CN111933134A - Man-machine interaction method and device, electronic equipment and storage medium - Google Patents

Man-machine interaction method and device, electronic equipment and storage medium Download PDF

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CN111933134A
CN111933134A CN202010728157.1A CN202010728157A CN111933134A CN 111933134 A CN111933134 A CN 111933134A CN 202010728157 A CN202010728157 A CN 202010728157A CN 111933134 A CN111933134 A CN 111933134A
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service
determining
target
interaction
service platform
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邓练兵
李大铭
文少杰
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Zhuhai Dahengqin Technology Development Co Ltd
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    • G—PHYSICS
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    • G06Q50/00—Information and communication technology [ICT] specially adapted for implementation of business processes of specific business sectors, e.g. utilities or tourism
    • G06Q50/10—Services
    • G06Q50/26—Government or public services
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • G10L15/08—Speech classification or search
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    • G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
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Abstract

The application provides a human-computer interaction method and device, electronic equipment and a storage medium, wherein the method comprises the following steps: responding to a request for calling the service interface sent by a user logging in the portal system through the unified service gateway, and starting intelligent customer service; receiving first interaction data and determining a corresponding first interaction intention; determining a corresponding target service platform according to the first interaction intention, and displaying a plurality of label options corresponding to the target service platform; receiving selection operation aiming at the plurality of label options, and determining a target label option; and determining corresponding service guide information according to the target label option, and displaying the service guide information. According to the embodiment of the application, consultation and handling can be performed on different services in the same intelligent customer service platform, the multi-service handling efficiency is improved, and the human-computer interaction experience is better.

Description

Man-machine interaction method and device, electronic equipment and storage medium
Technical Field
The present application relates to the field of human-computer interaction technologies, and in particular, to a human-computer interaction method and apparatus, an electronic device, and a storage medium.
Background
With the development of science and technology, the application scene of intelligent customer service is more and more extensive, the intelligent customer service is adopted for service in multiple industries such as banks, communication, e-commerce and restaurants, enterprises can choose to preferentially use the intelligent customer service, even manual service is cancelled, and great labor cost is saved for the enterprises. At present, intelligent customer service can only serve for a single service, the effect of unified service for a plurality of services is lacked, when a user needs to consult and handle a plurality of services, intelligent customer service of different services needs to be started, and the intelligent customer service is very inconvenient and causes poor human-computer interaction experience effect.
Disclosure of Invention
In view of the above, the present application is proposed to provide a method and apparatus for human-computer interaction, an electronic device, and a storage medium, which overcome the above problems or at least partially solve the above problems, including:
a man-machine interaction method is applied to an intelligent customer service platform deployed in a portal system, wherein a service interface provided by the intelligent customer service platform is registered in a unified service gateway of the portal system in advance and issued; the intelligent customer service platform is connected with a plurality of service platforms in the portal system, and the method comprises the following steps:
responding to a request for calling the service interface sent by a user logging in the portal system through the unified service gateway, and starting intelligent customer service;
receiving first interaction data and determining a corresponding first interaction intention;
determining a corresponding target service platform according to the first interaction intention, and displaying a plurality of label options corresponding to the target service platform;
receiving selection operation aiming at the plurality of label options, and determining a target label option;
and determining corresponding service guide information according to the target label option, and displaying the service guide information.
Optionally, the step of determining corresponding service guide information according to the target tag option and displaying the service guide information includes:
determining a corresponding information item to be filled according to the target label option, and displaying the information item to be filled; alternatively, the first and second electrodes may be,
and determining a plurality of corresponding secondary label options according to the target label options, and displaying the plurality of secondary label options.
Optionally, after the step of determining a corresponding information item to be filled according to the target tag option and displaying the information item to be filled, the method further includes:
receiving the input operation of the user for the information item to be filled;
sending the filled information item to the target service platform;
and receiving and displaying feedback information returned by the target service platform aiming at the filled information item.
Optionally, the step of receiving the first interaction data and determining the corresponding first interaction intention includes:
receiving first voice data, and performing text conversion on the first voice data to obtain corresponding voice text data;
performing semantic recognition on the voice text data, and determining a target keyword of the voice text data;
and determining a corresponding first interaction intention according to the target keyword.
Optionally, the step of receiving the first interaction data and determining the corresponding first interaction intention includes:
receiving first voice data, and performing similarity matching on the first voice data and reference voice data in a reference voice library; the reference voice library comprises reference voice data and corresponding reference interaction intents;
determining target reference voice data corresponding to the first voice data according to the similarity matching result;
and determining the target reference interaction intention corresponding to the target reference voice data as a first interaction intention.
Optionally, the method further comprises:
and when receiving the interactive data containing the first preset keyword, switching to the manual service platform.
Optionally, the method further comprises:
when receiving interactive data containing a second preset keyword, determining a corresponding second interactive intention according to the second preset keyword;
updating the first interaction intention with the second interaction intention.
A man-machine interaction device is applied to an intelligent customer service platform deployed in a portal system, and a service interface provided by the intelligent customer service platform is registered in a unified service gateway of the portal system in advance and issued; the intelligent customer service platform is connected with a plurality of service platforms in the portal system, and the device comprises:
the service starting module is used for responding to a request for calling the service interface sent by a user logging in the portal system through the unified service gateway and starting intelligent customer service;
the intention determining module is used for receiving the first interaction data and determining a corresponding first interaction intention;
the first display module is used for determining a corresponding target service platform according to the first interaction intention and displaying a plurality of label options corresponding to the target service platform;
the first selection module is used for receiving selection operation aiming at the plurality of label options and determining a target label option;
and the second display module is used for determining corresponding service guide information according to the target label option and displaying the service guide information.
Optionally, the second display module comprises:
the information to be written submodule is used for determining a corresponding information item to be filled according to the target label option and displaying the information item to be filled; alternatively, the first and second electrodes may be,
and the secondary label display sub-module is used for determining a plurality of corresponding secondary label options according to the target label option and displaying the plurality of secondary label options.
Optionally, the to-be-written information sub-module further includes:
the information receiving submodule is used for receiving the input operation of the user for the information item to be filled;
the information sending submodule is used for sending the filled information item to the target service platform;
and the information display submodule is used for receiving and displaying feedback information returned by the target service platform aiming at the filled information item.
Optionally, the intent determination module comprises:
the text conversion sub-module is used for receiving first voice data and performing text conversion on the first voice data to obtain corresponding voice text data;
the voice recognition submodule is used for carrying out semantic recognition on the voice text data and determining a target keyword of the voice text data;
and the first determining submodule is used for determining a corresponding first interaction intention according to the target keyword.
Optionally, the intent determination module comprises:
the similarity matching submodule is used for receiving first voice data and performing similarity matching on the first voice data and reference voice data in a reference voice library; the reference voice library comprises reference voice data and corresponding reference interaction intents;
the target reference voice determining submodule is used for determining target reference voice data corresponding to the first voice data according to the similarity matching result;
and the second determining submodule is used for determining the target reference interaction intention corresponding to the target reference voice data as the first interaction intention.
Optionally, the apparatus further comprises:
and the manual switching module is used for switching to the manual service platform when receiving the interactive data containing the first preset keyword.
Optionally, the apparatus further comprises:
the second intention determining module is used for determining a corresponding second interaction intention according to a second preset keyword when receiving interaction data containing the second preset keyword;
an intent update module to update the first interaction intent with the second interaction intent.
An electronic device comprising a processor, a memory and a computer program stored on the memory and being executable on the processor, the computer program, when executed by the processor, implementing the steps of the method as described above.
A computer-readable storage medium, on which a computer program is stored which, when being executed by a processor, carries out the steps of the method as set forth above.
The application has the following advantages:
in the embodiment of the application, the intelligent customer service is started by responding to a request for calling the service interface, which is sent by a user logging in the portal system through the unified service gateway; receiving first interaction data and determining a corresponding first interaction intention; determining a corresponding target service platform according to the first interaction intention, and displaying a plurality of label options corresponding to the target service platform; receiving selection operation aiming at the plurality of label options, and determining a target label option; determining corresponding service guide information according to the target label option, and displaying the service guide information; consultation and handling can be carried out on different services in the same intelligent customer service platform, multi-service handling efficiency is improved, and human-computer interaction experience is better.
Drawings
In order to more clearly illustrate the technical solutions of the present application, the drawings needed to be used in the description of the present application will be briefly introduced below, and it is apparent that the drawings in the following description are only some embodiments of the present application, and it is obvious for those skilled in the art that other drawings can be obtained according to the drawings without inventive labor.
FIG. 1 is a flow chart of steps of a method of human-computer interaction of the present application;
fig. 2 is a block diagram of a human-computer interaction device according to the present application.
Detailed Description
In order to make the aforementioned objects, features and advantages of the present application more comprehensible, the present application is described in further detail with reference to the accompanying drawings and the detailed description. It is to be understood that the embodiments described are only a few embodiments of the present application and not all embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present application.
Referring to fig. 1, a flowchart of steps of a human-computer interaction method provided in an embodiment of the present application is shown, where the method is applied to an intelligent customer service platform deployed in a portal system, a service interface provided by the intelligent customer service platform is registered in advance in a unified service gateway of the portal system and is published, and the intelligent customer service platform and a plurality of service platforms in the portal system are provided.
The portal system is an application system which leads to certain comprehensive internet information resources and provides related information services, is a webpage site which provides application programs and information single-point access, extracts complex and various information and services provided for users, simplifies the complex and various information and services into a single interface meeting the requirements and benefits of the users, and is a user interface framework for integrating other applications, contents and processes. The portal system is provided with a plurality of service platforms, wherein the service platforms comprise intelligent customer service platforms used for interacting with users. The intelligent customer service platform encapsulates data service logic into an Application Programming Interface (API) service according to service requirements, registers the API service to a unified service gateway of the portal system and issues the API service. The barrier-free interactive access of all the networks in China can be basically realized through the unified service gateway. And a user corresponding to the portal system can call the API service of the corresponding service platform through the gateway, so that the calling of the service function of the corresponding service platform is realized.
In different scenes, the implementation form of the intelligent customer service platform is different. For example, the intelligent customer service platform in the government service portal system can be an online customer service of the government service portal system, such as an intelligent government service assistant, and a user can know the business service content of the related business platform in the government service portal system and transact related business through online customer service consultation.
The intelligent customer service platform can be integrated on a webpage, a WeChat public number, a webpage end and the like to answer common problems of a portal system in all weather so as to improve service experience of the whole portal system and prolong service time, a user can log in the relevant portal system through electronic equipment, the electronic equipment can comprise a smart phone, a tablet computer, a notebook computer, a netbook, wearable electronic equipment, virtual reality equipment, wired and/or wireless earphones, an automobile central console and the like, and the embodiment of the application does not limit the problem.
The method specifically comprises the following steps:
step 101, responding to a request for calling the service interface sent by a user logging in the portal system through the unified service gateway, and starting intelligent customer service;
102, receiving first interaction data and determining a corresponding first interaction intention;
103, determining a corresponding target service platform according to the first interaction intention, and displaying a plurality of label options corresponding to the target service platform;
104, receiving selection operation aiming at the plurality of label options, and determining a target label option;
and 105, determining corresponding service guide information according to the target label option, and displaying the service guide information.
In the embodiment of the application, the intelligent customer service is started by responding to a request for calling a service interface sent by a user logging in a portal system through a unified service gateway; receiving first interaction data and determining a corresponding first interaction intention; determining a corresponding target service platform according to the first interaction intention, and displaying a plurality of label options corresponding to the target service platform; receiving selection operation aiming at a plurality of label options, and determining a target label option; determining corresponding service guide information according to the target label option, and displaying the service guide information; consultation and handling can be carried out on different services in the same intelligent customer service platform, multi-service handling efficiency is improved, and human-computer interaction experience is better.
Hereinafter, the method of man-machine interaction in the present exemplary embodiment will be further described.
In step 101, in response to a request for invoking the service interface, which is sent by a user logging in the portal system through the unified service gateway, the intelligent customer service is started.
In this embodiment, the portal system integrates the portals of the multiple service platforms, and the unified service gateway of the portal system is provided with a portal corresponding to the service interface provided by the intelligent customer service platform, and can send a request for invoking the service interface to the intelligent customer service platform through the portal. In order to enhance monitoring management, the right of a user who logs in the portal system needs to be limited, for example, the user can be authenticated on a login interface of the portal system, and only the user who passes the authentication has the right to log in the portal system and call the service function of a related service platform; or the identity of the user is verified on the interface for sending the request for calling the service interface, and only the user passing the identity verification has the authority to send the request for calling the service interface through the unified service gateway.
And when the intelligent service platform receives a request for calling the service interface, the intelligent customer service platform starts the intelligent customer service. The intelligent customer service platform can receive the interactive information sent by the user and reply to the interactive information so as to solve the related problems of user consultation. Specifically, taking a smart phone as an example, the request for invoking the service interface may be that after the user logs in the portal system through the smart phone, the user performs a single-click or double-click operation on the visual identifier corresponding to the service interface of the smart customer service platform to wake up the smart customer service; or the user logs in the portal system through the smart phone and sends out specific voice information to wake up the intelligent customer service. In an optional embodiment, after the intelligent customer service is started, a related intelligent customer service interface can be displayed on a display screen of the electronic device, and man-machine interactive content is displayed through the intelligent customer service interface, so that the whole session logic is intuitive and easy to understand.
Specifically, in the prior art, when a user wants to consult or transact services related to the social security card and the public deposit, the user needs to consult the services respectively because the social security card and the public deposit belong to two different services, and generally connects a social security card manual customer service through a telephone line to consult the content related to the social security card manual customer service; then connecting the artificial customer service of the public accumulation fund through a telephone line, and consulting the artificial customer service of the public accumulation fund for the content related to the public accumulation fund; or, directly visiting the local social security bureau to consult the relevant staff of the social security bureau about the content relevant to the social security card; then, the local housing public accumulation fund management center consults related staff of the housing public accumulation fund management center for the content related to the public accumulation fund; the process is relatively complicated and inefficient. In the embodiment of the application, an intelligent customer service platform, a social security service platform, a public accumulation service platform and the like can be uniformly deployed in the same government service portal system, the intelligent customer service platform is respectively in communication connection with the social security service platform and the public accumulation service platform, a user logs in the government service portal system through electronic equipment such as a smart phone and the like, intelligent customer service in the government service portal system is started, multi-class business consultation and handling are achieved through the intelligent customer service platform, self-service consultation and relevant business handling can be achieved, the handling process is simplified, and the handling efficiency is improved.
In step 102, first interaction data is received and a corresponding first interaction intention is determined.
In an optional embodiment, the first interaction data may be voice data, and the smart customer service platform receives the first voice data sent by the user through a microphone of the electronic device, where the first voice data may be voice directly sent by the user, or voice played through other voice playing devices, such as a mobile phone, a recording pen, and the like.
In an exemplary embodiment, the step 102 may include:
receiving first voice data, and performing text conversion on the first voice data to obtain corresponding voice text data;
performing semantic recognition on the voice text data, and determining a target keyword of the voice text data;
and determining a corresponding first interaction intention according to the target keyword.
In this example, the intelligent customer service platform receives first voice data sent by a user, and performs text conversion on the first voice data through a voice recognition technology to obtain corresponding voice text data; then carrying out semantic recognition on the voice text data, and determining a target keyword of the voice text data; finally, determining a corresponding first interaction intention according to the target keyword; wherein the target keywords and the interaction intents have corresponding relations. The semantic recognition is carried out on the voice text data, and the step of determining the target keywords of the voice text data can comprise the steps of segmenting the voice text data to obtain each piece of segmentation information, then determining the part of speech and the like of words in the segmentation information, and further determining the target keywords.
In another exemplary embodiment, the step 102 may include:
receiving first voice data, and performing similarity matching on the first voice data and reference voice data in a reference voice library; the reference voice library comprises reference voice data and corresponding reference interaction intents;
determining target reference voice data corresponding to the first voice data according to the similarity matching result;
and determining the target reference interaction intention corresponding to the target reference voice data as a first interaction intention.
In this example, a preset reference voice library may be configured on the intelligent customer service platform, where the reference voice library includes a corresponding relationship between reference voice data and a reference interaction intention; the intelligent customer service platform receives first voice data sent by a user, similarity matching is carried out on the first voice data and reference voice data in a reference voice database, the reference voice data which is the largest in similarity matching value and larger than a preset threshold value is determined to be target reference voice data, then a target reference interaction intention corresponding to the target reference voice data is obtained from the reference voice database according to the corresponding relation between the reference voice data and the reference interaction intention, and the target reference interaction intention is determined to be the first interaction intention.
In another alternative embodiment, the first interaction data may be text data, and the intelligent customer service platform receives the first text data input by the user on the intelligent customer service interface. Specifically, the user may input the first text data on the intelligent customer service interface by using a handwriting mode, a virtual keyboard mode, or the like, or may input the first text data on the intelligent customer service interface by using a mouse, a keyboard, an input pen, or the like, externally provided on the intelligent customer service interface. The intelligent customer service platform receives the first text data, carries out semantic recognition on the first text data, determines a target keyword of the first text data, and determines a corresponding first interaction intention according to the target keyword.
For example, when the target keyword of "social security" is identified as being included in the first voice data or the first text data, it may be determined that the first interaction intention corresponding to the first interaction data is related to the social security card.
In step 103, a corresponding target service platform is determined according to the first interaction intention, and a plurality of tag options corresponding to the target service platform are displayed.
In this embodiment, a target service platform may be determined from a plurality of service platforms according to a first interaction intention, the target service platform may provide a plurality of service services related to a target service, each service corresponds to one tag option, and each service may include a plurality of secondary service services; and displaying a plurality of label options in the intelligent customer service interface, wherein the specific display form can be in the form of interactive controls, each label option corresponds to one interactive control, and the corresponding business service name is displayed in the interactive controls. Optionally, the relevant guide statements may be presented before the multiple tag options.
For example, when the target business platform is a social security service platform, the social security service platform may provide services such as a social security card related service, a social security certificate printing service, and a social security relationship, wherein the social security card related service may further include secondary business services such as a social security card claiming service, a social security card replacement service, and a social security card loss reporting service; guidance statements may be displayed in the smart customer service interface, such as: "do you ask what question of consulting a social security? And provides a plurality of corresponding label options after the guidance statement, such as a label option corresponding to a social security card related service, a label option corresponding to a social security certificate printing service, a label option corresponding to a social security relationship, and the like.
In step 104, a selection operation for the plurality of tag options is received, and a target tag option is determined.
In this embodiment, when there is a relevant business that the user wants to consult or transact in the business service corresponding to the plurality of tag options, the user may select a target tag option from the plurality of tag options through a selection operation. In an exemplary embodiment, when the display of the electronic device is a touch screen, the user may click a target tag option of the plurality of tag options through an operating medium, wherein the operating medium may be a stylus, a finger, or the like. In another exemplary embodiment, the user may further move the cursor to a target tag option of the tag options through a mouse, a keyboard, or other peripheral devices, and then tap the decision key to select the target tag option. Alternatively, the target tag option may be selected from the plurality of tag options by sending voice data containing the keyword of the target tag option to a microphone of the electronic device. Or inputting text data corresponding to the target label option on the intelligent customer service interface in a handwriting mode, a virtual keyboard mode and the like, and selecting the target label option from the multiple label options; and so on. The embodiments of the present application are not limited.
For example, when the user wants to consult the social security card related service, the user may click the tag option corresponding to the social security card related service, and determine the tag option corresponding to the social security card related service as the target tag option; or the cursor can be controlled by the mouse, so that the cursor is positioned in the area of the tag option corresponding to the social security card related service, and then the left mouse button is clicked to determine the tag option corresponding to the social security card related service as the target tag option; or, the user may determine the tag option corresponding to the social security card-related service as the target tag option by sending a voice of "social security card-related service" to a microphone of the smart phone; or, the user may determine the tag option corresponding to the social security card-related service as the target tag option by inputting a text of the "social security card-related service" in the smart customer service interface.
In step 105, the corresponding service guiding information is determined according to the target tag option, and the service guiding information is displayed.
In this embodiment, after the target tag option is determined, the service guide information of the service corresponding to the target tag option may be acquired from the target service platform, and the service guide information may be displayed in the intelligent customer service interface. The service guiding information refers to information for guiding a human-computer interaction process, and the information may indicate an operation that should be executed at the current or next time in the human-computer interaction process. Whether the next round of interaction exists can be determined according to the service guiding information, and when the next round of interaction does not exist, the current round of conversation is ended; it can be understood that, at this time, the service guide information completes the service corresponding to the target tag option.
Further, in an optional embodiment, when there is a next round of interaction, the step 105 may include:
and determining a corresponding information item to be filled according to the target label option, and displaying the information item to be filled.
In this embodiment, the information item to be filled may be obtained from the target service platform, and is used to guide the user to execute the relevant operation according to the information item to be filled.
Further, after the step of determining a corresponding information item to be filled in according to the target tag option and displaying the information item to be filled in, the method further includes:
receiving the input operation of the user for the information item to be filled;
sending the filled information item to the target service platform;
and receiving and displaying feedback information returned by the target service platform aiming at the filled information item.
For example, when the business service corresponding to the selected target label is printed as the social security certificate, the information item to be filled may include information to be filled by the user, such as the name, identification number, and contact address of the user. Submitting the information item to be filled after the user completes filling the information item; the intelligent customer service platform sends the filled information item to the social security service platform, the social security service platform carries out operations such as filing check and the like according to the received filled information item, when the filled information item meets specific requirements, feedback information printed for the social security certificate is returned to the intelligent customer service platform, the intelligent customer service platform displays the feedback information on an intelligent customer service interface, the feedback information is an electronic version of the social security certificate and is used by a user, and the round of interaction is finished.
In another alternative embodiment, when there is a next round of interaction, the step 105 may include:
and determining a plurality of corresponding secondary label options according to the target label options, and displaying the plurality of secondary label options.
In this embodiment, when the target tag option includes a plurality of secondary tag options, it can be understood that, when the business service corresponding to the target tag option includes a plurality of secondary business services, the corresponding plurality of secondary tag options are displayed on the intelligent customer service interface for guiding the user to further select and confirm, so as to refine the interaction intention of the user, so that the content of human-computer interaction is more targeted, and the user can be better served.
For example, when the target tag option selected by the user corresponds to the social security card-related service, since the social security card-related service further includes secondary business services such as a social security card claim, a social security card replacement, a social security card loss report, and the like, the business guidance information with the social security card-related service as the target tag option may be a plurality of secondary tag options corresponding to a plurality of secondary business services displayed on the smart customer service interface, and the related guidance statement may be presented before the plurality of secondary tag options. The guidance statement is for example "do you ask what business you want to consult with the social security card? And provides a plurality of corresponding secondary label options after the sentence is guided, such as a secondary label option corresponding to the social security card claiming service, a secondary label option corresponding to the social security card replacement service, a secondary label option corresponding to the social security card loss report service, and the like. The user is guided to further select a more specific interaction intention.
After the step of determining a plurality of corresponding secondary label options according to the target label option and displaying the plurality of secondary label options, returning to step 104, and updating the label options in step 104 by using the secondary label options. And when the next round of interaction does not exist according to the service guiding information, the round of interaction is finished.
For example, when the secondary business service corresponding to the secondary target tag option selected by the user is the social security card claim service, the social security card claim flow related to the social security card claim service may be displayed on the smart customer service interface, and the secondary tag option in the social security card claim service is provided, which may be, for example, a secondary tag option corresponding to an online transaction service and a secondary tag option corresponding to a transaction guide service. And if the user selects the secondary target label option as the online service, displaying a corresponding information item to be filled in on the intelligent customer service interface, wherein the information item to be filled in can comprise information required to be filled in by the user, such as user name, identity card number, contact way and the like. Submitting the information item to be filled after the user completes filling the information item; the intelligent customer service platform sends the filled information item to a social security service platform; and the social security service platform carries out operations such as filing check and the like according to the received filled information item, when the filled information item meets the specific requirement, the social security card is issued to be made, feedback information for the online social security card handling is returned to the intelligent customer service platform, the feedback information can inform a user that the online social security card handling application is accepted, and the user is informed of the time and the place for accepting the social security card, and the round of interaction is finished.
Further, in an optional embodiment, the method further comprises:
and when receiving the interactive data containing the first preset keyword, switching to the manual service platform.
In this embodiment, when there is no related service that the user wants to consult or transact in the tag option displayed on the intelligent customer service interface, the user may send a voice including a first preset keyword to a microphone of the electronic device, or the user may input a text including the first preset keyword to the intelligent customer service interface, and the intelligent customer service platform will switch to a corresponding manual service platform and further interact with the user through a manual agent. The first preset keyword may be determined by a preset rule, and may be "manual service" or "0", for example.
Further, in an optional embodiment, the method further comprises:
when receiving interactive data containing a second preset keyword, determining a corresponding second interactive intention according to the second preset keyword;
updating the first interaction intention with the second interaction intention.
In this embodiment, when the first interaction intention is not in accordance with the actual requirement of the user, or the user temporarily wants to change the current interaction intention in the interaction process, or the user needs to start a new round of interaction after the session for the first interaction intention is ended, the user may send a voice including a second preset keyword to a microphone of the electronic device, or the user may input a text including the second preset keyword to the intelligent customer service interface, the intelligent customer service platform may end the session for the current interaction intention, further determine the second interaction intention according to the second preset keyword, update the current first interaction intention with the second interaction intention, and execute subsequent steps. The second preset keyword may be other target keywords except the target keyword corresponding to the current interaction intention, for example, when the user wants to consult the public accumulation fund service in the process of consulting the social security card related service, the target keyword of "public accumulation fund" may be included in the interaction data; when the intelligent customer service platform receives the target keyword containing the 'public accumulation fund', the corresponding second interaction intention is determined to be related to the public accumulation fund, and at the moment, the target service platform can be updated to be the public accumulation fund service platform.
In the embodiment of the application, the intelligent customer service is started by responding to a request for calling a service interface sent by a user logging in a portal system through a unified service gateway; receiving first interaction data and determining a corresponding first interaction intention; determining a corresponding target service platform according to the first interaction intention, and displaying a plurality of label options corresponding to the target service platform; receiving selection operation aiming at a plurality of label options, and determining a target label option; determining corresponding service guide information according to the target label option, and displaying the service guide information; consultation and handling can be carried out on different services in the same intelligent customer service platform, multi-service handling efficiency is improved, and human-computer interaction experience is better.
It should be noted that, for simplicity of description, the method embodiments are described as a series of acts or combination of acts, but those skilled in the art will recognize that the embodiments are not limited by the order of acts described, as some steps may occur in other orders or concurrently depending on the embodiments. Further, those skilled in the art will also appreciate that the embodiments described in the specification are presently preferred and that no particular act is required of the embodiments of the application.
Referring to fig. 2, a block diagram of an embodiment of a human-computer interaction device according to the present application is shown, where the device is applied to an intelligent customer service platform deployed in a portal system, and a service interface provided by the intelligent customer service platform is registered in a unified service gateway of the portal system in advance and published; the intelligent customer service platform is connected with a plurality of service platforms in the portal system; the method specifically comprises the following modules:
a service starting module 201, configured to start an intelligent customer service in response to a request for invoking the service interface, sent by a user logging in the portal system through the unified service gateway;
an intent determination module 202, configured to receive the first interaction data and determine a corresponding first interaction intent;
the first display module 203 determines a corresponding target service platform according to the first interaction intention, and displays a plurality of label options corresponding to the target service platform;
a first selection module 204, configured to receive a selection operation for the plurality of tag options, and determine a target tag option;
the second presentation module 205 is configured to determine corresponding service guidance information according to the target tag option, and present the service guidance information.
In a preferred embodiment of the present application, the second display module 205 comprises:
the information to be written submodule is used for determining a corresponding information item to be filled according to the target label option and displaying the information item to be filled; alternatively, the first and second electrodes may be,
and the secondary label display sub-module is used for determining a plurality of corresponding secondary label options according to the target label option and displaying the plurality of secondary label options.
In a preferred embodiment of the present application, the information to be written sub-module further includes:
the information receiving submodule is used for receiving the input operation of the user for the information item to be filled;
the information sending submodule is used for sending the filled information item to the target service platform;
and the information display submodule is used for receiving and displaying feedback information returned by the target service platform aiming at the filled information item.
In a preferred embodiment of the present application, the intent determination module 202 includes:
the text conversion sub-module is used for receiving first voice data and performing text conversion on the first voice data to obtain corresponding voice text data;
the voice recognition submodule is used for carrying out semantic recognition on the voice text data and determining a target keyword of the voice text data;
and the first determining submodule is used for determining a corresponding first interaction intention according to the target keyword.
In a preferred embodiment of the present application, the intent determination module 202 includes:
the similarity matching submodule is used for receiving first voice data and performing similarity matching on the first voice data and reference voice data in a reference voice library; the reference voice library comprises reference voice data and corresponding reference interaction intents;
the target reference voice determining submodule is used for determining target reference voice data corresponding to the first voice data according to the similarity matching result;
and the second determining submodule is used for determining the target reference interaction intention corresponding to the target reference voice data as the first interaction intention.
In a preferred embodiment of the embodiments of the present application, the apparatus further comprises:
and the manual switching module is used for switching to the manual service platform when receiving the interactive data containing the first preset keyword.
In a preferred embodiment of the embodiments of the present application, the apparatus further comprises:
the second intention determining module is used for determining a corresponding second interaction intention according to a second preset keyword when receiving interaction data containing the second preset keyword;
an intent update module to update the first interaction intent with the second interaction intent.
For the device embodiment, since it is basically similar to the method embodiment, the description is simple, and for the relevant points, refer to the partial description of the method embodiment.
The embodiment of the application also discloses an electronic device, which comprises a processor, a memory and a computer program stored on the memory and capable of running on the processor, wherein when the computer program is executed by the processor, the steps of the human-computer interaction method are realized.
The embodiment of the application also discloses a computer readable storage medium, wherein a computer program is stored on the computer readable storage medium, and when the computer program is executed by a processor, the steps of the human-computer interaction method are realized.
The embodiments in the present specification are described in a progressive manner, each embodiment focuses on differences from other embodiments, and the same and similar parts among the embodiments are referred to each other.
As will be appreciated by one of skill in the art, embodiments of the present application may be provided as a method, apparatus, or computer program product. Accordingly, embodiments of the present application may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, embodiments of the present application may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.
Embodiments of the present application are described with reference to flowchart illustrations and/or block diagrams of methods, terminal devices (systems), and computer program products according to embodiments of the application. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing terminal to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing terminal, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing terminal to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be loaded onto a computer or other programmable data processing terminal to cause a series of operational steps to be performed on the computer or other programmable terminal to produce a computer implemented process such that the instructions which execute on the computer or other programmable terminal provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
While preferred embodiments of the present application have been described, additional variations and modifications of these embodiments may occur to those skilled in the art once they learn of the basic inventive concepts. Therefore, it is intended that the appended claims be interpreted as including the preferred embodiment and all such alterations and modifications as fall within the true scope of the embodiments of the application.
Finally, it should also be noted that, herein, relational terms such as first and second, and the like may be used solely to distinguish one entity or action from another entity or action without necessarily requiring or implying any actual such relationship or order between such entities or actions. Also, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or terminal that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or terminal. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other like elements in a process, method, article, or terminal that comprises the element.
The above detailed description is provided for a human-computer interaction method, a human-computer interaction device, an electronic device, and a storage medium, and specific examples are applied in this text to explain the principles and embodiments of the present application, and the descriptions of the above examples are only used to help understand the method and the core ideas of the present application; meanwhile, for a person skilled in the art, according to the idea of the present application, there may be variations in the specific embodiments and the application scope, and in summary, the content of the present specification should not be construed as a limitation to the present application.

Claims (10)

1. A man-machine interaction method is characterized in that the method is applied to an intelligent customer service platform deployed in a portal system, and a service interface provided by the intelligent customer service platform is registered in a unified service gateway of the portal system in advance and issued; the intelligent customer service platform is connected with a plurality of service platforms in the portal system, and the method comprises the following steps:
responding to a request for calling the service interface sent by a user logging in the portal system through the unified service gateway, and starting intelligent customer service;
receiving first interaction data and determining a corresponding first interaction intention;
determining a corresponding target service platform according to the first interaction intention, and displaying a plurality of label options corresponding to the target service platform;
receiving selection operation aiming at the plurality of label options, and determining a target label option;
and determining corresponding service guide information according to the target label option, and displaying the service guide information.
2. The method according to claim 1, wherein the step of determining the corresponding service guide information according to the target tag option and presenting the service guide information comprises:
determining a corresponding information item to be filled according to the target label option, and displaying the information item to be filled; alternatively, the first and second electrodes may be,
and determining a plurality of corresponding secondary label options according to the target label options, and displaying the plurality of secondary label options.
3. The method as claimed in claim 2, wherein after the steps of determining the corresponding information item to be filled according to the target tag option and displaying the information item to be filled, the method further comprises:
receiving the input operation of the user for the information item to be filled;
sending the filled information item to the target service platform;
and receiving and displaying feedback information returned by the target service platform aiming at the filled information item.
4. The method of claim 1, wherein the step of receiving first interaction data and determining a corresponding first interaction intent comprises:
receiving first voice data, and performing text conversion on the first voice data to obtain corresponding voice text data;
performing semantic recognition on the voice text data, and determining a target keyword of the voice text data;
and determining a corresponding first interaction intention according to the target keyword.
5. The method of claim 1, wherein the step of receiving first interaction data and determining a corresponding first interaction intent comprises:
receiving first voice data, and performing similarity matching on the first voice data and reference voice data in a reference voice library; the reference voice library comprises reference voice data and corresponding reference interaction intents;
determining target reference voice data corresponding to the first voice data according to the similarity matching result;
and determining the target reference interaction intention corresponding to the target reference voice data as a first interaction intention.
6. The method according to any one of claims 1-5, further comprising:
and when receiving the interactive data containing the first preset keyword, switching to the manual service platform.
7. The method according to any one of claims 1-5, further comprising:
when receiving interactive data containing a second preset keyword, determining a corresponding second interactive intention according to the second preset keyword;
updating the first interaction intention with the second interaction intention.
8. A man-machine interaction device is characterized by being applied to an intelligent customer service platform deployed in a portal system, wherein a service interface provided by the intelligent customer service platform is registered in a unified service gateway of the portal system in advance and issued; the intelligent customer service platform is connected with a plurality of service platforms in the portal system, and the device comprises:
the service starting module is used for responding to a request for calling the service interface sent by a user logging in the portal system through the unified service gateway and starting intelligent customer service;
the intention determining module is used for receiving the first interaction data and determining a corresponding first interaction intention;
the first display module is used for determining a corresponding target service platform according to the first interaction intention and displaying a plurality of label options corresponding to the target service platform;
the first selection module is used for receiving selection operation aiming at the plurality of label options and determining a target label option;
and the second display module is used for determining corresponding service guide information according to the target label option and displaying the service guide information.
9. An electronic device, comprising a processor, a memory and a computer program stored on the memory and capable of running on the processor, the computer program, when executed by the processor, implementing the steps of the method of human-computer interaction according to any one of claims 1 to 7.
10. A computer-readable storage medium, on which a computer program is stored which, when being executed by a processor, carries out the steps of the method of human-computer interaction according to any one of claims 1 to 7.
CN202010728157.1A 2020-07-23 2020-07-23 Man-machine interaction method and device, electronic equipment and storage medium Pending CN111933134A (en)

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