CN112016938A - Interaction method and device of robot, electronic equipment and computer storage medium - Google Patents
Interaction method and device of robot, electronic equipment and computer storage medium Download PDFInfo
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- 238000000034 method Methods 0.000 title claims abstract description 68
- 230000003993 interaction Effects 0.000 title claims abstract description 42
- 230000006854 communication Effects 0.000 claims abstract description 157
- 238000004891 communication Methods 0.000 claims abstract description 150
- 230000000977 initiatory effect Effects 0.000 claims abstract description 12
- 230000008451 emotion Effects 0.000 claims description 22
- 238000004590 computer program Methods 0.000 claims description 7
- 230000002452 interceptive effect Effects 0.000 claims 2
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- G—PHYSICS
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- G06F16/20—Information retrieval; Database structures therefor; File system structures therefor of structured data, e.g. relational data
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Abstract
The application provides an interaction method, an interaction device, electronic equipment and a computer storage medium of a robot, wherein the method comprises the following steps: firstly, obtaining client information of at least one client; wherein the customer information includes: the expression information of the client and the identity information of the client; then, a target customer is searched and obtained by utilizing the expression information of the customer; wherein the target customer is the customer who most urgently seeks help; determining a communication mode when communicating with the target customer by using the identity information corresponding to the target customer; wherein, the communication mode includes: communication mode and sound used during communication; and finally, actively initiating a communication topic to the target client by using the communication mode and the sound adopted during communication. The aim of shortening the psychological distance between the robot and the client and improving the experience effect of the client is fulfilled.
Description
Technical Field
The present application relates to the field of computer technologies, and in particular, to a robot interaction method and apparatus, an electronic device, and a computer storage medium.
Background
With the development of the times and the advancement of science and technology, the lives of people are gradually changed along with the development of the times and the advancement of the technology. Among them, the robot is a product of this technological age. Nowadays, robots are developed more and more mature and gradually begin to go into the lives of ordinary people.
At present, the robot can chat with a client to help the client to answer a question, however, in the process of interaction between the robot and the client in the prior art, the client actively initiates interaction to the robot, and the robot answers the question or performs output of some actions according to meanings represented by multi-modal data input by the client. Therefore, the existing intelligent robot has poor interaction flexibility, low humanoid property and poor experience effect brought to customers.
Disclosure of Invention
In view of this, the present application provides an interaction method and apparatus for a robot, an electronic device, and a computer storage medium, which are used to shorten a psychological distance between the robot and a customer and improve an experience effect of the customer.
The application provides an interaction method of a robot in a first aspect, comprising the following steps:
acquiring customer information of at least one customer; wherein the customer information includes: the expression information of the client and the identity information of the client;
searching to obtain a target customer by using the expression information of the customer; wherein the target customer is the customer who most urgently seeks help;
determining a communication mode when communicating with the target customer by using the identity information corresponding to the target customer; wherein, the communication mode includes: communication mode and sound used during communication;
and initiatively initiating a communication topic to the target client by utilizing the communication mode and the sound adopted during communication.
Optionally, after the initiatively initiating the topic of communication to the target customer, the method further includes:
acquiring the voice information fed back by the target client aiming at the communication topic;
carrying out voice recognition on the voice information to obtain the demand information of the target customer;
searching the demand information in a preset knowledge base to obtain answer information corresponding to the demand information;
and feeding back the answer information to the target client by using the communication mode and the sound adopted during communication.
Optionally, after the requirement information is searched in a preset knowledge base and answer information corresponding to the requirement information is obtained, the method further includes:
judging whether the number of answer information corresponding to the demand information is larger than a threshold value or not;
if the number of answer information corresponding to the demand information is judged to be larger than a threshold value, clustering all the answer information to obtain clustered answer information;
and the clustered answer information is used for asking the target client in a reverse way.
Optionally, after the questioning back to the target customer is performed by using the clustered answer information, the method further includes:
acquiring image information of the target client in real time;
judging whether the target client has bad emotion or not by using the image information of the target client;
if the target client is judged to have bad emotion, the question asking is finished, and a cold conversation mode is started; wherein the cold talk communication mode is used to relieve the bad emotion of the client.
Optionally, after the feedback of the answer information to the target client by using the communication manner and the sound used in the communication, the method further includes:
storing the communication information with the target client in the preset knowledge base; the communication information comprises voiceprint information, image information and question information generated by the target client in the communication process.
A second aspect of the present application provides an interaction apparatus for a robot, comprising:
a first acquisition unit configured to acquire client information of at least one client; wherein the customer information includes: the expression information of the client and the identity information of the client;
the first searching unit is used for searching and obtaining a target customer by utilizing the expression information of the customer; wherein the target customer is the customer who most urgently seeks help;
the determining unit is used for determining an exchange mode when the target client communicates with the server by using the identity information corresponding to the target client; wherein, the communication mode includes: communication mode and sound used during communication;
and the communication unit is used for initiatively initiating a communication topic to the target client by utilizing the communication mode and the sound adopted during communication.
Optionally, the interaction device of the robot further includes:
the second acquisition unit is used for acquiring the voice information of the feedback of the target client aiming at the communication topic;
the voice recognition unit is used for carrying out voice recognition on the voice information to obtain the demand information of the target customer;
the second searching unit is used for searching the demand information in a preset knowledge base to obtain answer information corresponding to the demand information;
and the feedback unit is used for feeding back the answer information to the target client by using the communication mode and the sound adopted during communication.
Optionally, the interaction device of the robot further includes:
the first judgment unit is used for judging whether the number of answer information corresponding to the demand information is larger than a threshold value or not;
the clustering unit is used for clustering all the answer information to obtain clustered answer information if the first judging unit judges that the number of the answer information corresponding to the demand information is greater than a threshold value;
and the question-back unit is used for asking back the target client by using the clustered answer information.
Optionally, the interaction device of the robot further includes:
the third acquisition unit is used for acquiring the image information of the target client in real time;
the second judging unit is used for judging whether the target client has bad emotion or not by utilizing the image information of the target client;
a cold-talk unit, configured to finish reverse asking and enable a cold-talk mode if the target client has bad emotion as determined by the second determination unit; wherein the cold talk communication mode is used to relieve the bad emotion of the client.
Optionally, the interaction device of the robot further includes:
the storage unit is used for storing the communication information with the target client in the preset knowledge base; the communication information comprises voiceprint information, image information and question information generated by the target client in the communication process.
A third aspect of the present application provides an electronic device comprising:
one or more processors;
a storage device having one or more programs stored thereon;
the one or more programs, when executed by the one or more processors, cause the one or more processors to implement the method of any of the first aspects.
A fourth aspect of the present application provides a computer storage medium having a computer program stored thereon, wherein the computer program, when executed by a processor, implements the method according to any one of the first aspect.
In view of the above, the present application provides a robot interaction method, apparatus, electronic device, and computer storage medium, where the method includes: firstly, obtaining client information of at least one client; wherein the customer information includes: the expression information of the client and the identity information of the client; then, a target customer is searched and obtained by utilizing the expression information of the customer; wherein the target customer is the customer who most urgently seeks help; determining a communication mode when communicating with the target customer by using the identity information corresponding to the target customer; wherein, the communication mode includes: communication mode and sound used during communication; and finally, actively initiating a communication topic to the target client by using the communication mode and the sound adopted during communication. The aim of shortening the psychological distance between the robot and the client and improving the experience effect of the client is fulfilled.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, it is obvious that the drawings in the following description are only embodiments of the present invention, and for those skilled in the art, other drawings can be obtained according to the provided drawings without creative efforts.
Fig. 1 is a detailed flowchart of an interaction method of a robot according to an embodiment of the present disclosure;
fig. 2 is a detailed flowchart of a robot interaction method according to another embodiment of the present disclosure;
fig. 3 is a detailed flowchart of an interaction method of a robot according to another embodiment of the present application;
fig. 4 is a detailed flowchart of an interaction method of a robot according to another embodiment of the present application;
fig. 5 is a schematic view of an interaction device of a robot according to another embodiment of the present application;
fig. 6 is a schematic view of an interaction device of a robot according to another embodiment of the present application;
fig. 7 is a schematic view of an electronic device implementing an interaction method of a robot according to another embodiment of the present application.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the 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 invention.
The term "include" and variations thereof as used herein are open-ended, i.e., "including but not limited to". The term "based on" is "based, at least in part, on". The term "one embodiment" means "at least one embodiment"; the term "another embodiment" means "at least one additional embodiment"; the term "some embodiments" means "at least some embodiments". Relevant definitions for other terms will be given in the following description.
It should be noted that the terms "first", "second", and the like in the present disclosure are only used for distinguishing different devices, modules or units, and are not used for limiting the order or interdependence relationship of the functions performed by the devices, modules or units.
It is noted that references to "a", "an", and "the" modifications in this disclosure are intended to be illustrative rather than limiting, and that those skilled in the art will recognize that "one or more" may be used unless the context clearly dictates otherwise.
The embodiment of the application provides an interaction method of a robot, which specifically comprises the following steps as shown in fig. 1:
s101, obtaining client information of at least one client.
Wherein the customer information includes: the facial expression information of the customer and the identity information of the customer.
It should be noted that, the identity information of the client may be, but is not limited to, the robot is a person that captures an image of the client, such as a front photograph, through a camera or the like disposed on a body of the robot, and performs image recognition on the captured image, thereby determining the identity information of the client; or when the client enters a scene such as a bank, an airport and the like, the image of the client, such as a front photograph and the like, is captured by the camera arranged at the doorway, the hall and the like, and the captured image is subjected to image recognition, so that the identity information of the client is determined and then transmitted to each robot in the scene. And are not limited herein.
Similarly, the expression information of the client can be, but is not limited to, the robot takes a snapshot of the expression of the client through a camera and the like arranged on the body of the robot; or when the client enters a scene such as a bank, an airport and the like, the expression of the client is captured by a camera arranged at a doorway, a hall and the like and transmitted to each robot in the scene. And are not limited herein.
And S102, searching and obtaining the target customer by utilizing the expression information of the customer.
Among them, the target customer is the one who is most eagerly seeking help.
Specifically, the expression information of the client is analyzed to determine the client who is most urgently seeking help at present as the target client. The method for analyzing the expression information of the client can be, but is not limited to, calculating the expression information of the client by using a neural network analysis model trained in advance to obtain the current urgent value of the client needing help, and selecting the client with the highest current urgent value as a target client; in the process of analyzing the expression information of the client, the degree of the client who is eagerly seeking help currently can be analyzed and obtained by combining the action information of the client, the voice information of the client who speaks currently and the like. The method is very diverse and is not limited herein.
S103, determining a communication mode when communicating with the target client by using the identity information corresponding to the target client.
Wherein, the communication mode includes: communication mode and sound used during communication; the communication mode can be but is not limited to dialects of all places, speed of speech, tone of speech and the like; the sounds used in communication may be, but are not limited to, lovely, imperial, warm men, etc. And are not limited herein.
Specifically, after the target client is found in step S102, the identity information corresponding to the target client is called immediately. The identity information of the target client comprises hobbies, occupation, age, business handling records and the like of the client. And analyzing according to the identity information of the target client, and determining a communication mode to be adopted when subsequently communicating with the target client and a sound to be adopted when communicating.
And S104, actively initiating a communication topic to the target client by using the communication mode and the sound adopted during communication.
Where the topic of communication may include, but is not limited to, a small spoken utterance, a greeting, a currently popular segment of the network, thereby eliciting a problem that the client wants to solve.
It should be noted that, a single communication topic may be actively initiated to the target client, or a plurality of combined communication topics may be actively initiated to the user, which is not limited herein.
Specifically, the communication mode determined in step S103 and the voice used in communication are used to actively initiate a topic of communication to the target client. For example: the smartest robot in the world is fortuitously present in your face asking how do you need my help? (Aojiao Yujie sound), etc.
Optionally, in another embodiment of the present application, an implementation manner after step S104 further includes:
and storing the communication information with the target client in the preset knowledge base.
The communication information comprises voiceprint information, image information and question information generated by the target client in the communication process.
Specifically, voiceprint information, image information and problem information generated in the communication process between the current time and the target client are stored in a preset knowledge base. And adding corresponding personality labels and the like for the target customers. Therefore, subsequent technicians, expert groups and the like can analyze the communication condition between the robot and the client, and the subsequent upgrading and updating of the robot are facilitated.
As can be seen from the above solution, the robot interaction method provided in the present application includes: firstly, obtaining client information of at least one client; wherein the customer information includes: the expression information of the client and the identity information of the client; then, the target customer is found and obtained by utilizing the expression information of the customer; wherein, the target client is the client which most urgently seeks help; determining a communication mode when communicating with a target client by using the identity information corresponding to the target client; wherein, the communication mode includes: communication mode and sound used during communication; and finally, actively initiating a communication topic to the target client by using the communication mode and the sound adopted during communication. The aim of shortening the psychological distance between the robot and the client and improving the experience effect of the client is fulfilled.
Optionally, in another embodiment of the present application, an implementation of the interaction method of the robot, as shown in fig. 2, includes:
s201, obtaining client information of at least one client.
Wherein the customer information includes: the facial expression information of the customer and the identity information of the customer.
It should be noted that the specific implementation process of step S201 is the same as the specific implementation process of step S101, and reference may be made to this.
S202, searching and obtaining the target customer by utilizing the expression information of the customer.
Among them, the target customer is the one who is most eagerly seeking help.
It should be noted that the specific implementation process of step S202 is the same as the specific implementation process of step S102, and reference may be made to this process.
S203, determining a communication mode when communicating with the target client by using the identity information corresponding to the target client.
Wherein, the communication mode includes: communication mode and sound used during communication.
It should be noted that the specific implementation process of step S203 is the same as the specific implementation process of step S103, and can be referred to each other.
And S204, actively initiating a communication topic to the target client by using the communication mode and the sound adopted during communication.
It should be noted that the specific implementation process of step S204 is the same as the specific implementation process of step S104, and reference may be made to this process.
S205, voice information fed back by the target client aiming at the communication topic is obtained.
Specifically, all voice information of the robot and the target client in the process of talking about the communication topic is obtained and used as the voice information of the target feedback about the communication topic.
And S206, carrying out voice recognition on the voice information to obtain the demand information of the target customer.
It should be noted that, the way of performing speech recognition on the speech information may be, but is not limited to, converting the speech information into text information by using a software for converting speech into characters in the prior art, and then performing standardized character processing on the text information, such as removing punctuation marks, removing stop words, replacing synonyms, segmenting words, and so on, to extract the required information of the target client, for example: the user does his intentions such as loss of a bank card, loss of an air ticket, no gate finding and the like. And is not limited herein.
Specifically, all the voice information obtained in step S205 is subjected to voice recognition, so as to obtain the requirement information of the target customer.
S207, searching the demand information in a preset knowledge base to obtain answer information corresponding to the demand information.
It should be noted that the manner of searching for the required information in the preset knowledge base may be, but is not limited to, retrieving in the preset knowledge base according to the obtained required information of the target customer, where the retrieved content may be a title, a text, a personalized tag, an attachment, and the like of knowledge in the knowledge base. And obtaining answer information corresponding to the demand information of one or more target customers. If the answer information corresponding to the obtained demand information is not searched in the preset knowledge base, there may be various conditions that the answer information corresponding to the obtained demand information is not searched in the preset knowledge base, for example, the target client may be formulated to be unclear due to urgency, emotional excitement, and the like, so that the answer information corresponding to the obtained demand information is not searched in the preset knowledge base; it may also be that the problems encountered by the target customer are not stored in a pre-set knowledge base; it is also possible that a problem occurs in the process of obtaining the answer information corresponding to the demand information, which is searched in the preset knowledge base. In this case, the robot may adopt various preset means to cope with, for example: can be immediately reported to be processed by a worker; step S204 may be repeated to select another topic for communication to guide the correct demand information of the target client. And is not limited herein.
Optionally, in another embodiment of the present application, an implementation manner after step S207, as shown in fig. 3, further includes:
s301, judging whether the number of answer information corresponding to the demand information is larger than a threshold value.
The threshold value may be adjusted according to the application of the actual situation, for example: and analyzing and obtaining the urgent need of the current user through the expression information of the target client obtained in the previous step, or obtaining the urgent need of the target user according to the identity information of the target client obtained in the previous step, so that excessive answer information corresponding to the demand information is not required to be fed back, the threshold value is reduced, and the answer information corresponding to the demand information with the highest matching degree is fed back to the target user. Similarly, the setting may also be performed in advance by a worker according to the requirements of the scene, and is not limited herein.
Specifically, if it is determined that the number of the answer information corresponding to the demand information is greater than the threshold value, step S302 is executed.
S302, clustering all the answer information to obtain clustered answer information.
It should be noted that the number of the clustered solution information may meet the requirement of a threshold, for example, if the threshold is 5, the number of the clustered solution information may be less than or equal to 5; or clustering all the answer information to obtain clustered answer information; the adaptive adjustment can be performed according to the actual application condition, and the adaptive adjustment can also be performed by a worker according to the requirements of the scene, which is not limited herein.
And S303, asking a question to the target client by using the clustered answer information.
For example, if the solution information after clustering is "operate according to step a", the robot may ask the target in a reverse manner, but not limited to, "how to solve the problem after operating according to step a? "optionally, in another embodiment of the present application, in the process of executing step S303, as shown in fig. 4, the method further includes:
s401, acquiring image information of a target client in real time.
It should be noted that the image information of the target client may be, but is not limited to, that the robot is a camera or the like arranged on the body of the robot to capture the image of the client; or when the client enters a scene such as a bank, an airport and the like, the image of the client is captured by a camera arranged at a doorway, a hall and the like and is transmitted to each robot in the scene. And are not limited herein.
It should be noted that the image information of the target client may include, but is not limited to, facial expression information, motion information, etc. of the target client.
S402, judging whether the target client has bad emotion or not by using the image information of the target client.
It should be noted that, the manner of determining whether the target client has the bad emotion by using the image information of the target client may be, but is not limited to, calculating expression information of the client by using a neural network analysis model trained in advance, obtaining a current bad emotion value of the client, and analyzing to obtain a current bad emotion degree of the client by combining action information of the client, current speech information of the client, and the like. The method is very diverse and is not limited herein.
Specifically, if it is determined that the target client has a bad emotion, step S403 is performed.
S403, finishing reverse asking and starting a cold conversation mode.
Wherein, the cold conversation mode is used for relieving the bad emotion of the client; the cold talk mode may be, but is not limited to: without worry, we will solve as soon as possible; one pile for each thing, and wait for a little; slow speaking without hurrying. And is not limited herein.
And S208, feeding back answer information to the target client by using the communication mode and the sound adopted during communication.
Specifically, the answer information corresponding to the demand information acquired in step S207 is fed back by using the communication method in communication with the target client determined in step S203 and the voice and image used in communication.
As can be seen from the above solution, the robot interaction method provided in the present application includes: determining a target customer which is most urgent to seek help according to the expression information of the customer; further determining the communication mode between the robot and the target client according to the identity information of the target client; and finally, actively initiating a communication topic to the target client. Therefore, the robot can actively initiate interaction to the client, the psychological distance between the robot and the client is shortened, and the experience effect of the client is improved. And after the voice information fed back by the client aiming at the communication topic actively initiated by the robot is obtained, the robot can identify through the voice information to obtain the demand information of the target client and obtain the corresponding answer information according to the demand information, so that the more reliable and high-quality service is provided for the client, the emotion of the client can be monitored in the communication process with the client, and the purposes of soothing the emotion of the client and transition during service handling are fulfilled.
Another embodiment of the present application provides an interaction apparatus of a robot, as shown in fig. 5, including:
a first obtaining unit 501, configured to obtain client information of at least one client.
Wherein the customer information includes: the facial expression information of the customer and the identity information of the customer.
The first searching unit 502 is configured to search for a target customer by using the facial expression information of the customer.
Among them, the target customer is the one who is most eagerly seeking help.
The determining unit 503 is configured to determine an exchange mode when communicating with the target client by using the identity information corresponding to the target client.
Wherein, the communication mode includes: communication mode and sound used during communication.
The communication unit 504 is configured to actively initiate a communication topic to the target client by using the communication mode and the voice used during communication.
For a specific working process of the unit disclosed in the above embodiment of the present application, reference may be made to the content of the corresponding method embodiment, as shown in fig. 1, which is not described herein again.
Optionally, in another embodiment of the present application, an implementation manner of the interaction device of the robot further includes:
and the storage unit is used for storing the communication information with the target client in a preset knowledge base.
The communication information comprises voiceprint information, image information and question information generated by the target client in the communication process.
As can be seen from the above, the present application provides an interaction device for a robot, comprising: first, the first obtaining unit 501 obtains client information of at least one client; wherein the customer information includes: the expression information of the client and the identity information of the client; then, the first searching unit 502 searches for a target customer by using the expression information of the customer; wherein, the target client is the client which most urgently seeks help; the determining unit 503 determines a communication mode when communicating with the target client by using the identity information corresponding to the target client; wherein, the communication mode includes: communication mode and sound used during communication; finally, the communication unit 504 actively initiates a communication topic to the target client by using the communication mode and the voice used during communication. The aim of shortening the psychological distance between the robot and the client and improving the experience effect of the client is fulfilled.
Optionally, in another embodiment of the present application, an implementation manner of the interaction device of the robot, as shown in fig. 6, includes:
a first obtaining unit 501, configured to obtain client information of at least one client.
Wherein the customer information includes: the facial expression information of the customer and the identity information of the customer.
The first searching unit 502 is configured to search for a target customer by using the facial expression information of the customer.
Among them, the target customer is the one who is most eagerly seeking help.
The determining unit 503 is configured to determine an exchange mode when communicating with the target client by using the identity information corresponding to the target client.
Wherein, the communication mode includes: communication mode and sound used during communication.
The communication unit 504 is configured to actively initiate a communication topic to the target client by using the communication mode and the voice used during communication.
A second obtaining unit 601, configured to obtain voice information of feedback of the target client on the communication topic.
The speech recognition unit 602 is configured to perform speech recognition on the speech information to obtain the requirement information of the target customer.
The second searching unit 603 is configured to search the requirement information in a preset knowledge base to obtain answer information corresponding to the requirement information.
The feedback unit 604 is configured to feedback the answer information to the target client by using the communication method and the sound used in the communication.
For a specific working process of the unit disclosed in the above embodiment of the present application, reference may be made to the content of the corresponding method embodiment, as shown in fig. 2, which is not described herein again.
Optionally, in another embodiment of the present application, an implementation manner of the interaction device of the robot further includes:
and the first judgment unit is used for judging whether the number of the answer information corresponding to the demand information is greater than a threshold value.
And the clustering unit is used for clustering all the answer information to obtain the clustered answer information if the first judging unit judges that the number of the answer information corresponding to the demand information is greater than the threshold value.
And the question-back unit is used for asking back the target client by using the clustered answering information.
For a specific working process of the unit disclosed in the above embodiment of the present application, reference may be made to the content of the corresponding method embodiment, as shown in fig. 3, which is not described herein again.
Optionally, in another embodiment of the present application, an implementation manner of the interaction device of the robot further includes:
and the third acquisition unit is used for acquiring the image information of the target client in real time.
And the second judging unit is used for judging whether the target client has bad emotion or not by using the image information of the target client.
And a cold talk unit for ending reverse asking and enabling a cold talk communication mode if the target client has bad emotion as judged by the second judging unit, wherein the cold talk communication mode is used for relieving the bad emotion of the client.
For a specific working process of the unit disclosed in the above embodiment of the present application, reference may be made to the content of the corresponding method embodiment, as shown in fig. 4, which is not described herein again.
As can be seen from the above, the present application provides an interaction device for a robot, comprising: the first acquisition unit 501 acquires customer information of at least one customer; the first searching unit 502 determines the target client who is most urgently seeking help according to the expression information of the client; further, the determining unit 503 determines the communication mode between the robot and the target client according to the identity information of the target client; finally, the communication unit 504 actively initiates a communication topic to the target client. Therefore, the robot can actively initiate interaction to the client, the psychological distance between the robot and the client is shortened, and the experience effect of the client is improved. Moreover, after the second obtaining unit 601 obtains the voice information of the client fed back aiming at the communication topic actively initiated by the robot, the robot can recognize the voice information through the voice recognition unit 602 to obtain the demand information of the target client, the second searching unit 603 obtains the corresponding answer information according to the demand information, and finally the answer information is fed back to the target client through the feedback unit 604 by using the communication mode and the sound adopted during communication. Therefore, the purposes of providing more reliable and high-quality service for the client, monitoring the emotion of the client in the process of communication with the client and finishing the soothing of the emotion of the client and transition in service handling are achieved.
Another embodiment of the present application provides an electronic device, as shown in fig. 7, including:
one or more processors 701.
A storage 702 having one or more programs stored thereon.
The one or more programs, when executed by the one or more processors 701, cause the one or more processors 701 to implement a method as in any of the above embodiments.
Another embodiment of the present application provides a computer storage medium having a computer program stored thereon, wherein the computer program, when executed by a processor, implements the method as described in any of the above embodiments.
In the above embodiments disclosed in the present application, it should be understood that the disclosed apparatus and method may be implemented in other ways. The apparatus and method embodiments described above are illustrative only, as the flowcharts and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of apparatus, methods and computer program products according to various embodiments of the present disclosure. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of code, which comprises one or more executable instructions for implementing the specified logical function(s). It should also be noted that, in some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. It will also be noted that each block of the block diagrams and/or flowchart illustration, and combinations of blocks in the block diagrams and/or flowchart illustration, can be implemented by special purpose hardware-based systems which perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.
In addition, functional modules in the embodiments of the present disclosure may be integrated together to form an independent part, or each module may exist separately, or two or more modules may be integrated to form an independent part. The functions, if implemented in the form of software functional modules and sold or used as a stand-alone product, may be stored in a computer readable storage medium. Based on such understanding, the technical solution of the present disclosure may be embodied in the form of a software product, which is stored in a storage medium and includes several instructions for causing a computer device (which may be a personal computer, a live broadcast device, or a network device) to execute all or part of the steps of the method according to the embodiments of the present disclosure. And the aforementioned storage medium includes: various media capable of storing program codes, such as a usb disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk, or an optical disk.
Those skilled in the art can make or use the present application. Various modifications to these embodiments will be readily apparent to those skilled in the art, and the generic principles defined herein may be applied to other embodiments without departing from the spirit or scope of the application. Thus, the present application is not intended to be limited to the embodiments shown herein but is to be accorded the widest scope consistent with the principles and novel features disclosed herein.
Claims (10)
1. A method of robot interaction, comprising:
acquiring customer information of at least one customer; wherein the customer information includes: the expression information of the client and the identity information of the client;
searching to obtain a target customer by using the expression information of the customer; wherein the target customer is the customer who most urgently seeks help;
determining a communication mode when communicating with the target customer by using the identity information corresponding to the target customer; wherein, the communication mode includes: communication mode and sound used during communication;
and initiatively initiating a communication topic to the target client by utilizing the communication mode and the sound adopted during communication.
2. The interactive method of claim 1, wherein after the actively initiating the topic of communication to the target customer, further comprising:
acquiring the voice information fed back by the target client aiming at the communication topic;
carrying out voice recognition on the voice information to obtain the demand information of the target customer;
searching the demand information in a preset knowledge base to obtain answer information corresponding to the demand information;
and feeding back the answer information to the target client by using the communication mode and the sound adopted during communication.
3. The interaction method according to claim 2, wherein after searching the required information in a preset knowledge base and obtaining the answer information corresponding to the required information, the method further comprises:
judging whether the number of answer information corresponding to the demand information is larger than a threshold value or not;
if the number of answer information corresponding to the demand information is judged to be larger than a threshold value, clustering all the answer information to obtain clustered answer information;
and the clustered answer information is used for asking the target client in a reverse way.
4. The interaction method according to claim 3, wherein after the questioning the target customer with the clustered solution information, further comprising:
acquiring image information of the target client in real time;
judging whether the target client has bad emotion or not by using the image information of the target client;
if the target client is judged to have bad emotion, the question asking is finished, and a cold conversation mode is started; wherein the cold talk communication mode is used to relieve the bad emotion of the client.
5. The interaction method according to claim 1, wherein after the feedback of the answer information to the target customer by using the communication manner and the sound used in the communication, further comprises:
storing the communication information with the target client in the preset knowledge base; the communication information comprises voiceprint information, image information and question information generated by the target client in the communication process.
6. A robot interaction apparatus, comprising:
a first acquisition unit configured to acquire client information of at least one client; wherein the customer information includes: the expression information of the client and the identity information of the client;
the first searching unit is used for searching and obtaining a target customer by utilizing the expression information of the customer; wherein the target customer is the customer who most urgently seeks help;
the determining unit is used for determining an exchange mode when the target client communicates with the server by using the identity information corresponding to the target client; wherein, the communication mode includes: communication mode and sound used during communication;
and the communication unit is used for initiatively initiating a communication topic to the target client by utilizing the communication mode and the sound adopted during communication.
7. The interaction device of claim 6, further comprising:
the second acquisition unit is used for acquiring the voice information of the feedback of the target client aiming at the communication topic;
the voice recognition unit is used for carrying out voice recognition on the voice information to obtain the demand information of the target customer;
the second searching unit is used for searching the demand information in a preset knowledge base to obtain answer information corresponding to the demand information;
and the feedback unit is used for feeding back the answer information to the target client by using the communication mode and the sound adopted during communication.
8. The interactive apparatus of claim 7, further comprising:
the first judgment unit is used for judging whether the number of answer information corresponding to the demand information is larger than a threshold value or not;
the clustering unit is used for clustering all the answer information to obtain clustered answer information if the first judging unit judges that the number of the answer information corresponding to the demand information is greater than a threshold value;
and the question-back unit is used for asking back the target client by using the clustered answer information.
9. An electronic device, comprising:
one or more processors;
a storage device having one or more programs stored thereon;
the one or more programs, when executed by the one or more processors, cause the one or more processors to implement the method of any of claims 1-5.
10. A computer storage medium, having a computer program stored thereon, wherein the computer program, when executed by a processor, implements the method of any of claims 1 to 5.
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