CN112199471A - Customer service problem information processing method, customer service problem information processing equipment and storage medium - Google Patents
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Abstract
The invention provides a customer service problem information processing method, equipment and a storage medium, wherein the customer service problem information processing method comprises the following steps: acquiring customer service problem information, and performing segmentation processing on the customer service problem information according to a first preset rule to obtain a plurality of segmented character information; carrying out keyword identification processing on each segmented character information to obtain keyword information corresponding to the segmented character information; integrating the keyword information according to a second preset rule to obtain effective problem information; and inquiring problem solution information corresponding to the effective problem information according to the effective problem information, and feeding back the problem solution information to a user. According to the invention, by carrying out segmentation processing on the large segment of characters in the customer service problem information, the keyword information is convenient to identify and extract, and by carrying out integration processing on the keyword information, the matching degree of the problem format is improved, and the success probability of matching existing problems is increased.
Description
Technical Field
The present invention relates to the field of information processing technologies, and in particular, to a method, an apparatus, and a storage medium for processing customer service problem information.
Background
With the development of scientific technology, particularly the rise of artificial intelligence, the traditional customer service industry gradually establishes customer service robots based on artificial intelligence, most of the robots exist in a text robot mode, and the robots identify the problems of the users and find the corresponding answers of the knowledge base to the users based on the problems and the answers defined in the knowledge base, so that the problems of the simple and repeated users are solved, and the quality of solving the problems by the artificial customer service is improved.
The current intelligent customer service can quickly give a response to the questions which have already been answered by the knowledge base, and the questions are relatively simple and clear and have strong target. However, the information processing of the traditional user problem feedback mode (large text with mixed information such as psychology, problem, appeal and the like) is relatively weak, because the user feedback problem is not concentrated and the information is loose. The existing intelligent customer service information processing system can not identify and process the information and always prompts a user to connect manual service, so that the pressure of manual customer service is increased.
Therefore, the prior art has defects and needs to be improved and developed.
Disclosure of Invention
The technical problem to be solved by the present invention is to provide a method, a device and a storage medium for processing customer service problem information, aiming at solving the problems that when the customer service device solves the answer in the prior art, the user feedback problem is generally not centralized, the information is loose, and the customer service device cannot identify and process.
The technical scheme adopted by the invention for solving the technical problem is as follows:
a customer service problem information processing method comprises the following steps:
acquiring customer service problem information, and performing segmentation processing on the customer service problem information according to a first preset rule to obtain a plurality of segmented character information;
carrying out keyword identification processing on each segmented character information to obtain keyword information corresponding to the segmented character information;
integrating the keyword information according to a second preset rule to obtain effective problem information;
and inquiring problem solution information corresponding to the effective problem information according to the effective problem information, and feeding back the problem solution information to a user.
Further, the step of obtaining the customer service problem information, and performing segmentation processing on the customer service problem information according to a first preset rule to obtain a plurality of segmented text messages further comprises:
pre-storing a keyword information database, a problem feedback database and a solution knowledge base;
wherein the keyword information database comprises: keyword and data format; the solution knowledge base includes a correspondence between the problem information and the problem solution information.
Further, the step of obtaining the customer service problem information, and performing segmentation processing on the customer service problem information according to a first preset rule to obtain a plurality of segmented text messages specifically includes:
when a problem input instruction of a user is received, obtaining customer service problem information input by the user;
generating an original feedback data table according to the customer service problem information, and storing the original feedback data table in the problem feedback database;
and carrying out segmentation processing on the customer service problem information according to a first preset rule to obtain a plurality of segmented character information.
Further, the step of performing keyword recognition processing on each piece of segmented text information to obtain keyword information corresponding to the piece of segmented text information specifically includes:
judging whether each piece of segmented character information has a keyword in the keyword information database;
if yes, storing the keywords of the segmented character information as the keyword information corresponding to the segmented character information;
and generating a keyword extraction data table according to the keyword information, and storing the keyword extraction data table into the problem feedback database.
Further, the step of integrating the keyword information according to a second preset rule to obtain effective question information specifically includes:
integrating the keyword information according to a data format in the keyword information database;
and storing the integrated keyword information as effective problem information, generating an effective problem information table and storing the effective problem information table into the problem feedback database.
Further, the step of querying problem solution information corresponding to the effective problem information according to the effective problem information and feeding back the problem solution information to a user specifically includes:
inquiring the corresponding relation in the solution knowledge base according to the effective problem information to obtain problem solution information corresponding to the effective problem information;
and issuing the problem solution information to a user in a text or link mode.
Further, the customer service problem information processing method further comprises the following steps:
and if detecting that the key information data in the customer service problem information is lost, sending a prompt for supplementing the key information.
Further, the customer service problem information processing method further comprises the following steps:
when the problem solution information corresponding to the effective problem information does not exist in the solution knowledge base, recording the effective problem information;
inquiring problem information with the similarity between the effective problem information and the solution knowledge base within a preset range;
acquiring problem solution information corresponding to the problem information and feeding the problem solution information back to a user;
when an evaluation instruction of a user is received, an evaluation result input by the user is obtained, and the evaluation result is stored in a solution knowledge base.
The present invention also provides an apparatus, comprising: the customer service problem information processing method comprises a memory, a processor and a customer service problem information processing program which is stored on the memory and can run on the processor, wherein the customer service problem information processing program realizes the steps of the customer service problem information processing method when being executed by the processor.
The invention also provides a storage medium, wherein the storage medium stores a customer service problem information processing program, and the customer service problem information processing program realizes the steps of the customer service problem information processing method when being executed by a processor.
The invention provides a customer service problem information processing method, equipment and a storage medium, wherein the customer service problem information processing method comprises the following steps: acquiring customer service problem information, and performing segmentation processing on the customer service problem information according to a first preset rule to obtain a plurality of segmented character information; carrying out keyword identification processing on each segmented character information to obtain keyword information corresponding to the segmented character information; integrating the keyword information according to a second preset rule to obtain effective problem information; and inquiring problem solution information corresponding to the effective problem information according to the effective problem information, and feeding back the problem solution information to a user. According to the invention, by carrying out segmentation processing on the large segment of characters in the customer service problem information, the keyword information is convenient to identify and extract, and by carrying out integration processing on the keyword information, the matching degree of the problem format is improved, and the success probability of matching existing problems is increased.
Drawings
FIG. 1 is a flow chart of a method for processing customer service problem information according to a preferred embodiment of the present invention.
FIG. 2 is a flowchart of step S100 in the preferred embodiment of the customer service problem information processing method of the present invention.
FIG. 3 is a flowchart of step S200 in the preferred embodiment of the customer service problem information processing method of the present invention.
FIG. 4 is a flowchart of step S300 in the preferred embodiment of the customer service problem information processing method of the present invention.
FIG. 5 is a flowchart of step S400 in the preferred embodiment of the customer service problem information processing method of the present invention.
FIG. 6 is a flow chart of the method for processing customer service issue information according to the present invention when there is no issue solution information corresponding to the valid issue information in the solution knowledge base.
Fig. 7 is a functional block diagram of a preferred embodiment of the apparatus of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the present invention clearer and clearer, the present invention is further described in detail below with reference to the accompanying drawings and examples. It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.
In order to solve the problems that in the prior art, when customer service equipment answers, the problems fed back by users are generally not centralized, information is loose, and the customer service equipment cannot identify and process the problems, intelligent customer service needs a quick and efficient problem feedback information processing system to intelligently process the problems fed back by the users. The invention can improve the feedback recognition efficiency of the user problem, solve the problem of low recognition rate of the customer complaint of the customer service equipment and improve the service quality of the intelligent customer service.
Referring to fig. 1, fig. 1 is a flow chart of a customer service problem information processing method according to the present invention. As shown in fig. 1, the method for processing customer service problem information according to the embodiment of the present invention includes the following steps:
s100, obtaining customer service problem information, and carrying out segmentation processing on the customer service problem information according to a first preset rule to obtain a plurality of segmented character information.
In one implementation, the step S100 further includes, before the step S: a keyword information database, a problem feedback database, and a solution knowledge base are pre-stored. Wherein the keyword information database comprises: keyword and data format; the key information database is of a tree-shaped association structure, key information has necessary items and non-necessary items, and the key information dynamically changes according to different tree-shaped association structures. The solution knowledge base includes a correspondence between effective problem information and problem solution information. That is, the solution knowledge base has questions and responses, the questions are not unique, one response may correspond to a plurality of question descriptions, and the response association is performed by keywords.
In a further implementation manner, referring to fig. 2, the step S100 specifically includes:
s110, when a problem input instruction of a user is received, obtaining customer service problem information input by the user;
s120, generating an original feedback data table according to the customer service problem information, and storing the original feedback data table in the problem feedback database;
s130, carrying out segmentation processing on the customer service problem information according to a first preset rule to obtain a plurality of segmented character information.
The user inputs the problem to be solved to the equipment (such as a customer service robot), a problem feedback module can be arranged, and the user enters the problem feedback module to fill in the problem to be fed back. The problem feedback module is a robot seat and can receive the problem feedback of a user, and the feedback problem can be a form or characters. Specifically, after the user inputs the question feedback characters, the characters are sent to the intelligent customer service robot.
And generating an original feedback data table according to the customer service question information for convenient viewing, and storing the original feedback data table in the question feedback database. And the user and the original feedback data table have a one-to-one correspondence relationship.
Furthermore, in order to identify loose and large-segment characters of information input by a user, the customer service equipment can perform segmented processing on the customer service problem information, so that the large-segment characters are intercepted into small-segment characters, and the keyword information is conveniently identified and extracted. The first preset rule is a preset segmentation rule, and may be a segment for each punctuation mark such as a period or a question mark.
S200, carrying out keyword identification processing on each segmented character information to obtain keyword information corresponding to the segmented character information.
In an implementation manner, referring to fig. 3, the step S200 specifically includes:
s210, judging whether each piece of segmented character information has a keyword in the keyword information database;
s220, if yes, storing the keywords of the segmented character information as the keyword information corresponding to the segmented character information;
and S230, generating a keyword extraction data table according to the keyword information, and storing the keyword extraction data table into the problem feedback database.
Specifically, when the segmented character information has a keyword stored in the keyword information database, the keyword is saved as corresponding keyword information. If there is no keyword in a certain segmented text message, the segmented text message has no corresponding keyword message, that is, the segmented text message is useless. For example, an information extraction module may be provided in the customer service device, and the information extraction module extracts whether the information fed back by the user covers the key information according to the key information database.
S300, integrating the keyword information according to a second preset rule to obtain effective problem information.
In an implementation manner, referring to fig. 4, the step S300 specifically includes:
s310, integrating the keyword information according to a data format in the keyword information database;
and S320, storing the integrated keyword information as effective question information, generating an effective question information table and storing the effective question information table in the question feedback database.
Specifically, the keyword information is subjected to validity integration according to a data format in the keyword information database, and an integrated data style sheet is generated, which is the user intention information. The customer service device may be provided with an intent recognition module for recognizing the user's intent through question feedback. The integrated data style sheet is used for feeding back data styles of information integration, and effectively reorganizes the feedback information of the user according to the tree-shaped associated structure of the keywords, so that the feedback information is convenient to understand.
And generating an effective problem information table from the combined effective problem information and storing the effective problem information table in the problem feedback database. The invention not only simplifies a large amount of characters input by a user, but also integrates the characters according to the preset data format, thereby improving the matching degree of the problem format and increasing the success probability of matching the existing problems. That is, the problem feedback database of the present invention stores the original feedback data table, the effective problem information table, the keyword extraction data table, and the integrated data style table of the user.
S400, inquiring problem solution information corresponding to the effective problem information according to the effective problem information, and feeding back the problem solution information to a user.
In one implementation, referring to fig. 5, the step S400 specifically includes:
s410, inquiring the corresponding relation in the solution knowledge base according to the effective problem information to obtain problem solution information corresponding to the effective problem information;
and S420, issuing the problem solution information to a user in a text or link mode.
Specifically, according to the identified keyword information and data style, a solution knowledge base is read, and a corresponding user problem solution is queried. The customer service equipment can be provided with a data analysis module for analyzing the relevance of the feedback information of the user and the solution. Further, the found solution is issued to the user in a text or link mode, and the issued link includes the identified solution corresponding to the user intention and the integration style. The customer service equipment can be provided with an information release module for issuing a solution.
In one implementation, the customer service problem information processing method further includes: and if detecting that the key information data in the customer service problem information is lost, sending a prompt for supplementing the key information.
Specifically, the information extraction module of the customer service device can also determine whether the covered key system has a necessary item loss. If the key information data related to the feedback data of the user is lost, the intelligent customer service returns a prompt for prompting the user to supplement the key information to the user, and the intelligent customer service supplements the part of data to the database according to the prompt supplement data.
In one implementation manner, referring to fig. 6, the customer service problem information processing method further includes:
s510, when the problem solution information corresponding to the effective problem information does not exist in a solution knowledge base, recording the effective problem information;
s520, inquiring problem information with the similarity between the effective problem information and the solution knowledge base within a preset range;
s530, acquiring problem solution information corresponding to the problem information and feeding the problem solution information back to a user;
and S540, when an evaluation instruction of the user is received, acquiring an evaluation result input by the user, and storing the evaluation result in a solution knowledge base.
Specifically, when the valid problem information is different from the problem information stored in the solution knowledge base, that is, the valid problem information does not have corresponding problem solution information, at this time, the valid problem information which cannot be solved is recorded, and a solution which is possible to solve the user is sent to the user according to the artificial intelligence analysis. Specifically, the problem information with similar keywords can be searched by calculating the similarity, and then the corresponding problem solution information can be searched. The user evaluates according to the pushed problem solution information, and the customer service equipment optimizes the problem description data of the solution knowledge base according to the evaluation result, so that the effectiveness of problem positioning is improved, and the efficiency of problem one-time solution is improved.
Further, after the user solves the customer service problem according to the issued solution, the solution can be evaluated. And the customer service equipment also extracts the solution information and the problem information, puts the extraction result into a problem library of a solution knowledge base, wherein the problem library corresponds to the solution and marks keywords of the problem.
Further, as shown in fig. 7, based on the above customer service problem information processing method, the present invention also provides a device, which includes a processor 10 and a memory 20. Fig. 7 shows only some of the components of the device, but it is to be understood that not all of the shown components are required to be implemented, and that more or fewer components may be implemented instead.
The memory 20 may in some embodiments be an internal storage unit of the device, such as a hard disk or a memory of the device. The memory 20 may also be an external storage device of the device in other embodiments, such as a plug-in hard disk, a Smart Media Card (SMC), a Secure Digital (SD) Card, a Flash memory Card (Flash Card), etc. provided on the device. Further, the memory 20 may also include both internal storage units of the device and external storage devices. The memory 20 is used for storing application software installed in the device and various types of data, such as program codes of the installation device. The memory 20 may also be used to temporarily store data that has been output or is to be output. In one embodiment, the memory 20 stores a customer care issue information processing program 30, and the customer care issue information processing program 30 can be executed by the processor 10, so as to implement the customer care issue information processing method in the present application.
The processor 10 may be, in some embodiments, a Central Processing Unit (CPU), a microprocessor or other data Processing chip, and is configured to run program codes stored in the memory 20 or process data, such as executing the customer service problem information Processing method.
In one embodiment, when the processor 10 executes the customer care information handler 30 in the memory 20, the following steps are implemented:
acquiring customer service problem information, and performing segmentation processing on the customer service problem information according to a first preset rule to obtain a plurality of segmented character information;
carrying out keyword identification processing on each segmented character information to obtain keyword information corresponding to the segmented character information;
integrating the keyword information according to a second preset rule to obtain effective problem information;
and inquiring problem solution information corresponding to the effective problem information according to the effective problem information, and feeding back the problem solution information to a user.
The step of obtaining the customer service problem information, and performing segmentation processing on the customer service problem information according to a first preset rule to obtain a plurality of segmented character information further comprises the following steps:
pre-storing a keyword information database, a problem feedback database and a solution knowledge base;
wherein the keyword information database comprises: keyword and data format; the solution knowledge base includes a correspondence between the problem information and the problem solution information.
The step of obtaining the customer service problem information, and performing segmentation processing on the customer service problem information according to a first preset rule to obtain a plurality of segmented character information specifically comprises the following steps:
when a problem input instruction of a user is received, obtaining customer service problem information input by the user;
generating an original feedback data table according to the customer service problem information, and storing the original feedback data table in the problem feedback database;
and carrying out segmentation processing on the customer service problem information according to a first preset rule to obtain a plurality of segmented character information.
The step of performing keyword recognition processing on each piece of segmented character information to obtain keyword information corresponding to the piece of segmented character information specifically includes:
judging whether each piece of segmented character information has a keyword in the keyword information database;
if yes, storing the keywords of the segmented character information as the keyword information corresponding to the segmented character information;
and generating a keyword extraction data table according to the keyword information, and storing the keyword extraction data table into the problem feedback database.
The step of integrating the keyword information according to a second preset rule to obtain effective problem information specifically includes:
integrating the keyword information according to a data format in the keyword information database;
and storing the integrated keyword information as effective problem information, generating an effective problem information table and storing the effective problem information table into the problem feedback database.
The steps of inquiring the problem solution information corresponding to the effective problem information according to the effective problem information and feeding back the problem solution information to the user specifically include:
inquiring the corresponding relation in the solution knowledge base according to the effective problem information to obtain problem solution information corresponding to the effective problem information;
and issuing the problem solution information to a user in a text or link mode.
When the processor 10 executes the customer care information processing program 30 in the memory 20, the following steps are also implemented:
and if detecting that the key information data in the customer service problem information is lost, sending a prompt for supplementing the key information.
When the processor 10 executes the customer care information processing program 30 in the memory 20, the following steps are also implemented:
when the problem solution information corresponding to the effective problem information does not exist in the solution knowledge base, recording the effective problem information;
inquiring problem information with the similarity between the effective problem information and the solution knowledge base within a preset range;
acquiring problem solution information corresponding to the problem information and feeding the problem solution information back to a user;
when an evaluation instruction of a user is received, an evaluation result input by the user is obtained, and the evaluation result is stored in a solution knowledge base.
The invention also provides a storage medium, wherein the storage medium stores a customer service problem information processing program, and the customer service problem information processing program realizes the steps of the customer service problem information processing method when being executed by a processor.
In summary, the present invention discloses a method, a device and a storage medium for processing customer service problem information, which includes: acquiring customer service problem information, and performing segmentation processing on the customer service problem information according to a first preset rule to obtain a plurality of segmented character information; carrying out keyword identification processing on each segmented character information to obtain keyword information corresponding to the segmented character information; integrating the keyword information according to a second preset rule to obtain effective problem information; and inquiring problem solution information corresponding to the effective problem information according to the effective problem information, and feeding back the problem solution information to a user. According to the invention, by carrying out segmentation processing on the large segment of characters in the customer service problem information, the keyword information is convenient to identify and extract, and by carrying out integration processing on the keyword information, the matching degree of the problem format is improved, and the success probability of matching existing problems is increased.
It is to be understood that the invention is not limited to the examples described above, but that modifications and variations may be effected thereto by those of ordinary skill in the art in light of the foregoing description, and that all such modifications and variations are intended to be within the scope of the invention as defined by the appended claims.
Claims (10)
1. A customer service problem information processing method is characterized by comprising the following steps:
acquiring customer service problem information, and performing segmentation processing on the customer service problem information according to a first preset rule to obtain a plurality of segmented character information;
carrying out keyword identification processing on each segmented character information to obtain keyword information corresponding to the segmented character information;
integrating the keyword information according to a second preset rule to obtain effective problem information;
and inquiring problem solution information corresponding to the effective problem information according to the effective problem information, and feeding back the problem solution information to a user.
2. The customer service problem information processing method according to claim 1, wherein the step of obtaining customer service problem information, and performing segmentation processing on the customer service problem information according to a first preset rule to obtain a plurality of segmented text messages further comprises:
pre-storing a keyword information database, a problem feedback database and a solution knowledge base;
wherein the keyword information database comprises: keyword and data format; the solution knowledge base includes a correspondence between the problem information and the problem solution information.
3. The customer service problem information processing method according to claim 2, wherein the step of obtaining customer service problem information, and performing segmentation processing on the customer service problem information according to a first preset rule to obtain a plurality of segmented text messages specifically comprises:
when a problem input instruction of a user is received, obtaining customer service problem information input by the user;
generating an original feedback data table according to the customer service problem information, and storing the original feedback data table in the problem feedback database;
and carrying out segmentation processing on the customer service problem information according to a first preset rule to obtain a plurality of segmented character information.
4. The customer service problem information processing method according to claim 2, wherein the step of performing keyword recognition processing on each piece of segmented text information to obtain keyword information corresponding to the piece of segmented text information specifically comprises:
judging whether each piece of segmented character information has a keyword in the keyword information database;
if yes, storing the keywords of the segmented character information as the keyword information corresponding to the segmented character information;
and generating a keyword extraction data table according to the keyword information, and storing the keyword extraction data table into the problem feedback database.
5. The customer service problem information processing method according to claim 2, wherein the step of integrating the keyword information according to a second preset rule to obtain valid problem information specifically comprises:
integrating the keyword information according to a data format in the keyword information database;
and storing the integrated keyword information as effective problem information, generating an effective problem information table and storing the effective problem information table into the problem feedback database.
6. The customer service problem information processing method according to claim 2, wherein the step of querying the problem solution information corresponding to the effective problem information according to the effective problem information and feeding back the problem solution information to the user specifically comprises:
inquiring the corresponding relation in the solution knowledge base according to the effective problem information to obtain problem solution information corresponding to the effective problem information;
and issuing the problem solution information to a user in a text or link mode.
7. The customer service problem information processing method according to claim 1, further comprising:
and if detecting that the key information data in the customer service problem information is lost, sending a prompt for supplementing the key information.
8. The customer service problem information processing method according to claim 1, further comprising:
when the problem solution information corresponding to the effective problem information does not exist in the solution knowledge base, recording the effective problem information;
inquiring problem information with the similarity between the effective problem information and the solution knowledge base within a preset range;
acquiring problem solution information corresponding to the problem information and feeding the problem solution information back to a user;
when an evaluation instruction of a user is received, an evaluation result input by the user is obtained, and the evaluation result is stored in a solution knowledge base.
9. An apparatus, characterized in that the apparatus comprises: a memory, a processor and a customer care issue information handling program stored on the memory and executable on the processor, the customer care issue information handling program when executed by the processor implementing the steps of the customer care issue information handling method as claimed in any one of claims 1-8.
10. A storage medium storing a customer care issue information processing program which, when executed by a processor, implements the steps of the customer care issue information processing method according to any one of claims 1 to 8.
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