CN112766985A

CN112766985A - Information processing method, device and storage medium

Info

Publication number: CN112766985A
Application number: CN202110104032.6A
Authority: CN
Inventors: 万艺; 周龙; 孙志伟; 郭煌建; 王玉梅
Original assignee: Beijing Xiaomi Mobile Software Co Ltd
Current assignee: Beijing Xiaomi Mobile Software Co Ltd
Priority date: 2021-01-26
Filing date: 2021-01-26
Publication date: 2021-05-07

Abstract

The present disclosure relates to an information processing method, an information processing apparatus, and a storage medium, wherein the information processing method includes: acquiring a feedback problem aiming at a target product; determining whether first reply information of the feedback question already exists; if the first reply information of the feedback problem does not exist, distributing the feedback problem to a use terminal of the target product; and receiving second reply information of the feedback question returned by the using terminal, and returning the second reply information to the question asking terminal which provides the feedback question. Therefore, for the feedback problem which does not exist in advance, automatic reply can be realized in a mode of solving through the use terminal of the target product without manual solving.

Description

Information processing method, device and storage medium

Technical Field

The present disclosure relates to the field of data processing technologies, and in particular, to an information processing method and apparatus, and a storage medium.

Background

After various products are put into the market, in order to ensure smooth use of users and optimized upgrading of the products, more and more communication is provided between the users and product providers. It is becoming increasingly important to maximize the ability to answer or solve a user's questions with minimal human costs. With the rapid increase of the number of users of various products, it becomes impractical to solve the feedback of users by professionals, and not only more professionals are needed to participate, but also the problem of slow response speed and the like occurs. And the solution station angle of the professional is different from that of the user, so that the problem solution cannot meet the user requirement. Thus, the current solution is limited in application.

Disclosure of Invention

The present disclosure provides an information processing method, apparatus, and storage medium.

According to a first aspect of the embodiments of the present disclosure, there is provided an information processing method including:

acquiring a feedback problem aiming at a target product;

determining whether first reply information of the feedback question already exists;

if the first reply information of the feedback problem does not exist, distributing the feedback problem to a use terminal of the target product;

and receiving second reply information of the feedback question returned by the using terminal, and returning the second reply information to the question asking terminal which provides the feedback question.

Optionally, the feedback problem comprises: a first feedback question regarding a usage operation of the target product;

if the first reply information of the feedback problem does not exist, distributing the feedback problem to the use terminal of the target product, including:

if the first feedback information of the first feedback problem does not exist, determining the type of the first feedback problem;

and distributing the first feedback question to the corresponding use terminal of the target product according to the type of the first feedback question.

Optionally, the determining the type of the first feedback question includes:

and determining the type of the first feedback problem according to the receiving times of the first feedback problem, the content contained in the first feedback problem and/or the duration of the first feedback problem which is not successfully solved.

Optionally, the method further comprises:

determining the use terminal to receive the feedback problem according to the use parameters of the target product on a plurality of candidate use terminals; wherein the usage parameters include: the frequency of use of the target product or the number of historical replies to the target product.

Optionally, the user terminal includes:

a first type of user terminal handling a first type of feedback problem;

a second type of user terminal handling a second type of feedback problem; wherein the second type of feedback problem is prioritized over the first type of feedback problem.

Optionally, the determining, according to the usage parameters of the target product on the multiple candidate terminals, the usage terminal that is to receive the feedback problem includes:

determining the types of a plurality of candidate using terminals according to the using parameters of target products on the candidate using terminals;

and determining the user terminal to receive the feedback problem from the plurality of candidate user terminals according to the corresponding relation between the types of the candidate user terminals and the types of the feedback problems.

Optionally, the determining the types of the multiple candidate terminals according to the usage parameters of the target product on the multiple candidate terminals includes:

if the using frequency of the target product is higher than a first frequency threshold and smaller than a second frequency threshold or the historical reply times aiming at the target product is higher than a first time threshold and smaller than a second time threshold on a candidate using terminal, determining that the candidate using terminal is a first type using terminal of the first type using terminal; wherein the second frequency threshold is greater than the first frequency threshold; the second nonce threshold is greater than the first nonce threshold;

or;

and if the use frequency of the target product is higher than a second frequency threshold value or the historical reply times aiming at the target product is higher than a second time threshold value on the candidate use terminal, determining that the candidate use terminal is a second type use terminal of a second type use terminal.

Optionally, the receiving second reply information of the feedback question returned by the user terminal includes:

when the feedback question is the second type of feedback question, receiving a revised question obtained by revising the feedback question by the using terminal and the second reply message to the revised question.

Optionally, the feedback problem comprises: a second feedback question regarding an improvement recommendation for the target product;

and if the first feedback information of the second feedback problem does not exist, distributing the second feedback problem of which the receiving times are greater than a third time threshold value to the use terminal according to the receiving times of the second feedback problem.

Optionally, the distributing the feedback question to the use terminal of the target product includes:

determining the heat value of the feedback problem and the magnitude sequence of the heat value according to the receiving times of the feedback problem;

and according to the result of the size sorting, the feedback problems are sequentially distributed to the use terminal.

Optionally, the method further comprises:

and when the fact that the using terminal returns the second reply information is determined, distributing rewards of question reply to the using terminal.

Optionally, the method further comprises:

acquiring evaluation information of the questioning terminal on the second reply information;

determining whether the feedback problem is successfully solved or not according to the evaluation information;

and when the feedback problem is determined to be successfully solved, adding the second reply information to a problem library corresponding to the feedback problem.

According to a second aspect of the embodiments of the present disclosure, there is provided an information processing apparatus including:

the acquisition module is used for acquiring a feedback problem aiming at a target product;

a reply determining module for determining whether first reply information of the feedback question exists;

the distribution module is used for distributing the feedback problem to the use terminal of the target product if the first reply information of the feedback problem does not exist;

and the transceiver module is used for receiving second reply information of the feedback question returned by the user terminal and returning the second reply information to the question terminal which provides the feedback question.

the distribution module comprises:

the type determining module is used for determining the type of the first feedback problem if the first feedback information of the first feedback problem does not exist;

and the distribution submodule is used for distributing the first feedback problem to the corresponding use terminal of the target product according to the type of the first feedback problem.

Optionally, the type determining module is further configured to:

Optionally, the apparatus further comprises:

the terminal determining module is used for determining the using terminal to receive the feedback problem according to the using parameters of the target product on the plurality of candidate using terminals; wherein the usage parameters include: the frequency of use of the target product or the number of historical replies to the target product.

Optionally, the user terminal includes:

a first type of user terminal handling a first type of feedback problem;

Optionally, the terminal determining module includes:

the terminal type determining module is used for determining the types of the candidate using terminals according to the using parameters of the target products on the candidate using terminals;

and the terminal determining submodule is used for determining the use terminal to receive the feedback problem from the plurality of candidate use terminals according to the corresponding relation between the types of the candidate use terminals and the types of the feedback problems.

Optionally, the terminal type determining module is further configured to:

if the using frequency of the target product is higher than a first frequency threshold and smaller than a second frequency threshold or the historical reply times aiming at the target product is higher than a first time threshold and smaller than a second time threshold on a candidate using terminal, determining that the candidate using terminal is a first type using terminal; wherein the second frequency threshold is greater than the first frequency threshold; the second nonce threshold is greater than the first nonce threshold;

or;

and if the use frequency of the target product is higher than a second frequency threshold value or the historical reply times aiming at the target product is higher than a second time threshold value on the candidate use terminal, determining that the candidate use terminal is a second type use terminal.

Optionally, the transceiver module includes:

a receiving module, configured to receive, when the feedback question is the second type of feedback question, a revision question obtained by revising the feedback question by the using terminal, and the second reply information for the revision question.

the distribution module is further configured to:

Optionally, the distribution module is further configured to:

Optionally, the apparatus further comprises:

and the reward sending module is used for distributing the reward of the question reply to the using terminal when the using terminal is determined to return the second reply information.

Optionally, the apparatus further comprises:

the evaluation module is used for acquiring evaluation information of the questioning terminal on the second reply information;

the judging module is used for determining whether the feedback problem is successfully solved or not according to the evaluation information;

and the adding module is used for adding the second reply information to the question bank corresponding to the feedback question when the feedback question is determined to be successfully solved.

According to a third aspect of the embodiments of the present disclosure, there is provided an information processing apparatus including:

a processor;

a memory for storing processor-executable instructions;

wherein the processor is configured to: the method of any of the above first aspects is implemented when executable instructions stored in the memory are executed.

According to a fourth aspect of embodiments of the present disclosure, there is provided a non-transitory computer-readable storage medium having stored therein computer-executable instructions that, when executed by a processor, implement the steps of the method provided by any one of the above-mentioned first aspects.

The technical scheme provided by the embodiment of the disclosure can have the following beneficial effects:

according to the information processing method provided by the embodiment of the disclosure, after a feedback question for a target product is obtained, whether the feedback question is a known question or not is determined, and if the feedback question is not a known question, the feedback question is distributed to a use terminal of the target product for answering; therefore, when receiving the second reply message returned by the using terminal, the question terminal feeding back the question can send the second reply message to the question terminal. Thus, on the one hand, even if the feedback question is a newly proposed question and no reply information about the feedback question exists in the database, the corresponding reply information can be provided by distributing the feedback question to the use terminals of the target product for solution. On the other hand, a mode of using the terminal to participate in reply is introduced, so that the response speed can be greatly improved compared with a mode of only providing answers by professional personnel, a large number of professional personnel are not required to be configured, and the personnel cost can be reduced. On the other hand, if the solution is provided by the professional, more replies are provided in the aspect of research and development, and the participation of the terminal is introduced, the replies can be provided in the aspect of the user, so that the solution is more suitable for the needs of the user and more accurate. In addition, the use terminal of the target product participates in answering, so that the knowledge of the user on the target product can be deepened, the participation sense is increased, and the richer use experience can be obtained.

It is to be understood that both the foregoing general description and the following detailed description are exemplary and explanatory only and are not restrictive of the disclosure.

Drawings

The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the invention and together with the description, serve to explain the principles of the invention.

Fig. 1 is a first flowchart illustrating an information processing method according to an example embodiment.

FIG. 2 is a flow chart diagram two illustrating an information processing method according to an exemplary embodiment.

Fig. 3 is a flow chart diagram three illustrating an information processing method according to an example embodiment.

FIG. 4 is a flow chart diagram four illustrating an information processing method in accordance with an exemplary embodiment.

Fig. 5 is a schematic diagram showing a configuration of an information processing apparatus according to an exemplary embodiment.

Fig. 6 is a block diagram illustrating an information processing apparatus according to an example embodiment.

Detailed Description

Reference will now be made in detail to the exemplary embodiments, examples of which are illustrated in the accompanying drawings. When the following description refers to the accompanying drawings, like numbers in different drawings represent the same or similar elements unless otherwise indicated. The implementations described in the exemplary embodiments below are not intended to represent all implementations consistent with the present disclosure. Rather, they are merely examples of apparatus and methods consistent with certain aspects of the present disclosure, as detailed in the appended claims.

The disclosed embodiment provides an information processing method, fig. 1 is a flow chart of an information processing method shown according to an exemplary embodiment, and as shown in fig. 1, the information processing method includes the following steps:

step 101, obtaining a feedback problem aiming at a target product;

step 102, determining whether first reply information of the feedback problem exists;

103, if the first reply information of the feedback problem does not exist, distributing the feedback problem to the use terminal of the target product;

and 104, receiving second reply information of the feedback question returned by the using terminal, and returning the second reply information to the questioning terminal which presents the feedback question.

It should be noted that the information processing method can be applied to any electronic device, and the electronic device may be: a smart phone, a tablet computer, or a wearable electronic device, etc.

A question terminal generally refers to a terminal device operated by a user who presents a feedback question. The use terminal broadly refers to a terminal device operated by a user using a target product. The questioning terminal and the using terminal can be any electronic equipment, such as a smart phone, a tablet computer or a smart watch.

The target product may be an application-like product, such as a "WeChat" Application (APP); and also can be equipment products, such as mobile phone products.

In the embodiments of the present disclosure, the feedback problem has different types, for example, the feedback problem includes: a first feedback question regarding the usage operation of the target product, and/or a second feedback question regarding an improvement recommendation for the target product.

Specifically, various feedback problems to the target product may occur when the target product is used after being on-line; for example, feedback on how the functionality of the target product is used or feedback on the target product improvement advice. After acquiring the feedback question, the provider of the target product needs to reply to the feedback question. Therefore, on one hand, the use experience of the user can be improved through the reply; on the other hand, products can be improved better based on the feedback interaction.

In order to provide a reply conveniently and timely, in the embodiment of the present disclosure, some feedback questions and corresponding reply information are stored in advance in the electronic device for executing the information processing method. The feedback question and the corresponding reply information may be pre-stored in a question bank of the electronic device. Therefore, when a feedback question for a target product is acquired, if the feedback question is an existing question, the corresponding question bank can be directly inquired, first reply information corresponding to the feedback question is acquired, and the first reply information is returned to the question terminal.

Here, the pre-stored feedback question and corresponding reply information include: feedback questions and corresponding reply messages raised to the target product in historical use, and predicted feedback questions and corresponding reply messages.

The feedback question and the corresponding reply message proposed to the target product in the historical use may be: and the feedback problem is provided by the user when the target product is used for a period of time after being on line, and the feedback problem corresponds to official reply information. In this way, when the feedback question is proposed again, the stored first reply information can be queried in time to provide a solution.

The predicted feedback question and the corresponding reply message may be: after the target product is on line, the official forecasts the possible problems in the use of the target product and provides the reply information of the problems.

It should be noted that, because the feedback problem occurs after the online user of the product uses the product, if the feedback problem is collected after the user uses the product for a period of time, the feedback problem is stored in the problem library, so that the initial feedback problem cannot be quickly replied. Therefore, according to the embodiment of the disclosure, some problems possibly existing in the use of the target product can be predicted by the product provider according to the condition of the product, and the reply information for the problems can be provided, so that the reply can be provided more quickly, and a part of user requirements can be met.

The case where there is no first reply information for the feedback problem may be: feedback problems, namely new feedback problems, are not stored in the electronic equipment; due to the newly proposed feedback problem, it is not possible for corresponding first reply information to exist within the electronic device. The method can also be as follows: the feedback problem exists, but the first recovery information does not exist; i.e. the feedback problem is always present but not solved. Such as a problem or complication.

Because the electronic device does not have the first reply information to the feedback problem, the first reply information cannot be provided when the feedback problem is received. At this time, in the embodiment of the present disclosure, the second reply information given by the user terminal is obtained by distributing the feedback question to the user terminal of the target product, and the second reply information is returned to the question terminal of the feedback question. In this way, for the feedback problem that the first reply information does not exist, the embodiment of the present disclosure may also provide the corresponding second reply information by way of automatic distribution processing and using the terminal of the target product to solve, without the need of human customer participation to solve.

It should be noted that, the presentation manner of the feedback problem may be: voting form, question and answer form, post form, etc. The voting form is to provide several answers to the feedback question, send several answers to the user terminal, and receive the voting selection result on the user terminal. The question-answer mode is a mode of questioning and directly sending feedback questions to the use terminal. The post form is the form of system posting, which states the question and receives the reply message sent by the terminal. The present disclosure does not limit the presentation form of the manner in which the feedback question is presented.

In some embodiments, the feedback problem comprises: a first feedback question regarding the usage operation of the target product.

In step 103, if there is no first reply information of the feedback problem, distributing the feedback problem to the user terminal of the target product, including:

When the target product is used after being on line, the questioning terminal sends a feedback question aiming at the target product to the electronic equipment when a use question occurs; the feedback question here is a first feedback question indicating a problem with the use of the target product.

Since there are many terminals used for a target product, in the embodiment of the present disclosure, the terminals are divided into a first type of terminal used for processing a first type of feedback problem and a second type of terminal used for processing a second type of feedback problem; wherein the second type of feedback problem is prioritized over the first type of feedback problem.

The types of the feedback problem, corresponding to different usage terminals, include: a first type of feedback problem and a second type of feedback problem.

This first type of feedback question is considered a relatively easy to answer, less severe or less hot to discuss question.

This second type of feedback question is considered a relatively difficult to answer, a more serious question, or a more popular question to discuss.

As some specific examples, the feedback problem was proposed early but has not been solved or has not been adequately solved; feedback issues are issues with modules that can affect the proper functioning of the product; and problems that occur suddenly and frequently, can be considered a second type of feedback problem. And the feedback problem without the first type of feedback problem except the second type of feedback problem is the first type of feedback problem.

For the second type of feedback problem, a user terminal with higher familiarity with the target product needs to be selected to reply, so that the accuracy of reply can be improved as accurately as possible.

And the first type feedback problem can select any using terminal to reply. However, it is desirable that, in consideration of the problem of saving the reply resources, the used terminals other than the second type of used terminal that handles the second type of feedback problem among the used terminals may be determined as the first type of used terminal.

In this way, distribution can be performed based on the type of the feedback question in specific distribution, and different types of first feedback questions can be distributed to appropriate use terminals to reply. Therefore, the appropriate use terminal can be selected for processing based on the respective type characteristics of the feedback problems, and the processing efficiency of the feedback problems is improved.

Fig. 2 is a flow chart illustrating an information processing method according to an exemplary embodiment, the information processing method including the steps of, as shown in fig. 2:

step 201, obtaining a feedback problem aiming at a target product; the feedback question comprises a first feedback question regarding a usage operation of the target product;

step 202, determining whether first feedback information of the first feedback question exists already;

step 203, if there is no first feedback information of the first feedback problem, determining the type of the first feedback problem according to the number of times of receiving the first feedback problem, the content included in the first feedback problem, and/or the duration of time during which the first feedback problem is not successfully solved;

step 204, distributing the first feedback question to a corresponding use terminal of the target product according to the type of the first feedback question;

step 205, receiving a second reply message of the first feedback question returned by the user terminal, and returning the second reply message to the question terminal which presents the first feedback question.

Here, the determining the type of the first feedback question includes:

In the embodiment of the present disclosure, the number of times of receiving the first feedback question represents the discussion hotness of the first feedback question, that is, if the first feedback question is proposed multiple times, the first feedback question is considered to be a common question and belongs to the second type of feedback question. Then at the time of distribution, the first feedback question may be selected to be distributed to a second type of user terminal that handles a second type of feedback question.

The inclusion of the first feedback question may reflect the severity of the first feedback question.

The first feedback question contains contents, including: fault content regarding components within the product, functional usage content regarding the product, and/or pre-sale, post-sale content regarding the product.

Here, when the feedback question contains the content of the trouble about the component in the product, the feedback question is considered to be a serious question, relatively difficult to answer, belonging to the second type of feedback question, and is sent to the second type of use terminal capable of processing the second type of feedback question to perform the processing. Specifically, for example, the problems that the product has battery failure, cannot normally operate or frequently flashes back and the like belong to the second type feedback problem.

It should be noted, however, that when the second type of user terminal is unable to handle such a feedback question regarding the content of the malfunction of the components within the product, in some embodiments, the feedback question may also be sent to the official device; receiving second reply information of the official device to the feedback question about the fault content of the component in the product. The official device is a device corresponding to a research and development personnel of the target product.

Here, when the feedback problem is that the second reply information of the second type user terminal is not received after the receiving time length meets the preset time length, or the number of the received second reply information is less than the number threshold, it is determined that the second type user terminal cannot process the feedback problem.

When the feedback problem includes: the feedback question is considered to be relatively not serious and relatively easy to answer when the function use content of the product and/or the pre-sale and post-sale content of the product belong to a first type feedback question, and the feedback question is sent to a first type use terminal capable of processing the first type feedback question to perform processing.

The duration of time that the first feedback question is not successfully resolved may reflect whether the first feedback question is unresolved for a long time. Further, when the first feedback question was raised early but has not been solved or has not been solved sufficiently, the first feedback question is considered to be a relatively difficult question to answer, belonging to the second type of feedback question.

Here, the duration for which the first feedback problem is not successfully solved may be compared with a preset duration threshold, and the type of the first feedback problem may be determined according to the result of the comparison. Specifically, when the duration that the first feedback problem is not successfully solved is greater than the preset duration threshold, the first feedback problem is considered to be not solved for a long time, and the first feedback problem is determined to be a second type of feedback problem. And when the duration of the first feedback problem which is not successfully solved is less than or equal to the preset duration threshold, the first feedback problem is considered as a first type feedback problem.

In contrast, when the number of times of receiving the first feedback problem, the content of the first feedback problem, and/or the duration of time during which the first feedback problem is not successfully solved do not belong to the above-mentioned cases, the first feedback problem is considered to belong to the first type of feedback problem.

In some embodiments, the method further comprises:

acquiring user attribute information corresponding to a user terminal;

determining the reply capability of the user terminal according to the user attribute information;

and determining the use terminal to receive the feedback problem according to the reply capability.

Here, the user attribute information includes: professional information and academic information.

The professional information can reflect the matching degree of the user and the feedback problem; for example, for a running question of a program, a developer as software can answer the question well.

The academic information can reflect the mastery degree of the user on professional questions, and when the academic is higher, the academic information can be considered to be more suitable for answering some high-difficulty questions in the field.

Therefore, the user attribute information corresponding to the user terminal is combined to match the user terminal with the feedback problem, the problem reply efficiency can be improved, and the reply accuracy can be improved.

In some embodiments, fig. 3 is a flow chart three illustrating an information processing method according to an example embodiment, as shown in fig. 3, the method further comprising:

and 105, determining the use terminal to receive the feedback problem according to the use parameters of the target product on the plurality of candidate use terminals.

Wherein the usage parameters include: the frequency of use of the target product or the number of historical replies to the target product.

In the embodiment of the disclosure, since distribution can be performed based on the type of the feedback question in specific distribution, different types of first feedback questions are distributed to suitable use terminals to reply, and the question reply can be made faster and more accurate. In order to achieve this, it is further necessary to determine the user terminal to be received corresponding to each feedback problem.

Here, the use terminals are determined based on the use parameters of the target product on the respective use terminals.

The usage parameters include: the frequency of use of the target product or the number of historical replies to the target product.

The use frequency can represent the use times of the target product; the more times of use, the greater the familiarity with the target product.

The historical reply times are the reply times participating in the reply to the feedback question in the historical use; the more replies in history that participate in replying to feedback questions, the greater the familiarity with the target product.

Specifically, according to different usage frequencies, the usage terminals can be divided into: a first class of user terminals having a frequency of use higher than a first frequency threshold and lower than a second frequency threshold, and a second class of user terminals having a frequency of use higher than the second frequency threshold.

The first frequency threshold is used for selecting a user terminal with first familiarity to the target product; the second frequency threshold is used for selecting a user terminal with second familiarity to the target product; the second degree of familiarity is greater than the first degree of familiarity; the second frequency threshold is greater than the first frequency threshold.

According to the difference of the historical reply times, the use terminal can be divided into: the third type of using terminals with the historical reply times higher than the first time threshold and smaller than the second time threshold, and the fourth type of using terminals with the historical reply times higher than the second time threshold. Wherein the second nonce threshold is greater than the first nonce threshold.

In this way, when a question needs to be distributed, a corresponding appropriate using terminal can be selected to answer the first feedback question according to the difference of the using frequency or the historical reply times of the using terminal to the target product. Thus, when a feedback problem is received, the problem is not distributed to all the use terminals, and the processing amount of the distribution operation can be reduced. Moreover, some of the terminals are rarely involved in replying to the feedback problem in history, and thus the terminals are distributed to the terminals with little meaning. Based on the type distribution mode, the distribution efficiency can be greatly improved, and the reply effect is also improved.

In some embodiments, the user terminal includes:

a first type of user terminal handling a first type of feedback problem;

As discussed above, this first type of feedback question is considered a relatively easy to answer, less severe, or less hot to discuss question.

Thus, when dealing with the second type of feedback problem, it is necessary to select a user terminal with a higher familiarity with the target product to reply, so as to improve the accuracy of the reply as accurately as possible.

In some embodiments, the determining the user terminal to receive the feedback question according to the usage parameters of the target product on the plurality of candidate terminals includes:

Here, the familiarity of the user of each candidate use terminal with the target product may be determined according to the use situations of the target product on the plurality of candidate use terminals; different familiarity scenarios correspond to different terminal types.

In the embodiment of the present disclosure, the user terminal may be divided into: a first type of usage terminal with a usage frequency higher than a first frequency threshold and lower than a second frequency threshold, and a second type of usage terminal with a usage frequency higher than the second frequency threshold. The first frequency threshold is used for selecting a user terminal with first familiarity to the target product; the second frequency threshold is used for selecting a user terminal with second familiarity to the target product; the second degree of familiarity is greater than the first degree of familiarity; the second frequency threshold is greater than the first frequency threshold.

The first type of user terminal is used for processing the first type of feedback problem, and the second type of user terminal is used for processing the second type of feedback problem. After the types of the candidate user terminals are determined, the method and the device can determine the user terminal to receive the feedback problem from the plurality of candidate user terminals according to the corresponding relation between the types of the candidate user terminals and the types of the feedback problem. In this way, when the feedback problem is received, the problem is not distributed to all the using terminals, but the suitable using terminal is selected from the candidate using terminals for distribution, so that on one hand, the processing amount of distribution operation can be reduced, and on the other hand, the significance of distribution to the using terminals is not large because some using terminals participate in reply to the feedback problem in history, therefore, the distribution efficiency can be greatly improved and the reply effect can also be improved based on the type distribution mode.

Here, the correspondence between the type of the candidate user terminal and the type of the feedback problem may be:

the first type of using terminal corresponds to the first type of feedback problem; the second type of the user terminal corresponds to the second type of the feedback problem.

In some embodiments, the determining the types of the multiple candidate terminals according to the usage parameters of the target product on the multiple candidate terminals comprises:

or;

Here, if the usage frequency of the target product on the current usage terminal is higher than the first frequency threshold and lower than the second frequency threshold, the user corresponding to the current usage terminal is considered to belong to a user having a certain familiarity with the target product, and thus, the current usage terminal belongs to the first type usage terminal. And if the use frequency of the target product on the current use terminal is higher than the second frequency threshold, the user corresponding to the current use terminal is considered to belong to the user familiar with the target product, and thus, the current use terminal belongs to the second type use terminal.

If the historical reply times of the target product on the current using terminal are higher than the first time threshold and smaller than the second time threshold, the user corresponding to the current using terminal is considered to belong to the user with certain familiarity with the target product, and thus the current using terminal belongs to the first type using terminal. And if the historical reply times of the target product on the current using terminal are higher than the second time threshold, the user corresponding to the current using terminal is considered to belong to the user familiar with the target product, and thus, the current using terminal belongs to the second type using terminal.

Here, if the usage frequency of the target product is lower than or equal to a first frequency threshold value or the number of historical replies to the target product is lower than or equal to a first number threshold value on a candidate usage terminal, the candidate usage terminal is considered to be a third type usage terminal. The user corresponding to the third-type usage terminal belongs to a user with low familiarity with the target product, and the significance of distributing to the usage terminals is not large due to the fact that the user does not know the target product so that in order to reduce the processing amount of distribution operation and improve distribution efficiency, in the embodiment of the disclosure, the third-type usage terminal is not distributed with a feedback problem.

Therefore, the use terminal for replying the feedback problem can be determined according to the use frequency or the historical reply frequency of the target product, the distribution efficiency can be greatly improved based on the type distribution mode, and the reply effect is also improved.

In some embodiments, the receiving the second reply message of the feedback question returned by the user terminal includes:

and when the feedback question is the second type of feedback question, receiving a revised question obtained by revising the feedback question by the using terminal and the second reply message of the revised question.

In the disclosed embodiment, the second type of feedback question is considered to be a relatively difficult answer, a relatively serious question or a question with high discussion heat. The feedback question of the second type may be distributed to the second type of consumer terminal for reply.

Revising the second type of feedback question, including: the revisions made to the second type of feedback question are summarized. For example, the questioning terminal may not express the feedback questions adequately or accurately enough, and may need to summarize to get revised questions that are appropriate for understanding.

In response, the second type of usage terminal may revise the feedback question, get a revised question, and give a second reply message to the revised question.

In some embodiments, revising the second type of feedback question may also be: the second type uses the terminal to revise the feedback question into a confidently answered question that is linked to the second type feedback question.

Since the second type feedback question is a question which is difficult to answer, it is possible that the second type user terminal still cannot give a reply, and if the reply is not given directly, the use feeling of the questioning terminal may be not be good. At this point, a revision can be made which, because of the second type of questions to be answered with confidence using the terminal, allows the requirements of the questioning terminal to be responded to on the one hand, and on the other hand, provides a correct, useful answer.

It should be noted that the revision needs to be a revision made around the second type of feedback question, and the revision magnitude needs to be small, i.e. needs to be related to the second type of feedback question, so as to meet the requirements of the questioning terminal as much as possible.

The revision level may be determined based on the level of change in the number of words asked, and/or the level of change in semantics.

Therefore, through revising the second type of feedback questions, various feedback questions can be replied as much as possible, and the interaction space is improved.

In some embodiments, the method further comprises:

when the receiving time length of the second type feedback problem meets the preset time length and the second reply information is not received yet, the second reply information is sent to the official device to which the target product belongs;

and receiving second reply information to the second type of feedback question returned by the official device.

That is, since the second type feedback question is a question that is difficult to answer, it is possible that the second type use terminal still cannot give a reply, and if there is no reply within a prescribed time period, it is handed over to the official for a reply.

In some embodiments, the feedback problem comprises: a second feedback question indicating an improvement recommendation for the target product;

In the embodiment of the disclosure, in the use of the target product after being on line, the user can propose an improvement suggestion for the target product according to the use feeling. The feedback question here is a second feedback question indicating a recommendation for improvement of the target product.

Here, in order to improve the user experience, it is also necessary to give reply information for the improvement suggestion made by the questioning terminal.

If there is no first reply information for the second feedback question, the improved suggestion is considered to be newly proposed and to contain new content. For such a second feedback question, at the time of specific distribution, how to distribute may be determined according to the number of times the second feedback question is presented.

The receiving times of the second feedback problems on the electronic equipment reflect the proposing times of the second feedback problems; that is, many questioning terminals propose the improved proposal. The improved suggestions provided by most questioning terminals can better reflect the requirements of most users. In specific distribution, the receiving times of the second feedback question can be selected in consideration of the distribution cost, and the second feedback question larger than the third time threshold value is distributed to the use terminal.

The third time threshold may be determined based on the total number of the second feedback problems received within the preset time period and the number of the used terminals. For example, if the a improvement advice is presented 10 times in 1 week, the B improvement advice is presented 3 times in 1 week, and there are only 5 terminals currently used to answer the second feedback question, the a improvement advice is preferentially distributed, and the third time threshold is determined to be an arbitrary value greater than 3 and less than 10.

It should be noted that, when there are many terminals suitable for answering the second feedback question, all the second feedback questions may be distributed so as to satisfy the user's needs as much as possible.

Here, regarding the distribution of the second feedback question, it may also be performed in accordance with the type of the second feedback question. For example, the type of the second feedback problem is determined according to the number of times the second feedback problem is received, the content of the second feedback problem and/or the duration of time during which the second feedback problem is not successfully solved, and then a suitable user terminal is selected for distribution.

It should be noted, however, that the current usage of the target product is not affected by the improved suggested replies, and that different types of users may have different dimensions of consideration, and users who use less of the target product may also provide different opinions. When selecting a specific distribution to which user terminal, the distribution may be arbitrary, or may be performed based on the distribution manner in the above embodiment, which is not limited by the present disclosure.

In some embodiments, the distributing the feedback question to the use terminal of the target product includes:

Here, in consideration of the problem of consumption of processing resources for distribution, when there are many feedback problems without first reply information and a solution needs to be distributed, the magnitude order of the heat values of the feedback problems may be determined according to the number of times of receiving the feedback problems, and the feedback problems may be distributed in sequence according to the magnitude order.

The number of times of receiving the feedback question is also considered as the number of times of presenting the feedback question, and the more the number of times of receiving the feedback question is, the more the user thinks the feedback question is a question that most users want, the more the feedback question is preferentially sent to the corresponding user terminal.

The more times the feedback question is received, the greater the hotness value of the feedback question, and the more advanced the feedback question is in the size ranking, the faster it can be distributed.

Therefore, the feedback problem with high attention can be replied as soon as possible by the method of sorting and distributing the heat values, and the user experience is further improved.

In some embodiments, the method further comprises:

In the embodiment of the disclosure, in order to encourage the user to answer the question, when it is determined that the second reply information is returned by the user terminal, the reward of the question reply may be distributed to the user terminal.

The reward includes: a reward in the form of a reputation and a reward in the form of a substance. Wherein the reputation-style reward comprises: reward, point reward or medal reward for account number grade improvement. The reward in the form of a substance includes: cash, coupons, or red packs.

Determining the reward when the number of times of returning the second reply information by using the terminal reaches a preset fourth time threshold value; or send a reward in time for each reply. The present disclosure is not so limited.

In some embodiments, the method further comprises:

Here, after the second reply information is returned from the user terminal, evaluation information of the questioning terminal on the second reply information may be acquired. And determining whether the feedback problem is successfully solved or not through the evaluation information, and adding second reply information to a problem library corresponding to the feedback problem to serve as a known problem when the feedback problem is successfully solved. Then, when the feedback question is presented again, the question bank can be directly queried and the corresponding reply information can be output.

The evaluation information may be characterized by a score value, e.g. above 9 scores for 10 scores the feedback problem is considered to be successfully solved.

The rating information may also be characterized by an indicator, which may be, for example, text, symbols, or numbers. If the information is evaluated as satisfactory, i.e. the characterization feedback problem is successfully solved. Also for example, the evaluation information is 1, i.e. the characterization feedback problem is successfully solved.

Therefore, the questioning terminal which feeds back the question can be sent with the second reply information when the second reply information which is returned by the using terminal is received. Even if the feedback question is a newly proposed question and no reply information about the feedback question exists in the database, the corresponding reply information can be provided by distributing the feedback question to the use terminals of the target product to be solved.

Then, as shown in fig. 4, fig. 4 is a fourth schematic flow chart of the information processing method in the embodiment of the present disclosure, and for any feedback question posed by the user, a solution can be automatically provided without human involvement, so that the labor cost is greatly reduced. Specifically, in the information processing method, the answer is automatically provided in a machine processing mode, then the user self-help mode and further the user mutual-help mode. Even if the problem is difficult, the problem can be sent to a development group for processing in a mode of summarizing and summarizing; the development group is the development group corresponding to the product official. Thus, efficiency is improved, and interaction among users is also improved. In addition, the use terminal of the target product participates in answering, so that the knowledge of the user on the target product can be deepened, the participation sense is increased, and the richer use experience can be obtained.

The present disclosure also provides an information processing apparatus, and fig. 5 is a schematic structural diagram of an information processing apparatus according to an exemplary embodiment, and as shown in fig. 5, the information processing apparatus 500 includes:

an obtaining module 501, configured to obtain a feedback problem for a target product;

a reply determining module 502, configured to determine whether first reply information of the feedback question already exists;

a distribution module 503, configured to distribute the feedback problem to a user terminal of the target product if there is no first reply information of the feedback problem;

the transceiver module 504 is configured to receive second reply information of the feedback question returned by the user terminal, and return the second reply information to the question terminal that raised the feedback question.

In some embodiments, the feedback problem comprises: a first feedback question regarding a usage operation of the target product;

the distribution module comprises:

In some embodiments, the type determination module is further configured to:

In some embodiments, the apparatus further comprises:

In some embodiments, the user terminal includes:

a first type of user terminal handling a first type of feedback problem;

In some embodiments, the terminal determining module includes:

In some embodiments, the terminal type determining module is further configured to:

or;

In some embodiments, the transceiver module comprises:

In some embodiments, the feedback problem comprises: a second feedback question regarding an improvement recommendation for the target product;

the distribution module is further configured to:

In some embodiments, the distribution module is further configured to:

In some embodiments, the apparatus further comprises:

With regard to the apparatus in the above-described embodiment, the specific manner in which each module performs the operation has been described in detail in the embodiment related to the method, and will not be elaborated here.

Fig. 6 is a block diagram illustrating an information processing apparatus 1800 according to an example embodiment. For example, the apparatus 1800 may be a mobile phone, computer, digital broadcast terminal, messaging device, game console, tablet device, medical device, fitness device, personal digital assistant, and so forth.

Referring to fig. 6, apparatus 1800 may include one or more of the following components: a processing component 1802, a memory 1804, a power component 1806, a multimedia component 1808, an audio component 1810, an input/output (I/O) interface 1812, a sensor component 1814, and a communications component 1816.

The processing component 1802 generally controls the overall operation of the device 1800, such as operations associated with display, telephone calls, data communications, camera operations, and recording operations. The processing component 1802 may include one or more processors 1820 to execute instructions to perform all or part of the steps of the methods described above. Further, the processing component 1802 may also include one or more modules that facilitate interaction between the processing component 1802 and other components. For example, the processing component 1802 can include a multimedia module to facilitate interaction between the multimedia component 1808 and the processing component 1802.

The memory 1804 is configured to store various types of data to support operation at the apparatus 1800. Examples of such data include instructions for any application or method operating on the device 1800, contact data, phonebook data, messages, images, videos, and so forth. The memory 1804 may be implemented by any type or combination of volatile or non-volatile storage devices, such as Static Random Access Memory (SRAM), electrically erasable programmable read-only memory (EEPROM), erasable programmable read-only memory (EPROM), programmable read-only memory (PROM), read-only memory (ROM), magnetic memory, flash memory, magnetic or optical disks.

Power components 1806 provide power to various components of device 1800. The power components 1806 may include: a power management system, one or more power sources, and other components associated with generating, managing, and distributing power for the apparatus 1800.

The multimedia component 1808 includes a screen that provides an output interface between the apparatus 1800 and the terminal. In some embodiments, the screen may include a Liquid Crystal Display (LCD) and a Touch Panel (TP). If the screen includes a touch panel, the screen may be implemented as a touch screen to receive an input signal from the terminal. The touch panel includes one or more touch sensors to sense touch, slide, and gestures on the touch panel. The touch sensor may not only sense the boundary of a touch or slide action, but also detect the duration and pressure associated with the touch or slide operation. In some embodiments, the multimedia component 1808 includes a front facing camera and/or a rear facing camera. The front-facing camera and/or the rear-facing camera may receive external multimedia data when the device 1800 is in an operating mode, such as a shooting mode or a video mode. Each front camera and/or rear camera may be a fixed optical lens system or have a focal length and optical zoom capability.

Audio component 1810 is configured to output and/or input audio signals. For example, the audio component 1810 includes a Microphone (MIC) configured to receive external audio signals when the apparatus 1800 is in operating modes, such as a call mode, a recording mode, and a voice recognition mode. The received audio signals may further be stored in the memory 1804 or transmitted via the communication component 1816. In some embodiments, audio component 1810 also includes a speaker for outputting audio signals.

I/O interface 1812 provides an interface between processing component 1802 and peripheral interface modules, which may be keyboards, click wheels, buttons, etc. These buttons may include, but are not limited to: a home button, a volume button, a start button, and a lock button.

The sensor component 1814 includes one or more sensors for providing various aspects of state assessment for the apparatus 1800. For example, the sensor assembly 1814 can detect an open/closed state of the device 1800, the relative positioning of components such as a display and keypad of the device 1800, the sensor assembly 1814 can also detect a change in position of the device 1800 or a component of the device 1800, the presence or absence of a terminal in contact with the device 1800, orientation or acceleration/deceleration of the device 1800, and a change in temperature of the device 1800. The sensor assembly 1814 may include a proximity sensor configured to detect the presence of a nearby object without any physical contact. The sensor assembly 1814 may also include a light sensor, such as a CMOS or CCD image sensor, for use in imaging applications. In some embodiments, the sensor assembly 1814 may also include an acceleration sensor, a gyroscope sensor, a magnetic sensor, a pressure sensor, or a temperature sensor.

The communication component 1816 is configured to facilitate communications between the apparatus 1800 and other devices in a wired or wireless manner. The device 1800 may access a wireless network based on a communication standard, such as WiFi, 2G, or 3G, or a combination thereof. In an exemplary embodiment, the communication component 1816 receives a broadcast signal or broadcast associated information from an external broadcast management system via a broadcast channel. In an exemplary embodiment, the communication component 1816 further includes a Near Field Communication (NFC) module to facilitate short-range communications. For example, the NFC module may be implemented based on Radio Frequency Identification (RFID) technology, infrared data association (IrDA) technology, Ultra Wideband (UWB) technology, Bluetooth (BT) technology, or other technologies.

In an exemplary embodiment, the apparatus 1800 may be implemented by one or more Application Specific Integrated Circuits (ASICs), Digital Signal Processors (DSPs), Digital Signal Processing Devices (DSPDs), Programmable Logic Devices (PLDs), Field Programmable Gate Arrays (FPGAs), controllers, micro-controllers, microprocessors or other electronic components for performing the above-described methods.

In an exemplary embodiment, a non-transitory computer readable storage medium is also provided, such as the memory 1804 including instructions that are executable by the processor 1820 of the apparatus 1800 to perform the above-described method. For example, the non-transitory computer readable storage medium may be a ROM, a Random Access Memory (RAM), a CD-ROM, a magnetic tape, a floppy disk, an optical data storage device, and the like.

A non-transitory computer readable storage medium, wherein instructions, when executed by a processor, enable performance of the above-described method.

Other embodiments of the disclosure will be apparent to those skilled in the art from consideration of the specification and practice of the disclosure disclosed herein. This disclosure is intended to cover any variations, uses, or adaptations of the disclosure following, in general, the principles of the disclosure and including such departures from the present disclosure as come within known or customary practice within the art to which the disclosure pertains. It is intended that the specification and examples be considered as exemplary only, with a true scope and spirit of the disclosure being indicated by the following claims.

It will be understood that the present disclosure is not limited to the precise arrangements described above and shown in the drawings and that various modifications and changes may be made without departing from the scope thereof. The scope of the present disclosure is limited only by the appended claims.

Claims

1. An information processing method characterized by comprising:

acquiring a feedback problem aiming at a target product;

2. The method of claim 1, wherein the feedback problem comprises: a first feedback question regarding a usage operation of the target product;

3. The method of claim 2, wherein the determining the type of the first feedback question comprises:

4. The method of claim 1, further comprising:

5. The method of claim 4, wherein the using the terminal comprises:

a first type of user terminal handling a first type of feedback problem;

6. The method according to claim 5, wherein the determining the user terminal to receive the feedback question according to the usage parameters of the target product on the plurality of candidate terminals comprises:

7. The method according to claim 6, wherein the determining the types of the plurality of candidate terminals according to the usage parameters of the target product on the plurality of candidate terminals comprises:

or;

8. The method according to claim 5, wherein the receiving the second reply message of the feedback question returned by the user terminal comprises:

9. The method of claim 1, wherein the feedback problem comprises: a second feedback question regarding an improvement recommendation for the target product;

10. The method of claim 1, wherein said distributing the feedback question to the end-of-use of the target product comprises:

11. The method of claim 1, further comprising:

12. The method of claim 1, further comprising:

13. An information processing apparatus characterized by comprising:

14. The apparatus of claim 13, wherein the feedback problem comprises: a first feedback question regarding a usage operation of the target product;

the distribution module comprises:

15. The apparatus of claim 14, wherein the type determination module is further configured to:

16. The apparatus of claim 13, further comprising:

17. The apparatus of claim 16, wherein the user terminal comprises:

a first type of user terminal handling a first type of feedback problem;

18. The apparatus of claim 16, wherein the terminal determining module comprises:

19. The apparatus of claim 18, wherein the terminal type determining module is further configured to:

or;

20. The apparatus of claim 17, wherein the transceiver module comprises:

21. The apparatus of claim 13, wherein the feedback problem comprises: a second feedback question regarding an improvement recommendation for the target product;

the distribution module is further configured to:

22. The apparatus of claim 13, wherein the distribution module is further configured to:

23. The apparatus of claim 13, further comprising:

24. The apparatus of claim 13, further comprising:

25. An information processing apparatus characterized by comprising:

a processor and a memory for storing executable instructions operable on the processor, wherein:

the processor is configured to execute the executable instructions, which when executed perform the steps of the method as provided in any one of the preceding claims 1 to 12.

26. A non-transitory computer-readable storage medium having stored thereon computer-executable instructions that, when executed by a processor, perform steps in a method as provided by any of claims 1 to 12.