CN113282727A - Question and answer processing method and device, computer readable storage medium and processor - Google Patents
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Abstract
The invention discloses a question and answer processing method, a question and answer processing device, a computer readable storage medium and a processor. Wherein, the method comprises the following steps: obtaining question asking time of a user question; matching the question-asking time with the preset robot service time and answer service time respectively to obtain a dialogue robot for executing question-answering processing in the robot service time and an answer corresponding to a user question in the answer service time; the dialog robot that performs the question-answering process outputs answers corresponding to the user questions. The invention solves the technical problem that the dialogue robot in the related technology can not effectively provide question-answering service under the scene that different answers are provided for the same question at different time periods.
Description
Technical Field
The invention relates to the technical field of human-computer interaction, in particular to a question and answer processing method, a question and answer processing device, a computer readable storage medium and a processor.
Background
The traditional intelligent dialogue robot system provides robot question-answering service in all time periods, and is flexible in scheduling and answer matching method for robots, for example, the robot provides question-answering service in 24h all day and supports thousands of answers according to user portrait label matching. However, the user's needs cannot be satisfied in a scenario that the user needs to flexibly configure the robot providing the service at different time periods and provide different answers to the same question at different time periods.
For the problem that the conversation robot in the related art cannot effectively provide question and answer services for the same question in a scene that different answers are provided at different time periods, an effective solution is not provided at present.
Disclosure of Invention
The embodiment of the invention provides a question and answer processing method and device, a computer readable storage medium and a processor, which are used for at least solving the technical problem that a dialogue robot in the related technology cannot effectively provide question and answer service under the scene that different answers are provided for the same question at different time periods.
According to an aspect of an embodiment of the present invention, there is provided a question and answer processing method, including: obtaining question asking time of a user question; matching the question-asking time with preset robot service time and answer service time to obtain a dialogue robot for executing question-answering processing in the robot service time and an answer corresponding to the user question in the answer service time; and outputting answers corresponding to the user questions by the dialogue robot executing the question-answering processing.
Optionally, obtaining the question time of the user question includes: acquiring server time associated with the user question in a conversation process, and marking the server time as question asking time of the user question; or acquiring the question-answer time set by the input equipment, and marking the question-answer time as the question time of the user question.
Optionally, before obtaining the question time of the user question, the method further includes: determining a user question, wherein determining the user question comprises: and obtaining the questioning content input in a preset input mode in the conversation process, and extracting the user question from the questioning content.
Optionally, before determining the user question, further comprising: determining at least one dialogue robot that performs question-answering processing; and configuring a robot service time and an answer service time of the at least one dialogue robot.
Optionally, matching the question-asking time with a preset robot service time and an answer service time respectively to obtain a dialog robot performing question-answering processing within the robot service time and an answer corresponding to the user question within the answer service time, including: judging whether the question asking time is matched with the service time of the robot or not; determining the dialogue robot performing question and answer processing within the robot service time in a case where the question time matches the robot service time; after determining the dialogue robot performing the question and answer processing within the robot service time, judging whether the question time matches the answer service time; and determining the answer corresponding to the user question in the answer service time under the condition that the question asking time is matched with the answer service time.
Optionally, the answer corresponding to the user question is in an output form including at least one of: speech, images, text.
According to another aspect of the embodiments of the present invention, there is also provided a question and answer processing apparatus including: the acquisition module is used for acquiring question asking time of a user question; the matching module is used for matching the question-asking time with the preset robot service time and answer service time respectively to obtain a dialogue robot for executing question-answering processing in the robot service time and an answer corresponding to the user question in the answer service time; and the output module is used for outputting answers corresponding to the user questions by the dialogue robot executing the question-answering processing.
Optionally, the matching module comprises: the first judgment unit is used for judging whether the question asking time is matched with the service time of the robot or not; a first determination unit configured to determine the dialogue robot that performs the question-answering process within the robot service time, in a case where the question time matches the robot service time; a second judging unit configured to judge whether the question time matches the answer service time after determining the dialogue robot that performs the question-and-answer processing within the robot service time; and the second determining unit is used for determining the answer corresponding to the user question in the answer service time under the condition that the question-asking time is matched with the answer service time.
According to another aspect of the embodiments of the present invention, there is also provided a computer-readable storage medium, where the computer-readable storage medium includes a stored program, and when the program runs, the apparatus where the computer-readable storage medium is located is controlled to execute any one of the above question-answering processing methods.
According to another aspect of the embodiments of the present invention, there is also provided a processor, configured to execute a program, where the program executes the question-answering processing method described in any one of the above.
In the embodiment of the invention, the question asking time for obtaining the user question is adopted; matching the question-asking time with preset robot service time and answer service time to obtain a dialogue robot for executing question-answering processing in the robot service time and an answer corresponding to the user question in the answer service time; the method comprises the steps that answers corresponding to user questions are output by the dialogue robot for executing question answering processing, question answering time of the user questions is sequentially matched with robot service time and answer service time, the dialogue robot for executing question answering processing in the robot service time and answers corresponding to the user questions in the answer service time are obtained, the answers corresponding to the user questions are output by the dialogue robot, and the purpose that corresponding question answering services are provided for the time dimension of the user questions is achieved, so that the technical effects that flexibility of the dialogue robot service is improved, service quality of intelligent question answering service is improved are achieved, and the technical problem that the dialogue robot in the related technology cannot effectively provide question answering service for the same question in a scene that different answers are provided for different time periods is solved.
Drawings
The accompanying drawings, which are included to provide a further understanding of the invention and are incorporated in and constitute a part of this application, illustrate embodiment(s) of the invention and together with the description serve to explain the invention without limiting the invention. In the drawings:
FIG. 1 is a flow diagram of a question-and-answer processing method according to an embodiment of the present invention;
FIG. 2 is a flow diagram of a question-and-answer processing method in accordance with an alternative embodiment of the present invention;
fig. 3 is a schematic diagram of a question answering processing apparatus according to an embodiment of the present invention.
Detailed Description
In order to make the technical solutions of the present invention better understood, the technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
It should be noted that the terms "first," "second," and the like in the description and claims of the present invention and in the drawings described above are used for distinguishing between similar elements and not necessarily for describing a particular sequential or chronological order. It is to be understood that the data so used is interchangeable under appropriate circumstances such that the embodiments of the invention described herein are capable of operation in sequences other than those illustrated or described herein. Furthermore, the terms "comprises," "comprising," and "having," and any variations thereof, are intended to cover a non-exclusive inclusion, such that a process, method, system, article, or apparatus that comprises a list of steps or elements is not necessarily limited to those steps or elements expressly listed, but may include other steps or elements not expressly listed or inherent to such process, method, article, or apparatus.
Example 1
In accordance with an embodiment of the present invention, there is provided an embodiment of a question-answering processing method, it should be noted that the steps shown in the flowchart of the figure may be executed in a computer system such as a set of computer executable instructions, and that although a logical order is shown in the flowchart, in some cases, the steps shown or described may be executed in an order different from that here.
Fig. 1 is a flowchart of a question-answering processing method according to an embodiment of the present invention, and as shown in fig. 1, the question-answering processing method includes the steps of:
step S102, obtaining question time of a user question;
the user questions include, but are not limited to, standard questions and extended questions related to the standard questions, etc., wherein one standard question may be related to one or more extended questions, for example, the user question is the standard question "work time? "then its corresponding extended question may be" in which time period to go to work? "," several places on duty? Several off duty? "and the like. It should be noted that, both the standard question and the extended question related to the standard question are questions having the same meaning expressed in different expressions.
The question asking time of the user question can be standard server time or self-set question answering time. For example, for a user question, the server time is generally obtained from the server as the question time of the user question; additionally, to meet the user's needs, if the user thinks to know that the user question was in the morning 8:00 or 8 in the evening: 00, the question time for the user question may be set to 8:00 or 8 in evening: 00.
step S104, matching the question time with the preset robot service time and answer service time respectively to obtain a dialogue robot for executing question and answer processing in the robot service time and an answer corresponding to the user question in the answer service time;
the robot service time is the time for the robot to execute the question and answer processing, for example, the robot service time of the interactive robot a is 8:00-18:00, the robot service time of the interactive robot B is 18:00-24:00, and the like, if the question time of the user question is 9:00, the interactive robot a can be obtained to execute the question and answer processing; if the question asking time of the user question is 19:00, the interactive robot B can execute the question answering process. Furthermore, the answer service time of the conversation robot A is 8:00-18:00, the answer service time of the conversation robot B is 18:00-24:00, if the question asking time of the user question is 9:00, the conversation robot A can be obtained to execute the question answering processing, and the answer corresponding to the user question is obtained within the answer service time of 8:00-18: 00; if the question asking time of the user question is 19:00, the dialogue robot B can be obtained to execute the question answering process, and the answer corresponding to the user question is obtained within the answer service time of 18:00-24: 00.
It should be noted that the robot service time is a working time of the conversation robot, and the answer service time is a use time of an answer in the knowledge base, and is used to indicate a time for using the answer. The robot service time and the answer service time may be a specific time interval or one or more moments in the time interval.
In step S106, the interactive robot that performs the question-answering process outputs answers corresponding to the user questions.
Through the steps, the question-answering time of the user question is sequentially matched with the service time and the answer service time of the robot, so that the dialogue robot which executes question-answering processing in the service time of the robot and the answer corresponding to the user question in the answer service time are obtained, the answer corresponding to the user question is output by the dialogue robot, the purpose of providing corresponding question-answering service for the time dimension of the user question is achieved, the technical effects of improving the flexibility of the dialogue robot service and improving the service quality of the intelligent question-answering service are achieved, and the technical problem that the dialogue robot in the related technology cannot effectively provide question-answering service for the same question in a scene that different answers are provided for different time periods is solved.
Optionally, obtaining the question time of the user question includes: acquiring server time associated with the user questions in the conversation process, and marking the server time as question asking time of the user questions; or acquiring the question and answer time set by the input device, and marking the question and answer time as the question time of the user question.
In an alternative embodiment, the question time of the user question may be obtained in various manners, for example, the server time may be used as the question time of the user question, or the question-answering time set by the user through an input device may be used as the question time of the user question, and in a specific implementation process, the obtaining of the question time of the user question is not limited to the above-mentioned manner. The method and the system can meet the question and answer requirements of different users.
Optionally, before obtaining the question time of the user question, the method further includes: determining a user question, wherein determining a user question comprises: and obtaining the questioning content input in a preset input mode in the conversation process, and extracting the user questions from the questioning content.
In an optional implementation manner, the preset input manner includes, but is not limited to, a plurality of input manners such as text, voice, image, and the like, and the questioning content input through the preset input manners in the conversation process may be obtained, and then the user question is extracted from the questioning content. The user problem can be flexibly obtained in various modes through the embodiment.
Optionally, before determining the user question, further comprising: determining at least one dialogue robot that performs question-answering processing; and configuring a robot service time and an answer service time of at least one dialogue robot.
In an alternative embodiment, there may be one or more dialog robots that perform the question-answering process, wherein each dialog robot that performs the question-answering process configures a corresponding robot service time and answer service time. When the number of the dialogue robots performing the question-answering process is plural, the robot service time and the answer service time of each dialogue robot are respectively configured, wherein the range of the robot service time of each dialogue robot does not overlap, for example, the robot service time of the dialogue robot a is set to 7:00-10:00, the robot service time of the dialogue robot B is set to 10:00-12:00, the question-answering process is performed by the dialogue robot a for a time period before 10:00, and the question-answering process is performed by the dialogue robot B for a time period after 10:00 in the time range of 7:00-12: 00. The embodiment can effectively avoid the repetition of the service time of different conversation robots.
In addition, the knowledge base hooked by each conversation robot is identical, wherein the knowledge base at least comprises user questions, answers corresponding to the user questions and answer service time, for example, one user question may correspond to a plurality of answers, and the answer service time of each answer is different. It should be noted that the ranges of answer service times for the same user question do not overlap. Therefore, the method can realize that the same question asked at different times obtains different answers.
Optionally, matching the question-asking time with the robot service time and the answer service time configured in advance respectively to obtain a dialog robot performing question-answering processing within the robot service time and an answer corresponding to the user question within the answer service time, including: judging whether the question asking time is matched with the service time of the robot or not; determining a dialogue robot which executes question and answer processing within the robot service time under the condition that the question time is matched with the robot service time; after determining a dialogue robot that performs question-answering processing within the robot service time, judging whether the question-answering time matches the answer service time; and determining the answer corresponding to the user question in the answer service time under the condition that the question-asking time is matched with the answer service time.
In an optional implementation manner, the question time of the user question may be matched with the preconfigured robot service time, and it is determined whether the question time is matched with the robot service time, and if the question time is matched with the robot service time, that is, the question time of the user question is within the preconfigured robot service time, the dialog robot that performs the question-answering process may be screened according to the robot service time, so as to determine the dialog robot that performs the question-answering process within the robot service time.
Further, matching the question time of the user question with the preset answer service time, judging whether the question time is matched with the answer service time, and if the question time is matched with the answer service time, namely the question time of the user question is within the preset answer service time, screening out the answer corresponding to the user question within the answer service time so as to determine the answer corresponding to the user question within the answer service time.
By the method, the question time of the user question can be respectively matched with the service time of the robot and the answer service time, and the answer corresponding to the question of the dialog robot and the user who executes the question answering processing can be accurately and quickly obtained.
Optionally, the answer corresponding to the user question is in an output form including at least one of: speech, images, text.
In an alternative embodiment, the answer corresponding to the user question may be in a plurality of output forms, for example, the answer corresponding to the user question may be output in a voice form, the answer corresponding to the user question may be output in an image form, the answer corresponding to the user question may be output in a text form, and at least one of the above output forms may be used in a specific implementation.
An alternative embodiment of the invention is described in detail below.
Fig. 2 is a flowchart of a question-answering processing method according to an alternative embodiment of the present invention, as shown in fig. 2, which supports flexible robot scheduling and provides the consultant with an answer based on the current time by introducing a service time dimension for the interactive robot and the answer to the question, and includes the following specific steps:
(1) the user sends the user question content to a question-answering interface provided by the conversation robot, and meanwhile, the server time when the user asks the question is obtained as the user question time. This time will also be fed into the question-answering interface as one of the request parameters.
(2) And providing the question and answer service based on the connected channel of the conversation robot. The user inputs the questioning contents through a certain channel.
(3) The method of the invention is used for configuring service time for the robot and the knowledge answers in the knowledge base. The service times between different robots cannot overlap. For example, when the knowledge bases hooked by the A, B robots are completely the same, and the question-answering time of the user is within the service time range of the robot A, the robot A provides question-answering service; and if the user question-asking time is within the service time range of the robot B, the robot B provides question-answering service.
Under the same standard question, the ranges cannot be overlapped when service time is configured for different answers. Although the same user question hits the same standard question at different times, the service time is configured for the answer, so that the same question can be asked at different times to obtain different answer responses.
(4) Matching the user question time with the robot service time & answer service time can obtain the robot which provides the question-answer service for the user at present and the answer for the user question in the corresponding time range.
(5) The user obtains an answer.
It should be noted that, by adopting the above embodiment, the dimension of service time is added to the question and answer knowledge answers of the conversation robot, so that the conversation robot can simulate real person customer service on-duty and off-duty behaviors, and the dimension of time is added to the answers at the same time, and the combination of the two can meet the requirement that enterprise users provide flexibly configurable question and answer services based on time, thereby not only improving the flexibility of the conversation robot service, but also improving the service quality of customer service business.
Example 2
According to another aspect of the embodiments of the present invention, there is also provided a question-answer processing apparatus, and fig. 3 is a schematic diagram of the question-answer processing apparatus according to the embodiments of the present invention, as shown in fig. 3, the question-answer processing apparatus includes: an acquisition module 32, a matching module 34, and an output module 36. The question-answering processing device will be described in detail below.
An obtaining module 32, configured to obtain question time of a user question; a matching module 34, connected to the obtaining module 32, for matching the question-asking time with the pre-configured robot service time and answer service time, respectively, to obtain a dialog robot performing question-answering processing within the robot service time and an answer corresponding to the user question within the answer service time; and an output module 36, connected to the matching module 34, for outputting answers corresponding to the user questions by the dialogue robot performing the question-answering process.
It should be noted that the above modules may be implemented by software or hardware, for example, for the latter, the following may be implemented: the modules can be located in the same processor; and/or the modules are located in different processors in any combination.
In the above embodiment, the question-answering processing device may sequentially match the question-answering time of the user question with the robot service time and the answer service time to obtain a dialogue robot performing question-answering processing within the robot service time and an answer corresponding to the user question within the answer service time, and the dialogue robot outputs the answer corresponding to the user question, so as to achieve the purpose of providing a corresponding question-answering service for the time dimension of the user question, thereby achieving the technical effects of improving the flexibility of the dialogue robot service and improving the service quality of the intelligent question-answering service, and further solving the technical problem that the dialogue robot in the related art cannot effectively provide the question-answering service for the same question in a scene of providing different answers at different time periods.
It should be noted here that the above-mentioned obtaining module 32, matching module 34 and output module 36 correspond to steps S102 to S106 in embodiment 1, and the above-mentioned modules are the same as the examples and application scenarios realized by the corresponding steps, but are not limited to what is disclosed in embodiment 1 above.
Optionally, the matching module 34 includes: the first judgment unit is used for judging whether the question-asking time is matched with the service time of the robot or not; a first determination unit configured to determine a dialogue robot that performs question answering processing within a robot service time, in a case where a question time matches the robot service time; a second judging unit for judging whether the question time matches the answer service time after determining the dialogue robot which performs the question-and-answer processing within the robot service time; and the second determining unit is used for determining the answer corresponding to the user question in the answer service time under the condition that the question-asking time is matched with the answer service time.
Optionally, the obtaining module 32 includes: the first acquisition unit is used for acquiring server time associated with the user questions in the conversation process and marking the server time as question asking time of the user questions; or the second acquisition unit is used for acquiring the question and answer time set by the input equipment and marking the question and answer time as the question time of the user question.
Optionally, the apparatus further comprises: a first determining module, configured to determine a user question before obtaining a question asking time of the user question, where the first determining module includes: and the extraction unit is used for acquiring the questioning content input in the conversation process in a preset input mode and extracting the user questions from the questioning content.
Optionally, the apparatus further comprises: a second determination module for determining at least one dialogue robot that performs question answering processing before determining a user question; and the configuration module is used for configuring the robot service time and the answer service time of at least one conversation robot.
Optionally, the answer corresponding to the user question is in an output form including at least one of: speech, images, text.
Example 3
According to another aspect of the embodiments of the present invention, there is also provided a computer-readable storage medium, which includes a stored program, wherein when the program runs, an apparatus where the computer-readable storage medium is located is controlled to execute the question-answering processing method of any one of the above.
Optionally, in this embodiment, the computer-readable storage medium may be located in any one of a group of computer terminals in a computer network and/or in any one of a group of mobile terminals, and the computer-readable storage medium includes a stored program.
Optionally, the program when executed controls an apparatus in which the computer-readable storage medium is located to perform the following functions: obtaining question asking time of a user question; matching the question-asking time with the preset robot service time and answer service time respectively to obtain a dialogue robot for executing question-answering processing in the robot service time and an answer corresponding to a user question in the answer service time; the dialog robot that performs the question-answering process outputs answers corresponding to the user questions.
Example 4
According to another aspect of the embodiments of the present invention, there is also provided a processor, configured to execute a program, where the program executes the question-answering processing method of any one of the above.
The embodiment of the invention provides equipment, which comprises a processor, a memory and a program which is stored on the memory and can run on the processor, wherein the processor executes the program and realizes the following steps: obtaining question asking time of a user question; matching the question-asking time with the preset robot service time and answer service time respectively to obtain a dialogue robot for executing question-answering processing in the robot service time and an answer corresponding to a user question in the answer service time; the dialog robot that performs the question-answering process outputs answers corresponding to the user questions.
The invention also provides a computer program product adapted to perform a program for initializing the following method steps when executed on a data processing device: obtaining question asking time of a user question; matching the question-asking time with the preset robot service time and answer service time respectively to obtain a dialogue robot for executing question-answering processing in the robot service time and an answer corresponding to a user question in the answer service time; the dialog robot that performs the question-answering process outputs answers corresponding to the user questions.
The above-mentioned serial numbers of the embodiments of the present invention are merely for description and do not represent the merits of the embodiments.
In the above embodiments of the present invention, the descriptions of the respective embodiments have respective emphasis, and for parts that are not described in detail in a certain embodiment, reference may be made to related descriptions of other embodiments.
In the embodiments provided in the present application, it should be understood that the disclosed technology can be implemented in other ways. The above-described embodiments of the apparatus are merely illustrative, and for example, the division of the units may be a logical division, and in actual implementation, there may be another division, for example, multiple units or components may be combined or integrated into another system, or some features may be omitted, or not executed. In addition, the shown or discussed mutual coupling or direct coupling or communication connection may be an indirect coupling or communication connection through some interfaces, units or modules, and may be in an electrical or other form.
The units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of units. Some or all of the units can be selected according to actual needs to achieve the purpose of the solution of the embodiment.
In addition, functional units in the embodiments of the present invention may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit. The integrated unit can be realized in a form of hardware, and can also be realized in a form of a software functional unit.
The integrated unit, if implemented in the form of a software functional unit and sold or used as a stand-alone product, may be stored in a computer readable storage medium. Based on such understanding, the technical solution of the present invention may be embodied in the form of a software product, which is stored in a storage medium and includes instructions for causing a computer device (which may be a personal computer, a server, or a network device) to execute all or part of the steps of the method according to the embodiments of the present invention. And the aforementioned storage medium includes: a U-disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a removable hard disk, a magnetic or optical disk, and other various media capable of storing program codes.
The foregoing is only a preferred embodiment of the present invention, and it should be noted that, for those skilled in the art, various modifications and decorations can be made without departing from the principle of the present invention, and these modifications and decorations should also be regarded as the protection scope of the present invention.
Claims (10)
1. A question-answer processing method, characterized by comprising:
obtaining question asking time of a user question;
matching the question-asking time with preset robot service time and answer service time to obtain a dialogue robot for executing question-answering processing in the robot service time and an answer corresponding to the user question in the answer service time;
and outputting answers corresponding to the user questions by the dialogue robot executing the question-answering processing.
2. The method of claim 1, wherein obtaining a question time for a user question comprises:
acquiring server time associated with the user question in a conversation process, and marking the server time as question asking time of the user question;
or,
and acquiring question and answer time set by input equipment, and marking the question and answer time as question time of the user question.
3. The method of claim 1, further comprising, prior to obtaining a question time for a user question:
determining a user question, wherein determining the user question comprises: and obtaining the questioning content input in a preset input mode in the conversation process, and extracting the user question from the questioning content.
4. The method of claim 1, prior to determining a user question, further comprising:
determining at least one dialogue robot that performs question-answering processing;
and configuring a robot service time and an answer service time of the at least one dialogue robot.
5. The method of claim 1, wherein matching the question time with a pre-configured robot service time and an answer service time respectively to obtain a dialog robot performing question answering processing within the robot service time and an answer corresponding to the user question within the answer service time comprises:
judging whether the question asking time is matched with the service time of the robot or not;
determining the dialogue robot performing question and answer processing within the robot service time in a case where the question time matches the robot service time;
after determining the dialogue robot performing the question and answer processing within the robot service time, judging whether the question time matches the answer service time;
and determining the answer corresponding to the user question in the answer service time under the condition that the question asking time is matched with the answer service time.
6. The method of any one of claims 1 to 5, wherein the answer to the user question is in the form of an output comprising at least one of: speech, images, text.
7. A question-answering processing apparatus characterized by comprising:
the acquisition module is used for acquiring question asking time of a user question;
the matching module is used for matching the question-asking time with the preset robot service time and answer service time respectively to obtain a dialogue robot for executing question-answering processing in the robot service time and an answer corresponding to the user question in the answer service time;
and the output module is used for outputting answers corresponding to the user questions by the dialogue robot executing the question-answering processing.
8. The apparatus of claim 7, wherein the matching module comprises:
the first judgment unit is used for judging whether the question asking time is matched with the service time of the robot or not;
a first determination unit configured to determine the dialogue robot that performs the question-answering process within the robot service time, in a case where the question time matches the robot service time;
a second judging unit configured to judge whether the question time matches the answer service time after determining the dialogue robot that performs the question-and-answer processing within the robot service time;
and the second determining unit is used for determining the answer corresponding to the user question in the answer service time under the condition that the question-asking time is matched with the answer service time.
9. A computer-readable storage medium, comprising a stored program, wherein when the program runs, the apparatus on which the computer-readable storage medium is located is controlled to execute the question-answering processing method according to any one of claims 1 to 6.
10. A processor, configured to execute a program, wherein the program executes to execute the question-answer processing method according to any one of claims 1 to 6.
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