CN113704418A

CN113704418A - Customer service robot system, related method, device and equipment

Info

Publication number: CN113704418A
Application number: CN202010373762.1A
Authority: CN
Inventors: 韩盼盼; 肖志勇; 刘凯; 孙汉斌
Original assignee: Alibaba Group Holding Ltd
Current assignee: Alibaba Group Holding Ltd
Priority date: 2020-05-06
Filing date: 2020-05-06
Publication date: 2021-11-26

Abstract

The application discloses a customer service robot system, a related method, a device and an electronic device. The system determines the configuration information of the dialogue components of the customer service page through the server, generates the scripts of the dialogue components, and loads the customer service page in a component registration mode through the client according to the configuration information; determining customer service dialogue information aiming at a user through a server, and sending the customer service dialogue information to a client; acquiring a script of a target dialogue component corresponding to the information type of the customer service dialogue information through the client according to the component registration information; and dynamically loading the target dialogue component to the customer service page according to the script of the target dialogue component, and displaying the customer service dialogue information through the dynamically loaded target dialogue component. By adopting the processing mode, the customer service conversation information is displayed through the dynamically loaded conversation component; therefore, the loading performance of the first screen page of the customer service robot can be effectively improved.

Description

Customer service robot system, related method, device and equipment

Technical Field

The application relates to the technical field of customer service robots, in particular to a customer service robot system, a customer service conversation information display method and device, a customer service page component configuration method and device and electronic equipment.

Background

With the increasing popularity of electronic commerce, the traditional manual customer service can not meet the requirement of service quality. The artificial intelligence AI customer service robot plays an important role in the face of billions of transaction amounts, tens of millions of users and billions of consultation times in each period of promotion of e-commerce. Different from the traditional artificial intelligence assistant which can only simply execute human instructions, the new generation AI customer service robot represented by Ali honey can understand complex speech semantics and carry out real conversation with human. For example, Aliskiers honey may coordinate package delivery over the phone, and may also be offered for bargaining with customers.

A new generation of AI service robots have various dialog component display requirements during the service dialog. The dialog component corresponds to a display module on the AI customer service page and can be responsible for display processing of certain customer service problems, such as a weather checking component, a weather information display component, a logistics checking component, a consultation order problem component, a commodity shopping guide component and the like. The client side needs to display some kind of customer service conversation information through a conversation component, and the conversation component is loaded into a customer service page. At present, a typical loading manner of dialog components is to pack all dialog components into a customer service page code, that is, to write the rendering logic of the dialog components and the parsing logic of a robot reply message together, and to load all dialog components at the initialization stage of a customer service first screen page, so that a client can directly display some kind of customer service dialog information through the loaded dialog components.

However, in the process of implementing the invention, the inventor finds that the prior art has at least the following problems: all the dialogue components are packaged into a first screen page code, so that a large number of components need to be loaded when a first screen page is initialized, a user generally only uses a single dialogue component each time, the user can consult order problems, look up logistics in the open air, look up weather in the late air and the like, and cannot use all the dialogue components each time, so that a lot of unnecessary dialogue components need to be loaded each time, the loading performance of the first screen page of the customer service robot is reduced, and more client storage resources are occupied. In summary, how to load a dialog component in a customer service page to improve the loading performance of a first screen page of a customer service robot and save storage resources of a client becomes a problem that needs to be solved urgently by technical personnel in the field.

Disclosure of Invention

The application provides a customer service robot system to solve the problems that in the prior art, the loading performance of a first screen page of a customer service robot is low, and the consumption of storage resources at a client side is high. The application further provides a customer service conversation information display method and device, a customer service page component configuration method and device and electronic equipment.

The application provides a customer service robot system, includes:

the server is used for determining the configuration information of the dialogue components of the customer service page and generating scripts of the dialogue components; determining customer service dialogue information for a user, and sending the customer service dialogue information to a client;

the client is used for loading the customer service page in a component registration mode according to the configuration information; acquiring a script of a target dialogue component corresponding to the information type of the customer service dialogue information according to the component registration information; and dynamically loading the target dialogue component to the customer service page according to the script of the target dialogue component, and displaying the customer service dialogue information through the dynamically loaded target dialogue component.

The application also provides a customer service dialogue information display method, which comprises the following steps:

determining the configuration information of the dialogue component of the customer service page and generating a script of the dialogue component;

determining customer service dialog information for a user;

and sending the customer service dialogue information to a first client.

Optionally, the configuration information includes: dialog component type information and dialog component version information.

Optionally, the method further includes:

receiving a component version updating request aiming at the target conversation component type and sent by a second client;

and updating the component version configuration information of the target dialogue component type according to the updated version information carried by the request.

Optionally, the method further includes:

receiving a component deleting request aiming at the target conversation component type and sent by a second client;

the dialog component configuration information for the target dialog component type is deleted.

Optionally, the method further includes:

receiving a component adding request aiming at the target conversation component type and sent by a second client;

target dialog component type information is added to the dialog component configuration information.

Optionally, the method further includes:

determining script address information of the dialog component;

the configuration information further includes: script address information.

Optionally, the configuration information is stored in a service end of the customer service system, and the script is stored in a content distribution service end.

Optionally, the dialog component includes: a consultation order problem component, a seller non-refund component, a weather checking component and a logistics checking component.

loading the customer service page in a component registration mode according to the conversation component configuration information of the customer service page;

acquiring a script of a target dialogue component corresponding to the information type of the customer service dialogue information to be displayed according to the component registration information;

and dynamically loading the target dialogue component to the customer service page according to the script of the target dialogue component, and displaying the customer service dialogue information through the dynamically loaded target dialogue component.

Optionally, the component registration information includes: and the corresponding relation between the conversation component type information and the version information.

Optionally, the obtaining, according to the component registration information, a script of the target dialog component corresponding to the information type of the customer service dialog information to be displayed includes:

determining type information of the target dialogue component according to the information type;

determining target dialogue component version information according to the component registration information;

determining script address information of the target dialogue component according to the type information and the version information of the target dialogue component;

and downloading the script from the server according to the script address information.

Optionally, the information types include: weather information, logistics information.

Optionally, the method further includes:

determining dialog component type information of a user;

and sending a dialogue component configuration adjustment request aiming at the user to a server side, so that the server side sets dialogue component configuration information of the user according to the dialogue component type information.

Optionally, the configuration information further includes: component group information;

the method further comprises the following steps:

acquiring a script of the dialog component included in the component group to which the target dialog component belongs;

and dynamically loading the dialogue components included in the component group to the customer service page according to the scripts of the dialogue components included in the component group.

Optionally, the component group includes: a group of life counseling;

the group of life counseling includes: and (6) checking weather.

Optionally, the component group includes: an online shopping group; the online shopping group includes: a consultation order problem component, a seller non-refund component and a logistics checking component.

The application also provides a customer service page component configuration method, which comprises the following steps:

and sending a dialogue component configuration adjustment request to the server so that the server adjusts the dialogue component configuration information of the customer service page according to the request.

Optionally, the request includes: component version adjustment information, component type adjustment information.

The present application further provides a customer service dialog information display device, including:

the component configuration unit is used for determining the conversation component configuration information of the customer service page;

a script generation unit for generating a script of the dialog component;

the machine question-answering unit is used for determining customer service dialogue information aiming at the user;

and the information sending unit is used for sending the customer service dialogue information to the first client.

The present application further provides an electronic device, comprising:

a processor; and

a memory for storing a program for implementing the customer service dialog information display method, the apparatus executing the following steps after being powered on and running the program of the method through the processor: determining the configuration information of the dialogue component of the customer service page and generating a script of the dialogue component; determining customer service dialog information for a user; and sending the customer service dialogue information to a first client.

the component registration unit is used for loading the customer service page in a component registration mode according to the conversation component configuration information of the customer service page;

the script acquisition unit is used for acquiring a script of the target dialogue component corresponding to the information type of the customer service dialogue information to be displayed according to the component registration information;

the component loading unit is used for dynamically loading the target conversation component to the customer service page according to the script of the target conversation component;

and the information display unit is used for displaying the customer service conversation information through the dynamically loaded target conversation component.

The present application further provides an electronic device, comprising:

a processor; and

a memory for storing a program for implementing the customer service dialog information display method, the apparatus executing the following steps after being powered on and running the program of the method through the processor: loading the customer service page in a component registration mode according to the conversation component configuration information of the customer service page; acquiring a script of a target dialogue component corresponding to the information type of the customer service dialogue information to be displayed according to the component registration information; and dynamically loading the target dialogue component to the customer service page according to the script of the target dialogue component, and displaying the customer service dialogue information through the dynamically loaded target dialogue component.

The present application further provides a customer service page component configuration device, comprising:

and the request sending unit is used for sending a dialogue component configuration adjustment request to the server so that the server adjusts the dialogue component configuration information of the customer service page according to the request.

The present application further provides an electronic device, comprising:

a processor; and

a memory for storing a program for implementing a method for configuring a customer service page component, the device being powered on and running the program of the method via the processor for performing the following steps: and sending a dialogue component configuration adjustment request to the server so that the server adjusts the dialogue component configuration information of the customer service page according to the request.

generating a script of the dialog component;

determining customer service dialog information for a user;

and sending the customer service dialogue information to a first client.

loading a customer service page in a manner that all conversation components are not loaded;

determining script address information of a target dialogue component corresponding to the information type of the customer service dialogue information to be displayed;

and dynamically loading a target dialogue component to the customer service page according to the script address information, and displaying the customer service dialogue information through the dynamically loaded target dialogue component.

The application also provides a customer service robot system, including:

the server is used for determining the dialogue component configuration information of the customer service page of the target user and generating a script of the dialogue component; determining customer service dialogue information for a target user, and sending the customer service dialogue information to a client of the target user;

determining dialog component configuration information aiming at a customer service page of a target user and generating a script of a dialog component;

determining customer service dialog information for a target user;

and sending the customer service dialogue information to a client of a target user.

Optionally, the determining dialog component configuration information for the customer service page of the target user includes:

determining customer service demand information of a target user;

determining dialog component information of a target user according to the customer service demand information;

and setting dialog component configuration information of the target user according to the dialog component information.

Optionally, the determining the customer service requirement information of the target user includes:

and determining the customer service demand information according to the historical behavior data of the target user.

loading a customer service page in a component registration mode according to the dialog component configuration information of the customer service page of the target user;

the method further comprises the following steps:

Optionally, the component group includes: a group of life counseling;

the group of life counseling includes: and (6) checking weather.

Optionally, the component group includes: an online shopping group;

the online shopping group includes: a consultation order problem component, a seller non-refund component and a logistics checking component.

The application also provides a customer service robot system, including:

the server is used for determining the dialogue component configuration information of the customer service page of the target user and generating a script of the dialogue component; determining customer service dialogue information for a target user, and sending the customer service dialogue information to a client;

the client is used for acquiring a script of at least one dialogue component corresponding to the target user according to the configuration information; and loading at least one dialogue component to the customer service page according to the script of the at least one dialogue component, and displaying the customer service dialogue information through the target dialogue component.

acquiring a script of at least one dialogue component corresponding to a target user according to dialogue component configuration information aiming at a customer service page of the target user;

loading at least one dialog component to the customer service page according to the script of the at least one dialog component;

customer service dialog information is displayed by the at least one dialog component.

The present application also provides a computer-readable storage medium having stored therein instructions, which when run on a computer, cause the computer to perform the various methods described above.

The present application also provides a computer program product comprising instructions which, when run on a computer, cause the computer to perform the various methods described above.

Compared with the prior art, the method has the following advantages:

the customer service robot system provided by the embodiment of the application determines the configuration information of the dialogue component of the customer service page through the server, generates the script of the dialogue component, and loads the customer service page in a component registration mode through the client according to the configuration information; determining customer service dialogue information aiming at a user through a server, and sending the customer service dialogue information to a client; acquiring a script of a target dialogue component corresponding to the information type of the customer service dialogue information through the client according to the component registration information; dynamically loading a target dialogue component to the customer service page according to the script of the target dialogue component, and displaying the customer service dialogue information through the dynamically loaded target dialogue component; the processing mode enables the dialogue components to be divided into different scripts, a plurality of dialogue components are registered when an AI customer service dialogue initial screen page is initialized, the dialogue components are not loaded, and when customer service dialogue information is displayed by using the dialogue components, the scripts of the components are called to render the dialogue components, so that the dynamic loading of the dialogue components is realized; therefore, the loading performance of the first screen page of the customer service robot can be effectively improved. In addition, the client does not need to load all conversation components, so that the storage resources of the client can be effectively saved.

The customer service robot system provided by the embodiment of the application determines the configuration information of the dialogue component aiming at the customer service page of the target user through the server and generates the script of the dialogue component; determining customer service dialogue information for a target user, and sending the customer service dialogue information to a client of the target user; loading the customer service page in a component registration mode through a client according to the configuration information; acquiring a script of a target dialogue component corresponding to the information type of the customer service dialogue information according to the component registration information; dynamically loading a target dialogue component to the customer service page according to the script of the target dialogue component, and displaying the customer service dialogue information through the dynamically loaded target dialogue component; the processing mode enables the dialogue components to be divided into different scripts, a plurality of dialogue components corresponding to the user are registered when an AI customer service dialogue initial screen page is initialized, the dialogue components are not loaded, and when customer service dialogue information is displayed by using the dialogue components, the scripts of the components are called to render the dialogue components, so that the dynamic loading of the dialogue components is realized; therefore, the loading performance of the first screen page of the customer service robot can be effectively improved. In addition, the client does not need to load all conversation components, so that the storage resources of the client can be effectively saved. In addition, the processing mode also enables different dialog component configuration information to be stored for different users, avoids unnecessary dialog components from being displayed for the users, and therefore the users can quickly locate the interested customer service components in the customer service page; therefore, the user experience can be effectively improved.

The customer service robot system provided by the embodiment of the application determines the configuration information of the dialogue component aiming at the customer service page of the target user through the server and generates the script of the dialogue component; determining customer service dialogue information for a target user, and sending the customer service dialogue information to a client; acquiring a script of at least one dialog component corresponding to a target user through the client according to the configuration information; loading at least one dialogue component to the customer service page according to the script of the at least one dialogue component, and displaying the customer service dialogue information through the target dialogue component; the processing mode enables the conversation components to be divided into different scripts, special conversation component configuration information can be set for each user, only a plurality of conversation components corresponding to the users are loaded when an AI customer service conversation first screen page is initialized, other conversation components are not loaded, and when customer service conversation information is displayed by using the conversation components, the conversation information is displayed through the loaded conversation components; therefore, the loading performance of the first screen page of the customer service robot can be effectively improved, and the display speed of the dialogue information can be improved.

Drawings

FIG. 1 is a schematic structural diagram of an embodiment of a customer service robot system provided by the present application;

FIG. 2 is a schematic diagram of an application scenario of an embodiment of a customer service robot system provided by the present application;

FIG. 3 is a schematic diagram of an apparatus interaction of an embodiment of a customer service robot system provided by the present application;

FIG. 4 is a schematic diagram of a detailed interaction of an embodiment of a customer service robot system provided by the present application;

FIG. 5 is a schematic flow diagram of an embodiment of a customer service robot system provided by the present application.

Detailed Description

In the following description, numerous specific details are set forth in order to provide a thorough understanding of the present application. This application is capable of implementation in many different ways than those herein set forth and of similar import by those skilled in the art without departing from the spirit of this application and is therefore not limited to the specific implementations disclosed below.

In the application, a customer service robot system, a method and a device, and an electronic device are provided. Each of the schemes is described in detail in the following examples.

First embodiment

Please refer to fig. 1, which is a block diagram of an embodiment of a customer service robot system according to the present application. The system comprises: a server 1 and a client 2.

The server 1 may be a server deployed on a cloud server, or may be a server dedicated to implementing a customer service robot system, and may be deployed in a data center. The server may be a cluster server or a single server.

The client 2 includes but is not limited to a mobile communication device, namely: the mobile phone or the smart phone also includes terminal devices such as a personal computer, a PAD, and an iPad.

Please refer to fig. 2, which is a schematic view of a scene of a customer service robot system according to the present application. The server 1 and the client 2 may be connected through a network, for example, the client 2 may be networked through WIFI or the like. In the embodiment, a buyer user of the e-commerce platform interacts with a service end 1 deployed with a customer service robot application through a client end 2 of the buyer user, such as checking weather, checking logistics, consulting order questions and the like. The client 2 displays a customer service page, the page can include a plurality of categories of conversation components, a user can select a certain category of conversation components to provide corresponding categories of customer services for the user according to actual requirements, if the user wants to search weather, the conversation component of 'searching weather' can be selected, the client 2 sends consultation information (such as 'Hangzhou') provided by the user to the server 1, the server 1 determines reply information (such as weather information { type: 'weather', body: 'sunny', temperature:23 }) through a customer service robot system, the customer service reply information is returned to the client 2, and the client 2 displays the information through the conversation component (such as 'weather information display' conversation component) corresponding to the information type for the user to view.

Please refer to fig. 3, which is a schematic diagram of an apparatus interaction of an embodiment of a customer service robot system according to the present application. In this embodiment, the server is configured to determine dialog component configuration information of a customer service page, and generate a script of a dialog component; determining customer service dialogue information for a user, and sending the customer service dialogue information to a client; the client is used for loading the customer service page in a component registration mode according to the configuration information; acquiring a script of a target dialogue component corresponding to the information type of the customer service dialogue information according to the component registration information; and dynamically loading the target dialogue component to the customer service page according to the script of the target dialogue component, and displaying the customer service dialogue information through the dynamically loaded target dialogue component.

The customer service page may display various categories of dialog components, which are also referred to as robot dialog components or customer service components. The dialogue component can be a dialogue component which can be operated by a user, such as a weather checking component, a logistics checking component, a consultation order problem component, a commodity shopping guide component and the like; or dialog components which can only be viewed and can not be operated by the user, such as a weather information display component, a logistics information display component and the like. The program code of the service page may not include the code of these dialog components but include dialog component registration code by which the process of registering a dialog component to the service page in accordance with the dialog component configuration information may be performed.

In this embodiment, the customer service first screen page may load, in an initialization stage, a dialog component that needs to be displayed in the first screen page, such as a weather component, a logistics component, a consultation order problem component, a commodity shopping guide component, and the like. The dialog components to be displayed in the home screen page can be loaded in a dynamic loading mode, and the dialog components can also be packaged into the home screen page code.

The dialog component configuration information may be determined by the server and may be stored in a customer service page configuration file. For example, the service page developer sends a dialog component configuration request to the server via its client (second client), the request including at least: component type information of a dialog component to be displayed in a customer service page; the server side responds to the request and stores the configuration information of the dialogue component.

The customer service page developer can determine the information of the newly added conversation component, sends a configuration request for adding the conversation component to the server through the client, and the server writes the configuration information of the newly added conversation component into a customer service page configuration file. The customer service page developer can also determine the information of the dialog component to be deleted, send a configuration request for deleting the dialog component to the server side, and the server side clears the information of the dialog component to be deleted in the customer service page configuration file. It can be seen that the dialog component configuration information includes at least dialog component type information.

When the client initializes the customer service page, the client executes the processing of configuring information according to the conversation components and registering the conversation components to the customer service page through the component registration codes in the page codes, so that the customer service first screen page only needs to load the conversation components to be displayed on the customer service first screen page, such as components for checking weather and consulting order problems, and does not load the conversation components which are not required to be displayed on the customer service first screen page, such as a weather information display component. After the service end sends the customer service dialogue information aiming at the user to the client, the client can determine the type of the corresponding target dialogue component (such as a weather information display component, a logistics information display component and the like) according to the information type (such as weather information, logistics information and the like) of the customer service dialogue information, the script of the component can be downloaded from the service end, the executor executes the function of the script exposure, and therefore the dynamic loading of the target dialogue component to the customer service page is achieved through a dynamic loading mode, at the moment, the client can render the message replied by the customer service robot in a dialogue interface through the loaded target dialogue component, and the message replied by the customer service robot is displayed for the user.

The dialogue component configuration information can be stored in the service end, the customer service page reads the dialogue component configuration information of the service end, and the dialogue component is registered in the customer service page according to the configuration information. For example, dialog component type information is stored in a component store local to the client.

The script of the dialog component may be a plain text saved dialog component program. The script of the dialog component can be a javascript script or a script of other languages. The client determines the script address of the target dialogue component according to the set script address generation rule, and downloads the script of the target dialogue component from the address. The script of the dialogue component can be stored in a customer service system server, and the client can be directly downloaded from the customer service system server; the script may also be stored at the content distribution server from which the client downloads.

In one example, the client determines the script address of the target dialog component according to the set script address generation rule and the type information of the target dialog component. For example, the script address generation rules include: script download Server site + dialog component type, e.g., script address http:// a. alicdn. com/kfjqr/{ type }/index.

For example, when the user asks for weather, the robot answers the weather message { type: "weather", body: { type: "sunny", temperature:23} }, which is matched by dialog components, to "weather", which indicates that asynchronous dialog components need to be loaded, thus loading scripts with addresses https:// a. After the script is loaded, the executor executes the function exposed by the script and renders the weather in the dialogue interface.

It should be noted that, since the prior art packages all the dialog components into the customer service page code, when some dialog components are to be upgraded or replaced, the first screen page code of the customer service robot needs to be modified, so that flexible upgrade and replacement of the dialog components cannot be realized. In addition, the processing mode also prevents the server side from managing the conversation component codes of all versions.

In order to solve this problem, the dialog component configuration information of this embodiment includes not only dialog component type information but also component version information, and a service page displayed after executing the component registration code may also include component version information. In specific implementation, the version number may be registered in a component storage local to the code, that is: the component registration information includes a correspondence between dialog component type information and version information. Table 1 shows the dialog component configuration information in this embodiment.

TABLE 1 dialog component configuration information

In one example, a service page developer can determine dialog component information to be updated in version, send a dialog component version update request to a server through a client, the request including dialog component type information and an updated version number, and the server updates the version number of the dialog component to a new version number.

Please refer to fig. 4, which is a schematic diagram illustrating an apparatus interaction of an embodiment of a customer service robot system according to the present application. In this embodiment, the service end of the customer service system may be specifically configured to determine type information of the target dialog component according to an information type of the customer service dialog information to be displayed; determining target dialogue component version information according to the component registration information and the component type information; determining script address information of the target dialogue component according to the type information and the version information of the target dialogue component; and downloading the script from a content distribution server according to the script address information.

In specific implementation, the client can determine the script address of the target dialog component according to the set script address generation rule, the type information and the version information of the target dialog component. For example, the script address generation rules include: script download server site + dialog component type + component version number, for example, script address is http:// a.

For example, when the user asks for weather, the robot answers the following weather message { type: "weather", body: { type: "sunny", temperature:23} }, which is matched through the dialog component to the weather: "0.1.0", which means that an asynchronous dialog component needs to be loaded, and then a script with the address https:// a. alicdn.com/kefqr/weather/0.1.0/index. js is loaded.

In addition, the service end in this embodiment also manages version information of various dialog components. Table 2 shows dialog component version information in the present embodiment.

TABLE 2 dialog component version information

In this embodiment, the component version center manages the types and version numbers of dialog components used in the customer service page, such as weather: weather (type), 0.1.0 (version number); air ticket: flight, 0.1.1. Meanwhile, script codes of components such as weather and air tickets can be stored on a CND (Content Delivery Network), and the format of script addresses is https:// a.alicdn.com/kfjqr/{ type }/{ version }/index }/js, and when a customer service page is loaded, the dialog component types and version numbers are pulled from the version center in the format of { "weather": 0.1.0"," flight ": 0.1.1" }.

Please refer to fig. 5, which is a flowchart illustrating an embodiment of a customer service robot system according to the present application. In this embodiment, a server stores dialog component configuration information in a component version center, a client initializes a customer service home screen page according to the configuration information, and registers a component in the configuration information into a local component storage during initialization; in the user question and answer stage, a user presents questions to the robot, the robot determines answer information and sends the answer information to a client; the client matches a corresponding target dialog component in the component storage according to the information type carried by the message, for example, for the 'weather' information type, a 'weather information display' component with the version number of 0.1.2 can be matched, then the asynchronous component is downloaded from the content distribution network, the asynchronous component is loaded to a customer service page through a loader, the script is executed through an executor, and the information replied by the robot is rendered through the component.

In one example, the client may also be used to determine dialog component type information for the user; and sending a dialogue component configuration adjustment request aiming at the user to a server side, so that the server side sets dialogue component configuration information of the user according to the dialogue component type information. By adopting the processing mode, different dialog component configuration information can be stored for different users, unnecessary dialog components are prevented from being displayed for the users, and the users can quickly locate the interested customer service components in the customer service page; therefore, the user experience can be effectively improved.

In one example, the server may be specifically configured to determine customer service demand information of a target user; determining dialog component information of a target user according to the customer service demand information; and setting dialog component configuration information of the target user according to the dialog component information. By adopting the processing mode, different dialog component configuration information can be stored for different users, unnecessary dialog components are prevented from being displayed for the users, and the users can quickly locate the interested customer service components in the customer service page; therefore, the user experience can be effectively improved.

In specific implementation, the service end can determine the customer service demand information according to the historical behavior data of the target user. For example, if the user has no orders to be delivered, there is no need to display a "check-in" dialog component.

In one example, the configuration information may further include: component group information, a component group may include multiple dialog components, and dialog components in the same group may be components that may appear together. For example, the three dialog components "consult order problem", "seller not refund" and "check-logistics" may appear together, so they are grouped in the same component group "online shopping group". Table 3 shows the component group information in one example.

TABLE 3 component group configuration information

After the component group is set, the configuration item can be directly set as the identifier of the component group in the configuration information of the conversation component, and the conversation component does not need to be specifically configured. Correspondingly, the client can also be used for acquiring a script of the dialog component included in the component group to which the target dialog component belongs; and dynamically loading the dialogue components included in the component group to the customer service page according to the scripts of the dialogue components included in the component group. By adopting the processing mode, the 'component group' can be registered when the page is initialized, when a certain conversation information is displayed, the whole component group where the component corresponding to the conversation information is positioned is loaded, and the subsequent related operation is quickened by loading one group at a time.

As can be seen from the foregoing embodiments, the customer service robot system provided in the embodiments of the present application determines, by the server, the configuration information of the dialog component of the customer service page, generates the script of the dialog component, and loads, by the client, the customer service page in a dialog component registration manner according to the configuration information; determining customer service dialogue information aiming at a user through a server, and sending the customer service dialogue information to a client; acquiring a script of a target dialogue component corresponding to the information type of the customer service dialogue information through the client according to the component registration information; dynamically loading a target dialogue component to the customer service page according to the script of the target dialogue component, and displaying the customer service dialogue information through the dynamically loaded target dialogue component; the processing mode enables the dialogue components to be divided into different scripts, a plurality of dialogue components are registered when an AI customer service dialogue initial screen page is initialized, the dialogue components are not loaded, and when customer service dialogue information is displayed by using the dialogue components, the scripts of the components are called to render the dialogue components, so that the dynamic loading of the dialogue components is realized; therefore, the loading performance of the first screen page of the customer service robot can be effectively improved. In addition, the client does not need to load all conversation components, so that the storage resources of the client can be effectively saved.

Second embodiment

Corresponding to the customer service robot system, the application also provides a customer service dialogue information display method, and the execution main body of the method comprises but is not limited to a server. Parts of this embodiment that are the same as the first embodiment are not described again, please refer to corresponding parts in the first embodiment.

In this embodiment, the customer service dialog information display method includes the following steps:

step 1: determining the configuration information of the dialogue component of the customer service page and generating a script of the dialogue component;

step 2: determining customer service dialog information for a user;

and step 3: and sending the customer service dialogue information to a first client.

The configuration information includes, but is not limited to: dialog component type information and dialog component version information.

In one example, the method may further comprise the steps of: receiving a component version updating request aiming at the target conversation component type and sent by a second client; and updating the component version configuration information of the target dialogue component type according to the updated version information carried by the request.

In one example, the method may further comprise the steps of: receiving a component deleting request aiming at the target conversation component type and sent by a second client; the dialog component configuration information for the target dialog component type is deleted.

In one example, the method may further comprise the steps of: receiving a component adding request aiming at the target conversation component type and sent by a second client; target dialog component type information is added to the dialog component configuration information.

In one example, the method may further comprise the steps of: determining script address information of the dialog component; the configuration information further includes: script address information.

The configuration information can be stored in a customer service system server, and the script can be stored in a content distribution server.

The dialog components, including but not limited to: a consultation order problem component, a seller non-refund component, a weather checking component and a logistics checking component.

Third embodiment

In the above embodiment, a customer service dialog information display method is provided, and correspondingly, the application also provides a customer service dialog information display device. The apparatus corresponds to an embodiment of the method described above.

Parts of this embodiment that are the same as the first embodiment are not described again, please refer to corresponding parts in the first embodiment. The application provides a customer service dialogue information display device includes:

a script generation unit for generating a script of the dialog component;

Fourth embodiment

The application also provides an electronic device. Since the apparatus embodiments are substantially similar to the method embodiments, they are described in a relatively simple manner, and reference may be made to some of the descriptions of the method embodiments for relevant points. The device embodiments described below are merely illustrative.

An electronic device of the present embodiment includes: a processor and a memory; a memory for storing a program for implementing the customer service dialog information display method, the apparatus executing the following steps after being powered on and running the program of the method through the processor: determining the configuration information of the dialogue component of the customer service page and generating a script of the dialogue component; determining customer service dialog information for a user; and sending the customer service dialogue information to a first client.

Fifth embodiment

Corresponding to the customer service robot system, the application also provides a customer service dialogue information display method, and an execution main body of the method comprises but is not limited to a client, and the method can be any device capable of realizing the method. Parts of this embodiment that are the same as the first embodiment are not described again, please refer to corresponding parts in the first embodiment.

step 1: loading the customer service page in a component registration mode according to the conversation component configuration information of the customer service page;

step 2: acquiring a script of a target dialogue component corresponding to the information type of the customer service dialogue information to be displayed according to the component registration information;

and step 3: and dynamically loading the target dialogue component to the customer service page according to the script of the target dialogue component, and displaying the customer service dialogue information through the dynamically loaded target dialogue component.

The component registration information includes, but is not limited to: and the corresponding relation between the conversation component type information and the version information.

In one example, step 2 may include the following sub-steps: determining type information of the target dialogue component according to the information type; determining target dialogue component version information according to the component registration information; determining script address information of the target dialogue component according to the type information and the version information of the target dialogue component; and downloading the script from the server according to the script address information.

The information types include, but are not limited to: weather information, logistics information.

In one example, the method may further comprise the steps of: determining dialog component type information of a user; and sending a dialogue component configuration adjustment request aiming at the user to a server side, so that the server side sets dialogue component configuration information of the user according to the dialogue component type information.

In one example, the configuration information further includes: component group information; the method may further comprise the steps of: acquiring a script of the dialog component included in the component group to which the target dialog component belongs; and dynamically loading the dialogue components included in the component group to the customer service page according to the scripts of the dialogue components included in the component group.

The group of components, including but not limited to: a life consultation group and an online shopping group. The group of lifestyle counseling includes, but is not limited to: and (6) checking weather. The online shopping group includes but is not limited to: a consultation order problem component, a seller non-refund component and a logistics checking component.

Sixth embodiment

Seventh embodiment

The application also provides an electronic device embodiment. Since the apparatus embodiments are substantially similar to the method embodiments, they are described in a relatively simple manner, and reference may be made to some of the descriptions of the method embodiments for relevant points. The device embodiments described below are merely illustrative.

An electronic device of the present embodiment includes: a processor and a memory; a memory for storing a program for implementing the customer service dialog information display method, the apparatus executing the following steps after being powered on and running the program of the method through the processor: loading the customer service page in a component registration mode according to the conversation component configuration information of the customer service page; acquiring a script of a target dialogue component corresponding to the information type of the customer service dialogue information to be displayed according to the component registration information; and dynamically loading the target dialogue component to the customer service page according to the script of the target dialogue component, and displaying the customer service dialogue information through the dynamically loaded target dialogue component.

Eighth embodiment

Corresponding to the customer service robot system, the application also provides a customer service page component configuration method, and an execution main body of the method includes but is not limited to a client, and the method can be any device capable of implementing the method. Parts of this embodiment that are the same as the first embodiment are not described again, please refer to corresponding parts in the first embodiment.

In this embodiment, the method for configuring a customer service page component includes the following steps: and sending a dialogue component configuration adjustment request to the server so that the server adjusts the dialogue component configuration information of the customer service page according to the request.

The request, including but not limited to: component version adjustment information, component type adjustment information.

Ninth embodiment

In the foregoing embodiment, a method for configuring a customer service page component is provided, and correspondingly, a device for configuring a customer service page component is also provided. The apparatus corresponds to an embodiment of the method described above.

Parts of this embodiment that are the same as the first embodiment are not described again, please refer to corresponding parts in the first embodiment. The application provides a customer service page subassembly configuration device includes:

Tenth embodiment

An electronic device of the present embodiment includes: a processor and a memory; a memory for storing a program for implementing a method for configuring a customer service page component, the device being powered on and running the program of the method via the processor for performing the following steps: and sending a dialogue component configuration adjustment request to the server so that the server adjusts the dialogue component configuration information of the customer service page according to the request.

Eleventh embodiment

Corresponding to the customer service robot system, the application also provides a customer service dialogue information display method, and an execution main body of the method comprises but is not limited to a server side, and the method can be any equipment capable of realizing the method. Parts of this embodiment that are the same as the first embodiment are not described again, please refer to corresponding parts in the first embodiment.

step 1: generating a script of the dialog component;

step 2: determining customer service dialog information for a user;

The method provided by the embodiment of the application can directly write the configuration information of the conversation component in the code of the customer service page and directly acquire the configuration information from the code of the customer service page.

Twelfth embodiment

step 1: loading a customer service page in a manner that all conversation components are not loaded;

step 2: determining script address information of a target dialogue component corresponding to the information type of the customer service dialogue information to be displayed;

and step 3: and dynamically loading a target dialogue component to the customer service page according to the script address information, and displaying the customer service dialogue information through the dynamically loaded target dialogue component.

The method provided by the embodiment of the application can not execute the component registration processing, and can load the customer service page in a mode of not loading all conversation components. In specific implementation, step 1 may be to load part of the dialog components, or may not be to load any dialog components.

Thirteenth embodiment

Corresponding to the customer service robot system, the application also provides a customer service robot system. Parts of this embodiment that are the same as the first embodiment are not described again, please refer to corresponding parts in the first embodiment.

In this embodiment, the system includes: a server and a client.

The server is used for determining the dialogue component configuration information of the customer service page of the target user and generating a script of the dialogue component; determining customer service dialogue information for a target user, and sending the customer service dialogue information to a client of the target user; the client is used for loading the customer service page in a component registration mode according to the configuration information; acquiring a script of a target dialogue component corresponding to the information type of the customer service dialogue information according to the component registration information; and dynamically loading the target dialogue component to the customer service page according to the script of the target dialogue component, and displaying the customer service dialogue information through the dynamically loaded target dialogue component.

The difference between the system provided by the embodiment of the present application and the system provided by the first embodiment of the present application includes: the dialog component configuration information in this embodiment is configuration information for a particular user, that is, different users may have different dialog component configuration information. In the system provided in the first embodiment, the dialog component configuration information may be common to the user, that is, one service page may correspond to only one set of dialog component configuration information.

In one example, the server may be specifically configured to determine customer service demand information of a target user; determining dialog component information of a target user according to the customer service demand information; and setting dialog component configuration information of the target user according to the dialog component information. By adopting the processing mode, the customer service requirement information of each user can be determined according to the difference of habits and other aspects of each user, so that the dialogue component configuration information of the user is saved and upgraded, and the personalized dialogue component configuration information upgrading processing is realized; therefore, the loading performance of the first screen page of the customer service robot can be further improved, and the user experience is improved.

In specific implementation, the customer service demand information may be determined according to historical behavior data of the target user. For example, if the user has an order in delivery, it may correspond to a "check-in" dialog component; if the user does not have an order in transit, the dialog component for "check logistics" is not included in the dialog component configuration information for the user. By adopting the processing mode, the configured conversation components can be increased or decreased according to the recent use condition and the like; therefore, the loading performance of the first screen page of the customer service robot can be further improved, and the user experience is improved.

In one example, the configuration information may further include: component group information; the client can also be used for acquiring a script of the dialog component included in the component group to which the target dialog component belongs; and dynamically loading the dialogue components included in the component group to the customer service page according to the scripts of the dialogue components included in the component group. By adopting the processing mode, the 'component group' can be registered when the page is initialized, when a certain conversation information is displayed, the whole component group where the component corresponding to the conversation information is positioned is loaded, and the subsequent related operation is quickened by loading one group at a time.

As can be seen from the foregoing embodiments, the customer service robot system provided in the embodiments of the present application determines, through the server, dialog component configuration information for a customer service page of a target user, and generates a script of a dialog component; determining customer service dialogue information for a target user, and sending the customer service dialogue information to a client of the target user; loading the customer service page in a component registration mode through a client according to the configuration information; acquiring a script of a target dialogue component corresponding to the information type of the customer service dialogue information according to the component registration information; dynamically loading a target dialogue component to the customer service page according to the script of the target dialogue component, and displaying the customer service dialogue information through the dynamically loaded target dialogue component; the processing mode enables the dialogue components to be divided into different scripts, a plurality of dialogue components corresponding to the user are registered when an AI customer service dialogue initial screen page is initialized, the dialogue components are not loaded, and when customer service dialogue information is displayed by using the dialogue components, the scripts of the components are called to render the dialogue components, so that the dynamic loading of the dialogue components is realized; therefore, the loading performance of the first screen page of the customer service robot can be effectively improved. In addition, the client does not need to load all conversation components, so that the storage resources of the client can be effectively saved. In addition, the processing mode also enables different dialog component configuration information to be stored for different users, avoids unnecessary dialog components from being displayed for the users, and therefore the users can quickly locate the interested customer service components in the customer service page; therefore, the user experience can be effectively improved.

Fourteenth embodiment

step 1: determining dialog component configuration information aiming at a customer service page of a target user and generating a script of a dialog component;

step 2: determining customer service dialog information for a target user;

and step 3: and sending the customer service dialogue information to a client of a target user.

In one example, the determining dialog component configuration information for a customer service page for a target user may include the sub-steps of: determining customer service demand information of a target user; determining dialog component information of a target user according to the customer service demand information; and setting dialog component configuration information of the target user according to the dialog component information.

In one example, the determining of the customer service requirement information of the target user may be implemented as follows: and determining the customer service demand information according to the historical behavior data of the target user.

Fifteenth embodiment

step 1: loading a customer service page in a component registration mode according to the dialog component configuration information of the customer service page of the target user;

In one example, the configuration information may further include: component group information; the method may further comprise the steps of: acquiring a script of the dialog component included in the component group to which the target dialog component belongs; and dynamically loading the dialogue components included in the component group to the customer service page according to the scripts of the dialogue components included in the component group. By adopting the processing mode, the 'component group' can be registered when the page is initialized, when a certain conversation information is displayed, the whole component group where the component corresponding to the conversation information is positioned is loaded, and the subsequent related operation is quickened by loading one group at a time.

The group of components, including but not limited to: a life consultation group and an online shopping group. The group of life counseling, including but not limited to: checking weather and booking air tickets. The online shopping group includes but is not limited to: a consultation order problem component, a seller non-refund component and a logistics checking component.

Sixteenth embodiment

In this embodiment, the system includes: a server and a client.

The server is used for determining the dialogue component configuration information of the customer service page of the target user and generating a script of the dialogue component; determining customer service dialogue information for a target user, and sending the customer service dialogue information to a client; the client is used for acquiring a script of at least one dialogue component corresponding to the target user according to the configuration information; and loading at least one dialogue component to the customer service page according to the script of the at least one dialogue component, and displaying the customer service dialogue information through the target dialogue component.

The difference between the system provided by the embodiment of the present application and the system provided by the thirteenth embodiment of the present application includes: according to the embodiment, according to the configuration information of the dialog component of the user, the dialog component corresponding to the user is loaded when the customer service page is loaded, and the dialog information can be directly displayed through the loaded dialog component subsequently. In the system provided in the thirteenth embodiment, the customer service page may be loaded in the form of the registration component, and then the required dialog component may be loaded when a specific dialog message is displayed.

As can be seen from the foregoing embodiments, the customer service robot system provided in the embodiments of the present application determines, through the server, dialog component configuration information for a customer service page of a target user, and generates a script of a dialog component; determining customer service dialogue information for a target user, and sending the customer service dialogue information to a client; acquiring a script of at least one dialog component corresponding to a target user through the client according to the configuration information; loading at least one dialogue component to the customer service page according to the script of the at least one dialogue component, and displaying the customer service dialogue information through the target dialogue component; the processing mode enables the conversation components to be divided into different scripts, special conversation component configuration information can be set for each user, only a plurality of conversation components corresponding to the users are loaded when an AI customer service conversation first screen page is initialized, other conversation components are not loaded, and when customer service conversation information is displayed by using the conversation components, the conversation information is displayed through the loaded conversation components; therefore, the loading performance of the first screen page of the customer service robot can be effectively improved, and the display speed of the dialogue information can be improved.

Seventeenth embodiment

step 1: acquiring a script of at least one dialogue component corresponding to a target user according to dialogue component configuration information aiming at a customer service page of the target user;

step 2: loading at least one dialog component to the customer service page according to the script of the at least one dialog component;

and step 3: customer service dialog information is displayed by the at least one dialog component.

Although the present application has been described with reference to the preferred embodiments, it is not intended to limit the present application, and those skilled in the art can make variations and modifications without departing from the spirit and scope of the present application, therefore, the scope of the present application should be determined by the claims that follow.

In a typical configuration, a computing device includes one or more processors (CPUs), input/output interfaces, network interfaces, and memory.

The memory may include forms of volatile memory in a computer readable medium, Random Access Memory (RAM) and/or non-volatile memory, such as Read Only Memory (ROM) or flash memory (flash RAM). Memory is an example of a computer-readable medium.

1. Computer-readable media, including both non-transitory and non-transitory, removable and non-removable media, may implement information storage by any method or technology. The information may be computer readable instructions, data structures, modules of a program, or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), Static Random Access Memory (SRAM), Dynamic Random Access Memory (DRAM), other types of Random Access Memory (RAM), Read Only Memory (ROM), Electrically Erasable Programmable Read Only Memory (EEPROM), flash memory or other memory technology, compact disc read only memory (CD-ROM), Digital Versatile Discs (DVD) or other optical storage, magnetic cassettes, magnetic tape magnetic disk storage or other magnetic storage devices, or any other non-transmission medium that can be used to store information that can be accessed by a computing device. As defined herein, computer readable media does not include non-transitory computer readable media (transient media), such as modulated data signals and carrier waves.

2. As will be appreciated by one skilled in the art, embodiments of the present application may be provided as a method, system, or computer program product. Accordingly, the present application may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present application may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.

Claims

1. A customer service robot system, comprising:

2. A customer service dialog information display method is characterized by comprising the following steps:

determining customer service dialog information for a user;

and sending the customer service dialogue information to a first client.

3. The method of claim 2,

the configuration information includes: dialog component type information and dialog component version information.

4. The method of claim 3, further comprising:

5. The method of claim 3, further comprising:

6. The method of claim 3, further comprising:

7. The method of claim 2, further comprising:

determining script address information of the dialog component;

the configuration information further includes: script address information.

8. The method of claim 2,

the configuration information is stored in a customer service system server, and the script is stored in a content distribution server.

9. The method of claim 2,

the dialog component includes: a consultation order problem component, a seller non-refund component, a weather checking component and a logistics checking component.

10. A customer service dialog information display method is characterized by comprising the following steps:

11. The method of claim 10,

the component registration information includes: and the corresponding relation between the conversation component type information and the version information.

12. The method of claim 11, wherein the obtaining the script of the target dialog component corresponding to the information type of the service dialog information to be displayed according to the component registration information comprises:

13. The method of claim 10, wherein the information types comprise: weather information, logistics information.

14. The method of claim 10, further comprising:

determining dialog component type information of a user;

15. The method of claim 10,

the configuration information further includes: component group information;

the method further comprises the following steps:

16. The method of claim 15,

the group of components comprises: a group of life counseling;

the group of life counseling includes: and (6) checking weather.

17. The method of claim 15,

the group of components comprises: an online shopping group; the online shopping group includes: a consultation order problem component, a seller non-refund component and a logistics checking component.

18. A method for configuring a customer service page component, comprising:

19. The method of claim 18, wherein the requesting comprises: component version adjustment information, component type adjustment information.

20. A customer service dialogue information display device, comprising:

a script generation unit for generating a script of the dialog component;

21. An electronic device, comprising:

a processor; and

22. A customer service dialogue information display device, comprising:

23. An electronic device, comprising:

a processor; and

24. An apparatus for configuring a customer service page component, comprising:

25. An electronic device, comprising:

a processor; and

26. A customer service dialog information display method is characterized by comprising the following steps:

generating a script of the dialog component;

determining customer service dialog information for a user;

and sending the customer service dialogue information to a first client.

27. A customer service dialog information display method is characterized by comprising the following steps:

28. A customer service robot system, comprising:

29. A customer service dialog information display method is characterized by comprising the following steps:

determining customer service dialog information for a target user;

30. The method of claim 29, wherein determining dialog component configuration information for a customer service page for a target user comprises:

determining customer service demand information of a target user;

31. The method of claim 30, wherein determining customer service need information for the target user comprises:

32. A customer service dialog information display method is characterized by comprising the following steps:

33. The method of claim 32,

the configuration information further includes: component group information;

the method further comprises the following steps:

34. The method of claim 33,

the group of components comprises: a group of life counseling;

the group of life counseling includes: and (6) checking weather.

35. The method of claim 33,

the group of components comprises: an online shopping group;

36. A customer service robot system, comprising:

37. A customer service dialog information display method is characterized by comprising the following steps: