CN113779216A - Event recording method, system, device and storage medium based on multi-party conversation - Google Patents
Event recording method, system, device and storage medium based on multi-party conversation Download PDFInfo
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- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/33—Querying
- G06F16/332—Query formulation
- G06F16/3329—Natural language query formulation or dialogue systems
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
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- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F40/00—Handling natural language data
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- G06F40/279—Recognition of textual entities
- G06F40/289—Phrasal analysis, e.g. finite state techniques or chunking
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- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F40/00—Handling natural language data
- G06F40/30—Semantic analysis
- G06F40/35—Discourse or dialogue representation
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- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
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Abstract
The invention provides an event recording method, a system, equipment and a storage medium based on multi-party conversation, wherein the method comprises the following steps: updating the dialogue information of at least one first-class user and at least one second-class user in real time, wherein the dialogue information at least comprises a plurality of pieces of text content information and a speaking user of the text content information; obtaining the average value of the matching degrees of the keyword sets corresponding to all byte sections in each preset structured data template based on the dialogue information; and carrying out semantic analysis on the byte section of the structured data template with the highest current matching degree average value of the dialogue information to obtain parameter information corresponding to the byte section, using the parameter information as a parameter value corresponding to the data byte section, and circulating the steps. The invention can enhance the concentration degree of the customer service client, improve the overall efficiency and reduce the time cost and the labor cost.
Description
Technical Field
The present invention relates to the field of language processing, and in particular, to a multiparty dialog based event recording method, system, device, and storage medium.
Background
On-line Travel (Online Travel Agency) is a professional word in the Travel electronic commerce industry. Means that "the tourism consumer reserves the tourism product or service to the tourism service provider through the network and pays on-line or off-line, i.e., each tourism owner can do the product marketing or product selling through the network". The OTA puts the original traditional sales mode of the travel agency on a network platform, thereby more widely transmitting line information and more conveniently consulting and ordering guests through interactive communication.
Currently, in the OTA field, there are a large number of customer service scenarios: after the customer and the customer service enter the line through IM, the customer service communicates with the customer according to the requirements, and after the communication is finished, the customer service can arrange the conversation content of the customer, fill and record the relevant event information, and then store the conversation content or generate the relevant order form according to the event information.
In order to collect data more accurately, some templates are prepared in advance based on the service content, and are used for customer service to actively select and fill information into corresponding templates, and subsequent services also need to be generated by activating corresponding decision logic based on the selected templates.
However, in the process of the conversation between the customer service and the customer, the customer service is often in a mess due to the fact that templates need to be selected and processed at the same time, the concentration degree of the customer service customer is reduced, and the template filling is carried out after the conversation is finished, so that the overall efficiency is reduced, and the time cost and the labor cost are increased.
Accordingly, the present invention provides an event recording method, system, device and storage medium based on multi-party dialogue.
Disclosure of Invention
Aiming at the problems in the prior art, the invention aims to provide an event recording method, a system, equipment and a storage medium based on multi-party conversation, which overcome the difficulties in the prior art, can enhance the concentration degree of customer service customers, improve the overall efficiency and reduce the time cost and the labor cost.
The embodiment of the invention provides an event recording method based on multi-party conversation, which comprises the following steps:
updating conversation information of at least one first-class user and at least one second-class user in real time, wherein the conversation information at least comprises a plurality of pieces of text content information and speaking users of the text content information;
obtaining the average value of the matching degrees of the keyword sets corresponding to all byte sections in each preset structured data template based on the dialogue information; and
and performing semantic analysis on the field of the structured data template with the highest matching degree average value of the dialogue information to obtain parameter information corresponding to the field, taking the parameter information as a parameter value corresponding to the data field, and repeating the steps.
Preferably, before obtaining the average value of the matching degrees of the keyword sets corresponding to all the byte sections in each preset structured data template based on the dialog information, the method further includes the following steps:
presetting a plurality of structured data templates, wherein each structured data template comprises a plurality of data byte sections and corresponding parameter values, each data byte section is associated with at least one keyword set, and each keyword set comprises at least one keyword.
Preferably, the obtaining an average value of the matching degrees of the keyword sets corresponding to all the byte sections in each preset structured data template based on the dialog information further includes:
obtaining the dialogue information from a dialogue box of the instant messaging application containing the first class users and the second class users;
performing semantic analysis on the dialog information based on the byte segment of the structured data template with the highest average matching degree to obtain parameter information corresponding to the byte segment, wherein the parameter information corresponding to the data byte segment further includes:
and generating an information box by using the structured data template with the highest average matching degree at present, wherein the information box and the dialog box are displayed in parallel.
Preferably, the obtaining of the average value of the matching degrees of the keyword sets corresponding to all the byte sections in each preset structured data template based on the dialog information includes the following steps:
calculating matching degrees of the dialogue information and a keyword set corresponding to the word section in each preset structured data template respectively;
and calculating the matching degree of the keyword sets corresponding to all the byte segments in the same structured data template, and averaging to obtain the average matching degree of each structured data template.
Preferably, the semantic analysis of the dialog information based on the byte segment of the structured data template with the highest average matching degree to obtain the parameter information corresponding to the byte segment, and the parameter information is used as the parameter value corresponding to the data byte segment, and the method includes the following steps:
sorting the corresponding structured data templates based on the average of the matching degrees;
segmenting the dialog information based on natural language processing based on the word segments of the structured data template with the highest average value, and matching each word segment with parameter information appearing in at least one piece of the dialog information based on context;
and taking the parameter information as the parameter value corresponding to the corresponding data byte section.
Preferably, after performing semantic analysis on the dialog information based on the byte segment of the structured data template with the highest average matching degree currently, to obtain parameter information corresponding to the byte segment, and using the parameter information as a parameter value corresponding to the data byte segment, the step of updating the dialog information of at least one first-class user and one second-class user in real time, where the dialog information at least includes several pieces of text content information and before a speaking user of the text content information, further includes:
and generating order information to be sent to the first class of users based on the historical data of the first class of users and the parameter values of the data field segment with the highest average value in the structured data template.
Preferably, the first type of user is a customer and the second type of user is a customer service.
Preferably, this also includes highlighting (highlighting, changing color or flashing) the data field whose parameter values are currently empty in the current information box 20, so as to prompt customer service B to query customer a about the corresponding contents of the data field whose parameter values are temporarily empty.
An embodiment of the present invention further provides an event logging system based on a multi-party conversation, which is used for implementing the above event logging method based on a multi-party conversation, and the event logging system based on a multi-party conversation includes:
the conversation updating module updates the conversation information of at least one first-class user and a second-class user in real time, wherein the conversation information at least comprises a plurality of pieces of text content information and speaking users of the text content information;
the matching degree calculation module is used for obtaining the average value of the matching degrees of the keyword sets corresponding to all the byte sections in each preset structured data template based on the dialogue information; and
and the event recording module is used for performing semantic analysis on the byte section of the structured data template with the highest current average matching degree of the dialogue information to obtain parameter information corresponding to the byte section, taking the parameter information as a parameter value corresponding to the data byte section, and returning the parameter information to the dialogue updating module.
An embodiment of the present invention further provides an event recording device based on a multi-party conversation, including:
a processor;
a memory having stored therein executable instructions of the processor;
wherein the processor is configured to perform the steps of the multiparty dialog based event recording method described above via execution of the executable instructions.
An embodiment of the present invention also provides a computer-readable storage medium for storing a program, which when executed, implements the steps of the multiparty dialog based event recording method described above.
The invention aims to provide an event recording method, system, equipment and storage medium based on multi-party conversation, which can enhance the concentration degree of customer service clients, improve the overall efficiency and reduce the time cost and the labor cost.
Drawings
Other features, objects and advantages of the present invention will become more apparent upon reading of the following detailed description of non-limiting embodiments thereof, with reference to the accompanying drawings.
Fig. 1 is a flowchart of a multiparty dialog based event logging method of the present invention.
FIG. 2 is an interface schematic diagram of the multi-party dialog based event logging method implementation process of the present invention.
FIG. 3 is a block diagram of a multi-party dialog based event logging system of the present invention.
Fig. 4 is a schematic structural diagram of the multiparty dialogue based event recording apparatus of the present invention.
Fig. 5 is a schematic structural diagram of a computer-readable storage medium according to an embodiment of the present invention.
Detailed Description
The following description of the embodiments of the present application is provided by way of specific examples, and other advantages and effects of the present application will be readily apparent to those skilled in the art from the disclosure herein. The present application is capable of other and different embodiments and of being practiced or of being carried out in various ways, and its several details are capable of modification in various respects, all without departing from the spirit and scope of the present application. It should be noted that the embodiments and features of the embodiments in the present application may be combined with each other without conflict.
Embodiments of the present application will be described in detail below with reference to the accompanying drawings so that those skilled in the art can easily implement the embodiments. The present application may be embodied in many different forms and is not limited to the embodiments described herein.
Reference throughout this specification to "one embodiment," "some embodiments," "an example," "a specific example," or "some examples," or the like, means that a particular feature, structure, material, or characteristic described in connection with the embodiment or example is included in at least one embodiment or example of the present application. Rather, the particular features, structures, materials, or characteristics shown may be combined in any suitable manner in any one or more embodiments or examples. Moreover, various embodiments or examples and features of different embodiments or examples presented in this application can be combined and combined by those skilled in the art without contradiction.
Furthermore, the terms "first", "second" are used for descriptive purposes only and are not to be construed as indicating or implying relative importance or implicitly indicating the number of technical features indicated. Thus, a feature defined as "first" or "second" may explicitly or implicitly include at least one such feature. In the expressions of the present application, "plurality" means two or more unless specifically defined otherwise.
In order to clearly explain the present application, components that are not related to the description are omitted, and the same reference numerals are given to the same or similar components throughout the specification.
Throughout the specification, when a device is referred to as being "connected" to another device, this includes not only the case of being "directly connected" but also the case of being "indirectly connected" with another element interposed therebetween. In addition, when a device "includes" a certain component, unless otherwise stated, the device does not exclude other components, but may include other components.
When a device is said to be "on" another device, this may be directly on the other device, but may also be accompanied by other devices in between. When a device is said to be "directly on" another device, there are no other devices in between.
Although the terms first, second, etc. may be used herein to describe various elements in some instances, these elements should not be limited by these terms. These terms are only used to distinguish one element from another. For example, the first interface and the second interface are represented. Also, as used herein, the singular forms "a", "an" and "the" are intended to include the plural forms as well, unless the context indicates otherwise. It will be further understood that the terms "comprises," "comprising," "includes" and/or "including," when used in this specification, specify the presence of stated features, steps, operations, elements, components, items, species, and/or groups, but do not preclude the presence, or addition of one or more other features, steps, operations, elements, components, items, species, and/or groups thereof. The terms "or" and/or "as used herein are to be construed as inclusive or meaning any one or any combination. Thus, "A, B or C" or "A, B and/or C" means "any of: a; b; c; a and B; a and C; b and C; A. b and C ". An exception to this definition will occur only when a combination of elements, functions, steps or operations are inherently mutually exclusive in some way.
The terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the application. As used herein, the singular forms also include the plural forms as long as the statements do not explicitly indicate a contrary meaning. The term "comprises/comprising" when used in this specification is taken to specify the presence of stated features, regions, integers, steps, operations, elements, and/or components, but does not exclude the presence or addition of other features, regions, integers, steps, operations, elements, and/or components.
Although not defined differently, including technical and scientific terms used herein, all terms of art have the same meaning as commonly understood by one of ordinary skill in the art to which this application belongs. Terms defined in commonly used dictionaries should be construed as having meanings consistent with those of related art documents and the contents of the present disclosure, and should not be construed as having ideal or very formal meanings unless defined otherwise.
Fig. 1 is a flowchart of a multiparty dialog based event logging method of the present invention. As shown in fig. 1, an embodiment of the present invention provides an event recording method based on a multi-party dialog, including the following steps:
s110, presetting a plurality of structured data templates, wherein each structured data template comprises a plurality of data byte sections and corresponding parameter values, each data byte section is associated with at least one keyword set, and each keyword set comprises at least one keyword.
And S120, updating the dialogue information of at least one first-class user and at least one second-class user in real time, wherein the dialogue information at least comprises a plurality of pieces of text content information and the speaking users of the text content information.
And S130, obtaining the average value of the matching degrees of the keyword sets corresponding to all the word sections in each preset structured data template based on the dialogue information.
S140, semantic analysis is carried out on the byte section of the structured data template with the highest matching degree average value of the dialogue information, and parameter information corresponding to the byte section is obtained and used as a parameter value corresponding to the data byte section. And
s150, generating order information based on the historical data of the first-class users and the parameter values and the data fields in the average value current highest structured data template, sending the order information to the first-class users, and returning to the step S120.
In a preferred embodiment, in step S120, dialog information is obtained from a dialog box of an instant messaging application containing a first type of user and a second type of user;
step S140 further includes generating an information box from the structured data template with the highest average matching degree, and displaying the information box and the dialog box in parallel.
In a preferred embodiment, step S130 includes the following steps:
s131, calculating matching degrees of the dialogue information and a keyword set corresponding to the middle byte section of each preset structured data template respectively;
s132, calculating and averaging the matching degrees of the keyword sets corresponding to all the byte segments in the same structured data template to obtain the average matching degree of each structured data template.
In a preferred embodiment, step S140 includes the following steps:
s141, sorting the corresponding structured data templates based on the average value of the matching degree;
s142, segmenting the dialogue information based on natural language processing based on the byte section of the structured data template with the highest average value, and matching each byte section with the parameter information appearing in at least one dialogue information based on the context;
and S143, taking the parameter information as the parameter value corresponding to the corresponding data byte section.
Natural Language Processing (NLP) is an important direction in the fields of computer science and artificial intelligence. It studies various theories and methods that enable efficient communication between a person and a computer using natural language. Natural language processing is a science integrating linguistics, computer science and mathematics. Therefore, the research in this field will relate to natural language, i.e. the language that people use everyday, so it is closely related to the research of linguistics, but has important difference. Natural language processing is not a general study of natural language but rather is the development of computer systems, and particularly software systems therein, that can efficiently implement natural language communications. It is thus part of computer science. Currently, natural language processing is mainly applied to machine translation, public opinion monitoring, automatic summarization, viewpoint extraction, text classification, question answering, text semantic comparison, speech recognition, Chinese OCR and other aspects.
In a preferred embodiment, after S140 and before step S120, the method further includes:
in a preferred embodiment, the first type of user is a customer and the second type of user is a customer service.
FIG. 2 is an interface schematic diagram of the multi-party dialog based event logging method implementation process of the present invention. As shown in fig. 2, first, a plurality of structured data templates (including a hotel template, an air ticket booking template, a train booking template … …, etc.) are preset, the structured data templates include a plurality of data byte segments and corresponding parameter values, each data byte segment is associated with at least one keyword set, and the keyword set includes at least one keyword. In the embodiment, the hotel template includes data fields "hotel order label", "hotel name", "hotel stay", and "hotel stay time", and "total amount". The data byte section "hotel stay time" is associated with a set of keywords including keywords "day G to hotel", "H number stay" … …, and so on.
Obtaining conversation information from a dialog box 10 of the instant messaging application containing the client A and the customer service B, and updating the conversation information of the client A and the customer service B in real time, wherein the current conversation comprises the conversation information formed by text content information 11, 13 and 15 of the client A and text content information 12, 14 and 16 of the customer service B (the conversation information in the embodiment refers to a text set of all conversations of the client A and the customer service B).
The average value of the matching degrees of the keyword sets corresponding to all the byte sections in each preset structured data template (hotel template, air ticket booking template, train booking template … …, etc.) is obtained based on the dialogue information. In this embodiment, a natural semantic analysis method in the prior art is adopted to calculate matching degrees of the dialog information and keyword sets corresponding to the middle byte segment of each preset structured data template, and calculate and average the matching degrees of the keyword sets corresponding to all the middle byte segments belonging to the same structured data template, so as to obtain an average matching degree of each structured data template.
Sorting the corresponding structured data templates based on the average value of the matching degree; based on the byte section of the structured data template with the highest average value obtained based on the current dialog information, the dialog information is segmented based on the natural language processing in the prior art (the related process does not belong to the invention point of the present invention, and is not repeated) based on the byte section of the structured data template with the highest average value obtained based on the current dialog information, which is changed along with the process of the dialog (the structured data template with the highest average value obtained based on the current dialog information is used as the display content of the subsequent information box 20), and each byte section is matched with the parameter information appearing in at least one dialog information based on the context; and taking the parameter information as the corresponding parameter value of the corresponding data byte section. Then, the structured data template with the highest average matching degree is generated into an information box 20, and the information box 20 is displayed in parallel with the dialog box 10. In this process, the customer service B only needs to concentrate on the dialog with the customer a in the dialog box 10, and basically does not need to operate in the information box 20, but the invention automatically generates the structured data template in the information box 20 according to the dialog information of the dialog box 10 and fills in the corresponding parameter values. In a preferred embodiment, this further comprises highlighting (highlighting, coloring or flashing) the data field in the current information box 20 that the parameter values of the data field are currently empty, so as to prompt the customer service B to ask the customer a about the corresponding contents of the data fields for which these parameter values are temporarily empty.
Finally, an order information (hotel stay order) can be generated and sent to the customer A based on the historical data of the customer A and the parameter values and the data fields in the average value current highest structured data template.
FIG. 3 is a block diagram of a multi-party dialog based event logging system of the present invention. As shown in fig. 3, the multiparty dialog based event logging system 5 of the present invention includes:
the data template module 51 is configured to preset a plurality of structured data templates, where each structured data template includes a plurality of data byte segments and corresponding parameter values, each data byte segment is associated with at least one keyword set, and each keyword set includes at least one keyword.
The dialogue updating module 52 is used for updating dialogue information of at least one first-class user and at least one second-class user in real time, wherein the dialogue information at least comprises a plurality of pieces of text content information and speaking users of the text content information;
a matching degree calculation module 53, which obtains an average value of matching degrees of the keyword sets corresponding to all the byte sections in each preset structured data template based on the dialogue information; and
the event recording module 54 performs semantic analysis on the byte segment of the structured data template with the highest current matching degree average value of the dialog information, and obtains parameter information corresponding to the byte segment as a parameter value corresponding to the data byte segment.
And the order sending module 55 generates order information based on the historical data of the first type of users and the parameter values and the data fields in the current highest average structured data template, sends the order information to the first type of users, and returns the order information to the dialogue updating module.
The event recording system based on the multi-party conversation can enhance the special attention degree of the customer service client, improve the overall efficiency and reduce the time cost and the labor cost.
The above-mentioned embodiments are only preferred examples of the present invention, and are not intended to limit the present invention, and any equivalent substitutions, modifications and changes made within the principle of the present invention are within the protection scope of the present invention.
The embodiment of the invention also provides event recording equipment based on the multi-party conversation, which comprises a processor. A memory having stored therein executable instructions of the processor. Wherein the processor is configured to perform the steps of the multiparty dialog based event logging method via execution of executable instructions.
As shown above, the event recording system based on multi-party conversation according to the embodiment of the present invention can enhance the concentration degree of the customer service client, improve the overall efficiency, and reduce the time cost and the labor cost.
As will be appreciated by one skilled in the art, aspects of the present invention may be embodied as a system, method or program product. Thus, various aspects of the invention may be embodied in the form of: an entirely hardware embodiment, an entirely software embodiment (including firmware, microcode, etc.) or an embodiment combining hardware and software aspects that may all generally be referred to herein as a "circuit," module "or" platform.
Fig. 4 is a schematic structural diagram of the multiparty dialogue based event recording apparatus of the present invention. An electronic device 600 according to this embodiment of the invention is described below with reference to fig. 4. The electronic device 600 shown in fig. 4 is only an example and should not bring any limitation to the function and the scope of use of the embodiments of the present invention.
As shown in fig. 4, the electronic device 600 is embodied in the form of a general purpose computing device. The components of the electronic device 600 may include, but are not limited to: at least one processing unit 610, at least one storage unit 620, a bus 630 connecting different platform components (including the storage unit 620 and the processing unit 610), a display unit 640, and the like.
Wherein the storage unit stores program code executable by the processing unit 610 to cause the processing unit 610 to perform steps according to various exemplary embodiments of the present invention described in the above-mentioned electronic prescription flow processing method section of the present specification. For example, processing unit 610 may perform the steps as shown in fig. 1.
The storage unit 620 may include readable media in the form of volatile memory units, such as a random access memory unit (RAM)6201 and/or a cache memory unit 6202, and may further include a read only memory unit (ROM) 6203.
The memory unit 620 may also include a program/utility 6204 having a set (at least one) of program modules 6205, such program modules 6205 including, but not limited to: an operating system, one or more application programs, other program modules, and program data, each of which, or some combination thereof, may comprise an implementation of a network environment.
The electronic device 600 may also communicate with one or more external devices 700 (e.g., keyboard, pointing device, bluetooth device, etc.), with one or more devices that enable a user to interact with the electronic device 600, and/or with any devices (e.g., router, modem, etc.) that enable the electronic device 600 to communicate with one or more other computing devices. Such communication may occur via an input/output (I/O) interface 650. Moreover, the electronic device 600 may also communicate with one or more networks (e.g., a Local Area Network (LAN), a Wide Area Network (WAN) and/or a public network such as the Internet) via the network adapter 660. The network adapter 660 may communicate with other modules of the electronic device 600 via the bus 630. It should be appreciated that although not shown, other hardware and/or software modules may be used in conjunction with the electronic device 600, including but not limited to: microcode, device drivers, redundant processing units, external disk drive arrays, RAID systems, tape drives, and data backup storage platforms, to name a few.
An embodiment of the present invention further provides a computer-readable storage medium for storing a program, and the steps of the event recording method based on the multi-party dialog are implemented when the program is executed. In some possible embodiments, the aspects of the present invention may also be implemented in the form of a program product comprising program code for causing a terminal device to perform the steps according to various exemplary embodiments of the present invention described in the above-mentioned electronic prescription flow processing method section of this specification, when the program product is run on the terminal device.
As shown above, the event recording system based on multi-party conversation according to the embodiment of the present invention can enhance the concentration degree of the customer service client, improve the overall efficiency, and reduce the time cost and the labor cost.
Fig. 5 is a schematic structural diagram of a computer-readable storage medium of the present invention. Referring to fig. 5, a program product 800 for implementing the above method according to an embodiment of the present invention is described, which may employ a portable compact disc read only memory (CD-ROM) and include program code, and may be run on a terminal device, such as a personal computer. However, the program product of the present invention is not limited in this regard and, in the present document, a readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device.
The program product may employ any combination of one or more readable media. The readable medium may be a readable signal medium or a readable storage medium. A readable storage medium may be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the foregoing. More specific examples (a non-exhaustive list) of the readable storage medium include: an electrical connection having one or more wires, a portable disk, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing.
A computer readable storage medium may include a propagated data signal with readable program code embodied therein, for example, in baseband or as part of a carrier wave. Such a propagated data signal may take many forms, including, but not limited to, electro-magnetic, optical, or any suitable combination thereof. A readable storage medium may also be any readable medium that is not a readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device. Program code embodied on a readable storage medium may be transmitted using any appropriate medium, including but not limited to wireless, wireline, optical fiber cable, RF, etc., or any suitable combination of the foregoing.
Program code for carrying out operations for aspects of the present invention may be written in any combination of one or more programming languages, including an object oriented programming language such as Java, C + + or the like and conventional procedural programming languages, such as the "C" programming language or similar programming languages. The program code may execute entirely on the user's computing device, partly on the user's device, as a stand-alone software package, partly on the user's computing device and partly on a remote computing device, or entirely on the remote computing device or server. In the case of a remote computing device, the remote computing device may be connected to the user computing device through any kind of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or may be connected to an external computing device (e.g., through the internet using an internet service provider).
In summary, the present invention is directed to an event recording method, system, device and storage medium based on multi-party conversation, which can enhance the concentration of the customer service client, improve the overall efficiency, and reduce the time cost and labor cost.
The foregoing is a more detailed description of the invention in connection with specific preferred embodiments and it is not intended that the invention be limited to these specific details. For those skilled in the art to which the invention pertains, several simple deductions or substitutions can be made without departing from the spirit of the invention, and all should be considered as belonging to the protection scope of the present invention.
Claims (10)
1. An event recording method based on multi-party conversation, characterized by comprising the following steps:
updating conversation information of at least one first-class user and at least one second-class user in real time, wherein the conversation information at least comprises a plurality of pieces of text content information and speaking users of the text content information;
obtaining the average value of the matching degrees of the keyword sets corresponding to all byte sections in each preset structured data template based on the dialogue information; and
and performing semantic analysis on the byte section of the structured data template with the highest matching degree average value of the dialogue information, obtaining parameter information corresponding to the byte section, using the parameter information as a parameter value corresponding to the data byte section, and circulating the steps.
2. The multi-party dialog based event logging method according to claim 1, wherein said obtaining an average value of the matching degrees of the keyword sets corresponding to all the byte sections in each preset structured data template based on the dialog information further comprises the following steps:
presetting a plurality of structured data templates, wherein each structured data template comprises a plurality of data byte sections and corresponding parameter values, each data byte section is associated with at least one keyword set, and each keyword set comprises at least one keyword.
3. The multi-party dialog based event logging method of claim 1, wherein the obtaining an average of the matching degrees of the keyword sets corresponding to all the byte sections in each preset structured data template based on the dialog information further comprises:
obtaining the dialogue information from a dialogue box of the instant messaging application containing the first class users and the second class users;
performing semantic analysis on the dialog information based on the byte segment of the structured data template with the highest average matching degree to obtain parameter information corresponding to the byte segment, wherein the parameter information corresponding to the data byte segment further includes:
and generating an information box by using the structured data template with the highest average matching degree at present, wherein the information box and the dialog box are displayed in parallel.
4. The multi-party dialog based event recording method according to claim 1, wherein said obtaining an average value of matching degrees of keyword sets corresponding to all byte sections in each preset structured data template based on the dialog information comprises the steps of:
calculating matching degrees of the dialogue information and a keyword set corresponding to the byte section in each preset structured data template respectively;
and calculating the matching degree of the keyword sets corresponding to all the byte sections in the same structured data template, and averaging to obtain the average matching degree of each structured data template.
5. The method for event logging based on multi-party dialog according to claim 1, wherein the step of performing semantic analysis on the dialog information based on the byte segment of the structured data template with the highest average matching degree to obtain the parameter information corresponding to the byte segment, and using the parameter information as the parameter value corresponding to the data byte segment comprises the following steps:
sorting the corresponding structured data templates based on the average of the matching degrees;
segmenting the dialog information based on natural language processing based on the word segments of the structured data template with the highest average value, and matching each word segment with parameter information appearing in at least one piece of dialog information based on context;
and taking the parameter information as the parameter value corresponding to the corresponding data byte section.
6. The multiparty dialogue based event recording method according to claim 1, wherein the semantic analysis is performed on the dialogue information based on the byte segment of the structured data template with the highest average matching degree, so as to obtain parameter information corresponding to the byte segment, and after the parameter value corresponding to the data byte segment is obtained, the dialogue information of at least one first type user and a second type user is updated in real time, and the dialogue information at least includes several pieces of text content information and before a speaking user of the text content information, and further includes:
and generating order information to be sent to the first class users based on the historical data of the first class users and the parameter values of the data field segment with the highest average value in the structured data template.
7. The multiparty dialog based event logging method of claim 1 wherein said first class of users are clients and said second class of users are customer services.
8. A multiparty dialogue based event recording system for implementing the multiparty dialogue based event recording method of claim 1, comprising:
the dialogue updating module is used for updating dialogue information of at least one first-class user and at least one second-class user in real time, wherein the dialogue information at least comprises a plurality of pieces of text content information and speaking users of the text content information;
the matching degree calculation module is used for obtaining the average value of the matching degrees of the keyword sets corresponding to all the byte sections in each preset structured data template based on the dialogue information; and
and the event recording module is used for performing semantic analysis on the byte section of the structured data template with the highest current average matching degree of the dialogue information to obtain parameter information corresponding to the byte section, taking the parameter information as a parameter value corresponding to the data byte section, and returning the parameter information to the dialogue updating module.
9. An event logging device based on a multiparty conversation, comprising:
a processor;
a memory having stored therein executable instructions of the processor;
wherein the processor is configured to perform the steps of the multiparty dialog based event logging method of any of claims 1 to 7 via execution of the executable instructions.
10. A computer-readable storage medium storing a program which, when executed by a processor, performs the steps of the multiparty dialog based event logging method of any of claims 1 to 7.
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