CN114265969A

CN114265969A - Ticket information processing method and device combining RPA and AI, electronic equipment and storage medium

Info

Publication number: CN114265969A
Application number: CN202111371085.0A
Authority: CN
Inventors: 何鑫; 陈默; 龚韬; 李育民; 袁天奇; 汪冠春; 胡一川; 褚瑞; 李玮
Original assignee: Beijing Laiye Network Technology Co Ltd; Laiye Technology Beijing Co Ltd
Current assignee: Beijing Laiye Network Technology Co Ltd; Laiye Technology Beijing Co Ltd
Priority date: 2021-11-18
Filing date: 2021-11-18
Publication date: 2022-04-01

Abstract

The disclosure provides a ticket information processing method and device combining Robot Process Automation (RPA) and Artificial Intelligence (AI), electronic equipment and a storage medium, and relates to the field of artificial intelligence. The scheme is as follows: the method comprises the steps that a session robot executes to acquire ticket session information input by a user, and the ticket query intention of the user is identified based on Natural Language Processing (NLP); generating a ticket inquiry request based on the ticket inquiry intention, and sending the ticket inquiry request to the RPA robot; and receiving a ticket inquiry result obtained by the RPA robot according to the ticket inquiry request, and displaying the ticket inquiry result on the terminal equipment. According to the method and the system, the RPA is combined with the AI, so that a user can inquire information such as air tickets, hotels and the like which the user wants to purchase only in a conversation mode, and the user experience is improved.

Description

Ticket information processing method and device combining RPA and AI, electronic equipment and storage medium

Technical Field

The present disclosure relates to the field of artificial intelligence, and in particular, to a ticket information processing method and apparatus, an electronic device, and a storage medium in combination with an RPA and an AI.

Background

Robot Process Automation (RPA) is a Process task that simulates human operations on a computer by specific "robot software" and executes automatically according to rules.

Artificial Intelligence (AI) is a technical science that studies and develops theories, methods, techniques and application systems for simulating, extending and expanding human Intelligence.

In the related technology, a user needs to go to a website to inquire, and information such as air tickets and hotels to be purchased is screened out from a plurality of information on the website, so that the operation is complicated, the user experience is low, and at present, no intelligent solution exists.

Disclosure of Invention

The disclosure provides a ticket information processing method and device combining RPA and AI, an electronic device and a storage medium.

According to an aspect of the present disclosure, there is provided a ticket information processing method combining an RPA and an AI, including:

acquiring ticket business conversation information input by a user, and identifying the ticket business query intention of the user based on Natural Language Processing (NLP);

generating a ticket inquiry request based on the ticket inquiry intention, and sending the ticket inquiry request to the RPA robot;

and receiving a ticket inquiry result obtained by the RPA robot according to the ticket inquiry request, and displaying the ticket inquiry result on the terminal equipment.

According to the embodiment of the disclosure, through the combination of the RPA and the AI, the user can inquire the information such as the air ticket, the hotel and the like which the user wants to purchase only in a conversation mode, so that the user operation is simplified, and the user experience is improved.

According to another aspect of the present disclosure, there is provided a ticket information processing method combining an RPA and an AI, including:

receiving a ticket inquiry request sent by a session robot;

performing information query based on the ticket query request to obtain a ticket query result;

and sending the ticket inquiry result to the session robot for display at the terminal equipment.

In the embodiment of the disclosure, the RPA robot obtains the ticket inquiry result based on the ticket inquiry request, replaces the manual search process, and improves the user experience.

According to another aspect of the present disclosure, there is provided a ticket information processing apparatus combining an RPA and an AI, including:

the acquisition module is used for acquiring ticket business conversation information input by a user and identifying the ticket business query intention of the user based on Natural Language Processing (NLP);

the generating module is used for generating a ticket inquiry request based on the ticket inquiry intention and sending the ticket inquiry request to the RPA robot;

and the receiving module is used for receiving the ticket inquiry result obtained by the RPA robot according to the ticket inquiry request and displaying the ticket inquiry result on the terminal equipment.

the receiving module is used for receiving a ticket inquiry request sent by the session robot;

the query module is used for carrying out information query based on the ticket query request so as to obtain a ticket query result;

and the sending module is used for sending the ticket inquiry result to the session robot for displaying on the terminal equipment.

According to another aspect of the present disclosure, there is provided an electronic device comprising a memory, a processor;

the processor reads the executable program codes stored in the memory to run programs corresponding to the executable program codes, so as to realize the ticket information processing method combining the RPA and the AI in the embodiment of the first aspect of the disclosure.

According to another aspect of the present disclosure, there is provided a computer-readable storage medium having stored thereon a computer program which, when executed by a processor, implements a ticket information processing method combining an RPA and an AI according to an embodiment of the first aspect of the present disclosure.

According to another aspect of the present disclosure, there is provided a computer program product comprising a computer program which, when executed by a processor, implements the method of ticket information processing in combination with RPA and AI of the embodiment of the first aspect of the present disclosure.

It should be understood that the statements in this section do not necessarily identify key or critical features of the embodiments of the present disclosure, nor do they limit the scope of the present disclosure. Other features of the present disclosure will become apparent from the following description.

Drawings

Fig. 1 is a flowchart of a ticket information processing method according to one embodiment of the present disclosure;

FIG. 2 is a flow diagram of a method of ticket information processing according to one embodiment of the present disclosure;

FIG. 3 is a flow diagram of a method of ticket information processing according to one embodiment of the present disclosure;

FIG. 4 is a flow diagram of a method of ticket information processing according to one embodiment of the present disclosure;

FIG. 5 is a flow diagram of a method of ticket information processing according to one embodiment of the present disclosure;

FIG. 6 is a schematic diagram of the RPA robot's connection to the ticketing server;

FIG. 7 is a flow diagram of a method of ticket information processing according to one embodiment of the present disclosure;

FIG. 8 is a flow diagram of a method of ticket information processing according to one embodiment of the present disclosure;

FIG. 9 is a flow diagram of a method of ticket information processing according to one embodiment of the present disclosure;

FIG. 10 is a flow diagram of a method of ticket information processing according to one embodiment of the present disclosure;

FIG. 11 is a flow diagram of a method of ticket information processing according to one embodiment of the present disclosure;

FIG. 12 is a flow diagram of a method of ticket information processing according to one embodiment of the present disclosure;

FIG. 13 is a flow diagram of a method of ticket information processing according to one embodiment of the present disclosure;

fig. 14 is a structural diagram of a ticket information processing apparatus according to one embodiment of the present disclosure;

fig. 15 is a structural diagram of a ticket information processing apparatus according to one embodiment of the present disclosure;

fig. 16 is a block diagram of an electronic device for implementing the ticket information processing method according to the embodiment of the present disclosure.

Detailed Description

Reference will now be made in detail to embodiments of the present invention, examples of which are illustrated in the accompanying drawings, wherein like or similar reference numerals refer to the same or similar elements or elements having the same or similar function throughout. The embodiments described below with reference to the drawings are illustrative and intended to be illustrative of the invention and are not to be construed as limiting the invention.

In the description of the present invention, the term "natural language processing" is a discipline for studying the linguistic problem of human interaction with computers, the key of which is to let computers "understand" natural language.

In the description of the present invention, the term "conversation robot" refers to a program system that can make a conversation with a user, and provide the user with information through the conversation.

In the description of the present invention, the term "RPA robot" refers to a program system that can "substitute human" for fixed flow operations with automation technology, such as repeatability, low value, no need of manual decision-making, etc.

In the description of the present invention, the term "ticket session information" refers to a session that a conference phone robot generates in order for a user to acquire information about an air ticket, a hotel, etc. that the user wants to purchase.

In the description of the present invention, the term "ticketing inquiry intent" refers to the user's needs for airline tickets and hotels identified by the session robot based on the ticketing session information.

In the description of the present invention, the term "ticketing server" refers to a website for selling traffic tickets, on which the traffic tickets can be purchased or information of purchased traffic tickets can be queried.

In the description of the present invention, the term "ticket inquiry request" refers to an inquiry request generated by the session robot based on the ticket inquiry intention, for inquiring the required ticket information in the ticket server.

In the description of the present invention, the term "identification information of a user" refers to information such as a name, a mobile phone number, an identification number, and the like of the user.

An information processing method, an apparatus, an electronic device, and a storage medium combining RPA and AI of the present disclosure are described below with reference to the accompanying drawings.

Fig. 1 is a flowchart of a ticket information processing method combining RPA and AI according to an embodiment of the present disclosure, performed by a session robot, as shown in fig. 1, the method including the steps of:

s101, ticket business conversation information input by a user is obtained, and the ticket business query intention of the user is identified based on Natural Language Processing (NLP).

The conversation robot is a computer program that carries out a conversation via a conversation, and is capable of simulating a human conversation and providing a service to a user through the conversation. The user can click into the chat page of the conversation robot and input the information which the user wants to know in the chat page.

The conversation robot in the embodiment of the present disclosure is equipped with a Natural Language Processing (NLP) system, which is an important direction in the fields of computer science and Artificial Intelligence (AI), and studies various theories and methods that enable effective communication between a person and a computer using Natural Language.

The session robot acquires ticket session information input by a user, extracts key information from the ticket session information based on NLP, acquires semantics according to the key information, and identifies the ticket query intention of the user based on the semantics.

And S102, generating a ticket inquiry request based on the ticket inquiry intention, and sending the ticket inquiry request to the RPA robot.

The session robot generates corresponding ticket service query requests based on different ticket service query intents, and sends the ticket service query requests to a Robot Process Automation (RPA) robot.

Alternatively, the ticket query intention may be a booking intention or a traffic ticket order query intention, which is acquired by the ticket session information based on the NLP.

Accordingly, the on-sale traffic ticket inquiry request can be generated based on the ticket booking intention, and the purchased traffic ticket inquiry request can be generated based on the traffic ticket order inquiry intention.

Wherein, the traffic ticket can be a train ticket, an air ticket, a ship ticket, etc.

In some implementations, the ticketing server is associated with a hotel reservation platform and can query for booking information related to the traffic ticket.

And S103, receiving a ticket inquiry result obtained by the RPA robot according to the ticket inquiry request, and displaying the ticket inquiry result on the terminal equipment.

And the session robot receives the ticket inquiry result obtained by the RPA robot according to the ticket inquiry request and displays the ticket inquiry result in a chat page of the terminal equipment.

Optionally, after the session robot obtains the ticket query result, a message prompt pops up at the terminal device to prompt the user to enter a chat page to check the ticket query result.

Alternatively, the query results may be presented in text, voice, mail, or link form.

In the embodiment of the disclosure, a session robot acquires ticket session information input by a user, identifies a ticket query intention of the user based on Natural Language Processing (NLP), generates a ticket query request based on the ticket query intention, sends the ticket query request to an RPA robot, receives a ticket query result acquired by the RPA robot according to the ticket query request, and displays the ticket query result on a terminal device. According to the embodiment of the disclosure, through the combination of the RPA and the AI, the user can inquire the information such as the air ticket, the hotel and the like which the user wants to purchase only in a conversation mode, so that the user operation is simplified, and the user experience is improved.

Fig. 2 is a flowchart of a method for processing ticket information by combining RPA and AI according to an embodiment of the present disclosure, and further with reference to fig. 2, on the basis of the above embodiment, a process of generating a ticket query request based on a ticket query intention and sending the ticket query request to an RPA robot is explained, which includes the following steps:

s201, in response to the ticket query intention being the ticket booking intention, acquiring the traffic ticket booking requirement information.

And when the ticket query intention is identified as a ticket booking intention, acquiring the traffic ticket booking requirement information from the ticket session information.

The traffic ticket reservation requirement information may include one or more of travel date, departure time, departure place, arrival place, vehicle type, seat type, and the like.

S202, generating a first ticket inquiry request for inquiring the traffic ticket on sale based on the demand information.

Optionally, a ticket query request template is stored in the session robot, and when the ticket query intention is identified as a ticket booking intention, the ticket booking query request template is acquired, the traffic ticket booking requirement information is filled into a corresponding position in the template, and a first ticket query request for querying a traffic ticket is generated.

S203, the first ticket inquiry request is sent to the RPA robot.

The conversation robot sends the first ticket inquiry request to the RPA robot, and the RPA robot performs inquiry operation so as to acquire the traffic ticket which is currently sold and matched with the reservation requirement in the ticket system.

In the embodiment of the disclosure, in response to the ticket query intention being the ticket booking intention, the booking requirement information of the traffic ticket is acquired, a first ticket query request for querying the traffic ticket on sale is generated based on the requirement information, and the first ticket query request is sent to the RPA robot. According to the embodiment of the invention, the on-sale traffic ticket query request is automatically and intelligently generated, so that the query operation of the user is simplified, and the user experience is improved.

Fig. 3 is a flowchart of a method for processing ticket information in combination with an RPA and an AI according to an embodiment of the present disclosure, and on the basis of the above embodiment, further in combination with fig. 3, a process of booking tickets by a user after showing a ticket inquiry result in a terminal device is explained, including the following steps:

s301, in response to the ticket inquiry result including the candidate traffic tickets sold, acquiring ticket booking conversation information of the user, processing the ticket booking conversation information based on NLP, and acquiring the identification of the target traffic ticket selected from the candidate traffic tickets and the identification information of the user.

When the ticket inquiry result comprises the candidate traffic tickets sold, because a plurality of train numbers or flights of the same departure place and destination exist in a certain time period, the number of the candidate traffic tickets is generally multiple, further confirmation needs to be carried out in the candidate traffic tickets, and a user can select the target traffic tickets which the user wants to purchase from the candidate traffic tickets and input the selection result into the chat page of the conversation robot. Alternatively, the user may input the target traffic ticket selection result in the form of voice or text, or click the target traffic ticket to be purchased from the candidate traffic tickets as the selection result.

Correspondingly, the conversation robot obtains a selection result replied by the user in the chat page as ticket booking conversation information, processes the ticket booking conversation information based on NLP, and identifies the target traffic ticket selected by the user.

The conversation robot acquires an identifier of a target traffic ticket and identifier information of a user, wherein the identifier information of the target traffic ticket comprises a trip date, a departure time, a departure place, an arrival place, a vehicle type, a seat type and the like of the target traffic ticket and is used for identifying the purchased target traffic ticket; the identification information of the user includes the name, telephone, identification number, etc. of the user, and is used for identifying the identity information of the purchaser.

S302, generating a ticket booking request based on the identification of the target traffic ticket and the identification information of the user, and sending the ticket booking request to the RPA robot.

Optionally, a ticket booking request template is stored in the session robot, and when the user is identified to need to book a ticket, the ticket booking request template is acquired, the identifier of the target traffic ticket and the identifier information of the user are filled into the corresponding position in the template, a ticket booking request is generated, and the ticket booking request is sent to the RPA robot.

And S303, receiving the ticket booking and payment information sent by the RPA robot, performing payment operation on the cost of the target traffic ticket based on the ticket booking and payment information, and sending the payment operation to the RPA robot.

The session robot receives ticket booking and payment information sent by the RPA robot, wherein the ticket booking and payment information can be in a payment connection mode or a payment two-dimensional code mode and the like. Optionally, the ticket booking and payment information is displayed in a chat page of the terminal device, and after a payment agreement instruction of the user is obtained, a payment operation is performed and sent to the RPA robot.

In some implementations, the session robot obtains a payment password of the user and completes the payment operation.

In other implementations, the session robot obtains payment signature information of the user to complete the payment operation.

In the embodiment of the disclosure, in response to a ticket inquiry result including a candidate traffic ticket being sold, ticket booking session information of a user is acquired, the ticket booking session information is processed based on NLP, an identifier of a target traffic ticket selected from the candidate traffic ticket and identifier information of the user are acquired, a ticket booking request is generated based on the identifier of the target traffic ticket and the identifier information of the user and is sent to the RPA robot, ticket booking payment information sent by the RPA robot is received, a payment operation is performed on the cost of the target traffic ticket based on the ticket booking payment information, and the payment operation is sent to the RPA robot. According to the ticket booking method and device, the ticket booking request is automatically and intelligently generated, the ticket booking payment is completed, the ticket booking payment operation of the user is simplified, and the user experience is improved.

Fig. 4 is a flowchart of a method for processing ticket information by combining RPA and AI according to an embodiment of the present disclosure, and further with reference to fig. 4, on the basis of the above embodiment, a process of generating a ticket query request based on a ticket query intention and sending the ticket query request to an RPA robot is explained, which includes the following steps:

s401, responding to the ticket inquiry intention as a traffic ticket order inquiry intention, and acquiring the identification information of the user.

And when the ticket inquiry intention is identified as the traffic ticket order inquiry intention, acquiring the identification information of the user. The identification information of the user includes the name, telephone, identification number, etc. of the user, and is used for identifying the identity information of the purchaser.

And after the identification information of the user is acquired, verifying the identification information, and if the identification information verification fails, generating prompt information for re-inputting the identification information.

S402, generating a second ticket inquiry request for inquiring the purchased traffic ticket based on the identification information.

Optionally, a ticketing query request template is stored in the session robot, and when the ticketing query intention is identified as a traffic ticket order query intention, the order query request template is obtained, and the identification information is filled into a corresponding position in the template to generate a second ticketing query request for querying a purchased traffic ticket.

And S403, sending the second ticket inquiry request to the RPA robot.

And the session robot sends the second ticket inquiry request to the RPA robot, and the RPA robot carries out inquiry operation.

In the embodiment of the disclosure, in response to the fact that the ticket inquiry intention is a traffic ticket order inquiry intention, the identification information of the user is acquired, a second ticket inquiry request for inquiring the purchased traffic tickets is generated based on the identification information, and the second ticket inquiry request is sent to the RPA robot. According to the embodiment of the invention, the purchased traffic ticket query request is automatically and intelligently generated, so that the query operation of the user is simplified, and the user experience is improved.

Fig. 5 is a flowchart of a method for processing ticket information by combining an RPA and an AI according to an embodiment of the present disclosure, and further with reference to fig. 5, before generating a ticket query request based on a ticket query intention and sending the ticket query request to an RPA robot, the method further includes:

s501, generating selection guide information based on the ticket query intention, wherein the selection guide information comprises at least one candidate query item.

After the ticket service query intention of the user is obtained, corresponding selection guide information is generated based on the query intention to guide the user to carry out the next operation, wherein the selection guide information comprises at least one candidate query item.

For example, after obtaining the ticket query intention, two candidate query terms may be generated, the first candidate query term being an on-sale ticket query, and the second candidate query term being a purchased ticket order query.

S502, obtaining user selection operation, determining the selected target query item based on the user selection operation, and calling the query process of the selected target query item.

And determining the ticket business query type of the user according to the selected target query item, and calling a corresponding query process.

Further, the query process may continue to generate selection guidance information to guide the user's operation.

For example, after acquiring the fare inquiry intention, the selection guidance information of the travel date, the departure time, the departure place, the arrival place, the vehicle type and the seat type may be sequentially generated to guide the user to acquire the candidate traffic ticket.

In the embodiment of the disclosure, selection guide information is generated based on the ticket service query intention, wherein the selection guide information comprises at least one candidate query item, a user selection operation is obtained, a selected target query item is determined based on the user selection operation, and a query process of the selected target query item is invoked. In the embodiment of the disclosure, the method for selecting the candidate item is used for replacing the dialogue of the user, so that the user operation is simpler and more convenient, and the misoperation phenomenon caused by the semantic recognition error is avoided.

It should be noted that, the query of the RPA system is performed by the RPA system logging in the ticket server, and there is a message middleware between the RPA system and the ticket server, where the message middleware is used to forward a query request from the RPA to the ticket server, and forward a query result from the ticket server to the RPA, as shown in fig. 6.

Fig. 7 is a flowchart of a ticket information processing method combining RPA and AI according to an embodiment of the present disclosure, performed by an RPA robot, as shown in fig. 7, the method including the steps of:

s701, receiving a ticket inquiry request sent by the session robot.

RPA is a technique that simulates human operational behavior on a PC. The core of the RPA is that the 'substitute' is carried out on the fixed flow operation such as repeatability, low value, no need of manual decision and the like through an automation and intelligent technology, thereby effectively improving the working efficiency and reducing errors.

For specific implementation of step S701, reference may be made to related descriptions in embodiments of the present disclosure, and details are not described here.

S702, information inquiry is carried out based on the ticket inquiry request so as to obtain a ticket inquiry result.

And the RPA robot carries out information query on the ticket service server to obtain a ticket service query result.

Optionally, when the ticket query request is a first ticket query request for querying the traffic ticket on sale, the traffic ticket reservation requirement information is extracted from the first ticket query request, the traffic ticket reservation requirement information is searched based on NLP, a candidate traffic ticket on sale which matches the traffic ticket reservation requirement information is obtained, and a ticket query result is generated based on the candidate traffic ticket.

Optionally, when the ticket query request is a second ticket query request of the determined traffic ticket, extracting the identification information of the user from the second ticket query request, and searching the determined traffic ticket associated with the identification information based on the identification information of the user. Responding to the query of the determined traffic ticket associated with the identification information, generating a ticket query result based on the associated determined traffic ticket, and sending the ticket query result to the conversation robot; or responding to the situation that the determined traffic ticket associated with the identification information is not inquired, generating a ticket business inquiry result based on at least one preset candidate operation item, and sending the ticket business inquiry result to the conversation robot.

And S703, sending the ticket inquiry result to the session robot for display at the terminal equipment.

For specific implementation of step S703, reference may be made to related descriptions in embodiments of the present disclosure, and details are not described here.

Fig. 8 is a flowchart of a method for processing ticket information in combination with RPA and AI according to an embodiment of the present disclosure, and further with reference to fig. 8, a process of querying based on a ticket query request to obtain a ticket query result is explained, which includes the following steps:

s801, in response to the first ticket inquiry request for inquiring the traffic ticket sold in the ticket inquiry request, extracting the traffic ticket reservation requirement information from the first ticket inquiry request.

For the contents of the first ticket inquiry request and the traffic ticket reservation requirement information, reference may be made to related descriptions in the embodiments of the present disclosure, and details are not described herein again.

S802, carrying out information search on the traffic ticket booking demand information based on NLP, and acquiring the candidate traffic tickets which are sold and matched with the traffic ticket booking demand information.

And the RPA robot takes the demand information as traffic ticket screening information to perform information search on a ticketing server, and screens candidate traffic tickets which are sold and matched with the traffic ticket booking demand information.

And S803, generating a ticket inquiry result based on the candidate traffic ticket.

And obtaining the candidate traffic ticket and information of the candidate traffic ticket such as the train number name, the trip date, the departure time, the departure place, the arrival place and the like, and generating a ticket inquiry result based on the information.

According to the method and the device, the candidate traffic tickets are obtained based on the first ticket business query request, the manual search process is replaced, and the user experience is improved.

Fig. 9 is a flowchart of a ticket information processing method combining RPA and AI according to an embodiment of the present disclosure, and on the basis of the above embodiment, further with reference to fig. 9, a process of sending a ticket inquiry result to a session robot for presentation at a terminal device and then booking a ticket by a user is explained, including the following steps:

s901, receiving a ticket booking request sent by the conversation robot, wherein the ticket booking request comprises an identification of a target traffic ticket selected from candidate traffic tickets and identification information of a user.

For the content of the identification of the target traffic ticket and the identification information of the user, reference may be made to related descriptions in embodiments of the present disclosure, and details are not described here.

And S902, booking the target traffic ticket based on the ticket booking request.

And acquiring the target traffic ticket from the ticket server according to the identification information of the target traffic ticket in the ticket booking request, and reserving the target traffic ticket according to the identification information of the user in the ticket booking request.

And S903, generating ticket booking and payment information based on the ticket booking request, and sending the ticket booking and payment information to the conversation robot.

And after reserving the target traffic ticket, generating ticket booking and payment information according to the ticket price of the target traffic ticket, and sending the ticket booking and payment information to the conversation robot.

And S904, receiving the payment operation of the conversation robot, and booking the target traffic ticket according to the payment operation.

And receiving a payment password or payment signature information sent by the session robot, and finishing ticket booking and payment according to the payment operation.

According to the method and the device, reservation and payment of the target traffic ticket are automatically completed based on the ticket booking request, manual operation is replaced, and user experience is improved.

Fig. 10 is a flowchart of a method for processing ticket information in combination with RPA and AI according to an embodiment of the present disclosure, and further with reference to fig. 10, a process of querying based on a ticket query request to obtain a ticket query result is explained, which includes the following steps:

s1001, in response to a second ticket inquiry request of which the ticket inquiry request is a given traffic ticket, extracting identification information of the user from the second ticket inquiry request.

For the content of the identification information of the user, reference may be made to related descriptions in embodiments of the present disclosure, and details are not described here.

S1002, searching the determined traffic ticket associated with the identification information based on the identification information of the user.

And confirming the user account according to the name, the telephone, the identification card number and the like in the identification information, and searching the determined traffic ticket under the user name.

When the user account is confirmed, the identification information needs to be verified, if the identification information is not verified, prompt information for re-inputting the identification information is generated and sent to the conversation robot.

And S1003, responding to the determined traffic ticket associated with the identification information, generating a ticket inquiry result based on the associated determined traffic ticket, and sending the ticket inquiry result to the conversation robot.

And when the user name is inquired that the ordered traffic ticket exists, the related information of the ordered traffic ticket and the ordered traffic ticket is sent to the conversation robot.

And S1004, responding to the situation that the scheduled traffic ticket associated with the identification information is not inquired, generating a ticket business inquiry result based on at least one preset candidate operation item, and sending the ticket business inquiry result to the conversation robot.

And when the user name is inquired that the scheduled traffic ticket does not exist, generating a prompt message to remind the user that the scheduled traffic ticket does not exist, and sending the prompt message to the conversation robot.

In the embodiment of the disclosure, the determined traffic ticket is obtained based on the second ticket service query request, so that a manual search process is replaced, and the user experience is improved.

Fig. 11 is a flowchart of a method for processing ticket information by combining RPA and AI according to an embodiment of the present disclosure, and further with reference to fig. 11, a process of performing information query based on a ticket query request to obtain a ticket query result is explained, which includes the following steps:

s1101, obtaining the login information of the ticket service server, and logging in the ticket service server based on the login information.

Optionally, the RPA robot stores login information of the ticketing server, including a login account and a login password, and can log in the ticketing server in the identity of the administrator based on the login information.

Optionally, the RPA robot acquires identification information of the user, and logs in the ticketing server with a user account based on the user identification information.

S1102, the ticket inquiry request is sent to a ticket server for information inquiry.

S1103, receiving the ticket inquiry result sent by the ticket server.

For specific implementation of steps S1102 and S1103, reference may be made to related descriptions in the embodiments of the present disclosure, and details are not described here.

In the embodiment of the disclosure, the RPA robot logs in the ticket service server, so that information query of a user can be completed, manual work is replaced, and user experience is improved.

Fig. 12 is a flowchart of a method for processing ticket information by combining RPA and AI according to an embodiment of the disclosure, and as shown in fig. 12, a process of processing ticket information in an actual application scenario includes the following steps based on the method for processing ticket information provided by the disclosure:

the disclosed embodiments relate to the interaction of three platforms: the system comprises a Chatbot platform, an RPA platform and a Booking/Searching (Booking/Searching) platform, wherein the Chatbot platform is provided with a session robot in the embodiment, the RPA platform is provided with an RPA robot in the embodiment, the Booking/Searching platform is used for providing a ticketing server supporting ticketing information processing in the embodiment, and the Chatbot platform is provided with a Service system Service.

The Chatbot platform generates a request after processing a dialog with a user by a system, and sends the request to the RPA platform, wherein the request can trigger an RPA robot in the RPA platform, and the RPA robot executes a predetermined inquiry action on the boosting/Searching. After the query result is obtained, the queried preset information is transmitted from the boosting/Searching to the RPA platform and then to the Chatbot platform in sequence, and finally the user obtains the query result.

Fig. 13 is a flowchart of a method for processing ticket information by combining RPA and AI according to an embodiment of the disclosure, and as shown in fig. 13, a process of processing ticket information in an actual application scenario includes the following steps based on the method for processing ticket information provided by the disclosure:

the conversational robot (Chatbot) can include two query branches, one of which is a predetermined information query and the other of which is a ticket query.

Chatbot identifies that the query request is an air ticket query request, enters an air ticket query branch, needs to inquire information of a user such as a departure place, a destination, a ticket purchasing mode, a departure date and the like, triggers the RPA, sends the information to the RPA, carries out ticket query on a certain travel website of the ticket server by the RPA according to the information, and sends the acquired Uniform Resource Locator (URL) of the first piece of order information of the query result to the Chatbot, and the Chatbot generates a reply message to reply the user, namely the reply message is displayed on the terminal equipment of the user.

When the Chatbot identifies that the inquiry request enters a preset information inquiry branch, the name and the mobile phone number of the user are inquired for the preset information inquiry request of the purchased air ticket, the RPA is triggered, and the information is sent to the RPA robot for information matching operation. If the information is matched, returning the inquired information to Chatbot; if the operation is wrong, returning the operation error information to Chatbot; if the information does not match, providing three candidate items to Chatbot, including're-input', 'exit' and 'ticket inquiry', selecting on Chatbot by the user, and if the user selects're-input', re-executing the steps of inquiring the name and the mobile phone number of the user and the subsequent steps; if the user selects exit, the query process is ended and the information processing system is exited; if the user selects 'air ticket inquiry', the branch of the air ticket inquiry is turned to, and the corresponding flow of the request is executed.

According to the method and the device, the RPA and the AI are combined, so that the user can inquire the air ticket information which the user wants to purchase only in a conversation mode, reservation of the air ticket is completed, user operation is simplified, and user experience is improved.

Fig. 14 is a structural diagram of an information processing apparatus combining an RPA and an AI according to an embodiment of the present disclosure, and as shown in fig. 14, an information processing apparatus 1400 combining an RPA and an AI includes:

the acquisition module 1410 is configured to acquire ticket session information input by a user, and identify a ticket query intention of the user based on natural language processing NLP;

the generating module 1420 is configured to generate a ticket query request based on the ticket query intention, and send the ticket query request to the RPA robot;

and the receiving module 1430 is configured to receive a ticket query result obtained by the RPA robot according to the ticket query request, and display the ticket query result on the terminal device.

It should be noted that the foregoing explanation of the embodiment of the information processing method combining RPA and AI also applies to the information processing apparatus combining RPA and AI of this embodiment, and details are not repeated here.

Further, in a possible implementation manner of the embodiment of the present disclosure, the generating module 1420 is further configured to: responding to the ticket inquiry intention as a ticket booking intention, and acquiring the booking requirement information of the traffic ticket; generating a first ticket inquiry request for inquiring the traffic ticket on sale based on the demand information; and sending the first ticket inquiry request to the RPA robot.

Further, in a possible implementation manner of the embodiment of the present disclosure, the receiving module 1430 is further configured to: responding to a ticket inquiry result including candidate sold traffic tickets, acquiring ticket booking conversation information of a user, processing the ticket booking conversation information based on NLP, and acquiring identification of target traffic tickets selected from the candidate traffic tickets and identification information of the user; and generating a ticket booking request based on the identification of the target traffic ticket and the identification information of the user, and sending the ticket booking request to the RPA robot.

Further, in a possible implementation manner of the embodiment of the present disclosure, the receiving module 1430 is further configured to: and receiving ticket booking and payment information sent by the RPA robot, performing payment operation on the cost of the target traffic ticket based on the ticket booking and payment information, and sending the payment operation to the RPA robot.

Further, in a possible implementation manner of the embodiment of the present disclosure, the generating module 1420 is further configured to: responding to the ticket inquiry intention as a traffic ticket order inquiry intention, and acquiring identification information of a user; generating a second ticket inquiry request for inquiring the purchased traffic ticket based on the identification information; and sending the second ticket inquiry request to the RPA robot.

Further, in a possible implementation manner of the embodiment of the present disclosure, the generating module 1420 is further configured to: and verifying the identification information, and if the identification information verification fails, generating prompt information for re-inputting the identification information.

Further, in a possible implementation manner of the embodiment of the present disclosure, the generating module 1420 is further configured to: generating selection guide information based on the ticket inquiry intention, wherein the selection guide information comprises at least one candidate inquiry item; and acquiring user selection operation, determining the selected target query item based on the selection operation, and calling a query flow of the selected target query item.

Fig. 15 is a block diagram of an information processing apparatus combining an RPA and an AI according to an embodiment of the present disclosure, and as shown in fig. 15, an information processing apparatus 1500 combining an RPA and an AI includes:

a receiving module 1510, configured to receive a ticket query request sent by a session robot;

the query module 1520, configured to perform information query based on the ticket query request to obtain a ticket query result;

and the sending module 1530 is configured to send the ticket query result to the session robot for display at the terminal device.

Further, in a possible implementation manner of the embodiment of the present disclosure, the query module 1520 is further configured to: in response to the first ticket inquiry request for inquiring the traffic ticket sold in the ticket inquiry request, extracting the traffic ticket booking requirement information from the first ticket inquiry request; carrying out information search on the traffic ticket reservation demand information based on NLP, and acquiring candidate traffic tickets which are sold and matched with the traffic ticket reservation demand information; and generating a ticket business query result based on the candidate traffic tickets.

Further, in a possible implementation manner of the embodiment of the present disclosure, the sending module 1530 is further configured to: receiving a ticket booking request sent by a conversation robot, wherein the ticket booking request comprises an identification of a target traffic ticket selected from candidate traffic tickets and identification information of a user; a reservation is made for the target traffic ticket based on the ticket reservation request.

Further, in a possible implementation manner of the embodiment of the present disclosure, the sending module 1530 is further configured to: generating ticket booking and payment information based on the ticket booking request, and sending the ticket booking and payment information to the conversation robot; and receiving the payment operation of the conversation robot, and booking the target traffic ticket according to the payment operation.

Further, in a possible implementation manner of the embodiment of the present disclosure, the query module 1520 is further configured to: responding to a second ticket inquiry request of the ticket inquiry request which is a given traffic ticket, and extracting the identification information of the user from the second ticket inquiry request; searching for a determined traffic ticket associated with the identification information based on the identification information of the user; responding to the query of the determined traffic ticket associated with the identification information, generating a ticket query result based on the associated determined traffic ticket, and sending the ticket query result to the conversation robot; or responding to the situation that the determined traffic ticket associated with the identification information is not inquired, generating a ticket business inquiry result based on at least one preset candidate operation item, and sending the ticket business inquiry result to the conversation robot.

Further, in a possible implementation manner of the embodiment of the present disclosure, the query module 1520 is further configured to: and verifying the identification information, if the identification information verification fails, generating prompt information for re-inputting the identification information, and sending the prompt information to the conversation robot.

Further, in a possible implementation manner of the embodiment of the present disclosure, the query module 1520 is further configured to: acquiring login information of a ticket server, and logging in the ticket server based on the login information; sending the ticket inquiry request to a ticket server for information inquiry; and receiving a ticket inquiry result sent by the ticket server.

The present disclosure also provides an electronic device, a readable storage medium, and a computer program product according to embodiments of the present disclosure.

FIG. 16 shows a schematic block diagram of an example electronic device 160 that may be used to implement embodiments of the present disclosure. Electronic devices are intended to represent various forms of digital computers, such as laptops, desktops, workstations, personal digital assistants, servers, blade servers, mainframes, and other appropriate computers. The electronic device may also represent various forms of mobile devices, such as personal digital processing, cellular phones, smart phones, wearable devices, and other similar computing devices. The components shown herein, their connections and relationships, and their functions, are meant to be examples only, and are not meant to limit implementations of the disclosure described and/or claimed herein.

As shown in fig. 16, the information processing apparatus includes a memory 161, a processor 162, and a computer program stored in the memory 161 and executable on the processor 162, and when the processor 162 executes the computer program, the information processing method described above is implemented.

In the context of this disclosure, a machine-readable medium may be a tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device. The machine-readable medium may be a machine-readable signal medium or a machine-readable storage medium. A machine-readable medium may include, but is not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any suitable combination of the foregoing. More specific examples of a machine-readable storage medium would include an electrical connection based on one or more wires, a portable computer diskette, 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.

To provide for interaction with a user, the systems and techniques described here can be implemented on a computer having: a display device (e.g., a CRT (cathode ray tube) or LCD (liquid crystal display) monitor) for displaying information to a user; and a keyboard and a pointing device (e.g., a mouse or a trackball) by which a user can provide input to the computer. Other kinds of devices may also be used to provide for interaction with a user; for example, feedback provided to the user can be any form of sensory feedback (e.g., visual feedback, auditory feedback, or tactile feedback); and input from the user may be received in any form, including acoustic, speech, or tactile input.

The systems and techniques described here can be implemented in a computing system that includes a back-end component (e.g., as a data server), or that includes a middleware component (e.g., an application server), or that includes a front-end component (e.g., a user computer having a graphical user interface or a web browser through which a user can interact with an implementation of the systems and techniques described here), or any combination of such back-end, middleware, or front-end components. The components of the system can be interconnected by any form or medium of digital data communication (e.g., a communication network). Examples of communication networks include: local Area Networks (LANs), Wide Area Networks (WANs), and the Internet.

The computer system may include clients and servers. A client and server are generally remote from each other and typically interact through a communication network. The relationship of client and server arises by virtue of computer programs running on the respective computers and having a client-server relationship to each other. The server may be a cloud server, a server of a distributed system, or a server with a combined blockchain.

Furthermore, the terms "first", "second" and "first" 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 one or more of that feature. In the description of the present invention, "a plurality" means two or more unless specifically defined otherwise.

In the description herein, references to the description of the term "one embodiment," "some embodiments," "an example," "a specific example," or "some examples," etc., mean 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 invention. In this specification, the schematic representations of the terms used above are not necessarily intended to refer to the same embodiment or example. Furthermore, the particular features, structures, materials, or characteristics described may be combined in any suitable manner in any one or more embodiments or examples. Furthermore, various embodiments or examples and features of different embodiments or examples described in this specification can be combined and combined by one skilled in the art without contradiction.

Although embodiments of the present invention have been shown and described above, it is understood that the above embodiments are exemplary and should not be construed as limiting the present invention, and that variations, modifications, substitutions and alterations can be made to the above embodiments by those of ordinary skill in the art within the scope of the present invention.

Claims

1. A ticketing information processing method combining robot process automation, RPA, and artificial intelligence, AI, performed by a session robot, the method comprising:

acquiring ticket business session information input by a user, and identifying the ticket business query intention of the user based on Natural Language Processing (NLP);

generating a ticket inquiry request based on the ticket inquiry intention, and sending the ticket inquiry request to an RPA robot;

and receiving a ticket inquiry result obtained by the RPA robot according to the ticket inquiry request, and displaying the ticket inquiry result on terminal equipment.

2. The method of claim 1, wherein generating a ticketing query request based on the ticketing query intent and sending the ticketing query request to an RPA robot comprises:

responding to the ticket inquiry intention as a ticket booking intention, and acquiring the booking requirement information of the traffic ticket;

generating a first ticket inquiry request for inquiring the traffic ticket on sale based on the demand information;

and sending the first ticket inquiry request to the RPA robot.

3. The method according to claim 2, wherein the receiving a ticket inquiry result obtained by the RPA robot according to the ticket inquiry request and after the displaying by a terminal device further comprises:

responding to the ticket inquiry result to include candidate sold traffic tickets, acquiring ticket booking conversation information of the user, processing the ticket booking conversation information based on NLP, and acquiring identification of target traffic tickets selected from the candidate traffic tickets and identification information of the user;

and generating a ticket booking request based on the identification of the target traffic ticket and the identification information of the user, and sending the ticket booking request to the RPA robot.

4. The method of claim 3, wherein after generating a ticket booking request based on the identification of the target traffic ticket and the identification information of the user and sending the ticket booking request to the RPA robot, further comprising:

and receiving ticket booking and payment information sent by the RPA robot, performing payment operation on the cost of the target traffic ticket based on the ticket booking and payment information, and sending the payment operation to the RPA robot.

5. The method of claim 1, wherein generating a ticketing query request based on the ticketing query intent and sending the ticketing query request to an RPA robot comprises:

responding to the ticket inquiry intention as a traffic ticket order inquiry intention, and acquiring the identification information of the user;

generating a second ticket inquiry request for inquiring the purchased traffic ticket based on the identification information;

and sending the second ticket inquiry request to the RPA robot.

6. The method according to claim 5, wherein the responding to the ticket query intention being a traffic ticket order query intention further comprises, after acquiring the identification information of the user:

and verifying the identification information, and if the identification information is not verified, generating prompt information for re-inputting the identification information.

7. The method according to any one of claims 1-6, wherein before generating a ticket query request based on the ticket query intent and sending the ticket query request to the RPA robot, further comprising:

generating selection guide information based on the ticket service query intention, wherein the selection guide information comprises at least one candidate query item;

acquiring user selection operation, determining a selected target query item based on the user selection operation, and calling a query process of the selected target query item.

8. A ticket information processing method combining RPA and AI, characterized by being performed by an RPA robot, the method comprising:

receiving a ticket inquiry request sent by a session robot;

9. The method of claim 8, wherein the querying based on the ticket query request to obtain a ticket query result comprises:

in response to the first ticket inquiry request for inquiring the traffic tickets sold in the process of the ticket inquiry request, extracting the traffic ticket reservation demand information from the first ticket inquiry request;

carrying out information search on the traffic ticket reservation demand information based on NLP, and acquiring candidate traffic tickets which are sold and matched with the traffic ticket reservation demand information;

and generating the ticket business query result based on the candidate traffic tickets.

10. The method of claim 9, wherein sending the ticket query result to the session robot after being presented at a terminal device further comprises:

receiving a ticket booking request sent by the conversation robot, wherein the ticket booking request comprises an identification of a target traffic ticket selected from the candidate traffic tickets and identification information of a user;

booking the target traffic ticket based on the ticket booking request.

11. The method of claim 10, wherein said booking the target traffic ticket based on the ticket booking request comprises:

generating ticket booking and payment information based on the ticket booking request, and sending the ticket booking and payment information to the conversation robot;

and receiving the payment operation of the conversation robot, and booking the target traffic ticket according to the payment operation.

12. The method of claim 8, wherein the querying based on the ticket query request to obtain a ticket query result comprises:

responding to a second ticket inquiry request of the ticket inquiry request which is a given traffic ticket, and extracting the identification information of the user from the second ticket inquiry request;

searching for a determined traffic ticket associated with the identification information based on the identification information of the user;

responding to a determined traffic ticket associated with the identification information, generating a ticketing inquiry result based on the associated determined traffic ticket, and sending the ticketing inquiry result to the conversation robot; alternatively, the first and second electrodes may be,

and in response to the fact that the determined traffic ticket associated with the identification information is not inquired, generating a ticket inquiry result based on at least one preset candidate operation item, and sending the ticket inquiry result to the conversation robot.

13. The method of claim 10, wherein before searching for the determined transportation ticket associated with the identification information based on the identification information of the user, further comprising:

and verifying the identification information, if the identification information is not verified, generating prompt information for re-inputting the identification information, and sending the prompt information to the conversation robot.

14. The method according to any one of claims 8-13, wherein said performing an information query based on said ticket query request to obtain a ticket query result further comprises:

acquiring login information of a ticket server, and logging in the ticket server based on the login information;

sending the ticket inquiry request to the ticket server for information inquiry;

and receiving the ticket inquiry result sent by the ticket server.

15. A ticket information processing apparatus combining an RPA and an AI, comprising:

and the receiving module is used for receiving the ticket inquiry result acquired by the RPA robot according to the ticket inquiry request and displaying the result on the terminal equipment.

16. A ticket information processing apparatus combining an RPA and an AI, comprising:

and the sending module is used for sending the ticket inquiry result to the session robot for displaying on terminal equipment.

17. An electronic device comprising a memory, a processor;

wherein the processor runs a program corresponding to the executable program code by reading the executable program code stored in the memory for implementing the method according to any one of claims 1 to 14.

18. A computer-readable storage medium, on which a computer program is stored which, when being executed by a processor, carries out the method according to any one of claims 1-14.

19. A computer program product comprising a computer program which, when executed by a processor, implements the method according to any one of claims 1-14.