CN115408489A

CN115408489A - Question list generation method and device, computer equipment and storage medium

Info

Publication number: CN115408489A
Application number: CN202211052337.8A
Authority: CN
Inventors: 董劲麟; 罗贤桂; 范会善; 王炼; 炊向军; 赵新阳
Original assignee: China Construction Bank Corp; CCB Finetech Co Ltd
Current assignee: China Construction Bank Corp; CCB Finetech Co Ltd
Priority date: 2022-08-31
Filing date: 2022-08-31
Publication date: 2022-11-29

Abstract

The present application relates to the field of artificial intelligence technologies, and in particular, to a problem list generation method and apparatus, a computer device, a storage medium, and a computer program product. The method comprises the following steps: receiving a user identifier sent by a terminal and behavior information corresponding to the user identifier; generating a behavior label corresponding to the behavior information according to the behavior information; inquiring user information according to the user identification, and generating a corresponding information label according to the user information; and sending the behavior tag and the information tag to a second server, wherein the behavior tag and the information tag are used for indicating the second server to generate a first question list corresponding to the user according to the behavior tag and the information tag. By adopting the method, the problem list can be accurately provided.

Description

Question list generation method and device, computer equipment and storage medium

Technical Field

The present application relates to the field of artificial intelligence technologies, and in particular, to a problem list generation method and apparatus, a computer device, a storage medium, and a computer program product.

Background

With the rapid development of science and technology, in order to reduce the consultation cost and labor cost of customers and provide more diversified customer services, each enterprise provides intelligent customer service on the basis of a telephone service hot line, and in order to enable the intelligent customer service to generate better service effects, some means are usually used for helping customers to better ask questions so as to improve the accuracy rate of the customer questions hitting a knowledge base, including providing a hot spot question list when the customers enter a line, associating questions when the customers input the questions, providing suggested questions when the customer question intentions are not clear, and providing related questions only after the customers can answer the questions.

In the existing technical solutions, the sources of the hot spot problem generally include a dynamic mode, a customized mode and a mixed mode, but the focuses of the above modes are all customers, that is, the method using big data is generally applicable, but the method does not stand in a single customer to consider providing service, so that the problem of providing intelligent customer service is often caused to be inaccurate.

Disclosure of Invention

In view of the foregoing, it is desirable to provide a problem list generation method, apparatus, computer device, computer readable storage medium, and computer program product capable of accurately providing a problem list.

In a first aspect, the present application provides a problem list generation method applied to a first server, including:

receiving a user identifier sent by a terminal and behavior information corresponding to the user identifier;

generating a behavior label corresponding to the behavior information according to the behavior information;

inquiring user information according to the user identification, and generating a corresponding information label according to the user information;

and sending the behavior tag and the information tag to a second server, wherein the behavior tag and the information tag are used for indicating the second server to generate a first problem list corresponding to the user according to the behavior tag and the information tag.

In one embodiment, the generating a behavior tag corresponding to the behavior information according to the behavior information includes:

acquiring a preset behavior type;

generating a behavior label corresponding to the behavior information according to the behavior type and the behavior information;

the generating of the corresponding information tag according to the user information includes:

acquiring a preset information type;

and generating an information label corresponding to the user information according to the preset information type and the user information.

In one embodiment, the generating a behavior tag corresponding to the behavior information according to the preset behavior type and the behavior information includes:

judging whether the behavior information meets a corresponding behavior judgment condition in the preset behavior type;

when at least one piece of sub-information in the behavior information meets a behavior judgment condition corresponding to the preset behavior type, generating a behavior label corresponding to the behavior information;

the generating an information tag corresponding to the user information according to the preset information type and the user information includes:

judging whether the user information meets corresponding information judgment conditions in the preset behavior types or not;

and when at least one piece of sub-information in the user information meets the corresponding information judgment condition in the preset behavior type, generating an information label corresponding to the user information.

In a second aspect, the present application provides a method for generating a question list applied to a terminal, where the method includes:

recording the behavior of the user, and generating behavior information corresponding to the user identification;

sending the user identification and the behavior information corresponding to the user identification to a first server, so that the first server generates a behavior tag corresponding to the behavior information according to the behavior information; inquiring user information according to the user identification, and generating a corresponding information label according to the user information; sending the behavior tag and the information tag to a second server;

and receiving a first problem list sent by the first server, and displaying the first problem list, wherein the first problem list is generated by the second server according to the behavior tag and the information tag.

In one embodiment, the method further comprises:

receiving a question input instruction, wherein the input instruction carries question information;

sending the question information to the second server, wherein the question information is used for indicating the second server to generate a second question list;

and receiving a second problem list sent by the second server, and displaying the second problem list.

In a third aspect, the present application provides a problem list generation method applied to a second server, including:

receiving a behavior tag and an information tag sent by a first server, wherein the behavior tag and the information tag are a user identifier sent by a terminal and behavior information corresponding to the user identifier received by the first server; generating a behavior label corresponding to the behavior information according to the behavior information; inquiring user information according to the user identification, and generating a corresponding information label according to the user information;

generating a first problem list according to a preset knowledge base, the behavior tag and the information tag, and sending the first problem list to a terminal; and the terminal displays the first question list.

In one embodiment, the method further comprises:

receiving problem information;

processing the problem information to obtain a problem identifier;

generating a second problem list according to the problem identification and the preset knowledge base, and sending the second problem list to a terminal; and the terminal displays the second question list.

In one embodiment, the method further comprises:

judging whether the number of the problems in the first problem list or the second problem list meets a preset number or not;

and when the number of the problems in the first problem list or the second problem list does not meet the preset number, supplementing the first problem list or the second problem list according to the problem information in a preset time period.

In a fourth aspect, the present application further provides an apparatus for generating a question list applied to a first server, the apparatus including:

the first receiving module is used for receiving a user identifier sent by a terminal and behavior information corresponding to the user identifier;

the behavior tag module is used for generating a behavior tag corresponding to the behavior information according to the behavior information;

the information label module is used for inquiring the user information according to the user identification and generating a corresponding information label according to the user information;

the first sending module is used for sending the behavior tag and the information tag to a second server, and the behavior tag and the information tag are used for indicating the second server to generate a first problem list corresponding to the user according to the behavior tag and the information tag.

In one embodiment, the behavior tag module comprises:

the first list obtaining unit is used for obtaining a preset behavior type;

a behavior tag generating unit, configured to generate a behavior tag corresponding to the behavior information according to the preset behavior type and the behavior information;

the second list acquisition unit is used for acquiring the type of the preset information;

and the information label generating unit is used for generating an information label corresponding to the user information according to the preset information type and the user information.

In one embodiment, the behavior tag generation unit includes:

the first judging subunit is configured to judge whether the behavior information meets a behavior judging condition corresponding to the preset behavior type;

the behavior sub-unit is used for generating a behavior label corresponding to the behavior information when at least one piece of sub-information in the behavior information meets a behavior judgment condition corresponding to the preset behavior type;

the behavior tag generation unit includes:

the second judging subunit judges whether the user information meets a corresponding information judging condition in the preset behavior type;

and the information subunit is used for generating an information label corresponding to the user information when at least one piece of sub information in the user information meets the corresponding information judgment condition in the preset behavior type.

In a fifth aspect, the present application further provides an apparatus for generating a problem list applied to a terminal, where the apparatus includes:

the recording module is used for recording the behavior of the user and generating behavior information corresponding to the user identification;

the second sending module is used for sending the user identification and the behavior information corresponding to the user identification to the first server;

and the second receiving module is used for receiving the first problem list sent by the first server and displaying the first problem list.

In one embodiment, the apparatus further comprises:

the instruction receiving module is used for receiving a problem input instruction, and the input instruction carries problem information;

a third sending module, configured to send the question information to the second server, so that the second server generates the second question list;

and the third receiving module is used for receiving the second question list sent by the second server and displaying the second question list.

In a sixth aspect, the present application further provides an apparatus for generating a question list applied to a second server, the apparatus including:

the fourth receiving module is used for receiving the behavior tag and the information tag sent by the first server;

the fourth sending module is used for generating a problem list according to a preset knowledge base, the behavior tags and the information tags and sending the problem list to the terminal; and the terminal displays the problem list.

In one embodiment, the apparatus further comprises:

the fourth receiving module is used for receiving the problem information;

the problem processing module is used for processing the problem information to obtain a problem identifier;

the fifth receiving module is used for generating a second problem list according to the problem identifier and the preset knowledge base and sending the second problem list to the terminal; and the terminal displays the second question list.

In one embodiment, the apparatus further comprises:

the quantity judging module is used for judging whether the quantity of the problems in the first problem list or the second problem list meets a preset quantity or not;

and the question and answer supplementing module is used for supplementing the first question list or the second question list according to the question information in a preset time period when the number of the questions in the first question list or the second question list does not meet the preset number.

In a seventh aspect, the present application further provides a computer device. The computer device comprises a memory storing a computer program and a processor implementing the steps of the method in any of the above embodiments when the processor executes the computer program.

In an eighth aspect, the present application further provides a computer-readable storage medium. A computer-readable storage medium, on which a computer program is stored which, when being executed by a processor, carries out the steps of the method in any of the above-mentioned embodiments.

In a ninth aspect, the present application further provides a computer program product. Computer program product comprising a computer program which, when being executed by a processor, carries out the steps of the method of any of the above embodiments.

According to the user question list generating method, the device, the computer equipment, the storage medium and the computer program product, the first server receives the user identification and the behavior information corresponding to the user identification sent by the terminal, generates the label corresponding to the behavior information according to the behavior information, inquires the user information according to the user identification and generates the corresponding information label according to the user information, and finally sends the behavior label and the information label to the second server, and the second server generates the question list corresponding to the user identification according to the behavior label and the information label. In addition, since the first question list is generated according to the user behavior information and the user information, more personalized services can be provided for the user.

Drawings

FIG. 1 is a diagram of an application environment of a method for problem list generation in one embodiment;

FIG. 2 is a flowchart illustrating a method for generating a question list in one embodiment;

FIG. 3 is a flowchart illustrating a method for generating a question list in accordance with another embodiment;

FIG. 4 is a flowchart illustrating a method for generating a question list in accordance with another embodiment;

FIG. 5 is a diagram of a scenario of a method for generating a question list in a mobile banking scenario, according to an embodiment;

FIG. 6 is a diagram illustrating a process for generating a question list for a cell phone banking scenario in one embodiment;

FIG. 7 is a block diagram showing the structure of a question list generating apparatus in one embodiment;

FIG. 8 is a block diagram showing the construction of a question list generating apparatus in another embodiment;

fig. 9 is a block diagram showing the structure of a question list generating apparatus in another embodiment;

FIG. 10 is a diagram showing an internal structure of a computer device according to an embodiment.

Detailed Description

In order to make the objects, technical solutions and advantages of the present application more apparent, the present application is described in further detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative of the present application and are not intended to limit the present application.

The problem list generation method provided by the embodiment of the application can be applied to the application environment shown in fig. 1. The terminal 102, the first server 104, and the second server 106 communicate with each other via a network. The data storage system may store data that the server 104 needs to process. The data storage system may be integrated on the server 104, or may be located on the cloud or other network server. The first server 104 receives a user identifier sent by the terminal 102 and behavior information corresponding to the user identifier; generating a behavior label corresponding to the behavior information according to the behavior information; inquiring user information according to the user identification, and generating a corresponding information label according to the user information; sending the behavior tag and the information tag to the second server 106; the second server 106 receives the behavior tag and the information tag sent by the first server; and generating a first problem list according to the preset knowledge base, the behavior tag and the information tag, sending the first problem list to the terminal 102, and displaying the first problem list by the terminal 102. The terminal 102 may be, but is not limited to, various personal computers, notebook computers, smart phones, tablet computers, and the like. The first server 104 and the second server 106 may be implemented by separate servers or a server cluster composed of a plurality of servers.

In an embodiment, as shown in fig. 2, a problem list generating method is provided, which is described by taking the method as an example applied to the first server 104 in fig. 1, and includes the following steps:

s202, receiving the user identification sent by the terminal and the behavior information corresponding to the user identification.

The user identifier is a unique mark for representing a user, and can be a mobile phone number, an ID number, an identification number and the like of the user.

The behavior information refers to a set of operation behaviors of the user on the terminal, and may be, for example, operation information corresponding to the operation behaviors, such as whether an input password is correct, the time for staying the financial product, and the like, which are obtained by clicking an intelligent customer service, inputting a password, transferring an account, inquiring a balance, staying the financial product, and the like.

Specifically, after the user logs in, the terminal records the operation behavior of the user at the terminal and forms behavior information, and then sends the user identifier and the behavior information corresponding to the user identifier to the first server, so that the first server processes the behavior information according to the user identifier and the behavior information corresponding to the user identifier, for example, generates a corresponding behavior tag.

Optionally, the terminal sends the behavior information within the preset uploading time to the first server according to the preset uploading time, for example, the terminal sends the behavior information within five minutes to the first server every five minutes, so that the first server can analyze the behavior information according to the latest behavior information, and further obtain a behavior tag more conforming to the intention of the user. The preset uploading time refers to a preset time range for the terminal to upload the user information, and may be set according to actual use conditions, which is not specifically limited in this embodiment.

Alternatively, if the user stays in the ideal property page of the terminal for 45 seconds, the terminal may upload the behavior information to the first service in an array form, for example, an expression form of [ page stay, financial product page stay, 45 seconds ], and since the expression form of the user information is an array, the processing speed of the subsequent first server on the user information may be increased.

And S204, generating a behavior label corresponding to the behavior information according to the behavior information.

The behavior tag is a mark generated after analyzing the behavior information, and the behavior information may correspond to one or more behavior tags.

Optionally, the generating a behavior tag corresponding to the behavior information according to the behavior information includes: acquiring a preset behavior type; and generating a behavior label corresponding to the behavior information according to the behavior type and the behavior information.

The preset behavior type refers to a preset behavior type, and includes a behavior type, a preset behavior tag, a judgment condition and the like. The expression form of the preset behavior type may be a table, as shown in table 1, where table 1 is the preset behavior type in one embodiment.

TABLE 1

Optionally, the first server queries the behavior information in a preset behavior type, and after the corresponding behavior information is queried in the preset behavior type, generates a behavior tag corresponding to the behavior information according to a preset behavior tag in the preset behavior type, that is, takes the preset behavior tag as a behavior tag of the behavior information.

Optionally, the first server queries the behavior information in a preset behavior type, after the behavior information is queried in the preset behavior type, the first server determines by using a determination condition corresponding to the behavior information in the preset behavior information, and when the behavior information meets the determination condition, generates a behavior tag corresponding to the behavior information.

Illustratively, in combination with table 1, if the behavior information is that the behavior information stays on the page of the physical property for 45 seconds, the first server first queries whether a page of the financial product stays in a preset behavior type, and when the behavior information stays on the page of the physical property in the preset behavior type, further determines whether the behavior information meets a corresponding determination condition, that is, whether the staying time of the physical property meets 30 seconds, and because the behavior information stays on the page of the physical property for 45 seconds, the determination condition is met, at this time, a behavior tag corresponding to the behavior information is generated according to the preset behavior tag, and the preset behavior tag corresponding to the page of the financial product is to stay as the behavior tag corresponding to the behavior information, that is, a00001.

And S206, inquiring the user information according to the user identification, and generating a corresponding information label according to the user information.

The information tag is a mark generated after user information is analyzed, and the user information can correspond to one or more behavior tags.

Specifically, the first server firstly performs querying according to the user identifier, for example, performs querying according to a mobile phone number of the user to obtain user information, and then generates a corresponding information tag according to the user information obtained through querying.

Optionally, the generating a corresponding information tag according to the user information includes: acquiring a preset information type; and generating an information label corresponding to the user information according to the preset information type and the user information.

The preset information type refers to a preset information type, and includes an information type, a preset information tag, a judgment condition, and the like. The expression form of the preset information type may be a table, as shown in table 2, where table 2 is the preset information type in one embodiment.

TABLE 2

Optionally, the first server queries the user information in a preset information type, and generates an information tag corresponding to the user information according to a preset information tag in the preset information type after the user information is queried in the preset information type.

Optionally, the first server queries the user information in a preset information type, after querying the user information in the preset information type, the first server determines by using a determination condition corresponding to the user information in the preset user information, and when the user information meets the determination condition, generates an information tag corresponding to the user information.

In an embodiment, with reference to table 2, the first server performs query through a user identifier, such as a mobile phone number, to obtain query user information, where the user information includes sub-information of a birthday, a certificate validity period, a branch line belonging to the user, account information, and the like of a client, and performs one-by-one judgment and analysis to determine whether the judgment condition is met, if the account balance exceeds 5 ten thousand, the condition of the account balance is met with an E00001-greater label, and if the credit remaining is less than 30%, the condition of the account balance is met with a F00001-less label.

And S208, sending the behavior tag and the information tag to a second server, wherein the behavior tag and the information tag are used for indicating the second server to generate a first problem list corresponding to the user according to the behavior tag and the information tag.

Specifically, the first server sends the behavior tag and the information tag to the second server, and the second server generates a question list corresponding to the user according to the behavior tag and the information tag, wherein the question list is a question list which is generated by the second server according to the behavior tag and the information tag and is likely to be asked by the user, so that the user can select a question which the user wants to consult according to the question list and click the question which the user wants to consult to obtain an answer corresponding to the question.

In the embodiment, the first server receives the user identifier and the behavior information corresponding to the user identifier sent by the terminal, generates a tag corresponding to the behavior information according to the behavior information, queries the user information according to the user identifier and generates a corresponding information tag according to the user information, and finally sends the behavior tag and the information tag to the second server, and the second server generates the problem list corresponding to the user identifier according to the behavior tag and the information tag. In addition, since the first question list is generated according to the user behavior information and the user information, more personalized services can be provided for the user.

In an embodiment, the generating a behavior tag corresponding to the behavior information according to the preset behavior type and the behavior information includes: judging whether the behavior information meets corresponding behavior judgment conditions in preset behavior types or not; when at least one piece of sub-information in the behavior information meets a behavior judgment condition corresponding to a preset behavior type, generating a behavior label corresponding to the behavior information; according to the preset information type and the user information, generating an information label corresponding to the user information, wherein the information label comprises: judging whether the user information meets corresponding information judgment conditions in the preset behavior types or not; and when at least one piece of sub-information in the user information meets the corresponding information judgment condition in the preset behavior type, generating an information label corresponding to the user information.

Specifically, the behavior information and the user information include multiple items of sub information, so that the first server can judge the sub information of the behavior information and the user information one by one, and when at least one piece of sub information of the behavior information and the user information meets the preset behavior type and the corresponding behavior judging condition in the preset information type, the corresponding behavior tag and the corresponding information tag are generated.

Illustratively, if the behavior information includes staying on the financial product page and a password error, the first server performs determination by using behavior determination conditions corresponding to the staying on the financial product page and the password error, respectively, and generates a behavior tag corresponding to the staying on the financial product page and the password error as a behavior tag corresponding to the behavior information when the staying on the financial product page and the password error satisfy the corresponding determination conditions, respectively. And if the behavior information only meets the corresponding judgment condition when staying in the financial product page, generating a behavior tag corresponding to the sub-information staying in the financial product page as the behavior tag corresponding to the behavior information.

Illustratively, if the user information includes sub information such as a birthday of a customer, a certificate validity period, a subsidiary bank to which the user belongs, account information and the like, whether the sub information meets the corresponding judgment condition is judged one by one, and when at least one of the information meets the corresponding judgment condition, an information tag corresponding to the sub information is generated and used as the information tag of the user information.

In the embodiment, the behavior information and the sub information in the user information are respectively judged, and the corresponding behavior tag or information tag is generated under the judgment condition corresponding to the sub information, so that the obtained behavior tag or information tag is an effective tag, and further, the problem list generated according to the information tag and the behavior tag is more accurate.

In one embodiment, as shown in fig. 3, a method for generating a problem list is provided, which is described by taking the method as an example applied to the terminal 102 in fig. 1, and includes the following steps:

s302, recording the behavior of the user, and generating behavior information corresponding to the user identification.

When the user operates the terminal, the terminal records the operation behavior of the user and generates behavior information corresponding to the user identification.

S304, the user identification and the behavior information corresponding to the user identification are sent to a first server, so that the first server generates a behavior label corresponding to the behavior information according to the behavior information; inquiring user information according to the user identification, and generating a corresponding information label according to the user information; and sending the behavior tag and the information tag to a second server.

The server sends the user identification and the behavior information corresponding to the user identification to the first server, so that after the first server receives the behavior information, a behavior tag corresponding to the behavior information can be generated according to the behavior information, the user information can be inquired according to the user identification, a corresponding information tag can be generated according to the user information, finally, the behavior tag and the information tag are sent to the second server, and the second server generates a first problem list corresponding to the user according to the behavior tag and the information tag.

S306, receiving a first question list sent by the second server, and displaying the first question list, wherein the first question list is generated by the second server according to the behavior tag and the information tag.

Specifically, the terminal receives a first question list sent by the second server, displays the first question list, and the user can select a target question through the displayed question list, that is, a question that the user needs to consult, and then clicks the target question to obtain a corresponding answer.

Optionally, the terminal displays the first question list according to a preset display number. The preset display number refers to the number of display problems of each page, and when the preset display number is exceeded, paging display is required. Illustratively, when the preset number of presentations is 5, the terminal presents only 5 questions per page, and presents the questions in pages.

In the above embodiment, the terminal sends the recorded behavior information to the first server, so that the first server generates the behavior tag and the information tag according to the user identifier and the behavior information, and further the second server generates the first problem list, and the first problem list is displayed after the second server generates the first problem list, so that the user can conveniently select the first problem list.

In one embodiment, the method further comprises: receiving a problem input instruction, wherein the input instruction carries problem information; sending the question information to a second server, wherein the question information is used for indicating the second server to generate a second question list; and receiving a second question list sent by the second server, and displaying the second question list.

The input instruction refers to an instruction input by a user to the terminal, for example, if the user inputs a problem to the terminal, the terminal receives the corresponding input instruction and problem information corresponding to the input instruction, where the problem information refers to specific content of the problem input to the terminal by the user.

Specifically, the terminal, after obtaining the question information, transmits the question information to the second server to cause the second server to generate a question list for question pairing.

Optionally, when the user cannot find a problem which the user wants to consult in the first problem list, the problem which the user wants to consult is input as problem information on the terminal, the terminal sends the problem information to the second server after receiving the problem information, and the second server returns the second problem list corresponding to the problem information after processing the problem information for the user to select.

In the above embodiment, the terminal sends the question information to the second terminal, so that when the user cannot find the target question in the first question list, the second question list can be obtained through the question information input to the terminal, so as to obtain the target question.

In one embodiment, as shown in fig. 4, a method for generating a question list is provided, which is described by taking the method as an example applied to the second server 106 in fig. 1, and includes the following steps:

s402, receiving a behavior tag and an information tag sent by a first server, wherein the behavior tag and the information tag are behavior information corresponding to a user identifier and a user identifier sent by a terminal and received by the first server; generating a behavior label corresponding to the behavior information according to the behavior information; and inquiring user information according to the user identification, and generating a corresponding information label according to the user information.

Specifically, the second server receives the behavior tag and the information tag sent by the first server, so as to obtain the first problem list through the behavior tag and the information tag.

S404, generating a first problem list according to a preset knowledge base, the behavior tags and the information tags, and sending the first problem list to a terminal; and the terminal displays the first question list.

The preset knowledge base is a preset question answer base which comprises answers corresponding to various question machines possibly encountered by a user. Table 3 is a knowledge base in one embodiment.

TABLE 3

Illustratively, continuing with Table 3, if the information labels are F00002 and F00003, then the question list is "how long the credit card has been overdue for bad records" and "how much the credit card has been timely paid for.

Optionally, the second server may perform statistics on the behavior tag and the information tag that generate the first question list, so as to update the preset knowledge base.

Illustratively, when a question is pushed to a client of a tag many times, but such client asks a question less than a predetermined question threshold, the second server may delete the question from the predetermined knowledge base or may add the question to the predetermined knowledge base by analyzing questions frequently asked by the client of the tag.

In the above embodiment, the second server may obtain the first problem list according to the behavior tag and the information tag, and since the behavior tag is obtained by analyzing according to the user information, the first problem list may better predict a problem that the client may encounter or may be interested in.

In one embodiment, the method further comprises: receiving problem information; processing the problem information to obtain a problem identifier; generating a second problem list according to the problem identifier and a preset knowledge base, and sending the second problem list to the terminal; and the terminal displays the second question list.

The question mark is a mark capable of representing the core content of the question information, and may be, for example, a keyword obtained by performing natural language processing on the question information or a mark obtained by classifying the question information.

Optionally, after receiving the question information, the second server performs natural language processing on the second question information to obtain keywords corresponding to the question information, and then calculates similarity between each keyword and a preset knowledge base to obtain a second question list.

Optionally, a similarity threshold may be set for screening to obtain the second problem list. Illustratively, if the similarity between the keyword and the question 1 is 80, the similarity between the keyword and the question 2 is 60, the similarity between the keyword 2 and the question 3 is 90, the similarity between the keyword and the question 4 is 50, and the similarity threshold in this embodiment is 70, then the second question list is the question 1 and the question 3.

Optionally, the second server may also perform sorting according to the similarity weight to obtain a second problem list. Illustratively, if the similarity of the keyword to question 1 is 80, the similarity of the keyword to question 2 is 60, the similarity of the keyword 2 to question 3 is 90, and the similarity of the keyword 2 to question 4 is 50, the second question list is question 3, question 1, question 2, and question 4.

Alternatively, the second server may obtain a second problem list according to the similarity weight and the similarity threshold, for example, if the similarity of the keyword to the problem 1 is 80, the similarity of the keyword to the problem 2 is 60, the similarity of the keyword 2 to the problem 3 is 90, the similarity of the keyword 2 to the problem 4 is 50, and the similarity threshold in this embodiment is 70, then the second problem list is the problem 3 and the problem 1.

Optionally, the second server may perform natural language processing on the question information to obtain a keyword corresponding to the question information, then preset a classification condition to classify the keyword to obtain a question identifier, for example, the question identifiers obtained according to the keyword are E00001 and E00002, the second server searches in a preset knowledge base according to the question identifier to obtain questions corresponding to the question tags E00001 and E00002, and returns the questions to the terminal as the second question list.

In the above embodiment, when the user does not obtain the target question in the first question list, the user may also obtain a second question list capable of predicting a question that the user may encounter or a question that may be of interest to the user by inputting question information.

In one embodiment, the method further comprises: receiving problem information; processing the problem information to obtain an intention identifier; generating a second problem list according to the intention identification and a preset knowledge base, and sending the second problem list to the terminal; and the terminal displays the second question list.

After receiving the problem information, the second server obtains an intention identifier corresponding to the problem information by adopting a pre-trained intention analysis model, then generates a second problem list according to the intention identifier and a preset knowledge base, sends the second problem list to the terminal, and displays the second problem list by the terminal.

Illustratively, if the question information is "how the payment of the credit card is overdue today and how the credit card cannot be used after overdue", the intention analysis model is used for obtaining the time range of the payment of the credit card and the adverse effect of the overdue payment, which the user may want to ask, and obtaining intention identifications F00011 and F00002 corresponding to the time range of the payment of the credit card and the intention identifications corresponding to the adverse effect of the overdue payment according to the preset intention library, and then the second server generates a second question list according to the intention identifications and the preset knowledge library and sends the second question list to the terminal.

Optionally, the second server further generates a push question based on the intention identifier, and continues to combine with the question information "how long the repayment will be due today and the credit card cannot be used after the payment is due", where the intention identifiers of the question information are F00011 and F00002, the second server queries a push intention identifier whose similarity to the intention identifier is greater than a push threshold, and if the similarity to F00011 and C200001 is greater than the push threshold, then uses C200001 as a push topic map identifier, then combines the push intention identifier and a preset knowledge base to generate a push question, and sends the push question to the terminal as a part of a second question list.

In the above embodiment, the second server obtains the intention identifier corresponding to the question information through the intention analysis model, and then generates the second question list by combining the intention identifier and the preset knowledge base, so that the generated second question list is more suitable for the intention of the user, and the user can be ensured to obtain the answer to the question thought to be consulted through the second question list.

In one embodiment, the method further comprises: judging whether the first problem list or the second problem list meets a preset number or not; and when the first problem list or the second problem list does not meet the preset quantity, supplementing the first problem list or the second problem list according to the problem information in the preset time period.

The preset number refers to the minimum number of problems to be displayed in a preset first problem list or a preset second problem list.

The preset time period refers to a preset time period which can supplement the first question list or the second question list.

The second server firstly judges whether the problem quantity in the first problem list or the second problem list meets a preset quantity, and supplements the first problem list or the second problem list according to the problem information in a preset time period when the problem quantity in the first problem list or the second problem list generated by the second server is not more than the preset quantity, namely supplements the second problem list corresponding to the problem information in the preset time period.

Illustratively, when the number of questions in the first question list or the second question list generated by the second server is less than a preset number, the questions asked by the largest number of people in the previous hour are adopted for supplementation. The problem information in the preset time period is adopted for supplementing, so that the situation that the target problem cannot be obtained by a user when the number of problems in the first problem list or the second problem list is not enough is avoided.

For example, if the day is a bank payment day, the user is most likely to ask a question about payment, and therefore, the first question list or the second question list can be provided for the user more accurately by being supplemented by the question information at the preset time.

In the above embodiment, the first question list and the second question list are supplemented, so that the first question list or the second question list can be provided to the user more accurately.

In an exemplary embodiment, referring to fig. 5, fig. 5 is a schematic diagram illustrating a scenario of a question list generation method in a mobile banking scenario in an embodiment. The system comprises three parts, namely a mobile banking part, an intelligent customer service part and a service component. In this embodiment, the service end of the mobile banking is a first server, the smart customer service is a second server, the client end of the mobile banking is a terminal, the track information is behavior information, and the hot question is a first question list.

The mobile phone bank comprises a client and a server, wherein the client mainly provides a functional operation interface for a client to transact business by using the mobile phone bank, and an intelligent customer service entrance is arranged on a customer service buoy of a top right corner of a home page and a functional page. The client records the pages and the residence time of the client, error prompt and how the client enters the intelligent customer service, and the records are uploaded to the server as the operation track information of the client for analysis. The mobile banking server side firstly establishes a label library which is preset by a system and comprises a client track type label and a client information type label. When the client enters the intelligent customer service, analyzing the client operation track information uploaded by the client, judging the satisfied client track condition, and obtaining the behavior label. And for the client in the logged-in state, according to the unique identification of the mobile phone number of the client, the client information analysis is carried out by calling the back-end service component to obtain an information label. For the unregistered tourist, the step is skipped because the tourist information cannot be obtained. Through the two-step analysis, one or more information labels and behavior labels are generated for the client, and the behavior labels and the information labels are transmitted when the robot is connected with the customer service.

The business component lists several major components, including a customer information component, a deposit component, a credit card component, a credit component, a customer feedback component, an investment financing component, and the like. The mobile banking server can inquire and return the area, age, birthday, certificate validity period, occupation and the like of the client through the client information component; the fund status and the validity period of the deposit card of a client can be inquired and returned through the deposit component; the credit card component can inquire the credit card use condition and the credit card validity period of the returned customer; the loan condition of the client in the bank can be inquired and returned through the loan component; the credit condition of the customer can be inquired through a customer feedback component; the investment situation of products such as fund, financing, precious metal and the like returned to the customer at the bank can be inquired through the investment financing component. And the mobile banking server analyzes and marks the customer information through the information acquired by each service component.

The method in the intelligent customer service mainly relates to an intelligent robot part, and the front end of the intelligent robot is accessed to a service interface template, which comprises an intelligent question-answering interface and a hot spot question interface. And after the mobile phone bank is connected with the intelligent customer service, a hot problem list is obtained through the hot problem interface. The intelligent robot comprises a knowledge management platform, wherein the knowledge management platform comprises ontology management, knowledge management, part of speech management and the like. And the label management of the knowledge management platform is synchronized with the labels in the mobile banking. When the mobile phone bank is connected with the intelligent customer service, the robot returns the information labels and the knowledge points corresponding to the behavior labels according to the information labels and the behavior labels which are sent by the robot, and the knowledge points serve as hot spots. In addition, the knowledge operation and maintenance personnel can adjust the labels of the knowledge points by analyzing the push and question proportion of the label knowledge points during daily operation and maintenance, for example, when a certain knowledge point is pushed to a client of a certain label many times, but the proportion of questions asked by such client is very small, the operation and maintenance personnel can consider deleting the label of the knowledge point, and the labels can also be added by analyzing the knowledge points frequently asked by the client of the label.

Referring to fig. 6, fig. 6 is a schematic diagram illustrating a process of generating a question list in a mobile banking scenario in an embodiment. The process comprises the following steps: 1) The customer uses the mobile phone bank, stays in some function pages in the using process, or generates error report in the using process of the functions. 2) The operation process of the client at the client is recorded in real time to the mobile banking server. 3) The customer is interested in some services or needs to be answered by customer service when encountering service problems, and clicks an intelligent customer service entrance to enter. 4) And analyzing the operation track information of the client by the mobile banking service terminal, and giving a corresponding client track type label to the label meeting the label condition. 5) And for the logged-in client, analyzing the client information through each back-end service component according to the unique identification of the mobile phone number of the client, and endowing the corresponding client information type label which meets the label condition. 6) And when the mobile banking customer is connected with the intelligent customer service, transmitting the label information of the customer. 7) The robot system obtains knowledge points according to the label information, forms a hot spot problem list to push clients, and displays hot spots in pages in 5 units. 8) After seeing the hot spot questions, the client can select to click the question to be asked in the hot spot questions, and can also input other questions to be asked. The intelligent robot system can process natural language to the customer question through the intelligent engine, and analyze and search the matched question answers in the robot knowledge base to answer.

In the embodiment, the operation track record before the customer consults the customer service can be analyzed to know the interest of the customer in a certain service and the problems encountered by the certain service, the information of the customer can be analyzed to possibly have certain problems or possibly interest in the certain service, and before the customer asks for the solution of the customer service, the customer can be pre-judged in advance based on the information, so that the customer can ask questions more quickly, and the intelligent service level and the customer experience of the robot are improved.

It should be understood that, although the steps in the flowcharts related to the embodiments described above are shown in sequence as indicated by the arrows, the steps are not necessarily performed in sequence as indicated by the arrows. The steps are not performed in the exact order shown and described, unless explicitly stated otherwise, and may be performed in other orders. Moreover, at least a part of the steps in the flowcharts related to the embodiments described above may include multiple steps or multiple stages, which are not necessarily performed at the same time, but may be performed at different times, and the execution order of the steps or stages is not necessarily sequential, but may be rotated or alternated with other steps or at least a part of the steps or stages in other steps.

Based on the same inventive concept, the embodiment of the present application further provides a problem list generation apparatus for implementing the problem list generation method mentioned above. The implementation scheme for solving the problem provided by the apparatus is similar to the implementation scheme described in the above method, so specific limitations in one or more embodiments of the problem list generation apparatus provided below may refer to the limitations on the problem list generation method in the foregoing, and details are not described here.

In one embodiment, as shown in fig. 7, there is provided a user information processing apparatus including: a first receiving module 100, a behavior tag module 200, an information tag module 300, and a first transmitting module 400, wherein:

the first receiving module 100 is configured to receive a user identifier sent by a terminal and behavior information corresponding to the user identifier.

And a behavior tag module 200, configured to generate a behavior tag corresponding to the behavior information according to the behavior information.

The information tag module 300 is configured to query user information according to the user identifier, and generate a corresponding information tag according to the user information.

The first sending module 400 sends the behavior tag and the information tag to a second server, where the behavior tag and the information tag are used to instruct the second server to generate a first question list corresponding to the user according to the behavior tag and the information tag.

In one embodiment, the behavior tag module 200 includes:

the first list acquisition unit is used for acquiring a preset behavior type.

And the behavior tag generating unit is used for generating a behavior tag corresponding to the behavior information according to the preset behavior type and the behavior information.

And the second list acquisition unit is used for acquiring the type of the preset information.

In one embodiment, the behavior tag generating unit includes:

and the first judging subunit is used for judging whether the behavior information meets a corresponding behavior judging condition in the preset behavior type.

And the behavior subunit is used for generating a behavior label corresponding to the behavior information when at least one piece of sub-information in the behavior information meets the corresponding behavior judgment condition in the preset behavior type.

The behavior tag generation unit includes:

and the second judging subunit is used for judging whether the user information meets the corresponding information judging condition in the preset behavior type.

And the information subunit is used for generating an information label corresponding to the user information when at least one piece of sub-information in the user information meets the corresponding information judgment condition in the preset behavior type.

In one embodiment, as shown in fig. 8, there is provided a user information processing apparatus including: a recording module 500, a second sending module 600 and a second receiving module 700, wherein:

the recording module 500 is configured to record a behavior of a user and generate behavior information corresponding to a user identifier.

A second sending module 600, configured to send the user identifier and the behavior information corresponding to the user identifier to a first server, so that the first server generates a behavior tag corresponding to the behavior information according to the behavior information; inquiring user information according to the user identification, and generating a corresponding information label according to the user information; and sending the behavior tag and the information tag to a second server.

The second receiving module 700 is configured to receive a first question list sent by a second server, and display the first question list, where the first question list is generated by the second server according to the behavior tag and the information tag.

In one embodiment, the apparatus further includes:

and the instruction receiving module is used for receiving a problem input instruction, and the input instruction carries problem information.

And the third sending module is used for sending the question information to the second server so that the second server generates a second question list.

The third receiving module is used for receiving the second problem list sent by the second server and displaying the second problem list; the second problem list is used to solve the user problem.

In one embodiment, as shown in fig. 9, there is provided a user information processing apparatus including: a fourth receiving module 700 and a fourth sending module 800, wherein:

a fourth receiving module 700, configured to receive a behavior tag and an information tag sent by the first server, where the behavior tag and the information tag are behavior information corresponding to a user identifier and a user identifier that the first server receives and sends from the terminal; generating a behavior label corresponding to the behavior information according to the behavior information; and inquiring user information according to the user identification, and generating a corresponding information label according to the user information.

A fourth sending module 800, configured to generate a first question list according to a preset knowledge base, the behavior tag, and the information tag, and send the first question list to a terminal; and the terminal displays the first question list.

In one embodiment, the apparatus further comprises:

and the fourth receiving module is used for receiving the problem information.

And the problem processing module is used for processing the problem information to obtain a problem identifier.

The fifth receiving module is used for generating a second problem list according to the problem identifier and a preset knowledge base and sending the second problem list to the terminal; and the terminal displays the second problem list so that the user can solve the problem of the user through the problem list.

In one embodiment, the apparatus further includes:

and the quantity judging module is used for judging whether the quantity of the problems in the first problem list or the second problem list meets a preset quantity.

And the question-answer supplementing module is used for supplementing the first question list or the second question list according to the question information in a preset time period when the number of the questions in the first question list or the second question list does not meet the preset number.

The respective modules in the above problem list generating apparatus may be wholly or partially implemented by software, hardware, and a combination thereof. The modules can be embedded in a hardware form or independent from a processor in the computer device, and can also be stored in a memory in the computer device in a software form, so that the processor can call and execute operations corresponding to the modules.

In one embodiment, a computer device is provided, which may be a server, and its internal structure diagram may be as shown in fig. 10. The computer device includes a processor, a memory, and a network interface connected by a system bus. Wherein the processor of the computer device is configured to provide computing and control capabilities. The memory of the computer device includes a non-volatile storage medium and an internal memory. The non-volatile storage medium stores an operating system, a computer program, and a database. The internal memory provides an environment for the operation of an operating system and computer programs in the non-volatile storage medium. The database of the computer device is used for storing user information. The network interface of the computer device is used for communicating with an external terminal through a network connection. The computer program is executed by a processor to implement a problem list generation method.

It will be appreciated by those skilled in the art that the configuration shown in fig. 10 is a block diagram of only a portion of the configuration associated with the present application, and is not intended to limit the computing device to which the present application may be applied, and that a particular computing device may include more or less components than those shown, or may combine certain components, or have a different arrangement of components.

In one embodiment, a computer device is provided, comprising a memory and a processor, the memory having a computer program stored therein, the processor implementing the following steps when executing the computer program: receiving a user identifier sent by a terminal and behavior information corresponding to the user identifier; generating a behavior label corresponding to the behavior information according to the behavior information; inquiring user information according to the user identification, and generating a corresponding information label according to the user information; and sending the behavior tag and the information tag to a second server, wherein the behavior tag and the information tag are used for indicating the second server to generate a first problem list corresponding to the user according to the behavior tag and the information tag.

In one embodiment, the generating a behavior tag corresponding to the behavior information according to the behavior information when the processor executes the computer program includes: acquiring a preset behavior type; generating a behavior label corresponding to the behavior information according to the behavior type and the behavior information; generating a corresponding information label according to the user information, comprising: acquiring a preset information type; and generating an information label corresponding to the user information according to the preset information type and the user information.

In one embodiment, the generating of the behavior tag corresponding to the behavior information according to the preset behavior type and the behavior information when the processor executes the computer program includes: judging whether the behavior information meets corresponding behavior judgment conditions in preset behavior types or not; when at least one piece of sub-information in the behavior information meets a behavior judgment condition corresponding to a preset behavior type, generating a behavior label corresponding to the behavior information; according to the preset information type and the user information, generating an information label corresponding to the user information, wherein the information label comprises: judging whether the user information meets corresponding information judgment conditions in the preset behavior types; and when at least one piece of sub-information in the user information meets the corresponding information judgment condition in the preset behavior type, generating an information label corresponding to the user information.

In one embodiment, a computer device is provided, comprising a memory having a computer program stored therein and a processor that when executing the computer program performs the steps of: recording the behavior of the user to generate behavior information; sending the behavior information to a first server so that the first server generates a behavior tag corresponding to the behavior information according to the behavior information; inquiring user information according to the user identification, and generating a corresponding information label according to the user information; sending the behavior tag and the information tag to a second server; and receiving a first problem list sent by the second server, and displaying the first problem list, wherein the first problem list is generated by the second server according to the behavior tag and the information tag.

In one embodiment, a computer device is provided, comprising a memory and a processor, the memory having a computer program stored therein, the processor implementing the following steps when executing the computer program: receiving a problem input instruction, wherein the input instruction carries problem information; sending the question information to a second server, wherein the question information is used for indicating the second server to generate a second question list; and receiving a second question list sent by the second server, and displaying the second question list.

In one embodiment, the processor, when executing the computer program, further comprises: receiving problem information; processing the problem information to obtain a problem identifier; generating a second problem list according to the problem identification and a preset knowledge base, and sending the second problem list to the terminal; and the terminal displays the second question list.

In one embodiment, the processor, when executing the computer program, further comprises: judging whether the number of the problems in the first problem list or the second problem list meets a preset number or not; and when the number of the problems in the first problem list or the second problem list does not meet the preset number, supplementing the first problem list or the second problem list according to the problem information in the preset time period.

In one embodiment, a computer-readable storage medium is provided, on which a computer program is stored which, when executed by a processor, performs the steps of: receiving a user identification sent by a terminal and behavior information corresponding to the user identification; generating a behavior label corresponding to the behavior information according to the behavior information; inquiring user information according to the user identification, and generating a corresponding information label according to the user information; and sending the behavior tag and the information tag to a second server, wherein the behavior tag and the information tag are used for indicating the second server to generate a first problem list corresponding to the user according to the behavior tag and the information tag.

In one embodiment, the generating of the behavior tag corresponding to the behavior information according to the behavior information when the computer program is executed by the processor includes: acquiring a preset behavior type; generating a behavior label corresponding to the behavior information according to the behavior type and the behavior information; generating a corresponding information label according to the user information, comprising: acquiring a preset information type; and generating an information label corresponding to the user information according to the preset information type and the user information.

In one embodiment, the behavior information is judged whether to meet the corresponding behavior judgment condition in the preset behavior type when the computer program is executed by the processor; when at least one piece of sub-information in the behavior information meets a behavior judgment condition corresponding to a preset behavior type, generating a behavior label corresponding to the behavior information; according to the preset information type and the user information, generating an information label corresponding to the user information, wherein the information label comprises: judging whether the user information meets corresponding information judgment conditions in the preset behavior types or not; and when at least one piece of sub-information in the user information meets the corresponding information judgment condition in the preset behavior type, generating an information label corresponding to the user information.

In one embodiment, a computer-readable storage medium is provided, having a computer program stored thereon, which when executed by a processor, performs the steps of: recording the behavior of the user, and generating behavior information corresponding to the user identification; the user identification and the behavior information corresponding to the user identification are sent to a first server, so that the first server generates a behavior label corresponding to the behavior information according to the behavior information; inquiring user information according to the user identification, and generating a corresponding information label according to the user information; sending the behavior tag and the information tag to a second server; and receiving a first problem list sent by the second server, and displaying the first problem list, wherein the first problem list is generated by the second server according to the behavior tag and the information tag.

In one embodiment, a computer program implemented when executed by a processor receives a question input instruction, the input instruction carrying question information; sending the question information to a second server, wherein the question information is used for indicating the second server to generate a second question list; and receiving a second question list sent by the second server, and displaying the second question list.

In one embodiment, a computer-readable storage medium is provided, having a computer program stored thereon, which when executed by a processor, performs the steps of: receiving a behavior tag and an information tag sent by a first server, wherein the behavior tag and the information tag are behavior information corresponding to a user identifier and a user identifier sent by a terminal and received by the first server; generating a behavior label corresponding to the behavior information according to the behavior information; inquiring user information according to the user identification, and generating a corresponding information label according to the user information; generating a first problem list according to a preset knowledge base, a behavior tag and an information tag, and sending the first problem list to a terminal; and the terminal displays the first question list.

In one embodiment, the computer program when executed by the processor further comprises: receiving problem information; processing the problem information to obtain a problem identifier; generating a second problem list according to the problem identifier and a preset knowledge base, and sending the second problem list to the terminal; and the terminal displays the second question list.

In one embodiment, the computer program when executed by the processor further comprises: judging whether the number of the problems in the first problem list or the second problem list meets a preset number or not; and when the number of the problems in the first problem list or the second problem list does not meet the preset number, supplementing the first problem list or the second problem list according to the problem information in the preset time period.

In one embodiment, a computer program product is provided, comprising a computer program which, when executed by a processor, performs the steps of: receiving a user identification sent by a terminal and behavior information corresponding to the user identification; generating a behavior label corresponding to the behavior information according to the behavior information; inquiring user information according to the user identification, and generating a corresponding information label according to the user information; and sending the behavior tag and the information tag to a second server, wherein the behavior tag and the information tag are used for indicating the second server to generate a first problem list corresponding to the user according to the behavior tag and the information tag.

In one embodiment, the generating of the behavior tag corresponding to the behavior information according to the preset behavior type and the behavior information when the computer program is executed by the processor includes: judging whether the behavior information meets corresponding behavior judgment conditions in preset behavior types or not; when at least one piece of sub-information in the behavior information meets a behavior judgment condition corresponding to a preset behavior type, generating a behavior label corresponding to the behavior information; according to the preset information type and the user information, generating an information label corresponding to the user information, wherein the information label comprises: judging whether the user information meets corresponding information judgment conditions in the preset behavior types; and when at least one piece of sub-information in the user information meets the corresponding information judgment condition in the preset behavior type, generating an information label corresponding to the user information.

In one embodiment, a computer program product is provided, comprising a computer program which, when executed by a processor, performs the steps of: recording the behavior of the user, and generating behavior information corresponding to the user identification; the user identification and the behavior information corresponding to the user identification are sent to a first server, so that the first server generates a behavior label corresponding to the behavior information according to the behavior information; inquiring user information according to the user identification, and generating a corresponding information label according to the user information; sending the behavior tag and the information tag to a second server; and receiving a first problem list sent by the second server, and displaying the first problem list, wherein the first problem list is generated by the second server according to the behavior tag and the information tag.

In one embodiment, a computer program product is provided, comprising a computer program which when executed by a processor performs the steps of: receiving a behavior tag and an information tag sent by a first server, wherein the behavior tag and the information tag are a user identifier sent by a terminal and behavior information corresponding to the user identifier received by the first server; generating a behavior label corresponding to the behavior information according to the behavior information; inquiring user information according to the user identification, and generating a corresponding information label according to the user information; generating a first problem list according to a preset knowledge base, a behavior tag and an information tag, and sending the first problem list to a terminal; and the terminal displays the first question list.

In one embodiment, the computer program when executed by the processor further comprises: receiving problem information; receiving problem information; processing the problem information to obtain a problem identifier; generating a second problem list according to the problem identification and a preset knowledge base, and sending the second problem list to the terminal; and the terminal displays the second question list.

It will be understood by those skilled in the art that all or part of the processes of the methods of the embodiments described above can be implemented by hardware instructions of a computer program, which can be stored in a non-volatile computer-readable storage medium, and when executed, can include the processes of the embodiments of the methods described above. Any reference to memory, database, or other medium used in the embodiments provided herein may include at least one of non-volatile and volatile memory. The nonvolatile Memory may include a Read-Only Memory (ROM), a magnetic tape, a floppy disk, a flash Memory, an optical Memory, a high-density embedded nonvolatile Memory, a resistive Random Access Memory (ReRAM), a Magnetic Random Access Memory (MRAM), a Ferroelectric Random Access Memory (FRAM), a Phase Change Memory (PCM), a graphene Memory, and the like. Volatile Memory can include Random Access Memory (RAM), external cache Memory, and the like. By way of illustration and not limitation, RAM can take many forms, such as Static Random Access Memory (SRAM) or Dynamic Random Access Memory (DRAM), for example. The databases referred to in various embodiments provided herein may include at least one of relational and non-relational databases. The non-relational database may include, but is not limited to, a block chain based distributed database, and the like. The processors referred to in the embodiments provided herein may be general purpose processors, central processing units, graphics processors, digital signal processors, programmable logic devices, quantum computing based data processing logic devices, etc., without limitation.

The technical features of the above embodiments can be arbitrarily combined, and for the sake of brevity, all possible combinations of the technical features in the above embodiments are not described, but should be considered as the scope of the present specification as long as there is no contradiction between the combinations of the technical features.

The above-mentioned embodiments only express several embodiments of the present application, and the description thereof is specific and detailed, but not construed as limiting the scope of the present application. It should be noted that, for a person skilled in the art, several variations and modifications can be made without departing from the concept of the present application, which falls within the scope of protection of the present application. Therefore, the protection scope of the present application shall be subject to the appended claims.

Claims

1. A question list generating method applied to a first server, the method comprising:

receiving a user identification sent by a terminal and behavior information corresponding to the user identification;

and sending the behavior tag and the information tag to a second server, wherein the behavior tag and the information tag are used for indicating the second server to generate a first question list corresponding to the user according to the behavior tag and the information tag.

2. The method according to claim 1, wherein the generating a behavior tag corresponding to the behavior information according to the behavior information includes:

acquiring a preset behavior type;

acquiring a preset information type;

3. The method according to claim 2, wherein the generating a behavior tag corresponding to the behavior information according to the preset behavior type and the behavior information includes:

when at least one piece of sub information in the behavior information meets a behavior judgment condition corresponding to the preset behavior type, generating a behavior label corresponding to the behavior information;

judging whether the user information meets corresponding information judgment conditions in the preset behavior types;

4. A problem list generation method is applied to a terminal, and comprises the following steps:

and receiving a first problem list sent by the second server, and displaying the first problem list, wherein the first problem list is generated by the second server according to the behavior tag and the information tag.

5. The method of claim 4, further comprising:

6. A question list generating method applied to a second server, the method comprising:

7. The method of claim 6, further comprising:

receiving problem information;

processing the problem information to obtain a problem identifier;

8. The method according to claim 6 or 7, characterized in that the method further comprises:

9. An apparatus for generating a question list, applied to a first server, the apparatus comprising:

10. The apparatus of claim 9, wherein the behavior tag module comprises:

the first list obtaining unit is used for obtaining a preset behavior type;

11. The apparatus of claim 10, wherein the behavior tag generation unit comprises:

the first judging subunit is used for judging whether the behavior information meets a corresponding behavior judging condition in the preset behavior type;

the behavior subunit is configured to generate a behavior tag corresponding to the behavior information when at least one piece of sub information in the behavior information satisfies a behavior judgment condition corresponding to the preset behavior type;

the behavior tag generation unit includes:

12. An apparatus for generating a question list, applied to a terminal, the apparatus comprising:

the recording module is used for recording the behavior of the user and generating behavior information corresponding to the user identifier;

the second sending module is used for sending the user identification and the behavior information corresponding to the user identification to a first server so that the first server generates a behavior tag corresponding to the behavior information according to the behavior information; inquiring user information according to the user identification, and generating a corresponding information label according to the user information; sending the behavior tag and the information tag to a second server;

and the second receiving module is used for receiving the first question list sent by the second server and displaying the first question list, wherein the first question list is generated by the second server according to the behavior tag and the information tag.

13. The apparatus of claim 12, further comprising:

14. An issue list generation apparatus applied to a second server, the apparatus comprising:

a fourth receiving module, configured to receive a behavior tag and an information tag sent by a first server, where the behavior tag and the information tag are behavior information that the first server receives a user identifier and the user identifier sent by a terminal; generating a behavior label corresponding to the behavior information according to the behavior information; inquiring user information according to the user identification, and generating a corresponding information label according to the user information;

15. The apparatus of claim 14, further comprising:

the fourth receiving module is used for receiving the problem information;

a fifth receiving module, configured to generate a second problem list according to the problem identifier and the preset knowledge base, and send the second problem list to a terminal; and the terminal displays the second question list.

16. The apparatus of claim 14 or 15, further comprising:

17. A computer device comprising a memory and a processor, the memory storing a computer program, characterized in that the processor, when executing the computer program, implements the steps of the method of any of claims 1 to 3 or 4 to 5 or 6 to 8.

18. A computer-readable storage medium, on which a computer program is stored which, when being executed by a processor, carries out the steps of the method according to any one of claims 1 to 3 or 4 to 5 or 6 to 8.

19. A computer program product comprising a computer program, characterized in that the computer program realizes the steps of the method of any one of claims 1 to 3 or 4 to 5 or 6 to 8 when executed by a processor.