CN115412523B

CN115412523B - Message processing method and device

Info

Publication number: CN115412523B
Application number: CN202110589760.0A
Authority: CN
Inventors: 李嘉特
Original assignee: Alibaba Singapore Holdings Pte Ltd
Current assignee: Alibaba Innovation Co
Priority date: 2021-05-28
Filing date: 2021-05-28
Publication date: 2024-02-06
Anticipated expiration: 2041-05-28
Also published as: CN115412523A

Abstract

The embodiment of the specification provides a message processing method and a device, wherein the message processing method is applied to a message platform capable of serving clients with a plurality of different message formats, and comprises the following steps: receiving a message which is sent by a user through any client and carries attribute information of the user, and converting the client format message into a platform message with a unified format of the message platform; under the condition that the user meets the message processing conditions based on the attribute information of the user, processing the platform message according to a preset message processing mode to obtain a target processing result of the platform message; and converting the format of the target processing result according to the message format of the client and sending the target processing result to the client. Specifically, the message processing method is applied to the intelligent robot, so that the client side provided with the intelligent robot can provide a message question-answering service for a user with high efficiency and intelligence, and the user experience is improved.

Description

Message processing method and device

Technical Field

The embodiment of the specification relates to the technical field of computers, in particular to a message processing method. One or more embodiments of the present specification also relate to a message processing apparatus, a message processing system, a computing device, and a computer-readable storage medium.

Background

At present, in order to meet the requirement of users on using the intelligent question-answering robots, the intelligent question-answering robots may be deployed in various client channels, but the information of each client follows the information protocol of the platform, and the input-output information format of the client is greatly different from the input-output information format of the intelligent question-answering robots; therefore, when a user performs message question-answering based on a client side on which the intelligent question-answering robot is deployed, the intelligent question-answering robot cannot efficiently and intelligently provide question-answering service for the user.

Disclosure of Invention

In view of this, the present embodiments provide a message processing method. One or more embodiments of the present specification are also directed to a message processing apparatus, a message processing system, a computing device, and a computer-readable storage medium that address the deficiencies of the prior art.

According to a first aspect of embodiments of the present disclosure, there is provided a message processing method applied to a message platform capable of serving clients of a plurality of different message formats, including:

receiving a message which is sent by a user through any client and carries attribute information of the user, and converting the client format message into a platform message with a unified format of the message platform;

Under the condition that the user meets the message processing conditions based on the attribute information of the user, processing the platform message according to a preset message processing mode to obtain a target processing result of the platform message;

and converting the format of the target processing result according to the message format of the client and sending the target processing result to the client.

According to a second aspect of embodiments of the present specification, there is provided a message processing apparatus for use in a message platform that can serve clients of a plurality of different message formats, comprising:

the format conversion module is configured to receive a message which is sent by a user through any client and carries attribute information of the user, and convert the client format message into a platform message with a unified format of the message platform;

the message processing module is configured to process the platform message according to a preset message processing mode to obtain a target processing result of the platform message under the condition that the user meets the message processing condition based on the attribute information of the user;

and the message sending module is configured to perform format conversion on the target processing result according to the message format of the client and send the target processing result to the client.

According to a third aspect of embodiments of the present specification, there is provided a message processing system comprising a client and a message platform, wherein the message platform comprises a message adaptation layer, a message routing logic layer and a conversation processing layer,

the message adaptation layer is configured to receive a message which is sent by a user through any client and carries attribute information of the user, convert the client format message into a platform message with a unified format of the message platform, and send the platform message to the message routing logic layer;

the message routing logic layer is configured to process the platform message according to a preset message processing mode under the condition that the user meets the message processing condition based on the attribute information of the user, obtain a target processing result of the platform message, and send the target processing result to the message adaptation layer;

the message adapting layer is further configured to perform format conversion on the target processing result according to the message format of the client and send the target processing result to the client.

According to a fourth aspect of embodiments of the present specification, there is provided a computing device comprising:

A memory and a processor;

the memory is configured to store computer-executable instructions that, when executed by the processor, perform the steps of the message processing method described above.

According to a fifth aspect of embodiments of the present specification, there is provided a computer readable storage medium storing computer executable instructions which, when executed by a processor, implement the steps of the message processing method described above.

One embodiment of the present disclosure implements a message processing method and apparatus, where the message processing method is applied to a message platform capable of serving clients with multiple different message formats, and includes: receiving a message which is sent by a user through any client and carries attribute information of the user, and converting the client format message into a platform message with a unified format of the message platform; under the condition that the user meets the message processing conditions based on the attribute information of the user, processing the platform message according to a preset message processing mode to obtain a target processing result of the platform message; and converting the format of the target processing result according to the message format of the client and sending the target processing result to the client. Specifically, the message processing method provides format conversion and opening capability of the multi-client channel message through the message platform, so that when the intelligent robot applying the message processing method is deployed at a client, the intelligent robot can efficiently and intelligently provide a message question-answer service for a user, and user experience is improved.

Drawings

FIG. 1 is a specific application architecture diagram of a message processing method according to one embodiment of the present disclosure;

FIG. 2 is a flow chart of a message processing method provided by one embodiment of the present disclosure;

FIG. 3 is a schematic diagram of a message processing system according to one embodiment of the present disclosure;

fig. 4 is a schematic structural diagram of a message processing apparatus according to an embodiment of the present disclosure;

FIG. 5 is a block diagram of a computing device provided in one embodiment of the present description.

Detailed Description

In the following description, numerous specific details are set forth in order to provide a thorough understanding of the present description. This description may be embodied in many other forms than described herein and similarly generalized by those skilled in the art to whom this disclosure pertains without departing from the spirit of the disclosure and, therefore, this disclosure is not limited by the specific implementations disclosed below.

The terminology used in the one or more embodiments of the specification is for the purpose of describing particular embodiments only and is not intended to be limiting of the one or more embodiments of the specification. As used in this specification, one or more embodiments and the appended claims, the singular forms "a," "an," and "the" are intended to include the plural forms as well, unless the context clearly indicates otherwise. It should also be understood that the term "and/or" as used in one or more embodiments of the present specification refers to and encompasses any or all possible combinations of one or more of the associated listed items.

It should be understood that, although the terms first, second, etc. may be used in one or more embodiments of this specification to describe various information, these information should not be limited by these terms. These terms are only used to distinguish one type of information from another. For example, a first may also be referred to as a second, and similarly, a second may also be referred to as a first, without departing from the scope of one or more embodiments of the present description. The word "if" as used herein may be interpreted as "at … …" or "at … …" or "responsive to a determination", depending on the context.

In this specification, a message processing method is provided. One or more embodiments of the present specification relate to a message processing apparatus, a message processing system, a computing device, and a computer-readable storage medium, which are described in detail in the following embodiments.

Referring to fig. 1, fig. 1 shows a specific application architecture diagram of a message processing method according to an embodiment of the present disclosure.

Fig. 1 includes a client 102 and a message platform 104; the client 102 includes, but is not limited to, instant messaging, a service window, a client group, a web page, a public number, and the like, and the message platform 104 includes a message adaptation layer 1042, a message routing logic layer 1044, and a session processing layer 1046.

In particular, the message adaptation layer 1042 of the message platform 104 receives at least one message sent by the user (i.e., the enterprise user) through multiple clients such as instant messaging, service window, client group, web page or public number, and the like, sent by the user terminal 102. In practical applications, the message adaptation layer 1042 may receive a message sent by a user through a client; and also receives a plurality of messages sent by a plurality of users through a plurality of different clients, or receives a plurality of messages sent by a plurality of users through the same client, etc. The setting is specifically performed according to actual needs, and the specification does not limit the setting in any way.

The message adaptation layer 1042 performs format conversion on the received message sent by the client 102 through any client, and converts the message sent by the client 102 into a message format standard by the message platform 104. The platform message is then sent to the message routing logic layer 1044. The message routing logic layer 1044 includes a channel rights management module and a session management module.

The message routing logic layer 1044 firstly determines the authority of the user sending the message on the message platform 104 according to the channel authority management module, and then the session management module determines whether the processing mode for processing the message calls the message intelligent question-answering system or changes to the manual service according to the session state of the user sending the message. If the intelligent question-answering system is called, the message routing logic layer 1044 determines, according to the routing information preconfigured by the user sending the message, whether to call the question-answering knowledge base of the third party message processing system of the dialogue processing layer 1046 (i.e. the system question-answering platform of the user) or call the question-answering knowledge base of the message platform.

After determining the question-answer knowledge base, the dialogue processing layer 1046 processes the message, and sends the processing result of the message (such as the answer corresponding to the message) to the message adapting layer 1042, where the message adapting layer 1042 converts the format of the processing result according to the message receiving format of the corresponding client, and sends the processing result to the corresponding client to be displayed to the user.

In this embodiment of the present disclosure, first, at the entrance of the uplink message of each client channel (i.e., the message adaptation layer), the message is subjected to unified format conversion according to the message format protocol of each client, so that the uplink message content of the client channel with any data format is uniformly converted into the message format of the message platform 104 side standard. And at a message intelligent routing layer (namely a message routing logic layer), the uplink message content is routed to a question-answer knowledge base of a message platform or a callback address provided by a third-party message processing system according to the routing configuration of the robot.

Meanwhile, the message format protocol of the downlink message of the message platform is standardized, wherein the message format protocol comprises message format protocols of the types such as text message, picture message, graphic message, card message and the like. These standard message format protocols are used in common for reply messages to message platforms and reply messages to third party message processing systems on a technical architecture.

In addition, the message platform also opens the own question-answering system (i.e. question-answering knowledge base) capability to the third party message processing system through an open interface, and the third party message processing system can call and combine the question results such as the intention recognition result and knowledge base of the message platform with the own message platform to return the expected downlink message reply content.

Finally, in the downstream message reply layer (i.e. message adaptation layer), the session management module obtains the client channel from which the message session originates, and converts the content of the replied downstream message into the corresponding message format on each client and returns the corresponding client by combining the message format protocol and channel source of the downstream message.

Referring to fig. 2, fig. 2 shows a flowchart of a message processing method according to an embodiment of the present disclosure, where the message processing method is applied to a message platform that can serve clients of a plurality of different message formats, and specifically includes the following steps.

Step 202: and receiving a message which is sent by a user through any client and carries attribute information of the user, and converting the client format message into a platform message with a unified format of the message platform.

The message platform can be understood as a certain customer service robot; a user may be understood as an individual user or an enterprise user with development capabilities, etc.; the client can be understood as any type of client, such as a plurality of clients of instant messaging, service windows, client groups, web pages, public numbers, etc., and the message formats provided by each client are different; the attribute information of the user may be understood as a user identification of the user, a permission level at the message platform, etc.

Specifically, receiving a message that is sent by a user through any one client and carries attribute information of the user may be understood as receiving one message that is sent by a user through one client and carries attribute information of the user, may be understood as receiving a plurality of messages that are sent by a plurality of users through one client and carry attribute information of the user, may be understood as receiving a plurality of messages that are sent by a plurality of users through a plurality of clients and carry attribute information of the user, and the like.

For easy understanding, the embodiment of the present specification takes a message that is sent by a user through a client and carries attribute information of the user as an example, and the message processing method is described in detail. In the case where there are a plurality of messages, the method can be implemented by referring to the processing mode of one message.

In practice, a message may be understood as a question, for example: what is the weather today? How many days are My yearly false left? And the like.

In practical application, based on different clients, the message formats of the messages sent by the users through different clients are different, so that in order to ensure that the received messages sent by different clients can be processed uniformly later, the message platform converts the received messages sent by the users through different clients according to the message formats of the messages. By the method, even if a new client channel is added to a subsequent message platform, the new client channel can be unified to a corresponding standard message protocol, so that the channel expandability of the whole message platform is stronger.

Step 204: and under the condition that the user meets the message processing conditions based on the attribute information of the user, processing the platform message according to a preset message processing mode to obtain a target processing result of the platform message.

The message processing conditions may be set according to practical applications, and the embodiment of the present disclosure does not limit this. For example, the message processing conditions include that the user has the right to conduct a message question and answer on the message platform.

In practical application, the message platform can preset authority information for the cooperative user so as to restrict the usable service of the user on the message platform. For example, if the authority of the user a on the message platform is level 1, the user a can only conduct knowledge browsing on the message platform; if the authority of the user a on the message platform is level 2, the user a can not only browse knowledge on the message platform, but also download the knowledge; if the authority of the user a on the message platform is level 3, the user a can browse knowledge, download knowledge and perform knowledge question-answering (i.e. message question-answering) on the message platform.

Taking attribute information of a user a as authority information of the user on a message platform, and taking a message processing condition as an example that the user has authority for carrying out message question and answer on the message platform.

If the authority information of the user a is level 1, it can be determined that the authority information of the user a on the message platform does not meet the message processing condition, the message platform does not process the message of the user, or a notification of no authority information is returned to the user, and the like.

If the authority information of the user a is level 3, it can be determined that the authority information of the user a on the message platform meets the message processing condition. At this time, the platform message may be processed according to a preset message processing manner, so as to obtain a target processing result of the platform message. And if the message is a question, the target processing result is an answer corresponding to the question. For example, the message is: how weather is today; the target processing result may be: today the weather is clear.

Specifically, before the platform message is processed according to a preset message processing mode, whether the platform message is the first message sent to the message platform by the user is judged, if yes, the platform message is processed based on the intention information of the platform message, and if not, the platform message is processed based on the message state of the last round of message of the message platform by the user.

When the implementation is carried out, under the condition that the platform message is the first message sent to the message platform by the user, the platform message is processed according to a preset message processing mode, and the specific implementation mode for obtaining the target processing result of the platform message is as follows:

the processing the platform message according to a preset message processing mode to obtain a target processing result of the platform message comprises the following steps:

under the condition that the platform message is determined to be the first message sent to the message platform by the user based on the attribute information of the user, analyzing and obtaining intention information of the platform message;

and determining the message state of the user on the message platform based on the intention information, and processing the platform message based on the message state to obtain a target processing result of the platform message.

The attribute information of the user includes, but is not limited to, a unique identifier of the user, and in practical application, each message sent by the user to the message platform carries the unique identifier of the user. If the user sends the message to the message platform before, the message platform records the unique identifier of the user, and when the user sends the message to the message platform for the second time, the message platform can determine that the user sends the message to the message platform for the third time based on the unique identifier of the user.

In practical application, the message platform analyzes the intention information of the platform message through the message analysis tool under the condition that the platform message is determined to be the first message sent to the message platform by the user based on the attribute information of the user, so as to determine whether the platform message of the user is required to be manually served or intelligently asked for; the message parsing tool may be any existing tool that can parse a message intention, and this specification is not limited in any way.

After determining the message state of the user on the message platform based on the intention information, processing the platform message based on the message state to obtain a target processing result of the platform message; the message state may be understood as a customer service state or a question-answer state, i.e. whether the user wants to call a manual customer service of the message platform or a question-answer library of the message platform is determined based on the intention information.

In the embodiment of the specification, under the condition that the platform message is determined to be the first message sent to the message platform by the user based on the attribute information of the user, the message state of the user on the message platform can be determined based on the intention information of the platform message, so that the accurate processing of the platform message can be realized based on the accurate message state.

And under the condition that the platform message is a non-first message sent to the message platform by a user, the platform message is processed according to a preset message processing mode, and the specific implementation mode for obtaining the target processing result of the platform message is as follows:

determining the message state of the previous round of messages of the user on the message platform under the condition that the platform message is determined to be not the first message sent to the message platform by the user based on the attribute information of the user;

and determining the message state of the user on the message platform based on the message state of the last round, and processing the platform message based on the message state to obtain a target processing result of the platform message.

The attribute information of the user includes, but is not limited to, a unique identifier of the user, and in practical application, each message sent by the user to the message platform carries the unique identifier of the user. If the user has previously sent a message to the message platform, the message platform records the unique identifier of the user and the message status of the platform message sent by the user to the message platform every time, and when the user sends a message to the message platform for the second time, the message platform can determine that the user sends a message to the message platform for the third time based on the unique identifier of the user, and the message status of the platform message sent by the user to the message platform last time.

In practical application, the message platform determines the message state of the last round of message of the user on the message platform under the condition that the platform message is determined to be the Nth message (not the first message, namely the existence history message) sent to the message platform by the user based on the attribute information of the user, and then takes the message state of the last round of message of the user on the message platform as the message state of the user on the message platform.

After determining the message state of the user in the message platform based on the message state of the previous round, processing the platform message based on the message state to obtain a target processing result of the platform message; the message state may be understood as a customer service state or a question-answer state, i.e. whether the user wants to call a manual customer service of the message platform or a question-answer library of the message platform is determined based on the intention information.

In the embodiment of the specification, under the condition that the platform message is determined to be the non-first message sent to the message platform by the user based on the attribute information of the user, the message state of the user in the message platform can be determined based on the message state of the last round, so that the accurate processing of the platform message can be realized based on the accurate message state.

In another case, if the user belongs to the new user (i.e. first sends the platform message) in the message platform, the message state of the user in the message platform may be the question-answer state by default.

Specifically, when the message state includes at least two message states (such as a customer service state and a question-answer state), the platform message is processed based on the message state to obtain a target processing result of the platform message, which includes at least two processing modes, one is that the platform message is processed through a manual customer service, and the other is that the platform message is processed through a message intelligent question-answer. The processing of the platform message by manual customer service will be described in detail. The specific implementation mode is as follows:

the processing the platform message based on the message state to obtain a target processing result of the platform message includes:

And under the condition that the message state is determined to be the customer service state, sending the platform message to a customer service platform for processing, and obtaining a target processing result which is returned by the customer service platform and aims at the platform message.

Wherein customer service may be understood as a manual service.

Specifically, under the condition that the message state is the customer service state, the format-converted platform message can be directly sent to the customer service platform for processing, so that a target processing result of the platform message is obtained at the customer service platform, the timely and accurate processing of the platform message is ensured, and the user experience is improved.

The platform message is processed through the message intelligent question and answer to be described in detail, and the specific implementation mode is as follows:

in the case that the message state is determined to be a question-answer state, determining whether the user is a target user according to the attribute information of the user,

if yes, a third party question-answering platform associated with the user is called to process the platform message, a target processing result of the platform message is obtained,

If not, calling a message question-answer knowledge base of the message platform to process the platform message, and obtaining a target processing result of the platform message;

the target user is a user authorized by the message platform and capable of calling a third-party question-answering platform associated with the user.

In particular, the attribute information of the user can be understood as a unique identification of the user. In practical application, if a user wants to call the third party question-answering platform when the message platform processes the message, the user can register in the message platform in advance. For example, the unique identifier of the user is registered to the message platform, after the message platform receives the platform message sent by the user, the unique identifier of the registered user of the message platform is matched, and when the user is determined to be the target user registered in the message platform in advance and can call the associated third-party question-answering platform, the third-party question-answering platform associated with the user can be called to process the platform message when the platform message is processed.

The question-answer state can be understood as a state that the message platform needs to intelligently match answers from a knowledge base of the message platform or a knowledge base of a third party question-answer platform according to the content of a message sent by a user.

Specifically, there are various ways of determining whether the user is a target user according to the attribute information of the user, and only one way will be described in detail below.

For example, in the case that the message state of the message platform is a question-answer state, attribute information of the user can be matched with attribute information of the user in an attribute matching list preset by the message platform; the attribute matching list is a list preset by the message platform, and the users stored in the list are all users who need to call the knowledge base of the third-party question-answering platform.

Taking the attribute information of the user as the user identifier of the user as an example, the attribute matching list of the message platform also comprises a plurality of user identifiers of the users needing to call the knowledge base of the third-party question-answering platform. And matching the user identification of the user sending the message with the user identification of the user in the attribute matching list, if the matching is successful, routing the platform message to a knowledge base of a third-party question-answering platform, and acquiring a target processing result of the platform message from the knowledge base of the third-party question-answering platform. The knowledge base of the third-party question-answering platform can be understood as a message knowledge base of the user.

Of course, there may be various ways of determining whether the user is authorized by the message platform based on the attribute information of the user, and the way in which the third party question-answering platform associated with the user may be invoked, and the foregoing is only one implementation manner; in practical application, other ways of judging whether the user is a target user may be provided, for example, setting a condition, judging whether the user performs authorization registration on the message platform to invoke the associated third party question-answering platform, and the like.

And under the condition that the user is not a target user, in order to ensure the processing of the platform message, the message question-answer knowledge base of the message platform is called to process the platform message, so as to obtain a target processing result of the platform message.

Along the above example, if the user is not the target user, the user is not the user in the preset attribute matching list, then the message can be directly routed to the message platform, the message question-answer knowledge base of the message platform is called, and the rapid processing of the platform message is realized through the message question-answer knowledge base, so as to obtain the target processing result of the platform message.

In the embodiment of the specification, the information state of the user on the information platform is determined to be the question-answer state, the identity of the user can be determined according to the attribute information of the user, the platform information sent by the user through the client is routed to a third-party question-answer platform associated with the user based on the identity of the user, and the processing of the platform information is realized on the third-party question-answer platform. And the platform message is processed by the message question-answer knowledge base which is sent by the user through the client and is routed to the message platform, so that the user can acquire a target processing result which is more attached to the message based on the knowledge base of the third-party question-answer platform or the message question-answer knowledge base of the message platform.

In practical application, the message platform may also determine a specific manner of processing the platform message based on a result of parsing the platform message when determining that the message state is a question-answer state.

For example, if the message is: after the message platform analyzes the message, and determines that the message belongs to staff personal information problems of enterprises, the message can be routed to a third party question-answering platform.

In addition, the calling the third-party question-answering platform associated with the user to process the platform message to obtain a target processing result of the platform message comprises the following steps:

invoking a third-party question-answering platform associated with the user to perform initial processing on the platform message to obtain an initial processing result;

receiving a knowledge base calling request sent by the third-party question-answering platform based on the user and/or the platform message;

performing supplementary processing on the platform message based on the knowledge base call request to obtain a supplementary processing result;

and obtaining a target processing result of the platform message based on the initial processing result and the supplementary processing result.

In practical application, in order to obtain more accurate, complete and personalized target processing results, the message platform provides an interface of a message question-answering knowledge base of the message platform to the third party question-answering platform in an open interface mode, so that the third party question-answering platform can be better attached to the intelligent platform and combined with the message platform when the target processing results of the message are obtained.

Specifically, after the platform message is routed to the third-party question-answering platform, the third-party question-answering platform firstly carries out initial processing on the platform message to obtain an initial processing result of the message. And then the third-party question-answering platform sends a knowledge base calling request to the message platform under the condition that the platform message is determined to meet the preset processing condition. The preset processing conditions may be set according to the actual application, for example, the preset processing conditions are personalized requirements, or the platform message accords with a rule for calling a message question-answer knowledge base of the message platform (the rule is a rule preset in a third party question-answer platform, for example, when a date is included in the message, a date specification in the message question-answer knowledge base of the message platform needs to be called).

And after receiving the knowledge base calling request, the message platform calls the message question-answer knowledge base based on the knowledge base calling request, and performs supplementary processing on the platform message through the message question-answer knowledge base to obtain a supplementary processing result. And obtaining a target processing result of the platform message based on the initial processing result and the supplementary processing result.

The platform message is as follows: today are examples of numbers. Firstly, calling a third-party question-answering platform associated with a user to acquire an initial processing result of the platform message: today No. 5. At this time, if the third party question-answering platform determines that more detailed, standard and personalized processing results need to be obtained for the platform information according to the own message processing logic, a message question-answering knowledge base of the message platform can be called, and a supplementary processing result is called from the message question-answering knowledge base: canonical format of date. Combining the initial processing result and the supplementary processing result of the platform message to obtain a target processing result of the platform message: today is No. 5, 1 month in 2020.

When the method is implemented, after a message platform receives a knowledge base call request of a third-party question-answering platform, intention recognition is carried out on the platform message, for example, if the intention of the platform message is recognized to be about to acquire date, a pre-stored date specification is acquired from the message question-answering knowledge base and is used as a supplementary processing result of the platform message. If the intention of the platform message is identified to be that the person is annual false, the prestored consumption days, expiration time and the like of the annual false of the user can be acquired from the message question-answer knowledge base as the supplementary processing result of the platform message.

In the embodiment of the specification, after the message platform can provide own question-answering capability through an open interface, not only is simple routing of the message capability realized, but also a third party question-answering platform which needs to use the capabilities of the question-answering system such as intention recognition and knowledge base can better utilize the complete capability of the message platform and better combine the complete capability with the own message platform.

However, in one case, although the state of the message platform is the question-answer state, the message platform discovers that the message is wanted to be routed to the manual service after intention analysis is performed on the received message, and in this case, the strong line will greatly reduce the experience feeling of the user when routing the message to the intelligent question-answer system, so that the intention of the message needs to be analyzed before routing the message to the intelligent question-answer system. The specific implementation mode is as follows:

After the message state is determined to be the question-answer state, the method further comprises the following steps:

analyzing and obtaining intention information of the platform message, and determining a message processing mode of the platform message based on the intention information;

and processing the platform message based on the message processing mode to obtain a target processing result of the platform message.

The intention information of the platform message can be understood as whether the platform message wants to call the manual service or the intelligent question-answering service.

In the embodiment of the specification, after determining the message state of the user on the message platform, the message platform analyzes the intention information of the message, then determines the message processing mode of the platform message based on the intention information, and can process the platform message based on the corresponding message processing mode to accurately obtain the target processing result of the platform message.

In specific implementation, when the intention information of the platform message is analyzed and the message processing mode of the platform message is determined to be the customer service processing mode, the platform message can be directly sent to the customer service platform for processing, so that a target processing result of the platform message is obtained at the customer service platform, the timely and accurate processing of the platform message is ensured, the user experience is improved, and the specific implementation mode is as follows:

The processing the platform message based on the message processing mode to obtain a target processing result of the platform message comprises the following steps:

and under the condition that the message processing mode is a customer service processing mode, sending the platform message to the customer service platform for processing, and obtaining a target processing result which is returned by the customer service platform and aims at the platform message.

In addition, in order to ensure the accuracy of the message state when the message platform determines that the user sends the platform message next time, after the platform message is processed based on the customer service processing mode, the message state when the user sends the platform message to the message platform is modified at the same time, and the specific implementation modes are as follows:

after the target processing result for the platform message returned by the customer service platform is obtained, the method further comprises the following steps:

and modifying the message state of the user on the message platform into a customer service state.

In another embodiment of the present disclosure, in order to further improve the use experience of the message platform of the user, in a case where the authority level of the user meets the message association condition, an association processing result corresponding to the target processing result of the platform message may be recommended to the user, and the specific implementation manner is as follows:

After the target processing result of the platform message is obtained, the method further comprises the following steps:

and acquiring an association processing result corresponding to the target processing result under the condition that the user meets the message association condition based on the attribute information of the user.

The message association condition may be set according to an actual application, for example, the message association condition includes whether the authority level of the user on the message platform meets the authority level for which the associated message is recommended.

Along the above example, take the example that the authority level of recommending the associated message is 3, and the authority level of the user a on the message platform is 3.

At this time, according to the attribute information of the user a (for example, the authority level of the user a on the message platform), it is determined that the user satisfies the message association condition, and then the association processing result corresponding to the target processing result can be recommended for the user.

For example, if the target processing result is: today is a sunny day, then the associated processing result may be: today's temperature is 23 degrees celsius, outdoor air humidity is x, direct solar light index is x, etc.

Step 206: and converting the format of the target processing result according to the message format of the client and sending the target processing result to the client.

Specifically, after the target processing result is determined, the target processing result may be subjected to format conversion according to the message format of the sending client, and the converted target processing result may be sent to the client.

In addition, under the condition that the target processing result has the associated processing result, the target processing result and the associated processing result thereof can be transmitted to the corresponding client after being subjected to format conversion, so that comprehensive and rich answers to the message transmitted by the user are realized, and the use experience of the message platform of the user is improved. The specific implementation mode is as follows:

the step of converting the target processing result according to the message format of the client and sending the target processing result to the client comprises the following steps:

and converting the format of the target processing result and the associated processing result corresponding to the target processing result according to the message format of the client, and sending the format to the client.

According to the message processing method provided by the embodiment of the specification, the message conversion and adaptation layer is added at the reply outlets of the uplink message and the downlink message, and communication interaction is carried out between the message conversion and adaptation layer and the client and the third-party question-answering platform through the standard uplink and downlink message formats of the predefined message platform. Therefore, the invasion of the multi-client message format difference to the downstream third-party question-answering platform is avoided, the third-party question-answering platform is helped not to sense the source of a client channel of an uplink message, and intelligent processing of the message and docking of the message platform are focused more. On the other hand, the newly added client channels can still be unified to the corresponding standard message protocol, and the channel expandability of the whole message platform is stronger.

In addition, the message platform provides the own message question-answer knowledge base with the question-answer capability for the third party question-answer platform in the form of an open interface, so that the simple routing of the message capability is realized. Meanwhile, the three-party system which needs to use the knowledge base intention recognition and knowledge base and other capabilities of the message question and answer can better utilize the complete capability of the message platform and combine the message platform with the message platform of the three-party system.

Referring to fig. 3, fig. 3 shows a schematic diagram of a message processing system provided according to one embodiment of the present specification, wherein the message processing system includes a client 302 and a message platform 304, wherein the message platform 304 includes a message adaptation layer 3042, a message routing logic layer 3044 and a session processing layer 3046,

the message adaptation layer 3042 is configured to receive a message carrying attribute information of a user sent by the user through any client 302, convert the client format message into a platform message with a unified format of the message platform, and send the platform message to the message routing logic layer 3044;

the message routing logic layer 3044 is configured to process the platform message according to a preset message processing mode to obtain a target processing result of the platform message and send the target processing result to the message adaptation layer 3042 when it is determined that the user meets a message processing condition based on the attribute information of the user;

The message adaptation layer 3042 is further configured to perform format conversion on the target processing result according to the message format of the client 302, and send the target processing result to the client 302.

The number of clients 302 is plural, such as clients 1 through n in fig. 3. In specific use, clients 1 through n may be any type of client.

The message adaptation layer 3042 includes a multi-end uplink message format conversion module, configured to perform unified format conversion on the multi-end uplink message according to a standard message format of the message platform 304; the system also comprises a multi-terminal downlink message format conversion module which is used for converting the downlink message acquired by the message platform into a message format according to the message format protocol of the corresponding client.

The message routing logic layer 3044 comprises a message intelligent question-answering module, a manual service conversion module, a channel authority management module and a session management module. The message intelligent question-answering module is used for calling a message question-answering knowledge base of the message intelligent question-answering module and/or a knowledge base of a third party question-answering platform to acquire corresponding answers for messages sent by users; the manual service conversion module is used for carrying out manual customer service processing based on the message sent by the user; the channel authority management module is used for determining whether the user has intelligent question-answering authority, associated answer recommendation authority and the like based on attribute information of the user sending the message; the session management module is used for determining whether to process the message sent by the message intelligent question-answering module or to process the message by the manual service module based on the message state of the user sending the message.

The dialogue processing layer 3046 includes a message question-answer knowledge base, a knowledge base of a third party question-answer platform, and a manual dialogue knowledge base.

In particular, a user sends a problem message through any one or more clients 302, and after receiving the problem message, the message adaptation layer 3042 performs format conversion on the problem message through the multi-end uplink message format conversion module, and sends the problem message after format conversion to the message routing logic layer 3044.

The channel authority management module of the message routing logic layer 3044 firstly judges whether the user who sends the question message has the authority of the message question and answer, if not, the subsequent execution is not carried out, and meanwhile, a notification of the authority problem can be returned to the user; if the authority is available, the session management module can continue to judge the session state of the user who sends the problem message, and determine whether to call the message intelligent question-answering module to process the problem message or transfer to the manual service module to process the problem message according to the session state.

If it is determined that the message intelligent question-answering module needs to be called to process the question message, determining that the question-answering message needs to be routed to a message question-answering knowledge base in the dialogue processing layer 3046 and/or a knowledge base of a third-party question-answering platform according to a preset attribute matching list in the message intelligent question-answering module to process the question-answering message, so as to obtain an answer of the question-answering message from the message question-answering knowledge base and/or the knowledge base of the third-party question-answering platform.

If it is determined that the manual service module needs to be turned to process the question message, the question message is turned to manual customer service processing, and when the manual customer service processes the question message, a suitable answer can be selected and generalized for the question message from the manual dialogue knowledge base of the dialogue processing layer 3046.

After the answer of the question-answer message is obtained in any mode, the answer of the question-answer message is sent to the message adaptation layer 3042, and the multi-terminal downlink message format adaptation module of the message adaptation layer 3042 converts the format of the answer of the question-answer message according to the message format of the client 302 of the question-answer message, and then sends the answer to the corresponding client 302, so that the answer is displayed to the user through the client 302.

In this embodiment of the present disclosure, first, at the entrance of the uplink message of each client channel (i.e., the message adaptation layer), the unified format conversion is performed on the message according to the message format protocol of each client, so that the uplink message contents of the channels of multiple clients 302 are uniformly converted into the message format of the message platform side standard. And at a message intelligent routing layer (namely a message routing logic layer), the uplink message content is routed to a question-answer knowledge base of a message platform or a callback address provided by a third-party message processing system according to the routing configuration of the robot.

The message processing system provided by the embodiment of the specification has the advantages that the unified conversion and adaptation layer of the multi-client message protocol is provided, the message opening capability of a source channel is not required to be perceived by a three-party message platform (a third-party question-answering platform), and the three-party message platform can be better attached to an intelligent platform and combined with the self message platform when acquiring the message source by providing a question-answering capability opening interface of a message question-answering knowledge base, so that the user experience is improved.

Corresponding to the above method embodiments, the present disclosure further provides an embodiment of a message processing apparatus, and fig. 4 shows a schematic structural diagram of a message processing apparatus provided in one embodiment of the present disclosure. As shown in fig. 4, the apparatus includes:

a format conversion module 402, configured to receive a message carrying attribute information of a user sent by the user through any client, and convert the client format message into a platform message with a unified format of the message platform;

the message processing module 404 is configured to process the platform message according to a preset message processing mode to obtain a target processing result of the platform message when the user meets the message processing condition based on the attribute information of the user;

and the message sending module 406 is configured to perform format conversion on the target processing result according to the message format of the client and send the target processing result to the client.

Optionally, the message processing module 404 is further configured to:

Optionally, the apparatus further comprises:

a parsing module configured to:

Optionally, the parsing module is further configured to:

Optionally, the apparatus further comprises:

a state modification module configured to:

Optionally, the apparatus further comprises:

an association module configured to:

Optionally, the messaging module 406 is further configured to:

The message processing device provided by the embodiment of the specification provides format conversion and opening capability of a multi-client channel message through a message platform, so that when an intelligent robot is deployed at a client, a message question-answering service can be provided for a user with high efficiency and intelligence, and user experience is improved.

The above is an exemplary scheme of a message processing apparatus of the present embodiment. It should be noted that, the technical solution of the message processing apparatus and the technical solution of the message processing method belong to the same concept, and details of the technical solution of the message processing apparatus, which are not described in detail, can be referred to the description of the technical solution of the message processing method.

Fig. 5 illustrates a block diagram of a computing device 500 provided in accordance with one embodiment of the present description. The components of the computing device 500 include, but are not limited to, a memory 510 and a processor 520. Processor 520 is coupled to memory 510 via bus 530 and database 550 is used to hold data.

Computing device 500 also includes access device 540, access device 540 enabling computing device 500 to communicate via one or more networks 560. Examples of such networks include the Public Switched Telephone Network (PSTN), a Local Area Network (LAN), a Wide Area Network (WAN), a Personal Area Network (PAN), or a combination of communication networks such as the internet. The access device 540 may include one or more of any type of network interface, wired or wireless (e.g., a Network Interface Card (NIC)), such as an IEEE802.11 Wireless Local Area Network (WLAN) wireless interface, a worldwide interoperability for microwave access (Wi-MAX) interface, an ethernet interface, a Universal Serial Bus (USB) interface, a cellular network interface, a bluetooth interface, a Near Field Communication (NFC) interface, and so forth.

In one embodiment of the present description, the above-described components of computing device 500, as well as other components not shown in FIG. 5, may also be connected to each other, such as by a bus. It should be understood that the block diagram of the computing device shown in FIG. 5 is for exemplary purposes only and is not intended to limit the scope of the present description. Those skilled in the art may add or replace other components as desired.

Computing device 500 may be any type of stationary or mobile computing device, including a mobile computer or mobile computing device (e.g., tablet, personal digital assistant, laptop, notebook, netbook, etc.), mobile phone (e.g., smart phone), wearable computing device (e.g., smart watch, smart glasses, etc.), or other type of mobile device, or a stationary computing device such as a desktop computer or PC. Computing device 500 may also be a mobile or stationary server.

Wherein the processor 520 is configured to execute computer-executable instructions that, when executed by the processor, perform the steps of the message processing method described above.

The foregoing is a schematic illustration of a computing device of this embodiment. It should be noted that, the technical solution of the computing device and the technical solution of the message processing method belong to the same concept, and details of the technical solution of the computing device, which are not described in detail, can be referred to the description of the technical solution of the message processing method.

An embodiment of the present disclosure also provides a computer-readable storage medium storing computer instructions that, when executed by a processor, implement the steps of the message processing method described above.

The above is an exemplary version of a computer-readable storage medium of the present embodiment. It should be noted that, the technical solution of the storage medium and the technical solution of the message processing method belong to the same concept, and details of the technical solution of the storage medium which are not described in detail can be referred to the description of the technical solution of the message processing method.

The foregoing describes specific embodiments of the present disclosure. Other embodiments are within the scope of the following claims. In some cases, the actions or steps recited in the claims can be performed in a different order than in the embodiments and still achieve desirable results. In addition, the processes depicted in the accompanying figures do not necessarily require the particular order shown, or sequential order, to achieve desirable results. In some embodiments, multitasking and parallel processing are also possible or may be advantageous.

The computer instructions include computer program code that may be in source code form, object code form, executable file or some intermediate form, etc. The computer readable medium may include: any entity or device capable of carrying the computer program code, a recording medium, a U disk, a removable hard disk, a magnetic disk, an optical disk, a computer Memory, a Read-Only Memory (ROM), a random access Memory (RAM, random Access Memory), an electrical carrier signal, a telecommunications signal, a software distribution medium, and so forth. It should be noted that the computer readable medium contains content that can be appropriately scaled according to the requirements of jurisdictions in which such content is subject to legislation and patent practice, such as in certain jurisdictions in which such content is subject to legislation and patent practice, the computer readable medium does not include electrical carrier signals and telecommunication signals.

It should be noted that, for simplicity of description, the foregoing method embodiments are all expressed as a series of combinations of actions, but it should be understood by those skilled in the art that the embodiments are not limited by the order of actions described, as some steps may be performed in other order or simultaneously according to the embodiments of the present disclosure. Further, those skilled in the art will appreciate that the embodiments described in the specification are all preferred embodiments, and that the acts and modules referred to are not necessarily all required for the embodiments described in the specification.

In the foregoing embodiments, the descriptions of the embodiments are emphasized, and for parts of one embodiment that are not described in detail, reference may be made to the related descriptions of other embodiments.

The preferred embodiments of the present specification disclosed above are merely used to help clarify the present specification. Alternative embodiments are not intended to be exhaustive or to limit the invention to the precise form disclosed. Obviously, many modifications and variations are possible in light of the teaching of the embodiments. The embodiments were chosen and described in order to best explain the principles of the embodiments and the practical application, to thereby enable others skilled in the art to best understand and utilize the invention. This specification is to be limited only by the claims and the full scope and equivalents thereof.

Claims

1. A message processing method is applied to a message platform capable of serving clients with a plurality of different message formats, and comprises the following steps:

receiving a message which is sent by a user through any client and carries attribute information of the user, and converting the format message of the client into a platform message in a unified format of the message platform, wherein any client is any type of client;

converting the format of the target processing result according to the message format of the client and sending the target processing result to the client;

the processing the platform message according to a preset message processing mode to obtain a target processing result of the platform message includes: under the condition that the platform message is determined to be the first message sent to the message platform by the user based on the attribute information of the user, analyzing and obtaining intention information of the platform message; determining the message state of the user on the message platform based on the intention information, and processing the platform message based on the message state to obtain a target processing result of the platform message;

The processing the platform message based on the message state to obtain a target processing result of the platform message includes: and under the condition that the message state is determined to be the question-answer state, determining the identity of the user according to the attribute information of the user, and determining to route the platform message to a third-party question-answer platform or a message question-answer knowledge base for processing based on the identity of the user to obtain a target processing result of the platform message.

2. The message processing method according to claim 1, wherein the processing the platform message according to a preset message processing manner, to obtain a target processing result of the platform message, includes:

3. The message processing method according to claim 1 or 2, wherein the processing the platform message based on the message status obtains a target processing result of the platform message, further comprising:

4. The message processing method according to claim 1 or 2, wherein in the case that the message state is determined to be a question-answer state, determining an identity of a user according to attribute information of the user, and routing the platform message to a third party question-answer platform or a message question-answer knowledge base for processing based on the identity determination of the user, to obtain a target processing result of the platform message, including:

5. The message processing method according to claim 4, wherein the calling the third party question-answering platform associated with the user to process the platform message, to obtain the target processing result of the platform message, includes:

6. The message processing method according to claim 4, further comprising, after the determining that the message status is a question-answer status:

7. The message processing method according to claim 6, wherein the processing the platform message based on the message processing manner, to obtain the target processing result of the platform message, includes:

And under the condition that the message processing mode is a customer service processing mode, sending the platform message to a customer service platform for processing to obtain a target processing result which is returned by the customer service platform and aims at the platform message.

8. The message processing method according to claim 7, further comprising, after the obtaining the target processing result for the platform message returned by the customer service platform:

9. The message processing method according to claim 1, further comprising, after the target processing result of the platform message is obtained:

10. The message processing method according to claim 9, wherein the converting the target processing result according to the message format of the client and transmitting the target processing result to the client includes:

11. A message processing apparatus for a message platform that can serve clients of a plurality of different message formats, comprising:

the format conversion module is configured to receive a message which is sent by a user through any client and carries attribute information of the user, and convert the client format message into a platform message with a unified format of the message platform, wherein any client is any type of client;

the message processing module is configured to process the platform message according to a preset message processing mode to obtain a target processing result of the platform message under the condition that the user meets the message processing condition based on the attribute information of the user; the processing the platform message according to a preset message processing mode to obtain a target processing result of the platform message includes: under the condition that the platform message is determined to be the first message sent to the message platform by the user based on the attribute information of the user, analyzing and obtaining intention information of the platform message; determining the message state of the user on the message platform based on the intention information, and processing the platform message based on the message state to obtain a target processing result of the platform message;

The processing the platform message based on the message state to obtain a target processing result of the platform message includes: under the condition that the message state is determined to be a question-answer state, determining the identity of the user according to the attribute information of the user, and determining to route the platform message to a third-party question-answer platform or a message question-answer knowledge base for processing based on the identity of the user to obtain a target processing result of the platform message;

12. The message processing apparatus of claim 11, the message processing module further configured to: