CN116737890A - Multi-mode question and answer control method and device, terminal equipment and storage medium - Google Patents
Multi-mode question and answer control method and device, terminal equipment and storage medium Download PDFInfo
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Abstract
The invention discloses a multi-mode question-answering control method, a device, terminal equipment and a storage medium, wherein a question-answering instruction selected by a user is judged according to the operation of the user on a target client interface; when the question-answering instruction is judged to be a keyword searching instruction, matching of associated questions is carried out according to a field to be searched input by a user in a target client interface, and the associated questions obtained by matching are displayed on the target client interface, so that the user can select according to the displayed associated questions, and answers can be called in a pre-stored question database in response to the associated questions selected by the user, and the function of searching the questions is realized; when the question-answering instruction is judged to be a manual question-answering instruction, session connection between the target client and the customer service end is established, so that a user can answer questions to customer service personnel through the session connection, and the function of manual question-answering is reserved.
Description
Technical Field
The present invention relates to the field of natural language processing, and in particular, to a method and apparatus for controlling multi-mode question answering, a terminal device, and a storage medium.
Background
In the process of using websites or software, users often generate a plurality of using problems due to different design concepts of different websites or software. In the prior art, a manual question and answer function is set in a website or software, and the connection between a client and a customer service end is established so that a user can consult a customer service for a problem through the function, thereby better using the website or the software. However, the manual question answering has a limitation, if the staff responsible for the manual question answering is not present, the user cannot obtain the question answer in time, and the efficiency of the question answering in the website or software is affected.
Therefore, a control strategy for multi-mode question answering is needed, so as to solve the problem of low question answering efficiency in websites or software.
Disclosure of Invention
The embodiment of the invention provides a method, a device, terminal equipment and a storage medium for controlling multi-mode questions and answers, so as to improve the efficiency of solving questions in websites or software.
In order to solve the above problems, an embodiment of the present invention provides a method for controlling multi-mode question answering, including:
determining a question-answer instruction according to the operation of a user on a target client interface; wherein, the question-answering instruction comprises: keyword search instructions and manual question-answering instructions;
when the question-answering instruction is determined to be a keyword searching instruction, matching to obtain a plurality of associated questions corresponding to the to-be-searched field according to the to-be-searched field input by a user in the target client interface, displaying the plurality of associated questions in the target client interface so that the user can select the plurality of associated questions according to the displayed associated questions, and then calling corresponding answers in a preset pre-stored question database according to the selected associated questions; wherein the preset pre-stored problem database comprises: all pre-stored questions and answers corresponding to all pre-stored questions respectively;
when the question-answering instruction is determined to be a manual question-answering instruction, establishing session connection between the target client and the customer service end, so that a user can conduct question-answering operation to customer service personnel of the customer service end according to the established session connection.
As an improvement of the above solution, the question-answering instruction further includes: a question recommendation instruction; the control method further comprises the following steps:
when the question-answering instruction is determined to be a question recommending instruction, according to the question asking times and the question asking time of each pre-stored question, carrying out frequency score calculation on each pre-stored question by combining with a preset score factor to obtain a score result of each pre-stored question;
selecting each prestored problem with the score result larger than the score threshold value as a recommendation problem;
displaying each recommended problem in the target client interface so that a user can select according to the displayed recommended problem;
and calling an answer corresponding to the selected recommended question through a preset pre-stored question database.
As an improvement of the above solution, the target client interface includes: a search box control and a manual floating window control; the determining the question-answer instruction according to the operation of the user at the target client side comprises the following steps:
when the fact that the user clicks the search box control is detected, determining that the question-answering instruction is a keyword searching instruction;
when the fact that the user clicks the manual floating window control is detected, determining that the question-answering instruction is a manual question-answering instruction;
and when the fact that the user clicks the search box control and the user clicks the manual floating window control is not detected, determining that the question-answering instruction is a question recommending instruction.
As an improvement of the above solution, the matching, according to a field to be searched input by a user in the target client interface, to obtain a plurality of association questions corresponding to the field to be searched includes:
according to the keywords in the field to be searched, matching each question to be selected containing the keywords in the pre-stored question database;
determining a scoring result of each question to be selected according to the question asking times and the question asking time of each question to be selected and by combining a preset scoring factor;
and according to the scoring result of each question to be selected, scoring descending order is carried out on each question to be selected, and a plurality of associated questions are obtained.
As an improvement of the above solution, the establishing session connection between the target client and the customer service side includes:
acquiring the time for a client to be connected to initiate session connection with a customer service end, and numbering in a queuing queue according to the time sequence; wherein, the client to be connected is a client entering a queuing queue;
and selecting the client to be connected with the number of the preset number as a target client, and establishing session connection between the target client and the customer service terminal.
As an improvement of the above solution, after the session connection between the target client and the customer service end is established, the method further includes: and removing the target client from the queuing queue, and subtracting one from the number of all the clients to be connected in the queuing queue.
As an improvement of the above solution, after the user performs a question-answering operation to a customer service person at the customer service end according to the established session connection, the method further includes:
receiving a to-be-input question and an answer corresponding to the to-be-input question input by customer service personnel;
and updating the pre-stored problem database according to the to-be-recorded problem and the answer corresponding to the to-be-recorded problem.
Correspondingly, an embodiment of the present invention further provides a multi-mode question-answering control device, including: the system comprises a question and answer instruction determining module, a keyword searching instruction module and a manual question and answer instruction module;
the question-answering instruction determining module is used for determining a question-answering instruction according to the operation of a user on a target client interface; wherein, the question-answering instruction comprises: keyword search instructions and manual question-answering instructions;
the keyword search instruction module is used for matching and obtaining a plurality of associated questions corresponding to the to-be-searched field according to the to-be-searched field input by a user in the target client interface when the question and answer instruction is determined to be a keyword search instruction, displaying the plurality of associated questions in the target client interface so that the user can select according to the plurality of displayed associated questions, and then calling corresponding answers in a preset pre-stored question database according to the selected associated questions; wherein the preset pre-stored problem database comprises: all pre-stored questions and answers corresponding to all pre-stored questions respectively;
and the manual question-answering instruction module is used for establishing session connection between the target client and the customer service side when the question-answering instruction is determined to be a manual question-answering instruction, so that a user can conduct question-answering operation to customer service personnel at the customer service side according to the established session connection.
As an improvement of the above solution, the question-answering instruction further includes: a question recommendation instruction; the control method further comprises the following steps: a question recommending module;
the question recommending module is used for carrying out frequency score calculation on each pre-stored question according to the question asking times and the question asking time of each pre-stored question and combining with a preset score factor when the question answering instruction is determined to be a question recommending instruction, so as to obtain a score result of each pre-stored question;
selecting each prestored problem with the score result larger than the score threshold value as a recommendation problem;
displaying each recommended problem in the target client interface so that a user can select according to the displayed recommended problem;
and calling an answer corresponding to the selected recommended question through a preset pre-stored question database.
As an improvement of the above solution, the target client interface includes: a search box control and a manual floating window control; the problem instruction determination module includes: a keyword search determining unit, a manual question-answer determining unit, and a question recommendation determining unit;
the keyword search determining unit is used for determining that the question-answering instruction is a keyword search instruction when the fact that the user clicks the search box control is detected;
the manual question-answering determining unit is used for determining that the question-answering instruction is a manual question-answering instruction when the fact that the user clicks the manual floating window control is detected;
and the question recommendation determining unit is used for determining the question answering instruction as a question recommendation instruction when the fact that the user clicks the search box control and the user clicks the manual floating window control is not detected.
As an improvement of the above solution, the matching, according to a field to be searched input by a user in the target client interface, to obtain a plurality of association questions corresponding to the field to be searched includes:
according to the keywords in the field to be searched, matching each question to be selected containing the keywords in the pre-stored question database;
determining a scoring result of each question to be selected according to the question asking times and the question asking time of each question to be selected and by combining a preset scoring factor;
and according to the scoring result of each question to be selected, scoring descending order is carried out on each question to be selected, and a plurality of associated questions are obtained.
As an improvement of the above solution, the establishing session connection between the target client and the customer service side includes:
acquiring the time for a client to be connected to initiate session connection with a customer service end, and numbering in a queuing queue according to the time sequence; wherein, the client to be connected is a client entering a queuing queue;
and selecting the client to be connected with the number of the preset number as a target client, and establishing session connection between the target client and the customer service terminal.
As an improvement of the above solution, after the session connection between the target client and the customer service end is established, the method further includes: and removing the target client from the queuing queue, and subtracting one from the number of all the clients to be connected in the queuing queue.
As an improvement of the above solution, after the user performs a question-answering operation to a customer service person at the customer service end according to the established session connection, the method further includes:
receiving a to-be-input question and an answer corresponding to the to-be-input question input by customer service personnel;
and updating the pre-stored problem database according to the to-be-recorded problem and the answer corresponding to the to-be-recorded problem.
Correspondingly, an embodiment of the invention also provides a computer terminal device, which comprises a processor, a memory and a computer program stored in the memory and configured to be executed by the processor, wherein the processor realizes the multi-mode question-answering control method according to the invention when executing the computer program.
Correspondingly, an embodiment of the invention also provides a computer readable storage medium, which comprises a stored computer program, wherein the computer program controls equipment where the computer readable storage medium is located to execute the multi-mode question-answering control method according to the invention when running.
From the above, the invention has the following beneficial effects:
the invention provides a multi-mode question-answering control method, which comprises the steps of judging a question-answering instruction selected by a user according to the operation of the user on a target client interface; when the question-answering instruction is judged to be a keyword searching instruction, matching the associated problems according to a field to be searched input by a user in a target client interface, and displaying the associated problems obtained by matching on the target client interface, so that the user can select according to the displayed associated problems, and answer can be called in a pre-stored problem database in response to the associated problems selected by the user, and the problem searching function is realized; when the question-answering instruction is judged to be a manual question-answering instruction, session connection between the target client and the customer service end is established, so that a user can answer questions to customer service personnel through the session connection, and the function of manual question-answering is reserved. Compared with the traditional manual question and answer, the method and the device for solving the question and answer of the user based on the two modes can be used for solving the problem that the question and answer efficiency is lower when the user fails to obtain the corresponding answer through the manual question and answer, the question can be asked in a keyword search mode, and the corresponding answer is obtained, so that the problem that the answer is obtained only through the manual question and answer is solved. The invention can quickly help the user to obtain the answer without manual intervention and does not need to wait for the online time of customer service, thus improving the efficiency of solving the problems in websites or software.
Further, the invention meets the question-answering requirements of users under various conditions through question recommendation, keyword search and manual question-answering; the high-frequency question and the common questions to be consulted by the user can be met through the question recommendation, the accurate search of the user on the common questions is met through the keyword search, and the manual question and answer is reserved to meet the problem solution that the user is difficult to search the answer. The invention is beneficial to improving the problem experience of the user.
Drawings
FIG. 1 is a flow chart of a method for controlling multi-mode questions and answers according to an embodiment of the present invention;
FIG. 2 is a schematic structural diagram of a multi-mode question-answering control device according to an embodiment of the present invention;
fig. 3 is a schematic structural diagram of a terminal device according to an embodiment of the present invention.
Detailed Description
The following description of the embodiments of the present invention will be made clearly and completely with reference to the accompanying drawings, in which it is apparent that the embodiments described are only some embodiments of the present invention, but not all embodiments. All other embodiments, which can be made by those skilled in the art based on the embodiments of the invention without making any inventive effort, are intended to be within the scope of the invention.
Example 1
Referring to fig. 1, fig. 1 is a flow chart of a multi-mode question-answering control method according to an embodiment of the present invention, as shown in fig. 1, the embodiment includes steps 101 to 103, and the steps are specifically as follows:
step 101: determining a question-answer instruction according to the operation of a user on a target client interface; wherein, the question-answering instruction comprises: keyword search instructions and manual question-answering instructions.
In this embodiment, the question-answering instruction further includes: a question recommendation instruction; the control method further comprises the following steps:
when the question-answering instruction is determined to be a question recommending instruction, according to the question asking times and the question asking time of each pre-stored question, carrying out frequency score calculation on each pre-stored question by combining with a preset score factor to obtain a score result of each pre-stored question;
selecting each prestored problem with the score result larger than the score threshold value as a recommendation problem;
displaying each recommended problem in the target client interface so that a user can select according to the displayed recommended problem;
and calling an answer corresponding to the selected recommended question through a preset pre-stored question database.
In a specific embodiment, the n recommended questions that the user is most likely to ask are automatically listed for the user to select. For example: taking 20 pre-stored questions with most questions asked in the last 1 week, 20 pre-stored questions with most questions asked in the last 1 month, and 60 pre-stored questions with most questions asked in the last year. Then calculating the total score according to the score factors, then discharging the 10 pieces with the maximum total score, and discharging the sequence; the method comprises the following steps:
score factor configuration (modifiable):
question interval when day is greater than 1 month and less than 1 year question times score factor=1;
question interval when day is greater than 1 week and less than 1 month question times score factor=5;
the question interval is less than 1 week on the same day, the question number score factor=10;
question association function score factor = 50;
the score calculation formula is as follows:
total score = number of questions asked in recent 1 year 1 number of questions asked in 1 year score factor + number of questions over 1 month 1 number of questions over 1 month score factor + number of questions asked at week 1 + question related function score factor; and then sorting the scores of the questions in descending order, and obtaining the top 10 with the largest score as a recommended question for the user to select.
In this embodiment, the target client interface includes: a search box control and a manual floating window control; the determining the question-answer instruction according to the operation of the user at the target client side comprises the following steps:
when the fact that the user clicks the search box control is detected, determining that the question-answering instruction is a keyword searching instruction;
when the fact that the user clicks the manual floating window control is detected, determining that the question-answering instruction is a manual question-answering instruction;
and when the fact that the user clicks the search box control and the user clicks the manual floating window control is not detected, determining that the question-answering instruction is a question recommending instruction.
In a specific embodiment, when the user enters the target client interface, the user does not input any content and determines that the user is a problem recommendation instruction;
clicking operation is carried out on the search box control, and if the content is input, the keyword search instruction is determined;
and when the click operation is performed on the manual floating window control, determining that the manual question-answering instruction is performed.
Step 102: when the question-answering instruction is determined to be a keyword searching instruction, matching to obtain a plurality of associated questions corresponding to the to-be-searched field according to the to-be-searched field input by a user in the target client interface, displaying the plurality of associated questions in the target client interface so that the user can select the plurality of associated questions according to the displayed associated questions, and then calling corresponding answers in a preset pre-stored question database according to the selected associated questions; wherein the preset pre-stored problem database comprises: all pre-stored questions and answers respectively corresponding to all pre-stored questions.
In this embodiment, the pre-stored question database further includes the number of questions, the time of questions, and keywords for each pre-stored question.
In this embodiment, the matching, according to a field to be searched input by a user in the target client interface, to obtain a plurality of association questions corresponding to the field to be searched includes:
according to the keywords in the field to be searched, matching each question to be selected containing the keywords in the pre-stored question database;
determining a scoring result of each question to be selected according to the question asking times and the question asking time of each question to be selected and by combining a preset scoring factor;
and according to the scoring result of each question to be selected, scoring descending order is carried out on each question to be selected, and a plurality of associated questions are obtained.
In a specific embodiment, when a user inputs a field to be searched of a problem, firstly identifying the field to be searched, obtaining a problem keyword, searching a pre-stored problem database based on the problem keyword to obtain a problem to be selected related to the problem keyword, and sorting the problem to be selected in a descending order by calculating the score of the problem to be selected, thereby listing n associated problems most likely to be required by the user for the user to select; the method comprises the following steps:
score factor configuration (modifiable):
question interval when day is greater than 1 month and less than 1 year question times score factor=1;
question interval when day is greater than 1 week and less than 1 month question times score factor=5;
the question interval is less than 1 week on the same day, the question number score factor=10;
question association function score factor=50. The score calculation formula is as follows:
total score = 1 year question number score factor x 1 year question number +1 month question number score factor x 1 month question number +1 week question number score factor x 1 week question number score factor + question association function score factor;
finally, the scores of the questions to be selected are sorted in descending order, every 10 groups of questions are returned to the user for selection, and the user can also select the questions through switching the previous page and the next page.
Step 103: when the question-answering instruction is determined to be a manual question-answering instruction, establishing session connection between the target client and the customer service end, so that a user can conduct question-answering operation to customer service personnel of the customer service end according to the established session connection.
In this embodiment, the establishing session connection between the target client and the customer service side includes:
acquiring the time for a client to be connected to initiate session connection with a customer service end, and numbering in a queuing queue according to the time sequence; wherein, the client to be connected is a client entering a queuing queue;
and selecting the client to be connected with the number of the preset number as a target client, and establishing session connection between the target client and the customer service terminal.
In this embodiment, after the session connection between the target client and the customer service end is established, the method further includes: and removing the target client from the queuing queue, and subtracting one from the number of all the clients to be connected in the queuing queue.
In this embodiment, after the user performs a question-answering operation to a customer service person at the customer service end according to the established session connection, the method further includes:
receiving a to-be-input question and an answer corresponding to the to-be-input question input by customer service personnel;
and updating the pre-stored problem database according to the to-be-recorded problem and the answer corresponding to the to-be-recorded problem.
In a specific embodiment, when the user encounters an problematic miscellaneous disease and solves the difficult miscellaneous disease through the above approach or wants to communicate with customer service directly, the method of manual service can solve one-to-one:
the user clicks the manual floating window control to enter the queuing queue, and the user can select to exit; the queuing queue specifically comprises: after the manual customer service processes the previous consultation, selecting the next user in the queuing queue, and establishing a session between the two parties by the system;
the user and the manual customer service answer one to one;
and the user ends the current session after obtaining the answer to the question.
In a specific embodiment, the customer service of the customer service side may select to update the question time, question times, answers and keywords of some important system questions to the pre-stored question database according to the question condition of the manual questions and answers, and if the important questions are found to be already in the pre-stored question database but not include keywords, supplement the new keywords to the corresponding question items in the corresponding pre-stored question database. I.e. a field in the database where the question has a key, the administrator can enumerate all keys related to the question here, which can be updated in real time.
In a specific embodiment, the keywords are found to list which ones, if one is not found or found to be not wanted by the user, the manual service is found finally, after the manual service is finished, if the problem is found to be in the existing list, and the keywords input by the user before are related to the problem, the keywords can be added to the problem.
In one embodiment, when each question is selected by the user, it is added by one to the number of questions asked in the pre-stored question database.
According to the method, the question and answer instruction selected by the user is judged according to the operation of the user on the target client interface; when the question-answering instruction is judged to be a keyword searching instruction, matching the associated problems according to a field to be searched input by a user in a target client interface, and displaying the associated problems obtained by matching on the target client interface, so that the user can select according to the displayed associated problems, and answer can be called in a pre-stored problem database in response to the associated problems selected by the user, and the problem searching function is realized; when the question-answering instruction is judged to be a manual question-answering instruction, session connection between the target client and the customer service end is established, so that a user can answer questions to customer service personnel through the session connection, and the function of manual question-answering is reserved. For the common problems and the high-frequency problems, the system is directly prompted by the problem recommendation instruction, and the user can directly select the problem; for the common problems, a user can find a solution through keyword searching; when the problem of difficult and complicated symptoms is met less frequently, a solution can not be found, and the problem can be solved by one-to-one help of manual customer service. The embodiment can improve the user experience at the user side and reduce the operation cost of the company.
Example two
Referring to fig. 2, fig. 2 is a schematic structural diagram of a multi-mode question-answering control device according to an embodiment of the present invention, including: a question-answer instruction determination module 201, a keyword search instruction module 202, and a manual question-answer instruction module 203;
the question and answer instruction determining module 201 is configured to determine a question and answer instruction according to an operation of a user on a target client interface; wherein, the question-answering instruction comprises: keyword search instructions and manual question-answering instructions;
the keyword search instruction module 202 is configured to, when the question-answer instruction is determined to be a keyword search instruction, match and obtain, according to a field to be searched input by a user in the target client interface, a plurality of associated questions corresponding to the field to be searched, and display the plurality of associated questions in the target client interface, so that the user selects the plurality of associated questions according to the displayed associated questions, and then invokes corresponding answers in a preset pre-stored question database according to the selected associated questions; wherein the preset pre-stored problem database comprises: all pre-stored questions and answers corresponding to all pre-stored questions respectively;
the manual question and answer instruction module 203 is configured to establish a session connection between the target client and the customer service terminal when the question and answer instruction is determined to be a manual question and answer instruction, so that a user performs a question and answer operation on a customer service person at the customer service terminal according to the established session connection.
As an improvement of the above solution, the question-answering instruction further includes: a question recommendation instruction; the control method further comprises the following steps: a question recommending module 204;
the question recommending module 204 is configured to, when the question answering instruction is determined to be a question recommending instruction, calculate a frequency score for each pre-stored question according to the question number and the question time of each pre-stored question in combination with a preset score factor, and obtain a score result of each pre-stored question;
selecting each prestored problem with the score result larger than the score threshold value as a recommendation problem;
displaying each recommended problem in the target client interface so that a user can select according to the displayed recommended problem;
and calling an answer corresponding to the selected recommended question through a preset pre-stored question database.
As an improvement of the above solution, the target client interface includes: a search box control and a manual floating window control; the problem instruction determination module includes: a keyword search determining unit, a manual question-answer determining unit, and a question recommendation determining unit;
the keyword search determining unit is used for determining that the question-answering instruction is a keyword search instruction when the fact that the user clicks the search box control is detected;
the manual question-answering determining unit is used for determining that the question-answering instruction is a manual question-answering instruction when the fact that the user clicks the manual floating window control is detected;
and the question recommendation determining unit is used for determining the question answering instruction as a question recommendation instruction when the fact that the user clicks the search box control and the user clicks the manual floating window control is not detected.
As an improvement of the above solution, the matching, according to a field to be searched input by a user in the target client interface, to obtain a plurality of association questions corresponding to the field to be searched includes:
according to the keywords in the field to be searched, matching each question to be selected containing the keywords in the pre-stored question database;
determining a scoring result of each question to be selected according to the question asking times and the question asking time of each question to be selected and by combining a preset scoring factor;
and according to the scoring result of each question to be selected, scoring descending order is carried out on each question to be selected, and a plurality of associated questions are obtained.
As an improvement of the above solution, the establishing session connection between the target client and the customer service side includes:
acquiring the time for a client to be connected to initiate session connection with a customer service end, and numbering in a queuing queue according to the time sequence; wherein, the client to be connected is a client entering a queuing queue;
and selecting the client to be connected with the number of the preset number as a target client, and establishing session connection between the target client and the customer service terminal.
As an improvement of the above solution, after the session connection between the target client and the customer service end is established, the method further includes: and removing the target client from the queuing queue, and subtracting one from the number of all the clients to be connected in the queuing queue.
As an improvement of the above solution, after the user performs a question-answering operation to a customer service person at the customer service end according to the established session connection, the method further includes:
receiving a to-be-input question and an answer corresponding to the to-be-input question input by customer service personnel;
and updating the pre-stored problem database according to the to-be-recorded problem and the answer corresponding to the to-be-recorded problem.
According to the method, a question instruction is determined by a question instruction determining module according to the operation of a user on a target client interface; when the question-answering instruction is determined to be a keyword searching instruction, a keyword searching instruction module is used for obtaining a plurality of associated questions corresponding to the to-be-searched field according to matching of the to-be-searched field input by a user in a target client interface, and the associated questions are displayed in the target client interface so as to respond to the associated questions selected by the user through a pre-stored question database and obtain answers corresponding to the selected associated questions; when the question-answering instruction is determined to be the manual question-answering instruction, the session connection of the target client side to the customer service side is established through the manual question-answering instruction module, so that a user can directly answer questions with the customer service. The embodiment is based on two modes for solving the user problems, and can quickly help the user to obtain the answers without manual intervention, and waiting for customer service on-line time is not needed, so that the invention improves the problem solving efficiency in websites or software.
Example III
Referring to fig. 3, fig. 3 is a schematic structural diagram of a terminal device according to an embodiment of the present invention.
A terminal device of this embodiment includes: a processor 301, a memory 302 and a computer program stored in said memory 302 and executable on said processor 301. The processor 301, when executing the computer program, implements the steps in the embodiment of the above-described control method of each multimode question-answer, for example, all the steps of the control method of multimode questions-answers shown in fig. 1. Alternatively, the processor may implement functions of each module in the above-described device embodiments when executing the computer program, for example: all modules of the multi-mode question-answering control device shown in fig. 2.
In addition, the embodiment of the invention also provides a computer readable storage medium, which comprises a stored computer program, wherein the computer program is used for controlling equipment where the computer readable storage medium is located to execute the multi-mode question-answering control method according to any embodiment.
It will be appreciated by those skilled in the art that the schematic diagram is merely an example of a terminal device and does not constitute a limitation of the terminal device, and may include more or less components than illustrated, or may combine certain components, or different components, e.g., the terminal device may further include an input-output device, a network access device, a bus, etc.
The processor 301 may be a central processing unit (Central Processing Unit, CPU), but may also be other general purpose processors, digital signal processors (Digital Signal Processor, DSP), application specific integrated circuits (Application Specific Integrated Circuit, ASIC), off-the-shelf programmable gate arrays (Field-Programmable Gate Array, FPGA) or other programmable logic devices, discrete gate or transistor logic devices, discrete hardware components, or the like. The general purpose processor may be a microprocessor or the processor may be any conventional processor or the like, and the processor 301 is a control center of the terminal device, and connects various parts of the entire terminal device using various interfaces and lines.
The memory 302 may be used to store the computer program and/or module, and the processor 301 may implement various functions of the terminal device by running or executing the computer program and/or module stored in the memory and invoking data stored in the memory 302. The memory 302 may mainly include a storage program area and a storage data area, wherein the storage program area may store an operating system, an application program (such as a sound playing function, an image playing function, etc.) required for at least one function, and the like; the storage data area may store data (such as audio data, phonebook, etc.) created according to the use of the handset, etc. In addition, the memory may include high-speed random access memory, and may also include non-volatile memory, such as a hard disk, memory, plug-in hard disk, smart Media Card (SMC), secure Digital (SD) Card, flash Card (Flash Card), at least one disk storage device, flash memory device, or other volatile solid-state storage device.
Wherein the terminal device integrated modules/units may be stored in a computer readable storage medium if implemented in the form of software functional units and sold or used as stand alone products. Based on such understanding, the present invention may implement all or part of the flow of the method of the above embodiment, or may be implemented by a computer program to instruct related hardware, where the computer program may be stored in a computer readable storage medium, and when the computer program is executed by a processor, the computer program may implement the steps of each of the method embodiments described above. Wherein the computer program comprises computer program code which 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 above-described apparatus embodiments are merely illustrative, and the units described as separate units may or may not be physically separate, and units shown as units may or may not be physical units, may be located in one place, or may be distributed over a plurality of network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the solution of this embodiment. In addition, in the drawings of the embodiment of the device provided by the invention, the connection relation between the modules represents that the modules have communication connection, and can be specifically implemented as one or more communication buses or signal lines. Those of ordinary skill in the art will understand and implement the present invention without undue burden.
While the foregoing is directed to the preferred embodiments of the present invention, it will be appreciated by those skilled in the art that changes and modifications may be made without departing from the principles of the invention, such changes and modifications are also intended to be within the scope of the invention.
Claims (10)
1. A method for controlling a multi-mode question and answer, comprising:
determining a question-answer instruction according to the operation of a user on a target client interface; wherein, the question-answering instruction comprises: keyword search instructions and manual question-answering instructions;
when the question-answering instruction is determined to be a keyword searching instruction, matching to obtain a plurality of associated questions corresponding to the to-be-searched field according to the to-be-searched field input by a user in the target client interface, displaying the plurality of associated questions in the target client interface so that the user can select the plurality of associated questions according to the displayed associated questions, and then calling corresponding answers in a preset pre-stored question database according to the selected associated questions; wherein the preset pre-stored problem database comprises: all pre-stored questions and answers corresponding to all pre-stored questions respectively;
when the question-answering instruction is determined to be a manual question-answering instruction, establishing session connection between the target client and the customer service end, so that a user can conduct question-answering operation to customer service personnel of the customer service end according to the established session connection.
2. The method for controlling a multi-mode question-answer according to claim 1, wherein the question-answer instruction further comprises: a question recommendation instruction; the control method further comprises the following steps:
when the question-answering instruction is determined to be a question recommending instruction, according to the question asking times and the question asking time of each pre-stored question, carrying out frequency score calculation on each pre-stored question by combining with a preset score factor to obtain a score result of each pre-stored question;
selecting each prestored problem with the score result larger than the score threshold value as a recommendation problem;
displaying each recommended problem in the target client interface so that a user can select according to the displayed recommended problem;
and calling an answer corresponding to the selected recommended question through a preset pre-stored question database.
3. The method for controlling multi-mode question-answering according to claim 2, wherein the target client interface includes: a search box control and a manual floating window control; the determining the question-answer instruction according to the operation of the user at the target client side comprises the following steps:
when the fact that the user clicks the search box control is detected, determining that the question-answering instruction is a keyword searching instruction;
when the fact that the user clicks the manual floating window control is detected, determining that the question-answering instruction is a manual question-answering instruction;
and when the fact that the user clicks the search box control and the user clicks the manual floating window control is not detected, determining that the question-answering instruction is a question recommending instruction.
4. The method for controlling multi-mode question-answering according to claim 2, wherein the matching, according to a field to be searched entered by a user in the target client interface, of a plurality of associated questions corresponding to the field to be searched includes:
according to the keywords in the field to be searched, matching each question to be selected containing the keywords in the pre-stored question database;
determining a scoring result of each question to be selected according to the question asking times and the question asking time of each question to be selected and by combining a preset scoring factor;
and according to the scoring result of each question to be selected, scoring descending order is carried out on each question to be selected, and a plurality of associated questions are obtained.
5. The method for controlling multi-mode question answering according to claim 1, wherein the establishing session connection between the target client and the customer service side includes:
acquiring the time for a client to be connected to initiate session connection with a customer service end, and numbering in a queuing queue according to the time sequence; wherein, the client to be connected is a client entering a queuing queue;
and selecting the client to be connected with the number of the preset number as a target client, and establishing session connection between the target client and the customer service terminal.
6. The method for controlling multi-mode question answering according to claim 5, further comprising, after the session connection between the target client and the customer service is established: and removing the target client from the queuing queue, and subtracting one from the number of all the clients to be connected in the queuing queue.
7. The method for controlling multi-mode questions and answers as claimed in claim 1, wherein after the user performs questions and answers operation to customer service personnel at customer service end according to the established session connection, the method further comprises:
receiving a to-be-input question and an answer corresponding to the to-be-input question input by customer service personnel;
and updating the pre-stored problem database according to the to-be-recorded problem and the answer corresponding to the to-be-recorded problem.
8. A multi-mode question-answering control device, comprising: the system comprises a question and answer instruction determining module, a keyword searching instruction module and a manual question and answer instruction module;
the question-answering instruction determining module is used for determining a question-answering instruction according to the operation of a user on a target client interface; wherein, the question-answering instruction comprises: keyword search instructions and manual question-answering instructions;
the keyword search instruction module is used for matching and obtaining a plurality of associated questions corresponding to the to-be-searched field according to the to-be-searched field input by a user in the target client interface when the question and answer instruction is determined to be a keyword search instruction, displaying the plurality of associated questions in the target client interface so that the user can select according to the plurality of displayed associated questions, and then calling corresponding answers in a preset pre-stored question database according to the selected associated questions; wherein the preset pre-stored problem database comprises: all pre-stored questions and answers corresponding to all pre-stored questions respectively;
and the manual question-answering instruction module is used for establishing session connection between the target client and the customer service side when the question-answering instruction is determined to be a manual question-answering instruction, so that a user can conduct question-answering operation to customer service personnel at the customer service side according to the established session connection.
9. A computer terminal device comprising a processor, a memory and a computer program stored in the memory and configured to be executed by the processor, the processor implementing a multi-mode question-answering control method according to any one of claims 1 to 7 when the computer program is executed.
10. A computer readable storage medium, characterized in that the computer readable storage medium comprises a stored computer program, wherein the computer program, when run, controls a device in which the computer readable storage medium is located to execute a multi-mode question-answering control method according to any one of claims 1 to 7.
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| CN202310541371.XA CN116737890A (en) | 2023-05-12 | 2023-05-12 | Multi-mode question and answer control method and device, terminal equipment and storage medium |
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