CN117788003A - Chat robot application service quality evaluation method, computer equipment and medium - Google Patents
Chat robot application service quality evaluation method, computer equipment and medium Download PDFInfo
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Abstract
The present disclosure provides a chat robot application service quality evaluation method for evaluating service quality of a chat robot service provider application, the method comprising: collecting operation data of service providing terminal application, and calculating dimension evaluation parameters according to the operation data; calculating comprehensive evaluation parameters according to preset weights and dimension evaluation parameters; evaluating the service quality of the service provider application according to the comprehensive evaluation parameters to obtain a service quality evaluation result; according to the embodiment of the disclosure, the chat robot application service quality can be evaluated from multiple dimensions, and the chat robot application service quality is further converted into comprehensive evaluation parameters which are easy to display and understand, so that the chat robot application service provider with good service quality can be rapidly recommended to a terminal user, market resource release and market decision are accurately supported, and benign development of a green industry chain is driven. The present disclosure also provides a computer device and a readable medium.
Description
Technical Field
The disclosure relates to the technical field of communication, in particular to a chat robot application service quality evaluation method, computer equipment and a medium.
Background
5G communication is vigorously developed, various 5G applications are generated, and 5G information is taken as one of the first 5G applications in the ground, and huge business opportunities are reserved. In the current stage 5G message application, the chat robot message service occupies a relatively large area, the chat bot and the terminal ecology are developed vigorously, and the chat bot access is supported by the application in the fields of finance, folk life, media, traffic, logistics, electronic commerce, education, medical treatment and the like; the key of the innovation and innovation of the 5G message serving as the traditional short message service is how to evaluate and measure the quality of the traditional short message service in the complex application of chatbot application, and a powerful decision basis is provided for market direction and service development.
In the 5G message system, when a user searches for a chatbot service, all chatbot names or all chatbot service providers containing the keywords in the description are displayed to the user according to keywords input by the user during searching, and the user cannot quickly select a proper chatbot service from a large amount of feedback information. As a novelty, 5G messages are not currently available in mature, borrowable schemes to describe evaluating the quality of service of chatbot applications.
Disclosure of Invention
The disclosure provides a chat robot application service quality evaluation method, a chat robot application service quality evaluation device, computer equipment and a readable medium.
In a first aspect, an embodiment of the present disclosure provides a method for evaluating service quality of a chat robot application, configured to evaluate service quality of a chat robot service provider application, where the method includes:
collecting operation data of service providing terminal application;
calculating dimension evaluation parameters according to the operation data;
calculating comprehensive evaluation parameters according to preset weights and the dimension evaluation parameters;
and evaluating the service quality of the service provider application according to the comprehensive evaluation parameters to obtain a service quality evaluation result.
In yet another aspect, the disclosed embodiments also provide a computer device, comprising: one or more processors; a storage device having one or more programs stored thereon; the one or more programs, when executed by the one or more processors, cause the one or more processors to implement the chat robot application quality of service assessment method as described above.
In yet another aspect, the disclosed embodiments also provide a computer readable medium having a computer program stored thereon, wherein the program when executed implements the chat robot application quality of service assessment method as described above.
The chat robot application service quality evaluation method provided by the embodiment of the disclosure is used for evaluating the service quality of a chatbot service providing end application, and comprises the following steps: collecting operation data of service providing terminal application, and calculating dimension evaluation parameters according to the operation data; calculating comprehensive evaluation parameters according to preset weights and dimension evaluation parameters; evaluating the service quality of the service provider application according to the comprehensive evaluation parameters to obtain a service quality evaluation result; the embodiment of the disclosure can evaluate the chatbot application service quality from multiple dimensions, and further convert the multi-dimensional evaluation into comprehensive evaluation parameters which are easy to display and understand, so that the multi-dimensional evaluation parameters can be used for terminal searching scenes, and can rapidly recommend chatbot application service providers with good service quality to terminal users, accurately support market resource release and market decision, and drive benign development of a green industry chain.
Drawings
Fig. 1 is a schematic diagram of a chatbot application service quality evaluation flow provided in an embodiment of the disclosure;
fig. 2 is a schematic diagram of chatbot application service quality evaluation provided in an embodiment of the disclosure;
fig. 3 is a schematic diagram of a chatbot application service quality evaluation flow provided in an embodiment of the disclosure;
fig. 4 is a schematic diagram three of a chatbot application service quality evaluation flow provided in an embodiment of the disclosure;
fig. 5 is a schematic block diagram of a chatbot application service quality evaluation device according to an embodiment of the disclosure.
Detailed Description
Example embodiments will be described more fully hereinafter with reference to the accompanying drawings, but may be embodied in various forms and should not be construed as limited to the embodiments set forth herein. Rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the scope of the disclosure to those skilled in the art.
As used herein, the term "and/or" includes any and all combinations of one or more of the associated listed items.
The terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the disclosure. As used herein, the singular forms "a," "an," and "the" are intended to include the plural forms as well, unless the context clearly indicates otherwise. It will be further understood that the terms "comprises" and/or "comprising," when used in this specification, specify the presence of stated features, integers, steps, operations, elements, and/or components, but do not preclude the presence or addition of one or more other features, integers, steps, operations, elements, components, and/or groups thereof.
Embodiments described herein may be described with reference to plan and/or cross-sectional views with the aid of idealized schematic diagrams of the present disclosure. Accordingly, the example illustrations may be modified in accordance with manufacturing techniques and/or tolerances. Thus, the embodiments are not limited to the embodiments shown in the drawings, but include modifications of the configuration formed based on the manufacturing process. Thus, the regions illustrated in the figures have schematic properties and the shapes of the regions illustrated in the figures illustrate the particular shapes of the regions of the elements, but are not intended to be limiting.
Unless otherwise defined, all terms (including technical and scientific terms) used herein have the same meaning as commonly understood by one of ordinary skill in the art. It will be further understood that terms, such as those defined in commonly used dictionaries, should be interpreted as having a meaning that is consistent with their meaning in the context of the relevant art and the present disclosure, and will not be interpreted in an idealized or overly formal sense unless expressly so defined herein.
In the embodiment of the disclosure, the service provider refers to an application service provider, the chat ticket booking application is taken as an example, the service provider refers to each airline company, and the service quality of the ticket booking application of each airline company of the chat can be evaluated by using the scheme of the embodiment of the disclosure.
Fig. 1 is a schematic diagram of a chatbot application service quality evaluation flow provided by an embodiment of the disclosure, and fig. 2 is a schematic diagram of a chatbot application service quality evaluation flow provided by an embodiment of the disclosure. As shown in fig. 1 to 3, the chat robot application service quality evaluation method includes the following steps:
and 11, collecting operation data of the service providing end application.
In this step, for each service provider application in the chatbot, the operation data may be collected according to a preset period.
And step 12, calculating dimension evaluation parameters according to the operation data.
The dimension-rating parameter may be plural.
And step 13, calculating comprehensive evaluation parameters according to the preset weights and the dimension evaluation parameters.
In this step, the chatbot service provider application is used as a statistical dimension to perform comprehensive sorting, and the respective weights of the dimension evaluation parameters can be preset, and the corresponding comprehensive evaluation parameters are calculated for each chatbot service provider application, so as to reflect the comprehensive quality index of the chatbot service provider application.
In the embodiment of the disclosure, a weight is set for each dimension evaluation parameter in advance, and the comprehensive evaluation parameter is calculated by means of weighted average.
And step 14, evaluating the service quality of the service provider application according to the comprehensive evaluation parameters to obtain a service quality evaluation result.
The chat robot application service quality evaluation method provided by the embodiment of the disclosure is used for evaluating the service quality of a chatbot service providing end application, and comprises the following steps: collecting operation data of service providing terminal application, and calculating dimension evaluation parameters according to the operation data; calculating comprehensive evaluation parameters according to preset weights and dimension evaluation parameters; evaluating the service quality of the service provider application according to the comprehensive evaluation parameters to obtain a service quality evaluation result; the embodiment of the disclosure can evaluate the chatbot application service quality from multiple dimensions, and further convert the multi-dimensional evaluation into comprehensive evaluation parameters which are easy to display and understand, so that the multi-dimensional evaluation parameters can be used for terminal searching scenes, and can rapidly recommend chatbot application service providers with good service quality to terminal users, accurately support market resource release and market decision, and drive benign development of a green industry chain.
In some embodiments, the operational data includes at least one of: the number of messages sent and received, the number of user complaints, the user behavioral characteristics, the number of messages intercepted by the security management and control platform.
In some embodiments, the dimension-rating parameter comprises at least one of: availability rating parameters, audience rating parameters, popularity rating parameters, business compliance rating parameters.
In some embodiments, the calculating the dimension-rating parameter from the operational data includes at least one of:
(1) And determining the success rate of message receiving and transmitting according to the sent and received messages, and calculating the availability evaluation parameter according to the success rate of message receiving and transmitting.
The usability evaluation parameters are obtained according to the success rate of message sending and receiving, the success rate of message sending and receiving is determined according to the sent and received messages, and the usability evaluation parameters are used for considering the compliance of the chatbot application related to the 5G message index establishment algorithm with the network and the terminal and the stability of the service, so that the health of the 5G message network can be improved.
The chatbot service providing end application is taken as a statistical dimension, analysis and data mining are carried out aiming at the success rate of the message receiving and sending service of the chatbot service providing end application, and the statistics of the message receiving and sending success rate of the chatbot service providing end application are carried out in a targeted mode, so that the chatbot service providing end application of top N is displayed, and the availability degree and the stability of the chatbot service are reflected.
(2) And calculating audience evaluation parameters according to the number of user complaints.
The audience rating parameters are obtained according to the number of active complaints of users, and the larger the complaint amount is, the lower the audience rating is, so that decision basis can be provided for the release of market resources.
And analyzing and data mining based on complaint behaviors of the user uplink chatbot service providing end application by taking the chatbot service providing end application as a statistical dimension, and counting according to the number of complaints of the user in a targeted manner, and displaying the chatbot service providing end application of top N so as to reflect the audience degree of the chatbot service.
(3) And calculating the popularity evaluation parameter according to the user behavior characteristics.
The popularity evaluation parameters are analyzed and data mined according to the on-demand behaviors of the user uplink chatbots, the preference degree of the user to the service is considered, the higher the number of the uplink behaviors is, the higher the popularity is, and the accurate marketing support can be provided for the market.
The analysis and data mining basis may be: user behavior characteristic data such as the searched times of the chatbot service providing end application, the click rate of push messages, the message interaction times of users and the chabots, the message browsing time length and the like. The chatbot service providing terminal application is used as a statistical dimension, and the chatbot service providing terminal application of top N is counted and displayed according to the popularity degree in a targeted manner, so that the popularity degree of the chatbot service is reflected.
(4) And calculating a service compliance evaluation parameter according to the number of the messages intercepted by the safety control platform.
The service compliance evaluation parameters are obtained according to the number of the messages intercepted by the safety control platform, and the smaller the number of the messages intercepted by the safety control platform is, the higher the service compliance is, so that the chatbot application purity can be improved.
And taking the chatbot service providing end application as a statistical dimension, analyzing and data mining the intercepted message after the message compliance authentication is carried out based on MAAP (Massage As a Platform, message, namely platform) to security management and control, and carrying out statistics according to the quantity of the intercepted message in a targeted manner to display the chatbot service providing end application of top N so as to reflect the compliance degree of the chatbot service.
In some embodiments, the service quality evaluation result includes a service quality grade, and the evaluating the service quality of the service provider application according to the comprehensive evaluation parameter obtains a service quality evaluation result (i.e. step 14), including the following steps: and determining the service quality grade of the service provider application according to the preset mapping relation between the comprehensive evaluation parameter and the service quality grade and the comprehensive evaluation parameter. That is, the mapping relation between the comprehensive evaluation parameter and the quality of service level is preset, the comprehensive evaluation parameter can be quantized into a value of 0-1, and a plurality of value ranges are divided in a value interval of 0-1 to correspond to different quality of service levels, so that the mapping relation between the comprehensive evaluation parameter and the quality of service level is obtained. In this step, the mapping relationship between the comprehensive evaluation parameters and the quality of service level is queried according to the comprehensive evaluation parameters obtained in step 13, so as to obtain the corresponding quality of service level.
In some embodiments, as shown in fig. 3, after the service quality of the service provider application is evaluated according to the comprehensive evaluation parameter, and a service quality evaluation result is obtained (i.e. step 14), the service quality evaluation method for the chat robot application further includes the following steps:
step 15, displaying at least one of the following parameters of the service provider application: dimension evaluation parameters, comprehensive evaluation parameters and service quality evaluation results.
In this step, various evaluation parameters of the chatbot service provider application may be displayed at the back end, so that the user identifies the chatbot service provider application with good service development effect or the service requiring modification.
In some embodiments, as shown in fig. 4, after the service quality of the service provider application is evaluated according to the comprehensive evaluation parameter, and a service quality evaluation result is obtained (i.e. step 14), the service quality evaluation method for the chat robot application further includes the following steps:
and step 15', under the condition of receiving the service inquiry request, sequencing the service quality evaluation results applied by each service providing end according to the service inquiry request to obtain a service quality evaluation sequence.
In this step, under the condition that a service query request of a user is received, applications of each service provider may be ordered according to the order from high to low of the service quality level, so as to obtain a service quality evaluation sequence.
And step 16', displaying the information of the preset number of service provider applications according to the service quality evaluation sequence.
In the step, information of the first N service providing end applications with higher service quality grades in the service quality evaluation sequence is displayed to the user, wherein N is a preset number.
In some embodiments, the information of the service provider application includes: the name of the service provider application, or the service quality evaluation result corresponding to the name of the service provider application and the name of the service provider application. That is, only the name of the chatbot service provider application may be shown to the user, or the name of the chatbot service provider application and the quality of service level of the application may be shown to the user at the same time.
To achieve the foregoing description of the embodiments, the embodiments of the present disclosure further provide a chat robot application service quality evaluation apparatus, as shown in fig. 5, where the chat robot application service quality evaluation apparatus includes, but is not limited to, the following implementation modules:
and the information collection module is used for recording the operation process data of the chatbot service providing end application, writing the operation process data into a file and providing access service, file type message storage and downloading service for the terminal user.
The data processing module is used for reading and analyzing the data collected by the information collecting module, summarizing the original data according to a set measurement model, classifying, sorting and extracting the operation process data by taking the chatbot service providing end application as a dimension, and obtaining the operation data (dimension evaluation parameters and comprehensive evaluation parameters) of the chatbot service providing end application so as to quantitatively analyze and qualitatively summarize the quality of the chatbots.
And the maintenance management module is used for configuring the weight of each dimension, displaying and presenting the analysis result.
And the data storage module is used for storing the statistical analysis data.
And the search processing module is used for recommending the chatbot service providing end application ranked at the top to the terminal user according to the service keyword input by the terminal user.
The embodiment of the disclosure carries out multidimensional statistics and summarization on the information sending condition, the user complaint condition, the user uplink behavior condition and the intercepted condition of the chatbot information due to safety control of the chatbot service providing end application, carries out comprehensive sequencing by taking the chatbot service providing end application as a dimension, and identifies the service quality of the chatbot. Through multidimensional evaluation and measurement, the chatbots with good service development and the chatbots with service needing to be modified are identified, data support can be carried out for the 5G message service promoted in government and enterprise markets, and meanwhile, the chatbots with urgent need of modification are subjected to command for limit modification. Meanwhile, the method is oriented to the search query of the terminal user, and the service application and the service quality grade of the application provider with the front comprehensive evaluation service grade are fed back quickly.
The newly-built 5G message chatbot service providing end application service four-dimensional measuring tool analyzes and digs by means of multidimensional data such as message sending and receiving work amount, complaint amount, management and control conditions, extracts four dimensions such as availability, audience, popularity, service compliance and the like, digs and ranks data, screens hot spot application, grabs users, merchants and market multiple contacts, realizes layered and hierarchical recommendation of the chatbot service providing end application, accurately supports market resource release and market decision, and drives benign development of green industry chains.
The disclosed embodiments also provide a computer device comprising: one or more processors and a storage device; wherein the storage device stores one or more programs, and when the one or more programs are executed by the one or more processors, the one or more processors implement the chat robot application service quality evaluation method provided in the foregoing embodiments.
The embodiments of the present disclosure also provide a computer readable medium having a computer program stored thereon, wherein the computer program when executed implements the chat robot application quality of service evaluation method as provided by the foregoing embodiments.
Those of ordinary skill in the art will appreciate that all or some of the steps of the methods, functional modules/units in the apparatus disclosed above may be implemented as software, firmware, hardware, and suitable combinations thereof. In a hardware implementation, the division between the functional modules/units mentioned in the above description does not necessarily correspond to the division of physical components; for example, one physical component may have multiple functions, or one function or step may be performed cooperatively by several physical components. Some or all of the physical components may be implemented as software executed by a processor, such as a central processing unit, digital signal processor, or microprocessor, or as hardware, or as an integrated circuit, such as an application specific integrated circuit. Such software may be distributed on computer readable media, which may include computer storage media (or non-transitory media) and communication media (or transitory media). The term computer storage media includes both volatile and nonvolatile, removable and non-removable media implemented in any method or technology for storage of information such as computer readable instructions, data structures, program modules or other data, as known to those skilled in the art. Computer storage media includes, but is not limited to, RAM, ROM, EEPROM, flash memory or other memory technology, CD-ROM, digital Versatile Disks (DVD) or other optical disk storage, magnetic cassettes, magnetic tape, magnetic disk storage or other magnetic storage devices, or any other medium which can be used to store the desired information and which can be accessed by a computer. Furthermore, as is well known to those of ordinary skill in the art, communication media typically embodies computer readable instructions, data structures, program modules or other data in a modulated data signal such as a carrier wave or other transport mechanism and includes any information delivery media.
Example embodiments have been disclosed herein, and although specific terms are employed, they are used and should be interpreted in a generic and descriptive sense only and not for purpose of limitation. In some instances, it will be apparent to one skilled in the art that features, characteristics, and/or elements described in connection with a particular embodiment may be used alone or in combination with other embodiments unless explicitly stated otherwise. It will therefore be understood by those of ordinary skill in the art that various changes in form and details may be made therein without departing from the scope of the present invention as set forth in the following claims.
Claims (10)
1. A method for evaluating service quality of chat robot application, wherein the method is used for evaluating service quality of chat robot service provider application, and the method comprises:
collecting operation data of service providing terminal application;
calculating dimension evaluation parameters according to the operation data;
calculating comprehensive evaluation parameters according to preset weights and the dimension evaluation parameters;
and evaluating the service quality of the service provider application according to the comprehensive evaluation parameters to obtain a service quality evaluation result.
2. The method of claim 1, wherein the operational data comprises at least one of:
the number of messages sent and received, the number of user complaints, the user behavioral characteristics, the number of messages intercepted by the security management and control platform.
3. The method of claim 2, wherein the dimension-rating parameter comprises at least one of:
availability rating parameters, audience rating parameters, popularity rating parameters, business compliance rating parameters.
4. A method according to claim 3, wherein said calculating dimension-rating parameters from said operational data comprises at least one of:
determining a message receiving and transmitting success rate according to the sent and received messages, and calculating the availability evaluation parameter according to the message receiving and transmitting success rate;
calculating the audience rating parameter according to the number of the user complaints;
calculating the popularity evaluation parameter according to the user behavior characteristics;
and calculating the service compliance evaluation parameter according to the number of the messages intercepted by the safety control platform.
5. The method of claim 1, wherein the quality of service evaluation result includes a quality of service level, and the evaluating the quality of service of the service provider application according to the comprehensive evaluation parameter, to obtain the quality of service evaluation result, includes:
and determining the service quality grade of the service providing end application according to the preset mapping relation between the comprehensive evaluation parameter and the service quality grade and the comprehensive evaluation parameter.
6. The method of claim 5, wherein after evaluating the service quality of the service provider application according to the comprehensive evaluation parameter to obtain a service quality evaluation result, the method further comprises:
and displaying at least one of the following parameters of the service provider application: the dimension evaluation parameter, the comprehensive evaluation parameter and the service quality evaluation result.
7. The method according to any one of claims 1 to 6, wherein after evaluating the service quality of the service provider application according to the comprehensive evaluation parameter, the method further comprises:
under the condition of receiving a service query request, sequencing service quality evaluation results applied by each service providing end according to the service query request to obtain a service quality evaluation sequence;
and displaying the information of the preset number of service provider applications according to the service quality evaluation sequence.
8. The method of claim 7, wherein the information of the service provider application comprises: the name of the service providing end application, or the name of the service providing end application and the service quality evaluation result corresponding to the name of the service providing end application.
9. A computer device, comprising:
one or more processors;
a storage device having one or more programs stored thereon;
the one or more programs, when executed by the one or more processors, cause the one or more processors to implement the chat robot application quality of service assessment method of any of claims 1-8.
10. A computer readable medium having stored thereon a computer program, wherein the program when executed implements the chat robot application quality of service assessment method of any of claims 1-8.
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| CN202211127695.0A CN117788003A (en) | 2022-09-16 | 2022-09-16 | Chat robot application service quality evaluation method, computer equipment and medium |
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| CN202211127695.0A CN117788003A (en) | 2022-09-16 | 2022-09-16 | Chat robot application service quality evaluation method, computer equipment and medium |
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