WO2021143098A1 - Method, apparatus, electronic device, and storage medium for automatically adjusting user priority - Google Patents
Method, apparatus, electronic device, and storage medium for automatically adjusting user priority Download PDFInfo
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- WO2021143098A1 WO2021143098A1 PCT/CN2020/105547 CN2020105547W WO2021143098A1 WO 2021143098 A1 WO2021143098 A1 WO 2021143098A1 CN 2020105547 W CN2020105547 W CN 2020105547W WO 2021143098 A1 WO2021143098 A1 WO 2021143098A1
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/33—Querying
- G06F16/3331—Query processing
- G06F16/334—Query execution
- G06F16/3343—Query execution using phonetics
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
- G06Q10/06315—Needs-based resource requirements planning or analysis
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/02—Marketing; Price estimation or determination; Fundraising
- G06Q30/0201—Market modelling; Market analysis; Collecting market data
Definitions
- This application relates to the field of machine learning in the field of artificial intelligence, and in particular to a method, device, electronic device, and storage medium for automatically adjusting user priority.
- terminals that push various resources generally send related resources to the user terminal together, and usually do not consider whether the user needs it or not.
- This resource also lacks interaction with users to understand user needs, and cannot push the required resources for users in a targeted manner, causing some resources to mismatch with user needs, which results in a waste of resources.
- the present application provides a method, device, electronic device, and storage medium for automatically adjusting user priority.
- a method for automatically adjusting user priority including:
- the user tag When the keyword is searched out from the text information, the user tag is updated from the initial tag to the first tag, and when the keyword cannot be searched out from the text information, the user tag is updated The user label is updated from the initial label to the second label;
- the priority of the user whose user label is the first label is increased, and the priority of the user whose user label is the second label is lowered.
- a device for automatically adjusting user priority including:
- the first obtaining module is configured to obtain an identification of a user whose user tag is an initial tag
- a sending module configured to send a return visit voice to the user based on the user's identity
- the second obtaining module is configured to obtain the reply voice of the user for the return visit voice
- the third acquisition module is configured to acquire text information corresponding to the reply voice based on natural language processing NLP technology
- the search module is configured to search for keywords matching the keyword table in the text information based on a preset keyword table
- the update module is configured to update the user tag from the initial tag to the first tag when the keyword is searched out from the text information, and when the keyword cannot be searched out from the text information When, update the user label from the initial label to the second label;
- the priority adjustment module is configured to increase the priority of the user whose user label is the first label, and lower the priority of the user whose user label is the second label.
- an electronic device that automatically adjusts user priority including:
- Memory configured to store executable instructions
- the processor is configured to execute executable instructions stored in the memory, and the processor is configured to execute the following processing when executing the executable instructions:
- the user tag When the keyword is searched out from the text information, the user tag is updated from the initial tag to the first tag, and when the keyword cannot be searched out from the text information, the user tag is updated The user label is updated from the initial label to the second label;
- the priority of the user whose user label is the first label is increased, and the priority of the user whose user label is the second label is lowered.
- a computer-readable program medium which stores computer program instructions, and when the computer program instructions are executed by a computer, the computer executes the following processing:
- the user tag When the keyword is searched out from the text information, the user tag is updated from the initial tag to the first tag, and when the keyword cannot be searched out from the text information, the user tag is updated The user label is updated from the initial label to the second label;
- the priority of the user whose user label is the first label is increased, and the priority of the user whose user label is the second label is lowered.
- This application discloses a method, device, electronic equipment and storage medium for automatically adjusting user priority.
- the priority of users can be automatically adjusted, so that the background control terminal can preferentially allocate related resources to users with high priority, so as to improve the matching rate and utilization of resources and reduce the waste of resources.
- Fig. 1 is a flowchart showing a method for automatically adjusting user priority according to an exemplary embodiment.
- FIG. 2 is a flowchart of the steps of sending a return visit voice to the user based on the user's identity in the embodiment corresponding to FIG. 1.
- Fig. 3 Fig. 1 corresponds to a flowchart of the steps after increasing the priority of the user whose user label is the first label, and lowering the priority of the user whose user label is the second label.
- Fig. 4 shows a diagram of an apparatus for automatically adjusting user priority according to an exemplary embodiment of the present application.
- Fig. 5 shows an architecture diagram of automatically adjusting user priority according to an exemplary embodiment of the present application.
- Fig. 6 shows a diagram of an electronic device that automatically adjusts user priority according to an exemplary embodiment of the present application.
- Fig. 7 shows a diagram of a computer-readable storage medium that automatically adjusts user priorities according to an exemplary embodiment of the present application.
- This application discloses a method for automatically adjusting the priority of users, and its purpose is to determine users with high priority, improve the matching rate and utilization of resources, and reduce the waste of resources.
- the method includes: obtaining an identification of a user whose user tag is the initial tag; sending a return speech to the user based on the user identification; obtaining the user's reply voice for the return speech; obtaining text information corresponding to the reply voice based on natural language processing technology; Based on the preset keyword table, search for keywords matching the keyword table in the text information; when the keyword is searched out from the text information, the user tag is updated from the initial tag to the first tag.
- the user label is updated from the initial label to the second label; the priority of the user of the first label is increased, and the priority of the user of the second label is lowered.
- This method can determine users with high priority levels, which is beneficial to prioritize the allocation of resources to users with high priority levels, improve the matching rate and utilization of resources, and reduce resource waste.
- Fig. 1 is a flow chart showing a method for automatically adjusting user priority according to an exemplary embodiment. As shown in the figure, the method includes:
- Step S100 Obtain an identifier of a user whose user tag is the initial tag
- Step S110 Send a return visit voice to the user based on the user's identity
- Step S120 Obtain the reply voice of the user for the return visit voice
- Step S130 Acquire text information corresponding to the reply voice based on natural language processing NLP technology
- Step S140 Based on a preset keyword table, search for keywords that match the keyword table in the text information;
- Step S150 When the keyword is searched out from the text information, update the user tag from the initial tag to the first tag, and when the keyword cannot be searched out from the text information, Updating the user label from the initial label to the second label;
- Step S160 Increase the priority of the user whose user label is the first label, and lower the priority of the user whose user label is the second label.
- the specific implementation steps of the method include:
- step S100 is to obtain an identification of a user whose user tag is an initial tag.
- a patient logs in to a related APP (such as Ping An Good Doctor) through a mobile phone, uses a medical insurance card, scans a two-dimensional code, etc., the user's identification is obtained, and the corresponding label of the user's identification is set as the initial identification.
- a related APP such as Ping An Good Doctor
- the identification of the user includes the user's phone number, WeChat ID, QQ number, mailbox, etc.
- the method further includes:
- the priority corresponding to the user is determined.
- the user’s identification is obtained to match and retrieve the stored user’s attribute data from the database.
- they can obtain the first This is not the only way to obtain the medical insurance card through the Internet when using the medical insurance card or through the local cloud system that the doctor logs into the network during on-site consultation with the doctor.
- the attribute data of the user includes age data, gender data, and problem description of the user.
- a score corresponding to the priority is obtained through calculation to determine the priority corresponding to the user.
- the attribute data of the user includes the user's problem description, before the priority corresponding to the user is determined, it includes:
- the question matching value of the user is obtained.
- the user attribute data obtained in the first step includes the user’s problem description.
- the problem description is mainly the patient’s description of their own condition, such as which part of the body is uncomfortable or painful, whether there is fever, cough, vomiting, convulsions, dizziness , Tinnitus, set a corresponding question keyword table for the question keywords that may appear in the problem description, and based on the question keyword table, the user's question matching value can be obtained correspondingly to calculate the user's priority.
- the above question keyword table can be set to the following mode:
- each keyword table setting there can be other setting methods, for example: preset multiple keywords for the problem description, and each keyword describes the sign or symptom of the corresponding disease. According to the actual medical experience, each keyword is assigned a different value, and the sum of the corresponding values of all keywords extracted according to the problem description is used as the corresponding problem matching value.
- the attribute data of the user further includes age data and gender data of the user, and the determining the priority corresponding to the user based on the attribute data of the user includes:
- the user’s rating is determined according to the following formula:
- A is the age matching value of the user
- B is the question matching value of the user
- C is the gender matching value of the user
- a is the age correction coefficient
- A' is the standard age matching value
- B' is the standard Question matching value
- R is the final score of the user
- the priority corresponding to the user is determined.
- the corresponding age matching value and gender matching value are obtained according to the age data and gender data in the user attribute data through the preset age matching value table and gender matching value table, and the problem matching in the above steps is combined
- the value is brought into the user scoring formula, calculated to obtain the user’s score, and the user’s priority is determined based on the matching of the preset priority table in the subsequent steps through the score of each user.
- the corresponding age matching value and gender matching value are obtained according to the age data and gender data in the user attribute data through the preset age matching value table and gender matching value table.
- the age matching value of the user is determined through a preset age matching value table. Specifically, corresponding matching values can be set for different age groups according to different age groups of the users, such as:
- the above setting is an example, not a limitation.
- the age matching value is based on the resistance of the human body. The resistance of infants and the elderly is relatively low, while the resistance of young adults is relatively high. This is used as a basis for age
- the segment sets the corresponding matching value, that is, the preset age matching value, so that the corresponding age matching value can be obtained according to the user's age data.
- the gender matching value of the user is determined through a preset gender matching value table, for example:
- the gender matching value When the gender is male, the gender matching value is 0.01; when the gender is female, the gender matching value is 0.012; the gender matching value corresponding to different genders above is the preset gender matching value table.
- the gender matching value difference between men and women is small, but because the probability and degree of different genders of some diseases are different, fine-tuning is made by increasing the gender matching value.
- the above gender matching value is only an example. For different diseases, It can be set according to the actual situation.
- A' is the standard value of the adopted age. This value is a default value, which represents the age matching value of a normal healthy person in the young and middle age. For example, taking the above age matching value table as an example, A'can take 50 , Or other values lower than 70.
- a is the age correction parameter.
- the score of each user is calculated, and the priority of the user is determined based on the matching of the preset priority table in the subsequent steps.
- the preset priority table can be set to directly use the user’s score as the user’s priority based on the score of each user; for example, the calculated first user’s score is 100, and the second user’s score is 100. If the score is 90, the score value is the user’s priority level, and the priority among users is determined in descending order. As in the above example, since the first user’s score is higher than the second user’s score, Therefore, the priority of the first user is higher than the priority of the second user.
- users in a score segment can be set to the same priority according to the calculated user score, such as 90-99 is set as the first priority, 80-89 is set as the second priority.
- the foregoing manner of setting the preset priority table is only an example, but is not limited to the foregoing implementation manner.
- the type of the above-mentioned database is not limited, and it can be a cloud database or a local database in the hospital.
- step S110 based on the user's identity, a return visit voice is sent to the user.
- the return visit voice is sent to the corresponding user.
- the content of the return visit voice sent can be selected according to the department where the doctor is located, and the corresponding problem template can be selected, and the doctor can adjust the problem template according to the actual diagnosis experience Content to meet actual needs.
- sending a return visit voice to the user based on the user's identity may further include:
- Step S1101 determines the priority of the user based on the match between the user's identity and a preset priority table, where the priority table describes the user priority corresponding to the user's identity;
- Step S1102 based on the matching between the user priority and the preset interval timetable, determine the interval time for sending the return visit voice to the user, where the return visit timetable describes the interval time corresponding to the user priority;
- Step S1103 sends a return visit voice to the user after the interval time at the current time point.
- the user’s score is calculated through the user’s attribute data, and then based on the matching of the preset priority table, the user’s priority can be determined, and the user attribute corresponds to the user’s identity one-to-one, so the priority
- the table actually describes the user priority corresponding to the user's identity.
- the interval time for sending the return visit voice to the user can be determined, and the time interval in the return visit timetable corresponds to each user priority.
- step S120 obtains the user's reply voice for the return visit voice.
- step S130 the text information corresponding to the reply voice is obtained based on the natural language processing NLP technology.
- the reply voice is parsed into computer-recognizable text information based on natural language processing NLP technology; the corresponding text information of the obtained reply voice will also be stored in the database for subsequent doctors to pass The control terminal in the background calls and checks.
- step S140 based on a preset keyword table, search for keywords that match the keyword table in the text information;
- Step S150 When the keyword is searched from the text information, the user tag is updated from the initial tag to the first tag, and when the keyword cannot be searched from the text information, the user tag is updated The user label is updated from the initial label to the second label;
- step S160 the priority of the user whose user label is the first label is increased, and the priority of the user whose user label is the second label is lowered.
- step S130 can search for keywords matching the keyword table
- the user tag of the user is changed from the default to the first tag, and the user priority is increased; if not A keyword matching the keyword table can be searched from the obtained text content, then the user label of the user is changed from the default to the second label, and the user's priority is lowered.
- step S140 searching for a keyword matching the keyword table in the text information based on a preset keyword table further includes:
- the preset keyword table includes a plurality of keywords, and each keyword is set to a corresponding increase level in the keyword table;
- the user tag When the keyword is searched out from the text information, the user tag is updated from the initial tag to the first tag, and the user tag is assigned to the user tag according to the up-level corresponding to the searched keyword The user of the first label correspondingly increases the level.
- the foregoing preset keyword table includes multiple keywords, and each keyword is set to a corresponding increase level in the keyword table.
- the specific implementation manner may be as follows:
- the preset keyword table includes multiple keywords, and each keyword is assigned a different value. For example, “Still hurt” is set to a score of 0.2, “Uncomfortable” is set to a score of 0.5, and “I feel dying” Set the score to 1.
- “Still hurt” is set to a score of 0.2
- "Uncomfortable” is set to a score of 0.5
- "I feel dying” Set the score to 1.
- the sum of the corresponding values of the multiple keywords can be used as the corresponding up-regulation score, and the score of the score can be used as the basis for the up-regulation.
- the score of each user is calculated, and based on the matching of the preset priority table in the subsequent steps, the user’s rating is determined priority.
- the user's score is directly calculated as the user's own priority level, the user's score is correspondingly increased according to the above keyword score, and then the user's own priority level is correspondingly increased.
- setting the corresponding score for the keyword in the keyword table is the corresponding increase level.
- the above scores are just examples, and not only the above scores can be used.
- Another implementation method can also be adopted: when the more keywords are retrieved, the higher the value is given, and the higher the corresponding upward adjustment level is. For example, suppose that the preset keyword table is set to have a score of 1 when 10 keywords appear, a score of 0.5 when five keywords appear, and a score of 0.1 when one keyword appears, thus forming a gradient of scores. The corresponding score is the corresponding increase level.
- the method of setting the keyword table and increasing the level is not limited to the above method, and different values or corresponding methods can also be adopted according to the difference of each department and each disease type.
- step S160 increases the priority of the user whose user label is the first label, and lowers the priority of the user whose user label is the second label, the method further includes:
- step S170 an adjusted priority list of all users is obtained according to the priority of the user after the adjustment is increased or decreased.
- the automatically adjusted user priority list after returning to the patient is obtained.
- the doctor can view the patient's response from the highest priority to the bottom from the back-end control terminal, and can also retrieve the patient's response voice to understand the patient's status in time. Recent illnesses.
- the priority of patients can be automatically obtained, so that doctors can diagnose and treat patients with high priority in a targeted manner, improve the matching rate and utilization of medical resources, and reduce the waste of medical resources.
- different user groups are divided into different priority levels, and the priority list of registered users is obtained in order of priority from high to low.
- High and low set the time period for pushing relevant content and question feedback survey or the time of return visit.
- the newly registered information includes the user's contact information and user preferences, usage habits, frequency of use and other behavioral data.
- the registered user group that best matches the new user is determined, and the priority level of the group is assigned to the new user. And according to the pre-set survey cycle or return visit time through the contact information of new customers to push relevant content or question feedback survey.
- the new user s voice response content is parsed into text content, and keywords are searched, such as "unsatisfied”, " Keywords such as “not good”, “annoying”, and “dislike”, when the keyword appears, mark the user as pending confirmation, increase the priority of the newly registered user, and re-update the entire registered user’s Priority level list.
- the background control terminal can view the corresponding problem feedback and their behavior data according to the priority level, and change the relevant push content with high matching degree in a targeted manner to improve the matching rate of information resources and avoid users Of the loss.
- an apparatus for automatically adjusting user priority which specifically includes: a first obtaining module 210, a sending module 220, a second obtaining module 230, and a third obtaining module 240 , Search module 250, update module 260, priority adjustment module 270.
- the first obtaining module 210 is configured to obtain an identification of a user whose user tag is an initial tag
- the sending module 220 is configured to send a return visit voice to the user based on the user's identity
- the second obtaining module 230 is configured to obtain the user's reply voice for the return visit voice
- the third obtaining module 240 is configured to obtain the text information corresponding to the reply voice based on the natural language processing NLP technology
- the search module 250 is configured to search for keywords matching the keyword table in the text information based on a preset keyword table
- the update module 260 is configured to update the user tag from the initial tag to the first tag when the keyword is searched from the text information, and when the key cannot be searched from the text information When writing a word, update the user label from the initial label to the second label;
- the priority adjustment module 270 is configured to increase the priority of the user whose user label is the first label, and lower the priority of the user whose user label is the second label.
- modules or units of the device for action execution are mentioned in the above detailed description, this division is not mandatory.
- the features and functions of two or more modules or units described above may be embodied in one module or unit.
- the features and functions of a module or unit described above can be further divided into multiple modules or units to be embodied.
- the example embodiments described here can be implemented by software, or can be implemented by combining software with necessary hardware. Therefore, the technical solution according to the embodiments of the present application can be embodied in the form of a software product, which can be stored in a non-volatile storage medium (which can be a CD-ROM, U disk, mobile hard disk, etc.) or on the network , Including several instructions to make a computing device (which can be a personal computer, a server, a mobile terminal, or a network device, etc.) execute the method according to the embodiment of the present application.
- a non-volatile storage medium which can be a CD-ROM, U disk, mobile hard disk, etc.
- Including several instructions to make a computing device which can be a personal computer, a server, a mobile terminal, or a network device, etc.
- Fig. 5 shows an architecture diagram of a system for automatically adjusting user priority according to an exemplary embodiment of the present application.
- the system architecture includes a database 310, a user terminal 320, and a background control terminal 330.
- the database 310 obtains an identification of a user whose user tag is the initial tag from the user terminal 320, and based on the user identification, sends a return visit voice to the user.
- the user terminal 320 After receiving the return visit voice sent by the user, the user terminal 320 responds to The content of the return visit voice is verbally responded, and the database 310 obtains the user's reply voice for the return visit voice, and based on natural language processing NLP technology, obtains the text information corresponding to the reply voice, based on a preset keyword table, Search for keywords that match the keyword table in the text information.
- the database 310 searches for the keyword from the text information, the user tag is updated from the initial tag to the first tag.
- the user tag is updated.
- the user tag is updated from the initial tag to the second tag, and the user's priority level is adjusted accordingly.
- the background control terminal 330 can retrieve the database 310 to view the user, and give the user a corresponding priority according to the user's priority.
- the terminal 320 allocates corresponding resources, and can also supplement and modify the database 310 or update the voice content of the return visit.
- an electronic device capable of implementing the above method is also provided.
- the electronic device 400 according to this embodiment of the present application will be described below with reference to FIG. 6.
- the electronic device 400 shown in FIG. 6 is only an example, and should not bring any limitation to the function and scope of use of the embodiments of the present application.
- the electronic device 400 is represented in the form of a general-purpose computing device.
- the components of the electronic device 400 may include, but are not limited to: the aforementioned at least one processing unit 410, the aforementioned at least one storage unit 420, and a bus 430 connecting different system components (including the storage unit 420 and the processing unit 410).
- the storage unit stores program code, and the program code can be executed by the processing unit 410, so that the processing unit 410 executes the various exemplary methods described in the "Exemplary Method" section of this specification. Steps of implementation.
- the processing unit 410 may perform the steps shown in FIG. 1:
- Step S100 obtains an identifier of a user whose user tag is the initial tag
- Step S110 based on the user's identity, send a return visit voice to the user;
- Step S120 Obtain the reply voice of the user for the return visit voice
- Step S130 is based on natural language processing NLP technology to obtain text information corresponding to the reply voice;
- Step S140 based on a preset keyword table, search for keywords that match the keyword table in the text information;
- Step S150 When the keyword is searched from the text information, the user tag is updated from the initial tag to the first tag, and when the keyword cannot be searched from the text information, the user tag is updated The user label is updated from the initial label to the second label;
- step S160 the priority of the user whose user label is the first label is increased, and the priority of the user whose user label is the second label is lowered.
- the storage unit 420 may include a readable medium in the form of a volatile storage unit, such as a random access storage unit (RAM) 4201 and/or a cache storage unit 4202, and may further include a read-only storage unit (ROM) 4203.
- RAM random access storage unit
- ROM read-only storage unit
- the storage unit 420 may also include a program/utility tool 4204 having a set (at least one) program module 4205.
- program module 4205 includes but is not limited to: an operating system, one or more application programs, other program modules, and program data, Each of these examples or some combination may include the implementation of a network environment.
- the bus 430 may represent one or more of several types of bus structures, including a storage unit bus or a storage unit controller, a peripheral bus, a graphics acceleration port, a processing unit, or a local area using any bus structure among multiple bus structures. bus.
- the electronic device 400 may also communicate with one or more external devices 500 (such as keyboards, pointing devices, Bluetooth devices, etc.), and may also communicate with one or more devices that enable a user to interact with the electronic device 400, and/or communicate with Any device (such as a router, modem, etc.) that enables the electronic device 400 to communicate with one or more other computing devices. This communication can be performed through an input/output (I/O) interface 450.
- the electronic device 400 may also communicate with one or more networks (for example, a local area network (LAN), a wide area network (WAN), and/or a public network, such as the Internet) through the network adapter 460.
- networks for example, a local area network (LAN), a wide area network (WAN), and/or a public network, such as the Internet
- the network adapter 460 communicates with other modules of the electronic device 400 through the bus 430. It should be understood that although not shown in the figure, other hardware and/or software modules can be used in conjunction with the electronic device 400, including but not limited to: microcode, device drivers, redundant processing units, external disk drive arrays, RAID systems, tape drives And data backup storage system, etc.
- the example embodiments described here can be implemented by software, or can be implemented by combining software with necessary hardware. Therefore, the technical solution according to the embodiments of the present application can be embodied in the form of a software product, which can be stored in a non-volatile storage medium (which can be a CD-ROM, U disk, mobile hard disk, etc.) or on the network , Including several instructions to make a computing device (which can be a personal computer, a server, a terminal device, or a network device, etc.) execute the method according to the embodiment of the present application.
- a computing device which can be a personal computer, a server, a terminal device, or a network device, etc.
- a computer-readable storage medium is also provided.
- the computer-readable storage medium may be non-volatile or volatile.
- the program product of the method In some possible implementation manners, various aspects of the present application can also be implemented in the form of a program product, which includes program code.
- the program product runs on a terminal device, the program code is used to make the The terminal device executes the steps according to various exemplary embodiments of the present application described in the above-mentioned "Exemplary Method" section of this specification.
- a program product 600 for implementing the above method according to an embodiment of the present application is described. It can adopt a portable compact disk read-only memory (CD-ROM) and include program code, and can be installed in a terminal device, For example, running on a personal computer.
- CD-ROM compact disk read-only memory
- the program product of this application is not limited to this.
- the readable storage medium can be any tangible medium that contains or stores a program, and the program can be used by or in combination with an instruction execution system, device, or device.
- the program product can use any combination of one or more readable media.
- the readable medium may be a readable signal medium or a readable storage medium.
- the readable storage medium may be, for example, but not limited to, an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, device, or device, or a combination of any of the above. More specific examples (non-exhaustive list) of readable storage media include: electrical connections with one or more wires, portable disks, hard disks, random access memory (RAM), read-only memory (ROM), erasable Type programmable read only memory (EPROM or flash memory), optical fiber, portable compact disk read only memory (CD-ROM), optical storage device, magnetic storage device, or any suitable combination of the above.
- the computer-readable signal medium may include a data signal propagated in baseband or as a part of a carrier wave, and readable program code is carried therein. This propagated data signal can take many forms, including but not limited to electromagnetic signals, optical signals, or any suitable combination of the foregoing.
- the readable signal medium may also be any readable medium other than a readable storage medium, and the readable medium may send, propagate, or transmit a program for use by or in combination with the instruction execution system, apparatus, or device.
- the program code contained on the readable medium can be transmitted by any suitable medium, including but not limited to wireless, wired, optical cable, RF, etc., or any suitable combination of the foregoing.
- the program code used to perform the operations of the present application can be written in any combination of one or more programming languages.
- the programming languages include object-oriented programming languages—such as Java, C++, etc., as well as conventional procedural programming languages. Programming language-such as "C" language or similar programming language.
- the program code can be executed entirely on the user's computing device, partly on the user's device, executed as an independent software package, partly on the user's computing device and partly executed on the remote computing device, or entirely on the remote computing device or server Executed on.
- the remote computing device can be connected to a user computing device through any kind of network, including a local area network (LAN) or a wide area network (WAN), or it can be connected to an external computing device (for example, using Internet service providers). Business to connect via the Internet).
- LAN local area network
- WAN wide area network
- Internet service providers for example, using Internet service providers.
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Abstract
Provided are a method, apparatus, electronic device, and storage medium for automatically adjusting user priority, said method comprising: obtaining an identifier of a user whose user label is an initial label (S100); on the basis of said user identifier, sending a return-visit voice to the user (S110); obtaining the reply voice of the user to the return-visit voice (S120); on the basis of natural language processing (NLP) technology, obtaining text information corresponding to the reply voice (S130); on the basis of a preset keyword table, searching in the text information for keywords matching said keyword table (S140); if a keyword is found in the text information, then updating the user label from the initial label to a first label; if no keyword is found in the text information, then updating the user label from the initial label to a second label (S150); increasing the priority of the user whose user label is the first label, and decreasing the priority of the user whose user label is the second label (S160). The method can identify users having high priority, and is conducive to prioritizing the allocation of resources to users having high priority, improving the matching rate and utilization of resources, and reducing the waste of resources.
Description
本申请基于并要求2020年01月13日递交、发明名称为“自动调整用户优先级的方法、装置、电子设备及存储介质”的中国专利申请CN202010033122.6的优先权,在此通过引用将其全部内容合并于此。This application is based on and claims the priority of the Chinese patent application CN202010033122.6 filed on January 13, 2020 with the title of "Method, Apparatus, Electronic Equipment and Storage Medium for Automatically Adjusting User Priority", which is hereby incorporated by reference All content is merged here.
本申请涉及人工智能领域中的机器学习领域,具体涉及一种自动调整用户优先级的方法、装置、电子设备及存储介质。This application relates to the field of machine learning in the field of artificial intelligence, and in particular to a method, device, electronic device, and storage medium for automatically adjusting user priority.
随着网络技术的发展和新媒体的崛起,用户终端接收的信息量急剧增加,发明人意识到推送各类资源的终端一般是将相关资源一并发送给用户终端,通常并不考虑用户是否需要该资源,也缺少与用户之间的互动以了解用户需求,无法有针对性为用户推送所需的资源,造成了部分资源与用户需求不匹配,形成了资源的浪费。With the development of network technology and the rise of new media, the amount of information received by user terminals has increased dramatically. The inventor realized that terminals that push various resources generally send related resources to the user terminal together, and usually do not consider whether the user needs it or not. This resource also lacks interaction with users to understand user needs, and cannot push the required resources for users in a targeted manner, causing some resources to mismatch with user needs, which results in a waste of resources.
例如当患者线上或线下问医后,后续通常需要患者再次到诊所或医院进行复查,缺少对患者恢复状况的跟踪回访手段,而且随着互联网医院,私人中高端诊所的兴起,急需提供高质量、高效的服务和实时关怀。传统的医患沟通需要患者来医院挂号后向医生反馈病情,耗时较长、无法及时将患者情况告知医生,而医生也由于无法及时掌握患者的病情恢复情况,无法针对病情较严重的患者优先治疗,造成医疗资源的不匹配和资源浪费。For example, after a patient asks a doctor online or offline, the follow-up usually requires the patient to go to the clinic or hospital for re-examination again. There is a lack of follow-up and return visits to the patient’s recovery status. Moreover, with the rise of Internet hospitals and private mid-to-high-end clinics, there is an urgent need to provide high-end medical services. Quality, efficient service and real-time care. Traditional doctor-patient communication requires patients to report their condition to the doctor after registering at the hospital, which takes a long time and cannot inform the doctor of the patient’s condition in time. Since the doctor cannot grasp the patient’s recovery in time, he cannot give priority to patients with more serious conditions. Treatment causes mismatch of medical resources and waste of resources.
又比如,在媒体推送相关的资讯资源时,缺少与用户沟通反馈的机制,无法针对用户所感兴趣或所需要的资讯资源进行推送,造成很多推送资源未被有效阅读,或者由于过量的资讯资源的推送,可能对原本对某块资讯资源有需求的用户造成了困扰,甚至不再关注或接收该媒体,由于资讯资源不匹配,造成用户的流失和资讯资源的浪费。For another example, when the media pushes related information resources, there is a lack of communication and feedback mechanisms with users, and it is impossible to push information resources that users are interested in or need. As a result, many push resources are not effectively read, or due to excessive information resources. Pushing may cause confusion to users who originally needed a certain piece of information resources, and even no longer pay attention to or receive the media. Due to the mismatch of information resources, users are lost and information resources are wasted.
发明内容Summary of the invention
为了解决部分资源与用户需求不匹配,形成了资源浪费的问题,本申请提供了一种自动调整用户优先级的方法、装置、电子设备及存储介质。In order to solve the problem of resource waste due to the mismatch between some resources and user needs, the present application provides a method, device, electronic device, and storage medium for automatically adjusting user priority.
根据本申请的第一方面,提供了一种自动调整用户优先级的方法,包括:According to the first aspect of the present application, a method for automatically adjusting user priority is provided, including:
获取一用户标签为初始标签的用户的标识;Acquiring an identifier of a user whose user tag is the initial tag;
基于所述用户的标识,向所述用户发送回访语音;Sending a return visit voice to the user based on the identity of the user;
获取所述用户针对所述回访语音的回复语音;Acquiring the user's reply voice for the return visit voice;
基于自然语言处理NLP技术,获取所述回复语音对应的文本信息;Obtain the text information corresponding to the reply voice based on natural language processing NLP technology;
基于预设的关键字表,搜索所述文本信息中与所述关键字表匹配的关键字;Searching for keywords matching the keyword table in the text information based on a preset keyword table;
当从所述文本信息中搜索出所述关键字时,将所述用户标签从所述初始标签更新为第一标签,当从所述文本信息中无法搜索出所述关键字时,将所述用户标签从所述初始标签更新为第二标签;When the keyword is searched out from the text information, the user tag is updated from the initial tag to the first tag, and when the keyword cannot be searched out from the text information, the user tag is updated The user label is updated from the initial label to the second label;
提升用户标签为所述第一标签的用户的优先级,下调用户标签为所述第二标签的用户的优先级。The priority of the user whose user label is the first label is increased, and the priority of the user whose user label is the second label is lowered.
根据本申请的第二方面,提供了一种自动调整用户优先级的装置,包括:According to the second aspect of the present application, there is provided a device for automatically adjusting user priority, including:
第一获取模块,配置为获取一用户标签为初始标签的用户的标识;The first obtaining module is configured to obtain an identification of a user whose user tag is an initial tag;
发送模块,配置为基于所述用户的标识,向所述用户发送回访语音;A sending module, configured to send a return visit voice to the user based on the user's identity;
第二获取模块,配置为获取所述用户针对所述回访语音的回复语音;The second obtaining module is configured to obtain the reply voice of the user for the return visit voice;
第三获取模块,配置为基于自然语言处理NLP技术,获取所述回复语音对应的文本信息;The third acquisition module is configured to acquire text information corresponding to the reply voice based on natural language processing NLP technology;
搜索模块,配置为基于预设的关键字表,搜索所述文本信息中与所述关键字表匹配的关键字;The search module is configured to search for keywords matching the keyword table in the text information based on a preset keyword table;
更新模块,配置为当从所述文本信息中搜索出所述关键字时,将所述用户标签从所述初始标签更新为第一标签,当从所述文本信息中无法搜索出所述关键字时,将所述用户标签从 所述初始标签更新为第二标签;The update module is configured to update the user tag from the initial tag to the first tag when the keyword is searched out from the text information, and when the keyword cannot be searched out from the text information When, update the user label from the initial label to the second label;
优先级调整模块,配置为提升用户标签为所述第一标签的用户的优先级,下调用户标签为所述第二标签的用户的优先级。The priority adjustment module is configured to increase the priority of the user whose user label is the first label, and lower the priority of the user whose user label is the second label.
根据本申请的第三方面,提供了一种自动调整用户优先级的电子设备,包括:According to the third aspect of the present application, there is provided an electronic device that automatically adjusts user priority, including:
存储器,配置为存储可执行指令;Memory, configured to store executable instructions;
处理器,配置为执行存储器中存储的可执行指令,所述处理器在执行所述可执行指令时配置为执行以下处理:The processor is configured to execute executable instructions stored in the memory, and the processor is configured to execute the following processing when executing the executable instructions:
获取一用户标签为初始标签的用户的标识;Acquiring an identifier of a user whose user tag is the initial tag;
基于所述用户的标识,向所述用户发送回访语音;Sending a return visit voice to the user based on the identity of the user;
获取所述用户针对所述回访语音的回复语音;Acquiring the user's reply voice for the return visit voice;
基于自然语言处理NLP技术,获取所述回复语音对应的文本信息;Obtain the text information corresponding to the reply voice based on natural language processing NLP technology;
基于预设的关键字表,搜索所述文本信息中与所述关键字表匹配的关键字;Searching for keywords matching the keyword table in the text information based on a preset keyword table;
当从所述文本信息中搜索出所述关键字时,将所述用户标签从所述初始标签更新为第一标签,当从所述文本信息中无法搜索出所述关键字时,将所述用户标签从所述初始标签更新为第二标签;When the keyword is searched out from the text information, the user tag is updated from the initial tag to the first tag, and when the keyword cannot be searched out from the text information, the user tag is updated The user label is updated from the initial label to the second label;
提升用户标签为所述第一标签的用户的优先级,下调用户标签为所述第二标签的用户的优先级。The priority of the user whose user label is the first label is increased, and the priority of the user whose user label is the second label is lowered.
根据本申请的第四方面,提供一种计算机可读程序介质,其存储有计算机程序指令,当所述计算机程序指令被计算机执行时,使计算机执行以下处理:According to a fourth aspect of the present application, a computer-readable program medium is provided, which stores computer program instructions, and when the computer program instructions are executed by a computer, the computer executes the following processing:
获取一用户标签为初始标签的用户的标识;Acquiring an identifier of a user whose user tag is the initial tag;
基于所述用户的标识,向所述用户发送回访语音;Sending a return visit voice to the user based on the identity of the user;
获取所述用户针对所述回访语音的回复语音;Acquiring the user's reply voice for the return visit voice;
基于自然语言处理NLP技术,获取所述回复语音对应的文本信息;Obtain the text information corresponding to the reply voice based on natural language processing NLP technology;
基于预设的关键字表,搜索所述文本信息中与所述关键字表匹配的关键字;Searching for keywords matching the keyword table in the text information based on a preset keyword table;
当从所述文本信息中搜索出所述关键字时,将所述用户标签从所述初始标签更新为第一标签,当从所述文本信息中无法搜索出所述关键字时,将所述用户标签从所述初始标签更新为第二标签;When the keyword is searched out from the text information, the user tag is updated from the initial tag to the first tag, and when the keyword cannot be searched out from the text information, the user tag is updated The user label is updated from the initial label to the second label;
提升用户标签为所述第一标签的用户的优先级,下调用户标签为所述第二标签的用户的优先级。The priority of the user whose user label is the first label is increased, and the priority of the user whose user label is the second label is lowered.
本申请的实施例提供的技术方案可以包括以下有益效果:The technical solutions provided by the embodiments of the present application may include the following beneficial effects:
本申请公开了一种自动调整用户优先级的方法、装置、电子设备及存储介质。通过该方法可以自动调整用户的优先级,使后台控制终端可以将相关资源优先分配给优先级别高的用户,以提高资源的匹配率和利用率,减少资源的浪费。This application discloses a method, device, electronic equipment and storage medium for automatically adjusting user priority. Through this method, the priority of users can be automatically adjusted, so that the background control terminal can preferentially allocate related resources to users with high priority, so as to improve the matching rate and utilization of resources and reduce the waste of resources.
本申请的其他特性和优点将通过下面的详细描述变得显然,或部分地通过本申请的实践而习得。Other characteristics and advantages of the present application will become apparent through the following detailed description, or partly learned through the practice of the present application.
应当理解的是,以上的一般描述和后文的细节描述仅是示例性的,并不能限制本申请。It should be understood that the above general description and the following detailed description are only exemplary and cannot limit the application.
此处的附图被并入说明书中并构成本说明书的一部分,示出了符合本申请的实施例,并于说明书一起用于解释本申请的原理。The drawings here are incorporated into the specification and constitute a part of the specification, show embodiments conforming to the application, and are used together with the specification to explain the principle of the application.
图1是根据一示例性实施例示出的一种自动调整用户优先级的方法的流程图。Fig. 1 is a flowchart showing a method for automatically adjusting user priority according to an exemplary embodiment.
图2是图1对应实施例的基于所述用户的标识,向所述用户发送回访语音步骤的流程图。FIG. 2 is a flowchart of the steps of sending a return visit voice to the user based on the user's identity in the embodiment corresponding to FIG. 1.
图3图1对应实施例的在提升用户标签为所述第一标签的用户的优先级,下调用户标签为所述第二标签的用户的优先级之后的步骤的流程图。Fig. 3 Fig. 1 corresponds to a flowchart of the steps after increasing the priority of the user whose user label is the first label, and lowering the priority of the user whose user label is the second label.
图4示出根据本申请一示例实施方式的自动调整用户优先级的装置图。Fig. 4 shows a diagram of an apparatus for automatically adjusting user priority according to an exemplary embodiment of the present application.
图5示出根据本申请一示例实施方式的自动调整用户优先级的架构图。Fig. 5 shows an architecture diagram of automatically adjusting user priority according to an exemplary embodiment of the present application.
图6示出根据本申请一示例实施方式的自动调整用户优先级的电子设备图。Fig. 6 shows a diagram of an electronic device that automatically adjusts user priority according to an exemplary embodiment of the present application.
图7示出根据本申请一示例实施方式的自动调整用户优先级的计算机可读存储介质图。Fig. 7 shows a diagram of a computer-readable storage medium that automatically adjusts user priorities according to an exemplary embodiment of the present application.
这里将详细地对示例性实施例执行说明,其示例表示在附图中。下面的描述涉及附图时,除非另有表示,不同附图中的相同数字表示相同或相似的要素。以下示例性实施例中所描述的实施方式并不代表与本申请相一致的所有实施方式。相反,它们仅是与如所附权利要求书中所详述的、本申请的一些方面相一致的装置和方法的例子。Here, an exemplary embodiment will be described in detail, and examples thereof are shown in the accompanying drawings. When the following description refers to the accompanying drawings, unless otherwise indicated, the same numbers in different drawings represent the same or similar elements. The implementation manners described in the following exemplary embodiments do not represent all implementation manners consistent with the present application. On the contrary, they are merely examples of devices and methods consistent with some aspects of the application as detailed in the appended claims.
此外,所描述的特征、结构或特性可以以任何合适的方式结合在一个或多个实施例中。在下面的描述中,提供许多具体细节从而给出对本申请的实施例的充分理解。然后,本领域技术人员应理解,可以实践本申请的技术方案而省略特定细节中的一个或更多,或者可以采用其他的方法、组员、步骤等。在其他情况下,不详细示出或描述公知结构、方法、实现或者操作以避免喧宾夺主而使本申请的各方面变得模糊。In addition, the described features, structures, or characteristics may be combined in one or more embodiments in any suitable manner. In the following description, many specific details are provided to give a sufficient understanding of the embodiments of the present application. Then, those skilled in the art should understand that the technical solutions of the present application can be practiced without one or more of the specific details, or other methods, group members, steps, etc. can be used. In other cases, well-known structures, methods, implementations, or operations are not shown or described in detail to avoid overwhelming people and obscuring all aspects of the present application.
附图中所示的一些方框图是功能实体,不一定必须与物理或逻辑上独立的实体相对应。可以采用软件形式来实现这些功能实体,或在一个或多个硬件模块或集成电路中实现这些功能实体,或在不同网络和/或处理器装置和/或微控制器装置中实现这些功能实体。Some of the block diagrams shown in the drawings are functional entities and do not necessarily correspond to physically or logically independent entities. These functional entities may be implemented in the form of software, or implemented in one or more hardware modules or integrated circuits, or implemented in different networks and/or processor devices and/or microcontroller devices.
本申请揭示了自动调整用户优先级的方法,其目的在于确定优先级别高的用户,提高资源的匹配率和利用率,减少资源的浪费。该方法包括:获取一用户标签为初始标签的用户的标识;基于用户的标识,向用户发送回访语音;获取用户针对回访语音的回复语音;基于自然语言处理技术,获取回复语音对应的文本信息;基于预设的关键字表,搜索文本信息中与关键字表匹配的关键字;当从文本信息中搜索出关键字时,将用户标签从初始标签更新为第一标签,当从文本信息中无法搜索出关键字时,将用户标签从初始标签更新为第二标签;提升第一标签的用户的优先级,下调第二标签的用户的优先级。该方法可以确定优先级别高的用户,有利于将资源优先分配给优先级别高的用户,提高资源的匹配率和利用率,减少资源的浪费。This application discloses a method for automatically adjusting the priority of users, and its purpose is to determine users with high priority, improve the matching rate and utilization of resources, and reduce the waste of resources. The method includes: obtaining an identification of a user whose user tag is the initial tag; sending a return speech to the user based on the user identification; obtaining the user's reply voice for the return speech; obtaining text information corresponding to the reply voice based on natural language processing technology; Based on the preset keyword table, search for keywords matching the keyword table in the text information; when the keyword is searched out from the text information, the user tag is updated from the initial tag to the first tag. When a keyword is searched, the user label is updated from the initial label to the second label; the priority of the user of the first label is increased, and the priority of the user of the second label is lowered. This method can determine users with high priority levels, which is beneficial to prioritize the allocation of resources to users with high priority levels, improve the matching rate and utilization of resources, and reduce resource waste.
图1是根据一示例性实施例示出的一种自动调整用户优先级的方法的流程图,如图所示,方法包括:Fig. 1 is a flow chart showing a method for automatically adjusting user priority according to an exemplary embodiment. As shown in the figure, the method includes:
步骤S100:获取一用户标签为初始标签的用户的标识;Step S100: Obtain an identifier of a user whose user tag is the initial tag;
步骤S110:基于所述用户的标识,向所述用户发送回访语音;Step S110: Send a return visit voice to the user based on the user's identity;
步骤S120:获取所述用户针对所述回访语音的回复语音;Step S120: Obtain the reply voice of the user for the return visit voice;
步骤S130:基于自然语言处理NLP技术,获取所述回复语音对应的文本信息;Step S130: Acquire text information corresponding to the reply voice based on natural language processing NLP technology;
步骤S140:基于预设的关键字表,搜索所述文本信息中与所述关键字表匹配的关键字;Step S140: Based on a preset keyword table, search for keywords that match the keyword table in the text information;
步骤S150:当从所述文本信息中搜索出所述关键字时,将所述用户标签从所述初始标签更新为第一标签,当从所述文本信息中无法搜索出所述关键字时,将所述用户标签从所述初始标签更新为第二标签;Step S150: When the keyword is searched out from the text information, update the user tag from the initial tag to the first tag, and when the keyword cannot be searched out from the text information, Updating the user label from the initial label to the second label;
步骤S160:提升用户标签为所述第一标签的用户的优先级,下调用户标签为所述第二标签的用户的优先级。Step S160: Increase the priority of the user whose user label is the first label, and lower the priority of the user whose user label is the second label.
为了方便理解和清楚阐述该方法,以下将结合具体的实施场景和实施例以及相应的附图对该方法进行进一步的阐述。In order to facilitate understanding and clearly explain the method, the method will be further described below in conjunction with specific implementation scenarios and embodiments and corresponding drawings.
在一应用场景中,当患者就诊后,通过自动回访了解患者的需求和恢复状况,使医生可以针对回访后还未恢复的患者,通过后台控制终端按优先级别查看对应的问题语音反馈和其相关数据,以便医生有针对性的关注病人的病情康复情况。In an application scenario, after a patient sees a doctor, he can learn about the patient’s needs and recovery status through an automatic return visit, so that the doctor can view the corresponding question voice feedback and related questions through the background control terminal according to the priority level of the patient who has not recovered after the return visit. Data so that doctors can pay attention to the patient’s recovery.
在该场景下,该方法具体的实现步骤包括:In this scenario, the specific implementation steps of the method include:
参阅图1,步骤S100,获取一用户标签为初始标签的用户的标识。Referring to Fig. 1, step S100 is to obtain an identification of a user whose user tag is an initial tag.
当患者通过手机登录相关的APP(如平安好医生)、使用医保卡、扫描二维码等方式时,获取用户的标识,并将该用户的标识的对应标签设置为初始标识。When a patient logs in to a related APP (such as Ping An Good Doctor) through a mobile phone, uses a medical insurance card, scans a two-dimensional code, etc., the user's identification is obtained, and the corresponding label of the user's identification is set as the initial identification.
所述用户的标识包括用户的电话号码、微信号、QQ号码、邮箱等。The identification of the user includes the user's phone number, WeChat ID, QQ number, mailbox, etc.
在步骤S100所述获取用户标签为初始标签的用户的标识之前,还包括:Before the step S100 acquiring the identification of the user whose user tag is the initial tag, the method further includes:
对每一用户标签为初始标签的用户,获取所述用户的属性数据;For each user whose user tag is the initial tag, obtain the attribute data of the user;
基于所述用户的属性数据,确定所述用户对应的优先级。Based on the attribute data of the user, the priority corresponding to the user is determined.
其中,对于已经注册过的用户,通过获取的用户的标识,从数据库中匹配并调出所存储的用户的属性数据,对于新注册的用户可以在新用户注册APP时填写资料时获取、第一次使用医保卡时联网获取或与医生现场问诊的时候通过医生录入联网的本地货云端系统获取,其方式不唯一。Among them, for users who have been registered, the user’s identification is obtained to match and retrieve the stored user’s attribute data from the database. For newly registered users, they can obtain the first This is not the only way to obtain the medical insurance card through the Internet when using the medical insurance card or through the local cloud system that the doctor logs into the network during on-site consultation with the doctor.
其中,所述用户的属性数据包括所述用户的年龄数据、性别数据和问题描述等。Wherein, the attribute data of the user includes age data, gender data, and problem description of the user.
根据所获得的用户属性数据,通过计算得出与优先级相对应的评分以确定所述用户对应的优先级。According to the obtained user attribute data, a score corresponding to the priority is obtained through calculation to determine the priority corresponding to the user.
在所述用户的属性数据包括用户的问题描述,在确定所述用户对应的优先级之前,包括:When the attribute data of the user includes the user's problem description, before the priority corresponding to the user is determined, it includes:
获取用户的问题描述;Get the user’s problem description;
提取问题描述中的问题关键字;Extract the problem keywords in the problem description;
基于所述问题关键字与预设的问题关键字表,获取用户的问题匹配值。Based on the question keyword and the preset question keyword table, the question matching value of the user is obtained.
在第一步获取的用户属性数据中包括用户的问题描述,所述问题描述主要是患者对自己病情的描述,例如身体具体哪个部分不舒服或疼痛、是否有发烧、咳嗽、呕吐、抽搐、眩晕、耳鸣,针对所述问题描述可能出现的问题关键词设置相对应的问题关键字表,基于该问题关键字表,可以相应获取用户的问题匹配值,以便用于计算用户的优先级。The user attribute data obtained in the first step includes the user’s problem description. The problem description is mainly the patient’s description of their own condition, such as which part of the body is uncomfortable or painful, whether there is fever, cough, vomiting, convulsions, dizziness , Tinnitus, set a corresponding question keyword table for the question keywords that may appear in the problem description, and based on the question keyword table, the user's question matching value can be obtained correspondingly to calculate the user's priority.
其中,上述的问题关键字表可以设置成如下模式:Among them, the above question keyword table can be set to the following mode:
针对问题描述预设5关键词,检索问题描述中是否出现所预设的关键词,当问题描述包括3-5个关键词时,B=1000;当问题描述少于3个关键词时,B=300(以上数值和关键词个数仅为说明解释举例)。Preset 5 keywords for the problem description, search whether the preset keywords appear in the problem description, when the problem description includes 3-5 keywords, B=1000; when the problem description contains less than 3 keywords, B =300 (the above numerical value and the number of keywords are only examples for explanation and explanation)
以上仅仅为所述问题关键字表设置的其中一种形式,还可以有其他设置方式,例如:针对问题描述预设多个关键词,每个关键词描述的是相应病症的征兆或症状,可以根据实际的医疗经验对每个关键词赋予不同的值,根据问题描述所提取的所有关键词对应值的和作为相应的问题匹配值。The above is only one form of the problem keyword table setting, and there can be other setting methods, for example: preset multiple keywords for the problem description, and each keyword describes the sign or symptom of the corresponding disease. According to the actual medical experience, each keyword is assigned a different value, and the sum of the corresponding values of all keywords extracted according to the problem description is used as the corresponding problem matching value.
所述用户的属性数据还包括所述用户的年龄数据、性别数据,所述基于所述用户的属性数据,确定所述用户对应的优先级,包括:The attribute data of the user further includes age data and gender data of the user, and the determining the priority corresponding to the user based on the attribute data of the user includes:
基于所述用户的年龄数据,确定所述用户的年龄匹配值;Determining the age matching value of the user based on the age data of the user;
基于所述用户的性别数据,确定所述用户的性别匹配值;Determining the gender matching value of the user based on the gender data of the user;
根据以下公式确定该用户的评分:The user’s rating is determined according to the following formula:
R=(A*a+B)+C/(A’*B’)R=(A*a+B)+C/(A’*B’)
其中,A为所述用户的年龄匹配值、B为所述用户的问题匹配值、C为所述用户的性别匹配值、a为年龄修正系数、A’为标准年龄匹配值、B’为标准问题匹配值;R为该用户最终的评分;Where, A is the age matching value of the user, B is the question matching value of the user, C is the gender matching value of the user, a is the age correction coefficient, A'is the standard age matching value, and B'is the standard Question matching value; R is the final score of the user;
基于所述用户的评分,确定所述用户对应的优先级。Based on the score of the user, the priority corresponding to the user is determined.
基于获取的用户属性数据,通过预先设置的年龄匹配值表和性别匹配值表根据用户属性数据中的年龄数据和性别数据来获取所对应的年龄匹配值、性别匹配值,结合上述步骤的问题匹配值带入用户评分公式中,计算以得出该用户的评分,在通过每个用户的评分,基于后续步骤中预设优先级表的匹配,来确定所述用户的优先级。Based on the acquired user attribute data, the corresponding age matching value and gender matching value are obtained according to the age data and gender data in the user attribute data through the preset age matching value table and gender matching value table, and the problem matching in the above steps is combined The value is brought into the user scoring formula, calculated to obtain the user’s score, and the user’s priority is determined based on the matching of the preset priority table in the subsequent steps through the score of each user.
上述通过预先设置的年龄匹配值表和性别匹配值表根据用户属性数据中的年龄数据和性别数据来获取所对应的年龄匹配值、性别匹配值。In the foregoing, the corresponding age matching value and gender matching value are obtained according to the age data and gender data in the user attribute data through the preset age matching value table and gender matching value table.
其中,基于所述用户的年龄数据,通过预先设置的年龄匹配值表确定所述用户的年龄匹配值,具体可以根据用户年龄段不同,对不同的年龄段设置相应的匹配值,比如:Wherein, based on the age data of the user, the age matching value of the user is determined through a preset age matching value table. Specifically, corresponding matching values can be set for different age groups according to different age groups of the users, such as:
当所述年龄在0-18岁时取100;19-60岁时取70;大于60岁取120。When the age is 0-18 years old, it is taken as 100; when the age is 19-60 years old, it is taken as 70; when it is over 60 years old, it is taken as 120.
上述设置是一个举例,并非限制,年龄匹配值的高低是基于人体的抵抗力考虑的,婴幼儿和老人的抵抗力相对较低,而青壮年相对的抵抗力较高,以此作为基础对年龄段进行相应的匹配值设置,即上述预先设置的年龄匹配值,以此可以根据用户的年龄数据获取其相应的年龄匹配值。The above setting is an example, not a limitation. The age matching value is based on the resistance of the human body. The resistance of infants and the elderly is relatively low, while the resistance of young adults is relatively high. This is used as a basis for age The segment sets the corresponding matching value, that is, the preset age matching value, so that the corresponding age matching value can be obtained according to the user's age data.
基于所述用户的性别数据,通过预先设置的性别匹配值表确定所述用户的性别匹配值,例如:Based on the gender data of the user, the gender matching value of the user is determined through a preset gender matching value table, for example:
当性别为男时,性别匹配值取0.01,当性别为女时,性别匹配值取0.012;以上针对不同的性别所对应的性别匹配值即为预先设置的性别匹配值表。男女的性别匹配值差别较小,但由于有些疾病不同性别患病的概率和程度有不同,所以通过增加性别匹配值进行微调,以上性别匹配值的取值方式仅为举例,针对不同的病症,可以根据实际情况具体设置。When the gender is male, the gender matching value is 0.01; when the gender is female, the gender matching value is 0.012; the gender matching value corresponding to different genders above is the preset gender matching value table. The gender matching value difference between men and women is small, but because the probability and degree of different genders of some diseases are different, fine-tuning is made by increasing the gender matching value. The above gender matching value is only an example. For different diseases, It can be set according to the actual situation.
A’是采用的年龄的标准取值,该值是一个默认值,表示一个正常健康人的处于青壮年时的年龄匹配值,比如,以上述的年龄匹配值表为例时,A’可取50,或其他低于70的值。A'is the standard value of the adopted age. This value is a default value, which represents the age matching value of a normal healthy person in the young and middle age. For example, taking the above age matching value table as an example, A'can take 50 , Or other values lower than 70.
B’为标准问题匹配值,该值也是一个默认值,比如,以步骤(2)中所举例的方式中,B’=70,或其他低于300的值。B'is the standard question matching value, and this value is also a default value. For example, in the way exemplified in step (2), B'=70, or other values lower than 300.
a是年龄修正参数,比如按上述的年龄匹配值表取值时,当A=100,a=0.2;A=70;a=0.1;A=120,a=0.25;该年龄修正参数是为了进一步突出问题匹配值在公式的分子中的比重(R=(A*a+B)+C/(A’*B’)),通过年龄修正系数,在考虑到年龄因素影响下,突出了问题匹配值的比重,因为重点还是用户病情的轻重缓急,而并非年龄因素。a is the age correction parameter. For example, when taking the value according to the above-mentioned age matching value table, when A=100, a=0.2; A=70; a=0.1; A=120, a=0.25; the age correction parameter is for further Highlight the proportion of the problem matching value in the numerator of the formula (R=(A*a+B)+C/(A'*B')), through the age correction coefficient, under the influence of the age factor, highlight the problem matching The proportion of the value, because the focus is still on the priority of the user’s condition, rather than the age factor.
通过上述的计算公式,计算出每个用户的评分,基于后续步骤中预设优先级表的匹配,来确定所述用户的优先级。其中,所述预设优先级表可以设置成基于每个用户的评分,按用户评分的高低直接将用户的评分作为该用户的优先级;比如计算出的第一用户评分为100,第二用户评分为90,则该评分数值即为该用户的优先等级,按从大到小的顺序确定用户之间的优先级,如上述例子中,由于第一用户的评分高于第二用户的评分,所以第一用户的优先级高于第二用户的优先级。Through the above calculation formula, the score of each user is calculated, and the priority of the user is determined based on the matching of the preset priority table in the subsequent steps. Wherein, the preset priority table can be set to directly use the user’s score as the user’s priority based on the score of each user; for example, the calculated first user’s score is 100, and the second user’s score is 100. If the score is 90, the score value is the user’s priority level, and the priority among users is determined in descending order. As in the above example, since the first user’s score is higher than the second user’s score, Therefore, the priority of the first user is higher than the priority of the second user.
以上只是所述预设优先级表设置的其中一种实施方式,还可以有其他方式,比如,可以根据计算后的出的用户评分,将一个分数段内的用户设置为同一个优先级,如90-99设置为第一优先级,80-89设置为第二优先级。The above is only one implementation of the preset priority table setting, and there are other ways. For example, users in a score segment can be set to the same priority according to the calculated user score, such as 90-99 is set as the first priority, 80-89 is set as the second priority.
上述设置预设优先级表的方式只是举例,但不限于上述的实施方式。The foregoing manner of setting the preset priority table is only an example, but is not limited to the foregoing implementation manner.
上述数据库的类型不做限制,可以是云端数据库、医院本地的数据库。The type of the above-mentioned database is not limited, and it can be a cloud database or a local database in the hospital.
请继续参阅图1,步骤S110基于所述用户的标识,向所述用户发送回访语音。Please continue to refer to FIG. 1, in step S110, based on the user's identity, a return visit voice is sent to the user.
根据上一步所获得的用户的标识,向相应的用户发送回访语音,所发送的回访语音的内容可以根据医生所在的科室不同,选择相应的问题模板,并且医生可以根据实际的诊断经验调整问题模板的内容以满足实际需要。According to the user identification obtained in the previous step, the return visit voice is sent to the corresponding user. The content of the return visit voice sent can be selected according to the department where the doctor is located, and the corresponding problem template can be selected, and the doctor can adjust the problem template according to the actual diagnosis experience Content to meet actual needs.
如图2所示,步骤S110所述基于所述用户的标识,向所述用户发送回访语音,还可以包括:As shown in Fig. 2, in step S110, sending a return visit voice to the user based on the user's identity may further include:
步骤S1101基于所述用户的标识与预设优先级表的匹配,确定所述用户的优先级,所述优先级表描述了用户的标识对应的用户优先级;Step S1101 determines the priority of the user based on the match between the user's identity and a preset priority table, where the priority table describes the user priority corresponding to the user's identity;
步骤S1102基于所述用户优先级与预设间隔时间表的匹配,确定向所述用户发送回访语音的间隔时间,所述回访时间表描述了用户优先级对应的间隔时间;Step S1102, based on the matching between the user priority and the preset interval timetable, determine the interval time for sending the return visit voice to the user, where the return visit timetable describes the interval time corresponding to the user priority;
步骤S1103于当前时间点的所述间隔时间后向所述用户发送回访语音。Step S1103 sends a return visit voice to the user after the interval time at the current time point.
通过用户的属性数据计算得出该用户的评分,然后基于预设优先级表的匹配,可以确定所述用户的优先级,而用户属性是与用户的标识一一对应的,因此所述优先级表其实描述了用户的标识对应的用户优先级。The user’s score is calculated through the user’s attribute data, and then based on the matching of the preset priority table, the user’s priority can be determined, and the user attribute corresponds to the user’s identity one-to-one, so the priority The table actually describes the user priority corresponding to the user's identity.
进一步的,基于用户优先级与预设间隔时间表的匹配,可以确定向用户发送回访语音的间隔时间,回访时间表中的时间间隔分别对应每一个用户优先级。Further, based on the matching between the user priority and the preset interval timetable, the interval time for sending the return visit voice to the user can be determined, and the time interval in the return visit timetable corresponds to each user priority.
最后,当患者就诊或问医后间隔所预设的间隔时间后,通过用户的标识向该患者发送回访语音。Finally, when the patient sees a doctor or asks a doctor after a preset interval time, a return visit voice is sent to the patient through the user's identification.
请继续参阅图1,步骤S120获取所述用户针对所述回访语音的回复语音。Please continue to refer to FIG. 1, step S120 obtains the user's reply voice for the return visit voice.
基于上一步骤中向用户发送的回访语音,当用户在接听回访语音后,用户根据回访语音所预设的问题进行回答,以获取用户的回复语音;所发送的回访语音和所获取的用户回复语音将存储在数据库中。Based on the return voice sent to the user in the previous step, when the user answers the return voice, the user answers the questions preset by the return voice to obtain the user's response voice; the sent return voice and the obtained user reply The voice will be stored in the database.
请继续参阅图1,步骤S130基于自然语言处理NLP技术,获取所述回复语音对应的文本信息。Please continue to refer to FIG. 1. In step S130, the text information corresponding to the reply voice is obtained based on the natural language processing NLP technology.
在上一步获取用户的回复语音之后,该回复语音基于自然语言处理NLP技术被解析成计算机可识别的文本信息;所获取的回复语音的对应文本信息同样的将存储在数据库中,以便后续医生通过后台的控制终端调取和查看。After obtaining the user's reply voice in the previous step, the reply voice is parsed into computer-recognizable text information based on natural language processing NLP technology; the corresponding text information of the obtained reply voice will also be stored in the database for subsequent doctors to pass The control terminal in the background calls and checks.
请继续参阅图1,步骤S140基于预设的关键字表,搜索所述文本信息中与所述关键字表匹配的关键字;Please continue to refer to FIG. 1. In step S140, based on a preset keyword table, search for keywords that match the keyword table in the text information;
步骤S150当从所述文本信息中搜索出所述关键字时,将所述用户标签从所述初始标签更新为第一标签,当从所述文本信息中无法搜索出所述关键字时,将所述用户标签从所述初始标签更新为第二标签;Step S150: When the keyword is searched from the text information, the user tag is updated from the initial tag to the first tag, and when the keyword cannot be searched from the text information, the user tag is updated The user label is updated from the initial label to the second label;
步骤S160提升用户标签为所述第一标签的用户的优先级,下调用户标签为所述第二标签的用户的优先级。In step S160, the priority of the user whose user label is the first label is increased, and the priority of the user whose user label is the second label is lowered.
通过上述的步骤,若在步骤S130所获得的文本内容能搜索出所述关键字表匹配的关键字,则将用户的用户标签从默认改为第一标签,并上调用户的优先级;若无法从所获得的文本内容能搜索出所述关键字表匹配的关键字,则将用户的用户标签从默认改为第二标签,并下调用户的优先级。Through the above steps, if the text content obtained in step S130 can search for keywords matching the keyword table, the user tag of the user is changed from the default to the first tag, and the user priority is increased; if not A keyword matching the keyword table can be searched from the obtained text content, then the user label of the user is changed from the default to the second label, and the user's priority is lowered.
步骤S140所述基于预设的关键字表,搜索所述文本信息中与所述关键字表匹配的关键字,还包括:In step S140, searching for a keyword matching the keyword table in the text information based on a preset keyword table further includes:
所述预设的关键字表中包括有多个关键字,每个所述关键字在所述关键字表中设置对应的上调级别;The preset keyword table includes a plurality of keywords, and each keyword is set to a corresponding increase level in the keyword table;
当从所述文本信息中搜索出所述关键字时,将所述用户标签从所述初始标签更新为第一标签,根据搜索出所述关键词所对应的上调级别,赋予所述用户标签为第一标签的所述用户相应的上调级别。When the keyword is searched out from the text information, the user tag is updated from the initial tag to the first tag, and the user tag is assigned to the user tag according to the up-level corresponding to the searched keyword The user of the first label correspondingly increases the level.
上述所述预设的关键字表中包括有多个关键字,每个所述关键字在所述关键字表中设置对应的上调级别,具体实施方式可以如下:The foregoing preset keyword table includes multiple keywords, and each keyword is set to a corresponding increase level in the keyword table. The specific implementation manner may be as follows:
所述预设的关键字表中包括有多个关键字,每个关键字所赋予的值不同,例如,“还是疼”设置分值0.2,“难受”设置分值0.5,“感觉要死了”设置分值1。当出现多个关键字时,可以将多个关键字的所对应值相加的和作为相应的上调评分,所述的评分的分值作为上调级别的基础。The preset keyword table includes multiple keywords, and each keyword is assigned a different value. For example, "Still hurt" is set to a score of 0.2, "Uncomfortable" is set to a score of 0.5, and "I feel dying" Set the score to 1. When there are multiple keywords, the sum of the corresponding values of the multiple keywords can be used as the corresponding up-regulation score, and the score of the score can be used as the basis for the up-regulation.
通过上述计算公式R=(A*a+B)+C/(A’*B’),计算出每个用户的评分,基于后续步骤中预设优先级表的匹配,来确定所述用户的优先级。当采用直接计算用户的评分作为用户自身的优先级别时,根据上述的关键字评分相应的上调用户的评分,进而用户自身的优先级别相应的上调。Through the above calculation formula R=(A*a+B)+C/(A'*B'), the score of each user is calculated, and based on the matching of the preset priority table in the subsequent steps, the user’s rating is determined priority. When the user's score is directly calculated as the user's own priority level, the user's score is correspondingly increased according to the above keyword score, and then the user's own priority level is correspondingly increased.
即在本实施例中,所述关键字在在所述关键字表中设置对应的分值即为对应的上调级别。 上述分值只为举例,并非只能采用上述的评分。That is, in this embodiment, setting the corresponding score for the keyword in the keyword table is the corresponding increase level. The above scores are just examples, and not only the above scores can be used.
还可以采用另一种实施方式:当检索出的关键字越多,给出的值越高,对应的上调级别也越高。比如,假设所述预设的关键字表设置出现10个关键字的分值为1,出现五个关键字时分值为0.5,出现1关键字时分值为0.1,如此形成分数的梯度,所对应的分值即为对应的上调级别。Another implementation method can also be adopted: when the more keywords are retrieved, the higher the value is given, and the higher the corresponding upward adjustment level is. For example, suppose that the preset keyword table is set to have a score of 1 when 10 keywords appear, a score of 0.5 when five keywords appear, and a score of 0.1 when one keyword appears, thus forming a gradient of scores. The corresponding score is the corresponding increase level.
设置关键字表与上调级别的方式并不限制于上述方式,也可以根据每个科室、每种病症类型的不同,采取不同的取值或对应方式。The method of setting the keyword table and increasing the level is not limited to the above method, and different values or corresponding methods can also be adopted according to the difference of each department and each disease type.
如图3所示,在步骤S160提升用户标签为所述第一标签的用户的优先级,下调用户标签为所述第二标签的用户的优先级之后,还包括:As shown in FIG. 3, after step S160 increases the priority of the user whose user label is the first label, and lowers the priority of the user whose user label is the second label, the method further includes:
步骤S170根据上调或下调后的用户的优先级,获取调整后的全体用户的优先级列表。In step S170, an adjusted priority list of all users is obtained according to the priority of the user after the adjustment is increased or decreased.
通过执行上述步骤,获得回访患者之后的自动调整的用户优先级列表,医生可以从后台控制终端按优先级别从高到底查看患者的回复情况,也可以调取患者的回复语音,及时地了解患者的病情近况。By performing the above steps, the automatically adjusted user priority list after returning to the patient is obtained. The doctor can view the patient's response from the highest priority to the bottom from the back-end control terminal, and can also retrieve the patient's response voice to understand the patient's status in time. Recent illnesses.
通过上述方法,可以自动获得患者的优先级,使医生可以有针对性的对优先级别高的患者进行诊疗,提高了医疗资源的匹配率和利用率,减少了医疗资源的浪费。Through the above method, the priority of patients can be automatically obtained, so that doctors can diagnose and treat patients with high priority in a targeted manner, improve the matching rate and utilization of medical resources, and reduce the waste of medical resources.
在另一个应用场景中,根据先前已注册用户的行为数据,划分成不同的用户群体赋予不同的优先等级,并按优先级从高到低排序获得已注册用户的优先级别列表,按优先级的高低设定推送相关内容和问题反馈调查的时间周期或回访时刻。In another application scenario, according to the behavior data of previously registered users, different user groups are divided into different priority levels, and the priority list of registered users is obtained in order of priority from high to low. High and low set the time period for pushing relevant content and question feedback survey or the time of return visit.
当新用户注册时,新注册的信息包含用户的联系方式和用户偏好、使用习惯、使用频率等行为数据。通过与先前已注册用户的行为数据进行对比,确定与新用户最匹配的已注册用户群体,将该群体的优先级别赋予所述新用户。并根据预先设定的调查周期或回访时刻通过新客户的联系方式推送相关内容或问题反馈调查。When a new user registers, the newly registered information includes the user's contact information and user preferences, usage habits, frequency of use and other behavioral data. By comparing with the behavior data of previously registered users, the registered user group that best matches the new user is determined, and the priority level of the group is assigned to the new user. And according to the pre-set survey cycle or return visit time through the contact information of new customers to push relevant content or question feedback survey.
根据新注册用户针对推送内容的调查反馈(调查反馈的语音内容上传保存在数据库中),基于NLP语音技术将新用户的语音回复内容解析成文本内容,检索关键字,如“不满意”,“不好”“很烦”“不喜欢”之类的关键字,当出现该关键字时,将该用户标记为待确认,对该新注册用户优先级进行上调,再重新更新整个已注册用户的优先级别列表。According to the survey feedback of the newly registered users on the push content (the voice content of the survey feedback is uploaded and stored in the database), based on the NLP voice technology, the new user’s voice response content is parsed into text content, and keywords are searched, such as "unsatisfied", " Keywords such as “not good”, “annoying”, and “dislike”, when the keyword appears, mark the user as pending confirmation, increase the priority of the newly registered user, and re-update the entire registered user’s Priority level list.
对于不满意当前推送内容的新注册用户,后台控制终端可以按优先级别查看对应的问题反馈和其行为数据,针对性的更换相关匹配度高的推送内容,以提高资讯资源的匹配率,避免用户的流失。For newly registered users who are not satisfied with the current push content, the background control terminal can view the corresponding problem feedback and their behavior data according to the priority level, and change the relevant push content with high matching degree in a targeted manner to improve the matching rate of information resources and avoid users Of the loss.
由于上一场景中已经详细记载了具体如何实现该自动确定优先级方法的各步骤和具体实施例,本领域技术人员可以通过上述的具体步骤和具体实施例进行变形或修改以满足另一场景中的需要,故不再赘述。Since the steps and specific embodiments of how to implement the automatic priority determination method have been recorded in detail in the previous scenario, those skilled in the art can make modifications or modifications through the specific steps and specific embodiments described above to meet the requirements in another scenario. Therefore, I will not repeat it.
值得注意的是,上述两个场景仅仅为本方法具体运用的实施方式,并非对本方法实施步骤、过程或实施范围的限制,本方法还可以应用在其他需要解决资源分配的类似场景。It is worth noting that the above two scenarios are only implementations of the specific application of this method, and do not limit the implementation steps, processes, or implementation scope of this method. This method can also be applied to other similar scenarios that need to solve resource allocation.
在一实施例中,如图4所示,提供了一种一种自动调整用户优先级的装置,具体包括:第一获取模块210、发送模块220、第二获取模块230、第三获取模块240、搜索模块250、更新模块260、优先级调整模块270。In an embodiment, as shown in FIG. 4, an apparatus for automatically adjusting user priority is provided, which specifically includes: a first obtaining module 210, a sending module 220, a second obtaining module 230, and a third obtaining module 240 , Search module 250, update module 260, priority adjustment module 270.
第一获取模块210,用于获取一用户标签为初始标签的用户的标识;The first obtaining module 210 is configured to obtain an identification of a user whose user tag is an initial tag;
发送模块220,用于基于所述用户的标识,向所述用户发送回访语音;The sending module 220 is configured to send a return visit voice to the user based on the user's identity;
第二获取模块230,用于获取所述用户针对所述回访语音的回复语音;The second obtaining module 230 is configured to obtain the user's reply voice for the return visit voice;
第三获取模块240,用于基于自然语言处理NLP技术,获取所述回复语音对应的文本信息;The third obtaining module 240 is configured to obtain the text information corresponding to the reply voice based on the natural language processing NLP technology;
搜索模块250,用于基于预设的关键字表,搜索所述文本信息中与所述关键字表匹配的关键字;The search module 250 is configured to search for keywords matching the keyword table in the text information based on a preset keyword table;
更新模块260,用于当从所述文本信息中搜索出所述关键字时,将所述用户标签从所述初始标签更新为第一标签,当从所述文本信息中无法搜索出所述关键字时,将所述用户标签从所述初始标签更新为第二标签;The update module 260 is configured to update the user tag from the initial tag to the first tag when the keyword is searched from the text information, and when the key cannot be searched from the text information When writing a word, update the user label from the initial label to the second label;
优先级调整模块270,用于提升用户标签为所述第一标签的用户的优先级,下调用户标签为所述第二标签的用户的优先级。The priority adjustment module 270 is configured to increase the priority of the user whose user label is the first label, and lower the priority of the user whose user label is the second label.
上述装置中各个模块的功能和作用的实现过程具体详见上述自动调整用户优先级的方法中对应步骤的实现过程,在此不再赘述。For the implementation process of the functions and roles of each module in the above-mentioned device, refer to the implementation process of corresponding steps in the above-mentioned method for automatically adjusting user priority, which will not be repeated here.
应当注意,尽管在上文详细描述中提及了用于动作执行的设备的若干模块或者单元,但是这种划分并非强制性的。实际上,根据本申请的实施方式,上文描述的两个或更多模块或者单元的特征和功能可以在一个模块或者单元中具体化。反之,上文描述的一个模块或者单元的特征和功能可以进一步划分为由多个模块或者单元来具体化。It should be noted that although several modules or units of the device for action execution are mentioned in the above detailed description, this division is not mandatory. In fact, according to the embodiments of the present application, the features and functions of two or more modules or units described above may be embodied in one module or unit. Conversely, the features and functions of a module or unit described above can be further divided into multiple modules or units to be embodied.
此外,尽管在附图中以特定顺序描述了本申请中方法的各个步骤,但是,这并非要求或者暗示必须按照该特定顺序来执行这些步骤,或是必须执行全部所示的步骤才能实现期望的结果。附加的或备选的,可以省略某些步骤,将多个步骤合并为一个步骤执行,以及/或者将一个步骤分解为多个步骤执行等。In addition, although the various steps of the method in the present application are described in a specific order in the drawings, this does not require or imply that these steps must be performed in the specific order, or that all the steps shown must be performed to achieve the desired result. Additionally or alternatively, some steps may be omitted, multiple steps may be combined into one step for execution, and/or one step may be decomposed into multiple steps for execution, etc.
通过以上的实施方式的描述,本领域的技术人员易于理解,这里描述的示例实施方式可以通过软件实现,也可以通过软件结合必要的硬件的方式来实现。因此,根据本申请实施方式的技术方案可以以软件产品的形式体现出来,该软件产品可以存储在一个非易失性存储介质(可以是CD-ROM,U盘,移动硬盘等)中或网络上,包括若干指令以使得一台计算设备(可以是个人计算机、服务器、移动终端、或者网络设备等)执行根据本申请实施方式的方法。Through the description of the above embodiments, those skilled in the art can easily understand that the example embodiments described here can be implemented by software, or can be implemented by combining software with necessary hardware. Therefore, the technical solution according to the embodiments of the present application can be embodied in the form of a software product, which can be stored in a non-volatile storage medium (which can be a CD-ROM, U disk, mobile hard disk, etc.) or on the network , Including several instructions to make a computing device (which can be a personal computer, a server, a mobile terminal, or a network device, etc.) execute the method according to the embodiment of the present application.
图5示出根据本申请一示例实施方式的一种自动调整用户优先级的系统架构图。该系统架构包括:数据库310、用户终端320、后台控制终端330。其中,数据库310从用户终端320获取一用户标签为初始标签的用户的标识,并基于所述用户的标识,向所述用户发送回访语音,用户终端320在接收到用户发送的回访语音后,针对回访语音的内容进行语音回复,数据库310再获取所述用户针对所述回访语音的回复语音,并基于自然语言处理NLP技术,获取所述回复语音对应的文本信息,基于预设的关键字表,搜索所述文本信息中与所述关键字表匹配的关键字。当数据库310从所述文本信息中搜索出所述关键字时,将所述用户标签从所述初始标签更新为第一标签,当从所述文本信息中无法搜索出所述关键字时,将所述用户标签从所述初始标签更新为第二标签,并相应调整用户的优先等级,后台控制终端330可以通过调取数据库310来查看用户,并针对用户的优先级的高低,相应的给用户终端320分配对应的资源,同时也可以对数据库310进行补充修改或更新回访语音内容。Fig. 5 shows an architecture diagram of a system for automatically adjusting user priority according to an exemplary embodiment of the present application. The system architecture includes a database 310, a user terminal 320, and a background control terminal 330. Wherein, the database 310 obtains an identification of a user whose user tag is the initial tag from the user terminal 320, and based on the user identification, sends a return visit voice to the user. After receiving the return visit voice sent by the user, the user terminal 320 responds to The content of the return visit voice is verbally responded, and the database 310 obtains the user's reply voice for the return visit voice, and based on natural language processing NLP technology, obtains the text information corresponding to the reply voice, based on a preset keyword table, Search for keywords that match the keyword table in the text information. When the database 310 searches for the keyword from the text information, the user tag is updated from the initial tag to the first tag. When the keyword cannot be searched from the text information, the user tag is updated. The user tag is updated from the initial tag to the second tag, and the user's priority level is adjusted accordingly. The background control terminal 330 can retrieve the database 310 to view the user, and give the user a corresponding priority according to the user's priority. The terminal 320 allocates corresponding resources, and can also supplement and modify the database 310 or update the voice content of the return visit.
通过以上对系统架构的描述,本领域的技术人员易于理解,这里描述的系统架构能够实现图4所示的自动调整用户优先级的装置中各个模块的功能。Through the above description of the system architecture, those skilled in the art can easily understand that the system architecture described here can realize the functions of each module in the apparatus for automatically adjusting user priority shown in FIG. 4.
在本申请的示例性实施例中,还提供了一种能够实现上述方法的电子设备。In an exemplary embodiment of the present application, an electronic device capable of implementing the above method is also provided.
所属技术领域的技术人员能够理解,本申请的各个方面可以实现为系统、方法或程序产品。因此,本申请的各个方面可以具体实现为以下形式,即:完全的硬件实施方式、完全的软件实施方式(包括固件、微代码等),或硬件和软件方面结合的实施方式,这里可以统称为“电路”、“模块”或“系统”。Those skilled in the art can understand that various aspects of the present application can be implemented as a system, a method, or a program product. Therefore, each aspect of this application can be specifically implemented in the following forms, namely: complete hardware implementation, complete software implementation (including firmware, microcode, etc.), or a combination of hardware and software implementations, which can be collectively referred to herein as "Circuit", "Module" or "System".
下面参照图6来描述根据本申请的这种实施方式的电子设备400。图6显示的电子设备400仅仅是一个示例,不应对本申请实施例的功能和使用范围带来任何限制。The electronic device 400 according to this embodiment of the present application will be described below with reference to FIG. 6. The electronic device 400 shown in FIG. 6 is only an example, and should not bring any limitation to the function and scope of use of the embodiments of the present application.
如图6所示,电子设备400以通用计算设备的形式表现。电子设备400的组件可以包括但不限于:上述至少一个处理单元410、上述至少一个存储单元420、连接不同系统组件(包括存储单元420和处理单元410)的总线430。As shown in FIG. 6, the electronic device 400 is represented in the form of a general-purpose computing device. The components of the electronic device 400 may include, but are not limited to: the aforementioned at least one processing unit 410, the aforementioned at least one storage unit 420, and a bus 430 connecting different system components (including the storage unit 420 and the processing unit 410).
其中,所述存储单元存储有程序代码,所述程序代码可以被所述处理单元410执行,使得所述处理单元410执行本说明书上述“示例性方法”部分中描述的根据本申请各种示例性实施方式的步骤。例如,所述处理单元410可以执行如图1中所示步骤:Wherein, the storage unit stores program code, and the program code can be executed by the processing unit 410, so that the processing unit 410 executes the various exemplary methods described in the "Exemplary Method" section of this specification. Steps of implementation. For example, the processing unit 410 may perform the steps shown in FIG. 1:
步骤S100获取一用户标签为初始标签的用户的标识;Step S100 obtains an identifier of a user whose user tag is the initial tag;
步骤S110基于所述用户的标识,向所述用户发送回访语音;Step S110, based on the user's identity, send a return visit voice to the user;
步骤S120获取所述用户针对所述回访语音的回复语音;Step S120: Obtain the reply voice of the user for the return visit voice;
步骤S130基于自然语言处理NLP技术,获取所述回复语音对应的文本信息;Step S130 is based on natural language processing NLP technology to obtain text information corresponding to the reply voice;
步骤S140基于预设的关键字表,搜索所述文本信息中与所述关键字表匹配的关键字;Step S140, based on a preset keyword table, search for keywords that match the keyword table in the text information;
步骤S150当从所述文本信息中搜索出所述关键字时,将所述用户标签从所述初始标签更新为第一标签,当从所述文本信息中无法搜索出所述关键字时,将所述用户标签从所述初始标签更新为第二标签;Step S150: When the keyword is searched from the text information, the user tag is updated from the initial tag to the first tag, and when the keyword cannot be searched from the text information, the user tag is updated The user label is updated from the initial label to the second label;
步骤S160提升用户标签为所述第一标签的用户的优先级,下调用户标签为所述第二标签的用户的优先级。In step S160, the priority of the user whose user label is the first label is increased, and the priority of the user whose user label is the second label is lowered.
存储单元420可以包括易失性存储单元形式的可读介质,例如随机存取存储单元(RAM)4201和/或高速缓存存储单元4202,还可以进一步包括只读存储单元(ROM)4203。The storage unit 420 may include a readable medium in the form of a volatile storage unit, such as a random access storage unit (RAM) 4201 and/or a cache storage unit 4202, and may further include a read-only storage unit (ROM) 4203.
存储单元420还可以包括具有一组(至少一个)程序模块4205的程序/实用工具4204,这样的程序模块4205包括但不限于:操作系统、一个或者多个应用程序、其它程序模块以及程序数据,这些示例中的每一个或某种组合中可能包括网络环境的实现。The storage unit 420 may also include a program/utility tool 4204 having a set (at least one) program module 4205. Such program module 4205 includes but is not limited to: an operating system, one or more application programs, other program modules, and program data, Each of these examples or some combination may include the implementation of a network environment.
总线430可以为表示几类总线结构中的一种或多种,包括存储单元总线或者存储单元控制器、外围总线、图形加速端口、处理单元或者使用多种总线结构中的任意总线结构的局域总线。The bus 430 may represent one or more of several types of bus structures, including a storage unit bus or a storage unit controller, a peripheral bus, a graphics acceleration port, a processing unit, or a local area using any bus structure among multiple bus structures. bus.
电子设备400也可以与一个或多个外部设备500(例如键盘、指向设备、蓝牙设备等)通信,还可与一个或者多个使得用户能与该电子设备400交互的设备通信,和/或与使得该电子设备400能与一个或多个其它计算设备进行通信的任何设备(例如路由器、调制解调器等等)通信。这种通信可以通过输入/输出(I/O)接口450进行。并且,电子设备400还可以通过网络适配器460与一个或者多个网络(例如局域网(LAN),广域网(WAN)和/或公共网络,例如因特网)通信。如图所示,网络适配器460通过总线430与电子设备400的其它模块通信。应当明白,尽管图中未示出,可以结合电子设备400使用其它硬件和/或软件模块,包括但不限于:微代码、设备驱动器、冗余处理单元、外部磁盘驱动阵列、RAID系统、磁带驱动器以及数据备份存储系统等。The electronic device 400 may also communicate with one or more external devices 500 (such as keyboards, pointing devices, Bluetooth devices, etc.), and may also communicate with one or more devices that enable a user to interact with the electronic device 400, and/or communicate with Any device (such as a router, modem, etc.) that enables the electronic device 400 to communicate with one or more other computing devices. This communication can be performed through an input/output (I/O) interface 450. In addition, the electronic device 400 may also communicate with one or more networks (for example, a local area network (LAN), a wide area network (WAN), and/or a public network, such as the Internet) through the network adapter 460. As shown in the figure, the network adapter 460 communicates with other modules of the electronic device 400 through the bus 430. It should be understood that although not shown in the figure, other hardware and/or software modules can be used in conjunction with the electronic device 400, including but not limited to: microcode, device drivers, redundant processing units, external disk drive arrays, RAID systems, tape drives And data backup storage system, etc.
通过以上的实施方式的描述,本领域的技术人员易于理解,这里描述的示例实施方式可以通过软件实现,也可以通过软件结合必要的硬件的方式来实现。因此,根据本申请实施方式的技术方案可以以软件产品的形式体现出来,该软件产品可以存储在一个非易失性存储介质(可以是CD-ROM,U盘,移动硬盘等)中或网络上,包括若干指令以使得一台计算设备(可以是个人计算机、服务器、终端装置、或者网络设备等)执行根据本申请实施方式的方法。Through the description of the above embodiments, those skilled in the art can easily understand that the example embodiments described here can be implemented by software, or can be implemented by combining software with necessary hardware. Therefore, the technical solution according to the embodiments of the present application can be embodied in the form of a software product, which can be stored in a non-volatile storage medium (which can be a CD-ROM, U disk, mobile hard disk, etc.) or on the network , Including several instructions to make a computing device (which can be a personal computer, a server, a terminal device, or a network device, etc.) execute the method according to the embodiment of the present application.
在本申请的示例性实施例中,还提供了一种计算机可读存储介质,所述计算机可读存储介质可以是非易失性,也可以是易失性,其上存储有能够实现本说明书上述方法的程序产品。在一些可能的实施方式中,本申请的各个方面还可以实现为一种程序产品的形式,其包括程序代码,当所述程序产品在终端设备上运行时,所述程序代码用于使所述终端设备执行本说 明书上述“示例性方法”部分中描述的根据本申请各种示例性实施方式的步骤。In the exemplary embodiment of the present application, a computer-readable storage medium is also provided. The computer-readable storage medium may be non-volatile or volatile. The program product of the method. In some possible implementation manners, various aspects of the present application can also be implemented in the form of a program product, which includes program code. When the program product runs on a terminal device, the program code is used to make the The terminal device executes the steps according to various exemplary embodiments of the present application described in the above-mentioned "Exemplary Method" section of this specification.
参考图7所示,描述了根据本申请的实施方式的用于实现上述方法的程序产品600,其可以采用便携式紧凑盘只读存储器(CD-ROM)并包括程序代码,并可以在终端设备,例如个人电脑上运行。然而,本申请的程序产品不限于此,在本文件中,可读存储介质可以是任何包含或存储程序的有形介质,该程序可以被指令执行系统、装置或者器件使用或者与其结合使用。Referring to FIG. 7, a program product 600 for implementing the above method according to an embodiment of the present application is described. It can adopt a portable compact disk read-only memory (CD-ROM) and include program code, and can be installed in a terminal device, For example, running on a personal computer. However, the program product of this application is not limited to this. In this document, the readable storage medium can be any tangible medium that contains or stores a program, and the program can be used by or in combination with an instruction execution system, device, or device.
所述程序产品可以采用一个或多个可读介质的任意组合。可读介质可以是可读信号介质或者可读存储介质。可读存储介质例如可以为但不限于电、磁、光、电磁、红外线、或半导体的系统、装置或器件,或者任意以上的组合。可读存储介质的更具体的例子(非穷举的列表)包括:具有一个或多个导线的电连接、便携式盘、硬盘、随机存取存储器(RAM)、只读存储器(ROM)、可擦式可编程只读存储器(EPROM或闪存)、光纤、便携式紧凑盘只读存储器(CD-ROM)、光存储器件、磁存储器件、或者上述的任意合适的组合。The program product can use any combination of one or more readable media. The readable medium may be a readable signal medium or a readable storage medium. The readable storage medium may be, for example, but not limited to, an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, device, or device, or a combination of any of the above. More specific examples (non-exhaustive list) of readable storage media include: electrical connections with one or more wires, portable disks, hard disks, random access memory (RAM), read-only memory (ROM), erasable Type programmable read only memory (EPROM or flash memory), optical fiber, portable compact disk read only memory (CD-ROM), optical storage device, magnetic storage device, or any suitable combination of the above.
计算机可读信号介质可以包括在基带中或者作为载波一部分传播的数据信号,其中承载了可读程序代码。这种传播的数据信号可以采用多种形式,包括但不限于电磁信号、光信号或上述的任意合适的组合。可读信号介质还可以是可读存储介质以外的任何可读介质,该可读介质可以发送、传播或者传输用于由指令执行系统、装置或者器件使用或者与其结合使用的程序。The computer-readable signal medium may include a data signal propagated in baseband or as a part of a carrier wave, and readable program code is carried therein. This propagated data signal can take many forms, including but not limited to electromagnetic signals, optical signals, or any suitable combination of the foregoing. The readable signal medium may also be any readable medium other than a readable storage medium, and the readable medium may send, propagate, or transmit a program for use by or in combination with the instruction execution system, apparatus, or device.
可读介质上包含的程序代码可以用任何适当的介质传输,包括但不限于无线、有线、光缆、RF等等,或者上述的任意合适的组合。The program code contained on the readable medium can be transmitted by any suitable medium, including but not limited to wireless, wired, optical cable, RF, etc., or any suitable combination of the foregoing.
可以以一种或多种程序设计语言的任意组合来编写用于执行本申请操作的程序代码,所述程序设计语言包括面向对象的程序设计语言—诸如Java、C++等,还包括常规的过程式程序设计语言—诸如“C”语言或类似的程序设计语言。程序代码可以完全地在用户计算设备上执行、部分地在用户设备上执行、作为一个独立的软件包执行、部分在用户计算设备上部分在远程计算设备上执行、或者完全在远程计算设备或服务器上执行。在涉及远程计算设备的情形中,远程计算设备可以通过任意种类的网络,包括局域网(LAN)或广域网(WAN),连接到用户计算设备,或者,可以连接到外部计算设备(例如利用因特网服务提供商来通过因特网连接)。The program code used to perform the operations of the present application can be written in any combination of one or more programming languages. The programming languages include object-oriented programming languages—such as Java, C++, etc., as well as conventional procedural programming languages. Programming language-such as "C" language or similar programming language. The program code can be executed entirely on the user's computing device, partly on the user's device, executed as an independent software package, partly on the user's computing device and partly executed on the remote computing device, or entirely on the remote computing device or server Executed on. In the case of a remote computing device, the remote computing device can be connected to a user computing device through any kind of network, including a local area network (LAN) or a wide area network (WAN), or it can be connected to an external computing device (for example, using Internet service providers). Business to connect via the Internet).
此外,上述附图仅是根据本申请示例性实施例的方法所包括的处理的示意性说明,而不是限制目的。易于理解,上述附图所示的处理并不表明或限制这些处理的时间顺序。另外,也易于理解,这些处理可以是例如在多个模块中同步或异步执行的。In addition, the above-mentioned drawings are merely schematic illustrations of the processing included in the method according to the exemplary embodiments of the present application, and are not intended for limitation. It is easy to understand that the processing shown in the above drawings does not indicate or limit the time sequence of these processings. In addition, it is easy to understand that these processes can be executed synchronously or asynchronously in multiple modules, for example.
本领域技术人员在考虑说明书及实践这里公开的发明后,将容易想到本申请的其他实施例。本申请旨在涵盖本申请的任何变型、用途或者适应性变化,这些变型、用途或者适应性变化遵循本申请的一般性原理并包括本申请未公开的本技术领域中的公知常识或惯用技术手段。说明书和实施例仅被视为示例性的,本申请的真正范围和精神由权利要求指出。After considering the specification and practicing the invention disclosed herein, those skilled in the art will easily think of other embodiments of the present application. This application is intended to cover any variations, uses, or adaptive changes of this application. These variations, uses, or adaptive changes follow the general principles of this application and include common knowledge or customary technical means in the technical field that are not disclosed in this application. . The description and the embodiments are only regarded as exemplary, and the true scope and spirit of the application are pointed out by the claims.
Claims (20)
- 一种自动调整用户优先级的方法,其中,所述方法包括:A method for automatically adjusting user priority, wherein the method includes:获取一用户标签为初始标签的用户的标识;Acquiring an identifier of a user whose user tag is the initial tag;基于所述用户的标识,向所述用户发送回访语音;Sending a return visit voice to the user based on the identity of the user;获取所述用户针对所述回访语音的回复语音;Acquiring the user's reply voice for the return visit voice;基于自然语言处理NLP技术,获取所述回复语音对应的文本信息;Obtain the text information corresponding to the reply voice based on natural language processing NLP technology;基于预设的关键字表,搜索所述文本信息中与所述关键字表匹配的关键字;Searching for keywords matching the keyword table in the text information based on a preset keyword table;当从所述文本信息中搜索出所述关键字时,将所述用户标签从所述初始标签更新为第一标签,当从所述文本信息中无法搜索出所述关键字时,将所述用户标签从所述初始标签更新为第二标签;When the keyword is searched out from the text information, the user tag is updated from the initial tag to the first tag, and when the keyword cannot be searched out from the text information, the user tag is updated The user label is updated from the initial label to the second label;提升用户标签为所述第一标签的用户的优先级,下调用户标签为所述第二标签的用户的优先级。The priority of the user whose user label is the first label is increased, and the priority of the user whose user label is the second label is lowered.
- 根据权利要求1所述的方法,其中,在所述获取用户标签为初始标签的用户的标识之前,包括:The method according to claim 1, wherein, before said obtaining the identification of the user whose user tag is the initial tag, the method comprises:对每一用户标签为初始标签的用户,获取所述用户的属性数据;For each user whose user tag is the initial tag, obtain the attribute data of the user;基于所述用户的属性数据,确定所述用户对应的优先级。Based on the attribute data of the user, the priority corresponding to the user is determined.
- 根据权利要求2所述的方法,其中,所述用户的属性数据包括用户的问题描述,在确定所述用户对应的优先级之前,包括:The method according to claim 2, wherein the attribute data of the user includes a description of the user's problem, and before determining the priority corresponding to the user, the method includes:获取用户的问题描述;Get the user’s problem description;提取问题描述中的问题关键字;Extract the problem keywords in the problem description;基于所述问题关键字与预设的问题关键字表,获取用户的问题匹配值。Based on the question keyword and the preset question keyword table, the question matching value of the user is obtained.
- 根据权利要求3所述的方法,其中,所述用户的属性数据还包括所述用户的年龄数据、性别数据,所述基于所述用户的属性数据,确定所述用户对应的优先级,包括:The method according to claim 3, wherein the attribute data of the user further includes age data and gender data of the user, and the determining the priority corresponding to the user based on the attribute data of the user includes:基于所述用户的年龄数据,确定所述用户的年龄匹配值;Determining the age matching value of the user based on the age data of the user;基于所述用户的性别数据,确定所述用户的性别匹配值;Determining the gender matching value of the user based on the gender data of the user;根据以下公式确定该用户的评分:R=(A*a+B)+C/(A’*B’),其中,A为所述用户的年龄匹配值、B为所述用户的问题匹配值、C为所述用户的性别匹配值、a为年龄修正系数、A’为标准年龄匹配值、B’为标准问题匹配值;The user’s score is determined according to the following formula: R=(A*a+B)+C/(A'*B'), where A is the user’s age matching value and B is the user’s question matching value , C is the gender matching value of the user, a is the age correction coefficient, A'is the standard age matching value, and B'is the standard question matching value;基于所述用户的评分,确定所述用户对应的优先级。Based on the score of the user, the priority corresponding to the user is determined.
- 根据权利要求1所述的方法,其中,所述基于所述用户的标识,向所述用户发送回访语音,包括:The method according to claim 1, wherein the sending a return visit voice to the user based on the user's identity comprises:基于所述用户的标识与预设优先级表的匹配,确定所述用户的优先级,所述优先级表描述了用户的标识对应的用户优先级;Determining the priority of the user based on the match between the user's identification and a preset priority table, the priority table describing the user priority corresponding to the user's identification;基于所述用户优先级与预设间隔时间表的匹配,确定向所述用户发送回访语音的间隔时间,所述回访时间表描述了用户优先级对应的间隔时间;Determining an interval time for sending a return visit voice to the user based on the match between the user priority and a preset interval time table, the return visit time table describing the interval time corresponding to the user priority;于当前时间点的所述间隔时间后向所述用户发送回访语音。Send a return visit voice to the user after the interval time at the current time point.
- 根据权利要求1所述的方法,其中,所述基于预设的关键字表,搜索所述文本信息中与所述关键字表匹配的关键字,还包括:The method according to claim 1, wherein the searching for a keyword matching the keyword table in the text information based on a preset keyword table further comprises:所述预设的关键字表中包括有多个关键字,每个所述关键字设置对应的上调级别,The preset keyword table includes a plurality of keywords, and each keyword is set to a corresponding increase level,当从所述文本信息中搜索出所述关键字时,将所述用户标签从所述初始标签更新为第一标签,根据搜索出所述关键词所对应的上调级别,赋予所述用户标签为第一标签的所述用户相应的上调级别。When the keyword is searched out from the text information, the user tag is updated from the initial tag to the first tag, and the user tag is assigned according to the up-level corresponding to the keyword searched for The user of the first label correspondingly increases the level.
- 根据权利要求6所述的方法,其中,在提升用户标签为所述第一标签的用户的优先级,下调用户标签为所述第二标签的用户的优先级之后,还包括:The method according to claim 6, wherein after increasing the priority of the user whose user tag is the first tag and lowering the priority of the user whose user tag is the second tag, the method further comprises:根据上调或下调后的用户的优先级,获取调整后的全体用户的优先级列表。Obtain the adjusted priority list of all users according to the priority of the users after the adjustment is increased or decreased.
- 一种自动调整用户优先级的电子设备,包括:An electronic device that automatically adjusts user priority, including:存储器,配置为存储可执行指令;Memory, configured to store executable instructions;处理器,配置为执行存储器中存储的可执行指令,其中,所述处理器在执行所述可执行指令时配置为执行以下处理:The processor is configured to execute executable instructions stored in the memory, where the processor is configured to execute the following processing when executing the executable instructions:获取一用户标签为初始标签的用户的标识;Acquiring an identifier of a user whose user tag is the initial tag;基于所述用户的标识,向所述用户发送回访语音;Sending a return visit voice to the user based on the identity of the user;获取所述用户针对所述回访语音的回复语音;Acquiring the user's reply voice for the return visit voice;基于自然语言处理NLP技术,获取所述回复语音对应的文本信息;Obtain the text information corresponding to the reply voice based on natural language processing NLP technology;基于预设的关键字表,搜索所述文本信息中与所述关键字表匹配的关键字;Searching for keywords matching the keyword table in the text information based on a preset keyword table;当从所述文本信息中搜索出所述关键字时,将所述用户标签从所述初始标签更新为第一标签,当从所述文本信息中无法搜索出所述关键字时,将所述用户标签从所述初始标签更新为第二标签;When the keyword is searched out from the text information, the user tag is updated from the initial tag to the first tag, and when the keyword cannot be searched out from the text information, the user tag is updated The user label is updated from the initial label to the second label;提升用户标签为所述第一标签的用户的优先级,下调用户标签为所述第二标签的用户的优先级。The priority of the user whose user label is the first label is increased, and the priority of the user whose user label is the second label is lowered.
- 根据权利要求8所述的电子设备,其中,在所述获取用户标签为初始标签的用户的标识之前,所述处理器在执行所述可执行指令时配置为执行以下处理:8. The electronic device according to claim 8, wherein, before the obtaining the identification of the user whose user tag is the initial tag, the processor is configured to perform the following processing when executing the executable instruction:对每一用户标签为初始标签的用户,获取所述用户的属性数据;For each user whose user tag is the initial tag, obtain the attribute data of the user;基于所述用户的属性数据,确定所述用户对应的优先级。Based on the attribute data of the user, the priority corresponding to the user is determined.
- 根据权利要求9所述的电子设备,其中,所述用户的属性数据包括用户的问题描述,在确定所述用户对应的优先级之前,所述处理器在执行所述可执行指令时配置为执行以下处理:The electronic device according to claim 9, wherein the attribute data of the user includes a description of the user's problem, and before the priority corresponding to the user is determined, the processor is configured to execute the executable instruction when the executable instruction is executed. The following processing:获取用户的问题描述;Get the user’s problem description;提取问题描述中的问题关键字;Extract the problem keywords in the problem description;基于所述问题关键字与预设的问题关键字表,获取用户的问题匹配值。Based on the question keyword and the preset question keyword table, the question matching value of the user is obtained.
- 根据权利要求10所述的电子设备,其中,所述用户的属性数据还包括所述用户的年龄数据、性别数据,所述处理器在执行所述可执行指令时配置为执行以下处理来实现所述基于所述用户的属性数据,确定所述用户对应的优先级:The electronic device according to claim 10, wherein the attribute data of the user further includes age data and gender data of the user, and the processor is configured to perform the following processing when executing the executable instruction Said determining the priority corresponding to the user based on the attribute data of the user:基于所述用户的年龄数据,确定所述用户的年龄匹配值;Determining the age matching value of the user based on the age data of the user;基于所述用户的性别数据,确定所述用户的性别匹配值;Determining the gender matching value of the user based on the gender data of the user;根据以下公式确定该用户的评分:R=(A*a+B)+C/(A’*B’),其中,A为所述用户的年龄匹配值、B为所述用户的问题匹配值、C为所述用户的性别匹配值、a为年龄修正系数、A’为标准年龄匹配值、B’为标准问题匹配值;The user’s score is determined according to the following formula: R=(A*a+B)+C/(A'*B'), where A is the user’s age matching value and B is the user’s question matching value , C is the gender matching value of the user, a is the age correction coefficient, A'is the standard age matching value, and B'is the standard question matching value;基于所述用户的评分,确定所述用户对应的优先级。Based on the score of the user, the priority corresponding to the user is determined.
- 根据权利要求8所述的电子设备,其中,所述处理器在执行所述可执行指令时配置为执行以下处理来实现所述基于所述用户的标识,向所述用户发送回访语音:The electronic device according to claim 8, wherein the processor is configured to perform the following processing when executing the executable instruction to realize the sending a return visit voice to the user based on the user's identification:基于所述用户的标识与预设优先级表的匹配,确定所述用户的优先级,所述优先级表描述了用户的标识对应的用户优先级;Determining the priority of the user based on the match between the user's identification and a preset priority table, the priority table describing the user priority corresponding to the user's identification;基于所述用户优先级与预设间隔时间表的匹配,确定向所述用户发送回访语音的间隔时间,所述回访时间表描述了用户优先级对应的间隔时间;Determining an interval time for sending a return visit voice to the user based on the matching of the user priority with a preset interval time table, the return visit time table describing the interval time corresponding to the user priority;于当前时间点的所述间隔时间后向所述用户发送回访语音。Send a return visit voice to the user after the interval time at the current time point.
- 根据权利要求8所述的电子设备,其中,所述处理器在执行所述可执行指令时配置为执行以下处理来实现所述基于预设的关键字表,搜索所述文本信息中与所述关键字表匹配的关键字:The electronic device according to claim 8, wherein the processor is configured to perform the following processing when executing the executable instruction to implement the preset-based keyword table, and search for the text information and the Keywords matched by the keyword table:所述预设的关键字表中包括有多个关键字,每个所述关键字设置对应的上调级别,The preset keyword table includes multiple keywords, and each keyword is set to a corresponding increase level,当从所述文本信息中搜索出所述关键字时,将所述用户标签从所述初始标签更新为第一 标签,根据搜索出所述关键词所对应的上调级别,赋予所述用户标签为第一标签的所述用户相应的上调级别。When the keyword is searched out from the text information, the user tag is updated from the initial tag to the first tag, and the user tag is assigned according to the up-level corresponding to the keyword searched out as The user of the first label correspondingly increases the level.
- 一种计算机可读存储介质,其存储有计算机程序指令,所述计算机程序指令在被计算机执行时,使计算机执行以下处理:A computer-readable storage medium, which stores computer program instructions that, when executed by a computer, cause the computer to perform the following processing:获取一用户标签为初始标签的用户的标识;Acquiring an identifier of a user whose user tag is the initial tag;基于所述用户的标识,向所述用户发送回访语音;Sending a return visit voice to the user based on the identity of the user;获取所述用户针对所述回访语音的回复语音;Acquiring the user's reply voice for the return visit voice;基于自然语言处理NLP技术,获取所述回复语音对应的文本信息;Obtain the text information corresponding to the reply voice based on natural language processing NLP technology;基于预设的关键字表,搜索所述文本信息中与所述关键字表匹配的关键字;Searching for keywords matching the keyword table in the text information based on a preset keyword table;当从所述文本信息中搜索出所述关键字时,将所述用户标签从所述初始标签更新为第一标签,当从所述文本信息中无法搜索出所述关键字时,将所述用户标签从所述初始标签更新为第二标签;When the keyword is searched out from the text information, the user tag is updated from the initial tag to the first tag, and when the keyword cannot be searched out from the text information, the user tag is updated The user label is updated from the initial label to the second label;提升用户标签为所述第一标签的用户的优先级,下调用户标签为所述第二标签的用户的优先级。The priority of the user whose user label is the first label is increased, and the priority of the user whose user label is the second label is lowered.
- 根据权利要求14所述的计算机可读存储介质,其中,在所述获取用户标签为初始标签的用户的标识之前,所述计算机程序指令在被计算机执行时使计算机执行以下处理:14. The computer-readable storage medium according to claim 14, wherein, before the obtaining the user identification of the user whose user tag is the initial tag, the computer program instructions, when executed by the computer, cause the computer to perform the following processing:对每一用户标签为初始标签的用户,获取所述用户的属性数据;For each user whose user tag is the initial tag, obtain the attribute data of the user;基于所述用户的属性数据,确定所述用户对应的优先级。Based on the attribute data of the user, the priority corresponding to the user is determined.
- 根据权利要求15所述的计算机可读存储介质,其中,所述用户的属性数据包括用户的问题描述,在确定所述用户对应的优先级之前,所述计算机程序指令在被计算机执行时使计算机执行以下处理:The computer-readable storage medium according to claim 15, wherein the attribute data of the user includes a description of the user's problem, and before the priority corresponding to the user is determined, the computer program instructions cause the computer to Perform the following processing:获取用户的问题描述;Get the user’s problem description;提取问题描述中的问题关键字;Extract the problem keywords in the problem description;基于所述问题关键字与预设的问题关键字表,获取用户的问题匹配值。Based on the question keyword and the preset question keyword table, the question matching value of the user is obtained.
- 根据权利要求16所述的计算机可读存储介质,其中,所述用户的属性数据还包括所述用户的年龄数据、性别数据,所述计算机程序指令在被计算机执行时使计算机执行以下处理来实现所述基于所述用户的属性数据,确定所述用户对应的优先级:The computer-readable storage medium according to claim 16, wherein the attribute data of the user further includes age data and gender data of the user, and the computer program instructions when executed by the computer cause the computer to perform the following processing to achieve The determining the priority corresponding to the user based on the attribute data of the user:基于所述用户的年龄数据,确定所述用户的年龄匹配值;Determining the age matching value of the user based on the age data of the user;基于所述用户的性别数据,确定所述用户的性别匹配值;Determining the gender matching value of the user based on the gender data of the user;根据以下公式确定该用户的评分:R=(A*a+B)+C/(A’*B’),其中,A为所述用户的年龄匹配值、B为所述用户的问题匹配值、C为所述用户的性别匹配值、a为年龄修正系数、A’为标准年龄匹配值、B’为标准问题匹配值;The user’s score is determined according to the following formula: R=(A*a+B)+C/(A'*B'), where A is the user’s age matching value and B is the user’s question matching value , C is the gender matching value of the user, a is the age correction coefficient, A'is the standard age matching value, and B'is the standard question matching value;基于所述用户的评分,确定所述用户对应的优先级。Based on the score of the user, the priority corresponding to the user is determined.
- 根据权利要求14所述的计算机可读存储介质,其中,所述计算机程序指令在被计算机执行时使计算机执行以下处理来实现所述基于所述用户的标识,向所述用户发送回访语音:The computer-readable storage medium according to claim 14, wherein the computer program instructions, when executed by the computer, cause the computer to perform the following processing to realize the sending of a return visit voice to the user based on the user's identification:基于所述用户的标识与预设优先级表的匹配,确定所述用户的优先级,所述优先级表描述了用户的标识对应的用户优先级;Determining the priority of the user based on the match between the user's identification and a preset priority table, the priority table describing the user priority corresponding to the user's identification;基于所述用户优先级与预设间隔时间表的匹配,确定向所述用户发送回访语音的间隔时间,所述回访时间表描述了用户优先级对应的间隔时间;Determining an interval time for sending a return visit voice to the user based on the matching of the user priority with a preset interval time table, the return visit time table describing the interval time corresponding to the user priority;于当前时间点的所述间隔时间后向所述用户发送回访语音。Send a return visit voice to the user after the interval time at the current time point.
- 根据权利要求14所述的计算机可读存储介质,其中,所述计算机程序指令在被计算机执行时使计算机执行以下处理来实现所述基于预设的关键字表,搜索所述文本信息中与所述关键字表匹配的关键字:The computer-readable storage medium according to claim 14, wherein, when the computer program instructions are executed by a computer, the computer executes the following processing to realize the preset keyword table based on searching the text information and all Describe the matched keywords in the keyword table:所述预设的关键字表中包括有多个关键字,每个所述关键字设置对应的上调级别,The preset keyword table includes multiple keywords, and each keyword is set to a corresponding increase level,当从所述文本信息中搜索出所述关键字时,将所述用户标签从所述初始标签更新为第一 标签,根据搜索出所述关键词所对应的上调级别,赋予所述用户标签为第一标签的所述用户相应的上调级别。When the keyword is searched out from the text information, the user tag is updated from the initial tag to the first tag, and the user tag is assigned according to the up-level corresponding to the keyword searched out as The user of the first label correspondingly increases the level.
- 一种自动调整用户优先级的装置,其中,包括:A device for automatically adjusting user priority, which includes:第一获取模块,配置为获取一用户标签为初始标签的用户的标识;The first obtaining module is configured to obtain an identification of a user whose user tag is an initial tag;发送模块,配置为基于所述用户的标识,向所述用户发送回访语音;A sending module, configured to send a return visit voice to the user based on the user's identity;第二获取模块,配置为获取所述用户针对所述回访语音的回复语音;The second obtaining module is configured to obtain the reply voice of the user for the return visit voice;第三获取模块,配置为基于自然语言处理NLP技术,获取所述回复语音对应的文本信息;The third acquisition module is configured to acquire text information corresponding to the reply voice based on natural language processing NLP technology;搜索模块,配置为基于预设的关键字表,搜索所述文本信息中与所述关键字表匹配的关键字;The search module is configured to search for keywords matching the keyword table in the text information based on a preset keyword table;更新模块,配置为当从所述文本信息中搜索出所述关键字时,将所述用户标签从所述初始标签更新为第一标签,当从所述文本信息中无法搜索出所述关键字时,将所述用户标签从所述初始标签更新为第二标签;The update module is configured to update the user tag from the initial tag to the first tag when the keyword is searched from the text information, and when the keyword cannot be searched from the text information When, update the user label from the initial label to the second label;优先级调整模块,配置为提升用户标签为所述第一标签的用户的优先级,下调用户标签为所述第二标签的用户的优先级。The priority adjustment module is configured to increase the priority of the user whose user label is the first label, and lower the priority of the user whose user label is the second label.
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