WO2021189789A1 - 咨询信息的处理方法和装置 - Google Patents

咨询信息的处理方法和装置 Download PDF

Info

Publication number
WO2021189789A1
WO2021189789A1 PCT/CN2020/117348 CN2020117348W WO2021189789A1 WO 2021189789 A1 WO2021189789 A1 WO 2021189789A1 CN 2020117348 W CN2020117348 W CN 2020117348W WO 2021189789 A1 WO2021189789 A1 WO 2021189789A1
Authority
WO
WIPO (PCT)
Prior art keywords
consultation
information
user
result information
questionnaire
Prior art date
Application number
PCT/CN2020/117348
Other languages
English (en)
French (fr)
Inventor
朱东纬
黄海峰
陆超
吴家林
夏源
史学颖
李晓琴
胡小明
Original Assignee
北京百度网讯科技有限公司
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by 北京百度网讯科技有限公司 filed Critical 北京百度网讯科技有限公司
Priority to KR1020217017985A priority Critical patent/KR102640679B1/ko
Priority to JP2021523687A priority patent/JP7268149B2/ja
Priority to US17/302,385 priority patent/US11663248B2/en
Publication of WO2021189789A1 publication Critical patent/WO2021189789A1/zh

Links

Images

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/90—Details of database functions independent of the retrieved data types
    • G06F16/95—Retrieval from the web
    • G06F16/953—Querying, e.g. by the use of web search engines
    • G06F16/9535—Search customisation based on user profiles and personalisation
    • 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
    • G06F16/332—Query formulation
    • G06F16/3322—Query formulation using system suggestions
    • 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
    • G06F16/332—Query formulation
    • G06F16/3329—Natural language query formulation or dialogue systems

Definitions

  • the embodiments of the present disclosure relate to the field of computer technology, and in particular to a method and device for processing consulting information.
  • DSS Decision Support System
  • DSS Decision Support System
  • the DSS system can also be applied to various consulting platforms.
  • the consulting information obtained by the consulting platform is forwarded to the decision maker through the consulting platform.
  • the decision maker then feeds the reply information back to the consultant through the consulting platform to realize the consulting and decision-making process. Interactions between people.
  • the consulting problems of consultants can be quickly resolved.
  • the embodiment of the present disclosure proposes a method and device for processing consultation information.
  • the embodiments of the present disclosure provide a method for processing consultation information, the method comprising: in response to receiving the consultation information of the first user, pushing a questionnaire corresponding to the consultation information to the first user; The questionnaire result information corresponding to the questionnaire submitted by the user; input the questionnaire result information into the preset consultation model to obtain the first consultation result information; push the questionnaire result information and the first consultation result information to the second user; response Upon receiving the second consultation result information provided by the second user based on the questionnaire result information and the first consultation result information, the second consultation result information is pushed to the first user.
  • the consultation information includes the type of consultation content; and in response to receiving the consultation information of the first user, pushing a questionnaire corresponding to the consultation information to the first user, including: in response to receiving the consultation information of the first user Information, find the target questionnaire corresponding to the type of consultation content; push the target questionnaire to the first user.
  • the questionnaire includes a structured questionnaire for collecting basic user information related to user consultation information.
  • the consultation information includes a target consultation question; and the method further includes: in response to a first consultation question having a matching degree with the target consultation question greater than a first preset threshold in the preset consultation database, sending the first consultation question to the first consultation question.
  • a user pushes consultation result information corresponding to the first consultation question.
  • the above method further includes: in response to the absence of a consultation question whose matching degree with the target consultation question is greater than a first preset threshold in the preset consultation database, searching the preset consultation database with the target consultation question.
  • Candidate consultation questions whose relevance between consultation questions is greater than the second preset threshold and push candidate consultation questions to the first user; obtain the second consultation question selected by the first user from the candidate consultation questions, and push it to the first user Consultation result information corresponding to the second consultation question.
  • the above method further includes: pushing common consultation questions with a consultation frequency greater than a preset threshold and corresponding consultation result information to the first user; executing in response to detecting the consultation result information of the first user on the third consultation question
  • the preset association confirmation operation inputs the third consultation information, the consultation result information corresponding to the third consultation question, and the questionnaire result information into the preset consultation model to obtain the third consultation result information.
  • the embodiments of the present disclosure provide a method for processing consultation information, the method comprising: sending the consultation information input by the first user to a server; receiving a questionnaire corresponding to the consultation information of the first user; The questionnaire result information corresponding to the questionnaire input by the user is sent to the server; the second consultation result information is received, wherein the second consultation result information is submitted by the second user based on the questionnaire result information and the first consultation result information, the first A consultation result information is obtained by inputting the questionnaire result information into a preset consultation model.
  • the consultation information includes a type of consultation content; and receiving a questionnaire corresponding to the consultation information of the first user includes: receiving a target questionnaire corresponding to the type of consultation content.
  • the embodiments of the present disclosure provide a method for processing consultation information.
  • the method includes: receiving questionnaire result information and first consultation result information, wherein the questionnaire result information is submitted by the first user and the survey The questionnaire result information corresponding to the questionnaire.
  • the questionnaire corresponds to the first user’s consultation information.
  • the first consultation result information is obtained by inputting the questionnaire result information into the pre-set consultation model; sending information based on the questionnaire result and the first
  • the second consultation result information obtained from the consultation result information is used to push the second consultation result information to the first user.
  • an embodiment of the present disclosure provides an apparatus for processing consultation information.
  • the apparatus includes: a first pushing unit configured to push the consultation information to the first user in response to receiving the consultation information from the first user Corresponding questionnaire; the obtaining unit is configured to obtain the questionnaire result information corresponding to the questionnaire submitted by the first user; the determining unit is configured to input the questionnaire result information into the preset consultation model to obtain the first consultation Result information; the second pushing unit is configured to push the questionnaire result information and the first consultation result information to the second user; the third pushing unit is configured to respond to receiving the second user according to the questionnaire result information and the first consultation result information; The second consultation result information provided by the consultation result information pushes the second consultation result information to the first user.
  • an embodiment of the present disclosure provides an apparatus for processing consultation information.
  • the apparatus includes: a first sending unit configured to send consultation information input by a first user to a server; and a first receiving unit configured to The second sending unit is configured to send the questionnaire result information corresponding to the questionnaire input by the first user to the server; the second receiving unit is configured to receive The second consultation result information, wherein the second consultation result information is submitted by the second user based on the questionnaire result information and the first consultation result information, and the first consultation result information is obtained by inputting the questionnaire result information into the preset consultation model of.
  • an embodiment of the present disclosure provides an apparatus for processing consultation information.
  • the apparatus includes: a receiving unit configured to receive questionnaire result information and first consultation result information, where the questionnaire result information is the first The questionnaire result information corresponding to the questionnaire submitted by the user.
  • the questionnaire corresponds to the consultation information of the first user.
  • the first consultation result information is obtained by inputting the questionnaire result information into the preset consultation model; the sending unit, It is configured to send second consultation result information obtained according to the questionnaire result information and the first consultation result information, so as to push the second consultation result information to the first user.
  • the embodiments of the present disclosure provide an electronic device that includes: one or more processors; a storage device on which one or more programs are stored; when one or more programs are Multiple processors execute, so that one or more processors implement the method described in any implementation manner of the first aspect, the second aspect, and the third aspect.
  • the embodiments of the present disclosure provide a computer-readable medium on which a computer program is stored, and when the program is executed by a processor, the implementation is implemented as in any one of the first aspect, the second aspect, and the third aspect Described method.
  • the method and device for processing consultation information provided by the embodiments of the present disclosure, in response to receiving the consultation information of the first user, pushes the questionnaire corresponding to the consultation information to the first user, and inputs the questionnaire result information into the preset consultation
  • the model obtains the first consultation result information, pushes the questionnaire result information and the first consultation result information to the second user, in response to receiving the second consultation result information provided by the second user based on the questionnaire result information and the first consultation result information , Push the second consultation result information to the first user, obtain the basic information of the consultation party through the questionnaire before pushing the user's consultation information to the answering party, provide preliminary answers to the consultation party’s questions and push the basic information and preliminary answers To the answering party, for the answering party to refer to and provide the final consultation result, thereby shortening the interactive process between the consulting party and the answering party, and improving the processing efficiency of consulting information.
  • Fig. 1 is an exemplary system architecture diagram to which an embodiment of the present disclosure can be applied;
  • Fig. 2 is a flowchart of an embodiment of a method for processing consultation information according to the present disclosure
  • Fig. 3 is a schematic diagram of an application scenario diagram of the consulting information processing method according to the present disclosure.
  • Fig. 4 is a flowchart of another embodiment of a method for processing consultation information according to the present disclosure
  • FIG. 5 is a flowchart of another embodiment of a method for processing consultation information according to the present disclosure.
  • Fig. 6 is a schematic structural diagram of another embodiment of a device for processing consultation information according to the present disclosure.
  • FIG. 7 is a schematic structural diagram of an embodiment of an apparatus for processing consultation information according to the present disclosure.
  • Fig. 8 is a schematic structural diagram of another embodiment of a device for processing consultation information according to the present disclosure.
  • FIG. 9 is a schematic structural diagram of an electronic device suitable for implementing the embodiments of the present disclosure.
  • FIG. 1 shows an exemplary architecture 100 of a consulting information processing method or a consulting information processing apparatus that can apply the present disclosure.
  • the system architecture 100 may include terminal devices 101, 102, 103, networks 104, 106, a server 105, and terminal devices 107, 108, 109.
  • the network 104 is used to provide a communication link medium between the terminal devices 101, 102, 103 and the server 105
  • the network 106 is used to provide a communication link medium between the server 105 and the terminal devices 107, 108, and 109.
  • the networks 104 and 106 may include various connection types, such as wired, wireless communication links, or fiber optic cables, and so on.
  • the first user can use the terminal devices 101, 102, 103 to interact with the server 105 via the network 104 to receive or send messages (for example, to receive a questionnaire) and so on.
  • Various communication client applications such as consulting platform applications, intelligent assistant answering applications, social applications, text browsing applications, image browsing applications, and multimedia playback applications, can be installed on the terminal devices 101, 102, and 103.
  • the second user can use the terminal devices 107, 108, 109 to interact with the server 105 through the network 106 to receive or send messages (for example, receive questionnaire result information) and so on.
  • the terminal devices 107, 108, 109 can be installed with various communication client applications, such as consulting platform applications, intelligent assistant answering applications, social applications, text browsing applications, image browsing applications, multimedia playback applications, and so on.
  • the terminal devices 101, 102, 103 and the terminal devices 107, 108, 109 may be hardware or software.
  • the terminal devices 101, 102, 103 When the terminal devices 101, 102, 103 are hardware, they may be various electronic devices with a display screen and supporting Internet access, including but not limited to smart phones, tablet computers, notebook computers, desktop computers, and so on.
  • the terminal devices 101, 102, 103 When the terminal devices 101, 102, 103 are software, they can be installed in the electronic devices listed above. It can be implemented as multiple software or software modules (for example, to provide distributed services), or as a single software or software module. There is no specific limitation here.
  • the server 105 may be a server that provides consulting and answering services for applications installed on the terminal devices 101, 102, 103 and the terminal devices 107, 108, 109.
  • the server 105 can receive consultation requests submitted by the terminal devices 101, 102, and 103 in the installed applications, and can also feed back questionnaire result information to the terminal devices 107, 108, and 109.
  • the consulting information processing method can be executed by the terminal devices 101, 102, 103, the terminal devices 107, 108, 109 or the server 105.
  • the consulting information processing device can be set in the terminal equipment 101, 102, 103, the terminal equipment 107, 108, 109 or the server 105.
  • terminal devices, networks, and servers in FIG. 1 are merely illustrative. There can be any number of terminal devices, networks, and servers according to implementation needs.
  • FIG. 2 a flow 200 of an embodiment of a method for processing consultation information according to the present disclosure is shown.
  • the processing method of the consultation information includes the following steps:
  • Step 201 in response to receiving the consultation information of the first user, push a questionnaire corresponding to the consultation information to the first user.
  • the execution subject of the consulting information processing method may be the server in the system architecture shown in FIG. 1, or other background equipment that provides support for the consulting platform.
  • the executive body may receive the consultation information of the first user from the consultation platform, find the target questionnaire corresponding to the consultation information in the pre-stored questionnaire set, and push the target questionnaire to the first user through the consultation platform.
  • the first user may be a consulting party that issues a consulting request to the consulting platform.
  • the consultation information may be information that the first user proposes to obtain a solution or a response, and the specific content of the consultation information may include a description of an event that the first user is concerned about and is expected to be resolved.
  • the questionnaire may be a questionnaire that collects user information in the form of questions.
  • the consultation information includes the type of the consultation content; and the step of pushing a questionnaire corresponding to the consultation information to the first user in response to receiving the consultation information of the first user includes: In response to receiving the consultation information of the first user, search for a target questionnaire corresponding to the type of consultation content; push the target questionnaire to the first user.
  • the above-mentioned executive body may, when receiving the consultation information of the first user, search for the questionnaire corresponding to the type of consultation content in the pre-stored questionnaire set according to the type of consultation content included in the consultation information. And push to the first user.
  • the type of consultation content is pre-configured and can correspond to the subject of the subject of consultation contained in the subject of consultation. For example, if the subject of subject of consultation contained in the subject of consultation is an order, the type of consultation content is an order type, such as consultation content.
  • the subject of consultation contained in is medical-related information, and the type of consultation content is medical.
  • the above-mentioned execution subject may extract the key content from the consultation information of the first user, and identify the type of the consultation content according to the key content.
  • each preset type of keyword table can be configured, and the type of consultation content can be matched through the consultation content and the keyword table.
  • a pre-trained model can be used to classify the consultation information and obtain the type of consultation content.
  • the pre-stored questionnaire set may be various questionnaires corresponding to the type of consultation content.
  • a questionnaire corresponding to the type of consultation content can be set and pushed to the first user to more targeted and accurately collect user information corresponding to the type of consultation content of the first user.
  • Step 202 Acquire questionnaire result information corresponding to the questionnaire submitted by the first user.
  • the above-mentioned execution subject may obtain the questionnaire result information corresponding to the questionnaire submitted by the first user.
  • the questionnaire result information may be information that the first user completes the questionnaire, for example, information that the user completes the check of the answer option corresponding to the questionnaire question.
  • the questionnaire includes a structured questionnaire for collecting basic user information related to user consultation information.
  • the basic user information may be information associated with the user, such as physical sign information, travel information, environmental information, and structure.
  • the customized questionnaire may be set in the form of questionnaire questions and corresponding answer options, and the corresponding questionnaire results may include basic user information collected. Through this optional method, the time for collecting basic user information is reduced, and the corresponding structured user data information is automatically generated by setting up a structured questionnaire.
  • Step 203 Input the questionnaire result information into a preset consultation model to obtain first consultation result information.
  • the above-mentioned execution subject may input the questionnaire result of the first user into a preset consultation model to obtain the first consultation result information.
  • the consultation model may be a model pre-trained based on various types of consultation information. By collecting various types of user basic information related to user consultation information and corresponding consultation results, various types of user basic information related to user consultation information are taken as Input, the corresponding consultation result as the expected output, and the model obtained by training.
  • the first consultation result information may be the preliminary judgment result output by the consultation model based on the user's basic information
  • Step 204 Push the questionnaire result information and the first consultation result information to the second user.
  • the above-mentioned executive body may push the initial consultation result and questionnaire result information output by the consultation model to the second user.
  • the second user may be the answering party who answers the inquiry information of the first user.
  • Step 205 in response to receiving the second consultation result information provided by the second user based on the questionnaire result information and the first consultation result information, push the second consultation result information to the first user.
  • the above-mentioned execution subject may push the second consultation result information provided by the received second user based on the questionnaire result information and the first consultation result information to the first user.
  • the second consultation result information may be the final judgment result made by the second user based on the questionnaire result information and the first consultation result information.
  • the second user can quickly make judgments and provide a more reliable second consultation result based on the user’s basic information collected in advance and the first consultation result output by the consultation model, thereby reducing the number of second users through and the first user.
  • the time for interactively acquiring the basic information of the first user improves the efficiency of the answering party in making the final judgment result.
  • the consultation information may include a target consultation question; and the above method further includes: responding to a preset consultation database that the matching degree with the target consultation question is greater than a first preset threshold For the first consultation question, the consultation result information corresponding to the first consultation question is pushed to the first user.
  • the above-mentioned executive body can search for the first consultation question that matches the target consultation question in the preset consultation database. Specifically, the above-mentioned executive body can perform the comparison between the target consultation question and the consultation question in the consultation database. The similarity is calculated to obtain the similarity value, the similarity value is used as a measure of the matching degree, the first consulting question whose matching degree with the target consulting question is greater than the first preset threshold is selected, and the first consulting question corresponds to The consultation result information is pushed to the first user.
  • the consultation database may include at least one preset consultation question and the corresponding consultation result.
  • the above method further includes: in response to the absence of a consultation question whose matching degree with the target consultation question is greater than a first preset threshold in the preset consultation database, Search the consultation database for candidate consultation questions whose relevance to the target consultation question is greater than the second preset threshold and push the candidate consultation questions to the first user; obtain the second consultation question selected by the first user from the candidate consultation questions, Push the consultation result information corresponding to the second consultation question to the first user.
  • the above-mentioned executive body can search for candidates associated with the target consultation question in the preset consultation database. Ask questions and push candidate consultation questions to the first user. Specifically, the above-mentioned executive body can first identify the keywords contained in the target consultation question, and find the consultation questions containing the same keywords in the consultation database as candidate consultations whose relevance to the target consultation question is greater than the second preset threshold. Question: Acquire the second consultation question selected by the first user from among the candidate consultation questions, find the consultation result information corresponding to the second consultation question in the consultation database and push it to the first user.
  • the above-mentioned executive body can also use the similarity value between the target consultation question and the consultation question in the consultation database as a measure of the degree of relevance, and the above-mentioned executive body can also compare the target consultation question with the consultation question in the consultation database.
  • the degree of similarity is calculated to obtain the similarity value, and the consultation question whose similarity value with the target consultation question is less than the first preset threshold and greater than the second preset threshold is selected as the candidate consultation question and pushed to the first user.
  • candidate consultation questions that are close to the target consultation question that the user expects to be answered can be pushed to the first user to facilitate the user's selection.
  • the above method further includes: pushing common consultation questions with a consultation frequency greater than a preset threshold and corresponding consultation result information to the first user;
  • the consultation result information of the question performs a preset association confirmation operation, and the third consultation information, the consultation result information corresponding to the third consultation question, and the questionnaire result information are input into the preset consultation model to obtain the third consultation result information.
  • the above-mentioned executive body can push common consultation questions with a consultation frequency greater than a preset threshold and corresponding consultation result information to the first user, and when it is detected that the first user performs the preset consultation result information on the third consultation question
  • the association confirmation operation of the third consultation question, the consultation result information corresponding to the third consultation question, and the above questionnaire result information are input into the preset consultation model at the same time, the third consultation result information is obtained, and the third consultation information is pushed To the second user.
  • the preset association confirmation operation may be a preset operation performed by the first user when he believes that the consultation result of the third consultation question is helpful to him.
  • the above-mentioned executive body when the above-mentioned executive body detects that the first user opens the consultation application, it can push at least one common consultation question and the corresponding consultation result information to the first user, and present the first user with "useful” and “useful” for selection.
  • Useless” option when it is detected that the user selects the "useful” option, it means that the user believes that the consultation result of the question is helpful to him.
  • the above-mentioned executive body can input the above-mentioned target common consultation questions as user information into the consultation model and send To the second user for reference.
  • common consultation questions can be pushed to the first user to quickly provide users with consultation questions that may be of interest, and the consultation result information corresponding to the consultation questions satisfied by the first user can be used as the basis for the judgment of the consultation model and the second user. Enrich the ways for users to obtain relevant information.
  • the common consultation questions of the user performing the preset association confirmation operation are used as another way to obtain the user's information, input into the consultation model and sent to the second user for reference, which will help the consultation model and the second user to provide more accurate The results of the consultation.
  • FIG. 3 a schematic diagram of an application scenario diagram of the consulting information processing method according to the present disclosure is shown.
  • the terminal 301 used by the first user can be installed with a consulting application or consulting platform
  • the terminal 303 used by the second user can be installed with a consulting application or consulting platform. platform.
  • the first user logs in to the consulting application or consulting platform
  • the first user is shown a page 304 for inputting consulting information.
  • the page 304 contains the content of "please enter your question”.
  • the server 302 receives the consultation information sent by the first user (consulting party), filters out the questionnaire corresponding to the consultation information from the database, and sends it to The terminal 301 used by the first user (consulting party).
  • the terminal 301 displays the questionnaire page 305 to the first user.
  • the questionnaire result information is sent to the server 302.
  • the server 302 inputs the questionnaire result information (that is, the first user's basic information) of the first user (consulting party) into the consultation model to obtain the preliminary consultation result, and then the questionnaire result information (that is, the first user's basic information) and
  • the preliminary consultation result is sent to the terminal 303 used by the second user (the answering party).
  • the terminal 303 displays the basic information of the first user and the preliminary consultation result to the second user (the answering party) on the page 306, and the second user (the answering party) Refer to the basic information of the first user and the preliminary consultation result, enter the answer content in the page 306, click the “submit” or “send” option after completion, and send the final answer content to the server 302 as the final consultation result.
  • the server 302 receives the final consultation result, it forwards the final consultation result to the terminal 301, and the terminal 301 displays the final consultation result page 307 to the first user (consultant).
  • the foregoing embodiment can be specifically applied to an online knowledge interaction platform or an online consultation platform.
  • the expert can refer to the preliminary judgment result of the platform to answer the question. In this way, the questioner and the expert can quickly and efficiently complete the interaction through the platform, which improves the efficiency of information interaction.
  • FIG. 4 there is shown a process 400 of another embodiment of a method for processing consultation information according to the present disclosure.
  • the processing method of the consultation information includes the following steps:
  • Step 401 Send the consultation information input by the first user to the server.
  • the execution subject of the consulting information processing method may be a client device (for example, the terminals 101, 102, 103 shown in FIG. 1), and the execution subject may send the consulting information input by the first user to the server, After receiving the consultation request submitted by the first user, the server may send a questionnaire corresponding to the user's consultation information to the first user.
  • Step 402 Receive a questionnaire corresponding to the consultation information of the first user.
  • the above-mentioned execution subject may receive a questionnaire corresponding to the consultation information of the first user sent by the server.
  • the above-mentioned executive subject filters out the target questionnaire corresponding to the type of the consultation content according to the type of the consultation content and sends it to the first user, and the first user can receive information related to the consultation content.
  • Target questionnaire corresponding to the type when the consultation information includes the type of the consultation content, the above-mentioned executive subject filters out the target questionnaire corresponding to the type of the consultation content according to the type of the consultation content and sends it to the first user, and the first user can receive information related to the consultation content.
  • Target questionnaire corresponding to the type when the consultation information includes the type of the consultation content, the above-mentioned executive subject filters out the target questionnaire corresponding to the type of the consultation content according to the type of the consultation content and sends it to the first user, and the first user can receive information related to the consultation content.
  • Target questionnaire corresponding to the type when the consultation information includes the type of the consultation content, the
  • Step 403 Send the questionnaire result information corresponding to the questionnaire input by the first user to the server.
  • the above-mentioned executive body may send the questionnaire result information completed by the first user in response to the questionnaire to the server.
  • the server After receiving the questionnaire result information, the server inputs the questionnaire result information into the preset consultation model.
  • the first consultation result information, the questionnaire result information and the first consultation result information are sent to the second user, and the second user obtains the second consultation result information according to the questionnaire result information and the first consultation result information and sends the second consultation result information to the server.
  • Step 404 Receive second consultation result information.
  • the above-mentioned execution subject may receive the final consultation result information sent by the server.
  • the second consultation result information is submitted by the second user based on the questionnaire result information and the first consultation result information
  • the first consultation result information is obtained by inputting the questionnaire result information into a preset consultation model.
  • the consultation information input by the first user is sent to the server.
  • the server can receive the consultation request submitted by the first user and then send the first user a questionnaire corresponding to the user's consultation information.
  • the first user can receive the receiving server. Send the questionnaire corresponding to the first user’s consultation information and send the questionnaire result information completed by the first user on the questionnaire to the server.
  • the server After receiving the questionnaire result information, the server can input the questionnaire result information into the preset
  • the first consultation result information obtained by the consultation model, the questionnaire result information and the first consultation result information are sent to the second user, and the second user obtains the second consultation result information based on the questionnaire result information and the first consultation result information
  • Send to the server the first user receives the second consultation result information sent by the server, so as to realize the interaction between the first user terminal, the server, and the second user terminal.
  • the server passes the questionnaire before pushing the user's consultation information to the answering party.
  • Obtain the basic information of the consulting party provide preliminary answers to the consulting party’s questions and push the basic information and preliminary answers to the answering party for reference by the answering party and provide the final consultation results, and return the final consultation results to the consulting party. This shortens the interaction process between the consulting party and the answering party, and improves the processing efficiency of consulting information.
  • FIG. 5 there is shown a process 500 of another embodiment of a method for processing consultation information according to the present disclosure.
  • the processing method of the consultation information includes the following steps:
  • Step 501 Receive questionnaire result information and first consultation result information.
  • the aforementioned consultation information processing method can receive the questionnaire result information and the first consultation result information sent by the server.
  • the questionnaire result information is the questionnaire result information corresponding to the questionnaire submitted by the first user
  • the questionnaire corresponds to the first user’s consultation information
  • the first consultation result information is the input of the questionnaire result information into the advance Obtained from the set up consulting model.
  • the server can provide the consulting party with a questionnaire to collect relevant information of the consulting party.
  • the consulting party can submit the questionnaire results to the server through the terminal equipment it uses, and the server uses the pre-set consulting model to make preliminary judgments based on the questionnaire results provided by the consulting party, and obtain the first consulting result.
  • the server sends the questionnaire result information of the consulting party and the first consultation result information to the answering party.
  • the answering party can receive the questionnaire result information and the first consultation result information sent by the server through the terminal device it uses
  • Step 502 Send second consultation result information obtained according to the questionnaire result information and the first consultation result information, so as to push the second consultation result information to the first user.
  • the above-mentioned execution subject may send the second consultation result information obtained according to the questionnaire result information and the first consultation result information, so as to push the second consultation result information to the first user.
  • the consultation information input by the first user is sent to the server.
  • the server can receive the consultation request submitted by the first user and then send to the first user a questionnaire corresponding to the user's consultation information.
  • the first user can receive the receiving server. Send the questionnaire corresponding to the first user’s consultation information and send the questionnaire result information completed by the first user on the questionnaire to the server.
  • the server After receiving the questionnaire result information, the server can input the questionnaire result information into the preset
  • the first consultation result information obtained by the consultation model, the questionnaire result information and the first consultation result information are sent to the second user, and the second user obtains the second consultation result information based on the questionnaire result information and the first consultation result information
  • Send to the server the first user receives the second consultation result information sent by the server, so as to realize the interaction between the first user terminal, the server, and the second user terminal.
  • the server passes the questionnaire before pushing the user's consultation information to the answering party.
  • Obtain the basic information of the consulting party provide preliminary answers to the consulting party’s questions and push the basic information and preliminary answers to the answering party for reference by the answering party and provide the final consultation results, and return the final consultation results to the consulting party. This shortens the interaction process between the consulting party and the answering party, and improves the processing efficiency of consulting information.
  • the present disclosure provides an embodiment of an apparatus for processing consulting information.
  • the apparatus embodiment corresponds to the method embodiment shown in FIG. Used in various electronic devices.
  • the consulting information processing apparatus 600 includes a first pushing unit 601, an acquiring unit 602, a determining unit 603, a second pushing unit 604, and a third pushing unit 605.
  • the first pushing unit 601 is configured to, in response to receiving the consultation information of the first user, push a questionnaire corresponding to the consultation information to the first user;
  • the obtaining unit 602 is configured to obtain the survey submitted by the first user Questionnaire result information corresponding to the questionnaire;
  • the determining unit 603 is configured to input the questionnaire result information into a preset consultation model to obtain the first consultation result information;
  • the second pushing unit 604 is configured to push the survey to the second user The questionnaire result information and the first consultation result information;
  • the third pushing unit 605 is configured to respond to receiving the second consultation result information provided by the second user according to the questionnaire result information and the first consultation result information, and send the second consultation result The information is pushed to the first user.
  • the apparatus 600 for processing consulting information the specific processing of the first pushing unit 601, the acquiring unit 602, the determining unit 603, the second pushing unit 604, and the third pushing unit 605 and the technical effects brought about by them
  • the device provided by the above-mentioned embodiment of the present disclosure obtains basic information of the consulting party through questionnaires before pushing the user's consulting information to the answering party, provides preliminary answers to the questions of the consulting party, and pushes the basic information and preliminary answers to the answering party , For the answering party to refer to and provide the final consultation result, thereby shortening the interactive process between the advisor and the answering party, and improving the efficiency of consulting information processing.
  • the present disclosure provides yet another embodiment of a device for processing consulting information.
  • the device embodiment corresponds to the method embodiment shown in FIG. 4, and the device is specifically It can be applied to various electronic devices.
  • the apparatus 700 for processing consultation information includes a first sending unit 701, a first receiving unit 702, a second sending unit 703, and a second receiving unit 704.
  • the first sending unit 701 is configured to send the consultation information input by the first user to the server;
  • the first receiving unit 702 is configured to receive a questionnaire corresponding to the consultation information of the first user;
  • the second sending unit 703 Is configured to send the questionnaire result information corresponding to the questionnaire input by the first user to the server;
  • the second receiving unit 704 is configured to receive the second consultation result information, wherein the second consultation result information is sent by the second user Submitted according to the questionnaire result information and the first consultation result information, the first consultation result information is obtained by inputting the questionnaire result information into the preset consultation model.
  • the device provided by the above-mentioned embodiment of the present disclosure obtains basic information of the consulting party through a questionnaire before pushing the user's consulting information to the answering party, provides preliminary answers to the questions of the consulting party, and pushes the basic information and preliminary answers to the answering party.
  • the interaction process between the consulting party and the answering party is shortened, and the processing efficiency of consulting information is improved.
  • the present disclosure provides another embodiment of a device for processing consulting information.
  • the device embodiment corresponds to the method embodiment shown in FIG. It can be applied to various electronic devices.
  • the apparatus 800 for processing consultation information includes a receiving unit 801 and a sending unit 802.
  • the receiving unit 801 is configured to receive questionnaire result information and first consultation result information, where the questionnaire result information is the questionnaire result information corresponding to the questionnaire submitted by the first user, and the questionnaire is related to the first user
  • the first consultation result information is obtained by inputting the questionnaire result information into the preset consultation model
  • the sending unit 802 is configured to send the second consultation result information obtained according to the questionnaire result information and the first consultation result information.
  • the consultation result information is used to push the second consultation result information to the first user.
  • the device provided by the above-mentioned embodiment of the present disclosure obtains basic information of the consulting party through questionnaires before pushing the user's consulting information to the answering party, provides preliminary answers to the questions of the consulting party, and pushes the basic information and preliminary answers to the answering party , For the answering party to refer to and provide the final consultation result, thereby shortening the interactive process between the advisor and the answering party, and improving the efficiency of consulting information processing.
  • FIG. 9 shows a schematic structural diagram of an electronic device (for example, the server in FIG. 1) 900 suitable for implementing the embodiments of the present disclosure.
  • the server shown in FIG. 9 is only an example, and should not bring any limitation to the function and scope of use of the embodiments of the present disclosure.
  • the electronic device 900 may include a processing device (such as a central processing unit, a graphics processor, etc.) 901, which may be loaded into a random access device according to a program stored in a read-only memory (ROM) 902 or from a storage device 909
  • the program in the memory (RAM) 903 executes various appropriate actions and processing.
  • various programs and data required for the operation of the electronic device 900 are also stored.
  • the processing device 901, ROM, 902, and RAM 903 are connected to each other through a bus 909.
  • An input/output (I/O) interface 905 is also connected to the bus 908.
  • the following devices can be connected to the I/O interface 905: including input devices 906 such as touch screens, touch panels, keyboards, mice, cameras, microphones, accelerometers, gyroscopes, etc.; including, for example, liquid crystal displays (LCD, Liquid Crystal Display) Output devices 907 such as speakers, vibrators, etc.; storage devices 808 such as magnetic tapes, hard disks, etc.; and communication devices 909.
  • the communication device 909 may allow the electronic device 900 to perform wireless or wired communication with other devices to exchange data.
  • FIG. 9 shows an electronic device 900 having various devices, it should be understood that it is not required to implement or have all of the illustrated devices. It may be implemented alternatively or provided with more or fewer devices. Each block shown in FIG. 9 may represent one device, or may represent multiple devices as needed.
  • an embodiment of the present disclosure includes a computer program product, which includes a computer program carried on a computer-readable medium, and the computer program contains program code for executing the method shown in the flowchart.
  • the computer program may be downloaded and installed from the network through the communication device 909, or installed from the storage device 908, or installed from the ROM 902.
  • the processing device 901 the above-mentioned functions defined in the method of the embodiment of the present disclosure are executed.
  • the computer-readable medium of the embodiments of the present disclosure may be a computer-readable signal medium or a computer-readable storage medium, or any combination of the two.
  • the computer-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 of computer-readable storage media may include, but are not limited to: electrical connections with one or more wires, portable computer disks, hard disks, random access memory (RAM), read-only memory (ROM), erasable removable 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 storage medium may be any tangible medium that contains or stores a program, and the program may be used by or in combination with an instruction execution system, apparatus, or device.
  • a computer-readable signal medium may include a data signal propagated in a baseband or as a part of a carrier wave, and a computer-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 computer-readable signal medium may also be any computer-readable medium other than the computer-readable storage medium.
  • the computer-readable signal medium may send, propagate or transmit the program for use by or in combination with the instruction execution system, apparatus, or device .
  • the program code contained on the computer-readable medium can be transmitted by any suitable medium, including but not limited to: wire, optical cable, RF (Radio Frequency), etc., or any suitable combination of the above.
  • the above-mentioned computer-readable medium may be included in the above-mentioned electronic device; or it may exist alone without being assembled into the electronic device.
  • the aforementioned computer-readable medium carries one or more programs, and when the aforementioned one or more programs are executed by the electronic device, the electronic device: in response to receiving the first user's consultation information, pushes and consults to the first user The questionnaire corresponding to the information; obtain the questionnaire result information corresponding to the questionnaire submitted by the first user; input the questionnaire result information into the preset consultation model to obtain the first consultation result information; push the questionnaire result to the second user Information and first consultation result information; in response to receiving the second consultation result information provided by the second user based on the questionnaire result information and the first consultation result information, push the second consultation result information to the first user.
  • the electronic device when the one or more programs mentioned above are executed by the electronic device, the electronic device is caused to: send the consultation information input by the first user to the server; receive the questionnaire corresponding to the consultation information of the first user; The input questionnaire result information corresponding to the questionnaire is sent to the server; the second consultation result information is received.
  • the electronic device when the one or more programs mentioned above are executed by the electronic device, the electronic device: receives the questionnaire result information and the first consultation result information; sends the second consultation obtained according to the questionnaire result information and the first consultation result information Result information to push the second consultation result information to the first user.
  • the computer program code used to perform the operations of the embodiments of the present disclosure can be written in one or more programming languages or a combination thereof.
  • the programming languages include object-oriented programming languages—such as Java, Smalltalk, C++, and Conventional procedural programming language-such as "C" language or similar programming language.
  • the program code can be executed entirely on the user's computer, partly on the user's computer, executed as an independent software package, partly on the user's computer and partly executed on a remote computer, or entirely executed on the remote computer or server.
  • the remote computer can be connected to the user's computer 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 computer (for example, using an Internet service provider to pass Internet connection).
  • LAN local area network
  • WAN wide area network
  • each block in the flowchart or block diagram can represent a module, program segment, or part of code, and the module, program segment, or part of code contains one or more for realizing the specified logic function.
  • Executable instructions can also occur in a different order from the order marked in the drawings. For example, two blocks shown one after another can actually be executed substantially in parallel, and they can sometimes be executed in the reverse order, depending on the functions involved.
  • each block in the block diagram and/or flowchart, and the combination of the blocks in the block diagram and/or flowchart can be implemented by a dedicated hardware-based system that performs the specified functions or operations Or it can be realized by a combination of dedicated hardware and computer instructions.
  • the units involved in the embodiments described in the present disclosure can be implemented in software or hardware.
  • the described unit may also be provided in the processor, for example, it may be described as: a processor including a first pushing unit, an acquiring unit, a determining unit, a second pushing unit, and a third pushing unit.
  • the names of these units do not constitute a limitation on the unit itself under certain circumstances.
  • the first push unit can also be described as "in response to receiving the first user’s consultation information, push and push to the first user).
  • the questionnaire unit corresponding to the consultation information is described in response to receiving the first user’s consultation information, push and push to the first user.

Landscapes

  • Engineering & Computer Science (AREA)
  • Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • Databases & Information Systems (AREA)
  • Data Mining & Analysis (AREA)
  • General Engineering & Computer Science (AREA)
  • General Physics & Mathematics (AREA)
  • Mathematical Physics (AREA)
  • Computational Linguistics (AREA)
  • Artificial Intelligence (AREA)
  • Human Computer Interaction (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

咨询信息的处理方法和装置。该方法包括：响应于接收到第一用户的咨询信息，向第一用户推送与咨询信息对应的调查问卷（201）；获取第一用户提交的与调查问卷对应的调查问卷结果信息（202）；将调查问卷结果信息输入至预先设置的咨询模型，得到第一咨询结果信息（203）；向第二用户推送调查问卷结果信息和第一咨询结果信息（204）；响应于接收到第二用户根据调查问卷结果信息和第一咨询结果信息提供的第二咨询结果信息，将第二咨询结果信息推送至第一用户（205），该方法在将用户的咨询信息推送至解答方之前通过调查问卷获取咨询方的基本信息，提高了咨询信息的处理效率。

Description

咨询信息的处理方法和装置
本专利申请要求于2020年03月26日提交的、申请号为202010221250.3、发明名称为“咨询信息的处理方法和装置”的中国专利申请的优先权，该申请的全文以引用的方式并入本申请中。
技术领域
本公开的实施例涉及计算机技术领域，具体涉及咨询信息的处理方法和装置。
背景技术
DSS(Decision Support System，决策支持系统)是一种可以应用于各个领域、辅助决策者进行决策的交互式系统。
目前，DSS系统还可以应用于各类咨询平台，将咨询平台获取的咨询者的咨询信息通过咨询平台转发给决策者，决策者再通过咨询平台将答复信息反馈给咨询者，实现咨询者与决策者之间的交互。通过构建咨询者与决策者之间的咨询平台，使咨询者的咨询问题可以快速得到解决。
发明内容
本公开的实施例提出了咨询信息的处理方法和装置。
第一方面，本公开的实施例提供了一种咨询信息的处理方法，该方法包括：响应于接收到第一用户的咨询信息，向第一用户推送与咨询信息对应的调查问卷；获取第一用户提交的与调查问卷对应的调查问卷结果信息；将调查问卷结果信息输入至预先设置的咨询模型，得到第一咨询结果信息；向第二用户推送调查问卷结果信息和第一咨询结果信息；响应于接收到第二用户根据调查问卷结果信息和第一咨询结果信息提供的第二咨询结果信息，将第二咨询结果信息推送至第一用户。
在一些实施例中，咨询信息包括咨询内容的类型；以及响应于接收到第一用户的咨询信息，向第一用户推送与咨询信息对应的调查问卷，包括：响应于接收到第一用户的咨询信息，查找与咨询内容的类型对应的目标调查问卷；向第一用户推送目标调查问卷。
在一些实施例中，调查问卷包括用于收集与用户咨询信息相关的用户基本信息的结构型问卷。
在一些实施例中，咨询信息包括目标咨询问题；以及方法还包括：响应于预设的咨询数据库中存在与目标咨询问题之间的匹配度大于第一预设阈值的第一咨询问题，向第一用户推送与第一咨询问题对应的咨询结果信息。
在一些实施例中，上述方法还包括：响应于预设的咨询数据库中不存在与目标咨询问题之间的匹配度大于第一预设阈值的咨询问题，在预设的咨询数据库中查找与目标咨询问题之间的关联度大于第二预设阈值的候选咨询问题并向第一用户推送候选咨询问题；获取第一用户从候选咨询问题中选定的第二咨询问题，向第一用户推送与第二咨询问题对应的咨询结果信息。
在一些实施例中，上述方法还包括：向第一用户推送咨询频率大于预设阈值的常见咨询问题以及对应的咨询结果信息；响应于检测到第一用户对第三咨询问题的咨询结果信息执行预设的关联确认操作，将第三咨询信息、与第三咨询问题对应的咨询结果信息以及调查问卷结果信息输入至预先设置的咨询模型，得到第三咨询结果信息。
第二方面，本公开的实施例提供了一种咨询信息的处理方法，该方法包括：将第一用户输入的咨询信息发送至服务器；接收与第一用户的咨询信息对应的调查问卷；将第一用户输入的与调查问卷对应的调查问卷结果信息发送至服务器；接收第二咨询结果信息，其中，第二咨询结果信息由第二用户根据调查问卷结果信息以及第一咨询结果信息提交的，第一咨询结果信息是将调查问卷结果信息输入至预先设置的咨询模型得到的。
在一些实施例中，咨询信息包括咨询内容的类型；以及接收与第一用户的咨询信息对应的调查问卷，包括：接收与咨询内容的类型对 应的目标调查问卷。
第三方面，本公开的实施例提供了一种咨询信息的处理方法，该方法包括：接收调查问卷结果信息以及第一咨询结果信息，其中，调查问卷结果信息是第一用户提交的与所调查问卷对应的调查问卷结果信息，调查问卷与第一用户的咨询信息相对应，第一咨询结果信息是将调查问卷结果信息输入至预先设置的咨询模型得到的；发送根据调查问卷结果信息以及第一咨询结果信息得到的第二咨询结果信息，以将第二咨询结果信息推送至第一用户。
第四方面，本公开的实施例提供了一种咨询信息的处理装置，该装置包括：第一推送单元，被配置成响应于接收到第一用户的咨询信息，向第一用户推送与咨询信息对应的调查问卷；获取单元，被配置成获取第一用户提交的与调查问卷对应的调查问卷结果信息；确定单元，被配置成将调查问卷结果信息输入至预先设置的咨询模型，得到第一咨询结果信息；第二推送单元，被配置成向第二用户推送调查问卷结果信息和第一咨询结果信息；第三推送单元，被配置成响应于接收到第二用户根据调查问卷结果信息和第一咨询结果信息提供的第二咨询结果信息，将第二咨询结果信息推送至第一用户。
第五方面，本公开的实施例提供了一种咨询信息的处理装置，该装置包括：第一发送单元，被配置成将第一用户输入的咨询信息发送至服务器；第一接收单元，被配置成接收与第一用户的咨询信息对应的调查问卷；第二发送单元，被配置成将第一用户输入的与调查问卷对应的调查问卷结果信息发送至服务器；第二接收单元，被配置成接收第二咨询结果信息，其中，第二咨询结果信息由第二用户根据调查问卷结果信息以及第一咨询结果信息提交的，第一咨询结果信息是将调查问卷结果信息输入至预先设置的咨询模型得到的。
第六方面，本公开的实施例提供了一种咨询信息的处理装置，该装置包括：接收单元，被配置成接收调查问卷结果信息以及第一咨询结果信息，其中，调查问卷结果信息是第一用户提交的与所调查问卷对应的调查问卷结果信息，调查问卷与第一用户的咨询信息相对应，第一咨询结果信息是将调查问卷结果信息输入至预先设置的咨询模型 得到的；发送单元，被配置成发送根据调查问卷结果信息以及第一咨询结果信息得到的第二咨询结果信息，以将第二咨询结果信息推送至第一用户。
第七方面，本公开的实施例提供了一种电子设备，该电子设备包括：一个或多个处理器；存储装置，其上存储有一个或多个程序；当一个或多个程序被一个或多个处理器执行，使得一个或多个处理器实现如第一方面、第二方面、第三方面中任一实现方式描述的方法。
第八方面，本公开的实施例提供了一种计算机可读介质，其上存储有计算机程序，该程序被处理器执行时实现如第一方面、第二方面、第三方面中任一实现方式描述的方法。
本公开的实施例提供的咨询信息的处理方法和装置，响应于接收到第一用户的咨询信息，向第一用户推送与咨询信息对应的调查问卷，将调查问卷结果信息输入至预先设置的咨询模型，得到第一咨询结果信息，向第二用户推送调查问卷结果信息和第一咨询结果信息，响应于接收到第二用户根据调查问卷结果信息和第一咨询结果信息提供的第二咨询结果信息，将第二咨询结果信息推送至第一用户，在将用户的咨询信息推送至解答方之前通过调查问卷获取咨询方的基本信息，对咨询方的问题进行初步解答并将基本信息和初步解答推送至解答方，以供解答方参考并提供最终的咨询结果，由此缩短了咨询方和解答方的交互流程，提高了咨询信息的处理效率。
附图说明
通过阅读参照以下附图所作的对非限制性实施例所作的详细描述，本公开的其它特征、目的和优点将会变得更明显：
图1是本公开的一个实施例可以应用于其中的示例性系统架构图；
图2是根据本公开的咨询信息的处理方法的一个实施例的流程图；
图3是根据本公开的咨询信息的处理方法的一个应用场景图的示意图；
图4是根据本公开的咨询信息的处理方法的又一个实施例的流程图；
图5是根据本公开的咨询信息的处理方法的另一个实施例的流程图；
图6是根据本公开的咨询信息的处理装置的又一个实施例的结构示意图；
图7是根据本公开的咨询信息的处理装置的一个实施例的结构示意图；
图8是根据本公开的咨询信息的处理装置的另一个实施例的结构示意图；
图9是适于用来实现本公开的实施例的电子设备的结构示意图。
具体实施方式
下面结合附图和实施例对本公开作进一步的详细说明。可以理解的是，此处所描述的具体实施例仅仅用于解释相关发明，而非对该发明的限定。另外还需要说明的是，为了便于描述，附图中仅示出了与有关发明相关的部分。
需要说明的是，在不冲突的情况下，本公开中的实施例及实施例中的特征可以相互组合。下面将参考附图并结合实施例来详细说明本公开。
图1示出了可以应用本公开的咨询信息的处理方法或咨询信息的处理装置的示例性架构100。
如图1所示，系统架构100可以包括终端设备101、102、103，网络104、106，服务器105和终端设备107、108、109。网络104用以在终端设备101、102、103和服务器105之间提供通信链路的介质，网络106用以在服务器105和终端设备107、108、109之间提供通信链路的介质。网络104、106可以包括各种连接类型，例如有线、无线通信链路或者光纤电缆等等。
第一用户可以使用终端设备101、102、103通过网络104与服务器105交互，以接收或发送消息(例如接收调查问卷)等。终端设备 101、102、103上可以安装有各种通讯客户端应用，例如咨询平台应用、智能助手解答应用、社交类应用、文字浏览类应用、图像浏览类应用、多媒体播放应用等。
第二用户可以使用终端设备107、108、109通过网络106与服务器105交互，以接收或发送消息(例如接收调查问卷结果信息)等。终端设备107、108、109上可以安装有各种通讯客户端应用，例如咨询平台应用、智能助手解答应用、社交类应用、文字浏览类应用、图像浏览类应用、多媒体播放应用等。
终端设备101、102、103和终端设备107、108、109可以是硬件，也可以是软件。当终端设备101、102、103为硬件时，可以是具有显示屏并且支持互联网访问的各种电子设备，包括但不限于智能手机、平板电脑、笔记本电脑、和台式计算机等等。当终端设备101、102、103为软件时，可以安装在上述所列举的电子设备中。其可以实现成多个软件或软件模块(例如用来提供分布式服务)，也可以实现成单个软件或软件模块。在此不做具体限定。
服务器105可以是为终端设备101、102、103和终端设备107、108、109安装的应用提供咨询解答服务的服务器。服务器105可以接收终端设备101、102、103在其安装的应用中提交的咨询请求，也可以将调查问卷结果信息反馈给终端设备107、108、109。
需要说明的是，本公开的实施例所提供的咨询信息的处理方法可以由终端设备101、102、103、终端设备107、108、109或服务器105执行。相应地，咨询信息的处理装置可以设置于终端设备101、102、103、终端设备107、108、109或服务器105中。
应该理解，图1中的终端设备、网络和服务器的数目仅仅是示意性的。根据实现需要，可以具有任意数目的终端设备、网络和服务器。
继续参考图2，示出了根据本公开的咨询信息的处理方法的一个实施例的流程200。该咨询信息的处理方法包括以下步骤：
步骤201，响应于接收到第一用户的咨询信息，向第一用户推送与咨询信息对应的调查问卷。
在本实施例中，咨询信息的处理方法的执行主体可以是图1所示 的系统架构中的服务器，或者是为咨询平台提供支持的其他后台设备。该执行主体可以从咨询平台接收到第一用户的咨询信息，并在预先存储的调查问卷集合中查找出与咨询信息对应的目标调查问卷，并通过咨询平台向第一用户推送上述目标调查问卷。具体地，第一用户可以是向咨询平台发出咨询请求的咨询方。咨询信息可以是第一用户提出的期望获得解决或应答的信息，咨询信息的具体内容可以包括第一用户所关注的、期望解决的事件的描述。调查问卷可以是以问题的形式进行用户信息收集的问卷。
在本实施的一些可选的实现方式中，咨询信息包括咨询内容的类型；以及上述响应于接收到第一用户的咨询信息，向第一用户推送与咨询信息对应的调查问卷的步骤，包括：响应于接收到第一用户的咨询信息，查找与咨询内容的类型对应的目标调查问卷；向第一用户推送目标调查问卷。
在该实现方式中，上述执行主体可以在接收到第一用户的咨询信息时，根据咨询信息所包括的咨询内容的类型在预先存储的调查问卷集合中查找出与咨询内容的类型对应的调查问卷并向第一用户推送。具体地，咨询内容的类型是预先配置，可以与咨询内容中所包含的咨询对象主体相对应，例如咨询内容中所包含的咨询对象主体是订单，则咨询内容的类型为订单类，例如咨询内容中所包含的咨询对象主体是与医疗相关的信息，则咨询内容的类型为医疗类。上述执行主体可以根据第一用户的咨询信息提取其中的关键内容，并根据关键内容识别咨询内容的类型。具体可以配置各预设类型的关键词表，通过咨询内容和关键词表匹配出咨询内容的类型。或者，可以采用预先训练的模型，对咨询信息进行分类，获得咨询内容的类型。
在这里，预先存储的调查问卷集合可以是根据咨询内容的类型对应设置的各类调查问卷。该实现方式可以通过设置并向第一用户推送与咨询内容的类型对应的调查问卷，更有针对性地、更准确地收集与第一用户咨询内容的类型对应的用户信息。
步骤202，获取第一用户提交的与调查问卷对应的调查问卷结果信息。
在本实施例中，上述执行主体可以获取第一用户提交的与调查问卷对应的调查问卷结果信息。具体地，调查问卷结果信息可以第一用户完成调查问卷的信息，例如用户完成勾选问卷问题对应的答案选项的信息。可选地，调查问卷包括用于收集与用户咨询信息相关的用户基本信息的结构型问卷，在这里，用户基本信息可以是与用户相关联的信息，例如体征信息、行程信息、环境信息，结构化问卷可以是以问卷问题以及相对应的答案选项的形式设置的，对应的调查问卷结果可以包括收集到的用户基本信息。通过该可选方式，减少收集用户基本信息的时间，并且通过设置结构型问卷自动生成对应的结构化的用户数据信息。
步骤203，将调查问卷结果信息输入至预先设置的咨询模型，得到第一咨询结果信息。
在本实施例中，上述执行主体可以将第一用户的调查问卷结果输入预先设置的咨询模型，得到第一咨询结果信息。具体地，咨询模型可以是根据各类咨询信息预先训练得到的模型，通过收集各类与用户咨询信息相关的用户基本信息以及对应的咨询结果，将各类与用户咨询信息相关的用户基本信息作为输入，对应的咨询结果作为期望输出，训练得到的模型。在这里，第一咨询结果信息可以是咨询模型输出的根据用户基本信息作出的初步判断结果
步骤204，向第二用户推送调查问卷结果信息和第一咨询结果信息。
在本实施例中，上述执行主体可以将咨询模型输出的初始咨询结果以及调查问卷结果信息推送给第二用户。在这里，第二用户可以是对第一用户的咨询信息进行解答的解答方。
步骤205，响应于接收到第二用户根据调查问卷结果信息和第一咨询结果信息提供的第二咨询结果信息，将第二咨询结果信息推送至第一用户。
在本实施例中，上述执行主体可以将接收到的第二用户根据调查问卷结果信息和第一咨询结果信息提供的第二咨询结果信息推送给第一用户。在这里，第二咨询结果信息可以是第二用户根据调查问卷结 果信息和第一咨询结果信息作出的最终判断结果。第二用户可以在提前收集好的用户基本信息以及咨询模型输出的第一咨询结果的基础上，快速作出判断并提供更可靠的第二咨询结果，由此减少了第二用户通过与第一用户进行交互获取第一用户基本信息的时间，提高了解答方作出最终判断结果的效率。
在本实施的一些可选的实现方式中，咨询信息可以包括目标咨询问题；以及上述方法还包括：响应于预设的咨询数据库中存在与目标咨询问题之间的匹配度大于第一预设阈值的第一咨询问题，向第一用户推送与第一咨询问题对应的咨询结果信息。
在该实现方式中，上述执行主体可以在预设的咨询数据库中查找与目标咨询问题相匹配的第一咨询问题，具体地，上述执行主体可以通过对目标咨询问题与咨询数据库中的咨询问题进行相似度计算得到相似度值，将相似度值作为匹配度的衡量指标，选择出与目标咨询问题之间的匹配度大于第一预设阈值的第一咨询问题，并将第一咨询问题对应的咨询结果信息推送给第一用户。在这里，咨询数据库中可以包括至少一个预先设置的咨询问题以及对应的咨询结果。通过该实现方式，可以实现针对第一用户的咨询信息所包括目标咨询问题进行快速解答。
在本实施的一些可选的实现方式中，上述方法还包括：响应于预设的咨询数据库中不存在与目标咨询问题之间的匹配度大于第一预设阈值的咨询问题，在预设的咨询数据库中查找与目标咨询问题之间的关联度大于第二预设阈值的候选咨询问题并向第一用户推送候选咨询问题；获取第一用户从候选咨询问题中选定的第二咨询问题，向第一用户推送与第二咨询问题对应的咨询结果信息。
在该实现方式中，上述执行主体当预设的咨询数据库中不存在与目标咨询问题相匹配的第一咨询问题时，可以在预设的咨询数据库中查找与目标咨询问题之间相关联的候选咨询问题并向第一用户推送候选咨询问题。具体地，上述执行主体首先可以识别目标咨询问题所包含的关键词，在咨询数据库中查找出包含相同关键词的咨询问题作为与目标咨询问题之间的关联度大于第二预设阈值的候选咨询问题， 获取第一用户从候选咨询问题中选定的第二咨询问题，在咨询数据库中查找到与第二咨询问题对应的咨询结果信息向第一用户推送。或者，上述执行主体也可以以目标咨询问题与咨询数据库中的咨询问题之间的相似度值作为关联度的衡量指标，上述执行主体还可以通过对目标咨询问题与咨询数据库中的咨询问题进行相似度计算得到相似度值，选择出与目标咨询问题之间的相似度值小于第一预设阈值大于第二预设阈值的咨询问题作为候选咨询问题推送给第一用户。
通过该实现方式，可以在数据库中不存在与目标咨询问题相匹配的咨询问题时，向第一用户推送贴近用户期望解答的目标咨询问题的候选咨询问题，方便用户选择。
在本实施的一些可选的实现方式中，上述方法还包括：向第一用户推送咨询频率大于预设阈值的常见咨询问题以及对应的咨询结果信息；响应于检测到第一用户对第三咨询问题的咨询结果信息执行预设的关联确认操作，将第三咨询信息、与第三咨询问题对应的咨询结果信息以及调查问卷结果信息输入至预先设置的咨询模型，得到第三咨询结果信息。
在该实现方式中，上述执行主体可以向第一用户推送咨询频率大于预设阈值的常见咨询问题以及对应的咨询结果信息，当检测到第一用户对第三咨询问题的咨询结果信息执行预设的关联确认操作，将第三咨询问题咨询结果和第三咨询问题对应的咨询结果信息、与上述调查问卷结果信息同时输入预先设置的咨询模型，得到第三咨询结果信息，将第三咨询信息推送给第二用户。在这里，预设的关联确认操作可以是第一用户在认为第三咨询问题的咨询结果对自己有帮助时执行的一种预设操作。
举例来说，当上述执行主体检测到第一用户打开咨询应用时，可以向第一用户推送至少一个常见咨询问题以及对应的咨询结果信息，并且向第一用户呈现供选择的“有用”和“无用”选项，当检测到用户选择“有用”选项时，则表征用户认为该问题的咨询结果对自己有帮助，这时上述执行主体可以将上述目标常见咨询问题作为用户信息输入至咨询模型以及发送至第二用户供参考。
通过该实现方式，可以向第一用户推送常见咨询问题来快速向用户提供可能感兴趣的咨询问题，将第一用户满意的咨询问题对应的咨询结果信息作为咨询模型与第二用户的判断依据，丰富用户获取相关信息方式。同时将用户执行预设的关联确认操作的常见咨询问题作为用户的信息的另一种获取方式，输入至咨询模型以及发送至第二用户供参考，有助于咨询模型和第二用户提供更准确的咨询结果。
继续参考图3，示出了根据本公开的咨询信息的处理方法的一个应用场景图的示意图。在图3的应用场景中，第一用户(咨询方)所使用的终端301上可以安装咨询类应用或咨询平台，第二用户(解答方)所使用的终端303上可以安装咨询类应用或咨询平台。当检测到第一用户(咨询方)登录咨询类应用或咨询平台时，向第一用户(咨询方)展示输入咨询信息的页面304，页面304中包含“请输入您的问题”的内容，第一用户(咨询方)在完成咨询信息的输入后，点击“提交”，服务器302接收到第一用户(咨询方)发送的咨询信息，从数据库中筛选出与咨询信息对应的调查问卷，发送至第一用户(咨询方)使用的终端301，终端301向第一用户展示调查问卷页面305，第一用户(咨询方)在完成调查问卷时，点击“提交问卷”，则终端将第一用户的调查问卷结果信息发送至服务器302。服务器302将第一用户(咨询方)的调查问卷结果信息(即第一用户的基本信息)输入至咨询模型，得到初步咨询结果，再将调查问卷结果信息(即第一用户的基本信息)和初步咨询结果发送给第二用户(解答方)使用的终端303，终端303在页面306中向第二用户(解答方)展示第一用户的基本信息和初步咨询结果，第二用户(解答方)参考第一用户的基本信息和初步咨询结果，在页面306中输入解答内容，完成后点击“提交”或“发送”选项，将最终解答内容作为最终咨询结果发送至服务器302。服务器302在接收到最终咨询结果后，将最终咨询结果转发至终端301，终端301向第一用户(咨询方)展示最终咨询结果的页面307。
上述实施例具体可以应用于在线知识交互平台，或者在线问诊平台，提问者发起提问后，专家可以参考平台的初步判断结果进行解答。这样，提问者和专家可以通过该平台快速、高效地完成交互，提升了 信息交互的效率。
继续参考图4，示出了根据本公开的咨询信息的处理方法的又一个实施例的流程400。该咨询信息的处理方法包括以下步骤：
步骤401，将第一用户输入的咨询信息发送至服务器。
在本实施例中，咨询信息的处理方法的执行主体可以是用户端设备(例如图1所示的终端101、102、103)，该执行主体可以将第一用户输入的咨询信息发送至服务器，服务器可以接收第一用户提交的咨询请求后向第一用户发送与用户的咨询信息对应的调查问卷。
步骤402，接收与第一用户的咨询信息对应的调查问卷。
在本实施例中，上述执行主体可以接收服务器发送的与第一用户的咨询信息对应的调查问卷。可选地，当咨询信息包括咨询内容的类型时，上述执行主体根据咨询内容的类型筛选出与与咨询内容的类型对应的目标调查问卷向第一用户发送，第一用户可以接收与咨询内容的类型对应的目标调查问卷。
步骤403，将第一用户输入的与调查问卷对应的调查问卷结果信息发送至服务器。
在本实施例中，上述执行主体可以将第一用户针对调查问卷完成的调查问卷结果信息发送至服务器，服务器接收到调查问卷结果信息后，将调查问卷结果信息输入至预先设置的咨询模型得到的第一咨询结果信息，再将调查问卷结果信息以及第一咨询结果信息发送给第二用户，第二用户根据调查问卷结果信息以及第一咨询结果信息得出第二咨询结果信息发送至服务器。
步骤404，接收第二咨询结果信息。
在本实施例中，上述执行主体可以接受服务器发送的最终咨询结果信息。在这里，第二咨询结果信息由第二用户根据调查问卷结果信息以及第一咨询结果信息提交的，第一咨询结果信息是将调查问卷结果信息输入至预先设置的咨询模型得到的。
上述实施例中，将第一用户输入的咨询信息发送至服务器，服务器可以接收第一用户提交的咨询请求后向第一用户发送与用户的咨询信息对应的调查问卷，第一用户可以接收接收服务器发送的与第一用 户的咨询信息对应的调查问卷并将第一用户针对调查问卷完成的调查问卷结果信息发送至服务器，服务器可以接收到调查问卷结果信息后，将调查问卷结果信息输入至预先设置的咨询模型得到的第一咨询结果信息，再将调查问卷结果信息以及第一咨询结果信息发送给第二用户，第二用户根据调查问卷结果信息以及第一咨询结果信息得出第二咨询结果信息发送至服务器，第一用户接收服务器发送的第二咨询结果信息，从而实现第一用户终端、服务器、第二用户终端之间的交互，服务器在将用户的咨询信息推送至解答方之前通过调查问卷获取咨询方的基本信息，对咨询方的问题进行初步解答并将基本信息和初步解答推送至解答方，以供解答方参考并提供最终的咨询结果，将最终的咨询结果返回给咨询方，由此缩短了咨询方和解答方的交互流程，提高了咨询信息的处理效率。
继续参考图5，示出了根据本公开的咨询信息的处理方法的另一个实施例的流程500。该咨询信息的处理方法包括以下步骤：
步骤501，接收调查问卷结果信息以及第一咨询结果信息。
在本实施例中，上述咨询信息的处理方法(例如图1所示的终端107、108、109)可以接受服务器发送的调查问卷结果信息以及第一咨询结果信息。在这里，调查问卷结果信息是第一用户提交的与所调查问卷对应的调查问卷结果信息，调查问卷与第一用户的咨询信息相对应，第一咨询结果信息是将调查问卷结果信息输入至预先设置的咨询模型得到的。
在实践中，服务器在检测到咨询方的咨询信息后，可以向咨询方提供调查问卷以收集咨询方的相关信息。咨询方可以通过其使用的终端设备向服务器提交调查问卷结果，服务器根据咨询方提供的调查问卷结果，利用预先设置的咨询模型进行初步判断，得出第一咨询结果。然后服务器向解答方发送咨询方的调查问卷结果信息以及第一咨询结果信息。解答方可以通过其使用的终端设备接收服务器发送的调查问卷结果信息以及第一咨询结果信息
步骤502，发送根据调查问卷结果信息以及第一咨询结果信息得到的第二咨询结果信息，以将第二咨询结果信息推送至第一用户。
在本实施例中，上述执行主体可以发送根据调查问卷结果信息以及第一咨询结果信息得到的第二咨询结果信息，以将第二咨询结果信息推送至第一用户。
上述实施例中，将第一用户输入的咨询信息发送至服务器，服务器可以接收第一用户提交的咨询请求后向第一用户发送与用户的咨询信息对应的调查问卷，第一用户可以接收接收服务器发送的与第一用户的咨询信息对应的调查问卷并将第一用户针对调查问卷完成的调查问卷结果信息发送至服务器，服务器可以接收到调查问卷结果信息后，将调查问卷结果信息输入至预先设置的咨询模型得到的第一咨询结果信息，再将调查问卷结果信息以及第一咨询结果信息发送给第二用户，第二用户根据调查问卷结果信息以及第一咨询结果信息得出第二咨询结果信息发送至服务器，第一用户接收服务器发送的第二咨询结果信息，从而实现第一用户终端、服务器、第二用户终端之间的交互，服务器在将用户的咨询信息推送至解答方之前通过调查问卷获取咨询方的基本信息，对咨询方的问题进行初步解答并将基本信息和初步解答推送至解答方，以供解答方参考并提供最终的咨询结果，将最终的咨询结果返回给咨询方，由此缩短了咨询方和解答方的交互流程，提高了咨询信息的处理效率。
进一步参考图6，作为对上述各图所示方法的实现，本公开提供了咨询信息的处理装置的一个实施例，该装置实施例与图2所示的方法实施例相对应，该装置具体可以应用于各种电子设备中。
如图6所示，本实施例提供的咨询信息的处理装置600包括第一推送单元601、获取单元602、确定单元603、第二推送单元604和第三推送单元605。其中，第一推送单元601，被配置成响应于接收到第一用户的咨询信息，向第一用户推送与咨询信息对应的调查问卷；获取单元602，被配置成获取第一用户提交的与调查问卷对应的调查问卷结果信息；确定单元603，被配置成将调查问卷结果信息输入至预先设置的咨询模型，得到第一咨询结果信息；第二推送单元604，被配置成向第二用户推送调查问卷结果信息和第一咨询结果信息；第三推送单元605，被配置成响应于接收到第二用户根据调查问卷结果信 息和第一咨询结果信息提供的第二咨询结果信息，将第二咨询结果信息推送至第一用户。
在本实施例中，咨询信息的处理装置600中：第一推送单元601、获取单元602、确定单元603、第二推送单元604和第三推送单元605的具体处理及其所带来的技术效果可分别参考图2对应实施例中的步骤201、步骤202、步骤203、步骤204和步骤205的相关说明，在此不再赘述。
本公开的上述实施例提供的装置，在将用户的咨询信息推送至解答方之前通过调查问卷获取咨询方的基本信息，对咨询方的问题进行初步解答并将基本信息和初步解答推送至解答方，以供解答方参考并提供最终的咨询结果，由此缩短了咨询方和解答方的交互流程，提高了咨询信息的处理效率。
进一步参考图7，作为对上述各图所示方法的实现，本公开提供了咨询信息的处理装置的又一个实施例，该装置实施例与图4所示的方法实施例相对应，该装置具体可以应用于各种电子设备中。
如图7所示，本实施例提供的咨询信息的处理装置700包括第一发送单元701、第一接收单元702、第二发送单元703和第二接收单元704。其中，第一发送单元701，被配置成将第一用户输入的咨询信息发送至服务器；第一接收单元702，被配置成接收与第一用户的咨询信息对应的调查问卷；第二发送单元703，被配置成将第一用户输入的与调查问卷对应的调查问卷结果信息发送至服务器；第二接收单元704，被配置成接收第二咨询结果信息，其中，第二咨询结果信息由第二用户根据调查问卷结果信息以及第一咨询结果信息提交的，第一咨询结果信息是将调查问卷结果信息输入至预先设置的咨询模型得到的。
本公开的上述实施例提供的装置，通过在将用户的咨询信息推送至解答方之前通过调查问卷获取咨询方的基本信息，对咨询方的问题进行初步解答并将基本信息和初步解答推送至解答方，以供解答方参考并提供最终的咨询结果，由此缩短了咨询方和解答方的交互流程，提高了咨询信息的处理效率。
进一步参考图8，作为对上述各图所示方法的实现，本公开提供了咨询信息的处理装置的另一个实施例，该装置实施例与图5所示的方法实施例相对应，该装置具体可以应用于各种电子设备中。
如图8所示，本实施例提供的咨询信息的处理装置800包括接收单元801和发送单元802。其中，接收单元801，被配置成接收调查问卷结果信息以及第一咨询结果信息，其中，调查问卷结果信息是第一用户提交的与所调查问卷对应的调查问卷结果信息，调查问卷与第一用户的咨询信息相对应，第一咨询结果信息是将调查问卷结果信息输入至预先设置的咨询模型得到的；发送单元802，被配置成发送根据调查问卷结果信息以及第一咨询结果信息得到的第二咨询结果信息，以将第二咨询结果信息推送至第一用户。
本公开的上述实施例提供的装置，在将用户的咨询信息推送至解答方之前通过调查问卷获取咨询方的基本信息，对咨询方的问题进行初步解答并将基本信息和初步解答推送至解答方，以供解答方参考并提供最终的咨询结果，由此缩短了咨询方和解答方的交互流程，提高了咨询信息的处理效率。
下面参考图9，下面参考图9，其示出了适于用来实现本公开的实施例的电子设备(例如图1中的服务器)900的结构示意图。图9示出的服务器仅仅是一个示例，不应对本公开的实施例的功能和使用范围带来任何限制。
如图9所示，电子设备900可以包括处理装置(例如中央处理器、图形处理器等)901，其可以根据存储在只读存储器(ROM)902中的程序或者从存储装置909加载到随机访问存储器(RAM)903中的程序而执行各种适当的动作和处理。在RAM 903中，还存储有电子设备900操作所需的各种程序和数据。处理装置901、ROM、902以及RAM 903通过总线909彼此相连。输入/输出(I/O)接口905也连接至总线908。
通常，以下装置可以连接至I/O接口905：包括例如触摸屏、触摸板、键盘、鼠标、摄像头、麦克风、加速度计、陀螺仪等的输入装置906；包括例如液晶显示器(LCD，Liquid Crystal Display)、扬声器、 振动器等的输出装置907；包括例如磁带、硬盘等的存储装置808；以及通信装置909。通信装置909可以允许电子设备900与其他设备进行无线或有线通信以交换数据。虽然图9示出了具有各种装置的电子设备900，但是应理解的是，并不要求实施或具备所有示出的装置。可以替代地实施或具备更多或更少的装置。图9中示出的每个方框可以代表一个装置，也可以根据需要代表多个装置。
特别地，根据本公开的实施例，上文参考流程图描述的过程可以被实现为计算机软件程序。例如，本公开的实施例包括一种计算机程序产品，其包括承载在计算机可读介质上的计算机程序，该计算机程序包含用于执行流程图所示的方法的程序代码。在这样的实施例中，该计算机程序可以通过通信装置909从网络上被下载和安装，或者从存储装置908被安装，或者从ROM 902被安装。在该计算机程序被处理装置901执行时，执行本公开的实施例的方法中限定的上述功能。
需要说明的是，本公开的实施例的计算机可读介质可以是计算机可读信号介质或者计算机可读存储介质或者是上述两者的任意组合。计算机可读存储介质例如可以是——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。计算机可读存储介质的更具体的例子可以包括但不限于：具有一个或多个导线的电连接、便携式计算机磁盘、硬盘、随机访问存储器(RAM)、只读存储器(ROM)、可擦式可编程只读存储器(EPROM或闪存)、光纤、便携式紧凑磁盘只读存储器(CD-ROM)、光存储器件、磁存储器件、或者上述的任意合适的组合。在本公开的实施例中，计算机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。而在本公开的实施例中，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，其中承载了计算机可读的程序代码。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。计算机可读信号介质还可以是计算机可读存储介质以外的任何计算机可读介质，该计算机可读信号介质可以发送、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。计算机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：电线、光缆、RF(Radio Frequency，射频)等等，或者上述的任意合适的组合。
上述计算机可读介质可以是上述电子设备中所包含的；也可以是单独存在，而未装配入该电子设备中。上述计算机可读介质承载有一个或者多个程序，当上述一个或者多个程序被该电子设备执行时，使得该电子设备：响应于接收到第一用户的咨询信息，向第一用户推送与咨询信息对应的调查问卷；获取第一用户提交的与调查问卷对应的调查问卷结果信息；将调查问卷结果信息输入至预先设置的咨询模型，得到第一咨询结果信息；向第二用户推送调查问卷结果信息和第一咨询结果信息；响应于接收到第二用户根据调查问卷结果信息和第一咨询结果信息提供的第二咨询结果信息，将第二咨询结果信息推送至第一用户。
或者，当上述一个或者多个程序被该电子设备执行时，使得该电子设备：将第一用户输入的咨询信息发送至服务器；接收与第一用户的咨询信息对应的调查问卷；将第一用户输入的与调查问卷对应的调查问卷结果信息发送至服务器；接收第二咨询结果信息。
或者，当上述一个或者多个程序被该电子设备执行时，使得该电子设备：接收调查问卷结果信息以及第一咨询结果信息；发送根据调查问卷结果信息以及第一咨询结果信息得到的第二咨询结果信息，以将第二咨询结果信息推送至第一用户。
可以以一种或多种程序设计语言或其组合来编写用于执行本公开的实施例的操作的计算机程序代码，程序设计语言包括面向对象的程序设计语言—诸如Java、Smalltalk、C++，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机上执行、部分地在用户计算机上执行、作为一个独立的软件包执行、部分在用户计算机上部分在远程计算机上执行、或者完全在远程计算机或服务器上执行。在涉及远程计算机的情形中，远程计算机可以通过任意种类的网络——包括局域网(LAN)或广域网(WAN)—连接到用户计算机，或者，可以连接到外部计算机(例如利 用因特网服务提供商来通过因特网连接)。
附图中的流程图和框图，图示了按照本公开的各种实施例的系统、方法和计算机程序产品的可能实现的体系架构、功能和操作。在这点上，流程图或框图中的每个方框可以代表一个模块、程序段、或代码的一部分，该模块、程序段、或代码的一部分包含一个或多个用于实现规定的逻辑功能的可执行指令。也应当注意，在有些作为替换的实现中，方框中所标注的功能也可以以不同于附图中所标注的顺序发生。例如，两个接连地表示的方框实际上可以基本并行地执行，它们有时也可以按相反的顺序执行，这依所涉及的功能而定。也要注意的是，框图和/或流程图中的每个方框、以及框图和/或流程图中的方框的组合，可以用执行规定的功能或操作的专用的基于硬件的系统来实现，或者可以用专用硬件与计算机指令的组合来实现。
描述于本公开的实施例中所涉及到的单元可以通过软件的方式实现，也可以通过硬件的方式来实现。所描述的单元也可以设置在处理器中，例如，可以描述为：一种处理器，包括第一推送单元、获取单元、确定单元、第二推送单元和第三推送单元。其中，这些单元的名称在某种情况下并不构成对该单元本身的限定，例如，第一推送单元还可以被描述为“响应于接收到第一用户的咨询信息，向第一用户推送与咨询信息对应的调查问卷的单元”
上描述仅为本公开的较佳实施例以及对所运用技术原理的说明。本领域技术人员应当理解，本公开的实施例中所涉及的发明范围，并不限于上述技术特征的特定组合而成的技术方案，同时也应涵盖在不脱离上述发明构思的情况下，由上述技术特征或其等同特征进行任意组合而形成的其它技术方案。例如上述特征与本公开的实施例中公开的(但不限于)具有类似功能的技术特征进行互相替换而形成的技术方案。

Claims (14)

  1. 一种咨询信息的处理方法，包括：
    响应于接收到第一用户的咨询信息，向所述第一用户推送与所述咨询信息对应的调查问卷；
    获取所述第一用户提交的与所述调查问卷对应的调查问卷结果信息；
    将所述调查问卷结果信息输入至预先设置的咨询模型，得到第一咨询结果信息；
    向第二用户推送所述调查问卷结果信息和所述第一咨询结果信息；
    响应于接收到所述第二用户根据所述调查问卷结果信息和所述第一咨询结果信息提供的第二咨询结果信息，将所述第二咨询结果信息推送至所述第一用户。
  2. 根据权利要求1所述的方法，其中，所述咨询信息包括咨询内容的类型；以及所述响应于接收到第一用户的咨询信息，向所述第一用户推送与所述咨询信息对应的调查问卷，包括：
    响应于接收到第一用户的咨询信息，查找与所述咨询内容的类型对应的目标调查问卷；
    向所述第一用户推送所述目标调查问卷。
  3. 根据权利要求1所述的方法，其中，所述调查问卷包括用于收集与用户咨询信息相关的用户基本信息的结构型问卷。
  4. 根据权利要求1所述的方法，其中，所述咨询信息包括目标咨询问题；以及所述方法还包括：
    响应于预设的咨询数据库中存在与所述目标咨询问题之间的匹配度大于第一预设阈值的第一咨询问题，向所述第一用户推送与所述第一咨询问题对应的咨询结果信息。
  5. 根据权利要求4所述的方法，其中，所述方法还包括：
    响应于预设的咨询数据库中不存在与所述目标咨询问题之间的匹配度大于第一预设阈值的咨询问题，在所述预设的咨询数据库中查找与所述目标咨询问题之间的关联度大于第二预设阈值的候选咨询问题并向所述第一用户推送所述候选咨询问题；
    获取所述第一用户从所述候选咨询问题中选定的第二咨询问题，向所述第一用户推送与所述第二咨询问题对应的咨询结果信息。
  6. 根据权利要求1所述的方法，其中，所述方法还包括：
    向所述第一用户推送咨询频率大于预设阈值的常见咨询问题以及对应的咨询结果信息；
    响应于检测到所述第一用户对第三咨询问题的咨询结果信息执行预设的关联确认操作，将所述第三咨询信息、与所述第三咨询问题对应的咨询结果信息以及所述调查问卷结果信息输入至预先设置的咨询模型，得到第三咨询结果信息。
  7. 一种咨询信息的处理方法，包括：
    将第一用户输入的咨询信息发送至服务器；
    接收与所述第一用户的咨询信息对应的调查问卷；
    将第一用户输入的与所述调查问卷对应的调查问卷结果信息发送至服务器；
    接收第二咨询结果信息，其中，所述第二咨询结果信息由第二用户根据所述调查问卷结果信息以及第一咨询结果信息提交的，所述第一咨询结果信息是将所述调查问卷结果信息输入至预先设置的咨询模型得到的。
  8. 根据权利要求7所述的方法，其中，所述咨询信息包括咨询内容的类型；以及所述接收与所述第一用户的咨询信息对应的调查问卷，包括：
    接收与所述咨询内容的类型对应的目标调查问卷。
  9. 一种咨询信息的处理方法，包括：
    接收调查问卷结果信息以及第一咨询结果信息，其中，所述调查问卷结果信息是第一用户提交的与所调查问卷对应的调查问卷结果信息，所述调查问卷与所述第一用户的咨询信息相对应，所述第一咨询结果信息是将所述调查问卷结果信息输入至预先设置的咨询模型得到的；
    发送根据所述调查问卷结果信息以及所述第一咨询结果信息得到的第二咨询结果信息，以将所述第二咨询结果信息推送至所述第一用户。
  10. 一种咨询信息的处理装置，包括：
    第一推送单元，被配置成响应于接收到第一用户的咨询信息，向所述第一用户推送与所述咨询信息对应的调查问卷；
    获取单元，被配置成获取所述第一用户提交的与所述调查问卷对应的调查问卷结果信息；
    确定单元，被配置成将所述调查问卷结果信息输入至预先设置的咨询模型，得到第一咨询结果信息；
    第二推送单元，被配置成向第二用户推送所述调查问卷结果信息和所述第一咨询结果信息；
    第三推送单元，被配置成响应于接收到所述第二用户根据所述调查问卷结果信息和所述第一咨询结果信息提供的第二咨询结果信息，将所述第二咨询结果信息推送至所述第一用户。
  11. 一种咨询信息的处理装置，包括：
    第一发送单元，被配置成将第一用户输入的咨询信息发送至服务器；
    第一接收单元，被配置成接收与所述第一用户的咨询信息对应的调查问卷；
    第二发送单元，被配置成将第一用户输入的与所述调查问卷对应的调查问卷结果信息发送至服务器；
    第二接收单元，被配置成接收第二咨询结果信息，其中，所述第二咨询结果信息由第二用户根据所述调查问卷结果信息以及第一咨询结果信息提交的，所述第一咨询结果信息是将所述调查问卷结果信息输入至预先设置的咨询模型得到的。
  12. 一种咨询信息的处理装置，包括：
    接收单元，被配置成接收调查问卷结果信息以及第一咨询结果信息，其中，所述调查问卷结果信息是第一用户提交的与所调查问卷对应的调查问卷结果信息，所述调查问卷与所述第一用户的咨询信息相对应，所述第一咨询结果信息是将所述调查问卷结果信息输入至预先设置的咨询模型得到的；
    发送单元，被配置成发送根据所述调查问卷结果信息以及所述第一咨询结果信息得到的第二咨询结果信息，以将所述第二咨询结果信息推送至所述第一用户。
  13. 一种电子设备，包括：
    一个或多个处理器；
    存储装置，其上存储有一个或多个程序，
    当所述一个或多个程序被一个或多个处理器执行，使得所述一个或多个处理器实现如权利要求1-9中任一的方法。
  14. 一种计算机可读介质，其上存储有计算机程序，其中，该程序被处理器执行时实现如权利要求1-9中任一所述的方法。
PCT/CN2020/117348 2020-03-26 2020-09-24 咨询信息的处理方法和装置 WO2021189789A1 (zh)

Priority Applications (3)

Application Number Priority Date Filing Date Title
KR1020217017985A KR102640679B1 (ko) 2020-03-26 2020-09-24 컨설팅 정보 처리 방법 및 장치
JP2021523687A JP7268149B2 (ja) 2020-03-26 2020-09-24 問い合わせ情報の処理方法及び装置、電子機器、記憶媒体並びにコンピュータプログラム
US17/302,385 US11663248B2 (en) 2020-03-26 2021-04-30 Method and apparatus for processing consultation information

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
CN202010221250.3 2020-03-26
CN202010221250.3A CN111274490B (zh) 2020-03-26 2020-03-26 咨询信息的处理方法和装置

Related Child Applications (1)

Application Number Title Priority Date Filing Date
US17/302,385 Continuation US11663248B2 (en) 2020-03-26 2021-04-30 Method and apparatus for processing consultation information

Publications (1)

Publication Number Publication Date
WO2021189789A1 true WO2021189789A1 (zh) 2021-09-30

Family

ID=71003950

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/CN2020/117348 WO2021189789A1 (zh) 2020-03-26 2020-09-24 咨询信息的处理方法和装置

Country Status (2)

Country Link
CN (1) CN111274490B (zh)
WO (1) WO2021189789A1 (zh)

Families Citing this family (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN111274490B (zh) * 2020-03-26 2024-01-19 北京百度网讯科技有限公司 咨询信息的处理方法和装置
KR102640679B1 (ko) 2020-03-26 2024-02-27 베이징 바이두 넷컴 사이언스 앤 테크놀로지 코., 엘티디. 컨설팅 정보 처리 방법 및 장치
CN112733065B (zh) * 2021-01-15 2022-10-04 海南金垦赛博信息科技有限公司 一种热带农业专家信息管理方法及系统
CN112966178B (zh) * 2021-03-05 2024-01-23 北京百度网讯科技有限公司 咨询结果的分发方法、装置、设备以及存储介质

Citations (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20160371793A1 (en) * 2012-12-27 2016-12-22 Facebook, Inc. Implicit social graph connections
CN107247868A (zh) * 2017-05-18 2017-10-13 深思考人工智能机器人科技（北京）有限公司 一种人工智能辅助问诊系统
CN108629605A (zh) * 2017-03-15 2018-10-09 北京京东尚科信息技术有限公司 基于在线客服的实时问卷推送方法
CN109427000A (zh) * 2017-08-30 2019-03-05 阿里巴巴集团控股有限公司 问题数据处理方法、装置及计算机系统
CN110119775A (zh) * 2019-05-08 2019-08-13 腾讯科技（深圳）有限公司 医疗数据处理方法、装置、系统、设备和存储介质
CN111274490A (zh) * 2020-03-26 2020-06-12 北京百度网讯科技有限公司 咨询信息的处理方法和装置

Family Cites Families (21)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP2003044488A (ja) * 2001-08-02 2003-02-14 Nec Soft Ltd 質問回答システム、質問回答方法、質問回答サーバ及びプログラム
JP2010015313A (ja) * 2008-07-02 2010-01-21 Docomo Technology Inc 問診プログラム、通信装置およびサポートシステム
US20150227893A1 (en) * 2013-02-08 2015-08-13 Symbility Solutions Inc. Estimate method and generator
CN104836925A (zh) * 2014-02-11 2015-08-12 携程计算机技术（上海）有限公司 咨询系统及方法
US20160189558A1 (en) * 2014-12-31 2016-06-30 Genesys Telecommunications Laboratories, Inc. Learning Based on Simulations of Interactions of a Customer Contact Center
US20160196490A1 (en) * 2015-01-02 2016-07-07 International Business Machines Corporation Method for Recommending Content to Ingest as Corpora Based on Interaction History in Natural Language Question and Answering Systems
CN105011911B (zh) * 2015-08-19 2018-09-04 之医（上海）健康科技有限公司 一种基于网络的中医健康咨询系统
US11227113B2 (en) * 2016-01-20 2022-01-18 International Business Machines Corporation Precision batch interaction with a question answering system
KR101770728B1 (ko) * 2016-05-27 2017-09-05 (주)엠엘티 상담 만족도 조사 시스템 및 방법
CN106789595A (zh) * 2017-01-17 2017-05-31 北京诸葛找房信息技术有限公司 信息推送方法和装置
US11363984B2 (en) * 2017-09-12 2022-06-21 Snooze, Inc. Method and system for diagnosis and prediction of treatment effectiveness for sleep apnea
CN110110049A (zh) * 2017-12-29 2019-08-09 深圳市优必选科技有限公司 服务咨询方法、装置、系统、服务机器人及存储介质
WO2019134166A1 (zh) * 2018-01-08 2019-07-11 东莞市未知术网络科技有限公司 咨询方法及计算机可读存储介质、服务器、移动终端
WO2019144542A1 (en) * 2018-01-26 2019-08-01 Institute Of Software Chinese Academy Of Sciences Affective interaction systems, devices, and methods based on affective computing user interface
CN109345282A (zh) * 2018-08-22 2019-02-15 中国平安人寿保险股份有限公司 一种业务咨询的响应方法及设备
CN109376354A (zh) * 2018-09-26 2019-02-22 出门问问信息科技有限公司 欺诈行为识别方法、装置、电子设备及可读存储介质
CN109684530B (zh) * 2018-12-07 2024-01-30 新疆农垦科学院 基于web管理与手机小程序应用的信息推送服务系统
CN109857850A (zh) * 2019-01-18 2019-06-07 深圳壹账通智能科技有限公司 咨询请求处理方法、装置、计算机设备及存储介质
CN110415070A (zh) * 2019-06-25 2019-11-05 平安科技（深圳）有限公司 产品咨询方法、系统、计算机设备和存储介质
CN110597624A (zh) * 2019-08-13 2019-12-20 深圳壹账通智能科技有限公司 通信建立方法和系统
CN110688454A (zh) * 2019-09-09 2020-01-14 深圳壹账通智能科技有限公司 咨询对话处理的方法、装置、设备及存储介质

Patent Citations (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20160371793A1 (en) * 2012-12-27 2016-12-22 Facebook, Inc. Implicit social graph connections
CN108629605A (zh) * 2017-03-15 2018-10-09 北京京东尚科信息技术有限公司 基于在线客服的实时问卷推送方法
CN107247868A (zh) * 2017-05-18 2017-10-13 深思考人工智能机器人科技（北京）有限公司 一种人工智能辅助问诊系统
CN109427000A (zh) * 2017-08-30 2019-03-05 阿里巴巴集团控股有限公司 问题数据处理方法、装置及计算机系统
CN110119775A (zh) * 2019-05-08 2019-08-13 腾讯科技（深圳）有限公司 医疗数据处理方法、装置、系统、设备和存储介质
CN111274490A (zh) * 2020-03-26 2020-06-12 北京百度网讯科技有限公司 咨询信息的处理方法和装置

Also Published As

Publication number Publication date
CN111274490B (zh) 2024-01-19
CN111274490A (zh) 2020-06-12

Similar Documents

Publication Publication Date Title
WO2021189789A1 (zh) 咨询信息的处理方法和装置
US11037048B2 (en) Virtual conversation method or system
US11163778B2 (en) Integrating virtual and human agents in a multi-channel support system for complex software applications
WO2020088058A1 (zh) 生成信息的方法和装置
US10462211B2 (en) System and method for providing more appropriate question/answer responses based upon profiles
WO2022037419A1 (zh) 音频内容识别方法、装置、设备和计算机可读介质
CN111104590A (zh) 信息推荐方法、装置、介质及电子设备
US9864949B1 (en) Cognition model-based product assist
WO2022152018A1 (zh) 用于识别一人多账号的方法及装置
US20190188623A1 (en) Cognitive and dynamic business process generation
CA2965457C (en) Computer-implemented system and method for providing on-demand expert advice to a consumer
US20220058707A1 (en) Product recommendation based on machine learning
KR102640679B1 (ko) 컨설팅 정보 처리 방법 및 장치
CN108509442B (zh) 搜索方法和装置、服务器以及计算机可读存储介质
WO2019234736A1 (en) Systems and methods for dynamic adaptation of a graphical user interface
WO2021196538A1 (zh) 用于发送信息的方法和装置
KR20220127935A (ko) 정보 상호작용을 위한 방법 및 장치
CN111556096A (zh) 信息推送方法、装置、介质及电子设备
CN112348614A (zh) 用于推送信息的方法和装置
KR20210059328A (ko) 인플루언서 검색 서비스 제공방법, 장치 및 컴퓨터프로그램
WO2022062507A1 (zh) 信息推荐方法及装置
CN117238425A (zh) 问诊病历生成方法、装置、电子设备和存储介质
WO2023202669A1 (zh) 信息处理方法、装置、设备及介质
CN113010654A (zh) 应用于保险行业的问题回复方法、装置、电子设备和介质
CN117995359A (zh) 一种情绪抚慰信息展示方法、装置、电子设备和可读介质

Legal Events

Date Code Title Description
ENP Entry into the national phase

Ref document number: 2021523687

Country of ref document: JP

Kind code of ref document: A

ENP Entry into the national phase

Ref document number: 20217017985

Country of ref document: KR

Kind code of ref document: A

121 Ep: the epo has been informed by wipo that ep was designated in this application

Ref document number: 20927983

Country of ref document: EP

Kind code of ref document: A1

NENP Non-entry into the national phase

Ref country code: DE

122 Ep: pct application non-entry in european phase

Ref document number: 20927983

Country of ref document: EP

Kind code of ref document: A1

32PN Ep: public notification in the ep bulletin as address of the adressee cannot be established

Free format text: NOTING OF LOSS OF RIGHTS PURSUANT TO RULE 112(1) EPC (EPO FORM 1205A DATED 15.03.2023)

122 Ep: pct application non-entry in european phase

Ref document number: 20927983

Country of ref document: EP

Kind code of ref document: A1