WO2021244574A1

WO2021244574A1 - Method and device for establishing question-answer pair

Info

Publication number: WO2021244574A1
Application number: PCT/CN2021/097937
Authority: WO
Inventors: 胡尧; 詹泽; 娄伟锋; 宋长福
Original assignee: 支付宝(杭州)信息技术有限公司
Priority date: 2020-06-05
Filing date: 2021-06-02
Publication date: 2021-12-09
Also published as: CN111400482A; CN112131338B; CN111400482B; CN112131338A

Abstract

A method and device for establishing a question-answer pair. The method comprises: monitoring a pasting operation of a manual customer service (S102); taking a text corresponding to the pasting operation as a current reply message of the current user question (S104); determining the number of historical reply messages matching the current reply message within the current period, the historical reply messages being input by the manual customer service (S106); if the number of the historical reply messages satisfies a preset condition, generating a question-answer pair according to the current reply message and the current user question (S108); and storing the question-answer pair in a knowledge base (S110).

Description

Method and device for establishing question and answer pairs

Technical field

This specification relates to the field of Internet technology, and in particular to a method and device for establishing question and answer pairs.

Background technique

In application scenarios of instant messaging technologies such as consultation and customer service, many of the same questions often need to be answered. In order to improve the efficiency of message reply, the system usually presets standard question and answer pairs, so that the reply speed can be increased when the same question is received later.

However, the establishment of question and answer pairs requires the collection of a large number of questions and reply messages, which has a certain lag. How to establish question and answer pairs in a timely manner has become an urgent problem to be solved.

Summary of the invention

In view of this, this specification provides a method and device for establishing question and answer pairs.

Specifically, this specification is implemented through the following technical solution: a method for establishing a question and answer pair, the method includes: monitoring a paste operation of a human customer service; and using the text corresponding to the paste operation as the current reply message to the current user question ; Determine the number of historical reply messages matching the current reply message in the current period, the historical reply message is input by the manual customer service; if the number of historical reply messages meets a preset condition, according to the current reply The message and the current user question generate a question and answer pair; the question and answer pair is stored in the knowledge base.

A device for establishing question and answer pairs, the device comprising: a monitoring unit for monitoring a paste operation of a human customer service; an acquisition unit for taking the text corresponding to the pasting operation as a current reply message to a current user question; and a counting unit , Used to determine the number of historical reply messages matching the current reply message in the current period, the historical reply message being input by the manual customer service; the judging unit, used to determine if the number of historical reply messages meets a preset condition , The question and answer pair is generated according to the current reply message and the current user question; the storage unit is used to store the question and answer pair in the knowledge base.

A device for establishing question and answer pairs includes: a processor; a memory for storing machine executable instructions; wherein, by reading and executing the machine executable instructions corresponding to the method for establishing question and answer pairs stored in the memory, the The processor is prompted to: monitor the paste operation of the human customer service; use the text corresponding to the paste operation as the current reply message of the current user question; determine the number of historical reply messages matching the current reply message in the current period, the The historical reply message is input by the manual customer service; if the number of historical reply messages meets a preset condition, a question-and-answer pair is generated based on the current reply message and the current user question; the question-and-answer pair is stored in the knowledge base .

An embodiment of this specification realizes that the pasting operation of the human customer service is monitored, and the text corresponding to the pasting operation is used as the current reply message, and then the reply message is matched with the historical reply message in the current period. When the number of matched historical reply messages meets the preset condition, a question-and-answer pair is generated according to the reply message and the corresponding user question, and the question-and-answer pair is stored in the knowledge base. In this embodiment, if it is monitored that the human customer service enters similar reply messages multiple times in a cycle, it means that the reply message is used more frequently. Subsequent questions and answers can be generated and saved based on the reply message and the corresponding user question. right.

Compared with the traditional manual entry of question and answer pairs, the method of this embodiment saves labor costs and is more efficient; compared with the establishment of question and answer pairs through machine learning algorithms, the method of this embodiment not only reduces the pressure on server performance, It also has better timeliness.

Description of the drawings

Fig. 1 is a schematic flowchart of a method for establishing question and answer pairs according to an exemplary embodiment of the present specification.

Fig. 2 is a schematic flowchart of another method for establishing question and answer pairs according to an exemplary embodiment of the present specification.

Fig. 3 is a schematic structural diagram of an apparatus for establishing question and answer pairs according to an exemplary embodiment of the present specification.

Fig. 4 is a block diagram of a device for establishing question and answer pairs according to an exemplary embodiment of the present specification.

detailed description

Here, exemplary embodiments will be described in detail, and examples thereof are shown in the accompanying drawings. When the following description refers to the drawings, unless otherwise indicated, the same numbers in different drawings indicate the same or similar elements. The implementation manners described in the following exemplary embodiments do not represent all implementation manners consistent with this specification. On the contrary, they are merely examples of devices and methods consistent with some aspects of this specification as detailed in the appended claims.

The terms used in this specification are only for the purpose of describing specific embodiments, and are not intended to limit the specification. The singular forms of "a", "said" and "the" used in this specification and appended claims are also intended to include plural forms, unless the context clearly indicates other meanings. It should also be understood that the term "and/or" as used herein refers to and includes any or all possible combinations of one or more associated listed items.

It should be understood that although the terms first, second, third, etc. may be used in this specification to describe various information, the information should not be limited to these terms. These terms are only used to distinguish the same type of information from each other. For example, without departing from the scope of this specification, the first information may also be referred to as second information, and similarly, the second information may also be referred to as first information. Depending on the context, the word "if" as used herein can be interpreted as "when" or "when" or "in response to a certainty".

The customer service system refers to a system for responding to user inquiries. In order to improve the response efficiency, it is mainly aimed at the response efficiency of repeated questions. A question and answer pair can be established, and the question and answer pair is usually a mapping relationship between the question and the answer. When the customer service system receives the user's question, it can query the question and answer pair, and if the corresponding answer is inquired, it can automatically reply to the user, or give a reference to the reply message. However, in the face of a large number of user questions and reply messages, how to screen them and establish effective question and answer pairs in a timely manner has become an urgent problem to be solved.

In related technologies, manual input can be used to establish question-and-answer pairs. For example, a human customer service can, based on experience, enter a user question with a higher frequency and a reply message corresponding to the user question into the knowledge base that stores the question and answer pairs.

However, although the manual input method is more accurate, the manual operation efficiency is low, and the question and answer pairs cannot be added in time.

In another related technology, intelligent algorithms can also be used for data mining to establish question-and-answer pairs. In this method, the customer service system usually needs to obtain a large number of user questions and corresponding reply messages, and then build a model based on these data to dig out effective question and answer pairs.

However, this method requires a large amount of data to be collected in advance, making the establishment of question and answer pairs lagging behind, and time-sensitive user questions cannot be added in time. In addition, the question-and-answer pairs established by this method have low accuracy, require a lot of calculations, and consume equipment performance.

In view of this, this manual proposes a method for establishing question-and-answer pairs. In this manual, you can monitor the reply message entered by the manual customer service for the user's question, and then match the reply message with the historical reply message in the current period. When the number of matching historical reply messages meets the preset condition, a question-and-answer pair is generated according to the reply message and the corresponding user question.

Compared with related technologies, the method of this manual has less manual participation and less pressure on the server. While establishing question and answer pairs efficiently, it can also have higher accuracy and timeliness.

The method of this manual is applied to a customer service system. The client of the customer service system can display user questions, reply messages or other prompt messages through the conversation window. The server of the customer service system stores a knowledge base and performs calculations and searches. deal with. The client and server can interact through the network.

Among them, the knowledge base is a database or data table used to store question and answer pairs. In the initial stage of the establishment of the customer service system, users can manually input question and answer pairs that are frequently used to the knowledge base. Then, question and answer pairs can be generated according to the method in this manual and stored in the knowledge base.

Optionally, the question-and-answer pair in the knowledge base can use the key words of the question as the user's question, and the complete sentence as the reply message. When receiving a user question and querying the matching question and answer pair, the server of the customer service system can use a preset algorithm to obtain one or more keywords in the user question, and then query the response corresponding to the keyword in the knowledge base information. For the specific method of extracting keywords, reference may be made to related technologies, which will not be repeated in this embodiment.

Optionally, the question and answer pair in the knowledge base can also save both the user's question and the reply message as a complete sentence. When receiving a user question and querying the matching question and answer pair, the server of the customer service system can use a preset algorithm to match the received user question with the user question in the knowledge base question and answer pair one by one. If the matching is successful, then get The reply message of the matched question and answer pair. There are many methods for matching two complete sentences, such as using zSearch for word segmentation matching, which will not be repeated in this embodiment.

In an optional embodiment, after the customer service system receives the user’s question, the server can query whether there is a question-and-answer pair in the knowledge base that matches the user’s question, such as extracting keywords in the user’s question and storing it in the knowledge base. Query the keyword in the database; or directly match the user question with the user question in the knowledge base question and answer pair.

If the query is successful, the reply message of the queried question and answer pair can be returned to the user. This process does not require manual customer service to participate, and it can also be called intelligent customer service.

If the query fails, assign a human customer service to the user's question, and listen to the reply message input by the manual customer service in the conversation window, and subsequently generate a question and answer pair based on the reply message of the manual customer service.

In another optional embodiment, when the customer service system receives a user question, on the one hand, it assigns a human customer service to the user question, and on the other hand, it can use the server to query whether there is a matching user question in the knowledge base. Q&A right.

If the query is successful, the server will return the reply message in the queried Q&A pair to the client, and the client will display the received reply message through floating windows or embedded interfaces, and then the human customer service can determine whether the reply message is suitable for use as The reply message of the user's question, and operations such as editing and sending can be performed on the reply message.

If the query fails, the server informs the client that the query result is a query failure, and the client can notify the manual customer service of the query failure through a pop-up window, and listen to the reply message entered by the manual customer service in the conversation window, and the follow-up can be based on the reply message of the manual customer service To generate question and answer pairs.

It can be seen that the more complete the content of the question and answer in the knowledge base, the more efficient the customer service system will be to respond to user questions.

The method for establishing question and answer pairs in this specification will be described below in conjunction with FIG. 1.

As shown in Fig. 1, the following steps are included: Step S102: monitor the paste operation of the human customer service; Step S104: use the text corresponding to the paste operation as the current reply message of the current user question.

In this step, the customer service system can assign manual customer service to the user's problem through the server, and create a new conversation window on the client of the designated manual customer service to display the user's problem, and then monitor the conversation window through the client to obtain the manual customer service In order to distinguish the input reply message, the reply message monitored by the client can be called the current reply message.

Among them, there are many ways to assign a manual customer service, such as randomly selecting a manual customer service that is in an idle state, or assigning a corresponding type of manual customer service to the user's problem according to the category to which the user belongs, etc., which can be assigned according to the actual situation. Here Not limited.

After receiving the user's question, the human customer service can manually enter the corresponding reply message in the input box of the conversation window. The client can monitor the input operation in the conversation window and use the input as the current reply message.

Alternatively, the human customer service can also copy the reply message from other materials and paste it into the input box. The client can monitor the paste operation in the conversation window, and use the text corresponding to the paste operation as the current reply message.

For example, suppose the user’s question is: "When will it be shipped", the human customer service can manually enter or paste the reply message "The warehouse is already packing, shipping today" for this question, and the client will say "The warehouse is already packing." , Ship today" as the current reply message.

It should be noted that compared with the input text, the pasted text is generally more fixed and used more frequently. Monitoring the pasting operation of the client can increase the threshold for generating question and answer pairs, reduce low-quality question and answer pairs, and reduce customer service personnel The workload of the review, and at the same time, when the customer service staff does not conduct the review and automatically puts the question and answer into the database, the quality of the question and answer pair can be guaranteed to a certain extent.

Step S106: Determine the number of historical reply messages matching the current reply message in the current period, and the historical reply messages are input by the manual customer service.

Among them, the historical reply message may be manually input by a human customer service, or it may be input by a manual customer service by pasting.

In this embodiment, the customer service system may store historical reply messages that the human customer service has replied on the server side, for example, maintain a list of historical reply messages.

As an optional embodiment, the historical reply message and the timestamp of the historical reply message may be recorded, and the timestamp may be the reply time of the historical reply message. Optionally, in order to prevent excessive data from reducing query efficiency, the historical reply messages can be cleaned up regularly.

Taking the time period of 1 month as an example, each historical reply message can be polled regularly, and the corresponding historical reply message can be judged whether the corresponding historical reply message has been longer than one month based on the timestamp. If it exceeds, the historical reply message can be deleted.

As another optional embodiment, historical reply messages can be recorded in the historical reply message list, and the aging time can be set for the historical reply messages. The aging time is the length of a cycle, such as 1 day, 1 week, or 1 month. For each historical reply message, start timing when the historical reply message is stored in the list, and delete the historical reply message when the aging time is exceeded. It is understandable that if the method of this embodiment is adopted, all historical reply messages in the list are in the "current period".

Optionally, the reply message saved in the history reply message list is a complete sentence.

For example, for a user problem, if the reply message entered by the manual customer service is "today can be shipped", the reply message is saved in the history reply message list.

Optionally, the historical reply message list may also store one or more keywords of the reply message. For example, in the above example, it can be determined that the keywords of the reply message are "today" and "delivery", and then these two keywords can be saved.

Optionally, the historical reply message list may also store the correspondence between reply messages and reply message keywords. For example, in the above example, the entries shown in Table 1 can be saved.

回复消息Reply message	回复消息关键词Reply message keywords	时间戳Timestamp
今天可以发货Can be shipped today	今天、发货delivery today	2020/1/1 00:002020/1/1 00:00

Table 1

Of course, the user question corresponding to the reply message can also be saved in the historical reply message list, which is determined according to actual needs and is not limited here.

As an optional embodiment, the number of historical reply messages matching the current reply message in the current period can be determined through the steps shown in FIG. 2.

Step S1062: Obtain one or more keywords in the current reply message.

Taking the current reply message in step S104 as an example, it can be determined that the keywords in "the warehouse is already packing and shipping today" are "today" and "shipping".

Step S1064: Judging whether the current reply message matches each historical reply message in the current period according to the keywords in the current reply message.

In this step, first search for historical reply messages in the current period. The method of searching corresponds to the method of recording historical reply messages. Taking the method of recording historical reply messages in the above two embodiments as an example, the following method can be used to find historical reply messages in the current period.

If the method of recording the timestamp of historical reply messages is adopted, for each historical reply message, it is judged whether it is in the current cycle according to the timestamp. For example, the time difference between the current time and the time stamp of the historical reply message can be calculated, and if the time difference is less than the duration of one period, it is determined that the historical reply message is in the current period.

If the method of setting the aging time for each historical reply message is adopted when recording historical reply messages, the recorded historical reply messages are all in the current period, and there is no need to judge again.

After determining the historical reply messages in the current period, the current reply messages can be compared with the historical reply messages one by one.

Optionally, the keywords of the historical reply message can be compared with the keywords of the current reply message. The ratio of the two keywords that are the same or similar is determined as the keyword matching rate. If the keyword matching rate exceeds a preset threshold, it can be considered that the current reply message matches the historical reply message. Among them, the method for judging whether keywords are similar may include whether the distance between the word vectors of the keywords meets a preset condition; or a word database of synonyms may be established in advance. The specific method is determined according to actual needs, and is not limited here.

Suppose that a historical reply message list is used to save historical reply messages, and the time stamp of each historical reply message is also recorded in the list, as shown in Table 2.

序号Serial number	回复消息Reply message	回复消息关键词Reply message keywords	时间戳Timestamp
11	今天可以发货Can be shipped today	今天、发货delivery today	2020/1/1 7:002020/1/1 7:00
22	商品无货，请您申请退货The product is out of stock, please apply for a return	无货Sold Out	2020/1/1 8:002020/1/1 8:00
33	发货地点是广州Delivery location is Guangzhou	广州、发货Guangzhou, delivery	2020/1/1 9:002020/1/1 9:00

Table 2

Suppose that the current reply message is "The warehouse is already packing and will be shipped today", and the current time is 10:00 on 1/1, 2020. Calculate the time difference between each historical reply message in Table 2 and the current moment, which are 3 hours, 2 hours, and 1 hour, respectively. Taking a period of 1 week as an example, it can be determined that each historical reply message in Table 2 is in the current period.

Compare the keywords of the current reply message (ie, "today", "delivery") with the keywords of each historical reply message in Table 2, and you can determine that the historical reply message with serial number 1 and the keywords of the current reply message The matching rate is 100%; the keyword matching rate of the historical reply message with serial number 2 and the current reply message is 0%; the keyword matching rate of the historical reply message with serial number 3 and the current reply message is 50%.

Assuming that the threshold of the keyword matching rate is 90%, it can be determined that the historical reply message with sequence number 1 matches the current reply message, and other historical reply messages do not match the current reply message.

In another embodiment, if only the complete sentence of the reply message is saved in the history message list, but the reply message keywords are not saved, it is also necessary to first extract the keywords of the historical reply message to be compared, and then the extracted The keywords are compared with the keywords of the current reply message.

Step S1066: Count the number of historical reply messages matching the current reply message.

In the above example, it can be determined that there is one historical reply message matching the current reply message.

Step S108: If the number of historical reply messages meets a preset condition, a question-and-answer pair is generated according to the current reply message and the current user question.

Among them, the preset conditions may include a quantity threshold and a judgment condition. For example, when the number of historical reply messages is greater than the number threshold, the preset condition is met; or, when the number of historical reply messages is not less than the number threshold, the preset condition is met.

If there are a large number of question and answer pairs in the knowledge base, the requirements for the establishment of question and answer pairs are generally higher, and a relatively high number threshold can be set, for example, when the number of historical reply messages matching the current reply message is not less than 10 Next, generate question and answer pairs.

Or, in the initial stage of the establishment of the knowledge base, the number of question and answer pairs in the knowledge base is relatively small. Generally, the requirement for the establishment of question and answer pairs is relatively low. A relatively low number threshold can be set, such as the number of historical reply messages that match the current reply message. If there is no less than 1 item, a question-and-answer pair is generated.

It is understandable that since a single answer is not generalizable, this embodiment does not generate all user questions and reply messages to generate question and answer pairs, but uses preset conditions to set the threshold for generating question and answer pairs, and achieve The question-and-answer pairs of this generation threshold generally have relatively good reproducibility and generalizability.

In this embodiment, the established question and answer pair may include the corresponding relationship between the keywords of the user’s question and the current reply message. The specific method is as follows: First, the keyword in the user’s question is determined according to the user’s question, and the specific method of determining the keyword can be referred to Related technologies are not limited here.

Still taking the example in step S104 as an example, if the user's question is "when will it be shipped", it can be determined that the keyword of the user's question is "delivery time".

Then, the corresponding relationship between the above keywords and the current reply message is saved as the generated question and answer pair.

In the above example, the generated question and answer pairs can be as shown in Table 3.

用户问题User problem	答复消息Reply message
发货时间Delivery time	仓库已经在打包，今天发货The warehouse is already packing and will ship today

table 3

Step S110: Store the question and answer pair in the knowledge base.

As an optional embodiment, the customer service system may directly store the established question and answer pairs in the knowledge base for subsequent use in replying to messages.

As another optional embodiment, the customer service system stores the question and answer pairs approved by the manual customer service in the knowledge base.

First, display the question and answer pair to the human customer service through the visual interface of the client, and provide review options. For example, the client displays the question and answer pair through a floating window, and provides options such as pass and reject; then, the client obtains the manual customer service According to the audit result of the question and answer pair, the audit result is sent to the server; then, the server judges the audit result received from the client, and if the audit result indicates that the question and answer pair passed the audit, then the question and answer pair Add to the knowledge base; if the review result indicates that the question and answer pair has not passed the review, the question and answer pair will be deleted.

Optionally, the customer service system can preset two knowledge bases, one is a personal knowledge base for each manual customer service, which can be used by the corresponding manual customer service personnel, and the other is a public knowledge base shared by the manual customer service All manual customer service use.

For the newly created Q&A pair, the customer service system can first display the Q&A pair to the human customer service who sent the current reply message in the Q&A pair, and the manual customer service will review the Q&A pair. If the review is passed, the Q&A pair will be stored To the personal knowledge base of the human customer service.

After the manual customer service is approved, the Q&A pair can be displayed to multiple manual customer service personnel in a specific review team, and the review results of the multiple manual customer service personnel can be integrated. If the review is passed, the Q&A pair will be stored in public knowledge In the library.

As another optional embodiment, the customer service system may store the question and answer pairs that have not been reviewed by the manual customer service in the knowledge base. The customer service system can preset a timeout period, such as 3 days. If the manual customer service does not review the question and answer pair within the timeout period, the customer service system automatically adds the question and answer pair to the knowledge base.

So far, the process shown in Figure 1 is completed. The steps in Figure 1 can be applied to the server side of the customer service system. For example, the server side can receive the reply message monitored by the client, then perform processing such as matching the reply message, and finally generate and save the question and answer pair. Alternatively, the steps in Figure 1 can also be applied to the client. For example, the client monitors the current reply message, and then determines the number of historical reply messages, and processes such as the generation and storage of question and answer pairs. Of course, each step in FIG. 1 can also be performed by the client and the server respectively, which will not be repeated here.

Through the method shown in Figure 1, a new question and answer pair can be generated. The method in this embodiment can efficiently screen out reply messages with a high frequency of use, and has less human involvement, saving labor costs. At the same time, the method in this embodiment has good timeliness and consumes energy on the server. Also less.

By storing the generated question and answer pairs in the knowledge base, this embodiment can greatly improve the efficiency of the customer service system in replying to messages. After receiving the user's question, the customer service system can extract the keywords in the user's question, and then search the knowledge base for question and answer pairs that match the keyword. If the query is successful, the reply message in the question and answer pair can be sent to the user to increase the automatic reply rate and reduce the manual participation rate; or the reply message in the question and answer pair can be displayed in the conversation window for reference by manual customer service. The customer service can directly refer to the question and answer pair to reply, instead of manually inputting or consulting data, etc., greatly improving the reply speed.

In addition, in order to prevent the excessive number of question and answer pairs in the knowledge base from affecting the query efficiency, this embodiment may also delete the question and answer pairs in the knowledge base.

Optionally, question and answer pairs that are used less frequently can be deleted from the knowledge base. For example, the customer service system can preset a timeout period, such as 30 days. For each question and answer pair in the knowledge base, if a user question that matches the question and answer pair is not received within the timeout period, it will be deleted from the knowledge base. Q&A right.

Corresponding to the foregoing embodiment of the method for establishing a question and answer pair, this specification also provides an embodiment of a device for establishing a question and answer pair.

The embodiment of the device for establishing question-and-answer pairs in this specification can be applied to the server. The device embodiments can be implemented by software, or can be implemented by hardware or a combination of software and hardware. Taking software implementation as an example, as a logical device, it is formed by reading the corresponding computer program instructions in the non-volatile memory into the memory through the processor of the server where it is located. From a hardware perspective, as shown in FIG. 3, an exemplary embodiment of this specification shows a structural schematic diagram of a device for establishing question and answer pairs, which is used to indicate a hardware of the server where the device for establishing question and answer pairs is located in this specification. In addition to the processor, memory, network interface, and non-volatile memory shown in FIG. 3, the server where the device is located in the embodiment usually includes other hardware according to the actual function of the server. Go into details.

Please refer to FIG. 4, the device 400 for establishing question and answer pairs can be applied to the server shown in FIG. The text corresponding to the pasting operation is used as the current reply message of the current user question; the counting unit 406 is used to determine the number of historical reply messages matching the current reply message in the current period, and the historical reply message is input by the manual customer service Judging unit 408, if the number of historical reply messages meets a preset condition, generate question and answer pairs according to the current reply message and the current user question; storage unit 410, used to store the question and answer pairs in In the knowledge base.

Optionally, the counting unit 406 is configured to: obtain one or more keywords in the current reply message; determine whether the current reply message matches each historical reply message in the current period according to the keywords; The number of historical reply messages matching the current reply message.

Optionally, the generating a question-and-answer pair according to the current reply message and the current user question includes: obtaining one or more keywords in the current user question; saving the keyword and the current reply message The corresponding relationship of is used as the generated question and answer pair.

Optionally, the storage unit 410: displays the question and answer pair to a human customer service through a visual interface; receives the review result sent by the manual customer service for the question and answer pair; and indicates that the question and answer pair has passed the review in the review result. In this case, the question and answer pair is stored in the knowledge base; if the review result sent by the manual customer service for the question and answer pair is not received within the first preset time, the question and answer pair is stored in the knowledge base.

Optionally, the device further includes: a first assigning unit 412, configured to: when a user question is received, query whether there is a question and answer pair matching the user question in the knowledge base; In the case of a matching question and answer pair, the reply message in the matching question and answer pair is returned as the reply message of the user question; in the case that there is no question and answer pair matching the user question, the user question is assigned Manual customer service.

Optionally, the device further includes: a second assigning unit 414, configured to: when a user problem is received, assign a manual customer service to the user problem, and query whether there is a problem in the knowledge base that is related to the user problem. Matched question and answer pair; in the case that there is a question and answer pair that matches the user's question, display the reply message of the matched question and answer pair to the human customer service.

Optionally, the device further includes: a deleting unit 416, configured to: for each question and answer pair in the knowledge base, in the case that a user question matching the question and answer pair is not received within a second preset time , Delete the question and answer pair from the knowledge base.

For the implementation process of the functions and roles of each unit in the above-mentioned device, refer to the implementation process of the corresponding steps in the above-mentioned method for details, which will not be repeated here.

As for the device embodiment, since it basically corresponds to the method embodiment, please refer to the part of the description of the method embodiment for related parts. The device embodiments described above are merely illustrative, where the units described as separate components may or may not be physically separated, and the components displayed as units may or may not be physical units, that is, they may be located in One place, or it can be distributed to multiple network units. Some or all of the modules can be selected according to actual needs to achieve the purpose of the solution in this specification. Those of ordinary skill in the art can understand and implement without creative work.

The systems, devices, modules, or units explained in the foregoing embodiments may be specifically implemented by computer chips or entities, or implemented by products with certain functions. A typical implementation device is a computer. The specific form of the computer can be a personal computer, a laptop computer, a cellular phone, a camera phone, a smart phone, a personal digital assistant, a media player, a navigation device, an email receiving and sending device, and a game control A console, a tablet computer, a wearable device, or a combination of any of these devices.

Corresponding to the foregoing embodiment of the method for establishing question and answer pairs, this specification also provides a device for establishing question and answer pairs. The device includes a processor and a memory for storing machine executable instructions. Among them, the processor and the memory are usually connected to each other via an internal bus. In other possible implementation manners, the device may also include an external interface to be able to communicate with other devices or components.

In this embodiment, by reading and executing the machine executable instructions stored in the memory and corresponding to the logic for establishing question and answer pairs, the processor is prompted to: monitor the paste operation of the human customer service; and correspond to the paste operation The text of is used as the current reply message of the current user question; the number of historical reply messages matching the current reply message in the current period is determined, and the historical reply message is input by the manual customer service; if the number of historical reply messages meets With a preset condition, a question-and-answer pair is generated according to the current reply message and the current user question; the question-and-answer pair is stored in the knowledge base.

Optionally, the determining the number of historical reply messages matching the current reply message in the current period includes: acquiring one or more keywords in the current reply message; judging the current reply message according to the keywords Whether the reply message matches each historical reply message in the current period; count the number of historical reply messages matching the current reply message.

Optionally, the storing the question and answer pair in the knowledge base includes: displaying the question and answer pair to a human customer service through a visual interface; receiving the review result sent by the manual customer service regarding the question and answer pair; if the review is The result indicates that the question and answer pair is approved, and the question and answer pair is stored in the knowledge base.

Optionally, the storing the question-and-answer pair in the knowledge base further includes: if the review result sent by the manual customer service for the question-and-answer pair is not received within the first preset time, storing the question-and-answer pair The pair is stored in the knowledge base.

Optionally, the following steps are also implemented: when a user question is received, query whether there is a question and answer pair that matches the user question in the knowledge base; if it exists, the reply message in the matched question and answer pair is sent Return as a reply message to the user question; if it does not exist, assign a human customer service to the user question.

Optionally, the following steps are also implemented: when a user question is received, assign a human customer service to the user question, and query whether there is a question-and-answer pair matching the user question in the knowledge base; The manual customer service displays the reply message in the matching question and answer pair.

Optionally, the following step is further implemented: for each question and answer pair in the knowledge base, if a user question that matches the question and answer pair is not received within a second preset time, delete the question and answer pair from the knowledge base Q&A right.

Corresponding to the foregoing embodiment of the method for establishing question and answer pairs, this specification also provides a computer-readable storage medium on which a computer program is stored, and when the program is executed by a processor, the following steps are implemented: Paste operation of manual customer service; use the text corresponding to the paste operation as the current reply message of the current user question; determine the number of historical reply messages matching the current reply message in the current period, and the historical reply message is determined by the manual Customer service input; if the number of historical reply messages meets a preset condition, a question-and-answer pair is generated according to the current reply message and the current user question; the question-and-answer pair is stored in the knowledge base.

Optionally, the following steps are further implemented: when a user question is received, query whether there is a question and answer pair that matches the user question in the knowledge base; if there is, the reply message in the matched question and answer pair is sent Return as a reply message to the user question; if it does not exist, assign a human customer service to the user question.

The foregoing describes specific embodiments of this specification. Other embodiments are within the scope of the appended claims. In some cases, the actions or steps described in the claims may be performed in a different order than in the embodiments and still achieve desired results. In addition, the processes depicted in the drawings do not necessarily require the specific order or sequential order shown in order to achieve the desired results. In some embodiments, multitasking and parallel processing are also possible or may be advantageous.

The above descriptions are only the preferred embodiments of this specification and are not intended to limit this specification. Any modification, equivalent replacement, improvement, etc. made within the spirit and principle of this specification shall be included in this specification. Within the scope of protection.

Claims

A method for establishing question and answer pairs, the method comprising:

Monitor the paste operation of the manual customer service;

Use the text corresponding to the paste operation as the current reply message to the current user question;

Determining the number of historical reply messages matching the current reply message in the current period, the historical reply message being input by the manual customer service;

If the number of historical reply messages meets a preset condition, generating a question-and-answer pair according to the current reply message and the current user question;

Store the question and answer pair in the knowledge base.
The method according to claim 1, wherein the determining the number of historical reply messages matching the current reply message in the current period comprises:

Obtain one or more keywords in the current reply message;

Judging whether the current reply message matches each historical reply message in the current period according to the keyword;

Count the number of historical reply messages matching the current reply message.
The method according to claim 1, wherein said generating a question-and-answer pair according to said current reply message and said current user question comprises:

Obtain one or more keywords in the current user question;

The corresponding relationship between the keyword and the current reply message is saved as the generated question and answer pair.
The method according to claim 1, said storing said question-and-answer pair in a knowledge base, comprising:

Display the question and answer pair to the human customer service through a visual interface;

Receiving the review result sent by the manual customer service for the question and answer pair;

If the review result indicates that the question and answer pair passes the review, the question and answer pair is stored in the knowledge base.
The method according to claim 4, said storing said question and answer pair in a knowledge base, further comprising:

If the review result sent by the manual customer service for the question and answer pair is not received within the first preset time, the question and answer pair is stored in the knowledge base.
The method according to claim 1, further comprising:

When a user question is received, query whether there is a question and answer pair matching the user question in the knowledge base;

If it exists, return the reply message in the matched question-and-answer pair as the reply message of the user question;

If it does not exist, assign a human customer service to the user problem.
The method according to claim 1, further comprising:

When receiving a user question, assign a human customer service to the user question, and query whether there is a question-and-answer pair matching the user question in the knowledge base;

If it exists, display the reply message of the matching question and answer pair to the human customer service.
The method according to claim 1, further comprising:

For each question-answer pair in the knowledge base, if a user question matching the question-answer pair is not received within the second preset time, the question-answer pair is deleted from the knowledge base.
A device for establishing question and answer pairs, the device comprising:

The monitoring unit is used to monitor the paste operation of the manual customer service;

An obtaining unit, configured to use the text corresponding to the paste operation as the current reply message to the current user question;

A counting unit, configured to determine the number of historical reply messages matching the current reply message in the current period, the historical reply messages being input by the manual customer service;

A judging unit, configured to generate a question-and-answer pair according to the current reply message and the current user question if the number of the historical reply messages meets a preset condition;

The storage unit is used to store the question and answer pair in the knowledge base.
The device according to claim 9, wherein the counting unit is used for:

Obtain one or more keywords in the current reply message;

Judging whether the current reply message matches each historical reply message in the current period according to the keyword;

Count the number of historical reply messages matching the current reply message.
The apparatus according to claim 9, wherein said generating a question-and-answer pair according to said current reply message and said current user question comprises:

Obtain one or more keywords in the current user question;

The corresponding relationship between the keyword and the current reply message is saved as the generated question and answer pair.
The device according to claim 9, wherein the storage unit:

Display the question and answer pair to the human customer service through a visual interface;

Receiving the review result sent by the manual customer service for the question and answer pair;

In the case where the review result indicates that the question and answer pair passes the review, the question and answer pair is stored in the knowledge base.
The device according to claim 12, the storage unit:

If the review result sent by the manual customer service for the question and answer pair is not received within the first preset time, the question and answer pair is stored in the knowledge base.
The device according to claim 9, further comprising:

The first assignment unit is used to query whether there is a question and answer pair matching the user question in the knowledge base when a user question is received; if there is a question and answer pair matching the user question, compare the corresponding question and answer pair The reply message in the matched question and answer pair is returned as the reply message of the user question; if there is no question and answer pair matching the user question, manual customer service is assigned to the user question.
The device according to claim 9, further comprising:

The second assignment unit is used to assign a human customer service to the user question when the user question is received, and to query whether there is a question and answer pair matching the user question in the knowledge base; when there is a question matching the user question In the case of a question-and-answer pair, the response message of the matching question-and-answer pair is displayed to the human customer service.
The device according to claim 9, further comprising:

The deleting unit is configured to delete the question and answer pair from the knowledge base when the user question matching the question and answer pair is not received within the second preset time for each question and answer pair in the knowledge base.
A device for establishing question and answer pairs, including:

processor;

Memory used to store machine executable instructions;

Wherein, by reading and executing the machine executable instructions stored in the memory and corresponding to the logic for establishing question and answer pairs, the processor is prompted to:

Monitor the paste operation of the manual customer service;

Use the text corresponding to the paste operation as the current reply message to the current user question;

Determining the number of historical reply messages matching the current reply message in the current period, the historical reply message being input by the manual customer service;

If the number of historical reply messages meets a preset condition, generating a question-and-answer pair according to the current reply message and the current user question;

Store the question and answer pair in the knowledge base.