CN110941631A - Information processing method and electronic equipment - Google Patents
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Abstract
The application discloses an information processing method and electronic equipment, wherein the method comprises the following steps: responding to user input information, and acquiring first information of a user, wherein the first information comprises address information of the user; searching for second information associated with the first information of the user; and analyzing the received user input information based on the second information to obtain a first analysis result. According to the information processing method, under the condition that the input information of the user is received, the first information including the address information of the user is obtained, the searched second information related to the first information of the user is utilized to assist in analyzing the received input information of the user, the comprehension capacity of the input information of the user can be improved, the user can be accurately served, and the improvement of user experience is facilitated.
Description
Technical Field
The present disclosure relates to the field of information processing technologies, and in particular, to an information processing method and an electronic device.
Background
The intelligent customer service system is developed on the basis of large-scale knowledge processing, is applied to the industry and is suitable for the technical industries of large-scale knowledge processing, natural language understanding, knowledge management, automatic question and answer systems, reasoning and the like, and the intelligent customer service system not only provides a fine-grained knowledge management technology for enterprises, but also establishes a quick and effective technical means based on natural language for communication between the enterprises and mass users; meanwhile, statistical analysis information required by fine management can be provided for enterprises. However, the existing intelligent customer service system has the problem of inaccurate identification of the user intention, and the user experience is seriously influenced.
Content of application
In view of the foregoing problems in the prior art, the present application provides an information processing method and an electronic device.
In order to solve the technical problem, the embodiment of the application adopts the following technical scheme:
an information processing method comprising:
responding to user input information, and acquiring first information of a user, wherein the first information comprises address information of the user;
searching for second information associated with the first information of the user;
and analyzing the received user input information based on the second information to obtain a first analysis result.
In some embodiments, the method further comprises:
and feeding back the first analysis result to a user.
In some embodiments, the first parsing result includes at least one parsing datum, and the feeding back the first parsing result to the user includes:
sending at least one operable option to a user, wherein the operable option comprises brief information of the parsed data;
and responding to the selection operation of the user on the operable option, and sending the detailed information of the analysis data to the user.
In some embodiments, the obtaining first information of the user in response to the user input information includes:
responding to user input information, and acquiring first information provided by a user; or
Responding to user input information input by a user through first electronic equipment, and acquiring first information of the user through second electronic equipment; or
And responding to the input information of the user, and acquiring first information of the user based on a preset condition.
In some embodiments, further comprising:
obtaining a keyword of the user input information, wherein the second information is also associated with the keyword.
In some embodiments, the parsing the received user input information based on the second information to obtain a first parsing result includes:
and analyzing the received user input information through an understanding model based on the user input information and the second information to obtain the first analysis result, wherein the understanding model is formed by training an established model architecture.
In some embodiments, further comprising:
processing the user input information and the second information into input data matched with an understanding model, and obtaining the first analysis result through the understanding model; wherein:
the understanding model is formed by training the established model architecture.
An electronic device, comprising:
the first acquisition module is used for responding to user input information and acquiring first information of a user, wherein the first information comprises address information of the user;
a search module for searching for second information associated with the first information of the user;
and the analysis module is used for analyzing the received user input information based on the second information to obtain a first analysis result.
In some embodiments, further comprising:
and the feedback module is used for feeding the first analysis result back to the user.
In some embodiments, the first parsing result includes at least one parsing datum, and the feedback module is specifically configured to:
sending at least one operable option to a user, wherein the operable option comprises brief information of the parsed data;
and responding to the selection operation of the user on the operable option, and sending the detailed information of the analysis data to the user.
The beneficial effects of the embodiment of the application are that:
according to the information processing method, under the condition that the input information of the user is received, the first information including the address information of the user is obtained, the searched second information related to the first information of the user is utilized to assist in analyzing the received input information of the user, the comprehension capacity of the input information of the user can be improved, the user can be accurately served, and the improvement of user experience is facilitated.
Drawings
Fig. 1 is a flowchart of a first embodiment of an information processing method according to an embodiment of the present application;
fig. 2 is a flowchart of a second embodiment of an information processing method according to an embodiment of the present application;
FIG. 3 is a flow chart of one implementation of step S400 in an information processing method of an embodiment of the present application;
fig. 4 is a block diagram of an electronic device according to an embodiment of the present application.
Description of reference numerals:
10-a first acquisition module; 20-a search module; 30-resolution module.
Detailed Description
Various aspects and features of the present application are described herein with reference to the drawings.
It will be understood that various modifications may be made to the embodiments of the present application. Accordingly, the foregoing description should not be construed as limiting, but merely as exemplifications of embodiments. Those skilled in the art will envision other modifications within the scope and spirit of the application.
The accompanying drawings, which are incorporated in and constitute a part of the specification, illustrate embodiments of the application and, together with a general description of the application given above and the detailed description of the embodiments given below, serve to explain the principles of the application.
These and other characteristics of the present application will become apparent from the following description of preferred forms of embodiment, given as non-limiting examples, with reference to the attached drawings.
It should also be understood that, although the present application has been described with reference to some specific examples, a person of skill in the art shall certainly be able to achieve many other equivalent forms of application, having the characteristics as set forth in the claims and hence all coming within the field of protection defined thereby.
The above and other aspects, features and advantages of the present application will become more apparent in view of the following detailed description when taken in conjunction with the accompanying drawings.
Specific embodiments of the present application are described hereinafter with reference to the accompanying drawings; however, it is to be understood that the disclosed embodiments are merely exemplary of the application, which can be embodied in various forms. Well-known and/or repeated functions and constructions are not described in detail to avoid obscuring the application of unnecessary or unnecessary detail. Therefore, specific structural and functional details disclosed herein are not to be interpreted as limiting, but merely as a basis for the claims and as a representative basis for teaching one skilled in the art to variously employ the present application in virtually any appropriately detailed structure.
The specification may use the phrases "in one embodiment," "in another embodiment," "in yet another embodiment," or "in other embodiments," which may each refer to one or more of the same or different embodiments in accordance with the application.
An embodiment of the present application provides an information processing method, including:
responding to user input information, and acquiring first information of a user, wherein the first information comprises address information of the user;
searching for second information associated with the first information of the user;
and analyzing the received user input information based on the second information to obtain a first analysis result.
According to the information processing method, under the condition that the input information of the user is received, the first information including the address information of the user is obtained, the searched second information related to the first information of the user is utilized to assist in analyzing the received input information of the user, the comprehension capacity of the input information of the user can be improved, the user can be accurately served, and the improvement of user experience is facilitated.
The following describes in detail a technical solution of an information processing method according to an embodiment of the present application with reference to the drawings.
Fig. 1 is a flowchart of an information processing method according to an embodiment of the present application, and referring to fig. 1, the information processing method according to the embodiment of the present application specifically includes the following steps:
s100, responding to user input information, and acquiring first information of a user, wherein the first information comprises address information of the user.
The user input information may be consultation information, request information, instruction information or retrieval information input by the user, and the user input information may be dialogue information input by the user, taking the intelligent customer service system as an example. Because the user input information has regionality and non-normativity, before the user or the corresponding user is fed back, the user intention of the user input information needs to be accurately understood, so that the requirements of the user, such as consultation content, request content, indication content or retrieval content, can be accurately understood, and the user can be relatively accurately served.
The first information includes address information of the user, where the address information may be address information related to information input by the user, or address information used for characterizing a current location of the user, or address information characterizing a contact address of the user, or address information characterizing a range of motion of the user within a recent preset time period. Of course, the first information is not limited to address information, but may include other information related to the user or the user's input information.
After the user input information is acquired, in response to the user input information, there are various ways to acquire the first information of the user, and several typical ways are described below:
in one case, the obtaining first information of the user in response to the user input information may include: and responding to the input information of the user, and acquiring first information provided by the user. The first information provided by the user may be first information included in user input information, for example, the user consults "why xxx electronic equipment is weak at the a zone 4G signal," and "the a zone" may be extracted from the user input information as the first information.
The first information provided by the user can also be the first information provided by the user for feeding back the information acquisition request sent to the user. And if responding to the information input by the user, sending an information acquisition request to the user, and feeding back the first information by the user based on the information acquisition request. For example, when the user consults "XXX electronic device 4G is weak," after acquiring the user input information, an information acquisition request may be sent to the user, such as "please input your address information ________," and the user may input and send the first information by selection or manually.
In another case, the obtaining the first information of the user in response to the user input information may include: and responding to the user input information input by the user through the first electronic equipment, and acquiring the first information of the user through the second electronic equipment.
The first electronic device is a device for inputting the user input information by the user, such as a notebook computer, a smart phone or a tablet computer used by the user. The second electronic device may be, for example, a gateway device, and when a first electronic device used by a user to input the first input information is in a local area network, in response to user input information input by the user through the first electronic device, an address information acquisition request may be sent to the gateway device of the local area network, address information of the gateway device may be acquired, and the address information may be used as the first information of the user. The second electronic device may also be, for example, a mobile communication base station, such as a cell station of a cell, and when the first electronic device is in a mobile network, the location information of the cell station may be acquired and used as the first information based on the identification information of the cell station. The second electronic device may also be a removable electronic device or other electronic device with positioning functionality.
In another case, the obtaining the first information of the user in response to the user input information includes: and responding to the input information of the user, and acquiring first information of the user based on a preset condition.
The preset condition may be a condition for acquiring first information of a user. For example, in response to the user input information, the first history information of the latest specific times is acquired from the user history information, and when the first history information of the latest specific times is consistent, the first history information is used as the first information of the user. For example, first information of the user acquired in a specific time range in the latest time range is acquired from the user history information in response to the user input information, and the first information acquired in the specific time range in the latest time range is taken as the first information of the user.
Of course, there are many ways to obtain the first information of the user as described above, which are not limited to the above-mentioned cases, for example, in response to the user inputting information, obtaining the user identifier, obtaining the user profile based on the user identifier, and obtaining the first information including the address information of the user from the user profile. For example, in response to user input information input by a user through a first electronic device, an information acquisition request is sent to the first electronic device, so that the first electronic device responds to the information acquisition request and starts a positioning device to acquire current geographical location information of the first electronic device, and the current geographical location information fed back by the first electronic device is acquired as the first information.
S200, searching second information related to the first information of the user.
The second information may be, for example, weather information, hotspot information, user intention distribution information, or other information associated with the first information of the user. The second information may be searched in various ways, for example, the searching for the second information related to the first information of the user may include: retrieving data identification information matched with the first information from a preset form of a database, retrieving related data from the database based on the data identification information, sorting the retrieved related data based on a preset parameter, and acquiring at least one piece of related data in the front of the sorting as second information. For example, when the user intention distribution information is retrieved from the database, at least one piece of data identification information may be matched from a preset form of the database based on the address information, several pieces of user intention distribution information may be retrieved from the database based on the data identification information, and then the retrieved user intention distribution information may be sorted based on time or heat, and several pieces of user intention distribution information sorted in the top may be obtained as the second information.
The searching for second information associated with the first information of the user may further include: sending a request for obtaining second information to a remote server, wherein the request for obtaining the second information can comprise the first information of the user; and receiving second information fed back by the remote server based on the first information. The remote server may be a cloud server or a server of a service provider. For example, when weather information needs to be acquired, a weather information acquisition request including address information, for example, beijing midrange, may be sent to a server of a weather bureau or a weather service station, and the server of the weather bureau retrieves the weather information of the beijing midrange area after receiving the weather information acquisition request and feeds back the weather information. And after receiving the weather information fed back by the server of the weather bureau, taking the weather information as second information.
In the specific implementation process, the second information associated with the first information may also be searched in other manners, for example, a search engine may also be used to retrieve hotspot information associated with the first information, and the above example does not limit the manner of searching the second information.
S300, analyzing the received user input information based on the second information to obtain a first analysis result.
The received user input information may be user input information responded when the first information of the user is obtained, or may include the responded user input information and information input by a subsequent user in real time. The first parsing result may be user intention information obtained based on parsing of the received user input information, may also be intention classification identification information for identifying a classification of the user intention information, or may also be response information determined based on the user intention information or the intention classification identification information.
In the specific implementation process, there are various ways to analyze the user input information and obtain the first analysis result. The first parsing result may be obtained, for example, by performing semantic recognition on the user input information and the second information, or may be obtained by parsing the received user input information, for example, by using a model. Taking semantic-based recognition as an example, word segmentation processing can be performed on the user input information and the second information to obtain a preprocessed search word. When the user input information is voice information or picture information, the method can further comprise the steps of obtaining text information through voice recognition or image recognition, and then performing word segmentation processing on the text information to obtain a preprocessed search word. And performing part-of-speech tagging and entity name identification processing on the obtained preprocessed search word, matching the preprocessed search word subjected to tagging and identification processing with a pre-stored semantic library, and determining user intention information. Then, the user intention information is input into the reply content database, and the reply content required by the user can be obtained.
According to the information processing method, under the condition that the input information of the user is received, the first information comprising the address information of the user is obtained, the searched second information associated with the first information of the user is utilized to assist in analyzing the received input information of the user, the comprehension capacity of the input information of the user can be improved, better service can be provided for the user, and the improvement of user experience is facilitated.
In some embodiments, the parsing the received user input information based on the second information to obtain a first parsing result includes:
and analyzing the received user input information through an understanding model based on the user input information and the second information to obtain an analysis result, wherein the understanding model is formed by training an established model architecture.
The understanding model may be a machine self-learning model, and specifically may be, for example, a deep neural network model or a convolutional neural network model. The understanding model is formed by training the established model architecture by utilizing a training data set. The training data set includes an input data set including user input information and second information and an output data set including first parsing results matching the user input information and the second information in the input data set. In the training process, user input information and second information are used as input data, and a preset first analysis result is used as output data to train the model architecture. And finally, verifying the trained model through a verification data set, and finishing the training process when the accuracy of the first analysis result output by the model meets the standard requirement. In the using process, the understanding model can be repeatedly trained along with the accumulation of data so as to improve the accuracy of the analysis result.
In the using process, the user input information and the second information searched based on the first information of the user are acquired in real time and are used as input data, the input data are input into the understanding model, the understanding model can output corresponding first analysis results, the first analysis results can be user intention information and intention classification identification information for identifying the classification of the user intention information, or when the understanding model has a database searching function, the understanding model can directly search reply information from a database based on the predicted user intention information or intention classification identification information, and at the moment, the first analysis results are reply information.
In a preferred embodiment, the output result of the understanding model is not limited to the user intention information or the intention classification identification information, but may also include a predicted probability value corresponding to the user intention information or the intention classification identification information, and in this case, the user intention information or the intention classification identification information with the predicted probability value satisfying a preset condition may be used as the first parsing result.
In some embodiments, the method may further comprise:
processing the user input information and the second information into input data matched with an understanding model, and obtaining the first analysis result through the understanding model; wherein:
the understanding model is formed by training the established model architecture.
As described above, the understanding model may be a machine self-learning model. Before the first analysis result is analyzed by using the user input information and the second information, word segmentation processing can be performed on the user input information and the second information according to word granularity to obtain segmented words. When the user input information is voice information or picture information, the method can further comprise the steps of obtaining text information through voice recognition or image recognition, and then performing word segmentation processing on the text information to obtain word segmentation. Optionally, the segmentation word obtained by segmenting the information input by the user and the segmentation word obtained by segmenting the second information can be spliced to obtain a spliced word, so that the purpose of feature integration is achieved. Then, the obtained segmented words or spliced words are respectively mapped into a corresponding vector by using a word vector model, so that input data matched with the understanding model is formed, and the obtained vector is input into the understanding model to obtain a first analysis result.
In the specific implementation process, the user input information and the second information may also be segmented according to the character granularity to obtain segmented characters, and then the segmented characters obtained by segmenting the user input information and the molecules obtained by segmenting the second position information may also be spliced to obtain spliced words. Then, the obtained spliced words are respectively mapped into a corresponding vector by using a word vector model, and the obtained vector is input into the understanding model to obtain a first analysis result.
In some embodiments, the method further comprises: obtaining a keyword of the user input information, wherein the second information is also associated with the keyword.
In practical application, the data volume of the second information such as the hotspot information, the news information, the weather information, the user intention distribution information and the like obtained only based on the position information search is large, and not all the information and the user input information have strong relevance. Therefore, keywords in the received user input information may be extracted, for example, when the mobile network of the XX region is weak, such as "mobile network" may be extracted as a keyword from the received user input information, the searched second information is filtered based on the keyword, and the user input information is assisted to be analyzed based on the filtered second information. In this way, the degree of association between the second information and the acquired user input information can be improved, the data volume of the second information can be reduced, the analysis speed of analyzing the user input information can be improved, and the reaction speed of the intelligent customer service system can be improved, so that the user experience is improved.
As shown in fig. 2, in some embodiments, the method may further include:
s400, feeding the first analysis result back to the user.
The first analysis result may be user intention information, intention classification identification information or reply information. Taking the intelligent customer service system as an example, when the first analysis result is the reply information, the reply information can be fed back to the user to reply the consultation request of the user. For example, when the user consults logistics information, the final reply information can be determined by combining local hot spot information, local weather information and the like, and the final large reply information is fed back to the user. If "the current real-time logistics information is XXXX, the specific dispatch time may be delayed to X month X day X year due to the influence of local weather or XX activities".
As shown in fig. 3, in a preferred embodiment, the first parsing result includes at least one parsing datum, and the feeding back the first parsing result to the user includes:
s401, sending at least one operable option to a user, wherein the operable option comprises brief information of the analysis data;
s402, responding to the selection operation of the user on the operable option, and sending the detailed information of the analysis data to the user.
The operable option is an option which can be selected by a user and feeds back a selection result after the selection. The brief information may include a title, keywords, and/or content description of the parsed data, etc. When the user input information is more definite in intention and easy to understand, a relatively accurate first analysis result can be obtained, but the first analysis result may be more complex or involve a plurality of specific contents, and at least one analysis data included in the first analysis result may be a component of the reply content. And sending at least one operable option in one-to-one correspondence with the analysis data to a user so that the user can select one of the analysis data based on the brief information description, and after the user selects the operable option, the user can acquire the selection information of the user, wherein the selection information comprises tag information of the analysis data, and the detailed information of the analysis data can be acquired based on the tag information and is sent to the user. Thus, it is possible to prevent the reply content from being excessively complicated, which is beneficial to improving the user experience. For example, when the user consults the return process, the specific return process may include multiple processes of picking, logistics tracking, checking and refunding, and at this time, multiple operational options may be sent to the user in the form of multiple anchor text links or in the form of a project list, and the user may select one project to obtain detailed information, such as an operation procedure for viewing picking.
When the user input information is fuzzy, the understanding model may output a plurality of pieces of user intention information, and the prediction probability values corresponding to the plurality of pieces of user intention information may all satisfy the preset condition, at this time, each piece of user intention information may be used as the analysis data, and all pieces of user intention information satisfying the preset condition may be used as the first analysis result. The method comprises the steps of feeding back a plurality of pieces of user intention information to a user in the form of operable options to request the user to select one or more pieces of user intention information from the user, determining user final intention information based on the selection result of the user, retrieving accurate reply content from a reply content database based on the user final intention information, and finally feeding back the accurate reply content to the user. Therefore, the method is beneficial to improving the accuracy of the reply content so as to improve the user experience. For example, when a user consults with product after-market services, the after-market services may include a variety of specific service items, such as home-on installation, scheduled maintenance, returns, changes, and the like. The after-sales service items can be sent to the user in a list form, and operable options corresponding to the after-sales service items are set in the list, so that the user can conveniently select the required service items.
Fig. 4 is a block diagram of an electronic device according to an embodiment of the present application, and referring to fig. 4, the electronic device according to the embodiment of the present application includes:
a first obtaining module 10, configured to obtain first information of a user in response to user input information, where the first information includes address information of the user;
a search module 20 for searching for second information associated with the first information of the user;
and the analysis module 30 is configured to analyze the received user input information based on the second information to obtain a first analysis result.
In some embodiments, further comprising:
and the feedback module is used for feeding the first analysis result back to the user.
In some embodiments, the first parsing result includes at least one parsing datum, and the feedback module is specifically configured to:
sending at least one operable option to a user, wherein the operable option comprises brief information of the parsed data;
and responding to the selection operation of the user on the operable option, and sending the detailed information of the analysis data to the user.
In some embodiments, the first obtaining module 10 is specifically configured to:
responding to user input information, and acquiring first information provided by a user; or
Responding to user input information input by a user through first electronic equipment, and acquiring first information of the user through second electronic equipment; or
And responding to the input information of the user, and acquiring first information of the user based on a preset condition.
In some embodiments, further comprising:
and the second acquisition module is used for acquiring keywords of the user input information, wherein the second information is also associated with the keywords.
In some embodiments, the parsing module 30 is specifically configured to:
and analyzing the received user input information through an understanding model based on the user input information and the second information to obtain the first analysis result, wherein the understanding model is formed by training an established model architecture.
In some embodiments, further comprising:
the processing module is used for processing the user input information and the second information into input data matched with an understanding model, and obtaining the first analysis result through the understanding model; wherein:
the understanding model is formed by training the established model architecture.
The above embodiments are only exemplary embodiments of the present application, and are not intended to limit the present application, and the protection scope of the present application is defined by the claims. Various modifications and equivalents may be made by those skilled in the art within the spirit and scope of the present application and such modifications and equivalents should also be considered to be within the scope of the present application.
Claims (10)
1. An information processing method comprising:
responding to user input information, and acquiring first information of a user, wherein the first information comprises address information of the user;
searching for second information associated with the first information of the user;
and analyzing the received user input information based on the second information to obtain a first analysis result.
2. The information processing method according to claim 1, wherein the method further comprises:
and feeding back the first analysis result to a user.
3. The information processing method according to claim 2, wherein the first parsing result includes at least one parsing data, and the feeding back the first parsing result to the user includes:
sending at least one operable option to a user, wherein the operable option comprises brief information of the parsed data;
and responding to the selection operation of the user on the operable option, and sending the detailed information of the analysis data to the user.
4. The information processing method of claim 1, wherein the obtaining first information of the user in response to the user input information comprises:
responding to user input information, and acquiring first information provided by a user; or
Responding to user input information input by a user through first electronic equipment, and acquiring first information of the user through second electronic equipment; or
And responding to the input information of the user, and acquiring first information of the user based on a preset condition.
5. The information processing method according to claim 1, further comprising:
obtaining a keyword of the user input information, wherein the second information is also associated with the keyword.
6. The information processing method of claim 1, wherein the parsing the received user input information based on the second information to obtain a first parsing result comprises:
and analyzing the received user input information through an understanding model based on the user input information and the second information to obtain the first analysis result, wherein the understanding model is formed by training an established model architecture.
7. The information processing method according to claim 1, further comprising:
processing the user input information and the second information into input data matched with an understanding model, and obtaining the first analysis result through the understanding model; wherein:
the understanding model is formed by training the established model architecture.
8. An electronic device, comprising:
the first acquisition module is used for responding to user input information and acquiring first information of a user, wherein the first information comprises address information of the user;
a search module for searching for second information associated with the first information of the user;
and the analysis module is used for analyzing the received user input information based on the second information to obtain a first analysis result.
9. The electronic device of claim 8, further comprising:
and the feedback module is used for feeding the first analysis result back to the user.
10. The electronic device of claim 9, wherein the first parsing result includes at least one parsing datum, and the feedback module is specifically configured to:
sending at least one operable option to a user, wherein the operable option comprises brief information of the parsed data;
and responding to the selection operation of the user on the operable option, and sending the detailed information of the analysis data to the user.
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