CN106548358A - Conversation processing method and device - Google Patents
Conversation processing method and device Download PDFInfo
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- CN106548358A CN106548358A CN201611050306.3A CN201611050306A CN106548358A CN 106548358 A CN106548358 A CN 106548358A CN 201611050306 A CN201611050306 A CN 201611050306A CN 106548358 A CN106548358 A CN 106548358A
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Abstract
The application proposes a kind of conversation processing method and device, wherein, conversation processing method, including：According to the first speech message of the first user for receiving, the current problem to be solved of first user is determined；The vocal print feature of first user is determined according to the first speech message；Judge the first attribute information corresponding with the vocal print feature of first user that locally whether is stored with；If having, the first attribute information is reported to first user；Judge whether to have received the confirmation message of first user；If so, Service Order is generated according to current problem to be solved and the first attribute information then.Conversation processing method and device that the application is provided, realize according to user of incoming call and local information, user are serviced, improve service quality, improve efficiency of service and CSAT.
Description
Technical field
The application is related to electronic technology field, more particularly to a kind of conversation processing method and device.
Background technology
In order to meet user's request, improve service quality, enterprise would generally be linked up with user by customer service system,
So as to understand the demand of user, the scheme that searching is solved, and feedback information of receive user etc..And as user is needed to product
How the increase asked, and requirements at the higher level of the enterprise to product, improve the service quality and efficiency of service of customer service system, become one
Individual problem demanding prompt solution.
Existing intelligent customer service scheme, can be after user of incoming call be received, according to user and the voice of contact staff, profit
With speech recognition technology, text extraction techniques etc., voice is changed into into text, extracts effective information, to solve the problems, such as user.
However, such scheme, is only capable of realizing, in each user of incoming call, being taken according to the voice of user and contact staff
Business, in poor service, efficiency of service is not high.
The content of the invention
The application is intended at least to solve to a certain extent one of technical problem in correlation technique.
For this purpose, first purpose of the application is to propose a kind of conversation processing method, realize according to user of incoming call and
Local information, services to user, improves service quality, improves efficiency of service and CSAT.
Second purpose of the application is to propose a kind of Dialog processing device.
It is that, up to above-mentioned purpose, the application first aspect embodiment proposes a kind of conversation processing method, including：According to reception
First user the first speech message, determine the current problem to be solved of the first user；Disappeared according to first voice
Breath determines the vocal print feature of first user；Judge locally whether to be stored with corresponding with the vocal print feature of the first user first
Attribute information；If having, first attribute information is reported to the first user；Judge whether to have received the first user
Confirmation message；If so, then according to the current problem to be solved and first attribute information, generate Service Order.
The conversation processing method of the embodiment of the present application, receives the first speech message of first user first, determines the first use
The current problem to be solved in family, and the vocal print feature of first user, then judge locally whether be stored with and first user
Corresponding first attribute information of vocal print feature, if having, reports the first attribute information to first user, if receiving first user
Confirm message, then according to current problem to be solved and the first attribute information, generate Service Order.Hereby it is achieved that according to
Family is sent a telegram here and local information, and user is serviced, service quality is improved, efficiency of service and CSAT is improve.
In one embodiment of the application, the vocal print feature for judging locally whether to be stored with the first user
After corresponding first attribute information, also include：
If nothing, the instruction message for uploading the first attribute information is reported to the first user；
Receive the second speech message that the first user is returned；
According to second speech message, it is determined that and storing first attribute information.
In one embodiment of the application, after the confirmation message for judging whether to have received the first user,
Also include：
If it is not, then receiving the 3rd speech message that the first user is returned；
According to the 3rd speech message, first attribute information is updated, it is determined that and storing first use
Corresponding second attribute information in family.
In one embodiment of the application, attribute information includes the inhabitation address of user and the product information of purchase,
Methods described also includes：
Judge the attribute information for locally whether having with the inhabitation address identical second user of the first user；
If having, the product information of the product information bought according to the first user and second user purchase, really
The fixed first user and the Product Requirements Model of the affiliated family of second user；
According to Product Requirements Model, it is determined that treating to the first user or second user the product information for pushing.
In one embodiment of the application, the attribute information of the user also includes age, sex and the region of user,
Methods described also includes：
In the preset time period after production marketing on sale, obtain all the 3rd users' that have purchased the product on sale
Attribute information；
According to the attribute information of the 3rd user, the corresponding user's portrait of the product on sale is determined；
According to the corresponding user's portrait of the product on sale, the functional mode of the product on sale is updated.
In one embodiment of the application, the conversation processing method also includes：
According to the product information of first user purchase, the Product Requirements Model of the first user is determined；
According to the Product Requirements Model of the first user, it is determined that treating to the first user product information for pushing.
It is that, up to above-mentioned purpose, the application second aspect embodiment proposes a kind of Dialog processing device, including：First determines
Module, for the first speech message according to the first user for receiving, determines the current problem to be solved of the first user；The
Two determining modules, for the vocal print feature of first user is determined according to first speech message；First judge module, for sentencing
Disconnected the first attribute information corresponding with the vocal print feature of the first user that locally whether is stored with；First playing module, is used for
It is locally stored when having corresponding first attribute information with the vocal print feature of the first user, report to the first user described
First attribute information；Second judge module, for judging whether to have received the confirmation message of the first user；First processes mould
Block, for have received during the confirmation message of the first user, according to the current problem to be solved and first attribute
Information, generates Service Order.
The Dialog processing device of the embodiment of the present application, receives the first speech message of first user first, determines the first use
The current problem to be solved in family, and the vocal print feature of first user, then judge locally whether be stored with and first user
Corresponding first attribute information of vocal print feature, if having, reports the first attribute information to first user, if receiving first user
Confirm message, then according to current problem to be solved and the first attribute information, generate Service Order.Hereby it is achieved that according to
Family is sent a telegram here and local information, and user is serviced, service quality is improved, efficiency of service and CSAT is improve.
In one embodiment of the application, the Dialog processing device also includes：
Second playing module, for locally not storing the first attribute letter corresponding with the vocal print feature of the first user
During breath, the instruction message for uploading the first attribute information is reported to the first user；
First receiver module, for receiving the second speech message that the first user is returned；
Second processing module, for according to second speech message, it is determined that and storing first attribute information.
In one embodiment of the application, the Dialog processing device also includes：
Second receiver module, for not receiving during the confirmation message of the first user, receives the first user and returns
The 3rd speech message for returning；
3rd processing module, for according to the 3rd speech message, being updated to first attribute information, it is determined that
And store corresponding second attribute information of the first user.
In one embodiment of the application, attribute information includes the inhabitation address of user and the product information of purchase,
The Dialog processing device, also includes：
3rd judge module, for the inhabitation address identical second user for judging locally whether to have with the first user
Attribute information；
3rd determining module, for locally there is the attribute with the inhabitation address identical second user of the first user to believe
During breath, according to the product information and the product information of second user purchase of first user purchase, described first is determined
User and the Product Requirements Model of the affiliated family of second user；
4th determining module, for according to Product Requirements Model, it is determined that treating to the first user or second user to push
Product information.
In one embodiment of the application, the attribute information of the user also includes age, sex and the region of user,
The Dialog processing device, also includes：
Acquisition module, have purchased the product on sale for, in the preset time period after production marketing on sale, acquisition is all
The attribute information of the 3rd user of product；
5th determining module, for the attribute information according to the 3rd user, determines the corresponding use of the product on sale
Draw a portrait at family；
Update module, for according to the corresponding user's portrait of the product on sale, the functional mode to the product on sale
It is updated.
In one embodiment of the application, the Dialog processing device also includes：
6th determining module, for the product information bought according to the first user, determines the product of the first user
Product demand model；
7th determining module, for the Product Requirements Model according to the first user, it is determined that treating to the first user
The product information of push.
Description of the drawings
Of the invention above-mentioned and/or additional aspect and advantage will become from the following description of the accompanying drawings of embodiments
It is substantially and easy to understand, wherein：
Fig. 1 is the schematic flow sheet of the conversation processing method of the application one embodiment；
Fig. 2 is the schematic flow sheet of the meetingization processing method of the application another embodiment；
Fig. 3 is the schematic flow sheet of the meetingization processing method of the application another embodiment；
Fig. 4 is the structural representation of the Dialog processing device of the application one embodiment；
Fig. 5 is the structural representation of the Dialog processing device of the application another embodiment；
Fig. 6 is the structural representation of the Dialog processing device of the application another embodiment.
Specific embodiment
Embodiments herein is described below in detail, the example of the embodiment is shown in the drawings, wherein from start to finish
Same or similar label represents same or similar element or the element with same or like function.Below with reference to attached
The embodiment of figure description is exemplary, it is intended to for explaining the application, and it is not intended that restriction to the application.
Below with reference to the accompanying drawings the conversation processing method and device of the embodiment of the present application are described.
The embodiment of the present application is directed to existing intelligent customer service system, is only capable of realizing in user of incoming call, according to user and visitor
The voice for taking personnel is serviced, and proposes that one kind, according to user of incoming call and local information, is processed to session content, to improve
The conversation processing method of service quality and efficiency of service.
Fig. 1 is the schematic flow sheet of the conversation processing method of the application one embodiment.
As shown in figure 1, the conversation processing method includes：
Step 101, according to the first speech message of the first user for receiving, determines that first user is currently to be solved and asks
Topic.
Specifically, the conversation processing method that the present embodiment is provided, is performed by the Dialog processing device that the present embodiment is provided, its
In, Dialog processing device can be configured in any customer service system, with the process that conversates, improved service quality and serviced
Efficiency.
When implementing, after the first speech message for receiving first user, it is possible to use speech recognition technology and text
This extractive technique, becomes speech message into text, by the entity for extracting text, determines that first user is currently to be solved and asks
Topic.Detailed process, prior art are involved in, and here is omitted.
Step 102, determines the vocal print feature of first user according to the first speech message.
It is understood that the phonatory organ that everyone is used in speech is widely different in terms of size and form,
So the voiceprint map of any two people is all variant, i.e., the vocal print feature that each user has oneself exclusive.In the application reality
Apply in example, the vocal print feature of first user, using sound groove recognition technology in e, can be determined according to the first speech message.Specifically really
Determine the process of the vocal print feature of first user, prior art is involved in, and here is omitted.
Step 103, judges the first attribute information corresponding with the vocal print feature of first user that locally whether is stored with.
Step 104, if having, reports the first attribute information to first user.
Wherein, the first attribute information, can be to solve the problems, such as that first user is current to be solved, needing first user
The information of offer.Specifically, such as name, sex, address, telephone number, the product information of purchase, vocal print feature can be included
Etc. any information relevant with first user.
It is understood that the vocal print feature of first user and corresponding attribute information are deposited when first user is sent a telegram here
Storage, then, when the incoming call of same user is received again by, the vocal print feature of first user is determined according to the first speech message
Afterwards, you can by the vocal print feature, inquiry is local, the attribute information stored when sending a telegram here before obtaining first user, and then judges
Local the first attribute information corresponding with the vocal print feature that whether is stored with, if having, reports the first attribute letter to first user
Breath.
If further it will be understood that first user is to send a telegram here first, or not had according to the incoming call before first user
The information is stored, then may not locally there is no storage the first attribute information corresponding with the vocal print feature of first user, then,
After judging local the first attribute information corresponding with the vocal print feature of first user that whether is stored with, can also include：
If nothing, the instruction message for uploading the first attribute information is reported to first user；
Receive the second speech message that first user is returned；
According to the second speech message, it is determined that and storing the first attribute information.
As an example it is assumed that name of first attribute information for first user, if Dialog processing device is determining first
After the vocal print feature of user, the name for having determined first user locally stored then directly can report the first attribute to the user
Information.For example, Dialog processing device directly can report " Mr. Zhang San, you are good, may I ask what problem you have " to first user；
If locally not storing the name of first user, Dialog processing device can " you be good, may I ask you to first user report
It is", after first user returns the second speech message, the name of first user can be determined according to the second speech message,
And be stored in local.
Or, it is assumed that telephone number of first attribute information for first user, if Dialog processing device is determining first
After the vocal print feature of user, the telephone number for having determined first user locally stored, then during linking up with first user,
Can directly to first user report " Mr. Zhang San, you are good, and note has been issued to the mobile phone that your number is 12345678910
In "；If locally not storing the telephone number of first user, Dialog processing device can be reported to first user and " please be provided
Your telephone number ", after first user returns the second speech message, can determine the first use according to the second speech message
The telephone number at family, and be stored in local.
Or, in order to improve efficiency of service, when having sent a telegram here before first user, Dialog processing device can according to
The communication process of first user, predicts first user problem to be solved when sending a telegram here again, and then, sent a telegram here in first user again
When, it is determined that after the vocal print feature of first user, can directly to first user report " Mr. Zhang San, you are good, may I ask be you purchase
The air-conditioning bought needs to repair ", etc..
Step 105, judges whether to have received the confirmation message of first user.
Step 106, if so, then generates Service Order according to current problem to be solved and the first attribute information.
Specifically, however, it is determined that locally stored the first attribute information corresponding with the vocal print feature of first user, and to
After one user reports the information, if first user confirms that the information is correct, confirmation can be returned to Dialog processing device and be disappeared
Breath, then Dialog processing device can generate Service Order according to current problem to be solved and the first attribute information, and then will
Service Order is handed down to corresponding service personal and this business is processed.
In a kind of possible way of realization, the information of user may be changed.For example, user has changed new mobile phone
Number, or change address, then Dialog processing device is reported after the first attribute information to first user, and the user may return
The 3rd speech message is returned, is represented that the first attribute information is incorrect, and is provided correct information, then Dialog processing device is receiving the
After the 3rd speech message that one user returns, the first attribute information can be updated according to the 3rd speech message, it is determined that and
Corresponding second attribute information of storage first user, the i.e. new information of first user.
Or, Dialog processing device is reported after the first attribute information to first user, and the user may return the 3rd language
Sound message, represents that the first attribute information is incorrect, does not but provide correct information, then Dialog processing device is receiving the first use
After the 3rd speech message that family returns, first user can also be pointed out to provide new information, and after the information for receiving letter, according to
The information, is updated to the first attribute information, it is determined that and storing the corresponding new information of first user.
It is understood that after being serviced for first user, can locally store the sex just like first user, age
The information such as section, the product of purchase, shopping preferences, in the embodiment of the present application, the product information that can be bought according to first user,
Its product information that may be needed is pushed to first user, detailed process can be：
According to the product information of first user purchase, the Product Requirements Model of first user is determined；
According to the Product Requirements Model of first user, it is determined that treating to first user the product information for pushing.
As an example it is assumed that first user is young woman, and child's air-conditioning was bought, then can be bought according to the user
Product information and the user attribute information, determine that the user may be young mother, in family, have child, the user may
Child's class product is needed, then the information of the such as product such as child's washing machine, child's fan can be pushed to the user.
The conversation processing method of the embodiment of the present application, receives the first speech message of first user first, determines the first use
The current problem to be solved in family, and the vocal print feature of first user, then judge locally whether be stored with and first user
Corresponding first attribute information of vocal print feature, if having, reports the first attribute information to first user, if receiving first user
Confirm message, then according to current problem to be solved and the first attribute information, generate Service Order.Hereby it is achieved that according to
Family is sent a telegram here and local information, and user is serviced, service quality is improved, efficiency of service and CSAT is improve.
By above-mentioned analysis, can determine that first user is current after the first speech message for receiving first user
Problem to be solved, and the vocal print feature of first user, and according to vocal print feature, judge local whether there is and first user
Corresponding first attribute information of vocal print feature, and then serviced.In actual application, it is possible that different user
Vocal print feature correspondence identical the first attribute information situation, with reference to Fig. 2, above-mentioned situation is specifically described.
Fig. 2 is the schematic flow sheet of the meetingization processing method of the application another embodiment.
As shown in Fig. 2 the conversation processing method, can also include：
Step 201, judges the attribute information for locally whether having with the inhabitation address identical second user of first user.
Step 202, if having, the product information of the product information bought according to first user and second user purchase, really
Determine the Product Requirements Model of first user and the affiliated family of second user.
Step 203, according to Product Requirements Model, it is determined that treating to first user or second user the product information for pushing.
Wherein, the inhabitation address of user and the product information of purchase can be included in attribute information.
When implementing, behind the inhabitation address for obtaining first user, if the locally stored residence with first user
The attribute information of location identical second user, represents that first user and second user may belong to the same family, then Dialog processing
The product information that device can be each bought according to first user and second user, determines family belonging to first user and second user
The potential product demand in front yard, to push suitable product or service to first user or second user.
As an example it is assumed that first user bought child's air-conditioning products, second user bought washing machine product, and
One user is identical with the inhabitation address of second user, then first user and second user probably belong to the same family, and the family
There is child in front yard, then the child's air-conditioning products information and the washing machine product information of second user purchase according to first user purchase,
Can determine that the family may need the product of product and life kind of child's class, then push to first user or second user and produce
During product information, child's class product information and life kind product information can be pushed simultaneously.
The conversation processing method that the embodiment of the present application is provided, in the locally stored inhabitation address identical with first user
After the attribute information of second user, according to the product information and the product information of second user purchase of first user purchase, it is determined that
First user and the Product Requirements Model of the affiliated family of second user, treat to first user or second user the product for pushing to determine
Product information.Hereby it is achieved that the speech message by user, the potential demand of digging user, improve service quality, improve
User satisfaction.
By above-mentioned analysis, can according to the speech message of user and attribute information, the potential demand of digging user,
In a kind of possible way of realization, the function of product on sale can be entered with the speech message and attribute information according to user
Row is improved, and is specifically described with reference to Fig. 3.
Fig. 3 is the schematic flow sheet of the meetingization processing method of the application another embodiment.
As shown in figure 3, the conversation processing method, can also include：
Step 301, in the preset time period after production marketing on sale, obtains all the 3rd use that have purchased product on sale
The attribute information at family.
Wherein, the attribute information of user can include age, sex and the region of user.Preset time period, can basis
Need or the attribute of product on sale is configured.For example, if product on sale be air-conditioning, and be June sell, and 6,7,
August is that air-conditioning uses most time periods, then preset time period can be 3 months；If product on sale is electric heater, and is 9
Month sale, and 2 months November to next years be electric heater use most time periods, then preset time period can be half a year.
Step 302, according to the attribute information of the 3rd user, determines the corresponding user's portrait of product on sale.
Wherein, the corresponding user's portrait of product on sale, for characterizing the feature of the user using product on sale.
Step 303, according to the corresponding user's portrait of product on sale, is updated to the functional mode of product on sale.
It is understood that in preset time period after production marketing on sale, buy the user of product on sale at most, and
The problem that user is run into when using product is also most.Therefore, it can, in the preset time period after production marketing on sale, obtain
The attribute information of all the 3rd users that have purchased product on sale, and according to the attribute information of the 3rd user, it is determined that using on sale
The feature of the user of product and the demand of user, are updated with the functional mode to product on sale.
As an example it is assumed that product on sale is air-conditioning, and sold in June, preset time period is 3 months.If logical
The attribute information that statistics buys the 3rd user of air-conditioning in 3 months is crossed, obtains in 3 months, have purchased the 3rd use of the air-conditioning
The age at family is between 30-40 year, and the living habit of the 3rd user according to the age bracket, and the 3rd user wishes empty
Adjust more intelligent, such that it is able to be updated to the functional mode of air-conditioning so as to more intelligent；If in 3 months, have purchased
The age of the 3rd user of the air-conditioning is between 40-60 year, and the living habit of the 3rd user according to the age bracket, should
3rd user wishes air-conditioning more power saving, such that it is able to be updated to the functional mode of air-conditioning so as to more power saving；If 3
In month, the age of the 3rd user of the air-conditioning is have purchased between 60-70 year, and the life of the 3rd user according to the age bracket
Custom understands that the 3rd user wishes that the noise of air-conditioning is less, such that it is able to be updated to the functional mode of air-conditioning so as to make an uproar
Sound is less.
The conversation processing method that the embodiment of the present application is provided, in the preset time period after production marketing on sale, obtains institute
After having the attribute information of the 3rd user that have purchased product on sale, according to the attribute information of the 3rd user, product pair on sale is determined
The user's portrait answered, is updated with the functional mode to product on sale.Hereby it is achieved that the speech message by user, digs
The potential demand of pick user, improves product function, improves service quality, improve user satisfaction.
In order to realize above-described embodiment, the application also proposes a kind of Dialog processing device.
Fig. 4 is the structural representation of the Dialog processing device of the application one embodiment.
As shown in figure 4, the Dialog processing device 40, including：
First determining module 41, for the first speech message according to the first user for receiving, determines the first user
Current problem to be solved；
Second determining module 42, for the vocal print feature of first user is determined according to first speech message；
First judge module 43, for judging locally whether to be stored with corresponding with the vocal print feature of the first user the
One attribute information；
First playing module 44, has the first attribute letter corresponding with the vocal print feature of the first user for locally stored
During breath, first attribute information is reported to the first user；
Second judge module 45, for judging whether to have received the confirmation message of the first user；
First processing module 46, for have received during the confirmation message of the first user, according to described current to be solved
Problem and first attribute information, generate Service Order.
It should be noted that the Dialog processing device 40 that the present embodiment is provided, can be configured in any customer service system,
With the process that conversates, improve service quality and efficiency of service.
In a kind of possible way of realization, the Dialog processing device 40 also includes：
Second playing module, for locally not storing the first attribute letter corresponding with the vocal print feature of the first user
During breath, the instruction message for uploading the first attribute information is reported to the first user；
First receiver module, for receiving the second speech message that the first user is returned；
Second processing module, for according to second speech message, it is determined that and storing first attribute information.
In alternatively possible way of realization, the Dialog processing device 40 also includes：
Second receiver module, for not receiving during the confirmation message of the first user, receives the first user and returns
The 3rd speech message for returning；
3rd processing module, for according to the 3rd speech message, being updated to first attribute information, it is determined that
And store corresponding second attribute information of the first user.
In alternatively possible way of realization, the Dialog processing device 40 can also include：
6th determining module, for the product information bought according to the first user, determines the product of the first user
Product demand model；
7th determining module, for the Product Requirements Model according to the first user, it is determined that treating to the first user
The product information of push.
It should be noted that the explanation of the aforementioned conversation processing method embodiment to shown in Fig. 1 is also applied for the reality
The Dialog processing device of example is applied, here is omitted.
The Dialog processing device of the embodiment of the present application, receives the first speech message of first user first, determines the first use
The current problem to be solved in family, and the vocal print feature of first user, then judge locally whether be stored with and first user
Corresponding first attribute information of vocal print feature, if having, reports the first attribute information to first user, if receiving first user
Confirm message, then according to current problem to be solved and the first attribute information, generate Service Order.Hereby it is achieved that according to
Family is sent a telegram here and local information, and user is serviced, service quality is improved, efficiency of service and CSAT is improve.
Fig. 5 is the structural representation of the Dialog processing device of the application another embodiment.
As shown in figure 5, on the basis of Fig. 4, the Dialog processing device 40 also includes：
3rd judge module 51, for judging locally whether have the inhabitation address identical second with the first user to use
The attribute information at family；
3rd determining module 52, for locally there is the attribute with the inhabitation address identical second user of the first user
During information, according to the product information and the product information of second user purchase of first user purchase, described the is determined
One user and the Product Requirements Model of the affiliated family of second user；
4th determining module 53, for according to Product Requirements Model, it is determined that treating to the first user or second user to push away
The product information sent.
Wherein, attribute information includes inhabitation address and the product information of purchase of user.
It should be noted that the explanation of the aforementioned conversation processing method embodiment to shown in Fig. 2 is also applied for the reality
The Dialog processing device of example is applied, here is omitted.
The Dialog processing device that the embodiment of the present application is provided, in the locally stored inhabitation address identical with first user
After the attribute information of second user, according to the product information and the product information of second user purchase of first user purchase, it is determined that
First user and the Product Requirements Model of the affiliated family of second user, treat to first user or second user the product for pushing to determine
Product information.Hereby it is achieved that the speech message by user, the potential demand of digging user, improve service quality, improve
User satisfaction.
Fig. 6 is the structural representation of the Dialog processing device of the application another embodiment.
As shown in fig. 6, on the basis of Fig. 4, the Dialog processing device 40 also includes：
Acquisition module 61, in the preset time period after production marketing on sale, obtain it is all have purchased it is described on sale
The attribute information of the 3rd user of product；
5th determining module 62, for the attribute information according to the 3rd user, determines that the product on sale is corresponding
User draws a portrait；
Update module 63, for according to the corresponding user's portrait of the product on sale, the function mould to the product on sale
Type is updated.
Wherein, age of the attribute information of user also including user, sex and region.
It should be noted that the explanation of the aforementioned conversation processing method embodiment to shown in Fig. 3 is also applied for the reality
The Dialog processing device of example is applied, here is omitted.
The Dialog processing device that the embodiment of the present application is provided, in the preset time period after production marketing on sale, obtains institute
After having the attribute information of the 3rd user that have purchased product on sale, according to the attribute information of the 3rd user, product pair on sale is determined
The user's portrait answered, is updated with the functional mode to product on sale.Hereby it is achieved that the speech message by user, digs
The potential demand of pick user, improves product function, improves service quality, improve user satisfaction.
In the description of this specification, reference term " one embodiment ", " some embodiments ", " example ", " specifically show
Example ", or the description of " some examples " etc. mean that specific features with reference to the embodiment or example description, structure or feature are included
In at least one embodiment or example of the application.
In flow chart or here any process described otherwise above or method description are construed as, expression includes
It is one or more for realizing specific logical function or process the step of the module of code of executable instruction, fragment or portion
Point, and the scope of the preferred implementation of the application includes other realization, wherein the suitable of shown or discussion can not be pressed
Sequence, including according to involved function by it is basic simultaneously in the way of or in the opposite order, carry out perform function, this should be by the application
Embodiment person of ordinary skill in the field understood.
It should be appreciated that each several part of the application can be realized with hardware, software, firmware or combinations thereof.Above-mentioned
In embodiment, the software that multiple steps or method can be performed in memory and by suitable instruction execution system with storage
Or firmware is realizing.For example, if realized with hardware, and in another embodiment, can be with well known in the art
Any one of row technology or their combination are realizing：With for the logic gates of logic function is realized to data signal
Discrete logic, the special IC with suitable combinational logic gate circuit, programmable gate array (PGA), scene
Programmable gate array (FPGA) etc..
Storage medium mentioned above can be read only memory, disk or CD etc..Although having shown that above and retouching
Embodiments herein is stated, it is to be understood that above-described embodiment is exemplary, it is impossible to be interpreted as the limit to the application
System, one of ordinary skill in the art can be changed to above-described embodiment, change, replace and become within the scope of application
Type.
Claims (12)
1. a kind of conversation processing method, it is characterised in that include：
According to the first speech message of the first user for receiving, the current problem to be solved of the first user is determined；
The vocal print feature of first user is determined according to first speech message；
Judge the first attribute information corresponding with the vocal print feature of the first user that locally whether is stored with；
If having, first attribute information is reported to the first user；
Judge whether to have received the confirmation message of the first user；
If so, then according to the current problem to be solved and first attribute information, generate Service Order.
2. the method for claim 1, it is characterised in that whether the judgement is locally stored with and the first user
After corresponding first attribute information of vocal print feature, also include：
If nothing, the instruction message for uploading the first attribute information is reported to the first user；
Receive the second speech message that the first user is returned；
According to second speech message, it is determined that and storing first attribute information.
3. method as claimed in claim 1 or 2, it is characterised in that described to judge whether to have received the first user really
After recognizing message, also include：
If it is not, then receiving the 3rd speech message that the first user is returned；
According to the 3rd speech message, first attribute information is updated, it is determined that and storing the first user pair
The second attribute information answered.
4. method as claimed in claim 1 or 2, it is characterised in that attribute information includes the inhabitation address of user and purchase
Product information, methods described also includes：
Judge the attribute information for locally whether having with the inhabitation address identical second user of the first user；
If having, according to the product information and the product information of second user purchase of first user purchase, institute is determined
State the Product Requirements Model of first user and the affiliated family of second user；
According to Product Requirements Model, it is determined that treating to the first user or second user the product information for pushing.
5. method as claimed in claim 4, it is characterised in that age of the attribute information of the user also including user, property
Other and region, methods described also include：
In the preset time period after production marketing on sale, the attribute of all the 3rd users that have purchased the product on sale is obtained
Information；
According to the attribute information of the 3rd user, the corresponding user's portrait of the product on sale is determined；
According to the corresponding user's portrait of the product on sale, the functional mode of the product on sale is updated.
6. method as claimed in claim 4, it is characterised in that also include：
According to the product information of first user purchase, the Product Requirements Model of the first user is determined；
According to the Product Requirements Model of the first user, it is determined that treating to the first user product information for pushing.
7. a kind of Dialog processing device, it is characterised in that include：
First determining module, for the first speech message according to the first user for receiving, determines that the first user is currently treated
The problem of solution；
Second determining module, for the vocal print feature of first user is determined according to first speech message；
First judge module, for judging the first attribute corresponding with the vocal print feature of the first user that locally whether is stored with
Information；
First playing module, for it is locally stored have corresponding first attribute information with the vocal print feature of the first user when,
First attribute information is reported to the first user；
Second judge module, for judging whether to have received the confirmation message of the first user；
First processing module, for have received during the confirmation message of the first user, according to the current problem to be solved
And first attribute information, generate Service Order.
8. device as claimed in claim 7, it is characterised in that also include：
Second playing module, for locally not storing the first attribute information corresponding with the vocal print feature of the first user
When, the instruction message for uploading the first attribute information is reported to the first user；
First receiver module, for receiving the second speech message that the first user is returned；
Second processing module, for according to second speech message, it is determined that and storing first attribute information.
9. device as claimed in claim 7 or 8, it is characterised in that also include：
Second receiver module, for not receiving during the confirmation message of the first user, receives what the first user was returned
3rd speech message；
3rd processing module, for according to the 3rd speech message, being updated to first attribute information, it is determined that and depositing
Store up corresponding second attribute information of the first user.
10. device as claimed in claim 7 or 8, it is characterised in that attribute information includes the inhabitation address of user and purchase
Product information, the device also includes：
3rd judge module, for the category for judging locally whether to have with the inhabitation address identical second user of the first user
Property information；
3rd determining module, for locally there is the attribute information with the inhabitation address identical second user of the first user
When, according to the product information and the product information of second user purchase of first user purchase, determine that described first uses
Family and the Product Requirements Model of the affiliated family of second user；
4th determining module, for according to Product Requirements Model, it is determined that treating to the first user or second user the product for pushing
Product information.
11. devices as claimed in claim 10, it is characterised in that age of the attribute information of the user also including user,
Sex and region, the device, also include：
Acquisition module, in the preset time period after production marketing on sale, obtains and all have purchased the product on sale
The attribute information of the 3rd user；
5th determining module, for the attribute information according to the 3rd user, determines that the corresponding user of the product on sale draws
Picture；
Update module, for according to the corresponding user's portrait of the product on sale, carrying out to the functional mode of the product on sale
Update.
12. devices as claimed in claim 10, it is characterised in that also include：
6th determining module, for the product information bought according to the first user, determines that the product of the first user is needed
Modulus type；
7th determining module, for the Product Requirements Model according to the first user, it is determined that treating to the first user to push
Product information.
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201611050306.3A CN106548358A (en) | 2016-11-22 | 2016-11-22 | Conversation processing method and device |
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201611050306.3A CN106548358A (en) | 2016-11-22 | 2016-11-22 | Conversation processing method and device |
Publications (1)
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| CN106548358A true CN106548358A (en) | 2017-03-29 |
Family
ID=58395831
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| Application Number | Title | Priority Date | Filing Date |
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| CN201611050306.3A Pending CN106548358A (en) | 2016-11-22 | 2016-11-22 | Conversation processing method and device |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN107885836A (en) * | 2017-11-09 | 2018-04-06 | 广东小天才科技有限公司 | Application program recommendation method and device for intelligent terminal |
| CN110765242A (en) * | 2018-07-27 | 2020-02-07 | 优信拍（北京）信息科技有限公司 | Method, device and system for providing customer service information |
| CN113723113A (en) * | 2021-07-23 | 2021-11-30 | 上海原圈网络科技有限公司 | Conversation-based client identity recognition processing method and system |
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| CN101184054A (en) * | 2007-02-28 | 2008-05-21 | 腾讯科技（深圳）有限公司 | Method, system and server of implementing product or service reservation through network |
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| CN107885836A (en) * | 2017-11-09 | 2018-04-06 | 广东小天才科技有限公司 | Application program recommendation method and device for intelligent terminal |
| CN107885836B (en) * | 2017-11-09 | 2021-12-07 | 广东小天才科技有限公司 | Application program recommendation method and device for intelligent terminal |
| CN110765242A (en) * | 2018-07-27 | 2020-02-07 | 优信拍（北京）信息科技有限公司 | Method, device and system for providing customer service information |
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