CN111858845B

CN111858845B - Configuration method and device of interactive response item, electronic equipment and storage medium

Info

Publication number: CN111858845B
Application number: CN201911404440.2A
Authority: CN
Inventors: 方奇敏
Original assignee: Beijing Didi Infinity Technology and Development Co Ltd
Current assignee: Beijing Didi Infinity Technology and Development Co Ltd
Priority date: 2019-12-30
Filing date: 2019-12-30
Publication date: 2024-05-17
Anticipated expiration: 2039-12-30
Also published as: CN111858845A

Abstract

The application provides a configuration method, a device, electronic equipment and a storage medium of an interactive response item, wherein the method comprises the steps of determining a response item initial node matched with user information from a pre-configured response item configuration flow tree based on the acquired user information when a service request of a user is received; and using the response item initial node as a query starting point, querying response item sub-nodes of the response item initial node matched with the user information in a query link to which the response item initial node belongs based on the user information and the query service item information on each node, and sending interactive response items corresponding to the response item sub-nodes to a user side of the user. In this way, the predicted interactive response item can be obtained by matching the user information of the user with the corresponding link on the response item configuration flow tree, so that the interaction of useless nodes in the interactive response process after the user calls in can be reduced, the request times of node interaction can be reduced, and the waste of interaction time can be reduced.

Description

Configuration method and device of interactive response item, electronic equipment and storage medium

Technical Field

The present application relates to the field of voice interactive response technologies, and in particular, to a method and apparatus for configuring an interactive response item, an electronic device, and a storage medium.

Background

The application of interactive voice response (INTERACTIVE VOICE RESPONSE, IVR) is becoming more and more widespread, and users can enter a service center by calling and then interact with the service center according to modes such as operation prompt, user selection and user input, so as to obtain corresponding services required by the users. The reasonable IVR flow can improve the call service quality, reduce the labor cost of customer service, and along with the increasing diversity of customer service scenes, the IVR flow needs to have the capabilities of emergency priority of problems, scene discrimination capability, intelligent guidance, capability of quick configuration of the flow and the like so as to adapt to the quick change of the IVR flow.

Most of the existing IVR flows interact with the user according to a preset response interaction flow when the user calls, and finally provide corresponding services for the user, but all nodes on each single flow path are required to interact with the user according to all nodes on the path, and all nodes on each single flow path can request, so that more useless node inquiry interactions exist, the number of requests is more, time and effort are consumed, the incoming time is long, and the telephone traffic resource waste is larger.

Disclosure of Invention

Accordingly, the present application is directed to a method, an apparatus, an electronic device, and a storage medium for configuring an interactive response item, which can obtain a predicted interactive response item by matching user information of a user with corresponding links on a response item configuration flow tree, so as to reduce interactions of useless nodes in an interactive response process after a user calls in, reduce request times of node interactions, and reduce waste of interaction time.

In a first aspect, the present application provides a method for configuring an interactive response item, where the method includes:

When a service request of a user is received, acquiring a user identifier of the user and user information matched with the user identifier;

Based on the user information, determining an answer item initial node matched with the user information from a preconfigured answer item configuration flow tree;

Using the response item initial node as a query starting point, and querying a response item sub-node of the response item initial node matched with the user information in a query link to which the response item initial node belongs based on the user information and query service item information on each node;

and determining an interactive response item corresponding to the response item child node, and sending the interactive response item to a user side of the user.

Preferably, the querying, using the answer item initial node as a query starting point, based on the user information and query service item information on each node, the answer item child node of the answer item initial node matched with the user information in the query link to which the answer item initial node belongs includes:

Determining a query link trend taking the response item initial node as a query starting point from a query link to which the response item initial node belongs based on the user information and query service item information corresponding to the response item initial node, and determining a child node corresponding to the response item initial node when the query link is moved downwards;

the child node is used as the query starting point, and the child node corresponding to the query starting point is queried from the query link;

And determining the queried child node as the response item child node matched with the response item initial node until the queried child node meets a preset condition.

Preferably, the queried child node is determined to meet a preset condition by:

if the queried child node is detected to be a termination node, determining that the queried child node meets the preset condition, wherein the termination node is a child node without a next layer of nodes.

Preferably, the queried child node is determined to meet a preset condition by:

if the queried child node is not the termination node, detecting whether query service item information corresponding to the queried child node is interactive response selection information;

and if the query service item information corresponding to the queried child node is detected to be the interactive response selection information, determining that the queried child node meets the preset condition.

Preferably, the determining the interactive response item corresponding to the response item child node and sending the interactive response item to the user side of the user includes:

determining a plurality of interactive response items selected by the user according to the interactive response selection information;

and sending the interactive response items selected by the user to the user side of the user.

Preferably, the interactive response item includes a voice response, a text response, or a manual response.

Preferably, the answer item configuration flow tree is configured by:

sample user identifiers of a plurality of sample users, sample user information matched with each sample user identifier, and each interaction sample response item selected by each sample user in the interaction process are obtained;

Determining an information mapping relation and a parent-child node mapping relation between every two interactive sample response items based on each sample user and the sample user information;

and adding each interactive sample response item into a constructed flow tree model based on a parent-child node mapping relation among the interactive sample response items, and determining query service item information of the interactive sample response item corresponding to each node in the flow tree model based on an information mapping relation among every two interactive sample response items to obtain the response item configuration flow tree.

Preferably, before determining the answer item initial node matched with the user information from a preconfigured answer item configuration flow tree, the configuration method further comprises:

acquiring a plurality of service item information to be added and inquired;

And configuring each to-be-added query service item information on a newly added node of the answer item configuration flow tree based on the query service item information of the interactive sample answer item corresponding to each node in the answer item configuration flow tree and the information mapping relation between every two interactive sample answer items.

acquiring a plurality of service item information to be subtracted from the query;

And deleting each to-be-deleted node in the response item configuration flow tree corresponding to each to-be-subtracted query service item information based on the query service item information of the interaction sample response item corresponding to each node in the response item configuration flow tree.

Acquiring a plurality of service item information to be changed and inquired;

and based on the query service item information of the interactive sample response item corresponding to each node in the response item configuration flow tree and the information mapping relation between every two interactive sample response items, sequentially exchanging the two nodes to be changed in the response item configuration flow tree corresponding to the two service item information to be changed.

In a second aspect, the present application further provides a configuration device for an interactive response item, where the configuration device includes:

the user information acquisition module is used for acquiring a user identifier of a user and user information matched with the user identifier when a service request of the user is received;

the initial node determining module is used for determining an answer item initial node matched with the user information from a preconfigured answer item configuration flow tree based on the user information;

The sub-node query module is used for querying the response item sub-node of the response item initial node matched with the user information in the query link to which the response item initial node belongs based on the user information and the query service item information on each node by taking the response item initial node as a query starting point;

And the interactive response item sending module is used for determining the interactive response item corresponding to the response item child node and sending the interactive response item to the user side of the user.

Preferably, when the sub-node query module is configured to query, with the answer item initial node as a query starting point, an answer item sub-node of the answer item initial node that matches the user information in a query link to which the answer item initial node belongs based on the user information and query service item information on each node, the sub-node query module is specifically configured to:

Preferably, the configuration device further includes a first child node confirmation module, where the first child node confirmation module is configured to:

Preferably, the configuration device further includes a second child node confirmation module, where the second child node confirmation module is configured to:

If the queried child node is not the termination node, detecting whether query service item information corresponding to the queried child node is interactive response selection information; and if the query service item information corresponding to the queried child node is detected to be the interactive response selection information, determining that the queried child node meets the preset condition.

Preferably, when the interactive response item sending module is configured to determine an interactive response item corresponding to the response item child node and send the interactive response item to a user side of the user, the interactive response item sending module is specifically configured to:

Determining a plurality of interactive response items selected by the user according to the interactive response selection information; and sending the interactive response items selected by the user to the user side of the user.

Preferably, the configuration device further includes a flow tree configuration module, where the flow tree configuration module is configured to configure the answer item to configure a flow tree by:

Preferably, the configuration device further includes a flow tree node adding module, where the flow tree node adding module is configured to configure the answer item to configure a flow tree by:

acquiring a plurality of service item information to be added and inquired;

Preferably, the configuration device further includes a flow tree node deleting module, where the flow tree node deleting module is configured to configure the answer item to configure a flow tree by:

Preferably, the configuration device further includes a flow tree node replacement module, where the flow tree node replacement module is configured to configure the answer item to configure a flow tree by:

Acquiring a plurality of service item information to be changed and inquired;

In a third aspect, the present application provides an electronic device, comprising: a processor, a storage medium, and a bus, the storage medium storing machine-readable instructions executable by the processor, the processor and the storage medium communicating over the bus when the electronic device is running, the processor executing the machine-readable instructions to perform the steps of the method of configuring an interactive response item as described above when executed.

In a fourth aspect, the present application provides a computer-readable storage medium having stored thereon a computer program which, when executed by a processor, performs the steps of a method of configuring an interactive response item as described above.

According to the configuration method, the device, the electronic equipment and the storage medium of the interactive response item, when a service request of a user is received, user identification of the user and user information matched with the user identification can be obtained, then a response item initial node matched with the user information is determined from a pre-configured response item configuration flow tree based on the user information, then the response item initial node is used as a query starting point, response item sub-nodes of the response item initial node matched with the user information in a query link to which the response item initial node belongs are queried based on the user information and query service item information on each node, and further interactive response items corresponding to the response item sub-nodes are determined, and the interactive response items are sent to a user side of the user.

Compared with the prior art, the method and the device have the advantages that the answer item initial node matched with the user information is determined from the pre-configured answer item configuration flow tree, the answer item initial node is queried, then the answer item sub-node of the answer item initial node matched with the user information in the query link to which the answer item initial node belongs is queried based on the user information and the query service item information on each node, and the interactive answer item corresponding to the answer item sub-node is sent to the user side. In this way, the predicted interactive response item can be obtained by matching the user information of the user with the corresponding link on the response item configuration flow tree, the interaction of useless interaction nodes in the interactive response process after the user calls in can be reduced, the request times of node interaction are reduced, and the waste of interaction time is reduced.

In order to make the above objects, features and advantages of the present application more comprehensible, preferred embodiments accompanied with figures are described in detail below.

Drawings

In order to more clearly illustrate the technical solutions of the embodiments of the present application, the drawings that are needed in the embodiments will be briefly described below, it being understood that the following drawings only illustrate some embodiments of the present application and therefore should not be considered as limiting the scope, and other related drawings may be obtained according to these drawings without inventive effort for a person skilled in the art.

FIG. 1 is a schematic diagram of an architecture of an interactive response item configuration system according to an embodiment of the present application;

FIG. 2 is a flowchart of a method for configuring an interactive response item according to an embodiment of the present application;

FIG. 3 illustrates a flow chart of a configuration answer item configuration flow tree in the configuration method of interactive answer items illustrated in FIG. 2;

FIG. 4 illustrates a flow chart of a sub-node query in the configuration method of the interactive response item illustrated in FIG. 2;

FIG. 5 is a diagram showing one of the configuration means of an interactive response item according to the embodiment of the present application;

FIG. 6 is a diagram showing a second configuration of an interactive response item configuration device according to an embodiment of the present application;

FIG. 7 is a third diagram illustrating a configuration apparatus for interactive response items according to an embodiment of the present application;

Fig. 8 shows a schematic structural diagram of an electronic device according to an embodiment of the present application.

Detailed Description

For the purpose of making the objects, technical solutions and advantages of the embodiments of the present application more apparent, the technical solutions of the embodiments of the present application will be clearly and completely described with reference to the accompanying drawings in the embodiments of the present application, and it should be understood that the drawings in the present application are for the purpose of illustration and description only and are not intended to limit the scope of the present application. In addition, it should be understood that the schematic drawings are not drawn to scale. A flowchart, as used in this disclosure, illustrates operations implemented according to some embodiments of the present application. It should be understood that the operations of the flow diagrams may be implemented out of order and that steps without logical context may be performed in reverse order or concurrently. Moreover, one or more other operations may be added to or removed from the flow diagrams by those skilled in the art under the direction of the present disclosure.

In addition, the described embodiments are only some, but not all, embodiments of the application. The components of the embodiments of the present application generally described and illustrated in the figures herein may be arranged and designed in a wide variety of different configurations. Thus, the following detailed description of the embodiments of the application, as presented in the figures, is not intended to limit the scope of the application, as claimed, but is merely representative of selected embodiments of the application. All other embodiments, which can be made by a person skilled in the art without making any inventive effort, are intended to be within the scope of the present application.

In order to enable a person skilled in the art to use the present disclosure, the following embodiments are presented in connection with a specific application scenario "voice interaction response scenario of a customer service system". It will be apparent to those having ordinary skill in the art that the general principles defined herein may be applied to other embodiments and applications without departing from the spirit and scope of the application. Although the application is mainly described in the context of a voice interactive response scenario for a customer service system, it should be understood that this is only one exemplary embodiment.

It should be noted that the term "comprising" will be used in embodiments of the application to indicate the presence of the features stated hereafter, but not to exclude the addition of other features.

The terms "representative master", "owner", "requestor", "serviceman", "service requestor" and "user" are used interchangeably herein to refer to an individual who may request or subscribe to a service. The terms "representative" and "owner", "provider" and "service provider" are used interchangeably herein to refer to the individual who may provide the service. The term "user" in the present application may refer to an individual requesting a service, subscribing to a service, providing a service, or facilitating the provision of a service. For example, the user may be a car owner, a pilot, etc., or any combination thereof.

One aspect of the application relates to a configuration system for interactive response items. The system can determine response item initial nodes matched with the user information from a pre-configured response item configuration flow tree based on the acquired user information when receiving the service request of the user; and using the response item initial node as a query starting point, querying response item sub-nodes of the response item initial node matched with the user information in a query link to which the response item initial node belongs based on the user information and the query service item information on each node, and sending interactive response items corresponding to the response item sub-nodes to a user side of the user, so that voice interactive response is realized.

It is noted that, before the present application proposes the application, most of the existing IVR flows interact with the user according to the preset response interaction flow when the user calls, and finally provide the corresponding service for the user, but all nodes on each single flow path need to interact with the user according to all nodes on the path, all nodes on each single flow path can request, and there are many useless node query interactions, the number of requests is more, time and effort are consumed, resulting in long incoming time and large traffic resource waste. However, the configuration system of the interactive response item provided by the application can query the response item sub-node of the response item initial node matched with the user information in the query link to which the response item initial node belongs based on the user information and the query service item information on each node, and send the interactive response item corresponding to the response item sub-node to the user side of the user. In this way, the predicted interactive response item can be obtained by matching the user information of the user with the corresponding link on the response item configuration flow tree, the interaction of useless interaction nodes in the interactive response process after the user calls in can be reduced, the request times of node interaction are reduced, and the waste of interaction time is reduced.

Fig. 1 is a schematic diagram of an architecture of a configuration system of an interactive response item according to an embodiment of the present application. For example, the configuration system may be an online transportation service platform, a treasury-taking service platform, or a drive-up service platform, etc., for transportation services such as taxis, drive-up services, carport services, bus services, driver leases, or airliner services, or any combination thereof. The configuration system may include one or more of a server 110, a network 120, a service requester terminal 130, a service provider terminal 140, and a database 150, and a processor executing instruction operations may be included in the server 110. Wherein the service provider terminal 140 may be a background service center of a service platform that provides various queries to the service requester terminal 130.

In some embodiments, the server 110 may be a single server or a group of servers. The server farm may be centralized or distributed (e.g., server 110 may be a distributed system). In some embodiments, the server 110 may be local or remote to the terminal. For example, the server 110 may access information and/or data stored in the service requester terminal 130, the service provider terminal 140, or the database 150, or any combination thereof, via the network 120. As another example, the server 110 may be directly connected to at least one of the service requester terminal 130, the service provider terminal 140, and the database 150 to access stored information and/or data. In some embodiments, server 110 may be implemented on a cloud platform.

In some embodiments, server 110 may include a processor. The processor may process information and/or data related to the service request to perform one or more of the functions described in the present application. For example, the processor may determine the target vehicle based on a service request obtained from the service requester terminal 130. In some embodiments, a processor may include one or more processing cores (e.g., a single core processor (S) or a multi-core processor (S)). By way of example only, the Processor may include a central processing unit (Central Processing Unit, CPU), application Specific Integrated Circuit (ASIC), special instruction set Processor (Application Specific Instruction-set Processor, ASIP), graphics processing unit (Graphics Processing Unit, GPU), physical processing unit (Physics Processing Unit, PPU), digital signal Processor (DIGITAL SIGNAL Processor, DSP), field programmable gate array (Field Programmable GATE ARRAY, FPGA), programmable logic device (Programmable Logic Device, PLD), controller, microcontroller unit, reduced instruction set computer (Reduced Instruction Set Computing, RISC), microprocessor, or the like, or any combination thereof.

Network 120 may be used for the exchange of information and/or data. In some embodiments, one or more components in the configuration system of the interactive response item (e.g., server 110, service requester terminal 130, service provider terminal 140, and database 150) may send information and/or data to other components. For example, the server 110 may obtain a service request from the service requester terminal 130 via the network 120. In some embodiments, network 120 may be any type of wired or wireless network, or a combination thereof. By way of example only, the network 120 may include a wired network, a wireless network, a fiber optic network, a telecommunications network, an intranet, the internet, a local area network (Local Area Network, LAN), a wide area network (Wide Area Network, WAN), a wireless local area network (Wireless Local Area Networks, WLAN), a metropolitan area network (Metropolitan Area Network, MAN), a wide area network (Wide Area Network, WAN), a public switched telephone network (Public Switched Telephone Network, PSTN), a bluetooth network, a ZigBee network, a near field Communication (NEAR FIELD Communication, NFC) network, or the like, or any combination thereof. In some embodiments, network 120 may include one or more network access points. For example, network 120 may include wired or wireless network access points, such as base stations and/or network switching nodes, through which one or more components of the configuration system of interactive response items may connect to network 120 to exchange data and/or information.

In some embodiments, the service requester terminal 130 may include a mobile device, a tablet computer, a laptop computer, or a built-in device in a motor vehicle, or the like, or any combination thereof. In some embodiments, the mobile device may include a smart home device, a wearable device, a smart mobile device, a virtual reality device, or an augmented reality device, or the like, or any combination thereof.

In some embodiments, the service provider terminal 140 may be a similar or identical device to the service requester terminal 130. In some embodiments, the service provider terminal 140 may be a device with positioning technology for locating the location of the service provider and/or service provider terminal. In some embodiments, the service requester terminal 130 and/or the service provider terminal 140 may communicate with other positioning devices to determine the location of the service requester, the service requester terminal 130, the service provider, or the service provider terminal 140, or any combination thereof. In some embodiments, the service requester terminal 130 and/or the service provider terminal 140 may send the positioning information to the server 110.

Database 150 may store data and/or instructions. In some embodiments, database 150 may store data obtained from service requester terminal 130 and/or service provider terminal 140. In some embodiments, database 150 may store data and/or instructions for the exemplary methods described in the present disclosure. In some embodiments, database 150 may include mass storage, removable storage, volatile Read-write Memory, or Read-Only Memory (ROM), or the like, or any combination thereof.

In some embodiments, database 150 may be connected to network 120 to communicate with one or more components in an interactive response configuration system (e.g., server 110, service requester terminal 130, service provider terminal 140, etc.). One or more components in the interactive response configuration system may access data or instructions stored in database 150 via network 120. In some embodiments, database 150 may be directly connected to one or more components in the interactive response configuration system (e.g., server 110, service requester terminal 130, service provider terminal 140, etc.); or in some embodiments database 150 may be part of server 110.

In some embodiments, one or more components in the interactive response configuration system (e.g., server 110, service requester terminal 130, service provider terminal 140, etc.) may have access to database 150. In some embodiments, one or more components in the interactive response configuration system may read and/or modify information related to the service requester, the service provider, or the public, or any combination thereof, when certain conditions are met. For example, server 110 may read and/or modify information of one or more users after receiving a service request.

The following describes in detail the configuration method of the interactive response item provided by the embodiment of the present application with reference to the description in the configuration system shown in fig. 1.

Referring to fig. 2, fig. 2 is a flowchart of a method for configuring an interactive response item according to an embodiment of the present application, where the method may be executed by one or more processors in a configuration system, and as shown in fig. 2, the specific execution process is as follows:

S201: and when receiving a service request of a user, acquiring a user identifier of the user and user information matched with the user identifier.

In the step, a user call firstly enters a telephone traffic system, the telephone traffic system processes a call request of the user to obtain a service request, meanwhile, a user identification of the user is extracted, the service request and the user identification are sent to a customer service system, and after the customer service system receives the service request and the user identification which are processed by the telephone traffic system, user information of the user is called from a server of the system according to the user identification.

Specifically, for the IVR system, the IVR system comprises a telephone traffic system, a customer service system, an order system and the like, a user calls and firstly enters the telephone traffic system, the telephone traffic system sends a request to the customer service system, after the customer service system processes, the processed information can enter the service system to generate an order or directly send the order to a customer, or can also directly return to a call transfer service of the telephone traffic system, and the like, because the user can enter a service center only by telephone, the user identification in the embodiment of the application refers to the mobile phone number of the user, and the user information comprises driving license information, vehicle registration information, registered driving platform information, historical service information and the like of the user, and the user information is stored in a server of the IVR system in advance and can be called from the server according to the user identification; in addition, the server can update the latest dynamic information of the user in real time.

S202: and determining an answer item initial node matched with the user information from a preconfigured answer item configuration flow tree based on the user information.

In the step, according to the obtained user information and the latest dynamic information of the user, a server can be matched with a proper query link in advance for the user, so as to further determine an initial node of the proper query link; therefore, a certain inquiry time can be saved, and the influence on inquiry efficiency caused by inquiring useless nodes is avoided.

Before determining the answer item initial node matched with the user information from the preconfigured answer item configuration flow tree, the answer item configuration flow tree needs to be configured in advance, and correspondingly, the configuration method may further include a flow of configuring the answer item configuration flow tree, as shown in fig. 3, fig. 3 shows a flow chart of configuring the answer item configuration flow tree in the interactive answer item configuration method shown in fig. 2, as shown in fig. 3, by configuring the answer item configuration flow tree through the following steps:

S301: sample user identifications of a plurality of sample users, sample user information matched with each sample user identification, and each interaction sample response item selected by each sample user in the interaction process are obtained.

In the step, the more the number of sample users is, the more accurate the final result is; and according to the user information of each sample user and each interaction sample response item selected by each sample user in the interaction process, the relation between the user information and each interaction sample response item and the relation between each interaction sample response item are deduced.

S302: and determining an information mapping relation and a parent-child node mapping relation between every two interactive sample response items based on each sample user and the sample user information.

In the step, the information mapping relation and the father-son node mapping relation between every two interactive sample response items are determined through a large amount of sample data and historical experience, wherein the problem of frequent inquiry of a user is placed in front, and the inquiry time of the user can be saved.

S303: and adding each interactive sample response item into a constructed flow tree model based on a parent-child node mapping relation among the interactive sample response items, and determining query service item information of the interactive sample response item corresponding to each node in the flow tree model based on an information mapping relation among every two interactive sample response items to obtain the response item configuration flow tree.

In the step, the model of the flow tree is built, corresponding information is only required to be added to each node of the flow tree according to conditions, and when the information is added to the nodes, the information is added according to the information mapping relation between every two interactive sample response items, so that a customer service system can find out the corresponding interactive sample response items according to user information.

Based on the above embodiment, when service item information is newly added in the IVR system, the answer item configuration flow tree may timely respond to the insertion of the node, and further the configuration method further includes:

and acquiring a plurality of to-be-added query service item information.

In this step, the to-be-added query service item information is a user service item which is continuously derived along with the development of society, and the server obtains the number of times that the to-be-added query service item information is queried by the user and is related to what query service item while obtaining the to-be-added query service item information.

In the step, based on the query service item information of the interactive sample response item corresponding to each node in the original response item configuration flow tree and the information mapping relation between every two interactive sample response items, according to the times of the query service item information to be added by the user and the relation with the query service item, the query links to which the query service item information to be added belongs and the nodes of the upper layer and the nodes of the lower layer are found in the original response item configuration flow tree, and the insertion position of the nodes is determined.

Thus, each to-be-added inquiry service item information is configured on the newly-added node of the answer item configuration flow tree, the service request and the like on the telephone traffic system are not required to be changed, the newly-added node can be accessed according to the prior service request, the newly-added inquiry service item information is inquired, the request times between the telephone traffic system and the customer service system are further reduced, and the time for a user to enter a manual customer service group or the time for obtaining an inquiry result is also reduced.

Based on the above embodiment, when some inquiry service item information needs to be deleted in the IVR system, the answer item configuration flow tree may timely respond to deletion of the node, and further the configuration method further includes:

and acquiring a plurality of to-be-subtracted query service item information.

In the step, the to-be-subtracted query service item information is user service item which is continuously eliminated by users along with the development of society, and the server finds the positions of the to-be-subtracted query service item information in the answer item configuration flow tree while acquiring the to-be-subtracted query service item information.

In this way, after each to-be-deleted node in the answer item configuration flow tree corresponding to each to-be-subtracted query service item information is deleted from the answer item configuration flow tree, the service request equivalent on the telephone traffic system does not need to be changed.

Based on the above embodiment, when the order in which some inquiry service item information is inquired needs to be changed in the IVR system, the answer item configuration flow tree may timely respond to the change of the node, and further the configuration method further includes:

And acquiring a plurality of service item information to be changed and queried.

In the step, the number of times that each piece of inquiry service item information is inquired is determined according to the daily inquiry condition of a user, in order to improve the inquiry efficiency of the user, a node with more inquired times of the inquiry service item information is placed at the front end of the answer item configuration flow tree, a node with less inquired inquiry service item information by the user is placed at the rear end of the answer item configuration flow tree, and the positions between two or more nodes are replaced according to the conditions.

In the step, when the positions among the plurality of nodes are replaced, the positions among every two nodes can be replaced, and after the replacement is successful, the next group of nodes is replaced; or all nodes can be replaced at the same time.

S203: and inquiring the response item child node of the response item initial node matched with the user information in the inquiry link to which the response item initial node belongs based on the user information and the inquiry service item information on each node by taking the response item initial node as an inquiry starting point.

In the step, query service item information on each node is queried and judged, and is compared with the acquired user information, if the condition is met, the next round of comparison is carried out, if the condition is not met, the next round of comparison is carried out, the comparison is carried out according to the user information, and each time the comparison is finished, the process carries out a new round of comparison according to the comparison result until the comparison is completed, and the response item child node is determined.

In this embodiment, the query service item information on each node includes: whether the number is a master driver, whether the number is warned, whether the number has an order within 30 minutes, whether the number has a work order to be created within one day, whether the number has more than 3 money-promoting times within 7 days, and the like; the number of query links of the response item configuration flow tree is large, and the number of nodes on each query link is large, but only one determined link can be finally obtained according to the user information of each user, and only one query result is determined.

Accordingly, the embodiment of the present application further provides a flow for querying a child node, as shown in fig. 4, fig. 4 shows a flowchart of querying a child node in the configuration method of the interactive response item shown in fig. 2, as shown in fig. 4, where the configuration method may be executed by one or more processors in the configuration system, as shown in fig. 4, and specifically the execution process is as follows:

S401: and determining a query link trend taking the response item initial node as a query starting point from a query link to which the response item initial node belongs based on the user information and the query service item information corresponding to the response item initial node, and determining a child node corresponding to the response item initial node when the query link is moved downwards.

In the step, according to the user information of each user, inquiring service item information on each node of the response item configuration flow tree, determining a proper inquiring link, inquiring from the obtained inquiring link, and judging with each node which is downward to the inquiring link in sequence according to the user information.

S402: and inquiring the child node corresponding to the inquiry starting point from the inquiry link by taking the child node as the inquiry starting point.

In the step, the step is circularly executed, and the child node corresponding to the query starting point is queried from the query link according to the user message of the user.

S403: and determining the queried child node as the response item child node matched with the response item initial node until the queried child node meets a preset condition.

And stopping the query when the queried child node meets the preset condition, and determining the queried child node as the response item child node.

For example: judging whether the user is a pilot master according to the mobile phone number of the user, if the user is the pilot master, judging whether the user has an alarm, if the user has the alarm, inputting a query result into an alarm customer service group, directly communicating with the user by staff of the alarm customer service group, solving the problem of the user, and if the user has not the alarm, continuing to execute the judgment of the next query service item information until a response item child node meeting the preset condition is obtained.

In some embodiments of the present application, it may be determined that the queried child node satisfies the preset condition by:

the mode of determining that the queried child node meets the preset condition is as follows: if the queried child node is detected to be a termination node, determining that the queried child node meets the preset condition, wherein the termination node is a child node without a next layer of nodes.

In the step, the preset condition is whether the queried child node is a termination node, the termination node is a child node without a next layer node, when the queried child node is the termination node, the query flow is required to be terminated because no next layer node can query, and the last queried child node is determined to be a response item child node.

In some embodiments of the present application, it may also be determined that the queried child node satisfies the preset condition by:

the mode of determining that the queried child node meets the preset condition is as follows: if the queried child node is not the termination node, detecting whether the queried service item information corresponding to the queried child node is interactive response selection information.

In this step, when the queried child node is not a termination node, it is further required to determine whether the queried service item information corresponding to the queried child node is interactive response selection information, where the interactive response selection information is a selection response item provided for the user, and determine the trend of the next query link according to the selection of the user, where the selection of the user may be input by means of voice or a keyboard.

Further, the preset condition is that the inquired child node is not a termination node, the inquired service item information corresponding to the inquired child node is the interactive response selection information, when the inquired child node meets the preset condition, the round of inquiry is stopped, and the inquired child node at the moment is determined to be a response item child node; and then enters a new query link based on the user's reselection.

S204: and determining an interactive response item corresponding to the response item child node, and sending the interactive response item to a user side of the user.

In the step, the interactive response item is a final query result queried according to user information of a user and needs to be sent to a user side of the user.

In some embodiments of the application, the interactive response item comprises a voice response, a text response, or a manual response.

In the step, the interactive response item is information which is finally fed back to the user, and the information carries the query result and is displayed to the user in different modes. The voice response is to broadcast one end of voice to the user, for example: the method has the advantages that the method is good in effect, the problem of eliminating the work order can go to an app self-service center for reporting and backup, the problem of the work order can go to app work order management inquiry and the like; text response is to push a short message to a user, such as: the work order question may click on a link: www.com, processing, namely, xx is taken as a master of driving, and the feedback problem is as follows; the manual response is to recommend optimal manual service groups to the user, each service group has a separate labor division, such as: a money-forcing customer service group, an alarm customer service group and the like.

When it is detected that the queried child node is not a termination node and query service item information corresponding to the queried child node is the interactive response selection information, determining that the queried child node meets the preset condition, where S204 further includes:

In the step, the interactive response selection information corresponds to a plurality of interactive response items, and the interactive response items need to be selected by a user; for example: the interactive response selection information on the child node is broadcast voice: when the interactive response selection information appears, the last inquiry link is ended, and a new round of inquiry is carried out again according to the selection of a user until the response item sub-node is determined, and the interactive response item corresponding to the response item sub-node is sent to the user side of the user.

According to the configuration method of the interactive response item, when a service request of a user is received, a user identification of the user and user information matched with the user identification can be obtained, then a response item initial node matched with the user information is determined from a pre-configured response item configuration flow tree based on the user information, then the response item initial node is used as a query starting point, response item sub-nodes of the response item initial node matched with the user information in a query link to which the response item initial node belongs are queried based on the user information and query service item information on each node, and further interactive response items corresponding to the response item sub-nodes are determined, and the interactive response items are sent to a user side of the user.

Based on the same inventive concept, the embodiment of the application further provides a configuration device of the interactive response item corresponding to the configuration method of the interactive response item, and since the principle of solving the problem of the device in the embodiment of the application is similar to that of the configuration method in the embodiment of the application, the implementation of the device can refer to the implementation of the method, and the repetition is omitted.

Referring to fig. 5 to 7, fig. 5 shows one of the schematic structural diagrams of an interactive response item configuration device according to an embodiment of the present application, fig. 6 shows the second schematic structural diagram of an interactive response item configuration device according to an embodiment of the present application, fig. 7 shows the third schematic structural diagram of an interactive response item configuration device according to an embodiment of the present application, and as shown in fig. 5, the configuration device 500 includes:

a user information obtaining module 501, configured to obtain, when receiving a service request of a user, a user identifier of the user and user information matched with the user identifier;

an initial node determining module 502, configured to determine, based on the user information, an answer item initial node that matches the user information from a preconfigured answer item configuration flow tree;

A sub-node query module 503, configured to query, with the answer item initial node as a query starting point, answer item sub-nodes of the answer item initial node that are matched with the user information in a query link to which the answer item initial node belongs, based on the user information and query service item information on each node;

and the interactive response item sending module 504 is configured to determine an interactive response item corresponding to the response item child node, and send the interactive response item to a user side of the user.

In some embodiments of the present application, when the sub-node query module 503 is configured to query, with the answer item initial node as a query starting point, an answer item sub-node of the answer item initial node that matches the user information in a query link to which the answer item initial node belongs based on the user information and query service item information on each node, the sub-node query module 503 is specifically configured to:

Referring to fig. 6, as shown in fig. 6, the configuration apparatus further includes a first child node confirmation module 505, where the first child node confirmation module 505 is configured to:

In addition, in some embodiments of the present application, the configuration apparatus further includes a second child node confirmation module 506, where the second child node confirmation module 506 is configured to:

detecting whether the inquired service item information corresponding to the inquired child node is interactive response selection information; and if the query service item information corresponding to the queried child node is detected to be the interactive response selection information, determining that the queried child node meets the preset condition.

In the foregoing embodiment, when the interactive response item sending module 504 is configured to determine an interactive response item corresponding to the response item child node and send the interactive response item to the user side of the user, the interactive response item sending module 504 is specifically configured to:

Referring to fig. 7, as shown in fig. 7, in some embodiments of the present application, the configuration apparatus further includes a flow tree configuration module 507, where the flow tree configuration module 507 is configured to configure the answer item configuration flow tree by:

In the above embodiment, the configuration apparatus further includes a flow tree node adding module 508, where the flow tree node adding module 508 is configured to configure the answer item configuration flow tree by:

acquiring a plurality of service item information to be added and inquired;

In the above embodiment, the configuration device further includes a process tree node deleting module 509, where the process tree node deleting module 509 is configured to configure the answer item configuration process tree by:

In the above embodiment, the configuration apparatus further includes a flow tree node replacement module 510, where the flow tree node replacement module 510 is configured to configure the answer item configuration flow tree by:

Acquiring a plurality of service item information to be changed and inquired;

According to the configuration device of the interactive response item, when a service request of a user is received, a user identification of the user and user information matched with the user identification can be obtained, then a response item initial node matched with the user information is determined from a pre-configured response item configuration flow tree based on the user information, then the response item initial node is used as a query starting point, response item sub-nodes of the response item initial node matched with the user information in a query link to which the response item initial node belongs are queried based on the user information and query service item information on each node, and further interactive response items corresponding to the response item sub-nodes are determined, and the interactive response items are sent to a user side of the user.

In this way, the embodiment of the application can determine the response item initial node matched with the user information from the pre-configured response item configuration flow tree according to the acquired user information no matter how many service requests of the user are received, and inquire from the response item initial node, then inquire response item sub-nodes of the response item initial node matched with the user information in the inquiry link to which the response item initial node belongs based on the user information and the inquiry service item information on each node, and send the interactive response item corresponding to the response item sub-nodes to the user side. Furthermore, the telephone traffic system only needs to access the nodes of the appointed links on one flow tree according to the service request sent by each user, so that the problems that a plurality of single flow paths related to the telephone traffic system access and all the nodes on each single flow path can request in the prior art are solved, the time consumption is reduced, and the incoming call duration is reduced.

Referring to fig. 8, fig. 8 is a schematic structural diagram of an electronic device according to an embodiment of the application. As shown in fig. 8, the electronic device 800 includes a processor 801, a memory 802, and a bus 803.

The memory 802 stores machine-readable instructions executable by the processor 801, and when the electronic device 800 is running, the processor 801 communicates with the memory 802 through the bus 803, and when the machine-readable instructions are executed by the processor 801, the steps of the method for configuring an answer item in the method embodiment shown in fig. 2, the steps of the method for configuring a answer item configuration flow tree in the method for configuring an answer item in the method embodiment shown in fig. 3, and the steps of the method for querying a sub-node in the method for configuring an answer item in the method embodiment shown in fig. 4 may be executed, and detailed implementation may refer to the method embodiment and will not be repeated herein.

The embodiment of the present application further provides a computer readable storage medium, where a computer program is stored on the computer readable storage medium, where the computer program when executed by a processor may perform the steps of the method for configuring an answer item in the method embodiment shown in fig. 2, the steps of the method for configuring a answer item configuration flow tree in the method for configuring an answer item in the method embodiment shown in fig. 3, and the steps of the method for querying a sub-node in the method for configuring an answer item in the method embodiment shown in fig. 4, where a specific implementation manner may refer to the method embodiment and will not be repeated herein.

It will be clear to those skilled in the art that, for convenience and brevity of description, specific working procedures of the above-described systems, apparatuses and units may refer to corresponding procedures in the foregoing method embodiments, and are not repeated herein.

In the several embodiments provided by the present application, it should be understood that the disclosed systems, devices, and methods may be implemented in other manners. The above-described apparatus embodiments are merely illustrative, for example, the division of the units is merely a logical function division, and there may be other manners of division in actual implementation, and for example, multiple units or components may be combined or integrated into another system, or some features may be omitted, or not performed. Alternatively, the coupling or direct coupling or communication connection shown or discussed with each other may be through some communication interface, device or unit indirect coupling or communication connection, which may be in electrical, mechanical or other form.

The units described as separate units may or may not be physically separate, and units shown as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the units may be selected according to actual needs to achieve the purpose of the solution of this embodiment.

In addition, each functional unit in the embodiments of the present application may be integrated in one processing unit, or each unit may exist alone physically, or two or more units may be integrated in one unit.

The functions, if implemented in the form of software functional units and sold or used as a stand-alone product, may be stored in a non-volatile computer readable storage medium executable by a processor. Based on this understanding, the technical solution of the present application may be embodied essentially or in a part contributing to the prior art or in a part of the technical solution, in the form of a software product stored in a storage medium, comprising several instructions for causing a computer device (which may be a personal computer, a server, a network device, etc.) to perform all or part of the steps of the method according to the embodiments of the present application. And the aforementioned storage medium includes: a U-disk, a removable hard disk, a Read-Only Memory (ROM), a random access Memory (Random Access Memory, RAM), a magnetic disk, or an optical disk, or other various media capable of storing program codes.

Finally, it should be noted that: the above examples are only specific embodiments of the present application, and are not intended to limit the scope of the present application, but it should be understood by those skilled in the art that the present application is not limited thereto, and that the present application is described in detail with reference to the foregoing examples: any person skilled in the art may modify or easily conceive of the technical solution described in the foregoing embodiments, or perform equivalent substitution of some of the technical features, while remaining within the technical scope of the present disclosure; such modifications, changes or substitutions do not depart from the spirit and scope of the technical solutions of the embodiments of the present application, and are intended to be included in the scope of the present application. Therefore, the protection scope of the application is subject to the protection scope of the claims.

Claims

1. A method for configuring an interactive response item, the method comprising:

inquiring the child node corresponding to the inquiry starting point from the inquiry link by taking the child node as the inquiry starting point;

determining the queried child node as a response item child node matched with the response item initial node until the queried child node meets a preset condition;

2. The configuration method according to claim 1, wherein the queried child node is determined to satisfy the preset condition by:

3. The configuration method according to claim 1, wherein the queried child node is determined to satisfy the preset condition by:

4. The configuration method according to claim 3, wherein the determining the interactive response item corresponding to the response item child node and sending the interactive response item to the user side of the user includes:

5. The configuration method according to claim 1, characterized in that the answer item configuration flow tree is configured by:

6. The configuration method according to claim 5, wherein before determining a response item initial node matching the user information from a pre-configured response item configuration flow tree, the configuration method further comprises:

acquiring a plurality of service item information to be added and inquired;

7. The configuration method according to claim 1, wherein the interactive response items include a voice response, a text response, and a manual response.

8. A configuration device of an interactive response item, characterized in that the configuration device comprises:

The sub-node query module is used for determining a query link trend taking the response item initial node as a query starting point from a query link to which the response item initial node belongs based on the user information and query service item information corresponding to the response item initial node, and determining a sub-node corresponding to the response item initial node when the query link is moved downwards; inquiring the child node corresponding to the inquiry starting point from the inquiry link by taking the child node as the inquiry starting point; determining the queried child node as a response item child node matched with the response item initial node until the queried child node meets a preset condition;

9. An electronic device, comprising: a processor, a storage medium and a bus, the storage medium storing machine-readable instructions executable by the processor, the processor and the storage medium communicating over the bus when the electronic device is running, the processor executing the machine-readable instructions to perform the steps of the method of configuring an interactive response item according to any one of claims 1 to 7 when executed.

10. A computer-readable storage medium, characterized in that the computer-readable storage medium has stored thereon a computer program which, when executed by a processor, performs the steps of the method of configuring an interactive response item according to any one of claims 1 to 7.