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An information processing method, device and terminal

An information processing method and problem technology, applied in the computer field, can solve problems such as reducing the efficiency of online customer service, users cannot quickly and accurately locate, and cannot obtain answers quickly and accurately, and achieve the effect of improving service efficiency and accuracy.

Active Publication Date: 2021-06-15
TENCENT TECH (SHENZHEN) CO LTD
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

For example, if a user inquires about "Origin Site", the results obtained must contain answers containing the keyword "Origin Site", but answers or questions related to "Origin Site" cannot be obtained, resulting in Users cannot quickly and accurately locate the questions they want to ask, let alone obtain the answers they want quickly and accurately, which reduces the service efficiency of online customer service

Method used

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  • An information processing method, device and terminal
  • An information processing method, device and terminal
  • An information processing method, device and terminal

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Embodiment Construction

[0040] In order to make the object, technical solution and advantages of the present invention clearer, the implementation manner of the present invention will be further described in detail below in conjunction with the accompanying drawings.

[0041] Please refer to figure 1 , which is a schematic diagram of an implementation environment provided by an embodiment of the present invention, the implementation environment includes: a terminal 100 and multiple terminals 200 connected to the terminal 100 .

[0042] The terminal 100 may receive the question consultation information sent by the user, and send the reply information to the user to the question consultation information. The terminal 100 may also receive frequently asked questions items input by customer service personnel, and the question items may include questions and answers corresponding to the questions. In this embodiment of the specification, the terminal 100 may be various electronic devices supporting inform...

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Abstract

The invention discloses an information processing method, device and terminal, which belong to the technical field of computers, wherein the information processing method includes: receiving question consultation information; generating a first sentence vector according to the question consultation information; determining the first sentence vector The similarity of the second sentence vector corresponding to each question entry in the knowledge base; according to the similarity, the target question entry corresponding to the question consultation information is obtained; the corresponding to each question entry in the knowledge base The second sentence vector is composed of feature word vectors corresponding to the feature vocabulary that constitutes each question item, and the feature word vectors are obtained based on the word vectors of the feature vocabulary and the character vectors of the characters that constitute the feature vocabulary . The invention improves the matching accuracy of target questions, enables users to obtain desired answers more quickly and accurately, and improves the service efficiency of online customers.

Description

technical field [0001] The present invention relates to the field of computer technology, in particular to an information processing method, device and terminal. Background technique [0002] With the rapid development of Internet technology, online customer service carries a large number of customer complaints, consultations, etc., many companies currently have their own online customer service team, through online customer service to achieve quick answers to user inquiries. [0003] When the existing online customer service system receives a user's consultation question, it will separate keywords from the consultation question, and then find out the answer related to the consultation question based on the exact matching of the separated keywords. For example, if a user inquires about "Origin Site", the results obtained must contain answers containing the keyword "Origin Site", but answers or questions related to "Origin Site" cannot be obtained, resulting in Users cannot ...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): G06F16/242G06F16/24
Inventor 唐琳魏帆
Owner TENCENT TECH (SHENZHEN) CO LTD
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