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Method and device for answering question of user

A user and question technology, applied in the field of answering user questions, can solve the problems of intelligent customer service robot lacking business-related information, intelligent customer service robot ignoring, unable to accurately identify user standard text questions, etc., to achieve accurate identification and improve answer accuracy. Effect

Active Publication Date: 2019-07-12
ADVANCED NEW TECH CO LTD
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  • Abstract
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  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, the smart customer service robot only works based on text information / content, and the screenshot of the page is a picture, which will be ignored by the smart customer service robot
Since the screenshot of the page is ignored, the intelligent customer service robot will lack business-related information on the page. Therefore, the intelligent customer service robot can not accurately identify the user by only using the text questions given by the user and combining the user's trajectory information and historical operation information. A standard text question to ask, which does not accurately answer the user's question

Method used

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  • Method and device for answering question of user
  • Method and device for answering question of user

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Embodiment Construction

[0019] The subject matter described herein will now be discussed with reference to example implementations. It should be understood that the discussion of these implementations is only to enable those skilled in the art to better understand and realize the subject matter described herein, and is not intended to limit the protection scope, applicability or examples set forth in the claims. Changes may be made in the function and arrangement of elements discussed without departing from the scope of the disclosure. Various examples may omit, substitute, or add various procedures or components as needed. For example, the methods described may be performed in an order different from that described, and various steps may be added, omitted, or combined. Additionally, features described with respect to some examples may also be combined in other examples.

[0020] As used herein, the term "comprising" and its variants represent open terms meaning "including but not limited to". The...

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Abstract

The invention relates to a method and a device for answering a question of a user, and the method comprises the steps: when a text question input by a certain user is received from a client, inquiringthe client whether the question of the certain user occurs after the screen capture operation is executed by the certain user or not; if the inquiry result is positive, obtaining the service relatedinformation of the page captured by the certain user from the stored service related information of each page in the client according to the identifier of the page captured by the certain user in theclient; identifying a standard text problem that the certain user wants to ask through a neural network model at least by utilizing the received text question and the acquired service related information; and sending a response pair containing the identified standard text question to the client, so as to display the standard text question and the text answer contained in the question and answer pair to the certain user. The method and the device can improve the answering accuracy of the user questions.

Description

technical field [0001] The invention relates to an intelligent customer service robot, in particular to a method and device for answering user questions. Background technique [0002] The intelligent customer service robot is used to answer simple text questions raised by users, and hand over complex text questions to human customer service for processing. The intelligent customer service robot has multiple question-answer pairs stored in advance, and each question-answer pair includes a standard text question and a corresponding text answer, wherein the standard text question is a question summed up from the text questions frequently raised by users. [0003] Clients such as Alipay and Taobao usually include multiple pages. For example, Alipay includes such pages as life payment, transfer, credit card repayment, and Ant Borrowing. During the user's use of the client, the client stores the user's trajectory information and historical operation information, wherein the traj...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F16/332G06F16/335G06N3/02
CPCG06N3/02
Inventor 吴玲周群王雪毛德峰李俊
Owner ADVANCED NEW TECH CO LTD
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