Fault information interaction processing method and device and electronic equipment

Abstract

Embodiments of the present invention provide a fault information interaction processing method and apparatus, and an electronic device, the method comprising: receiving a session request message inputby a user, the session request message being used for reporting a reporting fault phenomenon of a target device; determining at least one inference fault phenomenon of the target equipment accordingto the reported fault phenomenon and the knowledge graph of the target equipment, each inference fault phenomenon being different from the reported fault phenomenon; wherein the knowledge graph of thetarget equipment comprises fault phenomenon knowledge, fault reason knowledge and equipment operation knowledge, the fault phenomenon knowledge comprises fault reason rule knowledge and equipment operation rule knowledge, and the fault reason knowledge comprises fault phenomenon rule knowledge. According to the method, more fault phenomena of the user equipment except the fault phenomenon input by the user can be determined, the fault processing cost can be greatly reduced, the fault processing efficiency is improved, and the user experience is improved.

Description

technical field [0001] The embodiments of the present invention relate to computer technology, and in particular to a method, device and electronic equipment for interactive processing of fault information. Background technique [0002] In the customer service industry, compared with traditional manual customer service methods, intelligent customer service is playing an increasingly important role. Smart customer service can not only provide fine-grained knowledge management for enterprises, but also establish a fast and effective natural language-based technical means for communication between enterprises and massive users by intelligently interacting with users. Users only need to input information such as problem consultation, fault repair and other information through the channels provided by the enterprise, and then they can get corresponding response information. [0003] In the existing technology, intelligent interaction with users can be realized through methods su...

AI Technical Summary

Problems solved by technology

[0005] Embodiments of the present invention provide a fault information interactive processing method, device and electronic equipment, which are used to solve the problem that accurate fault phenomenon information cannot be obtained in the prior art

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