Information Interaction Platform and Method

Abstract

The present invention relates to the field of communication technologies, and specifically provides an information interaction platform and method, aiming to solve the technical problem of how to improve the interaction reliability and timeliness between vehicle users and vehicle manufacturers. For this purpose, in the information interaction platform provided by the present invention, the human-computer interaction system obtains the demand information of vehicle users, the vehicle / user information acquisition system obtains vehicle information and user information, the demand information recognition system identifies problems in the demand information, and the demand information analysis system obtains feedback information according to the problem identification results, vehicle information, and user information, and sends it to the human-computer interaction system. When the above systems are set up at vehicle manufacturers, vehicle users can directly interact with vehicle manufacturers through the human-computer interaction system, avoiding information mistransmission or omission caused by indirect communication. At the same time, the demand information analysis system can analyze various demand information, and corresponding feedback information can be accurately obtained for each demand information.

Description

Technical Field

[0001] The present invention relates to the field of communication technologies, and particularly to an information interaction platform and method. Background Art

[0002] Currently, vehicle users mainly interact with vehicle manufacturers through specific service stations (such as sales stations and repair stations, etc.), social media (such as Weibo, WeChat, and forums, etc.) or in-vehicle intelligent communication devices. When interacting with vehicle manufacturers through specific service stations, users cannot communicate directly with vehicle manufacturers. They must convey their demand information to vehicle manufacturers through specific service stations, resulting in poor timeliness. At the same time, information leakage and mistransmission are very likely to occur during the information conveyance process, further affecting the interaction efficiency between users and vehicle manufacturers. When interacting with vehicle manufacturers through social media, due to the usage condition limitations of social media, it cannot be guaranteed that every user can use social media normally. Also, using social media is not conducive to viewing / storing / analyzing all interaction information between users and vehicle manufacturers. And the types of feedback information supported by current in-vehicle intelligent communication devices are relatively single and cannot meet the interaction needs of users. Summary of the Invention

[0003] To solve the above problems in the prior art, that is, to solve the technical problem of how to improve the interaction reliability and timeliness between vehicle users and vehicle manufacturers, the present invention provides an information interaction platform and method, which can significantly improve the interaction reliability and timeliness between vehicle users and vehicle manufacturers.

[0004] In a first aspect, an information interaction platform provided by the present invention mainly includes the following structures:

[0005] A human-computer interaction system configured to obtain the demand information of vehicle users;

[0006] A vehicle / user information acquisition system configured to obtain the vehicle information and user information corresponding to the vehicle user;

[0007] A demand information recognition system configured to identify problems with the demand information obtained by the human-computer interaction system;

[0008] A demand information analysis system configured to obtain the feedback information corresponding to the demand information according to the problem recognition result of the demand information recognition system and the vehicle information and user information obtained by the vehicle / user information acquisition system, and send the feedback information to the human-computer interaction system for output.

[0009] Further, an optional technical solution provided by the present invention is:

[0010] The demand information recognition system is further configured to determine whether there is a demand problem related to the problem recognition result according to the problem recognition result. If so, the demand problem is sent to the first analysis subsystem of the demand information analysis system;

[0011] The first analysis subsystem is configured to match the received demand problem with preset feedback information and send the matched feedback information to the human-computer interaction system.

[0012] Further, an optional technical solution provided by the present invention is:

[0013] When the demand information recognition system determines that there is no demand problem related to the problem recognition result, it further determines the problem category of the demand information and sends the problem recognition result to the corresponding device in the second analysis subsystem of the demand information analysis system according to the problem category.

[0014] Further, an optional technical solution provided by the present invention is:

[0015] The problem category includes vehicle quality problems and vehicle experience problems, and the second analysis subsystem includes a vehicle quality analysis device and a vehicle experience analysis device.

[0016] Further, an optional technical solution provided by the present invention is:

[0017] The vehicle quality analysis device is configured to perform quality problem analysis on the received problem recognition result and the corresponding vehicle information and user information, and send quality feedback information to the human-computer interaction system according to the quality problem analysis result;

[0018] The vehicle experience analysis device is configured to perform experience problem analysis on the received problem recognition result and the corresponding vehicle information and user information, and send experience feedback information to the human-computer interaction system according to the experience problem analysis result.

[0019] Further, an optional technical solution provided by the present invention is:

[0020] The information interaction platform further includes a quality problem tracking and processing system. If the vehicle quality analysis device cannot provide a solution for the current vehicle quality problem, it sends a demand to the quality problem tracking and processing system;

[0021] The quality problem tracking and processing system is configured to perform in-depth quality problem analysis on the demand and the corresponding vehicle information and user information, and send in-depth quality feedback information to the human-computer interaction system according to the in-depth quality problem analysis result.

[0022] Further, an optional technical solution provided by the present invention is:

[0023] The information interaction platform further includes a user experience improvement system;

[0024] The vehicle experience analysis device is further configured to obtain high-quality demand problems in the problem identification results sent by the demand information identification system, and send the high-quality demand problems to the user experience improvement system;

[0025] The user experience improvement system is configured to perform in-depth experience problem analysis on the high-quality demand problems and the corresponding vehicle information and user information, determine in-depth experience feedback information corresponding to the high-quality demand problems according to the in-depth experience problem analysis results, and send the in-depth experience feedback information to the human-computer interaction system;

[0026] Wherein, the in-depth experience feedback information includes a vehicle experience improvement plan, and the high-quality demand problems depend on a preset high-quality demand problem screening strategy.

[0027] Furthermore, an alternative technical solution provided by the present invention is:

[0028] The information interaction platform is further configured to:

[0029] Perform big data analysis on historical demand information, and obtain high-risk demand information in the historical demand information and vehicle information and user information related to the high-risk demand information according to the big data analysis results;

[0030] Send high-risk demand feedback information to the human-computer interaction system according to the high-risk demand information and the related vehicle information and user information;

[0031] Wherein, the high-risk demand feedback information includes an alarm message and a solution to the high-risk demand information.

[0032] Furthermore, an alternative technical solution provided by the present invention is:

[0033] The demand information analysis system is further configured to analyze the user characteristics of the vehicle user according to the user information and historical interaction information of the vehicle user;

[0034] The human-computer interaction system is further configured to adjust the output mode of the feedback information according to the user characteristics of the vehicle user;

[0035] Wherein, the historical interaction information includes historical demand information and historical feedback information related to the historical demand information.

[0036] Furthermore, an alternative technical solution provided by the present invention is:

[0037] The requirement information includes text information, and / or image information, and / or voice information, and / or video information.

[0038] Further, an optional technical solution provided by the present invention is:

[0039] The human-machine interaction system is a vehicle communication system or a mobile communication system.

[0040] In a second aspect, an information interaction platform provided by the present invention mainly includes a human-machine interaction system, a vehicle / user information acquisition system, a requirement information analysis system, a requirement information recognition system, a quality problem tracking and processing system, and a user experience improvement system; the requirement information analysis system includes a first analysis subsystem and a second analysis subsystem, and the second analysis subsystem includes a vehicle quality analysis device and a vehicle experience analysis device;

[0041] The human-machine interaction system is configured to acquire the requirement information of the vehicle user;

[0042] The vehicle / user information acquisition system is configured to acquire the vehicle information and user information corresponding to the vehicle user;

[0043] The requirement information recognition system is configured to identify problems with the requirement information acquired by the human-machine interaction system, and determine whether there is a requirement problem related to the problem identification result according to the problem identification result. If so, the requirement problem is sent to the first analysis subsystem; if not, the problem category of the requirement information is determined, and the problem identification result is sent to the corresponding device in the second analysis subsystem according to the problem category. The problem categories include vehicle quality problems and vehicle experience problems;

[0044] The first analysis subsystem is configured to match the received requirement problem with preset feedback information, and send the matched feedback information to the human-machine interaction system;

[0045] The vehicle quality analysis device is configured to perform quality problem analysis on the received problem identification result, the corresponding vehicle information, and user information, and send quality feedback information to the human-machine interaction system according to the quality problem analysis result; the vehicle quality analysis device is further configured to send a requirement to the quality problem tracking and processing system when it cannot provide a solution for the current vehicle quality problem. The quality problem tracking and processing system is configured to perform in-depth quality problem analysis on the requirement, the corresponding vehicle information, and user information, and send in-depth quality feedback information to the human-machine interaction system according to the in-depth quality problem analysis result;

[0046] The vehicle experience analysis device is configured to perform experience problem analysis on the received problem identification results and the corresponding vehicle information and user information, and send experience feedback information to the human-computer interaction system according to the experience problem analysis results; the vehicle experience analysis device is further configured to obtain high-quality demand problems in the problem identification results sent by the demand information identification system, and send the high-quality demand problems to the user experience improvement system; the user experience improvement system is configured to perform in-depth experience problem analysis on the high-quality demand problems and the corresponding vehicle information and user information, determine in-depth experience feedback information corresponding to the high-quality demand problems according to the in-depth experience problem analysis results, and send the in-depth experience feedback information to the human-computer interaction system; wherein, the in-depth experience feedback information includes a vehicle experience improvement plan, and the high-quality demand problems depend on a preset high-quality demand problem screening strategy;

[0047] The demand information analysis system is further configured to analyze the user characteristics of the vehicle user according to the user information and historical interaction information of the vehicle user, and the human-computer interaction system is further configured to adjust the output mode of the feedback information according to the user characteristics of the vehicle user; wherein, the historical interaction information includes historical demand information and historical feedback information related to the historical demand information;

[0048] The information interaction platform is further configured to:

[0049] Perform big data analysis on historical demand information, and obtain high-risk demand information in the historical demand information and the vehicle information and user information related to the high-risk demand information according to the big data analysis results;

[0050] Send high-risk demand feedback information to the human-computer interaction system according to the high-risk demand information and the related vehicle information and user information;

[0051] Wherein, the high-risk demand feedback information includes an alarm message and a solution to the high-risk demand information; the human-computer interaction system is an in-vehicle communication system or a mobile communication system, and the demand information includes text information, and / or image information, and / or voice information, and / or video information.

[0052] In a third aspect, an information interaction method provided by the present invention mainly includes the following steps:

[0053] Receive the demand information of the vehicle user obtained by the human-computer interaction system;

[0054] Obtain the vehicle information and user information corresponding to the vehicle user;

[0055] Perform problem identification on the received demand information;

[0056] Obtain the feedback information corresponding to the demand information according to the problem recognition result, the vehicle information, and the user information, and send the feedback information to the human-computer interaction system for output.

[0057] Further, an alternative technical solution provided by the present invention is:

[0058] The step of "obtaining the feedback information corresponding to the demand information according to the problem recognition result, the vehicle information, and the user information" specifically includes:

[0059] Judge whether there is a demand problem related to the problem recognition result according to the problem recognition result.

[0060] If it exists, match the preset feedback information according to the demand problem, and send the matched feedback information to the human-computer interaction system.

[0061] Further, an alternative technical solution provided by the present invention is:

[0062] The step of "obtaining the feedback information corresponding to the demand information according to the problem recognition result, the vehicle information, and the user information" further includes:

[0063] If there is no demand problem related to the problem recognition result, determine the problem category of the demand information.

[0064] When the problem category of the demand information is a vehicle quality problem, perform quality problem analysis according to the problem recognition result and the corresponding vehicle information and user information, and send quality feedback information to the human-computer interaction system according to the quality problem analysis result.

[0065] When the problem category of the demand information is a vehicle experience problem, perform experience problem analysis according to the problem recognition result and the corresponding vehicle information and user information, and send experience feedback information to the human-computer interaction system according to the experience problem analysis result.

[0066] Further, an alternative technical solution provided by the present invention is:

[0067] When the step of "performing quality problem analysis according to the problem recognition result and the corresponding vehicle information and user information, and sending quality feedback information to the human-computer interaction system" cannot provide a solution for the current vehicle quality problem, the information interaction method further includes:

[0068] Perform in-depth quality problem analysis on the current vehicle quality problem and the corresponding vehicle information and user information, and send in-depth quality feedback information to the human-computer interaction system according to the in-depth quality problem analysis result.

[0069] Further, an alternative technical solution provided by the present invention is as follows:

[0070] After the step of "analyzing the experience problems according to the problem recognition result and the corresponding vehicle information and user information, and sending experience feedback information to the human-machine interaction system according to the analysis result of the experience problems", the information interaction method further includes:

[0071] Obtaining high-quality demand problems in the problem recognition result;

[0072] Performing in-depth experience problem analysis on the high-quality demand problems and the corresponding vehicle information and user information, determining in-depth experience feedback information corresponding to the high-quality demand problems according to the analysis result of the in-depth experience problems, and sending the in-depth experience feedback information to the human-machine interaction system;

[0073] Wherein, the in-depth experience feedback information includes a vehicle experience improvement plan, and the high-quality demand problems depend on a preset high-quality demand problem screening strategy.

[0074] Further, an alternative technical solution provided by the present invention is as follows:

[0075] The information interaction method further includes:

[0076] Performing big data analysis on historical demand information, and obtaining high-risk demand information in the historical demand information and vehicle information and user information related to the high-risk demand information according to the big data analysis result;

[0077] Sending high-risk demand feedback information to the human-machine interaction system according to the high-risk demand information and the related vehicle information and user information;

[0078] Wherein, the high-risk demand feedback information includes an alarm message and a solution to the high-risk demand information.

[0079] Further, an alternative technical solution provided by the present invention is as follows:

[0080] The information interaction method further includes:

[0081] Analyzing the user characteristics of the vehicle user according to the user information and historical interaction information of the vehicle user, so that the human-machine interaction system can adjust the output mode of the feedback information according to the user characteristics of the vehicle user;

[0082] Wherein, the historical interaction information includes historical demand information and historical feedback information related to the historical demand information.

[0083] Further, an alternative technical solution provided by the present invention is as follows:

[0084] The requirement information includes text information, and / or image information, and / or voice information, and / or video information.

[0085] Further, an alternative technical solution provided by the present invention is:

[0086] The human-computer interaction system is a vehicle communication system or a mobile communication system.

[0087] In a fourth aspect, an information interaction method provided by the present invention mainly includes the following steps:

[0088] Step S1: Receive the requirement information of the vehicle user obtained by the human-computer interaction system;

[0089] Step S2: Obtain the vehicle information and user information corresponding to the vehicle user;

[0090] Step S3: Identify the problem of the received requirement information and determine whether there is a requirement problem related to the problem identification result according to the problem identification result: if it exists, go to step S4; if not, go to step S5;

[0091] Step S4: Match the preset feedback information according to the requirement problem and send the matched feedback information to the human-computer interaction system;

[0092] Step S5: Determine the problem category of the requirement information: if the problem category is a vehicle quality problem, go to step S6; if the problem category is a vehicle experience problem, go to step S8;

[0093] Step S6: Conduct a quality problem analysis based on the problem identification result and the corresponding vehicle information and user information, and send quality feedback information to the human-computer interaction system according to the quality problem analysis result;

[0094] Step S7: When a solution cannot be provided for the current vehicle quality problem, conduct a deep quality problem analysis on the current vehicle quality problem and the corresponding vehicle information and user information, and send deep quality feedback information to the human-computer interaction system according to the deep quality problem analysis result;

[0095] Step S8: Conduct an experience problem analysis based on the problem identification result and the corresponding vehicle information and user information, and send experience feedback information to the human-computer interaction system according to the experience problem analysis result;

[0096] Step S9: Obtain the high-quality requirement problems in the problem identification result; the high-quality requirement problems depend on the preset high-quality requirement problem screening strategy;

[0097] Step S10: Conduct in-depth experience problem analysis on the high-quality demand problem and the corresponding vehicle information and user information, determine the in-depth experience feedback information corresponding to the high-quality demand problem according to the in-depth experience problem analysis result, and send the in-depth experience feedback information to the human-computer interaction system; the in-depth experience feedback information includes a vehicle experience improvement plan.

[0098] The information interaction method further includes:

[0099] Conduct big data analysis on historical demand information, and obtain high-risk demand information in the historical demand information and vehicle information and user information related to the high-risk demand information according to the big data analysis result;

[0100] According to the high-risk demand information and its related vehicle information and user information, send high-risk demand feedback information to the human-computer interaction system;

[0101] Wherein, the high-risk demand feedback information includes an alarm message and a solution to the high-risk demand information;

[0102] The information interaction method further includes:

[0103] Analyze the user characteristics of the vehicle user according to the user information and historical interaction information of the vehicle user, so that the human-computer interaction system can adjust the output mode of the feedback information according to the user characteristics of the vehicle user;

[0104] Wherein, the historical interaction information includes historical demand information and historical feedback information related to the historical demand information.

[0105] In a fifth aspect, a storage device provided by the present invention stores multiple programs, and is characterized in that the programs are adapted to be loaded by a processor to execute the information interaction method described in the above method technical solution.

[0106] In a sixth aspect, a control device provided by the present invention includes a processor and a storage device, the storage device is adapted to store multiple programs, and is characterized in that the programs are adapted to be loaded by the processor to execute the information interaction method described in the above method technical solution.

[0107] Compared with the closest prior art, the above technical solution has at least the following beneficial effects:

[0108] 1. The information interaction platform provided by the present invention mainly includes a human-computer interaction system, a vehicle / user information acquisition system, a demand information recognition system, and a demand information analysis system. Specifically, the human-computer interaction system can be an in-vehicle communication system or a mobile communication system, which can acquire the demand information of vehicle users. The vehicle / user information acquisition system can acquire the vehicle information and user information corresponding to vehicle users. The demand information recognition system can identify problems in the demand information. The demand information analysis system can, according to the problem recognition result, vehicle information, and user information, obtain the feedback information corresponding to the demand information and send the feedback information to the human-computer interaction system for output. Among them, the demand information can be information related to vehicle quality and / or vehicle experience, etc. Based on the above structure, the human-computer interaction system can directly interact with the demand information analysis system. When the above systems are set at the vehicle manufacturer, vehicle users can directly interact with the vehicle manufacturer through the human-computer interaction system, avoiding information mistransmission or omission caused by indirect communication methods such as information forwarding. At the same time, the demand information analysis system can analyze various demand information such as vehicle quality and vehicle experience, and can accurately obtain the corresponding feedback information for each demand information.

[0109] Further, the demand information analysis system in the present invention mainly includes a first analysis subsystem and a second analysis subsystem. The second analysis subsystem can include a vehicle quality analysis device and a vehicle experience analysis device. The demand information recognition system can also judge whether there is a demand problem related to the problem recognition result according to the problem recognition result. If so, it sends the demand problem to the first analysis subsystem; if not, it further determines the problem category of the demand information: if the problem category is a vehicle quality problem, it sends the problem recognition result to the vehicle quality analysis device; if the problem category is a vehicle experience problem, it sends the problem recognition result to the vehicle experience analysis device.

[0110] Specifically, the first analysis subsystem can match the received demand problem with preset feedback information and send the matched feedback information to the human-machine interaction system. The vehicle quality analysis device can perform quality problem analysis on the received problem identification result and the corresponding vehicle information and user information, and send quality feedback information to the human-machine interaction system according to the quality problem analysis result. The vehicle experience analysis device can perform experience problem analysis on the received problem identification result and the corresponding vehicle information and user information, and send experience feedback information to the human-machine interaction system according to the experience problem analysis result. Through the first analysis subsystem, the present invention can directly perform demand problem - feedback information matching on known demand problems, and can quickly and accurately obtain the feedback information corresponding to the demand information. At the same time, through the vehicle quality analysis device and the vehicle experience analysis device, the present invention can respectively perform demand analysis on unknown vehicle quality problems and vehicle experience problems, and obtain feedback information related to the vehicle quality problems and vehicle experience problems.

[0111] 2. The information interaction platform provided by the present invention can also perform big data analysis on historical demand information, and then perform information warning according to the big data analysis result. Specifically, the information interaction platform can obtain high-risk demand information in the historical demand information and the corresponding vehicle information and user information according to the big data analysis result, and send an alarm message and a solution to the high-risk demand information to the human-machine interaction system according to the high-risk demand information and its related vehicle information and user information.

[0112] 3. The demand information analysis system in the present invention can also analyze the user characteristics of the vehicle user according to the user information and historical interaction information of the vehicle user, and the human-machine interaction system can also adjust the output mode of the feedback information according to the user characteristics of the vehicle user. The user characteristics refer to the information that can describe the user's behavior characteristics. The human-machine interaction system can select the output mode corresponding to the user characteristics to output the feedback information, thereby significantly improving the user's experience of using the information interaction platform. For example, when the user characteristic is using voice interaction, the human-machine interaction system can convert the feedback information into voice information for output.

[0113] 4. The information interaction platform provided by the present invention may further include a quality problem tracking and handling system. If the vehicle quality analysis device cannot provide a solution for the current vehicle quality problem, it sends a requirement to the quality problem tracking and handling system. The quality problem tracking and handling system can conduct in-depth quality problem analysis on the requirement, the corresponding vehicle information, and user information, and send in-depth quality feedback information to the human-computer interaction system according to the in-depth quality problem analysis result. Further, the information interaction platform provided by the present invention may further include a user experience improvement system. The vehicle experience analysis device can also obtain high-quality requirement problems in the problem identification results sent by the requirement information identification system, and send the high-quality requirement problems to the user experience improvement system. The user experience improvement system can conduct in-depth experience problem analysis on the high-quality requirement problems, the corresponding vehicle information, and user information, so as to obtain a vehicle experience improvement plan to meet the improvement requirements of vehicle users for vehicle experience.

[0114] Solution 1. An information interaction platform, characterized in that the information interaction platform includes:

[0115] A human-computer interaction system configured to obtain the requirement information of vehicle users;

[0116] A vehicle / user information acquisition system configured to obtain the vehicle information and user information corresponding to the vehicle users;

[0117] A requirement information identification system configured to conduct problem identification on the requirement information obtained by the human-computer interaction system;

[0118] A requirement information analysis system configured to obtain the feedback information corresponding to the requirement information according to the problem identification result of the requirement information identification system and the vehicle information and user information obtained by the vehicle / user information acquisition system, and send the feedback information to the human-computer interaction system for output.

[0119] Solution 2. The information interaction platform according to Solution 1, characterized in that the requirement information identification system is further configured to judge whether there is a requirement problem related to the problem identification result according to the problem identification result. If so, it sends the requirement problem to the first analysis subsystem of the requirement information analysis system;

[0120] The first analysis subsystem is configured to match the preset feedback information according to the received requirement problem, and send the matched feedback information to the human-computer interaction system.

[0121] Solution 3. The information interaction platform according to Solution 2, characterized in that when the demand information recognition system determines that there is no demand problem related to the problem recognition result, it further determines the problem category of the demand information, and sends the problem recognition result to the corresponding device in the second analysis subsystem of the demand information analysis system according to the problem category.

[0122] Solution 4. The information interaction platform according to Solution 3, characterized in that the problem category includes vehicle quality problems and vehicle experience problems, and the second analysis subsystem includes a vehicle quality analysis device and a vehicle experience analysis device.

[0123] Solution 5. The information interaction platform according to Solution 4, characterized in that

[0124] The vehicle quality analysis device is configured to perform quality problem analysis on the received problem recognition result, corresponding vehicle information and user information, and send quality feedback information to the human-computer interaction system according to the quality problem analysis result;

[0125] The vehicle experience analysis device is configured to perform experience problem analysis on the received problem recognition result, corresponding vehicle information and user information, and send experience feedback information to the human-computer interaction system according to the experience problem analysis result.

[0126] Solution 6. The information interaction platform according to Solution 5, characterized in that the information interaction platform further includes a quality problem tracking and processing system. If the vehicle quality analysis device cannot provide a solution for the current vehicle quality problem, it sends a demand to the quality problem tracking and processing system,

[0127] The quality problem tracking and processing system is configured to perform in-depth quality problem analysis on the demand, corresponding vehicle information and user information, and send in-depth quality feedback information to the human-computer interaction system according to the in-depth quality problem analysis result.

[0128] Solution 7. The information interaction platform according to Solution 5, characterized in that the information interaction platform further includes a user experience improvement system;

[0129] The vehicle experience analysis device is further configured to obtain high-quality demand problems in the problem recognition result sent by the demand information recognition system, and send the high-quality demand problems to the user experience improvement system;

[0130] The user experience improvement system is configured to perform in-depth experience problem analysis on the high-quality demand problems, corresponding vehicle information and user information, determine in-depth experience feedback information corresponding to the high-quality demand problems according to the in-depth experience problem analysis result, and send the in-depth experience feedback information to the human-computer interaction system;

[0131] Among them, the in-depth experience feedback information includes a vehicle experience improvement plan, and the high-quality demand problem depends on a preset high-quality demand problem screening strategy.

[0132] Solution 8: The information interaction platform according to Solution 1, characterized in that the information interaction platform is further configured to:

[0133] Perform big data analysis on historical demand information, and obtain high-risk demand information in the historical demand information, as well as vehicle information and user information related to the high-risk demand information according to the big data analysis result;

[0134] Send high-risk demand feedback information to the human-computer interaction system according to the high-risk demand information and its related vehicle information and user information;

[0135] Among them, the high-risk demand feedback information includes an alarm message and a solution to the high-risk demand information.

[0136] Solution 9: The information interaction platform according to any one of Solutions 1 to 8, characterized in that the demand information analysis system is further configured to analyze the user characteristics of the vehicle user according to the user information and historical interaction information of the vehicle user;

[0137] The human-computer interaction system is further configured to adjust the output mode of the feedback information according to the user characteristics of the vehicle user;

[0138] Among them, the historical interaction information includes historical demand information and historical feedback information related to the historical demand information.

[0139] Solution 10: The information interaction platform according to Solution 9, characterized in that the demand information includes text information, and / or image information, and / or voice information, and / or video information.

[0140] Solution 11: The information interaction platform according to Solution 9, characterized in that the human-computer interaction system is an in-vehicle communication system or a mobile communication system.

[0141] Solution 12: An information interaction platform, characterized by including a human-computer interaction system, a vehicle / user information acquisition system, a demand information analysis system, a demand information recognition system, a quality problem tracking and processing system, and a user experience improvement system; the demand information analysis system includes a first analysis subsystem and a second analysis subsystem, and the second analysis subsystem includes a vehicle quality analysis device and a vehicle experience analysis device;

[0142] The human-computer interaction system is configured to obtain the demand information of the vehicle user;

[0143] The vehicle / user information acquisition system is configured to acquire vehicle information and user information corresponding to the vehicle user;

[0144] The demand information recognition system is configured to identify problems in the demand information acquired by the human-computer interaction system, and determine whether there is a demand problem related to the problem identification result according to the problem identification result. If so, the demand problem is sent to the first analysis subsystem; if not, the problem category of the demand information is determined, and the problem identification result is sent to the corresponding device in the second analysis subsystem according to the problem category. The problem category includes vehicle quality problems and vehicle experience problems;

[0145] The first analysis subsystem is configured to match the received demand problem with preset feedback information, and send the matched feedback information to the human-computer interaction system;

[0146] The vehicle quality analysis device is configured to perform quality problem analysis on the received problem identification result and the corresponding vehicle information and user information, and send quality feedback information to the human-computer interaction system according to the quality problem analysis result; the vehicle quality analysis device is further configured to send a demand to the quality problem tracking and processing system when it cannot provide a solution for the current vehicle quality problem. The quality problem tracking and processing system is configured to perform in-depth quality problem analysis on the demand and the corresponding vehicle information and user information, and send in-depth quality feedback information to the human-computer interaction system according to the in-depth quality problem analysis result;

[0147] The vehicle experience analysis device is configured to perform experience problem analysis on the received problem identification result and the corresponding vehicle information and user information, and send experience feedback information to the human-computer interaction system according to the experience problem analysis result; the vehicle experience analysis device is further configured to acquire the high-quality demand problems in the problem identification result sent by the demand information recognition system, and send the high-quality demand problems to the user experience improvement system; the user experience improvement system is configured to perform in-depth experience problem analysis on the high-quality demand problems and the corresponding vehicle information and user information, and determine the in-depth experience feedback information corresponding to the high-quality demand problems according to the in-depth experience problem analysis result and send the in-depth experience feedback information to the human-computer interaction system; wherein, the in-depth experience feedback information includes a vehicle experience improvement plan, and the high-quality demand problems depend on a preset high-quality demand problem screening strategy;

[0148] The demand information analysis system is further configured to analyze the user characteristics of the vehicle user based on the user information and historical interaction information of the vehicle user, and the human-computer interaction system is further configured to adjust the output mode of the feedback information according to the user characteristics of the vehicle user; wherein, the historical interaction information includes historical demand information and historical feedback information related to the historical demand information;

[0149] The information interaction platform is further configured to:

[0150] Perform big data analysis on the historical demand information, and obtain high-risk demand information in the historical demand information, as well as vehicle information and user information related to the high-risk demand information according to the big data analysis result;

[0151] Send high-risk demand feedback information to the human-computer interaction system according to the high-risk demand information and its related vehicle information and user information;

[0152] Wherein, the high-risk demand feedback information includes warning information and a solution to the high-risk demand information; the human-computer interaction system is an in-vehicle communication system or a mobile communication system, and the demand information includes text information, and / or image information, and / or voice information, and / or video information.

[0153] Solution 13. An information interaction method, characterized in that the information interaction method includes:

[0154] Receiving the demand information of the vehicle user obtained by the human-computer interaction system;

[0155] Obtaining the vehicle information and user information corresponding to the vehicle user;

[0156] Identifying problems in the received demand information;

[0157] Obtaining feedback information corresponding to the demand information according to the problem identification result, the vehicle information and the user information, and sending the feedback information to the human-computer interaction system for output.

[0158] Solution 14. The information interaction method according to Solution 13, characterized in that the step of "obtaining feedback information corresponding to the demand information according to the problem identification result, the vehicle information and the user information" specifically includes:

[0159] Judging whether there is a demand problem related to the problem identification result according to the problem identification result,

[0160] If it exists, matching the preset feedback information according to the demand problem, and sending the matched feedback information to the human-computer interaction system.

[0161] Solution 15. The information interaction method according to Solution 14, characterized in that the step of "obtaining feedback information corresponding to the requirement information according to the problem recognition result, the vehicle information, and the user information" further includes:

[0162] If there is no requirement problem related to the problem recognition result, determine the problem category of the requirement information.

[0163] When the problem category of the requirement information is a vehicle quality problem, perform quality problem analysis according to the problem recognition result and the corresponding vehicle information and user information, and send quality feedback information to the human-computer interaction system according to the quality problem analysis result.

[0164] When the problem category of the requirement information is a vehicle experience problem, perform experience problem analysis according to the problem recognition result and the corresponding vehicle information and user information, and send experience feedback information to the human-computer interaction system according to the experience problem analysis result.

[0165] Solution 16. The information interaction method according to Solution 15, characterized in that when the step of "performing quality problem analysis according to the problem recognition result and the corresponding vehicle information and user information, and sending quality feedback information to the human-computer interaction system" cannot provide a solution for the current vehicle quality problem, the information interaction method further includes:

[0166] Perform in-depth quality problem analysis on the current vehicle quality problem and the corresponding vehicle information and user information, and send in-depth quality feedback information to the human-computer interaction system according to the in-depth quality problem analysis result.

[0167] Solution 17. The information interaction method according to Solution 15, characterized in that after the step of "performing experience problem analysis according to the problem recognition result and the corresponding vehicle information and user information, and sending experience feedback information to the human-computer interaction system", the information interaction method further includes:

[0168] Obtain high-quality requirement problems in the problem recognition result.

[0169] Perform in-depth experience problem analysis on the high-quality requirement problems and the corresponding vehicle information and user information, determine in-depth experience feedback information corresponding to the high-quality requirement problems according to the in-depth experience problem analysis result, and send the in-depth experience feedback information to the human-computer interaction system.

[0170] Wherein, the in-depth experience feedback information includes a vehicle experience improvement plan, and the high-quality requirement problems depend on a preset high-quality requirement problem screening strategy.

[0171] Solution 18. The information interaction method according to Solution 13, characterized in that the information interaction method further includes:

[0172] Performing big data analysis on historical demand information, and obtaining high-risk demand information in the historical demand information, as well as vehicle information and user information related to the high-risk demand information according to the big data analysis result;

[0173] Sending high-risk demand feedback information to the human-computer interaction system according to the high-risk demand information and its related vehicle information and user information;

[0174] Wherein, the high-risk demand feedback information includes an alarm message and a solution to the high-risk demand information.

[0175] Solution 19. The information interaction method according to any one of Solutions 13 to 18, characterized in that the information interaction method further includes:

[0176] Analyzing the user characteristics of the vehicle user according to the user information and historical interaction information of the vehicle user, so that the human-computer interaction system can adjust the output mode of the feedback information according to the user characteristics of the vehicle user;

[0177] Wherein, the historical interaction information includes historical demand information and historical feedback information related to the historical demand information.

[0178] Solution 20. The information interaction method according to Solution 19, characterized in that the demand information includes text information, and / or image information, and / or voice information, and / or video information.

[0179] Solution 21. The information interaction method according to Solution 19, characterized in that the human-computer interaction system is an in-vehicle communication system or a mobile communication system.

[0180] Solution 22. An information interaction method, characterized in that the information interaction method includes:

[0181] Step S1: Receiving the demand information of the vehicle user obtained by the human-computer interaction system;

[0182] Step S2: Obtaining the vehicle information and user information corresponding to the vehicle user;

[0183] Step S3: Identifying problems with the received demand information and judging whether there is a demand problem related to the problem identification result according to the problem identification result: if so, go to Step S4; if not, go to Step S5;

[0184] Step S4: Match the preset feedback information according to the requirement problem, and send the matched feedback information to the human-computer interaction system;

[0185] Step S5: Determine the problem category of the requirement information: If the problem category is a vehicle quality problem, go to Step S6; if the problem category is a vehicle experience problem, go to Step S8;

[0186] Step S6: Perform quality problem analysis based on the problem identification result and the corresponding vehicle information and user information, and send quality feedback information to the human-computer interaction system according to the quality problem analysis result;

[0187] Step S7: When a solution cannot be provided for the current vehicle quality problem, perform in-depth quality problem analysis on the current vehicle quality problem and the corresponding vehicle information and user information, and send in-depth quality feedback information to the human-computer interaction system according to the in-depth quality problem analysis result;

[0188] Step S8: Perform experience problem analysis based on the problem identification result and the corresponding vehicle information and user information, and send experience feedback information to the human-computer interaction system according to the experience problem analysis result;

[0189] Step S9: Obtain the high-quality requirement problems in the problem identification result; the high-quality requirement problems depend on the preset high-quality requirement problem screening strategy;

[0190] Step S10: Perform in-depth experience problem analysis on the high-quality requirement problems and the corresponding vehicle information and user information, determine the in-depth experience feedback information corresponding to the high-quality requirement problems according to the in-depth experience problem analysis result, and send the in-depth experience feedback information to the human-computer interaction system; the in-depth experience feedback information includes a vehicle experience improvement plan,

[0191] The information interaction method further includes:

[0192] Perform big data analysis on historical requirement information, and obtain the high-risk requirement information in the historical requirement information and the vehicle information and user information related to the high-risk requirement information according to the big data analysis result;

[0193] Send high-risk requirement feedback information to the human-computer interaction system according to the high-risk requirement information and the related vehicle information and user information;

[0194] Wherein, the high-risk requirement feedback information includes an alarm message and a solution to the high-risk requirement information;

[0195] The information interaction method further includes:

[0196] Analyze the user characteristics of the vehicle user based on the user information and historical interaction information of the vehicle user, so that the human-computer interaction system can adjust the output mode of the feedback information according to the user characteristics of the vehicle user;

[0197] Among them, the historical interaction information includes historical demand information and historical feedback information related to the historical demand information.

[0198] Solution 23. A storage device, in which multiple programs are stored, and is characterized in that the programs are adapted to be loaded by a processor to execute the information interaction method described in any one of Solutions 13 to 22.

[0199] Solution 24. A control device, including a processor and a storage device, the storage device being adapted to store multiple programs, and is characterized in that the programs are adapted to be loaded by the processor to execute the information interaction method described in any one of Solutions 13 to 22. Description of the Drawings

[0200] Figure 1 is a schematic diagram of the main structure of an information interaction platform according to an embodiment of the present invention;

[0201] Figure 2 is a schematic diagram of the main structure of an information interaction platform according to another embodiment of the present invention;

[0202] Figure 3 is a schematic diagram of the main steps of an information interaction method according to an embodiment of the present invention;

[0203] Figure 4 is a schematic diagram of the main steps of an information interaction method according to another embodiment of the present invention. Detailed Embodiments

[0204] The preferred embodiments of the present invention will be described below with reference to the accompanying drawings. Those skilled in the art should understand that these embodiments are only used to explain the technical principles of the present invention and are not intended to limit the protection scope of the present invention.

[0205] The information interaction platform provided by the present invention will be described below with reference to the accompanying drawings.

[0206] Refer to the attached Figure 1 , Figure 1 exemplarily shows a schematic diagram of the main structure of the information interaction platform in this embodiment. As Figure 1 shown, the information interaction platform in this embodiment mainly includes a human-computer interaction system 1, a vehicle / user information acquisition system 2, a demand information analysis system 3, and a demand information recognition system 4.

[0207] Specifically, the human-machine interaction system 1 refers to a system that can obtain the demand information of vehicle users. This system can be an in-vehicle communication system or a mobile communication system. Optionally, in this embodiment, the human-machine interaction system 1 can be the mobile communication system of vehicle users, and vehicle users can directly input the demand information into the mobile communication system. The human-machine interaction system 1 can also be the mobile communication system of vehicle service personnel. Vehicle users can inform vehicle service personnel of the demand information, and then the vehicle service personnel input the demand information into the mobile communication system. Among them, the demand information can include text information, and / or image information, and / or voice information, and / or video information. The content of the demand information can be a request to solve vehicle failure problems or a request to improve vehicle functions and structures and other experiential problems.

[0208] The vehicle / user information acquisition system 2 can acquire the vehicle information and user information corresponding to vehicle users. The vehicle information can include some or all of the information related to the vehicle, such as vehicle model information, in-vehicle software information, and vehicle maintenance information, etc. The user information can include the personal information of vehicle users (such as name, occupation, and communication method, etc.) and / or the historical interaction information of vehicle users on the information interaction platform (including historical demand information and related historical feedback information), etc. Optionally, in this embodiment, when applying the Figure 1 shown information interaction platform to the Internet of Vehicles, if there is an information acquisition system preset in the Internet of Vehicles for acquiring vehicle information and user information, then the vehicle / user information acquisition system 2 can interact with this information acquisition system to acquire the vehicle information and user information corresponding to vehicle users; if there is no information acquisition system preset in the Internet of Vehicles for acquiring vehicle information and user information, then the vehicle / user information acquisition system 2 can communicate with relevant in-vehicle devices preset in the vehicle to acquire vehicle information and / or user information, or communicate with the back-end server in the Internet of Vehicles to acquire vehicle information and / or user information.

[0209] The demand information recognition system 4 can identify problems with the demand information acquired by the human-machine interaction system 1. The demand information analysis system 3 can, according to the problem recognition result of the demand information recognition system 4 and the vehicle information and user information acquired by the vehicle / user information acquisition system 2, obtain the feedback information corresponding to the demand information and send the feedback information to the human-machine interaction system 1 for output. Among them, the feedback information can be a response message to the demand information (such as a response message indicating that the demand information has been received or a consultation message for the demand information, etc.), or a technical solution that can solve the problem raised by the demand information (such as if the demand information is a failure of a component in the vehicle, the feedback information can be an operation method to solve the component failure).

[0210] In an alternative implementation of this embodiment, Figure 1The demand information analysis system 3 in the shown information interaction platform can also analyze the user characteristics of vehicle users based on the user information and historical interaction information of the vehicle users. The human-computer interaction system 1 can also adjust the output mode of the feedback information according to the user characteristics of the vehicle users analyzed by the demand information analysis system 3. In this implementation solution, the historical interaction information can include historical demand information and the corresponding feedback information for each historical demand information. User characteristics refer to information that can describe the behavior characteristics of users. The human-computer interaction system 1 can select the output mode corresponding to the user characteristics to output the feedback information, thereby significantly improving the user experience of the information interaction platform. For example, when the user characteristic is to use voice interaction, the human-computer interaction system can convert the feedback information into voice information for output.

[0211] In another optional implementation solution of this embodiment, Figure 1 the shown information interaction platform can also include a quality problem tracking and processing system and a user experience improvement system, and the demand information analysis system can include multiple analysis subsystems. The following combines the attached Figure 2 to specifically describe the information interaction platform in this optional implementation solution.

[0212] Such as Figure 2 shown, the information interaction platform in this implementation solution can also include a quality problem tracking and processing system 5 and a user experience improvement system 6. The demand information analysis system 3 mainly includes a first analysis subsystem 31 and a second analysis subsystem 32. The second analysis subsystem 32 can include a vehicle quality analysis device 321 and a vehicle experience analysis device 322.

[0213] Specifically, the demand information recognition system 4 can identify problems in the demand information obtained by the human-computer interaction system (not shown) and determine whether there is a demand problem related to the problem recognition result based on the problem recognition result. If so, it sends the demand problem to the first analysis subsystem 31; if not, it further determines the problem category of the demand information and sends the problem recognition result to the corresponding device in the second analysis subsystem 32 according to the determined problem category. In this implementation solution, the demand problem compared with the problem recognition result can be a pre-constructed problem or a problem identified based on the historical interaction information of vehicle users.

[0214] The first analysis subsystem 31 can match the preset feedback information according to the received demand problem and send the matched feedback information to the human-computer interaction system (not shown). In this implementation solution, the preset feedback information and the corresponding demand problems can be stored in a database, and the feedback information matching the demand problem received by the first analysis subsystem 31 is obtained from this database through artificial intelligence technology.

[0215] The vehicle quality analysis device 321 in the second analysis subsystem 32 can perform quality problem analysis on the received problem identification results and the corresponding vehicle information and user information, and send quality feedback information to the human-machine interaction system (not shown) according to the quality problem analysis results. At the same time, when the vehicle quality analysis device 321 cannot provide a solution for the current vehicle quality problem, it can send a requirement to the quality problem tracking and handling system 5, and the quality problem tracking and handling system 5 can perform in-depth quality problem analysis on the requirement and the corresponding vehicle information and user information, and send in-depth quality feedback information to the human-machine interaction system (not shown) according to the in-depth quality problem analysis results.

[0216] Specifically, if the vehicle quality analysis device 321 can provide a solution for the problem identification result, the vehicle quality analysis device 321 will send the solution to the human-machine interaction system; if the vehicle quality analysis device 321 cannot provide a solution for the problem identification result, the vehicle quality analysis device 321 will send a requirement to the quality problem tracking and handling system 5. After receiving the requirement, the quality problem tracking and handling system 5 performs in-depth quality problem analysis on the problem identification result and sends the solution that can solve the problem identification result to the human-machine interaction system. Optionally, when the vehicle quality analysis device 321 cannot provide a solution for the problem identification result, the vehicle quality analysis device 321 can send a short-term solution to the human-machine interaction system. After the quality problem tracking and handling system 5 performs in-depth quality problem analysis on the problem identification result, it will send a long-term solution to the human-machine interaction system. The quality problem tracking and handling system 5 can also send the solution to the vehicle quality analysis device 321, and then the vehicle quality analysis device 321 will send the solution to the human-machine interaction system.

[0217] Optionally, in this embodiment, the information interaction platform can also perform big data analysis on historical demand information, obtain high-risk demand information in the historical demand information, vehicle information, and user information related to the high-risk demand information according to the big data analysis results, and send high-risk demand feedback information to the human-computer interaction system according to the obtained high-risk demand information, its related vehicle information, and user information. The high-risk demand feedback information includes an alarm message and a solution to the high-risk demand information. Specifically, the information interaction platform can obtain the problem identification results of the historical demand information, count the occurrence times and occurrence time of each problem identification result, and then obtain the occurrence frequency of each problem identification result according to the statistical results, and determine whether the occurrence frequency is greater than or equal to the frequency threshold. If the occurrence frequency is greater than or equal to the frequency threshold, the problem identification result corresponding to the occurrence frequency is high-risk demand information. The information interaction platform then analyzes the causes of the high-risk demand information according to the vehicle information and user information related to these high-risk demand information, and then determines the solution to the high-risk demand information according to the analyzed causes, and sends the solution to the high-risk demand information and the alarm message to the human-computer interaction system.

[0218] For example, after the information interaction platform performs big data analysis on historical demand information, it is obtained that the occurrence frequency of the problem of "water droplets affecting the reverse view of the reverse camera" reported by vehicle users in the south of the Yangtze River region between May and July is greater than the preset frequency threshold. Thus, it can be confirmed that the problem of "water droplets affecting the reverse view of the reverse camera" occurring in the south of the Yangtze River region between May and July is high-risk demand information. Furthermore, vehicle users in the south of the Yangtze River region can be analyzed according to the vehicle information and user information, and an alarm message (such as a text message or a phone reminder) and a solution (such as adding a waterproof component to the reverse camera) can be sent to the human-computer interaction system associated with these vehicle users during May to July.

[0219] Furthermore, the vehicle experience analysis device 322 in the second analysis subsystem 32 can perform experience problem analysis on the received problem identification results, corresponding vehicle information, and user information, and send experience feedback information to the human-computer interaction system (not shown) according to the experience problem analysis results. The experience feedback information can include a response message in response to the demand information. The response message can be a message indicating that the demand information has been received, or it can also be a consultation message for the demand information. For example, when the demand information is "hoping to set up an umbrella rack in the car", the response message can be "Improvement suggestions have been received, thank you", and the response message can also be "May I ask where you hope to set up the umbrella rack and what requirements you have for the structure of the umbrella rack".

[0220] Meanwhile, the vehicle experience analysis device 322 can also obtain high-quality demand problems in the problem recognition results sent by the demand information recognition system 4, and send the high-quality demand problems to the user experience improvement system 6. The user experience improvement system 6 can conduct in-depth experience problem analysis on the high-quality demand problems, the corresponding vehicle information, and user information, determine the in-depth experience feedback information corresponding to the high-quality demand problems according to the in-depth experience problem analysis results, and send the in-depth experience feedback information to the human-computer interaction system (not shown). The in-depth experience feedback information includes a vehicle experience improvement plan, and the high-quality demand problems depend on a preset high-quality demand problem screening strategy. Optionally, the user experience improvement system 6 can also send the vehicle experience improvement plan to the vehicle experience analysis device 322, and then the vehicle experience analysis device 322 sends it to the human-computer interaction system.

[0221] Optionally, the preset high-quality demand problem screening strategy may include one or more preset screening conditions. For example, the screening condition may be that the occurrence frequency of the demand problem is greater than or equal to a preset frequency threshold, and the screening condition may also be that the demand problem meets the product strategy requirements of a preset vehicle manufacturer.

[0222] It should be noted that although the above two specific implementation manners of the screening conditions are provided in this embodiment, it is easy for those skilled in the art to understand that the protection scope of the present invention is obviously not limited to these specific implementation manners. Without departing from the principle of the present invention, those skilled in the art can change the screening conditions and / or add screening conditions, so as to select the demand problems that meet the preset screening conditions from a large number of problem recognition results as high-quality demand problems. These technical solutions after such changes or replacements will all fall within the protection scope of the present invention.

[0223] Those skilled in the art can understand that the above information interaction platform also includes some other well-known structures, such as a processor, a controller, a memory, etc. Among them, the memory includes but is not limited to random access memory, flash memory, read-only memory, programmable read-only memory, volatile memory, non-volatile memory, serial memory, parallel memory, or registers, etc. The processor includes but is not limited to CPLD / FPGA, DSP, ARM processor, MIPS processor, etc. In order not to unnecessarily obscure the embodiments of the present disclosure, these well-known structures are not shown in Figure 1 and 2 are shown.

[0224] The following describes an information interaction method provided by the present invention with reference to the accompanying drawings.

[0225] Refer to the attached Figure 3 , Figure 3 which exemplarily shows the main steps of the information interaction method in this embodiment. As Figure 3As shown in the figure, in this embodiment, the vehicle manufacturer can interact with the vehicle user according to the following steps:

[0226] Step S101: Receive the demand information of the vehicle user obtained by the human-computer interaction system. Specifically, the human-computer interaction system and the demand information in this embodiment are the same as those in the above information interaction platform embodiment. For the sake of brevity, they will not be elaborated here.

[0227] Step S102: Obtain the vehicle information and user information corresponding to the vehicle user. Specifically, the vehicle information and user information in this embodiment are the same as those in the above information interaction platform embodiment. For the sake of brevity, they will not be elaborated here.

[0228] Step S103: Identify the problem in the received demand information.

[0229] Step S104: Obtain the feedback information corresponding to the demand information according to the problem identification result, vehicle information, and user information, and send the feedback information to the human-computer interaction system for output.

[0230] Specifically, in this embodiment, the feedback information corresponding to the demand information can be obtained according to the following steps:

[0231] Step 1: Determine whether there is a demand problem related to the problem identification result according to the problem identification result. Specifically, if there is a demand problem related to the problem identification result, go to Step 2; if there is no demand problem related to the problem identification result, go to Step 3. Among them, the demand problem in this embodiment is the same as the demand problem in the above information interaction platform embodiment. For the sake of brevity, it will not be elaborated here.

[0232] Step 2: Match the preset feedback information according to the demand problem and send the matched feedback information to the human-computer interaction system.

[0233] Step 3: Determine the problem category of the demand information. Specifically, when the problem category of the demand information is a vehicle quality problem, go to Step 4; when the problem category of the demand information is a vehicle experience problem, go to Step 5.

[0234] Step 4: Conduct a quality problem analysis according to the problem identification result and the corresponding vehicle information and user information, and send quality feedback information to the human-computer interaction system according to the quality problem analysis result. In this embodiment, when a solution cannot be provided for the current vehicle quality problem, Figure 3 The information interaction method shown can also conduct a deep quality problem analysis on the current vehicle quality problem and the corresponding vehicle information and user information, and send deep quality feedback information to the human-computer interaction system according to the deep quality problem analysis result.

[0235] It should be noted that the quality feedback information and the in-depth quality feedback information in this embodiment are the same as the quality feedback information and the in-depth quality feedback information in the above information interaction platform embodiment respectively. For the sake of brevity, they will not be elaborated here.

[0236] Step 5: Analyze the experience problems based on the problem identification results and the corresponding vehicle information and user information, and send experience feedback information to the human-computer interaction system according to the results of the experience problem analysis. Optionally, in this embodiment Figure 3 The information interaction method shown can also obtain the high-quality demand problems in the problem identification results, conduct in-depth experience problem analysis on the high-quality demand problems and the corresponding vehicle information and user information, determine the in-depth experience feedback information corresponding to the high-quality demand problems according to the results of the in-depth experience problem analysis, and send the in-depth experience feedback information to the human-computer interaction system. Among them, the in-depth experience feedback information includes vehicle experience improvement plans, and the high-quality demand problems depend on the preset high-quality demand problem screening strategy.

[0237] It should be noted that the experience feedback information and the in-depth experience feedback information in this embodiment are the same as the experience feedback information and the in-depth experience feedback information in the above information interaction platform embodiment respectively. For the sake of brevity, they will not be elaborated here.

[0238] Furthermore, in this embodiment Figure 3 The information interaction method shown can also carry out early warning of high-risk demand information according to the following steps:

[0239] Step 1: Conduct big data analysis on historical demand information, and obtain the high-risk demand information in the historical demand information and the corresponding vehicle information and user information related to the high-risk demand information according to the results of the big data analysis.

[0240] Step 2: Send high-risk demand feedback information to the human-computer interaction system according to the high-risk demand information and the corresponding vehicle information and user information. Among them, the high-risk demand feedback information includes warning information and solutions to high-risk demand information.

[0241] It should be noted that the high-risk demand information in this embodiment is the same as the high-risk demand information in the above information interaction platform embodiment. For the sake of brevity, it will not be elaborated here.

[0242] Furthermore, in this embodiment Figure 3 The information interaction method shown can also analyze the user characteristics of vehicle users based on the user information and historical interaction information of vehicle users, so that the human-computer interaction system can adjust the output mode of feedback information according to the user characteristics of vehicle users.

[0243] It should be noted that the user characteristics in this embodiment are the same as those in the above-mentioned information interaction platform embodiment. For the sake of brevity, they will not be elaborated here.

[0244] The following will describe another information interaction method provided by the present invention with reference to the accompanying drawings. Refer to the attached Figure 4 , Figure 4 which exemplarily shows the main steps of the information interaction method in this embodiment. As Figure 4 shown, in this embodiment, the vehicle manufacturer can interact with the vehicle user according to the following steps:

[0245] Step S201: Receive the demand information of the vehicle user obtained by the human-computer interaction system.

[0246] Step S202: Obtain the vehicle information and user information corresponding to the vehicle user.

[0247] Step S203: Identify the problem in the demand information.

[0248] Step S204: Determine whether there is a related demand problem according to the problem identification result. Specifically, if there is a demand problem related to the problem identification result, go to step S205; if there is no demand problem related to the problem identification result, go to step S206.

[0249] Step S205: Match the preset feedback information according to the demand problem, and send the matched feedback information to the human-computer interaction system.

[0250] Step S206: Determine the problem category of the demand information: if the problem category is a vehicle quality problem, go to step S207; if it is a vehicle experience problem, go to step S209.

[0251] Step S207: Conduct a quality problem analysis based on the problem identification result and the corresponding vehicle information and user information, and send quality feedback information to the human-computer interaction system according to the quality problem analysis result.

[0252] Step S208: When a solution cannot be provided for the current vehicle quality problem, conduct a deep quality problem analysis on the current vehicle quality problem and the corresponding vehicle information and user information, and send deep quality feedback information to the human-computer interaction system according to the deep quality problem analysis result.

[0253] Step S209: Conduct an experience problem analysis based on the problem identification result and the corresponding vehicle information and user information, and send experience feedback information to the human-computer interaction system according to the experience problem analysis result.

[0254] Step S210: Obtain the high-quality demand problems in the problem identification result.

[0255] Step S211: Conduct in-depth experience problem analysis on high-quality demand problems and the corresponding vehicle information and user information, determine the in-depth experience feedback information corresponding to the high-quality demand problems according to the results of the in-depth experience problem analysis, and send the in-depth experience feedback information to the human-computer interaction system.

[0256] Step S212: Conduct big data analysis on historical demand information, and obtain high-risk demand information in the historical demand information and the corresponding vehicle information and user information related to the high-risk demand information according to the results of the big data analysis.

[0257] Step S213: Send high-risk demand feedback information to the human-computer interaction system according to the high-risk demand information and the corresponding vehicle information and user information.

[0258] In the above embodiments, although each step is described in the above sequential order, those skilled in the art can understand that in order to achieve the effects of this embodiment, different steps do not have to be executed in such an order. They can be executed simultaneously (in parallel) or in a reversed order, and these simple changes are all within the protection scope of the present invention.

[0259] Based on the above embodiment of the information interaction method, the embodiment of the present invention further provides a storage device, in which multiple programs are stored, and these programs are adapted to be loaded by a processor to execute the information interaction method described in the above method embodiment.

[0260] Further, based on the above embodiment of the information interaction method, the embodiment of the present invention further provides a control device, which may include a processor and a storage device. The storage device may be adapted to store multiple programs, and these programs are adapted to be loaded by a processor to execute the information interaction method described in the above method embodiment.

[0261] Those skilled in the art can understand that although some embodiments described herein include certain features included in other embodiments rather than other features, the combination of the features of different embodiments means that it is within the scope of the present invention and forms different embodiments. For example, in the claims of the present invention, any one of the claimed embodiments can be used in any combination.

[0262] The present invention can also be implemented as a device or device program (such as a PC program and a PC program product) for executing part or all of the methods described herein. Such a program for implementing the present invention can be stored on a PC-readable medium, or can have the form of one or more signals. Such signals can be downloaded from an Internet website, or provided on a carrier signal, or provided in any other form.

[0263] It should be noted that the above embodiments illustrate the present invention rather than limit the present invention, and those skilled in the art can design alternative embodiments without departing from the scope of the appended claims. In the claims, the word "comprising" does not exclude the presence of elements or steps not listed in the claims. The present invention can be implemented by means of hardware including several different elements and by means of a suitably programmed PC. The use of the words first and second does not denote any order and these words can be interpreted as names.

[0264] So far, the technical solution of the present invention has been described in conjunction with the preferred embodiments shown in the accompanying drawings. However, it is easy for those skilled in the art to understand that the protection scope of the present invention is obviously not limited to these specific embodiments. Without departing from the principle of the present invention, those skilled in the art can make equivalent changes or substitutions to the relevant technical features, and the technical solutions after these changes or substitutions will all fall within the protection scope of the present invention.

Claims

1. An information interaction platform, characterized in that, the information interaction platform includes: A human-computer interaction system configured to obtain the demand information of vehicle users; A vehicle / user information acquisition system configured to obtain the vehicle information and user information corresponding to the vehicle user; A demand information recognition system configured to identify problems in the demand information; A demand information analysis system configured to obtain the feedback information corresponding to the demand information according to the problem recognition result of the demand information recognition system, the vehicle information and the user information, and send the feedback information to the human-computer interaction system for output; wherein, the demand information analysis system includes a first analysis subsystem and a second analysis subsystem, and the second analysis subsystem includes a vehicle quality analysis device and a vehicle experience analysis device; the demand information recognition system is further configured to: determine whether there is a demand problem related to the problem recognition result; if so, send the demand problem to the first analysis subsystem; if not, determine the problem category of the demand information, the problem category includes vehicle quality problems and vehicle experience problems, and send the problem recognition result to the vehicle quality analysis device or the vehicle experience analysis device according to the problem category; the first analysis subsystem is used to match the preset feedback information according to the demand problem and send the feedback information to the human-computer interaction system; the vehicle quality analysis device is used to analyze the quality problems of the problem recognition result, vehicle information and user information, and send quality feedback information to the human-computer interaction system according to the quality problem analysis result; the vehicle experience analysis device is used to analyze the experience problems of the problem recognition result, vehicle information and user information, and send experience feedback information to the human-computer interaction system according to the experience problem analysis result.

2. The information interaction platform according to claim 1, characterized in that, the information interaction platform further includes a quality problem tracking and processing system. If the vehicle quality analysis device cannot provide a solution for the current vehicle quality problem, it sends a demand to the quality problem tracking and processing system, and the quality problem tracking and processing system is configured to perform in-depth quality problem analysis on the demand and the corresponding vehicle information and user information, and send in-depth quality feedback information to the human-computer interaction system according to the in-depth quality problem analysis result.

3. The information interaction platform according to claim 1, characterized in that, the information interaction platform further includes a user experience improvement system; the vehicle experience analysis device is further configured to obtain the high-quality demand problems in the problem recognition results sent by the demand information recognition system, and send the high-quality demand problems to the user experience improvement system; the user experience improvement system is configured to perform in-depth experience problem analysis on the high-quality demand problems and the corresponding vehicle information and user information, determine the in-depth experience feedback information corresponding to the high-quality demand problems according to the in-depth experience problem analysis result, and send the in-depth experience feedback information to the human-computer interaction system; Among them, the in-depth experience feedback information includes a vehicle experience improvement plan, and the high-quality demand problem depends on a preset high-quality demand problem screening strategy.

4. The information interaction platform according to claim 1, characterized in that the information interaction platform is further configured to: perform big data analysis on historical demand information, and obtain high-risk demand information in the historical demand information, as well as vehicle information and user information related to the high-risk demand information according to the big data analysis result; send high-risk demand feedback information to the human-computer interaction system according to the high-risk demand information and its related vehicle information and user information; wherein, the high-risk demand feedback information includes an alarm message and a solution to the high-risk demand information.

5. The information interaction platform according to any one of claims 1 to 4, characterized in that the demand information analysis system is further configured to analyze the user characteristics of the vehicle user according to the user information and historical interaction information of the vehicle user; the human-computer interaction system is further configured to adjust the output mode of the feedback information according to the user characteristics of the vehicle user; wherein, the historical interaction information includes historical demand information and historical feedback information related to the historical demand information.

6. The information interaction platform according to claim 5, characterized in that the demand information includes text information, and / or image information, and / or voice information, and / or video information.

7. The information interaction platform according to claim 5, characterized in that the human-computer interaction system is a vehicle-mounted communication system or a mobile communication system.

8. An information interaction platform, characterized in that it includes a human-computer interaction system, a vehicle / user information acquisition system, a demand information analysis system, a demand information recognition system, a quality problem tracking and processing system, and a user experience improvement system; the demand information analysis system includes a first analysis subsystem and a second analysis subsystem, and the second analysis subsystem includes a vehicle quality analysis device and a vehicle experience analysis device; the human-computer interaction system is configured to acquire the demand information of the vehicle user; the vehicle / user information acquisition system is configured to acquire the vehicle information and user information corresponding to the vehicle user; the demand information recognition system is configured to identify problems with the demand information acquired by the human-computer interaction system, and judge whether there is a demand problem related to the problem identification result. If so, send the demand problem to the first analysis subsystem; if not, determine the problem category of the demand information, and send the problem identification result to the corresponding device in the second analysis subsystem according to the problem category, and the problem category includes vehicle quality problems and vehicle experience problems; the first analysis subsystem is configured to match the received demand problem with preset feedback information, and send the matched feedback information to the human-computer interaction system; the vehicle quality analysis device is configured to perform quality problem analysis on the received problem identification result and the corresponding vehicle information and user information, and send quality feedback information to the human-computer interaction system; The vehicle mass analysis device is further configured to send a requirement to the quality problem tracking and processing system when a solution cannot be provided for the current vehicle mass problem. The quality problem tracking and processing system is configured to perform in-depth quality problem analysis on the requirement, the corresponding vehicle information, and user information, and send in-depth quality feedback information to the human-computer interaction system according to the in-depth quality problem analysis result; The vehicle experience analysis device is configured to perform experience problem analysis on the received problem identification result, the corresponding vehicle information, and user information, and send experience feedback information to the human-computer interaction system according to the experience problem analysis result; The vehicle experience analysis device is further configured to obtain high-quality requirement problems in the problem identification results sent by the requirement information identification system, and send the high-quality requirement problems to the user experience improvement system; The user experience improvement system is configured to perform in-depth experience problem analysis on the high-quality requirement problems, the corresponding vehicle information, and user information, determine in-depth experience feedback information corresponding to the high-quality requirement problems according to the in-depth experience problem analysis result, and send the in-depth experience feedback information to the human-computer interaction system; wherein, the in-depth experience feedback information includes a vehicle experience improvement plan, and the high-quality requirement problems depend on a preset high-quality requirement problem screening strategy; The requirement information analysis system is further configured to analyze the user characteristics of the vehicle user according to the user information and historical interaction information of the vehicle user. The human-computer interaction system is further configured to adjust the output mode of the feedback information according to the user characteristics of the vehicle user; wherein, the historical interaction information includes historical requirement information and historical feedback information related to the historical requirement information; The information interaction platform is further configured to: Perform big data analysis on historical requirement information, and obtain high-risk requirement information in the historical requirement information, and the vehicle information and user information related to the high-risk requirement information according to the big data analysis result; Send high-risk requirement feedback information to the human-computer interaction system according to the high-risk requirement information, its related vehicle information, and user information; Wherein, the high-risk requirement feedback information includes an alarm message and a solution to the high-risk requirement information; the human-computer interaction system is an in-vehicle communication system or a mobile communication system, and the requirement information includes text information, and / or image information, and / or voice information, and / or video information.

9. An information interaction method, Characterized in that, The information interaction method includes: Receiving requirement information of a vehicle user obtained by a human-computer interaction system; Obtaining vehicle information and user information corresponding to the vehicle user; Performing problem identification on the received requirement information; Obtaining feedback information corresponding to the requirement information according to the problem identification result, the vehicle information, and user information, and sending the feedback information to the human-computer interaction system for output; Wherein, The obtaining of the feedback information corresponding to the requirement information includes: Determine whether there is already a requirement problem related to the problem recognition result according to the problem recognition result; if so, match the preset feedback information according to the requirement problem, and send the matched feedback information to the human-computer interaction system; If not, determine the problem category of the requirement information. When the problem category of the requirement information is a vehicle quality problem, perform a quality problem analysis according to the problem recognition result and the corresponding vehicle information and user information, and send quality feedback information to the human-computer interaction system according to the quality problem analysis result; when the problem category of the requirement information is a vehicle experience problem, perform an experience problem analysis according to the problem recognition result and the corresponding vehicle information and user information, and send experience feedback information to the human-computer interaction system according to the experience problem analysis result.

10. The information interaction method according to claim 9, characterized in that, When the step of "performing a quality problem analysis according to the problem recognition result and the corresponding vehicle information and user information, and sending quality feedback information to the human-computer interaction system according to the quality problem analysis result" cannot provide a solution for the current vehicle quality problem, the information interaction method further includes: Performing a deep quality problem analysis on the current vehicle quality problem and the corresponding vehicle information and user information, and sending deep quality feedback information to the human-computer interaction system according to the deep quality problem analysis result.

11. The information interaction method according to claim 9, characterized in that, After the step of "performing an experience problem analysis according to the problem recognition result and the corresponding vehicle information and user information, and sending experience feedback information to the human-computer interaction system", the information interaction method further includes: Obtaining high-quality requirement problems in the problem recognition result; Performing a deep experience problem analysis on the high-quality requirement problems and the corresponding vehicle information and user information, determining the deep experience feedback information corresponding to the high-quality requirement problems according to the deep experience problem analysis result, and sending the deep experience feedback information to the human-computer interaction system; wherein, the deep experience feedback information includes a vehicle experience improvement plan, and the high-quality requirement problems depend on a preset high-quality requirement problem screening strategy.

12. The information interaction method according to claim 9, characterized in that, The information interaction method further includes: Performing big data analysis on historical requirement information, and obtaining high-risk requirement information in the historical requirement information and the vehicle information and user information related to the high-risk requirement information according to the big data analysis result; Sending high-risk requirement feedback information to the human-computer interaction system according to the high-risk requirement information and the related vehicle information and user information; wherein, the high-risk requirement feedback information includes an alarm message and a solution to the high-risk requirement information.

13. The information interaction method according to any one of claims 9 to 12, characterized in that, The information interaction method further includes: Analyze the user characteristics of the vehicle user based on the user information and historical interaction information of the vehicle user, so that the human-computer interaction system can adjust the output mode of the feedback information according to the user characteristics of the vehicle user; Among them, the historical interaction information includes historical demand information and historical feedback information related to the historical demand information.

14. The information interaction method according to claim 13, characterized in that the demand information includes text information, and / or image information, and / or voice information, and / or video information.

15. The information interaction method according to claim 13, characterized in that the human-computer interaction system is an in-vehicle communication system or a mobile communication system.

16. An information interaction method, characterized in that the information interaction method includes: Step S1: Receive the demand information of the vehicle user obtained by the human-computer interaction system; Step S2: Obtain the vehicle information and user information corresponding to the vehicle user; Step S3: Identify the problem of the received demand information and judge whether there is a demand problem related to the problem identification result according to the problem identification result: if it exists, go to Step S4, if not, go to Step S5; Step S4: Match the preset feedback information according to the demand problem, and send the matched feedback information to the human-computer interaction system; Step S5: Determine the problem category of the demand information: if the problem category is a vehicle quality problem, go to Step S6, if the problem category is a vehicle experience problem, go to Step S8; Step S6: Conduct a quality problem analysis according to the problem identification result and the corresponding vehicle information and user information, and send quality feedback information to the human-computer interaction system according to the quality problem analysis result; Step S7: When a solution cannot be provided for the current vehicle quality problem, conduct a deep quality problem analysis on the current vehicle quality problem and the corresponding vehicle information and user information, and send deep quality feedback information to the human-computer interaction system according to the deep quality problem analysis result; Step S8: Conduct an experience problem analysis according to the problem identification result and the corresponding vehicle information and user information, and send experience feedback information to the human-computer interaction system according to the experience problem analysis result; Step S9: Obtain the high-quality demand problems in the problem identification result; the high-quality demand problems depend on the preset high-quality demand problem screening strategy; Step S10: Conduct a deep experience problem analysis on the high-quality demand problem and the corresponding vehicle information and user information, determine the deep experience feedback information corresponding to the high-quality demand problem according to the deep experience problem analysis result, and send the deep experience feedback information to the human-computer interaction system; the deep experience feedback information includes a vehicle experience improvement plan, The information interaction method further includes: Conduct a big data analysis on the historical demand information, and obtain the high-risk demand information in the historical demand information and the vehicle information and user information related to the high-risk demand information according to the big data analysis result; Send high-risk requirement feedback information to the human-machine interaction system according to the high-risk requirement information, its related vehicle information, and user information; Among them, the high-risk requirement feedback information includes an alarm message and a solution to the high-risk requirement information; The information interaction method further includes: Analyze the user characteristics of the vehicle user according to the user information and historical interaction information of the vehicle user, so that the human-machine interaction system can adjust the output mode of the feedback information according to the user characteristics of the vehicle user; Among them, the historical interaction information includes historical requirement information and historical feedback information related to the historical requirement information.

17. A storage device, in which multiple programs are stored, Characterized in that, The program is suitable for being loaded by a processor to execute the information interaction method according to any one of claims 9 to 16.

18. A control device, including a processor and a storage device, the storage device is suitable for storing multiple programs, Characterized in that, The program is suitable for being loaded by the processor to execute the information interaction method according to any one of claims 9 to 16.

Images