Method and device for providing service information

Abstract

The embodiment of the present application discloses a method and device for providing service information, the method comprising: collecting problem information fed back by users through an information publishing system; determining a target application identifier corresponding to the problem information; determining a service channel and service content for the problem information by calling an interface implemented in the target application; and sending the service content through the service channel. Through the embodiment of the present application, the user experience can be improved while avoiding too much cost for specific application system developers.

Description

Technical Field

[0001] The present application relates to the field of service information processing technology, and in particular to a method and device for providing service information. Background Art

[0002] In many network application service systems, customer service systems are provided to help companies or service providers fully communicate with users, including answering users' questions, providing users with complaint channels, conducting questionnaires on users, etc., so as to maximize customer satisfaction.

[0003] In the prior art, the customer service system usually acts as an information collector to answer specific questions for users one-on-one. For example, in the commodity object information service system, some consumer users may often encounter various problems during the shopping process, such as being unable to place orders normally or being unable to use coupons. If they cannot solve the problem by themselves, they may need to consult the customer service staff of the service system to seek solutions to the problem, etc. At this time, the specific degree of resolution of the problem usually depends on the professionalism of the customer service staff. If the customer service staff is not professional enough, they may not be able to provide a more effective solution.

[0004] In addition, in reality, when users encounter problems while using an application or service, they may only report problems or make complaints through the customer service system provided within the application or service system, but may also file complaints through a variety of different channels such as social networks. It is even more difficult to help users solve problems in a timely manner for complaints from other channels outside the system, because it requires a lot of manpower and time costs to discover such complaints against themselves, which may be unaffordable for most companies. However, if such problems cannot be discovered and resolved in a timely manner, it may not only affect the personal experience of the user who initiated the complaint, but may also cause a wider social impact.

[0005] Therefore, how to help the providers of specific applications or services more effectively resolve the problem feedback or complaints initiated by users during use has become a technical problem that needs to be solved by technical personnel in this field. Summary of the invention

[0006] The present application provides a method and device for providing service information, which can improve user experience while avoiding excessive cost investment by specific application developers.

[0007] This application provides the following solutions:

[0008] A method for providing service information, comprising:

[0009] Collect problem information fed back by users through the information release system;

[0010] Determine a target application identifier corresponding to the problem information;

[0011] Determine the service channel and service content for the problem information by calling the interface implemented in the target application;

[0012] The service content is sent through the service channel.

[0013] A method for providing service information, comprising:

[0014] Receiving an interface call request from a service system, wherein the call request carries problem information fed back by a user through an information publishing system;

[0015] Determine the service channels and service contents for the said problem information;

[0016] The information of the service channel and service content is returned to the service system so that the service system can send the service content through the service channel.

[0017] A method for providing service information, comprising:

[0018] Collect problem information fed back by users through the information release system;

[0019] Determine a target application identifier corresponding to the problem information;

[0020] Sending the problem information to the target application according to the target application identifier;

[0021] Receiving a service channel and service content for the problem information provided by the target application;

[0022] The service content is sent through the service channel.

[0023] A method for providing service information, comprising:

[0024] Receiving problem information sent by the service system, wherein the problem information is problem information fed back by the user through the information publishing system;

[0025] Determine the service channels and service contents for the said problem information;

[0026] The information of the service channel and service content is returned to the service system so that the service system can send the service content through the service channel.

[0027] A device for providing service information, comprising:

[0028] A problem information collection unit, used to collect problem information fed back by users through the information publishing system;

[0029] A target application identifier determining unit, used to determine a target application identifier corresponding to the problem information;

[0030] An interface calling unit, configured to determine a service channel and service content for the problem information by calling an interface implemented in the target application;

[0031] A service content sending unit is used to send the service content through the service channel.

[0032] A device for providing service information, comprising:

[0033] A call request receiving unit, used to receive an interface call request of a service system, wherein the call request carries problem information fed back by a user through an information publishing system;

[0034] A service strategy information determination unit, used to determine a service channel and service content for the problem information;

[0035] The service policy information returning unit is used to return the information of the service channel and service content to the service system so that the service system can send the service content through the service channel.

[0036] A device for providing service information, comprising:

[0037] A problem collection unit, used to collect problem information fed back by users through the information release system;

[0038] A target application identifier determining unit, used to determine a target application identifier corresponding to the problem information;

[0039] A problem information sending unit, configured to send the problem information to the target application according to the target application identifier;

[0040] A receiving unit, configured to receive a service channel and service content for the problem information provided by the target application;

[0041] A service content sending unit is used to send the service content through the service channel.

[0042] A device for providing service information, comprising:

[0043] A problem information receiving unit, used to receive problem information sent by the service system, wherein the problem information is problem information fed back by the user through the information publishing system;

[0044] An information determination unit, used to determine a service channel and service content for the problem information;

[0045] The information returning unit is used to return the information of the service channel and service content to the service system so that the service system can send the service content through the service channel.

[0046] According to the specific embodiments provided in this application, this application discloses the following technical effects:

[0047] Through the embodiments of the present application, service capabilities can be provided through the service system, and encapsulated into a standard interface, and this interface can be implemented in the business logic of a specific application. After that, the service system can execute the problem information fed back by users in multiple applications through multiple channels, and by calling the interface implemented in the specific application, the specific problem information can be matched with the application, and the service channel and service content corresponding to the specific problem can be determined. After that, the specific service content can be sent through the corresponding service channel. In the above implementation process, for the developer of a specific application, it is only necessary to implement the corresponding interface in advance according to the standard provided in the embodiments of the present application to provide services for its users. In this way, the user experience can be improved, and the specific feedback problems can be avoided from causing a wider social impact. At the same time, it does not require the specific application developer to invest too much cost.

[0048] Of course, any product implementing the present application does not necessarily need to achieve all of the advantages described above at the same time. BRIEF DESCRIPTION OF THE DRAWINGS

[0049] In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings required for use in the embodiments will be briefly introduced below. Obviously, the drawings described below are only some embodiments of the present application. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying creative work.

[0050] Figure 1 It is a schematic diagram of the system architecture provided by the embodiment of the present application;

[0051] Figure 2 is a flow chart of the first method provided in an embodiment of the present application;

[0052] Figure 3 is a flow chart of the second method provided in an embodiment of the present application;

[0053] Figure 4 is a flowchart of the third method provided in an embodiment of the present application;

[0054] Figure 5 is a flowchart of the fourth method provided in an embodiment of the present application;

[0055] Figure 6is a schematic diagram of a first device provided in an embodiment of the present application;

[0056] Figure 7 is a schematic diagram of a second device provided in an embodiment of the present application;

[0057] Figure 8 is a schematic diagram of a third device provided in an embodiment of the present application;

[0058] Fig. 9 is a schematic diagram of a fourth device provided in an embodiment of the present application;

[0059] Fig.10 It is a schematic diagram of an electronic device provided in an embodiment of the present application. DETAILED DESCRIPTION

[0060] The following will be combined with the drawings in the embodiments of the present application to clearly and completely describe the technical solutions in the embodiments of the present application. Obviously, the described embodiments are only part of the embodiments of the present application, not all of the embodiments. All other embodiments obtained by ordinary technicians in this field based on the embodiments in the present application belong to the scope of protection of this application.

[0061] In the embodiment of the present application, a service system may be provided, which may specifically exist in the form of an independent application or platform, etc., and is mainly used to provide the service capability of "active service", which may specifically include the collection of specific problem information, analysis of causes, determination of service strategies, issuance of specific service content, etc. Among them, since the problems reported by users are usually generated in the process of using a specific application, when analyzing the causes of the problems, it is possible to analyze the information such as the behaviors actually generated by the users in the process of using the application, so as to determine whether the problems reported are caused by system hardware problems, network problems, or the user's own problems, and then determine the service strategies according to the specific causes.

[0062] In order to enable the above scheme to be provided to a variety of specific applications, this service capability can also be encapsulated into a standard interface and provided to a specific application developer (for example, a specific enterprise, etc.), so that the developer can implement this interface according to the business logic inside the specific application and deploy it to the specific application. Of course, during the specific implementation, the specific developer can implement part or all of the above interfaces in the specific application according to actual needs. After that, the service system can help the enterprise to realize this service capability. Specifically, during the process of users using a specific application, if a problem feedback or complaint is made to the application through a certain channel, the service system can obtain specific service strategy information, including service channel information and service content information, etc., by calling the interface implemented by the corresponding application, and send the service content through the service channel. Among them, if the application also implements an interface for cause analysis and an interface for the scope of problem impact, these interfaces can also be called to determine the specific cause, scope of impact, etc., so as to provide active services for more users.

[0063] That is to say, in the embodiment of the present application, the service system can provide services for a variety of different applications. The specific services provided can be to provide active services to the user in response to the user's feedback / complaints during the use of a specific application, including comforting the user, or providing specific problem solutions, etc. Alternatively, in an optional manner, the impact range information of the same or a class of problems can be further determined, so as to provide active services to more users (including users who may encounter the same problem but have not yet provided feedback). In this process, the specific application developer only needs to implement the corresponding interface according to the SDK provided by the service system, combined with the business logic in his own application, and when the interface is called, execute the corresponding implementation and return the result to the service system, and the service system can help the application realize the above service capabilities. In this way, for the problems reported by users through the customer service system provided by the application, it can be answered more effectively without relying on the professional ability of the customer service staff; for the problem feedback or complaints made by users through social network platforms, it can also provide services to such users in a timely manner to avoid the existence of the problem and bring greater social impact.

[0064] For example, in specific implementation, the service system can provide an SDK package and provide the download address of the SDK. If an enterprise A needs to implement service capabilities for its own application A, it can download the SDK package, combine the business logic of the application A, implement the API therein, and deploy it in application A. Similarly, if an enterprise B also needs to implement service capabilities for its own application B, it can also download the SDK package, combine the business logic of the application B, implement the API therein, and deploy it in application B, etc. In this way, the service system can implement service capabilities for these applications that implement the above-mentioned standard interface API. In other words, specific enterprises A, B, etc. do not need to implement various specific functions such as data collection, cause analysis, service strategy generation, and service content delivery separately, but only need to implement the standard interface provided by the service system, and when the interface is called, return the corresponding processing results to the service system, and the service system can perform specific service content delivery and other processing. In this way, specific enterprises can provide better services to their users at a lower cost.

[0065] Among them, there may be multiple interfaces that need to be implemented for a specific application. For example, in a specific implementation, since the service system may collect a lot of questions, including user feedback on questions in a variety of different applications, the first interface for information matching can be implemented first. That is to say, after collecting some questions, the target application identifier corresponding to the specific question can be distinguished by calling this first interface. Specifically, this first interface for information matching can usually define information such as the identifier or keywords of the specific application. In this way, after this first interface is called, the application identifier corresponding to the problem information can be determined based on the application identifier, or keywords and other information included in the problem information. In specific implementation, for application developers, they only need to configure the identifier or keywords and other information of the specific application when implementing the above-mentioned first interface, and the specific judgment logic can be pre-implemented by the service system.

[0066] In addition, after determining the application corresponding to the specific problem, since the cause of the specific problem can be determined by analyzing the behavior log of the user during the use of the specific application, and this behavior log is usually generated inside the application, the interface implemented by the application may also include a second interface for analyzing the cause of the problem. After the above-mentioned second interface of a certain application is called, the behavior log information of the corresponding user in the application can be retrieved, and then the specific cause can be determined by analyzing this behavior log. Among them, in the specific process of analyzing the behavior log, a variety of more specific interfaces may be involved, for example, it may include an interface for identifying abnormal log records contained in the log, or, in the case where there is no abnormal log in the log, it can also be called to simulate user behavior. The interface can reproduce the problem by simulating user behavior, and then determine the specific cause of the problem, and so on.

[0067] Furthermore, after determining the cause of the problem, the service channels and service contents provided to users can also be configured differently according to the specific applications. Therefore, a third interface for providing service strategies can also be implemented in the specific application. In this way, after determining the cause of the specific problem, the third interface can be called so that the application can determine the specific service strategy and return it to the service system, and the service system can send the specific service content to the user through the corresponding service channel. For example, it can be sent through a social networking platform, or through a service hotline, text message, etc.

[0068] Furthermore, in a specific application, a fourth interface for predicting the impact scope of a problem can be implemented. In this way, after analyzing the cause of a specific problem, the fourth interface can be called to obtain information about the impact scope of the problem. The impact scope information can include users who may encounter the same problem but have not yet reported the problem. In this way, the service system can also provide the service content to clients associated with users within the impact scope through the service channel.

[0069] In the specific implementation, from the perspective of system architecture, in order to facilitate the service system to call the interface implemented in the specific application, the service system and the multiple applications that implement the interface can be located in the same deployment environment. It should be noted here that under the above architecture, the specific application can be a user of the same cloud service provider, that is, the developer of the application deploys the code of the specific application into the cloud service system and provides services to the outside through the cloud service system. In this way, the cloud service system can naturally obtain the key and other identification information of these applications. Furthermore, the service system provided by the embodiment of the present application can also be deployed in the above cloud service system, so that the service system can realize the call of the API implemented in the specific application by means of RPC (remote service call). That is to say, through the above method, value-added services are provided to users (enterprises, etc.) of the cloud service system. For example, an enterprise A purchases services in the cloud service system and deploys the application A developed by it to the cloud service system. At this time, the App corresponding to the application A can be used normally by users, but the relevant server code can run in the cloud service system. Among them, if the user of the above application A finds a problem in the process of using the above App, for example, in the application related to recharge, the user finds that the recharge fails multiple times, then the user may feedback or complain through the customer service system provided by the application A, or may also complain through some related social network platforms, etc. In this process, the service system provided by the embodiment of the present application can collect these problems, and as long as the enterprise A can implement the interface provided by the embodiment of the present application in its application A, the service capabilities provided by the service system can be realized.

[0070] Of course, in the specific implementation, the SDK package provided in the embodiment of the present application can also be provided to other applications outside the above-mentioned cloud service system for use. At this time, cross-application API calls can be implemented through protocols such as HTTP.

[0071] The specific technical solutions adopted in the embodiments of the present application are described in detail below.

[0072] Embodiment 1

[0073] First, this embodiment 1 provides a method for providing service information from the perspective of the service system. Figure 2 , the method may specifically include:

[0074] S201: Collecting problem information fed back by users through the information publishing system;

[0075] In specific implementation, as mentioned above, the service system can provide ADK for specific application developers, and developers can download SDK through a unified download address. Among them, SDK can include multiple interfaces, and specific application developers can implement the above interfaces according to the business logic inside the specific application and deploy them into the application.

[0076] That is to say, there may be multiple applications that implement the above interface. For the same interface, different applications may have different implementations, but they will be encapsulated as standard interfaces, so that the service system can call the interface inside the specific application by calling this standard interface. After the interface is called, specific processing can be performed inside the specific application, and the processing results are returned to the service system.

[0077] After a specific application implements the above interface, it does not need to collect and process user problems by itself, but the service system can collect problems uniformly. Among them, since there are usually multiple channels for users to feedback problems, for example, a customer service system may be provided for users within a specific application, and users can provide feedback on problems through these systems. Alternatively, users may also provide feedback or complaints about problems encountered during the use of an application through social networking platforms such as Weibo, etc. In other words, the information publishing system described in the embodiments of the present application may include a customer service system deployed within the application, and may also include a third-party information publishing system that has an associated relationship with the application. Among them, the associated relationship can specifically be achieved by connecting between user account systems, that is, when a user publishes problem feedback information for a certain application in a third-party information publishing system, the user ID of the user in the application can be determined.

[0078] Specifically, in the commodity object information service system, users may often encounter various problems such as being unable to place orders normally, being unable to use coupons, or being unable to pay normally. When encountering these problems, some users may give feedback to the customer service system of the system, requesting specific customer service personnel or customer service robots to help answer them. In this case, the problem information fed back by the user through the customer service system provided by the target application can be collected. In other words, the customer service system inside the specific application can be used as one of the sources for collecting specific feedback information. Among them, for the information fed back by the user through the customer service system, since there may be multiple channels provided to the user, for example, it may include online instant messaging methods, or it may also be feedback through hotline channels, etc. Therefore, the feedback information collected in the embodiment of the present application may also have multiple forms. Among them, for the problems fed back through the online instant messaging system, it may also exist in the form of voice, or text, or it may also include some screenshot information, etc. In addition, for feedback through hot phone channels, the specific feedback information may be information obtained by recording or the like during the conversation between the user and the customer service personnel, etc.

[0079] In another case, in addition to providing feedback through the customer service system within the application, users may also provide feedback through some related information release systems. For example, if a user repeatedly encounters a problem while using a certain application, but does not choose to seek help from the customer service system, or does not get a satisfactory answer from the customer service system, he may also post some information on some social network information platforms. The specific application may have accounts connected with some social network information systems. Therefore, when the user logs in to the social network information system and posts a message, the specific application can also obtain the user's account information within the application. In this way, if the posted information is related to the application, the content of the specific feedback problem can also be collected. In other words, the social network information system associated with the specific application can also be used as one of the data sources, and the specific service system can collect the problem information reported by the user through the social network information system. In other words, even if the user reports the problem through the social network information system instead of through the customer service system within the application, there is still a chance to be taken seriously. If the cause of the problem has a relatively large impact, it can also provide services to some users who may be affected in advance, or notify the relevant technical developers to repair the problem caused by the system, etc.

[0080] Among them, in the specific implementation, since the service system provided in the embodiment of the present application is oriented to multiple different applications, and the channels for collecting user feedback problems corresponding to different applications may be different, therefore, in the specific implementation, the problem data collection channel information corresponding to the specific application can also be pre-configured by the specific application developer. For example, the above information can also be provided by implementing a standard interface. In this way, when the service system collects data, it can first call the interface for problem collection implemented by each application, and obtain information such as the website address of the specific problem collection channel, and then the service system collects problems.

[0081] Among them, for the specific feedback problem information collected, if it is in the form of voice or recording, voice or audio recognition can be performed first to convert the specific voice or recording file into text information, and then subsequent cause identification and other related processing can be performed based on the text information.

[0082] In addition, due to the large number of users in the application, and the multiple applications involved in the embodiment of the present application, the number of feedback problem information items collected may also be very large. However, it may not be that every feedback problem is representative, or will have an impact on a wider range of users, so not every problem has the value of cause analysis. For this reason, in an optional implementation, before the specific problem information is analyzed for cause, semantic analysis and other processing can also be performed according to the text information corresponding to the specific problem, and the keyword word list of the specific text content can also be obtained by word segmentation and other methods, and the problem is initially clustered according to the keyword table. Among them, for feedback with ambiguous semantics, further classification and cleaning processing can also be performed in combination with the comparison of user operation logs. After clustering the specific feedback problems, the target problem to be analyzed for cause can be determined according to the frequency of occurrence of the same type of problems. For example, 100 feedback information generated recently are collected at a certain moment, of which 80 are related to "unable to place an order", so these problems related to the inability to place an order can be further analyzed, the reasons can be determined, and further services can be provided.

[0083] S202: Determine the target application identifier corresponding to the problem information;

[0084] After collecting the problem data, if you need to obtain a service strategy, you can call the interface implemented in the application. First, determine the application corresponding to the problem information, and then call the relevant interface in the application. For example, you can obtain the cause of the problem in the corresponding application and the corresponding service strategy.

[0085] Specifically, in order to determine the target application identifier corresponding to the problem information, a first interface for information matching can also be implemented in a specific application; specifically, when determining the application corresponding to the problem information, the first interface for information matching implemented by multiple applications can be called to determine the application identifier corresponding to the problem information. Among them, the first interface for information matching implemented by the application includes an application identifier for information matching, or keyword information, so as to determine the application identifier corresponding to the problem information according to the application identifier or keyword information included in the problem information. For example, if an application mainly provides electric card recharge services, the specific information used for problem matching may include the name of the App corresponding to the application, or keywords such as "buy electricity". In this way, if the problem information reported by a user includes the above information, it can be determined that the problem is directed to the application, and the relevant first interface implemented in the application can be used to determine the cause of the specific problem and the corresponding service strategy.

[0086] S203: Determine the service channel and service content for the problem information by calling the interface implemented in the target application;

[0087] After determining the target application identifier corresponding to the problem information, the specific service policy information can be obtained by calling the interface implemented in the target application, which may include specific service channels and service content. The service channel may specifically be an information channel for sending service content, such as short messages, emails, instant messaging tools, or customer service systems within the application, etc. The service content may refer to the specific expression form of the information sent to the second user, for example, it may be specific text content, and the specific semantics may include information expressing apologies or providing suggestions, etc.

[0088] In specific implementation, the interface implemented in the application may also include: a second interface for analyzing the cause of the problem; in this case, the second interface corresponding to the application may be called according to the correspondence between the problem information and the application identifier, as well as the corresponding feedback user information, to obtain the cause of the problem. Among them, after the second interface implemented by the application is called, the cause of the problem can be determined through the behavior log information of the feedback user in the application, and returned to the service system. That is to say, when calling the above-mentioned second interface, the specific input parameters may include not only the specific problem text, but also the user identification information of the specific feedback user in the application. In this way, after receiving the call, the application can retrieve the user behavior log corresponding to the user identifier, and determine the cause of the corresponding problem by analyzing the behavior log.

[0089] That is to say, the cause of a specific problem may be reflected in the user's behavior log information for a period of time before and after the problem occurs. Therefore, the cause of the specific problem can be analyzed based on the user's behavior log information.

[0090] In one case, since a specific application can record the user's behavior and save it in the form of a log, and there may also be some exception handling codes in the specific application code, if a certain exception is found, the specific exception information can be written into the user behavior log to generate an exception log record. The problem reported by the user may find a specific cause from this exception log record. Therefore, in one way, the exception log record can be extracted from the user behavior log information; if the exception log record is related to the problem, the cause of the problem is determined according to the exception log record. For example, the problem reported by a user for a certain application is that the order cannot be placed. According to the behavior log information of the user in the application, it is found that the user has used the coupon too frequently in the recent period, exceeding the threshold set by the system, and the corresponding information such as "the coupon is used too many times, blocking the transaction" is recorded in the exception log. Therefore, if the user happens to report the problem of "unable to place an order" at this moment, the specific cause can be determined as "the coupon is used too many times and is added to the blacklist", etc. Or, another user also reports a problem with the application, and the specific problem is also that the order cannot be placed. However, after querying the user's behavior log information in the application, it is found that it is caused by a system failure when the order is placed. In this case, the specific cause can be determined as a "system bug", etc. In other words, in the embodiment of the present application, on the surface, the problem is the same as "unable to place an order", but the specific reasons determined may be different, and different services can be provided for different reasons.

[0091] In addition, during the specific implementation, it may also happen that the user behavior log information does not include an abnormal log record, or the abnormal log record is irrelevant to the problem. The reason for this situation may be that during the specific application operation, a problem that the developer did not foresee during the development process occurs, such as the "black swan" problem. Since it is not anticipated, the relevant code for recording this abnormal state will not be set in the specific business code, and this abnormal log record will not appear in the user behavior log. However, although this problem is not anticipated, once it occurs, its impact may still be very large. Therefore, in the embodiment of the present application, corresponding processing can also be performed for this situation. The specific processing method can be "problem reproduction". Specifically, the user's behavior path can be determined first according to the user behavior log information. Among them, the specific behavior path information means what operations the user performed before a specific problem occurs. For example, a user first opens the client of an application, then enters a search result list page by searching for a keyword, and then views the details page of the specific list item on the page. During this period, multiple operations such as collection, adding to shopping cart, purchase, attention, and viewing comment information may also be performed. All this information can be recorded in the user behavior log. Therefore, the user's operation path can be determined through this log information. Resimulating the user's operation according to this path may cause the problem reported by the user to reappear. Then, by analyzing the key information before and after the specific problem reappears, there is a chance to find the cause of the specific problem. Specifically, during the simulation process, the virtual user and virtual data object required for the simulation can be constructed. Then, the user behavior can be simulated using the virtual user and virtual data object according to the user behavior path information; then, the cause of the problem can be determined based on the reappearance of the problem during the simulation process.

[0092] It should be noted that in the process of using the user's behavior log information to simulate the operation, the public information in the behavior log information can be used to complete the specific simulation process, and the user's phone number, address and other privacy-related information will not be used to avoid leaking the user's privacy. Of course, this privacy-related information is usually irrelevant to the cause of the specific problem, so even if this information is not used, it will not affect the analysis of the cause of the specific problem in the embodiment of this application.

[0093] After the second interface implemented in the specific application for problem cause analysis is called, the application completes the specific cause analysis by executing the corresponding method, and then can return the specific found cause information to the service system.

[0094] In addition, the interface implemented in the application may also include: a third interface for providing a service strategy. After obtaining specific cause information, the service system may call the third interface for providing a service strategy corresponding to the application to obtain a service strategy for the problem returned by the application, which may include specific service channels, service content, etc.

[0095] In the specific implementation, the corresponding service methods may also be different depending on the causes of the specific problems. For example, if the cause is related to the business system logic, a work order can be created, and this work order can be provided to the system development technicians to repair the business system logic. In other words, if a problem is found to be caused by a loophole in the business logic, the technicians can be notified in time to make modifications to avoid causing a wider range of impacts.

[0096] If the reasons are network problems or reasons related to the user's operation mode, specific services may include comforting, and / or providing users with problem solutions based on the reasons. For example, if it is found that some users may face the problem of "unable to place an order", the reason for the problem is that the area where these users are located is undergoing traffic restrictions. At this time, service information can be provided to these users through the customer service system, such as "You may not be able to place an order temporarily, please try again after 15 minutes." Or, if it is found that some users may face the problem of "unable to place an order", the reason for the problem is that these users may use coupons many times in a short period of time, and may be considered as "scalpers" and added to the blacklist, and the order operation is blocked, resulting in the inability to place an order. At this time, service information can be provided to these users through the customer service system, such as "You may not be able to place an order, please authenticate your identity and remove the suspicion of 'scalpers'", etc.

[0097] In specific implementation, multiple problems corresponding to the same application identifier may be clustered according to the obtained cause information, so as to call an API corresponding to the application for providing service policies according to the clustering results to obtain service policies for problems of corresponding categories.

[0098] In addition, during specific implementation, when one or some users provide feedback on a problem in an application, the users actually affected by the problem may not be limited to the users who provided feedback, and other users may just not have discovered it temporarily or have not provided feedback temporarily. Therefore, during specific implementation, the interface implemented in the specific application may also include: a fourth interface for predicting the scope of impact of the problem. In this way, after determining the cause of a problem, the fourth interface may be called to determine the range of users that may be affected by the problem, which may include users who may encounter the same problem but have not provided feedback on the problem. Then, the specific service content may be provided to the client associated with the user who has not provided feedback on the problem through the determined service channel.

[0099] Among them, after the fourth interface specifically used for predicting the scope of impact is called, there are multiple ways to determine the user range information that may be affected by a specific problem. For example, in one way, if the cause of a problem is recorded in the user's behavior log information, more user behavior log information can be directly obtained, and then, the target behavior corresponding to the cause is searched according to the behavior log, and whether the problem affects the corresponding user is determined according to the search results. For example, as mentioned above, if the cause corresponding to the problem of "unable to place an order" is that the user uses the coupon too frequently, and this information will be recorded in the user behavior log, therefore, by searching the user behavior logs of more users, it can be determined whether these users may encounter the problem. For example, it is found that some users have used their coupons many times, and if they use them again, they may be considered "scalpers" and added to the blacklist. Therefore, such users can be identified as users that may be affected by the problem.

[0100] Alternatively, as mentioned above, due to some problems, it may not be possible to directly search for the specific user behavior log, but it can also be reflected through some features in the user behavior log. Therefore, in this case, a model can be established for the problem based on the behavior records of users associated with the problem corresponding to the same reason; then, the established model is used to extract features from the behavior log information of more users, and determine whether the problem has an impact on the corresponding user.

[0101] Among them, the users within the user range determined in the foregoing include: users who have already generated the problem but have not yet provided feedback on the corresponding problem, or users who have not yet generated the problem but may encounter the problem. That is to say, in the embodiment of the present application, users who have not provided feedback on the problem through the customer service system of a certain application or other channels can also obtain the services of the customer service system, which may include not only the problems they may encounter, but also specific solutions to eliminate the impact caused by the problem in advance, thereby improving system performance and user experience.

[0102] S204: Send the service content through the service channel.

[0103] After determining the specific service strategy, the corresponding service content can be sent through the specific service channel. Specifically, this service content may be sent to engineers within the specific application to fix problems caused by the system. Alternatively, this service content may also be sent to specific users, including to soothe emotions, provide solutions to problems, etc. In specific implementation, the service content can be sent in the name of the specific application, of course, it can also be sent in the name of the service system, etc.

[0104] Through the embodiments of the present application, service capabilities can be provided through the service system, and encapsulated into a standard interface, and this interface can be implemented in the business logic of a specific application. After that, the service system can execute the problem information fed back by users in multiple applications through multiple channels, and by calling the interface implemented in the specific application, the specific problem information can be matched with the application, and the service strategy corresponding to the specific problem can be determined. After that, the specific service content can be sent through the corresponding service channel. In the above implementation process, for the developer of a specific application, it is only necessary to implement the corresponding interface in advance according to the standard provided in the embodiments of the present application to provide services for its users. In this way, the user experience can be improved, and the specific feedback problems can be avoided from causing a wider social impact. At the same time, it does not require the specific application developer to invest too much cost.

[0105] Embodiment 2

[0106] This second embodiment corresponds to the first embodiment and provides a method for providing service information from the perspective of application. Figure 3 , the method may specifically include:

[0107] S301: receiving an interface call request from a service system, wherein the call request carries problem information fed back by a user through an information publishing system;

[0108] S302: Determine the service channel and service content for the problem information;

[0109] S303: Return the information of the service channel and service content to the service system, so that the service system sends the service content through the service channel.

[0110] Among them, the interface includes a second interface for analyzing the cause of the problem, and a third interface for providing a service strategy; specifically, when receiving an interface call request of the service system, a call request for the second interface can be first received, and the request also carries the user information of the feedback provider of the problem information; the cause information of the problem is determined based on the problem information and the user information of the feedback provider, and returned to the service system; then, a call request for the third interface is received to determine the service channel and service content for the problem information.

[0111] Specifically, when determining the cause information of the problem, the cause of the problem may be determined by analyzing the behavior log information of the feedback user in the target application.

[0112] In addition, the interface also includes a fourth interface for predicting the scope of impact of the problem; at this time, a call request for the fourth interface can also be received; based on the problem information and the cause information, the scope of impact information of the problem is obtained and returned, and the scope of impact information includes users who may encounter the same problem but have not yet provided feedback on the problem.

[0113] Embodiment 3

[0114] In the above embodiments, the standard interface provided by the service system is implemented in a specific application, and then after the service system collects specific problems, it obtains specific service strategies and other information by calling the interface implemented in the application. In this third embodiment, other methods can also be used, that is, after the service system collects the problem information and determines the specific target application, it can also directly send this problem information to the target application, and the target application determines the service strategy corresponding to the specific problem, including service channels, service content, etc., and then returns it to the service system, and the service system then sends the service content through the service channel.

[0115] For details, see Figure 4 , from the perspective of the service system, this embodiment 3 provides a method for providing service information, which may specifically include:

[0116] S401: Collecting problem information fed back by users through the information publishing system;

[0117] S402: Determine the target application identifier corresponding to the problem information;

[0118] S403: Sending the problem information to the target application according to the target application identifier;

[0119] S404: receiving a service channel and service content for the problem information provided by the target application;

[0120] S405: Send the service content through the service channel.

[0121] Embodiment 4

[0122] This fourth embodiment corresponds to the third embodiment and provides a method for providing service information from the perspective of the target application. Figure 5 , the method may specifically include:

[0123] S501: receiving problem information sent by the service system, wherein the problem information is problem information fed back by the user through the information publishing system;

[0124] S502: Determine the service channel and service content for the problem information;

[0125] S503: Return the information of the service channel and service content to the service system, so that the service system sends the service content through the service channel.

[0126] For the parts not described in detail in Embodiments 2 to 4, please refer to the description in the aforementioned Embodiment 1, which will not be repeated here.

[0127] Corresponding to the method provided in the above-mentioned embodiment 1, the embodiment of the present application also provides a device for providing service information, which is applied to the service system. For details, see Figure 6 , the device may specifically include:

[0128] The problem information collection unit 601 is used to collect the problem information fed back by the user through the information publishing system;

[0129] A target application identifier determining unit 602, configured to determine a target application identifier corresponding to the problem information;

[0130] The interface calling unit 603 is used to determine the service channel and service content for the problem information by calling the interface implemented in the target application;

[0131] The service content sending unit 604 is used to send the service content through the service channel.

[0132] In specific implementation, the target application identification determination unit may be used to:

[0133] A first interface implemented in a plurality of applications and used for information matching is called to determine a target application identifier corresponding to the problem information.

[0134] The first interface implemented in the application includes an application identifier or keyword information for information matching, so as to determine the identifier of the target application corresponding to the question information according to the application identifier or keyword information included in the question information.

[0135] In addition, the interfaces implemented in the application include: a second interface for analyzing the cause of the problem, and a third interface for providing a service strategy;

[0136] At this time, the specific interface calling unit can be used to:

[0137] The second interface calling subunit is used to call the second interface according to the identifier of the target application corresponding to the problem information and the user information of the feedback provider to obtain the cause information of the problem;

[0138] The third interface calling subunit is used to call the third interface implemented in the target application according to the reason information, so as to obtain the service channel and service content for the problem information returned by the target application.

[0139] After the second interface is called, the target application analyzes the behavior log information of the feedback user in the target application, determines the cause of the problem and returns the result.

[0140] The third interface calling subunit may specifically include:

[0141] A clustering subunit, used for clustering multiple problems corresponding to the same target application identifier according to the obtained cause information;

[0142] The calling subunit is used to call the third interface implemented in the target application according to the clustering result to obtain the service channel and service content for the corresponding category of problems.

[0143] The interface implemented in the application also includes a fourth interface for predicting the impact range of the problem;

[0144] At this time, the device may further include:

[0145] An impact range information determination unit, configured to call the fourth interface implemented in the target application according to the clustering result to obtain the impact range information of the problem, wherein the impact range information includes users who may encounter the same problem but have not yet provided feedback on the problem;

[0146] The service content providing unit is used to provide the service content to the clients associated with the users within the influence range through the service channel.

[0147] wherein the multiple applications are located in the same deployment environment;

[0148] The device also includes:

[0149] The identification information obtaining unit is used to obtain the identification information of the multiple applications in the deployment environment, so as to be used for calling the interface implemented in the application through the remote procedure call (RPC) protocol.

[0150] Wherein, the information publishing system includes: a customer service system deployed inside the application.

[0151] Alternatively, the information publishing system includes: a third-party information publishing system associated with the application.

[0152] Corresponding to the second embodiment, the present application embodiment also provides a device for providing service information, see Figure 7 , the device may specifically include:

[0153] The call request receiving unit 701 is used to receive an interface call request of the service system, wherein the call request carries problem information fed back by the user through the information publishing system;

[0154] A service strategy information determination unit 702 is used to determine a service channel and service content for the problem information;

[0155] The service policy information returning unit 703 is used to return the information of the service channel and service content to the service system so that the service system can send the service content through the service channel.

[0156] The interface includes a second interface for analyzing the cause of the problem, and a third interface for providing an active service strategy;

[0157] The call request receiving unit may specifically include:

[0158] A second interface call request receiving subunit, configured to receive a call request for the second interface, wherein the request also carries user information of a feedback provider of the problem information;

[0159] A cause information returning subunit, used to determine the cause information of the problem according to the problem information and the user information of the feedback provider, and return the cause information to the service system;

[0160] The third interface call request receiving subunit is used to receive a call request for the third interface so as to determine a service channel and service content for the problem information.

[0161] The reason information returning subunit may be specifically used for:

[0162] The cause of the problem is determined by analyzing the behavior log information of the feedback user in the target application.

[0163] In addition, the interface also includes a fourth interface for predicting the impact range of the problem;

[0164] The device may also include:

[0165] A fourth interface call request receiving unit, configured to receive a call request for the fourth interface;

[0166] The impact scope information returning unit is used to obtain and return the impact scope information of the problem according to the problem information and the cause information, wherein the impact scope information includes users who may encounter the same problem but have not yet provided feedback on the problem.

[0167] Corresponding to the third embodiment, the present application embodiment also provides a device for providing service information, see Figure 8 ,include:

[0168] The problem collection unit 801 is used to collect problem information fed back by users through the information publishing system;

[0169] A target application identifier determining unit 802, configured to determine a target application identifier corresponding to the problem information;

[0170] A problem information sending unit 803, configured to send the problem information to the target application according to the target application identifier;

[0171] A receiving unit 804 is used to receive a service channel and service content for the problem information provided by the target application;

[0172] The service content sending unit 805 is used to send the service content through the service channel.

[0173] Corresponding to the fourth embodiment, the present application embodiment also provides a device for providing service information, see Fig. 9 ,include:

[0174] The problem information receiving unit 901 is used to receive the problem information sent by the service system, wherein the problem information is the problem information fed back by the user through the information publishing system;

[0175] An information determination unit 902 is used to determine a service channel and service content for the problem information;

[0176] The information returning unit 903 is used to return the information of the service channel and service content to the service system so that the service system can send the service content through the service channel.

[0177] In addition, an embodiment of the present application further provides an electronic device, including:

[0178] one or more processors; and

[0179] A memory associated with the one or more processors, the memory being used to store program instructions, wherein when the program instructions are read and executed by the one or more processors, the following operations are performed:

[0180] Collect problem information fed back by users through the information release system;

[0181] Determine a target application identifier corresponding to the problem information;

[0182] Determine the service channel and service content for the problem information by calling the interface implemented in the target application;

[0183] The service content is sent through the service channel.

[0184] and another electronic device comprising:

[0185] one or more processors; and

[0186] A memory associated with the one or more processors, the memory being used to store program instructions, wherein when the program instructions are read and executed by the one or more processors, the following operations are performed:

[0187] Receiving an interface call request from a service system, wherein the call request carries problem information fed back by a user through an information publishing system;

[0188] Determine the service channels and service contents for the said problem information;

[0189] The information of the service channel and service content is returned to the service system so that the service system can send the service content through the service channel.

[0190] and another electronic device comprising:

[0191] one or more processors; and

[0192] A memory associated with the one or more processors, the memory being used to store program instructions, wherein when the program instructions are read and executed by the one or more processors, the following operations are performed:

[0193] Collect problem information fed back by users through the information release system;

[0194] Determine a target application identifier corresponding to the problem information;

[0195] Sending the problem information to the target application according to the target application identifier;

[0196] Receiving a service channel and service content for the problem information provided by the target application;

[0197] The service content is sent through the service channel.

[0198] and another electronic device comprising:

[0199] one or more processors; and

[0200] A memory associated with the one or more processors, the memory being used to store program instructions, wherein when the program instructions are read and executed by the one or more processors, the following operations are performed:

[0201] Receiving problem information sent by the service system, wherein the problem information is problem information fed back by the user through the information publishing system;

[0202] Determine the service channels and service contents for the said problem information;

[0203] The information of the service channel and service content is returned to the service system so that the service system can send the service content through the service channel.

[0204] in, Fig.10 The electronic device architecture is shown as an example, which may include a processor 1010, a video display adapter 1011, a disk drive 1012, an input / output interface 1013, a network interface 1014, and a memory 1020. The processor 1010, the video display adapter 1011, the disk drive 1012, the input / output interface 1013, the network interface 1014, and the memory 1020 may be communicatively connected via a communication bus 1030.

[0205] Among them, the processor 1010 can be implemented by a general-purpose CPU (Central Processing Unit), a microprocessor, an application-specific integrated circuit (Application Specific Integrated Circuit, ASIC), or one or more integrated circuits, and is used to execute relevant programs to implement the technical solution provided in this application.

[0206] The memory 1020 can be implemented in the form of ROM (Read Only Memory), RAM (Random Access Memory), static storage device, dynamic storage device, etc. The memory 1020 can store an operating system 1021 for controlling the operation of the electronic device 1000, and a basic input and output system (BIOS) for controlling the low-level operation of the electronic device 1000. In addition, a web browser 1023, a data storage management system 1026, and an active service processing system 1025, etc. can also be stored. The above-mentioned active service processing system 1025 can be an application program that specifically implements the operations of the aforementioned steps in the embodiment of the present application. In short, when the technical solution provided in the present application is implemented by software or firmware, the relevant program code is stored in the memory 1020 and is called and executed by the processor 1010.

[0207] The input / output interface 1013 is used to connect the input / output module to realize information input and output. The input / output module can be configured in the device as a component (not shown in the figure), or it can be externally connected to the device to provide corresponding functions. The input device may include a keyboard, a mouse, a touch screen, a microphone, various sensors, etc., and the output device may include a display, a speaker, a vibrator, an indicator light, etc.

[0208] The network interface 1014 is used to connect to a communication module (not shown) to realize communication interaction between the device and other devices. The communication module can realize communication through a wired mode (such as USB, network cable, etc.) or a wireless mode (such as mobile network, WIFI, Bluetooth, etc.).

[0209] The bus 1030 comprises a pathway for transmitting information between the various components of the device (eg, the processor 1010, the video display adapter 1011, the disk drive 1012, the input / output interface 1013, the network interface 1014, and the memory 1020).

[0210] In addition, the electronic device 1000 can also obtain information on specific collection conditions from the virtual resource object collection condition information database 1041 for use in condition judgment, etc.

[0211] It should be noted that, although the above device only shows a processor 1010, a video display adapter 1011, a disk drive 1012, an input / output interface 1013, a network interface 1014, a memory 1020, a bus 1030, etc., in the specific implementation process, the device may also include other components necessary for normal operation. In addition, it can be understood by those skilled in the art that the above device may also only include components necessary for implementing the solution of the present application, and does not necessarily include all the components shown in the figure.

[0212] It can be known from the description of the above implementation methods that those skilled in the art can clearly understand that the present application can be implemented by means of software plus a necessary general hardware platform. Based on such an understanding, the technical solution of the present application can be essentially or partly contributed to the prior art in the form of a software product, which can be stored in a storage medium such as ROM / RAM, a magnetic disk, an optical disk, etc., and includes several instructions for enabling a computer device (which can be a personal computer, a server, or a network device, etc.) to execute the methods described in the various embodiments of the present application or certain parts of the embodiments.

[0213] Each embodiment in this specification is described in a progressive manner, and the same or similar parts between the embodiments can refer to each other, and each embodiment focuses on the differences from other embodiments. In particular, for the system or system embodiment, since it is basically similar to the method embodiment, the description is relatively simple, and the relevant parts can refer to the partial description of the method embodiment. The system and system embodiments described above are merely schematic, wherein the units described as separate components may or may not be physically separated, and the components displayed as units may or may not be physical units, that is, they may be located in one place, or they may be distributed on multiple network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the scheme of this embodiment. Ordinary technicians in this field can understand and implement it without creative work.

[0214] The method and device for providing service information provided by the present application are described in detail above. The principle and implementation method of the present application are described in detail using specific examples. The description of the above embodiments is only used to help understand the method and core idea of ​​the present application. At the same time, for those skilled in the art, according to the idea of ​​the present application, there will be changes in the specific implementation method and application scope. In summary, the content of this specification should not be understood as limiting the present application.

Claims

1. A method for providing service information, characterized in that: include: Collect problem information fed back by users through the information release system, cluster the problem information, and determine the target problem information to be analyzed based on the frequency of occurrence of the same type of problems; Calling a first interface implemented in a plurality of applications for information matching to determine a target application identifier corresponding to the target problem information; By calling the interface implemented in the target application, the behavior log of the user in the process of using the target application is analyzed to determine the cause information of the target problem information, and the service channel and service content for the target problem information are determined according to the cause information; The service content is sent through the service channel.

2. The method according to claim 1, characterized in that The first interface includes an application identifier or keyword information for information matching, so as to determine the identifier of the target application corresponding to the target question information according to the application identifier or keyword information included in the target question information.

3. The method according to claim 1, characterized in that The interfaces implemented in the target application include: a second interface for analyzing the cause of the problem, and a third interface for providing a service strategy; The method of calling the interface implemented in the target application, analyzing the behavior log of the user in the process of using the target application to determine the cause information of the target problem information, and determining the service channel and service content for the target problem information according to the cause information, includes: According to the identifier of the target application corresponding to the target problem information and the user information of the feedback provider, the second interface is called to obtain the cause information of the target problem information; According to the reason information, the third interface is called to obtain the service channel and service content for the target problem information returned by the target application.

4. The method according to claim 3, characterized in that The analysis of the user's behavior log during the use of the target application to determine the cause of the target problem information includes: After the second interface is called, the target application analyzes the behavior log information of the user when using the target application to determine the cause information of the target problem and returns it.

5. The method according to claim 3, characterized in that: The calling the third interface according to the reason information includes: Clustering multiple target problems corresponding to the same target application identifier according to the obtained cause information; According to the clustering result, the third interface is called to obtain the service channel and service content for the target problem of the corresponding category.

6. The method according to claim 5, characterized in that The interface implemented in the target application also includes: a fourth interface for predicting the impact range of the problem; The method further comprises: According to the clustering result, the fourth interface is called to obtain the impact scope information of the problem, wherein the impact scope information includes users who may encounter the same problem but have not yet provided feedback on the problem; The service content is provided to clients associated with users within the influence range through the service channel.

7. The method according to any one of claims 1 to 6, characterized in that: The multiple applications are located in the same deployment environment; The method further comprises: The identification information of the multiple applications in the deployment environment is obtained for calling interfaces implemented in the applications through a remote procedure call (RPC) protocol.

8. The method according to any one of claims 1 to 6, characterized in that: The information publishing system includes: a customer service system deployed inside the application.

9. The method according to any one of claims 1 to 6, characterized in that: The information publishing system includes: a third-party information publishing system associated with the application.

10. A method for providing service information, characterized in that: include: Receiving an interface call request of the service system, wherein the call request carries information of a target problem to be analyzed for cause, which is obtained by clustering problem information fed back by users through the information publishing system and determining the target problem information to be analyzed for cause according to the frequency of occurrence of the same type of problems; Determine the target application identifier corresponding to the target problem information; wherein the interface includes a first interface for information matching, so as to determine the target application identifier corresponding to the target problem information by receiving a call request to the first interface; Analyze the behavior log of the user in the process of using the target application to determine the cause information of the target problem information, and determine the service channel and service content for the target problem information according to the cause information; The information of the service channel and service content is returned to the service system so that the service system can send the service content through the service channel.

11. The method according to claim 10, characterized in that The interface also includes: a second interface for analyzing the cause of the problem, and a third interface for providing an active service strategy; The receiving service system interface call request includes: receiving a call request for the second interface, wherein the request also carries user information of a feedback provider of the problem information; Determine the cause of the problem according to the problem information and the user information of the feedback provider, and return the cause to the service system; A call request to the third interface is received to determine a service channel and service content for the problem information.

12. The method according to claim 10, characterized in that The interface also includes: a fourth interface for predicting the impact range of the problem; The method further comprises: Receiving a call request to the fourth interface; According to the problem information and the cause information, the impact scope information of the problem is obtained and returned, wherein the impact scope information includes users who may encounter the same problem but have not yet provided feedback on the problem.

13. A method for providing service information, characterized in that: include: Collect problem information fed back by users through the information release system, cluster the problem information, and determine the target problem information to be analyzed based on the frequency of occurrence of the same type of problems; Calling a first interface implemented in a plurality of applications for information matching to determine a target application identifier corresponding to the target problem information; Sending the target problem information to the target application according to the target application identifier; Receiving a service channel and service content for the target problem information provided by the target application; The service channel and service content of the target problem information are: analyzing the behavior log of the user in the process of using the target application to determine the cause information of the target problem information, and determining according to the cause information; The service content is sent through the service channel.

14. A method for providing service information, characterized in that: include: The target application receives the target problem information sent by the service system, wherein the service system clusters the problem information fed back by the user through the information release system, and determines the target problem information to be analyzed for cause according to the frequency of occurrence of the same type of problems; The service system determines the target application identifier corresponding to the target problem information by calling a first interface for information matching implemented in multiple applications; Analyze the behavior log of the user in the process of using the target application to determine the cause information of the target problem information, and determine the service channel and service content for the target problem information according to the cause information; The information of the service channel and service content is returned to the service system so that the service system can send the service content through the service channel.

15. A device for providing service information, characterized in that: include: A problem information collection unit is used to collect problem information fed back by users through the information release system, cluster the problem information, and determine target problem information to be analyzed for cause based on the frequency of occurrence of the same type of problems; A target application identification determination unit, configured to call a first interface implemented in a plurality of applications for information matching, and determine a target application identification corresponding to the target problem information; An interface calling unit, configured to analyze the behavior log of the user in the process of using the target application by calling the interface implemented in the target application to determine the cause information of the target problem information, and determine the service channel and service content for the target problem information according to the cause information; A service content sending unit is used to send the service content through the service channel.

16. A device for providing service information, characterized in that: include: A call request receiving unit, used to receive an interface call request of a service system, wherein the call request carries target problem information to be analyzed for cause, which is obtained by clustering problem information fed back by users through an information publishing system and determining the target problem information according to the frequency of occurrence of the same type of problems; the interface includes a first interface for information matching, so as to determine a target application identifier corresponding to the target problem information by receiving a call request to the first interface; A service strategy information determination unit, configured to analyze the behavior log of the user in the process of using the target application to determine the cause information of the target problem information, and determine the service channel and service content for the target problem information according to the cause information; The service policy information returning unit is used to return the information of the service channel and service content to the service system so that the service system can send the service content through the service channel.

17. A device for providing service information, characterized in that: include: A problem collection unit is used to collect problem information fed back by users through the information release system, cluster the problem information, and determine target problem information to be analyzed for cause according to the frequency of occurrence of the same type of problems; A target application identification determination unit, configured to call a first interface implemented in a plurality of applications for information matching, and determine a target application identification corresponding to the target problem information; a problem information sending unit, configured to send the target problem information to the target application according to the target application identifier; A receiving unit, configured to receive a service channel and service content for the target problem information provided by the target application; The service channel and service content of the target problem information are: analyzing the behavior log of the user in the process of using the target application to determine the cause information of the target problem information, and determining according to the cause information; A service content sending unit is used to send the service content through the service channel.

18. A device for providing service information, characterized in that: include: A problem information receiving unit is used to receive target problem information sent by a service system, wherein the service system clusters the problem information fed back by users through an information publishing system, and determines the target problem information to be analyzed for cause according to the frequency of occurrence of the same type of problems; the service system determines the target application identifier corresponding to the target problem information by calling a first interface for information matching implemented in multiple applications; An information determination unit, configured to analyze the behavior log of the user in the process of using the target application to determine the cause information of the target problem information, and determine the service channel and service content for the target problem information according to the cause information; The information returning unit is used to return the information of the service channel and service content to the service system so that the service system can send the service content through the service channel.

19. An electronic device, characterized in that: include: one or more processors; as well as A memory associated with the one or more processors, the memory being used to store program instructions, wherein when the program instructions are read and executed by the one or more processors, the following operations are performed: Collect problem information fed back by users through the information release system, cluster the problem information, and determine the target problem information to be analyzed based on the frequency of occurrence of the same type of problems; Calling a first interface implemented in a plurality of applications for information matching to determine a target application identifier corresponding to the problem information; By calling the interface implemented in the target application, the behavior log of the user in the process of using the target application is analyzed to determine the cause information of the target problem information, and the service channel and service content for the target problem information are determined according to the cause information; The service content is sent through the service channel.

20. The electronic device according to claim 19, characterized in that: The program instructions are also used to execute the method according to any one of claims 2 to 9.

21. An electronic device, characterized in that: include: one or more processors; as well as A memory associated with the one or more processors, the memory being used to store program instructions, wherein when the program instructions are read and executed by the one or more processors, the following operations are performed: Receive an interface call request of a service system, wherein the call request carries target problem information to be analyzed for causes, which is obtained by clustering problem information fed back by users through an information publishing system and determining the target problem information according to the frequency of occurrence of problems of the same type; the interface includes a first interface for information matching, so as to determine a target application identifier corresponding to the target problem information by receiving a call request to the first interface; Analyze the behavior log of the user in the process of using the target application to determine the cause information of the target problem information, and determine the service channel and service content for the target problem information according to the cause information; The information of the service channel and service content is returned to the service system so that the service system can send the service content through the service channel.

22. The electronic device according to claim 21, characterized in that: The program instructions are also used to execute the method according to any one of claims 11 to 12.

23. An electronic device, characterized in that: include: one or more processors; as well as A memory associated with the one or more processors, the memory being used to store program instructions, wherein when the program instructions are read and executed by the one or more processors, the following operations are performed: Collect problem information fed back by users through the information release system, cluster the problem information, and determine the target problem information to be analyzed based on the frequency of occurrence of the same type of problems; Calling a first interface implemented in a plurality of applications for information matching to determine a target application identifier corresponding to the target problem information; Sending the target problem information to the target application according to the target application identifier; Receiving a service channel and service content for the target problem information provided by the target application; The service channel and service content of the target problem information are: analyzing the behavior log of the user in the process of using the target application to determine the cause information of the target problem information, and determining according to the cause information; The service content is sent through the service channel.

24. An electronic device, characterized in that: include: one or more processors; as well as A memory associated with the one or more processors, the memory being used to store program instructions, wherein when the program instructions are read and executed by the one or more processors, the following operations are performed: The target application receives the target problem information sent by the service system, wherein the service system clusters the problem information fed back by the user through the information release system, and determines the target problem information to be analyzed for cause according to the frequency of occurrence of the same type of problems; the service system determines the target application identifier corresponding to the target problem information by calling the first interface for information matching implemented in multiple applications; Analyze the behavior log of the user in the process of using the target application to determine the cause information of the target problem information, and determine the service channel and service content for the target problem information according to the cause information; The information of the service channel and service content is returned to the service system so that the service system can send the service content through the service channel.

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