Intention detection method, device, electronic device and storage medium

Abstract

The present application provides an intention detection method, device, electronic device and storage medium, wherein the method comprises: receiving an intention notification information sent by an interactive voice response system IVR; wherein the intention notification information is obtained after the IVR answers the intention notification call, and the intention notification call is triggered after the first notification user dials the notification number; detecting whether there is a target case matching the intention notification information in the pre-stored cases; if the target case is detected, outputting the target case to the first notification user through the IVR. The embodiment of the present application realizes timely and effective reminders to the first notification user.

Description

Technical Field

[0001] The present application belongs to the technical field of intention detection, and in particular, relates to an intention detection method, device, electronic device and storage medium. Background Art

[0002] With the development of mobile technology, people can communicate with each other through mobile phones. Anyone who obtains the user's mobile phone number can talk to the user. However, when a stranger talks to a user, the user often cannot understand the stranger's intention, which may lead to something unfavorable to the user. For example, a stranger may commit illegal acts against the user, and the user cannot identify the stranger's illegal acts in time, which may cause harm to the user. Summary of the invention

[0003] The purpose of the embodiments of the present application is to provide an intention detection method, device, electronic device and storage medium to solve the problem in the related art that users cannot promptly understand the intention of the other party of the call.

[0004] In a first aspect, an embodiment of the present application provides an intention detection method, which is applied to an electronic device, including:

[0005] Receiving the intended reporting information sent by the interactive voice response system IVR; wherein the intended reporting information is obtained after the IVR answers the intended reporting call, and the intended reporting call is triggered after the first reporting user dials the reporting number;

[0006] Detecting whether there is a target case matching the intended reporting information in the pre-stored cases;

[0007] If the target case is detected, the target case is output to the first reporting user through the IVR.

[0008] In a second aspect, an embodiment of the present application provides an intention detection method, which is applied to an interactive voice response system IVR, comprising:

[0009] Sending the intended reporting information to the electronic device; wherein the intended reporting information is obtained after the IVR answers the intended reporting call, and the intended reporting call is triggered after the first reporting user dials the reporting number;

[0010] Receiving a target case sent by the electronic device, the target case being a pre-stored case detected by the electronic device and matching the intended notification information;

[0011] The target case is output to the first reporting user.

[0012] In a third aspect, an embodiment of the present application provides an intention detection device, which is applied to an electronic device, including:

[0013] A receiving module, used for receiving the intention to report information sent by the interactive voice response system IVR; wherein the intention to report information is obtained after the IVR answers the intention to report call, and the intention to report call is triggered after the first reporting user dials the reporting number;

[0014] A detection module, used for detecting whether there is a target case matching the intended reporting information in the pre-stored cases;

[0015] An output module is used to output the target case to the first reporting user through the IVR if the target case is detected.

[0016] In a fourth aspect, an embodiment of the present application provides an intention detection device, which is applied to an interactive voice response system IVR, comprising:

[0017] A sending module, used for sending the intention to report information to the electronic device; wherein the intention to report information is obtained after the IVR answers the intention to report call, and the intention to report call is triggered after the first reporting user dials the reporting number;

[0018] A receiving module, configured to receive a target case sent by the electronic device, wherein the target case is a pre-stored case detected by the electronic device and matching the intended notification information;

[0019] An output module is used to output the target case to the first reporting user.

[0020] In a fifth aspect, an embodiment of the present application provides an electronic device, comprising a processor, a memory, and a program or instruction stored in the memory and executable on the processor, wherein the program or instruction, when executed by the processor, implements the steps of the method described in the first aspect or the second aspect.

[0021] In a sixth aspect, an embodiment of the present application provides a readable storage medium, on which a program or instruction is stored. When the program or instruction is executed by a processor, the steps of the method described in the first aspect or the second aspect are implemented.

[0022] In the seventh aspect, an embodiment of the present application provides a chip, which includes a processor and a communication interface, wherein the communication interface is coupled to the processor, and the processor is used to run a program or instruction to implement the method described in the first aspect or the second aspect.

[0023] It can be seen that in the embodiment of the present application, the electronic device receives the intended notification information sent by the IVR, and detects whether there is a target case matching the intended notification information in the pre-stored cases. If the target case is detected, the target case is output to the first notifying user through the IVR; in this way, the intended notification information is received through the IVR, which improves the efficiency of answering the intended notification information, and because the target case matches the intended notification information, the target case is referenceable to the notifying user, so that the notifying user himself can judge the intention of the reported situation through the target case, and when the intention is to commit an illegal act, the notifying user can judge whether he is at risk of being committed an illegal act, which solves the problem in the related technology that the user cannot timely understand the intention of the other party on the call and cannot make timely and effective intention reminders to the user. BRIEF DESCRIPTION OF THE DRAWINGS

[0024] 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 or the description of the prior art will be briefly introduced below. Obviously, the drawings described below are only some embodiments recorded in the present application. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying creative labor.

[0025] Figure 1 This is a flow chart of the intention detection method in the embodiment of the present application;

[0026] Figure 2 Schematic diagram of another method for detecting intention in an embodiment of the present application;

[0027] Figure 3 Schematic diagram of another method for detecting intention in an embodiment of the present application;

[0028] Figure 4 This is a schematic diagram of the module composition of the intention detection device in the embodiment of the present application;

[0029] Figure 5 This is a schematic diagram of the module composition of another intention detection device in an embodiment of the present application;

[0030] Figure 6 Schematic diagram of the structure of an electronic device in an embodiment of the present application. DETAILED DESCRIPTION

[0031] The following will be combined with the drawings in the embodiments of the present application to clearly describe the technical solutions in the embodiments of the present application. Obviously, the described embodiments are part of the embodiments of the present application, rather than all 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.

[0032] In the specification and claims of this application, "and / or" means at least one of the connected objects, and the character " / " generally means that the previously and subsequently associated objects are in an "or" relationship.

[0033] In addition, the terms "include" and "have" and any variations thereof are intended to cover non-exclusive inclusions. For example, a process, method, system, product or device comprising a series of steps or units is not limited to the listed steps or units, but may optionally include steps or units not listed, or may optionally include other steps or units inherent to these processes, methods, products or devices.

[0034] Reference to "embodiments" herein means that a particular feature, structure, or characteristic described in conjunction with the embodiments may be included in at least one embodiment of the present application. The appearance of the phrase in various locations in the specification does not necessarily refer to the same embodiment, nor is it an independent or alternative embodiment that is mutually exclusive with other embodiments. It is explicitly and implicitly understood by those skilled in the art that the embodiments described herein may be combined with other embodiments.

[0035] In the related technology, when criminals commit illegal acts against users through phone calls, the current methods to prevent illegal acts include: real-time monitoring of mobile phone numbers in the blacklist database, when a mobile phone number in the blacklist database initiates a communication service, extracting the called number corresponding to the mobile phone number that initiated the communication service, and reminding the called number to prevent illegal acts. However, this method requires accurate collection of blacklist numbers, which is difficult. In addition, criminals will use non-fixed virtual numbers to make calls, which makes it impossible to accurately locate the criminals, resulting in the inability to provide timely and effective reminders.

[0036] In response to this, after receiving the intended reporting information sent by the IVR, the electronic device in the present application detects whether there is a target case matching the intended reporting information in the pre-stored cases. If the target case is detected, the target case is output to the reporting user through the IVR. This enables the reporting user to judge the intention corresponding to the intended reporting information through the target case, thereby enabling the reporting user to judge whether he or she is at risk of being the victim of illegal behavior when the intention is to commit illegal behavior, thereby preventing illegal behavior in various scenarios.

[0037] The intention detection method provided in the embodiment of the present application is described in detail below through specific embodiments and their application scenarios in combination with the accompanying drawings.

[0038] like Figure 1 As shown, it is a flowchart of the steps of the intention detection method provided in an embodiment of the present application. The execution subject of the method may be an electronic device. The method includes:

[0039] Step 101: Receive the notification intention information sent by the IVR.

[0040] The intention to report information is obtained after an interactive voice response system (IVR) answers the intention to report call, and the intention to report call is triggered after the first reporting user dials the reporting number.

[0041] IVR only needs to use the phone to enter the service center. You can listen to mobile entertainment products according to the operation prompts, or play relevant information according to the content input by the user. This makes it possible to save manpower and improve the efficiency of answering intention-reporting calls through IVR.

[0042] Specifically, the intention notification information may include the target intention subject and the target intention type.

[0043] The target intent subject is the subject involved in the situation encountered by the first reporting user, and the target intent type can be classified according to the purpose to be achieved by the intent. For example, if the intention of the situation encountered by the first reporting user is illegal behavior, the target intent subject is the subject suspected of illegal behavior against the first reporting user, such as WeChat account, mobile phone number, application name, etc.; the target intent type can include transfer, order brushing, cash withdrawal and return, etc.

[0044] It is understandable that the intended reporting information may also include the time, place, and process of the intention, the name and contact information of the first reporting user, the amount of illegal behavior when the intention is to commit illegal behavior, whether to accept consultations from other users, the number of consultations per day, etc.

[0045] For example, assuming that the intention is illegal behavior, warning information to prevent illegal behavior can be sent to the designated area through text messages, warning signs, community advertisements, etc., and a number can be sent through advertisements, that is, an anti-illegal behavior number. When users encounter possible illegal behavior scenarios, they can call the IVR through the anti-illegal behavior number. In this way, by promoting the anti-illegal behavior hotline, users' anti-illegal behavior awareness and trust in the anti-illegal behavior hotline are improved; in addition, when users suspect that they have encountered illegal behavior, they can think of calling the illegal behavior hotline for consultation at the first time, thus preventing and blocking various illegal behavior scenarios.

[0046] At this point, the IVR can ask the user for some key information, such as the subject of the illegal behavior, the type of intention, the time of occurrence, the place of occurrence, the process of occurrence, the user's name, contact information, whether to accept consultations from others, the number of consultations per day, etc., and can integrate this information into intention reporting information.

[0047] In addition, optionally, after the IVR receives the intended notification information, it can convert the intended notification information into text information, and send the converted text information to the electronic device. At this time, the electronic device receives the text information and retrieves the pre-stored case based on it.

[0048] Step 102: Check whether there is a target case matching the intended notification information in the pre-stored cases.

[0049] Specifically, multiple cases are pre-stored in the electronic device, and each case may include the time of occurrence, the place of occurrence, the process of occurrence, the name and contact information of the first reporting user, the intended subject, the amount of illegal behavior when the intention is to commit illegal behavior, whether to accept consultations from others, the number of consultations per day, the type of intention and other elements.

[0050] In addition, pre-stored cases can be classified according to intent type, each intent type is set with an intent type identifier, and a brief intent type description can be added.

[0051] In this step, the electronic device may detect whether there is a target case matching the intended notification information among the pre-stored cases.

[0052] Specifically, matching with the intended whistleblowing information may be that the intended subject of the target case is the same as the intended subject of the intended whistleblowing information, or the intended type of the target case is the same as the intended type of the intended whistleblowing information.

[0053] It should also be noted that the number of target cases is not specifically limited here, that is, the number of target cases can be one or more.

[0054] Step 103: If the target case is detected, the target case is output to the first reporting user through the IVR.

[0055] Specifically, if the electronic device detects that there is a target case matching the intended notification information in the pre-stored cases, the target case may be sent to the first notification user corresponding to the intended notification information.

[0056] Since the target case matches the intended reporting information, the target case is of reference to the situation currently encountered by the first reporting user, so that the first reporting user can judge the intention of the situation encountered through the target case, thereby realizing the first reporting user's own intention to judge the situation encountered. This realizes timely and effective illegal behavior reminders to the first reporting user when the intention is to commit illegal acts, thereby preventing illegal acts in various scenarios.

[0057] In addition, in a possible implementation, the intention notification information includes a target intention subject; at this time, when detecting whether there is a target case matching the intention notification information in the pre-stored cases, the intention subject corresponding to the pre-stored case can be matched with the target intention subject. If the intention subjects corresponding to N cases match the target intention subject, the N cases are determined as the target cases, and N is a positive integer.

[0058] Specifically, the electronic device can parse the target intent subject from the intent reporting information. For example, when the intent is to commit an illegal act, the intent subject can be a WeChat account, phone number, application name, etc.

[0059] In addition, the pre-stored cases include an intent subject. This implementation method can match the intent subject corresponding to the pre-stored cases with the target intent subject included in the intent notification information. At this time, if the intent subjects corresponding to N cases match the target intent subject, the N cases are determined as target cases.

[0060] Specifically, the N cases may be the N cases closest to the current time, thereby ensuring the validity of the target cases obtained by the search.

[0061] For example, assuming that the intention is to commit an illegal act, the target intent subject in the intention report information is phone number A, and the intent subjects in the pre-stored cases of the electronic device include phone number A, phone number B, and phone number C. At this time, the case in which the intent subject in the pre-stored cases is phone number A can be used as the target case.

[0062] In this way, the target case is determined in this way, making the target case a reference for the situation encountered by the reporting user. Since the intended reporting information and the target case correspond to the same intention subject, it can be determined that the intention of the situation encountered by the reporting user may be the same as the intention of the target case, thereby achieving timely and effective intention reminders for the reporting user.

[0063] In addition, optionally, if the intent subjects corresponding to the N cases match the target intent subject, Q cases among the N cases may be determined as the target cases, where Q is a positive integer, and the determination method of Q cases includes any one of the following:

[0064] 1) Sort N cases according to the distance from the current time from near to far, and select the top Q cases from the N cases; 2) Select Q cases with the same case as the target case from the N cases; 3) Sort N cases according to the distance from the current time from near to far, and select the top Q cases with the same case from the N cases; 4) Select Q cases with the same case location as the target case from the N cases; 5) Select Q cases with the same case location as the target case from the N cases.

[0065] In this way, Q cases are determined by any of the above methods, so that the determined Q target cases are referenceable to the situations encountered by the whistleblower user, thereby being able to provide the whistleblower with timely and effective intention reminders.

[0066] In addition, in a possible implementation, the intention notification information also includes a target intention type; in this case, if the intention subjects corresponding to the pre-stored cases do not match the target intention subject, the intention type corresponding to the pre-stored cases is matched with the target intention type; if the intention types corresponding to M cases match the target intention type, the M cases are determined as the target cases, where M is a positive integer.

[0067] Specifically, the electronic device can parse the target intent type from the intent notification information, such as transfer, order swiping, cash withdrawal, return, etc. Of course, one intent notification information can include one or more target intent types.

[0068] For example, assuming that the intention is to commit an illegal act, the target intention type in the intention reporting information is brushing orders, and the intention types in the pre-stored cases of the electronic device include transfer, brushing orders, withdrawals, etc., then the pre-stored cases with the intention type of "brushing orders" can be used as the target case.

[0069] Optionally, if the target intent type includes multiple types, matching the intent type corresponding to the pre-stored case with the target intent type may include the following steps:

[0070] According to the priority order of the plurality of pre-set categories, the category with the highest priority among the plurality of categories is used as the target intent type to be matched; and the intent type corresponding to the pre-stored case is matched with the target intent type to be matched; or,

[0071] Match the intention type corresponding to the pre-stored case with each category type respectively, and determine the number of cases in the pre-stored case that match each category type; determine the category type corresponding to the largest number of cases as the target intention type to be matched; at this time, after matching the intention type corresponding to the pre-stored case with the target intention type to be matched, if the intention types corresponding to M cases match the target intention type, then determine the M cases as the target cases.

[0072] It should also be noted that a new case may be determined based on the intention reporting information, and the new case may be determined as a newly added pre-stored case under the target intention type.

[0073] In this way, the target case is determined in this way, so that the target case has a reference to the intention of the situation encountered by the reporting user, and timely and effective intention reminders are provided to the reporting user.

[0074] In addition, in a possible implementation, if the intent types corresponding to the pre-stored cases do not match the target intent type, a new case is determined based on the intention notification information, and the intent type of the new case is determined as the target intent type, and the new case and the target intent type are stored in association.

[0075] Specifically, if the intent types corresponding to the pre-stored cases do not match the target intent type, a new case can be determined based on the intention reporting information, that is, the situation encountered by the first reporting user can be determined as a new case, and the intent type of the new case is the target intent type. At this time, the new case and the target intent type can be stored in association.

[0076] It can be understood that the case corresponding to the intended report information has a high degree of information completeness, that is, all the elements required for the pre-stored case are met.

[0077] In addition, in the process of determining a new case based on the intended reporting information, the electronic device can initiate a review process, which will be reviewed by a human agent administrator to determine whether it can become a new case. If so, the electronic device records the new case.

[0078] In this way, through the above method, the pre-stored cases of the electronic device are enriched, making it easier to match the intended notification information.

[0079] In this way, this embodiment receives the intended notification information sent by the IVR, detects whether there is a target case matching the intended notification information in the pre-stored cases, and if the target case is detected, outputs the target case to the first notification user through the IVR. Since the target case matches the intended notification information, the target case is of reference to the situation currently encountered by the first notification user, so that the first notification user can judge the intention of the situation encountered through the target case, thereby realizing the intention of the first notification user to judge the situation encountered. This realizes timely and effective reminders to the first notification user when the intention is to commit illegal acts, thereby preventing illegal acts in various scenarios.

[0080] like Figure 2 FIG. 1 is a flowchart of the method for detecting intentions of an IVR in the present application, and the method comprises the following steps:

[0081] Step 201: Send the intention to report information to the electronic device.

[0082] The intention to report information is obtained after the IVR answers the intention to report call, and the intention to report call is triggered after the first reporting user dials the reporting number.

[0083] Specifically, the intention notification information may include the target intention subject and the target intention type. It should be noted that the relevant content of this step can refer to the relevant content of the electronic device side, and will not be repeated here.

[0084] Step 202: Receive a target case sent by an electronic device.

[0085] The target case is a pre-stored case detected by the electronic device that matches the intended notification information. Specifically, the electronic device has pre-stored cases, and after receiving the intended notification information sent by the IVR, the electronic device can detect whether there is a target case matching the intended notification information in the pre-stored cases. If the target case is detected, the target case is sent to the IVR, and the IVR receives the target case sent by the electronic device.

[0086] Step 203: Output the target case to the first reporting user.

[0087] Specifically, if the IVR receives the target case fed back by the electronic device, it outputs the target case to the first reporting user. At this time, since the target case matches the intended reporting information, the target case is of reference to the reporting user, so that the reporting user can judge the intention of the situation he or she encounters through the target case, thereby realizing the reporting user's own intention to judge the situation he or she encounters. This realizes timely and effective illegal behavior reminders to the reporting user when the intention is to commit illegal acts, thereby preventing illegal acts in various scenarios.

[0088] Optionally, the intention reporting information includes the target intention subject and the target intention type. If the target case is a case where the intention subject matches the target intention subject, the IVR can report to the first reporting user "how many cases of this intention subject has been involved in the last few months, and what is the intention content"; if the target intention subject is marked for investigation, it will continue to report "the target intention subject is currently in the stage of investigation"; next, the detailed information of the target case can be reported one by one, such as "Mr. / Ms. Zhang in Community A encountered a certain type of case at a certain time, and what was the process of the occurrence".

[0089] If the target case is a case corresponding to the intent type and the target intent type, the IVR can report to the first reporting user "how many cases are involved in this intent type in recent months"; next, the detailed information of the target case can be reported one by one, for example, "Mr. / Ms. Zhang in Community A encountered a certain type of case at a certain time, and what was the process of the incident."

[0090] In a possible implementation, after the IVR sends the intended reporting information to the electronic device, if the IVR does not receive the target case fed back by the electronic device, the IVR transfers the first reporting user to a manual agent.

[0091] Specifically, the artificial agent may be an artificial agent having all intent-type skill attributes, so that the artificial agent analyzes the situation encountered by the first reporting user, thereby providing a timely warning to the first reporting user.

[0092] Optionally, each intent type corresponds to a skill group attribute, and a human agent can have multiple skill group attributes. Each skill group attribute represents that the human agent can handle incoming consultations of this intent type. After answering the incoming consultation call transferred by the IVR system, the human agent will learn the consulting questions of the reporting user in detail and judge the intention of the situation encountered by the reporting user, such as whether the reporting user is at risk of illegal behavior. If the reporting user is at risk of illegal behavior, the human agent explains the characteristics of this intent type to the reporting user, and persuades the reporting user to get out of risk based on the latest case, and requests the dispatch system to stop illegal behavior nearby if necessary; if the reporting user is not at risk, the human agent chooses to end the call.

[0093] In addition, in a possible implementation, the number of the target cases is N, and N is a positive integer; the method further includes:

[0094] After each target case is output, query information is output to the first reporting user, wherein the query information is used to inquire whether the output target case is consistent with the case currently reported by the first reporting user;

[0095] If the output target case matches the case currently reported by the first reporting user, at least one of the following is performed:

[0096] 1) If the intended subject corresponding to the target case matches the target intended subject corresponding to the intended reporting information, a notification message is sent to the electronic device, where the notification message is used to notify an investigation of the target intended subject.

[0097] Specifically, in this case, the IVR can send notification information to the electronic device to notify the target intention subject to investigate, so that when the intention of the first reporting user is illegal behavior or marketing, the case can be solved quickly.

[0098] 2) If the second whistleblower of the target case has been consulted less than a preset number of times, the first whistleblower is transferred to the second whistleblower.

[0099] Specifically, the preset number of times may be 0, 1, 2 or 3, and the preset number of times may be determined by the second reporting user.

[0100] Specifically, if the target case marks the second whistleblower user as receiving consultations from other users, and the number of consultations received by the second whistleblower user is less than the preset number, the IVR can remind "Do you need to connect to the second whistleblower user of this case for telephone consultation?" If the first whistleblower user responds yes, the IVR can remind the first whistleblower user "Please take care of your money and belongings, do not believe any unfamiliar information, do not be greedy for small profits, the call is being transferred, please wait", and then transfer the first whistleblower user to the second whistleblower user, and at the same time notify the electronic device to increase the number of consultations for this target case by 1.

[0101] Optionally, if the target case is marked as not accepting consultation from other users or the first reporting user does not agree to consult the second reporting user of the target case, a warning message may be sent to the first reporting user.

[0102] 3) Sending a warning message to the first reporting user.

[0103] Specifically, the IVR can directly send a warning message to the first reporting user, such as "The IVR has determined that the intention of the situation you are experiencing is bad intention. Please stop all related operations immediately. The system has submitted your feedback information to the relevant department. If necessary, you will be contacted later. Please take care of your money and belongings, do not believe any unfamiliar information, and do not be greedy for small profits. Thank you for your call, goodbye."

[0104] In this way, through any of the above items, the processing of the information reported by the first reporting user and the reminder of the intention of the first reporting user are achieved.

[0105] It should be noted that if the IVR has finished broadcasting all the target cases, and the case currently reported by the first complainant is inconsistent with the target case, the first complainant can be transferred to a manual agent.

[0106] Here, the whole process of one of the embodiments in the present application is described by taking the intention of illegal behavior as an example.

[0107] like Figure 3 As shown, the method comprises the following steps:

[0108] Step A1: The first reporting user dials the reporting number corresponding to the IVR.

[0109] Specifically, the IVR answers the reporting number dialed by the first reporting user and asks the first reporting user for some key information, such as the time of occurrence, the place of occurrence (specific to the community), name, contact information, the process of occurrence, etc., and converts the voice into text, and then transmits the text to the electronic device to retrieve the pre-stored case data.

[0110] Step A2: The IVR sends the intention to report information to the electronic device.

[0111] Specifically, an anti-illegal behavior system can be installed in electronic devices, and the anti-illegal behavior system can retrieve pre-stored cases. Each case can include the time of occurrence, location of occurrence (specific to the community), name, contact information, subject of illegal behavior (such as WeChat account, telecom number, application name, etc.), amount of illegal behavior, process of occurrence, whether to accept consultation from others, number of consultations per day, type of illegal behavior, etc.; cases are classified according to the type of illegal behavior, and each type of illegal behavior is marked with multiple labels such as transfer, order swiping, cash withdrawal, return, tea, etc., and a brief description of the type of illegal behavior is added.

[0112] Step A3: The electronic device detects whether there is a target case matching the intended notification information in the pre-stored cases; if detected, the detected target case is sent to the IVR.

[0113] The electronic device parses the intention to report information transmitted by the IVR to identify the illegal behavior subject (such as WeChat account, telecom number, App name, etc.) and multiple illegal behavior identifiers (such as transfer, order brushing, withdrawal, return, etc.), and first queries whether the illegal behavior subject exists. If so, the illegal behavior subject is used to query the corresponding latest illegal behavior cases and return them to the IVR system; if the illegal behavior subject does not exist, these illegal behavior identifiers are used to match the existing illegal behavior types, select the illegal behavior type with the highest matching degree, and then query the latest illegal behavior cases under the illegal behavior type and return them to the IVR system.

[0114] Step A4: The IVR outputs the target case to the first reporting user and sends an inquiry message to the first reporting user.

[0115] The IVR judges the result returned by the electronic device. At this time:

[0116] If no target case is returned, the IVR system transfers the resident to a human agent who has skill group attributes for all illegal behavior types;

[0117] If the data returned is of the subject of illegal behavior, the IVR system will report to the first reporting user that in the past XX months, the subject of illegal behavior has been involved in XX illegal behaviors, and the total amount of illegal behaviors is XX. If the subject of illegal behavior is marked for investigation, the system will continue to report "the subject of illegal behavior is currently in the stage of being filed for investigation."

[0118] If the returned data is the type of illegal behavior, the IVR system will report to the first reporting user that in the past XX months, this type of illegal behavior involved XX illegal behaviors, and the total amount of illegal behaviors was XX.

[0119] Next, the IVR system broadcasts the detailed information of the illegal behavior case to the first reporting user (e.g., at XX time, Mr. / Ms. X in XX community encountered XX type of illegal behavior, the illegal behavior amount was XX, and the process was XXX). After each illegal behavior case is broadcast, the system asks the first reporting user, "Is the situation you are experiencing now consistent with this case?" At this time, if the first reporting user answers no, the next illegal behavior case will continue to be broadcast; if the first reporting user answers yes, then if it is the data of the illegal behavior subject and the illegal behavior amount reported by the first reporting user is greater than 0, the IVR system notifies the anti-illegal behavior system of the electronic device to accumulate the illegal behavior amount of the illegal behavior subject. If the accumulated illegal behavior amount exceeds the system threshold, the case filing and investigation process of the illegal behavior subject is triggered;

[0120] If this case is marked as accepting consultations from others and the number of consultations has not exceeded the limit, the system will remind "Do you need to connect to the initiator of this case for telephone consultation?" At this time, if the first whistleblower answers yes, the system will remind the first whistleblower "Please take care of your money and belongings, do not believe any unfamiliar information, and do not be greedy for small gains. The call is being transferred, please wait", and then transfer the first whistleblower to the initiator, and notify the anti-illegal behavior system to increase the number of consultations for this case by 1;

[0121] If the case is marked as not accepting consultation from others or the first whistleblower user disagrees with the initiator of the consultation case, the system reminds the first whistleblower user that "the system has determined that you are at risk of illegal behavior. Please immediately stop all operations related to illegal behavior. The system has submitted your feedback to the relevant department. If necessary, you will be contacted later. Please take care of your money and property, do not believe any unfamiliar information, and do not be greedy for small gains. Thank you for your call, goodbye", and then end the call;

[0122] After all cases have been reported and the first reporting user still has not answered yes, if the data returned is the subject of the illegal behavior, the IVR system will transfer the first reporting user to an agent who has previous experience in handling the subject of the illegal behavior; if the data returned is the type of illegal behavior, the IVR system will transfer the first reporting user to a manual agent who has the skill group attributes of the corresponding illegal behavior type.

[0123] Among them, each type of illegal behavior corresponds to a skill group attribute. A human agent can have multiple skill group attributes. Each skill group attribute represents that the human agent can handle incoming consultations of this type of illegal behavior. After answering the incoming consultation call transferred by the IVR system, the human agent will learn the consultation questions of the first reporting user in detail and determine whether the first reporting user is at risk of illegal behavior. If the first reporting user is at risk of illegal behavior, the human agent will explain the characteristics of this type of illegal behavior to the first reporting user, and persuade the first reporting user to get out of risk based on the latest case, and request the dispatch system to stop the illegal behavior nearby if necessary; if the first reporting user is not at risk, the human agent will choose to end the call.

[0124] Step A5: If the electronic device detects that there is no target case matching the intended reporting information in the pre-stored cases, the IVR transfers the first reporting user to a manual agent.

[0125] It should be noted that, for this step, reference may be made to the relevant content of the IVR embodiment side, and no further details will be given here.

[0126] It should be noted that after the call is over, the anti-illegal behavior system of the electronic device will disassemble and analyze the intention to report information transmitted by the IVR system, and collect elements such as the time of occurrence, place of occurrence (specific to the community), name, contact information, subject of the illegal behavior (such as WeChat account, telecom number, App name, etc.), amount of illegal behavior, process of occurrence, whether to accept consultation from others, and number of consultations per day. For the first reporting user who has matched the illegal behavior type and has a relatively high degree of information completeness (all elements required for an illegal behavior case are met), the anti-illegal behavior system initiates a review process and hands it over to a manual agent administrator for review. The manual agent administrator reviews this process to determine whether it can become a new illegal behavior case. If so, the anti-illegal behavior system records this case as a new illegal behavior case under this illegal behavior type; for the first reporting user who has not matched the illegal behavior type, the anti-illegal behavior system initiates a review process and hands it over to a manual agent administrator for review. The manual agent administrator reviews this process to determine whether it can become a new illegal behavior case. If so, the anti-illegal behavior system creates this new illegal behavior type and records this case as a new illegal behavior case under this illegal behavior type.

[0127] In this way, through the above process, this embodiment enables the first reporting user to judge whether he or she is engaging in illegal behavior through the target case, enables the first reporting user to judge whether he or she is at risk of being subjected to illegal behavior, and provides timely and effective reminders to the reporting user, thereby preventing illegal behavior in various scenarios.

[0128] It should be noted that the execution subject of the intention detection method provided in the embodiment of the present application may be an intention detection device, or a control module in the intention detection device for executing the intention detection method. In the embodiment of the present application, the method of executing intention detection by the intention detection device is taken as an example to illustrate the intention detection device provided in the embodiment of the present application.

[0129] like Figure 4 As shown, the device comprises:

[0130] The receiving module 401 is used to receive the intention to report information sent by the interactive voice response system IVR; wherein the intention to report information is obtained after the IVR answers the intention to report call, and the intention to report call is triggered after the first reporting user dials the reporting number;

[0131] A detection module 402 is used to detect whether there is a target case matching the intended notification information in the pre-stored cases;

[0132] The output module 403 is configured to output the target case to the first reporting user through the IVR if the target case is detected.

[0133] In a possible implementation, the intention notification information includes a target intention subject; the detection module 402 is used to:

[0134] Matching the intended subject corresponding to the pre-stored case with the target intended subject;

[0135] If the intent subjects corresponding to N cases match the target intent subject, the N cases are determined as the target cases, where N is a positive integer.

[0136] In a possible implementation, the intention notification information further includes a target intention type; and the detection module 402 is used to:

[0137] If none of the intent subjects corresponding to the pre-stored cases matches the target intent subject, matching the intent type corresponding to the pre-stored cases with the target intent type;

[0138] If the intent types corresponding to the M cases match the target intent type, the M cases are determined as the target cases, where M is a positive integer.

[0139] In a possible implementation manner, the device further includes a determining module, configured to:

[0140] If the intent types corresponding to the pre-stored cases do not match the target intent type, a new case is determined based on the intent notification information, and the intent type of the new case is determined as the target intent type, and the new case and the target intent type are associated and stored.

[0141] It should be noted that the execution subject of the intention detection method provided in the embodiment of the present application may be an intention detection device, or a control module in the intention detection device for executing the intention detection method. In the embodiment of the present application, the method of executing intention detection by the intention detection device is taken as an example to illustrate the intention detection device provided in the embodiment of the present application.

[0142] like Figure 5 As shown, the device comprises:

[0143] The sending module 501 is used to send the intention to report information to the electronic device; wherein the intention to report information is obtained after the IVR answers the intention to report call, and the intention to report call is triggered after the first reporting user dials the reporting number;

[0144] A receiving module 502 is used to receive a target case sent by the electronic device, where the target case is a pre-stored case detected by the electronic device and matches the intended notification information;

[0145] The output module 503 is used to output the target case to the first reporting user.

[0146] In a possible implementation, the number of target cases is N, where N is a positive integer; the output module 503 is further configured to:

[0147] After each target case is output, query information is output to the first reporting user, wherein the query information is used to inquire whether the output target case is consistent with the case currently reported by the first reporting user;

[0148] If the output target case matches the case currently reported by the first reporting user, at least one of the following is performed:

[0149] 1) If the intended subject corresponding to the target case matches the target intended subject corresponding to the intended reporting information, a notification message is sent to the electronic device, and the notification message is used to notify an investigation of the target intended subject; 2) If the second reporting user of the target case is consulted less than a preset number of times, the first reporting user is transferred to the second reporting user; 3) A warning message is sent to the first reporting user.

[0150] It should be noted here that the intention detection device provided in the above embodiment can implement all the method steps and beneficial effects of the above intention detection method embodiment. To avoid repetition, the method steps and beneficial effects that are the same as those in the above method embodiment will not be repeated here.

[0151] Corresponding to the intention detection method provided in the above embodiment, based on the same technical concept, the embodiment of the present application also provides an electronic device, which is used to execute the above intention detection method. Figure 6 A schematic diagram of the structure of an electronic device for implementing various embodiments of the present application. The electronic device may have relatively large differences due to different configurations or performances, and may include a processor (processor) 610, a communication interface (Communications Interface) 620, a memory (memory) 630 and a communication bus 640, wherein the processor 610, the communication interface 620, and the memory 630 communicate with each other through the communication bus 640. The processor 610 may call a computer program stored in the memory 630 and executable on the processor 610 to perform the following steps:

[0152] Receiving the intended reporting information sent by the interactive voice response system IVR; wherein the intended reporting information is obtained after the IVR answers the intended reporting call, and the intended reporting call is triggered after the first reporting user dials the reporting number;

[0153] Detecting whether there is a target case matching the intended reporting information in the pre-stored cases;

[0154] If the target case is detected, the target case is output to the first reporting user through the IVR.

[0155] Or follow these steps:

[0156] Sending the intended reporting information to the electronic device; wherein the intended reporting information is obtained after the IVR answers the intended reporting call, and the intended reporting call is triggered after the first reporting user dials the reporting number;

[0157] Receiving a target case sent by the electronic device, the target case being a pre-stored case detected by the electronic device and matching the intended notification information;

[0158] The target case is output to the first reporting user.

[0159] An embodiment of the present application also provides a readable storage medium on which a program or instruction is stored. When the program or instruction is executed by a processor, the various processes of the above-mentioned intention detection method embodiment are implemented and the same technical effect can be achieved. To avoid repetition, it will not be repeated here.

[0160] The processor is the processor in the electronic device described in the above embodiment. The readable storage medium includes a computer readable storage medium, such as a computer read-only memory (ROM), a random access memory (RAM), a magnetic disk or an optical disk.

[0161] An embodiment of the present application further provides a chip, which includes a processor and a communication interface, wherein the communication interface is coupled to the processor, and the processor is used to run programs or instructions to implement the various processes of the above-mentioned intention detection method embodiment, and can achieve the same technical effect. To avoid repetition, it will not be repeated here.

[0162] It should be understood that the chip mentioned in the embodiments of the present application can also be called a system-level chip, a system chip, a chip system or a system-on-chip chip, etc.

[0163] It should be noted that, in this article, the terms "comprise", "include" or any other variant thereof are intended to cover non-exclusive inclusion, so that the process, method, article or device including a series of elements includes not only those elements, but also includes other elements not explicitly listed, or also includes elements inherent to such process, method, article or device. In the absence of further restrictions, the elements defined by the sentence "comprise one..." do not exclude the presence of other identical elements in the process, method, article or device including the element. In addition, it should be pointed out that the scope of the methods and devices in the embodiments of the present application is not limited to performing functions in the order shown or discussed, and may also include performing functions in a substantially simultaneous manner or in reverse order according to the functions involved, for example, the described method may be performed in an order different from that described, and various steps may also be added, omitted, or combined. In addition, the features described with reference to certain examples may be combined in other examples.

[0164] Through the description of the above implementation methods, those skilled in the art can clearly understand that the above-mentioned embodiment methods can be implemented by means of software plus a necessary general hardware platform, and of course by hardware, but in many cases the former is a better implementation method. Based on such an understanding, the technical solution of the present application is essentially or the part that contributes to the prior art can be embodied in the form of a computer software product, which is stored in a storage medium (such as ROM / RAM, a disk, or an optical disk), and includes a number of instructions for a terminal (which can be a mobile phone, a computer, a server, or a network device, etc.) to execute the methods described in each embodiment of the present application.

[0165] The embodiments of the present application are described above in conjunction with the accompanying drawings, but the present application is not limited to the above-mentioned specific implementation methods. The above-mentioned specific implementation methods are merely illustrative and not restrictive. Under the guidance of the present application, ordinary technicians in this field can also make many forms without departing from the purpose of the present application and the scope of protection of the claims, all of which are within the protection of the present application.

Claims

1. An intention detection method, applied to an electronic device, characterized in that: The method comprises: Receiving the intention notification information sent by the interactive voice response system IVR; wherein the intention notification information is obtained after the IVR answers the intention notification call, the intention notification call is triggered after the first notification user dials the notification number, and the intention notification information includes the target intention subject; Detect whether there is a target case matching the intended notification information in the pre-stored cases, wherein the target case includes the name and contact information of the corresponding user, the occurrence process and the intended subject; wherein the intended subject includes the application name and application account; If the target case is detected, the target case is output to the first reporting user through the IVR, so that the first reporting user determines the intention corresponding to the intended reporting information through the target case.

2. The method according to claim 1, characterized in that The detecting whether there is a target case matching the intended notification information in the pre-stored cases, and the detecting whether there is a target case matching the intended notification information in the pre-stored cases, include: Matching the intended subject corresponding to the pre-stored case with the target intended subject; If the intent subjects corresponding to N cases match the target intent subject, the N cases are determined as the target cases, where N is a positive integer.

3. The method according to claim 2, characterized in that The intention notification information also includes a target intention type; the method also includes: If none of the intent subjects corresponding to the pre-stored cases matches the target intent subject, matching the intent type corresponding to the pre-stored cases with the target intent type; If the intent types corresponding to the M cases match the target intent type, the M cases are determined as the target cases, where M is a positive integer.

4. The method according to claim 3, characterized in that The method further comprises: If the intent types corresponding to the pre-stored cases do not match the target intent type, a new case is determined based on the intent notification information, and the intent type of the new case is determined as the target intent type, and the new case and the target intent type are associated and stored.

5. An intention detection method, applied to an interactive voice response system (IVR), characterized in that: The method comprises: Sending the intended report information to the electronic device; wherein the intended report information is obtained after the IVR answers the intended report call, the intended report call is triggered after the first report user dials the report number, and the intended report information includes the target intention subject; Receiving a target case sent by the electronic device, the target case being a pre-stored case detected by the electronic device and matching the intended notification information, the target case including the name and contact information of the corresponding user, the occurrence process and the intended subject; wherein the intended subject includes the application name and application account; The target case is output to the first reporting user, so that the first reporting user determines the intention corresponding to the intended reporting information through the target case.

6. The method according to claim 5, characterized in that The number of target cases is N, where N is a positive integer; the method further includes: After each target case is output, query information is output to the first reporting user, wherein the query information is used to inquire whether the output target case is consistent with the case currently reported by the first reporting user; If the output target case matches the case currently reported by the first reporting user, at least one of the following is performed: 1) If the intended subject corresponding to the target case matches the target intended subject corresponding to the intended reporting information, a notification message is sent to the electronic device, and the notification message is used to notify an investigation of the target intended subject; 2) If the second reporting user of the target case is consulted less than a preset number of times, the first reporting user is transferred to the second reporting user; 3) A warning message is sent to the first reporting user.

7. An intention detection device, characterized in that: Applied to electronic equipment, characterized by comprising: A receiving module, used for receiving the intention notification information sent by the interactive voice response system IVR; wherein the intention notification information is obtained after the IVR answers the intention notification call, the intention notification call is triggered after the first notification user dials the notification number, and the intention notification information includes the target intention subject; A detection module, used to detect whether there is a target case matching the intended notification information in the pre-stored cases, wherein the target case includes the name and contact information of the corresponding user, the occurrence process and the intended subject, wherein the intended subject includes the application name and application account; The output module is used for outputting the target case to the first reporting user through the IVR if the target case is detected, so that the first reporting user can judge the intention corresponding to the intended reporting information through the target case.

8. An intention detection device, characterized in that: Applied to an interactive voice response system IVR, characterized by comprising: A sending module, used for sending the intention to report information to the electronic device; wherein the intention to report information is obtained after the IVR answers the intention to report call, the intention to report call is triggered after the first reporting user dials the reporting number, and the intention to report information includes the target intention subject; A receiving module, configured to receive a target case sent by the electronic device, wherein the target case is a pre-stored case detected by the electronic device and matches the intended notification information, and the target case includes the name and contact information of the corresponding user, the occurrence process and the intended subject; wherein the intended subject includes the application name and application account; An output module is used to output the target case to the first whistleblower user, so that the first whistleblower user can judge the intention corresponding to the intended whistleblowing information through the target case.

9. An electronic device, characterized in that: It includes a processor, a memory, and a program or instruction stored in the memory and executable on the processor, wherein when the program or instruction is executed by the processor, the steps of the intention detection method as described in any one of claims 1 to 4 are implemented, or the steps of the intention detection method as described in claim 5 or 6 are executed.

10. A readable storage medium, characterized in that: The readable storage medium stores programs or instructions, and when the programs or instructions are executed by the processor, the steps of the intention detection method as described in any one of claims 1 to 4 are implemented, or the steps of the intention detection method as described in claim 5 or 6 are executed.

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