Information processing method and device, electronic equipment and storage medium

Abstract

The present disclosure provides an information processing method, device, electronic equipment and storage medium. An information processing method comprises: providing a first control in a target session, wherein members of the target session comprise a chat robot and a current user; in response to a first operation on the first control, creating a first artificial session; wherein members of the first artificial session comprise the current user and a first processing personnel, and at least one other artificial session is created through the target session. The method of the present disclosure can facilitate a user to follow up and process multiple questions at the same time.

Description

Technical Field

[0001] This disclosure relates to the field of computer technology, and more particularly to an information processing method, apparatus, electronic device, and storage medium. Background Technology

[0002] With the development of technology, more and more clients have provided a help desk function. In the help desk, there are users and chatbots. Users can ask questions to the chatbots and get answers to their questions. Summary of the Invention

[0003] This disclosure provides an information processing method, apparatus, electronic device, and storage medium.

[0004] The following technical solution is adopted in this disclosure.

[0005] In some embodiments, this disclosure provides an information processing method, including:

[0006] A first control is provided in the target session, wherein the members of the target session include the chatbot and the current user;

[0007] In response to a first operation on the first control, a first human session is created; wherein the members of the first human session include: the current user and the first processing personnel;

[0008] In addition, at least one other artificial session is created through the target session.

[0009] In some embodiments, this disclosure provides an information processing apparatus, including:

[0010] A control unit is used to provide first controls in a target session, wherein members of the target session include the chatbot and the current user;

[0011] A creation unit is configured to create a first human session in response to a first operation on the first control;

[0012] The members of the first manual session include: the current user and the first processing personnel;

[0013] The creation unit is also used to: create at least one other artificial session through the target session.

[0014] In some embodiments, this disclosure provides an electronic device, including: at least one memory and at least one processor;

[0015] The memory is used to store program code, and the processor is used to call the program code stored in the memory to execute the above method.

[0016] In some embodiments, this disclosure provides a computer-readable storage medium for storing program code that, when executed by a processor, causes the processor to perform the methods described above.

[0017] The information processing methods provided in some embodiments of this disclosure include providing a first control in a target session; creating a first human session in response to a first operation on the first control; a human session can be used to handle one problem, and a user can create at least one other human session through the target session, thereby simultaneously following up and providing feedback on multiple problems, solving the problem that a user can only provide feedback on one problem and cannot simultaneously provide feedback on multiple problems. Attached Figure Description

[0018] The above and other features, advantages, and aspects of the embodiments of this disclosure will become more apparent from the accompanying drawings and the following detailed description. Throughout the drawings, the same or similar reference numerals denote the same or similar elements. It should be understood that the drawings are schematic, and elements are not necessarily drawn to scale.

[0019] Figure 1 This is a flowchart of an information processing method according to an embodiment of the present disclosure.

[0020] Figure 2 This is a schematic diagram of the target session in an embodiment of this disclosure.

[0021] Figure 3 This is a schematic diagram of a work order according to an embodiment of this disclosure.

[0022] Figures 4 to 7 This is a schematic diagram of the target session in an embodiment of this disclosure.

[0023] Figures 8 to 14 This is a schematic diagram of a first human session according to an embodiment of this disclosure.

[0024] Figure 15 This is a schematic diagram of the structure of an electronic device according to an embodiment of the present disclosure. Detailed Implementation

[0025] Embodiments of this disclosure will now be described in more detail with reference to the accompanying drawings. While some embodiments of this disclosure are shown in the drawings, it should be understood that this disclosure can be implemented in various forms and should not be construed as limited to the embodiments set forth herein. Rather, these embodiments are provided to provide a more thorough and complete understanding of this disclosure. It should be understood that the accompanying drawings and embodiments of this disclosure are for illustrative purposes only and are not intended to limit the scope of protection of this disclosure.

[0026] It should be understood that the various steps described in the method embodiments of this disclosure can be performed in sequence and / or in parallel. Furthermore, method embodiments may include additional steps and / or omit the steps shown. The scope of this disclosure is not limited in this respect.

[0027] The term "comprising" and its variations as used herein are open-ended inclusions, meaning "including but not limited to". The term "based on" means "at least partially based on". The term "one embodiment" means "at least one embodiment"; the term "another embodiment" means "at least one additional embodiment"; the term "some embodiments" means "at least some embodiments". Definitions of other terms will be given in the description below.

[0028] It should be noted that the concepts of "first" and "second" mentioned in this disclosure are used only to distinguish different devices, modules or units, and are not used to limit the order of functions performed by these devices, modules or units or their interdependencies.

[0029] It should be noted that the use of the word "a" in this disclosure is illustrative rather than restrictive, and those skilled in the art should understand that it should be understood as "one or more" unless otherwise expressly indicated in the context.

[0030] The names of messages or information exchanged between multiple devices in the embodiments of this disclosure are for illustrative purposes only and are not intended to limit the scope of such messages or information.

[0031] The solutions provided by the embodiments of this disclosure will be described in detail below with reference to the accompanying drawings.

[0032] Help desks are increasingly used internally and externally by businesses. A help desk is a special type of chatbot where users submit questions, and the chatbot provides answers. Work orders, also known as work forms, are widely used in various enterprises. In typical scenarios, such as customer service and sales teams, when receiving questions from external customers, they need to answer them. However, in related technologies, when providing human assistance, users can only submit one question at a time, making it impossible to submit or follow up on multiple questions simultaneously.

[0033] like Figure 1 As shown, Figure 1 This is a flowchart of an information processing method according to an embodiment of the present disclosure, which includes the following steps.

[0034] S11. Provide the first control in the target session.

[0035] In some embodiments, the method proposed in this disclosure can be used on a client, such as a communication client, or a functional platform integrating communication functions, such as a collaborative office platform, a shopping platform, or a consultation platform. Members of the target session include a chatbot and the current user. The target session can be a service desk session exclusively for the current user, which may contain only the current user and the chatbot, or other users may join the session if the current user or the chatbot adds other users. The chatbot can be an automated reply robot, which can be a chatbot customer service representative. A first control is provided in the target session, which may be directly displayed in the target session or displayed when certain conditions are met.

[0036] S12. In response to the first operation on the first control, create the first human session.

[0037] In some embodiments, the first operation may be triggered by clicking, for example, by an action that activates the first control. After the current user performs the first operation, a first human intervention session is created. This first human intervention session is the only session created in this instance. A human intervention session can be used, for example, to handle a problem or to provide a human consultation. The first human intervention session can be used to handle a first problem. Members of the first human intervention session include the current user and the first human intervention specialist, and may also include a chatbot. A confirmation control may be displayed before the first human intervention session is created; the session is created only after confirmation via this control.

[0038] S13. Create at least one other artificial session through the target session.

[0039] In some embodiments, at least one additional manual session may be created through the target session before the first problem is resolved. These additional manual sessions may be sessions used to handle other problems.

[0040] In some embodiments, non-chatbot handlers are added to the human session to provide human assistance to the user. Therefore, the user can communicate with multiple handlers simultaneously and follow up on multiple issues. In some embodiments, one human session can handle one issue. If the user has multiple issues to address, multiple human sessions will be created. In this embodiment, the user does not need to wait for the first human session to end; they can create other human sessions to handle other issues before the first issue is resolved. For example, after creating the first human session, the user can create a second human session through the target session to handle the second issue before the first issue is resolved. This allows the user to follow up and provide feedback on multiple issues simultaneously, solving the problem that a user can only follow up on one issue at a time. The target session can be a dedicated group bound to the current user; different users each have their own dedicated group.

[0041] In some embodiments of this disclosure, after creating the first human session, the method further includes: obtaining the first work order corresponding to the first human session, and updating the first work order based on the messages in the first human session.

[0042] In some embodiments, the first work order can be obtained by creating a first work order or by obtaining an existing first work order. In the first human interaction session, the current user will ask a question related to the first problem, and the first handler will also respond to the current user's question, thus generating messages in the first human interaction session. These messages are related to the first problem, and the first work order can be a work order used to record the processing status of the first problem. Therefore, after the interaction messages between the current user and the first handler are generated in the first human interaction session, the first work order needs to be updated based on these messages, such as recording the content of the first problem, processing status, handler, and other information.

[0043] In some embodiments of this disclosure, a first control is provided in the target session, including: in response to a message related to a first question sent by the current user in the target session, the chatbot replies based on the message related to the first question and displays the first control.

[0044] In some embodiments, before creating the first human-controlled session, the user can directly perform the first operation on the first control to create the first human-controlled session without sending any messages in the target session. In other embodiments, the current user can send a message related to the first question in the target session. The message related to the first question sent by the current user in the target session can be a description or inquiry from the current user regarding the first question. The chatbot's response can be a reply to the information raised by the current user regarding the first question, such as answering the current user's question. Figure 2For example, if a user wants to ask about a computer stand and sends "computer stand" in the target session, the bot will reply, for example, if there is no relevant answer, it will reply as follows: Figure 2 As shown, the first control will also be displayed, such as "Transfer to human" in the message card of the reply message. After the user triggers the first control, the first human session will be created.

[0045] In some embodiments of this disclosure, the method further includes: after the current user sends a message related to the first question in the target session, generating a second work order based on the message related to the first question. After creating a first human intervention session, converting the second work order into a first work order, and updating the first work order based on the messages in the first human intervention session.

[0046] In some embodiments, the current user can send a query message for the first question in the target session. Based on these messages, a second work order is generated. The second work order can be a robot work order. This second work order records the communication status of the current user in the target session, as well as the handling status of the first question. Backend administrators can then gradually optimize the chatbot's response control logic based on the feedback from the second work order. In some embodiments, using... Figure 2 For example, if a user sends a message about a computer stand, the chatbot can create a second work order. The chatbot "IT Service Desk" replies "No relevant answer found" and provides a first control for transferring the user to a human agent. The user triggers the first control by clicking, thus creating the first human agent session and converting the second work order into the first work order. Figure 3 The first work order is displayed schematically. Then, as the current user communicates with the handler in the first human interaction session, the first work order will be updated based on the messages exchanged.

[0047] In some embodiments, work orders are divided into robot work orders and human work orders. Work orders created in the target session are robot work orders, such as the second work order, while work orders created in the human session are human work orders, such as the first work order. After the second work order is converted into the first work order, the second work order no longer exists. Therefore, one problem corresponds to one work order. After the first work order is created, the relevant messages of the first problem in the target session and the first human session are also stored in a human work order. After the human work order is generated, the interaction in the target session will generate a new robot work order.

[0048] In some embodiments, after performing the first operation on the first control, there may not be enough personnel available for allocation, i.e., queuing is required. In this case, such as Figure 4As shown, the number of people in the queue will be displayed in the target session. After the current user's queue ends, a first human assistant session will be created, and the user can automatically enter the first human assistant session after its creation. In some embodiments, the number of people in the queue in the target session can be updated in real time, or the number of people in the queue in the target session can be updated only when the first control is triggered. After the queue ends, a prompt will be sent to the target session indicating that the queue has ended and that a handler has been assigned.

[0049] In some embodiments of this disclosure, creating a first human session in response to a first operation on the first control includes: determining whether a form function is enabled in response to the first operation on the first control; if the form function is enabled, displaying a form to be filled in, creating a first human session after the form is filled in, and sending a first message generated based on the form to the first human session; if the form function is not enabled, creating a first human session.

[0050] In some embodiments, a form can be filled out before transferring to the first human agent session. The form can be an associated form for the first question, allowing the user to input information related to that question. This way, after the first human agent session is created, the form is sent to that session, reducing communication costs and time between the current user and the first human agent. In some embodiments, such as... Figure 5 As shown, after performing the first operation on the first control, if the form function is enabled, the "Expand Form" control used to open the form can be displayed. After the control for opening the form is triggered, as shown... Figure 6 As shown, a form is displayed where users can fill in a problem description. After the first human interaction session is created, the chatbot can send a message in the target session, displaying a control to enter the first human interaction session. For example... Figure 9 As shown, after entering the first human intervention session, a first message including a form will be sent in the first human intervention session, so that the first person handling the issue can understand the first problem based on the form.

[0051] In some embodiments of this disclosure, after creating a first human session, the method further includes: sending a second message in the first human session, the second message being generated based on a message related to the first question in the target session.

[0052] In some embodiments, such as Figure 8 and Figure 9 The "IT Service Desk with 186 Pages in Processing" shown is the first human operator session, in which a second message was sent ( Figure 8 and Figure 9The first message in the context of the first question (or the second message sent by the chatbot) can contain messages sent by the current user in the target session. This allows the first handler to quickly understand the situation of the first question and avoids the current user from repeatedly sending messages that have already been sent in the target session. In some embodiments, the second message may include the N most recent messages about the first question in the target session, where N can be 10. The maximum number of text messages and the maximum number of image messages among the N messages can be limited, with text messages being displayed before image messages.

[0053] In some embodiments of this disclosure, the name of the first artificial session includes: the information interaction state of the first processor and / or the current user; the name of the first artificial session changes as the information interaction state of the first processor and / or the current user changes.

[0054] In some embodiments, the name of the first public session is not fixed; it can automatically change based on one or both of the information interaction status of the handler and the current user's information interaction status. Figure 8 and Figure 9 As indicated in the text, the first responder and the current user are interacting, and the first issue is being processed. Figure 10 In this process, the interaction between the first handler and the current user terminates, the first issue has been resolved, and the name of the first human intervention session is different. This allows us to determine the processing status of the first human intervention session by its name.

[0055] In some embodiments of this disclosure, the name of the first human intervention session includes at least a portion of the number of the first work order. In some embodiments, the name of the first human intervention session includes at least a portion of the information filled in the form. In some embodiments, the name of the first human intervention session includes at least a portion of the information in the relevant message for the first question.

[0056] In some embodiments, the name of the first human session can be: "Processing Status" + "Work Order Number" + "Description of the First Problem" or "[User Name] Fixed Field". The processing status is numbered in real-time as the processing status of the first problem changes. The description of the first problem can be the last question message sent by the current user in the target session, or at least part of the information filled in a form. The work order number can be the last N digits of the first work order. If the last question message and form sent by the current user in the target session are not stored, then "[User Name] Fixed Field" is selected instead. Figure 9 The name of the first human session is: [Processing] IT Service Desk for Zhang Yi (186). In some embodiments, the name of the human session is not allowed to be manually modified by the user.

[0057] In some embodiments of this disclosure, the method further includes: in response to a second operation of transferring a first work order from a first handler to a second handler, performing at least one of the following: creating a third work order, retaining or removing the first handler in a first human session based on the transfer settings, and adding the second handler to the first human session.

[0058] In some embodiments, if the current user or administrator is dissatisfied with the first handler and wants to change handlers, the first work order can be transferred to other handlers, such as... Figure 12 As shown, after the transfer control in the first human session is triggered, a transfer work panel is displayed. In the work panel, the first work order can be transferred to another handler, and the organization of the second handler (this desk or another desk) can be selected. Figure 13 As shown, after selecting the organization to which the second handler belongs, the restrictions on the second handler and the selected second handler are further displayed. A transfer note can be entered during the transfer process, and the transfer note will be sent to the second handler. After transferring the first work order to the second handler, as shown... Figure 14 As shown, the chatbot can send notification messages and automatically pull the second handler into the first human session. During the transfer, it can be set whether the first handler should be removed from the first human session.

[0059] In some embodiments of this disclosure, the method further includes: in response to a second operation on a second control in a first human session, performing at least one of the following: sending an evaluation control in the first human session, retaining the first human session, sending a third message in the first human session indicating that the interaction with the first handler has ended, removing the handler from the first human session, and displaying a control for jumping back to the target session if the current user sends a message in the first human session.

[0060] In some embodiments, such as Figure 8 and Figure 9 As shown, at the bottom of the first human intervention session, there is a second control, "End Consultation." Clicking this second control will terminate the interaction with the first human intervention person. Figure 10As shown, the chatbot can send an evaluation control during the first human interaction session. The current user can evaluate the processing status, and whether to send the evaluation control is configurable. Furthermore, the first human interaction session is not terminated; it is not a temporary session. The user can find the session in the message stream list. The chatbot can also send a third message to indicate that the interaction with the first handler has ended. This third message can display a control for jumping back to the target session and remove the handler (e.g., the first handler) from the first human interaction session. Only the chatbot and the current user remain in the first human interaction session. If the current user continues to send messages in the first human interaction session, such as... Figure 11 As shown, Zhang Yi sent "I have another question." Since a session can only handle one question, and the person handling the question has already left, a control to jump back to the target session will be displayed. For example, the third message can be resent at this point. This avoids handling multiple questions in one human session.

[0061] In some embodiments of this disclosure, a chatbot can create a human session, and members of the human session may include the chatbot. The chatbot can create a first work order or a second work order. After creating the first human session, a third control for entering the first human session is displayed in the target session. See also... Figure 7 The "Go to work order group" button is a third-party control.

[0062] In some embodiments of this disclosure, if the first operator does not reply to the user within a first preset time period during the first human-machine session, a fourth message is sent to the administrator. This fourth message is used to redirect to the first human-machine session after the third operation is performed, and / or to remind the first operator after the fourth operation is performed. In some embodiments, if the first operator does not reply to the user for an extended period during the first human-machine session, leading to a poor user experience, a fourth message is sent to the administrator. This fourth message may include a control for redirecting to the first human-machine session, allowing the administrator to access the session and address the user's issue. The fourth message may also include a control for reminding the first operator, which, when triggered, sends a reminder message to the first operator.

[0063] In some embodiments of this disclosure, after a second work order is generated based on the first problem, if there is no interaction in the target session for a second preset duration, the second work order is closed. In some embodiments, if no first work order is generated after the second work order is generated, the second work order is retained and not converted into the first work order. In this case, the second work order is updated according to the messages in the target session. If the second work order is not updated for a long time, it indicates that the user has likely resolved the problem, and there is no need to continue updating the second work order, so the second work order is closed.

[0064] In some embodiments of this disclosure, after creating a first human session, if a message related to a second question is sent in the target session, a fourth work order is generated based on the message related to the second question. In some embodiments, one work order corresponds to one question; the first question corresponds to the second work order. After creating the first human session, the second work order is converted into the first work order. At this time, the work order corresponding to the first question becomes the first work order. If a message related to the second question is sent in the target session, a fourth work order corresponding to the second question will be generated. If the first control is triggered at this time, another human session will be generated, and the fourth work order will be converted into a fifth work order. The work order generated in the target session can be a robot work order, and the work order in the human session can be a human work order.

[0065] In some embodiments of this disclosure, a first setting control can be provided. If the first setting control is in a first state, after the first operation is performed on the first control, a first human session is created, and the current user and the first handler are invited to the session. At this time, a user can create multiple human sessions, which means multiple work orders can be created. One work order corresponds to one human session. The current user can continue to handle the second problem before finishing the handling of the first problem. The chatbot can create a form for the second problem, so the current user can follow up on and handle multiple problems simultaneously, and there can be multiple unclosed work orders at the same time. If the first setting control is in a second state, the next problem can only be handled after the first problem is finished, and another human session can only be created after the first problem is finished. Only one work order is in an unclosed state at a time.

[0066] In some embodiments, the target session is a dedicated session, with each user having their own target session, consisting only of the user and the chatbot. In other embodiments, the target session can be any session, simply with a chatbot added. That is, this disclosure can be used in different usage scenarios, limiting the creation of a human session to either a dedicated session or a regular session. In some embodiments, whether the target session is a dedicated or arbitrary session can be set via a second setting control. In some embodiments, the second setting control can be displayed when the user has preset permissions, in which case the target session can be defaulted to a dedicated session; otherwise, it is not displayed. Target sessions and human sessions can be distinguished based on session attribute information.

[0067] In some embodiments, when the target session is a first type of session, the first settings control may not be displayed, and it can be set to the first state by default. When the target session is a second type of session, the first settings control is displayed, and the user can choose the state of the first settings control.

[0068] In some embodiments of this disclosure, work orders are created in the form of sessions. Different sessions are created for different issues, with the issue description used as the session name. The processing status of the work order (the processing status of the issue) is synchronized at the session name, thereby making it easy to distinguish between different issues and different processing statuses.

[0069] This disclosure also proposes an information processing apparatus, comprising:

[0070] A control unit is used to provide first controls in a target session, wherein members of the target session include the chatbot and the current user;

[0071] A creation unit is configured to create a first human session in response to a first operation on the first control;

[0072] The members of the first manual session include: the current user and the first processing personnel;

[0073] The creation unit is also used to: create at least one other artificial session through the target session.

[0074] In some embodiments, the control unit is further configured to, after creating a first human session, obtain a first work order corresponding to the first human session, and update the first work order based on the messages in the first human session.

[0075] In some embodiments, a first control is provided in the target session, including: in response to a message related to a first question sent by the current user in the target session, the chatbot replies based on the message related to the first question and displays the first control.

[0076] In some embodiments, the control unit is further configured to: after the current user sends a message related to the first question in the target session, generate a second work order based on the message related to the first question;

[0077] After creating the first human session, the second work order is converted into the first work order, and the first work order is updated based on the messages in the first human session.

[0078] In some embodiments, creating a first human session in response to a first operation on the first control includes: determining whether form functionality is enabled in response to a first operation on the first control;

[0079] If the form function is enabled, the form to be filled out will be displayed in the target session. After the form is filled out, a first human session will be created and a first message generated based on the form will be sent to the first human session.

[0080] If the form function is not enabled, the first human session will be created.

[0081] In some embodiments, the control unit is further configured to, after creating a first human session, send a second message in the first human session, the second message being generated based on relevant messages about the first question in the target session.

[0082] In some embodiments, the name of the first human session includes: the information interaction status of the first handler and / or the current user;

[0083] The name of the first human session changes as the information interaction status of the first processor and / or the current user changes.

[0084] In some embodiments, the name of the first human session includes at least a portion of the number of the first work order.

[0085] In some embodiments, the name of the first human session includes at least some of the information filled in the form.

[0086] In some embodiments, the name of the first human session includes at least a portion of the information in the relevant message for the first question.

[0087] In some embodiments, the control unit is further configured to perform at least one of the following in response to a second operation of transferring the first work order from a first handler to a second handler:

[0088] Create a third work order, retain or remove the first handler in the first human session based on the transfer settings, and add the second handler to the first human session.

[0089] In some embodiments, the control unit is further configured to: in response to a second operation on the second control in the first human interaction, perform at least one of the following:

[0090] Send an evaluation control in the first human session, retain the first human session, send a third message in the first human session indicating that the interaction with the first handler has ended, display a control for jumping back to the target session, remove the handler from the first human session, and display a control for jumping back to the target session if the current user sends a message in the first human session.

[0091] In some embodiments, the chatbot creates the human conversation.

[0092] In some embodiments, members of the human session include the chatbot.

[0093] In some embodiments, the control unit is further configured to: after the first artificial session is created, display a third control in the target session for entering the first artificial session.

[0094] In some embodiments, the control unit is further configured to: in the first human interaction session, if the first processing personnel does not reply to the current user within a first preset time period, send a fourth message to the administrator, the fourth message being used to jump back to the first human interaction session after the third operation is performed, and / or, the fourth message being used to remind the first processing personnel after the fourth operation is performed;

[0095] In some embodiments, when at least one other artificial session is created through the target session, the interaction with the first processor in the first artificial session has not yet ended.

[0096] In some embodiments, the control unit is further configured to: after generating a second work order based on the relevant message of the first problem, if there is no interaction in the target session for a second consecutive preset duration, close the second work order;

[0097] In some embodiments, the control unit is further configured to: after creating a first human session, if a message related to a second question is sent in the target session, generate a fourth work order based on the message related to the second question.

[0098] For embodiments of the apparatus, since they basically correspond to the method embodiments, relevant details can be found in the descriptions of the method embodiments. The apparatus embodiments described above are merely illustrative, and the modules described as separate modules may or may not be separate. Some or all of the modules can be selected to achieve the purpose of this embodiment according to actual needs. Those skilled in the art can understand and implement this without any creative effort.

[0099] The methods and apparatus of this disclosure have been described above based on embodiments and application examples. Furthermore, this disclosure also provides an electronic device and a computer-readable storage medium, which are described below.

[0100] The following is for reference. Figure 15The figure illustrates a structural schematic of an electronic device (e.g., a terminal device or server) 800 suitable for implementing embodiments of the present disclosure. The terminal device in the embodiments of the present disclosure may include, but is not limited to, mobile terminals such as mobile phones, laptops, digital broadcast receivers, PDAs (personal digital assistants), PADs (tablet computers), PMPs (portable multimedia players), in-vehicle terminals (e.g., in-vehicle navigation terminals), and fixed terminals such as digital TVs and desktop computers. The electronic device shown in the figure is merely an example and should not be construed as limiting the functionality and scope of the embodiments of the present disclosure.

[0101] Electronic device 800 may include a processing device (e.g., a central processing unit, a graphics processing unit, etc.) 801, which can perform various appropriate actions and processes according to a program stored in read-only memory (ROM) 802 or a program loaded from storage device 808 into random access memory (RAM) 803. RAM 803 also stores various programs and data required for the operation of electronic device 800. The processing device 801, ROM 802, and RAM 803 are interconnected via bus 804. Input / output (I / O) interface 805 is also connected to bus 804.

[0102] Typically, the following devices can be connected to I / O interface 805: input devices 806 including, for example, touchscreens, touchpads, keyboards, mice, cameras, microphones, accelerometers, gyroscopes, etc.; output devices 807 including, for example, liquid crystal displays (LCDs), speakers, vibrators, etc.; storage devices 808 including, for example, magnetic tapes, hard disks, etc.; and communication devices 809. Communication device 809 allows electronic device 800 to communicate wirelessly or wiredly with other devices to exchange data. Although an electronic device 800 with various devices is shown in the figure, it should be understood that it is not required to implement or possess all the devices shown. More or fewer devices may be implemented or possessed alternatively.

[0103] In particular, according to embodiments of this disclosure, the processes described above with reference to the flowcharts can be implemented as computer software programs. For example, embodiments of this disclosure include a computer program product comprising a computer program carried on a computer-readable medium, the computer program containing program code for performing the methods shown in the flowcharts. In such embodiments, the computer program can be downloaded and installed from a network via a communication device 809, or installed from a storage device 808, or installed from a ROM 802. When the computer program is executed by a processing device 801, it performs the functions defined in the methods of embodiments of this disclosure.

[0104] It should be noted that the computer-readable medium described in this disclosure can be a computer-readable signal medium or a computer-readable storage medium, or any combination thereof. A computer-readable storage medium can be, for example,—but not limited to—an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination thereof. More specific examples of a computer-readable storage medium may include, but are not limited to: an electrical connection having one or more wires, a portable computer disk, a hard disk, random access memory (RAM), read-only memory (ROM), erasable programmable read-only memory (EPROM or flash memory), optical fiber, portable compact disk read-only memory (CD-ROM), optical storage device, magnetic storage device, or any suitable combination thereof. In this disclosure, a computer-readable storage medium can be any tangible medium containing or storing a program that can be used by or in connection with an instruction execution system, apparatus, or device. In this disclosure, a computer-readable signal medium can include a data signal propagated in baseband or as part of a carrier wave, carrying computer-readable program code. Such propagated data signals can take various forms, including but not limited to electromagnetic signals, optical signals, or any suitable combination thereof. A computer-readable signal medium can be any computer-readable medium other than a computer-readable storage medium, which can send, propagate, or transmit a program for use by or in connection with an instruction execution system, apparatus, or device. The program code contained on the computer-readable medium can be transmitted using any suitable medium, including but not limited to: wires, optical fibers, RF (radio frequency), etc., or any suitable combination thereof.

[0105] In some implementations, clients and servers can communicate using any currently known or future-developed network protocol such as HTTP (Hypertext Transfer Protocol) and can interconnect with digital data communication (e.g., communication networks) of any form or medium. Examples of communication networks include local area networks (“LANs”), wide area networks (“WANs”), the Internet (e.g., the Internet of Things), and peer-to-peer networks (e.g., ad hoc peer-to-peer networks), as well as any currently known or future-developed networks.

[0106] The aforementioned computer-readable medium may be included in the aforementioned electronic device; or it may exist independently and not assembled into the electronic device.

[0107] The aforementioned computer-readable medium carries one or more programs, which, when executed by the electronic device, cause the electronic device to perform the methods of the present disclosure.

[0108] Computer program code for performing the operations of this disclosure can be written in one or more programming languages ​​or a combination thereof, including object-oriented programming languages ​​such as Java, Smalltalk, and C++, and conventional procedural programming languages ​​such as the "C" language or similar programming languages. The program code can be executed entirely on the user's computer, partially on the user's computer, as a standalone software package, partially on the user's computer and partially on a remote computer, or entirely on a remote computer or server. In cases involving remote computers, the remote computer can be connected to the user's computer via any type of network—including a local area network (LAN) or a wide area network (WAN)—or can be connected to an external computer (e.g., via the Internet using an Internet service provider).

[0109] The flowcharts and block diagrams in the accompanying drawings illustrate the architecture, functionality, and operation of possible implementations of systems, methods, and computer program products according to various embodiments of this disclosure. In this regard, each block in a flowchart or block diagram may represent a module, segment, or portion of code containing one or more executable instructions for implementing a specified logical function. It should also be noted that in some alternative implementations, the functions indicated in the blocks may occur in a different order than those indicated in the drawings. For example, two consecutively indicated blocks may actually be executed substantially in parallel, and they may sometimes be executed in reverse order, depending on the functions involved. It should also be noted that each block in the block diagrams and / or flowcharts, and combinations of blocks in the block diagrams and / or flowcharts, can be implemented using a dedicated hardware-based system that performs the specified function or operation, or using a combination of dedicated hardware and computer instructions.

[0110] The units described in the embodiments of this disclosure can be implemented in software or in hardware. The names of the units are not, in some cases, intended to limit the specific unit.

[0111] The functions described above in this document can be performed, at least in part, by one or more hardware logic components. For example, exemplary types of hardware logic components that can be used, without limitation, include: Field Programmable Gate Arrays (FPGAs), Application-Specific Integrated Circuits (ASICs), Application Standard Products (ASSPs), System-on-Chip (SoCs), Complex Programmable Logic Devices (CPLDs), and so on.

[0112] In the context of this disclosure, a machine-readable medium can be a tangible medium that may contain or store a program for use by or in conjunction with an instruction execution system, apparatus, or device. A machine-readable medium can be a machine-readable signal medium or a machine-readable storage medium. A machine-readable medium can be, but is not limited to, electronic, magnetic, optical, electromagnetic, infrared, or semiconductor systems, apparatus, or devices, or any suitable combination of the foregoing. More specific examples of machine-readable storage media include electrical connections based on one or more wires, portable computer disks, hard disks, random access memory (RAM), read-only memory (ROM), erasable programmable read-only memory (EPROM or flash memory), optical fiber, portable compact disk read-only memory (CD-ROM), optical storage devices, magnetic storage devices, or any suitable combination of the foregoing.

[0113] According to one or more embodiments of this disclosure, an information processing method is provided, comprising:

[0114] A first control is provided in the target session, wherein the members of the target session include the chatbot and the current user;

[0115] In response to a first operation on the first control, a first human session is created; wherein the members of the first human session include: the current user and the first processing personnel;

[0116] In addition, at least one other artificial session is created through the target session.

[0117] According to one or more embodiments of this disclosure, an information processing method is provided, which, after creating a first human session, further includes: obtaining a first work order corresponding to the first human session, and updating the first work order based on messages in the first human session.

[0118] According to one or more embodiments of this disclosure, an information processing method is provided, which provides a first control in a target session, including: in response to a message related to a first question sent by a current user in the target session, a chatbot replies based on the message related to the first question and displays the first control.

[0119] According to one or more embodiments of this disclosure, an information processing method is provided, further comprising: after the current user sends a message related to a first question in a target session, generating a second work order based on the message related to the first question;

[0120] After creating the first human session, the second work order is converted into the first work order, and the first work order is updated based on the messages in the first human session.

[0121] According to one or more embodiments of this disclosure, an information processing method is provided, which, in response to a first operation on the first control, creates a first human session, including:

[0122] In response to the first operation on the first control, determine whether the form function is enabled;

[0123] If the form function is enabled, the form to be filled out will be displayed in the target session. After the form is filled out, a first human session will be created and a first message generated based on the form will be sent to the first human session.

[0124] If the form function is not enabled, the first human session will be created.

[0125] According to one or more embodiments of this disclosure, an information processing method is provided, which, after creating a first artificial session, further includes: sending a second message in the first artificial session, the second message being generated based on a message related to the first question in the target session.

[0126] According to one or more embodiments of this disclosure, an information processing method is provided, wherein the name of the first artificial session includes: the information interaction status of the first processor and / or the current user;

[0127] The name of the first human session changes as the information interaction status of the first processor and / or the current user changes.

[0128] According to one or more embodiments of this disclosure, an information processing method is provided, wherein the name of the first human session includes at least a portion of the number of the first work order.

[0129] According to one or more embodiments of this disclosure, an information processing method is provided, wherein the name of the first human session includes at least some information filled in the form.

[0130] According to one or more embodiments of this disclosure, an information processing method is provided, wherein the name of the first artificial session includes at least a portion of information from a message related to the first question.

[0131] According to one or more embodiments of this disclosure, an information processing method is provided, further comprising:

[0132] In response to a second operation that transfers the first work order from the first handler to the second handler, at least one of the following is performed:

[0133] Create a third work order, retain or remove the first handler in the first human session based on the transfer settings, and add the second handler to the first human session.

[0134] According to one or more embodiments of this disclosure, an information processing method is provided, further comprising:

[0135] In response to a second operation on the second control in the first human session, at least one of the following is performed:

[0136] Send an evaluation control in the first human session, retain the first human session, send a third message in the first human session indicating that the interaction with the first handler has ended, display a control for jumping back to the target session, remove the handler from the first human session, and display a control for jumping back to the target session if the current user sends a message in the first human session.

[0137] According to one or more embodiments of this disclosure, an information processing method is provided that satisfies at least one of the following:

[0138] The chatbot creates the human conversation;

[0139] The members in the human-controlled session include the chatbot;

[0140] After the first human session is created, a third control for entering the first human session is displayed in the target session;

[0141] In the first human-operated session, if the first operator does not reply to the current user within a first preset time period, a fourth message is sent to the administrator. The fourth message is used to redirect to the first human-operated session after the third operation is performed, and / or the fourth message is used to remind the first operator after the fourth operation is performed.

[0142] When at least one other artificial session is created through the target session, the interaction with the first processor in the first artificial session has not yet ended.

[0143] According to one or more embodiments of this disclosure, an information processing method is provided that satisfies at least one of the following:

[0144] After generating a second work order based on the relevant messages of the first problem, if there is no interaction for a second preset duration in the target session, the second work order is closed.

[0145] After the first human session is created, if a message related to the second question is sent in the target session, a fourth work order is generated based on the message related to the second question.

[0146] According to one or more embodiments of this disclosure, an information processing apparatus is provided, comprising:

[0147] A control unit is used to provide first controls in a target session, wherein members of the target session include the chatbot and the current user;

[0148] A creation unit is configured to create a first human session in response to a first operation on the first control;

[0149] The members of the first manual session include: the current user and the first processing personnel;

[0150] The creation unit is also used to: create at least one other artificial session through the target session.

[0151] According to one or more embodiments of the present disclosure, an electronic device is provided, including: at least one memory and at least one processor;

[0152] The at least one memory is used to store program code, and the at least one processor is used to call the program code stored in the at least one memory to execute the method described in any one of the above.

[0153] According to one or more embodiments of the present disclosure, a computer-readable storage medium is provided for storing program code that, when executed by a processor, causes the processor to perform the methods described above.

[0154] The above description is merely a preferred embodiment of this disclosure and an explanation of the technical principles employed. Those skilled in the art should understand that the scope of this disclosure is not limited to technical solutions formed by specific combinations of the above-described technical features, but should also cover other technical solutions formed by arbitrary combinations of the above-described technical features or their equivalents without departing from the above-described concept. For example, technical solutions formed by substituting the above features with (but not limited to) technical features disclosed in this disclosure that have similar functions.

[0155] Furthermore, while the operations are described in a specific order, this should not be construed as requiring these operations to be performed in the specific order shown or in a sequential order. In certain environments, multitasking and parallel processing may be advantageous. Similarly, while several specific implementation details are included in the above discussion, these should not be construed as limiting the scope of this disclosure. Certain features described in the context of individual embodiments may also be implemented in combination in a single embodiment. Conversely, various features described in the context of a single embodiment may also be implemented individually or in any suitable sub-combination in multiple embodiments.

[0156] Although the subject matter has been described using language specific to structural features and / or methodological logic, it should be understood that the subject matter defined in the appended claims is not necessarily limited to the specific features or actions described above. Rather, the specific features and actions described above are merely illustrative examples of implementing the claims.

Claims

1. An information processing method, characterized in that, include: A first control is provided in the target session, wherein the members of the target session include the chatbot and the current user; In response to a first operation on the first control, a first human session is created; wherein the members of the first human session include: the current user and the first processing personnel; And, create at least one other artificial session through the target session; Wherein, the first artificial session and the other artificial sessions are artificial sessions created by the chatbot in the target session.

2. The method according to claim 1, characterized in that, After creating the first human session, the method further includes: obtaining the first work order corresponding to the first human session, and updating the first work order based on the messages in the first human session.

3. The method according to claim 1, characterized in that, In the target session, a first control is provided, including: in response to a message related to a first question sent by the current user in the target session, the chatbot replies based on the message related to the first question and displays the first control.

4. The method according to claim 3, characterized in that, Also includes: After the current user sends a message related to the first question in the target session, a second work order is generated based on the message related to the first question; After creating the first human session, the second work order is converted into the first work order, and the first work order is updated based on the messages in the first human session.

5. The method according to claim 1, characterized in that, In response to a first operation on the first control, a first human session is created, including: In response to the first operation on the first control, determine whether the form function is enabled; If the form function is enabled, the form to be filled out will be displayed in the target session. After the form is filled out, a first human session will be created and a first message generated based on the form will be sent to the first human session. If the form function is not enabled, the first human session will be created.

6. The method according to claim 3, characterized in that, After creating the first human session, the method further includes: sending a second message in the first human session, the second message being generated based on the relevant messages of the first question in the target session.

7. The method according to claim 1, characterized in that, The name of the first human interaction session includes: the information interaction status between the first handler and / or the current user; The name of the first human session changes as the information interaction status of the first processor and / or the current user changes.

8. The method according to claim 2, characterized in that, The name of the first human session includes at least a portion of the number of the first work order.

9. The method according to claim 5, characterized in that, The name of the first human session includes at least some of the information filled in the form.

10. The method according to claim 3, characterized in that, The name of the first human session includes at least a portion of the information in the relevant message for the first question.

11. The method according to claim 2, characterized in that, Also includes: In response to a second operation that transfers the first work order from the first handler to the second handler, at least one of the following is performed: Create a third work order, retain or remove the first handler in the first human session based on the transfer settings, and add the second handler to the first human session.

12. The method according to claim 1, characterized in that, Also includes: In response to a second operation on the second control in the first human session, at least one of the following is performed: Send an evaluation control in the first human session, retain the first human session, send a third message in the first human session indicating that the interaction with the first handler has ended, display a control for jumping back to the target session, remove the handler from the first human session, and display a control for jumping back to the target session if the current user sends a message in the first human session.

13. The method according to claim 1, characterized in that, It satisfies at least one of the following: The members in the human-controlled session include the chatbot; After the first human session is created, a third control for entering the first human session is displayed in the target session; In the first human-operated session, if the first operator does not reply to the current user within a first preset time period, a fourth message is sent to the administrator. The fourth message is used to redirect to the first human-operated session after the third operation is performed, and / or the fourth message is used to remind the first operator after the fourth operation is performed. When at least one other artificial session is created through the target session, the interaction with the first processor in the first artificial session has not yet ended.

14. The method according to claim 4, characterized in that, It satisfies at least one of the following: After generating a second work order based on the relevant messages of the first problem, if there is no interaction for a second preset duration in the target session, the second work order is closed. After the first human session is created, if a message related to the second question is sent in the target session, a fourth work order is generated based on the message related to the second question.

15. An information processing device, characterized in that, include: A control unit is used to provide first controls in a target session, wherein members of the target session include the chatbot and the current user; A creation unit is configured to create a first human session in response to a first operation on the first control; The members of the first manual session include: the current user and the first processing personnel; The creation unit is also configured to: create at least one other artificial session through the target session; Wherein, the first artificial session and the other artificial sessions are artificial sessions created by the chatbot in the target session.

16. An electronic device comprising: At least one memory and at least one processor; The at least one memory is used to store program code, and the at least one processor is used to call the program code stored in the at least one memory to execute the method of any one of claims 1 to 14.

17. A computer-readable storage medium for storing program code that, when executed by a processor, causes the processor to perform the method of any one of claims 1 to 14.

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