A method, apparatus and device for feedback link adjustment

Abstract

The one or more embodiments of the specification disclose a method, device and equipment for feedback link adjustment. The method comprises: determining a feedback link corresponding to each feedback event submitted by a problem feedback staff and link node information corresponding to each link node of the feedback event in the feedback link based on an event type to which the feedback event belongs; constructing an event script corresponding to each feedback event for representing a flow of the feedback event according to the link node information; determining a new event script different from a preset event script from the event script based on the event script and the preset event script; determining a to-be-adjusted link node and to-be-adjusted link node information of the to-be-adjusted link node from the link nodes according to the new event script, and adjusting the feedback link based on the to-be-adjusted link node and the to-be-adjusted link node information.

Description

Technical Field

[0001] This specification relates to the field of data processing technology, and in particular to a method, apparatus and device for adjusting a feedback link. Background Technology

[0002] In the areas of risk reporting, incident complaints, and other feedback, the feedback link is a network path used to report abnormal events. When one's own rights or the rights of others are being or are about to be infringed or damaged, the parties involved or those with information can choose to use online feedback link entry points (such as billing pages, My Customer Service, or the reporting center mini-program) to provide details of the facts of the infringement or damage to the incident handling personnel. This allows the incident handling personnel to determine the nature and handle the reported incident based on the details of the infringement or damage.

[0003] Currently, with the rapid development of internet technology, various illegal online industries are evolving at a fast pace. Using past experience in handling feedback incidents to adjudicate and characterize new ones yields low accuracy, and those involved are often dissatisfied with the outcomes. Therefore, there is an urgent need for a better feedback loop adjustment solution. Summary of the Invention

[0004] This specification provides a method, apparatus, and device for adjusting feedback links, in order to provide a feedback link adjustment scheme that meets the expectations of stakeholders involved in an event.

[0005] In a first aspect, one or more embodiments of this specification provide a method for adjusting a feedback link, comprising: determining a feedback link corresponding to each feedback event and link node information corresponding to each link node of the feedback event in the feedback link based on the event type to which at least one feedback event submitted by a problem feedback person belongs; constructing an event script for each feedback event to characterize the process of the feedback event based on the link node information; determining a new event script different from the preset event script from the event script based on the event script and a preset event script; determining the link node to be adjusted and the link node information to be adjusted from the link nodes based on the new event script, and adjusting the feedback link based on the link node to be adjusted and the link node information to be adjusted.

[0006] Secondly, embodiments of this application provide an apparatus for adjusting a feedback link, comprising: a first determining module, configured to determine, based on the event type to which at least one feedback event submitted by a problem feedback person belongs, a feedback link corresponding to each feedback event and link node information corresponding to each link node of the feedback event in the feedback link; a constructing module, configured to construct an event script corresponding to each feedback event for characterizing the process of the feedback event according to the link node information; a second determining module, configured to determine, based on the event script and a preset event script, a new event script different from the preset event script; and an adjusting module, configured to determine, based on the new event script, a link node to be adjusted and its adjusted link node information from the link nodes, and adjust the feedback link based on the link node to be adjusted and its adjusted link node information.

[0007] Thirdly, embodiments of this application provide an electronic device, comprising: a processor, and a memory arranged to store computer-executable instructions, wherein when the executable instructions are executed, the processor is enabled to: determine, based on the event type to which at least one feedback event submitted by a problem feedback person belongs, a feedback link corresponding to each feedback event and link node information corresponding to each link node of the feedback event in the feedback link; construct an event script corresponding to each feedback event for characterizing the process of the feedback event based on the link node information; determine, based on the event script and a preset event script, a new event script different from the preset event script; and determine, based on the new event script, a link node to be adjusted and its adjustment link node information from the link nodes, and adjust the feedback link based on the link node to be adjusted and its adjustment link node information.

[0008] Fourthly, embodiments of this specification provide a storage medium for storing a computer program that can be executed by a processor to implement the following process: based on the event type to which at least one feedback event submitted by a problem feedback person belongs, determining the feedback link corresponding to each feedback event and the link node information corresponding to each link node of the feedback event in the feedback link; constructing an event script for characterizing the process of each feedback event according to the link node information; determining a new event script different from the preset event script from the event script based on the event script and a preset event script; determining the link node to be adjusted and the link node information to be adjusted from the link nodes according to the new event script, and adjusting the feedback link based on the link node to be adjusted and the link node information to be adjusted. Attached Figure Description

[0009] To more clearly illustrate the technical solutions in one or more embodiments of this specification or the prior art, the drawings used in the description of the embodiments or the prior art will be briefly introduced below. Obviously, the drawings described below are only some embodiments recorded in one or more embodiments of this specification. For those skilled in the art, other drawings can be obtained based on these drawings without creative effort.

[0010] Figure 1 This is a schematic flowchart of a feedback link adjustment method according to an embodiment of this specification.

[0011] Figure 2 This is a schematic diagram illustrating an application scenario of a feedback link adjustment method according to an embodiment of this specification.

[0012] Figure 3 This is a schematic diagram of a feedback link adjustment device according to an embodiment of this specification.

[0013] Figure 4 This is a schematic diagram of the structure of an electronic device according to an embodiment of this specification. Detailed Implementation

[0014] The technical solutions in the embodiments of this specification will be clearly and completely described below with reference to the accompanying drawings. Obviously, the described embodiments are only some, not all, of the embodiments in this specification. All other embodiments obtained by those skilled in the art based on the embodiments in this specification without creative effort are within the scope of protection of this application.

[0015] The terms "first," "second," etc., used in the specification and claims of this application are used to distinguish similar objects and not to describe a specific order or sequence. It should be understood that such use of data can be interchanged where appropriate so that embodiments of this specification can be implemented in orders other than those illustrated or described herein, and the objects distinguished by "first," "second," etc., are generally of the same class and the number of objects is not limited; for example, a first object can be one or more. Furthermore, in the specification and claims, "and / or" indicates at least one of the connected objects, and the character " / " generally indicates that the preceding and following objects are in an "or" relationship.

[0016] The method, apparatus, and device for adjusting the feedback link provided in this specification will be described in detail below with reference to the accompanying drawings and through specific embodiments and application scenarios.

[0017] To better illustrate the present invention and highlight its main points, the specific embodiments described in this specification focus on risk reporting as a type of problem feedback behavior. Those skilled in the art should understand that this specification can be implemented in the same or similar ways for other types of problem feedback behaviors such as complaints.

[0018] In the internet sphere, risk reporting refers to users reporting illegal and irregular online activities and harmful information. Common types of risk reports include account theft, online fraud, illegal financial activities, terrorism, and prohibited or restricted items. After a user submits a report, the risk control system will determine the specific risk issue based on the reported facts and then provide the user with appropriate service solutions and feedback. For example, this might include providing financial compensation for account theft, recovering funds from telecommunications fraud and imposing appropriate penalties on those involved, and disabling the platform's payment collection function for illegal online financial activities.

[0019] To better assess and characterize user-reported risks and ensure the accuracy of such characterization, the collection of information in the risk reporting process is crucial. Without considering completion rates or user experience, the more detailed the collected information and the more consistent it is with the key elements of the user's risk scenario, the more comprehensive the risk information gathered, and the higher the quality of information available for characterization strategies. For example, regarding the risk of fraudulent online order placement, the information that can be collected in the reporting process includes, but is not limited to: the type of order placement task, the channel through which the order placement information was encountered, the other party's contact information, the other party's claimed identity, the communication method with the other party, the order placement platform, the promised benefits, how the user realized they were being defrauded, and their current financial situation. When the information collected in the reporting process is consistent with the aforementioned information, the accuracy of the characterization and handling of the risk report is higher. However, when the information collected in the reporting process lacks key information related to fraudulent online order placement, such as the type of order placement task and the promised benefits, the accuracy of the characterization and handling of the risk report will decrease.

[0020] The cybercrime industry refers to illegal online activities such as cyberattacks, information theft, financial theft, and the promotion of illegal information using internet technology, as well as the tools, resources, platforms, and channels for illegal profit generation and monetization provided for these activities. With the rapid development of the internet industry, the methods and strategies of the cybercrime industry are updated very quickly. This necessitates that the information collected in the reporting process be rapidly adjusted to reflect these changes (e.g., collecting information on newly emerging methods / strategies, adjusting and modifying variant methods / strategies, and removing ineffective methods / strategies). Currently, this work requires manual analysis and adjustment by strategy / product operations personnel (including adding, adjusting, and deleting information), which lengthens the information collection and adjustment cycle, increases labor costs, and carries high operational risks. Ultimately, this leads to dissatisfaction among risk whistleblowers regarding the characterization and handling of reported incidents.

[0021] Figure 1 This illustration shows a method for adjusting a feedback link according to an embodiment of the present invention. This method can be executed by an electronic device, which may include a server and / or a terminal device, wherein the terminal device may be, for example, an in-vehicle terminal or a mobile phone terminal. In other words, the method can be executed by software or hardware installed in the aforementioned electronic device, and the method includes the following steps:

[0022] S102: Based on the event type of at least one feedback event submitted by the problem feedback personnel, determine the feedback link corresponding to each feedback event and the link node information corresponding to each link node in the feedback link.

[0023] A feedback event is an event in which the rights of the person providing the feedback (including the rights of the person providing the feedback or the rights of others) are being infringed upon or are about to be harmed. To better assess and characterize feedback events or to ensure the accuracy of such assessments, it is usually necessary to classify feedback events based on the different information they contain, and to establish different feedback pathways for different event types. Each feedback pathway will collect relevant information about different feedback events.

[0024] For example, risk reports can typically be categorized into types such as online theft, online fraud, and illegal investment. The feedback pathways for these different types of reports often differ, as do the key information collected along these pathways. Specifically, for a risk report concerning online theft, the feedback pathway often focuses on data collection regarding how account passwords were leaked; for a risk report concerning online fraud, the feedback pathway often focuses on data collection regarding how the victim's trust was gained; and for a risk report concerning illegal investment, the feedback pathway often focuses on data collection regarding promises of high returns.

[0025] In one example, the feedback path can be determined based on the event type confirmed by the person providing the feedback. Specifically, before the person providing the feedback enters the feedback path corresponding to the event, at least one event type option can be set for them to select. The person can then jump to the corresponding feedback path based on the selected event type, thereby collecting feedback event information. Furthermore, after the feedback event information collection is completed, the event types can be checked against the collected information to confirm whether the event type identified by the person providing the feedback matches the actual event type. If they do not match, the information required for the feedback path corresponding to the actual event type can be determined from the collected feedback event information, or the person providing the feedback can be prompted to supplement the information required for the feedback path corresponding to the actual event type.

[0026] A link node is at least one node constituting a feedback link. Link nodes are used to collect feedback event information. Link node information consists of information about feedback events that each link node sets based on historical feedback events, allowing problem-reporting personnel to select the appropriate link node from a pre-defined list. Specifically, during the submission of feedback event information, problem-reporting personnel can select the link node information corresponding to the feedback event from a pre-defined list of link nodes, thereby reducing the difficulty of submitting feedback events and improving the speed of feedback. This specification does not specify a particular method for determining link nodes in the feedback link; the method can be chosen according to the actual situation. In one example, the link node settings for feedback links of different event types can be extracted from historical feedback events. Specifically, neural networks can be used to extract the link nodes of the feedback link and the corresponding link node information from historical feedback events. In one example, the link nodes of the feedback link and the corresponding link node information can also be determined based on expert experience. To improve the comprehensiveness and accuracy of the collected information, problem-reporting personnel can also supplement other potentially important information besides setting different link node information for each link node (including information about link nodes that are not present in the feedback link and / or link node information that is not present in the current link).

[0027] S104: Based on the link node information, construct an event script for each feedback event to represent the process of the feedback event.

[0028] An event script is a script used to represent the process of a feedback event. Because an event script includes the behavioral steps of relevant personnel during the feedback event, it allows for a comprehensive understanding of the event and enables its qualitative and appropriate handling. This specification does not impose specific limitations on the composition of the event script; it can be selected according to the actual situation. In one example, an event script may include: 1) the subject of the feedback event; 2) the time of the feedback event; 3) the location of the feedback event; 4) the actions of the subject at each time point of the feedback event; and 5) the relationships between the time points in the feedback event.

[0029] Since the link node information contains information collected regarding the feedback event, an event script can be constructed based on this information after it has been acquired. In one example, the event script for the feedback event can be extracted from the link node information using knowledge extraction methods derived from natural language processing. Knowledge extraction is the process of extracting various knowledge points from text (including the link node information of the feedback event and other information supplemented by the person providing the feedback) through operations such as identification, understanding, filtering, and formatting, and storing them in a knowledge base in a certain form. The purpose of knowledge extraction is to enhance the usability and reusability of information; the process of knowledge extraction can be viewed as a semantic annotation process for existing unstructured information. This specification does not specifically limit the method for constructing an event script based on the link node information; it can be set according to the set link nodes and the content required for the event script. Specifically, the event script can be a sorting of some link node information according to factors such as time, or it can be a further processing of the link node information.

[0030] S106: Based on the event script and the preset event script, determine the new event script that is different from the preset event script.

[0031] The preset event scripts are existing event scripts. This manual does not specify the source of the preset event scripts; they can be selected based on actual circumstances. Specifically, neural networks can be used to set preset event scripts for each event type based on historical feedback events.

[0032] With the rapid evolution of online illicit industry methods, the event scripts corresponding to feedback events submitted by problem-reporting personnel may differ from previous event scripts. In one example, the feedback event can be compared with a preset event script. When a new event script different from the preset event script is found, the feedback chain can be adjusted using this new event script. This specification does not specify a particular method for determining new event scripts from event scripts; it can be determined based on the actual situation. Specifically, a neural network can be used to determine new event scripts from event scripts, or a one-to-one comparison between the event script and the preset event script can be used to determine new event scripts.

[0033] S108: Based on the newly added event script, determine the link node to be adjusted and the information of the link node to be adjusted from the link nodes, and adjust the feedback link based on the link node to be adjusted and the information of the link node to be adjusted.

[0034] Specifically, the link nodes to be adjusted are those links in the feedback link corresponding to the feedback event determined based on the newly added event script. The information for these link nodes is the information of the links to be adjusted within the link nodes to be adjusted. Specifically, the newly added event script and the preset event script can be compared. Based on the differences between the newly added event script and the preset event script, the link nodes to be adjusted and their information are determined. After determining the link nodes to be adjusted and their information, the feedback link corresponding to the feedback event can be adjusted.

[0035] To ensure that adjustments to the feedback chain are as consistent as possible with updates from the online illicit industry and to improve the satisfaction of those reporting issues, newly added event scripts can be compiled at fixed intervals. Based on these new event scripts within that fixed timeframe, an adjustment plan for the feedback chain can be determined. This manual does not specify a particular length for this fixed timeframe; it can be selected based on actual circumstances. In one example, the fixed timeframe can be set to one week.

[0036] Similarly, to ensure that feedback links are adjusted to keep pace with hot issues and improve their real-time performance, thereby increasing the satisfaction of those providing feedback, adjustments can be made directly based on hot issues (including adding information about hot issues to the corresponding feedback link information). These adjustments can then be repeated once the hot issues have subsided (including removing information about hot issues from the corresponding feedback link information). For example, during a sudden outbreak of disease, the feedback link information "(related to the disease) a significant increase in drug usage" can be added to the "user transfer reason" link node for the event type of online fraud. This feedback link information can then be further adjusted (including deletion or modification) as the disease progresses.

[0037] Similarly, conditions for feedback events can be preset (such as the amount of loss, the number of victims, and / or the risk concentration). Based on feedback events that meet these preset conditions, the feedback chain can be adjusted so that the information collected from feedback events can focus on information that needs to be emphasized (such as the amount of loss, the number of victims, and the risk concentration).

[0038] In the embodiments of this specification, the event script for the feedback event is determined by using the link node information corresponding to each link node on the feedback link corresponding to the feedback event. Based on the preset event script, a new event script different from the preset event script is determined from the existing event scripts. Finally, the feedback link is adjusted according to the new event script. During this adjustment process, because the event script intuitively and completely describes the occurrence process of the feedback event, comparing the event script with the preset event script allows for timely detection of differences between new and past methods used by illegal online industries. This enables timely adjustment of the feedback link corresponding to the new feedback event, improving the speed of feedback link adjustment, further improving the quality of feedback events collected based on the feedback link, increasing the accuracy of qualitative and operational assessment of feedback events, and improving the satisfaction of relevant personnel with the handling results of feedback events. Simultaneously, this process requires no manual operation, reducing labor costs and operational risks.

[0039] Figure 2 A schematic diagram illustrating an application scenario for a feedback link adjustment method is provided, such as... Figure 2 As shown, users submit service requests for handling feedback events to the server through feedback links corresponding to the event types of feedback events via terminals such as mobile phones and computers. After receiving the service request, the server, in addition to classifying and handling the feedback event and sending the handling results to the user terminal, also uses the feedback link adjustment method in this specification to adjust the feedback link and uses the adjusted feedback link to process the feedback events sent by the user terminal, so that the feedback link can better collect information about the feedback events.

[0040] In one implementation, the event script is composed of script elements, and the processing in steps S104 to S108 includes:

[0041] Extract script element information for each script element corresponding to the event type from the link node information to construct the event script; determine the new event script based on the script element information and the preset script element information of the preset event script; determine the link nodes to be adjusted and their information based on the script element information corresponding to each script element of the new event script and the preset script element information.

[0042] The script elements are the complete narrative elements of the event script. Specifically, these can include the subject of the feedback event, the time of occurrence, the location of occurrence, and the subject's actions at each time point in the feedback event. In one example, multiple script elements can be pre-set. Using natural language processing (NLP) knowledge extraction methods, information corresponding to the script elements can be extracted from the link node information to generate the event script for the feedback event. For example, for the event script of the online fraud event type, the script elements may include: the risk type from the user's perspective, the user's reason for transferring funds, the communication platform between the two parties, how the two parties contacted each other, the other party's contact information, the other party's previous promises, the transfer / transaction method, how the user realized they had been defrauded, whether they can still contact the other party, the current financial status, and the user's current demands. After extracting the information corresponding to the above script elements from the feedback event, the event script can be constructed based on the extracted information to gain a comprehensive understanding of the feedback event of the online fraud event type.

[0043] When determining new event scripts, one or more event scripts whose script element information differs from the preset script element information can be added as new event scripts. This instruction manual does not make specific restrictions on this.

[0044] In one example, necessary script elements and supplementary script elements can be set within the script elements. Necessary script elements are those required to constitute the event script, while supplementary script elements supplement the necessary script elements to make the event script more complete. Taking fraudulent online transactions as an example, necessary script elements could include the user's reason for transferring funds, the other party's previous promises, how the user realized they were being defrauded, and the user's current demands. Supplementary script elements could include the communication platform between the two parties, how they contacted each other, the other party's contact information, the transfer / transaction method, whether the other party can still be contacted, and the current financial status. To ensure the completeness of the event script and the accuracy of feedback chain adjustments, the event script can only be added as a new event script if all necessary script elements are complete. Furthermore, the number and content of supplementary script elements can be determined based on current computing performance and the required accuracy in the qualitative analysis and handling of feedback events.

[0045] In the embodiments of this specification, script elements are set for the event script. New event scripts are determined based on the script element information of the event script and the preset script element information of a preset event script. Furthermore, the link nodes to be adjusted and their information are determined based on the script element information of each script element in the new event script and the preset script element information. This process establishes a unified standard for feedback link adjustment through script elements, avoiding interference from irrelevant information, saving computer processing resources, improving adjustment accuracy, and thus enhancing the rigor and scientific nature of feedback link adjustment.

[0046] In one implementation, based on the script element information corresponding to each script element of the newly added event script and the preset script element information, the link node to be adjusted and the information of the link node to be adjusted are determined, including:

[0047] Merge new event scripts of the same type among the newly added event scripts to obtain at least one type of new event script;

[0048] If, within the first preset time period, the proportion of newly added event scripts of the same type in the event scripts exceeds the first preset proportion, then the newly added event scripts of the same type will be used as the target newly added event scripts.

[0049] Based on the target, add new event scripts and preset event scripts, and determine the link nodes to be adjusted and their information from the link nodes.

[0050] The target new event script is an event script selected from the newly added event scripts that can serve as the basis for adjusting the feedback loop corresponding to the target new event script. Specifically, after determining the new event scripts based on script elements, some new event scripts may lack general representativeness due to their low proportion in recently statistically analyzed event scripts. To improve the general applicability of the adjusted feedback loop, the types of new event scripts can be merged, and the proportion of each type of new event script in the statistically analyzed event scripts over a period of time can be calculated. New event scripts that meet the proportion requirements can be used as the basis for adjusting the feedback loop. This specification does not specify a particular method for merging the types of new event scripts; it can be selected according to the actual situation.

[0051] In one example, the proportion of newly added event scripts of each type within an event script during a first preset time period can be calculated. Newly added event scripts with proportions exceeding the first preset proportion are designated as target newly added event scripts. Based on the script element information of the target newly added event scripts and the preset event script element information, the link nodes to be adjusted and their information can be determined. The first preset time period and the first preset proportion can be determined according to actual circumstances.

[0052] Furthermore, when determining new event scripts, script elements that differ from preset script elements can be marked. This allows for comparison of the different script elements of the target new event script with the preset event script elements only after the target new event script is determined, thereby improving the speed of determining the link nodes to be adjusted and their information.

[0053] In the embodiments of this specification, the process of determining the target new event scripts enables the classification and sorting of new event scripts by quantity, saving computer processing resources and improving the universal applicability of the feedback chain adjusted according to the target new event scripts.

[0054] After determining the target new event script, the script element information of each script element in the target new event script can be compared with the preset event script element information to adjust the feedback chain. In one implementation, based on the script element information corresponding to each script element of the target new event script and the preset event script element information, the link nodes to be adjusted and their information are determined from the link nodes, including:

[0055] If the script element information of the same script element is different from the preset script element information, the link node corresponding to the script element information is identified as the link node to be adjusted.

[0056] Based on the script element information and the preset script element information, adjust the link node information to be adjusted.

[0057] Specifically, by comparing the script element information of each script element with the preset script element information, when the script element information of the same script element differs from the preset script element information, it indicates that the link node information of the feedback event corresponding to that script element is different from the historical link node information of the historical event corresponding to that script element. Further, the link node corresponding to this script element information can be identified as the link node to be adjusted, and an adjustment scheme for the link node information to be adjusted can be determined based on the difference between the script element information and the preset script element information.

[0058] Specifically, this adjustment scheme can involve adding or adjusting threshold information for link nodes. This scheme allows for synchronization between adjustments to feedback links and updates to illegal network activities. In one implementation, the link node information to be adjusted is adjusted based on script element information and preset script element information, including:

[0059] If the preset script element information does not include script element information, add the script element information not included in the preset script element information to the preset link node information of the link node to be adjusted.

[0060] For example, in recent case reports, when there is a significant increase in information related to cash-out in the script element information "User Transfer Reason" for the feedback event type of online fraud, the feedback link information of "cash-out" can be added to the "User Transfer Reason" link node for the online fraud event type.

[0061] In one example, the data threshold and / or included options in the link node information to be adjusted can be adjusted based on the difference in the value of a certain data in the preset script element information and / or the different options included.

[0062] In addition to adding or adjusting thresholds for the link node information to be adjusted, the adjustment scheme can also delete link node information that is not used or is used infrequently within a certain period, thus simplifying the link node information, saving computer processing resources, and improving the speed of qualitative and reactive response to feedback events. In one implementation, the link node information to be adjusted is adjusted based on script element information and preset script element information, including:

[0063] Within the second preset time period, preset script element information that is not included in the script element information is identified as script element information to be adjusted.

[0064] Delete the preset link node information corresponding to the script element information to be adjusted for the link node to be adjusted.

[0065] For example, in the past week's reported cases, when the script element information corresponding to the feedback event type of online fraud basically does not mention the preset script element information of "social platform", the link node information option of "social platform" can be removed from the link node information in the "two-party communication platform" link node.

[0066] In the embodiments of this specification, the determination of the link node to be adjusted and its information is realized by adding a new event script based on the target, so as to adjust the feedback link according to the link node to be adjusted and its information, thereby achieving the timeliness and accuracy of the feedback link adjustment.

[0067] In one implementation, the same event type includes at least one sub-event type. Based on the link node information, an event script is constructed for each feedback event to represent the process of the feedback event, including:

[0068] Based on the link node information, determine the target sub-event type corresponding to each feedback event from the sub-event types of the event type;

[0069] Based on the target sub-event type, determine the sub-feedback link corresponding to each feedback event and the sub-link node information corresponding to each sub-link node of the feedback event in the sub-feedback link;

[0070] Construct an event script based on the sub-link node information.

[0071] Here, the target sub-event type is the sub-event type to which the feedback event belongs within the event type; the sub-feedback link is the feedback link corresponding to the target sub-event type; and the sub-link node is at least one node constituting the sub-feedback link. Sub-link nodes are used to collect feedback event information, and the sub-link node information is information that each sub-link node sets based on historical feedback events, available for selection by the person reporting the problem. As mentioned before, feedback events for risk reports can generally be categorized into event types such as online theft, online fraud, and illegal investment. These event types can be further subdivided. Specifically, online fraud can be further subdivided into sub-event types such as fraudulent online transactions, "pig butchering" scams, and impersonation of government officials.

[0072] In one example, the target sub-event type of the feedback event can be determined from the sub-event types of the feedback event based on the link node information. This specification does not specify a particular method for determining the target sub-event type based on link node information; it can be determined according to the actual situation. Specifically, the link node information can be input into a neural network to determine the target sub-event type of the feedback event; the target sub-event type can be determined by comparing the link node information with historical link node information corresponding to each sub-event type; or the target sub-event type of the feedback event can be confirmed by the person reporting the problem.

[0073] Furthermore, after determining the target sub-event type, the sub-feedback links of the feedback event and the sub-link node information corresponding to each sub-link node of the feedback event in the sub-feedback links can be determined, so as to construct an event script based on the sub-link node information. Specifically, the method for determining the sub-link node information of the feedback event and the method for constructing an event script based on the sub-link node information can refer to the aforementioned method for determining the link node information of the feedback event and the method for constructing an event script based on the link node information, which will not be described in detail in this specification.

[0074] In the embodiments of this specification, event types are subdivided into sub-event types to determine the sub-event types of feedback events, and event scripts are constructed based on the sub-event types. This process, through multi-level division of event types, achieves fine-grained division of the feedback chain corresponding to the feedback event, thereby improving the precision and accuracy of feedback chain adjustments.

[0075] After determining that a feedback event belongs to a certain event type, when identifying the sub-event type of the feedback event from the sub-event types of that event type, there may be cases where the feedback event does not belong to any of the currently existing sub-event types. In this case, a sub-event type corresponding to the feedback event can be added to the event type. In one implementation, based on the link node information, an event script corresponding to each feedback event is constructed, including:

[0076] If the target sub-event type corresponding to the feedback event is not included in the sub-event type of the event type, the new sub-link node corresponding to the feedback event and the new sub-feedback link corresponding to the new sub-event type are determined based on the link node information.

[0077] Based on the link node information corresponding to each feedback event in the newly added sub-event type, determine the new sub-link node information for each newly added sub-link node in the newly added target sub-event type;

[0078] Based on the information of the newly added link nodes, construct the event script.

[0079] The newly added sub-event type is a sub-event type added to the event type to which the feedback event belongs, determined based on the feedback event. The newly added sub-feedback link is the feedback link corresponding to the newly added sub-event type. The newly added sub-link node is at least one node on the newly added sub-feedback link, used to collect feedback event information. In one example, the newly added sub-event type can be determined based on the link node information. For instance, in recent risk reporting cases related to online fraud, if the link node information extracted from the "user perspective risk type" shows a significant increase in users cashing out, then a sub-event type corresponding to cashing out can be added to the online fraud event type.

[0080] After determining the type of new sub-event, the new sub-link node can be identified from the link elements based on their impact on the accuracy of the determination. This specification does not specify the method for determining the type of new sub-event and the new sub-feedback link based on link node information; the appropriate method can be chosen based on the actual situation. In one example, a neural network can be used to determine the type of new sub-event and the new sub-feedback link based on the feedback event.

[0081] Furthermore, after identifying the new sub-feedback link, the information of the new sub-link nodes of the new sub-feedback link can be determined based on the link node information, so as to construct the event script corresponding to the feedback event.

[0082] In the embodiments of this specification, when the event type corresponding to the feedback event does not include the sub-event type to which the feedback event belongs, a new sub-event type and a new sub-link of the new sub-event type are constructed based on the link node information, and the link node information is filled into the new sub-link node corresponding to the new sub-link. This process, by adding a sub-event type to the event type and adding a sub-feedback link corresponding to the new sub-event type, improves the feedback link, enhances the accuracy of the qualitative assessment and handling results of the feedback event based on the feedback link, and further improves the satisfaction of relevant personnel with the handling results of the feedback event.

[0083] In one implementation, after the feedback link is adjusted, the adjusted feedback link can be gradually tested, gray-scale (i.e., partially launched), and then fully launched to achieve adaptive updates of the feedback link.

[0084] It should be noted that the feedback link adjustment method provided in the embodiments of this specification can be executed by a feedback link adjustment device or a control module within that device for performing the feedback link adjustment method. This specification uses an example of a feedback link adjustment device performing the feedback link adjustment method to illustrate the feedback link adjustment device provided in the embodiments of this specification.

[0085] Figure 3 This is a schematic diagram of the structure of a feedback link adjustment device according to an embodiment of the present invention. Figure 3 As shown, the feedback link adjustment device 300 includes:

[0086] The first determining module 310 is used to determine the feedback link corresponding to each feedback event and the link node information corresponding to each link node in the feedback link based on the event type to which at least one feedback event submitted by the problem feedback personnel belongs;

[0087] The construction module 320 is used to construct an event script for each feedback event, which represents the process of the feedback event, based on the link node information.

[0088] The second determining module 330 is used to determine, based on the event script and the preset event script, a new event script that is different from the preset event script.

[0089] The adjustment module 340 is used to determine the link node to be adjusted and the information of the link node to be adjusted from the link nodes according to the newly added event script, and to adjust the feedback link based on the link node to be adjusted and the information of the link node to be adjusted.

[0090] In one embodiment, the event script is composed of script elements, and the building module 320 includes:

[0091] The construction unit is used to extract script element information for each script element corresponding to the event type from the link node information and construct the event script;

[0092] The second determining module 330 includes:

[0093] The first determining unit is used to determine the new event script based on the script element information and the preset script element information of the preset event script;

[0094] Adjustment module 340 includes:

[0095] The second determining unit is used to determine the link node to be adjusted and the link node information to be adjusted based on the script element information corresponding to each script element of the newly added event script and the preset script element information.

[0096] In one embodiment, the second determining unit is configured to:

[0097] Merge new event scripts of the same type among the newly added event scripts to obtain at least one type of new event script;

[0098] If, within the first preset time period, the proportion of newly added event scripts of the same type in the event scripts exceeds the first preset proportion, then the newly added event scripts of the same type will be used as the target newly added event scripts.

[0099] Based on the script element information corresponding to each script element of the target newly added event script and the preset event script element information, determine the link nodes to be adjusted and the information of the link nodes to be adjusted from the link nodes.

[0100] In one embodiment, based on the script element information corresponding to each script element of the target newly added event script and the preset event script element information, the link nodes to be adjusted and their information are determined from the link nodes, including:

[0101] If the script element information of the same script element is different from the preset script element information, the link node corresponding to the script element information is identified as the link node to be adjusted.

[0102] Based on the script element information and the preset script element information, adjust the link node information to be adjusted.

[0103] In one embodiment, adjusting the link node information to be adjusted based on script element information and preset script element information includes:

[0104] If the preset script element information does not include script element information, add the script element information not included in the preset script element information to the preset link node information of the link node to be adjusted.

[0105] In one embodiment, adjusting the link node information to be adjusted based on script element information and preset script element information includes:

[0106] Within the second preset time period, preset script element information that is not included in the script element information is identified as script element information to be adjusted.

[0107] Delete the preset link node information corresponding to the script element information to be adjusted for the link node to be adjusted.

[0108] In one embodiment, the same event type includes at least one sub-event type, and the building module 320 includes:

[0109] The third determining unit is used to determine the target sub-event type corresponding to each feedback event from the sub-event types of the event type based on the link node information;

[0110] The fourth determining unit is used to determine the sub-feedback node corresponding to each feedback event and the sub-link node information corresponding to each sub-link node in the sub-feedback link based on the target sub-event type;

[0111] The building unit is used to construct event scripts based on the sub-link node information.

[0112] In one embodiment, the building unit is used for:

[0113] If the target sub-event type corresponding to the feedback event is not included in the sub-event type of the event type, the new sub-link nodes corresponding to the feedback event and the new target sub-event type are determined based on the link node information.

[0114] Based on the link node information corresponding to each feedback event in the newly added target sub-event type, determine the new sub-link node information for each newly added sub-link node in the newly added target sub-event type;

[0115] Based on the information of the newly added link nodes, construct the event script.

[0116] The device for adjusting the feedback link in the embodiments of this specification can be a device, or a component, integrated circuit, or chip in a terminal. The device can be a mobile electronic device or a non-mobile electronic device. For example, mobile electronic devices can be mobile phones, tablets, laptops, PDAs, in-vehicle electronic devices, wearable devices, ultra-mobile personal computers (UMPCs), netbooks, or personal digital assistants (PDAs), etc., while non-mobile electronic devices can be servers, network-attached storage (NAS), personal computers (PCs), televisions (TVs), ATMs, or self-service machines, etc. The embodiments of this specification do not impose specific limitations.

[0117] The feedback link adjustment device in the embodiments of this specification can be a device with an operating system. This operating system can be Android, iOS, or other possible operating systems; the embodiments of this specification do not specifically limit it.

[0118] The feedback link adjustment device provided in the embodiments of this specification can achieve Figure 1 The various processes implemented in the method embodiments are not described in detail here to avoid repetition.

[0119] Based on the same idea, one or more embodiments of this specification also provide an electronic device, such as... Figure 4 As shown. Electronic devices can vary considerably due to differences in configuration or performance, and may include one or more processors 401 and memory 402. Memory 402 may store one or more application programs or data. Memory 402 may be temporary or persistent storage. The application programs stored in memory 402 may include one or more modules (not shown), each module may include a series of computer-executable instructions for the electronic device. Furthermore, processor 401 may be configured to communicate with memory 402 and execute the series of computer-executable instructions in memory 402 on the electronic device. The electronic device may also include one or more power supplies 403, one or more wired or wireless network interfaces 404, one or more input / output interfaces 405, and one or more keyboards 406.

[0120] Specifically, in this embodiment, the electronic device includes a memory and one or more programs, wherein one or more programs are stored in the memory, and one or more programs may include one or more modules, and each module may include a series of computer-executable instructions for use in the electronic device, and is configured to be executed by one or more processors. The one or more programs include computer-executable instructions for performing the following:

[0121] Based on the event type of at least one feedback event submitted by the problem feedback personnel, determine the feedback link corresponding to each feedback event and the link node information corresponding to each link node in the feedback link;

[0122] Based on the link node information, construct an event script for each feedback event to represent the process of the feedback event;

[0123] Based on the event script and the preset event script, identify new event scripts that are different from the preset event scripts;

[0124] Based on the newly added event script, identify the link nodes to be adjusted and their information from the link nodes, and adjust the feedback link based on the link nodes to be adjusted and their information.

[0125] One or more embodiments of this specification also provide a storage medium storing one or more computer programs, the one or more computer programs including instructions that, when executed by an electronic device including multiple applications, enable the electronic device to perform various processes of the above-described feedback link adjustment method embodiments, and specifically for performing:

[0126] Based on the event type of at least one feedback event submitted by the problem feedback personnel, determine the feedback link corresponding to each feedback event and the link node information corresponding to each link node in the feedback link;

[0127] Based on the link node information, construct an event script for each feedback event to represent the process of the feedback event;

[0128] Based on the event script and the preset event script, identify new event scripts that are different from the preset event scripts;

[0129] Based on the newly added event script, identify the link nodes to be adjusted and their information from the link nodes, and adjust the feedback link based on the link nodes to be adjusted and their information.

[0130] The various embodiments in this specification are described in a progressive manner. Similar or identical parts between embodiments can be referred to mutually. Each embodiment focuses on describing the differences from other embodiments. In particular, the above-described storage medium embodiment is basically similar to the method embodiment, so the description is relatively simple; relevant parts can be referred to the description of the method embodiment.

[0131] The methods, apparatus, modules, or units described in the above embodiments can be implemented by a computer chip or entity, or by a product with a certain function. A typical implementation device is a computer. Specifically, the computer can be, for example, a personal computer, laptop computer, cellular phone, camera phone, smartphone, personal digital assistant, media player, navigation device, email device, game console, tablet computer, wearable device, or any combination of these devices.

[0132] For ease of description, the above apparatus is described by dividing it into various functional units. Of course, when implementing one or more embodiments of this specification, the functions of each unit can be implemented in one or more software and / or hardware.

[0133] Those skilled in the art will understand that one or more embodiments of this specification can be provided as a method, system, or computer program product. Therefore, one or more embodiments of this specification may take the form of a completely hardware embodiment, a completely software embodiment, or an embodiment combining software and hardware aspects. Furthermore, one or more embodiments of this specification may take the form of a computer program product implemented on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, etc.) containing computer-usable program code.

[0134] This specification describes one or more embodiments of methods, apparatus (systems), and computer program products according to embodiments of this specification with reference to flowchart illustrations and / or block diagrams. It will be understood that each block of the flowchart illustrations and / or block diagrams, and combinations of blocks in the flowchart illustrations and / or block diagrams, can be implemented by computer program instructions. These computer program instructions can be provided to a processor of a general-purpose computer, special-purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, produce a machine for implementing the flowchart illustrations. Figure 1 One or more processes and / or boxes Figure 1 A device that provides the functions specified in one or more boxes.

[0135] These computer program instructions may also be stored in a computer-readable storage medium that can direct a computer or other programmable data processing device to function in a particular manner, such that the instructions stored in the computer-readable storage medium produce an article of manufacture including instruction means, which are implemented in a process Figure 1 One or more processes and / or boxes Figure 1 The function specified in one or more boxes.

[0136] These computer program instructions may also be loaded onto a computer or other programmable data processing equipment to cause a series of operational steps to be performed on the computer or other programmable equipment to produce a computer-implemented process, thereby providing instructions that execute on the computer or other programmable equipment for implementing the process. Figure 1 One or more processes and / or boxes Figure 1 The steps of the function specified in one or more boxes.

[0137] In a typical configuration, a computing device includes one or more processors (CPU), input / output interfaces, network interfaces, and memory.

[0138] Memory may include non-persistent storage in computer-readable media, such as random access memory (RAM) and / or non-volatile memory, such as read-only memory (ROM) or flash RAM. Memory is an example of computer-readable media.

[0139] Computer-readable media includes both permanent and non-permanent, removable and non-removable media that can store information using any method or technology. Information can be computer-readable instructions, data structures, modules of programs, or other data. Examples of computer storage media include, but are not limited to, phase-change memory (PRAM), static random access memory (SRAM), dynamic random access memory (DRAM), other types of random access memory (RAM), read-only memory (ROM), electrically erasable programmable read-only memory (EEPROM), flash memory or other memory technologies, CD-ROM, digital versatile optical disc (DVD) or other optical storage, magnetic tape, magnetic disk storage or other magnetic storage devices, or any other non-transferable medium that can be used to store information accessible by a computing device. As defined herein, computer-readable media does not include transient computer-readable media, such as modulated data signals and carrier waves.

[0140] It should also be noted that the terms "comprising," "including," or any other variations thereof are intended to cover non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements includes not only those elements but also other elements not expressly listed, or elements inherent to such a process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising one..." does not exclude the presence of other identical elements in the process, method, article, or apparatus that includes said element.

[0141] One or more embodiments of this specification can be described in the general context of computer-executable instructions, such as program modules, that are executed by a computer. Generally, program modules include routines, programs, objects, components, data structures, etc., that perform a particular task or implement a particular abstract data type. This specification can also be practiced in distributed computing environments where tasks are performed by remote processing devices connected via a communication network. In distributed computing environments, program modules can reside in local and remote computer storage media, including storage devices.

[0142] The various embodiments in this specification are described in a progressive manner. Similar or identical parts between embodiments can be referred to interchangeably. Each embodiment focuses on describing the differences from other embodiments. In particular, the system embodiments are basically similar to the method embodiments, so the description is relatively simple; relevant parts can be referred to the descriptions in the method embodiments.

[0143] The above description is merely one or more embodiments of this specification and is not intended to limit this application. Various modifications and variations can be made to the one or more embodiments of this specification by those skilled in the art. Any modifications, equivalent substitutions, improvements, etc., made within the spirit and principle of one or more embodiments of this specification should be included within the scope of the claims of one or more embodiments of this specification.

Claims

1. A method for adjusting a feedback link, comprising: Based on the event type of at least one feedback event submitted by the problem feedback personnel, determine the feedback link corresponding to each feedback event and the link node information corresponding to each link node of the feedback event in the feedback link; Based on the link node information, construct an event script corresponding to each feedback event to characterize the process of the feedback event; Based on the event script and the preset event script, a new event script that is different from the preset event script is determined from the event script; According to the newly added event script, the link node to be adjusted and its information are determined from the link nodes, and the feedback link is adjusted based on the link node to be adjusted and its information.

2. The method according to claim 1, wherein the event script is composed of script elements, and the step of constructing an event script for each feedback event to characterize the process of the feedback event based on the link node information includes: Extract script element information for each script element corresponding to the event type from the link node information, and construct the event script; The step of determining a new event script that differs from the preset event script from the existing event script, based on the existing event script and the preset event script, includes: Based on the script element information and the preset script element information of the preset event script, the newly added event script is determined; The step of determining the link node to be adjusted and its information from the link nodes based on the newly added event script includes: Based on the script element information corresponding to each script element of the newly added event script and the preset script element information, the link node to be adjusted and the link node information to be adjusted are determined.

3. The method according to claim 2, wherein determining the link node to be adjusted and the link node information to be adjusted based on the script element information corresponding to each script element of the newly added event script and the preset script element information includes: Merge new event scripts of the same type among the newly added event scripts to obtain at least one type of new event script; If, within a first preset time period, the proportion of newly added event scripts of the same type in the event scripts exceeds a first preset proportion, then the newly added event scripts of the same type will be used as target newly added event scripts. Based on the script element information corresponding to each script element of the target newly added event script and the preset event script element information, the link node to be adjusted and the link node information to be adjusted are determined from the link nodes.

4. The method according to claim 3, wherein determining the link node to be adjusted and the link node information to be adjusted from the link nodes based on the script element information corresponding to each script element of the target newly added event script and the preset event script element information includes: If the script element information of the same script element is different from the preset script element information, the link node corresponding to the script element information is determined as the link node to be adjusted. Based on the script element information and the preset script element information, adjust the link node information to be adjusted of the link node to be adjusted.

5. The method according to claim 4, wherein adjusting the link node information to be adjusted based on the script element information and the preset script element information comprises: If the preset script element information does not include the script element information, the script element information not included in the preset script element information is added to the link node information to be adjusted.

6. The method according to claim 4, wherein adjusting the link node information to be adjusted based on the script element information and the preset script element information comprises: Within the second preset time period, the preset script element information that is not included in the script element information is identified as script element information to be adjusted; Delete the link node information corresponding to the script element information to be adjusted of the link node to be adjusted.

7. The method according to claim 1, wherein the same event type includes at least one sub-event type, and the step of constructing an event script for representing the process of each feedback event according to the link node information includes: Based on the link node information, determine the target sub-event type corresponding to each feedback event from the sub-event types of the event type; Based on the target sub-event type, determine the sub-feedback link corresponding to each feedback event and the sub-link node information corresponding to each sub-link node of the feedback event in the sub-feedback link; The event script is constructed based on the sub-link node information.

8. The method according to claim 7, wherein constructing an event script corresponding to each feedback event based on the link node information comprises: If the target sub-event type corresponding to the feedback event is not included in the sub-event types of the event type, the new sub-event type corresponding to the feedback event and the new sub-link node of the new sub-event type are determined according to the link node information; Based on the link node information corresponding to each feedback event in the newly added sub-event type, determine the new sub-link node information for each newly added sub-link node in the newly added sub-event type; Based on the newly added sub-link node information, construct the event script.

9. A device for adjusting a feedback link, comprising: The first determining module is used to determine the feedback link corresponding to each feedback event and the link node information corresponding to each link node of the feedback event in the feedback link based on the event type to which at least one feedback event submitted by the problem feedback personnel belongs; The construction module is used to construct an event script for each feedback event, representing the process of the feedback event, based on the link node information. The second determining module is used to determine, based on the event script and the preset event script, a new event script that is different from the preset event script; The adjustment module is used to determine the link node to be adjusted and its information from the link nodes according to the newly added event script, and to adjust the feedback link based on the link node to be adjusted and its information.

10. An electronic device, comprising: processor, and A memory configured to store computer-executable instructions, which, when executed, enable the processor to: Based on the event type of at least one feedback event submitted by the problem feedback personnel, determine the feedback link corresponding to each feedback event and the link node information corresponding to each link node of the feedback event in the feedback link; Based on the link node information, construct an event script corresponding to each feedback event to characterize the process of the feedback event; Based on the event script and the preset event script, a new event script that is different from the preset event script is determined from the event script; According to the newly added event script, the link node to be adjusted and its information are determined from the link nodes, and the feedback link is adjusted based on the link node to be adjusted and its information.

Images