A message processing method, system, terminal device and readable storage medium

Abstract

The application relates to the technical field of message processing, in particular to a message processing method and system, a terminal device and a readable storage medium. The method comprises the following steps: acquiring instant information received in session archiving of a communication platform; the instant information comprises a unique identifier of an information sender and message content; acquiring corresponding response messages from a business knowledge base according to the message content; sending the response messages and the unique identifier of the information sender to an RPA middle platform, and driving the RPA middle platform to start the communication platform on a computer terminal, open a session box with the sender according to the unique identifier of the information sender, and send the response messages to the sender. Therefore, the application can effectively solve the problems of high risk of WeChat account number blocking, low efficiency and poor timeliness in replying to customer messages in the field of financial technology or other related fields.

Description

TECHNICAL FIELD

[0001] The present application relates to the technical field of message processing, and in particular to a message processing method and system, a terminal device and a readable storage medium. BACKGROUND

[0002] Bank staff generally maintain customers through WeChat Enterprise, that is, WeChat Enterprise is used to increase communication and interaction between banks and customers. However, some financial managers need to maintain tens of thousands of customers, so it is very time-consuming when communicating and replying to messages with customers, and it is difficult to reply to customer messages in 7*24 hours. Therefore, the experience of customers is very poor.

[0003] The method commonly used in the banking industry in the prior art is:

[0004] Solution 1: manually reply to customer messages using WeChat Enterprise APP or PC WeChat.

[0005] In this solution, it is difficult for a financial manager to maintain customers. When a financial manager adds tens of thousands of customers, the financial manager manually replies to customer inquiries about business through WeChat, which is very time-consuming and cannot guarantee the reply time. When interfacing with customers, professional consultation answers cannot be completely unified.

[0006] Solution 2: directly reply to customer messages by calling interfaces through platforms or tools.

[0007] In this solution, the platform or tool calls Tencent interfaces to send customer messages. The interface needs to obtain Tencent authentication, and the account is easily identified as using a plug-in, resulting in the WeChat account being blocked, so that the WeChat account maintained by the financial manager cannot be used directly, causing customer loss.

[0008] In summary, how to solve the account security problem of financial managers in the field of financial technology and reduce the manual reply to customer business inquiry messages is the main problem solved by the present application. SUMMARY

[0009] Therefore, the embodiments of the present application provide a message processing method, system, terminal device and readable storage medium, which can effectively solve the problems of high risk of WeChat Enterprise account blocking, low efficiency and poor timeliness of replying to customer messages in the field of financial technology or other related fields.

[0010] In a first aspect, the embodiments of the present application provide a message processing method, comprising:

[0011] Obtaining timely information received in a session archive of a communication platform; the timely information includes a unique identifier of an information sender and message content;

[0012] Obtaining a corresponding reply message from a business knowledge base according to the message content;

[0013] sending the response message and the information sender unique identifier to the RPA middle platform, and driving the RPA middle platform to start the communication platform on the computer terminal and open a session box with the sender according to the information sender unique identifier, and sending the response message to the sender.

[0014] In some embodiments, the business knowledge base comprises a plurality of pre-configured question and answer knowledge pairs.

[0015] The obtaining of the corresponding response message from the business knowledge base according to the message content comprises:

[0016] The message content is matched in the business knowledge base by using a fuzzy matching method or a precise matching method to obtain an answer, the answer is taken as a response message, and the response message is returned.

[0017] In some embodiments, the driving of the RPA middle platform to start the communication platform on the computer terminal comprises:

[0018] The RPA middle platform is driven by an RPA task script to identify an icon or a name of the communication platform on the computer terminal, and the communication platform is started.

[0019] In some embodiments, the response message is a message assembled according to a set format; the response message comprises at least one of a text message, a picture message, a link message and a video message; and before the sending of the response message to the sender, the method further comprises:

[0020] The response message in the set format is parsed to obtain at least one of a text message, a picture message, a link message and a video message.

[0021] If the response message comprises a picture message and / or a video message, the picture message and the video message are corresponding address information, and corresponding pictures and / or videos need to be downloaded according to the address information to send the pictures and / or the videos to the sender.

[0022] In some embodiments, the business knowledge base comprises a plurality of knowledge bases according to different businesses; and before the obtaining of the corresponding response message from the business knowledge base according to the message content, the method further comprises:

[0023] The corresponding account of the communication platform is obtained according to a contact list of the communication platform, a function department to which the corresponding account belongs is obtained, and the business knowledge base is determined according to the function department.

[0024] In a second aspect, the embodiments of the present application provide a message processing system, which comprises a session archive server, a communication manager, an RPA middle platform and a communication platform of a computer terminal.

[0025] The session archive server is configured to store instant information received by the communication platform and information sent by the communication platform; the instant information comprises a unique identifier of a message sender and message content;

[0026] The communication manager is configured to obtain instant information received by the communication platform in a session archive of the communication platform, obtain a corresponding response message from a business knowledge base according to the message content, and call a robot task and send the response message and the unique identifier of the message sender to an RPA middle platform;

[0027] The RPA middle platform is configured to start the communication platform on a computer terminal under the driving of the robot task, open a session box with the sender according to the unique identifier of the message sender, and send the response message to the sender.

[0028] In some embodiments, the communication manager comprises a business knowledge base configuration page; a plurality of question and answer knowledge pairs are configured on the business knowledge base configuration page according to business requirements, and the business knowledge base is obtained;

[0029] The communication manager obtains a corresponding response message from a business knowledge base according to the message content, comprising:

[0030] The message content is taken as a question, a fuzzy matching method or a precise matching method is used to match an answer in the business knowledge base, the answer is taken as a response message, and the response message is returned.

[0031] In some embodiments, the response message is a message obtained by assembling the communication manager according to a set format; the response message comprises at least one of a text message, a picture message, a link message and a video message; and the RPA middle platform further comprises:

[0032] The response message in the set format is parsed to obtain at least one of a text message, a picture message, a link message and a video message;

[0033] If the response message comprises a picture message and / or a video message, the picture message and the video message are corresponding address information, and corresponding pictures and / or videos need to be downloaded according to the address information to send the pictures and / or the videos to the sender.

[0034] In a third aspect, the embodiments of the present application provide a terminal device, comprising a processor and a memory, the memory stores a computer program, and the processor is configured to execute the computer program to implement the message processing method provided in the first aspect of the present application.

[0035] In a fourth aspect, the embodiments of the present application provide a readable storage medium storing a computer program, which, when executed on a processor, implements the message processing method according to the first aspect of the present application.

[0036] The embodiments of the present application have the following beneficial effects:

[0037] The embodiments of the present application utilize the timely information in the session archive of the communication platform, and acquire a reply message from the business knowledge base according to the message content in the timely information; send the reply message and the unique identifier of the information sender in the timely information to the RPA middle platform; drive the RPA middle platform to open a session box with the sender, and send the reply message to the sender. The embodiments of the present application can effectively reduce the time for manually replying to messages, and the embodiments of the present application utilize the RPA middle platform to simulate manual operation to return the reply message to the sender, which can avoid the problem of the communication platform account being blocked, and ensure the safe and long-term use of the communication platform account. Therefore, the embodiments of the present application can effectively solve the problems of high risk of enterprise WeChat account blocking, low efficiency and poor timeliness of replying to customer messages in the field of financial technology or other related fields. BRIEF DESCRIPTION OF DRAWINGS

[0038] In order to more clearly illustrate the technical solutions of the embodiments of the present application, the following will briefly introduce the drawings needed to be used in the embodiments. It should be understood that the following drawings only show some embodiments of the present application, and therefore should not be regarded as a limitation on the scope. For those skilled in the art, other related drawings can also be obtained without creative labor on the basis of these drawings.

[0039] Figure 1 Fig. 1 shows a structural schematic diagram of the message processing system according to the embodiments of the present application;

[0040] Figure 2 Fig. 2 shows a flowchart of the message processing method according to the embodiments of the present application;

[0041] Figure 3 Fig. 3 shows an application scenario diagram of the message processing method according to the embodiments of the present application;

[0042] Figure 4 Fig. 4 shows an interface schematic diagram of the RPA task operation in the message processing method according to the embodiments of the present application;

[0043] Figure 5 Fig. 5 shows a structural schematic diagram of the message processing device according to the embodiments of the present application.

[0044] Main element symbol explanation:

[0045] 110 - session archive server; 120 - communication manager; 130 - RPA middle platform; 140 - communication platform; 510 - real-time information acquisition module; 520 - response message acquisition module; 530 - RPA driving module. DETAILED DESCRIPTION

[0046] The technical solutions in the embodiments of the present application will be described clearly and completely below in combination with the drawings in the embodiments of the present application. Obviously, the described embodiments are only some of the embodiments of the present application, but not all the embodiments of the present application.

[0047] The components of the embodiments of the present application generally described and illustrated in the accompanying drawings can be arranged and designed in various different configurations. Therefore, the following detailed description of the embodiments of the present application provided in the accompanying drawings is not intended to limit the scope of the claimed present application, but only represents selected embodiments of the present application. Based on the embodiments of the present application, all other embodiments obtained by those skilled in the art without creative work are within the scope of protection of the present application.

[0048] Hereinafter, the terms "include", "have", and their conjugates used in various embodiments of the present application are only intended to denote a certain characteristic, number, step, operation, element, component, or combination of the foregoing, and should not be construed as excluding the presence or addition of one or more other characteristics, numbers, steps, operations, elements, components, or combinations of the foregoing. In addition, the terms "first", "second", "third", and the like are only used to distinguish the description, and cannot be understood as indicating or implying relative importance.

[0049] Unless otherwise defined, all terms (including technical and scientific terms) used herein have the same meaning as commonly understood by one of ordinary skill in the art to which various embodiments of the present application belong. The terms (such as those defined in commonly used dictionaries) will be interpreted as having a meaning that is the same as the contextual meaning in the relevant technical field and will not be interpreted as having an idealized or overly formal meaning unless clearly defined in various embodiments of the present application.

[0050] Some embodiments of the present application will be described in detail below in combination with the drawings. The following embodiments and features in the embodiments can be combined with each other without conflict.

[0051] In the prior art, a financial manager in the field of financial technology or other related fields usually communicates with customers through WeChat for Enterprise, but the financial manager cannot guarantee all-weather and timely reply to customer information, which brings bad experience to customers. Moreover, each financial manager needs to maintain a large number of customers and needs to spend a lot of time in replying to customer messages, and the efficiency of replying to customer messages is low. When a platform or tool is used to call an interface to automatically reply to customer messages, it is easy to be judged as an external plug-in, which leads to the WeChat for Enterprise being blocked, and the risk of WeChat for Enterprise account being blocked is high. Therefore, the present application proposes a message processing method, system, terminal device and readable storage medium, which can effectively solve the problems of high risk of bank WeChat for Enterprise account being blocked, low efficiency of replying to customer messages and poor timeliness.

[0052] The message processing method of the present application is applicable to a message processing system, as shown in Figure 1 The system comprises a session archive server 110, a communication manager 120, an RPA middle platform 130 and a communication platform 140 of a computer terminal. The session archive server 110 is communicatively connected to the communication manager 120, the communication manager 120 is communicatively connected to the RPA middle platform 130, and the RPA middle platform 130 is communicatively connected to the communication platform 140.

[0053] The session archive server 110 is used to store the timely information received and the information sent by the communication platform 140; the timely information includes the unique identifier of the information sender and the message content. The above-mentioned message content is the information sent by the contact person who has been added in the communication platform 140, that is, the information sent by the information sender.

[0054] Among them, the session archive is used to store the chat records of the communication platform account and each contact person, including text, picture, video and other data as well as the unique identifier of the contact person (the unique identifier of the information sender). The communication platform 140 can be WeChat for Enterprise or DingTalk, etc., or other software capable of communication, which is not limited by the present application. If the communication platform 140 is WeChat for Enterprise, the session archive is Tencent session archive.

[0055] In this embodiment, the unique identifier of the information sender of the communication platform account can use the contact person ID of the communication platform account, which can be obtained through the interface of the communication platform 140 after the contact person is added to the communication platform account. When the communication platform account sends a message, the session archive also transmits the contact person ID when obtaining the message.

[0056] The communication manager 120 is used to obtain the timely information received in the session archive of the communication platform 140, obtain the corresponding reply message from the business knowledge base according to the message content, and call the robot task and send the reply message and the unique identifier of the information sender to the RPA middle platform 130.

[0057] The communication manager 120 and the business knowledge base can be arranged in one server or arranged in two servers respectively, and the application does not make any limitation.

[0058] Further, the communication manager 120 comprises a business knowledge base configuration page; a plurality of question and answer knowledge pairs are configured on the business knowledge base configuration page according to business requirements, and the business knowledge base is obtained.

[0059] The communication manager 120 obtains the corresponding response message from the business knowledge base according to the message content, comprising:

[0060] The message content is taken as a question, and a fuzzy matching method or a precise matching method is used to match the answer in the business knowledge base, the answer is taken as a response message, and the response message is returned.

[0061] Further, the response message is a message obtained by the communication manager 120 according to a set format. The response message comprises a text message, a picture message, a link message, a video message and the like. For example, the communication manager 120 assembles the response message into a JSON format.

[0062] Further, the business knowledge base comprises knowledge bases of a plurality of different businesses. For example, a credit card knowledge base and a financial knowledge base. Different business knowledge bases are assigned with unique ID numbers, and different functional departments in the address book of the communication platform 140 are assigned with different business knowledge base ID numbers. The functional departments and the corresponding business knowledge bases are configured in advance, and each functional department is configured with a business knowledge base ID number.

[0063] Further, the communication manager 120 further comprises a knowledge base configuration interface, which is used to configure the corresponding knowledge base ID number on the interface according to the functional department to which the communication platform account belongs.

[0064] Before the communication manager 120 obtains the corresponding response message from the business knowledge base according to the message content, it further comprises:

[0065] The functional department to which the corresponding account of the communication platform 140 belongs is obtained from the address book of the communication platform 140, and the business knowledge base is determined according to the functional department.

[0066] Specifically, the communication manager 120 requests the business knowledge base through an http protocol interface, and transmits the message content sent by the contact person and the corresponding configured business knowledge base ID number. After receiving the request, the business knowledge base finds the answer in the corresponding business knowledge base robot as a response message, and returns the response message.

[0067] Further, the main purpose of the present application is to reply to customer messages in a timely and efficient manner. In order to distinguish customers, the communication manager 120 of the present application is also used to identify contacts, and a customer list is stored in advance. It is judged whether the contact ID is in the customer list. If it is, the present application method is used to reply to the customer message. If the contact ID is not in the customer list, it is not processed and waits for manual processing.

[0068] Further, in order to ensure the quality of the reply message, the communication manager 120 requests the customer service when the corresponding reply message cannot be obtained from the service knowledge base, and sends the message content to the customer service for manual answer.

[0069] The RPA platform 130 is used to start the communication platform 140 on the computer terminal under the driving of the robot task, and open a session box with the sender according to the unique identifier of the information sender, and send the reply message to the sender.

[0070] Further, if the reply message is assembled by the communication manager 120 according to the set format, the RPA platform 130 further includes the following steps before sending the reply message to the sender:

[0071] The reply message in the set format is parsed to obtain text messages, picture messages, link messages and video messages, etc. For example, the communication manager 120 assembles the reply message into a JSON format and delivers it to the RPA task. When the RPA task is executed, the JSON string is obtained, and further parsing is required to obtain text messages, picture messages, link messages and video messages, etc.

[0072] If the reply message includes a picture message, the picture message is corresponding address information, and the corresponding picture needs to be downloaded according to the address information to send the picture and / or video to the sender. If the reply message includes a video message, the video message is corresponding address information, and the corresponding video needs to be downloaded according to the address information to send the video to the sender.

[0073] Wherein, the full name of RPA is Robotic Process Automation, and the main function is to execute the work information and business interaction through the robot according to the self-designed process. RPA includes RPA platform, RPA is used to manage RPA account, task script, execution, etc., and RPA task script is run through RPA platform 130.

[0074] In order to improve the efficiency, the present application adopts the container to run the RPA platform 130 and the communication platform 140 of the computer terminal to support multiple communication platform accounts to run at the same time.

[0075] The message processing method will be described below in combination with some specific embodiments.

[0076] Figure 2 A flow chart of the message processing method of the embodiments of the present application is shown. Exemplarily, the message processing method comprises the following steps:

[0077] S10, obtaining instant information received in the session archive of the communication platform 140; the instant information comprises a unique identifier of an information sender and message content.

[0078] The instant information received in the session archive of the communication platform 140 is obtained by using an interface of the communication platform 140; for example, information in the Tencent session archive is obtained by using a Tencent interface.

[0079] S20, obtaining a corresponding reply message from the business knowledge base according to the message content.

[0080] In an embodiment, the business knowledge base comprises a plurality of pre-configured question and answer knowledge pairs.

[0081] In step S20, the corresponding reply message is obtained from the business knowledge base according to the message content, comprising:

[0082] The message content is taken as a question, and a fuzzy matching method or a precise matching method is used to match the answer in the business knowledge base, the answer is taken as a reply message, and the reply message is returned.

[0083] Further, the business knowledge base comprises a plurality of knowledge bases according to different businesses; before obtaining the corresponding reply message from the business knowledge base according to the message content, it further comprises:

[0084] The functional department to which the account of the communication platform 140 belongs is obtained from the address book of the communication platform 140, and the business knowledge base is determined according to the functional department.

[0085] S30, sending the reply message and the unique identifier of the information sender to the RPA middle platform 130, and driving the RPA middle platform 130 to start the communication platform 140 on the computer terminal, open a session box with the sender according to the unique identifier of the information sender, and send the reply message to the sender.

[0086] In an embodiment, driving the RPA middle platform 130 to start the communication platform 140 on the computer terminal in step S30 comprises:

[0087] The icon or name of the communication platform 140 on the computer terminal is recognized by the RPA middle platform 130 driven by the RPA task script, and the communication platform 140 is started.

[0088] In an embodiment, the reply message is a message assembled according to a set format; the reply message comprises at least one of a text message, a picture message, a link message and a video message; before sending the reply message to the sender, it further comprises:

[0089] parsing the response message in the set format to obtain at least one of a text message, a picture message, a link message, and a video message;

[0090] If the response message includes a picture message and / or a video message, the picture message and the video message are corresponding address information, and the corresponding picture and / or video need to be downloaded according to the address information to send the picture and / or video to the sender.

[0091] Figure 3 An application scenario diagram of the message processing method of the embodiment of the application is shown. The application scenario takes the enterprise WeChat of a bank financial manager as an example. Next, a message processing method of the application will be introduced according to the application scenario, including the following steps.

[0092] S110, the personal WeChat of the bank customer sends message content to the enterprise WeChat of the bank financial manager.

[0093] The Tencent conversation archive stores the message content and the personal WeChat ID (unique identifier of the information sender) of the customer. The Tencent conversation archive is stored in the conversation archive server 110. That is, the message content and the personal WeChat ID of the customer are stored in the Tencent conversation archive as instant information.

[0094] S120, the communication manager 120, which can also be called an enterprise WeChat manager, obtains the instant information in the Tencent conversation archive. According to the function department to which the enterprise WeChat account of the financial manager belongs, the ID number of the business knowledge base is determined, and the message content in the instant information is sent to the business knowledge base with the corresponding ID number. The business knowledge base robot searches for the corresponding answer in the business knowledge base as a question, and returns the answer as a response message to the enterprise WeChat manager.

[0095] The enterprise WeChat manager requests the knowledge base through an http protocol interface, and transmits the message content sent by the customer and the corresponding knowledge base robot ID (according to the configuration of different knowledge base robots in the knowledge base configuration interface of the financial manager department, the business knowledge base includes multiple business knowledge bases, different function departments correspond to different businesses, and naturally correspond to different knowledge bases, such as credit cards and financial products. According to the enterprise WeChat address book, the corresponding business knowledge base is determined according to the function department configuration). The knowledge base receives the request, searches for the answer in the corresponding knowledge base robot, and returns the answer as a response message.

[0096] The WeChat micro manager re-encapsulates the response message in JSON format, connects the personal WeChat ID of the customer, and sends them to the cloud desktop together by calling the pre-written RPA robot task. The cloud desktop is the carrier for the script running of the WeChat and RPA middle platform 130, and the cloud desktop can also be a cloud server.

[0097] S130, the RPA middle platform 130 executes the pre-configured RPA task to implement the following steps:

[0098] S131, automatically open the workbench in the WeChat of the financial manager, and then open the RPA and the conversation one by one.

[0099] At initialization: the RPA task is started, the corresponding WeChat is searched, and if the WeChat is not found, it is restarted. The script decision component and the sequence logic component are used at the same time to judge the execution result of the logic component, such as opening the WeChat workbench, or opening the workbench-RPA-opening the conversation. If the opening of the workbench is successful, it is True, and if it fails, it is False.

[0100] S132, input the personal WeChat ID of the customer, and open the customer conversation.

[0101] The application logs in to the PC version of WeChat by using the cloud desktop, and then executes a task script in each cloud desktop that logs in to the WeChat PC end. The task script is used to identify icons and text in the WeChat page, and then simulates manual opening of the customer chat box to reply to the corresponding message of the customer, reducing manual operation. The task script contains RPA instructions, which drive RPA to identify WeChat icons or text on the cloud desktop and start WeChat.

[0102] S133, select the RPA message page and input the received response message.

[0103] After the RPA middle platform 130 obtains the response message in JSON format, it is pasted into the RPA message-message content input box.

[0104] Response message Json string example:

[0105] [{"text":{"content":"https: / / test-b-fat.pingan.com.cn / platform / ai-cust omer / index.html?isUseXCX=use&bizType=QYWX&entranceCode=E001590&pageId=QWJQRAI&isHideWe=1&defaultQuestion=Enterprise WeChat video graphic answer"},"msgtype":"text"},{"image":{"mediaid":"33q-iZ22vgHvZPXIzhd4CNrDnj-_p3RUUi9wbuT6fWcAURFIVH1-pt8bfO8lYPn0R"},"msgtype":"image"}]。

[0106] S134, click on "Parse" to parse the response message in JSON format and send it to the chat input box.

[0107] Specifically, as Figure 4 shown, click on "Parse JSON". The program retrieves the corresponding text, pictures, links, and video messages from the JSON and displays them one by one below the message content box. Each message corresponds to a "Send Message" button. The RPA script clicks on the "Send Message" button one by one, and the clicked messages will be written into the chat message input box and will not be displayed on the RPA message page. After all the messages are clicked, click on the "Send" button below the chat input box to send the message to the customer.

[0108] S135, click on the "Send" button in the chat input box to reply to the customer's information.

[0109] This application logs in to the PC version of Enterprise WeChat using a cloud desktop, and then executes a task script in each cloud desktop logged in to the Enterprise WeChat PC client. The task script recognizes the icons and text on the Enterprise WeChat page to simulate manually opening the customer chat box and replying to the corresponding customer messages, reducing manual operations. The data for replying to customer messages comes from the in-house knowledge base, including banking business and daily Q&A, which can meet most of the needs of wealth managers to maintain customers.

[0110] Figure 5 shows a schematic structural diagram of a message processing device according to an embodiment of the present application. Exemplarily, the message processing device includes: a real-time information acquisition module 510, a response message acquisition module 520, and an RPA driving module 530.

[0111] The real-time information acquisition module 510 is used to acquire real-time information received in the session archive of the communication platform 140; the real-time information includes the unique identifier of the information sender and the message content;

[0112] The response message obtaining module 520 is configured to obtain a corresponding response message from the service knowledge base according to the message content;

[0113] The RPA driving module 530 is configured to send the response message and the unique identifier of the information sender to the RPA middle platform 130, and drive the RPA middle platform 130 to start the communication platform 140 on the computer terminal and open a session box with the sender according to the unique identifier of the information sender, and send the response message to the sender.

[0114] It can be understood that the device of the embodiment corresponds to the message processing method of the above-mentioned embodiment, and the optional items in the above-mentioned embodiment are also applicable to the embodiment, and therefore will not be described again here.

[0115] The application further provides a terminal device. Illustratively, the terminal device includes a processor and a memory. The memory stores a computer program. The processor runs the computer program, so that the terminal device performs the functions of each module in the message processing method or the message processing device.

[0116] The processor can be an integrated circuit chip with a signal processing capability. The processor can be a general-purpose processor, including a central processing unit (CPU), a graphics processing unit (GPU), and a network processor (NP), a digital signal processor (DSP), an application-specific integrated circuit (ASIC), a field programmable gate array (FPGA), or other programmable logic devices, discrete gate or transistor logic devices, discrete hardware components, or combinations thereof. The general-purpose processor can be a microprocessor, or the processor can also be any conventional processor, etc., and can implement or execute the disclosed methods, steps, and logic block diagrams in the embodiments of the application.

[0117] The memory can be, but is not limited to, a random access memory (RAM), a read only memory (ROM), a programmable read-only memory (PROM), an erasable programmable read-only memory (EPROM), an electrically erasable programmable read-only memory (EEPROM) and the like. Among them, the memory is used to store a computer program, and the processor can execute the computer program correspondingly after receiving an execution instruction.

[0118] The application further provides a readable storage medium for storing the computer program used in the terminal device.

[0119] In several embodiments provided in the application, it should be understood that the disclosed apparatus and method can also be implemented by other means. The apparatus embodiments described above are only schematic, for example, the flow charts and block diagrams in the drawings show the possible implementation architectures, functions and operations of the apparatus, method and computer program product according to the embodiments of the application. In this regard, each block in the flow chart or block diagram can represent a module, a program segment or a part of code, which contains one or more executable instructions for implementing the specified logical function. It should also be noted that, in alternative implementation, the functions noted in the block can occur in different order from that noted in the drawings. For example, two consecutive blocks can actually be executed substantially in parallel, and sometimes they can be executed in reverse order, depending on the functions involved. It should also be noted that each block in the structural diagram and / or flow chart, and the combination of blocks in the structural diagram and / or flow chart, can be implemented by a dedicated hardware-based system for executing the specified functions or actions, or can be implemented by a combination of dedicated hardware and computer instructions.

[0120] In addition, each functional module or unit in the embodiments of the application can be integrated together to form an independent part, or each module can exist independently, or two or more modules can be integrated to form an independent part.

[0121] If the functions are implemented in the form of software function modules and sold or used as independent products, they can be stored in a computer readable storage medium. Based on this understanding, the technical solutions of the present application essentially or the parts that contribute to the prior art or parts of the technical solutions can be embodied in the form of a software product. The computer software product is stored in a storage medium and includes a number of instructions for causing a computer device (which can be a smart phone, a personal computer, a server, or a network device, etc.) to execute all or part of the steps of the methods described in the various embodiments of the present application. The aforementioned storage medium includes: a U disk, a mobile hard disk, a read-only memory (ROM, Read-Only Memory), a random access memory (RAM, Random Access Memory), a magnetic disk or an optical disk, and various media that can store program codes.

[0122] The above is only a specific implementation of the present application, but the protection scope of the present application is not limited thereto. Any person skilled in the art can easily think of changes or replacements within the technical scope disclosed in the present application, which should be covered within the protection scope of the present application.

Claims

1. A message processing method characterized by, The system comprises: acquiring real-time information received in a session archive of a communication platform; the real-time information comprises a unique identifier of an information sender and message content; acquiring a corresponding response message from a business knowledge base according to the message content, specifically comprising: determining a business knowledge base robot ID according to a functional department to which a receiver of the message content belongs, requesting the business knowledge base through a corresponding interface and inputting the business knowledge base robot ID and the message content into the business knowledge base, the business knowledge base using a knowledge base robot corresponding to the business knowledge base robot ID to find a response message based on the message content and returning the response message; sending the response message and the unique identifier of the information sender to an RPA middle platform through a robot task, and under the driving of the robot task, the RPA middle platform starts the communication platform on a computer terminal and opens a session box with the sender according to the unique identifier of the information sender, and sends the response message to the sender.

2. The message processing method of claim 1, wherein, The business knowledge base comprises a plurality of pre-configured question and answer knowledge pairs. The acquiring of the corresponding response message from the business knowledge base according to the message content comprises: taking the message content as a question, using a fuzzy matching method or a precise matching method to match an answer in the business knowledge base, taking the answer as a response message, and returning the response message.

3. The message processing method of claim 1, wherein, The driving of the RPA middle platform to start the communication platform on the computer terminal comprises: driving the RPA middle platform to recognize an icon or name of the communication platform on the computer terminal through an RPA task script, and starting the communication platform.

4. The message processing method of claim 1, wherein, The response message is a message assembled according to a set format; the response message comprises at least one of a text message, a picture message, a link message and a video message; before the sending of the response message to the sender, the method further comprises: parsing the response message in the set format to obtain at least one of a text message, a picture message, a link message and a video message; if the response message comprises a picture message and / or a video message, the picture message and the video message are corresponding address information, and corresponding pictures and / or videos need to be downloaded according to the address information to send the pictures and / or the videos to the sender.

5. The message processing method according to any one of claims 1 to 4, characterized in that, The business knowledge base comprises a plurality of knowledge bases according to different businesses; before the acquiring of the corresponding response message from the business knowledge base according to the message content, the method further comprises: acquiring a functional department to which a corresponding account of the communication platform belongs according to a contact list of the communication platform, and determining the business knowledge base according to the functional department.

6. A message processing system characterized by The system comprises: a session archive server, a communication manager, an RPA middle platform and a communication platform of a computer terminal; the session archive server is used to store real-time information and sent information received by the communication platform; the real-time information comprises a unique identifier of an information sender and message content; The communication manager is configured to acquire instant information received in a session archive of a communication platform, acquire a corresponding response message from a business knowledge base according to the message content, and call a robot task and send the response message and a unique identifier of the information sender to an RPA middle platform; wherein the acquiring of the corresponding response message from the business knowledge base according to the message content comprises: determining a business knowledge base robot ID according to a functional department to which a message content receiving object belongs, requesting the business knowledge base through a corresponding interface and inputting the business knowledge base robot ID and the message content into the business knowledge base, and searching for a response message based on the message content by a knowledge base robot corresponding to the business knowledge base robot ID, and returning the response message; The RPA middle platform is configured to start the communication platform on a computer terminal under the driving of the robot task, open a session box with the sender according to the unique identifier of the information sender, and send the response message to the sender.

7. The message processing system of claim 6, wherein, The communication manager comprises a business knowledge base configuration page; a plurality of question and answer knowledge pairs are configured on the business knowledge base configuration page according to business requirements, and the business knowledge base is obtained; The communication manager acquires a corresponding response message from a business knowledge base according to the message content, comprising: The message content is taken as a question, a fuzzy matching method or a precise matching method is used to match an answer in the business knowledge base, the answer is taken as a response message, and the response message is returned.

8. The message handling system of claim 6 or 7, characterized in that, The response message is a message obtained by the communication manager according to a set format; the response message comprises at least one of a text message, a picture message, a link message and a video message; before the RPA middle platform sends the response message to the sender, the RPA middle platform further comprises: The response message in the set format is parsed to obtain at least one of a text message, a picture message, a link message and a video message; If the response message comprises a picture message and / or a video message, the picture message and the video message are corresponding address information, and corresponding pictures and / or videos need to be downloaded according to the address information to send the pictures and / or the videos to the sender.

9. A terminal device, comprising: The terminal device comprises a processor and a memory, the memory stores a computer program, and the processor is configured to execute the computer program to implement the message processing method in any one of claims 1-5.

10. A readable storage medium, characterized by, It stores a computer program, and the computer program implements the message processing method according to any one of claims 1-5 when executed on a processor.

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