Omni-channel self-service response implementation method and system based on electric power IT service

Abstract

The invention relates to the technical field of IT services, in particular to an omni-channel self-service response implementation method and system based on electric power IT services, and aims to solve the problem of how to provide reasonable reply and guidance for a user according to the query habit of the user. Comprising the steps of dividing response levels of response keywords according to a combination mode; obtaining a query habit of a user in a questionnaire form, and obtaining an adjusted query content according to the query habit; acquiring a historical query record of the user, determining a response level for adjusting the query content according to the historical query record, and providing initial response information and query guidance according to the response level; tracking the subsequent operation of the user within the target time, and counting the number of times of using the query guidance by the user; and when the guidance frequency reaches a guidance threshold value, transferring the adjusted query content to a manual service platform, and giving ideal reply information by the manual service platform.

Description

Technical Field

[0001] The present invention relates to the field of IT service technology, and in particular to a method and system for implementing omni-channel self-service response based on electric power IT services. Background Art

[0002] With the development of the times, IT service work currently has problems such as complicated systems, large maintenance of business process documents and system operation documents, and untimely updates. The operation methods of various business systems are different. Relying solely on training staff to complete business management will result in excessive human cost investment.

[0003] "CN111192060B" discloses a method for implementing omni-channel self-service answering based on power IT services, which handles various businesses through human-computer collaboration. However, when reviewing questions raised by users, the questioning habits of different users are not fully taken into consideration. If the system is only modified from the perspective of providing answers, the system will take too long to improve. During the system improvement process, the user experience is also poor, and the system cannot form a good learning method for the user's personal habits, which leads to slower system updates and iterations. Therefore, how to provide users with reasonable replies and guidance based on their query habits is one of the problems that technical personnel in this field urgently need to solve. Summary of the invention

[0004] The problem solved by the present invention is: how to provide reasonable answers and guidance to users according to their query habits.

[0005] To solve the above problems, an embodiment of the present invention provides a method for implementing self-service answering based on omni-channel electric power IT services. The answering implementation method includes: establishing an answer database, storing multiple answer keywords in the answer database, and dividing the answer keywords into answer levels according to the combination method; obtaining the user's query habits in the form of a questionnaire, and adjusting the initial query content input by the user according to the query habits to obtain the adjusted query content; obtaining the user's historical query records, determining the answer level of the adjusted query content according to the historical query records, and providing initial reply information and query guidance according to the reply level; after the user obtains the initial reply information, tracking the user's subsequent operations within the target time, and statistically analyzing the user's query results. The number of times the user uses the query guidance, and obtains the subsequent reply information corresponding to the query guidance; when the number of guidance times reaches the guidance threshold, the query content will be adjusted and transferred to the manual service platform, and the manual service platform will give the ideal reply information; the initial reply information and the subsequent reply information obtained by the user will be recorded as reference information, and the manual service platform will compare the ideal reply information with the reference information to obtain the difference reply content; determine the difference keywords that cause the difference reply content, obtain the response level and occurrence frequency of the difference keywords in the reference information, and determine the modification level of the difference reply content; modify the reference information according to the modification level to obtain the modified reply information, and use the modified reply information to replace the reference information.

[0006] Compared with the prior art, the technical effects achieved by adopting this technical solution are as follows: the setting of the answer database enables the self-service answer system to store enough answer keywords; the division of answer levels enables corresponding answer information to be provided according to the user's query information; when the user inputs fewer answer keywords, reasonable query guidance is provided to the user to improve the user's query experience; the acquisition of query habits enables different keyword reading methods to be formulated according to the habits of different users, thereby improving the practicality of the self-service answer method; through the tracking of subsequent query content, the user's satisfaction with the initial answer information can be judged, and whether the initial answer information needs to be modified based on the satisfaction level; through the setting of the number of guidance times and the guidance threshold, when the self-service answer system cannot provide satisfactory answer information, the manual service platform can intervene in time; by obtaining the answer level and occurrence frequency of different keywords, the reference information that needs to be replaced for the different answer content can be determined; after the reference information is modified by the different answer content, the initial answer information corresponding to each answer level is more reasonable.

[0007] In one embodiment of the present invention, the query habits of the user are obtained in the form of a questionnaire, and the initial query content input by the user is adjusted according to the query habits to obtain adjusted query content, specifically including: obtaining the word order habits of the user when performing a query through word order detection to obtain a word order adjustment template; obtaining the replacement habits of the user for synonyms when performing a query through vocabulary detection to obtain a vocabulary adjustment template; adjusting the initial query content according to the vocabulary adjustment template and the word order adjustment template to obtain adjusted query content.

[0008] Compared with the existing technology, the technical effect achieved by adopting this technical solution is as follows: the setting of the word order adjustment template can upgrade the self-service answering system according to the speech habits of different users, and can more accurately identify the initial query content entered by the user through voice input. The setting of the vocabulary adjustment template allows the self-service answering system to actively adjust the initial query content entered by the user according to the user's word usage habits, so that the self-service answering system can provide appropriate initial reply information.

[0009] In one embodiment of the present invention, the user's historical query records are obtained, the response level of the query content is adjusted according to the historical query records, and initial reply information and query guidance are provided according to the response level, which specifically includes: obtaining historical keywords of the historical query records, matching the historical keywords with the response content in the response database, filtering the response content according to the matching similarity to obtain the judgment content; filtering out the minimum value of the response level corresponding to the judgment content, and determining the response level of the query content according to the minimum value of the response level; determining the detail of the response content according to the response level to obtain the initial reply information, and supplementing the query guidance according to the judgment content.

[0010] Compared with the existing technology, the technical effects achieved by adopting this technical solution are as follows: the acquisition of historical keywords can obtain the query content of the user before using the self-service answering system, can quickly understand the user's understanding of the answer keywords, and provide appropriate initial reply information based on the understanding level, and the screening of the minimum answer level can improve the accuracy of the initial reply information and avoid the user's need to return to the previous answer level for operation, and the query guidance is supplemented according to the judgment content, so that the displayed query guidance is more in line with the user's historical query situation.

[0011] In one embodiment of the present invention, the initial reply information and subsequent reply information obtained by the user are recorded as reference information, and the manual service platform compares the ideal reply information with the reference information to obtain differential reply content, specifically including: summarizing and integrating the content of the ideal reply information to obtain ideal keywords; recording the initial reply information or subsequent reply information that does not contain the ideal keywords in the reference information as incorrect reply content; and recording the initial reply information or subsequent reply information that contains the ideal keywords in the reference information as differential reply content.

[0012] Compared with the existing technology, the technical effect achieved by adopting this technical solution is as follows: the setting of ideal keywords makes it more convenient to screen out erroneous reply contents and differential reply contents, and the acquisition of differential reply contents can determine the specific location where the ideal reply information can be supplemented, making it convenient for staff to carry out subsequent operations.

[0013] In one embodiment of the present invention, the difference keywords that cause the difference reply content are determined, the response level and the frequency of occurrence of the difference keywords in the reference information are obtained, and the modification level of the difference reply content is determined, specifically including: obtaining the number of occurrences of the difference keywords in each difference reply content, and calculating the frequency of occurrence based on the number of occurrences; combining the response level of each difference reply content with the frequency of occurrence to obtain the modification coefficient of each difference reply content; and determining the modification level of the difference reply content based on the modification coefficient.

[0014] Compared with the prior art, the technical effects achieved by adopting this technical solution are as follows: obtaining the number of occurrences can obtain the occurrence ratio of the difference keywords, and the method of calculating the occurrence frequency based on the occurrence ratio can obtain the influence of the difference keywords on the difference reply content, and the setting of the modification coefficient can compare different difference reply contents and screen out the difference reply contents that better meet the modification conditions, and the setting of the modification level can limit the scope of the modification to avoid affecting the operation of the self-service answering system.

[0015] In one embodiment of the present invention, the response level and occurrence frequency of each difference reply content are combined to obtain a modification coefficient of each difference reply content, specifically including: calculating the difference percentage corresponding to each response level according to the occurrence frequency, and comparing the difference percentage with the difference threshold; when the difference percentage is greater than or equal to the difference threshold, adjusting the response level according to the difference percentage; when the difference percentage is less than the difference threshold, calculating the modification coefficient according to the difference percentage.

[0016] Compared with the existing technology, the technical effects achieved by adopting this technical solution are as follows: the calculation of the difference percentage can obtain the difficulty of combining the ideal reply information with the initial reply information of different response levels; the setting of the difference threshold can screen a large number of difference reply contents and obtain the response level that is convenient for the staff to modify the reply information.

[0017] In one embodiment of the present invention, reference information is modified according to a modification level to obtain modified reply information, and the modified reply information is used to replace the reference information, specifically including: finding corresponding subsequent reply information from the reference information according to the modification level; when the modification level is the same as the response level of the subsequent reply information, adding the ideal reply information to the subsequent reply information to obtain modified reply information; when the modification level is different from the response level of the subsequent reply information, calculating the level difference between the modification level and the response level, and recording the subsequent reply information between the level difference as information to be adjusted; integrating the information to be adjusted and the ideal reply information to obtain multiple reply vectors, performing similarity analysis on the multiple reply vectors and the initial reply information, and determining the modified reply information based on the analysis results.

[0018] Compared with the prior art, the technical effect achieved by adopting this technical solution is as follows: by comparing the modification level and the response level, the minimum response level that can be replaced by the ideal response level is accurately found, and the setting of the information to be adjusted can divide the ideal response information into response levels according to the reference information, making the setting of the ideal response information more reasonable and reducing the impact caused by the addition of the ideal response information.

[0019] In one embodiment of the present invention, the information to be adjusted and the ideal reply information are integrated to obtain multiple reply vectors, the multiple reply vectors are subjected to similarity analysis with the initial reply information, and the modified reply information is determined based on the analysis results, specifically including: screening out the reply vector containing the ideal reply information, recorded as the vector to be replaced; comparing the similarity of each vector to be replaced, taking the vector to be replaced with the highest similarity as the modified reply information, and adjusting the query guidance in descending order of similarity.

[0020] Compared with the prior art, the technical effect achieved by adopting this technical solution is as follows: the screening of the vectors to be replaced can further modify the query guidance of the modified reply information after the modified reply information is determined, so as to facilitate users to search for ideal keywords, and also make the query layout of the adjusted query content more reasonable.

[0021] In one embodiment of the present invention, the present invention also provides an omni-channel self-service answering system based on electric power IT services, the answering system comprising: a storage module, in which an answering database is arranged; a query module, in which the query module is used to track subsequent operations of users; a statistical module, in which the statistical module counts the number of times a user provides query instructions; a calculation module, in which the calculation module is used to calculate the frequency of occurrence and the modification level. The self-service answering implementation method described in the above embodiment is applied to the self-service answering system, and the self-service answering system has all the technical features of the self-service answering implementation method, which will not be described one by one here. BRIEF DESCRIPTION OF THE DRAWINGS

[0022] Figure 1 This is one of the flow charts of the self-service answering implementation method of the present invention; Figure 2 This is the second flow chart of the self-service answering method of the present invention; Figure 3 This is the third flow chart of the self-service answering method of the present invention; Figure 4 This is the fourth flow chart of the self-service answering method of the present invention; Figure 5 A system schematic diagram of the self-service answering system of the present invention; Description of reference numerals: 100 - self-service answering system; 110 - storage module; 120 - query module; 130 - statistics module; 140 - calculation module. DETAILED DESCRIPTION

[0023] In order to make the above-mentioned objects, features and advantages of the present invention more obvious and easy to understand, specific embodiments of the present invention are described in detail below with reference to the accompanying drawings.

[0024] [First embodiment] See also Figure 1 In a specific embodiment, the present invention provides a method for implementing omni-channel self-service response based on power IT services, and the response implementation method includes: S100, establishing a response database, storing a plurality of response keywords in the response database, and dividing the response keywords into response levels according to the combination mode; S200, obtaining the user's query habits through a questionnaire, and adjusting the initial query content input by the user according to the query habits to obtain adjusted query content; S300, obtaining the user's historical query records, determining the response level for adjusting the query content according to the historical query records, and providing initial reply information and query guidance according to the response level; S400: After the user obtains the initial reply information, the subsequent operations of the user are tracked within the target time, the number of times the user uses the query guide is counted, and the subsequent reply information corresponding to the query guide is obtained; S500, when the number of guidance times reaches the guidance threshold, the query content is adjusted and transferred to the manual service platform, and the manual service platform gives the ideal reply information; S600: The initial reply information and the subsequent reply information obtained by the user are recorded as reference information, and the manual service platform compares the ideal reply information with the reference information to obtain the difference reply content; S700, determining the difference keywords that cause the difference reply content, obtaining the response level and the frequency of occurrence of the difference keywords in the reference information, and determining the modification level of the difference reply content; S800: Modify the reference information according to the modification level to obtain modification reply information, and use the modification reply information to replace the reference information.

[0025] In step S100, a variety of reply information is stored in the response database, which is combined with different response keywords. Different response keywords have different response levels when combined, and different response levels will also provide different reply information. The lower the response level, the more general the explanation of each keyword in the reply information. The higher the response level, the more detailed the explanation of a certain response keyword.

[0026] In step S200, the self-service answering implementation method can be applied to APP or to the self-service equipment in the service hall. When each user creates an account, he / she reflects his / her query habits to the system by answering the system preset questionnaire. The query habits include but are not limited to query categories and language preferences. Language preferences are mainly to avoid users having specific spoken habits when using voice input to query questions, such as synonym replacement and sentence inversion. These habits may cause the answer database to misidentify. Therefore, the answer database needs to perform a preliminary translation of the initial query content according to the user's query habits.

[0027] In step S300, in some cases, the user will only enter keywords when making a query. When the number of keywords is small, the system cannot directly identify the user's true query intention and will use questions to narrow the user's query scope. The smaller the query scope of the query content is adjusted, the higher the corresponding response level will be. When there are relevant query records in the user's historical query records, the system will directly jump to the corresponding response level based on the information in the query record, so that the user does not need to click on the options in sequence according to the response level. The query guidance is a further explanation of the keywords in the initial reply information, which is convenient for users to understand the initial reply information, or the content that users may need to query based on the adjusted query content.

[0028] For example, the user's adjustment query content is broadband processing. The initial response information provided at this time is an introduction to broadband processing, and the query guide includes the time of broadband processing, the preparation materials for broadband processing, the cost of broadband processing, etc. If the user has previously searched for the keyword "preparation materials for broadband processing" based on historical query records, and the query content is whether a copy of the ID card is required for broadband processing, at this time, when the adjustment query record entered by the user is broadband processing, the initial response information is provided based on the key point of "preparation materials for broadband processing."

[0029] In step S400, the target time is usually 10 minutes, which can be adjusted according to the number of words in the initial reply information. Usually, the more words in the initial reply information, the longer the target time. The result of a single question and answer cannot determine whether the initial reply information meets the user's needs. Therefore, it is necessary to track the user's subsequent query content. At the same time, when the user frequently uses the query guidance, it means that the user is not satisfied with the content of the initial reply information. It is necessary to count such situations to facilitate the adjustment of the self-service answer method.

[0030] In step S500, the number threshold is related to the highest response level of the adjusted query content. Normally, when the value of the number of guidance times is greater than the value of the highest response level, the adjusted query content is transferred to the manual service platform. The ideal reply information is the reply information obtained by the user after consulting the staff. After the user gets a satisfactory reply, the staff will organize the reply information provided by themselves, obtain the ideal reply information, and upload it to the self-service answer system.

[0031] In step S600, when obtaining reference information, the user needs to record each subsequent reply information obtained according to the query guide, and the staff compares the reference information with the ideal reply information to obtain the difference reply content.

[0032] In step S700, the difference keywords are determined according to the difference reply content. When the difference keywords do not exist in the reference information, the frequency of occurrence of the difference keywords is 0. The staff needs to first determine the response level for the difference keywords. The obtained response level is the modification level of the difference reply content. When the difference keywords exist in the reference information, the modification level of the difference reply content is determined according to the frequency of occurrence of the difference keywords at each response level.

[0033] For example, an electric power company has launched a new service, but the response content of this service has not been stored in the self-service answering system, or the stored response content is not comprehensive enough. This will result in the self-service answering system being unable to obtain the desired answer based on the adjusted query content. After identifying this situation, the staff needs to set corresponding response levels for each different keyword to improve the convenience of users using the self-service answering system.

[0034] In step S800, the modified reply information is replaced to the specified position in the reference information according to the modification level. It can be understood that for some different keywords, the reference information and the modified reply information can be directly superimposed to facilitate users to better understand the modified reply information.

[0035] The setting of the response database allows the self-service response system to store enough response keywords. The division of response levels can provide corresponding reply information based on the user's query information. When the user enters fewer response keywords, reasonable query guidance can be provided to the user to improve the user's query experience. The acquisition of query habits can formulate different keyword reading methods according to the habits of different users, which improves the practicality of the self-service response method. By tracking the subsequent query content, it can determine the user's satisfaction with the initial reply information, and determine whether the initial reply information needs to be modified based on the satisfaction level. By setting the number of guidance times and guidance thresholds, the manual service platform can intervene in time when the self-service response system cannot provide satisfactory reply information. By obtaining the response level and frequency of occurrence of different keywords, it can determine the reference information that needs to be replaced for the different reply content. After the reference information is modified by the different reply content, the initial reply information corresponding to each response level is more reasonable.

[0036] [Second embodiment] See also Figure 2 In a specific embodiment, the query habits of the user are obtained through a questionnaire, and the initial query content input by the user is adjusted according to the query habits to obtain the adjusted query content, which specifically includes: S210, obtaining the word order habit of the user when performing a query through word order detection, and obtaining a word order adjustment template; S220, obtaining the user's replacement habit for synonyms when performing a query through vocabulary detection, and obtaining a vocabulary adjustment template; S230: Adjust the initial query content according to the vocabulary adjustment template and the word order adjustment template to obtain adjusted query content.

[0037] In step S210 to step S230, some users use voice input when inputting the initial query content, and different users speak in different ways. For example, some users like to use inversion when speaking, which will cause the order of keywords recognized by the self-service answering system to change. When the order changes, the initial reply information and query guidance may also change accordingly, causing inconvenience to the user. Similarly, different users use different words when describing the same thing. By acquiring replacement habits, synonyms that may be replaced are added to the answer database, which is convenient for the self-service answering system to acquire the initial query content.

[0038] Therefore, after investigating the behavioral habits of each user in the form of a questionnaire, a word order adjustment template and a vocabulary adjustment template can be obtained. The word order adjustment template and the vocabulary adjustment template can be continuously expanded during the use of the self-service answering system. The query habits of each new user can be determined through the word order adjustment template and the vocabulary adjustment template to determine the user category, and the initial query content provided by the user can be adjusted according to the user category to obtain adjusted query content.

[0039] Preferably, error messages for some commonly used answering keywords can also be stored, and when the corresponding error message is input, the self-service answering system directly translates the error message into the correct answering keyword.

[0040] The setting of the word order adjustment template can upgrade the self-service answering system according to the speech habits of different users, and can more accurately identify the initial query content entered by the user through voice input. The setting of the vocabulary adjustment template allows the self-service answering system to actively adjust the initial query content entered by the user according to the user's word usage habits, so that the self-service answering system can provide appropriate initial reply information.

[0041] [Third embodiment] See also Figure 3 In a specific embodiment, obtaining the historical query records of the user, determining the response level of adjusting the query content according to the historical query records, and providing initial reply information and query guidance according to the response level specifically includes: S310, obtaining historical keywords of historical query records, matching the historical keywords with the response content in the response database, screening the response content according to the matching similarity, and obtaining the judgment content; S320, screening out the minimum value of the response level corresponding to the determination content, and determining the response level of the adjusted query content according to the minimum value of the response level; S330: Determine the detail of the response content according to the response level to obtain initial reply information, and supplement the query guidance according to the determined content.

[0042] In step S310, the historical keywords are matched with the response contents, the response contents are screened according to the matching similarity, and the response contents with matching similarity greater than the matching threshold are recorded as the determined contents.

[0043] In step S320, each judgment content has a corresponding response level, and the minimum response level is used as the basis. This can help the user eliminate some invalid options when the response keywords entered by the user are insufficient, thereby improving the user's query efficiency.

[0044] For example, the response level of the keyword input by the user is level 1, and the minimum response level of the judgment content is level 3. If no adjustment is made based on the judgment content, the response level of the query guidance obtained by the user is level 2. However, after adjustment based on the judgment content, the user can directly obtain a query guidance with a response level of level 4.

[0045] In step S330, after the response level is determined, the corresponding initial reply information is provided according to the response level. The content of the initial reply information is determined by the minimum value of the response level of the judgment content. If there are multiple judgment contents with the minimum value of the response level, the initial reply information corresponding to the multiple judgment contents are integrated. At the same time, the query guidance corresponding to the initial reply information should also be modified according to the judgment content. The relevant information in the judgment content will appear in the query guidance regardless of the response level. When the user selects the query guidance or the query guidance is not selected for three consecutive times, the relevant information of the judgment content will be deleted from the query guidance.

[0046] It should be noted that, normally, the query guide will only display the relevant information of the next response level, but when the query guide is newly added due to the determination content, there is no need to consider the response level corresponding to the determination content.

[0047] The acquisition of historical keywords can obtain the user's query content before using the self-service answering system, and can quickly understand the user's understanding of the answer keywords, and provide appropriate initial reply information based on the understanding. The screening of the minimum answer level can improve the accuracy of the initial reply information and avoid the user's need to return to the previous answer level to operate. The query guidance is supplemented according to the judgment content, so that the displayed query guidance is more in line with the user's historical query situation.

[0048] [Fourth embodiment] See also Figure 4 In a specific embodiment, the initial reply information and the subsequent reply information obtained by the user are recorded as reference information, and the manual service platform compares the ideal reply information with the reference information to obtain the difference reply content, which specifically includes: S610, summarizing and integrating the content of the ideal reply information to obtain ideal keywords; S620, recording the initial reply information or subsequent reply information that does not contain the ideal keyword in the reference information as an erroneous reply content; S630. Record the initial reply information or subsequent reply information containing the ideal keyword in the reference information as the differential reply content.

[0049] In step S610 to step S630, the ideal keywords are confirmed by the staff who provides the ideal answer information, and after confirmation, they are input into the self-service answer system. The self-service answer system screens the reference information according to the ideal keywords and obtains the wrong answer content and the difference answer content.

[0050] The setting of ideal keywords makes it more convenient to screen out incorrect reply contents and differential reply contents. The acquisition of differential reply contents can determine the specific location where the ideal reply information can be supplemented, making it easier for staff to carry out subsequent operations.

[0051] [Fifth embodiment] In a specific embodiment, determining the difference keywords that cause the difference reply content, obtaining the response level and the occurrence frequency of the difference keywords in the reference information, and determining the modification level of the difference reply content specifically includes: S710, obtaining the number of occurrences of the difference keywords in each difference reply content, and calculating the frequency of occurrence according to the number of occurrences; S720, combining the response level and the occurrence frequency of each difference reply content to obtain a modification coefficient of each difference reply content; S730. Determine the modification level of the difference reply content according to the modification coefficient.

[0052] In step S710 to step S730, the difference reply content contains the same ideal keywords as the ideal reply content, but the difference reply content cannot satisfy the user. The staff needs to analyze the difference reply content according to the adjusted query content provided by the user, and determine the reasons why the difference reply content is different from the ideal reply content, and analyze it in combination with the answer database to obtain the difference keywords. The difference keywords can be one or more, and each difference keyword has a corresponding number of occurrences and occurrence percentage. The number of occurrences is counted according to the number of difference keywords in the difference reply content, and the occurrence percentage is calculated according to the number of words in the difference reply content and the number of words in the difference keywords.

[0053] After calculation, the modification coefficient and modification level of each differential response content can be obtained. In order to avoid the ideal response content affecting the previous response system after modification, the modification level represents the lowest level that the differential response content can accept modification. Obtaining the number of occurrences can obtain the occurrence ratio of different keywords. By calculating the occurrence frequency based on the occurrence ratio, we can obtain the influence of different keywords on different reply contents. By setting the modification coefficient, we can compare different different reply contents and screen out the different reply contents that better meet the modification conditions. By setting the modification level, we can limit the scope of modification to avoid affecting the operation of the self-service answering system.

[0054] [Sixth embodiment] In a specific embodiment, the response level and the occurrence frequency of each difference reply content are combined to obtain the modification coefficient of each difference reply content, which specifically includes: S721, calculating the difference percentage corresponding to each response level according to the occurrence frequency, and comparing the difference percentage with the difference threshold; S722, when the difference percentage is greater than or equal to the difference threshold, adjusting the response level according to the difference percentage; S723. When the difference percentage is less than the difference threshold, calculate a modification coefficient according to the difference percentage.

[0055] In step S721 to step S723, the number of words in the difference reply content is recorded as A 1 , the number of words of the different keywords is A 2 , the number of occurrences of the difference keyword is B, the frequency of occurrence is Z, and A 1 , A 2 , B and Z satisfy the following relationship: Z=A 1 ÷(A 2 ×B).

[0056] There are multiple differential response contents, and the response level corresponding to each differential response content is also different. Therefore, it is necessary to calculate the difference percentage corresponding to each response level.

[0057] For example, the number of different replies for response levels 3 to 6 is 4, 7, 6 and 3 respectively. At this time, the proportion of the number of response levels 3 to 6 is 0.2, 0.35, 0.3 and 0.15 respectively. The frequency of occurrence is recorded as the weight, and the difference percentage of each response level is calculated based on the proportion of the number.

[0058] After the difference percentage is calculated, it is compared with the difference threshold. The difference threshold is stored in the response database. When the initial response information is modified by the ideal response information, the initial response information with a smaller amount of change is given priority to facilitate the staff's operation. Therefore, for the difference response content with a large difference percentage, the response level needs to be converted according to the difference percentage to obtain the optimal modification level of the ideal response information.

[0059] When the difference percentage is less than the difference threshold, the best modification level for the ideal response information is preliminarily determined, and the modification coefficient is calculated based on the difference percentage.

[0060] Different response levels have different modification coefficients. The larger the response level, the larger the corresponding modification coefficient. The response level is L. 1 , the modification factor is F 1, modify the percentage to F 0 , then F 0 、F 1 With L 1 The following relationship is satisfied: F 1 =1+F 0 × (0.8 + 0.4L 1 ).

[0061] The calculation of the difference percentage can obtain the difficulty of combining the ideal response information with the initial response information of different response levels. The setting of the difference threshold can screen a large number of difference response contents and obtain the response level that is convenient for the staff to modify the response information.

[0062] [Seventh embodiment] In a specific embodiment, the reference information is modified according to the modification level to obtain modification reply information, and the reference information is replaced with the modification reply information, specifically including: S810, finding corresponding subsequent reply information from the reference information according to the modification level, and when the modification level is the same as the response level of the subsequent reply information, adding the ideal reply information to the subsequent reply information to obtain modified reply information; S820, when the modification level is different from the response level of the subsequent reply information, calculating the level difference between the modification level and the response level, and recording the subsequent reply information between the level differences as information to be adjusted; S830, integrating the information to be adjusted and the ideal response information to obtain multiple response vectors, performing similarity analysis on the multiple response vectors and the initial response information, and determining to modify the response information according to the analysis result.

[0063] In step S810, the modification level determines the minimum response level at which the ideal reply information can be replaced. When screening subsequent reply information, the response information with a smaller response level is preferentially selected for replacement. In this way, the user can obtain the relevant content of the ideal reply information using fewer query instructions and perform subsequent operations in a timely manner. For response levels lower than the modification level, the relevant content of the ideal reply information is not added to the corresponding subsequent reply information. This is to avoid the relevant content of the ideal reply information interfering with the user's query and affecting the query efficiency.

[0064] Therefore, after screening, the ideal reply information with the same modification level as the subsequent reply level is directly added to the subsequent reply information to obtain modified reply information.

[0065] In step S820, the range of subsequent reply information that can be modified by the ideal reply information is calculated through the level difference. For example, the modification level is 3 and the subsequent reply information is 7. The level difference at this time is 4, that is, the ideal reply information can be added to the subsequent reply content of response level 3 to response level 7. In order to allow users to obtain the relevant content of the ideal reply information using fewer query instructions, the modification position of the ideal reply information cannot be determined simply based on the response level of the subsequent reply information. The response database will divide the ideal reply information into response levels based on keywords, and form corresponding response keywords and put them into the subsequent reply information between the level differences. These subsequent reply information that can be placed in the ideal reply information are all recorded as information to be adjusted.

[0066] It should be noted that when calculating the level difference, the modification coefficients obtained in steps S721 to S723 need to be rounded up first.

[0067] In step S830, the subsequent reply information is vectorized by the BERT pre-trained language model to obtain a reply vector. Then all reply vectors are standardized to eliminate the influence of different vector magnitudes, and finally an answer vector is obtained at each response level.

[0068] Furthermore, a similarity analysis is performed between each answer vector and the initial reply information, and modified reply information is obtained according to the analysis result.

[0069] By comparing the modification level and the response level, the minimum response level that can replace the ideal response level can be accurately found. The setting of the information to be adjusted can divide the ideal response information into response levels according to the reference information, making the setting of the ideal response information more reasonable and reducing the impact caused by the addition of the ideal response information.

[0070] [Eighth embodiment] In a specific embodiment, the information to be adjusted and the ideal response information are integrated to obtain multiple response vectors, the multiple response vectors are analyzed for similarity with the initial response information, and the response information is modified according to the analysis result, specifically including: S831, filter out a reply vector containing ideal reply information and record it as a vector to be replaced; S832: Compare the similarities of the vectors to be replaced, use the vector to be replaced with the highest similarity as the modified reply information, and adjust the query guidance according to the order of similarity from high to low.

[0071] In step S831 to step S832, the reply vector with the highest similarity is used as the modified reply information. After the modified reply information is determined, the remaining reply vectors containing the ideal reply information are used as the vectors to be replaced. They are sorted according to their similarities, and the number of vectors with the same value as the level difference is selected from large to small. These vectors to be replaced are added to the query guidelines of each response level in order from large to small according to their similarity.

[0072] The selection of the vector to be replaced can further modify the query guidance of the modified reply information after the modified reply information is determined, so as to facilitate the user to search for the ideal keyword and make the query layout of the adjusted query content more reasonable.

[0073] [Ninth embodiment] See also Figure 5 In a specific embodiment, the present invention also provides a self-service answering system 100 based on the omni-channel of power IT services. The self-service answering method recorded in the above embodiment is applied to the self-service answering system 100. The self-service answering system 100 includes: a storage module 110, and the answering database is arranged in the storage module 110; a query module 120, and the query module 120 is used to track the subsequent operations of the user; a statistical module 130, and the statistical module 130 counts the number of guidance times of the query guidance of the user; a calculation module 140, and the calculation module 140 is used to calculate the occurrence frequency and the modification level. The self-service answering implementation method recorded in the above embodiment is applied to the self-service answering system 100, and the self-service answering system 100 has all the technical features of the self-service answering implementation method, which will not be repeated here one by one.

[0074] Although the present invention is disclosed as above, the present invention is not limited thereto. Any person skilled in the art can make various changes and modifications without departing from the spirit and scope of the present invention. Therefore, the protection scope of the present invention shall be subject to the scope defined by the claims.

Claims

1. A method for implementing omni-channel self-service response based on power IT services, characterized in that: The response implementation method comprises: Establishing a response database, storing a plurality of response keywords in the response database, and dividing the response keywords into response levels according to the combination mode; Acquiring the user's query habits in the form of a questionnaire, and adjusting the initial query content input by the user according to the query habits to obtain adjusted query content; Acquire the historical query records of the user, determine the response level of the adjusted query content according to the historical query records, and provide initial reply information and query guidance according to the response level; After the user obtains the initial reply information, the subsequent operations of the user are tracked within a target time, the number of times the user uses the query guide is counted, and subsequent reply information corresponding to the query guide is obtained; When the number of guidance times reaches the guidance threshold, the adjustment query content is transferred to the manual service platform, and the manual service platform gives the ideal reply information; The initial reply information and the subsequent reply information obtained by the user are recorded as reference information, and the manual service platform compares the ideal reply information with the reference information to obtain differential reply content; Determine the difference keywords that cause the difference reply content, obtain the response level and the frequency of occurrence of the difference keywords in the reference information, and determine the modification level of the difference reply content; The reference information is modified according to the modification level to obtain modification reply information, and the reference information is replaced with the modification reply information.

2. The self-service answering method according to claim 1, characterized in that: The obtaining of the user's query habits in the form of a questionnaire, and adjusting the initial query content input by the user according to the query habits to obtain the adjusted query content, specifically includes: Obtain the word order habit of the user when performing a query through word order detection, and obtain a word order adjustment template; Obtaining the user's replacement habits for synonyms when performing a query through vocabulary detection, and obtaining a vocabulary adjustment template; The initial query content is adjusted according to the vocabulary adjustment template and the word order adjustment template to obtain the adjusted query content.

3. The self-service answering method according to claim 2, characterized in that: The obtaining of the historical query records of the user, determining the response level of the adjusted query content according to the historical query records, and providing initial reply information and query guidance according to the response level specifically includes: Obtaining historical keywords of the historical query record, matching the historical keywords with the response content in the response database, screening the response content according to the matching similarity, and obtaining the judgment content; Screening out the minimum value of the response level corresponding to the determination content, and determining the response level of the adjustment query content according to the minimum value of the response level; The level of detail of the response content is determined according to the response level to obtain the initial reply information, and the query guide is supplemented according to the determination content.

4. The self-service answering method according to claim 3, characterized in that: The initial reply information and the subsequent reply information obtained by the user are recorded as reference information, and the manual service platform compares the ideal reply information with the reference information to obtain the difference reply content, specifically including: Summarize and integrate the content of the ideal reply information to obtain ideal keywords; Recording the initial reply information or the subsequent reply information that does not contain the ideal keyword in the reference information as an erroneous reply content; The initial reply information or the subsequent reply information containing the ideal keyword in the reference information is recorded as the difference reply content.

5. The self-service answering method according to claim 4, characterized in that: The determining of the difference keywords causing the difference reply content, obtaining the response level and the occurrence frequency of the difference keywords in the reference information, and determining the modification level of the difference reply content specifically includes: Obtaining the number of occurrences of the difference keywords in each of the difference reply contents, and calculating the occurrence frequency according to the number of occurrences; Combining the response level and the occurrence frequency of each of the difference reply contents to obtain a modification coefficient of each of the difference reply contents; The modification level of the difference reply content is determined according to the modification coefficient.

6. The self-service answering method according to claim 5, characterized in that: The step of combining the response level and the occurrence frequency of each of the difference reply contents to obtain a modification coefficient of each of the difference reply contents specifically includes: Calculate the difference percentage corresponding to each of the response levels according to the occurrence frequency, and compare the difference percentage with the difference threshold; When the difference percentage is greater than or equal to the difference threshold, adjusting the response level according to the difference percentage; When the difference percentage is less than the difference threshold, the modification coefficient is calculated according to the difference percentage.

7. The self-service answering method according to claim 6, characterized in that: The step of modifying the reference information according to the modification level to obtain modification reply information, and replacing the reference information with the modification reply information specifically includes: Find the corresponding subsequent reply information from the reference information according to the modification level; When the modification level is the same as the response level of the subsequent reply information, adding the ideal reply information to the subsequent reply information to obtain the modified reply information; When the modification level is different from the response level of the subsequent reply information, calculating the level difference between the modification level and the response level, and recording the subsequent reply information between the level differences as information to be adjusted; The information to be adjusted and the ideal response information are integrated to obtain a plurality of response vectors, a similarity analysis is performed between the plurality of response vectors and the initial response information, and the modified response information is determined according to the analysis result.

8. The self-service answering method according to claim 7, characterized in that: The step of integrating the information to be adjusted and the ideal response information to obtain a plurality of response vectors, performing similarity analysis on the plurality of response vectors and the initial response information, and determining the modified response information according to the analysis result specifically includes: Filter out the answer vector containing the ideal answer information and record it as the vector to be replaced; The similarities of the vectors to be replaced are compared, the vector to be replaced with the highest similarity is used as the modified reply information, and the query guide is adjusted according to the order of similarity from high to low.

9. A self-service answering system based on all channels of power IT services, characterized in that: The self-service answering implementation method according to any one of claims 1 to 8 is applied to the self-service answering system, and the self-service answering system comprises: A storage module, wherein the response database is arranged in the storage module; A query module, the query module is used to track the subsequent operations of the user; A statistics module, wherein the statistics module is used to count the number of times the query guidance is provided; A calculation module is used to calculate the occurrence frequency and the modification level.

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