Intelligent hotel customer service method and device, electronic equipment and medium
Through the intelligent hotel customer service method, the robot assistant using ChatGPT intention recognition function identifies the needs of guests and querys the hotel document database, solving the problems of inconsistent information and high labor costs in traditional hotel services, and improving user experience and service quality.
Patent Information
- Application Number
- CN202310847982.7
- Authority / Receiving Office
- CN · China
- Patent Type
- Applications(China)
- Current Assignee / Owner
- Filing Date
- 2023-07-12
- Publication Date
- 2025-01-17
AI Technical Summary
Existing hotel services rely on manpower, resulting in inconsistent information, untimely reply, poor user experience, and high labor costs, making it difficult to meet the needs of improved service quality.
Using the intelligent hotel customer service method, the robot assistant using ChatGPT intention recognition function identifies the intent and needs of guests, and querys the integrated hotel document database, returns the query results, and updates the database by uploading files, reducing labor costs, improving efficiency and service quality.
It realizes timely identification and response to guest intentions, improves user experience, reduces labor costs, eliminates information inconsistency, and improves hotel image and service quality.
Smart Images
Figure CN119322822A_ABST
Abstract
Description
Technical Field
[0001] The present disclosure relates to the field of intelligent robot technology, and in particular to an intelligent hotel customer service method, device, electronic device and medium. Background Art
[0002] For service-oriented enterprises, such as hotels, providing customers with efficient services is crucial to improving customer experience and satisfaction. At the same time, consumers' service quality requirements for various enterprises are also increasing. Therefore, research and development of high-quality services has become an important issue for service-oriented enterprises.
[0003] Existing hotel services still continue the traditional service mode, which is mainly manpower-based. Therefore, not only is the information inconsistent and the labor cost high, but the response to guests' requests is not timely, resulting in poor user experience. Summary of the invention
[0004] The present invention provides a smart hotel customer service method, device, electronic device and medium, including: sending a question request to a robot assistant; the robot assistant uses the ChatGPT intention recognition function to identify the intention and demand in the question request and query a document database; the document database sends the query result to the robot assistant; the robot assistant returns the query result. Compared with the prior art, the present invention uses a robot assistant and uses the ChatGPT intention recognition function to timely identify the intention and demand of the guest and return the query result, which is timely and efficient, and the guest experience is good; the labor cost is greatly reduced and the work efficiency of the hotel staff is improved; the document database eliminates the trouble caused by information inconsistency by integrating hotel internal documents, hotel service documents and hotel copywriting documents, and improves the hotel image and service quality.
[0005] In order to achieve the above objectives, the present invention adopts the following technical solutions:
[0006] The first aspect of the present disclosure provides an intelligent hotel customer service method, comprising:
[0007] Send a question request to the robot assistant; the robot assistant is a hotel customer service robot.
[0008] The robot assistant uses ChatGPT's intent recognition function to identify the intent and requirements in the question request and query the document database.
[0009] The document database sends the query results to the robot assistant.
[0010] The robot assistant returns the query result.
[0011] Furthermore, the intelligent hotel customer service method, after the robot assistant returns the query result, further includes:
[0012] The document database is updated by uploading files.
[0013] Furthermore, in the smart hotel customer service method, the question request includes:
[0014] The question request is in text form and / or voice form.
[0015] Further, in the intelligent hotel customer service method, the document database includes:
[0016] The document database stores the hotel documents.
[0017] Further, in the intelligent hotel customer service method, the hotel document includes:
[0018] The hotel documents include hotel internal documents, hotel service documents and hotel copywriting documents.
[0019] Further, in the intelligent hotel customer service method, the hotel internal class documents include:
[0020] The hotel's internal documents include training manuals, codes of conduct, and rules and regulations.
[0021] Further, in the intelligent hotel customer service method, the hotel service document includes:
[0022] The hotel service documents include surrounding attractions, breakfast conditions and Wi-Fi passwords.
[0023] Furthermore, in the intelligent hotel customer service method, the hotel copywriting documents include:
[0024] The hotel copywriting documents include holiday greetings and welcome letters.
[0025] Further, in the intelligent hotel customer service method, the query result includes:
[0026] The query result is in text form and / or voice form.
[0027] A second aspect of the present disclosure provides an intelligent hotel customer service method, comprising:
[0028] Receive question requests from guests; the guests are those staying at the hotel.
[0029] The ChatGPT intent recognition function is used to identify the intent and requirements in the question request and query the document database.
[0030] Receive the query result sent by the document database.
[0031] The query result is sent to the guest.
[0032] A third aspect of the present disclosure provides an intelligent hotel customer service method, comprising:
[0033] Receive a query request sent by the robot assistant; the query request is for the robot assistant to use the ChatGPT intention recognition function to identify the intention and demand in the question request; the question request is issued by the guest.
[0034] Query the document database.
[0035] The query results are sent to the robot assistant.
[0036] A fourth aspect of the present disclosure provides an intelligent hotel customer service device, comprising:
[0037] The first sending unit is used to send a question request to the robot assistant; the robot assistant is a hotel customer service robot.
[0038] The query unit is used for the robot assistant to use the ChatGPT intention recognition function to identify the intention and requirements in the question request and query the document database.
[0039] The second sending unit is used for the document database to send the query result to the robot assistant.
[0040] A returning unit is used for the robot assistant to return the query result.
[0041] Furthermore, the intelligent hotel customer service device further includes:
[0042] The updating unit is used to update the document database by uploading files.
[0043] A fifth aspect of the present disclosure provides an electronic device, comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor implements the steps of the above method when executing the computer program.
[0044] A sixth aspect of the present disclosure provides a computer-readable storage medium, wherein the computer-readable storage medium stores a computer program, and when the computer program is executed by a processor, the steps of the above method are implemented.
[0045] The present invention provides a smart hotel customer service method, device, electronic device and medium, including: sending a question request to a robot assistant; the robot assistant uses the ChatGPT intention recognition function to identify the intention and demand in the question request and query a document database; the document database sends the query result to the robot assistant; the robot assistant returns the query result. Compared with the prior art, the present invention uses a robot assistant and uses the ChatGPT intention recognition function to timely identify the intention and demand of the guest and return the query result, which is timely and efficient, and the guest experience is good; the labor cost is greatly reduced and the work efficiency of the hotel staff is improved; the document database eliminates the trouble caused by information inconsistency by integrating hotel internal documents, hotel service documents and hotel copywriting documents, and improves the hotel image and service quality.
[0046] In addition, the present invention updates the document database by uploading files, thereby expanding the scope of application of the robot assistant. BRIEF DESCRIPTION OF THE DRAWINGS
[0047] In order to more clearly illustrate the technical solutions in the embodiments of the present disclosure, the drawings required for use in the embodiments or the description of the prior art will be briefly introduced below. Obviously, the drawings described below are only some embodiments of the present disclosure. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying any creative work.
[0048] Figure 1 A flowchart of a smart hotel customer service method according to an embodiment of the present disclosure;
[0049] Figure 2 This is a flow chart of another smart hotel customer service method according to an embodiment of the present disclosure;
[0050] Figure 3 This is a flow chart of another smart hotel customer service method according to an embodiment of the present disclosure;
[0051] Figure 4 This is a flow chart of another smart hotel customer service method according to an embodiment of the present disclosure;
[0052] Figure 5 This is a schematic diagram of the structure of a smart hotel customer service device in an embodiment of the present disclosure;
[0053] Figure 6 This is a schematic diagram of the structure of another smart hotel customer service device in an embodiment of the present disclosure;
[0054] Figure 7 The present invention is a schematic diagram of the structure of a smart hotel customer service electronic device in an embodiment of the present invention. DETAILED DESCRIPTION
[0055] The technical solutions in the embodiments of the present disclosure will be described clearly and completely below in conjunction with the drawings in the embodiments of the present disclosure. Obviously, the described embodiments are only part of the embodiments of the present disclosure, not all of the embodiments. Based on the embodiments in the present disclosure, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of the present disclosure.
[0056] Unless otherwise defined, all technical and scientific terms used in the present disclosure have the same meanings as those commonly understood by technicians in the field of the present disclosure; the terms used in the present disclosure are only for the purpose of describing specific embodiments, and are not intended to limit the terms "including" and "having" and any variations thereof in the specification and claims of the present disclosure and the above-mentioned drawings, and are intended to cover non-exclusive inclusions.
[0057] In the description of the embodiments of the present disclosure, the technical terms "first", "second", etc. are only used to distinguish different objects, and cannot be understood as indicating or implying relative importance or implicitly indicating the number, specific order or primary and secondary relationship of the indicated technical features. In the description of the embodiments of the present disclosure, the meaning of "multiple" is more than two, unless otherwise clearly and specifically defined.
[0058] In the description of the embodiments of the present disclosure, the term "and / or" is only a description of the association relationship of associated objects, indicating that three relationships may exist. For example, A and / or B may represent: A exists alone, A and B exist at the same time, and B exists alone. In addition, the character " / " in this article generally indicates that the associated objects before and after are in an "or" relationship.
[0059] In the description of the embodiments of the present disclosure, the term "multiple" refers to more than two (including two). Similarly, "multiple groups" refers to more than two groups (including two groups), and "multiple pieces" refers to more than two pieces (including two pieces).
[0060] In the description of the embodiments of the present disclosure, the orientations or positional relationships indicated by technical terms such as "center", "longitudinal", "lateral", "length", "width", "thickness", "up", "down", "front", "back", "left", "right", "vertical", "horizontal", "top", "bottom", "inside", "outside", "clockwise", "counterclockwise", "axial", "radial", and "circumferential" are based on the orientations or positional relationships shown in the accompanying drawings and are only for the convenience of describing the embodiments of the present disclosure and simplifying the description. They do not indicate or imply that the referred device or element must have a specific orientation, be constructed and operated in a specific orientation, and therefore should not be understood as limiting the embodiments of the present disclosure.
[0061] In the description of the embodiments of the present disclosure, unless otherwise clearly specified and limited, technical terms such as "installed", "connected", "connected", "fixed" and the like should be understood in a broad sense. For example, it can be a fixed connection, a detachable connection, or an integral connection; it can be a mechanical connection or an electrical connection; it can be a direct connection or an indirect connection through an intermediate medium, and it can be the internal connection of two elements or the interaction relationship between two elements. For ordinary technicians in this field, the specific meanings of the above terms in the embodiments of the present disclosure can be understood according to the specific circumstances.
[0062] Example 1
[0063] The present disclosure provides a smart hotel customer service method. Figure 1 As shown, including:
[0064] 101. Send a question request to the robot assistant; the robot assistant is a hotel customer service robot.
[0065] The question request is sent by the guest, which can be in the form of voice or text input, and is sent by the guest according to his or her own needs. For example: "What is the hotel WIFI password?"
[0066] 102. The robot assistant uses ChatGPT's intent recognition function to identify the intent and requirements in the question request and query the document database.
[0067] ChatGPT: (Chat Generative Pre-trained Transformer) is a chatbot model released in 2022 by the artificial intelligence research laboratory OpenAI (Open Artificial Intelligence Research Center).
[0068] 103. The document database sends the query results to the robot assistant.
[0069] The document database stores various hotel documents, such as hotel internal documents, hotel service documents and hotel copywriting documents, wherein the hotel service documents include surrounding attractions, breakfast conditions and Wi-Fi passwords.
[0070] 104. The robot assistant returns the query results.
[0071] For example: When a guest's question request is "What is the hotel WIFI password?" the robot assistant uses the ChatGPT intent recognition function to identify the guest's need as: "WIFI password" and queries the document database. The document database queries the hotel service documents to obtain "WIFI password: 888666" and sends the query result "WIFI password: 888666" to the robot assistant, which then returns the query result "WIFI password: 888666" to the customer.
[0072] It should be noted here that: in order to facilitate customers to obtain query results, the query results of this embodiment are displayed in the form of voice and text.
[0073] The present disclosure provides an intelligent hotel customer service method, including: sending a question request to a robot assistant; the robot assistant uses the ChatGPT intention recognition function to identify the intention and demand in the question request and query a document database; the document database sends the query result to the robot assistant; the robot assistant returns the query result. Compared with the prior art, the present disclosure uses a robot assistant and uses the ChatGPT intention recognition function to timely identify the intention and demand of the guest and return the query result, which is timely and efficient, and the guest experience is good; the labor cost is greatly reduced and the work efficiency of the hotel staff is improved; the document database eliminates the trouble caused by information inconsistency by integrating hotel internal documents, hotel service documents and hotel copywriting documents, and improves the hotel image and service quality.
[0074] Example 2
[0075] The present disclosure provides a smart hotel customer service method. Figure 2 As shown, including:
[0076] 201. Send a question request to the robot assistant; the robot assistant is a hotel customer service robot.
[0077] The question request may be in text form and / or voice form. For the convenience of guests, the question request may be in text form and voice form in this embodiment, but this embodiment is not limited to this. In other embodiments, the implementer may select according to the actual situation.
[0078] 202. The robot assistant uses ChatGPT's intent recognition function to identify the intent and requirements in the question request and query the document database.
[0079] Among them, the document database stores the hotel documents, and the hotel documents include hotel internal documents, hotel service documents and hotel copywriting documents. Among them, the hotel internal documents include training manuals, codes of conduct and rules and regulations; the hotel service documents include surrounding attractions, breakfast conditions and Wi-Fi passwords; the hotel copywriting documents include holiday greetings and welcome letters.
[0080] Based on the above document database, the robot assistant can perform queries according to the intentions and needs of the guests to obtain corresponding query results.
[0081] 203. The document database sends the query results to the robot assistant.
[0082] Among them, the query results are in text form and / or voice form. For the convenience of guests, this embodiment uses text and voice as the query results, but this embodiment is not limited to this. In other embodiments, the implementer can select according to the actual situation.
[0083] 204. The robot assistant returns the query result.
[0084] Specifically, the robot assistant returns the query results to the guest in text and voice form, so that the guest receives a response to the question request.
[0085] 205. Update the document database by uploading files.
[0086] Specifically, the type of the uploaded file is first identified, and then uploaded to the document database according to its type, so as to implement the update of the document database.
[0087] The present disclosure provides an intelligent hotel customer service method, including: sending a question request to a robot assistant; the robot assistant uses the ChatGPT intention recognition function to identify the intention and demand in the question request and query a document database; the document database sends the query result to the robot assistant; the robot assistant returns the query result. Compared with the prior art, the present disclosure uses a robot assistant and uses the ChatGPT intention recognition function to timely identify the intention and demand of the guest and return the query result, which is timely and efficient, and the guest experience is good; the labor cost is greatly reduced and the work efficiency of the hotel staff is improved; the document database eliminates the trouble caused by information inconsistency by integrating hotel internal documents, hotel service documents and hotel copywriting documents, and improves the hotel image and service quality.
[0088] In addition, the present invention updates the document database by uploading files, thereby expanding the scope of application of the robot assistant.
[0089] Example 3
[0090] The present disclosure provides a smart hotel customer service method. Figure 3 As shown, including:
[0091] 301. Receive question requests from guests; guests are people staying in the hotel.
[0092] 302. Use ChatGPT's intent recognition function to identify the intent and requirements in the question request and query the document database.
[0093] 303. Receive the query result sent by the document database.
[0094] 304. Send the query result to the guest.
[0095] It should be noted here that the detailed description of each step in this embodiment can refer to other embodiments and will not be repeated here.
[0096] The present invention provides an intelligent hotel customer service method, including: receiving a question request from a guest; the guest is a hotel staff; using the ChatGPT intention recognition function to identify the intention and demand in the question request, and querying a document database; receiving the query result sent by the document database; sending the query result to the guest. Compared with the prior art, the present invention uses a robot assistant and uses the ChatGPT intention recognition function to timely identify the intention and demand of the guest and return the query result, which is timely and efficient, and the guest experience is good; the labor cost is greatly reduced and the work efficiency of the hotel staff is improved; the document database eliminates the trouble caused by information inconsistency by integrating hotel internal documents, hotel service documents and hotel copywriting documents, and improves the hotel image and service quality.
[0097] Example 4
[0098] The present disclosure provides a smart hotel customer service method. Figure 4 As shown, including:
[0099] 401. Receive a query request sent by a robot assistant; the query request is for the robot assistant to identify the intention and demand in the question request using the ChatGPT intention recognition function; the question request is issued by the guest.
[0100] 402. Query the document database;
[0101] 403. Send the query results to the robot assistant.
[0102] It should be noted here that the detailed description of each step in this embodiment can refer to other embodiments and will not be repeated here.
[0103] The present disclosure provides an intelligent hotel customer service method, including: receiving a query request sent by a robot assistant; the query request is for the robot assistant to use the ChatGPT intention recognition function to identify the intention and demand in the question request; the question request is issued by a guest; querying a document database; and sending the query result to the robot assistant. Compared with the prior art, the present disclosure uses a robot assistant and uses the ChatGPT intention recognition function to timely identify the intention and demand of the guest and return the query result, which is timely and efficient, and the guest experience is good; the labor cost is greatly reduced, and the work efficiency of the hotel staff is improved; the document database eliminates the trouble caused by information inconsistency by integrating hotel internal documents, hotel service documents and hotel copywriting documents, thereby improving the hotel image and service quality.
[0104] Example 5
[0105] The present disclosure provides an intelligent hotel customer service device. Figure 5 As shown, including:
[0106] The first sending unit 51 is used to send a question request to the robot assistant; the robot assistant is a hotel customer service robot.
[0107] The query unit 52 is used for the robot assistant to use the ChatGPT intention recognition function to identify the intention and requirements in the question request and query the document database.
[0108] The second sending unit 53 is used for the document database to send the query result to the robot assistant.
[0109] The returning unit 54 is used for the robot assistant to return the query result.
[0110] It should be noted here that the detailed description of each component in this embodiment can refer to other embodiments and will not be repeated here.
[0111] The present invention provides an intelligent hotel customer service device, including: a first sending unit sending a question request to a robot assistant; a query unit wherein the robot assistant uses a ChatGPT intention recognition function to identify the intention and demand in the question request and query a document database; a second sending unit wherein the document database sends the query result to the robot assistant; a returning unit wherein the robot assistant returns the query result. Compared with the prior art, the present invention uses a robot assistant and uses a ChatGPT intention recognition function to timely identify the intention and demand of guests and return the query result, which is timely and efficient, and provides a good guest experience; it greatly reduces labor costs and improves the work efficiency of hotel staff; the document database eliminates the trouble caused by information inconsistency by integrating hotel internal documents, hotel service documents, and hotel copywriting documents, thereby improving the hotel image and service quality.
[0112] Example 6
[0113] The present disclosure provides an intelligent hotel customer service device. Figure 6 As shown, including:
[0114] The first sending unit 61 is used to send a question request to the robot assistant; the robot assistant is a hotel customer service robot.
[0115] The query unit 62 is used for the robot assistant to use the ChatGPT intention recognition function to identify the intention and requirements in the question request and query the document database.
[0116] The second sending unit 63 is used for the document database to send the query result to the robot assistant.
[0117] The returning unit 64 is used for the robot assistant to return the query result.
[0118] The updating unit 65 is used to update the document database by uploading files.
[0119] It should be noted here that the detailed description of each component in this embodiment can refer to other embodiments and will not be repeated here.
[0120] The present invention provides an intelligent hotel customer service device, including: a first sending unit sending a question request to a robot assistant; a query unit wherein the robot assistant uses a ChatGPT intention recognition function to identify the intention and demand in the question request and query a document database; a second sending unit wherein the document database sends the query result to the robot assistant; a returning unit wherein the robot assistant returns the query result. Compared with the prior art, the present invention uses a robot assistant and uses a ChatGPT intention recognition function to timely identify the intention and demand of guests and return the query result, which is timely and efficient, and provides a good guest experience; it greatly reduces labor costs and improves the work efficiency of hotel staff; the document database eliminates the trouble caused by information inconsistency by integrating hotel internal documents, hotel service documents, and hotel copywriting documents, thereby improving the hotel image and service quality.
[0121] In addition, the updating unit of the present invention updates the document database by uploading files, thereby expanding the scope of application of the robot assistant.
[0122] Example 7
[0123] The present disclosure provides an intelligent hotel customer service electronic device, such as Figure 7 As shown, it includes a memory, a processor, and a computer program stored in the memory and executable on the processor. When the processor executes the computer program, the steps of the above-mentioned intelligent hotel customer service method are implemented.
[0124] A processing device (e.g., a central processing unit, a graphics processor, etc.) 71 can perform various appropriate actions and processes according to a program stored in a read-only memory (ROM) 72 or a program loaded from a storage device 78 into a random access memory (RAM) 73. Various programs and data required for the operation of the electronic device are also stored in the RAM 73. The processing device 71, the ROM 72, and the RAM 73 are connected to each other via a bus 74. An input / output (I / O) interface 75 is also connected to the bus 74.
[0125] Typically, the following devices may be connected to the I / O interface 75: input devices 76 including, for example, a touch screen, a touch pad, a keyboard, a mouse, a camera, a microphone, an accelerometer, a gyroscope, etc.; output devices 77 including, for example, a liquid crystal display (LCD), a speaker, a vibrator, etc.; storage devices 78 including, for example, a magnetic tape, a hard disk, etc.; and communication devices 79. The communication device 79 may allow the electronic device to communicate with other devices wirelessly or by wire to exchange data. Although Figure 7 An electronic device having various devices is shown, but it should be understood that it is not required to implement or possess all the devices shown. More or fewer devices may be implemented or possessed instead. Figure 7 Each block shown in the figure may represent one device, or may represent multiple devices as required.
[0126] In particular, according to some embodiments of the present disclosure, the process described above with reference to the flowchart can be implemented as a computer software program. For example, some embodiments of the present disclosure include a computer program product, which includes a computer program carried on a computer-readable medium, and the computer program contains program code for executing the method shown in the flowchart. In some such embodiments, the computer program can be downloaded and installed from the network through the communication device 79, or installed from the storage device 78, or installed from the ROM 72. When the computer program is executed by the processing device 71, the above-mentioned functions defined in the method of some embodiments of the present disclosure are executed.
[0127] The present disclosure provides an intelligent hotel customer service electronic device, comprising: sending a question request to a robot assistant; the robot assistant uses the ChatGPT intention recognition function to identify the intention and demand in the question request and query a document database; the document database sends the query result to the robot assistant; the robot assistant returns the query result. Compared with the prior art, the present disclosure uses a robot assistant and uses the ChatGPT intention recognition function to timely identify the intention and demand of the guest and return the query result, which is timely and efficient, and the guest experience is good; the labor cost is greatly reduced and the work efficiency of the hotel staff is improved; the document database eliminates the trouble caused by information inconsistency by integrating hotel internal documents, hotel service documents and hotel copywriting documents, and improves the hotel image and service quality.
[0128] In addition, the present invention updates the document database by uploading files, thereby expanding the scope of application of the robot assistant.
[0129] Example 8
[0130] An embodiment of the present disclosure provides a computer-readable storage medium for smart hotel customer service, wherein a computer program is stored on the computer-readable storage medium, and when the computer program is executed by one or more processors, the smart hotel customer service method is implemented.
[0131] It should be noted that the computer-readable medium in some embodiments of the present disclosure may be a computer-readable signal medium or a computer-readable storage medium or any combination of the two. The computer-readable storage medium may be, for example, but not limited to, an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, device or device, or any combination of the above. More specific examples of computer-readable storage media may include, but are not limited to: an electrical connection with one or more wires, a portable computer disk, a hard disk, a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disk read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the above. In some embodiments of the present disclosure, the computer-readable storage medium may be any tangible medium containing or storing a program that can be used by or in combination with an instruction execution system, device or device. In some embodiments of the present disclosure, the computer-readable signal medium may include a data signal propagated in a baseband or as part of a carrier wave, in which a computer-readable program code is carried. This propagated data signal may take a variety of forms, including but not limited to electromagnetic signals, optical signals, or any suitable combination of the above. The computer readable signal medium may also be any computer readable medium other than a computer readable storage medium, which may send, propagate or transmit a program for use by or in conjunction with an instruction execution system, apparatus or device. The program code contained on the computer readable medium may be transmitted using any suitable medium, including but not limited to: wires, optical cables, RF (radio frequency), etc., or any suitable combination of the above.
[0132] In some embodiments, the client and the server may communicate using any currently known or future developed network protocol such as HTTP (HyperText Transfer Protocol), and may be interconnected with any form or medium of digital data communication (e.g., a communication network). Examples of communication networks include a local area network ("LAN"), a wide area network ("WAN"), an internet (e.g., the Internet), and a peer-to-peer network (e.g., an ad hoc peer-to-peer network), as well as any currently known or future developed network.
[0133] The computer-readable medium may be included in the device, or may exist independently without being installed in the electronic device. The computer-readable medium carries one or more programs. When the one or more programs are executed by the electronic device, the electronic device: sends a question request to the robot assistant; the robot assistant uses the ChatGPT intention recognition function to identify the intention and requirements in the question request and query the document database; the document database sends the query result to the robot assistant; the robot assistant returns the query result.
[0134] Computer program code for performing the operations of some embodiments of the present disclosure may be written in one or more programming languages or a combination thereof, including object-oriented programming languages such as Java, Smalltalk, C++, and conventional procedural programming languages such as "C" or similar programming languages. The program code may be executed entirely on the user's computer, partially on the user's computer, as a separate software package, partially on the user's computer and partially on a remote computer, or entirely on a remote computer or server. In cases involving a remote computer, the remote computer may be connected to the user's computer via any type of network, including a local area network (LAN) or a wide area network (WAN), or may be connected to an external computer (e.g., via the Internet using an Internet service provider).
[0135] The present disclosure provides an intelligent hotel customer service medium, including: sending a question request to a robot assistant; the robot assistant uses the ChatGPT intention recognition function to identify the intention and demand in the question request and query a document database; the document database sends the query result to the robot assistant; the robot assistant returns the query result. Compared with the prior art, the present disclosure uses a robot assistant and uses the ChatGPT intention recognition function to timely identify the intention and demand of the guest and return the query result, which is timely and efficient, and the guest experience is good; the labor cost is greatly reduced and the work efficiency of the hotel staff is improved; the document database eliminates the trouble caused by information inconsistency by integrating hotel internal documents, hotel service documents and hotel copywriting documents, and improves the hotel image and service quality.
[0136] In addition, the present invention updates the document database by uploading files, thereby expanding the scope of application of the robot assistant.
[0137] The flow chart and block diagram in the accompanying drawings illustrate the possible architecture, function and operation of the system, method and computer program product according to various embodiments of the present disclosure. In this regard, each square box in the flow chart or block diagram can represent a module, a program segment or a part of a code, and the module, the program segment or a part of the code contains one or more executable instructions for realizing the specified logical function. It should also be noted that in some implementations as replacements, the functions marked in the square box can also occur in a sequence different from that marked in the accompanying drawings. For example, two square boxes represented in succession can actually be executed substantially in parallel, and they can sometimes be executed in the opposite order, depending on the functions involved. It should also be noted that each square box in the block diagram and / or flow chart, and the combination of the square boxes in the block diagram and / or flow chart can be implemented with a dedicated hardware-based system that performs a specified function or operation, or can be implemented with a combination of dedicated hardware and computer instructions.
[0138] The units described in some embodiments of the present disclosure may be implemented by software or hardware. The units described may also be set in a processor, for example, it may be described as: a processor includes a receiving unit, an information acquisition unit, a target determination unit, and a distribution unit. The names of these units do not constitute limitations on the units themselves in some cases.
[0139] The functions described above herein may be performed at least in part by one or more hardware logic components. For example, without limitation, exemplary types of hardware logic components that may be used include: field programmable gate arrays (FPGAs), application specific integrated circuits (ASICs), application specific standard products (ASSPs), systems on chips (SOCs), complex programmable logic devices (CPLDs), and the like.
[0140] The above descriptions are only some preferred embodiments of the present disclosure and an explanation of the technical principles used. Those skilled in the art should understand that the scope of the invention involved in the embodiments of the present disclosure is not limited to the technical solutions formed by a specific combination of the above-mentioned technical features, but should also cover other technical solutions formed by any combination of the above-mentioned technical features or their equivalent features without departing from the above-mentioned inventive concept. For example, the above-mentioned features are replaced with the technical features with similar functions disclosed in the embodiments of the present disclosure (but not limited to) and the technical solutions formed.
[0141] Finally, it should be noted that the above embodiments are only used to illustrate the technical solutions of the present invention, not to limit them; although the present invention has been described in detail with reference to the above embodiments, those skilled in the art should understand that they can still modify the technical solutions described in the above embodiments, or replace some or all of the technical features therein by equivalents; and these modifications or replacements do not make the essence of the corresponding technical solutions deviate from the scope of the technical solutions of the embodiments of the present invention, and they should all be included in the scope of the claims and specification of the present invention. In particular, as long as there is no structural conflict, the various technical features mentioned in each embodiment can be combined in any way. The present invention is not limited to the specific embodiments disclosed herein, but includes all technical solutions that fall within the scope of the claims.
Claims
1. An intelligent hotel customer service method, characterized in that: include: Send a question request to the robot assistant; The robot assistant is a hotel customer service robot; The robot assistant uses ChatGPT's intent recognition function to identify the intent and requirements in the question request and query the document database; The document database sends the query results to the robot assistant; The robot assistant returns the query result.
2. The smart hotel customer service method according to claim 1, characterized in that: After the robot assistant returns the query result, the method further includes: The document database is updated by uploading files.
3. The intelligent hotel customer service method according to claim 1, characterized in that: The question request includes: The question request is in text form and / or voice form.
4. The intelligent hotel customer service method according to claim 1, characterized in that: The document database includes: The document database stores the hotel documents.
5. The intelligent hotel customer service method according to claim 4, characterized in that: The hotel documents include: The hotel documents include hotel internal documents, hotel service documents and hotel copywriting documents.
6. The intelligent hotel customer service method according to claim 5, characterized in that: The hotel internal documents include: The hotel's internal documents include training manuals, codes of conduct, and rules and regulations.
7. The intelligent hotel customer service method according to claim 5, characterized in that: The hotel service documents include: The hotel service documents include surrounding attractions, breakfast conditions and Wi-Fi passwords.
8. The intelligent hotel customer service method according to claim 5, characterized in that: The hotel copywriting documents include: The hotel copywriting documents include holiday greetings and welcome letters.
9. The intelligent hotel customer service method according to claim 1, characterized in that: The query results include: The query result is in text form and / or voice form.
10. An intelligent hotel customer service method, characterized in that: include: Receive guest's inquiry requests; The said guests are the persons staying at the hotel; Using ChatGPT's intent recognition function, identify the intent and requirements in the question request and query the document database; Receiving the query result sent by the document database; The query result is sent to the guest.
11. An intelligent hotel customer service method, characterized in that: include: Receive query requests sent by the robot assistant; The query request is the robot assistant using ChatGPT intention recognition function to identify the intention and demand in the question request; the question request is issued by the guest; Query the document database; The query results are sent to the robot assistant.
12. An intelligent hotel customer service device, characterized in that: include: A first sending unit, used to send a question request to the robot assistant; The robot assistant is a hotel customer service robot; A query unit, used for the robot assistant to use ChatGPT intention recognition function to identify the intention and requirements in the question request and query the document database; A second sending unit, configured to send the query result from the document database to the robot assistant; A returning unit is used for the robot assistant to return the query result.
13. The intelligent hotel customer service device according to claim 12, characterized in that: Also includes: The updating unit is used to update the document database by uploading files.
14. An electronic device comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, characterized in that: When the processor executes the computer program, the steps of the method according to any one of claims 1 to 11 are implemented.
15. A computer-readable storage medium storing a computer program, characterized in that: When the computer program is executed by a processor, the steps of the method according to any one of claims 1 to 11 are implemented.