Remote bank question and answer method and related device

Abstract

The invention discloses a remote bank question answering method and a related device, and relates to the field of artificial intelligence or finance. If the first historical question exists, taking a first answer of the first historical question as an answer of the first question; if the first historical question does not exist, but the second historical question exists, obtaining a standard keyword set corresponding to the second historical question and a first keyword which is the same as the standard keyword set of the first question; if the first keyword is not the exceptional keyword and a replacement keyword group corresponding to the second historical question contains the first keyword, obtaining a replacement keyword in the replacement keyword group; obtaining a supplementary keyword corresponding to the second historical question; and obtaining a second answer corresponding to the first retrieval keyword, and sending the second answer to the client. Otherwise, the first question is sent to the second terminal held by the manual seat, so that the frequency of answering the question proposed by the customer by the manual seat is reduced, and the working intensity of the manual seat is reduced.

Description

Technical Field

[0001] The present application relates to the field of artificial intelligence technology, and in particular to a remote banking question-and-answer method and related devices. Background Art

[0002] Remote banking refers to the interaction between customers and human agents remotely through self-service devices or smart terminals. With the increasing popularity of remote banking, more and more customers are using remote banking services, which greatly increases the workload of human agents. Summary of the invention

[0003] In view of the above problems, this application provides a remote bank question-answering method and related devices to achieve the purpose of automatically answering questions raised by customers and reducing the number of times manual agents answer questions raised by customers. The specific scheme is as follows:

[0004] The first aspect of the present application provides a remote banking question-and-answer method, comprising:

[0005] Acquire a first question from a first terminal and a service type corresponding to the first question;

[0006] Obtaining first similarities between the first question and a plurality of pre-stored historical questions belonging to the business type;

[0007] If there is a first historical question among the multiple historical questions, obtaining a first answer corresponding to the first historical question stored in advance; the first historical question has the highest similarity with the first question and is higher than or equal to a first preset threshold;

[0008] sending the first answer to the first terminal;

[0009] If the first historical question does not exist in the multiple historical questions, obtaining a standard keyword set for the first question; the standard keyword set for the first question includes keywords included in the first question and associated with the business type;

[0010] Obtaining second similarities between the standard keyword set of the first question and the standard keyword sets of the plurality of historical questions respectively; the standard keyword set of the historical questions includes keywords contained in the historical questions and associated with the business type;

[0011] If there is a second historical question among the multiple historical questions, obtaining the same first keyword in the standard keyword set corresponding to the second historical question and the standard keyword set of the first question; the similarity between the standard keyword set of the second historical question and the standard keyword set of the first question is the highest and is higher than or equal to a second preset threshold;

[0012] If the first keyword is not an exception keyword and the pre-stored replacement keyword group corresponding to the second historical question includes the first keyword, obtaining a replacement keyword in the replacement keyword group; the exception keyword is different from the business keyword of the business type and is associated with the business keyword; the replacement keyword group includes the first keyword and the replacement keyword replacing the first keyword;

[0013] Acquire pre-stored supplementary keywords corresponding to the second historical question, where the supplementary keywords are keywords added by a human agent for the second historical question;

[0014] Obtaining a second answer whose similarity to the first search keyword is greater than or equal to a third preset threshold; the first search keyword includes keywords in the standard keyword set of the first question except the exception keyword, the supplementary keyword of the second historical question, and the replacement keyword of the second historical question;

[0015] sending the second answer to the first terminal;

[0016] If the first keyword is the exception keyword or the first terminal feeds back that the first answer is incorrect or the first terminal feeds back that the second answer is incorrect, the first question is sent to a second terminal held by a human agent.

[0017] In a possible implementation, the step of obtaining a second answer having a similarity with the first search keyword greater than or equal to a third preset threshold includes:

[0018] Acquire a first search result set whose similarity to the first search keyword is greater than or equal to the third preset threshold;

[0019] If the number of answers included in the first search result set is greater than or equal to a fourth preset threshold, obtaining a pre-stored extended keyword corresponding to the second historical question; the number of co-occurrences of the extended keyword and the supplementary keyword or the replacement keyword in the plurality of historical questions is greater than or equal to a fifth preset threshold;

[0020] Acquire a second search result set whose similarity to the first search keyword and the extended keyword is greater than or equal to the third preset threshold;

[0021] If the number of answers included in the second search result set is less than the fourth preset threshold, the answer included in the second search result set is determined to be the second answer.

[0022] In a possible implementation, the method for determining the extended keyword of the historical question includes:

[0023] For any two keywords among the supplementary keywords and the replacement keywords corresponding to each of the historical questions, determine a first number of the historical questions containing the two keywords; if the ratio of the first number to the second number is greater than or equal to a sixth preset threshold, determine that the two keywords are candidate association items; the second number is the number of the multiple historical questions;

[0024] For each of the historical issues, if the standard keyword set, the supplementary keywords and the replacement keywords corresponding to the historical issue only include one keyword in the candidate associated items, another keyword in the candidate associated items is determined to be the extended keyword of the historical issue.

[0025] In a possible implementation, the method further includes:

[0026] If the number of answers included in the second search result set is greater than or equal to the fourth preset threshold, the first question is sent to a second terminal owned by a human agent.

[0027] In a possible implementation, the method for obtaining the correspondence between the historical question and the supplementary keyword and the replacement keyword includes:

[0028] Acquire a third answer having a similarity with the standard keyword set of the historical question greater than or equal to the third preset threshold;

[0029] Sending the historical question, the standard keyword set of the historical question, and the third answer to a second terminal held by a human agent;

[0030] Acquire the replacement keyword group corresponding to the historical question fed back by the second terminal and the supplementary keyword corresponding to the historical question;

[0031] Acquire a second search keyword, wherein the second search keyword includes keywords in the standard keyword set of the historical question except the exception keyword, the replacement keyword group corresponding to the historical question, and the supplementary keyword corresponding to the historical question;

[0032] Acquire a fourth answer having a similarity with the second search keyword greater than or equal to the third preset threshold;

[0033] sending the fourth answer to the second terminal;

[0034] If the fourth answer fed back by the second terminal meets the requirement, the fourth answer is sent to the first terminal, otherwise, the process returns to the step of obtaining the replacement keyword group corresponding to the historical question fed back by the second terminal and the supplementary keyword corresponding to the historical question;

[0035] If the first terminal feeds back that the fourth answer is inaccurate, obtaining a question related to the historical question from the first terminal;

[0036] sending the associated question to the second terminal;

[0037] Acquire the updated replacement keyword group and / or the updated supplementary keyword fed back by the second terminal;

[0038] Acquire a third search keyword, wherein the third search keyword includes keywords in the standard keyword set of the historical question except the exception keyword, the updated replacement keyword group corresponding to the historical question, and the updated supplementary keyword corresponding to the historical question;

[0039] Acquire a fifth answer having a similarity with the third search keyword greater than or equal to the third preset threshold;

[0040] sending the fifth answer to the second terminal;

[0041] If the fifth answer fed back by the second terminal meets the requirement, the fifth answer is sent to the first terminal, otherwise, the process returns to the step of obtaining the updated replacement keyword group and the updated supplementary keyword fed back by the second terminal;

[0042] If the first terminal feeds back that the fifth answer is correct, a correspondence relationship between the updated replacement keyword group corresponding to the historical question and the updated supplementary keyword of the historical question is established.

[0043] In a possible implementation, the method further includes:

[0044] The associated question is determined to be a label of the historical question.

[0045] In a possible implementation, after the step of sending the first question to the second terminal held by the human agent, the method further includes:

[0046] Obtain the label of the first historical question or the label of the second historical question;

[0047] The label of the first historical question or the label of the second historical question is sent to the second terminal.

[0048] A second aspect of the present application provides a remote bank question-and-answer device, comprising:

[0049] A first acquisition module, used to acquire a first question from a first terminal and a service type corresponding to the first question;

[0050] A second acquisition module, used for acquiring first similarities between the first question and a plurality of pre-stored historical questions belonging to the business type;

[0051] A third acquisition module is used to acquire a pre-stored first answer corresponding to a first historical question if there is a first historical question among the multiple historical questions; the first historical question has the highest similarity with the first question and is higher than or equal to a first preset threshold;

[0052] A first sending module, used for sending the first answer to the first terminal;

[0053] a fourth acquisition module, configured to acquire a standard keyword set of the first question if the first historical question does not exist in the plurality of historical questions; the standard keyword set of the first question includes keywords included in the first question and associated with the business type;

[0054] A fifth acquisition module, configured to acquire a second similarity between the standard keyword set of the first question and the standard keyword sets of the plurality of historical questions respectively; the standard keyword set of the historical question includes keywords included in the historical question and associated with the business type;

[0055] A sixth acquisition module, configured to, if there is a second historical question among the plurality of historical questions, acquire a first keyword in a standard keyword set corresponding to the second historical question that is the same as a first keyword in a standard keyword set of the first question; the standard keyword set of the second historical question has the highest similarity to the standard keyword set of the first question and is higher than or equal to a second preset threshold;

[0056] a seventh acquisition module, configured to acquire a replacement keyword in the replacement keyword group if the first keyword is not an exception keyword and the pre-stored replacement keyword group corresponding to the second historical question includes the first keyword; the exception keyword is different from the business keyword of the business type and is associated with the business keyword; the replacement keyword group includes the first keyword and the replacement keyword replacing the first keyword;

[0057] an eighth acquisition module, configured to acquire pre-stored supplementary keywords corresponding to the second historical question, wherein the supplementary keywords are keywords added by a human agent for the second historical question;

[0058] a ninth acquisition module, configured to acquire a second answer having a similarity with the first search keyword greater than or equal to a third preset threshold; the first search keyword comprising keywords in the standard keyword set of the first question except the exception keyword, the supplementary keyword of the second historical question, and the replacement keyword of the second historical question;

[0059] A second sending module, used for sending the second answer to the first terminal;

[0060] The third sending module is used to send the first question to a second terminal held by a human agent if the first keyword is the exception keyword or the first terminal feedbacks that the first answer is incorrect or the first terminal feedbacks that the second answer is incorrect.

[0061] A third aspect of the present application provides a computer program product, comprising computer-readable instructions, which, when executed on a server, enables the server to implement the remote banking question-and-answer method of the first aspect or any implementation of the first aspect.

[0062] A fourth aspect of the present application provides a server, comprising at least one processor and a memory connected to the processor, wherein:

[0063] The memory is used to store computer programs;

[0064] The processor is used to execute the computer program so that the server can implement the remote banking question and answer method of the above-mentioned first aspect or any implementation method of the first aspect.

[0065] A fifth aspect of the present application provides a computer storage medium, which carries one or more computer programs. When the one or more computer programs are executed by a server, the server can implement the remote banking question and answer method of the first aspect or any implementation of the first aspect.

[0066] By means of the above technical scheme, the present application provides a remote bank question-and-answer method, which obtains a first question; if there is a first historical question with a high similarity to the first question and higher than or equal to a first preset threshold value in the historical question, the first answer to the first historical question is used as the answer to the first question; if there is no first historical question, it is necessary to further detect whether there is a second historical question, wherein the standard keyword set corresponding to the second historical question has the highest similarity to the standard keyword set of the first question and is higher than or equal to a second preset threshold value. If there is a second historical question, obtain the first keyword that is the same as the standard keyword set corresponding to the second historical question and the standard keyword set of the first question; if the first keyword is not an exception keyword and the pre-stored replacement keyword group corresponding to the second historical question contains the first keyword, obtain the replacement keyword in the replacement keyword group; obtain the pre-stored supplementary keyword corresponding to the second historical question; obtain the second answer with a similarity to the first search keyword higher than or equal to a third preset threshold value, and send it to the customer. If the first keyword is an exception keyword or the customer feedbacks that the first answer is incorrect or the customer feedbacks that the second answer is incorrect, send the first question to the second terminal held by the manual agent, thereby reducing the number of times the manual agent answers questions raised by the customer and reducing the work intensity of the manual agent. BRIEF DESCRIPTION OF THE DRAWINGS

[0067] The above and other features, advantages and aspects of the embodiments of the present disclosure will become more apparent with reference to the following detailed description in conjunction with the accompanying drawings. Throughout the accompanying drawings, the same or similar reference numerals represent the same or similar elements. It should be understood that the drawings are schematic and the originals and elements are not necessarily drawn to scale.

[0068] Figure 1 A schematic diagram of a system architecture provided for this application;

[0069] Figure 2 A schematic diagram of an optional hardware structure of a terminal provided in this application;

[0070] Figure 3 A schematic diagram of the structure of a question-and-answer server 300 provided in this application;

[0071] Figure 4 A flowchart of a remote bank question-and-answer method provided in an embodiment of the present application;

[0072] Figure 5 A schematic diagram of the structure of a remote bank question-and-answer device provided in an embodiment of the present application. DETAILED DESCRIPTION

[0073] The following describes the embodiments of the present application in conjunction with the drawings in the embodiments of the present application. The terms used in the implementation method section of the present application are only used to explain the specific embodiments of the present application, and are not intended to limit the present application.

[0074] The embodiments of the present application are described below in conjunction with the accompanying drawings. Those skilled in the art will appreciate that, with the development of technology and the emergence of new scenarios, the technical solutions provided in the embodiments of the present application are also applicable to similar technical problems.

[0075] The terms "first", "second", etc. in the specification and claims of the present application and the above-mentioned drawings are used to distinguish similar objects, and need not be used to describe a specific order or sequential order. It should be understood that the terms used in this way can be interchangeable under appropriate circumstances, which is only to describe the distinction mode adopted by the objects of the same attributes when describing in the embodiments of the present application. In addition, the terms "including" and "having" and any of their variations are intended to cover non-exclusive inclusions, so that the process, method, system, product or equipment comprising a series of units need not be limited to those units, but may include other units that are not clearly listed or inherent to these processes, methods, products or equipment.

[0076] It should be noted that the user information (including but not limited to user device information, user personal information, etc.) and data (including but not limited to data used for analysis, stored data, displayed data, etc.) involved in this application are all information and data authorized by the user or fully authorized by all parties, and the collection, use and processing of relevant data must comply with relevant laws, regulations and standards of relevant countries and regions.

[0077] See also Figure 1 , Figure 1 A schematic diagram of a system architecture is shown. The system may include: one or more first terminals 100, one or more second terminals 200, a question-and-answer server 300, and a business server 400. The question-and-answer server 300 may include one or more servers ( Figure 1 In the example of including one server, the question-and-answer server 300 can provide the method provided in the embodiment of the present application for one or more first terminals and one or more second terminals.

[0078] The first terminal 100 is a terminal held by the customer, and the customer can input questions through the first terminal 100.

[0079] The second terminal 200 is a terminal held by a human agent.

[0080] Among them, an application or a web page can be installed on the first terminal 100, and the above application and web page can provide an interface. The first terminal 100 can receive questions input by the user on the interface and send the above questions to the question and answer server 300. The question and answer server 300 can interact with the business server 400 and the second terminal 200 respectively based on the received questions to obtain processing results, and return the processing results to the first terminal 100.

[0081] Exemplarily, the business server 400 stores a plurality of answers.

[0082] Exemplarily, the question-answering server 300 stores a set of standard keywords, replacement keyword groups, supplementary keywords, and extended keywords for many historical questions.

[0083] Exemplarily, the business server 100 and the question-and-answer server 300 may be the same server or different servers.

[0084] It should be understood that in some optional implementations, the first terminal 100 can also interact with the business server 400 and the second terminal 200 respectively based on the received questions to obtain processing results without the need for the cooperation of the question-and-answer server 300, which is not limited in the embodiments of the present application.

[0085] In the embodiment of the present application, the first terminal and the second terminal are collectively referred to as terminals. Figure 1 Mid-terminal product form;

[0086] The terminal in the embodiment of the present application can be a mobile phone, a tablet computer, a wearable device, a vehicle-mounted device, an augmented reality (AR) / virtual reality (VR) device, a laptop computer, an ultra-mobile personal computer (UMPC), a netbook, a personal digital assistant (PDA), etc., and the embodiment of the present application does not impose any restrictions on this.

[0087] Figure 2 An optional hardware structure diagram of a terminal is shown.

[0088] refer to Figure 2 As shown, the terminal may include a radio frequency unit 110, a memory 120, an input unit 130, a display unit 140, a camera 150 (optional), an audio circuit 160 (optional), a speaker 161 (optional), a microphone 162 (optional), an earphone jack 163 (optional), a processor 170, an external interface 180, a power supply 190 and other components. Those skilled in the art will appreciate that Figure 2 This is merely an example of a terminal and does not constitute a limitation on the terminal. The terminal may include more or fewer components than shown in the figure, or a combination of certain components, or different components.

[0089] The input unit 130 can be used to receive input digital or character information, and generate key signal input related to the user settings and function control of the terminal. Specifically, the input unit 130 may include a touch screen 131 (optional) and / or other input devices 132. The touch screen 131 can collect the user's touch operations on or near it (such as the user's operation on or near the touch screen using any suitable object such as fingers, joints, stylus, etc.), and drive the corresponding connection device according to a pre-set program. The touch screen can detect the user's touch action on the touch screen, convert the touch action into a touch signal and send it to the processor 170, and can receive and execute the command sent by the processor 170; the touch signal at least includes the touch point coordinate information. The touch screen 131 can provide an input interface and an output interface between the terminal and the user. In addition, the touch screen can be implemented using multiple types such as resistive, capacitive, infrared and surface acoustic wave. In addition to the touch screen 131, the input unit 130 can also include other input devices. Specifically, other input devices 132 may include, but are not limited to, one or more of a physical keyboard, function keys (such as a volume control key, a switch key, etc.), a trackball, a mouse, a joystick, and the like.

[0090] Among them, the input device 132 can receive input data and the like.

[0091] The display unit 140 can be used to display information input by the user or information provided to the user, various menus of the terminal, interactive interfaces, file display and / or playback of any multimedia file. In the embodiment of the present application, the display unit 140 can be used to display interfaces, processing results, etc.

[0092] The memory 120 can be used to store instructions and data. The memory 120 can mainly include an instruction storage area and a data storage area. The data storage area can store various data, such as multimedia files, texts, etc.; the instruction storage area can store software units such as operating systems, applications, instructions required for at least one function, or their subsets and extensions. It can also include a non-volatile random access memory; provide the processor 170 with hardware, software and data resources including management of computing and processing equipment, and support control software and applications. It is also used for the storage of multimedia files, and the storage of running programs and applications.

[0093] The processor 170 is the control center of the terminal. It uses various interfaces and lines to connect various parts of the entire terminal. By running or executing instructions stored in the memory 120 and calling data stored in the memory 120, it executes various functions of the terminal and processes data, thereby controlling the terminal device as a whole. Optionally, the processor 170 may include one or more processing units; preferably, the processor 170 may integrate an application processor and a modem processor, wherein the application processor mainly processes the operating system, user interface and application program, and the modem processor mainly processes wireless communication. It is understandable that the above-mentioned modem processor may not be integrated into the processor 170. In some embodiments, the processor and the memory may be implemented on a single chip, and in some embodiments, they may also be implemented separately on separate chips. The processor 170 may also be used to generate corresponding operation control signals, send them to corresponding components of the computing and processing device, read and process data in the software, especially read and process data and programs in the memory 120, so that each functional module therein performs corresponding functions, thereby controlling the corresponding components to act according to the requirements of the instructions.

[0094] Among them, if the terminal is the first terminal 100, the memory 120 can be used to store software codes related to the remote banking question and answer method, the processor 170 can execute the steps of the remote banking question and answer method, and can also schedule other units (such as the above-mentioned input unit 130 and display unit 140) to realize corresponding functions.

[0095] The radio frequency unit 110 (optional) can be used for receiving and sending information or receiving and sending signals during a call, for example, after receiving the downlink information of the base station, it is sent to the processor 170 for processing; in addition, the designed uplink data is sent to the base station. Generally, the RF circuit includes but is not limited to an antenna, at least one amplifier, a transceiver, a coupler, a low noise amplifier (Low Noise Amplifier, LNA), a duplexer, etc. In addition, the radio frequency unit 110 can also communicate with network devices and other devices through wireless communication. The wireless communication can use any communication standard or protocol, including but not limited to Global System of Mobile communication (Global System of Mobile communication, GSM), General Packet Radio Service (General Packet Radio Service, GPRS), Code Division Multiple Access (Code Division Multiple Access, CDMA), Wideband Code Division Multiple Access (Wideband Code Division Multiple Access, WCDMA), Long Term Evolution (Long Term Evolution, LTE), email, Short Messaging Service (SMS), etc.

[0096] In this embodiment of the present application, the radio frequency unit 110 can send data to the question-and-answer server 300 and receive a processing result sent by the question-and-answer server 300.

[0097] It should be understood that the radio frequency unit 110 is optional and can be replaced by other communication interfaces, such as a network port.

[0098] The terminal also includes a power supply 190 (such as a battery) for supplying power to various components. Preferably, the power supply can be logically connected to the processor 170 through a power management system, so that the power management system can manage charging, discharging, power consumption and other functions.

[0099] The terminal also includes an external interface 180, which may be a standard Micro USB interface or a multi-pin connector, and may be used to connect the terminal to communicate with other devices, or to connect a charger to charge the terminal.

[0100] Although not shown, the terminal may also include a flashlight, a wireless fidelity (WiFi) module, a Bluetooth module, sensors with different functions, etc., which will not be described in detail here. Some or all of the methods described below may be applied in the following embodiments. Figure 2 in the terminal shown.

[0101] Next describe Figure 1 The product form of the Chinese question and answer server 300;

[0102] Figure 3 A structural diagram of a question-answering server 300 is provided. Figure 3 As shown, the question-answering server 300 includes a bus 201, a processor 202, a communication interface 203, and a memory 204. The processor 202, the memory 204, and the communication interface 203 communicate with each other via the bus 201.

[0103] The bus 201 may be a peripheral component interconnect (PCI) bus or an extended industry standard architecture (EISA) bus. The bus may be divided into an address bus, a data bus, a control bus, etc. For ease of representation, Figure 3 Only one thick line is used in the diagram, but this does not mean that there is only one bus or only one type of bus.

[0104] The processor 202 may be any one or more of a central processing unit (CPU), a graphics processing unit (GPU), a microprocessor (MP), or a digital signal processor (DSP).

[0105] The memory 204 may include a volatile memory, such as a random access memory (RAM). The memory 204 may also include a non-volatile memory, such as a read-only memory (ROM), a flash memory, a hard disk drive (HDD), or a solid state drive (SSD).

[0106] The memory 204 may be used to store software codes related to the remote bank question and answer method, and the processor 202 may execute the steps of the remote bank question and answer method of the chip, and may also schedule other units to implement corresponding functions.

[0107] It should be understood that the above-mentioned terminal and question-answering server 300 can be centralized or distributed devices, and the processors in the above-mentioned terminal and question-answering server 300 (such as processor 170 and processor 202) can be hardware circuits (such as application specific integrated circuit (ASIC), field-programmable gate array (FPGA), general-purpose processor, digital signal processor (DSP), microprocessor or microcontroller, etc.), or a combination of these hardware circuits. For example, the processor can be a hardware system with an instruction execution function, such as a CPU, DSP, etc., or a hardware system without an instruction execution function, such as an ASIC, FPGA, etc., or a combination of the above-mentioned hardware systems without an instruction execution function and hardware systems with an instruction execution function.

[0108] Reference Figure 4 , Figure 4 A flowchart of a remote bank question-and-answer method provided in an embodiment of the present application is shown in FIG. Figure 4 As shown, a remote banking question-and-answer method provided in an embodiment of the present application may include steps S401 to S412, and these steps are described in detail below.

[0109] Step S401: Obtain a first question from a first terminal and a service type corresponding to the first question.

[0110] In an optional implementation, the customer can select the type of business he wants to handle through the user interface displayed on the first terminal, and then ask questions, which further improves the accuracy of answers retrieved based on the questions.

[0111] Exemplary business types include, but are not limited to: transfer, report loss, withdrawal, and financial management.

[0112] Exemplarily, buttons corresponding to multiple business types may be implemented in the user interface.

[0113] In an optional implementation, the first question may be input into a business type identification model, and the business type corresponding to the first question may be obtained through the business type identification model.

[0114] Exemplarily, the business type recognition model is trained by taking sample questions as input and the labeled business types corresponding to the sample questions as training targets.

[0115] Step S402: obtaining first similarities between the first question and a plurality of pre-stored historical questions belonging to the business type.

[0116] It is understandable that before the customer asks the first question, a large number of users may have asked multiple questions. In this embodiment of the application, questions asked on historical dates are called historical questions. For example, if the current time is November 8, 2024, then questions asked before or equal to November 7, 2024 are all historical questions.

[0117] It is understandable that the answer to the historical question has been obtained, while the answer to the first question of the current time consultation has not yet been obtained.

[0118] Step S403: If there is a first historical question among the multiple historical questions, obtain a pre-stored first answer corresponding to the first historical question.

[0119] The first historical question has the highest similarity to the first question and is higher than or equal to a first preset threshold.

[0120] Exemplarily, the first preset threshold may be determined based on actual conditions, and the present application does not limit this. For example, the first preset threshold is 90%.

[0121] Step S404: sending the first answer to the first terminal.

[0122] It is understandable that if the answers to questions asked by different customers are the same, the descriptions of the questions by different customers may be very similar, so if there is a first historical question, the first answer to the first historical question can be fed back to the first terminal as the answer to the first question.

[0123] Step S405: If the first historical question does not exist in the multiple historical questions, obtain a standard keyword set for the first question.

[0124] The standard keyword set of the first question includes keywords contained in the first question and associated with the business type.

[0125] In an optional implementation, the first question may be input into a pre-built keyword recognition model, and keywords associated with the business type in the first question may be obtained through the keyword recognition model.

[0126] Exemplarily, the keyword recognition model is obtained by training with sample questions as input and the annotated keywords of the sample questions as training results. Exemplarily, different keyword recognition models correspond to different business types.

[0127] In an optional implementation, a keyword set corresponding to the business type may be pre-set; first, multiple keywords in the first question are obtained; second, keywords belonging to the keyword set among the multiple keywords are divided into a standard keyword set corresponding to the first question.

[0128] Step S406: Obtain second similarities between the standard keyword set of the first question and the standard keyword sets of the plurality of historical questions.

[0129] The standard keyword set of the historical question includes keywords contained in the historical question and associated with the business type.

[0130] Exemplarily, the method for obtaining the standard keyword set for the historical question is the same as the method for obtaining the standard keyword set for the first question.

[0131] For example, the standard keyword set of historical questions may be manually adjusted by a human agent, so that the keyword recognition model can be updated based on the standard keyword set manually adjusted by the human agent, or the keyword set corresponding to the business type can be improved.

[0132] If the first historical question does not exist, there may be the following two situations: Situation 1: the intentions of the customer who raises the historical question and the customer who raises the first question are indeed different; Situation 2: the intentions of the customer who raises a historical question and the customer who raises the first question are the same, but the way they describe them is quite different, resulting in a lower similarity between the historical question and the first question.

[0133] In summary, even if the answers to questions asked by different customers are the same, different customers may describe the questions in different ways. The following example illustrates this.

[0134] Assume that both customer A and customer B want to consult how to use the mobile banking APP to transfer money. The first question described by customer A is: I am old and my legs and feet are not good. I want to transfer money at home through my mobile phone; the historical question described by customer B is: How to transfer money through mobile phone. The similarity between the first question described by customer A and the historical question described by customer B may be low, because the first question described by customer A contains multiple keywords that are not related to the business type, such as age, legs and feet, and home. Therefore, it is necessary to obtain the similarity between the standard keyword set {mobile phone, transfer} corresponding to customer A and the standard keyword set {mobile phone, transfer} corresponding to customer B. This avoids the situation where if the first question or historical question contains a large number of keywords that are not related to the business type, it is mistakenly believed that all historical questions are not similar to the first question.

[0135] Exemplarily, the similarity provided in the embodiments of the present application may be: Euclidean similarity, Pearson correlation coefficient, cosine similarity, Manhattan similarity, Chebyshev distance, and Mahalanobis distance.

[0136] Step S407: If there is a second historical question among the multiple historical questions, obtain the first keyword in the standard keyword set corresponding to the second historical question that is the same as the first keyword in the standard keyword set of the first question.

[0137] The standard keyword set of the second historical question has the highest similarity with the standard keyword set of the first question and is higher than or equal to a second preset threshold.

[0138] Exemplarily, the second preset threshold may be determined based on actual conditions, which is not limited in the present application. For example, the second preset threshold is 98%.

[0139] Exemplarily, since the standard keyword sets of the first question and the second historical question include keywords associated with the business type, the second preset threshold needs to be higher. Exemplarily, the second preset threshold is greater than the first preset threshold.

[0140] Step S408: If the first keyword is not an exception keyword and the pre-stored replacement keyword group corresponding to the second historical question includes the first keyword, obtain the replacement keyword in the replacement keyword group.

[0141] The exception keyword is different from the service keyword of the service type and is associated with the service keyword; the replacement keyword group includes the first keyword and the replacement keyword replacing the first keyword.

[0142] It can be understood that the keyword set corresponding to the service type includes service keywords and exception keywords. The exception keywords are also associated with the service type.

[0143] The following are examples of exception keywords and business keywords.

[0144] Assume that the first question is: How to transfer money via the phone? It is understandable that currently, money can be transferred through the mobile banking APP installed on the mobile phone, but not through the phone. Therefore, "phone" is an exception keyword, and "mobile banking APP" and "transfer" are both business keywords.

[0145] For example, the "telephone" in the customer's first question may be "mobile banking APP". In this case, the answer to the first question is the process of transferring money through the mobile banking APP.

[0146] For example, the "telephone" in the customer's first question may not be "mobile banking APP". For example, the customer may just want to communicate with the bank's customer service by phone, and then transfer money during the telephone communication. However, since the bank currently does not have this service, the answer to this question is that this service has not been opened.

[0147] In summary, the same exception keywords mentioned by different customers cannot represent the customers' true intentions, and different customers may have different intentions when mentioning the same exception keywords. Therefore, if the first question and the second historical question have a high similarity, it is because they have the same exception keywords, so the intentions of the customers who asked the first question and the second historical question may be different. If the first question and the second historical question have a high similarity and the first keyword is not an exception keyword, the intentions of the customers who asked the first question and the second historical question should be the same.

[0148] It is understandable that which keywords in the second historical question are exception keywords can be marked by a human agent. Therefore, if the first keyword is marked as an exception keyword, then the first keyword is an exception keyword; if the first keyword is not marked as an exception keyword, then the first keyword is not an exception keyword.

[0149] It is understandable that some keywords in the standard keyword set corresponding to the second historical question may cause the accuracy of the search results to decrease. In this case, the human agent can replace the keyword with a replacement keyword, so that the replacement keyword and the keyword can form a replacement keyword group. The following example is used to illustrate.

[0150] Assuming that the second historical question is: how to transfer money through APP, it is understandable that there are many APPs that can transfer money. Since this application is applied to banks, the human agent will think that the APP should be a mobile banking APP, so the APP can be replaced with the mobile banking APP, that is, (APP, mobile banking APP) is a set of replacement keyword groups. Among them, the first keyword can be APP, and the replacement keyword is mobile banking APP.

[0151] Exemplarily, if the first keyword is not an exception keyword and the pre-stored replacement keyword group corresponding to the second historical question does not include the first keyword, it means that the first keyword has not been replaced by any replacement keyword, and there is no need to obtain the replacement keyword, or the replacement keyword is considered to be empty.

[0152] Step S409: Obtain pre-stored supplementary keywords corresponding to the second historical question.

[0153] The supplementary keywords are keywords added by the human agent in response to the second historical question.

[0154] It can be understood that after viewing the second historical question, the human agent can guess the customer's intention and add some keywords, which are called supplementary keywords.

[0155] Step S410: Obtain a second answer whose similarity to the first search keyword is greater than or equal to a third preset threshold.

[0156] The first search keyword includes keywords in the standard keyword set of the first question except the exceptional keyword, the supplementary keyword of the second historical question, and the replacement keyword of the second historical question.

[0157] Exemplarily, the number of the second answers may be one or more.

[0158] Exemplarily, the question-and-answer server may send the first search keyword to the business server, and the business server feeds back the second answer to the question-and-answer server.

[0159] Exemplarily, the third preset threshold may be determined based on actual conditions, and the embodiments of the present application do not limit this.

[0160] Step S411: Send the second answer to the first terminal.

[0161] Step S412: If the first keyword is the exception keyword or the first terminal feedbacks that the first answer is incorrect or the first terminal feedbacks that the second answer is incorrect, the first question is sent to a second terminal held by a human agent.

[0162] It is understandable that if the first keyword is an exception keyword, the intentions of the customer who asked the first question and the second historical question may be different, so a human agent is required to answer the first question.

[0163] The embodiment of the present application provides a remote bank question-and-answer method, which obtains a first question; if there is a first historical question with a high similarity to the first question and higher than or equal to a first preset threshold value in the historical question, the first answer to the first historical question is used as the answer to the first question; if there is no first historical question, it is necessary to further detect whether there is a second historical question, wherein the standard keyword set corresponding to the second historical question has the highest similarity to the standard keyword set of the first question and is higher than or equal to a second preset threshold value. If there is a second historical question, obtain the first keyword that is the same as the standard keyword set of the second historical question and the standard keyword set of the first question; if the first keyword is not an exception keyword and the pre-stored replacement keyword group corresponding to the second historical question contains the first keyword, obtain the replacement keyword in the replacement keyword group; obtain the pre-stored supplementary keyword corresponding to the second historical question; obtain the second answer with a similarity to the first search keyword higher than or equal to a third preset threshold value, and send it to the customer. If the first keyword is an exception keyword or the customer feedbacks that the first answer is incorrect or the customer feedbacks that the second answer is incorrect, send the first question to the second terminal held by the manual agent, thereby reducing the number of times the manual agent answers questions raised by the customer and reducing the work intensity of the manual agent.

[0164] It is understandable that there are multiple ways to implement step S410, and the embodiments of the present application provide but are not limited to the following two.

[0165] The first implementation of step S410 includes the following steps A11 to A12.

[0166] Step A11: Acquire a first search result set whose similarity to the first search keyword is higher than or equal to the third preset threshold.

[0167] Step A12: Determine that the answer included in the first search result set is the second answer.

[0168] The second implementation of step S410 includes the following steps A21 to A24.

[0169] Step A21: Acquire a first search result set whose similarity to the first search keyword is greater than or equal to the third preset threshold.

[0170] Step A22: If the number of answers included in the first search result set is greater than or equal to the fourth preset threshold, obtain the pre-stored extended keywords corresponding to the second historical question; the number of co-occurrences of the extended keywords and the supplementary keywords or the replacement keywords in the multiple historical questions is greater than or equal to the fifth preset threshold.

[0171] Exemplarily, the fourth preset threshold may be determined based on actual conditions and is not limited here. For example, the fourth preset threshold is 4.

[0172] It is understandable that if there are many answers in the first search result set, it is not convenient for customers to view the answers. Based on this, if there are many answers in the first search result set, keywords can be further added to reduce the number of answers.

[0173] The following is an explanation of a method for determining extended keywords for historical questions, which includes the following steps B1 to B2.

[0174] Step B1: For any pair of the supplementary keywords and the replacement keywords corresponding to each of the historical questions, determine the first number of the historical questions containing the pair of keywords; if the ratio of the first number to the second number is greater than or equal to a sixth preset threshold, determine that the pair of keywords are alternative associated items; the second number is the number of the multiple historical questions.

[0175] Exemplarily, the sixth preset threshold may be determined based on actual conditions, which is not limited here. For example, the sixth preset threshold may be 80%.

[0176] Exemplarily, the candidate keywords may include two supplementary keywords, or two replacement keywords, or one supplementary keyword and one replacement keyword.

[0177] It can be understood that, for a certain historical issue, the supplementary keywords or replacement keywords corresponding to the historical issue may be keywords in the standard keyword set of historical issues raised by other customers; for any two keywords in the supplementary keywords or replacement keywords, if the ratio of the first number to the second number of historical issues containing the two keywords is greater than or equal to the sixth preset threshold, it means that the two keywords have a large number of co-occurrence times, and the two keywords help to improve the accuracy of the retrieval results.

[0178] It can be understood that multiple candidate association items can be obtained through step B1.

[0179] Step B2: For each of the historical questions, if the standard keyword set, the supplementary keywords or the replacement keywords corresponding to the historical question only include one keyword in the candidate related items, determine another keyword in the candidate related items as the extended keyword of the historical question.

[0180] It is understandable that since the two keywords in the candidate association items have a large number of co-occurrence times, it means that the two keywords generally appear at the same time. If the standard keyword set, supplementary keywords and replacement keywords corresponding to the historical question only include one keyword in the candidate association item, that is, the standard keyword set, supplementary keywords and replacement keywords corresponding to the historical question do not include another keyword in the candidate association item, then the other keyword in the candidate association item can be determined as the extended keyword of the historical question.

[0181] Step A23: Acquire a second search result set whose similarity with the first search keyword and the extended keyword is higher than or equal to the third preset threshold.

[0182] It is understandable that the addition of the extended keyword on the basis of the first search keyword will reduce the number of answers retrieved. Since the extended keyword can also improve the accuracy of the search results, the accuracy of the second search result set is higher than that of the first search result set.

[0183] Step A24: If the number of answers included in the second search result set is less than the fourth preset threshold, determine that the answer included in the second search result set is the second answer.

[0184] Exemplarily, if the number of answers included in the second search result set is greater than or equal to the fourth preset threshold, the first question is sent to a second terminal held by a human agent.

[0185] It is understandable that historical questions are also new questions at the beginning. For example, if the current time is November 8, 2024, the questions raised on October 1, 2024 are historical questions. If the current time is October 1, 2024, the questions raised on October 1, 2024 are new questions. It is understandable that the embodiment of the present application pre-stores a large number of standard keyword sets, replacement keyword groups, and supplementary keywords corresponding to historical questions. It is understandable that, as time goes by, new questions will also become historical questions. However, initially, the number of pre-stored historical questions may be less than or equal to the eighth preset threshold value. For example, the number of pre-stored historical questions is 0. At this time, the method for obtaining the correspondence between the supplementary keywords and the replacement keywords corresponding to the historical questions includes the following steps C01 to C15.

[0186] Step C01: Obtain a third answer whose similarity with the standard keyword set of the historical question is greater than or equal to the third preset threshold.

[0187] Exemplarily, the standard keyword set of the historical question may be sent to the business server; the business server feeds back the third answer to the question-answering server.

[0188] Exemplarily, the number of the third answers may be one or more.

[0189] Step C02: Sending the historical question, the standard keyword set of the historical question and the third answer to a second terminal held by a human agent.

[0190] Step C03: Acquire the replacement keyword group corresponding to the historical question fed back by the second terminal and the supplementary keyword corresponding to the historical question.

[0191] Step C04: Obtain second search keywords, which include keywords in the standard keyword set of the historical question except the exception keyword, the replacement keyword group corresponding to the historical question, and the supplementary keyword corresponding to the historical question.

[0192] Step C05: Acquire a fourth answer whose similarity to the second search keyword is greater than or equal to the third preset threshold.

[0193] Exemplarily, the second search keyword may be sent to a business server; and the business server feeds back the fourth answer to the question-and-answer server.

[0194] Exemplarily, the number of the fourth answers may be one or more.

[0195] Step C06: Send the fourth answer to the second terminal.

[0196] Step C07: If the second terminal feeds back that the fourth answer meets the requirement, the fourth answer is sent to the first terminal, otherwise, the process returns to step C03.

[0197] It is understandable that if the human agent holding the second terminal believes that the fourth answer does not meet the requirements, the operator will continue to adjust the replacement keyword group and / or supplement the keyword, that is, return to step C03.

[0198] Step C08: If the first terminal feeds back that the fourth answer is inaccurate, obtain questions related to the historical question from the first terminal.

[0199] Exemplarily, if the customer holding the first terminal finds that the fourth answer is inaccurate, the customer may ask related questions again; exemplary, if the customer holding the first terminal feedbacks that the fourth answer is inaccurate, the customer may be guided to ask related questions.

[0200] The following example illustrates the association problem.

[0201] Assuming the historical question is how to transfer money by phone, the associated question can be: click to transfer or transfer by mobile phone number.

[0202] Step C09: Send the associated question to the second terminal.

[0203] Step C10: Acquire the updated replacement keyword group and / or the updated supplementary keyword fed back by the second terminal.

[0204] It can be understood that the human agent holding the second terminal can update and replace the keyword group and / or update and supplement the keywords based on the associated questions.

[0205] Step C11: Obtain third search keywords, wherein the third search keywords include keywords in the standard keyword set of the historical question except the exception keywords, the updated replacement keyword group corresponding to the historical question, and the updated supplementary keywords corresponding to the historical question.

[0206] Step C12: Acquire a fifth answer whose similarity to the third search keyword is greater than or equal to the third preset threshold.

[0207] Exemplarily, the third search keyword may be sent to a business server; and the business server feeds back the fifth answer to the question-and-answer server.

[0208] Exemplarily, the number of the fifth answer may be one or more.

[0209] Step C13: Send the fifth answer to the second terminal.

[0210] Step C14: If the second terminal feedbacks that the fifth answer meets the requirement, the fifth answer is sent to the first terminal, otherwise, the process returns to step C10.

[0211] It is understandable that if the human agent holding the second terminal believes that the fifth answer does not meet the requirements, the operator will continue to adjust the replacement keyword group and / or supplement the keyword, that is, return to step C10.

[0212] Step C15: If the first terminal feeds back that the fifth answer is correct, a correspondence between the updated replacement keyword group corresponding to the historical question and the updated supplementary keyword of the historical question is constructed.

[0213] It is understandable that for each historical question, the related question corresponding to the historical question can be determined as the label of the historical question. The purpose of this is to speed up the speed of adjusting and replacing keyword groups and adding supplementary keywords by human agents. The specific method includes the following steps D1 to D2.

[0214] Step D1: Obtain the label of the first historical question or the label of the second historical question.

[0215] Step D2: Send the label of the first historical question or the label of the second historical question to the second terminal.

[0216] Thereby, the human agent holding the second terminal can update the replacement keyword group and / or supplementary keyword corresponding to the first question based on the label of the first historical question or the label of the second historical question.

[0217] It is understandable that after sending the first question to the second terminal, the subsequent steps are the same as step C03 to step C15, which will not be repeated here.

[0218] A remote bank question-and-answer method provided in an embodiment of the present application is introduced above. A device for executing the remote bank question-and-answer method will be introduced below.

[0219] See also Figure 5 , Figure 5 This is a schematic diagram of the structure of a remote bank question-and-answer device provided in an embodiment of the present application. Figure 5 As shown, the remote bank question-answering device comprises:

[0220] A first acquisition module 501 is used to acquire a first question from a first terminal and a service type corresponding to the first question;

[0221] A second acquisition module 502 is used to acquire first similarities between the first question and a plurality of pre-stored historical questions belonging to the business type;

[0222] A third acquisition module 503 is used to acquire a first answer corresponding to a pre-stored first historical question if there is a first historical question among the multiple historical questions; the first historical question has the highest similarity with the first question and is higher than or equal to a first preset threshold;

[0223] A first sending module 504, configured to send the first answer to the first terminal;

[0224] A fourth acquisition module 505 is configured to acquire a standard keyword set of the first question if the first historical question does not exist in the plurality of historical questions; the standard keyword set of the first question includes keywords included in the first question and associated with the business type;

[0225] A fifth acquisition module 506 is used to acquire a second similarity between the standard keyword set of the first question and the standard keyword sets of the plurality of historical questions respectively; the standard keyword set of the historical question includes keywords included in the historical question and associated with the business type;

[0226] A sixth acquisition module 507, configured to, if there is a second historical question among the plurality of historical questions, acquire a first keyword in a standard keyword set corresponding to the second historical question that is the same as a first keyword in a standard keyword set of the first question; the standard keyword set of the second historical question has the highest similarity to the standard keyword set of the first question and is higher than or equal to a second preset threshold;

[0227] A seventh acquisition module 508 is configured to acquire a replacement keyword in the replacement keyword group if the first keyword is not an exception keyword and the pre-stored replacement keyword group corresponding to the second historical question includes the first keyword; the exception keyword is different from the business keyword of the business type and is associated with the business keyword; the replacement keyword group includes the first keyword and the replacement keyword replacing the first keyword;

[0228] An eighth acquisition module 509 is used to acquire pre-stored supplementary keywords corresponding to the second historical question, where the supplementary keywords are keywords added by a human agent for the second historical question;

[0229] A ninth acquisition module 510 is configured to acquire a second answer whose similarity to the first search keyword is greater than or equal to a third preset threshold; the first search keyword includes keywords in the standard keyword set of the first question except the exception keyword, the supplementary keyword of the second historical question, and the replacement keyword of the second historical question;

[0230] A second sending module 511, configured to send the second answer to the first terminal;

[0231] The third sending module 512 is configured to send the first question to a second terminal held by a human agent if the first keyword is the exception keyword or the first terminal feedbacks that the first answer is incorrect or the first terminal feedbacks that the second answer is incorrect.

[0232] In an optional implementation, the ninth acquisition module includes:

[0233] A first acquisition unit, configured to acquire a first search result set whose similarity to the first search keyword is greater than or equal to the third preset threshold;

[0234] A second acquisition unit is configured to acquire a pre-stored extended keyword corresponding to the second historical question if the number of answers included in the first search result set is greater than or equal to a fourth preset threshold; and the number of co-occurrences of the extended keyword and the supplementary keyword or the replacement keyword in the plurality of historical questions is greater than or equal to a fifth preset threshold;

[0235] A third acquisition unit, configured to acquire a second search result set whose similarity to the first search keyword and the extended keyword is greater than or equal to the third preset threshold;

[0236] A determination unit is configured to determine that the answer included in the second search result set is the second answer if the number of answers included in the second search result set is less than the fourth preset threshold.

[0237] In an optional implementation, the method further includes:

[0238] A first determination module is used to determine, for each of the supplementary keywords and any two-by-two keywords in the replacement keywords corresponding to the historical questions, a first number of the historical questions containing the two-by-two keywords; if the ratio of the first number to the second number is greater than or equal to a sixth preset threshold, determine that the two-by-two keywords are candidate association items; the second number is the number of the multiple historical questions;

[0239] The second determination module is used to determine, for each of the historical issues, if the standard keyword set, the supplementary keywords and the replacement keywords corresponding to the historical issue only include one keyword in the alternative associated items, that another keyword in the alternative associated items is the extended keyword of the historical issue.

[0240] In an optional implementation, the method further includes:

[0241] The fourth sending module is used to send the first question to a second terminal held by a human agent if the number of answers included in the second search result set is greater than or equal to the fourth preset threshold.

[0242] In an optional implementation, the method further includes:

[0243] A fifth sending module, configured to obtain a third answer having a similarity with the standard keyword set of the historical question greater than or equal to the third preset threshold;

[0244] A sixth sending module, configured to send the historical question, the standard keyword set of the historical question, and the third answer to a second terminal held by a human agent;

[0245] a tenth acquisition module, configured to acquire the replacement keyword group corresponding to the historical question fed back by the second terminal and the supplementary keyword corresponding to the historical question;

[0246] an eleventh acquisition module, configured to acquire a second search keyword, wherein the second search keyword includes keywords in the standard keyword set of the historical question except the exception keyword, the replacement keyword group corresponding to the historical question, and the supplementary keyword corresponding to the historical question;

[0247] A twelfth acquisition module, configured to acquire a fourth answer having a similarity with the second search keyword greater than or equal to the third preset threshold;

[0248] a seventh sending module, configured to send the fourth answer to the second terminal;

[0249] a first triggering module, configured to send the fourth answer to the first terminal if the second terminal feeds back that the fourth answer meets the requirement, and trigger the tenth obtaining module otherwise;

[0250] A thirteenth obtaining module is configured to obtain, if the first terminal feeds back that the fourth answer is inaccurate, a related question of the historical question from the first terminal;

[0251] An eighth sending module, configured to send the associated question to the second terminal;

[0252] A fourteenth obtaining module, configured to obtain the updated replacement keyword group and / or the updated supplementary keyword fed back by the second terminal;

[0253] A fifteenth acquisition module is used to acquire a third search keyword, wherein the third search keyword includes keywords in the standard keyword set of the historical question except the exception keyword, the updated replacement keyword group corresponding to the historical question, and the updated supplementary keyword corresponding to the historical question;

[0254] A sixteenth acquisition module, configured to acquire a fifth answer having a similarity with the third search keyword greater than or equal to the third preset threshold;

[0255] a ninth sending module, configured to send the fifth answer to the second terminal;

[0256] A tenth sending module, configured to send the fifth answer to the first terminal if the fifth answer fed back by the second terminal meets the requirement, otherwise return to the step to obtain the updated replacement keyword group and the updated supplementary keyword fed back by the second terminal;

[0257] A construction module is used to construct a corresponding relationship between the updated replacement keyword group corresponding to the historical question and the updated supplementary keyword of the historical question if the first terminal feeds back that the fifth answer is correct.

[0258] In an optional implementation, the method further includes:

[0259] The third determining module is used to determine that the associated question is a label of the historical question.

[0260] In an optional implementation, the method further includes:

[0261] A seventeenth acquisition module, configured to acquire the label of the first historical question or the label of the second historical question;

[0262] An eleventh sending module is used to send the label of the first historical question or the label of the second historical question to the second terminal.

[0263] Also provided in an embodiment of the present application is a computer program product including computer-readable instructions. When the computer-readable instructions are executed on a server, the server implements any remote banking question-and-answer method provided in an embodiment of the present application.

[0264] A computer-readable storage medium is also provided in an embodiment of the present application. The storage medium carries one or more computer programs. When the one or more computer programs are executed by a server, the server can implement any remote banking question-and-answer method provided in an embodiment of the present application.

[0265] It should be noted that the remote bank question-answering method and related devices provided by the present invention can be used in the field of artificial intelligence or finance. The above is only an example and does not limit the application field of the remote bank question-answering method and related devices provided by the present invention.

[0266] It should also be noted that the device embodiments described above are merely schematic, wherein the units described as separate components may or may not be physically separated, and the components displayed as units may or may not be physical units, that is, they may be located in one place, or they may be distributed over multiple network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the scheme of this embodiment. In addition, in the drawings of the device embodiments provided by the present application, the connection relationship between the modules indicates that there is a communication connection between them, which may be specifically implemented as one or more communication buses or signal lines.

[0267] Through the description of the above implementation mode, the technicians in the field can clearly understand that the present application can be implemented by means of software plus necessary general hardware, and of course, it can also be implemented by special hardware including special integrated circuits, special CPUs, special memories, special components, etc. In general, all functions completed by computer programs can be easily implemented by corresponding hardware, and the specific hardware structure used to implement the same function can also be various, such as analog circuits, digital circuits or special circuits. However, for the present application, software program implementation is a better implementation mode in more cases. Based on such an understanding, the technical solution of the present application is essentially or the part that contributes to the prior art can be embodied in the form of a software product, which is stored in a readable storage medium, such as a computer floppy disk, a U disk, a mobile hard disk, a ROM, a RAM, a disk or an optical disk, etc., including a number of instructions to enable a computer device (which can be a personal computer, a training device, or a network device, etc.) to execute the methods described in each embodiment of the present application.

[0268] In the above embodiments, all or part of the embodiments may be implemented by software, hardware, firmware or any combination thereof. When implemented by software, all or part of the embodiments may be implemented in the form of a computer program product.

[0269] The computer program product includes one or more computer instructions. When the computer program instructions are loaded and executed on a computer, the process or function described in the embodiment of the present application is generated in whole or in part. The computer may be a general-purpose computer, a special-purpose computer, a computer network, or other programmable devices. The computer instructions may be stored in a computer-readable storage medium, or transmitted from one computer-readable storage medium to another computer-readable storage medium. For example, the computer instructions may be transmitted from a website site, a computer, a training device, or a data center by wired (e.g., coaxial cable, optical fiber, digital subscriber line (DSL)) or wireless (e.g., infrared, wireless, microwave, etc.) mode to another website site, computer, training device, or data center. The computer-readable storage medium may be any available medium that a computer can store or a data storage device such as a training device, a data center, etc. that includes one or more available media integrations. The available medium may be a magnetic medium, (e.g., a floppy disk, a hard disk, a tape), an optical medium (e.g., a DVD), or a semiconductor medium (e.g., a solid-state drive (SSD)), etc.

Claims

1. A remote bank question-and-answer method, characterized in that: include: Acquire a first question from a first terminal and a service type corresponding to the first question; Obtaining first similarities between the first question and a plurality of pre-stored historical questions belonging to the business type; If there is a first historical question among the multiple historical questions, obtaining a first answer corresponding to the first historical question stored in advance; the first historical question has the highest similarity with the first question and is higher than or equal to a first preset threshold; sending the first answer to the first terminal; If the first historical question does not exist in the multiple historical questions, obtaining a standard keyword set for the first question; the standard keyword set for the first question includes keywords included in the first question and associated with the business type; Obtaining second similarities between the standard keyword set of the first question and the standard keyword sets of the plurality of historical questions respectively; the standard keyword set of the historical questions includes keywords contained in the historical questions and associated with the business type; If there is a second historical question among the multiple historical questions, obtaining the same first keyword in the standard keyword set corresponding to the second historical question and the standard keyword set of the first question; the similarity between the standard keyword set of the second historical question and the standard keyword set of the first question is the highest and is higher than or equal to a second preset threshold; If the first keyword is not an exception keyword and the pre-stored replacement keyword group corresponding to the second historical question includes the first keyword, obtaining a replacement keyword in the replacement keyword group; the exception keyword is different from the business keyword of the business type and is associated with the business keyword; the replacement keyword group includes the first keyword and the replacement keyword replacing the first keyword; Acquire pre-stored supplementary keywords corresponding to the second historical question, where the supplementary keywords are keywords added by a human agent for the second historical question; Obtaining a second answer whose similarity to the first search keyword is greater than or equal to a third preset threshold; the first search keyword includes keywords in the standard keyword set of the first question except the exception keyword, the supplementary keyword of the second historical question, and the replacement keyword of the second historical question; sending the second answer to the first terminal; If the first keyword is the exception keyword or the first terminal feeds back that the first answer is incorrect or the first terminal feeds back that the second answer is incorrect, the first question is sent to a second terminal held by a human agent.

2. The remote bank question-and-answer method according to claim 1, characterized in that: The step of obtaining a second answer whose similarity to the first search keyword is greater than or equal to a third preset threshold comprises: Acquire a first search result set whose similarity to the first search keyword is greater than or equal to the third preset threshold; If the number of answers included in the first search result set is greater than or equal to a fourth preset threshold, obtaining a pre-stored extended keyword corresponding to the second historical question; the number of co-occurrences of the extended keyword and the supplementary keyword or the replacement keyword in the plurality of historical questions is greater than or equal to a fifth preset threshold; Acquire a second search result set whose similarity to the first search keyword and the extended keyword is greater than or equal to the third preset threshold; If the number of answers included in the second search result set is less than the fourth preset threshold, the answer included in the second search result set is determined to be the second answer.

3. The remote bank question-and-answer method according to claim 2, characterized in that: The method for determining the extended keywords of the historical question includes: For any two keywords among the supplementary keywords and the replacement keywords corresponding to each of the historical questions, determine a first number of the historical questions containing the two keywords; if the ratio of the first number to the second number is greater than or equal to a sixth preset threshold, determine that the two keywords are candidate association items; the second number is the number of the multiple historical questions; For each of the historical issues, if the standard keyword set, the supplementary keywords and the replacement keywords corresponding to the historical issue only include one keyword in the candidate associated items, another keyword in the candidate associated items is determined to be the extended keyword of the historical issue.

4. The remote bank question-and-answer method according to claim 2 or 3, characterized in that: Also includes: If the number of answers included in the second search result set is greater than or equal to the fourth preset threshold, the first question is sent to a second terminal owned by a human agent.

5. The remote bank question-and-answer method according to claim 1, characterized in that: The method for obtaining the correspondence between the historical question and the supplementary keyword and the replacement keyword includes: Acquire a third answer having a similarity with the standard keyword set of the historical question greater than or equal to the third preset threshold; Sending the historical question, the standard keyword set of the historical question, and the third answer to a second terminal held by a human agent; Acquire the replacement keyword group corresponding to the historical question fed back by the second terminal and the supplementary keyword corresponding to the historical question; Acquire a second search keyword, wherein the second search keyword includes keywords in the standard keyword set of the historical question except the exception keyword, the replacement keyword group corresponding to the historical question, and the supplementary keyword corresponding to the historical question; Acquire a fourth answer having a similarity with the second search keyword greater than or equal to the third preset threshold; sending the fourth answer to the second terminal; If the fourth answer fed back by the second terminal meets the requirement, the fourth answer is sent to the first terminal, otherwise, the process returns to the step of obtaining the replacement keyword group corresponding to the historical question fed back by the second terminal and the supplementary keyword corresponding to the historical question; If the first terminal feeds back that the fourth answer is inaccurate, obtaining a question related to the historical question from the first terminal; sending the associated question to the second terminal; Acquire the updated replacement keyword group and / or the updated supplementary keyword fed back by the second terminal; Acquire a third search keyword, wherein the third search keyword includes keywords in the standard keyword set of the historical question except the exception keyword, the updated replacement keyword group corresponding to the historical question, and the updated supplementary keyword corresponding to the historical question; Acquire a fifth answer having a similarity with the third search keyword greater than or equal to the third preset threshold; sending the fifth answer to the second terminal; If the fifth answer fed back by the second terminal meets the requirement, the fifth answer is sent to the first terminal, otherwise, the process returns to the step of obtaining the updated replacement keyword group and the updated supplementary keyword fed back by the second terminal; If the first terminal feeds back that the fifth answer is correct, a correspondence relationship between the updated replacement keyword group corresponding to the historical question and the updated supplementary keyword of the historical question is established.

6. The remote bank question-and-answer method according to claim 5, characterized in that: Also includes: The associated question is determined to be a label of the historical question.

7. The remote bank question-and-answer method according to claim 6, characterized in that: After the step of sending the first question to the second terminal held by the human agent, the method further includes: Obtain the label of the first historical question or the label of the second historical question; The label of the first historical question or the label of the second historical question is sent to the second terminal.

8. A remote bank question-and-answer device, characterized in that: include: A first acquisition module, used to acquire a first question from a first terminal and a service type corresponding to the first question; A second acquisition module, used for acquiring first similarities between the first question and a plurality of pre-stored historical questions belonging to the business type; A third acquisition module is used to acquire a pre-stored first answer corresponding to a first historical question if there is a first historical question among the multiple historical questions; the first historical question has the highest similarity with the first question and is higher than or equal to a first preset threshold; A first sending module, used for sending the first answer to the first terminal; a fourth acquisition module, configured to acquire a standard keyword set of the first question if the first historical question does not exist in the plurality of historical questions; the standard keyword set of the first question includes keywords included in the first question and associated with the business type; A fifth acquisition module, configured to acquire a second similarity between the standard keyword set of the first question and the standard keyword sets of the plurality of historical questions respectively; the standard keyword set of the historical question includes keywords included in the historical question and associated with the business type; A sixth acquisition module, configured to, if there is a second historical question among the plurality of historical questions, acquire a first keyword in a standard keyword set corresponding to the second historical question that is the same as a first keyword in a standard keyword set of the first question; The standard keyword set of the second historical question has the highest similarity with the standard keyword set of the first question and is higher than or equal to a second preset threshold; a seventh acquisition module, configured to acquire a replacement keyword in the replacement keyword group if the first keyword is not an exception keyword and the pre-stored replacement keyword group corresponding to the second historical question includes the first keyword; the exception keyword is different from the business keyword of the business type and is associated with the business keyword; the replacement keyword group includes the first keyword and the replacement keyword replacing the first keyword; an eighth acquisition module, configured to acquire pre-stored supplementary keywords corresponding to the second historical question, wherein the supplementary keywords are keywords added by a human agent for the second historical question; a ninth acquisition module, configured to acquire a second answer having a similarity with the first search keyword greater than or equal to a third preset threshold; the first search keyword comprising keywords in the standard keyword set of the first question except the exception keyword, the supplementary keyword of the second historical question, and the replacement keyword of the second historical question; A second sending module, used for sending the second answer to the first terminal; The third sending module is used to send the first question to a second terminal held by a human agent if the first keyword is the exception keyword or the first terminal feedbacks that the first answer is incorrect or the first terminal feedbacks that the second answer is incorrect.

9. A computer program product, characterized in that It comprises computer-readable instructions, which, when executed on a server, enable the server to implement the remote banking question-and-answer method as claimed in any one of claims 1 to 7.

10. A server, characterized in that: The method comprises at least one processor and a memory connected to the processor, wherein: The memory is used to store computer programs; The processor is used to execute the computer program so that the server can implement the remote banking question and answer method as described in any one of claims 1 to 7.

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