Interaction method, device, electronic device and storage medium

Abstract

The present disclosure discloses an interactive method, device, electronic device, and storage medium, which relate to the field of artificial intelligence, and in particular to the field of intelligent search. A specific implementation scheme is as follows: performing intent recognition and content recognition on text information input by an object through an interactive interface, respectively, to obtain intent recognition results and content recognition results; when the intent recognition result indicates that the object has negative emotions, and the content recognition result indicates that the text information includes preset content, order selection information is displayed in the interactive interface based on the object's multiple historical order information; and determining a processing plan for the pending orders by performing a multi-dimensional analysis on the pending orders determined by the object in the interactive interface based on the order selection information.

Description

Technical Field

[0001] The present disclosure relates to the field of artificial intelligence, in particular to the field of intelligent search, and specifically to an interaction method, device, electronic device, and storage medium. Background Art

[0002] Currently, on major e-commerce platforms, when users operate items, they communicate with the supplier or platform customer service through an interactive interface. If a user encounters a negative experience during the operation, they will usually submit an order processing request, waiting for the supplier or platform customer service to resolve the relevant issues. Summary of the Invention

[0003] The present disclosure provides an interaction method, an apparatus, an electronic device, and a storage medium.

[0004] According to one aspect of the present disclosure, an interactive method is provided for performing intent recognition and content recognition on text information input by a subject via an interactive interface, respectively, to obtain intent recognition results and content recognition results. If the intent recognition results indicate that the subject has negative emotions and the content recognition results indicate that the text information includes preset content, order selection information is displayed on the interactive interface based on the subject's multiple historical order information. A processing plan for the pending orders determined by the subject on the interactive interface based on the order selection information is determined by performing a multi-dimensional analysis.

[0005] According to another aspect of the present disclosure, an interactive device is provided, wherein the intention recognition module is configured to perform intention recognition and content recognition on text information input by an object via an interactive interface, respectively, to obtain an intention recognition result and a content recognition result;

[0006] A selection generation module, configured to display order selection information in the interactive interface based on multiple historical order information of the subject, when the intention recognition result indicates that the subject has negative emotions and the content recognition result indicates that the text information includes preset content;

[0007] The solution determination module is used to determine a processing solution for the pending orders by performing a multi-dimensional analysis on the pending orders determined by the above-mentioned object in the above-mentioned interactive interface based on the above-mentioned order selection information.

[0008] According to another aspect of the present disclosure, an electronic device is provided, comprising: at least one processor; and a memory communicatively connected to the at least one processor; wherein the memory stores instructions executable by the at least one processor, and the instructions are executed by the at least one processor so that the at least one processor can execute the method described above.

[0009] According to another aspect of the present disclosure, a non-transitory computer-readable storage medium storing computer instructions is provided, wherein the computer instructions are used to enable the computer to execute the method described above.

[0010] According to another aspect of the present disclosure, a computer program product is provided, comprising a computer program, which implements the method described above when executed by a processor.

[0011] It should be understood that the contents described in this section are not intended to identify the key or important features of the embodiments of the present disclosure, nor are they intended to limit the scope of the present disclosure. Other features of the present disclosure will become readily understood through the following description. BRIEF DESCRIPTION OF THE DRAWINGS

[0012] The accompanying drawings are provided to facilitate a better understanding of the present invention and do not constitute a limitation of the present disclosure.

[0013] Figure 1 Schematically illustrates an exemplary system architecture to which the interaction method and apparatus according to an embodiment of the present disclosure may be applied;

[0014] Figure 2 The following schematically shows a flow chart of an interaction method according to an embodiment of the present disclosure;

[0015] Figure 3 Schematically shows an interface diagram of order selection information according to an embodiment of the present disclosure;

[0016] Figure 4 Schematically illustrating a schematic diagram of performing multi-dimensional analysis on pending orders according to an embodiment of the present disclosure;

[0017] Figure 5 Schematically shows a flow chart of an interaction method according to another embodiment of the present disclosure;

[0018] Figure 6A The following schematically shows an interface diagram of platform intervention according to an embodiment of the present disclosure;

[0019] Figure 6B The following schematically shows an interface diagram of a reason selection item according to an embodiment of the present disclosure;

[0020] Figure 6C The following schematically shows an interface diagram of a processing state according to an embodiment of the present disclosure;

[0021] Figure 7 The flowchart of judging the cause of processing according to the embodiment of the present disclosure is schematically shown;

[0022] Figure 8Schematically shows a flow chart for displaying a processing state according to an embodiment of the present disclosure;

[0023] Figure 9 A block diagram schematically illustrates an interactive device according to an embodiment of the present disclosure; and

[0024] Figure 10 A block diagram of an electronic device suitable for implementing an interaction method according to an embodiment of the present disclosure is schematically shown. DETAILED DESCRIPTION

[0025] The following description of exemplary embodiments of the present disclosure is made in conjunction with the accompanying drawings, including various details of the embodiments of the present disclosure to facilitate understanding. These details should be considered as merely exemplary. Therefore, those skilled in the art will recognize that various changes and modifications may be made to the embodiments described herein without departing from the scope and spirit of the present disclosure. Similarly, for the sake of clarity and conciseness, descriptions of well-known functions and structures are omitted in the following description.

[0026] Figure 1 An exemplary system architecture to which the content processing method and apparatus according to an embodiment of the present disclosure can be applied is schematically shown.

[0027] It should be noted that Figure 1 The examples shown are merely examples of system architectures to which the embodiments of the present disclosure may be applied, to help those skilled in the art understand the technical content of the present disclosure. This does not mean that the embodiments of the present disclosure cannot be applied to other devices, systems, environments, or scenarios. For example, in another embodiment, an exemplary system architecture to which the content processing method and apparatus may be applied may include a terminal device, but the terminal device may implement the content processing method and apparatus provided by the embodiments of the present disclosure without interacting with a server.

[0028] like Figure 1 As shown, the system architecture 100 according to this embodiment may include terminal devices 101, 102, 103, a network 104, and a server 105. The network 104 is used as a medium for providing communication links between the terminal devices 101, 102, 103 and the server 105. The network 104 may include various connection types, such as wired and / or wireless communication links, etc.

[0029] Users can use terminal devices 101, 102, and 103 to interact with server 105 via network 104 to receive or send messages, etc. Various communication client applications can be installed on terminal devices 101, 102, and 103, such as knowledge reading applications, web browser applications, search applications, instant messaging tools, email clients, and / or social platform software (for example only).

[0030] The terminal devices 101 , 102 , and 103 may be various electronic devices having a display screen and supporting web browsing, including but not limited to smart phones, tablet computers, laptop computers, and desktop computers.

[0031] Server 105 may be a server that provides various services, such as a background management server (for example only) that supports content browsed by users using terminal devices 101, 102, and 103. The background management server may analyze and process received data such as user requests, and feed back processing results (e.g., web pages, information, or data obtained or generated based on user requests) to the terminal device.

[0032] It should be noted that the content processing method provided in the embodiment of the present disclosure can generally be executed by the terminal device 101, 102, or 103. Accordingly, the content processing apparatus provided in the embodiment of the present disclosure can also be provided in the terminal device 101, 102, or 103.

[0033] Alternatively, the content processing method provided by the embodiment of the present disclosure may also be generally executed by the server 105. Accordingly, the content processing apparatus provided by the embodiment of the present disclosure may generally be arranged in the server 105. The content processing method provided by the embodiment of the present disclosure may also be executed by a server or a server cluster that is different from the server 105 and that can communicate with the terminal devices 101, 102, 103 and / or the server 105. Accordingly, the content processing apparatus provided by the embodiment of the present disclosure may also be arranged in a server or a server cluster that is different from the server 105 and that can communicate with the terminal devices 101, 102, 103 and / or the server 105.

[0034] It should be understood that Figure 1 The number of terminal devices, networks and servers in the embodiment is merely illustrative. Any number of terminal devices, networks and servers may be provided as required.

[0035] In the technical solution disclosed herein, the collection, storage, use, processing, transmission, provision, disclosure and application of user personal information involved comply with the provisions of relevant laws and regulations, take necessary confidentiality measures, and do not violate public order and good morals.

[0036] In the technical solution disclosed herein, the user's authorization or consent is obtained before obtaining or collecting the user's personal information.

[0037] Figure 2 The flowchart of the interaction method according to the embodiment of the present disclosure is schematically shown.

[0038] like Figure 2 As shown, the method includes operations S210 to S230.

[0039] In operation S210 , intention recognition and content recognition are performed on the text information input by the object through the interactive interface to obtain an intention recognition result and a content recognition result.

[0040] In operation S220, when the intention recognition result indicates that the object has negative emotions and the content recognition result indicates that the text information includes preset content, order selection information is displayed in the interactive interface based on multiple historical order information of the object.

[0041] In operation S230 , a processing plan for the to-be-processed order is determined by performing a multi-dimensional analysis on the to-be-processed order determined by the object in the interactive interface based on the order selection information.

[0042] According to the embodiments of the present disclosure, currently on major e-commerce platforms, when a user operates a target item, they communicate with the target item's supplier or the platform's customer service through an interactive interface. For example, when a user trades a target item, they may consult the merchant for relevant information. Or, if a user is dissatisfied with the target item they received, they may report the issue to the merchant or the platform's customer service for after-sales service.

[0043] According to embodiments of the present disclosure, a subject may encounter a negative experience while operating a target item. For example, a user may be dissatisfied with the purchased target item and report the issue to the merchant, but the merchant fails to promptly address the user's issue. In such a situation, the subject will typically provide feedback on the situation through an interactive interface to seek a solution. By obtaining text information input by the subject through the interactive interface and analyzing the text information, a suitable solution can be provided to the subject.

[0044] According to an embodiment of the present disclosure, intent recognition and content recognition are performed on the text information input by the object. Among them, intent recognition is used to determine the emotion of the object when entering the text information. When facing a negative experience, the object may describe the problem encountered by expressing emotions. For example: the text message input by the user is "Why haven't you processed my after-sales order yet? I suspect you are deliberately delaying it." After identifying the presence of negative emotions in the text message, it is determined that the platform needs to intervene to solve the user's problem in a timely manner.

[0045] According to an embodiment of the present disclosure, content recognition of text messages is used to determine whether the text message contains preset content. The preset content is that there is no order information associated with negative emotions. In other words, after entering the text message, the user merely expresses their emotions through the text message without providing detailed information about the order.

[0046] For example, a user may have traded an item with Merchant A. When seeking after-sales support for their order, they directly contact the "Contact Merchant" channel on Merchant A's details page. Therefore, if the user only enters text messages expressing negative sentiment, it's unclear which order the user is specifically inquiring about.

[0047] According to an embodiment of the present disclosure, when it is determined that the subject has negative emotions and the text information includes preset content, since the text information does not include orders directly associated with the negative emotions, it is necessary to determine the orders associated with the subject's negative emotions from the subject's historical order information. Specifically, order selection information can be generated based on multiple historical order information, so that the order selection information can be displayed in the interactive interface. If the subject does not have historical order information within a preset time period, it can be determined that the text information is invalid information, and the processing of the order is terminated. Among them, the preset time period can be set to three months from the current moment.

[0048] like Figure 3 As shown, a user enters text message 301 into text input box 304. After performing intent and content recognition on text message 301, order selection information 302 is displayed on the interactive interface. Order selection information 302 includes multiple historical order information. Based on displayed order selection information 302, the user selects pending order 303 associated with their negative emotions. Pending order 303 is historical order information 1 from the multiple historical order information.

[0049] According to embodiments of the present disclosure, during the process of determining pending orders, pending orders can also be determined by having the user fill in information. For example, after determining that the user has negative emotions and the text information does not include orders directly associated with negative emotions, a fill-in box is displayed on the interactive interface, allowing the user to fill in the necessary information. After confirming that the user has completed the information, the pending order is determined based on the information entered by the user.

[0050] According to the embodiments of the present disclosure, order selection information is generated based on historical order information to allow users to select pending orders, reducing the complexity of the user operation process. By allowing users to fill in order information to determine pending orders, the determination process is made more accurate and efficient.

[0051] According to an embodiment of the present disclosure, after a pending order is identified, a multi-dimensional analysis is performed on the pending order to determine whether the pending order meets the platform's requirements for rapid processing. Based on the results of the multi-dimensional analysis, a processing solution for the pending order is determined. This processing solution can be consistent with the requirements expressed by the recipient in the text message, or it can be a relatively appropriate processing solution determined based on the operational information of the pending order.

[0052] According to the embodiments of the present disclosure, by performing intent recognition and content recognition on text information respectively, the problem can be solved in a timely manner when it is determined that the user has negative emotions, thereby effectively improving the user experience. When it is determined that the object has negative emotions and the text information includes preset content, it means that it is currently difficult to directly know the cause of the object's negative emotions. Therefore, it is necessary to generate order selection information based on the object's multiple historical order information and display it, so that the user can determine the pending order where the problem is in the interactive interface, so as to solve the problem in a timely manner. Multi-dimensional analysis of the pending orders is performed to determine the processing plan. By interacting with the object during the determination process, the efficiency of determining the processing plan is effectively improved, making it faster and more efficient when solving the problems raised by the object.

[0053] According to an embodiment of the present disclosure, intent recognition and content recognition are performed on text information input by an object through an interactive interface, respectively, to obtain intent recognition results and content recognition results, including: matching keywords extracted from the text information with multiple regular expressions to obtain intent recognition results, wherein the regular expressions are obtained based on keywords of negative emotions; performing order identification on the text information to obtain content recognition results, wherein, when the content recognition result indicates that there is no order identification in the text information, it is determined that the text information includes preset content.

[0054] According to an embodiment of the present disclosure, keywords are extracted from text information. Specifically, natural language processing tools can be used to extract keywords, and machine learning can also be used to predict keywords. After obtaining the keywords in the text information, the keywords are matched with regular expressions in a regular library. The regular library stores multiple regular expressions, each of which is written based on keywords representing the user's negative emotions.

[0055] According to embodiments of the present disclosure, a user's negative emotions generally refer to those that make people feel unhappy, depressed, or negative. Keywords associated with negative emotions may include words such as irritable, suspicious, terrible, and disappointed. Furthermore, since negative emotions in embodiments of the present disclosure are caused by problems encountered after a user transacts with an item, keywords associated with negative emotions may also include words that represent a poor user experience, such as delay, failure, poor, and unsatisfactory.

[0056] According to an embodiment of the present disclosure, a regular expression is written based on the defined keywords. For example, the regular expression may be as follows: "(unsatisfied|bad|disappointed|bad)". Regular expressions are used to match text information. If the text information contains keywords in the regular expression, it is considered that the object has negative emotions. Among them, the regular expressions in the regular library are continuously updated and optimized according to actual conditions to cover more expressions of negative emotions. By using regular expressions to identify intent, the identification process is relatively simple, and it is also convenient to update and optimize it in real time according to the current trading environment.

[0057] According to an embodiment of the present disclosure, after performing intent recognition on a text message, if it is determined that the user has negative emotions, the text message is then subjected to order identification to determine whether the text message contains an order associated with the negative emotions. The order identification can be an order number uniquely corresponding to the order. By identifying the order identification, it is determined whether the subject has brought the relevant order into the interactive interface during the text message input process.

[0058] For example, a user has traded an item with Merchant A. When seeking after-sales service for their order, they click the "Contact Merchant" icon on the order details page to access the after-sales service channel. In this consultation method, when the user enters text information in the interactive interface, the text information is associated with the transaction order, and the corresponding order identifier is displayed in the dialog box of the interactive interface.

[0059] According to embodiments of the present disclosure, during the order ID recognition process, the text message itself can also be directly identified to check whether the text message contains the order ID. For example, if a user enters "I want to return order 100000xxx" in the interactive interface, the corresponding pending order can be determined by directly determining the order ID in the text message.

[0060] According to the embodiments of the present disclosure, by performing both intent recognition and content recognition on text messages, it is possible to promptly resolve issues when it is determined that the user is experiencing negative emotions. Furthermore, the content recognition results can accurately identify the problem, making the resolution process more efficient and improving the user experience.

[0061] According to an embodiment of the present disclosure, a multi-dimensional analysis is performed on the pending orders determined by the object in the interactive interface based on the order selection information to determine a processing plan for the pending orders, including: analyzing the pending orders from the item dimension, order dimension and object dimension according to the operation information generated when the target items in the pending orders are operated to obtain analysis results; determining the type of processing channel used when processing the pending orders based on the analysis results, wherein the types of processing channels include fast processing channels and ordinary processing channels; determining the processing plan for the pending orders according to the type of processing channel and the operation information.

[0062] According to an embodiment of the present disclosure, operation information generated when an object operates on a target item is obtained. This operation information includes information related to the target item itself, order information for pending orders, and object profile information of the object. The pending orders are analyzed from the item, order, and object dimensions to generate analysis results. The analysis results are used to indicate whether the pending orders can be processed using the fast processing channel.

[0063] According to embodiments of the present disclosure, the type of processing channel to be utilized when processing pending orders is determined based on analysis results. These processing channels include express processing and standard processing. Express processing refers to platform-intervention processing, eliminating the need to wait for a response from the target supplier or an indication of approval. The processing platform can directly determine a corresponding solution based on the operational information of the pending order, enabling rapid order processing.

[0064] According to the embodiments of the present disclosure, a normal processing channel requires that, after initiating a processing request, an order subject waits for instructions from a supplier. Once the supplier agrees to the processing, the pending order is processed according to the agreed-upon solution. If the supplier disagrees with the solution in the processing request, the order subject continues to interact with the supplier through an interactive interface until an agreement is reached, thereby determining the appropriate processing solution.

[0065] According to an embodiment of the present disclosure, after determining the type of processing channel, the corresponding processing solution is determined based on the operation information. For the type of fast processing channel, since the platform intervenes in the processing, the processing solution is relatively intuitive and simple, and can be processed quickly. However, since ordinary processing channels need to interact repeatedly with the supply object, the corresponding processing solutions are more diverse and complex. By determining the processing solution based on the type of processing channel and the operation information, the processing solution is more targeted, and can meet the needs of the object while improving efficiency.

[0066] Figure 4A schematic diagram of performing multi-dimensional analysis on pending orders according to an embodiment of the present disclosure is schematically shown.

[0067] According to an embodiment of the present disclosure, based on the operation information generated when the target item in the pending order is operated, the pending order is analyzed from the item dimension, order dimension and object dimension to obtain analysis results, including: matching the item identifier of the target item with the identifiers of multiple negative items in the negative item set to obtain a first analysis result, wherein the negative items in the negative item set are obtained by screening multiple items using the item filtering rules corresponding to the fast processing channel; analyzing the order information in the operation information according to the order analysis rules corresponding to the fast processing channel to obtain a second analysis result, wherein the order analysis rules respectively include analysis rules corresponding to at least one of the resource value, order type, order status and processing period in the order information; analyzing the object portrait information of the object according to the object analysis rules corresponding to the fast processing channel to obtain a third analysis result, wherein the object analysis rules include analysis rules corresponding to the remaining number of uses of the fast processing channel and the object evaluation value in the object portrait information; determining the analysis result of the pending order according to the first analysis result, the second analysis result and the third analysis result.

[0068] According to the embodiment of the present disclosure, the order to be processed is analyzed from the item dimension, order dimension and object dimension. For the item dimension, the item ID of the target item is determined. Each item ID is uniquely corresponding to the target item and can be in the form of numbers or letters. Figure 4 As shown, the item identifier 402 of the target item in the pending order 401 is matched with identifiers of multiple negative items in the negative item set 405 to obtain a first analysis result 408 .

[0069] According to an embodiment of the present disclosure, negative items are obtained by screening multiple items using item filtering rules corresponding to the fast processing channel. The item filtering rules include filtering rules corresponding to at least one of the following: item quality return rate, output rate, consumer negative feedback index, and the net promoter score of the item supply target. Negative items refer to items for which multiple indicators in the item filtering rules do not meet the preset conditions, or items for which at least one indicator does not meet the preset conditions. The preset conditions may include thresholds corresponding to each indicator.

[0070] For example, if an item on an e-commerce platform is determined to have a high quality return rate and a low yield rate, the item is considered a negative item. During item screening, multiple items on the e-commerce platform can be screened one by one using item filtering rules based on a scheduled task, thereby promptly updating the negative item collection.

[0071] According to an embodiment of the present disclosure, during analysis of a pending order, if it is determined that the item identifier of the target item is in a negative item set, then a first analysis result is determined to be that the pending order cannot be processed using a fast processing channel.

[0072] According to an embodiment of the present disclosure, order information for pending orders is determined for the order dimension. The order information includes the resource value of the target item, the order type, the order status, the processing reason, and the processing period. The order type is determined based on the processing solution requested by the object. For example, if the user requests a return, the order type is determined to be a return type. If the user requests an exchange, the order type is determined to be an exchange type.

[0073] According to embodiments of the present disclosure, the order status is used to represent the processing status of a pending order before it enters the fast processing channel. For example, if the merchant has already approved the user's application before the platform intervenes and the pending order is already in the processing process, the current pending order status can be determined to be processing.

[0074] According to the embodiment of the present disclosure, the processing reason is the reason marked by the user when applying for the processing solution, and the processing period is the processing period for the order to be processed. Figure 4 As shown, the order information 403 in the operation information of the pending order 401 is analyzed according to the order analysis rule 406 to determine the second analysis result 409 .

[0075] According to an embodiment of the present disclosure, during the analysis process, the order analysis rules respectively include analysis rules corresponding to at least one of the resource value, order type, order status, and processing period in the order information. Specifically, the analysis process is performed according to the criteria of each analysis rule. For example, with respect to the order type, it is determined that orders of the exchange type do not meet the analysis rules; with respect to the processing period, it is determined that orders that exceed the processing period do not meet the analysis rules. If the order information does not meet any of the analysis rules in the order analysis rules, it is determined that the second analysis result is that the pending order cannot be processed using the fast processing channel.

[0076] According to an embodiment of the present disclosure, object profile information is obtained for each object in the object dimension. This object profile information includes the remaining number of uses of the fast processing channel and the object's evaluation value. Regarding the number of uses of the fast processing channel, each object can be limited to five uses of the fast processing channel per month. The remaining number of uses is determined based on the object's usage of the fast processing channel in the current month.

[0077] According to the embodiments of the present disclosure, the object evaluation value can be calculated based on the historical operation records of the object on various e-commerce platforms. Specifically, it can be evaluated using a relevant deep learning model, or it can be determined based on a certain indicator of the object. For example, the object evaluation value of a user is determined based on the user's return rate. Figure 4 As shown, the object portrait information 404 of the object of the order to be processed 401 is analyzed according to the object analysis rule 407 to determine the third analysis result 410.

[0078] According to an embodiment of the present disclosure, during the analysis process, the object analysis rules include analysis rules corresponding to the remaining number of uses and the object evaluation value of the quick processing channel in the object portrait information. Specifically, the analysis process is performed based on the limit thresholds of the remaining number of uses and the object evaluation value. For example: objects with a remaining number of uses of 0 or an object evaluation value of less than 60 points are filtered. If the object portrait information does not meet any of the analysis rules in the object analysis rules, it is determined that the third analysis result is that the pending order cannot be processed using the quick processing channel.

[0079] According to an embodiment of the present disclosure, the first, second, and third analysis results are integrated. If all three results indicate that the pending order can be processed using the fast processing channel, the analysis result is determined to be processed using the fast processing channel. If at least one of the three results indicates that the pending order cannot be processed using the fast processing channel, the analysis result is determined to be processed using the normal processing channel.

[0080] According to the embodiments of the present disclosure, by performing multi-dimensional analysis on the orders to be processed, orders can be filtered from multiple aspects, so that processing exceptions and unresolvable order problems will not occur when using the fast processing channel, while improving processing efficiency and effectively ensuring the rationality of order processing.

[0081] According to an embodiment of the present disclosure, a processing plan for an order to be processed is determined based on the type of processing channel and operation information, including: when the type of processing channel is a fast processing channel, determining the item category and resource value of the target item based on the operation information; when it is determined that the item category is a preset category and the resource value is less than a first preset resource value, or when the item category is not a preset category and the resource value is less than or equal to a second preset resource value, determining the processing plan to be a service of only returning resources, wherein the first preset resource value is greater than the second preset resource value; when it is determined that the item category is a preset category and the resource value is greater than or equal to the first preset resource value, or when the item category is not a preset category and the resource value is greater than the second preset resource value, determining the processing plan to be a service of returning resources after the object returns the target item.

[0082] According to an embodiment of the present disclosure, when the processing channel type is the fast processing channel, the target item's item category and resource value are determined based on the operation information. Item categories can be divided into fresh produce and non-fresh produce categories, with fresh produce being a preset category. A service that only returns resources is provided when the item category and resource value meet any of the following criteria:

[0083] (a) Item Category = Fresh Food & Resource Value < 50 (the first preset resource value).

[0084] (b) Item category = non-fresh food & resource value ≤ 20 (second preset resource value).

[0085] According to embodiments of the present disclosure, for non-fresh items with a resource value between 20 and 200, and fresh items with a resource value between 50 and 200, a resource return service is provided after the subject returns the target item. If, after entering the fast-track processing channel, a pending order is determined to have requested a resource return service after returning the target item, the requested processing solution will not be changed, even if the target item meets either of the above rules (a) and (b).

[0086] According to the embodiments of the present disclosure, the multi-dimensional analysis of pending orders involves analyzing the resource values ​​of target items. The specific analysis rule is to filter out orders with resource values ​​greater than 200. Therefore, after analyzing pending orders, all orders entering the fast processing channel have resource values ​​less than 200, and no orders with resource values ​​greater than 200 are processed. Therefore, the fast processing channel's processing solution does not include a solution for items with resource values ​​greater than 200.

[0087] According to the embodiments of the present disclosure, by differentiating between fresh food and non-fresh food, it is more reasonable to determine the processing plan, which can protect the rights and interests of users and improve user experience.

[0088] Figure 5 The flowchart of the interaction method according to another embodiment of the present disclosure is schematically shown.

[0089] like Figure 5 As shown, the method includes operations S510 to S580.

[0090] In operation S510 , intent recognition and content recognition are performed on the text information.

[0091] In operation S520, it is determined whether the subject has negative emotions and the text information includes preset content. If it is determined that the subject has negative emotions and the text information includes preset content, operation S530 is performed.

[0092] In operation S530, it is determined whether the quantity of the object historical order information is greater than a preset quantity. If it is determined that the quantity is greater than the preset quantity, operation S540 is performed. If it is determined that the quantity is less than or equal to the preset quantity, operation S570 is performed.

[0093] According to embodiments of the present disclosure, if the number of historical order information exceeds a preset number, it indicates that the current number of historical order information is relatively large. If all of this information were presented to the user as order selection information, the user experience would be poor, and the user would also have difficulty quickly selecting pending orders within the interactive interface. Therefore, if the number of historical order information exceeds the preset number, it is necessary to filter the historical order information.

[0094] In operation S540 , multiple historical order information of the object is analyzed in multiple dimensions to filter out candidate order information that can be used for fast channel order processing.

[0095] In operation S550, order selection information including a plurality of candidate order information is displayed on the interactive interface.

[0096] In operation S560 , upon receiving the pending order determined by the object according to the order selection information, a processing solution for the pending order is determined based on the operation information of the pending order.

[0097] According to the embodiments of the present disclosure, by screening the candidate order information that can be processed using the fast channel, the order processing is advanced to the fast channel. If, after screening, it is determined that only one candidate order information exists, the corresponding processing solution can be directly determined. If, after screening, multiple candidate order information exists, order selection information is generated. The method for generating order selection information here is the same as the method described above and is not further described here.

[0098] According to an embodiment of the present disclosure, if no alternative order information is obtained after screening, it means that the problem cannot be processed using the fast processing channel at present, so the processing of the order to be processed is terminated and it continues to be processed using the normal processing channel.

[0099] In operation S570 , order selection information is displayed in the interactive interface according to the plurality of historical order information of the object.

[0100] In operation S580 , a processing plan for the order to be processed is determined by performing a multi-dimensional analysis on the order to be processed determined by the object based on the order selection information in the interactive interface.

[0101] According to the embodiments of the present disclosure, to enhance the user experience, the order selection process can be set to three times per day. After a pending order is identified, its order card is displayed on the interactive interface, notifying both the order recipient and the supplier. Setting different order processing flows based on the number of historical order records can enhance the user experience and improve order processing efficiency.

[0102] Figure 6A The following schematically shows an interface diagram of platform intervention according to an embodiment of the present disclosure.

[0103] like Figure 6A As shown, after a multi-dimensional analysis of pending orders, if it is determined that the pending order can be processed using the fast processing channel, a platform intervention card 601 is displayed on the interactive interface. Platform intervention card 601 is used to inquire whether the user agrees to enter the fast processing channel for processing. If the user clicks "Agree" on platform intervention card 601, the corresponding processing plan is determined based on the operation information of the pending order.

[0104] According to the embodiments of the present disclosure, since the fast processing channel has a relatively simple solution, the user may also refuse to use the fast processing channel by clicking the "Reject" option on the platform intervention card 601 in the interactive interface to seek a more targeted solution. By displaying the platform intervention card, the user's consent can be solicited, so that the final solution is more in line with the user's needs.

[0105] According to an embodiment of the present disclosure, the interaction method also includes: determining the number of times the object inputs text information representing negative emotions within a preset time period; if it is determined that the number of inputs is greater than the preset number, refusing to display the order selection information in the interaction interface.

[0106] According to an embodiment of the present disclosure, to improve user experience, the preset number of interactions with an object on the interactive interface in a single day can be set to five. If an object enters text messages indicating negative emotions more than five times in a single day, this indicates that the processing platform initiated processing through the interactive interface in each of the first five instances, but the object did not adopt the action. Therefore, if the number of inputs exceeds the preset number, to avoid displaying duplicate content on the interactive interface, the order selection information will not be displayed.

[0107] Figure 6B The following schematically shows an interface diagram of a reason selection item according to an embodiment of the present disclosure.

[0108] According to an embodiment of the present disclosure, the interaction method also includes: when it is determined that the operation information of the pending order does not include a processing reason, a reason selection item corresponding to the pending order is displayed in the interaction interface; when the processing reason determined by the object based on the reason selection item is received, a corresponding processing plan is executed based on the processing reason.

[0109] According to an embodiment of the present disclosure, the operation information is detected to determine whether there is a processing reason in the operation information. Since the object may not have initiated an order processing application when entering text information, there is no processing reason in the operation information, and the processing reason needs to be re-determined. A reason tab corresponding to the pending order is displayed in the interactive interface, wherein the reason tab includes multiple processing reasons to be selected. The object determines the processing reason by selecting the processing reason in the reason tab in the interactive interface.

[0110] like Figure 6B As shown, after determining that no processing reason exists in the operation information, a reason tab 603 is displayed in the interactive interface. Reason tab 603 includes multiple processing reasons. The user selects a processing reason based on reason tab 603 to obtain processing reason 604 for the pending order. Processing reason 604 for the pending order is processing reason 2 among the multiple processing reasons.

[0111] According to an embodiment of the present disclosure, during the process of determining the processing reason, the processing reason can also be determined by allowing the subject to fill in the information. For example, after determining that the processing reason does not exist in the operation information, an information filling box is output on the interactive interface to allow the user to fill in the processing reason in the information filling box.

[0112] According to an embodiment of the present disclosure, after determining the processing reason, the corresponding processing plan is executed based on the processing reason. If the processing reason is caused by the object itself, the processing plan will not be executed. In the case where there is a processing reason in the operation information, since in the process of multi-dimensional analysis of the orders to be processed, the orders caused by the object itself will be filtered according to the order analysis rules. Therefore, if there is a processing reason in the operation information, it must not be caused by the object itself, and the processing plan can be directly executed. By displaying the reason selection items on the interactive interface and executing the processing plan based on the processing reason, the processing process is made more flexible and efficient.

[0113] Figure 7 The flowchart of judging the cause of processing according to an embodiment of the present disclosure is schematically shown.

[0114] According to an embodiment of the present disclosure, the interaction method also includes: when it is determined that the processing reason is that the resource value of the target item does not match the target item, the order to be processed is sent to the server, so that the server performs a judgment processing on the order to be processed, wherein the judgment processing is used to determine the authenticity of the processing reason; when a judgment result indicating that the resource value matches the target item is received from the server, a rejection item for the rejection of the processing of the order to be processed is displayed in the interactive interface.

[0115] According to an embodiment of the present disclosure, if the processing reason is that the resource value of the target item does not match the target item, the platform cannot directly determine the authenticity of the processing reason, so it is necessary to send the pending order to the server so that the server can judge the processing reason. In the process of analyzing the processing reason, the interaction between the platform processing end, the order middle end and the server end is involved. Among them, the platform processing end is used to analyze the text information input by the object and the pending order, and the order middle end integrates the order data to uniformly manage multiple orders. The server end is the platform customer service end, which is used to manually check related issues.

[0116] like Figure 7 As shown, the method includes operations S710 to S790.

[0117] In operation S710 , it is determined that the processing reason is that the resource value of the target item does not match the target item.

[0118] In operation S720, a judgment process is performed.

[0119] According to the embodiments of the present disclosure, after receiving the processing reason, the server obtains the target item in the pending order and its corresponding resource value. The server's platform customer service will make a judgment based on experience, generate a processing work order, and send the judgment result to the order processing platform. The order processing platform will save the judgment result and provide feedback to the platform processing end.

[0120] In operation S730 , a fast processing channel is entered.

[0121] According to the embodiments of the present disclosure, after receiving the judgment result, the order center will determine whether the pending order is processed using the fast processing channel based on the information of the pending orders stored in the order center. If so, it will enter the fast processing channel and feedback the judgment result to the platform processing end.

[0122] In operation S740, a processing solution is determined according to the judgment result.

[0123] In operation S750, only resources are returned. In operation S760, the target item is returned followed by the resources. In operation S770, the request is rejected.

[0124] According to the embodiments of the present disclosure, upon receiving the judgment result, the platform processing terminal will analyze the judgment result. If the judgment result indicates that the reason for the processing is approved, the initially determined processing plan will be maintained and executed. If the judgment result indicates that the reason for the processing is not approved, the processing plan for the pending order will be rejected and will not be processed.

[0125] In operation S780, the cause is changed.

[0126] In operation S790, the accountability process ends.

[0127] According to an embodiment of the present disclosure, during the judgment and processing of the server, the object may modify the processing reason. If the object modifies the processing reason and the processing reason is no longer that the resource value of the target item does not match the target item, the order middle platform saves the modified processing reason and informs the server at the same time. After receiving the message of the change of the processing reason, the server ends the judgment and processing and closes the corresponding processing work order. By using the server to determine the authenticity of the processing reason, the rationality of the order processing can be guaranteed when executing the processing plan.

[0128] According to an embodiment of the present disclosure, the interaction method also includes: for pending orders whose processing channel is a fast processing channel, determining the processing status of the pending orders on at least one processing node based on the processing progress of the pending orders; and displaying corresponding status items in the interactive interface according to different processing statuses.

[0129] According to the embodiment of the present disclosure, the platform processing end subscribes to the processing progress of pending orders in the order center. Among them, the order center not only integrates the order information, but also integrates the logistics distribution management information. By capturing order, payment and logistics information in real time, real-time information interaction with logistics companies is achieved, which improves the transparency and efficiency of logistics tracking. In addition, the order center can monitor the order status and delivery status in real time, detect abnormal situations in time and handle them, and improve the accuracy and reliability of order delivery.

[0130] Figure 8 The flowchart of displaying the processing status according to an embodiment of the present disclosure is schematically shown.

[0131] As shown in FIG8 , the method includes operations S810 to S870 .

[0132] In operation S810, a processing progress is determined.

[0133] In operation S820, a processing status is determined.

[0134] According to an embodiment of the present disclosure, the order center sends the processing progress of pending orders to the platform processing end, which then determines the processing status of the pending orders on at least one processing node. These processing nodes include solution execution nodes, item return nodes, and resource return nodes.

[0135] In operation S830, it is determined whether the order is processed by the fast processing channel.

[0136] According to the embodiment of the present disclosure, the platform processing end determines whether the order to be processed is an order processed by the fast processing channel. For orders processed by the fast processing channel, since the processing solution is relatively simple, the number of processing statuses displayed on the processing node is also relatively small, and it also avoids pushing a large amount of relevant information to the user, which reduces the user experience. For orders in the ordinary processing channel, since there are a lot of uncertainties in the processing process, each processing node needs to display the corresponding processing status on the interactive interface. For example: the node where communication with the supply object is completed, the node where the supply object agrees to the processing solution, etc.

[0137] In operation S840, corresponding status items are displayed on the interactive interface according to different processing statuses.

[0138] In operation S850, the resource return is successful. In operation S860, the resource return is unsuccessful. In operation S870, the processing information to be filled in is displayed.

[0139] In operation S880, no processing is performed.

[0140] According to an embodiment of the present disclosure, the status items displayed on the interactive interface can be displayed in the form of cards. Specifically, they include the processing status at each processing node, such as whether the resource return is successful. If the user needs to return an item, the item return node will display status items such as scheduled pickup and successful pickup.

[0141] Figure 6C The figure schematically shows an interface diagram of the processing status according to an embodiment of the present disclosure.

[0142] like Figure 6C As shown, if the pending order is determined to be processed in the fast-track processing channel, the processing solution 605 is displayed on the interactive interface to inform the user. Subsequently, during the execution of processing solution 605, the processing status 606 of multiple processing nodes is displayed. For example, as the processing flow progresses, processing status 1 and processing status 2 are displayed respectively. By promptly determining and displaying the processing status, users can easily understand the current order processing status, while also accelerating the progress of order processing and improving order processing efficiency.

[0143] Figure 9A block diagram of a content processing device according to an embodiment of the present disclosure is schematically shown.

[0144] like Figure 9 As shown, the interactive device 900 of this embodiment includes an intention recognition module 910 , a selection generation module 920 and a solution determination module 930 .

[0145] The intention recognition module 910 is used to perform intention recognition and content recognition on the text information input by the object through the interactive interface, and obtain intention recognition results and content recognition results.

[0146] The selection generation module 920 is used to display order selection information in the interactive interface based on multiple historical order information of the object when the intention recognition result indicates that the object has negative emotions and the content recognition result indicates that the text information includes preset content.

[0147] The solution determination module 930 determines a solution for the order to be processed by performing a multi-dimensional analysis on the order to be processed determined by the object in the interactive interface based on the order selection information.

[0148] According to an embodiment of the present disclosure, the intention recognition module 910 includes a regular matching submodule and a logo recognition submodule.

[0149] The regular matching submodule is used to match the keywords extracted from the text information with multiple regular expressions to obtain the intent recognition result, wherein the regular expressions are obtained based on the keywords of negative emotions.

[0150] The identification recognition submodule is used to perform order identification on the text information to obtain a content identification result. If the content identification result indicates that there is no order identification in the text information, it is determined that the text information includes preset content.

[0151] According to an embodiment of the present disclosure, the solution determination module 930 includes an order analysis submodule, a channel determination submodule, and a solution determination submodule.

[0152] The order analysis submodule is used to analyze the pending orders from the item dimension, order dimension and object dimension according to the operation information generated when the target items in the pending orders are operated, and obtain analysis results.

[0153] The channel determination submodule is used to determine the type of processing channel used when processing the pending order based on the analysis result, wherein the types of processing channels include fast processing channels and ordinary processing channels.

[0154] The solution determination submodule is used to determine the processing solution for the order to be processed based on the type of processing channel and operation information.

[0155] According to an embodiment of the present disclosure, the order analysis submodule includes an item matching unit, an order filtering unit, an object analysis unit, and a result determination unit.

[0156] The item matching unit is configured to match the item identifier of the target item with identifiers of multiple negative items in the negative item set to obtain a first analysis result, wherein the negative items in the negative item set are obtained by screening multiple items using item filtering rules corresponding to the fast processing channel.

[0157] An order filtering unit is used to analyze the order information in the operation information according to the order analysis rules corresponding to the fast processing channel to obtain a second analysis result, wherein the order analysis rules respectively include analysis rules corresponding to at least one of the resource value, order type, order status and processing period in the order information.

[0158] The object analysis unit is used to analyze the object portrait information of the object according to the object analysis rules corresponding to the fast processing channel to obtain a third analysis result, wherein the object analysis rules include analysis rules corresponding to the remaining number of uses of the fast processing channel and the object evaluation value in the object portrait information.

[0159] The result determination unit is used to determine the analysis result of the order to be processed according to the first analysis result, the second analysis result and the third analysis result.

[0160] According to an embodiment of the present disclosure, the solution determination submodule includes an operation analysis unit, a first solution unit, and a second solution unit.

[0161] The operation analysis unit is used to determine the item category and resource value of the target item based on the operation information when the type of the processing channel is a fast processing channel.

[0162] The first solution determination unit is used to determine that the processing solution is to provide a service that only returns resources when it is determined that the item category is a preset category and the resource value is less than the first preset resource value, or when the item category is not a preset category and the resource value is less than or equal to the second preset resource value, wherein the first preset resource value is greater than the second preset resource value.

[0163] The second solution determination unit is used to determine that the processing solution is to provide a resource return service after the object returns the target item when it is determined that the item category is a preset category and the resource value is greater than or equal to the first preset resource value, or when the item category is not a preset category and the resource value is greater than the second preset resource value.

[0164] According to an embodiment of the present disclosure, the interactive device 900 includes an order screening module, a screening display module, and a processing determination module.

[0165] The order screening module is used to screen out alternative order information that can be used for order processing in a fast processing channel by performing multi-dimensional analysis on multiple historical order information of the object when it is determined that the number of historical order information is greater than a preset number.

[0166] The screening display module is used to display order selection information including multiple alternative order information on the interactive interface.

[0167] The processing determination module is used to determine a processing plan for the to-be-processed order based on the operation information of the to-be-processed order when receiving the to-be-processed order determined by the object according to the order selection information.

[0168] According to an embodiment of the present disclosure, the interactive device 900 includes a number determination module and a rejection display module.

[0169] The number determination module is used to determine the number of times the subject inputs text information representing negative emotions within a preset time period.

[0170] The display rejection module is used to refuse to display the order selection information in the interactive interface when it is determined that the number of input times is greater than the preset number.

[0171] According to an embodiment of the present disclosure, the interactive device 900 includes a cause display module and a solution execution module.

[0172] The reason display module is used to display the reason selection items corresponding to the pending order in the interactive interface when it is determined that the operation information of the pending order does not include the processing reason.

[0173] The solution execution module is used to execute the corresponding processing solution based on the processing reason when receiving the processing reason determined by the object based on the reason selection item.

[0174] According to an embodiment of the present disclosure, the interactive device 900 includes an order sending module and a processing rejection module.

[0175] The order sending module is used to send the pending order to the server when it is determined that the processing reason is that the resource value of the target item does not match the target item, so that the server can perform a judgment processing on the pending order, wherein the judgment processing is used to determine the authenticity of the processing reason.

[0176] The rejection processing module is used to display the rejection item of the pending order processing in the interactive interface when receiving the judgment result returned by the server, which represents that the resource value matches the target item.

[0177] According to an embodiment of the present disclosure, the interactive device 900 includes a state determination module and a state display module.

[0178] The status determination module is used to determine the processing status of the pending order on at least one processing node according to the processing progress of the pending order, with the processing channel being the fast processing channel.

[0179] The status display module is used to display corresponding status items in the interactive interface according to different processing statuses.

[0180] According to an embodiment of the present disclosure, the present disclosure also provides an electronic device, a readable storage medium, and a computer program product.

[0181] According to an embodiment of the present disclosure, an electronic device includes: at least one processor; and a memory communicatively connected to the at least one processor; wherein the memory stores instructions that can be executed by the at least one processor, and the instructions are executed by the at least one processor to enable the at least one processor to execute the above method.

[0182] According to an embodiment of the present disclosure, a non-transitory computer-readable storage medium storing computer instructions is provided, wherein the computer instructions are used to enable a computer to execute the above method.

[0183] According to an embodiment of the present disclosure, a computer program product includes a computer program, and the computer program implements the above method when executed by a processor.

[0184] Figure 10 A block diagram of an electronic device suitable for implementing an interaction method according to an embodiment of the present disclosure is schematically shown. The electronic device is intended to represent various forms of digital computers, such as laptop computers, desktop computers, workstations, personal digital assistants, servers, blade servers, mainframe computers, and other suitable computers. The electronic device may also represent various forms of mobile devices, such as personal digital assistants, cellular phones, smart phones, wearable devices, and other similar computing devices. The components shown herein, their connections and relationships, and their functions are merely examples and are not intended to limit the implementation of the present disclosure described and / or claimed herein.

[0185] like Figure 10 As shown, device 1000 includes a computing unit 1001, which can perform various appropriate actions and processes according to a computer program stored in a read-only memory (ROM) 1002 or a computer program loaded from a storage unit 1008 into a random access memory (RAM) 1003. RAM 1003 may also store various programs and data required for the operation of device 1000. Computing unit 1001, ROM 1002, and RAM 1003 are connected to each other via a bus 1004. An input / output (I / O) interface 1005 is also connected to bus 1004.

[0186] Various components in device 1000 are connected to I / O interface 1005, including an input unit 1006, such as a keyboard, mouse, etc.; an output unit 1007, such as various types of displays, speakers, etc.; a storage unit 1008, such as a magnetic disk, optical disk, etc.; and a communication unit 1009, such as a network card, modem, wireless communication transceiver, etc. The communication unit 1009 allows device 1000 to exchange information / data with other devices via a computer network such as the Internet and / or various telecommunication networks.

[0187] Computing unit 1001 can be any general-purpose and / or specialized processing component with processing and computing capabilities. Some examples of computing unit 1001 include, but are not limited to, a central processing unit (CPU), a graphics processing unit (GPU), various specialized artificial intelligence (AI) computing chips, various computing units running machine learning model algorithms, a digital signal processor (DSP), and any suitable processor, controller, microcontroller, etc. Computing unit 1001 performs the various methods and processes described above, such as the interaction method. For example, in some embodiments, the interaction method can be implemented as a computer software program tangibly embodied in a machine-readable medium, such as storage unit 1008. In some embodiments, part or all of the computer program can be loaded and / or installed onto device 1000 via ROM 1002 and / or communication unit 1009. When the computer program is loaded into RAM 1003 and executed by computing unit 1001, one or more steps of the interaction method described above can be performed. Alternatively, in other embodiments, computing unit 1001 can be configured to perform the interaction method in any other suitable manner (e.g., via firmware).

[0188] Various embodiments of the systems and techniques described above can be implemented in digital electronic circuit systems, integrated circuit systems, field programmable gate arrays (FPGAs), application specific integrated circuits (ASICs), application specific standard products (ASSPs), system-on-a-chip systems (SOCs), complex programmable logic devices (CPLDs), computer hardware, firmware, software, and / or combinations thereof. These various embodiments can include being implemented in one or more computer programs that are executable and / or interpreted on a programmable system that includes at least one programmable processor, which can be a special purpose or general purpose programmable processor that can receive data and instructions from a storage system, at least one input device, and at least one output device, and transmit data and instructions to the storage system, the at least one input device, and the at least one output device.

[0189] The program code for implementing the method of the present disclosure can be written in any combination of one or more programming languages. These program codes can be provided to a processor or controller of a general-purpose computer, a special-purpose computer, or other programmable data processing device so that when the program code is executed by the processor or controller, the functions / operations specified in the flow chart and / or block diagram are implemented. The program code can be executed entirely on the machine, partially on the machine, as a stand-alone software package, partially on the machine and partially on a remote machine, or entirely on a remote machine or server.

[0190] In the context of the present disclosure, a machine-readable medium may be a tangible medium that may contain or store a program for use by or in conjunction with an instruction execution system, apparatus, or device. A machine-readable medium may be a machine-readable signal medium or a machine-readable storage medium. A machine-readable medium may include, but is not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any suitable combination of the foregoing. More specific examples of machine-readable storage media may include an electrical connection based on 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), optical fibers, a portable compact disk read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing.

[0191] To provide interaction with a user, the systems and techniques described herein can be implemented on a computer having: a display device (e.g., a CRT (cathode ray tube) or LCD (liquid crystal display) monitor) for displaying information to the user; and a keyboard and pointing device (e.g., a mouse or trackball) through which the user can provide input to the computer. Other types of devices can also be used to provide interaction with the user; for example, the feedback provided to the user can be any form of sensory feedback (e.g., visual feedback, auditory feedback, or tactile feedback); and input from the user can be received in any form (including acoustic input, voice input, or tactile input).

[0192] The systems and techniques described herein can be implemented in a computing system that includes back-end components (e.g., as a data server), or a computing system that includes middleware components (e.g., an application server), or a computing system that includes front-end components (e.g., a user computer with a graphical user interface or a web browser through which a user can interact with implementations of the systems and techniques described herein), or a computing system that includes any combination of such back-end components, middleware components, or front-end components. The components of the system can be interconnected by 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), and the Internet.

[0193] A computer system may include a client and a server. The client and server are generally remote from each other and typically interact through a communication network. The client-server relationship arises by virtue of computer programs running on the respective computers and having a client-server relationship to each other. The server may be a cloud server, a server in a distributed system, or a server integrated with a blockchain.

[0194] It should be understood that the various forms of the processes shown above can be used to reorder, add, or delete steps. For example, the steps described in this disclosure can be performed in parallel, sequentially, or in a different order, as long as the desired results of the technical solutions disclosed in this disclosure can be achieved. This is not a limitation herein.

[0195] The above specific embodiments do not constitute a limitation on the scope of protection of this disclosure. Those skilled in the art will appreciate that various modifications, combinations, sub-combinations, and substitutions may be made based on design requirements and other factors. Any modifications, equivalent substitutions, and improvements made within the spirit and principles of this disclosure shall be included within the scope of protection of this disclosure.

Claims

1. An interactive method, comprising: Performing intent recognition and content recognition on the text information input by the subject through the interactive interface, respectively, to obtain intent recognition results and content recognition results; When the intention recognition result indicates that the subject has negative emotions, and the content recognition result indicates that the text information includes preset content, displaying order selection information in the interactive interface based on the subject's multiple historical order information; By performing a multi-dimensional analysis on the pending orders determined by the object on the interactive interface based on the order selection information, a processing plan for the pending orders is determined, including: analyzing the pending orders from the item dimension, order dimension and object dimension according to the operation information generated when the target item in the pending orders is operated, to obtain analysis results; determining the type of processing channel used when processing the pending orders based on the analysis results, wherein the types of processing channels include fast processing channels and ordinary processing channels; and determining the processing plan for the pending orders according to the type of processing channel and the operation information.

2. The method according to claim 1, wherein The performing intention recognition and content recognition on the text information input by the object through the interactive interface to obtain intention recognition results and content recognition results respectively includes: Matching keywords extracted from the text information with a plurality of regular expressions to obtain the intention recognition result, wherein the regular expressions are obtained based on keywords of negative emotions; The text information is subjected to order identification recognition to obtain the content recognition result, wherein, when the content recognition result indicates that the order identifier does not exist in the text information, it is determined that the text information includes the preset content.

3. The method according to claim 1, wherein The step of analyzing the pending order from the item dimension, the order dimension, and the object dimension based on the operation information generated when the target item in the pending order is operated, and obtaining analysis results includes: matching the item identifier of the target item with identifiers of multiple negative items in a negative item set to obtain a first analysis result, wherein the negative items in the negative item set are obtained by screening multiple items using an item filtering rule corresponding to the fast processing channel; analyzing the order information in the operation information according to order analysis rules corresponding to the fast processing channel to obtain a second analysis result, wherein the order analysis rules respectively include analysis rules corresponding to at least one of a resource value, an order type, an order status, and a processing period in the order information; Analyzing the object portrait information of the object according to the object analysis rules corresponding to the fast processing channel to obtain a third analysis result, wherein the object analysis rules include analysis rules corresponding to the remaining number of uses of the fast processing channel and the object evaluation value in the object portrait information; An analysis result of the to-be-processed order is determined according to the first analysis result, the second analysis result, and the third analysis result.

4. The method according to claim 1, wherein Determining a processing plan for the pending order based on the type of the processing channel and the operation information includes: In a case where the type of the processing channel is the fast processing channel, determining the item category and resource value of the target item based on the operation information; If it is determined that the item category is a preset category and the resource value is less than a first preset resource value, or if it is determined that the item category is not a preset category and the resource value is less than or equal to a second preset resource value, determining the processing solution to provide a service of returning only resources, wherein the first preset resource value is greater than the second preset resource value; When it is determined that the item category is a preset category and the resource value is greater than or equal to the first preset resource value, or when the item category is not the preset category and the resource value is greater than the second preset resource value, the processing solution is determined to be to provide a service for returning resources after the object returns the target item.

5. The method according to claim 1, further comprising: When it is determined that the number of the historical order information is greater than a preset number, screening out candidate order information that can be used for order processing on the fast processing channel by performing a multi-dimensional analysis on the multiple historical order information of the object; Displaying order selection information including a plurality of the candidate order information on the interactive interface; Upon receiving the pending order determined by the object according to the order selection information, a processing plan for the pending order is determined based on the operation information of the pending order.

6. The method according to claim 1, further comprising: Determining the number of times the subject inputs text information indicating the presence of the negative emotion within a preset time period; When it is determined that the number of inputs is greater than a preset number, the order selection information is refused to be displayed in the interactive interface.

7. The method according to claim 1, further comprising: If it is determined that the operation information of the pending order does not include a processing reason, displaying a reason selection option corresponding to the pending order in the interactive interface; In case of receiving the processing reason determined by the object based on the reason selection item, a corresponding processing solution is executed based on the processing reason.

8. The method according to claim 7, further comprising: If it is determined that the processing reason is that the resource value of the target item does not match the target item, the pending order is sent to the server, so that the server performs a judgment process on the pending order, wherein the judgment process is used to determine the authenticity of the processing reason; When receiving the judgment result returned by the server, which indicates that the resource value matches the target item, a rejection item for rejecting the processing of the pending order is displayed in the interactive interface.

9. The method according to claim 1, further comprising: For a pending order whose processing channel is the fast processing channel, determining a processing status of the pending order on at least one processing node according to a processing progress of the pending order; According to different processing states, corresponding status items are displayed in the interactive interface.

10. An interactive device comprising: The intention recognition module is used to perform intention recognition and content recognition on the text information input by the object through the interactive interface, and obtain intention recognition results and content recognition results; A selection generation module is configured to display order selection information in the interactive interface based on a plurality of historical order information of the subject, when the intention recognition result indicates that the subject has negative emotions and the content recognition result indicates that the text information includes preset content; a solution determination module, configured to determine a solution for the pending orders by performing a multi-dimensional analysis on the pending orders determined by the object on the interactive interface based on the order selection information; Wherein, the solution determination module includes: An order analysis submodule, configured to analyze the pending order from the item dimension, order dimension, and object dimension, respectively, based on operation information generated when operating a target item in the pending order, to obtain analysis results; a channel determination submodule, configured to determine, based on the analysis result, a type of processing channel to be used when processing the pending order, wherein the types of processing channels include a fast processing channel and a normal processing channel; The solution determination submodule is used to determine a processing solution for the pending order according to the type of the processing channel and the operation information.

11. The device according to claim 10, wherein The intention recognition module includes: a regular matching submodule, configured to match keywords extracted from the text information with a plurality of regular expressions to obtain the intention recognition result, wherein the regular expressions are obtained based on keywords of negative emotions; The identification recognition submodule is configured to perform order identification on the text information to obtain the content identification result, wherein if the content identification result indicates that the order identification does not exist in the text information, it is determined that the text information includes the preset content.

12. The device according to claim 10, wherein The order analysis submodule includes: an item matching unit, configured to match the item identifier of the target item with identifiers of multiple negative items in a negative item set to obtain a first analysis result, wherein the negative items in the negative item set are obtained by screening multiple items using an item filtering rule corresponding to the fast processing channel; an order filtering unit, configured to analyze the order information in the operation information according to order analysis rules corresponding to the fast processing channel to obtain a second analysis result, wherein the order analysis rules respectively include analysis rules corresponding to at least one of a resource value, an order type, an order status, and a processing period in the order information; an object analysis unit, configured to analyze the object portrait information of the object according to an object analysis rule corresponding to the fast processing channel to obtain a third analysis result, wherein the object analysis rule includes analysis rules corresponding to the remaining number of uses of the fast processing channel and the object evaluation value in the object portrait information, respectively; A result determination unit is configured to determine an analysis result of the order to be processed based on the first analysis result, the second analysis result, and the third analysis result.

13. The device according to claim 10, wherein The solution determination submodule includes: an operation analysis unit, configured to determine, when the type of the processing channel is the fast processing channel, an item category and a resource value of the target item based on the operation information; a first solution determining unit, configured to determine, when it is determined that the item category is a preset category and the resource value is less than a first preset resource value, or when it is determined that the item category is not the preset category and the resource value is less than or equal to a second preset resource value, that the processing solution is to provide a service of returning only resources, wherein the first preset resource value is greater than the second preset resource value; The second solution determination unit is used to determine that the processing solution is to provide a service for returning resources after the object returns the target item when it is determined that the item category is a preset category and the resource value is greater than or equal to the first preset resource value, or when the item category is not the preset category and the resource value is greater than the second preset resource value.

14. The apparatus according to claim 10, further comprising: An order screening module, configured to, when it is determined that the number of the historical order information is greater than a preset number, screen out candidate order information that can be used for order processing on the fast processing channel by performing a multi-dimensional analysis on the multiple historical order information of the object; A screening and display module, configured to display order selection information including a plurality of candidate order information on the interactive interface; The processing determination module is used to determine a processing plan for the pending order based on the operation information of the pending order when receiving the pending order determined by the object according to the order selection information.

15. The apparatus according to claim 10, further comprising: A number determination module, configured to determine the number of times the subject inputs text information representing the presence of the negative emotion within a preset time period; The display rejection module is used to refuse to display the order selection information in the interactive interface when it is determined that the number of inputs is greater than a preset number.

16. The apparatus according to claim 10, further comprising: a reason display module, configured to display a reason selection option corresponding to the pending order in the interactive interface when it is determined that the operation information of the pending order does not include a processing reason; The solution execution module is used to execute a corresponding processing solution based on the processing reason when receiving the processing reason determined by the object based on the reason selection item.

17. The apparatus according to claim 16, further comprising: an order sending module, configured to, if it is determined that the processing reason is that the resource value of the target item does not match the target item, send the pending order to a server, so that the server performs a judgment process on the pending order, wherein the judgment process is used to determine the authenticity of the processing reason; The processing rejection module is used to display a rejection item for the processing rejection of the pending order in the interactive interface when receiving the judgment result returned by the server, which indicates that the resource value matches the target item.

18. The apparatus according to claim 10, further comprising: a status determination module, configured to determine, for a pending order whose processing channel is the fast processing channel, a processing status of the pending order on at least one processing node according to a processing progress of the pending order; The status display module is used to display corresponding status items in the interactive interface according to different processing statuses.

19. An electronic device comprising: at least one processor; as well as a memory communicatively connected to the at least one processor; wherein, The memory stores instructions that can be executed by the at least one processor, and the instructions are executed by the at least one processor to enable the at least one processor to perform the method according to any one of claims 1 to 9.

20. A non-transitory computer-readable storage medium storing computer instructions, wherein: The computer instructions are used to cause the computer to execute the method according to any one of claims 1 to 9.

21. A computer program product comprising a computer program, which, when executed by a processor, implements the method according to any one of claims 1 to 9.

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