Service robot control method and related apparatus

Abstract

The application provides a service robot control method and related device, and the method comprises the following steps: detecting a non-business demand of a second service client in the process of a dialogue with a first service client, determining a potential transaction factor under a current task node according to the non-business demand, the first service client and the second service client being clients in a target client group corresponding to a target task flow; generating a derived task flow according to the potential transaction factor, the derived task flow comprising a service task flow and a marketing task flow, the marketing task flow being a task flow in which a target service robot markets in combination with the potential transaction factor; and executing the derived task flow. In this way, the service robot can carry out key marketing based on a potential transaction point mined, avoid ignoring the potential transaction point in the case that the client does not explicitly express a functional demand corresponding to the potential transaction point, and enhance the flexibility and intelligent degree of the service robot in the service process, thereby improving the business transaction rate.

Description

Technical Field

[0001] This application belongs to the field of electronic digital processing technology, specifically relating to a service robot control method and related devices. Background Technology

[0002] Currently, offline service scenarios are experimenting with using service robots to replace human agents and improve service quality. However, in service scenarios where the target customer group is a traditional service robot, while it is engaging in business service with one customer, if another customer from the same group calls the robot to inquire about non-business needs, the traditional service robot cannot analyze the potential sales opportunities based on these non-business needs and provide marketing services accordingly. It easily overlooks potential sales opportunities when the customer hasn't explicitly expressed any specific functional requirements. Therefore, existing service robots still lack the ability to uncover potential sales opportunities based on customers' non-business needs, exhibiting low intelligence and flexibility, thus impacting sales conversion rates. Summary of the Invention

[0003] This application provides a service robot control method and related apparatus, which aims to enable the service robot to discover potential sales opportunities while meeting the non-business needs of the service target, thereby enhancing the flexibility and intelligence of the service robot in the service process and improving the business conversion rate.

[0004] In a first aspect, embodiments of this application provide a service robot control method, applied to a controller of a target service robot, the method comprising:

[0005] During the conversation with the first service customer, a non-business need of the second service customer was detected. Based on the non-business need, potential transaction factors under the current task node were determined. The first service customer and the second service customer are customers in the target customer group corresponding to the target task flow. The target task flow refers to the task flow in which the target service robot provides services for the business needs of the target customer group.

[0006] A derivative task flow is generated based on the potential transaction factors. The derivative task flow includes a service task flow and a marketing task flow. The service task flow refers to the task flow in which the target service robot provides services for the non-business needs of the second service customer. The marketing task flow refers to the task flow in which the target service robot conducts marketing in conjunction with the potential transaction factors.

[0007] Execute the derived task flow.

[0008] As can be seen, in this embodiment of the application, the controller of the target service robot can detect the non-business needs of the second service customer during the dialogue with the first service customer, and determine the potential transaction factors under the current task node based on the non-business needs. The first service customer and the second service customer are customers in the target customer group corresponding to the target task flow. The target task flow refers to the task flow of the target service robot to provide services for the business needs of the target customer group. Then, a derivative task flow is generated and executed based on the potential transaction factors. The derivative task flow includes a service task flow and a marketing task flow. The service task flow refers to the task flow of the target service robot to provide services for the non-business needs of the second service customer, and the marketing task flow refers to the task flow of the target service robot to conduct marketing in combination with the potential transaction factors. In this way, the target service robot can simultaneously receive and detect the non-business needs of the second customer while providing business services to the first customer. Based on these non-business needs, it can determine the potential transaction factors under the current task node, and then generate and execute derivative task flows based on these potential transaction factors. This allows for targeted marketing based on the discovered potential transaction points, avoiding the neglect of potential transaction points when customers have not explicitly expressed their functional needs. This enhances the flexibility and intelligence of the service robot in the service process and improves the business conversion rate.

[0009] In conjunction with the first aspect, in one possible embodiment, before detecting a non-business need of a second service customer during a conversation with a first service customer, the method further includes: invoking a visual perception component to collect facial images of each customer in the target customer group to obtain a target facial image set; and storing the target facial image set.

[0010] It can be seen that the controller can call the visual perception component to collect and store the facial images of each customer in the target customer group, and can mark each customer currently being served to distinguish their identity information, which is beneficial for carrying out subsequent services and improving the flexibility of the service robot in the service process.

[0011] In conjunction with the first aspect, in one possible embodiment, detecting a non-business requirement of a second service customer during a conversation with a first service customer includes: during a conversation with the first service customer via a first data channel, detecting a call request from a user to be identified via a second data channel, the call request indicating the non-business requirement; invoking a visual perception component to acquire a facial image of the user to be identified; detecting that the feature similarity between the facial image of the user to be identified and a target facial image in the target facial image set is greater than a preset similarity, and determining that the user to be identified is a second service customer, wherein the target facial image refers to any other facial image in the target facial image set other than the facial image corresponding to the first service customer.

[0012] It can be seen that the controller can receive external information through the second data channel during the dialogue with the first service customer through the first data channel, and compare the collected face image of the user to be identified with the target face images in the pre-stored target face image set one by one to determine that the received external information is the non-business needs of the second service customer. Then, it can determine the potential transaction factors under the current task node based on the non-business needs, thereby improving the flexibility and intelligence of the service robot when providing services.

[0013] In conjunction with the first aspect, in one possible embodiment, determining the potential transaction factors under the current task node based on the non-business needs includes: determining the potential demand profile of the second service customer based on the non-business needs; obtaining multiple marketing tasks under the current task node; determining target profile features in the potential demand profile, wherein the target profile features refer to profile features in the potential demand profile that are related to the target marketing task among the multiple marketing tasks; and determining potential transaction factors based on the target profile features and the target marketing task.

[0014] As can be seen, the controller can determine the potential demand profile of the second service customer based on non-business needs, and obtain multiple marketing tasks under the current task node. It can then identify target profile features in the potential demand profile that are related to the target marketing tasks, thereby determining potential sales factors. In this way, the controller can uncover potential sales factors under the current task node based on the non-business needs of the second service customer, avoiding the overlooking of potential sales points when the customer has not explicitly expressed their functional requirements. This enhances the flexibility and intelligence of the service robot during the service process.

[0015] In conjunction with the first aspect, in one possible embodiment, generating the derivative task flow based on the potential transaction factors includes: generating the service task flow based on the non-business needs of the second service customer; generating target marketing scripts based on the target profile features and the target marketing task; generating the marketing task flow based on the target marketing scripts; and determining the derivative task flow based on the service task flow and the marketing task flow.

[0016] As can be seen, the controller can generate service task flows based on the non-business needs of the second customer, and simultaneously generate target marketing scripts based on target profile characteristics and target marketing tasks. Based on these scripts, it generates marketing task flows, and further determines derivative task flows. In this way, the service robot can focus its marketing efforts on identified potential sales points, avoiding overlooking potential sales points when customers haven't explicitly expressed their functional needs. This enhances the service robot's flexibility and intelligence during the service process, and improves the business conversion rate.

[0017] In conjunction with the first aspect, in one possible embodiment, generating the target marketing script based on the target profile features and the target marketing task includes: generating a marketing guidance script based on the target profile features and the non-business needs of the second service customer, the marketing guidance script being used to indicate product features associated with the non-business needs of the second service customer; and generating the target marketing script based on the marketing guidance script and the initial marketing script corresponding to the target marketing task.

[0018] As can be seen, the controller can generate marketing prompts based on target profile characteristics and the non-business needs of secondary service customers, and combine them with the initial marketing prompts corresponding to the target marketing task to generate target marketing prompts. In this way, the controller can focus marketing based on the identified potential sales points, enhancing the service robot's flexibility and intelligence during the service process and improving the business conversion rate.

[0019] In conjunction with the first aspect, in one possible embodiment, the service task flow includes a target switching flag, the target switching flag indicating that the service task flow has been completed, and the execution of the derivative task flow includes: executing the service task flow; and when the target switching flag is detected, switching to execute the marketing task flow.

[0020] It can be seen that when the controller executes the derivative task flow, it first executes the service task flow. When the target switching flag is detected, it determines that the service task flow has been completed and switches to execute the marketing task flow, which ensures the smoothness of task flow execution and improves the flexibility and intelligence of the service robot in the service process.

[0021] Secondly, embodiments of this application provide a service robot control device, characterized in that it includes a controller applied to a target service robot, the device comprising:

[0022] The first processing unit is used to detect non-business needs of the second service customer during a dialogue with the first service customer, and determine potential transaction factors under the current task node based on the non-business needs. The first service customer and the second service customer are customers in the target customer group corresponding to the target task flow. The target task flow refers to the task flow in which the target service robot provides services for the business needs of the target customer group.

[0023] The second processing unit is used to generate a derivative task flow based on the potential transaction factors. The derivative task flow includes a service task flow and a marketing task flow. The service task flow refers to the task flow in which the target service robot provides services for the non-business needs of the second service customer. The marketing task flow refers to the task flow in which the target service robot conducts marketing in conjunction with the potential transaction factors.

[0024] The third processing unit is used to execute the derived task flow.

[0025] Thirdly, embodiments of this application provide a controller, including a processor, a memory, and one or more programs, the one or more programs being stored in the memory and configured to be executed by the processor, the programs including instructions for performing the steps in the first aspect of embodiments of this application.

[0026] Fourthly, embodiments of this application provide a computer-readable storage medium having a computer program / instructions stored thereon, which, when executed by a processor, implement the steps in the first aspect of embodiments of this application.

[0027] It is understood that the beneficial effects of the embodiments described in the second to fourth aspects can be referred to the beneficial effects of the method described in the first aspect, and will not be repeated here. Attached Figure Description

[0028] To more clearly illustrate the technical solutions in the embodiments of this application or the prior art, the drawings used in the description of the embodiments or the prior art will be briefly introduced below. Obviously, the drawings described below are only some embodiments of this application. For those skilled in the art, other drawings can be obtained based on these drawings without creative effort.

[0029] Figure 1 This is a structural block diagram of a service robot provided in an embodiment of this application;

[0030] Figure 2This is a flowchart illustrating a service robot control method provided in an embodiment of this application;

[0031] Figure 3 This is a task flow example diagram of a business service provided in an embodiment of this application;

[0032] Figure 4 This is a schematic diagram of a service interaction process provided in an embodiment of this application;

[0033] Figure 5 This is a schematic diagram of another service interaction process provided in an embodiment of this application;

[0034] Figure 6 This is a structural block diagram of a service robot control device provided in an embodiment of this application;

[0035] Figure 7 This is a structural block diagram of another service robot control device provided in the embodiments of this application;

[0036] Figure 8 This is a structural block diagram of a controller provided in an embodiment of this application. Detailed Implementation

[0037] To enable those skilled in the art to better understand the present application, the technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the accompanying drawings. Obviously, the described embodiments are only some embodiments of the present application, and not all embodiments. Based on the embodiments in the present application, all other embodiments obtained by those of ordinary skill in the art without creative effort are within the scope of protection of the present application.

[0038] The terms "first," "second," etc., in the specification, claims, and accompanying drawings of this application are used to distinguish different objects, not to describe a specific order. Furthermore, the terms "comprising" and "having," and any variations thereof, are intended to cover non-exclusive inclusion. For example, a process, method, system, product, or apparatus that includes a series of steps or units is not limited to the listed steps or units, but may optionally include steps or units not listed, or may optionally include other steps or units inherent to these processes, methods, products, or apparatuses.

[0039] In this document, the term "embodiment" means that a particular feature, structure, or characteristic described in connection with an embodiment may be included in at least one embodiment of this application. The appearance of this phrase in various places throughout the specification does not necessarily refer to the same embodiment, nor is it a separate or alternative embodiment mutually exclusive with other embodiments. It will be explicitly and implicitly understood by those skilled in the art that the embodiments described herein can be combined with other embodiments.

[0040] Please see Figure 1 , Figure 1 This is a structural block diagram of a service robot provided in an embodiment of this application. Figure 1 As shown, the service robot 10 includes a controller 11, a sensing component 12, and a motion component 13. The controller 11 is built into the service robot 10, and can be located in the head or chest; the installation location is not uniquely limited. The sensing component 12 includes various sensor devices mounted on the service robot 10, such as a visual perception component and a force feedback sensor. For example, the visual perception component can be mounted on the face of the service robot 10 to collect image information about the facing direction, and the force feedback sensor can be mounted on the dexterous hand to provide real-time feedback on the grasping force. The motion component 13 includes a robotic arm and robotic legs, and is connected to the torso of the service robot 10 and controlled by the controller 11. Multiple service robots in the same offline service scenario can establish communication connections with each other. Each service robot can also establish communication connections with an IoT server and / or smart devices set up in the offline service scenario to perform data interaction, implement command allocation, and manage resources. The intelligent devices involved in offline service scenarios can include intelligent robotic arms at service counters. For example, a service robot can issue instructions to the intelligent robotic arm to prepare drinks at the service counter. In particular, when the offline service scenario is a vehicle sales service scenario, the intelligent devices can also include in-vehicle infotainment systems that display the vehicle. Service robots can remotely control the in-vehicle infotainment system through data interaction with it to demonstrate functions in conjunction with business services, further improving the flexibility of the service process.

[0041] The following describes a service robot control method provided by an embodiment of this application.

[0042] Please see Figure 2 , Figure 2 This is a flowchart illustrating a service robot control method provided in an embodiment of this application, applicable to, for example... Figure 1 In the controller 11 shown, as Figure 2 As shown, the method includes:

[0043] S201, during the dialogue with the first service customer, a non-business need of the second service customer is detected, and potential transaction factors under the current task node are determined based on the non-business need.

[0044] In this embodiment, the first service customer and the second service customer are customers within the target customer group corresponding to the target task flow. The service robot serves a target customer group comprising multiple customers, meaning that each customer in the target customer group has the same business needs. For example, in a vehicle sales service scenario, if a family of three inquires about test drive services, the target customer group includes three customers, and all three customers' business needs are test drive services.

[0045] The target task flow refers to the task flow by which the target service robot provides services to the business needs of the target customer group. In this embodiment, the task flow specifically refers to a process with multiple task nodes pre-created by the controller. In specific application scenarios, each business need of the customer corresponds to a set of business services, and each business service has a corresponding business process from the service provider's perspective. The controller can create multiple task nodes based on the corresponding business process, thereby generating a task flow that corresponds one-to-one with the business service. For example... Figure 3 As shown, taking an offline vehicle sales service scenario as an example, the business services include various service tasks such as vehicle test ride service 31, vehicle test drive service 32, car purchase consultation service 33, and financial insurance service 34. Specifically, taking vehicle test ride service 31 as an example, its corresponding complete task flow can include multiple task nodes such as reception 311, pre-contact communication 312, exterior configuration introduction 313, boarding guidance 314, and interior configuration introduction 315. There are switching features between each task node. Furthermore, each task node can include multiple marketing tasks. Marketing tasks mainly refer to tasks that increase the conversion rate through marketing by introducing functions, demonstrating functions, and introducing discounts. Taking the interior configuration introduction 315 task node as an example, the interior configuration introduction 315 task node specifically includes: first marketing task 3151, second marketing task 3152, etc., where the first marketing task 3151 can be, for example, a marketing task related to a car refrigerator, and the second marketing task 3152 can be, for example, a marketing task related to a car water dispenser.

[0046] The non-business-related needs mentioned above refer to needs unrelated to business operations in offline service scenarios, such as needing cold drinks, needing hot water, or asking for directions to the restroom. In actual service, customers' non-business-related needs are often random, and some of these needs can reflect customer preferences. If factors that align with customer preferences at the current task node can be identified from random events and targeted marketing can be implemented, these could become potential points of business conversion, increasing the conversion rate.

[0047] S202, Generate a derivative task flow based on the potential transaction factors.

[0048] The derived task flow includes a service task flow and a marketing task flow. The service task flow refers to the task flow in which the target service robot provides services for the non-business needs of the second service customer. The marketing task flow refers to the task flow in which the target service robot conducts marketing in conjunction with the potential transaction factors.

[0049] S203, execute the derived task flow.

[0050] In this scenario, the service robot's front-end representation facing the user can only be directed to a single customer at any given time. This front-end representation could be, for example, a dialogue or an action, to avoid communication confusion. When the controller needs to execute multiple task flows, and each task node in multiple flow needs to provide a front-end representation to its respective customer at the same time, the controller will control the service robot to select the task flow with higher priority for execution according to the task flow priority. For example, in this example, if the target task flow requires the target service robot to engage in dialogue with the first customer, while the derivative task flow requires the target service robot to engage in dialogue with the second customer, the controller will control the flow according to its priority. For instance, if the priority of the derivative task flow is higher than that of the target task flow, the target service robot will switch to executing the derivative task flow.

[0051] For example, assuming the second service customer's non-business need is to drink iced cola, the service task flow in the derived task flow includes the process of making iced cola. If the smart devices involved in the current offline service scenario cannot assist in making iced cola, for example, excluding the smart robotic arm at the service counter, then... Figure 4 As shown, the service task flow can specifically include: the target service robot outputting a first preset message to the second service customer, which could be "Prepare to go to the service counter to make an iced cola, it will be delivered to you shortly," and going to the service counter to make the target item and transferring it to the second service customer, wherein the target item is an iced cola. In this scenario, the entire service task flow is a user-facing front-end representation. At this time, the target service robot needs to interrupt the target task flow and switch to executing the derivative task flow.

[0052] In particular, if the target service robot is in dialogue with the first service customer, i.e., executing the target task flow, and the derivative task flow does not need to perform front-end representation for the second service customer at the current time point, then the target task flow and the derivative task flow can be executed in parallel.

[0053] For example, assuming the second service customer's non-business need is to drink iced cola, the service task flow in the derived task flow includes the process of making iced cola. If the smart devices involved in the current offline service scenario include the smart robotic arm at the service counter, then as follows... Figure 5As shown, the service task flow can specifically include: the target service robot sending an instruction to the intelligent robotic arm to make iced cola, and outputting a second preset message to the second customer. The second preset message could be "Iced cola is being made, it will be delivered to you shortly." The process of the target service robot sending the instruction to the intelligent robotic arm is a data interaction on the device side, not a front-end representation to the user. Therefore, this part of the task flow can be executed in parallel with the target task flow, meaning the target service robot can still communicate with the first customer during this time. The process of outputting the preset message to the second customer is a front-end representation to the user. At this point, the target service robot needs to interrupt the target task flow and continue executing the derivative task flow to output the preset message to the second customer. Then, the controller continuously monitors the robotic arm's completion signal to detect whether the iced cola is ready. This process is still a data interaction on the device side, at which point the target service robot can resume executing the target task flow and continue communicating with the first customer. When the controller detects the completion signal of the robotic arm, the target service robot needs to go to the service counter to pick up the target item and transfer it to the second customer. The target item is iced cola. This process belongs to the front-end representation facing the user. At this time, the target service robot needs to interrupt the target task flow and continue to execute the derivative task flow.

[0054] Understandably, if the controller detects that the target service robot is still in a conversation with the first customer before interrupting the target task flow, the controller will interrupt the target task flow only after the current conversation ends, in order to avoid interrupting the conversation and affecting the service experience. The current conversation state includes whether the target service robot is in a listening state or a speech output state.

[0055] As can be seen, in this embodiment of the application, the controller of the target service robot can detect the non-business needs of the second service customer during the dialogue with the first service customer, and determine the potential transaction factors under the current task node based on the non-business needs. The first service customer and the second service customer are customers in the target customer group corresponding to the target task flow. The target task flow refers to the task flow of the target service robot to provide services for the business needs of the target customer group. Then, a derivative task flow is generated and executed based on the potential transaction factors. The derivative task flow includes a service task flow and a marketing task flow. The service task flow refers to the task flow of the target service robot to provide services for the non-business needs of the second service customer, and the marketing task flow refers to the task flow of the target service robot to conduct marketing in combination with the potential transaction factors. In this way, the target service robot can simultaneously receive and detect the non-business needs of the second customer while providing business services to the first customer. Based on these non-business needs, it can determine the potential transaction factors under the current task node, and then generate and execute derivative task flows based on these potential transaction factors. This allows for targeted marketing based on the discovered potential transaction points, avoiding the neglect of potential transaction points when customers have not explicitly expressed their functional needs. This enhances the flexibility and intelligence of the service robot in the service process and improves the business conversion rate.

[0056] In one possible example, before detecting a non-business need of a second service customer during a conversation with a first service customer, the method further includes: invoking a visual perception component to acquire a facial image of each customer in the target customer group to obtain a target facial image set; and storing the target facial image set.

[0057] The controller can automatically invoke the visual perception component to collect facial images of each user when they enter an offline service scenario. This allows for advance information lookup and analysis to determine if the user is a customer with an appointment for the day, thereby improving service efficiency. After determining the target task flow, the controller further identifies the target customer group based on user behavior characteristics, language characteristics, and dialogue. It then re-collects facial images of the corresponding customers to obtain a target facial image set, thereby marking multiple customers currently being served for identity verification.

[0058] As can be seen in this example, the controller can call the visual perception component to collect and store the facial images of each customer in the target customer group, and can mark each customer currently being served to distinguish their identity information, which is beneficial for carrying out subsequent services and improving the flexibility of the service robot in the service process.

[0059] In one possible example, detecting a non-business request from a second service customer during a conversation with a first service customer includes: during a conversation with the first service customer via a first data channel, detecting a call request from a user to be identified via a second data channel, the call request indicating the non-business request; invoking a visual perception component to acquire a facial image of the user to be identified; detecting that the feature similarity between the facial image of the user to be identified and a target facial image in the target facial image set is greater than a preset similarity, and determining that the user to be identified is a second service customer, wherein the target facial image refers to any other facial image in the target facial image set other than the facial image corresponding to the first service customer.

[0060] In this embodiment, the controller of the target service robot can simultaneously receive and process multiple input data streams based on full-duplex communication technology. Specifically, the controller can receive and process data information from a first service client through a first data channel to execute the target task flow and achieve dialogue with the first service client. Simultaneously, it can receive external information through a second data channel to detect in real time whether the external information pertains to non-business-related needs of a second service client. It is understood that the process of receiving and detecting external information through the second data channel is not part of the user-facing front-end representation described in the above embodiments; therefore, the controller does not need to interrupt the execution of the target task flow during this process, i.e., it is a parallel processing process.

[0061] In this example, the call request from the user to be identified directly contains a non-business requirement, such as "I want an iced cola." The controller can then directly determine that the user's non-business requirement is "iced cola" through basic data processing such as intent recognition and semantic understanding. Further, the controller invokes a visual perception component to acquire the user's facial image and compares it one by one with each target facial image in a pre-stored set of target facial images. It calculates feature similarity and compares this similarity with a preset similarity score to determine the second service customer. It is understood that the target facial image used for comparison calculation refers to any facial image other than the one corresponding to the first service customer.

[0062] As can be seen in this example, the controller can receive external information through the second data channel while communicating with the first service customer through the first data channel. It can also compare the collected face image of the user to be identified with the target face images in the pre-stored target face image set to determine that the received external information is a non-business requirement of the second service customer. Based on this non-business requirement, the controller can determine the potential transaction factors under the current task node, thereby improving the flexibility and intelligence of the service robot when providing services.

[0063] In one possible example, determining the potential transaction factors under the current task node based on the non-business needs includes: determining the potential demand profile of the second service customer based on the non-business needs; obtaining multiple marketing tasks under the current task node; determining the target profile features in the potential demand profile, wherein the target profile features refer to the profile features in the potential demand profile that are related to the target marketing task among the multiple marketing tasks; and determining the potential transaction factors based on the target profile features and the target marketing task.

[0064] The potential demand profile of the second service customer refers to a persona composed of demand features obtained after analyzing and breaking down the non-business needs of the second service customer. For example, if the non-business need of the second service customer is "iced cola," the controller can determine that the potential profile features corresponding to this non-business need are "cold drinks" and "cola." These potential profile features together constitute the potential demand profile of the second service customer. Based on this, if the current task node is the in-vehicle configuration introduction task node, the controller further obtains multiple marketing tasks under the in-vehicle configuration introduction task node, such as marketing tasks related to car refrigerators, marketing tasks related to car water dispensers, etc. Further, the controller performs correlation tests on the multiple potential profile features in the potential demand profile and the marketing tasks respectively to determine the target marketing tasks and target profile features with correlation. For example, the marketing task related to car refrigerators includes a functional introduction to car refrigerators, and the function of car refrigerators includes making cold drinks. This can be correlated with the potential profile feature "cold drinks," thereby determining that the target profile feature is "cold drinks" and the target marketing task is the marketing task related to car refrigerators. For example, if the non-business need of the second customer is "needing hot water", the controller can determine that the potential profile feature corresponding to the non-business need is "hot water", and then determine that the marketing task related to the potential profile feature "hot water" is a marketing task related to the in-vehicle water dispenser.

[0065] As can be seen in this example, the controller can determine the potential demand profile of the second service customer based on non-business needs, obtain multiple marketing tasks under the current task node, and then identify target profile features in the potential demand profile that are related to the target marketing tasks, thereby determining potential transaction factors. In this way, the controller can uncover potential transaction factors under the current task node based on the non-business needs of the second service customer, avoiding the oversight of potential transaction points when the customer has not explicitly expressed the functional requirements corresponding to those potential transaction points. This enhances the flexibility and intelligence of the service robot during the service process.

[0066] In one possible example, generating the derivative task flow based on the potential transaction factors includes: generating the service task flow based on the non-business needs of the second service customer; generating target marketing scripts based on the target profile features and the target marketing task; generating the marketing task flow based on the target marketing scripts; and determining the derivative task flow based on the service task flow and the marketing task flow.

[0067] The derived task flow consists of service task flow and marketing task flow. Different non-business needs correspond to different service task flows, and the same non-business need may also correspond to different service task flows in different offline service scenarios. For example, there may be an offline service scenario with robotic arm assistance in making cold drinks and an offline service scenario without robotic arm assistance in making cold drinks. In this embodiment, the marketing task flow refers to the task flow in which the target service robot conducts marketing in conjunction with the potential transaction factors. That is, the marketing task flow is a more targeted task flow obtained by the controller combining the target profile features with the task flow corresponding to the target marketing task in the target task flow. Specifically, the controller generates target marketing scripts based on the target profile features and the target marketing task, and then generates the marketing task flow based on the target marketing scripts.

[0068] As can be seen in this example, the controller can generate service task flows based on the non-business needs of the second customer, and simultaneously generate target marketing scripts based on target profile characteristics and target marketing tasks. Based on these scripts, a marketing task flow is generated, which in turn determines the derivative task flow. In this way, the service robot can focus its marketing efforts on identified potential sales points, avoiding overlooking potential sales points when customers haven't explicitly expressed their functional needs. This enhances the service robot's flexibility and intelligence during the service process, and improves the business conversion rate.

[0069] In one possible example, generating the target marketing script based on the target profile features and the target marketing task includes: generating a marketing guidance script based on the target profile features and the non-business needs of the second service customer, the marketing guidance script being used to indicate product features associated with the non-business needs of the second service customer; and generating the target marketing script based on the marketing guidance script and the initial marketing script corresponding to the target marketing task.

[0070] The step of generating marketing guidance scripts based on the target profile characteristics and the non-business needs of the second service customer includes: generating marketing guidance scripts based on a pre-stored marketing guidance script template, the target profile characteristics, and the non-business needs of the second service customer. For example, if the non-business need of the second service customer is "ice-cold cola" and the target profile characteristic is "cold drinks," then the marketing guidance script could be: "Here's your ice-cold cola, please hold on tight. If you want to enjoy a cold drink while traveling, this car refrigerator might meet your needs."

[0071] The target marketing task is originally a marketing task under the current task node in the target task flow, and it corresponds to an initial marketing script. For example, taking a marketing task related to a car refrigerator as an example, the initial marketing script includes a connecting script and a functional marketing script. The connecting script is used to introduce the marketing strategy related to the car refrigerator, such as "Next, we will introduce another highlight feature: the car refrigerator." The functional marketing script includes an introduction to the car refrigerator's hardware information, software functions, and promotional offers. Generating the target marketing script based on the marketing guidance script and the initial marketing script corresponding to the target marketing task includes combining the marketing guidance script and the functional marketing script in the initial marketing script to generate the target marketing script.

[0072] As can be seen in this example, the controller can generate marketing prompts based on target profile characteristics and the non-business needs of the second-tier customer, and combine them with the initial marketing prompts corresponding to the target marketing task to generate the target marketing prompts. In this way, the controller can focus marketing based on the identified potential sales points, enhancing the service robot's flexibility and intelligence during the service process and improving the business conversion rate.

[0073] In one possible example, the service task flow includes a target switching flag, which indicates that the service task flow has been completed. Executing the derived task flow includes: executing the service task flow; and switching to execute the marketing task flow when the target switching flag is detected.

[0074] For example, taking a non-business-related need of the second customer as drinking iced cola, the detection of the target switching flag can specifically be achieved by: real-time detection of the gripping force using a force feedback sensor on the dexterous hand; when the gripping force reaches a preset force that indicates the second customer has firmly grasped the cup, the target switching flag is determined to have been detected. At this point, the marketing task flow is switched to focus on marketing related to the in-vehicle refrigerator.

[0075] In terms of specific marketing implementation, service robots can establish communication connections with the vehicle's infotainment system, thereby remotely controlling functions such as the pop-up, start-up, and mode adjustment of the in-vehicle refrigerator. Combined with marketing scripts, this allows for a clearer introduction to the refrigerator's functions. Simultaneously, the refrigerator's configuration and promotional information can be displayed on the vehicle's central control screen.

[0076] After the marketing task flow is completed, the derivative task flow is determined to be completed, at which point the controller switches to the target task flow. It is understood that since the marketing task flow is obtained by reproducing the task flow corresponding to the target marketing task in the target task flow, the controller will delete the corresponding part of the task flow in the target task flow after the derivative task flow is completed to avoid duplicate marketing.

[0077] As can be seen in this example, when executing the derivative task flow, the controller first executes the service task flow. When the target switching flag is detected, it determines that the service task flow has been completed and switches to execute the marketing task flow, which ensures the smoothness of task flow execution and improves the flexibility and intelligence of the service robot in the service process.

[0078] For embodiments consistent with those shown above, please refer to... Figure 6 , Figure 6 This is a structural block diagram of a service robot control device provided in an embodiment of this application. The service robot control device is applied to, for example... Figure 1 In the controller 11 shown, the service robot control device 60 includes: a first processing unit 601, used to detect non-business needs of a second service customer during a dialogue with a first service customer, and determine potential transaction factors under the current task node based on the non-business needs, wherein the first service customer and the second service customer are customers in the target customer group corresponding to the target task flow, and the target task flow refers to the task flow in which the target service robot provides services for the business needs of the target customer group; a second processing unit 602, used to generate a derivative task flow based on the potential transaction factors, wherein the derivative task flow includes a service task flow and a marketing task flow, wherein the service task flow refers to the task flow in which the target service robot provides services for the non-business needs of the second service customer, and the marketing task flow refers to the task flow in which the target service robot conducts marketing in conjunction with the potential transaction factors; and a third processing unit 603, used to execute the derivative task flow.

[0079] In one possible example, before detecting a non-business need of a second service customer during a conversation with the first service customer, the service robot control device 60 is further configured to: invoke a visual perception component to collect facial images of each customer in the target customer group to obtain a target facial image set; and store the target facial image set.

[0080] In one possible example, regarding the detection of a non-business request from a second service customer during a conversation with a first service customer, the first processing unit 601 is specifically configured to: detect a call request from a user to be identified via a second data channel during a conversation with the first service customer via a first data channel, the call request indicating the non-business request; invoke a visual perception component to acquire a facial image of the user to be identified; detect that the feature similarity between the facial image of the user to be identified and a target facial image in the target facial image set is greater than a preset similarity, and determine that the user to be identified is a second service customer, wherein the target facial image refers to any other facial image in the target facial image set other than the facial image corresponding to the first service customer.

[0081] In one possible example, regarding the determination of potential transaction factors under the current task node based on the non-business needs, the first processing unit 601 is specifically configured to: determine the potential demand profile of the second service customer based on the non-business needs; obtain multiple marketing tasks under the current task node; determine target profile features in the potential demand profile, wherein the target profile features refer to profile features in the potential demand profile that are related to the target marketing task among the multiple marketing tasks; and determine potential transaction factors based on the target profile features and the target marketing task.

[0082] In one possible example, in generating the derivative task flow based on the potential transaction factors, the second processing unit 602 is specifically configured to: generate the service task flow based on the non-business needs of the second service customer; generate target marketing scripts based on the target profile features and the target marketing tasks; generate the marketing task flow based on the target marketing scripts; and determine the derivative task flow based on the service task flow and the marketing task flow.

[0083] In one possible example, in generating the target marketing script based on the target profile features and the target marketing task, the second processing unit 602 is specifically configured to: generate a marketing guidance script based on the target profile features and the non-business needs of the second service customer, the marketing guidance script being used to indicate product features associated with the non-business needs of the second service customer; and generate the target marketing script based on the marketing guidance script and the initial marketing script corresponding to the target marketing task.

[0084] In one possible example, the service task flow includes a target switching flag, which indicates that the service task flow has been completed. In terms of executing the derivative task flow, the third processing unit 603 is specifically configured to: execute the service task flow; and when the target switching flag is detected, switch to executing the marketing task flow.

[0085] It is understood that since the method embodiments and the device embodiments are different presentations of the same technical concept, the content of the method embodiment section in this application should be adapted to the device embodiment section in a synchronous manner, and will not be repeated here.

[0086] When using integrated units, such as Figure 7 As shown, Figure 7 This is a structural block diagram of another service robot control device provided in the embodiments of this application. Figure 7 The service robot control device 60 includes a processing module 62 and a communication module 61. The processing module 62 controls and manages the actions of the service robot control device, for example, executing the steps of the first processing unit 601, the second processing unit 602, and the third processing unit 603, and / or performing other processes of the technology described herein. The communication module 61 supports interaction between the service robot control device and other devices. Figure 6 As shown, the service robot control device may also include a storage module 63, which is used to store the program code and data of the service robot control device.

[0087] All relevant content in each scenario involved in the above method embodiments can be referenced from the functional descriptions of the corresponding functional modules, and will not be repeated here. The service robot control device 60 described above can execute the above... Figure 2 The service robot control method shown.

[0088] Based on the description of the above method and device embodiments, please refer to... Figure 8 , Figure 8 This is a schematic diagram of the structure of a controller provided in an embodiment of this application. Figure 8 The controller 800 shown includes a memory 801, a processor 802, a communication interface 803, and a bus 804. The memory 801, processor 802, and communication interface 803 are interconnected via the bus 804.

[0089] The memory 801 can be a read-only memory (ROM), a static storage device, a dynamic storage device, or a random access memory (RAM).

[0090] The memory 801 can store programs. When the program stored in the memory 801 is executed by the processor 802, the processor 802 and the communication interface 803 are used to execute the various steps of the service robot control method of the embodiments of this application.

[0091] The processor 802 may be a general-purpose central processing unit (CPU), microprocessor, application specific integrated circuit (ASIC), graphics processing unit (GPU), or one or more integrated circuits, used to execute relevant programs to achieve the functions required by the units in the controller 800 of this application embodiment, or to execute the service robot control method of this application method embodiment.

[0092] The processor 802 can also be an integrated circuit chip with signal processing capabilities. In implementation, each step of the service robot control method of this application can be completed by the integrated logic circuits in the hardware of the processor 802 or by instructions in software form. The processor 802 can also be a general-purpose processor, a digital signal processor (DSP), an application-specific integrated circuit (ASIC), a field-programmable gate array (FPGA), or other programmable logic devices, discrete gate or transistor logic devices, or discrete hardware components. It can implement or execute the methods, steps, and logic block diagrams disclosed in the embodiments of this application. The general-purpose processor can be a microprocessor or any conventional processor. The steps of the methods disclosed in the embodiments of this application can be directly embodied in the execution of a hardware decoding processor, or executed by a combination of hardware and software modules in the decoding processor. The software modules can be located in random access memory, flash memory, read-only memory, programmable read-only memory, electrically erasable programmable memory, registers, or other mature storage media in the art. The storage medium is located in the memory 801. The processor 802 reads the information in the memory 801 and, in conjunction with its hardware, performs the functions required by the units included in the controller 800 of this application embodiment, or executes the service robot control method of the method embodiment of this application.

[0093] The communication interface 803 uses transceiver devices, such as, but not limited to, transceivers, to enable communication between the controller 800 and other devices or communication networks. For example, data can be acquired through the communication interface 803.

[0094] Bus 804 may include a pathway for transmitting information between various components of controller 800 (e.g., memory 801, processor 802, communication interface 803).

[0095] It should be noted that, although Figure 8 The controller 800 shown only includes a memory 801, a processor 802, and a communication interface 803. However, those skilled in the art should understand that in specific implementations, the controller 800 may also include other devices necessary for normal operation. Furthermore, depending on specific needs, those skilled in the art should understand that the controller 800 may also include hardware devices for implementing other additional functions. Moreover, those skilled in the art should understand that the controller 800 may only include the devices necessary for implementing the embodiments of this application, and may not necessarily include... Figure 8 All the devices shown.

[0096] This application also provides a computer storage medium storing a computer program / instructions thereon, which, when executed by a processor, implements some or all of the steps of any of the methods described in the above method embodiments.

[0097] This application also provides a computer-readable storage medium storing instructions that, when executed on a computer or processor, cause the computer or processor to perform one or more steps of any of the above methods.

[0098] This application also provides a computer program product containing instructions. When the computer program product is run on a computer or processor, it causes the computer or processor to perform one or more steps in the above embodiments.

[0099] Those skilled in the art will appreciate that the functionality described in conjunction with the various illustrative logic blocks, modules, and algorithmic steps disclosed herein can be implemented in hardware, software, firmware, or any combination thereof. If implemented in software, the functionality described by the various illustrative logic blocks, modules, and steps can be stored or transmitted as one or more instructions or codes on a computer-readable medium and executed by a hardware-based processing unit. The computer-readable medium may comprise a computer-readable storage medium, which corresponds to a tangible medium, such as a data storage medium, or a communication medium that includes any medium facilitating the transfer of a computer program from one place to another (e.g., based on a communication protocol). In this way, the computer-readable medium may substantially correspond to (1) a non-transitory tangible computer-readable storage medium, or (2) a communication medium, such as a signal or carrier wave. The data storage medium may be any available medium accessible by one or more computers or one or more processors to retrieve instructions, code, and / or data structures for implementing the techniques described in this application. A computer program product may comprise a computer-readable medium.

[0100] By way of example and not limitation, such computer-readable storage media may include RAM, ROM, EEPROM, CD-ROM or other optical disc storage devices, magnetic disk storage devices or other magnetic storage devices, flash memory, or any other media that can be used to store desired program code in the form of instructions or data structures and is accessible by a computer. Furthermore, any connection is properly referred to as computer-readable media. For example, if instructions are transmitted from a website, server, or other remote source using coaxial cable, fiber optic cable, twisted pair, digital subscriber line (DSL), or wireless technologies such as infrared, radio, and microwave, then coaxial cable, fiber optic cable, twisted pair, DSL, or wireless technologies such as infrared, radio, and microwave are included in the definition of media. However, it should be understood that the computer-readable storage media and data storage media do not include connections, carrier waves, signals, or other temporary media, but are specifically directed to non-temporary tangible storage media. Magnetic and optical discs include compact optical discs, laser optical discs, optical discs, digital versatile optical discs, and Blu-ray discs, where magnetic discs typically reproduce data magnetically, while optical discs reproduce data optically using lasers. Combinations of the above should also be included within the scope of computer-readable media.

[0101] Instructions can be executed by one or more processors, such as digital signal processors (DSPs), general-purpose microprocessors, application-specific integrated circuits (ASICs), field-programmable arrays (FPGAs), or other equivalent integrated or discrete logic circuits. Therefore, the term "processor" as used herein can refer to any of the foregoing structures or any other structures suitable for implementing the techniques described herein. Furthermore, in some aspects, the functionality described in the various illustrative logic blocks, modules, and steps described herein can be provided within dedicated hardware and / or software modules configured for encoding and decoding, or incorporated into combined codecs. Moreover, the techniques can be fully implemented within one or more circuit or logic elements.

[0102] The technology of this application can be implemented in a wide variety of devices or apparatuses, including wireless handheld devices, integrated circuits (ICs), or a set of ICs (e.g., chipsets). The various components, modules, or units described in this application are intended to emphasize functional aspects of the apparatus for performing the disclosed technology, but do not necessarily need to be implemented by different hardware units. In fact, as described above, the various units can be combined with suitable software and / or firmware within coded hardware units, or provided via interoperable hardware units (containing one or more processors as described above).

[0103] Those skilled in the art will clearly understand that, for the sake of convenience and brevity, the specific working processes of the systems, devices, and units described above can be referred to the specific descriptions of the corresponding steps in the foregoing method embodiments, and will not be repeated here.

[0104] In the description of this application, unless otherwise stated, " / " indicates that the objects before and after it are in an "or" relationship. For example, A / B can represent A or B; where A and B can be singular or plural. Furthermore, in the description of this application, unless otherwise stated, "multiple" refers to two or more. "At least one of the following" or similar expressions refer to any combination of these items, including any combination of single or plural items. For example, at least one of a, b, or c can represent: a, b, c, ab, ac, bc, or abc, where a, b, and c can be single or multiple. Additionally, to facilitate a clear description of the technical solutions of the embodiments of this application, the terms "first" and "second" are used in the embodiments of this application to distinguish identical or similar items with substantially the same function and effect. Those skilled in the art will understand that the terms "first" and "second" do not limit the quantity or execution order, and the terms "first" and "second" do not necessarily imply difference. In this application, the terms "exemplary" or "for example" are used to indicate that something is an example, illustration, or description. Any embodiment or design described as "exemplary" or "for example" in this application should not be construed as being better or more advantageous than other embodiments or designs. Specifically, the use of terms such as "exemplary" or "for example" is intended to present the relevant concepts in a specific manner to facilitate understanding.

[0105] In the several embodiments provided in this application, it should be understood that the disclosed methods and apparatus can be implemented in other ways. For example, the apparatus embodiments described above are merely illustrative; for example, the division of units is merely a logical functional division, and there may be other division methods in actual implementation; for example, multiple units or components may be combined or integrated into another system, or some features may be ignored or not executed. Furthermore, the coupling or direct coupling or communication connection shown or discussed may be through some interfaces, or indirect coupling or communication connection between devices or units, and may be electrical, mechanical, or other forms.

[0106] The units described as separate components may or may not be physically separate. The components shown as units may or may not be physical units; that is, they may be located in one place or distributed across multiple network units. Some or all of the units can be selected to achieve the purpose of this embodiment according to actual needs.

[0107] Furthermore, the functional units in the various embodiments of the present invention can be integrated into one processing unit, or each unit can be physically comprised separately, or two or more units can be integrated into one unit. The integrated unit described above can be implemented in hardware or in the form of hardware plus software functional units.

[0108] While the present invention has been disclosed above, it is not limited thereto. Any person skilled in the art can easily conceive of variations or substitutions without departing from the spirit and scope of the present invention, and various modifications and alterations can be made, including combinations of the different functions and implementation steps described above, as well as software and hardware implementation methods, all of which are within the protection scope of the present invention.

[0109] It should be noted that the object information (including but not limited to object device information, object personal information, etc.) and data (including but not limited to data used for analysis, data stored and data displayed, etc.) involved in this application are all information and data authorized by the object or fully authorized by all parties, and the related data collection, use and processing must comply with the relevant laws, regulations and standards of the relevant countries or regions.

Claims

1. A service robot control method, characterized in that, A controller for a target service robot used in an offline service scenario, wherein the offline service scenario also includes intelligent devices, the method comprising: During the dialogue with the first service customer through the first data channel, non-business needs of the second service customer are detected through the second data channel. Based on the non-business needs, a potential demand profile of the second service customer is determined. Multiple marketing tasks under the current task node are obtained. Correlation tests are performed on the multiple potential profile features in the potential demand profile and the multiple marketing tasks respectively to determine the target marketing tasks and target profile features with correlation. Based on the target profile features and the target marketing tasks, potential transaction factors under the current task node are determined. The first service customer and the second service customer are customers in the target customer group corresponding to the target task flow. The target task flow refers to the task flow in which the target service robot provides services for the business needs of the target customer group. The service task flow is generated based on the non-business needs of the second service customer; a target marketing script is generated based on the target profile features and the target marketing task; a marketing task flow is generated based on the target marketing script; a derivative task flow is determined based on the service task flow and the marketing task flow; and the derivative task flow is executed. The non-business requirement is drinking iced cola; the target profile features include cold drink preferences; the current task node is the in-vehicle configuration introduction task node; the target marketing task in the in-vehicle configuration introduction task node refers to marketing tasks related to the in-vehicle refrigerator; and the service task flow includes the process of making iced cola. If the smart device does not include the smart robotic arm at the service counter, then executing the derivative task flow includes: outputting a first preset script to the second service customer, going to the service counter to make the target item, transferring the target item to the second service customer, and outputting the target marketing script and executing the target marketing task; If the smart device includes a smart robotic arm at the service counter, then executing the derivative task flow includes: sending an iced cola making instruction to the smart robotic arm, outputting a second preset script to the second service customer, when the completion signal of the smart robotic arm is detected, going to the service counter to retrieve the target item, transferring the target item to the second service customer, and outputting the target marketing script and executing the target marketing task.

2. The method according to claim 1, characterized in that, Before detecting a non-business request from a second service customer during a conversation with the first service customer, the method further includes: The visual perception component is invoked to collect the facial image of each customer in the target customer group, resulting in a target facial image set; Store the set of target face images.

3. The method according to claim 1, characterized in that, The step of generating target marketing scripts based on the target profile features and the target marketing task includes: Based on the target profile features and the non-business needs of the second service customer, a marketing prompting script is generated, which is used to indicate product features associated with the non-business needs of the second service customer; The target marketing script is generated based on the marketing guidance script and the initial marketing script corresponding to the target marketing task.

4. The method according to any one of claims 1-3, characterized in that, The service task flow includes a target switching flag, which indicates that the service task flow has been completed. Executing the derived task flow includes: Execute the service task flow; When the target switching flag is detected, the marketing task flow is switched to execution.

5. A service robot control device, characterized in that, A controller for a target service robot used in offline service scenarios, wherein the offline service scenarios also include intelligent devices, the device comprising: The first processing unit is configured to, during a dialogue with a first service customer via a first data channel, detect non-business needs of a second service customer via a second data channel, determine a potential demand profile of the second service customer based on the non-business needs; acquire multiple marketing tasks under the current task node; perform correlation tests on multiple potential profile features in the potential demand profile and the multiple marketing tasks respectively, and determine target marketing tasks and target profile features with correlation relationships; determine potential transaction factors under the current task node based on the target profile features and the target marketing tasks; the first service customer and the second service customer are customers in the target customer group corresponding to the target task flow, and the target task flow refers to the task flow in which the target service robot provides services for the business needs of the target customer group; The second processing unit is configured to generate the service task flow based on the non-business needs of the second service customer; generate target marketing scripts based on the target profile features and the target marketing task; generate the marketing task flow based on the target marketing scripts; and determine a derivative task flow based on the service task flow and the marketing task flow. The third processing unit is used to execute the derived task flow; The non-business requirement is drinking iced cola; the target profile features include cold drink preferences; the current task node is the in-vehicle configuration introduction task node; the target marketing task in the in-vehicle configuration introduction task node refers to marketing tasks related to the in-vehicle refrigerator; and the service task flow includes the process of making iced cola. If the smart device does not include the smart robotic arm at the service counter, then executing the derivative task flow includes: outputting a first preset script to the second service customer, going to the service counter to make the target item, transferring the target item to the second service customer, and outputting the target marketing script and executing the target marketing task; If the smart device includes a smart robotic arm at the service counter, then executing the derivative task flow includes: sending an iced cola making instruction to the smart robotic arm, outputting a second preset script to the second service customer, when the completion signal of the smart robotic arm is detected, going to the service counter to retrieve the target item, transferring the target item to the second service customer, and outputting the target marketing script and executing the target marketing task.

6. A controller, characterized in that, It includes a processor, a memory, and one or more programs, said one or more programs being stored in the memory and configured to be executed by the processor, said programs including instructions for performing the steps in the method as claimed in any one of claims 1-4.

7. A computer-readable storage medium having a computer program or instructions stored thereon, characterized in that, When the computer program or instructions are executed by a processor, they implement the steps of the method according to any one of claims 1-4.

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