Intelligent customer service interaction method and system, storage medium and equipment

Abstract

The embodiment of the invention discloses an intelligent customer service interaction method and system, a storage medium and equipment, and the method comprises the steps: responding to a user entering an intelligent customer service interaction system, rendering an interaction page at a user terminal, enabling the interaction page to comprise a digital human, enabling the interaction system to obtain user interaction content, and enabling the user interaction content to enter the intelligent customer service interaction system; and performing decision recommendation on the user interaction content by using the interaction model and / or a preset strategy to obtain recommended content, rendering and displaying the recommended content on an interaction page, and explaining and narrating the recommended content by a digital person during display.

Description

Technical Field

[0001] The present invention relates to computer technology, and in particular to an intelligent customer service interaction method, system, storage medium and device. Background Art

[0002] With the increasing efficiency and quality requirements of the customer service industry, some customer service services require customer service staff to have strong professional knowledge. Traditional customer service systems usually provide services based on manual customer service or predefined answer templates.

[0003] However, the capabilities of manual customer service staff are often uneven. Customer service staff without strong professional knowledge are often unable to meet users' real demands, while predefined answer templates lack flexibility and personalized interaction capabilities, and are often unable to adapt to complex user queries and meet the needs of modern consumers and businesses. Summary of the Invention

[0004] The embodiments of this specification provide an intelligent customer service interaction method, system, storage medium, and device. By using the intelligent customer service interaction method provided in the embodiments of this specification, a pre-trained interaction model can be used to understand user interaction content, make decision recommendations based on the user interaction content, and output recommended content for interacting with the user. The interaction model understands and stores a large amount of professional customer service information, and can provide users with professional customer service. In addition, digital human technology is used to explain and narrate the recommended content output by the interaction model, providing users with a warm customer service experience.

[0005] This specification provides an intelligent customer service interaction method, which includes:

[0006] In response to a user entering the intelligent customer service interaction system, rendering an interaction page on the user terminal, the interaction page including a digital human;

[0007] Obtaining user interaction content, and making decision recommendations on the user interaction content using an interaction model and / or a preset strategy to obtain recommended content;

[0008] The recommended content is rendered and displayed on the interactive page, and the digital human explains and narrates the recommended content.

[0009] Further, in some embodiments, the interactive page includes a recommended service option;

[0010] In response to the user entering the intelligent customer service interaction system, rendering the interaction page on the user terminal includes:

[0011] In response to a user entering the intelligent customer service interaction system, obtaining user historical data, the user historical data including functional service data and / or historical interaction data;

[0012] determining at least one recommended service based on the user historical data;

[0013] An interactive page is rendered on the user terminal based on the at least one recommended service to display the recommended service options on the interactive page.

[0014] Furthermore, in some embodiments, the method further comprises:

[0015] In response to the user entering the intelligent customer service interaction system, an interaction ID corresponding to this interaction is generated.

[0016] Furthermore, in some embodiments, after obtaining the user history data, the method further includes:

[0017] Determining whether the user has an unfinished historical interaction dialogue based on the historical interaction data;

[0018] If it is determined that the user has an unfinished historical interaction dialogue, searching for the corresponding historical interaction record based on the historical interaction ID corresponding to the historical interaction dialogue, and resuming the historical interaction dialogue and rendering the interaction page based on the historical interaction record;

[0019] If it is determined that the user has no unfinished historical interactive dialogue, the step of determining at least one recommended service based on the user historical data is performed.

[0020] Furthermore, in some embodiments, the utilizing the interaction model and / or the preset strategy to make a decision recommendation on the user interaction content to obtain the recommended content includes:

[0021] Acquire user historical data, including function service data and / or historical interaction data;

[0022] Based on the user historical data and the user interaction content, the interaction model and / or the preset strategy are used to make a decision recommendation to obtain recommended content.

[0023] Furthermore, in some embodiments, the recommended content includes at least one of a recommended interactive text and a recommended service component, and the recommended service component is used to provide corresponding functional services to the user.

[0024] Furthermore, in some embodiments, the decision recommendation based on the user historical data and the user interaction content using the interaction model and / or preset strategy to obtain the recommended content includes:

[0025] Based on the user history data and the user interaction content, generating the recommended interaction text using the interaction model and / or a preset strategy, and interacting with the user based on the recommended interaction text to obtain new user interaction content;

[0026] Based on the user historical data, the user interaction content and the new user interaction content, the interaction model and / or the preset strategy are used to make a decision recommendation to obtain the recommendation service component.

[0027] Furthermore, in some embodiments, the recommendation service components include but are not limited to an identity verification component, a punishment component, a reporting component, a restriction removal component, a trial component, and a safety education component.

[0028] The embodiments of this specification also provide an intelligent customer service interaction system, including:

[0029] A page rendering module, configured to render an interactive page including a digital human on a user terminal in response to a user entering the intelligent customer service interactive system;

[0030] A content recommendation module is used to obtain user interaction content, and make decisions and recommendations on the user interaction content using an interaction model and / or a preset strategy to obtain recommended content;

[0031] The content interaction module is used to render and display the recommended content on the interactive page, and the digital human explains and narrates the recommended content.

[0032] An embodiment of this specification also provides a computer program product, which stores at least one instruction, and the at least one instruction is suitable for being loaded by a processor and executing the above method steps.

[0033] The embodiments of this specification also provide a computer storage medium, wherein the computer storage medium stores a computer program, and the computer program is suitable for being loaded by a processor and executing the steps of the above method.

[0034] An embodiment of this specification further provides an electronic device, comprising: a processor and a memory; wherein the memory stores a computer program, and the computer program is suitable for being loaded by the processor and executing the steps of the above method.

[0035] In an embodiment of the present specification, the above-mentioned intelligent customer service method is adopted. In response to a user entering the intelligent customer service interaction system, an interactive page is rendered on the user terminal. The interactive page includes a digital human, and the user interaction content is obtained. The interactive model and / or preset strategy are used to make decision recommendations on the user interaction content to obtain recommended content. The recommended content is then rendered and displayed on the interactive page, and the digital human explains and narrates the recommended content; the pre-trained interactive model is used to understand the user interaction content, and decision recommendations are made based on the user interaction content, and recommended content for interaction with the user is output. The interactive model understands and stores a large amount of professional customer service information, which can provide users with professional customer service, and uses digital human technology to explain and narrate the recommended content output by the interactive model to provide users with a warm customer service experience. BRIEF DESCRIPTION OF THE DRAWINGS

[0036] Figure 1 A flowchart of an intelligent customer service interaction method is provided for the embodiments of this specification;

[0037] Figure 2 A flowchart of an intelligent customer service interaction method is provided for the embodiments of this specification;

[0038] Figure 3 A flowchart of an intelligent customer service interaction method provided in an embodiment of this specification;

[0039] Figure 4 A schematic diagram of the structure of an intelligent customer service interaction system provided in an embodiment of this specification;

[0040] Figure 5 This is a schematic diagram of the structure of an electronic device provided in an embodiment of this specification. DETAILED DESCRIPTION

[0041] To make the objectives, technical solutions, and advantages of this specification more clear, the following will clearly and completely describe the technical solutions of this specification in conjunction with the specific embodiments of this specification and the corresponding drawings. Obviously, the embodiments described are only part of the embodiments of this specification, not all of the embodiments. Based on the embodiments in this specification, all other embodiments obtained by ordinary technicians in this field without making any creative efforts are within the scope of protection of this specification.

[0042] With the increasing efficiency and quality requirements of the customer service industry, some customer service services require customer service staff to have strong professional knowledge. Traditional customer service systems usually provide services based on manual customer service or predefined answer templates.

[0043] However, the capabilities of manual customer service staff are often uneven. Customer service staff without strong professional knowledge are often unable to meet users' real demands, while predefined answer templates lack flexibility and personalized interaction capabilities, and are often unable to adapt to complex user queries and meet the needs of modern consumers and businesses.

[0044] Based on this, the embodiments of this specification provide an intelligent customer service interaction method and a classification model optimization method. The above-mentioned intelligent customer service interaction method is adopted, and a pre-trained interaction model is used to understand the user interaction content, make decision recommendations based on the user interaction content, and output recommended content for interacting with the user. The interaction model understands and stores a large amount of professional customer service information, and can provide users with professional customer service. In addition, digital human technology is used to explain and narrate the recommended content output by the interaction model, providing users with a warm customer service experience.

[0045] See Figure 1 , which provides a flow chart of an intelligent customer service interaction method according to an embodiment of this specification. In the embodiment of this specification, the intelligent customer service interaction method is applied to an intelligent customer service interaction system or an electronic device equipped with an intelligent customer service interaction system. Figure 1 The process shown is described in detail. The intelligent customer service interaction method may specifically include the following steps:

[0046] S102, in response to the user entering the intelligent customer service interaction system, rendering an interaction page on the user terminal, the interaction page including a digital human;

[0047] Among them, the intelligent customer service interaction system can be a customer service system set up in the business platform, APP, and transaction platform, which is used to answer various problems encountered by users in the process of business and transaction processing.

[0048] In one or more embodiments of the present specification, a user may enter the intelligent customer service interaction system through a system interface pre-set on a user terminal. When the system detects that the user has entered the intelligent customer service interaction system, the system renders an interactive page containing a digital human on the user terminal.

[0049] S104, obtaining user interaction content, and making decision recommendations on the user interaction content using the interaction model and / or preset strategy to obtain recommended content;

[0050] In an embodiment of the present specification, after the user enters the intelligent customer service interaction system, the user can enter the interaction content through text or voice input on the interaction page. The intelligent customer service interaction system obtains the interaction content input by the user, and then uses the pre-trained interaction model and / or preset strategy to make decision recommendations based on the user interaction content to obtain recommended content.

[0051] Optionally, a pre-trained interaction model and / or preset strategy is used to make decision recommendations based on the user interaction content to obtain recommended content. Specifically, the following steps can be performed: first, standardized feature processing is performed on the acquired user interaction content to obtain processed interaction content features, and the processed interaction content features are input into the pre-trained interaction model or preset strategy to obtain recommended content output by the interaction model or preset strategy.

[0052] S106: Render and display the recommended content on the interactive page, and have the digital human explain and narrate the recommended content.

[0053] In the embodiment of this specification, after the recommended content is obtained, the recommended content is rendered and displayed on the interactive page, and the digital human explains and narrates the recommended content.

[0054] Optionally, the digital human can explain and narrate the recommended content using a combination of body movements and facial expressions.

[0055] In an embodiment of the present specification, the above-mentioned intelligent customer service method is adopted. In response to a user entering the intelligent customer service interaction system, an interactive page is rendered on the user terminal. The interactive page includes a digital human, and the user interaction content is obtained. The interactive model and / or preset strategy are used to make decision recommendations on the user interaction content to obtain recommended content. The recommended content is then rendered and displayed on the interactive page, and the digital human explains and narrates the recommended content; the pre-trained interactive model is used to understand the user interaction content, and decision recommendations are made based on the user interaction content, and recommended content for interaction with the user is output. The interactive model understands and stores a large amount of professional customer service information, which can provide users with professional customer service, and uses digital human technology to explain and narrate the recommended content output by the interactive model to provide users with a warm customer service experience.

[0056] In one embodiment, see Figure 2 , is a flow chart of an intelligent customer service interaction system provided in the embodiment of this specification. Figure 2 As shown, the following steps are included:

[0057] S202, in response to the user entering the intelligent customer service interaction system, obtaining user historical data, where the user historical data includes function service data and / or historical interaction data;

[0058] In the embodiment of this specification, after the user interacts with the intelligent customer service system, the interactive system will obtain the user ID, and then query and obtain the user's historical data in the recent period in the data center based on the user ID. The user historical data includes functional service data and historical interaction data.

[0059] S204, determining at least one recommended service based on the user's historical data;

[0060] In the embodiment of the present specification, after obtaining the user history data, the interactive system determines at least one recommended service according to the user history data.

[0061] S206, rendering an interactive page on the user terminal based on the at least one recommended service to display recommended service options on the interactive page;

[0062] In the embodiment of this specification, after obtaining user historical data, the interactive system determines at least one recommended service based on the user historical data. The determined recommended service is then displayed on the interactive page as an interaction guide. If the user's desired service is one of the at least one recommended service, the user can directly enter the corresponding service process through the recommended service option displayed on the interactive page, thereby reducing the interaction process and improving the user experience. If the user's desired service is not one of the recommended services, the interaction process continues as in step S208.

[0063] S208, obtaining user interaction content and user historical data, where the user historical data includes function service data and / or historical interaction data;

[0064] S210, based on the user's historical data and the user's interaction content, using the interaction model and / or the preset strategy to make a decision recommendation and obtain recommended content;

[0065] In an embodiment of the present specification, after the user enters the intelligent customer service interaction system, the user can enter the interaction content through text or voice input on the interaction page. The intelligent customer service interaction system obtains the interaction content entered by the user and queries and obtains the user's historical data in the data center based on the user identifier in the recent period. The user historical data includes functional service data and historical interaction data. Then, the pre-trained interaction model and / or preset strategy is used to make decision recommendations based on the user interaction content and user historical data to obtain recommended content.

[0066] It is understandable that during the interaction process, the intelligent customer service interaction system can recommend content based on the user interaction content input by the user in real time and the user's historical data, which can improve the accuracy of content recommendations, make the recommended content more accurately meet the user's intentions, and enhance the user interaction experience.

[0067] S212: Render and display the recommended content on the interactive page, and have the digital human explain and narrate the recommended content.

[0068] In the embodiment of this specification, after the recommended content is obtained, the recommended content is rendered and displayed on the interactive page, and the digital human explains and narrates the recommended content.

[0069] Optionally, the digital human can explain and narrate the recommended content using a combination of body movements and facial expressions.

[0070] In an embodiment of this specification, the above-mentioned intelligent customer service method is adopted. In response to a user entering the intelligent customer service interaction system, at least one recommended service is determined based on the user's historical data, and the recommended service options are displayed on the interaction page of the user terminal, so that the user can conveniently enter the desired service process through the recommended service options, reduce the interaction process, and improve the user interaction experience. Then, the intelligent customer service interaction system can recommend content based on the user interaction content input in real time and the user's historical data, which can improve the accuracy of content recommendations, so that the recommended content can more accurately meet the user's intentions and improve the user interaction experience. In addition, the recommended content output by the interaction model is explained and narrated using digital human technology to provide users with a warm customer service experience.

[0071] In one embodiment, in response to a user entering the intelligent customer service interaction system, an interaction ID corresponding to this interaction is generated before the interaction page is rendered.

[0072] That is, at the beginning of each interaction, an interaction ID corresponding to this interaction is generated, and the interaction record is recorded according to the interaction ID. This makes it easy to view historical interaction records or resume unfinished historical interaction dialogues later.

[0073] Furthermore, in one embodiment, after executing step S202 to obtain user historical data, it is determined whether the user has an unfinished historical interaction dialogue based on the historical interaction data; if it is determined that the user has an unfinished historical interaction dialogue, the corresponding historical interaction record is searched based on the historical interaction ID corresponding to the historical interaction dialogue, and the historical interaction dialogue is restored and the interaction page is rendered based on the historical interaction record; if it is determined that the user does not have an unfinished historical interaction dialogue, step S204 is executed.

[0074] That is, in the embodiment of the present specification, after the user enters the intelligent customer service interaction system, the intelligent customer service interaction system queries whether there is any unfinished historical interaction dialogue based on the historical interaction data. If so, the historical interaction dialogue is restored, and the corresponding historical interaction record is queried based on the historical interaction ID corresponding to the historical interaction dialogue. The historical interaction dialogue is restored and the interaction page is rendered based on the historical interaction record, so that the user can continue the subsequent service of the historical interaction dialogue without having to perform unnecessary interactions again, thereby improving the user interaction experience.

[0075] In one or more embodiments of the present specification, the recommended content includes at least one of a recommended interactive text and a recommended service component, wherein the recommended service component is used to provide corresponding functional services to the user.

[0076] Optionally, recommended service components include but are not limited to identity verification components, punishment components, reporting components, restriction removal components, review components, and safety education components.

[0077] It should be noted that for business platforms with multiple business types, a separate customer service interaction system is usually set up for each business, and users need to use different types of customer service in different customer service interaction systems. The intelligent customer service interaction system provided in the embodiments of this specification integrates multiple service products and packages each service into corresponding service components, such as identity verification components, punishment components, reporting components, restriction removal components, trial components, and safety education components. Multiple services can be implemented in one intelligent interaction system, so that the services are no longer separated. The intelligent interaction system provides users with a unified service experience and mentality, improving the user experience.

[0078] See Figure 3 , is a flow chart of an intelligent customer service interaction system provided in the embodiment of this specification. Figure 3 As shown, the following steps are included:

[0079] S302, in response to the user entering the intelligent customer service interaction system, obtaining user historical data, where the user historical data includes functional service data and / or historical interaction data;

[0080] In the embodiment of this specification, after the user interacts with the intelligent customer service system, the interactive system will obtain the user ID, and then query and obtain the user's historical data in the recent period in the data center based on the user ID. The user historical data includes functional service data and historical interaction data.

[0081] S304, determining at least one recommended service based on the user's historical data;

[0082] In the embodiment of the present specification, after obtaining the user history data, the interactive system determines at least one recommended service according to the user history data.

[0083] S306, rendering an interactive page on the user terminal based on the at least one recommended service to display recommended service options on the interactive page;

[0084] In the embodiment of this specification, after obtaining user historical data, the interactive system determines at least one recommended service based on the user historical data. The determined recommended service is then displayed on the interactive page as an interaction guide. If the user's desired service is one of the at least one recommended service, the user can directly enter the corresponding service process through the recommended service option displayed on the interactive page, thereby reducing the interaction process and improving the user experience. If the user's desired service is not one of the recommended services, the interaction process continues as in step S208.

[0085] S308, obtaining user interaction content and user historical data, where the user historical data includes function service data and / or historical interaction data;

[0086] S310, based on user historical data and user interaction content, generate recommended interaction text using an interaction model and / or a preset strategy, and interact with the user based on the recommended interaction text to obtain new user interaction content;

[0087] In the embodiments of this specification, after a user enters the intelligent customer service interaction system, they can enter interactive content on the interactive page through text or voice input. The intelligent customer service interaction system obtains the interactive content entered by the user and, based on the user ID, queries and obtains the user's user history data from the data center for a recent period of time. The user history data includes functional service data and historical interaction data. The intelligent customer service interaction system then uses a pre-trained interaction model and / or preset strategy to make decision recommendations based on the user's interactive content and user history data, resulting in recommended interaction text. The recommended interaction text is used for further interactive questions and answers with the user, so that the interaction model and / or preset strategy can better identify the user's intent.

[0088] S312, based on the user's historical data, user interaction content, and new user interaction content, using the interaction model and / or preset strategy to make a decision recommendation and obtain a recommendation service component;

[0089] After the intelligent customer service interaction system interacts with the user multiple times, based on the user's historical data, user interaction content and new user interaction content, the interaction model and / or preset strategy can be used to identify the user's intention, thereby recommending the corresponding recommended service components to the user, thereby providing the user with corresponding services.

[0090] Among them, the recommended service components include but are not limited to identity verification components, punishment components, reporting components, restriction removal components, trial components, and safety education components.

[0091] S314: The recommended content is rendered and displayed on the interactive page, and the digital human explains and narrates the recommended content.

[0092] In an embodiment of this specification, the above-mentioned intelligent customer service method is adopted. In response to a user entering the intelligent customer service interaction system, at least one recommended service is determined based on the user's historical data, and the recommended service options are displayed on the interaction page of the user terminal, so that the user can conveniently enter the desired service process through the recommended service options, reduce the interaction process, and improve the user interaction experience. Then, the intelligent customer service interaction system can recommend content based on the user interaction content input in real time and the user's historical data, which can improve the accuracy of content recommendations, so that the recommended content can more accurately meet the user's intentions and improve the user interaction experience. In addition, the recommended content output by the interaction model is explained and narrated using digital human technology to provide users with a warm customer service experience.

[0093] See Figure 4 , is a structural diagram of an intelligent customer service interaction system provided in the embodiment of this specification. Figure 4 As shown, the intelligent customer service interaction system 1 can be implemented as all or part of an electronic device through software, hardware, or a combination of both. According to some embodiments, the intelligent customer service interaction system 1 includes a page rendering module 11, a content recommendation module 12, and a content interaction module 13, specifically including:

[0094] A page rendering module 11 is configured to render an interactive page including a digital human on a user terminal in response to a user entering the intelligent customer service interactive system;

[0095] The content recommendation module 12 is used to obtain user interaction content, make decisions and recommendations on the user interaction content using an interaction model and / or a preset strategy, and obtain recommended content;

[0096] The content interaction module 13 is used to render and display the recommended content on the interactive page, and have the digital human explain and narrate the recommended content.

[0097] Optionally, the interactive page includes recommended service options; the page rendering module 11 is specifically configured to:

[0098] In response to a user entering the intelligent customer service interaction system, obtaining user historical data, the user historical data including functional service data and / or historical interaction data;

[0099] determining at least one recommended service based on the user historical data;

[0100] An interactive page is rendered on the user terminal based on the at least one recommended service to display the recommended service options on the interactive page.

[0101] Optionally, the page rendering module 11 is further configured to:

[0102] In response to the user entering the intelligent customer service interaction system, an interaction ID corresponding to this interaction is generated.

[0103] Optionally, the page rendering module 11 is further configured to:

[0104] Determining whether the user has an unfinished historical interaction dialogue based on the historical interaction data;

[0105] If it is determined that the user has an unfinished historical interaction dialogue, searching for the corresponding historical interaction record based on the historical interaction ID corresponding to the historical interaction dialogue, and resuming the historical interaction dialogue and rendering the interaction page based on the historical interaction record;

[0106] If it is determined that the user has no unfinished historical interactive dialogue, the step of determining at least one recommended service based on the user historical data is performed.

[0107] Optionally, the content recommendation module 12 is specifically configured to:

[0108] Acquire user historical data, including function service data and / or historical interaction data;

[0109] Based on the user historical data and the user interaction content, the interaction model and / or the preset strategy are used to make a decision recommendation to obtain recommended content.

[0110] Optionally, the recommended content includes at least one of a recommended interactive text and a recommended service component, and the recommended service component is used to provide corresponding functional services to the user.

[0111] Optionally, when the content recommendation module 12 performs the decision-making recommendation based on the user historical data and the user interaction content using the interaction model and / or preset strategy to obtain the recommended content, it is specifically configured to:

[0112] Based on the user history data and the user interaction content, generating the recommended interaction text using the interaction model and / or a preset strategy, and interacting with the user based on the recommended interaction text to obtain new user interaction content;

[0113] Based on the user historical data, the user interaction content and the new user interaction content, the interaction model and / or the preset strategy are used to make a decision recommendation to obtain the recommendation service component.

[0114] Optionally, recommended service components include but are not limited to identity verification components, punishment components, reporting components, restriction removal components, review components, and safety education components.

[0115] The above system embodiments correspond to the method embodiments. For detailed descriptions, please refer to the description of the method embodiments and will not be repeated here. The system embodiments are based on the corresponding method embodiments and have the same technical effects as the corresponding method embodiments. For detailed descriptions, please refer to the corresponding method embodiments.

[0116] The embodiment of this specification also provides a computer storage medium, which can store multiple instructions, and the instructions are suitable for being loaded and executed by a processor as described above. Figures 1 to 3 The specific implementation process of the intelligent customer service interaction method in the embodiment shown can be found in Figures 1 to 3 The detailed description of the illustrated embodiment will not be repeated here.

[0117] This specification also provides a computer program product, which stores at least one instruction, and the at least one instruction is loaded and executed by the processor as described above. Figures 1 to 3 The specific implementation process of the intelligent customer service interaction method in the embodiment shown can be found in Figures 1 to 3 The detailed description of the illustrated embodiment will not be repeated here.

[0118] The present specification also provides a schematic diagram of the structure of the electronic device shown in Figure 5. Figure 5 At the hardware level, the electronic device includes a processor, an internal bus, a network interface, memory, and non-volatile storage, and may also include other hardware required for the service. The processor reads the corresponding computer program from the non-volatile storage into the memory and then runs it to implement the above-mentioned intelligent customer service interaction method.

[0119] Of course, in addition to software implementation, this specification does not exclude other implementation methods, such as logic devices or a combination of software and hardware, etc. That is to say, the execution subject of the following processing flow is not limited to each logic unit, but can also be hardware or logic devices.

[0120] In the 1990s, technological improvements could be clearly distinguished as either hardware improvements (for example, improvements to circuit structures like diodes, transistors, and switches) or software improvements (improvements to process flows). However, with the advancement of technology, many process flow improvements today can now be considered direct improvements to hardware circuit structures. Designers almost always create the corresponding hardware circuit structure by programming the improved process flow into the hardware circuit. Therefore, it cannot be said that a process flow improvement cannot be implemented using hardware modules. For example, a programmable logic device (PLD), such as a field programmable gate array (FPGA), is an integrated circuit whose logical function is determined by user programming. Designers can "integrate" a digital system on a PLD through their own programming, without having to hire a chip manufacturer to design and manufacture a dedicated integrated circuit chip. Moreover, nowadays, instead of manually fabricating integrated circuit chips, this programming is mostly done using "logic compiler" software. This is similar to the software compiler used when developing programs. Before compilation, the original code must also be written in a specific programming language, called a hardware description language (HDL). There is not just one HDL, but many, such as ABEL (Advanced Boolean Expression Language), AHDL (Altera Hardware Description Language), Confluence, CUPL (Cornell University Programming Language), HDCal, JHDL (Java Hardware Description Language), Lava, Lola, MyHDL, PALASM, RHDL (Ruby Hardware Description Language), etc. The most commonly used ones are VHDL (Very-High-Speed Integrated Circuit Hardware Description Language) and Verilog. Those skilled in the art will also understand that by simply programming the method flow in one of these hardware description languages and then programming it into an integrated circuit, a hardware circuit that implements the logic method flow can be easily obtained.

[0121] The controller can be implemented in any suitable manner. For example, the controller can take the form of a microprocessor or processor and a computer-readable medium storing computer-readable program code (e.g., software or firmware) executable by the (micro)processor, logic gates, switches, application-specific integrated circuits (ASICs), programmable logic controllers, and embedded microcontrollers. Examples of controllers include, but are not limited to, the following microcontrollers: ARC 625D, Atmel AT91SAM, Microchip PIC18F26K20, and Silicone Labs C8051F320. The memory controller can also be implemented as part of the control logic of the memory. Those skilled in the art will also know that in addition to implementing the controller in a purely computer-readable program code format, the controller can be implemented in the form of logic gates, switches, application-specific integrated circuits, programmable logic controllers, and embedded microcontrollers by logically programming the method steps. Therefore, such a controller can be considered a hardware component, and the devices included therein for implementing various functions can also be considered as structures within the hardware component. Or even, the devices for implementing various functions can be considered as both software modules that implement the method and structures within the hardware component.

[0122] The systems, devices, modules, or units described in the above embodiments may be implemented by computer chips or entities, or by products having certain functions. A typical implementation device is a computer. Specifically, the computer may be, for example, a personal computer, a laptop computer, a cellular phone, a camera phone, a smartphone, a personal digital assistant, a media player, a navigation device, an email device, a game console, a tablet computer, a wearable device, or a combination of any of these devices.

[0123] For the convenience of description, the above devices are described as being divided into various units according to their functions. Of course, when implementing this specification, the functions of each unit can be implemented in the same or multiple software and / or hardware.

[0124] Those skilled in the art will appreciate that the embodiments of this specification may be provided as methods, systems, or computer program products. Therefore, this specification may take the form of a complete hardware embodiment, a complete software embodiment, or an embodiment combining software and hardware. Furthermore, this specification may take the form of a computer program product implemented on one or more computer-usable storage media (including but not limited to magnetic disk storage, CD-ROM, optical storage, etc.) containing computer-usable program code.

[0125] This specification is described with reference to the flowcharts and / or block diagrams of the methods, devices (systems), and computer program products according to the embodiments of this specification. It should be understood that each process and / or box in the flowchart and / or block diagram, as well as the combination of processes and / or boxes in the flowchart and / or block diagram, can be implemented by computer program instructions. These computer program instructions can be provided to a processor of a general-purpose computer, a special-purpose computer, an embedded processor, or other programmable data processing device to produce a machine, so that the instructions executed by the processor of the computer or other programmable data processing device generate instructions for implementing the processes in the flowchart and / or block diagram. Figure 1 a process or multiple processes and / or boxes Figure 1 A device that provides the functions specified in a block or multiple blocks.

[0126] These computer program instructions may also be stored in a computer readable memory that can direct a computer or other programmable data processing device to work in a specific manner, so that the instructions stored in the computer readable memory produce an article of manufacture comprising an instruction device, which implements the process Figure 1 a process or multiple processes and / or boxes Figure 1 The function specified in one or more boxes.

[0127] These computer program instructions can also be loaded onto a computer or other programmable data processing device so that a series of operational steps are executed on the computer or other programmable device to produce a computer-implemented process, thereby providing the instructions executed on the computer or other programmable device for implementing the process. Figure 1 a process or multiple processes and / or boxes Figure 1 A step that specifies a function in one or more boxes.

[0128] In a typical configuration, a computing device includes one or more processors (CPUs), input / output interfaces, network interfaces, and memory.

[0129] Memory may include non-permanent storage in a computer-readable medium, random access memory (RAM) and / or non-volatile memory in the form of read-only memory (ROM) or flash RAM. Memory is an example of a computer-readable medium.

[0130] Computer-readable media includes permanent and non-permanent, removable and non-removable media that can be implemented by any method or technology to store information. The information can be computer-readable instructions, data structures, program modules or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), static random access memory (SRAM), dynamic random access memory (DRAM), other types of random access memory (RAM), read-only memory (ROM), electrically erasable programmable read-only memory (EEPROM), flash memory or other memory technology, compact disc read-only memory (CD-ROM), digital versatile disc (DVD) or other optical storage, magnetic cassettes, magnetic tape, magnetic disk storage or other magnetic storage devices or any other non-transmission media that can be used to store information that can be accessed by a computing device. As defined herein, computer-readable media does not include transitory computer-readable media (transitory media), such as modulated data signals and carrier waves.

[0131] It should also be noted that the terms "comprises," "includes," or any other variations thereof are intended to encompass non-exclusive inclusion, such that a process, method, commodity, or apparatus that includes a series of elements includes not only those elements but also other elements not explicitly listed, or includes elements inherent to such process, method, commodity, or apparatus. In the absence of further limitations, an element defined by the phrase "comprises a ..." does not exclude the presence of other identical elements in the process, method, commodity, or apparatus that includes the element.

[0132] Those skilled in the art will appreciate that the embodiments of this specification may be provided as methods, systems, or computer program products. Thus, this specification may take the form of an entirely hardware embodiment, an entirely software embodiment, or an embodiment combining software and hardware. Furthermore, this specification may take the form of a computer program product implemented on one or more computer-usable storage media (including but not limited to magnetic disk storage, CD-ROM, optical storage, etc.) containing computer-usable program code.

[0133] This specification may be described in the general context of computer-executable instructions, such as program modules, executed by a computer. Generally, program modules include routines, programs, objects, components, data structures, and the like that perform specific tasks or implement specific abstract data types. This specification may also be practiced in distributed computing environments where tasks are performed by remote processing devices connected through a communications network. In a distributed computing environment, program modules may be located in both local and remote computer storage media, including storage devices.

[0134] The various embodiments in this specification are described in a progressive manner. Similar parts between the various embodiments can be referred to in conjunction with each other. Each embodiment focuses on the differences between the other embodiments. In particular, the system embodiments are generally similar to the method embodiments, so the description is relatively simple. For relevant parts, refer to the description of the method embodiments.

[0135] The foregoing is merely an example of the present invention and is not intended to limit the present invention. Various modifications and variations are possible for those skilled in the art. Any modifications, equivalent substitutions, or improvements made within the spirit and principles of the present invention are intended to be included within the scope of the claims of the present invention.

Claims

1. An intelligent customer service interaction method, the method comprising: In response to a user entering the intelligent customer service interaction system, rendering an interaction page on the user terminal, the interaction page including a digital human; Obtaining user interaction content, and making decision recommendations on the user interaction content using an interaction model and / or a preset strategy to obtain recommended content; The recommended content is rendered and displayed on the interactive page, and the digital human explains and narrates the recommended content.

2. The method according to claim 1, wherein the interactive page includes a recommended service option; In response to the user entering the intelligent customer service interaction system, rendering the interaction page on the user terminal includes: In response to a user entering the intelligent customer service interaction system, obtaining user historical data, the user historical data including functional service data and / or historical interaction data; determining at least one recommended service based on the user historical data; An interactive page is rendered on the user terminal based on the at least one recommended service to display the recommended service options on the interactive page.

3. The method according to claim 2, further comprising: In response to the user entering the intelligent customer service interaction system, an interaction ID corresponding to this interaction is generated.

4. The method according to claim 2, further comprising: Determining whether the user has an unfinished historical interaction dialogue based on the historical interaction data; If it is determined that the user has an unfinished historical interaction dialogue, searching for the corresponding historical interaction record based on the historical interaction ID corresponding to the historical interaction dialogue, and resuming the historical interaction dialogue and rendering the interaction page based on the historical interaction record; If it is determined that the user has no unfinished historical interactive dialogue, the step of determining at least one recommended service based on the user historical data is performed.

5. The method according to claim 1, wherein the step of using an interaction model and / or a preset strategy to make a decision and recommend the user interaction content to obtain the recommended content comprises: Acquire user historical data, including function service data and / or historical interaction data; Based on the user historical data and the user interaction content, the interaction model and / or the preset strategy are used to make a decision recommendation to obtain recommended content.

6. According to the method of claim 5, the recommended content includes at least one of a recommended interactive text and a recommended service component, and the recommended service component is used to provide corresponding functional services to the user.

7. The method according to claim 6, wherein the decision recommendation is made based on the user historical data and the user interaction content using the interaction model and / or preset strategy to obtain the recommended content, comprising: Based on the user history data and the user interaction content, generating the recommended interaction text using the interaction model and / or a preset strategy, and interacting with the user based on the recommended interaction text to obtain new user interaction content; Based on the user historical data, the user interaction content and the new user interaction content, the interaction model and / or the preset strategy are used to make a decision recommendation to obtain the recommendation service component.

8. According to the method according to any one of claims 1 to 7, the recommendation service components include but are not limited to an identity verification component, a punishment component, a reporting component, a restriction removal component, a trial component, and a safety education component.

9. An intelligent customer service interaction system, comprising: A page rendering module, configured to render an interactive page including a digital human on a user terminal in response to a user entering the intelligent customer service interactive system; A content recommendation module is used to obtain user interaction content, make decisions and recommendations on the user interaction content using an interaction model and / or a preset strategy, and obtain recommended content; The content interaction module is used to render and display the recommended content on the interactive page, and the digital human explains and narrates the recommended content.

10. A storage medium having a computer program stored thereon, characterized in that: When the computer program is executed by a processor, the steps of the method according to any one of claims 1 to 8 are implemented.

11. An electronic device, characterized in that: include: A processor and a memory; wherein the memory stores a computer program, and the computer program is suitable for being loaded by the processor and executing the steps of the method according to any one of claims 1 to 8.

12. A computer program product having at least one instruction stored thereon, characterized in that: When the at least one instruction is executed by the processor, the steps of the method according to any one of claims 1 to 8 are implemented.

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