Service providing method, information configuration method, information display method, computing device, storage medium, and program product

Abstract

The embodiment of the invention provides a service providing method, an information configuration method, an information display method, computing equipment, a storage medium and a program product. The method comprises the steps of obtaining a dialogue message sent by a user side based on a first session connection, and establishing the first session connection based on a service request sent by the user side; identifying a target object associated with the dialogue message, and determining a plurality of object instances of the target object; providing first selection prompt information for the plurality of object instances for the user side; in response to a first selection request triggered for the first selection prompt information, determining a selected target object instance; generating a first response message corresponding to the dialogue message based on instance information corresponding to the target object instance; and sending the first response message to the user side based on the first session connection. According to the technical scheme provided by the embodiment of the invention, the service accuracy can be improved.

Description

TECHNICAL FIELD

[0001] Embodiments of the present application relate to the technical field of computer, and particularly relate to a service providing method, an information configuring method, an information displaying method, a computing device, a storage medium and a program product. BACKGROUND

[0002] In some online systems that provide objects for users to perform interactive behaviors, for example, online transaction platforms that provide commodity transactions, in order to provide better service experience for users, the online system can usually provide communication capabilities for object providers or the online system to provide services for users, and a conversation channel can be established between the user and the service resource to communicate through message forms. For example, in a pre-sales service scenario, the user can send a dialogue message to the service resource to inquire about the related information of the target object, and the service resource can be a human service or an intelligent service, etc.

[0003] In actual applications, in the case of intelligent service as the service resource, the intelligent service can only identify the target object of the object dimension from the dialogue message of the user and give an answer of the object dimension. However, in actual applications, an object is often composed of multiple object instances, and the user may want to know the specific object instance, and therefore the service accuracy of the service resource is not high. SUMMARY

[0004] Embodiments of the present application provide a service providing method, an information configuring method, an information displaying method, a computing device, a storage medium and a program product to solve the problem of low service accuracy in the prior art.

[0005] In a first aspect, a service providing method is provided in embodiments of the present application, comprising:

[0006] obtaining a dialogue message sent by a user terminal based on a first session connection; the first session connection is established based on a service request sent by the user terminal;

[0007] identifying a target object associated with the dialogue message, and determining multiple object instances of the target object;

[0008] providing first selection prompt information for the multiple object instances to the user terminal;

[0009] determining a selected target object instance in response to a first selection request triggered by the first selection prompt information;

[0010] generating a first answer message corresponding to the dialogue message based on instance information corresponding to the target object instance;

[0011] sending the first answer message to the user terminal based on the first session connection.

[0012] Optionally, identifying the target object associated with the dialogue message and determining multiple object instances of the target object includes:

[0013] Identify whether the dialogue message is associated with the target object;

[0014] If so, determine multiple object instances of the target object;

[0015] If not, determine at least one object based on the historical interaction data corresponding to the user terminal;

[0016] Provide the user terminal with a second selection prompt for the at least one object;

[0017] In response to a second selection request triggered by the second selection prompt, the selected target object is determined.

[0018] Optionally, determining at least one object instance of the target object includes:

[0019] Identify whether the dialogue message is associated with a target object instance;

[0020] If so, perform the operation of generating the first response message corresponding to the dialogue message based on the instance information corresponding to the target object instance;

[0021] If not, determine multiple object instances of the target object.

[0022] Optionally, determining multiple object instances of the target object includes:

[0023] Based on the object information of the target object and the dialogue message, determine whether there is a need to obtain an instance of the target object;

[0024] If so, determine multiple object instances of the target object;

[0025] If not, a first response message corresponding to the dialogue message is generated based on the object information of the target object.

[0026] Optionally, identifying whether the dialogue message is associated with a target object instance includes:

[0027] Determine whether the service request carries an instance identifier; if so, identify the target object instance corresponding to the instance identifier. The service request is generated in response to the object instance selection operation on the target object details page and the triggering operation of the service prompt information.

[0028] Alternatively, determine whether the historical session records of the first session connection involve an instance of the target object.

[0029] Optionally, the identifying whether the dialogue message is associated with the target object comprises:

[0030] determining whether the object identifier is carried in the service request, and if so, determining the target object corresponding to the object identifier; the service request is generated in response to a triggering operation on the service prompt information in the target object detail page;

[0031] Alternatively, determining whether the target object is involved in the historical session record of the first session connection.

[0032] Optionally, the generating the first response message corresponding to the dialogue message based on the instance information corresponding to the target object instance comprises one or more of the following implementation manners:

[0033] finding at least one question and answer knowledge pair corresponding to the target object instance from an object knowledge base, identifying a target question and answer knowledge pair matched with the dialogue message from the at least one question and answer knowledge pair, and generating the first response message corresponding to the dialogue message based on response data in the target question and answer knowledge pair;

[0034] Alternatively,

[0035] finding object attribute information and instance attribute information corresponding to the target object instance from an object information base, and generating the first response message corresponding to the dialogue message based on the object attribute information and the instance attribute information by using a question and answer processing model;

[0036] Alternatively,

[0037] finding object attribute information and instance attribute information corresponding to the target object instance from an object information base, and determining whether there is attribute data matched with the dialogue message in the object attribute information and the instance attribute information, and generating the first response message corresponding to the dialogue message based on the attribute data.

[0038] Optionally, the method further comprises:

[0039] generating a candidate question and answer knowledge pair corresponding to the target object instance based on the dialogue message and the first response message, and saving the candidate question and answer knowledge pair to the object knowledge base in correspondence with the instance identifier of the target object instance.

[0040] Optionally, the method further comprises:

[0041] sending the dialogue message and the first response message to the service providing end based on a second session connection in response to a service conversion request sent by the user end;

[0042] providing search prompt information to the service providing end;

[0043] finding target information matching the search keyword from the object information library and / or the object knowledge base based on the search keyword sent by the service provider;

[0044] sending the target information to the service provider.

[0045] Optionally, the method further comprises:

[0046] obtaining a second response message sent by the service provider based on the second session connection and corresponding to the dialogue message;

[0047] generating a candidate question and answer knowledge pair corresponding to the target object instance based on the dialogue message and the second response message, and saving the candidate question and answer knowledge pair in the object knowledge base in correspondence with the instance identifier of the target object instance.

[0048] Optionally, the saving of the candidate question and answer knowledge pair in the object knowledge base in correspondence with the instance identifier of the target object instance comprises:

[0049] sending the candidate question and answer knowledge pair to a configuration personnel;

[0050] updating the candidate question and answer knowledge pair in response to an update request triggered by the configuration personnel;

[0051] saving the updated candidate question and answer knowledge pair in the object knowledge base in correspondence with the instance identifier of the target object instance.

[0052] In a second aspect, an information configuration method is provided in the embodiments of the present application, and the method comprises:

[0053] obtaining a question and answer knowledge pair provided by a configuration personnel;

[0054] determining at least one object and / or at least one object instance set by the configuration personnel for the question and answer knowledge pair;

[0055] saving the question and answer knowledge pair in correspondence with the object identifier of the at least one object and / or the instance identifier of the at least one object instance in the object knowledge base;

[0056] the object knowledge base is used to determine at least one question and answer knowledge pair corresponding to a target object or a target object instance associated with a dialogue message; the at least one question and answer knowledge pair is used to determine a target knowledge question and answer pair matching the dialogue message; and response data in the target knowledge question and answer pair is used to generate a response message corresponding to the dialogue message.

[0057] In a third aspect, an information display method is provided in the embodiments of the present application, and the method comprises:

[0058] A service session interface is provided in the user interface; the service session interface is determined based on a second session connection corresponding to the service providing end;

[0059] Based on the second session connection, a dialogue message and a first response message corresponding to the first session connection are obtained;

[0060] The dialogue message and the first response message are displayed in the service session interface;

[0061] Search prompt information is displayed in the user interface;

[0062] Based on a search keyword triggered for the search prompt information, a search request is sent to a service end, so that the service end finds target information matching the search keyword from an object information library and / or an object knowledge base based on the search keyword sent by the service providing end and a target object instance associated with the dialogue message; the object knowledge base is used to save at least one question and answer knowledge pair corresponding to an object and / or an object instance respectively; and the object information library is used to save object attribute information and instance attribute information corresponding to the object and / or the object instance respectively;

[0063] The target information is displayed in the user interface.

[0064] In a fourth aspect, an embodiment of the present application provides a computing device, including a processing component and a storage component;

[0065] The storage component stores a computer program; the computer program is used to be called and executed by the processing component, so as to implement the service providing method in the first aspect, the information configuration method in the second aspect, or the information display method in the third aspect.

[0066] In a fifth aspect, an embodiment of the present application provides a computer readable storage medium, which stores a computer program; the computer program is executed by a processing component, so as to implement the service providing method in the first aspect, the information configuration method in the second aspect, or the information display method in the third aspect.

[0067] In a sixth aspect, an embodiment of the present application provides a computer program product, including a computer program or instructions; the computer program or instructions are executed by a processing component, so as to implement the service providing method in the first aspect, the information configuration method in the second aspect, or the information display method in the third aspect.

[0068] The embodiment of the present application can acquire a dialogue message sent by a user terminal based on a first session connection, wherein the first session connection is established based on a service request sent by the user terminal; identify a target object associated with the dialogue message, and determine a plurality of object instances of the target object; provide first selection prompt information for the plurality of object instances to the user terminal; determine a selected target object instance in response to a first selection request triggered for the first selection prompt information; generate a first response message corresponding to the dialogue message based on instance information corresponding to the target object instance; and send the first response message to the user terminal based on the first session connection. In the embodiment of the present application, the target object associated with the dialogue message and the plurality of object instances of the target object are identified, so that the selection function of the object instance can be provided to the user, the user can accurately select the target object instance, and then the server can generate the targeted and accurate response message based on the instance information of the target object instance, thereby providing more accurate intelligent service, improving the communication efficiency, and ensuring the user experience.

[0069] These aspects or other aspects of the present application will be more apparent in the following description of the embodiments. BRIEF DESCRIPTION OF DRAWINGS

[0070] The accompanying drawings, which are included to provide a further understanding of the present application, constitute a part of the specification, illustrate the exemplary embodiments of the present application and serve to explain the present application together with the description. In the drawings:

[0071] Figure 1 A flow chart of one embodiment of a service providing method provided by the present application is shown;

[0072] Figure 2 A display schematic diagram of the first selection prompt information in one actual application is shown;

[0073] Figure 3 A scene interaction schematic diagram of the embodiment of the present application in one actual application is shown;

[0074] Figure 4 A service providing flow schematic diagram of the embodiment of the present application in one actual application is shown;

[0075] Figure 5 A flow chart of one embodiment of an information configuration method provided by the present application is shown;

[0076] Figure 6 A display schematic diagram of a configuration interface of the embodiment of the present application in one actual application is shown;

[0077] Figure 7 A flow chart of one embodiment of an information display method provided by the present application is shown;

[0078] Figure 8 A display diagram of a user interface in an actual application is shown;

[0079] Figure 9 A structural diagram of an embodiment of a service providing apparatus provided by the present application is shown;

[0080] Figure 10 A structural diagram of an embodiment of an information configuring apparatus provided by the present application is shown;

[0081] Figure 11 A structural diagram of an embodiment of an information displaying apparatus provided by the present application is shown;

[0082] Figure 12 A structural diagram of an embodiment of a computing device provided by the present application is shown. DETAILED DESCRIPTION

[0083] To make the objectives, technical solutions, and advantages of the present application clearer, the technical solutions of the present application will be described below in conjunction with specific embodiments of the present application and corresponding drawings. Obviously, the described embodiments are only some of the embodiments of the present application, but not all the embodiments. Based on the embodiments in the present application, all other embodiments obtained by those of ordinary skill in the art without creative work fall within the scope of protection of the present application.

[0084] It should be noted that, in the case of the embodiments of the present application involving user information, the user information (including but not limited to user device information, user personal information, etc.) and data (including but not limited to data for analysis, stored data, displayed data, etc.) involved in the embodiments of the present application are all information and data authorized by the user or authorized by all parties, and the collection, use, and processing of related data need to comply with relevant laws, regulations, and standards of relevant countries and regions, and provide corresponding operation portals for users to choose authorization or refusal. In addition, the various models (including but not limited to language models or large models) involved in the present application are in compliance with relevant laws and standard regulations.

[0085] The technical solutions of the embodiments of the present application can be applied to an online system for providing objects for users to perform interactive behaviors.

[0086] As described in the background, the intelligent service can only identify the target object of the queried object dimension from the conversation message of the user and give a response of the object dimension, while in actual applications, an object is often composed of multiple object instances, and the user may want to know the specific object instance, therefore, the service accuracy of the service resource is not high.

[0087] In some online systems that provide objects for users to perform interactive behaviors, for example, online transaction platforms that provide commodity transactions, in order to provide a better service experience for users, the online system can generally provide communication capabilities for the object provider or the online system to provide services for users, and a conversation channel can be established between the user and the service resource to communicate through message forms. For example, in a pre-sale service scenario, the user can send a dialogue message to the service resource to inquire about the relevant information of the target object, and the service resource can refer to artificial service or intelligent service, etc.

[0088] To solve the technical problem of low accuracy of existing service responses, the embodiments of the present application provide a solution, and the basic idea is: obtaining a dialogue message sent by a user end based on a first session connection, wherein the first session connection is established based on a service request sent by the user end; identifying a target object associated with the dialogue message, and determining a plurality of object instances of the target object; providing first selection prompt information for the plurality of object instances to the user end; in response to a first selection request triggered for the first selection prompt information, determining a selected target object instance; generating a first response message corresponding to the dialogue message based on instance information corresponding to the target object instance; and sending the first response message to the user end based on the first session connection.

[0089] In the embodiments of the present application, by identifying the target object associated with the dialogue message and the plurality of object instances of the target object, the selection function of the object instance can be provided to the user, so that the user can accurately select the target object instance, and then the server can generate a targeted and accurate response message based on the instance information of the target object instance, thereby providing more accurate intelligent services, improving communication efficiency, and ensuring user experience. In a pre-sale service scenario, the user interaction desire can be improved, and the object conversion rate can be improved.

[0090] The technical solutions in the embodiments of the present application will be described clearly and completely in combination with the drawings in the embodiments of the present application. Obviously, the described embodiments are only some of the embodiments of the present application, not all the embodiments. Based on the embodiments in the present application, all other embodiments obtained by those skilled in the art without creative labor fall within the scope of the present application.

[0091] The implementation details of the technical solutions of the embodiments of the present application are described in detail below.

[0092] Figure 1A flowchart of an embodiment of a service providing method provided for the present application, the technical solution of the embodiment can be executed by a service end, in the embodiment, the service end provides intelligent service, the service end is deployed in an online system, in actual application, the online system is usually composed of a user end and a service end, the user end and the service end establish a connection through a network. The network provides a communication link medium between the user end and the service end. The network can include various connection types, such as wired, wireless communication links or optical fiber cables, etc.

[0093] The user end can be user-oriented, that is, the actual application consumer or buyer, the user can interact through the user end, such as object purchase.

[0094] The method can include the following steps:

[0095] 101: Obtain the conversation message sent by the user end based on the first session connection.

[0096] The first session connection is established based on the service request sent by the user end.

[0097] The service request can be generated by the user end in response to the service trigger operation, which can be a service request for customer service. The service trigger operation can be a trigger operation for service prompt information, which can be displayed in a target page, such as a home page or an object detail page, etc.

[0098] The first session connection can be a long connection between the user end and the service end for communication, such as websocket (a full-duplex communication protocol) connection, etc. After the establishment of the first session connection, the user end can display a service session interface, and the user (such as a consumer) can perform a message input operation in the service session interface, so that the user end can detect and obtain the conversation message, and can send the conversation message to the service end. Optionally, the user end can send a session end request to the service end in response to the session end operation, so as to disconnect the first session connection. The session end operation can be, for example, an exit operation of the service session interface, etc.

[0099] 102: Identify the target object associated with the conversation message, and determine a plurality of object instances of the target object.

[0100] An object is often composed of a combination of object instances, such as an object with different specifications and attribute parameters, such as size, color, shape, etc. One object instance can correspond to one or more attribute parameters.

[0101] In actual applications, the object can refer to an SPU (Standard Product Unit), such as in an e-commerce scenario, representing a type of commodity, and the object instance can be represented as an SKU (Stock Keeping Unit), such as in an e-commerce scenario, representing a specific commodity instance.

[0102] For example, if the target object is a mobile phone, its attribute parameters can include color (white, black), size (5 inches, 7 inches), and storage capacity (16 GB, 32 GB, 64 GB), and the object instance at this time can include, for example, white 5-inch 16 GB, black 7-inch 32 GB, and the like.

[0103] The service type of the service request sent by the user terminal can be identified first, such as a service type including pre-sale service, after-sale service, or complaint opinion, and the like. In the case of identifying the service type as pre-sale service, the target object associated with the dialogue message can be identified. Pre-sale service is usually the case where the user wants to further understand the object or object instance, and expects to obtain service from the service resource in the form of a conversation. The embodiments of the present application can identify the target object for pre-sale service, so as to provide accurate and targeted pre-sale service for the user, to improve the user's interest in the target object and improve the object conversion rate. Of course, the identification of the service type can not be performed, and the identification of the target object can be performed for all service request information, which is not limited in the present application.

[0104] 103: providing the user terminal with first selection prompt information for a plurality of object instances.

[0105] 104: determining the selected target object instance in response to a first selection request triggered by the first selection prompt information.

[0106] In the process of determining the selected target object instance, the instance identifier corresponding to the target object instance can also be determined.

[0107] The first selection prompt information of the plurality of object instances can include, for example, selection prompt content, a selection confirmation control, and object instance prompt information corresponding to the plurality of object instances, and the like. The object instance prompt information can include, for example, a picture of the object instance and attribute parameter values corresponding to the object instance, and the like, which can be implemented in the form of a control and selected based on user operation, and the like.

[0108] For ease of understanding, as Figure 2 A schematic diagram of the first selection prompt information in an actual application is shown. As Figure 2As shown, the first selection prompt information 200 can include a selection prompt content 201, a selection confirmation control 202, and object instance prompt information 203. For example, if the target object is trousers, the corresponding attribute parameters include color (dark blue, black, or light blue), style (seven-eighths, nine-eighths, or long pants), and pant type (straight, bell, pencil, pipe, or wide leg), etc., the object instance prompt information of a certain object instance can be, for example, "dark blue straight long pants", "dark blue seven-eighths pencil pants", or "black nine-eighths pipe pants", etc. Figure 2 As shown, the first selection prompt information 200 can include a selection prompt content 201, a selection confirmation control 202, and object instance prompt information 203. For example, if the target object is trousers, the corresponding attribute parameters include color (dark blue, black, or light blue), style (seven-eighths, nine-eighths, or long pants), and pant type (straight, bell, pencil, pipe, or wide leg), etc., the object instance prompt information of a certain object instance can be, for example, "dark blue straight long pants", "dark blue seven-eighths pencil pants", or "black nine-eighths pipe pants", etc. Figure 2 The object instance prompt information of all object instances is not shown in the above embodiment, and different object instance prompt information can be exposed by paging.

[0109] The first selection request can be generated by the user terminal in response to the triggering operation of the object instance prompt information of the target object instance and the selection confirmation control.

[0110] 105: Based on the instance information corresponding to the target object instance, a first response message corresponding to the dialogue message is generated.

[0111] The instance information corresponding to the target object instance can include at least one question and answer knowledge pair corresponding to the target object instance, and / or object attribute information and instance attribute information corresponding to the target object instance, etc. For details, please refer to the description below.

[0112] 106: The first response message is sent to the user terminal based on the first session connection.

[0113] By identifying the target object associated with the dialogue message and the multiple object instances of the target object, the embodiments can provide the user with the selection function of the object instance, so that the user can accurately select the target object instance, and then the server can generate a targeted and accurate response message based on the instance information of the target object instance, thereby providing more accurate intelligent services, improving communication efficiency, and ensuring user experience. In the pre-sales service scenario, the user interaction desire can be improved, and the object conversion rate can be improved.

[0114] In some embodiments, identifying the target object associated with the dialogue message and determining the multiple object instances of the target object can include: identifying whether the dialogue message is associated with the target object; if yes, determining the multiple object instances of the target object; if not, determining at least one object according to the historical interaction data corresponding to the user terminal; providing the user terminal with second selection prompt information for the at least one object; and determining the selected target object in response to a second selection request triggered for the second selection prompt information.

[0115] The historical interaction data corresponding to the user end can include historical browsing, searching, adding to cart, and / or evaluation, etc. For example, the objects browsed in the recent reservation period can be determined from the objects browsed by the user as the at least one object.

[0116] The second selection prompt information of the at least one object can include, for example, selection prompt content, a selection confirmation control, and object prompt information corresponding to the at least one object, etc. The object prompt information can include, for example, object price, object picture, and object description information, etc. The object description information can include information describing object attributes, characteristics, and styles, etc., which can be implemented in the form of a control and thus be selected based on user operation, etc.

[0117] The second selection request can be generated by the user end in response to the triggering operation of the object prompt information and the selection confirmation control of the target object.

[0118] In some embodiments, there can be various implementation manners for identifying whether the dialogue message is associated with the target object:

[0119] As an optional implementation manner, it can be determined whether the object identifier is carried in the service request. If yes, the target object corresponding to the object identifier is determined. The service request can be generated in response to the triggering operation of the service prompt information in the target object detail page. Therefore, the service request can carry the object identifier of the target object.

[0120] As another optional implementation manner, it can be determined whether the target object is involved in the historical session record of the first session connection.

[0121] In some embodiments, determining the multiple object instances of the target object can include: determining whether there is a demand for obtaining the object instances of the target object based on the object information of the target object and the dialogue message; if yes, determining the multiple object instances of the target object; and if no, generating a first response message corresponding to the dialogue message based on the object information of the target object.

[0122] The object information of the target object can include at least one question and answer knowledge pair corresponding to the target object, object attribute information corresponding to the target object, and / or instance attribute information, etc.

[0123] The object attribute information corresponding to the target object can include attribute information of the target object in the object dimension, etc. For example, the attribute information in the object dimension can include category and brand, etc. The instance attribute information corresponding to the target object can include attribute information of the object instance contained in the target object in the instance dimension, etc. For example, the attribute information in the instance dimension can include color, size, and material, etc. of the object instance.

[0124] For example, if the dialogue message is a query for the object dimension, there is no need to obtain the target object instance even if the target object contains multiple object instances. For example, if the dialogue message is "Is this pair of scissors suitable for the kitchen?", and the multiple object instances of the target object are only multiple scissors with different colors, there is no need to obtain the target object instance.

[0125] Optionally, the recognition model can be used to determine whether there is a need to obtain the target object instance based on the object information of the target object and the dialogue message. The first prompt instruction can be generated based on the object information of the target object and the dialogue message, and the first prompt instruction can be input into the recognition model to determine whether there is a need to obtain the target object instance based on the object information of the target object and the dialogue message.

[0126] In some embodiments, generating the first response message corresponding to the dialogue message based on the object information of the target object includes one or more of the following implementation manners:

[0127] As an optional implementation manner, at least one question and answer knowledge pair corresponding to the target object can be found from the object knowledge base, and a target question and answer knowledge pair matching the dialogue message can be identified from the at least one question and answer knowledge pair, and the first response message corresponding to the dialogue message can be generated based on the response data in the target question and answer knowledge pair.

[0128] The object knowledge base can store the object identifier of the object and at least one question and answer knowledge pair corresponding to the object, so that at least one question and answer knowledge pair corresponding to the target object instance can be found from the object knowledge base according to the object identifier of the target object.

[0129] The object identifier of the target object on which the query is based can be an object identifier carried in the service request, etc.

[0130] The question and answer knowledge pair includes question data and response data corresponding to the question data. The question data matching the dialogue message can be determined from the at least one question and answer knowledge pair, so that the question and answer knowledge pair to which the question data belongs is determined as the target question and answer knowledge pair matching the dialogue message, and the first response message corresponding to the dialogue message is generated based on the response data in the target question and answer knowledge pair.

[0131] The question data matching the dialogue message can be determined from the at least one question and answer knowledge pair by using a text matching manner, for example, the text similarity and / or semantic similarity between the question data in the at least one question and answer knowledge pair and the dialogue message can be calculated to determine the question data matching the dialogue message. The matching manner is not limited in the present application.

[0132] Optionally, the response data in the target question-answer knowledge pair can be taken as the first response message. Optionally, the response data in the target question-answer knowledge pair can be more vivid and natural based on the dialogue message by using the question-answer processing model, and the first response message corresponding to the dialogue message can be generated.

[0133] The recognition model or the question-answer processing model involved in the embodiments of the present application can be a language model (LM) or a multimodal model (MM) based on artificial intelligence, and the embodiments of the present application do not limit the number of model parameters supported by the model, and the goal is to meet the actual needs.

[0134] The prompt instruction involved in the embodiments of the present application is a natural language input, similar to a command or an instruction, used to prompt or guide the model to give an expected output.

[0135] As another optional implementation manner, the object attribute information and the instance attribute information corresponding to the target object can be found from the object information library, and the first response message corresponding to the dialogue message can be generated based on the object attribute information and the instance attribute information by using the question-answer processing model.

[0136] The object information library can save the object attribute information and the instance attribute information corresponding to the object, which can be saved by corresponding the instance identifier of the object instance contained in the object to the instance attribute information of the object instance, corresponding the object identifier of the object to the object attribute information, and associating the instance identifier of the object instance contained in the object to the object identifier of the object, so that the object attribute information of the object and the instance attribute information of the object instance contained in the object can be found from the object information library according to the object identifier of the target object.

[0137] The second prompt instruction such as "generate a natural and vivid response in combination with the object attribute information and the instance attribute information to respond to the dialogue message" can be input to the question-answer processing model to instruct the question-answer processing model to generate the first response message corresponding to the dialogue message in combination with the object attribute information and the instance attribute information.

[0138] As another optional implementation manner, the object attribute information and the instance attribute information corresponding to the target object can be found from the object information library, and the first response message corresponding to the dialogue message can be generated based on the object attribute information and the instance attribute information by using the question-answer processing model.

[0139] Optionally, the first response message corresponding to the lively and natural dialogue message can be generated based on the attribute data by using a question and answer processing model. The third prompt instruction such as "generate a natural and lively response based on the attribute data to respond to the dialogue message" can be input to the question and answer processing model to instruct the question and answer processing model to generate the first response message corresponding to the dialogue message in combination with the attribute data.

[0140] In this embodiment, the object knowledge base or the object information base can quickly find the related information of the target object, thereby improving the efficiency of generating the first response message.

[0141] In some embodiments, determining the multiple object instances of the target object can include: identifying whether the dialogue message is associated with the target object instance; if yes, performing the operation of generating the first response message corresponding to the dialogue message based on the instance information corresponding to the target object instance; and if no, determining the multiple object instances of the target object.

[0142] In some embodiments, identifying whether the dialogue message is associated with the target object instance can have multiple implementation manners. As an optional implementation manner, identifying whether the dialogue message is associated with the target object instance can be by judging whether the instance identifier is carried in the service request, and if yes, determining the target object instance corresponding to the instance identifier.

[0143] The service request can be generated in response to the object instance selection operation in the target object detail page and the triggering operation of the service prompt information. Since the service request is generated in the case of selecting the target object instance, the instance identifier of the target object instance can be carried in the service request.

[0144] For example, the target object detail page can provide an attribute selection area, and the attribute selection area can display multiple attribute parameter controls. Each attribute parameter control can display the parameter data of the attribute parameter.

[0145] As another optional implementation manner, identifying whether the dialogue message is associated with the target object instance can be by judging whether the target object instance is involved in the historical session record of the first session connection.

[0146] As still another optional implementation manner, a description keyword in the dialogue message can be identified, and it can be judged whether there is a target object instance whose attribute parameter matches the description keyword. For example, the description keyword in the dialogue message is "light and thin high-performance notebook", and the target object is a notebook. The target object instance whose attribute parameter matches the description keyword "light and thin high-performance notebook" found from the multiple object instances of the target object is a notebook with "13 inches and 8 GB memory". Thus, personalized recommendation is achieved.

[0147] In some embodiments, generating a first response message corresponding to a dialogue message based on instance information of the target object instance includes one or more of the following implementation methods:

[0148] As an optional implementation, at least one question-and-answer knowledge pair corresponding to the target object instance can be found in the object knowledge base, and the target question-and-answer knowledge pair matching the dialogue message can be identified from the at least one question-and-answer knowledge pair. Based on the response data in the target question-and-answer knowledge pair, the first response message corresponding to the dialogue message can be generated.

[0149] The object knowledge base can store the instance identifier of an object instance and at least one question-and-answer knowledge pair corresponding to the object instance. Therefore, at least one question-and-answer knowledge pair corresponding to the target object instance can be found from the object knowledge base based on the instance identifier of the target object instance.

[0150] The instance identifier of the target object instance used for the query can be the instance identifier carried in the aforementioned service request.

[0151] A question-answer knowledge pair includes question data and corresponding response data. It is then possible to determine the question data matching the dialogue message from at least one question-answer knowledge pair, thus identifying the question-answer knowledge pair to which the question data belongs as the target question-answer knowledge pair matching the dialogue message. Based on the response data in the target question-answer knowledge pair, a first response message corresponding to the dialogue message is generated.

[0152] This can be achieved by using text matching to determine the question data that matches the dialogue message from at least one question-answer knowledge pair. For example, the text similarity and / or semantic similarity between the question data and the dialogue message in at least one question-answer knowledge pair can be calculated to determine the question data that matches the dialogue message. This application does not limit the matching method.

[0153] As an alternative implementation, the object attribute information and instance attribute information corresponding to the target object instance can be found in the object information database. Then, using a question-and-answer processing model, the first response message corresponding to the dialogue message can be generated based on the object attribute information and instance attribute information.

[0154] The object information database can store object attribute information and instance attribute information corresponding to object instances. It can store the instance identifier of an object instance and the instance attribute information of the object instance, store the object identifier of the object to which the object instance belongs and the object attribute information, and store the instance identifier of an object instance and the object identifier of the object to which the object instance belongs. Therefore, the instance attribute information of the object instance and the object attribute information of the object to which the object instance belongs can be retrieved from the object attribute information database based on the instance identifier of the target object instance.

[0155] Among them, the object attribute information corresponding to the object instance can refer to the object attribute information of the object to which the object instance belongs. This object attribute information can include object-dimensional attribute information, such as category and brand.

[0156] The instance attribute information corresponding to an object instance can include the instance dimension attribute information of the object instance, such as color, size and material.

[0157] For example, instance attribute information of the target object instance may include the inventory quantity.

[0158] If the inventory quantity of the target object instance is less than the predetermined quantity, at least one similar object instance that meets the similarity requirement can be queried from the object information database. Using a question-and-answer processing model, a recommendation message is generated based on the object attribute information and instance attribute information of at least one similar object instance. This recommendation message is then used as the first response message. For example, the similarity between the object attribute information and instance attribute information of the target object instance and the object attribute information and instance attribute information of other object instances can be calculated, and object instances with a similarity greater than a similarity threshold are considered at least one similar object instance. This allows for the recommendation of similar object instances when the inventory of the target object instance is insufficient, which helps in better inventory management. In pre-sales scenarios, it can facilitate pre-sales guidance, improving user conversion rates and user experience.

[0159] As another alternative implementation, the object attribute information and instance attribute information corresponding to the target object instance can be searched from the object information database. It can also be determined whether there is attribute data matching the dialogue message in the object attribute information and instance attribute information, and the first response message corresponding to the dialogue message can be generated based on the attribute data.

[0160] In some embodiments, to improve the object knowledge base, the method may further include: generating candidate question-answer knowledge pairs corresponding to the target object instance based on the dialogue message and the first response message, and saving the candidate question-answer knowledge pairs and the instance identifier of the target object instance to the object knowledge base.

[0161] Furthermore, if the first response message is the first response message corresponding to the dialogue message generated based on the object information of the target object, then candidate question-answer knowledge pairs corresponding to the target object can be generated based on the dialogue message and the first response message, and the candidate question-answer knowledge pairs and the object identifier of the target object can be saved to the object knowledge base.

[0162] In this embodiment, querying the object knowledge base or object information base can quickly find relevant information about the target object instance, improving the efficiency of generating the first response message.

[0163] In some embodiments, the method may further include: in response to a service conversion request sent by a user terminal, sending a dialogue message and a first response message to a service provider via a second session connection; providing search suggestion information to the service provider; searching for target information matching the search keywords from an object information database and / or an object knowledge base based on the search keywords sent by the service provider; and sending the target information to the service provider.

[0164] Among them, the service provider can be human-facing, and the service provider can respond to human-facing search requests sent to the server in response to search keywords triggered by search prompts.

[0165] The server can search for target information matching the search keywords from the object information database and / or object knowledge base based on the search keywords sent by the service provider. This can be done by searching for the target information corresponding to the target object or the target object instance that matches the search keywords from the object information database and / or object knowledge base, based on the object identifier of the identified target object or the instance identifier of the target object instance and the search keywords sent by the service provider.

[0166] Optionally, the target information can be obtained by searching for attribute data matching the search keywords from the object attribute information and instance attribute information of the target object or the instance identifier of the target object instance.

[0167] Optionally, based on the object identifier of the target object or the instance identifier of the target object instance, a target question-and-answer knowledge pair matching the search keywords can be found from at least one question-and-answer knowledge pair corresponding to the target object or the target object instance in the object knowledge base, and the response data in the target question-and-answer knowledge pair can be used as the target information.

[0168] Optionally, information extraction can be performed based on attribute data matched by search keywords and response data in the target question-answer knowledge pair, such as removing redundant information from both types of data and using the extracted information as the target information.

[0169] The human service can determine the second response message for the dialogue message based on the target information. For example, the service provider can determine that the target information is directly used as the second response message, or in response to the human service's update operation on the target information, determine that the updated target information is the second response message and send the second response message to the server.

[0170] This embodiment helps users switch to human assistance when communication with intelligent services is difficult, providing a consistent and effective communication experience. The service provider can obtain the dialogue messages and first response messages corresponding to the first session connection, which helps the human service accurately and comprehensively grasp the user's needs. The search prompts help the human service select search keywords, and then search for target information matching the search keywords from the object information database and / or object knowledge base. This helps the human service determine the second response message based on the target information, accurately solve the user's problem, improve the response efficiency of the human service, improve the communication efficiency between the human service and the user, and improve the user experience.

[0171] In some embodiments, the method may further include: obtaining a second response message sent by the service provider based on the second session connection in response to the dialogue message; generating candidate question-answer knowledge pairs corresponding to the target object instance based on the dialogue message and the second response message; and saving the candidate question-answer knowledge pairs and the instance identifier of the target object instance to the object knowledge base.

[0172] Candidate question-answer pairs, consisting of dialogue messages and second response messages from human service, are saved to the object knowledge base.

[0173] In some embodiments, saving the candidate question-answer knowledge pair and the instance identifier of the target object instance to the object knowledge base may include: sending the candidate question-answer knowledge pair to the configuration personnel; updating the candidate question-answer knowledge pair in response to an update request triggered by the configuration personnel; and saving the updated candidate question-answer knowledge pair and the instance identifier of the target object instance to the object knowledge base.

[0174] Candidate question-and-answer knowledge pairs can consist of a dialogue message and a first response message, or a dialogue message and a second response message. Configuration personnel can update the dialogue messages, first response messages, and / or second response messages within the candidate question-and-answer knowledge pairs. For example, they can supplement incomplete first or second response messages, or modify first or second response messages with erroneous information. This improves the accuracy of the question-and-answer knowledge pairs saved in the object knowledge base. Adding new question-and-answer knowledge pairs to the object knowledge base enhances its comprehensiveness and richness.

[0175] It should be noted that the technical solutions in this application are applicable to virtual network environments, and the users described generally refer to "virtual users." Real users can register user accounts on the server through registration to obtain user identities in the network environment. The same user account can log in to the server through different types of client terminals, enabling the server to identify the same user.

[0176] Interactions between the server and the user can be based on user accounts. The data received or sent by the server to the user is also based on the user account; in reality, the user's client, corresponding to the user account, receives or sends data to the server. Furthermore, users can also communicate with each other through their user accounts. Here, "user" can refer to an individual or an organization, such as a company; this application does not impose specific restrictions.

[0177] For ease of understanding, Figure 3 This illustration shows a scenario interaction diagram of an embodiment of this application in a practical application. Figure 3 As shown, the user terminal 301 and the service provider terminal 302 can establish a network connection with the server terminal 303 respectively.

[0178] The user terminal 301 and the service provider terminal 302 can be browsers, apps, web applications such as H5 (HyperText Markup Language 5) applications, lightweight applications (also known as mini-programs), or cloud applications. Both can be deployed on electronic devices and require the device to run or certain apps on the device to function. Electronic devices can have displays and support information browsing, such as personal mobile terminals like mobile phones, tablets, personal computers, desktop computers, smart speakers, smartwatches, etc. For ease of understanding... Figure 3 The user terminal 301 and the service provider terminal 302 are primarily represented by device images. Various other types of applications can also be configured in electronic devices, such as human-computer interaction applications, model training applications, text processing applications, web browser applications, shopping applications, search applications, instant messaging tools, email clients, and social media platform software. Electronic devices can refer to devices used by users that have the computing, internet access, and communication functions required by the user, such as mobile phones, tablets, personal computers, and wearable devices. Electronic devices typically include at least one processing component and at least one storage component. Electronic devices may also include basic configurations such as network interface cards (NICs), I / O buses, and audio / video components; this application does not limit their inclusion of these components. Optionally, depending on the implementation of the electronic device, it may also include some peripheral devices, such as keyboards, mice, input pens, and printers; this application does not limit their inclusion of these components.

[0179] A server-side 303 statement can include servers providing various services, such as servers supporting model training or servers processing information sent by users. It's important to note that a server-side 303 statement can be implemented as a distributed server cluster composed of multiple servers, or as a single server. The server can also be a server in a distributed system, or a server integrated with blockchain technology. Furthermore, the server can be a cloud server providing basic cloud computing services such as cloud services, cloud databases, cloud computing, cloud functions, cloud storage, network services, cloud communication, middleware services, domain name services, security services, content delivery networks (CDNs), and big data and artificial intelligence platforms, or an intelligent cloud computing server or intelligent cloud host with artificial intelligence technology.

[0180] The server 303 can obtain the dialogue message sent by the client 301 based on the first session connection, identify the target object or target object instance associated with the dialogue message, search for the object information of the target object or the instance information of the target object instance from the object knowledge base 304 and / or the object information base 305, generate the first response message corresponding to the dialogue message, and send the first response message to the client 301 based on the first session connection.

[0181] In response to a service conversion request sent by a client 301, the server 303 can send the dialogue message and the first response message to the service provider 302 via the second session connection, obtain the second response message sent by the service provider 302 via the second session connection in response to the service request message, and send the second response message to the client 301 via the first session connection.

[0182] For details, please refer to the following: Figure 4 The service provision process diagram shown indicates that server 303 can execute step 401: obtain the dialogue message sent by the user based on the first session connection; and execute step 402: identify whether the dialogue message is associated with the target object.

[0183] After executing step 402, if the dialogue message is not associated with the target object, execute step 403: determine at least one object based on the historical interaction data corresponding to the user terminal, and then execute step 404: provide the user terminal with a second selection prompt for at least one object, and then execute step 405: in response to the second selection request triggered by the second selection prompt, determine the selected target object, and then execute step 406: based on the object information of the target object and the dialogue message, determine whether there is a need to obtain an instance of the target object.

[0184] After executing step 402, if the dialogue message is associated with the target object, proceed directly to step 406.

[0185] After executing step 406, if there is a need to obtain the target object instance, execute step 407: identify whether the dialogue message is associated with the target object instance.

[0186] After executing step 407, if the dialogue message is not associated with the target object instance, execute step 408: determine multiple object instances of the target object, then execute step 409: provide the user with a first selection prompt for the multiple object instances; then execute step 410: in response to the first selection request triggered by the first selection prompt, determine the selected target object instance; then execute step 411: obtain the instance information corresponding to the target object instance; then execute step 412: based on the instance information corresponding to the target object instance, generate a first response message corresponding to the dialogue message, and send the first response message to the user based on the first session connection.

[0187] After executing step 407, if the dialogue message is associated with the target object instance, proceed directly to step 411.

[0188] After executing step 406, if there is no need to obtain the target object instance, execute step 413: obtain the object information of the target object; execute step 414: based on the object information of the target object, generate the first response message corresponding to the dialogue message, and send the first response message to the user terminal based on the first session connection.

[0189] In addition, after executing step 414 and step 412, step 415 can be executed: based on the dialogue message and the first response message, generate candidate question-answer knowledge pairs corresponding to the target object instance, and save the candidate question-answer knowledge pairs and the instance identifier of the target object instance to the object knowledge base.

[0190] In addition, after executing step 414 and step 412, server 303 can respond to the service conversion request sent by user 301 and can also execute step 416: send the dialogue message and the first response message to service provider 302 based on the second session connection.

[0191] In this embodiment, the server can perform multiple identification and judgment processes. If the dialogue message is not associated with the target object or a target object instance, the server can provide the user with an object instance selection function. This allows the user to accurately select the target object instance, and the server can then generate a targeted and accurate response message based on the instance information of the target object instance. This provides more accurate intelligent services, improves communication efficiency, and ensures a better user experience. In pre-sales service scenarios, this can enhance user interaction and increase object conversion rates.

[0192] Figure 5A flowchart of an embodiment of an information configuration method provided in this application is provided. The method may include the following steps:

[0193] 501: Get the Q&A knowledge base provided by the configuration personnel.

[0194] Optionally, the question-and-answer knowledge pairs provided by the configuration personnel can be... Figure 1 The candidate question-and-answer knowledge pairs in the embodiments are obtained after updating. Optionally, the configuration personnel can also directly provide the question-and-answer knowledge pairs.

[0195] 502: Determine at least one object and / or at least one object instance configured for the question-and-answer knowledge.

[0196] The same question-and-answer knowledge pair can be applied to multiple objects and / or object instances. Therefore, at least one corresponding object and / or at least one object instance can be set for a question-and-answer knowledge pair.

[0197] 503: Save the object identifier of at least one object and / or the instance identifier of at least one object instance corresponding to the question-and-answer knowledge pair to the object knowledge base.

[0198] Specifically, the object knowledge base is used to determine at least one question-and-answer knowledge pair corresponding to the target object or target object instance associated with the dialogue message; at least one question-and-answer knowledge pair is used to determine the target knowledge question-and-answer pair that matches the dialogue message; and the response data in the target knowledge question-and-answer pair is used to generate the response message corresponding to the dialogue message.

[0199] This object knowledge base can be used to find at least one question-and-answer knowledge pair for a target object based on its object identifier, or to find at least one question-and-answer knowledge pair for an instance of the target object based on its instance identifier.

[0200] For a detailed explanation of the target object or target object instance, as well as the method for generating the response message, please refer to [link to relevant documentation]. Figure 1 In the illustrated embodiment.

[0201] In this embodiment, the question-and-answer knowledge pairs provided by the configuration personnel and at least one object and / or at least one object instance set for the question-and-answer knowledge pairs can be saved to the object knowledge base to improve the object knowledge base. This facilitates the quick search for matching response data based on the object knowledge base to generate response messages when dialogue messages are obtained, thereby improving communication efficiency.

[0202] In some embodiments, obtaining the question-and-answer knowledge pair provided by the configuration personnel and determining at least one object and / or at least one object instance set by the configuration personnel for the question-and-answer knowledge pair may include: providing a configuration interface; and in response to a configuration request, determining the question-and-answer knowledge pair provided by the configuration personnel, and at least one object and / or at least one object instance set for the question-and-answer knowledge pair.

[0203] For ease of understanding, Figure 6 The diagram illustrates a configuration interface in a practical application. This interface 600 displays problem data configuration prompts 601, object / object instance configuration prompts 602, and response data configuration prompts 603. Problem data configuration prompts 601 include a problem data input box where the user can enter the problem data to be configured. Object / object instance configuration prompts 602 include an identifier input box where the user can enter the identifier of the object / object instance. Response data configuration prompts 603 include an editing area where the user can enter response data.

[0204] Figure 7 A flowchart illustrating an embodiment of an information display method provided in this application. The technical solution of this embodiment can be executed by a service provider, and the method may include the following steps:

[0205] 701: Provide a service session interface in the user interface.

[0206] The service session interface is determined based on the second session connection corresponding to the service provider.

[0207] 702: Based on the second session connection, obtain the dialogue message and the first response message corresponding to the first session connection;

[0208] 703: Displays the dialogue message and the first response message in the service session interface.

[0209] 704: Displays search suggestions in the user interface.

[0210] 705: Based on the search keywords triggered by the search suggestion information, a search request is sent to the server, so that the server can search for target information matching the search keywords from the object information base and / or object knowledge base based on the search keywords sent by the service provider and the target object or target object instance associated with the dialogue message; the object knowledge base is used to store at least one question-answer knowledge pair corresponding to the object and / or object instance respectively; the object information base is used to store the object attribute information and instance attribute information corresponding to the object and / or object instance respectively.

[0211] For detailed search instructions, please see [link / reference]. Figure 1 As described in the illustrated embodiment.

[0212] 706: Display target information in the user interface.

[0213] To facilitate understanding, as Figure 8 This diagram illustrates the display of a user interface in a real-world application.

[0214] For example, the user interface 800 may include search prompt information 801 such as "origin, composition, material, capacity, specifications, version, model" to prompt the human service to select search keywords. For example, the service provider may send a search request to the server in response to the human service's trigger operation for "origin". The server may search for target information such as "origin XX" that matches "origin" from the object information database and / or object knowledge base based on the search keyword "origin". The target information is then sent to the service provider so that the service provider can display the target information 802 in the user interface.

[0215] In this embodiment, the acquisition of the dialogue messages and first response messages corresponding to the first session connection helps the human service accurately and comprehensively grasp user needs. Displaying search prompts helps the human service select search keywords, allowing the server to search for and display target information matching the search keywords from the object information database and / or object knowledge base. This helps the human service determine the second response message based on the target information, improving the response efficiency of the human service, improving the communication efficiency between the human service and the user, and enhancing the user experience.

[0216] The detailed implementation methods and beneficial effects of each step in this embodiment have been described in detail in the foregoing embodiments, and will not be elaborated here.

[0217] It should be noted that some processes described in the above embodiments and accompanying drawings include multiple operations appearing in a specific order. However, it should be clearly understood that these operations may not be executed in the order they appear in this document, or they may be executed in parallel. The operation numbers, such as 701, 702, etc., are merely used to distinguish different operations and do not represent any execution order. Furthermore, these processes may include more or fewer operations, and these operations may be executed sequentially or in parallel. It should also be noted that the descriptions such as "first" and "second" in this document are used to distinguish different messages, devices, modules, etc., and do not represent a sequential order, nor do they limit "first" and "second" to different types.

[0218] Figure 9 A schematic diagram of one embodiment of a service providing apparatus provided in this application is shown. The apparatus includes:

[0219] The first acquisition module 901 is used to acquire dialogue messages sent by the user terminal based on the first session connection; wherein, the first session connection is established based on the service request sent by the user terminal;

[0220] Recognition module 902: Recognizes the target object associated with the dialogue message and determines multiple object instances of the target object;

[0221] First providing module 903: Provides the user with a first selection prompt message for multiple object instances;

[0222] First determination module 904: In response to a first selection request triggered by a first selection prompt, determine the selected target object instance;

[0223] Generation module 905: Generates the first response message corresponding to the dialogue message based on the instance information corresponding to the target object instance;

[0224] First sending module 906: Sends the first response message to the user terminal based on the first session connection.

[0225] In some embodiments, the identification module identifying the target object associated with the dialogue message and determining multiple object instances of the target object may include: identifying whether the dialogue message is associated with the target object; if so, determining multiple object instances of the target object; if not, determining at least one object based on the historical interaction data corresponding to the user terminal; providing the user terminal with a second selection prompt for at least one object; and determining the selected target object in response to a second selection request triggered by the second selection prompt.

[0226] In some embodiments, there are multiple ways to identify whether a dialogue message is associated with a target object:

[0227] As an optional implementation, one approach is to determine whether the service request carries an object identifier; if so, to identify the target object corresponding to that identifier. The service request can be generated in response to a service notification on the target object's details page. Therefore, the service request can carry the target object's object identifier.

[0228] As an alternative implementation, one could determine whether the target object is involved in the historical session records of the first session connection.

[0229] In some embodiments, the identification module may determine multiple object instances of the target object by: determining whether there is a need to obtain the target object instance based on the object information of the target object and the dialogue message; if yes, determining multiple object instances of the target object; if no, generating a first response message corresponding to the dialogue message based on the object information of the target object.

[0230] In some embodiments, the generation module generates a first response message corresponding to the dialogue message based on the object information of the target object, including one or more of the following implementation methods:

[0231] As an optional implementation, at least one question-and-answer knowledge pair corresponding to the target object can be found in the object knowledge base, and the target question-and-answer knowledge pair matching the dialogue message can be identified from the at least one question-and-answer knowledge pair. Based on the response data in the target question-and-answer knowledge pair, the first response message corresponding to the dialogue message can be generated.

[0232] As an alternative implementation, the object attribute information and instance attribute information corresponding to the target object can be found in the object information database. Then, using a question-and-answer processing model, the first response message corresponding to the dialogue message can be generated based on the object attribute information and instance attribute information.

[0233] As another alternative implementation, the object attribute information and instance attribute information corresponding to the target object can be searched from the object information database. It can also be determined whether there is attribute data matching the dialogue message in the object attribute information and instance attribute information, and the first response message corresponding to the dialogue message can be generated based on the attribute data.

[0234] In some embodiments, the identification module may determine multiple object instances of the target object by: identifying whether the dialogue message is associated with a target object instance; if so, performing an operation to generate a first response message corresponding to the dialogue message based on the instance information corresponding to the target object instance; if not, determining multiple object instances of the target object.

[0235] In some embodiments, there are multiple ways to identify whether a dialogue message is associated with a target object instance:

[0236] As an optional implementation, identifying whether a dialogue message is associated with a target object instance can be done by determining whether the service request carries an instance identifier; if so, the target object instance corresponding to the instance identifier can be identified.

[0237] As an alternative implementation, identifying whether a dialogue message is associated with a target object instance can be done by determining whether the target object instance is involved in the historical session records of the first session connection.

[0238] As another optional implementation, it is possible to identify descriptive keywords in the dialogue message and determine whether there is a target object whose attribute parameters match the descriptive keywords.

[0239] In some embodiments, the generation module generates a first response message corresponding to the dialogue message based on the instance information of the target object instance, including one or more of the following implementation methods:

[0240] As an optional implementation, at least one question-and-answer knowledge pair corresponding to the target object instance can be found in the object knowledge base, and the target question-and-answer knowledge pair matching the dialogue message can be identified from the at least one question-and-answer knowledge pair. Based on the response data in the target question-and-answer knowledge pair, the first response message corresponding to the dialogue message can be generated.

[0241] As an alternative implementation, the object attribute information and instance attribute information corresponding to the target object instance can be found in the object information database. Then, using a question-and-answer processing model, the first response message corresponding to the dialogue message can be generated based on the object attribute information and instance attribute information.

[0242] As another alternative implementation, the object attribute information and instance attribute information corresponding to the target object instance can be searched from the object information database. It can also be determined whether there is attribute data matching the dialogue message in the object attribute information and instance attribute information, and the first response message corresponding to the dialogue message can be generated based on the attribute data.

[0243] In some embodiments, to improve the object knowledge base, the apparatus may further include:

[0244] The first storage module is used to generate candidate question-and-answer knowledge pairs corresponding to the target object instance based on the dialogue message and the first response message, and to save the candidate question-and-answer knowledge pairs and the instance identifier of the target object instance to the object knowledge base.

[0245] In some embodiments, the device may further include:

[0246] The service conversion module is used to respond to the service conversion request sent by the user terminal by sending the dialogue message and the first response message to the service provider through the second session connection; providing search prompt information to the service provider; searching for target information matching the search keywords from the object information database and / or object knowledge base based on the search keywords sent by the service provider; and sending the target information to the service provider.

[0247] In some embodiments, the first storage module may also be used to: obtain a second response message sent by the service provider based on the second session connection in response to the dialogue message; generate candidate question-answer knowledge pairs corresponding to the target object instance based on the dialogue message and the second response message, and save the candidate question-answer knowledge pairs and the instance identifier of the target object instance to the object knowledge base.

[0248] In some embodiments, saving the candidate question-answer knowledge pair and the instance identifier of the target object instance to the object knowledge base may include: sending the candidate question-answer knowledge pair to the configuration personnel; updating the candidate question-answer knowledge pair in response to an update request triggered by the configuration personnel; and saving the updated candidate question-answer knowledge pair and the instance identifier of the target object instance to the object knowledge base.

[0249] Figure 9 The service providing device can perform Figure 1 The implementation principle and technical effects of the service provision method described in the illustrated embodiments will not be repeated here. The specific methods by which each module and unit of the service provision apparatus in the above embodiments performs its operations have been described in detail in the embodiments related to this method, and will not be elaborated upon here.

[0250] Figure 10 This application provides a schematic diagram of the structure of an information configuration device according to one embodiment. The device includes:

[0251] The second acquisition module 1001 is used to acquire question-and-answer knowledge pairs provided by the configuration personnel;

[0252] The second determining module 1002 is used to determine at least one object and / or at least one object instance set by the configuration personnel for question-and-answer knowledge;

[0253] The second storage module 1002 is used to save the object identifier of at least one object and / or the instance identifier of at least one object instance corresponding to the question-and-answer knowledge pair to the object knowledge base.

[0254] Specifically, the object knowledge base is used to determine at least one question-and-answer knowledge pair corresponding to the target object or target object instance associated with the dialogue message; at least one question-and-answer knowledge pair is used to determine the target knowledge question-and-answer pair that matches the dialogue message; and the response data in the target knowledge question-and-answer pair is used to generate the response message corresponding to the dialogue message.

[0255] In some embodiments, obtaining the question-and-answer knowledge pair provided by the configuration personnel and determining at least one object and / or at least one object instance set by the configuration personnel for the question-and-answer knowledge pair may include: providing a configuration interface; and in response to a configuration request, determining the question-and-answer knowledge pair provided by the configuration personnel, and at least one object and / or at least one object instance set for the question-and-answer knowledge pair.

[0256] Figure 10 The information configuration device can perform Figure 5 The implementation principle and technical effects of the information configuration method described in the illustrated embodiments will not be repeated here. The specific methods by which each module and unit of the information configuration device in the above embodiments performs its operations have been described in detail in the embodiments related to this method, and will not be elaborated upon here.

[0257] Figure 11 This application provides a schematic diagram of the structure of an information display device according to one embodiment. The device includes:

[0258] The second providing module 701 is used to: provide a service session interface in the user interface;

[0259] The service session interface is determined based on the second session connection corresponding to the service provider.

[0260] The third acquisition module 1102 is used to acquire the dialogue message and the first response message corresponding to the first session connection based on the second session connection;

[0261] The first display module 1103 is used to display the dialogue message and the first response message in the service session interface;

[0262] The second display module 1104 is used to display search prompt information in the user interface;

[0263] The second sending module 1105 is used to send a search request to the server based on the search keywords triggered by the search prompt information, so that the server can search for target information matching the search keywords from the object information database and / or object knowledge database based on the search keywords sent by the service provider and the target object or target object instance associated with the dialogue message; wherein, the object knowledge database is used to store at least one question-answer knowledge pair corresponding to the object and / or object instance respectively; the object information database is used to store the object attribute information and instance attribute information corresponding to the object and / or object instance respectively;

[0264] The third display module 1106 is used to display target information in the user interface.

[0265] Figure 11 The information display device can perform Figure 7 The implementation principle and technical effects of the information display method described in the illustrated embodiments will not be repeated here. The specific methods by which each module and unit of the information display device in the above embodiments performs its operations have been described in detail in the embodiments related to this method, and will not be elaborated upon here.

[0266] Figure 12 This is a schematic diagram of the structure of one embodiment of a computing device provided in this application. Figure 12 As shown, in practice, the computing device may include a storage component 1201 and a processing component 1202.

[0267] Storage component 1201 is used to store computer programs and can be configured to store various other data to support operation on a computing device. Examples of this data include instructions for any application or method operating on the computing device, data structures, contact data, phone book data, messages, pictures, videos, etc.

[0268] Processing component 1202, coupled to storage component 1201, is used to execute computer programs in storage component 1201 for implementing, etc. Figure 1 The service provision method or embodiment shown in the figure Figure 5 The information configuration method described in the illustrated embodiment.

[0269] Furthermore, such as Figure 12 As shown, the computing device may also include other components such as a communication component 1203, a display component 1204, a power supply component 1205, and an audio component 1206. Figure 12 The diagram only shows some components and does not mean that the computing device includes only these components. Figure 12 The components shown. Additionally... Figure 12 The components within the dashed box are optional, not mandatory, and their specific requirements depend on the product form of the computing device. The computing device in this embodiment can be a terminal device such as a desktop computer, laptop computer, smartphone, or IoT (Internet of Things) device, or a server-side device such as a conventional server, cloud server, or server array. If the computing device in this embodiment is implemented as a terminal device such as a desktop computer, laptop computer, or smartphone, it may include... Figure 12 The components within the dashed box; if the computing device in this embodiment is implemented as a conventional server, cloud server, or server array, etc., then it may not include... Figure 12 The component within the dashed box.

[0270] The processing component described above includes one or more processors to execute computer instructions to complete all or part of the steps in the method described above. Alternatively, the processing component may be implemented as one or more application-specific integrated circuits (ASICs), digital signal processors (DSPs), digital signal processing devices (DSPDs), programmable logic devices (PLDs), field-programmable gate arrays (FPGAs), controllers, microcontrollers, microprocessors, or other electronic components for performing the method described above.

[0271] The aforementioned storage components can be implemented by any type of volatile or non-volatile storage device or a combination thereof, such as Static Random-Access Memory (SRAM), Electrically Erasable Programmable Read Only Memory (EEPROM), Erasable Programmable Read Only Memory (EPROM), Programmable Read-Only Memory (PROM), Read-Only Memory (ROM), magnetic storage, flash memory, magnetic disk, or optical disk.

[0272] The aforementioned communication component is configured to facilitate wired or wireless communication between the device housing the communication component and other devices. The device housing the communication component can access wireless networks based on communication standards, such as mobile communication networks, or combinations thereof. In one exemplary embodiment, the communication component receives broadcast signals or broadcast-related information from an external broadcast management system via a broadcast channel.

[0273] The aforementioned display components may include a screen, which may include a liquid crystal display (LCD) and a touch panel (TP). If the screen includes a touch panel, the screen can be implemented as a touchscreen to receive input signals from the user. The touch panel includes one or more touch sensors to sense touches, swipes, and gestures on the touch panel. The touch sensors can sense not only the boundaries of touch or swipe actions but also the duration and pressure associated with the touch or swipe operation.

[0274] The aforementioned power supply components provide power to various components within the device in which they reside. These power supply components may include a power management system, one or more power sources, and other components associated with generating, managing, and distributing power to the device in which they reside.

[0275] The aforementioned audio component can be configured to output and / or input audio signals. For example, the audio component includes a microphone (MIC) configured to receive external audio signals when the device containing the audio component is in an operating mode, such as call mode, recording mode, or voice recognition mode. The received audio signals can be further stored in memory or transmitted via a communication component. In some embodiments, the audio component also includes a speaker for outputting audio signals.

[0276] Accordingly, embodiments of this application also provide a computer-readable storage medium storing a computer program, which, when executed by a processor, enables the processor to implement the steps in the above-described method embodiments. The computer-readable storage medium includes volatile or non-volatile components, or a combination thereof, and can be removable or non-removable. Examples of computer-readable storage media include, but are not limited to, phase-change random access 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), erasable programmable read-only memory (EPROM), programmable read-only memory (PROM), flash memory or other memory technologies, CD-ROM, Digital Video Disc (DVD) or other optical storage, magnetic tape, magnetic disk storage or other magnetic storage devices, or any other non-transmission medium.

[0277] Accordingly, this application also provides a computer program product, which includes a computer program or instructions that, when executed by a processor, cause the processor to implement the steps in the above method embodiments. It should be understood that each step or combination of steps in the above method flow can be implemented by the computer program or instructions. Furthermore, these computer programs or instructions can be applied to the processor of a general-purpose computer, a special-purpose computer, an embedded processor, or other programmable data processing device, enabling the processor of the general-purpose computer, special-purpose computer, embedded processor, or other programmable data processing device to function as an apparatus for implementing the corresponding functions in the above method embodiments.

[0278] 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 corresponding processes in the foregoing method embodiments, and will not be repeated here.

[0279] It should also be noted that the terms "comprising," "including," or any other variations thereof are intended to cover non-exclusive inclusion, such that a process, method, or apparatus that comprises a list of elements includes not only those elements but also other elements not expressly listed, or elements inherent to such a process, method, or apparatus. Without further limitations, an element defined by the phrase "comprising one..." does not exclude the presence of other identical elements in the process, method, or apparatus that includes that element.

[0280] Finally, it should be noted that the above are merely embodiments of this application and are not intended to limit this application. Various modifications and variations can be made to this application by those skilled in the art. Any modifications, equivalent substitutions, improvements, etc., made within the spirit and principles of this application should be included within the scope of the claims of this application.

Claims

1. A service provision method, characterized in that, include: Obtain the conversation messages sent by the user client based on the first session connection; The first session connection is established based on a service request sent by the user client; Identify the target object associated with the dialogue message, and determine multiple object instances of the target object; Provide the user terminal with a first selection prompt for the plurality of object instances; In response to a first selection request triggered by the first selection prompt information, the selected target object instance is determined; Based on the instance information corresponding to the target object instance, a first response message corresponding to the dialogue message is generated; The first response message is sent to the user terminal based on the first session connection.

2. The method according to claim 1, characterized in that, The step of identifying the target object associated with the dialogue message and determining multiple object instances of the target object includes: Identify whether the dialogue message is associated with the target object; If so, determine multiple object instances of the target object; If not, determine at least one object based on the historical interaction data corresponding to the user terminal; Provide the user terminal with a second selection prompt for the at least one object; In response to a second selection request triggered by the second selection prompt, the selected target object is determined.

3. The method according to claim 1 or 2, characterized in that, The multiple object instances that determine the target object include: Identify whether the dialogue message is associated with a target object instance; If so, perform the operation of generating the first response message corresponding to the dialogue message based on the instance information corresponding to the target object instance; If not, determine multiple object instances of the target object.

4. The method according to claim 1 or 2, characterized in that, The multiple object instances that determine the target object include: Based on the object information of the target object and the dialogue message, determine whether there is a need to obtain an instance of the target object; If so, determine multiple object instances of the target object; If not, a first response message corresponding to the dialogue message is generated based on the object information of the target object.

5. The method according to claim 3, characterized in that, The step of identifying whether the dialogue message is associated with a target object instance includes: Determine whether the service request carries an instance identifier; if so, identify the target object instance corresponding to the instance identifier. The service request is generated in response to the object instance selection operation on the target object details page and the triggering operation of the service prompt information. Alternatively, determine whether the historical session records of the first session connection involve an instance of the target object.

6. The method according to claim 2, characterized in that, The step of identifying whether the dialogue message is associated with a target object includes: Determine whether the service request carries an object identifier; if so, identify the target object corresponding to the object identifier. The service request is generated in response to a trigger operation triggered by a service prompt message on the details page of the target object. Alternatively, determine whether the target object is involved in the historical session records of the first session connection.

7. The method according to claim 1, characterized in that, The generation of the first response message corresponding to the dialogue message based on the instance information corresponding to the target object instance includes one or more of the following implementation methods: From the object knowledge base, at least one question-and-answer knowledge pair corresponding to the target object instance is searched, and the target question-and-answer knowledge pair matching the dialogue message is identified from the at least one question-and-answer knowledge pair. Based on the response data in the target question-and-answer knowledge pair, a first response message corresponding to the dialogue message is generated. or, From the object information database, find the object attribute information and instance attribute information corresponding to the target object instance, and use the question-and-answer processing model to generate the first response message corresponding to the dialogue message based on the object attribute information and the instance attribute information; or, From the object information database, search for the object attribute information and instance attribute information corresponding to the target object instance, and determine whether there is attribute data matching the dialogue message in the object attribute information and instance attribute information, and generate the first response message corresponding to the dialogue message based on the attribute data.

8. The method according to claim 7, characterized in that, Also includes: Based on the dialogue message and the first response message, candidate question-answer knowledge pairs corresponding to the target object instance are generated, and the candidate question-answer knowledge pairs and the instance identifier of the target object instance are saved in the object knowledge base.

9. The method according to claim 1, characterized in that, Also includes: In response to the service conversion request sent by the user terminal, the dialogue message and the first response message are sent to the service provider based on the second session connection; Provide search suggestion information to the service provider; Based on the search keywords sent by the service provider, search for target information that matches the search keywords from the object information database and / or object knowledge base; The target information is sent to the service provider.

10. The method according to claim 9, characterized in that, Also includes: Obtain the second response message sent by the service provider based on the second session connection in response to the dialogue message; Based on the dialogue message and the second response message, candidate question-answer knowledge pairs corresponding to the target object instance are generated, and the candidate question-answer knowledge pairs and the instance identifier of the target object instance are saved in the object knowledge base.

11. The method according to claim 8 or 10, characterized in that, The step of saving the candidate question-answer knowledge pairs and the instance identifiers of the target object instances to the object knowledge base includes: Send the candidate question-and-answer knowledge pairs to the configuration personnel; In response to an update request triggered by the configuration personnel, update the candidate question-answer knowledge pairs; The updated candidate question-answer knowledge pairs and the instance identifier of the target object instance are saved to the object knowledge base.

12. An information configuration method, characterized in that, include: Obtain the Q&A knowledge pairs provided by the configuration personnel; The configuration personnel are identified as having configured at least one object and / or at least one object instance for the question-and-answer knowledge. The question-and-answer knowledge is saved to the object knowledge base corresponding to the object identifier of the at least one object and / or the instance identifier of the at least one object instance. The object knowledge base is used to determine at least one question-and-answer knowledge pair corresponding to the target object or target object instance associated with the dialogue message; the at least one question-and-answer knowledge pair is used to determine the target knowledge question-and-answer pair that matches the dialogue message; the response data in the target knowledge question-and-answer pair is used to generate the response message corresponding to the dialogue message.

13. An information display method, characterized in that, include: Provide a service session interface in the user interface; The service session interface is determined based on the second session connection corresponding to the service provider. Based on the second session connection, obtain the dialogue message and the first response message corresponding to the first session connection; The dialogue message and the first response message are displayed in the service session interface; Search suggestions are displayed in the user interface; Based on the search keywords triggered by the search prompt information, a search request is sent to the server. The server then searches for target information matching the search keywords from the object information database and / or object knowledge base, based on the search keywords sent by the service provider and the target object instance associated with the dialogue message. The object knowledge base stores at least one question-and-answer knowledge pair corresponding to each object and / or object instance. The object information database stores object attribute information and instance attribute information corresponding to each object and / or object instance. The target information is displayed in the user interface.

14. A computing device, characterized in that, This includes processing components and storage components; The storage component stores a computer program; the computer program is invoked and executed by the processing component to implement the service provision method as described in any one of claims 1 to 11, the information configuration method as described in claim 12, or the information display method as described in claim 13.

15. A computer-readable storage medium, characterized in that, It stores a computer program, which, when executed by a processing component, implements the service provision method as described in any one of claims 1 to 11, the information configuration method as described in claim 12, or the information display method as described in claim 13.

16. A computer program product, characterized in that, It includes a computer program or instructions that, when executed by a processing component, implement the service provision method as described in any one of claims 1 to 11, the information configuration method as described in claim 12, or the information display method as described in claim 13.

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