Hotel intelligent service system, hotel intelligent service method, equipment and medium
By utilizing the hotel's intelligent service system, which employs identity authentication, service request parsing, chatbot modules, and intelligent Q&A modules to process user needs, the system addresses the issues of fragmented multi-channel services and response delays in hotel operations. This results in highly efficient and intelligent services, enhancing customer satisfaction and service quality.
Patent Information
- Authority / Receiving Office
- CN · China
- Patent Type
- Applications(China)
- Current Assignee / Owner
- Filing Date
- 2025-12-25
- Publication Date
- 2026-04-07
AI Technical Summary
The hotel service suffers from problems such as fragmented multi-channel operations, delayed response, high labor costs, and low levels of intelligence, leading to a decline in service quality and insufficient customer satisfaction.
The hotel adopts an intelligent service system, which includes a user terminal, a server, and a service management terminal. It processes user needs through identity authentication, service request parsing, a robot module, and an intelligent question-and-answer module, and generates human intervention requests when necessary, thereby improving the timeliness and intelligence of the service.
This improved service timeliness and customer satisfaction, reduced labor costs, and enhanced the hotel's overall service quality and competitiveness.
Smart Images
Figure CN121810451A_ABST
Abstract
Description
Technical Field
[0001] This application relates to the field of computer technology, and in particular to a hotel intelligent service system, hotel intelligent service method, equipment and medium. Background Technology
[0002] As a crucial component of the modern service industry, the hotel sector's service quality and operational efficiency directly impact customer satisfaction and market competitiveness. With the rapid development of emerging technologies such as the Internet of Things and artificial intelligence, intelligent services are gradually permeating all aspects of the hotel industry. Traditional hotel services rely heavily on manual processes, including check-in, item delivery, and customer inquiries, all requiring on-site handling by staff. This service model not only demands a significant manpower investment but also struggles to guarantee service response speed and consistency. Especially during peak hours, the workload of service personnel increases dramatically, easily leading to decreased service quality and service delays.
[0003] To meet rising customer expectations and competitive pressures, the hotel industry has begun exploring the feasibility of using intelligent technologies to improve service quality and operational efficiency. However, a complete, efficient, and comprehensive intelligent system capable of fully covering guest room service needs has yet to be established. Summary of the Invention
[0004] In view of this, the purpose of this application is to provide a hotel intelligent service system, hotel intelligent service method, equipment and medium, which solves the problems of multi-channel fragmentation, response delay, high labor costs and low level of intelligence in current hotel services, improves service timeliness and customer satisfaction, and helps hotels improve overall service quality and competitiveness.
[0005] In a first aspect, embodiments of this application provide a hotel intelligent service system, which includes a user terminal, a server, and a service management terminal; The server is used to receive identity authentication information sent by the user terminal when the user checks in at the hotel, and to authenticate the user's identity based on the identity authentication information. The user terminal is used to receive service requests input by the user and send the service requests to the server; The server is also configured to parse the service request, determine the target service, generate a service instruction corresponding to the target service request, and send the service instruction to the service module corresponding to the target service, so that the service module can process the request based on the service instruction. The service management terminal is used to generate request information corresponding to the intervention request and display it on the display interface when it receives an intervention request for manual intervention service sent by the server.
[0006] Furthermore, when the server parses the service request, determines the target service, and generates the corresponding service instruction for the target service request, the server is also used to: When the service request is a voice request, the voice request is converted into service request text, the service request text is compared with preset service function text to determine the target service, and a service instruction corresponding to the target service is generated based on the service request text. or, When the service request is a text request, the text of the text request is compared with the preset service function text to determine the target service, and a service instruction corresponding to the target service is generated based on the text of the text request.
[0007] Furthermore, the hotel intelligent service system also includes a robot module. When the target service is a pickup and delivery service, the service module is the robot module, which is used for: The target item and the first delivery location are determined based on the service instruction; The first location coordinates and the second location coordinates of the first delivery location are determined using the robot map of the current area. A retrieval path is planned based on the current robot coordinates and the first position coordinates, and a first delivery path is planned based on the first position coordinates and the second position coordinates. The item retrieval and delivery service is executed based on the retrieval path and the first delivery path.
[0008] Furthermore, when the target service is a delivery service, the service module is the robot module, and the robot module is also used for: The second delivery location is determined based on the service instruction; Use the robot map of the current area to determine the third location coordinates of the second delivery location; A second delivery path is planned based on the current robot coordinates and the third position coordinates, and the delivery service is executed based on the second delivery path.
[0009] Furthermore, the hotel intelligent service system also includes an intelligent question-and-answer module. When the target service is an intelligent question-and-answer service, the service module is the intelligent question-and-answer module, which is used for: The target question is determined from the service instruction, and the target answer corresponding to the target question is determined from a preset question-and-answer knowledge base; The target answer is sent to the user terminal so that the user terminal can display the target answer.
[0010] Furthermore, the intelligent question-answering module is also used to construct the question-answering knowledge base through the following steps: Obtain hotel service documents uploaded by hotel management personnel; wherein, the hotel service documents contain basic knowledge materials; The hotel service document is parsed to determine multiple preset questions and corresponding preset answers for each preset question; A knowledge graph is constructed based on multiple preset questions and the preset answers corresponding to each preset question to generate the question-and-answer knowledge base.
[0011] Furthermore, the server is also used to generate an intervention request for the human intervention service through the following steps: When the target service is a pickup and delivery service, if the duration of the service request is greater than or equal to the duration threshold and the robot module does not respond, the pickup and delivery service is identified as the human intervention service, and a corresponding intervention request is generated. or, When the target service is a delivery service, if the duration of the service request is greater than or equal to the duration threshold and the robot module does not respond, the delivery service is identified as the human intervention service, and a corresponding intervention request is generated. or, When the target service is an intelligent question-and-answer service, if a user emotion command or complex question command is received from the intelligent question-and-answer module, the intelligent question-and-answer service is identified as the human intervention service, and a corresponding intervention request is generated.
[0012] Secondly, embodiments of this application also provide a hotel intelligent service method, which is applied to a hotel intelligent service system. The hotel intelligent service system includes a user terminal, a server, and a service management terminal. The hotel intelligent service method includes: When a user checks into a hotel, the server receives the identity authentication information sent by the user and performs identity authentication on the user based on the identity authentication information. The client receives a service request input by the user and sends the service request to the server. The server parses the service request, determines the target service, generates a service instruction corresponding to the target service request, and sends the service instruction to the service module corresponding to the target service, so that the service module can process the request based on the service instruction. When the service management terminal receives an intervention request from the server for manual intervention service, it generates the corresponding request information and displays it on the display interface.
[0013] Thirdly, embodiments of this application also provide an electronic device, including: a processor, a memory, and a bus. The memory stores machine-readable instructions executable by the processor. When the electronic device is running, the processor communicates with the memory via the bus. When the machine-readable instructions are executed by the processor, the steps of the hotel smart service method described above are performed.
[0014] Fourthly, embodiments of this application also provide a computer-readable storage medium storing a computer program, which, when executed by a processor, performs the steps of the hotel smart service method described above.
[0015] This application provides a hotel intelligent service system, hotel intelligent service method, device, and medium, including a user terminal, a server, and a service management terminal. When a user checks into a hotel, the server receives authentication information sent by the user terminal and authenticates the user based on the authentication information. The user terminal receives a service request input by the user and sends the service request to the server. The server parses the service request, determines the target service, generates a service instruction corresponding to the target service request, and sends the service instruction to the service module corresponding to the target service, so that the service module processes the request based on the service instruction. When the service management terminal receives an intervention request for manual intervention from the server, it generates request information corresponding to the intervention request and displays it on the display interface.
[0016] This application receives service requests from users via a client-side interface. The server responds to the service requests and generates corresponding service instructions, enabling service modules to process requests based on these instructions. The server also monitors the service status. When manual intervention is required, the service management interface generates an intervention request to prompt hotel staff to provide assistance, thus improving the user experience. This addresses current issues in hotel services such as fragmented multi-channel operations, response delays, high labor costs, and low levels of automation, improving service timeliness and customer satisfaction, and ultimately helping hotels enhance their overall service quality and competitiveness.
[0017] To make the above-mentioned objectives, features and advantages of this application more apparent and understandable, preferred embodiments are described below in detail with reference to the accompanying drawings. Attached Figure Description
[0018] To more clearly illustrate the technical solutions of the embodiments of this application, the accompanying drawings used in the embodiments will be briefly introduced below. It should be understood that the following drawings only show some embodiments of this application and should not be regarded as a limitation of the scope. For those skilled in the art, other related drawings can be obtained based on these drawings without creative effort.
[0019] Figure 1 This is one of the structural schematic diagrams of a hotel intelligent service system provided in the embodiments of this application; Figure 2 This is a second schematic diagram of the structure of a hotel intelligent service system provided in an embodiment of this application; Figure 3 A flowchart illustrating a hotel smart service method provided in this application embodiment; Figure 4 This is a schematic diagram of the structure of an electronic device provided in an embodiment of this application. Detailed Implementation
[0020] To make the objectives, technical solutions, and advantages of the embodiments of this application clearer, the technical solutions of the embodiments of this application will be clearly and completely described below with reference to the accompanying drawings. Obviously, the described embodiments are only some embodiments of this application, and not all embodiments. The components of the embodiments of this application described and shown in the accompanying drawings can generally be arranged and designed in various different configurations. Therefore, the following detailed description of the embodiments of this application provided in the accompanying drawings is not intended to limit the scope of the claimed application, but merely represents selected embodiments of this application. Based on the embodiments of this application, every other embodiment obtained by those skilled in the art without inventive effort falls within the scope of protection of this application.
[0021] First, the applicable scenarios for this application will be introduced. This application can be applied to the field of computer technology.
[0022] As a crucial component of the modern service industry, the hotel sector's service quality and operational efficiency directly impact customer satisfaction and market competitiveness. With the rapid development of emerging technologies such as the Internet of Things and artificial intelligence, intelligent services are gradually permeating all aspects of the hotel industry. Traditional hotel services rely heavily on manual processes, including check-in, item delivery, and customer inquiries, all requiring on-site handling by staff. This service model not only demands a significant manpower investment but also struggles to guarantee service response speed and consistency. Especially during peak hours, the workload of service personnel increases dramatically, easily leading to decreased service quality and service delays.
[0023] Research has found that, in order to cope with customers' increasingly higher service expectations and industry competition, the hotel industry has begun to explore the feasibility of improving service quality and operational efficiency through intelligent means. However, a complete, efficient, and comprehensive intelligent system capable of fully covering room service needs has not yet been developed.
[0024] Based on this, the embodiments of this application provide a smart hotel service system that solves the problems of fragmented multi-channel services, response delays, high labor costs, and low levels of intelligence in current hotel services, improves service timeliness and customer satisfaction, and helps hotels improve overall service quality and competitiveness.
[0025] Please see Figure 1 , Figure 1 This is one of the structural schematic diagrams of a hotel intelligent service system provided in an embodiment of this application. Figure 1 As shown in the figure, the hotel intelligent service system 100 provided in this application embodiment includes a user terminal 110, a server 120, and a service management terminal 130.
[0026] The server 120 is used to receive identity authentication information sent by the user terminal 110 when the user checks in at the hotel, and to authenticate the user's identity based on the identity authentication information.
[0027] Here, the identity authentication information can be any one or more of voiceprint information, user mobile phone number, ID card number and facial information, and this application does not make specific restrictions on it.
[0028] Here, server 120 is used to authenticate the user's identity. In specific implementation, when checking into a hotel, the user needs to enter identity authentication information on user terminal 110, which can be a mobile phone number and / or ID card number, or facial information and / or voiceprint information. User terminal 110 can be an app or website developed by the hotel; this application does not specifically limit this. The user accesses user terminal 110 via a mobile terminal to upload identity authentication information. After receiving the identity authentication information, user terminal 110 sends it to server 120. Server 120 receives the identity authentication information sent by user terminal 110 and uses it to authenticate the user's identity.
[0029] The user terminal 110 is used to receive service requests input by the user and send the service requests to the server 120.
[0030] Here, the service request can be a voice request or a text request, and this application does not make specific restrictions on this.
[0031] Here, client 110 is used to receive service requests from users. In specific implementation, users input service requests through client 110; when the service request is a voice request, the user can record voice information in client 110; when the service request is a text request, the user can input the corresponding text in client 110, or can record voice and then convert it into text, which is not specifically limited in this application. After receiving the service request, client 110 sends the received service request to server 120.
[0032] As an optional implementation, users can also send their service requests via SMS or phone call on their mobile terminals. After receiving an SMS, server 120 performs text recognition on the message, verifies the user's identity using the corresponding mobile phone number, and then provides the user with the appropriate service. When server 120 answers a phone call, it converts the user's speech into text and verifies the user's identity using the caller's mobile phone number to provide the user with the appropriate service.
[0033] The server 120 is further configured to parse the service request, determine the target service, generate a service instruction corresponding to the target service request, and send the service instruction to the service module corresponding to the target service, so that the service module can process the request based on the service instruction.
[0034] Here, server 120 parses the service request to generate service instructions, so that the service module can perform the corresponding processing. In specific implementation, server 120 parses the received service request, determines the target service, generates the service instructions corresponding to the target service request, and sends the service instructions to the service module corresponding to the target service, so that the service module can process based on the service instructions.
[0035] Specifically, when the server 120 parses the service request, determines the target service, and generates the corresponding service instruction for the target service request, the server 120 is also used to: When the service request is a voice request, the voice request is converted into service request text, the service request text is compared with preset service function text to determine the target service, and a service instruction corresponding to the target service is generated based on the service request text.
[0036] In specific implementation, when the service request sent by the user terminal 110 is a voice request, the server 120 converts the received voice request into service request text, compares the service request text with the preset service function text, determines the target service, and generates the service instruction corresponding to the target service based on the service request text.
[0037] When the service request is a text request, the text of the text request is compared with the preset service function text to determine the target service, and a service instruction corresponding to the target service is generated based on the text of the text request.
[0038] In the specific implementation of the above steps, when the service request sent by the user terminal 110 is a text request, the server 120 compares the text of the received text request with the preset service function text, determines the target service, and generates the service instruction corresponding to the target service based on the text of the text request.
[0039] Please see Figure 2 , Figure 2 This is a second schematic diagram of the structure of a hotel intelligent service system provided in an embodiment of this application. Figure 2 As shown, the hotel intelligent service system 100 also includes a robot module 140. When the target service is a pickup and delivery service, the service module is the robot module 140, and the robot module 140 is used for: A: The target item and the first delivery location are determined based on the service instruction.
[0040] Here, the item pickup and delivery service refers to the robot module 140 first retrieving an item from a specific location and then delivering it to the user's room. The target item is the item that the robot module 140 needs to retrieve, and the first delivery location is the location specified by the user that the robot module 140 needs to go to. For example, if the service instruction includes "deliver bottled water to room 210," the target item is bottled water, and the first delivery location is room 210.
[0041] Regarding step A above, in specific implementation, when the robot module 140 receives the service instruction, it determines the target item and the first delivery location based on the service instruction.
[0042] B: Use the robot map of the current area to determine the first location coordinates and the second location coordinates of the first delivery location.
[0043] Regarding step B above, in specific implementation, the robot module 140 uses the robot map of the current area to locate the target item, determine the first location coordinates corresponding to the first delivery location, and the second location coordinates of the first delivery location.
[0044] C: Plan the retrieval path based on the current robot coordinates and the first position coordinates, and plan the first delivery path based on the first position coordinates and the second position coordinates.
[0045] D: Execute the item retrieval and delivery service based on the retrieval path and the first delivery path.
[0046] Regarding steps C-D above, in specific implementation, robot module 140 plans a retrieval path based on the current robot coordinates and the first position coordinates, plans a first delivery path based on the first and second position coordinates, and then performs retrieval and delivery services based on the retrieval path and the first delivery path.
[0047] As an optional embodiment, when the target service is a delivery service, the service module is the robot module 140, and the robot module 140 is further used for: a: Determine the second delivery location based on the service instruction.
[0048] b: Use the robot map of the current area to determine the third location coordinates of the second delivery location.
[0049] c: Plan a second delivery path based on the current robot coordinates and the third position coordinates, and execute the delivery service based on the second delivery path.
[0050] Regarding steps a-c above, in specific implementation, when the target service is a delivery service, the robot module 140 first determines the second delivery location based on the service instruction, and then uses the robot map of the current area to determine the third location coordinates of the second delivery location. Then, based on the current robot coordinates and the third location coordinates, it plans the second delivery path and executes the delivery service based on the second delivery path.
[0051] As an optional embodiment, when the robot module 140 is in a network abnormal state and cannot receive service instructions, the server 120 will generate a standardized robot task work order. The work order system will automatically print a QR code, and the hotel management personnel will affix the QR code to the items. The robot module 140 will then execute the corresponding task by scanning the QR code.
[0052] Furthermore, such as Figure 2 As shown, the hotel intelligent service system 100 also includes an intelligent question-and-answer module 150. When the target service is an intelligent question-and-answer service, the service module is the intelligent question-and-answer module 150. The intelligent question-and-answer module 150 is used for: I: Determine the target question from the service instruction and determine the target answer corresponding to the target question from the preset question-and-answer knowledge base.
[0053] Regarding step I above, in specific implementation, when the target service is an intelligent question-and-answer service, it can provide answers to users' questions. The intelligent question-and-answer module 150 determines the target question from the service instruction and determines the target answer corresponding to the target question from a preset question-and-answer knowledge base.
[0054] II: Send the target answer to the user terminal 110 so that the user terminal 110 can display the target answer.
[0055] Regarding step II above, in specific implementation, after the intelligent question-answering module 150 determines the target answer corresponding to the target question, it sends the target answer to the user terminal 110 so that the user terminal 110 can display the target answer. The user terminal 110 can also provide feedback on the target answer to the user via voice broadcast, which is not specifically limited in this application.
[0056] As an optional embodiment, the intelligent question-answering module 150 is further configured to construct the question-answering knowledge base through the following steps: The system retrieves hotel service documents uploaded by hotel management personnel, which contain basic knowledge materials. It then parses the hotel service documents to identify multiple preset questions and corresponding preset answers for each question. Finally, it constructs a knowledge graph based on the multiple preset questions and their corresponding preset answers to generate the question-and-answer knowledge base.
[0057] Regarding the three steps mentioned above, in specific implementation, the intelligent question-answering module 150 obtains hotel service documents uploaded by hotel managers, which contain basic knowledge materials. The intelligent question-answering module 150 parses the hotel service documents, determines multiple preset questions and their corresponding preset answers, and then constructs a knowledge graph based on the multiple preset questions and their corresponding preset answers to generate a question-answering knowledge base.
[0058] The service management terminal 130 is used to generate request information corresponding to the intervention request and display it on the display interface when it receives an intervention request for manual intervention service sent by the server 120.
[0059] Here, the service management terminal 130 can be installed on the mobile terminal used by hotel service personnel. The service management terminal 130 can also be an APP or a website; this application does not make specific limitations in this regard. Manual intervention service refers to hotel services that the server 120 cannot provide to users and require the intervention of hotel management personnel.
[0060] In this implementation, when the service management terminal 130 receives an intervention request for manual intervention from the server 120, it generates the corresponding request information and displays it on the display interface. This allows hotel managers to provide the appropriate service to users by viewing the request information.
[0061] Specifically, the server 120 is also used to generate an intervention request for the manual intervention service through the following steps: When the target service is a pickup and delivery service, if the duration of the service request is greater than or equal to the duration threshold and the robot module 140 does not respond, the pickup and delivery service is identified as the human intervention service, and a corresponding intervention request is generated.
[0062] In the specific implementation of the above steps, when the target service is a pickup and delivery service, the server 120 monitors the response of the robot module 140 in real time. When it detects that the duration of the user's service request is greater than or equal to the duration threshold and the robot module 140 does not respond, the pickup and delivery service is determined to be a manual intervention service, and a corresponding intervention request is generated.
[0063] When the target service is a delivery service, if the duration of the service request is greater than or equal to the duration threshold and the robot module 140 does not respond, the delivery service is identified as the human intervention service, and a corresponding intervention request is generated.
[0064] In the specific implementation of the above steps, when the target service is a delivery service, the server 120 monitors the response of the robot module 140 in real time. When it detects that the duration of the service request is greater than or equal to the duration threshold and the robot module 140 does not respond, the delivery service is determined to be a manual intervention service, and a corresponding intervention request is generated.
[0065] When the target service is an intelligent question-and-answer service, if a user emotion command or complex question command is received from the intelligent question-and-answer module 150, the intelligent question-and-answer service is identified as the human intervention service, and a corresponding intervention request is generated.
[0066] Here, the intelligent question-answering module 150 uses a sentiment analysis detection model to detect the user's emotions in real time. When it detects a negative emotion, such as anger exceeding or equal to a threshold, manual intervention is required. The intelligent question-answering module 150 will generate a user emotion command and send it to the server 120. Alternatively, if the intelligent question-answering module 150 cannot answer the user's question, manual intervention is also required. The intelligent question-answering module 150 will generate a complex question command and send it to the server 120.
[0067] In specific implementation, when the target service is an intelligent question-and-answer service, if the server 120 receives a user emotion command or complex question command sent by the intelligent question-and-answer module 150, it will determine the intelligent question-and-answer service as the human intervention service and generate a corresponding intervention request.
[0068] As an optional embodiment, server 120 can also provide users with self-service check-out. Users send check-out requests through user terminal 110, server 120 verifies user identity information and generates corresponding bills. When users need to issue invoices, server 120 can automatically generate electronic invoices and push both the bill and electronic invoice to user terminal 110 to enable users to check out independently.
[0069] The hotel intelligent service system provided in this application includes a user terminal, a server, and a service management terminal. When a user checks into a hotel, the server receives identity authentication information sent by the user terminal and authenticates the user based on the identity authentication information. The user terminal receives a service request input by the user and sends the service request to the server. The server parses the service request, determines the target service, generates a service instruction corresponding to the target service request, and sends the service instruction to the service module corresponding to the target service, so that the service module can process the request based on the service instruction. When the service management terminal receives an intervention request for manual intervention from the server, it generates request information corresponding to the intervention request and displays it on the display interface.
[0070] This application receives service requests from users via a client-side interface. The server responds to the service requests and generates corresponding service instructions, enabling service modules to process requests based on these instructions. The server also monitors the service status. When manual intervention is required, the service management interface generates an intervention request to prompt hotel staff to provide assistance, thus improving the user experience. This addresses current issues in hotel services such as fragmented multi-channel operations, response delays, high labor costs, and low levels of automation, improving service timeliness and customer satisfaction, and ultimately helping hotels enhance their overall service quality and competitiveness.
[0071] Please see Figure 3 , Figure 3 This is a flowchart illustrating a hotel smart service method provided in an embodiment of this application. The hotel smart service method provided in this embodiment is applied to a hotel smart service system, which includes a user terminal, a server, and a service management terminal, such as... Figure 3 As shown, the hotel smart service method includes: S301, When a user checks into a hotel, the server receives the identity authentication information sent by the user and performs identity authentication on the user based on the identity authentication information; S302, the user terminal receives a service request input by the user and sends the service request to the server; S303, the server parses the service request, determines the target service, generates a service instruction corresponding to the target service request, and sends the service instruction to the service module corresponding to the target service, so that the service module processes the request based on the service instruction; S304, When the service management terminal receives an intervention request for manual intervention service sent by the server, it generates the request information corresponding to the intervention request and displays it on the display interface.
[0072] Furthermore, the server parses the service request, determines the target service, and generates a service instruction corresponding to the target service request, including: When the service request is a voice request, the voice request is converted into service request text, the service request text is compared with preset service function text to determine the target service, and a service instruction corresponding to the target service is generated based on the service request text. or, When the service request is a text request, the text of the text request is compared with the preset service function text to determine the target service, and a service instruction corresponding to the target service is generated based on the text of the text request.
[0073] Furthermore, the hotel intelligent service system also includes a robot module. When the target service is a pickup and delivery service, the service module is the robot module. The hotel intelligent service method also includes: The robot module determines the target item and the first delivery location based on the service instruction; The robot module uses the robot map of the current area to determine the first location coordinates corresponding to the first delivery location and the second location coordinates of the first delivery location; The robot module plans a retrieval path based on the current robot coordinates and the first position coordinates, and plans a first delivery path based on the first position coordinates and the second position coordinates. The robot module performs the item retrieval and delivery service based on the item retrieval path and the first item delivery path.
[0074] Furthermore, when the target service is a delivery service, the service module is the robot module, and the hotel intelligent service method further includes: The robot module determines the second delivery location based on the service instruction; The robot module uses the robot map of the current area to determine the third location coordinates of the second delivery location; The robot module plans a second delivery path based on the current robot coordinates and the third position coordinates, and executes the delivery service based on the second delivery path.
[0075] Furthermore, the hotel intelligent service system also includes an intelligent question-and-answer module. When the target service is an intelligent question-and-answer service, the service module is the intelligent question-and-answer module. The hotel intelligent service method further includes: The intelligent question-answering module determines the target question from the service instruction and determines the target answer corresponding to the target question from a preset question-answering knowledge base; The intelligent question-answering module sends the target answer to the user terminal so that the user terminal can display the target answer.
[0076] Furthermore, the intelligent question-answering module constructs the question-answering knowledge base through the following steps: Obtain hotel service documents uploaded by hotel management personnel; wherein, the hotel service documents contain basic knowledge materials; The hotel service document is parsed to determine multiple preset questions and corresponding preset answers for each preset question; A knowledge graph is constructed based on multiple preset questions and the preset answers corresponding to each preset question to generate the question-and-answer knowledge base.
[0077] Furthermore, the server generates the intervention request for the human intervention service through the following steps: When the target service is a pickup and delivery service, if the duration of the service request is greater than or equal to the duration threshold and the robot module does not respond, the pickup and delivery service is identified as the human intervention service, and a corresponding intervention request is generated. or, When the target service is a delivery service, if the duration of the service request is greater than or equal to the duration threshold and the robot module does not respond, the delivery service is identified as the human intervention service, and a corresponding intervention request is generated. or, When the target service is an intelligent question-and-answer service, if a user emotion command or complex question command is received from the intelligent question-and-answer module, the intelligent question-and-answer service is identified as the human intervention service, and a corresponding intervention request is generated.
[0078] Please see Figure 4 , Figure 4 This is a schematic diagram of the structure of an electronic device provided in an embodiment of this application. Figure 4 As shown, the electronic device 400 includes a processor 410, a memory 420, and a bus 430.
[0079] The memory 420 stores machine-readable instructions executable by the processor 410. When the electronic device 400 is running, the processor 410 communicates with the memory 420 via the bus 430. When the machine-readable instructions are executed by the processor 410, they can perform the operations described above. Figure 3 The specific implementation of the hotel smart service method in the illustrated method embodiment can be found in the method embodiment, and will not be repeated here.
[0080] This application also provides a computer-readable storage medium storing a computer program, which, when executed by a processor, can perform the above-described actions. Figure 3 The specific implementation of the hotel smart service method in the illustrated method embodiment can be found in the method embodiment, and will not be repeated here.
[0081] Those skilled in the art will 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.
[0082] In the several embodiments provided in this application, it should be understood that the disclosed systems, apparatuses, and methods can be implemented in other ways. The apparatus embodiments described above are merely illustrative. For example, the division of units is only a logical functional division, and in actual implementation, there may be other division methods. Furthermore, multiple units or components may be combined or integrated into another system, or some features may be ignored or not executed. Additionally, the shown or discussed mutual couplings, direct couplings, or communication connections may be through some communication interfaces; indirect couplings or communication connections between devices or units may be electrical, mechanical, or other forms.
[0083] The units described as separate components may or may not be physically separate. The components shown as units may or may not be physical units; that is, they may be located in one place or distributed across multiple network units. Some or all of the units can be selected to achieve the purpose of this embodiment according to actual needs.
[0084] In addition, the functional units in the various embodiments of this application can be integrated into one processing unit, or each unit can exist physically separately, or two or more units can be integrated into one unit.
[0085] If the aforementioned functions are implemented as software functional units and sold or used as independent products, they can be stored in a processor-executable, non-volatile, computer-readable storage medium. Based on this understanding, the technical solution of this application, in essence, or the part that contributes to the prior art, or a portion of the technical solution, can be embodied in the form of a software product. This computer software product is stored in a storage medium and includes several instructions to cause a computer device (which may be a personal computer, server, or network device, etc.) to execute all or part of the steps of the methods described in the various embodiments of this application. The aforementioned storage medium includes various media capable of storing program code, such as USB flash drives, portable hard drives, read-only memory (ROM), random access memory (RAM), magnetic disks, or optical disks.
[0086] Finally, it should be noted that the above-described embodiments are merely specific implementations of this application, used to illustrate the technical solutions of this application, and not to limit them. The scope of protection of this application is not limited thereto. Although this application has been described in detail with reference to the foregoing embodiments, those skilled in the art should understand that any person skilled in the art can still modify or easily conceive of changes to the technical solutions described in the foregoing embodiments, or make equivalent substitutions for some of the technical features, within the scope of the technology disclosed in this application. Such modifications, changes, or substitutions do not cause the essence of the corresponding technical solutions to deviate from the spirit and scope of the technical solutions of the embodiments of this application, and should all be covered within the scope of protection of this application. Therefore, the scope of protection of this application should be determined by the scope of the claims.
Claims
1. A hotel intelligent service system, characterized in that, The hotel's intelligent service system includes a user terminal, a server, and a service management terminal. The server is used to receive identity authentication information sent by the user terminal when the user checks in at the hotel, and to authenticate the user's identity based on the identity authentication information. The user terminal is used to receive service requests input by the user and send the service requests to the server; The server is also configured to parse the service request, determine the target service, generate a service instruction corresponding to the target service request, and send the service instruction to the service module corresponding to the target service, so that the service module can process the request based on the service instruction. The service management terminal is used to generate request information corresponding to the intervention request and display it on the display interface when it receives an intervention request for manual intervention service sent by the server.
2. The hotel intelligent service system according to claim 1, characterized in that, When the server parses the service request, determines the target service, and generates a service instruction corresponding to the target service request, the server is also used to: When the service request is a voice request, the voice request is converted into service request text, the service request text is compared with preset service function text to determine the target service, and a service instruction corresponding to the target service is generated based on the service request text. or, When the service request is a text request, the text of the text request is compared with the preset service function text to determine the target service, and a service instruction corresponding to the target service is generated based on the text of the text request.
3. The hotel intelligent service system according to claim 1, characterized in that, The hotel intelligent service system also includes a robot module. When the target service is a pickup and delivery service, the service module is the robot module, which is used for: The target item and the first delivery location are determined based on the service instruction; The first location coordinates and the second location coordinates of the first delivery location are determined using the robot map of the current area. A retrieval path is planned based on the current robot coordinates and the first position coordinates, and a first delivery path is planned based on the first position coordinates and the second position coordinates. The item retrieval and delivery service is executed based on the retrieval path and the first delivery path.
4. The hotel intelligent service system according to claim 3, characterized in that, When the target service is a delivery service, the service module is the robot module, and the robot module is further used for: The second delivery location is determined based on the service instruction; Use the robot map of the current area to determine the third location coordinates of the second delivery location; A second delivery path is planned based on the current robot coordinates and the third position coordinates, and the delivery service is executed based on the second delivery path.
5. The hotel intelligent service system according to claim 4, characterized in that, The hotel intelligent service system also includes an intelligent question-and-answer module. When the target service is an intelligent question-and-answer service, the service module is the intelligent question-and-answer module, which is used for: The target question is determined from the service instruction, and the target answer corresponding to the target question is determined from a preset question-and-answer knowledge base; The target answer is sent to the user terminal so that the user terminal can display the target answer.
6. The hotel intelligent service system according to claim 5, characterized in that, The intelligent question-answering module is also used to construct the question-answering knowledge base through the following steps: Obtain hotel service documents uploaded by hotel management personnel; wherein, the hotel service documents contain basic knowledge materials; The hotel service document is parsed to determine multiple preset questions and corresponding preset answers for each preset question; A knowledge graph is constructed based on multiple preset questions and the preset answers corresponding to each preset question to generate the question-and-answer knowledge base.
7. The hotel intelligent service system according to claim 5, characterized in that, The server is also used to generate an intervention request for the human intervention service through the following steps: When the target service is a pickup and delivery service, if the duration of the service request is greater than or equal to the duration threshold and the robot module does not respond, the pickup and delivery service is identified as the human intervention service, and a corresponding intervention request is generated. or, When the target service is a delivery service, if the duration of the service request is greater than or equal to the duration threshold and the robot module does not respond, the delivery service is identified as the human intervention service, and a corresponding intervention request is generated. or, When the target service is an intelligent question-and-answer service, if a user emotion command or complex question command is received from the intelligent question-and-answer module, the intelligent question-and-answer service is identified as the human intervention service, and a corresponding intervention request is generated.
8. A smart hotel service method, characterized in that, The hotel intelligent service method is applied to the hotel intelligent service system as described in any one of claims 1 to 7, wherein the hotel intelligent service system includes a user terminal, a server, and a service management terminal, and the hotel intelligent service method includes: When a user checks into a hotel, the server receives the identity authentication information sent by the user and performs identity authentication on the user based on the identity authentication information. The client receives a service request input by the user and sends the service request to the server. The server parses the service request, determines the target service, generates a service instruction corresponding to the target service request, and sends the service instruction to the service module corresponding to the target service, so that the service module can process the request based on the service instruction. When the service management terminal receives an intervention request from the server for manual intervention service, it generates the corresponding request information and displays it on the display interface.
9. An electronic device, characterized in that, include: The device includes a processor, a memory, and a bus. The memory stores machine-readable instructions executable by the processor. When the electronic device is running, the processor communicates with the memory via the bus, and the machine-readable instructions are executed by the processor to perform the steps of the hotel smart service method as described in claim 8.
10. A computer-readable storage medium, characterized in that, The computer-readable storage medium stores a computer program that, when executed by a processor, performs the steps of the hotel intelligent service method as described in claim 8.