Service response method, apparatus and device

Abstract

The embodiment of the specification discloses a service response method, device and equipment, the method comprises: receiving the conversation request initiated by the user to the target response party, in response to the conversation request, obtaining the service request information associated with the conversation request, and performing intent recognition on the service request information to obtain the request intent of the user; based on the request intent, determining the target response type for responding to the conversation request, the target response type includes artificial response and intelligent body response; based on the target response type, from the multiple response objects supported by the target response party, determine the target response object adapted to the conversation request, and establish the conversation between the target response object and the user, to provide the conversation service adapted to the request intent for the user through the target response object.

Description

Technical Field

[0001] This document relates to the field of artificial intelligence technology, and in particular to a service response method, apparatus, and device. Background Technology

[0002] Currently, customer service systems generally adopt a fixed routing mechanism of "intelligent first, then human". Users first enter the intelligent question and answer process, and intelligent customer service responds to the user's request. Only if the problem is not resolved after multiple attempts or the user actively chooses to "transfer to human", human customer service is triggered.

[0003] However, this fixed routing mechanism defaults to first using automated customer service to respond to user requests. Only after a fixed number of rounds of interaction, if the problem remains unresolved, is the system transferred to human customer service. For issues requiring human intervention from the outset, this ignores the user's true intent and forces unnecessary interactions, resulting in significant response delays and a poor user experience. Therefore, a service response solution that improves user experience is needed. Summary of the Invention

[0004] The purpose of the embodiments in this specification is to provide a service response solution that can improve user experience.

[0005] To achieve the above technical solution, the embodiments in this specification are implemented as follows: This specification provides a service response method, comprising: receiving a session request initiated by a user for a target responder; responding to the session request by obtaining service request information associated with the session request and performing intent recognition on the service request information to obtain the user's request intent; determining a target response type for responding to the session request based on the request intent, the target response type including human response and intelligent agent response; and determining a target response object adapted to the session request from multiple response objects supported by the target responder based on the target response type, and establishing a session between the target response object and the user to provide the user with a session service adapted to the request intent through the target response object.

[0006] This specification provides a service response device, comprising: a processing module, configured to receive a session request initiated by a user for a target responder; in response to the session request, obtain service request information associated with the session request, and perform intent recognition on the service request information to obtain the user's request intent; a routing module, configured to determine a target response type for responding to the session request based on the request intent, the target response type including human response and intelligent agent response; and a response module, configured to determine a target response object adapted to the session request from multiple response objects supported by the target responder based on the target response type, and establish a session between the target response object and the user, so as to provide the user with a session service adapted to the request intent through the target response object.

[0007] This specification provides a service response device, comprising: a processor; and a memory arranged to store computer-executable instructions, wherein the executable instructions, when executed, cause the processor to: receive a session request initiated by a user for a target responder; in response to the session request, obtain service request information associated with the session request, and perform intent recognition on the service request information to obtain the user's request intent; based on the request intent, determine a target response type for responding to the session request, the target response type including human response and intelligent agent response; based on the target response type, determine a target response object adapted to the session request from multiple response objects supported by the target responder, and establish a session between the target response object and the user, so as to provide the user with a session service adapted to the request intent through the target response object.

[0008] This specification also provides a storage medium for storing computer-executable instructions. When executed by a processor, the executable instructions implement the following process: receiving a session request initiated by a user for a target responder; responding to the session request, obtaining service request information associated with the session request, and performing intent recognition on the service request information to obtain the user's request intent; based on the request intent, determining a target response type for responding to the session request, the target response type including human response and intelligent agent response; based on the target response type, determining a target response object adapted to the session request from multiple response objects supported by the target responder, and establishing a session between the target response object and the user, so as to provide the user with a session service adapted to the request intent through the target response object.

[0009] This specification also provides a computer program product, including a computer program that, when executed by a processor, implements the following process: receiving a session request initiated by a user for a target responder; responding to the session request, obtaining service request information associated with the session request, and performing intent recognition on the service request information to obtain the user's request intent; based on the request intent, determining a target response type for responding to the session request, the target response type including human response and intelligent agent response; based on the target response type, determining a target response object adapted to the session request from multiple response objects supported by the target responder, and establishing a session between the target response object and the user, so as to provide the user with a session service adapted to the request intent through the target response object. Attached Figure Description

[0010] To more clearly illustrate the technical solutions in the embodiments or prior art of this specification, the drawings used in the description of the embodiments or prior art will be briefly introduced below. Obviously, the drawings described below are only some embodiments recorded in this specification. For those skilled in the art, other drawings can be obtained based on these drawings without creative effort. Figure 1 This is a schematic diagram of a service response architecture as described in this specification; Figure 2 This is a flowchart illustrating one service response method described in this specification; Figure 3 This is a flowchart illustrating a process for identifying the intent of a user request, as described in this specification. Figure 4 This is a flowchart illustrating a process for determining the target response type as described in this specification; Figure 5 This is a flowchart illustrating a process for determining a target response object in this specification; Figure 6 This is a flowchart illustrating another service response method described in this specification; Figure 7 This is a flowchart illustrating another service response method described in this specification. Figure 8 This is a flowchart illustrating another service response method described in this specification. Figure 9 This is a schematic diagram of a service response device described in this specification; Figure 10 This is a schematic diagram of a service response device described in this specification. Detailed Implementation

[0011] This specification provides a service response method, apparatus, and device through its embodiments.

[0012] To enable those skilled in the art to better understand the technical solutions in this specification, the technical solutions in the embodiments of this specification will be clearly and completely described below with reference to the accompanying drawings. Obviously, the described embodiments are only some embodiments of this specification, and not all embodiments. Based on the embodiments in this specification, all other embodiments obtained by those skilled in the art without creative effort should fall within the scope of protection of this specification.

[0013] Currently, customer service systems generally adopt a fixed routing mechanism of "intelligent first, then human." Users first enter the intelligent Q&A process, where intelligent customer service responds to their requests. Only if the problem remains unresolved after multiple attempts or if the user actively chooses to "transfer to human," is a human customer service representative triggered. However, this fixed routing mechanism defaults to using intelligent customer service to respond to user requests first. After a fixed number of interactions, if the problem is still not resolved, it is then transferred to human customer service. This makes it impossible to identify a strong intent for human service (such as "I want to find a real person") in the user's initial input, ignoring the user's true intentions, forcibly increasing invalid interactions, resulting in severe response delays and a poor user experience.

[0014] To address this, the present invention proposes a superior service response scheme. This scheme receives a session request initiated by a user for a target responder, responds to the session request by obtaining service request information associated with the session request, and performs intent recognition on the service request information to obtain the user's request intent. Based on the request intent, it determines the target response type for responding to the session request; the target response type includes human response and intelligent agent response. Based on the target response type, it determines a target response object suitable for the session request from multiple response objects supported by the target responder, and establishes a session between the target response object and the user to provide the user with a session service adapted to the request intent through the target response object. In this way, before each session response, the user's true needs are accurately understood through intent recognition, and allocation decisions are made based on these true needs to promptly allocate response objects that match the user's true needs, avoiding invalid user interactions and thus improving the user experience. Specific processing details can be found in the following embodiments.

[0015] The service response method provided in one or more embodiments of this specification can be applied to any application scenario that requires a service response, such as after-sales service for goods or technical consultation. Figure 1 As shown, in an exemplary service response architecture, a user 100, a responder 200, and a service response device 300 may be included. The service response device 300 can be used to establish a session between the user 100 and the responder 200. The user 100 can initiate session requests to multiple responders, and the responders can also receive session requests initiated by multiple users.

[0016] like Figure 2 As shown in the embodiments of this specification, a service response method is provided. The execution subject of this method can be a service response device, which can be deployed on a terminal device or a server, etc. The terminal device can be a mobile terminal device such as a mobile phone or tablet computer, or a computer device such as a laptop or desktop computer, or an IoT device (specifically, a smartwatch, in-vehicle device, etc.). The server can be a single server or a server cluster composed of multiple servers, etc. The server can be a backend server for financial business or online shopping business, or a backend server for an application, etc. This embodiment uses a server as the execution subject for detailed description. For the case where the execution subject is a terminal device, please refer to the following server case processing, which will not be repeated here. The method may specifically include the following steps: In step S202, a session request initiated by the user for the target responder is received.

[0017] In this context, "user" refers to the session side that initiates the session request, and "target responder" refers to the session side that receives and responds to the session request. For example, the user could be a consumer, and the target responder could be a merchant. The session request initiated by the user may carry a request identifier, which can be used to identify the target responder, thus clarifying that the user initiated the session request for the target responder.

[0018] In practice, users who have established a session connection and the target response object may interact multiple times based on the session connection. Each interaction signal sent by the user can be regarded as a session request.

[0019] In step S204, in response to the session request, the service request information associated with the session request is obtained, and the intent of the service request information is identified to obtain the user's request intent.

[0020] Service request information can be text, voice, images, etc., and can be used to describe the user's service needs, such as a consumer's inquiry to a merchant. Intent recognition refers to understanding the true needs or purposes behind the user's input by analyzing the user's input.

[0021] In implementation, a session request can be associated with service request information. Upon receiving a session request, the associated service request information can be obtained in response to the session request. Then, the user's request intent can be obtained by multimodal intent recognition of the service request information through a trained classification model or keyword matching technology.

[0022] In step S206, the target response type for responding to the session request is determined based on the request intent. The target response type includes human response and agent response.

[0023] The target response type can be understood as the response role provided by the target responder to the user. Taking customer service scenario as an example, human response refers to using human customer service to respond to user requests, while intelligent agent response refers to using intelligent customer service to respond to user requests. In other words, the response role can be either human customer service or intelligent customer service.

[0024] In practice, the user's intention to receive a human response can be determined based on the request intent. When the request intent clearly indicates that the user expects a human response, the target response type is a human response; otherwise, the target response type is an agent response.

[0025] In step S208, based on the target response type, a target response object that matches the session request is determined from multiple response objects supported by the target response party, and a session is established between the target response object and the user, so as to provide the user with a session service that matches the request intent through the target response object.

[0026] The target responder can support multiple response types, and each response type can include multiple response objects. A response type can be understood as a response role, and a response object can be understood as the entity playing that role. Therefore, once the corresponding target response type is determined for the target responder, the multiple response objects supported by the target responder can be determined.

[0027] In implementation, several response objects matching the target response type can be selected from a pool of supported response objects. Then, the target response object adapted to the session request is determined from these selected response objects; the number of target response objects is unique. Based on the determined target response object, a session can be established between the target response object and the user, enabling communication between them. Based on the session between the target response object and the user, the target response object can receive the user's request intent and provide the user with session services adapted to that intent.

[0028] It's important to note that each user interaction signal can be considered a session request. For each session request, a corresponding target response object is quickly matched. If the identified target response object remains unchanged, the current session continues without needing to be re-established. If the identified target response object changes, the current session is closed, and a new session is established between the user and the new target response object. In other words, once a session is established between the user and the target response object, multiple interactions may be performed using that session.

[0029] This specification provides a service response method that receives a session request initiated by a user for a target responder, responds to the session request, obtains service request information associated with the session request, and performs intent recognition on the service request information to obtain the user's request intent. Based on the request intent, it determines the target response type for responding to the session request, including human response and intelligent agent response. Based on the target response type, it determines a target response object adapted to the session request from multiple response objects supported by the target responder, establishes a session between the target response object and the user, and provides the user with a session service adapted to the request intent through the target response object. In this way, before each session response, the user's real needs are accurately understood through intent recognition, and an approach decision is made based on these real needs to promptly and accurately allocate a response object that matches the user's real needs, avoiding invalid user interactions and thus improving the user's service response experience.

[0030] In the above or following embodiments, there are multiple ways to perform intent recognition on the service request information to obtain the user's request intent in step S204. One optional implementation method is provided below, such as... Figure 3 As shown, this implementation method may specifically include the following steps: Step S302: Perform semantic understanding on the service request information to obtain the semantic features of the service request information.

[0031] As mentioned earlier, service request information may be multimodal information such as text, voice or images. Therefore, multimodal semantic understanding can be performed on service request information.

[0032] In implementation, a large language model can be obtained through pre-training on massive amounts of data, which possesses powerful contextual understanding, semantic association, and feature abstraction capabilities. This large language model is then used to extract semantic features from service request information to obtain its semantic characteristics.

[0033] Step S304: Identify the sentiment tendency in the service request information to determine the sentiment characteristics of the service request information.

[0034] The sentiment tendency can include positive, negative, and neutral, and identifying the sentiment tendency can reflect the user's satisfaction with the current response result.

[0035] In implementation, sentiment words in service request information can be identified based on a dictionary, and the sentiment tendency in the service request information can be determined by combining the meaning of the sentiment words. Then, the sentiment tendency in the service request information can be analyzed by a pre-trained sentiment model, thereby determining the sentiment characteristics of the service request information.

[0036] Step S306: Perform a fusion analysis of semantic features and sentiment features to determine the user's request intent.

[0037] In implementation, semantic and sentiment features can be directly concatenated to form a fused feature vector, and the user's request intent can be determined based on this fused feature vector. Alternatively, an attention model can be used to dynamically allocate the weights of semantic and sentiment features, and the fusion analysis of semantic and sentiment features can be achieved through weighted summation to obtain the user's request intent, which can express the deeper intent in the service request information.

[0038] In this embodiment, by combining large models with user behavior data, the request intent in the user's service request information can be accurately analyzed, which can reduce the omission of intent due to insufficient keyword coverage, thereby improving the user's satisfaction with the service response.

[0039] Based on this, the processing method for determining the target response type for responding to the session request based on the request intent in step S206 can be varied. The following provides one optional implementation method, such as... Figure 4 As shown, this implementation method may specifically include the following steps: Step S402: Based on the semantic and sentiment features contained in the request intent, calculate the semantic score and sentiment score of the user's preference for a human response.

[0040] The semantic features can include multiple feature dimensions such as problem complexity, time urgency and domain expertise, while the emotional features can include multiple feature dimensions such as emotion intensity and emotion type. Each feature dimension has a corresponding feature weight.

[0041] In implementation, feature scores can be calculated for each feature dimension based on the semantic features contained in the request intent. These calculated feature scores are then normalized, and weighted calculations are performed based on the feature weights corresponding to each feature dimension to obtain a semantic score indicating the user's preference for a human response. A higher semantic score indicates a stronger user preference for a human response. Similarly, feature scores can be calculated for each feature dimension based on the sentiment features contained in the request intent. These calculated feature scores are then normalized, and weighted calculations are performed based on the feature weights corresponding to each feature dimension to obtain a sentiment score indicating the user's preference for a human response. A higher sentiment score indicates more negative emotions from the user, suggesting a stronger preference for a human response.

[0042] Step S404: Calculate the comprehensive score of the user's intention to adopt a human response based on the semantic score and the sentiment score.

[0043] In implementation, different weights can be assigned to semantic scores and sentiment scores, and the semantic scores and sentiment scores can be weighted and summed to obtain a comprehensive score indicating the user's intention to adopt a human response.

[0044] Step S406: If the overall score is higher than the preset classification threshold, then the target response type for responding to the session request is determined to be a manual response.

[0045] Step S408: If the overall score is not higher than the preset classification threshold, determine the target response type for responding to the session request as an agent response.

[0046] In implementation, a classification threshold can be preset. After calculating the comprehensive score corresponding to the service request information, the comprehensive score can be compared with the classification threshold. If the comprehensive score is higher than the preset classification threshold, it indicates that the user is more inclined to use a manual response, and the target response type for responding to the session request can be determined as a manual response. If the comprehensive score is not higher than the preset classification threshold, it indicates that the user does not explicitly prefer to use a manual response, and the target response type for responding to the session request can be determined as an agent response.

[0047] In the above or following embodiments, the processing method for determining the target response object adapted to the session request from multiple response objects supported by the target responder based on the target response type in step S208 varies. Different target response types require different methods for determining the target response object. The following provides an optional processing method, which specifically includes the following steps: Step S2082: When the target response type is an agent response, determine the target service type to which the request intent points; Step S2084: From a plurality of preset service agents, determine the target service agent that is compatible with the target service type. The target service agent is the target response object that is compatible with the session request.

[0048] In this context, an agent is an entity capable of perceiving its environment, making autonomous decisions, and taking actions to achieve a specific goal. It can be a software program, a robot, a virtual character, or even an abstract representation of an organization or individual within a specific system. The target respondent can pre-set one or more agents based on the types of services it can provide. For example, a merchant, as the target respondent, could pre-set agents such as pre-sales consultation agents and after-sales service agents.

[0049] In implementation, the target service type requested by the user can be determined based on the semantics represented by the request intent. The target service type can be a response service type, an operation service type, etc. Then, based on the mapping relationship between the service type provided by the target responder and the intelligent agent, the target service intelligent agent that matches the target service type can be determined from multiple service intelligent agents preset by the target responder, and the determined target service intelligent agent is identified as the target response object that matches the session request.

[0050] Next, the target service agent can be invoked to execute the target service, providing the user with a session service adapted to the request intent. For example, when the target service type is a question-and-answer service, the target service agent is invoked to generate a response reply for the user; when the target service type is an operation service, the target service agent is invoked to perform an order cancellation operation for the user.

[0051] Furthermore, when the target service type is a question-and-answer service type, the specific steps A2 to A8 can be used to provide users with a session service that matches their request intent.

[0052] In step A2, a preset response knowledge base is obtained, which contains the mapping relationship between historical questions and response replies.

[0053] It should be understood that the target responder can pre-select some frequently used historical questions and determine corresponding responses for these historical questions. Then, a mapping relationship between historical questions and responses can be established and stored in a pre-set response knowledge base.

[0054] In step A4, the similarity between the user-submitted question data and each historical question in the response knowledge base is calculated.

[0055] It should be understood that when the target service type is a question-and-answer service, the service request information may include the question data raised by the user. For historical questions stored in the response knowledge base, the similarity between each historical question and the raised question data can be calculated.

[0056] In step A6, if there is a first historical question with a similarity higher than a preset similarity threshold, then the first response based on the mapping of the first historical question provides the user with a session service that matches the request intent.

[0057] It should be understood that if a first historical question exists in the response knowledge base with a similarity higher than a preset similarity threshold, it indicates that the user's current request intent is highly similar to the intent represented by the first historical question. In this case, the first response mapped from the first historical question can be directly used as the response content provided to the user. Providing the first response to the user offers a session service tailored to their request intent.

[0058] In step A8, if there is no historical question data with a similarity higher than the preset similarity threshold, a second response is generated for the question data using the language big model, and a conversation service adapted to the request intent is provided to the user based on the second response.

[0059] It should be understood that if there is no first historical question in the response knowledge base with a similarity higher than the preset similarity threshold, it indicates that no response content has been preset for the user's current request intent. In this case, a second response can be generated using the language big data model to provide the user with a conversational service that matches their request intent.

[0060] In the above or following embodiments, the implementation method of determining the target response object adapted to the session request from multiple response objects supported by the target response party based on the target response type in step S208 can be varied. One optional implementation method is provided below, such as... Figure 5 As shown, when the target response type is a manual response, this implementation method may specifically include the following steps.

[0061] Step S502: Obtain the set of candidate response objects supported by the target responder.

[0062] In practice, when the target response type is a manual response, multiple candidate response objects that are compatible with the manual response type can be extracted from all candidate response objects supported by the target responder, and a candidate response object set can be constructed based on the extracted multiple candidate response objects.

[0063] Step S504: Obtain the user's identity identifier and select a subset of candidate response objects that match the identity identifier from the candidate response object set.

[0064] It should be understood that the target responder can configure different response permissions for response objects based on user identities. For example, when user identities include member users and regular users, the response objects supported by the target responder can be divided into response objects with response permissions for member users and response objects with response permissions for regular users.

[0065] In implementation, the user's identity identifier can be obtained first. Based on the matching relationship between the user's identity and the response object preset by the target responder, candidate response objects that match the identity identifier can be selected from the candidate response object set. A subset of candidate response objects can be constructed based on the selected candidate response objects.

[0066] Step S506: Calculate the idle value of each candidate response object in the subset of candidate response objects, and randomly select one candidate response object from at least one candidate response object whose idle value is higher than a preset threshold as the target response object adapted to the session request.

[0067] The idle value of a candidate response object can be used to describe the degree of idleness of that candidate response object.

[0068] In implementation, each candidate response object can establish sessions with multiple users simultaneously. The idle value of a candidate response object can be calculated based on the number of sessions it is currently connected to. For example, the idle value can be determined as the ratio of the number of sessions currently connected to a candidate response object to the maximum number of sessions. Then, at least one candidate response object with an idle value higher than a preset threshold is selected from the subset of candidate response objects. When only one candidate response object is selected, it becomes the target response object adapted to the session request. When multiple candidate response objects are selected, one can be randomly chosen as the target response object adapted to the session request.

[0069] In this embodiment, when the target response type is a manual response, the target response object allocated to the user can be dynamically adjusted through real-time load balancing, which can improve the interaction efficiency between the target response object and the user, reduce the user's waiting time, and thus improve the user's service response experience.

[0070] In the embodiments described above or below, the session request may further include a session identifier, which can be used to indicate that the session status is a historical session. Based on this, as... Figure 6 As shown, the service response process may specifically include the following steps.

[0071] Step S602: Obtain the historical sessions associated with the session identifier and the historical response types corresponding to the historical sessions.

[0072] It should be understood that when a session request contains a session identifier, it indicates that the user is initiating the session request for an existing session. Based on the session identifier contained in the session request, the historical sessions associated with that session identifier can be obtained, and the historical response type corresponding to that historical session can be determined. The historical response type can be a human response or an agent response.

[0073] Step S604: If the historical response type is manual response, determine the historical response object associated with the historical session and calculate the idle value of the historical response object.

[0074] When the historical response type is manual, it can be determined that the historical session was also served by a response object of the manual response type. In this case, both the historical response type and the target response type are manual, and it is advisable to directly reuse the historical response object to continue participating in the session. Therefore, the idle value of the historical response object can be calculated to determine whether the current historical response object is available. The specific calculation method of the idle value can be found in the relevant description above, and will not be repeated here.

[0075] Step S606: When the idle value exceeds a preset threshold, a session is established between the historical response object and the user, so as to provide the user with a session service adapted to the request intent through the historical response object.

[0076] In practice, when the idle value of a historical response object exceeds a preset threshold, it indicates that the historical response object is currently available and a session can be established between the historical response object and the user to provide the user with a session service that matches the request intent through the historical response object.

[0077] Additionally, when the idle value of a historical response object does not exceed a preset threshold, it indicates that the historical response object is currently unavailable. Based on a preset object scheduling strategy, a target response object suitable for the session request can be determined from the currently available candidate response objects. For details on determining the target response object based on the object scheduling strategy, please refer to the relevant descriptions above; they will not be repeated here.

[0078] Based on step S602 above, if the historical response type is an agent response, the service response process may specifically include the following steps S702~S708.

[0079] Step S702: When the historical response type is an agent response, the user's request intent is identified based on the service request information associated with the session request, and the target response type for responding to the session request is determined based on the request intent.

[0080] Specifically, when the historical response type is an agent response, it can be determined that the historical session was serviced by a response object of the agent response type. Based on this, the user's request intent can be identified based on the service request information associated with the session request, and the target response type for responding to the session request can be determined based on the request intent. The implementation details of identifying the request intent and determining the target response type can be found in the relevant descriptions of the aforementioned steps S104 to S106, and will not be repeated here.

[0081] Step S704: When the target response type is a manual response, type conversion information is injected into the session request to obtain the first session request. The type conversion information includes historical session records of historical sessions.

[0082] When the historical response type is agent response and the target response type is human response, it indicates that the user has the intention to "switch to human response" during the interaction with the agent.

[0083] In implementation, when a request intent to "transfer to human response" is detected, type conversion information can be injected into the session request to generate a first session request. This first session request requests a human response object to be assigned to the user. The type conversion information may include historical session records and conversion identifiers. The conversion identifier is used to classify session requests. When a session request does not contain a conversion identifier, the steps of determining the target response type, determining the target response object, and establishing a session to provide the service response must be executed sequentially. When a session request contains a conversion identifier, the step of determining the target response type can be skipped, and it can be directly identified as a human response before proceeding with the steps of determining the target response object and establishing a session to provide the service response.

[0084] Step S706: In response to the first session request, determine the first response object that is compatible with the first session request based on a preset object scheduling strategy.

[0085] The implementation details of determining the first response object based on the preset object scheduling strategy are similar to those of determining the target response object. Please refer to the relevant descriptions of the aforementioned steps S502 to S506, which will not be repeated here.

[0086] Step S708: Establish a session between the first response object and the user so that the first response object can provide session services to the user based on historical session records.

[0087] In implementation, a session can be established between the first response object and the user, and the historical session records of the historical session can be provided to the target response object so that the first response object can provide session services to the user based on the historical session records.

[0088] In this embodiment, the intention of human response is detected in real time during the intelligent response process. When the intention of human response is detected, the human response process and the intelligent agent response process are seamlessly connected through context inheritance and identifier pass-through, which reduces the user's repetitive description and improves the user experience.

[0089] The following describes in detail an embodiment of this specification providing a service response method, using an exemplary application scenario. This exemplary application scenario can be a customer service scenario, in which the user can be a consumer, the target responder can be a merchant, the response object for a human response type is a human customer service representative, and the response object for an intelligent agent response type is an intelligent customer service representative. Figure 8 As shown, in this application scenario, the service response method may specifically include the following steps.

[0090] Step S802: Receive a session request initiated by the user for the target responder; Step S804: Detect whether the session request contains a session identifier; If the session request contains a session identifier, proceed to step S806; if the session request does not contain a session identifier, proceed to step S816. Step S806: Obtain the historical sessions associated with the session identifier and the historical response types corresponding to the historical sessions; Step S808: Determine whether the historical response type is a manual response; If the historical response type is a manual response, then proceed to step S810; if the historical response type is an agent response, then proceed to step S826. Step S810: Determine the historical response object associated with the historical session and calculate the idle value of the historical response object; Step S812: Determine whether the idle value exceeds a preset threshold; If the idle value exceeds the preset threshold, proceed to step S814; if the idle value does not exceed the preset threshold, proceed to step S820. Step S814: Establish a session between the historical response object and the user to provide the user with a session service adapted to the request intent through the historical response object; Step S816: Obtain service request information associated with the session request, perform intent recognition on the service request information to obtain the user's request intent, and determine the target response type for responding to the session request based on the request intent; Step S818: Determine whether the target response type is a manual response; If the target response type is a human response, then proceed to step S820; if the target response type is an agent response, then proceed to step S824. Step S820: From the set of candidate response objects supported by the target responder, select a subset of candidate response objects that match the user's identity identifier; calculate the idle value of each candidate response object in the subset of candidate response objects; and randomly select one candidate response object from at least one candidate response object whose idle value is higher than a preset threshold as the target response object that matches the session request. Step S822: Establish a session between the target response object and the user, and provide the user with a session service adapted to the request intent through the target response object; Step S824: Determine the target service type corresponding to the request intent, and select the target service agent that matches the target service type from multiple preset service agents, and call the target service agent to execute the corresponding service to provide the user with a session service that matches the request intent; Step S826: Identify the user's request intent based on the service request information associated with the session request, and determine the target response type for responding to the session request based on the request intent; Step S828: Determine whether the target response type is a manual response; If the target response type is a human response, then proceed to step S830; if the target response type is an agent response, then proceed to step S824. Step S830: Inject type conversion information into the session request to obtain the first session request. In response to the first session request, determine the first response object that is compatible with the first session request based on the preset object scheduling strategy, and establish a session between the first response object and the user so that the first response object can provide session services to the user based on historical session records.

[0091] This specification provides a service response method that integrates intelligent agent responses and human responses into the same inbound engine. It achieves a logical closed loop through "transfer to human" to avoid system fragmentation. Through large-scale model semantic understanding, it accurately identifies implicit, emotional, and complex request intents, and makes inbound decisions based on intent recognition results, significantly improving intent recognition accuracy and avoiding invalid interactions. Furthermore, when a "transfer to human" intent is detected, the routing decision can be re-executed by introducing an identifier, and historical session records can be provided to the newly determined target response object, achieving seamless integration between intelligent and human responses and improving user experience.

[0092] The above describes the service response method provided in the embodiments of this specification. Based on the same idea, the embodiments of this specification also provide a service response device, such as... Figure 9 As shown.

[0093] The service response device includes: a processing module 901, a traffic distribution module 902, and a response module 903, wherein: The processing module 901 is configured to receive a session request initiated by a user for a target responder; in response to the session request, obtain service request information associated with the session request, and perform intent recognition on the service request information to obtain the user's request intent. The traffic splitting module 902 is used to determine the target response type for responding to the session request based on the request intent, wherein the target response type includes human response and intelligent agent response; The response module 903 is used to determine, based on the target response type, a target response object adapted to the session request from multiple response objects supported by the target response party, and establish a session between the target response object and the user, so as to provide the user with a session service adapted to the request intent through the target response object.

[0094] In this embodiment of the specification, the processing module 901 includes: Perform semantic understanding on the service request information to obtain its semantic features; Identify the sentiment tendency in the service request information to determine the sentiment characteristics of the service request information; The semantic features and the emotional features are fused and analyzed to determine the user's request intent.

[0095] In the embodiments of this specification, the splitting module 902 includes: Based on the semantic and sentiment features contained in the request intent, a semantic score and a sentiment score indicating the user's preference for a human response are calculated respectively. Based on the semantic score and sentiment score, a comprehensive score is calculated for the user intent using a human response. If the overall score is higher than the preset classification threshold, then the target response type for responding to the session request is determined to be a human response; If the overall score is not higher than the preset classification threshold, the target response type for responding to the session request is determined to be an agent response.

[0096] In this embodiment of the specification, the response module 903 includes: When the target response type is an agent response, the target service type corresponding to the request intent is determined; From a plurality of preset service agents, a target service agent that is compatible with the target service type is determined, wherein the target service agent is a target response object that is compatible with the session request; The target service agent is invoked to execute the corresponding service in order to provide the user with a session service that is adapted to the request intent.

[0097] In this embodiment of the specification, the response module 903 includes: When the target service type is a question-and-answer service type, a preset response knowledge base is obtained, which contains the mapping relationship between historical questions and response replies; Calculate the similarity between the user-submitted question data and each historical question data in the response knowledge base; If there is a first historical question with a similarity higher than a preset similarity threshold, then the first response based on the mapping of the first historical question will provide the user with a session service that matches the request intent; If there is no historical question data with a similarity higher than a preset similarity threshold, a second response is generated for the question data using a large language model, and based on the second response, a session service adapted to the user's request intent is provided.

[0098] In this embodiment of the specification, the response module 903 includes: When the target response type is a manual response, obtain the set of candidate response objects supported by the target response party; Obtain the user's identity identifier, and select a subset of candidate response objects that match the identity identifier from the candidate response object set; Calculate the idle value of each candidate response object in the subset of candidate response objects, and randomly select one candidate response object from at least one candidate response object whose idle value is higher than a preset threshold as the target response object that is adapted to the session request.

[0099] In this embodiment of the specification, the session request further includes a session identifier, which is used to indicate that the session status is a historical session. The service response device further includes a first response module, which includes: Obtain the historical sessions associated with the session identifier and the historical response types corresponding to the historical sessions; If the historical response type is manual response, determine the historical response object associated with the historical session and calculate the idle value of the historical response object; When the idle value exceeds a preset threshold, a session is established between the historical response object and the user to provide the user with a session service adapted to the request intent through the historical response object.

[0100] In the embodiments of this specification, the response module includes: In the case where the historical response type is an agent response, the user's request intent is identified based on the service request information associated with the session request, and the target response type for responding to the session request is determined based on the request intent. When the target response type is a manual response, type conversion information is injected into the session request to obtain a first session request. The type conversion information includes the historical session record of the historical session. In response to the first session request, a first response object adapted to the first session request is determined based on a preset object scheduling strategy; A session is established between the first response object and the user, so that the first response object provides session services to the user based on the historical session records.

[0101] For ease of description, the above devices are described by dividing them into various modules or units based on their functions. Of course, when implementing one or more embodiments of this specification, the functions of each module or unit can be implemented in one or more software and / or hardware components, or a module that performs the same function can be implemented by a combination of multiple sub-modules or sub-units, etc. The device embodiments described above are merely illustrative; the division of each module and unit is only a logical functional division, and in actual implementation, there may be other division methods. For example, multiple units or modules can be combined or integrated into another system, or some features can be ignored or not executed, etc.

[0102] This specification provides a service response device that receives a session request initiated by a user for a target responder, responds to the session request, obtains service request information associated with the session request, and performs intent recognition on the service request information to obtain the user's request intent. Based on the request intent, it determines the target response type for responding to the session request, including human response and intelligent agent response. Based on the target response type, it determines a target response object adapted to the session request from multiple response objects supported by the target responder, establishes a session between the target response object and the user, and provides the user with a session service adapted to the request intent through the target response object. In this way, before each session response, the user's true needs are accurately understood through intent recognition, and allocation decisions are made based on these true needs to promptly allocate response objects that match the user's true needs and avoid invalid user interactions, thereby improving the user experience.

[0103] The above are service response devices provided in the embodiments of this specification. Based on the same idea, the embodiments of this specification also provide a service response device, such as... Figure 10 As shown.

[0104] The service response device can provide terminal devices or servers, etc., for the above embodiments.

[0105] Service response devices can vary considerably in configuration and performance, and may include a communication interface 1002, a user interface 1004, a processor 1006, and a data storage 1008. These components are interconnected and communicate with each other via a system bus, network, or other connection mechanism 1010. The communication interface 1002 enables the service response device 1000 to communicate with other devices, access networks, and transmission networks via analog or digital modulation. For example, the communication interface 1002 may include a chipset and antenna for wireless communication with a radio access network or access point. Furthermore, the communication interface 1002 can be a wired interface such as Ethernet, Token Ring, or a USB port, or a wireless interface such as Wi-Fi, Bluetooth, Global Positioning System (GPS), or a wide-area wireless interface (e.g., WiMAX or LTE). Of course, the communication interface 1002 may also support other forms of physical layer interfaces and standard or proprietary communication protocols. The communication interface 1002 may also include multiple physical communication interfaces, such as Wi-Fi, Bluetooth, and wide-area wireless interfaces.

[0106] User interface 1004 includes receiving user input and providing output to the user. Therefore, user interface 1004 may include input components such as a keypad, keyboard, touch-sensitive or presence-sensitive panel, computer mouse, trackball, joystick, microphone, still camera, and video camera, and output components such as a display screen (which may be combined with a touch-sensitive panel), CRT, LCD, LED, display using DLP technology, printer, and other similar devices known or developed in the future. User interface 1004 may also generate auditory output via speakers, speaker jacks, audio output ports, audio output devices, headphones, and other similar devices known or developed in the future. In some embodiments, user interface 1004 may include software, circuitry, or other forms of logic capable of transmitting and receiving data from external user input / output devices. Additionally or alternatively, service response device 1000 may support remote access from other devices via communication interface 1002 or another physical interface (not shown). User interface 1004 may be configured to receive user input, the position and movement of which may be indicated by indicators or cursors described herein. User interface 1004 can also be configured as a display device for rendering or displaying text fragments.

[0107] Processor 1006 may contain one or more general-purpose processors and / or special-purpose processors.

[0108] Data storage 1008 may include one or more volatile and / or non-volatile storage components and may be integrated wholly or partially with processor 1006. Data storage 1008 may include removable and non-removable components.

[0109] Processor 1006 is capable of executing program instructions 1018 (e.g., compiled or uncompiled program logic and / or machine code) stored in data storage 1008 to perform the various functions described herein. Data storage 1008 may contain a non-transitory computer-readable medium on which program instructions are stored, which, when executed by service response device 1000, enable service response device 1000 to perform any methods, processes, or functions disclosed in this specification and / or the accompanying drawings. Execution of program instructions 1018 by processor 1006 may result in processor 1006 using data 1012.

[0110] For example, program instructions 1018 may include an operating system 1022 (e.g., an operating system kernel, device drivers, and / or other modules) installed on service response device 1000 and one or more applications 1020 (e.g., a browser, social application, or game application). Similarly, data 1012 may include operating system data 1016 and application data 1014. Operating system data 1016 is primarily accessible to operating system 1022, while application data 1014 is primarily accessible to one or more applications 1020. Application data 1014 may reside in a file system that is visible or hidden from the user of service response device 1000.

[0111] Application 1020 can communicate with operating system 1012 through one or more application programming interfaces (APIs). These APIs help application 1020 read and / or write application data 1014, transmit or receive information via communication interface 1002, receive or display information on user interface 1004, etc.

[0112] In some terminology, application 1020 may be simply referred to as "app". Furthermore, application 1020 can be downloaded to service response device 1000 through one or more online app stores or app markets. However, applications can also be installed on service response device 1000 in other ways, such as through a web browser or a physical interface on service response device 1000 (e.g., a USB port).

[0113] Specifically, in this embodiment, the service response device 1000 includes a data storage 1008 and one or more program instructions 1018, wherein one or more program instructions 1018 are stored in the data storage 1008, and one or more program instructions 1018 are configured to be executed by one or more processors. The one or more program instructions include computer-executable instructions for performing the following: Receive session requests initiated by users for the target responder; In response to the session request, obtain the service request information associated with the session request, and perform intent recognition on the service request information to obtain the user's request intent; Based on the request intent, a target response type is determined for responding to the session request, the target response type including human response and agent response; Based on the target response type, a target response object that matches the session request is determined from multiple response objects supported by the target response party, and a session is established between the target response object and the user, so as to provide the user with a session service that matches the request intent through the target response object.

[0114] The various embodiments in this specification are described in a progressive manner. Similar or identical parts between embodiments can be referred to mutually. Each embodiment focuses on describing the differences from other embodiments. In particular, the service response device embodiments are basically similar to the method embodiments, so the description is relatively simple; relevant parts can be referred to the descriptions of the method embodiments.

[0115] This specification provides a service response device that receives a session request initiated by a user for a target responder, responds to the session request, obtains service request information associated with the session request, and performs intent recognition on the service request information to obtain the user's request intent. Based on the request intent, it determines the target response type for responding to the session request, including human response and intelligent agent response. Based on the target response type, it determines a target response object adapted to the session request from multiple response objects supported by the target responder, establishes a session between the target response object and the user, and provides the user with a session service adapted to the request intent through the target response object. In this way, before each session response, the device accurately understands the user's true needs through intent recognition and makes allocation decisions based on these true needs, promptly allocating response objects that match the user's true needs to avoid invalid user interactions, thereby improving the user experience.

[0116] Furthermore, based on the above Figures 1 to 8 This specification also provides a storage medium for storing computer-executable instruction information in one or more embodiments. In one specific embodiment, the storage medium may be a USB flash drive, optical disc, hard disk, etc. When the computer-executable instruction information stored in the storage medium is executed by a processor, it can realize the following process: Receive session requests initiated by users for the target responder; In response to the session request, obtain the service request information associated with the session request, and perform intent recognition on the service request information to obtain the user's request intent; Based on the request intent, a target response type is determined for responding to the session request, the target response type including human response and agent response; Based on the target response type, a target response object that matches the session request is determined from multiple response objects supported by the target response party, and a session is established between the target response object and the user, so as to provide the user with a session service that matches the request intent through the target response object.

[0117] The various embodiments in this specification are described in a progressive manner. Similar or identical parts between embodiments can be referred to mutually. Each embodiment focuses on describing the differences from other embodiments. In particular, the above-described storage medium embodiment is basically similar to the method embodiment, so the description is relatively simple; relevant parts can be referred to the description of the method embodiment.

[0118] This specification provides a storage medium that receives a session request initiated by a user towards a target responder, responds to the session request, obtains service request information associated with the session request, and performs intent recognition on the service request information to obtain the user's request intent. Based on the request intent, it determines the target response type for responding to the session request, including human response and intelligent agent response. Based on the target response type, it determines a target response object adapted to the session request from multiple response objects supported by the target responder, establishes a session between the target response object and the user, and provides the user with a session service adapted to the request intent through the target response object. In this way, before each session response, the user's true needs are accurately understood through intent recognition, and allocation decisions are made based on these true needs to promptly allocate response objects that match the user's true needs and avoid invalid user interactions, thereby improving the user experience.

[0119] Furthermore, based on the above Figures 1 to 8 This specification also provides one or more embodiments of a computer program product, including a computer program, which, when executed by a processor, can perform the following processes: Receive session requests initiated by users for the target responder; In response to the session request, obtain the service request information associated with the session request, and perform intent recognition on the service request information to obtain the user's request intent; Based on the request intent, a target response type is determined for responding to the session request, the target response type including human response and agent response; Based on the target response type, a target response object that matches the session request is determined from multiple response objects supported by the target response party, and a session is established between the target response object and the user, so as to provide the user with a session service that matches the request intent through the target response object.

[0120] The various embodiments in this specification are described in a progressive manner. Similar or identical parts between embodiments can be referred to mutually. Each embodiment focuses on describing the differences from other embodiments. In particular, the above-described embodiment of a computer program product is relatively simple in description because it is fundamentally similar to the method embodiment; relevant parts can be referred to the description of the method embodiment.

[0121] This specification provides a computer program product that receives a session request initiated by a user towards a target responder, responds to the session request, obtains service request information associated with the session request, and performs intent recognition on the service request information to obtain the user's request intent. Based on the request intent, it determines the target response type for responding to the session request, including human response and intelligent agent response. Based on the target response type, it determines a target response object adapted to the session request from multiple response objects supported by the target responder, establishes a session between the target response object and the user, and provides the user with a session service adapted to the request intent through the target response object. In this way, before each session response, the user's true needs are accurately understood through intent recognition, and allocation decisions are made based on these true needs to promptly allocate response objects that match the user's true needs and avoid invalid user interactions, thereby improving the user experience.

[0122] The foregoing has described specific embodiments of this specification. Other embodiments are within the scope of the appended claims. In some cases, the actions or steps described in the claims may be performed in a different order than those shown in the embodiments and still achieve the desired results. Furthermore, the processes depicted in the drawings do not necessarily require a specific or sequential order to achieve the desired results. In some embodiments, multitasking and parallel processing are possible or may be advantageous. Moreover, although one or more embodiments of this specification provide method steps as described in the embodiments or flowcharts, it is understood that the order of steps listed in the embodiments or flowcharts is merely one possible execution order among many steps and does not represent the only execution order. Therefore, when method steps are involved in the claims, adjustments to the order of those steps, or parallelism between steps, are also within the scope of protection of the claims.

[0123] In the 1990s, improvements to a technology could be clearly distinguished as either hardware improvements (e.g., improvements to the circuit structure of diodes, transistors, switches, etc.) or software improvements (improvements to the methodology). However, with technological advancements, many methodological improvements today can be considered direct improvements to the hardware circuit structure. Designers almost always obtain the corresponding hardware circuit structure by programming the improved methodology into the hardware circuit. Therefore, it cannot be said that a methodological improvement cannot be implemented using hardware physical modules. For example, a Programmable Logic Device (PLD) (such as a Field Programmable Gate Array (FPGA)) is such an integrated circuit whose logic function is determined by the user programming the device. Designers can program and "integrate" a digital system onto a PLD themselves, without needing chip manufacturers to design and manufacture dedicated integrated circuit chips. Furthermore, nowadays, instead of manually manufacturing integrated circuit chips, this programming is mostly implemented using "logic compiler" software. Similar to the software compiler used in program development, the original code before compilation must also be written in a specific programming language, called a Hardware Description Language (HDL). There are many HDLs, such as ABEL (Advanced Boolean Expression Language), AHDL (Altera Hardware Description Language), Confluence, CUPL (Cornell University Programming Language), HDCal, JHDL (Java Hardware Description Language), Lava, Lola, MyHDL, PALASM, and RHDL (Ruby Hardware Description Language). Currently, the most commonly used are VHDL (Very-High-Speed ​​Integrated Circuit Hardware Description Language) and Verilog. Those skilled in the art should also understand that by simply performing some logic programming on the method flow using one of these hardware description languages ​​and programming it into an integrated circuit, the hardware circuit implementing the logical method flow can be easily obtained.

[0124] The controller can be implemented in any suitable manner. For example, it can take the form of a microprocessor or processor and a computer-readable medium storing computer-readable program code (e.g., software or firmware) executable by the (micro)processor, logic gates, switches, application-specific integrated circuits (ASICs), programmable logic controllers, and embedded microcontrollers. Examples of controllers include, but are not limited to, the following microcontrollers: ARC 625D, Atmel AT91SAM, Microchip PIC18F26K20, and Silicon Labs C8051F320. A memory controller can also be implemented as part of the control logic of the memory. Those skilled in the art will also recognize that, in addition to implementing the controller in purely computer-readable program code form, the same functionality can be achieved by logically programming the method steps to make the controller take the form of logic gates, switches, application-specific integrated circuits, programmable logic controllers, and embedded microcontrollers. Therefore, such a controller can be considered a hardware component, and the means included therein for implementing various functions can also be considered as structures within the hardware component. Alternatively, the means for implementing various functions can be considered as both software modules implementing the method and structures within the hardware component.

[0125] The systems, devices, modules, or units described in the above embodiments can be implemented by computer chips or entities, or by products with certain functions. A typical implementation device is a computer. Specifically, a computer can be, for example, a personal computer, laptop computer, cellular phone, camera phone, smartphone, personal digital assistant, media player, navigation device, email device, game console, tablet computer, wearable device, or any combination of these devices.

[0126] For ease of description, the above apparatus is described by dividing it into various functional units. Of course, when implementing one or more embodiments of this specification, the functions of each unit can be implemented in one or more software and / or hardware.

[0127] Those skilled in the art will understand that the embodiments of this specification can be provided as methods, systems, or computer program products. Therefore, one or more embodiments of this specification may take the form of a completely hardware embodiment, a completely software embodiment, or an embodiment combining software and hardware aspects. Furthermore, one or more embodiments of this specification may take the form of a computer program product implemented on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, etc.) containing computer-usable program code.

[0128] Embodiments in this specification are described with reference to flowchart illustrations and / or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of this specification. It will be understood that each block of the flowchart illustrations and / or block diagrams, and combinations of blocks in the flowchart illustrations and / or block diagrams, can be implemented by computer program instructions. These computer program instructions can be provided to a processor of a general-purpose computer, special-purpose computer, embedded processor, or other programmable parallel device to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable parallel device, generate instructions for implementing the flowchart illustrations. Figure 1 One or more processes and / or boxes Figure 1 A device that provides the functions specified in one or more boxes.

[0129] These computer program instructions may also be stored in a computer-readable storage medium that can direct a computer or other programmable fraud device to operate in a particular manner, such that the instructions stored in the computer-readable storage medium produce an article of manufacture including instruction means, which are implemented in a process Figure 1 One or more processes and / or boxes Figure 1 The function specified in one or more boxes.

[0130] These computer program instructions can also be loaded onto a computer or other programmable device, causing a series of operational steps to be performed on the computer or other programmable device to produce a computer-implemented process, thereby providing instructions that execute on the computer or other programmable device for implementing the process. Figure 1 One or more processes and / or boxes Figure 1 The steps of the function specified in one or more boxes.

[0131] In a typical configuration, a computing device includes one or more processors (CPU), input / output interfaces, network interfaces, and memory.

[0132] Memory may include non-persistent storage in computer-readable media, such as random access memory (RAM) and / or non-volatile memory, such as read-only memory (ROM) or flash RAM. Memory is an example of computer-readable media.

[0133] Computer-readable media include both permanent and non-permanent, removable and non-removable media that can store information using any method or technology. Information can be computer-readable instructions, data structures, modules of programs, or other data. Examples of computer storage media include, but are not limited to, phase-change memory (PRAM), static random access memory (SRAM), dynamic random access memory (DRAM), other types of random access memory (RAM), read-only memory (ROM), electrically erasable programmable read-only memory (EEPROM), flash memory or other memory technologies, CD-ROM, digital versatile optical disc (DVD) or other optical storage, magnetic tape, disk storage or other magnetic storage devices, or any other non-transferable medium that can be used to store information accessible by a computing device. As defined herein, computer-readable media does not include transient computer-readable media, such as modulated data signals and carrier waves.

[0134] 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, article, 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, article, or apparatus. Without further limitations, an element defined by the phrase "comprising one..." does not exclude the presence of other identical or equivalent elements in the process, method, article, or apparatus that includes said element. Furthermore, "a," "an," and "the" are not specifically singular and may include plural forms. Ordinal numbers such as "first," "second," etc., do not necessarily indicate order; they are often used to distinguish objects. For example, "first server" and "second server" usually refer to two servers, described as "first server" and "second server" to differentiate them; however, sometimes these two servers may be the same server. Moreover, in this specification, unless explicitly stated otherwise, "receiving and sending data" does not necessarily mean direct receiving and sending; it can be indirect receiving and sending (i.e., receiving and sending indirectly through one or more entities). Similarly, in this specification, unless otherwise stated, the relationships between structures can be direct or indirect.

[0135] Furthermore, the specific terms used in this specification to describe embodiments, such as "an embodiment," "one embodiment," or "some embodiments," refer to a particular feature, structure, or characteristic related to at least one embodiment of this specification. Therefore, it should be emphasized and noted that "an embodiment," "one embodiment," or "an alternative embodiment" mentioned twice or more in different locations in this specification do not necessarily refer to the same embodiment. Moreover, those skilled in the art can combine and integrate the different embodiments or examples described in this specification, as well as the features of those different embodiments or examples, without contradiction.

[0136] Those skilled in the art will understand that the embodiments of this specification can be provided as methods, systems, or computer program products. Therefore, one or more embodiments of this specification may take the form of a completely hardware embodiment, a completely software embodiment, or an embodiment combining software and hardware aspects. Furthermore, one or more embodiments of this specification may take the form of a computer program product implemented on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, etc.) containing computer-usable program code.

[0137] One or more embodiments of this specification can be described in the general context of computer-executable instructions, such as program modules, that are executed by a computer. Generally, program modules include routines, programs, objects, components, data structures, etc., that perform a specific task or implement a specific abstract data type. One or more embodiments of this specification can also be practiced in distributed computing environments where tasks are performed by remote processing devices connected via a communication network. In distributed computing environments, program modules can reside in local and remote computer storage media, including storage devices.

[0138] The various embodiments in this specification are described in a progressive manner. Similar or identical parts between embodiments can be referred to interchangeably. Each embodiment focuses on describing the differences from other embodiments. In particular, the system embodiments are basically similar to the method embodiments, so the description is relatively simple; relevant parts can be referred to the descriptions in the method embodiments.

[0139] The above description is merely an embodiment of this specification and is not intended to limit this document. Various modifications and variations can be made to this specification by those skilled in the art. Any modifications, equivalent substitutions, improvements, etc., made within the spirit and principles of this specification should be included within the scope of the claims in this document.

Claims

1. A service response method, the method comprising: Receive session requests initiated by users for the target responder; In response to the session request, obtain the service request information associated with the session request, and perform intent recognition on the service request information to obtain the user's request intent; Based on the request intent, a target response type is determined for responding to the session request, the target response type including human response and agent response; Based on the target response type, a target response object that matches the session request is determined from multiple response objects supported by the target response party, and a session is established between the target response object and the user, so as to provide the user with a session service that matches the request intent through the target response object.

2. The method according to claim 1, wherein performing intent recognition on the service request information to obtain the user's request intent includes: Perform semantic understanding on the service request information to obtain its semantic features; Identify the sentiment tendency in the service request information to determine the sentiment characteristics of the service request information; The semantic features and the emotional features are fused and analyzed to determine the user's request intent.

3. The method according to claim 2, wherein determining the target response type for responding to the session request based on the request intent includes: Based on the semantic and sentiment features contained in the request intent, a semantic score and a sentiment score indicating the user's preference for a human response are calculated respectively. Based on the semantic score and sentiment score, a comprehensive score is calculated for the user intent using a human response. If the overall score is higher than the preset classification threshold, then the target response type for responding to the session request is determined to be a human response; If the overall score is not higher than the preset classification threshold, the target response type for responding to the session request is determined to be an agent response.

4. The method according to claim 1, further comprising: When the target response type is an agent response, the target service type corresponding to the request intent is determined; From a plurality of preset service agents, a target service agent that is compatible with the target service type is determined, wherein the target service agent is a target response object that is compatible with the session request; The target service agent is invoked to execute the corresponding service in order to provide the user with a session service that is adapted to the request intent.

5. The method according to claim 5, further comprising: When the target service type is a question-and-answer service type, a preset response knowledge base is obtained, which contains the mapping relationship between historical questions and response replies; Calculate the similarity between the user-submitted question data and each historical question data in the response knowledge base; If there is a first historical question with a similarity higher than a preset similarity threshold, then the first response based on the mapping of the first historical question will provide the user with a session service that matches the request intent; If there is no historical question data with a similarity higher than a preset similarity threshold, a second response is generated for the question data using a large language model, and based on the second response, a session service adapted to the user's request intent is provided.

6. The method according to claim 1, wherein determining the target response object adapted to the session request from a plurality of response objects supported by the target response party based on the target response type includes: When the target response type is a manual response, obtain the set of candidate response objects supported by the target response party; Obtain the user's identity identifier, and select a subset of candidate response objects that match the identity identifier from the candidate response object set; Calculate the idle value of each candidate response object in the subset of candidate response objects, and randomly select one candidate response object from at least one candidate response object whose idle value is higher than a preset threshold as the target response object that is adapted to the session request.

7. The method according to claim 1, wherein the session request further includes a session identifier, the session identifier being used to indicate that the session state is a historical session, and the method further includes: Obtain the historical sessions associated with the session identifier and the historical response types corresponding to the historical sessions; If the historical response type is manual response, determine the historical response object associated with the historical session and calculate the idle value of the historical response object; When the idle value exceeds a preset threshold, a session is established between the historical response object and the user to provide the user with a session service adapted to the request intent through the historical response object.

8. The method according to claim 7, further comprising: In the case where the historical response type is an agent response, the user's request intent is identified based on the service request information associated with the session request, and the target response type for responding to the session request is determined based on the request intent. When the target response type is a manual response, type conversion information is injected into the session request to obtain a first session request. The type conversion information includes the historical session record of the historical session. In response to the first session request, a first response object adapted to the first session request is determined based on a preset object scheduling strategy; A session is established between the first response object and the user, so that the first response object provides session services to the user based on the historical session records.

9. A service response apparatus, the apparatus comprising: The processing module is used to receive session requests initiated by users for the target responder; In response to the session request, obtain the service request information associated with the session request, and perform intent recognition on the service request information to obtain the user's request intent; The traffic splitting module is used to determine the target response type for responding to the session request based on the request intent, wherein the target response type includes human response and intelligent agent response; The response module is used to determine, based on the target response type, a target response object that is compatible with the session request from multiple response objects supported by the target response party, and establish a session between the target response object and the user, so as to provide the user with a session service that is compatible with the request intent through the target response object.

10. A service response device, the service response device comprising: processor; as well as A memory configured to store computer-executable instructions, which, when executed, cause the processor to: Receive session requests initiated by users for the target responder; In response to the session request, obtain the service request information associated with the session request, and perform intent recognition on the service request information to obtain the user's request intent; Based on the request intent, a target response type is determined for responding to the session request, the target response type including human response and agent response; Based on the target response type, a target response object that matches the session request is determined from multiple response objects supported by the target response party, and a session is established between the target response object and the user, so as to provide the user with a session service that matches the request intent through the target response object.

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