Summary of the invention
The object of the present invention is to provide a smart message answering systems based on wechat public platform, solve enterprise or public affairsDepartment wants to make each user more acurrate and timely message response problem.
The invention is realized by the following technical scheme:
A kind of intelligent answer method based on wechat public platform, characterized by the following steps:
Step 1: Developer Central correct configuration server of the administrator in wechat public platform, including an address URL,
Token, message encryption and decryption key and message encryption and decryption mode；After the completion of configuration, Developer Central automatically generate primary ID,Application ID, using key；
Step 2: administrator configures wechat public platform parameter in wechat, mainly include primary ID, application ID and application key withAnd the server address of forwarding message；
Step 3: forwarding user message is arrived on wechat backstage after wechat user sends message to public platform on wechat softwareIn message sink processing module；
Step 4: message sink processing module is sent a message in user management module, recorded by user management module eachUser corresponds to the Message Record of each public platform, and user message is saved, for analysis；
Step 5: user management module obtain save message after message transferred into next module --- mode control module intoRow processing, mode control module decide next destination of message: mode control module is connected to artificial customer service and intelligence is askedModule is answered, after receiving message, will be had to the state of artificial customer service module inquiry customer service if customer service state allows firstThe information of user and public platform mark is sent to customer service module；Otherwise intelligent answer module is issued.
Step 6: generating answer by way of natural language processing if intelligent answer module receives user messageMessage simultaneously returns to mode control module；If artificial customer service module receives user message, the customer service of match state passes through endThe modes such as end or web are replied, and send mode control module for the message of reply.
Step 7: mode control module, which is obtained through step 6 after replying message, carries out the processing work of message, including it isQuestion and answer preservation once replied etc., then answer is returned into message sink processing module.
Step 8: message sink processing module finally returns to after receiving answer to public platform, and it is presented to user.
In step 3, message sink processing module is the message forwarding address in the backstage configuration of wechat public platform.
In step 4, line module is responsible for the corresponding relationship of counting user and public platform, and establishes user data, so as toAnalyze the information such as user's stickiness and user's portrait.
In step 5, mode control module is the hinge for connecting different reply modes, while in connection with artificial customer service mouldBlock and intelligent answer module, whenever having user message, module is lived in mode control to judge forwarding address according to condition, with intelligenceThe connection type of energy question and answer module and artificial customer service module can be a variety of.
In step 7, mode control module can store the message of each user and the answer got, and be formed to user'sMessage Record, at the same the data got from artificial customer service module can be transferred to after centainly handling artificial intelligence module intoThe training of row corpus, improves the accuracy of intelligent answer module.
A kind of intelligence based on wechat public platform and artificial message management system, characterized by the following steps:
Wechat public platform, message sink processing module, user management module, intelligent answer module and artificial customer service module, mouldThe customer service terminal of formula control module and movement or WEB terminal.
The message sink processing module replies to the main body of public platform as reception public platform message and transmission, rightMessage carries out unified format analysis processing, such as filtering sensitive word.It is the interface object in the backstage configuration of wechat public platform.
The intelligent answer module is a kind of general natural language processing platform, can be by way of deep learning pairThe problem of user inputs is replied.With Language Processing submodule, corpus manages submodule and answer generates submodule.
All problems are carried out consistency treatment by Language Processing submodule, are normalized and word processing；
Corpus manages submodule, can typing relevant question and answer pair in advance, so that platform can make more according to corresponding problemIt accurately answers, and the question and answer of customer service and user can increase in corpus record, rich language material；
Answer generates submodule and obtains corresponding problem sentence by language processing module, passes through natural language processing, cooperationOther processing modes such as retrieval type, production and knowledge mapping obtain the corresponding answer of problem.
The different user that the user management module, i.e. management send a message to public platform, and disappeared by what user sentBreath carries out semantic analysis, the portraits data such as analysis user's stickiness to user message after filtering out privacy or sensitive word.
The mode control module, that is, the mode for controlling reply is the side replied by customer service or pass through artificial intelligenceFormula is replied, and determines the address for being sent to message；And manage the reply for obtaining different modes.
The artificial customer service module has customer service management, public platform management and applications intervention module.For passing throughThe received message from wechat public platform is replied in wechat customer service.
Customer service management module, i.e. management customer service data；
Public platform management module manages different public platform information；
Applications AM access module can intervene voice processing platforms etc. and have the functions such as language and characters conversion.
The WEB or APP of the mobile terminal, are the access ways of customer service, and customer service can handle wechat public affairs by convenient and fast modeMany numbers message and reply.
[compared with prior art, the present invention have it is following it is obvious a little:
1) present invention supports all type of messages, supports a variety of reply mechanism, can satisfy the various demands of enterprise and company；
2) present invention can call external business interface, and the message of wechat is forwarded to external system, can meet various statistics needIt asks.
3) artificial intelligence is replied and is integrated in one with artificial reply, the user message of the proper reduction into possession of energy details and omissions.
Specific embodiment
As shown in figure, a kind of intelligent answer method based on wechat public platform, characterized by the following steps:
Step 1: Developer Central correct configuration server of the administrator in wechat public platform, including an address URL,
Token, message encryption and decryption key and message encryption and decryption mode；After the completion of configuration, Developer Central automatically generate primary ID,Application ID, using key；
Step 2: administrator configures wechat public platform parameter in wechat, mainly include primary ID, application ID and application key withAnd the server address of forwarding message；
Step 3: forwarding user message is arrived on wechat backstage after wechat user sends message to public platform on wechat softwareIn message sink processing module；
Step 4: message sink processing module is sent a message in user management module, recorded by user management module eachUser corresponds to the Message Record of each public platform, and user message is saved, for analysis；
Step 5: user management module obtain save message after message transferred into next module --- mode control module intoRow processing, mode control module decide next destination of message: mode control module is connected to artificial customer service and intelligence is askedModule is answered, after receiving message, will be had to the state of artificial customer service module inquiry customer service if customer service state allows firstThe information of user and public platform mark is sent to customer service module；Otherwise intelligent answer module is issued.
Step 6: generating answer by way of natural language processing if intelligent answer module receives user messageMessage simultaneously returns to mode control module；If artificial customer service module receives user message, the customer service of match state passes through endThe modes such as end or web are replied, and send mode control module for the message of reply.
Step 7: mode control module, which is obtained through step 6 after replying message, carries out the processing work of message, including it isQuestion and answer preservation once replied etc., then answer is returned into message sink processing module.
Step 8: message sink processing module finally returns to after receiving answer to public platform, and it is presented to user.
In step 3, message sink processing module is the message forwarding address in the backstage configuration of wechat public platform.
User data, to analyze the information such as user's stickiness and user's portrait.
In step 5, as shown in Figure 1, mode control module is the hinge for connecting different reply parties, while in connection with peopleWork customer service module and intelligent answer module, whenever having user message, module is lived in mode control can judge forwarding ground according to conditionLocation can be a variety of with the connection type of intelligent answer module and artificial customer service module.
In step 7, as shown in figure 3, mode control module can store the message of each user and the answer got, shapeThe Message Record of pairs of user, while the data got from artificial customer service module can be transferred to after centainly handling manuallyIntelligent object carries out corpus training, improves the accuracy of intelligent answer module.
A kind of intelligence based on wechat public platform and artificial message management system, characterized by the following steps:
Wechat public platform, message sink processing module, user management module, intelligent answer module and artificial customer service module, mouldThe customer service terminal of formula control module and movement or WEB terminal.
The message sink processing module replies to the main body of public platform as reception public platform message and transmission, rightMessage carries out unified format analysis processing, such as filtering sensitive word.It is the interface object in the backstage configuration of wechat public platform.
The intelligent answer module is a kind of general natural language processing platform, can be by way of deep learning pairThe problem of user inputs is replied.With Language Processing submodule, corpus manages submodule and answer generates submodule.
All problems are carried out consistency treatment by Language Processing submodule, are normalized and word processing；
Corpus manages submodule, can typing relevant question and answer pair in advance, so that platform can make more according to corresponding problemIt accurately answers, and the question and answer of customer service and user can increase in corpus record, rich language material；
Answer generates submodule and obtains corresponding problem sentence by language processing module, passes through natural language processing, cooperationOther processing modes such as retrieval type, production and knowledge mapping obtain the corresponding answer of problem.
The user management module as shown in Fig. 2, i.e. management sends a message to the different user of public platform, and passes through useThe message that family is sent carries out semantic analysis, the portraits number such as analysis user's stickiness to user message after filtering out privacy or sensitive wordAccording to.
The mode control module, that is, the mode for controlling reply is the side replied by customer service or pass through artificial intelligenceFormula is replied, and determines the address for being sent to message；And manage the reply for obtaining different modes.
The artificial customer service module has customer service management, public platform management and applications intervention module.For passing throughThe received message from wechat public platform is replied in wechat customer service.
Customer service management module, i.e. management customer service data；
Public platform management module manages different public platform information；
Applications AM access module can intervene voice processing platforms etc. and have the functions such as language and characters conversion.
The WEB or APP of the mobile terminal, are the access ways of customer service, and customer service can handle wechat public affairs by convenient and fast modeMany numbers message and reply.
As shown in figure 4, a kind of intelligent Answering method based on wechat public platform, includes the following steps:
Step 1: Developer Central correct configuration server of the administrator in wechat public platform, including an address URL,
Token, message encryption and decryption key and message encryption and decryption mode；After the completion of configuration, Developer Central automatically generate primary ID,Application ID, using key；
Step 2: administrator configures wechat public platform parameter in wechat management system, mainly includes primary ID, application ID and answerUse key；
Step 3: forwarding user message is arrived on wechat backstage after wechat user sends message to public platform on wechat softwareIn message sink processing module；
Step 4: message sink processing module is sent a message in user management module, recorded by user management module eachUser corresponds to the Message Record of each public platform, and user message is saved, for analysis；
Step 5: user management module obtain save message after message transferred into next module --- mode control module intoRow processing, mode control module inquires artificial customer service module first, the result is that temporarily the customer service without satisfaction is online, mode control moduleUser message is sent to intelligent answer module.
Step 6: intelligent answer module is according to the message received, by way of natural language processing, as corpus is examinedRope, production algorithm, knowledge mapping etc. obtain the corresponding answer of problem, and return to mode control module.
Step 7: mode control module saves this message Question Log, for subsequent analysis and check.And it is back to and disappearsBreath receives processing module, receives processing module by message and is back to public platform.
In step 4, user management module will record the Message Record of each user and save into database, be used forCustomer analysis.
In step 5, the message that intelligent answer platform receives is generally text message, can be by micro- if it is voiceThe text interface that turns of letter is converted on wechat backstage.
As shown in figure 5, method is answered in a kind of artificial customer service based on wechat public platform, include the following steps:
Step 1: Developer Central correct configuration server of the administrator in wechat public platform, including an address URL,
Token, message encryption and decryption key and message encryption and decryption mode；After the completion of configuration, Developer Central automatically generate primary ID,Application ID, using key；
Step 2: administrator configures wechat public platform parameter in wechat management system, mainly includes primary ID, application ID and answerUse key；
Step 3: forwarding user message is arrived on wechat backstage after wechat user sends message to public platform on wechat softwareIn message sink processing module；
Step 4: message sink processing module is sent a message in user management module, recorded by user management module eachUser corresponds to the Message Record of each public platform, and user message is saved, for analysis；
Step 5: user management module obtain save message after message transferred into next module --- mode control module intoRow processing, mode control module inquires artificial customer service module first, the result is that there is the customer service (feelings such as customer service is online of the condition of satisfactionCondition), then send a message to artificial customer service module.
Step 6: artificial customer service module is carried out artificial according to the message received by the customer service logged in by terminal or the end WebIt replies message, and is back to mode control module.
Step 7: mode control module saves this message Question Log, for subsequent analysis and check.And it is back to and disappearsBreath receives processing module, receives processing module by message and is back to public platform.
In step 4, user management module will record the Message Record of each user and save into database, be used forCustomer analysis.
In step 5, the message manually replied can be text, language or picture, link etc..Customer service can pass through voiceThe mode of input is converted into text by the language and characters interface outside access；If it is picture etc., it is possible to provide the ground of pictureLocation is converted by message sink processing module.
In step 6, as shown, mode control module obtains the answer of artificial customer service module, and there are restrictive conditions, such as superWhen time etc., if not getting the reply of customer service in the case where meeting restrictive condition then, intelligent answer mould will be passed throughBlock obtains message back.