CN111126938A - Task generation method, server, electronic device, and storage medium - Google Patents
Task generation method, server, electronic device, and storage medium Download PDFInfo
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- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
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- G06Q10/10—Office automation; Time management
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
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Abstract
The invention provides a task generating method, a server, electronic equipment and a storage medium. In the task generating method provided by the invention, because the task template is arranged in advance, after the corresponding template is found, only the key information needs to be filled, the corresponding task can be automatically generated, excessive information does not need to be filled, and the task generating speed can be improved.
Description
Technical Field
The present invention relates to the field of computer technologies, and in particular, to a task generation method, a server, an electronic device, and a storage medium.
Background
The client service system is used for managing business traffic of enterprises, and when a client requests a client service staff to handle business, corresponding tasks are formed in the client service system, so that superior staff or other staff can manage business contents conveniently. In addition, when the staff needs to call the corresponding business data, the corresponding call task is generated by using the customer service system to obtain the business data.
The existing task generation process comprises the following steps: after the customer service staff finishes processing a service requested by the customer, for example: when a customer service staff receives a hotline telephone of a customer and requests to handle mobile phone package change business, a work order is filled according to the business handled by the customer, the work order is sent to national task management staff according to the work order grade, the task management staff manually inputs tasks on a task management page in a customer service system, the tasks are distributed to each docking unit through the customer service system after being input, and the docking units process the tasks and return to a task requester.
However, the task generation method mainly adopts manual creation and management, which results in low task generation efficiency and incapability of timely processing tasks to be handled.
Disclosure of Invention
The invention provides a task generation method, a server, electronic equipment and a storage medium, and aims to solve the technical problems that in the prior art, due to the adoption of manual entry, the management process is complicated, and updating is not timely.
In a first aspect, the present invention provides a task generating method, applied to a task server, including:
acquiring key information of a service requested to be transacted;
calling a corresponding task template from a task database according to the key information; the task database comprises a task mapping table, and the task mapping table represents the one-to-one corresponding relation between the task template and the key information;
and filling the key information into the task template to generate the task to be handled.
Optionally, after the task template is filled with the key information to generate the task to be handled, the method further includes:
and updating the task database by using the tasks to be processed.
Optionally, before invoking the corresponding task template from the task database according to the key information, the method includes:
receiving a first task template, and updating a task database by using the first task template; wherein the first task template is generated by historical question and answer information.
Optionally, before invoking the corresponding task template from the task database according to the key information, the method includes:
receiving a second task template, and updating the task database by using the second task template; and the second task template is obtained by clustering the historical service records.
Optionally, before invoking the corresponding task template from the task database according to the key information, the method includes:
and receiving a third task template, and updating the task database by using the third task template. And the third task template is generated by extracting key information in the red header file.
In a second aspect, the present invention provides a task server, comprising:
the acquisition module is used for acquiring key information of the service requested to be handled;
the calling module is used for calling a corresponding task template from the task database according to the key information; the task database comprises a task mapping table, and the task mapping table represents the one-to-one corresponding relation between the task template and the key information;
and the filling module is used for filling the key information into the task template so as to generate the task to be handled.
Optionally, the server further comprises: an update module;
the updating module is used for updating the task database by using the tasks to be handled.
Optionally, the update module is specifically configured to:
receiving a first task template, and updating a task database by using the first task template; wherein the first task template is generated by historical question and answer information.
Optionally, the update module is specifically configured to:
receiving a second task template, and updating the task database by using the second task template; and the second task template is obtained by clustering the historical service records.
Optionally, the update module is specifically configured to:
and receiving a third task template, and updating the task database by using the third task template. And the third task template is generated by extracting key information in the red header file.
In a third aspect, the present invention provides a positioning apparatus comprising:
a memory for storing a program;
a processor for executing the program stored in the memory, the processor being adapted to perform the method of task generation according to the first aspect and the alternative when the program is executed.
In a fourth aspect, the present invention provides a computer-readable storage medium comprising instructions which, when executed on a computer, cause the computer to perform the method of task generation according to the first aspect and the alternative.
The invention provides a task generation method, a server, electronic equipment and a storage medium, wherein the task generation method comprises the following steps: the key information of the business requested to be transacted is extracted so as to find a corresponding template in the task database according to the key information, and the key information is directly filled into the template after the corresponding task template is found, so that the task can be automatically generated. In addition, since the task template is arranged in advance, after the corresponding template is found, only the key information needs to be filled in, the corresponding task can be generated, excessive information does not need to be filled in, and the task generating speed can be improved.
Drawings
FIG. 1 is a schematic diagram of a customer service system according to the present invention;
FIG. 2 is a flowchart illustrating a task generation method according to an exemplary embodiment of the present invention;
FIG. 3 is a flowchart illustrating a task generation method according to another exemplary embodiment of the invention;
FIG. 4 is a flowchart illustrating a task generation method according to yet another exemplary embodiment of the present invention;
FIG. 5 is a flowchart illustrating a task generation method according to yet another exemplary embodiment of the invention;
FIG. 6 is a flowchart illustrating a task generation method according to yet another exemplary embodiment of the invention;
FIG. 7 is a block diagram illustrating a task server in accordance with an illustrative embodiment of the present invention;
fig. 8 is a schematic structural diagram of an electronic device according to still another exemplary embodiment of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the embodiments of the present invention clearer, the technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are some, but not all, embodiments of the present invention. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
In the conventional task generation method, corresponding work orders are filled by workers in various places, the work orders are sent to corresponding task managers according to the grades and the contents of the work orders, the task managers fill tasks in task management pages of a customer service system according to the work orders, the tasks are dispatched to various processing nodes, and the workers in the nodes process the tasks. Because the work order needs to be manually forwarded to the corresponding task management personnel and manually input by the task management personnel, the conventional task generation method is long in time consumption and complicated in operation, the task cannot be updated in time, and the task cannot be processed in time.
Aiming at the problems in the prior art, the task generation method provided by the invention realizes automatic task generation without manual entry. The inventive concept of the method is as follows: the task template is stored in the task database, when a task needs to be created, key information of a service requested to be handled is obtained, the corresponding task template is found in the task database by utilizing the key information, and the key information is filled into the task template to generate the task.
The task generating method according to the present invention will be described in detail below.
The task generation method provided by the invention is applied to a customer service system, the customer service system is used for managing business traffic with customers, and the customer service system is provided with a plurality of customers. There is an account number in the customer service system for each worker at each service site. Each manager also has a corresponding account number. The task generation method provided by the invention aims to automatically generate the task in the customer service system for the user of the customer service system, so that the system can transfer the task to the corresponding processing node to process the task.
Fig. 1 is a schematic structural diagram of a customer service providing system according to the present invention. As shown in fig. 1, the customer service system includes a first device, a task server, and a second device. The first device is used for acquiring the key information of the business requested to be transacted and sending the key information to the task server. The task server is used for extracting the corresponding task template from the database according to the key information, filling the key information into the task template and generating the task to be handled. After the task to be handled is generated, the task server sends the task to be handled to the second device, so that the second device can process the task to be handled.
Fig. 2 is a flowchart illustrating a task generating method according to an exemplary embodiment of the present invention. As shown in fig. 2, the present invention provides a task generating method applied to the customer service system, including:
s101, the first equipment sends key information of the business requested to be transacted.
More specifically, in this embodiment, a service transaction request may be initiated for a client, or a service transaction request may be initiated for a worker. For example: the client A communicates with customer service staff through a hotline telephone and explains that the existing mobile phone package service needs to be changed. Another example is: manager B needs to call the business turnover of the business on the day of beijing.
Acquiring key information of a service requested to be transacted, specifically: the method includes the steps of obtaining key information such as the type and specific content of the requested service, wherein the key information is not limited in the step of obtaining the key information and can be determined according to requirements.
For example: the client A communicates with customer service staff through a hotline telephone and explains that the existing mobile phone package service needs to be changed. Then, the key information is: the name of the client A, the identity card number of the client A, the mobile phone number of the client A and the type of the package handled.
Another example is: manager B needs to call the business turnover of the enterprise on that day. Then, the key information is: manager B account, turnover, date, Beijing City, etc.
And S102, the task server calls a corresponding task template from the task database according to the key information.
More specifically, the task database includes a task mapping table, and the task mapping table represents a one-to-one correspondence relationship between the task template and the key information. For example: the mobile phone package service change template corresponds to the key information 'mobile phone package'. The template of the daily business amount of the Beijing City corresponds to the daily business amount of the Beijing City. And determining the task template corresponding to the key information of the service requested to be transacted according to the one-to-one correspondence relationship between the task template and the key information. For example: when the mobile phone package is input into the database, the mobile phone package service change template can be obtained.
S103, the task server fills the key information into the task template to generate the task to be handled.
More specifically, a part of information is already filled in the service template, and the task to be handled can be generated only by filling the key information into the service template. For example: the content contained in each package and the corresponding package charge are filled in the mobile phone package service change template, and the task to be dealt with can be generated only by filling the name of the client A, the identity card number of the client A and the mobile phone number of the client A into the task template. Another example is: the Beijing city current day business amount template is already provided with date, area and turnover amount information, and the task to be dealt with can be generated only by filling in the account number of the manager B.
And S104, the task server sends the task to be handled to the second equipment.
More specifically, after the task server generates the task to be handled, the task to be handled is sent to the second device, and the task is processed by the second device.
And S105, the task server feeds back the generated task message to the first equipment.
In this embodiment, the interaction process in the customer service system is: the method comprises the steps that the front end of a knowledge center obtains key information of business handling requests, the key information is sent to a task server, the task server obtains a corresponding task template according to the key information, and the key information is filled into the task template to generate tasks to be handled. After the task is generated, the task is sent to the task processing back end, and the fact that the front end task of the knowledge center is established and completed is fed back.
In the method provided by the embodiment, the key information of the requested service is extracted, the corresponding task template is extracted from the task database according to the key information, and finally the key information is filled in the task template to generate the task to be handled. In addition, since the task template is set in advance, and the corresponding task can be generated only by filling key information after finding the corresponding template, the excessive information does not need to be filled, and the speed of generating the task can be improved.
Fig. 3 is a flowchart illustrating a task generating method according to another exemplary embodiment of the present invention. As shown in fig. 3, the task generating method provided by the present invention includes the following steps:
s201, the first equipment sends key information of the business requested to be transacted.
S202, the task server calls a corresponding task template from the task database according to the key information.
And S203, the task server fills the key information into the task template to generate the task to be handled.
And S204, the task server sends the task to be handled to the second device.
S205, the task server feeds back the generated task message to the first equipment.
The above S201 to S205 are the same as S101 to S105 in the embodiment shown in fig. 1, and are not described again here.
And S206, the task server updates the task database by using the tasks to be handled.
More specifically, a learning mechanism is introduced, the task to be handled is learned, and the task database is updated according to the learning result. The learning mechanism may use an existing learning model for learning, for example: neural networks, which are not described in detail herein. And the task server learns the generated task, if the database has the same task template, the task server merges the task templates of the same type, and if the database does not have the same task template, a new task template is formed.
In the task generating method provided by this embodiment, the task data is updated by using the task to be handled, the task templates in the database are further enriched, and after the key information of the service requested to be handled is obtained, the corresponding template can be found from the task database, so that the implementation reliability of the method is improved.
Fig. 4 is a flowchart illustrating a task generating method according to still another exemplary embodiment of the present invention. As shown in fig. 4, the task generating method provided by the present invention includes the following steps:
s301, the first equipment generates a first task template according to the historical question answering information.
More specifically, the historical question and answer information refers to question and answer information generated during the process of consulting business services of customer service personnel by the customer. In this embodiment, the historical question-answer information may be question-answer information generated by consulting services with customer service staff through a manual hotline mode, or may be question-answer information generated by consulting with intelligent customer service staff. The first device extracts key information of the historical question answering information and generates a first task template according to the key information.
When consulting the intelligent client service personnel, the intelligent client service personnel may not understand or meet the requirements of the client due to some reasons, the client requires to be transferred to the artificial client service personnel, and after the artificial client service personnel understand and meet the requirements of the client, the first device forms question and answer information by matching the processing result of the artificial client service personnel with the processing result of the intelligent client service personnel.
S302, the first device sends a first task template.
S303, the task server updates the task database according to the first task template.
S304, the first device sends key information of the business requested to be transacted.
S305, the task server calls a corresponding task template from the task database according to the key information.
S306, the task server fills the key information into the task template to generate the task to be handled.
S307, the task server sends the task to be handled to the second device.
S308, the task server feeds back the generated task message to the first equipment.
S304 and S308 are the same as S101 to S105 in the task generating method provided in the embodiment shown in fig. 1, and are not described again here.
According to the task generating method provided by the invention, the task template in the task database is updated by using the historical question-answer information, the task template in the database is further enriched, and after the key information of the service requested to be transacted is obtained, the corresponding template can be found from the task database, so that the implementation reliability of the method is improved.
Fig. 5 is a flowchart illustrating a task generating method according to still another exemplary embodiment of the present invention. As shown in fig. 5, the task generating method provided by the present invention includes the following steps:
s401, clustering the historical service records by the first device to obtain a second task template.
More specifically, a historical traffic record for a certain time period is obtained, for example: and the first equipment is used for organizing all work records, the learned question and answer information and the relevant work orders of the operation within a period of time. And classifying the historical service records according to the types of the historical service records to form a plurality of historical service record sets. And then, clustering calculation is carried out on the historical service records in the historical service record set by utilizing a clustering algorithm to obtain a task template.
For example: obtaining the following historical business record sets from the historical business record sets: user 1 asks questions: how much money is a package? The customer service personnel answer: 68 yuan/month. User 2 asks questions: how much money i need to spend? The customer service personnel answer: 68 yuan/month. User 3 asks questions: what is the tariff? The customer service personnel answer: 68 yuan/month. User 3 asks questions: what is the cost? The customer service personnel answer: 68 yuan/month. After clustering the historical service record set, the historical service clustering is as follows: the user asks questions: what is the tariff? The customer service personnel answer: 68 yuan/month. And generating a template corresponding to the package expense.
In this embodiment, the clustering algorithm may adopt a K-means clustering algorithm, a mean shift clustering algorithm, or other clustering algorithms, which is not limited herein.
S402, the first device sends a second task template.
More specifically, the first device sends the second task template to the task server.
And S403, the task server updates the task database by using the second task template.
More specifically, historical service records are clustered to obtain corresponding task templates, and then the task database is updated by using the task templates.
S404, the first equipment acquires key information of the business requested to be transacted.
More specifically, the step is the same as S101 in the task generating method provided in the embodiment shown in fig. 1, and is not described here again.
And S405, calling a corresponding task template from the task database according to the key information.
And S406, filling the key information into the task template to generate the task to be handled.
S407, the task server sends the task to be handled to the second device.
And S408, the task server feeds back the generated task message to the first equipment.
S404 to S408 are the same as S101 to S105 in the task generating method provided in the embodiment shown in fig. 1, and are not described again here.
According to the task generating method provided by the invention, the task template in the task database is updated by using the historical service record, the task template in the database is further enriched, and after the key information of the service requested to be handled is obtained, the corresponding template can be found from the task database, so that the implementation reliability of the method is improved.
Fig. 6 is a flowchart illustrating a task generating method according to still another exemplary embodiment of the present invention. As shown in fig. 6, the task generating method provided by the present invention includes the following steps:
s501, the first device extracts key information in the red header file to generate a third task template.
More specifically, the red-header file is subjected to document mining to form a task template. Generally, a red-header file is issued by a corporate group or a company in each region, and the red-header file is used to specify all matters such as fees and processing principles, but the file wastes much time in the internal forwarding process of the corporation and causes misunderstanding of policies. Furthermore, it is often the case that the first policy has not been forwarded to the line and the second policy continues to be issued again so that the staff member does not know which policy to follow. The method comprises the steps that documents of red-headed files are mined, namely no matter a group or companies in various places issue any red-headed file policy, first equipment extracts relevant information of the red-headed files to form a task template, and when a user needs the task template, formed knowledge points are directly extracted to prevent cheating or easily form the task template so as to use the task template to carry out intelligent answering.
And S502, the first device sends a third task template.
More specifically, the first device sends a task template to the task server.
And S503, the task server updates the task database by using the third task template.
More specifically, a task template is generated by extracting key information in the red-headed file, and then the task database is updated by using the task template.
And S504, the first equipment sends key information of the business requested to be transacted.
More specifically, the step is the same as S101 in the task generating method provided in the embodiment shown in fig. 1, and is not described here again.
And S505, the task server calls a corresponding task template from the task database according to the key information.
S506, the task server fills the key information into the task template to generate the task to be handled.
And S507, the task server sends the task to be handled to the second equipment.
And S508, the task server feeds back the generated task message to the first equipment.
S504 and S508 are the same as S101 and S105 in the task generating method provided in the embodiment shown in fig. 1, and are not described again here.
According to the task generating method, the task template in the task database is updated by using the red header file, the task template in the database is further enriched, after key information of the service requested to be handled is obtained, the corresponding template can be found from the task database, and the implementation reliability of the method is improved.
Fig. 7 is a schematic structural diagram illustrating a task server according to still another exemplary embodiment of the present invention. As shown in fig. 7, the present invention provides a task server, including:
an obtaining module 601, configured to obtain key information of a service requested to be transacted;
the invoking module 602 is configured to invoke a corresponding task template from a task database according to the key information; the task database comprises a task mapping table, and the task mapping table represents the one-to-one corresponding relation between the task template and the key information;
and a filling module 603, configured to fill the task template with the key information to generate a task to be handled.
Optionally, the server further comprises: an update module 604;
the updating module is used for updating the task database by using the tasks to be handled.
Optionally, the updating module 604 is specifically configured to:
receiving a first task template, and updating a task database by using the first task template; wherein the first task template is generated by historical question and answer information.
Optionally, the updating module 604 is specifically configured to:
receiving a second task template, and updating the task database by using the second task template; and the second task template is obtained by clustering the historical service records.
Optionally, the updating module 604 is specifically configured to:
and receiving a third task template, and updating the task database by using the third task template. And the third task template is generated by extracting key information in the red header file.
Fig. 8 is a schematic structural diagram of an electronic device according to an exemplary embodiment of the present invention. As shown in fig. 8, the electronic device 700 of the present embodiment includes: a processor 701, and a memory 702, wherein,
a memory 702 for storing computer-executable instructions;
the processor 701 is configured to execute the computer-executable instructions stored in the memory to implement the steps performed by the receiving device in the above embodiments. Reference may be made in particular to the description relating to the method embodiments described above.
Alternatively, the memory 702 may be separate or integrated with the processor 701.
When the memory 702 is separately provided, the electronic device 700 further includes a bus 703 for connecting the memory 702 and the processor 701.
The embodiment of the present invention further provides a computer-readable storage medium, where computer-executable instructions are stored in the computer-readable storage medium, and when a processor executes the computer-executable instructions, the task generating method is implemented.
Finally, it should be noted that: the above embodiments are only used to illustrate the technical solution of the present invention, and not to limit the same; while the invention has been described in detail and with reference to the foregoing embodiments, it will be understood by those skilled in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some or all of the technical features may be equivalently replaced; and the modifications or the substitutions do not make the essence of the corresponding technical solutions depart from the scope of the technical solutions of the embodiments of the present invention.
Claims (10)
1. A task generation method is applied to a task server, and the method comprises the following steps:
acquiring key information of a service requested to be transacted;
calling a corresponding task template from a task database according to the key information; the task database comprises a task mapping table, and the task mapping table represents the one-to-one correspondence relationship between the task template and the key information;
and filling the key information into the task template to generate a task to be handled.
2. The method of claim 1, wherein after the populating the task template with the key information to generate a to-do task, further comprising:
and updating the task database by using the task to be handled.
3. The method according to claim 1 or 2, wherein said calling a corresponding task template from a task database according to the key information comprises:
receiving a first task template sent by first equipment, and updating the task database by using the first task template;
wherein the first task template is generated by historical question and answer information.
4. The method according to claim 1 or 2, wherein said calling a corresponding task template from a task database according to the key information comprises:
receiving a second task template sent by first equipment, and updating the task database by using the second task template;
and the second task template is obtained by clustering historical service records.
5. The method according to claim 1 or 2, wherein said calling a corresponding task template from a task database according to the key information comprises:
receiving a third task template sent by first equipment, and updating the task database by using the third task template;
and the third task template is generated by extracting key information in the red header file.
6. A task server, comprising:
the acquisition module is used for acquiring key information of the service requested to be handled;
the calling module is used for calling a corresponding task template from a task database according to the key information; the task database comprises a task mapping table, and the task mapping table represents the one-to-one correspondence relationship between the task template and the key information;
and the filling module is used for filling the key information into the task template so as to generate the task to be handled.
7. The server of claim 6, further comprising: an update module;
the updating module is used for updating the task database by using the tasks to be handled.
8. The server according to claim 6 or 7, wherein the update module is specifically configured to:
receiving a first task template sent by first equipment, and updating the task database by using the first task template;
wherein the first task template is generated by historical question and answer information.
9. A positioning apparatus, comprising:
a memory for storing a program;
a processor for executing the program stored by the memory, the processor being configured to perform the task generation method of any of claims 1 to 5 when the program is executed.
10. A computer-readable storage medium comprising instructions which, when executed on a computer, cause the computer to perform the task generation method of any one of claims 1 to 5.
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