CN111311186A - Work order creating method, medium, device and computing equipment - Google Patents
Work order creating method, medium, device and computing equipment Download PDFInfo
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- 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
- G06Q10/00—Administration; Management
- G06Q10/10—Office automation; Time management
- G06Q10/103—Workflow collaboration or project management
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/33—Querying
- G06F16/332—Query formulation
- G06F16/3329—Natural language query formulation or dialogue systems
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/33—Querying
- G06F16/3331—Query processing
- G06F16/334—Query execution
- G06F16/3343—Query execution using phonetics
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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
- G06Q10/00—Administration; Management
- G06Q10/20—Administration of product repair or maintenance
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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 embodiment of the invention provides a work order creating method, a medium, a device and computing equipment. The method comprises the following steps: starting a corresponding work order establishing flow according to the received user request information; acquiring appointed collection information corresponding to a node from at least one node preset in a work order creating process; and creating a work order according to the specified collected information. According to the method and the device, the appointed collected information is acquired in the nodes of the work order creating process, the self-service order taking can be achieved, the communication efficiency is improved in the process of interacting with the user, the amount of the work orders is improved, the labor cost is reduced, and the user experience is good.
Description
Technical Field
The embodiment of the invention relates to the technical field of artificial intelligence, in particular to a work order creating method, a medium, a device and a computing device.
Background
This section is intended to provide a background or context to the embodiments of the invention that are recited in the claims. The description herein is not admitted to be prior art by inclusion in this section.
The work order is a work document used in the process of work operation. For example, a work order may be the basis for a simple repair or manufacturing plan consisting of one or more jobs. In the prior art, creating a work order requires a user to contact a human customer service. The manual customer service selects a proper work order template, inquires and fills in relevant information according to the intention of the user by chatting with the user, and finally the manual customer service finishes submitting the work order. This kind of scheme needs artifical customer service to intervene, and the human cost is higher. When the user access amount is high or the number of the manual customer service online is small, the user cannot timely receive the manual customer service. The longer waiting time results in a poor impression of the user on the enterprise and a poor user experience.
Disclosure of Invention
The present application is directed to a work order creation method and apparatus to solve at least one of the above technical problems.
In a first aspect of embodiments of the present application, a work order creation method is provided, including:
starting a corresponding work order establishing flow according to the received user request information;
acquiring appointed collection information corresponding to a node from at least one node preset in a work order creating process;
and creating a work order according to the specified collected information.
In an embodiment of the present application, starting a corresponding work order creation process according to received user request information includes:
calculating the semantic similarity between the request information and a preset prompt question;
and starting a work order creating flow corresponding to the prompt question under the condition that the semantic similarity between the request information and the prompt question is greater than or equal to a preset similarity threshold.
In an embodiment of the present application, the method further includes: presetting node configuration information for a node;
acquiring appointed collection information corresponding to a node from at least one node preset in a work order creating process, wherein the appointed collection information comprises the following steps:
taking a first node in a work order creation flow as a current node;
acquiring node configuration information corresponding to a current node;
acquiring appointed collection information corresponding to the current node by using the node configuration information corresponding to the current node;
taking the next node of the current node as a new current node under the condition that the current node is not the last node in the work order creation flow;
and aiming at the new current node, executing the step of acquiring the specified collected information corresponding to the current node.
In one embodiment of the present application, the node configuration information includes a node question and a collection field; wherein the collection field is used for storing specified collection information;
acquiring the appointed collection information corresponding to the current node by using the node configuration information corresponding to the current node, wherein the appointed collection information comprises the following steps:
sending a node question of the current node to a user;
receiving answer information of a user aiming at the node question, and acquiring specified collection information from the answer information aiming at the node question;
and assigning the specified collection information to the collection field of the current node.
In one embodiment of the present application, the collection field comprises an enumeration field;
presetting node configuration information for a node, comprising: setting at least one enumeration value corresponding to the enumeration field under the condition that the collection field is the enumeration field;
acquiring specified collected information from answer information for the node question, including: under the condition that the collection field corresponding to the current node is an enumeration field, judging whether the answer information contains information matched with at least one enumeration value; in the case of matching, the matched information is taken as the specified collected information.
In one embodiment of the present application, the collection field includes a character field;
acquiring specified collected information from answer information for the node question, including: and in the case that the collection field corresponding to the current node is a character field, taking the whole content included in the answer information as the specified collection information.
In one embodiment of the present application, the collection field includes a time field;
acquiring specified collected information from answer information for the node question, including: under the condition that the collection field corresponding to the current node is a time field, extracting time information from the answer information; the time information is used as the designated collection information.
In one embodiment of the present application, the node question sentence includes an active question sentence and at least one clarification sentence;
acquiring the appointed collection information corresponding to the current node by using the node configuration information corresponding to the current node, wherein the appointed collection information comprises the following steps:
sending the active question sentence of the current node to a user;
receiving answer information of a user aiming at the active question and sentence;
assigning the acquired specified collected information to a collected field when the specified collected information is acquired from answer information for the active question-asking sentence;
when the specified collected information is not acquired from the answer information for the active question sentence, the clear sentence is transmitted to the user, and the specified collected information is acquired from the answer information for the clear sentence.
In an embodiment of the present application, after the corresponding work order creation process is started according to the received user request information, the method further includes: acquiring appointed collection information from the request information, and assigning the appointed collection information to a corresponding collection field;
acquiring the appointed collection information corresponding to the current node by using the node configuration information corresponding to the current node, wherein the appointed collection information comprises the following steps: judging whether a collection field corresponding to the current node is assigned or not; and under the condition that the collection field corresponding to the current node is not assigned, aiming at the current node, executing a step of sending a node question at the current node to a user.
In a second aspect of embodiments of the present application, there is provided a work order creation apparatus including:
the starting unit is used for starting a corresponding work order establishing flow according to the received user request information;
the acquisition unit is used for acquiring appointed collection information corresponding to the nodes from at least one node preset in the work order creation flow;
and the creating unit is used for creating the work order according to the specified collected information.
In one embodiment of the present application, the initiating unit is configured to:
calculating the semantic similarity between the request information and a preset prompt question;
and starting a work order creating flow corresponding to the prompt question under the condition that the semantic similarity between the request information and the prompt question is greater than or equal to a preset similarity threshold.
In an embodiment of the present application, the apparatus further includes a setting unit, where the setting unit is configured to: presetting node configuration information for a node;
the acquisition unit includes:
the flow control subunit is used for taking a first node in the work order creation flow as a current node;
the first acquiring subunit is used for acquiring node configuration information corresponding to the current node;
the second acquiring subunit is used for acquiring the specified collection information corresponding to the current node by using the node configuration information corresponding to the current node;
the flow control subunit is further configured to: taking the next node of the current node as a new current node under the condition that the current node is not the last node in the work order creation flow;
the first obtaining subunit is further configured to, for the new current node, perform a step of obtaining the specified collected information corresponding to the current node.
In one embodiment of the present application, the node configuration information includes a node question and a collection field; wherein the collection field is used for storing specified collection information;
the second acquisition subunit includes:
the return subunit is used for sending the node question sentence of the current node to the user;
the third acquisition subunit is used for receiving the answer information of the user aiming at the node question and acquiring specified collection information from the answer information aiming at the node question;
and the assignment subunit is used for assigning the specified collection information to the collection field of the current node.
In one embodiment of the present application, the collection field comprises an enumeration field;
the setting unit is used for: setting at least one enumeration value corresponding to the enumeration field under the condition that the collection field is the enumeration field;
the third acquisition subunit is configured to: under the condition that the collection field corresponding to the current node is an enumeration field, judging whether the answer information contains information matched with at least one enumeration value; in the case of matching, the matched information is taken as the specified collected information.
In one embodiment of the present application, the collection field includes a character field;
the third acquisition subunit is configured to: and in the case that the collection field corresponding to the current node is a character field, taking the whole content included in the answer information as the specified collection information.
In one embodiment of the present application, the collection field includes a time field;
the third acquisition subunit is configured to: under the condition that the collection field corresponding to the current node is a time field, extracting time information from the answer information; the time information is used as the designated collection information.
In one embodiment of the present application, the node question sentence includes an active question sentence and at least one clarification sentence;
the second acquisition subunit is configured to:
sending the active question sentence of the current node to a user;
receiving answer information of a user aiming at the active question and sentence;
assigning the acquired specified collected information to a collected field when the specified collected information is acquired from answer information for the active question-asking sentence;
when the specified collected information is not acquired from the answer information for the active question sentence, the clear sentence is transmitted to the user, and the specified collected information is acquired from the answer information for the clear sentence.
In an embodiment of the application, the obtaining unit is further configured to: after a corresponding work order creating process is started according to received user request information, acquiring specified collection information from the request information, and assigning the specified collection information to a corresponding collection field;
the second acquisition subunit is configured to: judging whether a collection field corresponding to the current node is assigned or not; and under the condition that the collection field corresponding to the current node is not assigned, aiming at the current node, executing a step of sending a node question at the current node to a user.
In a third aspect of embodiments of the present application, there is provided a computer-readable medium, on which a computer program is stored, which program, when executed by a processor, performs the steps of the above-described work order creation method.
In a fourth aspect of embodiments herein, there is provided a computing device comprising: the system comprises a memory, a processor and a computer program stored on the memory and capable of running on the processor, wherein the processor realizes the steps of the work order creation method when executing the program.
According to the method and the device, the appointed collected information is acquired in the nodes of the work order creating process, the self-service order taking can be achieved, the communication efficiency is improved in the process of interacting with the user, the amount of the work orders is improved, the labor cost is reduced, and the user experience is good.
Drawings
The above and other objects, features and advantages of exemplary embodiments of the present invention will become readily apparent from the following detailed description read in conjunction with the accompanying drawings. Several embodiments of the invention are illustrated by way of example, and not by way of limitation, in the figures of the accompanying drawings and in which:
FIG. 1 schematically illustrates a flow chart of a work order creation method implementation according to an embodiment of the present application;
FIG. 2 schematically illustrates a schematic diagram of a configuration triggered work order flow according to an embodiment of the present application;
FIG. 3 schematically illustrates a diagram of a voice dialog transcription effect according to an embodiment of the present application;
FIG. 4 schematically illustrates a flow diagram for obtaining collection-specific information according to an embodiment of the present application;
FIG. 5 schematically illustrates a flow diagram for obtaining collection-specific information according to an embodiment of the present application;
FIG. 6 schematically illustrates a work order flow conversation node setup diagram according to an embodiment of the present application;
FIG. 7 schematically illustrates a diagram of a voice dialog transcription effect according to an embodiment of the present application;
FIG. 8 schematically illustrates a diagram of a voice dialog transcription effect according to an embodiment of the present application;
FIG. 9 schematically illustrates a work order flow submission node arrangement, in accordance with an embodiment of the present application;
FIG. 10 schematically illustrates a diagram of a voice dialog transcription effect according to an embodiment of the present application;
FIG. 11 schematically illustrates a schematic view of viewing work order details according to an embodiment of the present application;
FIG. 12 schematically illustrates an enumerated type variable setting diagram according to an embodiment of the present application;
FIG. 13 schematically illustrates a string type variable setting diagram according to an embodiment of the present application;
FIG. 14 schematically illustrates a time type variable setting diagram according to an embodiment of the present application;
FIG. 15 schematically illustrates a media diagram of a work order creation method according to an embodiment of the present application;
FIG. 16 is a schematic diagram of a work order creation apparatus according to an embodiment of the present application;
fig. 17 schematically shows a structural diagram of a computing device according to an embodiment of the present application.
In the drawings, the same or corresponding reference numerals indicate the same or corresponding parts.
Detailed Description
The principles and spirit of the present invention will be described with reference to a number of exemplary embodiments. It is understood that these embodiments are given solely for the purpose of enabling those skilled in the art to better understand and to practice the invention, and are not intended to limit the scope of the invention in any way. Rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the scope of the disclosure to those skilled in the art.
As will be appreciated by one skilled in the art, embodiments of the present invention may be embodied as a system, apparatus, device, method, or computer program product. Accordingly, the present disclosure may be embodied in the form of: entirely hardware, entirely software (including firmware, resident software, micro-code, etc.), or a combination of hardware and software.
According to the embodiment of the invention, a work order creating method, a medium, a device and a computing device are provided.
In this document, any number of elements in the drawings is by way of example and not by way of limitation, and any nomenclature is used solely for differentiation and not by way of limitation.
The principles and spirit of the present invention are explained in detail below with reference to several representative embodiments of the invention.
Summary of The Invention
The inventor finds that the existing work order creating method needs manual customer service intervention and is high in labor cost. When the user access amount is high or the number of the manual customer service online is small, the user cannot timely receive the manual customer service. The longer waiting time results in a poor impression of the user on the enterprise and a poor user experience.
In view of this, the present application provides a work order creating method and apparatus, where designated collection information is obtained from a node of a work order creating process, a self-service order taking can be achieved, and communication efficiency is improved in a process of interacting with a user, which is helpful for improving the amount of orders, reducing labor cost, and providing good user experience.
Having described the general principles of the invention, various non-limiting embodiments of the invention are described in detail below.
Exemplary method
A work order creation method according to an exemplary embodiment of the present invention is described below with reference to fig. 1.
FIG. 1 schematically shows a flow chart of a work order creation method implementation according to an embodiment of the present application. As shown in fig. 1, the work order creating method according to the embodiment of the present application includes the following steps:
step S11: starting a corresponding work order establishing flow according to the received user request information;
step S12: acquiring appointed collection information corresponding to a node from at least one node preset in a work order creating process;
step S13: and creating a work order according to the specified collected information.
The work order is a work record in the business processing flow. In one aspect, an enterprise may use a work order to track and process various types of traffic. Through establishing the work order flow, the work orders of different service types can be circulated according to the flow planned in advance. On the other hand, the user may submit a work order when he encounters a problem or needs help while using the product.
In the embodiment of the application, the robot customer service can be used for interacting with the user, the robot customer service obtains appointed collection information from interaction information, and the work order is created according to the appointed collection information. The interaction mode of the robot customer service and the user can be voice call or text information interaction.
When a user wants to put forward a service demand in the process of using a product, request information for submitting a work order can be sent to the robot customer service. In step S11, the robot customer service first receives request information of the user. And triggering and starting a corresponding work order creating flow according to the request information.
In step S12, at least one node may be set in the work order creation flow in advance. And correspondingly collecting one piece of information in the work order template in each node. In one example, the information to be collected in the work order template includes three pieces of information, namely user name information, user address information and fault description information of the product. Three nodes can be set in the work order creation process, and three pieces of information in the work order template are correspondingly collected. In each node, the robot customer service interacts with the user in a question-and-answer manner. In the interaction process, the robot customer service inquires, identifies, collects and records the specified collected information needing to be filled in the work order template. In step S13, a work order is created from the specified collected information, and finally the submission of the work order is completed by the robot customer service.
By using the work order creating method provided by the embodiment of the application, the appointed collected information can be obtained from the nodes of the work order creating process, and self-service bill picking is realized.
In one embodiment of the present application, step S11: starting a corresponding work order creating flow according to the received user request information, wherein the process comprises the following steps:
calculating the semantic similarity between the request information and a preset prompt question;
and starting a work order creating flow corresponding to the prompt question under the condition that the semantic similarity between the request information and the prompt question is greater than or equal to a preset similarity threshold.
In one example, the prompt question may be preset at a background management end of the work order management system. At least one prompt question sentence can be preset for each work order creation flow. After receiving the request information of the user, the corresponding work order creating process can be triggered and started according to the similarity between the request information and the prompt question. For example, for the work order creation flow of "refrigerator repair", the prompt question may be set as: "is the refrigerator out of question and can be repaired at the door? ". Aiming at the work order creating process of 'air conditioner installation', a prompt question sentence can be set as follows: "can a newly purchased air conditioner be installed at the door? ".
Fig. 2 schematically shows a schematic diagram of a configuration triggered work order flow according to an embodiment of the present application. As shown in fig. 2, in an example of a configuration interface of a background management end of the work order management system, the name of the work order process is "air conditioner maintenance". At least one prompt question may be set in the configuration interface. The prompted question may include "standard questions" and "similar questions". In the example of fig. 2, the "standard questions" set for the "air conditioner repair" work order are: "air conditioner is out of order, can go to the door to maintain do". The "similar problem" set for the "air conditioner maintenance" work order is: "air conditioner out of question, need maintenance", "i's air conditioner needs maintenance", and "how to maintain if air conditioner is bad". By clicking the "new similar questions" button in the configuration interface, more "similar questions" can be set.
After receiving the request information of the user, semantic analysis can be performed on the request information of the user. The semantic analysis may include: calculating the semantic similarity between the request information and a preset prompt question; and under the condition that the semantic similarity between the request information and the prompt question is greater than or equal to a preset similarity threshold, determining that a work order needs to be provided for the user, and starting a work order establishing flow corresponding to the prompt question.
Fig. 3 schematically shows a schematic diagram of a transcription effect of a speech dialog according to an embodiment of the present application. As shown in fig. 3, after the voice dialog with the user is switched on, first the robot customer says: "do you ask what can help you? "then receives the voice information from the user: "if my air conditioner is out of order, you can arrange people to repair. After receiving the voice information of the user, converting the voice information into characters and carrying out semantic analysis on the characters. The semantic analysis result shows that the similarity between the received voice information of the user and the prompting question sentence of the air conditioner maintenance work order is high. Then finding out the corresponding processing flow according to the received voice information of the user, and starting the work order establishing flow of 'air conditioner maintenance'.
In an embodiment of the present application, the method further includes: presetting node configuration information for a node;
fig. 4 schematically shows a flowchart for acquiring the specified collection information according to an embodiment of the present application. As shown in fig. 4, step S12: acquiring appointed collection information corresponding to a node from at least one node preset in a work order creating process, wherein the appointed collection information comprises the following steps:
step S41: taking a first node in a work order creation flow as a current node;
step S42: acquiring node configuration information corresponding to a current node;
step S43: acquiring appointed collection information corresponding to the current node by using the node configuration information corresponding to the current node;
step S44: taking the next node of the current node as a new current node under the condition that the current node is not the last node in the work order creation flow;
step S45: and aiming at the new current node, executing the step of acquiring the specified collected information corresponding to the current node.
In one embodiment of the present application, the node configuration information includes a node question and a collection field; wherein the collection field is used for storing specified collection information;
fig. 5 schematically shows a flowchart for acquiring the specified collection information according to an embodiment of the present application. As shown in fig. 5, step S43: acquiring the appointed collection information corresponding to the current node by using the node configuration information corresponding to the current node, wherein the appointed collection information comprises the following steps:
step S51: sending a node question of the current node to a user;
step S52: receiving answer information of a user aiming at the node question, and acquiring specified collection information from the answer information aiming at the node question;
step S53: and assigning the specified collection information to the collection field of the current node.
Fig. 6 schematically shows a schematic diagram of work order flow dialogue node setup according to an embodiment of the present application. In the example of the "air conditioner repair" work order shown in FIG. 6, the information that needs to be collected in the work order template includes: air conditioner model information, fault description information, user name information, user address information and expected door-to-door time information. Several nodes may be set in advance in the work order creation flow of "air conditioner maintenance". And correspondingly collecting one piece of information in the work order template in each node. For example, the node name of the first node in the "air conditioner repair" work order creation flow is "air conditioner model", and this node is used to collect air conditioner model information.
In step S12, step S41 is first executed: and taking the first node in the work order creation flow as the current node. In the example of fig. 6, the name of the first node in the "air conditioner repair" work order creation flow is "air conditioner model", and this node is first taken as the current node. Then, step S42 is executed: and acquiring node configuration information corresponding to the current node. The node configuration information is set for each node in the work order creation flow in advance. The node configuration information may include a node question and a collection field. The node question sentence is used for communicating with the user. The collection field is used for storing the specified collection information corresponding to the node.
In step S43, step S51 is first executed: and sending the node question sentence of the current node to the user. Fig. 7 schematically shows a schematic diagram of a transcription effect of a speech dialog according to an embodiment of the present application. As shown in fig. 7, in the current node named "air conditioner model", the node question sentence is: "ask what model is your air conditioner purchased? And sending the node question of the current node to the user, and collecting information required by the work order through the node question.
Next, step S52 is executed to receive the answer information of the user for the question of the node, convert the answer information of the user into text information, and extract the specified collected information therefrom. Fig. 8 schematically shows a schematic diagram of a transcription effect of a speech dialog according to an embodiment of the present application. As shown in fig. 8, specified collected information, that is, air conditioner model information is collected from the answer information of the user. Finally, step S53 is executed: and assigning the specified collection information to the collection field of the current node.
Referring back to fig. 6, in the "air conditioner model" node, a node question "ask what is your air conditioner model? And sending the information to the user, acquiring specified collected information from the answer information of the user, and then assigning the specified collected information to the collected field. The "extraction variable" model shown in fig. 6 is a collection field of the "air conditioner model" node. The "extract variable" model is used to store air conditioner model information.
In the process of executing step S43, if the specified collection information cannot be extracted from the reply information of the user, the flow is interrupted and a prompt message is issued to the user, prompting the user to "bill pickup flow is interrupted and please re-initiate the flow". If the designated collection information is extracted from the answer information of the user, the steps S44 and S45 are executed to set the node next to the current node as the new current node. And aiming at the new current node, executing the step of acquiring the specified collected information corresponding to the current node until the work order creating process is finished or interrupted.
Fig. 9 schematically shows a schematic diagram of work order flow submission node setup according to an embodiment of the present application. As shown in FIG. 9, when all the collection information specified by all the nodes in the work order creation flow is collected, the flow goes to the last "submit work order" node. The information field to be submitted and the work order submitting result feedback prompt can be set at the work order submitting node. The reported information field to be submitted corresponds to the collection field of each node in the work order creation flow. Referring to fig. 6, in the "air conditioner model" node, air conditioner model information is assigned to the "extraction variable" model, that is, to the collection field of the "air conditioner model" node. Correspondingly, referring to fig. 9 again, the "extraction variable" model is used to store air conditioner model information, the "extraction variable" userName is used to store user name information, the "extraction variable" phone is used to store user phone number information, the "extraction variable" address is used to store user address information, the "extraction variable" servicetime is used to store expected time-to-door information, and the "extraction variable" malfunction is used to store fault description information. Wherein the telephone number information of the user can be acquired when a voice conversation with the user is connected. In the example of fig. 9, the work order is generated and submitted with the information stored in the above several collected fields as the reporting information to be submitted. The field of the report information to be submitted can also be added by clicking the "add field" button in the interface shown in fig. 9. And finally, after the work order is submitted, sending a work order submission result feedback prompt to the user.
Fig. 10 schematically shows a schematic diagram of a transcription effect of a speech dialog according to an embodiment of the present application. As shown in fig. 10, in each node of the work order creation flow, the node question of the current node is sent to the user, the answer information of the user for the node question is received, and the specified collection information is extracted from the answer information. And finally, finishing work order information collection, creating a work order and feeding back corresponding prompt information to the user.
In one example, after the call with the user is finished, the server may upload a call voice file and update the address of the call voice file into the work order information of the background management end of the work order management system. The enterprise can play the voice call file when processing the work order and playback the voice call process. The enterprise can also check the details of the work order and carry out corresponding checking operation on the work order. FIG. 11 schematically shows a schematic diagram of viewing work order details according to an embodiment of the present application.
In one embodiment of the present application, the collection field comprises an enumeration field;
presetting node configuration information for a node, comprising: setting at least one enumeration value corresponding to the enumeration field under the condition that the collection field is the enumeration field;
in step S52, the acquisition of the specified collected information from the answer information for the question of the node includes: under the condition that the collection field corresponding to the current node is an enumeration field, judging whether the answer information contains information matched with at least one enumeration value; in the case of matching, the matched information is taken as the specified collected information.
Enumeration is a type of data that contains only custom specific data. In object-oriented programming, fields may be used to represent variables associated with an object or class. The enumerated field usually enumerates values of variables one by one, and the values of the variables are limited to the enumerated values.
FIG. 12 schematically illustrates an enumerated type variable setting diagram according to an embodiment of the present application. As shown in fig. 12, in the embodiment of the present application, an enumeration type variable used in the work order creation flow may be set in advance. The variable name set in fig. 12 is model, the variable type is an enumerated variable, and several enumerated values set correspond to air conditioner model information of various air conditioners. And the preset enumeration variable model is used in the subsequent work order creation flow and is used for storing the air conditioner model information.
Referring back to fig. 6, the "extraction variable" model shown in fig. 6, that is, the preset enumeration variable model, corresponds to the collection field of the "air conditioner model" node. In the example of fig. 6, if the current node is an "air conditioner model" node, and the collection field corresponding to the current node is an enumeration field, the answer information of the user is compared with a plurality of enumeration values set in the variable type, and it is determined whether the answer information includes information matching with at least one enumeration value; and in the case of matching, taking the matched information as specified collected information, and assigning the specified collected information to the variable model.
In one embodiment of the present application, the collection field includes a character field;
in step S52, the acquisition of the specified collected information from the answer information for the question of the node includes: and in the case that the collection field corresponding to the current node is a character field, taking the whole content included in the answer information as the specified collection information.
Fig. 13 schematically shows a character string type variable setting diagram according to an embodiment of the present application. As shown in fig. 13, in the embodiment of the present application, a string type variable used in the work order creation flow may be set in advance. The variable name set in fig. 13 is userName, and the variable type is a string variable. The preset character string variable userName can be used in the subsequent work order creation process and is used for storing the user name information. String variables are also referred to as character fields. The preset character field userName can be used as a collection field of a "user name" node in the "air conditioner maintenance" work order creation process.
And when the work order creating flow is transferred to the user name node, acquiring specified collected information from answer information aiming at the node question sentence. The collection field corresponding to the current node is a character field, and the specified collection information is user name information. The entire contents included in the answer information may be used as the user name information. The user name information is stored in a collection field of a 'user name' node, namely, a preset character string variable userName. Referring to fig. 9 again, the reporting information field userName shown in fig. 9 is the preset string variable userName. In the example of fig. 9, the user name information stored in the reporting information field userName is used as the reporting information to be submitted, and a work order is generated and submitted.
In one embodiment of the present application, the collection field includes a time field;
in step S52, the acquisition of the specified collected information from the answer information for the question of the node includes: under the condition that the collection field corresponding to the current node is a time field, extracting time information from the answer information; the time information is used as the designated collection information.
Fig. 14 schematically shows a time type variable setting diagram according to an embodiment of the present application. As shown in fig. 14, in the embodiment of the present application, a time type variable used in the work order creation flow may be set in advance. The variable name set in fig. 14 is servicengtime, and the variable type is a time variable. The preset time variable servicengtime may be used in a subsequent work order creation flow for expecting the time-to-door information. The time variable is also referred to as a time field. The preset time variable servicengtime may be used as a collection field of the "expected time to go up" node in the "air conditioner maintenance" work order creation flow.
When the work order creating flow is transferred to the node of expected time to go to the gate, the collection field corresponding to the current node is the time field, and the specified collection information is the expected time to go to the gate. For the time field, time information is extracted from the answer information and converted into date information. For example, a user saying "tomorrow", "saturday", etc., may be converted to a corresponding date. And storing the converted date information as specified collection information into a collection field of a node of expected time to go up, namely a preset time variable servicengtime. Referring to fig. 9 again, the reported information field servicingTime shown in fig. 9 is also a preset time variable servicingTime. In the example of fig. 9, the expected time-to-door information stored in the reporting information field servicengtime is used as the reporting information to be submitted to generate and submit the work order.
In a specific application of the work order management system, variables of an enumeration type, a character string type, a time type and the like can be set. And determining how to use the work order according to the specific requirements of the enterprise, and enabling the work order to meet the personalized business requirements through setting of the custom variables.
In one embodiment of the present application, the node question sentence includes an active question sentence and at least one clarification sentence;
step S43: acquiring the appointed collection information corresponding to the current node by using the node configuration information corresponding to the current node, wherein the appointed collection information comprises the following steps:
sending the active question sentence of the current node to a user;
receiving answer information of a user aiming at the active question and sentence;
assigning the acquired specified collected information to a collected field when the specified collected information is acquired from answer information for the active question-asking sentence;
when the specified collected information is not acquired from the answer information for the active question sentence, the clear sentence is transmitted to the user, and the specified collected information is acquired from the answer information for the clear sentence.
Referring to the example of fig. 6, the active question sentence set for the "air conditioner model" node is: "ask what is your air conditioner model? ". The clarification statement set for the "air conditioner model" node is: "sorry, i can not understand your meaning, can you repeat again? When the 'maintenance air conditioner' work order flow is transferred to the 'air conditioner model' node, the active question sentence of the current node is firstly sent to the user, and if the air conditioner model information is obtained from the answer information aiming at the active question sentence, the air conditioner model information is assigned to the collection field. If the answer information of the active question sentence cannot be identified, the node exchanges with the user again through the clarification sentence of the node. And if the air conditioner model information can be extracted from the answer of the user to the clarification sentence, assigning the air conditioner model information to the collection field. If the air conditioner model information cannot be extracted from the answer of the user to the clarification sentence, the flow is interrupted and user prompt information is given.
In an embodiment of the present application, after the corresponding work order creation process is started according to the received user request information, the method further includes: acquiring appointed collection information from the request information, and assigning the appointed collection information to a corresponding collection field;
acquiring the appointed collection information corresponding to the current node by using the node configuration information corresponding to the current node, wherein the appointed collection information comprises the following steps: judging whether a collection field corresponding to the current node is assigned or not; and under the condition that the collection field corresponding to the current node is not assigned, aiming at the current node, executing a step of sending a node question at the current node to a user.
First, telephone number information of a user can be acquired when a voice conversation with the user is connected. Secondly, after the voice conversation with the user is connected, the user registration information can be identified according to the call number. User name information and user address information may be obtained from the user registration information. Again, after a voice conversation with the user is established, user request information is received. The specified collection information may be acquired from the user request information. For example, after a voice conversation with the user is switched on, the robot first speaks: "do you ask what can help you? "then request information from the user is received: "do my air conditioner get ill, do my home live in a room in a unit in a cell, and can you arrange people to repair? ". In the above example, the user address information may be obtained from the user request information. After the appointed collected information is obtained by any method, the appointed collected information can be assigned to the corresponding collected field.
When the flow is transferred to the current node, firstly, whether the collection field set by the current node is assigned is judged. And if the collection field set by the current node is not assigned, communicating with the user by using a node question set by the current node, acquiring specified collection information from the answer information of the user, and assigning the specified collection information to the collection field of the current node. And if the collection field set by the current node is assigned, skipping the current node and taking the next node of the current node as a new current node. And aiming at the new current node, executing the step of acquiring the specified collected information corresponding to the current node.
According to the method and the device, the appointed collected information is obtained from the nodes of the work order creating process, self-service order taking can be achieved, and manual customer service intervention is not needed. For enterprises, the labor cost can be effectively reduced, the burden of the enterprises can be reduced, and the unit quantity can be increased. For the user, the communication efficiency is improved in the interaction process, the communication waiting time is saved, and the user experience is good.
In the embodiment of the application, the interaction mode with the user can be voice call or interaction of text information. For people with character recognition obstacles, the service requirements of users can be better met by utilizing voice call self-service bill taking.
Exemplary Medium
Having described the method of the exemplary embodiment of the present invention, the medium of the exemplary embodiment of the present invention will next be described with reference to fig. 15.
In some possible embodiments, aspects of the present invention may also be implemented as a computer-readable medium on which a program is stored, the program, when executed by a processor, being for implementing the steps in the work order creation method according to various exemplary embodiments of the present invention described in the "exemplary methods" section above of this specification.
Specifically, the processor is configured to implement the following steps when executing the program: starting a corresponding work order establishing flow according to the received user request information; acquiring appointed collection information corresponding to a node from at least one node preset in a work order creating process; and creating a work order according to the specified collected information.
It should be noted that: the above-mentioned medium may be a readable signal medium or a readable storage medium. The readable storage medium may be, for example but not limited to: an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination thereof. More specific examples (a non-exhaustive list) of the readable storage medium include: an electrical connection having one or more wires, a portable disk, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing.
As shown in fig. 15, a medium 150 according to an embodiment of the present invention is described, which may employ a portable compact disc read only memory (CD-ROM) and include a program, and may be run on a device. However, the invention is not limited in this respect, and in this document, a readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device.
A readable signal medium may include a propagated data signal with readable program code embodied therein, for example, in baseband or as part of a carrier wave. Such a propagated data signal may take a variety of forms, including, but not limited to: an electromagnetic signal, an optical signal, or any suitable combination of the foregoing. A readable signal medium may also be any readable medium that is not a readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device.
Program code for carrying out operations for aspects of the present invention may be written in any combination of one or more programming languages, including an object oriented programming language such as Java, C + + or the like and conventional procedural programming languages, such as the "C" programming language or similar programming languages. The program code may execute entirely on the user computing device, partly on a remote computing device, or entirely on the remote computing device or server. In the case of a remote computing device, the remote computing device may be connected to the user computing device through any kind of network, including a Local Area Network (LAN) or a Wide Area Network (WAN).
Exemplary devices
Having described the media of the exemplary embodiment of the present invention, the apparatus of the exemplary embodiment of the present invention will next be described with reference to fig. 16.
Fig. 16 schematically shows a schematic structural diagram of a work order creation apparatus according to an embodiment of the present application, including:
a starting unit 1601, configured to start a corresponding work order creation process according to the received user request information;
an obtaining unit 1602, configured to obtain specified collected information corresponding to a node from at least one node preset in the work order creation flow;
a creating unit 1603 for creating a work order based on the specified collected information.
In one possible embodiment, the starting unit 1601 is configured to:
calculating the semantic similarity between the request information and a preset prompt question;
and starting a work order creating flow corresponding to the prompt question under the condition that the semantic similarity between the request information and the prompt question is greater than or equal to a preset similarity threshold.
In a possible implementation, the apparatus further includes a setting unit, configured to: presetting node configuration information for a node;
the acquisition unit 1602 includes:
the flow control subunit is used for taking a first node in the work order creation flow as a current node;
the first acquiring subunit is used for acquiring node configuration information corresponding to the current node;
the second acquiring subunit is used for acquiring the specified collection information corresponding to the current node by using the node configuration information corresponding to the current node;
the flow control subunit is further configured to: taking the next node of the current node as a new current node under the condition that the current node is not the last node in the work order creation flow;
the first obtaining subunit is further configured to, for the new current node, perform a step of obtaining the specified collected information corresponding to the current node.
In one possible embodiment, the node configuration information includes a node question and a collection field; wherein the collection field is used for storing specified collection information;
the second acquisition subunit includes:
the return subunit is used for sending the node question sentence of the current node to the user;
the third acquisition subunit is used for receiving the answer information of the user aiming at the node question and acquiring specified collection information from the answer information aiming at the node question;
and the assignment subunit is used for assigning the specified collection information to the collection field of the current node.
In one possible implementation, the collection field includes an enumeration field;
the setting unit is used for: setting at least one enumeration value corresponding to the enumeration field under the condition that the collection field is the enumeration field;
the third acquisition subunit is configured to: under the condition that the collection field corresponding to the current node is an enumeration field, judging whether the answer information contains information matched with at least one enumeration value; in the case of matching, the matched information is taken as the specified collected information.
In one possible embodiment, the collection field includes a character field;
the third acquisition subunit is configured to: and in the case that the collection field corresponding to the current node is a character field, taking the whole content included in the answer information as the specified collection information.
In one possible embodiment, the collection field includes a time field;
the third acquisition subunit is configured to: under the condition that the collection field corresponding to the current node is a time field, extracting time information from the answer information; the time information is used as the designated collection information.
In one possible embodiment, the node question sentence comprises an active question sentence and at least one clarification sentence;
the second acquisition subunit is configured to:
sending the active question sentence of the current node to a user;
receiving answer information of a user aiming at the active question and sentence;
assigning the acquired specified collected information to a collected field when the specified collected information is acquired from answer information for the active question-asking sentence;
when the specified collected information is not acquired from the answer information for the active question sentence, the clear sentence is transmitted to the user, and the specified collected information is acquired from the answer information for the clear sentence.
In a possible implementation, the obtaining unit 1602 is further configured to: after a corresponding work order creating process is started according to received user request information, acquiring specified collection information from the request information, and assigning the specified collection information to a corresponding collection field;
the second acquisition subunit is configured to: judging whether a collection field corresponding to the current node is assigned or not; and under the condition that the collection field corresponding to the current node is not assigned, aiming at the current node, executing a step of sending a node question at the current node to a user.
Exemplary computing device
Having described the method, medium, and apparatus of exemplary embodiments of the present invention, a computing device of exemplary embodiments of the present invention is described next with reference to FIG. 17.
As will be appreciated by one skilled in the art, aspects of the present invention may be embodied as a system, method or program product. Thus, various aspects of the invention may be embodied in the form of: an entirely hardware embodiment, an entirely software embodiment (including firmware, microcode, etc.) or an embodiment combining hardware and software aspects that may all generally be referred to herein as a "circuit," module "or" system.
In some possible implementations, a computing device according to an embodiment of the invention may include at least one processing unit and at least one memory unit. Wherein the storage unit stores program code that, when executed by the processing unit, causes the processing unit to perform the steps in the work order creation method according to various exemplary embodiments of the present invention described in the above section "exemplary method" of this specification.
The computing device 170 according to this embodiment of the invention is described below with reference to FIG. 17. The computing device 170 shown in FIG. 17 is only one example and should not be taken to limit the scope of use and functionality of embodiments of the present invention.
As shown in fig. 17, computing device 170 is in the form of a general purpose computing device. Components of computing device 170 may include, but are not limited to: the at least one processing unit 1701, the at least one memory unit 1702, and the bus 1703 that couples the various system components including the processing unit 1701 and the memory unit 1702.
The bus 1703 includes a data bus, a control bus, and an address bus.
The storage unit 1702 may include readable media in the form of volatile memory, such as Random Access Memory (RAM)17021 and/or cache memory 17022, and may further include readable media in the form of non-volatile memory, such as Read Only Memory (ROM) 17023.
The computing device 170 may also communicate with one or more external devices 1704 (e.g., keyboard, pointing device, etc.). Such communication may occur via input/output (I/O) interfaces 1705. Also, the computing device 170 may communicate with one or more networks (e.g., a Local Area Network (LAN), a Wide Area Network (WAN), and/or a public network, such as the internet) through the network adapter 17017. As shown in FIG. 17, the network adapter 17017 communicates with the other modules of the computing device 170 via the bus 1703. It should be understood that although not shown in the figures, other hardware and/or software modules may be used in conjunction with the computing device 170, including but not limited to: microcode, device drivers, redundant processing units, external disk drive arrays, RAID systems, tape drives, and data backup storage systems, among others.
It should be noted that although in the above detailed description several units/modules or sub-units/sub-modules of the work order creation apparatus are mentioned, such division is merely exemplary and not mandatory. Indeed, the features and functionality of two or more of the units/modules described above may be embodied in one unit/module according to embodiments of the invention. Conversely, the features and functions of one unit/module described above may be further divided into embodiments by a plurality of units/modules.
Moreover, while the operations of the method of the invention are depicted in the drawings in a particular order, this does not require or imply that the operations must be performed in this particular order, or that all of the illustrated operations must be performed, to achieve desirable results. Additionally or alternatively, certain steps may be omitted, multiple steps combined into one step execution, and/or one step broken down into multiple step executions.
While the spirit and principles of the invention have been described with reference to several particular embodiments, it is to be understood that the invention is not limited to the disclosed embodiments, nor is the division of aspects, which is for convenience only as the features in such aspects may not be combined to benefit. The invention is intended to cover various modifications and equivalent arrangements included within the spirit and scope of the appended claims.
Claims (10)
1. A method for creating a work order, comprising:
starting a corresponding work order establishing flow according to the received user request information;
acquiring appointed collected information corresponding to at least one node preset in the work order creating process;
and creating a work order according to the specified collected information.
2. The method according to claim 1, wherein the starting of the corresponding work order creation process according to the received user request information includes:
calculating the semantic similarity between the request information and a preset prompt question;
and starting a work order creating flow corresponding to the prompt question under the condition that the semantic similarity between the request information and the prompt question is greater than or equal to a preset similarity threshold.
3. The method according to claim 1 or 2, characterized in that the method further comprises: presetting node configuration information for the nodes;
the acquiring of the designated collection information corresponding to the node in at least one node preset in the work order creating process includes:
taking a first node in the work order creating process as a current node;
acquiring node configuration information corresponding to a current node;
acquiring appointed collection information corresponding to the current node by using the node configuration information corresponding to the current node;
taking the next node of the current node as a new current node under the condition that the current node is not the last node in the work order creation flow;
and aiming at the new current node, executing the step of acquiring the specified collected information corresponding to the current node.
4. The method of claim 3, wherein the node configuration information comprises a node question and a collection field; wherein the collection field is used to store the specified collection information;
the acquiring, by using the node configuration information corresponding to the current node, the specified collection information corresponding to the current node includes:
sending the node question sentence of the current node to a user;
receiving answer information of a user aiming at the node question, and acquiring the specified collected information from the answer information aiming at the node question;
and assigning the specified collection information to the collection field of the current node.
5. The method of claim 4, wherein the collection field comprises an enumeration field;
the presetting of the node configuration information for the node comprises the following steps: setting at least one enumeration value corresponding to the enumeration field under the condition that the collection field is the enumeration field;
the acquiring the specified collected information from the answer information for the node question includes: under the condition that the collection field corresponding to the current node is an enumeration field, judging whether the answer information contains information matched with the at least one enumeration value; in the case of matching, the matched information is taken as the specified collected information.
6. The method of claim 4, wherein the collection field comprises a character field;
the acquiring the specified collected information from the answer information for the node question includes: and in the case that the collection field corresponding to the current node is a character field, taking all the content included in the answer information as the specified collection information.
7. The method of claim 4, wherein the collection field comprises a time field;
the acquiring the specified collected information from the answer information for the node question includes: under the condition that the collection field corresponding to the current node is a time field, extracting time information from the answer information; and using the time information as the specified collection information.
8. A work order creation apparatus, comprising:
the starting unit is used for starting a corresponding work order establishing flow according to the received user request information;
an obtaining unit, configured to obtain specified collection information corresponding to at least one node preset in the work order creation flow;
and the creating unit is used for creating a work order according to the specified collected information.
9. A medium storing a computer program, characterized in that the program, when being executed by a processor, carries out the method according to any one of claims 1-7.
10. A computing device, comprising:
one or more processors;
storage means for storing one or more programs;
the one or more programs, when executed by the one or more processors, cause the one or more processors to implement the method recited in any of claims 1-7.
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