CN112188014B - Information processing method and device - Google Patents
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- CN112188014B CN112188014B CN202011176314.9A CN202011176314A CN112188014B CN 112188014 B CN112188014 B CN 112188014B CN 202011176314 A CN202011176314 A CN 202011176314A CN 112188014 B CN112188014 B CN 112188014B
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Abstract
The embodiment of the invention provides an information processing method and equipment, wherein the method comprises the following steps: the method comprises the steps of obtaining a user identification of a target user, obtaining user information corresponding to the target user from a packaging assembly according to the user identification of the target user, inputting the user information corresponding to the target user into a trained event processing model for processing to obtain a processing result of the event information corresponding to the target user, wherein the event processing model is obtained by inputting user training information corresponding to the trained user into a network model for training, and generating a processing result report according to the processing result of the event information corresponding to the target user. The accuracy of the complaint reason determination of the user is improved, and the use experience of the user using the call center is further improved.
Description
Technical Field
The embodiment of the invention relates to the technical field of data processing, in particular to an information processing method and equipment.
Background
The call center is a service organization composed of a group of customer services in a relatively centralized place, generally utilizes computer communication technology to process consultation from users such as enterprises, individuals and the like, and has various forms of telephone consultation, network consultation and the like. Taking telephone consultation as an example, the call center can not only process a large number of incoming calls at the same time, but also display the calling number, automatically distribute the incoming calls to customer service to be processed, and the customer service distributing the incoming calls inquires relevant information according to the needs of the user and provides the information for the user.
However, when the customer service provides the service for the customer through the call center, the customer service may be dissatisfied with the service provided by the customer service due to network delay, network jitter, or other reasons, and may even complain about the customer service.
After receiving a complaint of a user, it is generally necessary to obtain relevant information of the user, perform analysis processing according to the obtained relevant information to determine a cause of the complaint of the user, and perform improvement according to the cause of the complaint of the user. However, the results obtained by manually obtaining the relevant information and analyzing the processed information are subjective, and the cause of the customer complaint cannot be accurately determined, so that the cause of the customer complaint cannot be improved, and the use experience of the user using the call center may be reduced.
Disclosure of Invention
The embodiment of the invention provides an information processing method and equipment, which are used for improving the accuracy of determining a complaint reason of a user and further improving the use experience of the user using a call center.
In a first aspect, an embodiment of the present invention provides an information processing method, including: acquiring a user identifier of a target user; acquiring user information corresponding to the target user from a packaging assembly according to the user identifier of the target user, wherein the user information carries event information formed by events corresponding to the target user; inputting the user information corresponding to the target user into a trained event processing model for processing to obtain a processing result of the event information corresponding to the target user, wherein the event processing model is obtained by inputting user training information corresponding to a training user into a network model for training;
and generating a processing result report according to the processing result of the event information corresponding to the target user.
Optionally, the acquiring, from the package assembly, the user information corresponding to the target user according to the user identifier of the target user includes: inquiring attribution information corresponding to the target user identification from a packaging assembly according to the target user identification; determining target attribution equipment where user information corresponding to the target user identification is located according to the attribution information; and acquiring user information corresponding to the target user identification from the target home equipment based on the access mode of the target home equipment.
Optionally, the obtaining, based on the access mode of the target home device, user information corresponding to the target user identifier from the target home device includes: based on the access mode of the target home device, an application instruction component inquires subscription information of the target user from the target home device; the application interface component accesses a database gateway corresponding to the target attribution equipment to acquire account opening information of the target user; the application operation component analyzes the service function, the service authority and the event information of the target user; and the application database component summarizes the signing information of the target user, the account opening information of the target user, the service function, the service authority and the event information of the target user to obtain the user information of the target user.
Optionally, the obtaining the user identifier of the target user includes: and acquiring the user identification of the target user through the visual interface.
Optionally, before the obtaining the user identifier of the target user, the method further includes: and packaging data corresponding to each attribution device by using an automatic RAP technology of the application software process to obtain a packaging assembly, wherein the packaging assembly comprises an instruction assembly, an interface assembly, an operation assembly and a database assembly.
Optionally, the network model is a convolutional neural network model, and before the obtaining of the user identifier of the target user, the method further includes: and inputting user training information corresponding to a training user into the convolutional neural network model for training to obtain the event processing model.
In a second aspect, an embodiment of the present invention provides an information processing apparatus, including: at least one processor and memory; the memory stores computer-executable instructions; the at least one processor executing the computer executable instructions stored by the memory causes the computer program when executed to implement the steps of: acquiring a user identifier of a target user; acquiring user information corresponding to the target user from a packaging assembly according to the user identifier of the target user, wherein the user information carries event information formed by events corresponding to the target user; inputting the user information corresponding to the target user into a trained event processing model for processing to obtain a processing result of the event information corresponding to the target user, wherein the event processing model is obtained by inputting user training information corresponding to a training user into a network model for training; and generating a processing result report according to the processing result of the event information corresponding to the target user.
Optionally, the processor, when executing the computer program, further implements the following steps: inquiring attribution information corresponding to the target user identification from a packaging assembly according to the target user identification; determining target attribution equipment where user information corresponding to the target user identification is located according to the attribution information; and acquiring user information corresponding to the target user identification from the target home equipment based on the access mode of the target home equipment.
Optionally, the processor, when executing the computer program, further implements the following steps: based on the access mode of the target home device, an application instruction component inquires subscription information of the target user from the target home device; the application interface component accesses a database gateway corresponding to the target attribution equipment to acquire account opening information of the target user; the application operation component analyzes the service function, the service authority and the event information of the target user; and the application database component summarizes the signing information of the target user, the account opening information of the target user, the service function, the service authority and the event information of the target user to obtain the user information of the target user.
In a third aspect, an embodiment of the present invention provides a computer-readable storage medium, where computer-executable instructions are stored, and when a processor executes the computer-executable instructions, the information processing method according to any one of the first aspect is implemented.
After the scheme is adopted, the user identification of the target user can be obtained firstly, then the user information corresponding to the user identification is obtained from the packaging component according to the obtained user identification of the target user, the user information corresponding to the user identification is input into the trained event processing model for processing, the processing result of the event information corresponding to the target user is obtained, the processing result report is generated according to the processing result of the event information corresponding to the target user, the user information is identified by adopting the trained event processing model, the subjectivity based on manual analysis is avoided, the accuracy of determining the complaint reason of the user is improved, and the use experience of the user using the call center is further improved.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, and it is obvious that the drawings in the following description are only some embodiments of the present invention, and for those skilled in the art, other drawings can be obtained according to these drawings without creative efforts.
Fig. 1 is a schematic structural diagram of an application system of an information processing method according to an embodiment of the present invention;
FIG. 2 is a flowchart illustrating an information processing method according to an embodiment of the present invention;
FIG. 3 is a flowchart illustrating an information processing method according to another embodiment of the present invention;
FIG. 4 is a schematic structural diagram of an information processing apparatus according to an embodiment of the present invention;
fig. 5 is a schematic diagram of a hardware structure of an information processing apparatus according to an embodiment of the present invention.
Detailed Description
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 only a part of the embodiments of the present invention, and not all of the embodiments. 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.
The terms "first," "second," "third," "fourth," and the like in the description and in the claims, as well as in the drawings, if any, are used for distinguishing between similar elements and not necessarily for describing a particular sequential or chronological order. It is to be understood that the data so used are interchangeable under appropriate circumstances such that the embodiments of the invention described herein are capable of including other sequential examples in addition to those illustrated or described. Furthermore, the terms "comprises," "comprising," and "having," and any variations thereof, are intended to cover a non-exclusive inclusion, such that a process, method, system, article, or apparatus that comprises a list of steps or elements is not necessarily limited to those steps or elements expressly listed, but may include other steps or elements not expressly listed or inherent to such process, method, article, or apparatus.
In the prior art, when a customer service provides service for a user through a call center, the user may be dissatisfied with the service provided by the customer service due to network delay, network jitter or other reasons, and may even complain about the customer service.
After receiving a complaint of a user, it is generally necessary to obtain relevant information of the user, perform analysis processing according to the obtained relevant information to determine a cause of the complaint of the user, and perform improvement according to the cause of the complaint of the user. However, the results obtained by manually obtaining the relevant information and analyzing the processed information are subjective, and the cause of the customer complaint cannot be accurately determined, so that the cause of the customer complaint cannot be improved, and the use experience of the user using the call center may be reduced.
Aiming at the problems, in order to avoid subjectivity based on manual analysis and processing, the method adopts a model identification mode to process so as to accurately determine the cause of the complaint of the user, thereby improving the accuracy of the determination of the cause of the complaint of the user and further achieving the technical effect of improving the use experience of the user using the call center.
Fig. 1 is a schematic architecture diagram of an application system of an information processing method according to an embodiment of the present invention, and as shown in fig. 1, the application system may include: the processing server 101 is used for acquiring a user identifier of a target user, then acquiring user information corresponding to the target user from the packaging component according to the user identifier, processing according to the user information, obtaining a processing result of event information corresponding to the target user, and generating a processing result report. The packaging component 102 can be deployed in the processing server 101, and can also be deployed in other servers. The processing server 101 includes, but is not limited to, a single server, a server cluster, a cloud server, or a cloud server cluster. The processing server 101 may also be replaced with a terminal device that can implement the same functions.
The technical solution of the present invention will be described in detail below with specific examples. The following several specific embodiments may be combined with each other, and details of the same or similar concepts or processes may not be repeated in some embodiments.
Fig. 2 is a flowchart illustrating an information processing method according to an embodiment of the present invention, where the method of this embodiment may be executed by the processing server 101. As shown in fig. 2, the method of this embodiment may include:
s201: and acquiring the user identification of the target user.
In this embodiment, the target user may be a user who applies the call center, and after the user application completes the call center, the user may be prompted by voice to score the service, and when the score of the user is lower than a preset value, the user may be prompted to select a score reason, and information corresponding to the entire service event is stored, so as to obtain user information. In addition, when the information corresponding to the whole service event is saved, a user identifier can be allocated to the user corresponding to each event, and the efficiency of searching the subsequent information is improved.
The user identifier may be composed of any one or more types of capital letters, lowercase letters and Arabic numerals.
S202: and acquiring user information corresponding to the target user from a packaging component according to the user identifier of the target user, wherein the user information carries event information formed by events corresponding to the target user.
In this embodiment, after the user identifier corresponding to the user is obtained, the user information corresponding to the target user may be obtained from the package component according to the user identifier. The types of the user information may be various, different user information is deployed in different attribution devices, and when the user information is obtained, the attribution device to which the target user belongs may be determined first, and then the user information is obtained from the belonging target attribution device.
In a possible implementation manner, different manufacturers may all correspond to a general process, which may specifically include:
and inquiring attribution information corresponding to the target user identification from the packaging assembly according to the target user identification. And determining target home equipment where the user information corresponding to the target user identification is located according to the home location information. And acquiring user information corresponding to the target user identification from the target home equipment based on the access mode of the target home equipment.
Specifically, the home information may include city information to which the target user belongs and a home device. The authority corresponding to different city information is different, and the corresponding access mode of different attribution equipment is different. After determining the attribution information corresponding to the target user, the authority of the target user may be determined according to the city information, then the access mode corresponding to the attribution device is determined, and then the user information corresponding to the target user is obtained according to the authority of the target user and the access mode corresponding to the attribution device.
Further, the package components can include instruction components, interface components, arithmetic components, and database components. The instruction component may include a graphical component and an execution component for issuing an instruction to the device and extracting the content of the instruction. The interface component can comprise a graphical component and an execution component for carrying out interface communication on the network management system. And the operation component can comprise a graphical component and an execution component which are used for operating and judging the data. The database component can comprise a graphical component and an execution component for storing and reading the database.
In a possible implementation manner, acquiring, from the target home device, user information corresponding to the target user identifier based on the access mode of the target home device may include:
and based on the access mode of the target home equipment, the application command component inquires the subscription information of the target user from the target home equipment.
And the application interface component accesses the database gateway corresponding to the target home equipment to acquire the account opening information of the target user.
And the application operation component analyzes the service function, the service authority and the event information of the target user.
And the application database component summarizes the signing information of the target user, the account opening information of the target user, the service function, the service authority and the event information of the target user to obtain the user information of the target user.
In this embodiment, when the call center or the voice receives complaint handling, the capability of customer service to inquire the real-time authority of the user and open service data is provided, and when a task in the service flow is executed, a mode of inputting a user identifier can be realized, and a back-end inquiry model is called. Each process is an independent function, connected by connecting lines of the patterning assembly, forming a system that runs in sequence. The user identifier may also be a mobile phone number of the user.
S203: inputting the user information corresponding to the target user into a trained event processing model for processing to obtain a processing result of the event information corresponding to the target user, wherein the event processing model is obtained by inputting user training information corresponding to a training user into a network model for training;
s204: and generating a processing result report according to the processing result of the event information corresponding to the target user.
In this embodiment, after the user information corresponding to the target user is obtained, the user information corresponding to the target user may be input to a trained event processing model for processing, and the event processing model may determine a processing result according to the event information in the user information corresponding to the target user, and generate a processing result report according to the processing result. The event processing model is trained in advance, and the complaint reason can be accurately determined according to the event information, so that corresponding improvement can be performed according to the complaint reason in the following process, and the use experience of a user is improved.
Specifically, the network model may be a convolutional neural network model, and the training process of the event processing model may be: and inputting user training information corresponding to the training user into the convolutional neural network model for training to obtain an event processing model.
After the scheme is adopted, the user identification of the target user can be obtained firstly, then the user information corresponding to the user identification is obtained from the packaging component according to the obtained user identification of the target user, the user information corresponding to the user identification is input into the trained event processing model to be processed, the processing result of the event information corresponding to the target user is obtained, the processing result report is generated according to the processing result of the event information corresponding to the target user, the user information is identified by adopting the trained event processing model, the subjectivity based on manual analysis is avoided, the accuracy of determining the complaint reasons of the user is improved, and the use experience of the user in using the call center is further improved.
Based on the method of fig. 2, the present specification also provides some specific embodiments of the method, which are described below.
Fig. 3 is a schematic flow chart of an information processing method according to another embodiment of the present invention, and as shown in fig. 3, a specific implementation manner of S201 may include:
s301: and acquiring the user identification of the target user through the visual interface.
In this embodiment, the user identifier of the target user is obtained through a visual interface. The processing server side takes the unique characteristic information of the user identification as a parameter, inquires the target attribution equipment to which the user belongs through the database component, logs in the target attribution equipment through the instruction component, executes an inquiry command, extracts data from the instruction content through the operation component, the extracted data can be used as an input parameter for executing a second instruction, accesses an external system interface through the interface component to acquire external system data, and completes calculation and arrangement of user information data through the operation component to acquire user information corresponding to the target user. After the user information corresponding to the target user is obtained, the user information corresponding to the target user can be directly fed back to the user terminal through the visual interface, or the user information corresponding to the target user can be input into the event processing model for processing to obtain a processing result of the event information corresponding to the target user, and a processing result report is generated according to the processing result of the event information corresponding to the target user, so that continuous butt joint of service environment change and customer service inquiry requirements can be realized, and the quality and efficiency of customer service processing user consultation or complaint are improved.
In addition, before obtaining the user identifier of the target user, the method may further include:
and packaging data corresponding to each attribution device by using an RAP (software Process Automation) technology to obtain a packaging assembly, wherein the packaging assembly comprises an instruction assembly, an interface assembly, an operation assembly and a database assembly, and a button in a visual interface is clicked by one key to call the model so as to finish the work of inquiring user information. When the calling is clicked, the processing engine of the unified development platform reads the designated model from the database, analyzes the parameters and logic steps of the model, calls the corresponding RPA execution component and executes corresponding processing.
Based on the same idea, an embodiment of this specification further provides a device corresponding to the foregoing method, and fig. 4 is a schematic structural diagram of an information processing device provided in an embodiment of the present invention, as shown in fig. 4, the method may include:
the touch module 401 is configured to obtain a user identifier of a target user.
A processing module 402, configured to obtain user information corresponding to the target user from a packaging component according to the user identifier of the target user, where the user information carries event information formed by an event corresponding to the target user.
The processing module 402 is further configured to input the user information corresponding to the target user into a trained event processing model for processing, so as to obtain a processing result of the event information corresponding to the target user, where the event processing model is obtained by inputting the user training information corresponding to the training user into a network model for training.
The processing module 402 is further configured to generate a processing result report according to the processing result of the event information corresponding to the target user.
In a specific embodiment, the processing module is further configured to:
and inquiring attribution information corresponding to the target user identification from a packaging assembly according to the target user identification.
And determining target home equipment where the user information corresponding to the target user identification is located according to the home location information.
And acquiring user information corresponding to the target user identification from the target home equipment based on the access mode of the target home equipment.
In a specific embodiment, the processing module is further configured to:
and based on the access mode of the target home equipment, the application command component inquires the subscription information of the target user from the target home equipment.
And the application interface component accesses the database gateway corresponding to the target home equipment to acquire the account opening information of the target user.
And the application operation component analyzes the service function, the service authority and the event information of the target user.
And the application database component summarizes the signing information of the target user, the account opening information of the target user, the service function, the service authority and the event information of the target user to obtain the user information of the target user.
In one embodiment, the touch module is further configured to:
and acquiring the user identification of the target user through the visual interface.
In a specific embodiment, the processing module is further configured to:
and packaging data corresponding to each attribution device by using an automatic RAP technology of the application software process to obtain a packaging assembly, wherein the packaging assembly comprises an instruction assembly, an interface assembly, an operation assembly and a database assembly.
In a specific embodiment, the processing module is further configured to:
and inputting user training information corresponding to the training user into the convolutional network model for training to obtain an event processing model.
The apparatus provided in the embodiment of the present invention may implement the method in the embodiment shown in fig. 2, and the implementation principle and the technical effect are similar, which are not described herein again.
Fig. 5 is a schematic diagram of a hardware structure of an information processing apparatus according to an embodiment of the present invention. As shown in fig. 5, the present embodiment provides an apparatus 500 including: at least one processor 501 and memory 502. The processor 501 and the memory 502 are connected by a bus 503.
In a specific implementation process, the at least one processor 501 executes the computer execution instructions stored in the memory 502, so that the at least one processor 501 executes the computer program to implement the following steps:
and acquiring the user identification of the target user.
And acquiring user information corresponding to the target user from a packaging component according to the user identifier of the target user, wherein the user information carries event information formed by events corresponding to the target user.
And inputting the user information corresponding to the target user into a trained event processing model for processing to obtain a processing result of the event information corresponding to the target user, wherein the event processing model is obtained by inputting the user training information corresponding to the training user into a network model for training.
And generating a processing result report according to the processing result of the event information corresponding to the target user.
Furthermore, the processor, when executing the computer program, further implements the steps of:
and inquiring attribution information corresponding to the target user identification from a packaging assembly according to the target user identification.
And determining target home equipment where the user information corresponding to the target user identification is located according to the home location information.
And acquiring user information corresponding to the target user identification from the target home equipment based on the access mode of the target home equipment.
Furthermore, the processor, when executing the computer program, further implements the steps of:
and based on the access mode of the target home equipment, the application command component inquires the subscription information of the target user from the target home equipment.
And the application interface component accesses the database gateway corresponding to the target home equipment to acquire the account opening information of the target user.
And the application operation component analyzes the service function, the service authority and the event information of the target user.
And the application database component summarizes the signing information of the target user, the account opening information of the target user, the service function, the service authority and the event information of the target user to obtain the user information of the target user.
Furthermore, the processor, when executing the computer program, further implements the steps of:
and acquiring the user identification of the target user through the visual interface.
Furthermore, the processor, when executing the computer program, further implements the steps of:
and packaging data corresponding to each attribution device by using an automatic RAP technology of the application software process to obtain a packaging assembly, wherein the packaging assembly comprises an instruction assembly, an interface assembly, an operation assembly and a database assembly.
Furthermore, the processor, when executing the computer program, further implements the steps of:
and inputting user training information corresponding to the training user into the convolutional network model for training to obtain an event processing model.
For a specific implementation process of the processor 501, reference may be made to the above method embodiments, which implement the similar principle and technical effect, and this embodiment is not described herein again.
In the embodiment shown in fig. 5, it should be understood that the Processor may be a Central Processing Unit (CPU), other general purpose processors, a Digital Signal Processor (DSP), an Application Specific Integrated Circuit (ASIC), etc. A general purpose processor may be a microprocessor or the processor may be any conventional processor or the like. The steps of a method disclosed in connection with the present invention may be embodied directly in a hardware processor, or in a combination of the hardware and software modules within the processor.
The memory may comprise high speed RAM memory and may also include non-volatile storage NVM, such as at least one disk memory.
The bus may be an Industry Standard Architecture (ISA) bus, a Peripheral Component Interconnect (PCI) bus, an Extended ISA (EISA) bus, or the like. The bus may be divided into an address bus, a data bus, a control bus, etc. For ease of illustration, the buses in the figures of the present application are not limited to only one bus or one type of bus.
The embodiment of the invention also provides a computer-readable storage medium, wherein a computer execution instruction is stored in the computer-readable storage medium, and when a processor executes the computer execution instruction, the information processing method of the embodiment of the method is realized.
The computer-readable storage medium may be implemented by any type of volatile or non-volatile memory device or combination thereof, such as Static Random Access Memory (SRAM), electrically erasable programmable read-only memory (EEPROM), erasable programmable read-only memory (EPROM), programmable read-only memory (PROM), read-only memory (ROM), magnetic memory, flash memory, magnetic or optical disk. Readable storage media can be any available media that can be accessed by a general purpose or special purpose computer.
An exemplary readable storage medium is coupled to the processor such the processor can read information from, and write information to, the readable storage medium. Of course, the readable storage medium may also be an integral part of the processor. The processor and the readable storage medium may reside in an Application Specific Integrated Circuits (ASIC). Of course, the processor and the readable storage medium may also reside as discrete components in the apparatus.
Those of ordinary skill in the art will understand that: all or a portion of the steps of implementing the above-described method embodiments may be performed by hardware associated with program instructions. The program may be stored in a computer-readable storage medium. When executed, the program performs steps comprising the method embodiments described above; and the aforementioned storage medium includes: various media that can store program codes, such as ROM, RAM, magnetic or optical disks.
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 (7)
1. An information processing method characterized by comprising:
acquiring a target user identifier; the target user identification is a user identification distributed to a target user when information corresponding to a service event of the target user is stored; the target user is a user of an application call center;
acquiring user information corresponding to the target user from a packaging assembly according to the target user identifier, wherein the user information carries event information formed by events corresponding to the target user;
inputting the user information corresponding to the target user into a trained event processing model for processing to obtain a processing result of the event information corresponding to the target user, wherein the event processing model is obtained by inputting user training information corresponding to a training user into a convolutional neural network model for training;
generating a processing result report according to the processing result of the event information corresponding to the target user;
the acquiring user information corresponding to the target user from the packaging component according to the target user identifier includes:
inquiring attribution information corresponding to the target user identification from a packaging assembly according to the target user identification; the attribution information comprises local city information and attribution equipment to which the target user belongs;
determining target attribution equipment where user information corresponding to the target user identification is located and authority corresponding to the target user according to the attribution information;
and acquiring user information corresponding to the target user identification from the target attribution equipment based on the authority and the access mode of the target attribution equipment.
2. The method according to claim 1, wherein the obtaining, from the target home device, user information corresponding to the target user identifier based on the authority and the access mode of the target home device includes:
based on the access mode of the target home device, an application instruction component inquires subscription information of the target user from the target home device;
the application interface component accesses a database gateway corresponding to the target attribution equipment to acquire account opening information of the target user;
the application operation component analyzes the service function, the service authority and the event information of the target user;
and the application database component summarizes the signing information of the target user, the account opening information of the target user, the service function, the service authority and the event information of the target user to obtain the user information of the target user.
3. The method of claim 1, wherein the obtaining the target user identifier comprises:
and acquiring the target user identification through the visual interface.
4. The method according to any one of claims 1-3, further comprising, before the obtaining the target user identity:
and packaging data corresponding to each attribution device by using an automatic RAP technology of the application software process to obtain a packaging assembly, wherein the packaging assembly comprises an instruction assembly, an interface assembly, an operation assembly and a database assembly.
5. An information processing apparatus characterized by comprising: at least one processor and memory;
the memory stores computer-executable instructions;
the at least one processor executes the computer-executable instructions stored by the memory such that execution of the computer-executable instructions effects the steps of:
acquiring a target user identifier; the target user identification is a user identification distributed to a target user when information corresponding to a service event of the target user is stored; the target user is a user of an application call center;
acquiring user information corresponding to the target user from a packaging assembly according to the target user identifier, wherein the user information carries event information formed by events corresponding to the target user;
inputting the user information corresponding to the target user into a trained event processing model for processing to obtain a processing result of the event information corresponding to the target user, wherein the event processing model is obtained by inputting user training information corresponding to a training user into a convolutional neural network model for training;
generating a processing result report according to the processing result of the event information corresponding to the target user;
the processor, when executing the computer executable instructions, further implements the steps of:
inquiring attribution information corresponding to the target user identification from a packaging assembly according to the target user identification; the attribution information comprises local city information and attribution equipment to which the target user belongs;
determining target attribution equipment where user information corresponding to the target user identification is located and authority corresponding to the target user according to the attribution information;
and acquiring user information corresponding to the target user identification from the target attribution equipment based on the authority and the access mode of the target attribution equipment.
6. The apparatus of claim 5, wherein the processor when executing the computer executable instructions further performs the steps of:
based on the access mode of the target home device, an application instruction component inquires subscription information of the target user from the target home device;
the application interface component accesses a database gateway corresponding to the target attribution equipment to acquire account opening information of the target user;
the application operation component analyzes the service function, the service authority and the event information of the target user;
and the application database component summarizes the signing information of the target user, the account opening information of the target user, the service function, the service authority and the event information of the target user to obtain the user information of the target user.
7. A computer-readable storage medium, characterized in that a computer-executable instruction is stored therein, which when executed by a processor, implements the information processing method according to any one of claims 1 to 4.
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