CN114610895A - Work order pushing method and device, electronic equipment and storage medium - Google Patents
Work order pushing method and device, electronic equipment and storage medium Download PDFInfo
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- CN114610895A CN114610895A CN202210113023.8A CN202210113023A CN114610895A CN 114610895 A CN114610895 A CN 114610895A CN 202210113023 A CN202210113023 A CN 202210113023A CN 114610895 A CN114610895 A CN 114610895A
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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
- G06F16/36—Creation of semantic tools, e.g. ontology or thesauri
- G06F16/367—Ontology
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F40/00—Handling natural language data
- G06F40/30—Semantic analysis
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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
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
- G06Q10/06311—Scheduling, planning or task assignment for a person or group
Abstract
The embodiment of the application discloses a work order pushing method and device, electronic equipment and a storage medium. One embodiment of the method comprises: acquiring work order description information uploaded by a work order initiator; determining the type of the work order according to the description information of the work order; inquiring the work order processor matched with the determined work order type according to the matching relation between the pre-established work order processor and the work order type; and pushing the work order generated based on the work order description information to the inquired work order processor. The implementation mode provides a work order automatic distribution mechanism based on work order description information, and work order pushing efficiency is improved.
Description
Technical Field
The embodiment of the application relates to the technical field of computers, in particular to a work order pushing method and device, electronic equipment and a storage medium.
Background
At present, a work order system is widely applied to business scenes such as communities, parks, hotels, construction sites and the like. The work order mainly comprises a plurality of nodes of initiation, dispatch, processing and confirmation. The initiator submits the work order, generally, the type of the work order needs to be selected first, a corresponding form is filled according to the type, and the work order is submitted to an administrator after the completion. The administrator assigns the work order to the handler based on the work order type and form content.
The work order distribution mode is characterized in that for an initiator, the definition and the quantity of the work order types are cognitive burdens, the conditions of long selection time, incapability of selection, selection errors and the like are caused, for an administrator, the identification of the work order types and the form contents is cognitive burdens, and the wrong selection of the initiator easily causes assignment errors, causes a series of subsequent reworking and wastes a large amount of time.
Disclosure of Invention
The embodiment of the application provides a work order pushing method and device, electronic equipment and a storage medium.
In a first aspect, some embodiments of the present application provide a work order pushing method, including: acquiring work order description information uploaded by a work order initiator; determining the type of the work order according to the description information of the work order; inquiring the work order processor matched with the determined work order type according to the matching relation between the pre-established work order processor and the work order type; and pushing the work order generated based on the work order description information to the inquired work order processor.
In some embodiments, determining the work order type from the work order description information includes: performing semantic understanding on the work order description information based on a pre-established knowledge graph to obtain a semantic understanding result; and determining the type of the work order according to the semantic understanding result.
In some embodiments, the knowledge-graph comprises a common sense graph, a work order type graph, and/or a knowledge-graph tailored to a specific area of expertise.
In some embodiments, the work order description information includes voice information; and performing semantic understanding on the work order description information based on a pre-established knowledge graph to obtain a semantic understanding result, wherein the semantic understanding result comprises the following steps: and performing semantic understanding on the voice recognition result of the voice information based on the pre-established knowledge graph to obtain a semantic understanding result.
In some embodiments, the work order description information includes a picture message and/or a video message; and determining the type of the work order according to the semantic understanding result, wherein the method comprises the following steps: and determining the type of the work order according to the semantic understanding result and the recognition result of the picture message and/or the video message.
In a second aspect, some embodiments of the present application provide a work order pushing apparatus, the apparatus comprising: the acquiring unit is configured to acquire the work order description information uploaded by the work order initiator; a determination unit configured to determine a work order type from the work order description information; the query unit is configured to query the work order processors matched with the determined work order types according to the matching relation between the pre-established work order processors and the work order types; and the pushing unit is configured to push the work order generated based on the work order description information to the inquired work order processor.
In some embodiments, the determining unit is further configured to: performing semantic understanding on the work order description information based on a pre-established knowledge graph to obtain a semantic understanding result; and determining the type of the work order according to the semantic understanding result.
In some embodiments, the knowledge-graph comprises a common sense graph, a work order type graph, and/or a knowledge-graph tailored to a specific area of expertise.
In some embodiments, the work order description information includes voice information; and a determination unit further configured to: and performing semantic understanding on the voice recognition result of the voice information based on the pre-established knowledge graph to obtain a semantic understanding result.
In some embodiments, the work order description information includes a picture message and/or a video message; and a determination unit further configured to: and determining the type of the work order according to the semantic understanding result and the recognition result of the picture message and/or the video message.
In a third aspect, some embodiments of the present application provide an apparatus comprising: one or more processors; a storage device, on which one or more programs are stored, which, when executed by the one or more processors, cause the one or more processors to implement the method as described above in the first aspect.
In a fourth aspect, some embodiments of the present application provide a computer readable medium having stored thereon a computer program which, when executed by a processor, implements the method as described above in the first aspect.
According to the work order pushing method and device, the electronic equipment and the storage medium, the work order description information uploaded by a work order initiator is obtained; determining the type of the work order according to the description information of the work order; inquiring the work order processor matched with the determined work order type according to the matching relation between the pre-established work order processor and the work order type; the work order generated based on the work order description information is pushed to the inquired work order processor, the work order automatic distribution mechanism based on the work order description information is provided, and the work order pushing efficiency is improved.
Drawings
Other features, objects and advantages of the present application will become more apparent upon reading of the detailed description of non-limiting embodiments made with reference to the following drawings:
FIG. 1 is a diagram of an exemplary system architecture to which some of the present application may be applied;
FIG. 2 is a flow diagram of one embodiment of a work order push method according to the present application;
FIG. 3 is a schematic block diagram of one embodiment of a work order pusher apparatus according to the present application;
FIG. 4 is a block diagram of a computer system suitable for use with a server or terminal implementing some embodiments of the present application.
Detailed Description
The present application will be described in further detail with reference to the following drawings and examples. It is to be understood that the specific embodiments described herein are merely illustrative of the relevant invention and not restrictive of the invention. It should be noted that, for convenience of description, only the portions related to the related invention are shown in the drawings.
It should be noted that the embodiments and features of the embodiments in the present application may be combined with each other without conflict. The present application will be described in detail below with reference to the embodiments with reference to the attached drawings.
FIG. 1 illustrates an exemplary system architecture 100 to which embodiments of the work order pushing method or apparatus of the present application may be applied.
As shown in fig. 1, the system architecture 100 may include terminal devices 101, 102, 103, a network 104, and a server 105. Network 104 is the medium used to provide communication links between terminal devices 101, 102, 103 and server 105. Network 104 may include various connection types, such as wired, wireless communication links, or fiber optic cables, to name a few.
The user may use the terminal devices 101, 102, 103 to interact with the server 105 via the network 104 to receive or send messages or the like. Various client applications, such as work order management applications, internet of things applications, e-commerce applications, property management applications, etc., may be installed on the terminal devices 101, 102, 103.
The terminal apparatuses 101, 102, and 103 may be hardware or software. When the terminal devices 101, 102, 103 are hardware, they may be various electronic devices with display screens, including but not limited to smart phones, tablet computers, laptop portable computers, desktop computers, and the like. When the terminal apparatuses 101, 102, 103 are software, they can be installed in the electronic apparatuses listed above. It may be implemented as multiple pieces of software or software modules, or as a single piece of software or software module. And is not particularly limited herein.
The server 105 may be a server providing various services, for example, a background server providing support for applications installed on the terminal devices 101, 102, and 103, and the server 105 may obtain the work order description information uploaded by the work order initiator through the terminal devices 101, 102, and 103; determining the type of the work order according to the description information of the work order; inquiring the work order processor matched with the determined work order type according to the matching relation between the pre-established work order processor and the work order type; and pushing the work order generated based on the work order description information to the terminal equipment 101, 102 and 103 of the inquired work order processor.
The work order pushing method provided in the embodiment of the present application may be executed by the server 105, or may be executed by the terminal devices 101, 102, and 103, and accordingly, the work order pushing apparatus may be provided in the server 105, or may be provided in the terminal devices 101, 102, and 103.
The server may be hardware or software. When the server is hardware, it may be implemented as a distributed server cluster formed by multiple servers, or may be implemented as a single server. When the server is software, it may be implemented as multiple pieces of software or software modules (e.g., to provide distributed services), or as a single piece of software or software module. And is not particularly limited herein.
It should be understood that the number of terminal devices, networks, and servers in fig. 1 is merely illustrative. There may be any number of terminal devices, networks, and servers, as desired for implementation.
With continued reference to FIG. 2, a flow 200 of one embodiment of a work order push method according to the present application is shown. The work order pushing method comprises the following steps:
In this embodiment, a work order pushing method execution main body (for example, a server or a terminal shown in fig. 1) may first obtain the work order description information uploaded by the work order initiator. The work order description information is used for describing the condition of the work order and can comprise voice information or image information, the work order initiator can describe the actual condition through voice input, the accessory photos and videos are supported, and the quality of the voice information can be improved through loading a noise reduction algorithm when the voice input is carried out.
In this embodiment, the execution subject may determine the type of the work order according to the work order description information obtained in step 201. The execution main body may determine the type of the work order according to a preset rule, and as an example, the execution main body may determine whether the description information of the work order includes key information, and then determine the type of the work order according to a preset correspondence between the key information and the type of the work order. The execution main body can also determine the type of the work order by adopting methods such as semantic analysis and the like through a service scene, for example, the determination of the type of the work order can be realized by training a semantic analysis model or a classification model.
In some optional implementation manners of this embodiment, determining the type of the work order according to the work order description information includes: performing semantic understanding on the work order description information based on a pre-established knowledge graph to obtain a semantic understanding result; and determining the type of the work order according to the semantic understanding result. In some alternative implementations of the present embodiment, the knowledge-graph may include a common sense graph, a work order type graph, and/or a knowledge-graph customized for a field of expertise. The professional field may include a field of property management and the like.
In some optional implementations of this embodiment, the work order description information includes voice information; and performing semantic understanding on the work order description information based on a pre-established knowledge graph to obtain a semantic understanding result, wherein the semantic understanding result comprises the following steps: and performing semantic understanding on the voice recognition result of the voice information based on the pre-established knowledge graph to obtain a semantic understanding result. The semantic understanding method is not limited in this embodiment, and is a technique well known to those skilled in the art, and will not be described herein.
In some optional implementations of this embodiment, the work order description information includes a picture message and/or a video message; and determining the type of the work order according to the semantic understanding result, wherein the method comprises the following steps: and determining the type of the work order according to the semantic understanding result and the recognition result of the picture message and/or the video message. As an example, the execution agent may access a knowledge graph related to semantics, perform semantic understanding on the work order description information through a Natural Language Processing (NLP) technology, recognize a photo or a video by combining an OCR image recognition technology, and comprehensively determine the type of the work order.
The realization mode utilizes technologies such as voice recognition, NLP, knowledge graph and image recognition to reduce cognitive burden for the initiator, does not need to select types and fill in forms, can rapidly initiate and submit work orders, and greatly improves efficiency and user experience. Daily workload is reduced for an administrator, the system distributes work orders automatically, the distribution process can be better supervised, and the efficiency and quality of work order distribution are improved.
And step 203, inquiring the work order processor matched with the determined work order type according to the matching relation between the pre-established work order processor and the work order type.
In this embodiment, the execution main body may query the work order handler matching the work order type determined in step 202 according to a matching relationship between the work order handler and the work order type established in advance. The work order handlers may include handlers, processing teams, and the like. As an example, the establishment of a matching relationship may be accomplished with the work order type based on the worker's work scope and capabilities.
And step 204, pushing the work order generated based on the work order description information to the inquired work order processor.
In this embodiment, the execution subject may push the work order generated based on the work order description information to the work order handler queried in step 203. After the processing party receives the work order, the processing party can process the work order by combining the form content and the actual situation and submit the processing result. And finally, the initiator confirms the processing result and the work order is finished.
The method provided by the embodiment of the application obtains the work order description information uploaded by the work order initiator; determining the type of the work order according to the description information of the work order; inquiring the work order processor matched with the determined work order type according to the matching relation between the pre-established work order processor and the work order type; the work order generated based on the work order description information is pushed to the inquired work order processor, the work order automatic distribution mechanism based on the work order description information is provided, and the work order pushing efficiency is improved.
With further reference to fig. 3, as an implementation of the methods shown in the above-mentioned figures, the present application provides an embodiment of a work order pushing apparatus, which corresponds to the method embodiment shown in fig. 2, and which can be applied to various electronic devices.
As shown in fig. 3, the work order pushing apparatus 300 of the present embodiment includes: an acquisition unit 301, a determination unit 302, an inquiry unit 303 and a pushing unit 304. The acquiring unit is configured to acquire the work order description information uploaded by the work order initiator; a determination unit configured to determine a work order type from the work order description information; the query unit is configured to query the work order processors matched with the determined work order types according to the matching relation between the pre-established work order processors and the work order types; and the pushing unit is configured to push the work order generated based on the work order description information to the inquired work order processor.
In this embodiment, the specific processing of the acquiring unit 301, the determining unit 302, the querying unit 303 and the pushing unit 304 of the work order pushing device 300 may refer to step 201, step 202, step 203 and step 204 in the corresponding embodiment of fig. 2.
In some optional implementations of this embodiment, the determining unit is further configured to: performing semantic understanding on the work order description information based on a pre-established knowledge graph to obtain a semantic understanding result; and determining the type of the work order according to the semantic understanding result.
In some alternative implementations of the present embodiment, the knowledge-graph includes a common sense graph, a work order type graph, and/or a knowledge-graph customized for a field of expertise.
In some optional implementations of this embodiment, the work order description information includes voice information; and a determination unit further configured to: and performing semantic understanding on the voice recognition result of the voice information based on the pre-established knowledge graph to obtain a semantic understanding result.
In some optional implementations of this embodiment, the work order description information includes a picture message and/or a video message; and a determination unit further configured to: and determining the type of the work order according to the semantic understanding result and the recognition result of the picture message and/or the video message.
The device provided by the above embodiment of the application obtains the work order description information uploaded by the work order initiator; determining the type of the work order according to the description information of the work order; inquiring the work order processor matched with the determined work order type according to the matching relation between the pre-established work order processor and the work order type; the work order generated based on the work order description information is pushed to the inquired work order processor, the work order automatic distribution mechanism based on the work order description information is provided, and the work order pushing efficiency is improved.
Referring now to FIG. 4, a block diagram of a computer system 400 suitable for use in implementing a server or terminal of an embodiment of the present application is shown. The server or terminal shown in fig. 4 is only an example, and should not bring any limitation to the functions and the use range of the embodiments of the present application.
As shown in fig. 4, the computer system 400 includes a Central Processing Unit (CPU)401 that can perform various appropriate actions and processes in accordance with a program stored in a Read Only Memory (ROM)402 or a program loaded from a storage section 408 into a Random Access Memory (RAM) 403. In the RAM 403, various programs and data necessary for the operation of the system 400 are also stored. The CPU 401, ROM 402, and RAM 403 are connected to each other via a bus 404. An input/output (I/O) interface 405 is also connected to bus 404.
The following components may be connected to the I/O interface 405: an input section 406 including a keyboard, a mouse, and the like; an output section 407 including a display device such as a Cathode Ray Tube (CRT), a Liquid Crystal Display (LCD), and the like, and a speaker; a storage section 408 including a hard disk and the like; and a communication section 409 including a network interface card such as a LAN card, a modem, or the like. The communication section 409 performs communication processing via a network such as the internet. A driver 410 is also connected to the I/O interface 405 as needed. A removable medium 411 such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, or the like is mounted on the drive 410 as necessary, so that a computer program read out therefrom is mounted into the storage section 408 as necessary.
In particular, according to an embodiment of the present disclosure, the processes described above with reference to the flowcharts may be implemented as computer software programs. For example, embodiments of the present disclosure include a computer program product comprising a computer program embodied on a computer readable medium, the computer program comprising program code for performing the method illustrated in the flow chart. In such an embodiment, the computer program may be downloaded and installed from a network through the communication section 409, and/or installed from the removable medium 411. The computer program performs the above-described functions defined in the method of the present application when executed by a Central Processing Unit (CPU) 401. It should be noted that the computer readable medium described herein can be a computer readable signal medium or a computer readable medium or any combination of the two. A computer readable medium may be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the foregoing. More specific examples of the computer readable medium may include, but are not limited to: an electrical connection having one or more wires, a portable computer diskette, 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. In the present application, a computer readable 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. In this application, however, a computer readable signal medium may include a propagated data signal with computer readable program code embodied therein, for example, in baseband or as part of a carrier wave. Such a propagated data signal may take any of a variety of forms, including, but not limited to, electro-magnetic, optical, or any suitable combination thereof. A computer readable signal medium may also be any computer readable medium that is not a computer readable 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 embodied on a computer readable medium may be transmitted using any appropriate medium, including but not limited to: wireless, wire, fiber optic cable, RF, etc., or any suitable combination of the foregoing.
Computer program code for carrying out operations for aspects of the present application may be written in any combination of one or more programming languages, including an object oriented programming language such as Java, Smalltalk, C + +, and conventional procedural programming languages, such as the C language or similar programming languages. The program code may execute entirely on the user's computer, partly on the user's computer, as a stand-alone software package, partly on the user's computer and partly on a remote computer or entirely on the remote computer or server. In the case of a remote computer, the remote computer may be connected to the user's computer through any type of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or the connection may be made to an external computer (for example, through the Internet using an Internet service provider).
The flowchart and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods and computer program products according to various embodiments of the present application. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of code, which comprises one or more executable instructions for implementing the specified logical function(s). It should also be noted that, in some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. It will also be noted that each block of the block diagrams and/or flowchart illustration, and combinations of blocks in the block diagrams and/or flowchart illustration, can be implemented by special purpose hardware-based systems which perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.
The units described in the embodiments of the present application may be implemented by software or hardware. The described units may also be provided in a processor, and may be described as: a processor includes an acquisition unit, a determination unit, a query unit, and a push unit. Where the names of these units do not in some cases constitute a limitation on the unit itself, for example, the acquisition unit may also be described as a "unit configured to acquire work order description information uploaded by the work order initiator".
As another aspect, the present application also provides a computer-readable medium, which may be contained in the apparatus described in the above embodiments; or may be present separately and not assembled into the device. The computer readable medium carries one or more programs which, when executed by the apparatus, cause the apparatus to: acquiring work order description information uploaded by a work order initiator; determining the type of the work order according to the description information of the work order; inquiring the work order processor matched with the determined work order type according to the matching relation between the pre-established work order processor and the work order type; and pushing the work order generated based on the work order description information to the inquired work order processor.
The foregoing description is only exemplary of the preferred embodiments of the application and is illustrative of the principles of the technology employed. It will be appreciated by those skilled in the art that the scope of the invention herein disclosed is not limited to the particular combination of features described above, but also encompasses other arrangements formed by any combination of the above features or their equivalents without departing from the spirit of the invention. For example, the above features may be replaced with (but not limited to) features having similar functions disclosed in the present application.
Claims (10)
1. A work order push method, comprising:
acquiring work order description information uploaded by a work order initiator;
determining the type of the work order according to the work order description information;
inquiring the work order processor matched with the determined work order type according to the matching relation between the pre-established work order processor and the work order type;
and pushing the work order generated based on the work order description information to the inquired work order processor.
2. The method of claim 1, wherein said determining a work order type from said work order description information comprises:
performing semantic understanding on the work order description information based on a pre-established knowledge graph to obtain a semantic understanding result;
and determining the type of the work order according to the semantic understanding result.
3. The method of claim 2, wherein the knowledge-graph comprises a common sense graph, a work order type graph, and/or a knowledge-graph tailored to a field of expertise.
4. The method of claim 2, wherein the work order description information includes voice information; and
the semantic understanding of the work order description information based on the pre-established knowledge graph to obtain a semantic understanding result comprises the following steps:
and performing semantic understanding on the voice recognition result of the voice information based on a pre-established knowledge graph to obtain a semantic understanding result.
5. The method of claim 2, wherein the work order description information comprises a picture message and/or a video message; and
the determining the type of the work order according to the semantic understanding result comprises:
and determining the type of the work order according to the semantic understanding result and the recognition result of the picture message and/or the video message.
6. A work order pusher device comprising:
the acquisition unit is configured to acquire the work order description information uploaded by the work order initiator;
a determination unit configured to determine a work order type from the work order description information;
the query unit is configured to query the work order processors matched with the determined work order types according to the matching relation between the pre-established work order processors and the work order types;
and the pushing unit is configured to push the work order generated based on the work order description information to the inquired work order processor.
7. The apparatus of claim 6, wherein the determining unit is further configured to:
performing semantic understanding on the work order description information based on a pre-established knowledge graph to obtain a semantic understanding result;
and determining the type of the work order according to the semantic understanding result.
8. The apparatus of claim 7, wherein the knowledge graph comprises a common sense graph, a work order type graph, and/or a knowledge graph tailored to a field of expertise.
9. An electronic device, comprising:
one or more processors;
a storage device having one or more programs stored thereon;
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 1-5.
10. A computer-readable medium, on which a computer program is stored which, when being executed by a processor, carries out the method according to any one of claims 1-5.
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| CN202210113023.8A CN114610895A (en) | 2022-01-30 | 2022-01-30 | Work order pushing method and device, electronic equipment and storage medium |
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| CN202210113023.8A CN114610895A (en) | 2022-01-30 | 2022-01-30 | Work order pushing method and device, electronic equipment and storage medium |
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Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN115796494A (en) * | 2022-11-16 | 2023-03-14 | 北京百度网讯科技有限公司 | Work order processing method and work order information display method for unmanned vehicle |
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Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN115796494A (en) * | 2022-11-16 | 2023-03-14 | 北京百度网讯科技有限公司 | Work order processing method and work order information display method for unmanned vehicle |
| CN115796494B (en) * | 2022-11-16 | 2024-03-29 | 北京百度网讯科技有限公司 | Work order processing method and work order information display method for unmanned vehicle |
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