CN104599075B - A kind of establishment of professional guidance case library and update method, professional guidance method - Google Patents
A kind of establishment of professional guidance case library and update method, professional guidance method Download PDFInfo
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Abstract
The present invention provides establishment and update method, the professional guidance method of a kind of professional guidance case library, wherein, the establishment of professional guidance case library and update method include：Service business is created using genetic algorithm and instructs case library, and instructs case library to be updated service business during new case storage.In terms of case library is instructed in establishment, the present invention has taken into full account the common type of service business, and make establishment instructs case library to have good practicality, and very useful guiding value can be brought to service business staff；In terms of case library is instructed in renewal, the present invention has taken into full account that new, old business likely relates to different regions, the situation of different service types, make to instruct case library that always there is newest, most comprehensive case, also enable to instruct case library while meeting the different needs for the staff for being related to new, old business；The present invention has very great help to improving business processing efficiency, saving traffic handling time, lifting service quality aspect tool.
Description
Technical field
The present invention relates to service business field, in particular it relates to a kind of establishment of professional guidance case library and update method,
Professional guidance method.
Background technology
95598 be the customer-oriented service window of power supply enterprise, be with the public, service object's communication it is direct
Channel, is also to build harmonious for the vital link of power utilization environment, with community service supervision and the increasing of customer service demand
By force, the service quality to 95598 business it is also proposed higher requirement.
Before being drawn in 95598 business, in order to provide professional guidance to electric service operational staff, generally by artificial right
The case summary of miscellaneous service type, which is sorted out to be formed, instructs case, and this method, which is fully relied on, to be accomplished manually, inefficiency, safeguards
Cost is high.
After being drawn in 95598 business, the business of each provincial company is concentrated to Guo Wang Customer Service Centers, by state's net customer service
Centre punch one accepts and paid a return visit, replys, and provincial company Customer Service Center is changed to remote work station by call center, and function is by straight
Business of answering, which is accepted, is changed into single turn of vocational work group, tracking, supervisor, examination ＆ verification, feedback, and Guo Wang Customer Service Centers are by the industry accepted
Business is fabricated to vocational work list, then is handed down to each provincial remote work station, city-level remote work station successively and is handled, and has handled
Cheng Houzai feeds back the netter family service centre that comes back home.
After being drawn in 95598 business, in order to ensure the electric service business personnel of each province, city-level remote work station can be ripe
Practice the handling process for grasping miscellaneous service job note, each provincial electric power company more needs to carry out before hilllock electric service business personnel
System training and manipulation exercise, but due to the transformation of mode of operation, artificial summarize instructs case more complicated, gives training band
Great difficulty is carried out.
In addition, with the appearance of new policy, the business that can constantly have new type occurs, and to electric service, business personnel is skilled
It can accurately be strained when grasping flow, being connected to all kinds vocational work list and bring many difficulties.
The content of the invention
The main purpose of the embodiment of the present invention is establishment and update method, the business for providing a kind of professional guidance case library
Guidance method, on the one hand the case that completion has been handled in service business field is screened, summarize shape using genetic algorithm
Into case library is instructed, so that service business staff is when being subsequently connected to business, it can inquire about and existing case as reference class
Example, on the other hand constantly utilizes new case, new business to instructing case library to be updated, makes to instruct case library always to have follow-up
There is newest, most comprehensive case, the need for meeting various service business.
To achieve these goals, the embodiment of the present invention provides establishment and the update method of a kind of professional guidance case library,
Including：
Service business is created as follows instructs case library：
Step A, according to the characteristics of service business, determines some alternative keywords；
Some alternative keywords are set up initial population by step B as individual；
Step C, current population is defined as by the population of new generation currently produced, calculates the near of each individual in current population
Phase accounting and total accounting, its near-mid term accounting refer to that, with ratio of the individual case in recent case source, total accounting refers to
Ratio with the individual case in total case source；Wherein, the recent case source is that the service business instructs case by establishment
The summation of the service business case occurred during example storehouse in first time period, total case source is that the service business is instructed by establishment
The summation of the service business case occurred during case library in second time period, the duration of the first time period is less than described second
The duration of period；
All individuals in current population are sorted according to the ascending order order of recent accounting, following fitness function meter is utilized
Calculate the fitness of each individual in current population：
Wherein, i is sequence sequence number of the individual in current population, and PO (i) is serial number i individual recent accounting, AO
(i) be serial number i individual total accounting, ft (i) is serial number i individual fitness, and T is threshold value, and CR (i) is serial number
I individual matching factor；
Step D, judges whether to meet preset termination condition, if so, then performing step F, otherwise performs step E；
Step E, genetic manipulation is performed according to the individual fitness of each in current population to current population, new to produce
Generation population, and return to step C continues executing with；Wherein, when step C is performed for the first time, current population is the initial population；
Step F, regard the individual in current population when meeting preset termination condition as optimal keyword；
Step G, for each optimal keyword, creates a case set, and search carries this most in total case source
The case of excellent keyword, the case searched is preserved into the corresponding case set of the optimal keyword；
Step H, for each case set, determines the regional and affiliated industry that each case occurs in the case set
Service type, creates some case example sets in the case set, and areal will be betided in the case set and belongs to same
A kind of case of type of service is stored in same case example set, and the case in different case example sets betides different ground
Area and/or belong to different types of service；Purified treatment is carried out to each case example set, it is only retained a case,
Delete remaining case；
Step I, is that each case set creates an incidence relation, the incidence relation is corresponding most by the case set
The corresponding area of all case example sets and each case example set and type of service in excellent keyword, the case set
It is associated；
Step J, is combined into service business using the corresponding casebook of all optimal keywords and instructs case library；
Service business is updated as follows instructs case library：
Step a, creates new business storehouse；When there is new business to reach the standard grade, all regions that the new business is related to are determined and all
Type of service, and determine keyword for the new business；In the new business storehouse new business is created for the keyword of the new business
Set, and create in the new business subclass some new business subclass, the areal that new business is related to and same
Plant type of service to be stored in same new business subclass, the different regions that different new business subclass storage new business are related to
And/or different service types；An incidence relation is created for the new business set, by the keyword of the new business, the new business
The all regions and all types of service being related to are associated；
Step b, judges that the service business instructs to whether there is with the keyword identical of the new business most in case library
Excellent keyword, if so, the optimal keyword of keyword identical with the new business is then defined as the optimal keyword of old business, and
Determine whether area that the new business is related to and type of service whether with associated by the old optimal keyword of business it is regional,
Type of service, which exists, to be overlapped, and is overlapped if existing, it is determined that overlapped area, overlapped type of service, and will the optimal pass of old business
The case example set associated with the coincidence area and coincidence type of service in the corresponding case set of key word is by read-write mode
It is revised as a reading mode；
Step c, when there is new case storage, determines the regional and affiliated type of service that the new case occurs；Search
Whether keyword in new business storehouse is carried in the new case, if it is not, step d is then performed, if so, then performing step e；
Step d, searches for the optimal keyword carried in the new case and its corresponding case set, and in the case set
The middle determination case example set associated with the regional and affiliated type of service that the new case occurs, by the case searched
Subclass is defined as goal-trail example set, performs step j；
Step e, qualifying key word is defined as by the keyword in the new business storehouse carried in the new case, then by the new case
Regional and affiliated type of service each new business subclass corresponding with qualifying key word that example occurs is matched, if not depositing
In the new business subclass that the match is successful, then step d is performed, if in the presence of the new business subclass that the match is successful, pre-selection is closed
Key word is defined as selecting keyword eventually, and determines whether whether the new business subclass that the match is successful has been labeled, if having marked
Note, then perform step f, if unmarked, performs step g, and the new business subclass that the match is successful is marked；
Step f, instructs in case library search and the end to select the optimal keyword of keyword identical to service business, and
The regional and affiliated type of service that the continuous search of the corresponding case aggregate relay of optimal keyword searched occurs with new case
Case example set associated and for read-write mode, is defined as goal-trail example set by the case example set searched, holds
Row step j；
Step g, instructs search in case library to select the optimal pass of keyword identical with the presence or absence of with the end to service business
Key word, if it is not, step h is then performed, if so, then performing step i；
Step h, it is new to create an optimal keyword, make it select keyword identical with the end, and be the optimal of the new establishment
Keyword creates case set, and the new case is stored in this new by the establishment case example set in the case set newly created
In the case example set of establishment；An incidence relation is created for the case set of the new establishment, for by the optimal pass of the new establishment
The regional and affiliated type of service that key word, the case example set of the new establishment and the new case occur is associated；
Step i, determines to select the optimal keyword of keyword identical corresponding with the end in service business instructs case library
Case set, and continue search for wherein with new case occur regional and affiliated type of service it is associated and be reading
The case example set of WriteMode, goal-trail example set is defined as by the case example set searched, performs step j；
Step j, is updated using new case to the goal-trail example set.
Accordingly, the present invention also provides a kind of professional guidance method, including：
Store and instruct the establishment of case library and update method to be created and updated using foregoing service business
Service business instructs case library；
The area for the service business is instructed to the optimal keyword in case library, being related to and type of service are with optional side
Formula is presented to user；Wherein, the optional mode is with the shape of option by optimal keyword, the area being related to and type of service
Formula is presented to user, is selected for user；
When receiving optimal keyword, area and the type of service of user's selection, following operation is performed：
In the service business instructs case library, optimal keyword, area and business that search is selected with the user
The case example set of type matching；
Export the case in the case example set searched.
Accordingly, the present invention also provides another professional guidance method, including：
Store and instruct the establishment of case library and update method to be created and updated using foregoing service business
Service business instructs case library；
The service business is instructed the optimal keyword in case library, type of service are presented to use in optional mode
Family；Wherein, the optional mode is that optimal keyword, type of service are presented into user in the form of option, is selected for user
Select；
When receiving optimal keyword and the type of service that user is selected by remote work station, following operation is performed：
Obtain the location of the remote work station；
In the service business instructs case library, the optimal keyword and type of service of search and user selection,
And the case example set that the location of the remote work station matches；
Export the case in the case example set searched.
By means of above-mentioned technical proposal, in terms of case library is instructed in establishment, the present invention is closed using genetic algorithm screening is optimal
As a result of specific fitness function during key word so that the optimal keyword finally filtered out can reflect very long by one in the past
The case frequently occurred in section period, and the case frequently occurred in recent shorter one period can be reflected, it is this
Screening technique has taken into full account the common type of service business so that establishment instructs the case library to have good practicality, energy
It is enough that very useful guiding value is brought to service business staff；In terms of case library is instructed in renewal, the present invention is using newly
Business library preserves the relevant information of new business, when there is new case storage after new business is reached the standard grade again, sentences first with new business storehouse
Whether disconnected new case belongs to new business, the new case to belonging to new, old business, is arranged this invention takes the processing of different storages
Apply, this storage treatment measures have taken into full account that new, old business likely relates to different regions, the situation of different service types,
While case library is instructed in renewal, not only make to instruct case library that always there is newest, most comprehensive case, also make to instruct case
Storehouse can meet the different needs for the staff for being related to new, old business simultaneously；The present invention can not only make service business work people
Member is sparing of one's energy in terms of miscellaneous service processing is grasped, and to improving business processing efficiency, saving traffic handling time, lifting
Tool has very great help in terms of service quality.
Brief description of the drawings
In order to illustrate more clearly about the embodiment of the present invention or technical scheme of the prior art, embodiment will be described below
In required for the accompanying drawing that uses be briefly described, it should be apparent that, drawings in the following description are only some of the present invention
Embodiment, for those of ordinary skill in the art, on the premise of not paying creative work, can also be attached according to these
Figure obtains other accompanying drawings.
Fig. 1 is the schematic flow sheet for creating the method that service business instructs case library；
Fig. 2 is the schematic flow sheet that genetic manipulation is carried out to population；
Fig. 3 is the structured flowchart that service business instructs case library；
Fig. 4 is the structured flowchart in new business storehouse；
Fig. 5 (a) is renewal operating process schematic diagram when new business is reached the standard grade；
Renewal operating process schematic diagram when Fig. 5 (b) is new case storage；
Fig. 6 is a kind of schematic flow sheet of service business guidance method；
Fig. 7 is the schematic flow sheet of another service business guidance method.
Embodiment
Below in conjunction with the accompanying drawing in the embodiment of the present invention, the technical scheme in the embodiment of the present invention is carried out clear, complete
Site preparation is described, it is clear that described embodiment is only a part of embodiment of the invention, rather than whole embodiments.It is based on
Embodiment in the present invention, it is every other that those of ordinary skill in the art are obtained under the premise of creative work is not made
Embodiment, belongs to the scope of protection of the invention.
In order to preferably explain the present invention, the creation method and update method that service business is instructed into case library below are separated
Illustrate.
Service business instructs the creation method of case library
The present invention provides a kind of method that establishment service business instructs case library, it is adaptable to various types of service business necks
Domain, it is electric service business to include but is not limited to, such as applying also for water services business, supply service business.
As shown in figure 1, the establishment service business instructs the method for case library to include：
Step S101, according to the characteristics of service business, determines some alternative keywords.
When it is implemented, according to be applicable service traffic class, determining that several can reflect that this type of service business is special
The word of color alternately keyword, for example, for electric service business, it may be determined that following alternative keyword：Have a power failure, again
Electricity, step price, electric automobile, photovoltaic generation, meter reading, low voltage, power stealing, family's Electricity damage, arrearage, promise breaking electricity consumption, electricity charge hair
Ticket, breakdown repair ... etc..
Some alternative keywords are set up initial population by step S102 as individual.
The individual amount of initial population is the alternative keyword quantity determined in step S21, for example, the individual of initial population
Quantity is 100, i.e. 100 alternative keywords are determined in step S21.The individual amount of initial population should be set according to actual needs
Put, it is excessive, amount of calculation can be caused to increase, it is too small then not cover all words with typical representative, or need
End condition could be met by producing more population algebraically.
Step S103, current population is defined as by the population of new generation currently produced, calculates each individual in current population
Recent accounting and total accounting, its near-mid term accounting refer to carry ratio of the individual case in recent case source, total accounting
Refer to carry ratio of the individual case in total case source；
All individuals in current population are sorted according to the ascending order order of recent accounting, following fitness function meter is utilized
Calculate the fitness of each individual in current population：
Wherein, i is sequence sequence number of the individual in current population, and PO (i) is serial number i individual recent accounting, AO
(i) be serial number i individual total accounting, ft (i) is serial number i individual fitness, and T is threshold value.
Step S104, judges whether to meet preset termination condition, if so, then performing step S106, otherwise performs step
S105。
Step S105, genetic manipulation is performed according to the individual fitness of each in current population to current population, to produce
A new generation population is given birth to, and return to step S103 is continued executing with；Wherein, when step S103 is performed for the first time, current population is described
Initial population.
Step S106, regard the individual in current population when meeting preset termination condition as optimal keyword.
Described " total case source " is to instruct the timing node of case library to be by creating service business in above step S103
Only, the business case summation that this service business field is received in the longer second time period of span, " recent case source " is to cut
Untill creating service business and instructing the timing node of case library, this service business field is in the shorter first time period of span
The business case summation received.For example, in electric service business scope, " total case source " includes instructing by establishment service business
All business cases that the past 2 to three years (being only for example herein) receives during case library, " recent case source " is included by establishment clothes
All business cases that one season of past (being only for example herein) receives during business professional guidance case library.
It should be noted that when implementing the present invention, the term " very first time being related in step S102~step S106
Section ", " second time period ", " threshold value " can go to select suitable value according to actual conditions, such as recent case source corresponding the
One period can be a season or 1 year, and the corresponding second time period in total case source can be 2 years or 3 years, for comparing
The threshold value of recent accounting and total accounting difference can be 5% or 10%, and described above is only the specific embodiment of the present invention,
The protection domain being not intended to limit the present invention, within the spirit and principles of the invention, selects other any attributes all should
Within protection scope of the present invention.
" preset termination condition " described in above step S106 can be designed as population recruitment algebraically and reach a certain preset
Value, for example, end condition is to stop when generating the 500th generation population；Own in addition, end condition may be designed in population
The fitness average value of individual reaches a certain preset value.
Above step S102~step S106 effect is that optimal pass is filtered out from alternative keyword using genetic algorithm
Key word.
If the recent accounting of a certain individual (alternative keyword) is higher, illustrate with the individual case in recent case source
The number of times of middle appearance is more, all individuals in current population is ranked up according to the order of recent accounting from small to large, then
The bigger individual of recent accounting, more rearward, the individual amount come before it is also more for its sequence number；If a certain individual total
Accounting is higher, illustrates that the number of times occurred in total case source with the individual case is more.
Due to ft (i)=CR (1)+CR (2)+CR (3) ...+CR (i-1)+CR (i), therefore, the bigger individual of sequence number is received
The matching factor entered during its fitness is calculated is more；The smaller individual of sequence number, the matching factor included during its fitness is calculated is got over
It is few；When serial number i individual, during its matching factor CR (i)=1, the individual fitness be more than come it is any one before it
Individual fitness；When serial number i individual, during its matching factor CR (i)=0, the individual fitness will not be less than row
Any one individual fitness before it；That is, the larger individual of sequence number, its fitness is likely to also larger,
The probability being retained in population also can be higher.
The fitness function of present invention design as shown in Equation 1, the purpose is to screen optimal keyword according to following principle：
(1) accounting PO (i), total accounting AO (i) are larger in the recent period, and PO (i) and AO (i) absolute difference is less than or equal to
Threshold value T, then CR (i)=1, individual sequence number i is larger, also has some less individuals of sequence number before the individual, then Some sequence numbers are smaller before being the equal of the individual matching factor CR (i) and coming the individual
Individual matching factor sum, i.e. ft (i)=CR (1)+CR (2)+CR (3) ...+CR (i-1)+1, the individual fitness
Ft (i) will necessarily be more than the fitness for coming the several body before the individual, and its retained probability is also greater than coming this
Several body before body.
Such case can be construed to：The frequency that occurs with the individual case in recent case source and in total case source
The frequency of appearance is all higher, belongs to the case type that recent (i.e. first time period) is frequently occurred, while when being also very long one section
Between since (i.e. second time period) case type for frequently occurring, illustrate often run into service business personnel's routine work and carry
The individual case, with stronger directive significance, this kind of individual ought to be retained in breeding in population and arrive the next generation, and pass through public affairs
The fitness function of formula 1 is calculated, and this kind of individual fitness is larger, and the probability of reservation is also corresponding larger.
For example, in electric service business scope, consulting or complaint are always higher about the traffic frequencies of " step price ", this
The corresponding keyword of class business just belongs to above-mentioned (1) and plants situation.
(2) accounting PO (i) is larger in the recent period, but total accounting AO (i) is smaller, and PO (i) and AO (i) absolute difference is more than threshold
Value T, then CR (i)=0, individual sequence number i is larger, also has some less individuals of sequence number before the individual, then Some sequence numbers are less individual before being the equal of the individual matching factor CR (i) and coming the individual
Matching factor sum, i.e. ft (i)=CR (1)+CR (2)+CR (3) ...+CR (i-1)+0, the individual fitness ft (i) is inevitable
Some smaller individual fitness of sequence number before coming the individual will not be less than, its retained probability, which will not also be less than, comes this
Several body before individual.
Such case can be construed to：The frequency occurred with the individual case in recent case source is higher, but total
The frequency occurred in case source is relatively low, belongs to the case type that recent (i.e. first time period) is frequently occurred, but not very long one section
(i.e. second time period) often occurs since time, illustrates that service business personnel can be often run into this in recent work
The case of body, is likely to frequently encounter later, and with stronger directive significance, this kind of individual ought to be retained in population
The next generation is bred, and is calculated by the fitness function of formula 1, this kind of individual fitness is also larger, the probability of reservation
It is corresponding larger.
For example, because the electricity consumption facility that power supply enterprise belongs to user to property right provides installation, debugging, maintenance and safeguards service
The cost occurred is not included in sales rate of electricity, should carry out paid service, with clear and definite power supply enterprise and electricity consumer
The right and duty of both sides, can further improve power supply quality level.The power supply of Hebei Price Control Administration of Shanxi Province specification in 2014
Service charge, the associated documents that State Grid Jibei Electric Power Co., Ltd. issues according to country and Hebei province, performs " paid service " industry
Business, the business can visit paid service to there is the client of need for electricity to provide, before this business is released, staff seldom or
Almost do not received the business on " paid service ", and after this business is released, staff just often receive on
The business of " paid service ", the corresponding keyword of this kind of business just belongs to above-mentioned (2) and plants situation.
(3) accounting PO (i) is smaller in the recent period, but total accounting AO (i) is larger, and PO (i) and AO (i) absolute difference is more than threshold
Value T, then CR (i)=0, individual sequence number i is smaller, and the smaller individual amount of sequence number is less before coming the individual, and ft (i)=
CR (1)+CR (2) ...+CR (i-1)+0, the individual fitness ft (i) is also smaller, and its retained probability is also corresponding smaller.
Such case can be construed to：The frequency occurred with the individual case in total case source is higher, but recent
The frequency occurred in case source is relatively low, and (i.e. second time period) often occurs since belonging to a very long time, but recent (i.e. first
Period) the less case type of the frequency of occurrences, illustrate that service business personnel are commonly encountered band in a very long time back warp before
There is the individual case, but rarely encounter in the recent period, less, this kind of individual can be eliminated directive significance in population genetic, and
Calculated by the fitness function of formula 1, this kind of individual fitness is smaller, the probability of reservation is also corresponding smaller.
For example, before the appearance of " step price " policy, staff often receives the industry on " unified electricity price "
Business, and with the appearance of " step price " new policy, staff will not receive on " unified electricity again substantially
Valency "
Business, " unified electricity price " has been gradually backed out the arena of history, and the case on " unified electricity price " is to following work
Almost without actual directive significance, the corresponding keyword of this kind of business just belongs to above-mentioned (3) and plants situation.
(4) accounting PO (i), total accounting AO (i) are smaller in the recent period, and PO (i) and AO (i) absolute difference is less than or equal to
Threshold value T, CR (i)=1, individual sequence number i is smaller, and the smaller individual amount of sequence number is less before coming the individual, and ft (i)=
CR (1)+CR (2) ...+CR (i-1)+1, the individual fitness ft (i) is also smaller, and its retained probability is also corresponding smaller.
Such case can be construed to：The frequency occurred in total case source and recent case source with the individual case compared with
It is small, (i.e. second time period) and the less case of recent (i.e. first time period) frequency of occurrences since belonging to a very long time
Type, illustrates that service business personnel are rarely encountered with the individual case in a very long time before and in the recent period,
Less, this kind of individual can be eliminated directive significance in population genetic, and be calculated by the fitness function of formula 1, this kind of
The fitness of individual is smaller, and the probability of reservation is also corresponding smaller.
For example, the business on " photovoltaic power generation grid-connecting " belongs to commercial power effort category, residential electricity consumption service field
Staff can seldom receive the business on " photovoltaic power generation grid-connecting ", and the case of this kind of business is for residential electricity consumption service field
Staff almost without directive significance, the corresponding keyword of this kind of business just belongs to above-mentioned (4) and plants situation.
Step S107, for each optimal keyword, creates a case set, and search, which is carried, in total case source is somebody's turn to do
The case of optimal keyword, the case searched is preserved into the corresponding case set of the optimal keyword.
Step S108, for each case set, determines that each case in the case set occurs regional and affiliated
Type of service, some case example sets are created in the case set, areal and category will be betided in the case set
It is stored in the case of same type of service in same case example set, the case in different case example sets betides difference
Area and/or belong to different types of service；Purified treatment is carried out to each case example set, it is only retained a case
Example, deletes remaining case.
Specifically, in typing case, each case can set two label informations, it is the area that case occurs respectively
And affiliated type of service, so, when case is put in storage, it is possible to by the two label informations obtain its occur area and
Affiliated type of service.
For electric service business, common type of service has：Complaint business, report business, opinion business, suggestion industry
Business, praise business, service request business etc..
The institute that a certain optimal keyword is carried in total case source is contained in the case set obtained by above-mentioned steps S107
There is case, therefore each case set is likely to include the case of very multi-quantity, and included in same case set
Multiple cases are likely to repeated and redundant in terms of guiding value, it is contemplated that this point, and the present invention is in step S108 to every
The regional and affiliated type of service that one case set occurs according to case is divided, and creates some case example sets,
With distinguish betide different regions, different service types case, then again to each case example set carry out purified treatment,
Delete redundancy case.Preferably, the purified treatment carried out to case example set can be in the following way：To in case example set
Whole cases according to time-sequencing, retain its middle-range and create the case that the service business instructs recently to occur during case library, delete
Except remaining case.
It should be noted that when implementing the present invention, can go to select suitable mode according to actual conditions to case example
Set progress purified treatment, described above " retain its middle-range and create the case that the service business instructs recently to occur during case library,
Delete remaining case " it is only specific embodiment of the invention, the protection domain being not intended to limit the present invention is all in this hair
Within bright spirit and principle, other any purified treatment modes are selected to should be included in the scope of the protection.Example
Such as, retain wherein earliest/case for occurring the latest, delete remaining case.
, can be in the following way during step S108 establishment case example sets：All case hairs in case set are integrated first
Raw regional and affiliated type of service, each department and miscellaneous service type are respectively combined, and are then combined for each
Create corresponding case example set.For example, the area that all cases occur in comprehensive a certain case set, be related to Beijing, Hebei,
Shandong, four, Liaoning province, the type of service in the comprehensive case set belonging to all cases, be related to complaint, report, praise,
Apply for four business, after being respectively combined, form 16 combinations (Beijing+complaint, Beijing+report, Beijing+praise, Beijing
+ application ... Liaoning+complaint, Liaoning+report, Liaoning+praise, Liaoning+application), then create corresponding for each combination
Case example set.
Step S109, is that each case set creates an incidence relation, the incidence relation is corresponding by the case set
Optimal keyword, all case example sets in the case set and each case example set it is corresponding area and business
Type is associated.
The incidence relation created in the step instructs case library to prepare primarily to subsequently updating service business.
Step S110, is combined into service business using the corresponding casebook of all optimal keywords and instructs case library.
By create complete the service business instruct case library storage into server, and by all optimal keywords,
Area and type of service are presented to service business staff in the form of option, when service business staff runs into a certain business
When wanting to look up similar case, optimal keyword, area and type of service are selected according to actual needs, and server can arrive service
The case example set that optimal keyword, area and the type of service selected with user matches is transferred in professional guidance case library,
Then the case exported in the case set is referred to for service business staff.
The algorithm that the present invention is used to the genetic manipulation performed in above step S105 is not especially limited, that is,
Say, when implementing the present invention, on the premise of fitness is calculated based on above-mentioned formula 1, any commonly employed genetic manipulation can be selected
Algorithm is updated to population, and optimal keyword this purpose is filtered out from alternative keyword as long as can reach.
In a kind of preferred embodiment, as shown in Fig. 2 above step S105 includes following sub-step：
Step S1051, calculates the average value of all individual fitness in the parent population of current population.
Step S1052, for each individual in current population, judges whether the individual fitness is less than parent kind
The average value of all individual fitness in group, if so, the individual then is defined as into unqualified individual.
Step S1053, gives up all unqualified individuals from current population.
Step S1054, performs genetic manipulation, to produce population of new generation to remaining individual in current population.
Wherein, for initial population, because it does not have parent population, it is necessary to which special treatment, when performing step S1051, is incited somebody to action
Initial population is regarded as the average value that its parent population calculates all individual fitness again in itself.
For example, the average value of all individual fitness is 2 in parent population, the situation of current population is as shown in table 1 below,
Wherein, unqualified individual is " website service ", and remaining individual is " testing table ", " paid service ", " frequently having a power failure ".
Table 1
| Individual | Website service | Test table | Paid service | Frequently have a power failure |
| Recent accounting PO | 3% | 5% | 12% | 17% |
| Sequence number | 1 | 2 | 3 | 4 |
| Total accounting AO | 1% | 4% | 1% | 13% |
| Matching factor CR | 1 | 1 | 0 | 1 |
| Fitness ft | 1 | 2 | 2 | 3 |
In a kind of preferred embodiment, the present invention is entered using genetic manipulations such as following duplication, intersection, variations to population
Row breeding：
1st, replicate
Deleted from current population after unqualified individual, remaining individual in current population is replicated, makes residue
Individual be all introduced into population of new generation.
2nd, intersect
Preset crossing condition；Deleted from current population it is unqualified individual after, by any two in current population
The remaining individual for meeting default crossing condition carries out combined crosswise, produces and intersects individual；Utilize the fitness function meter of formula 1
Calculate the fitness for intersecting individual；Judge whether the fitness for intersecting individual is more than or equal to all individual adaptations in parent population
The average value of degree, if so, then making the intersection individual enter in population of new generation.
Wherein, the crossing condition pre-set is as follows：Pre-set a crossover probability (span is generally 0.5~
0.95), remaining individual generates the floating number between a 0-1 in before being intersected first to current population, and this floating number is small
Intersected in the individual of crossover probability.
For example, in current population, the remaining individual for meeting crossing condition is " website service " and " repairing quality ", then right
The two individuals carry out cross processing, and the intersection individual of generation is " Website quality ", " repairing service ".Calculated further according to formula 1
Intersect the fitness of individual, as shown in table 2, the fitness of " repairing service " is equal to all individual fitness in parent population
Average value 2, is retained, enters in population of new generation.
Table 2
| Intersect individual | Website quality | Repairing service |
| Recent accounting PO | 0 | 3% |
| Sequence number | 1 | 2 |
| Total accounting AO | 0 | 4% |
| Matching factor CR | 1 | 1 |
| Fitness ft | 1 | 2 |
3rd, make a variation
Preset variation condition；Deleted from current population after unqualified individual, each in current population is accorded with
The remaining individual for closing default variation condition enters row variation, produces variation individual；Variation individual is calculated using fitness function
Fitness；Judge whether the fitness of variation individual is more than or equal to the average value of all individual fitness in parent population,
If so, then making the variation individual enter in population of new generation.
Wherein, the variation condition pre-set is as follows：Pre-set a mutation probability (span is generally 0.01~
0.1), remaining individual generates the floating number between a 0-1 in before entering row variation first to current population, and this floating number is less than
The individual of mutation probability enters row variation, and the specific gene location of variation is determined by generating a random number.
For example, in current population, the remaining individual for meeting variation condition is " testing table ", then enters row variation to this individual
Processing, the variation individual of generation is " electrical verification ", " tabling look-up ".The fitness of variation individual is calculated further according to formula 1, as shown in table 3,
The fitness of " tabling look-up " is equal to the average value 2 of all individual fitness in parent population, is retained, enters population of new generation
In.
Table 3
| Intersect individual | Electrical verification | Table look-up |
| Recent accounting PO | 1% | 2% |
| Sequence number | 1 | 2 |
| Total accounting AO | 0 | 4% |
| Matching factor CR | 1 | 1 |
| Fitness ft | 1 | 2 |
Above service business instructs the creation method of case library, using genetic algorithm screen optimal keyword when due to use
Specific fitness function so that the optimal keyword finally filtered out can reflect frequently to be gone out in very long one period in the past
Existing case, and the case frequently occurred in recent shorter one period can be reflected, this screening technique is fully examined
The common type of service business is considered so that establishment instructs case library to have good practicality, can be worked to service trade
Very useful guiding value is brought as personnel.
Service business instructs the update method of case library
Using the creation method of aforementioned service professional guidance case library, the service business being created that instructs case library to have such as
Form shown in Fig. 3, the present invention instructs case library to provide following update method for the service business created.
Step S500~step S502 is related to renewal operation when new business is reached the standard grade, and such as Fig. 5 (a) show the renewal of this part
The schematic flow sheet of operation：
Step S500, is pre-created new business storehouse.
Step S501, when there is new business to reach the standard grade, determines all regions and all types of service that the new business is related to, and
Keyword is determined for the new business；New business set is created for the keyword of the new business in the new business storehouse being pre-created,
And some new business subclass are created in new business set, each new business subclass is used to store one that new business is related to
Regional and a kind of type of service, different regions and/or different service types that different new business subclass storage new business are related to；
An incidence relation, all regions that the keyword of the new business, the new business are related to and institute are created for the new business set
There is type of service to be associated.It is illustrated in figure 4 the schematic diagram in new business storehouse.
For example, when new business " paid service " is reached the standard grade, the area that the new business is related to includes：Tangshan, Zhangjiakou, Qin emperor
Island, Chengde, Langfang, affiliated type of service are " service request business ", then it is " paid clothes that keyword is created in new business storehouse
The new business set of business ", and 5 new business subclass are created in the new business set, as shown in table 4.
Table 4
Specifically, for service business field, new business is often reached the standard grade with the appearance of new policy, new business is determined
During keyword, core vocabulary can be determined, if this core vocabulary can use service business by analyzing the content of new policy
The a certain optimal keyword in case library is instructed to represent, i.e., service business instructs a certain optimal keyword and the core in case library
The implication of vocabulary closely, then can be from keyword of this optimal keyword as new business.When it is implemented, can be with
By the artificial content for participating in analysis new policy, determine core vocabulary, determination and the immediate optimal keyword conduct of core vocabulary
The keyword of new business.
Step S502, judges that service business is instructed in case library with the presence or absence of optimal with the keyword identical of the new business
Keyword, if so, there is corresponding old business before then illustrating the new business, now by the keyword identical with the new business
Optimal keyword is defined as the optimal keyword of old business, and determines whether whether are area that the new business is related to and type of service
Exist with the area associated by the optimal keyword of old business, type of service and overlaps, overlapped if existing, it is determined that overlapped regional, again
Type of service is closed, and will be associated in the corresponding case set of the optimal keyword of old business with overlapping area and overlapping type of service
Case example set a reading mode is revised as by read-write mode.
Specifically, when establishment service business instructs case library, each case example set is arranged to read-write mode, i.e.,
It can be updated and called, but with the appearance of new business, some case example sets belong to old business, although sometimes also
Called out and referred to by staff, but no longer need to update, the purpose for being set to a reading mode is only to allow to adjust
With being no longer updated.
Step S503~step S510 is related to renewal operation during new case storage, and such as Fig. 5 (b) show the renewal of this part
The schematic flow sheet of operation：
Step S503, when there is new case storage, determines the regional and affiliated type of service that new case occurs；Search should
The keyword in new business storehouse whether is carried in new case, if it is not, then illustrating that new case is not belonging to new business, belongs to old business,
Step S504 is now performed, if so, then illustrating that new case may belong to new business, step S505 is now performed.
Step S504, searches for the optimal keyword carried in the new case and its corresponding case set, and in the case
Determine that the case example set associated with the regional and affiliated type of service that new case occurs (must be read-write mould in set
Formula), the case example set searched is defined as goal-trail example set, step S510 is performed.
Step S505, qualifying key word is defined as by the keyword in the new business storehouse carried in the new case, then should
Regional and affiliated type of service each new business subclass corresponding with qualifying key word that new case occurs is matched, if
In the absence of the new business subclass that the match is successful, then illustrate that new case belongs to old business, now perform step S504；If in the presence of
With successful new business subclass, then qualifying key word is defined as selecting keyword eventually, and determine whether what the match is successful for this
Whether new business subclass has been labeled, if marked, illustrates the area+industry stored in the new business subclass before this
Service type had occurred, and performs step S506, if unmarked, illustrates the ground stored in the new business subclass before this
Area+type of service never occurred, and performed step S507, and the new business subclass that the match is successful is marked.
Specifically, the present invention is by the way that new business subclass is marked, to represent what is stored in the new business subclass
Area+type of service had occurred；For not having markd new business subclass, illustrate the ground stored in new business subclass
Area+type of service does not occur also, it is necessary to instruct to create corresponding case set, case example set in case library just to service business
New case can be preserved；And for markd, new business subclass, illustrate to complete wound in service business instructs case library
Build, need to only instruct to inquire about corresponding case example set completion case update in case library to service business.
For example, the new case of a certain storage is " Hebei Qinhuangdao citizen Zhang consulting power supply paid service is received
Take ... ", two label informations of the new case are " Hebei Qinhuangdao " and " service business application " during storage, by the two
Label information section determines that the new case is betided in " Hebei Qinhuangdao ", and affiliated type of service is " service business application "；Then, search
Whether keyword in new business storehouse is included in the rope new case, by search, it is determined that " having comprising the keyword in new business storehouse
The service of repaying ", then be defined as qualifying key word by " paid service "；Assuming that using the new business set of table 4, further by the case
The area " Hebei Qinhuangdao " of generation and affiliated type of service " service business application " are carried out with each new business subclass in table 4
Matching, through overmatching, " paid service " is then defined as selecting keyword eventually by successful match new business subclass 3；Further sentence
Whether disconnected new business subclass 3 has been labeled.
Step S506, instructs in case library search to service business and selects the optimal keyword of keyword identical eventually, and
The regional and affiliated type of service that the continuous search of the corresponding case aggregate relay of optimal keyword searched occurs with new case
Case example set associated and for read-write mode, is defined as goal-trail example set by the case example set searched, holds
Row step S510.
Step S507, instructs search in case library to whether there is with selecting the optimal key of keyword identical eventually to service business
Word, if it is not, step S508 is then performed, if so, then performing step S509.
Step S508, it is new to create an optimal keyword, make it with selecting keyword identical eventually, and be the optimal pass of the new establishment
Key word creates case set, and establishment case example set, the new establishment is stored in by new case in the case set newly created
In case example set；For the new establishment case set create an incidence relation, for by the optimal keyword of the new establishment, should
The regional and affiliated type of service that the case example set and new case newly created occurs is associated.
Step S509, is determined in service business instructs case library with selecting the optimal keyword of keyword identical corresponding eventually
Case set, and continue search for wherein with new case occur regional and affiliated type of service it is associated and be read and write
The case example set of pattern, goal-trail example set is defined as by the case example set searched, performs step S510.
Step S510, is updated using new case to goal-trail example set.
In terms of case library is instructed in renewal, the present invention preserves the relevant information of new business using new business storehouse, works as new business
When having new case storage again after reaching the standard grade, judge whether new case belongs to new business first with new business storehouse, it is new, old to belonging to
The new case of business, this invention takes different storage treatment measures, this storage treatment measures have taken into full account new, old industry
Business likely relates to different regions, the situation of different service types, while case library is instructed in renewal, not only makes to instruct case
Storehouse always has newest, most comprehensive case, also enables to instruct case library while meeting the staff's that is related to new, old business
Difference needs；The present invention can not only make service business staff be sparing of one's energy in terms of miscellaneous service processing is grasped, and
Tool has very great help in terms of to improving business processing efficiency, saving traffic handling time, lifting service quality.
Accordingly, the present invention provides a kind of professional guidance method, as shown in fig. 6, this method includes：
Step S601, storage is created and updated using the establishment and update method of aforementioned service professional guidance case library
Service business instruct case library.
Step S602, the area for service business is instructed to the optimal keyword in case library, being related to and type of service are with can
The mode of choosing is presented to user.
Step S603, when receiving optimal keyword, area and the type of service of user's selection, performs following operation：
Step S6031, in service business instructs case library, optimal keyword, area and industry that search is selected with user
The case example set that service type matches.
Step S6032, exports the case in the case example set searched.
Specifically, based on the above method, service business is instructed into case library storage into server, and will all optimal passes
Key word, area and type of service are presented to service business staff in the form of option, and when service business, staff runs into
When a certain business wants to look up similar case, optimal keyword, area and type of service are selected according to actual needs, and server is
It can instruct to transfer the case that optimal keyword, area and the type of service selected with user matches in case library to service business
Subclass, the case then exported in the case set is referred to for service business staff.
Accordingly, the present invention provides a kind of professional guidance method specifically designed for electric service business scope, such as Fig. 7 institutes
Show, including：
Step S701, storage is created and updated using the establishment and update method of aforementioned service professional guidance case library
Service business instruct case library.
Step S702, service business is instructed the optimal keyword in case library, type of service are presented in optional mode
To user.Wherein, electric service type of service is generally comprised：Complaint business, report business, opinion business, suggestion business, praise
Business, service request business.
Step S703, when receiving optimal keyword and the type of service that user is selected by remote work station, is performed such as
Lower operation：
Step S7031, obtains the location of remote work station.
Step S7032, in service business instructs case library, optimal keyword and service class that search is selected with user
The case example set that the location of type and remote work station matches.
Step S7033, exports the case in the case example set searched.
Specifically, based on the above method, service business is instructed into case library storage into server, when electric service business
When staff runs into a certain business and wants to look up similar case, it is only necessary to select optimal keyword and service class according to actual needs
Type, server can determine the location of the remote work station according to the network address, and subsequent server can arrive service business
Instruct to transfer the optimal keyword selected with user and type of service and the location phase of remote work station in case library
The case example set matched somebody with somebody, the case then exported in the case set is referred to for service business staff
Particular embodiments described above, has been carried out further in detail to the purpose of the present invention, technical scheme and beneficial effect
Describe in detail it is bright, should be understood that the foregoing is only the present invention specific embodiment, the guarantor being not intended to limit the present invention
Scope is protected, within the spirit and principles of the invention, any modification, equivalent substitution and improvements done etc. should be included in this
Within the protection domain of invention.
Those skilled in the art will also be appreciated that the various illustrative components, blocks that the embodiment of the present invention is listed
(illustrative logical block), unit, and step can be by the knots of electronic hardware, computer software, or both
Conjunction is realized.To clearly show that the replaceability (interchangeability) of hardware and software, above-mentioned various explanations
Property part (illustrative components), unit and step universally describe their function.Such work(
Can be that the design requirement depending on specific application and whole system is realized by hardware or software.Those skilled in the art
For every kind of specific application various methods can be used to realize described function, but this realization is understood not to
The scope protected beyond the embodiment of the present invention.
Various illustrative logical blocks described in the embodiment of the present invention, or unit, or device can be by general
Processor, digital signal processor, application specific integrated circuit (ASIC), field programmable gate array or other FPGAs dress
Put, discrete gate or transistor logic, discrete hardware components, or any of the above described combination design come the work(described by realizing or operate
Energy.General processor can be microprocessor, alternatively, and the general processor can also be any traditional processor, control
Device, microcontroller or state machine.Processor can also be realized by the combination of computing device, for example digital signal processor and
Microprocessor, multi-microprocessor, one or more microprocessors combine a Digital Signal Processor Core, or any other class
As configuration realize.
The step of method described in the embodiment of the present invention or algorithm can be directly embedded into hardware, computing device it is soft
Part module or the combination of both.Software module can be stored in RAM memory, flash memory, ROM memory, EPROM storages
Other any form of storage media in device, eeprom memory, register, hard disk, moveable magnetic disc, CD-ROM or this area
In.Exemplarily, storage medium can be connected with processor, to allow processor to read information from storage medium, and
Write information can be deposited to storage medium.Alternatively, storage medium can also be integrated into processor.Processor and storage medium can
To be arranged in ASIC, ASIC can be arranged in user terminal.Alternatively, processor and storage medium can also be arranged at use
In different parts in the terminal of family.
In one or more exemplary designs, above-mentioned functions described by the embodiment of the present invention can be in hardware, soft
Part, firmware or any combination of this three are realized.If realized in software, these functions can be stored and computer-readable
On medium, or with it is one or more instruction or code form be transmitted on the medium of computer-readable.Computer readable medium includes electricity
Brain stores medium and is easy to so that allowing computer program to be transferred to other local telecommunication medias from a place.Storing medium can be with
It is that any general or special computer can be with the useable medium of access.For example, such computer readable media can include but
It is not limited to RAM, ROM, EEPROM, CD-ROM or other optical disc storage, disk storage or other magnetic storage devices, or other
What can be used for carrying or store with instruct or data structure and it is other can be by general or special computer or general or specially treated
Device reads the medium of the program code of form.In addition, any connection can be properly termed computer readable medium, example
Such as, if software is to pass through a coaxial cable, fiber optic cables, double from web-site, server or other remote resources
Twisted wire, Digital Subscriber Line (DSL) or with defined in being also contained in of the wireless way for transmitting such as infrared, wireless and microwave
In computer readable medium.Described disk (disk) and disk (disc) include Zip disk, radium-shine disk, CD, DVD, floppy disk
And Blu-ray Disc, disk is generally with magnetic duplication data, and disk generally carries out optical reproduction data with laser.Combinations of the above
It can also be included in computer readable medium.
Claims (6)
1. establishment and the update method of a kind of professional guidance case library, it is characterised in that including：
Service business is created as follows instructs case library：
Step A, according to the characteristics of service business, determines some alternative keywords；
Some alternative keywords are set up initial population by step B as individual；
Step C, current population is defined as by the population of new generation currently produced, is calculated and is accounted for the recent of each individual in current population
Than with total accounting, its near-mid term accounting refers to carry ratio of the individual case in recent case source, and total accounting refers to carry
Ratio of the individual case in total case source；Wherein, the recent case source is that the service business instructs case library by establishment
When first time period in occur service business case summation, total case source be by create the service business instruct case
The summation of the service business case occurred during storehouse in second time period, the duration of the first time period is less than second time
The duration of section；
All individuals in current population are sorted according to the ascending order order of recent accounting, is calculated and worked as using following fitness function
The fitness of each individual in preceding population：
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<mi>i</mi>
<mo>)</mo>
</mrow>
<mo>-</mo>
<mi>A</mi>
<mi>O</mi>
<mrow>
<mo>(</mo>
<mi>i</mi>
<mo>)</mo>
</mrow>
<mo>|</mo>
<mo>&le;</mo>
<mi>T</mi>
</mrow>
</mtd>
</mtr>
<mtr>
<mtd>
<mrow>
<mn>0</mn>
<mo>,</mo>
</mrow>
</mtd>
<mtd>
<mrow>
<mo>|</mo>
<mi>P</mi>
<mi>O</mi>
<mrow>
<mo>(</mo>
<mi>i</mi>
<mo>)</mo>
</mrow>
<mo>-</mo>
<mi>A</mi>
<mi>O</mi>
<mrow>
<mo>(</mo>
<mi>i</mi>
<mo>)</mo>
</mrow>
<mo>|</mo>
<mo>></mo>
<mi>T</mi>
</mrow>
</mtd>
</mtr>
</mtable>
</mfenced>
</mrow>
Wherein, i is sequence sequence number of the individual in current population, and PO (i) is serial number i individual recent accounting, and AO (i) is
Serial number i individual total accounting, ft (i) is serial number i individual fitness, and T is threshold value, and CR (i) is serial number i
The matching factor of body；
Step D, judges whether to meet preset termination condition, if so, then performing step F, otherwise performs step E；
Step E, performs genetic manipulation, to produce a new generation according to the individual fitness of each in current population to current population
Population, and return to step C continues executing with；Wherein, when step C is performed for the first time, current population is the initial population；
Step F, regard the individual in current population when meeting preset termination condition as optimal keyword；
Step G, for each optimal keyword, creates a case set, and search is with the optimal pass in total case source
The case of key word, the case searched is preserved into the corresponding case set of the optimal keyword；
Step H, for each case set, determines the regional and affiliated service class that each case occurs in the case set
Type, creates some case example sets in the case set, and areal will be betided in the case set and belongs to same
The case of type of service is stored in same case example set, and the case in different case example sets betides different areas
And/or belong to different types of service；Purified treatment is carried out to each case example set, it is only retained a case, deletes
Except remaining case；
Step I, be each case set create an incidence relation, the incidence relation by the case set it is corresponding it is optimal close
The corresponding area of all case example sets and each case example set and type of service in key word, the case set are carried out
Association；
Step J, is combined into service business using the corresponding casebook of all optimal keywords and instructs case library；
Service business is updated as follows instructs case library：
Step a, creates new business storehouse；When there is new business to reach the standard grade, all regions and all business that the new business is related to are determined
Type, and determine keyword for the new business；New business set is created for the keyword of the new business in the new business storehouse,
And some new business subclass, the areal that new business is related to and same business are created in the new business subclass
Type is stored in same new business subclass, different regions that different new business subclass storage new business are related to and/or not
Same type of service；An incidence relation, the institute that the keyword of the new business, the new business are related to are created for the new business set
There are regional and all types of service to be associated；
Step b, judges that the service business instructs to whether there is the optimal pass of keyword identical with the new business in case library
Key word, if so, the optimal keyword of keyword identical with the new business then is defined as into the optimal keyword of old business, goes forward side by side one
Step judge regional and type of service that the new business is related to whether with the area associated by the old optimal keyword of business, business
Type, which exists, to be overlapped, and is overlapped if existing, it is determined that overlapped area, overlapped type of service, and by the old optimal keyword of business
The case example set associated with the coincidence area and coincidence type of service in corresponding case set is changed by read-write mode
For only reading mode；
Step c, when there is new case storage, determines the regional and affiliated type of service that the new case occurs；Search for this new
Whether keyword in new business storehouse is carried in case, if it is not, step d is then performed, if so, then performing step e；
Step d, searches for the optimal keyword carried in the new case and its corresponding case set, and in the case set really
The fixed case example set associated with regional and affiliated type of service that the new case occurs, by the case subset searched
Conjunction is defined as goal-trail example set, performs step j；
Step e, is defined as qualifying key word, then the new case is sent out by the keyword in the new business storehouse carried in the new case
Raw regional and affiliated type of service each new business subclass corresponding with qualifying key word is matched, if in the absence of
With successful new business subclass, then step d is performed, if in the presence of the new business subclass that the match is successful, by qualifying key word
It is defined as selecting keyword eventually, and determines whether whether the new business subclass that the match is successful has been labeled, if marked,
Step f is performed, if unmarked, step g is performed, and the new business subclass that the match is successful is marked；
Step f, instructs search in case library to select the optimal keyword of keyword identical with the end to service business, and in search
The continuous search of the corresponding case aggregate relay of optimal keyword arrived is related to the regional and affiliated type of service that new case occurs
Join and be the case example set of read-write mode, the case example set searched is defined as goal-trail example set, step is performed
Rapid j；
Step g, instructs to search for whether there is in case library to select the optimal keyword of keyword identical with the end to service business,
If it is not, step h is then performed, if so, then performing step i；
Step h, it is new to create an optimal keyword, make it select keyword identical with the end, and be the optimal key of the new establishment
Word creates case set, and the new case is stored in the new establishment by the establishment case example set in the case set newly created
Case example set in；For the new establishment case set create an incidence relation, for by the optimal keyword of the new establishment,
The regional and affiliated type of service that the case example set of the new establishment and the new case occur is associated；
Step i, determines to select the corresponding case of the optimal keyword of keyword identical with the end in service business instructs case library
Example set, and continue search for wherein with new case occur regional and affiliated type of service it is associated and be read and write mould
The case example set of formula, goal-trail example set is defined as by the case example set searched, performs step j；
Step j, is updated using new case to the goal-trail example set.
2. according to the method described in claim 1, it is characterised in that each case example set is carried out in the step H net
Change is handled, and it is only retained a case, is deleted remaining case, including：
To whole cases in each case example set according to time-sequencing, retain its middle-range and create the service business and instruct case
The case occurred recently during example storehouse, deletes remaining case.
3. according to the method described in claim 1, it is characterised in that the service business belongs to electric service class.
4. method according to claim 3, it is characterised in that the type of service includes：Complaint business, report business,
Opinion business, suggestion business, praise business, service request business.
5. a kind of professional guidance method, it is characterised in that including：
Storage instructs the clothes that the establishment of case library and update method are created and updated using service business as claimed in claim 1
Business professional guidance case library；
The area and type of service for the service business is instructed to the optimal keyword in case library, being related to are in optional mode
Now give user；Wherein, the optional mode is to be in the form of option by optimal keyword, the area being related to and type of service
Dedicate user to, selected for user；
When receiving optimal keyword, area and the type of service of user's selection, following operation is performed：
In the service business instructs case library, optimal keyword, area and type of service that search is selected with the user
The case example set matched；
Export the case in the case example set searched.
6. a kind of professional guidance method, it is characterised in that including：
Storage instructs the clothes that the establishment of case library and update method are created and updated using service business as claimed in claim 4
Business professional guidance case library；
The service business is instructed the optimal keyword in case library, type of service are presented to user in optional mode；Its
In, the optional mode is that optimal keyword, type of service are presented into user in the form of option, is selected for user；
When receiving optimal keyword and the type of service that user is selected by remote work station, following operation is performed：
Obtain the location of the remote work station；
In the service business instructs case library, search with the user select optimal keyword and type of service and
The case example set that the location of the remote work station matches；
Export the case in the case example set searched.
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| CN103679611A (en) * | 2013-12-17 | 2014-03-26 | 东莞中国科学院云计算产业技术创新与育成中心 | City comprehensive emergency intelligent simulation system based on case-based reasoning and operation method thereof |
| CN103942980A (en) * | 2013-01-17 | 2014-07-23 | 中国空间技术研究院神舟学院 | Teaching system used for training complex product professional talent |
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| CN103942980A (en) * | 2013-01-17 | 2014-07-23 | 中国空间技术研究院神舟学院 | Teaching system used for training complex product professional talent |
| CN103679611A (en) * | 2013-12-17 | 2014-03-26 | 东莞中国科学院云计算产业技术创新与育成中心 | City comprehensive emergency intelligent simulation system based on case-based reasoning and operation method thereof |
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