CN104599194B - It is a kind of to create method and service business guidance method that service business instructs case library - Google Patents
It is a kind of to create method and service business guidance method that service business instructs case library Download PDFInfo
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Abstract
The present invention provides a kind of establishment service business and instructs the method and service business guidance method of case library, instructs the method for case library to include wherein creating service business：Step A, according to service business feature, determines some alternative keywords；Step B, sets up initial population；Step C, the fitness of each individual in current population is calculated using fitness function；Step D, judgement performs step F when meeting end condition, otherwise performs step E；Step E, performs genetic manipulation and produces population of new generation, and return to step C；Step F, regard the individual in population when meeting end condition as optimal keyword；Step G, case of the search with each optimal keyword, the case searched is preserved into corresponding case set；Step H, is combined into service business using the corresponding casebook of all optimal keywords and instructs case library.The present invention has very useful guiding value, has very great help to improving business processing efficiency, lifting service quality.
Description
Technical field
The present invention relates to technical field of electric power, in particular it relates to it is a kind of create service business instruct case library method and
Service business 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, to work such as trainings
Bring great difficulty.
The content of the invention
The main purpose of the embodiment of the present invention is to provide method and service that a kind of establishment service business instructs case library
Professional guidance method, for being screened, being summarized by the case that completion has been handled in service business field using genetic algorithm
Case library is formed, so that service business staff is when being subsequently connected to business, can be inquired about and existing case as reference class.
To achieve these goals, the embodiment of the present invention provides a kind of method that establishment service business instructs case library, bag
Include：
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 occurs in first time period so far
Service business case composition, the service business case that total case source occurs in second time period so far, described the
The duration of one period is less than the duration of the second time 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 recent accounting and the matching factor of total accounting；
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 case set, search is optimal with this in total case source
The case of keyword, the case searched is preserved into the corresponding case set of the optimal keyword；
Step H, is combined into service business using the corresponding casebook of all optimal keywords and instructs case library.
Accordingly, the present invention also provides a kind of service business guidance method, including：
The service business for instructing the method for case library to create using establishment service business as claimed in claim 1 is prestored to refer to
Lead case library；
The optimal keyword in case library is instructed to be presented to user in optional mode the service business；Wherein, institute
It is that optimal keyword is presented into user in the form of option to state optional mode, is selected for user；
When receiving the keyword of user's input, following operation is performed：
In the service business instructs the optimal keyword of the corresponding whole of case library, inquiry matches with the keyword
Optimal keyword；
The corresponding case set of the optimal keyword inquired is defined as set to be selected；
Export at least one case in the set to be selected.
Accordingly, the present invention also provides another service business guidance method, including：
The service business for instructing the method for case library to create using establishment service business as claimed in claim 4 is prestored to refer to
Lead case library；
The service business is instructed optimal keyword and service business in case library instruct all cases in case library
Type of service belonging to example is presented to user in optional mode；Wherein, the optional mode be by optimal keyword and
Service business instructs the type of service in case library belonging to all cases to be presented to user in the form of option, is selected for user；
When receiving the keyword that user is inputted by remote work station, following operation is performed：
Obtain the location of the remote work station；
In the service business instructs the optimal keyword of the corresponding whole of case library, inquiry matches with the keyword
Optimal keyword；The corresponding case set of the optimal keyword inquired is defined as set to be selected；
Export the case for the location for belonging to the remote work station in the set to be selected.
By means of above-mentioned technical proposal, as a result of specific during the screening optimal keyword of the invention using genetic algorithm
Fitness function so that the optimal keyword finally filtered out can reflect the case frequently occurred in very long one period in the past
Situation, and the case frequently occurred in recent shorter one period can be reflected, this screening technique has taken into full account service
The common type of business so that establishment instructs case library to have good practicality, can to service business staff with
Carry out very useful guiding value, service business staff is saved essence in terms of miscellaneous service processing is grasped
Power, and have very great help to improving business processing efficiency, saving traffic handling time, lifting service quality aspect tool.
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 that the present invention creates the method flow schematic diagram that service business instructs case library；
Fig. 2 is the schematic flow sheet that genetic manipulation is carried out to population；
Fig. 3 is a kind of schematic flow sheet of service business guidance method；
Fig. 4 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.
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 S11, 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, household electrical appliances scaling loss, arrearage, promise breaking electricity consumption, electricity charge hair
Ticket, breakdown repair ... etc..
Some alternative keywords are set up initial population by step S12 as individual.
The individual amount of initial population is the alternative keyword quantity determined in step S11, for example, the individual of initial population
Quantity is 100, i.e. 100 alternative keywords are determined in step S11.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 S13, 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 that, with ratio of the individual case in recent case source, total accounting is
Refer to and 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 is utilized
(formula 1) calculates the fitness of each individual in current population：
In formula 1, i is sequence sequence number of the individual in current population, and PO (i) is serial number i individual recent accounting,
AO (i) is serial number i individual total accounting, and ft (i) is serial number i individual fitness, and T is threshold value, and CR (i) is sequence number
For the matching factor of i individual recent accounting and total accounting.
Step S14, judges whether to meet preset termination condition, if so, then performing step S16, otherwise performs step S15.
Step S15, genetic manipulation is performed according to the individual fitness of each in current population to current population, to produce
Population of new generation, and return to step S13 continues executing with；Wherein, when step S13 is performed for the first time, current population is initial population.
Step S16, regard the individual in current population when meeting preset termination condition as optimal keyword.
Described " total case source " is up to now (to instruct case by establishment service business in above step S13
The timing node in storehouse), the business case summation that this service business field is received in the longer second time period of span is " near
Phase case source " is up to now (i.e. by create service business instruct the timing node of case library) this service business field
The business case summation received in the shorter first time period of span.For example, in electric service business scope, " total case source "
Including all business cases that the past 2 to three years (being only for example) receives when establishment service business instructs case library herein,
" recent case source " is included by the institute for creating one season of past (being only for example) reception when service business instructs case library herein
There is business case.
It should be noted that when implementing the present invention, the term " first time period " that is related in step S12~step S16,
" second time period ", " threshold value " can go to select suitable value according to actual conditions, such as recent case source it is corresponding first when
Between section can be a season or 1 year, the corresponding second time period in total case source can be 2 years or 3 years, for relatively more recent
The threshold value of accounting and total accounting difference can be 5% or 10%, and described above is only the specific embodiment of the present invention, not
For limiting protection scope of the present invention, within the spirit and principles of the invention, other any attributes are selected to include
Within protection scope of the present invention.
" preset termination condition " described in above step S16 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 S12~step S16 effect is that optimal key is filtered out from alternative keyword using genetic algorithm
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 business on " unified electricity price ", and
With the appearance of " step price " new policy, staff will not receive the business on " unified electricity price " again substantially, " unified
Electricity price " has been gradually backed out the arena of history, the case on " unified electricity price " to following work almost without actual directive significance, this
The corresponding keyword of class 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 S17, for each optimal keyword, creates 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 S18, is combined into service business using the corresponding casebook of all optimal keywords and instructs case library.
By above-mentioned steps S17~step S18, a case set is created for each optimal keyword, will be total
All cases for including the optimal keyword in case source are included in corresponding case set, so, final to create the clothes formed
Business professional guidance case library is just combined into by the corresponding casebook of all optimal keywords, and each case set correspondence one is closed
Key word.
Instruct case library storage into server the service business for creating completion, staff runs into when service business
When a certain business wants to look up similar case, it is only necessary to input keyword, server can by the keyword that inputs user with
Service business instructs each keyword in case library to be matched, it is determined that the corresponding case set of the keyword that the match is successful,
Then one or more of case set case is exported for reference.
As a result of specific fitness function during the screening optimal keyword of the invention using genetic algorithm so that final
The optimal keyword filtered out can reflect the case frequently occurred in very long one period in the past, but can reflect it is recent compared with
The case frequently occurred in short one period, this screening technique has taken into full account the common type of service business so that
What is created instructs case library to have good practicality, and very useful guiding price can be brought to service business staff
Value, can not only make service business staff be sparing of one's energy in terms of miscellaneous service processing is grasped, and to improving at business
Tool has very great help in terms of reason efficiency, saving traffic handling time, lifting service quality.
Contained in the case set obtained due to above-mentioned steps S17 all with a certain optimal keyword in total case source
Case, therefore each case set is likely to the case comprising unusual multi-quantity, and included in same case set it is many
Individual case is likely to repeated and redundant in terms of guiding value, it is contemplated that this point, in a kind of preferred embodiment, this hair
It is bright before step S18 execution, following Optimization Steps to be added after step S17 completions：According to default attribute to every
The corresponding case set of one optimal keyword is classified；Each type obtained for classification, calculating belongs to the type
Case sum, when case sum be more than predetermined number when, to belong to the type whole cases carry out purified treatment, make such
Type only retains the case of predetermined number.
Case respectively for example, all two label informations can be set to case during due to case source that case typing is total
Regional and affiliated type of service, in this manner it is possible to be drawn using the two label informations to the case in case set
Point.
For electric service business, common type of service has：Complaint business, report business, opinion business, suggestion industry
Business, praise business, service request business etc..
For another example the regional and affiliated type of service occurred according to case is to all cases in each case set
Classified, afterwards, if the growing number for belonging to same type (betide areal and belong to same type of service) is big
In N, (N is natural number, and N >=1) individual, then carries out purified treatment, it is only retained N number of case.
When implementing the present invention, after case set is classified according to attribute, for the final reservation of same type
Case sum (predetermined number N) can be one or more, and the present invention is not especially limited to this.
Further, after case set is classified according to attribute, the purified treatment carried out for same type
Can be in the following way：It is determined that belonging to the time of origin of whole cases of the type, retain wherein last generation or send out at first
Case raw or occurring at the setting moment, deletes remaining case.
It should be noted that when implementing the present invention, can go to select suitable mode according to actual conditions to same point
Multiple cases of class carry out purified treatment, described above " to retain wherein last generation or occur at first or setting the moment
Case, delete remaining case " be only the present invention specific embodiment, the protection domain being not intended to limit the present invention,
Within the spirit and principles of the invention, other any purified treatment modes are selected to should be included in protection scope of the present invention
Within.
The algorithm that the present invention is used to the genetic manipulation performed in above step S15 is not especially limited, that is to say, that
When implementing the present invention, on the premise of fitness is calculated based on above-mentioned formula 1, any commonly employed genetic manipulation algorithm can be selected
Population is updated, 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 S15 includes following sub-step：
Step S151, calculates the average value of all individual fitness in the parent population of current population.
Step S152, 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 S153, gives up all unqualified individuals from current population.
Step S154, 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 S151, is incited somebody to action just
Beginning 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 |
Accordingly, the present invention also provides a kind of service business guidance method, as shown in figure 3, this method includes：
Step S31, is stored the service business created using method shown in Fig. 1 and instructs case library；And instruct service business
Optimal keyword in case library is presented to user in optional mode.
Step S32, monitors whether to receive the optimal keyword of user's selection in real time, if so, then performing following operation：
Step S321, in service business instructs case library, the corresponding casebook of optimal keyword of search user's selection
Close.
Step S322, exports at least one case in the case set searched.
Specifically, based on the above method, the service business for creating completion is instructed into case library storage into server, when
When service business staff runs into a certain business and wants to look up similar case, it is only necessary to select optimal key according to actual needs
Word, server can instruct to search for the corresponding case set of optimal keyword of user's selection in case library to service business, so
After to export one or more of case set case for reference.
Accordingly, the present invention provides a kind of service business guidance method specifically designed for electric service business scope, such as Fig. 4
It is shown, including：
Step S41, is stored the service business created using method shown in Fig. 1 and instructed in case library, and the case library
The regional and affiliated type of service that each case set occurs according to case is classified；The service business is instructed
Optimal keyword and service business in case library instruct the type of service in case library belonging to all cases with optional side
Formula is presented to user.Wherein, electric service type of service is generally comprised：Complaint business, report business, opinion business, suggestion industry
Business, praise business, service request business.
Step S42, monitors whether to receive the optimal keyword that user is selected by remote work station in real time, if so, then
Perform following operation：
Step S421, obtains the location of remote work station；
Step S422, in service business instructs case library, the corresponding casebook of optimal keyword of search user's selection
Close；
Step S423, in the case set searched, continues search for and exports belonging to the type of service of user's selection, being somebody's turn to do
The case of the location of remote work station.
Specifically, based on the above method, the service business for creating completion is instructed into case library storage into server, when
When service business staff runs into a certain business and wants to look up similar case, it is only necessary to select optimal keyword according to actual needs
And type of service, server the remote work station can be obtained according to the network address where area, subsequent server can arrive
Service business instructs to search for the corresponding case set of optimal keyword of user's selection in case library, and further searches wherein
The type of service that rope is selected with user and the case that the location of remote work station matches, perform output for user's ginseng
Examine.
As a result of specific fitness function during the screening optimal keyword of the invention using genetic algorithm so that final
The optimal keyword filtered out can reflect the case frequently occurred in very long one period in the past, but can reflect it is recent compared with
The case frequently occurred in short one period, this screening technique has taken into full account the common type of service business so that
What is created instructs case library to have good practicality, and very useful guiding price can be brought to service business staff
Value, can not only make service business staff be sparing of one's energy in terms of miscellaneous service processing is grasped, and to improving at business
Tool has very great help in terms of reason efficiency, saving traffic handling time, lifting service quality.
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 (10)
1. a kind of create the method that service business instructs case library, it is characterised in that including：
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 clothes that the recent case source occurs in first time period so far
Business business case is constituted, the service business case that total case source occurs in second time period so far, when described first
Between section duration be less than the second time period duration；
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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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 recent accounting of body and the matching factor of total accounting；
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 case set, and search carries the optimal key in total case source
The case of word, the case searched is preserved into the corresponding case set of the optimal keyword；
Step H, is combined into service business using the corresponding casebook of all optimal keywords and instructs case library.
2. according to the method described in claim 1, it is characterised in that between the step G and the step H, in addition to：
The corresponding case set of each optimal keyword is classified according to default attribute；
Each type obtained for classification, calculates the case sum for belonging to the type, when case sum is more than predetermined number
When, purified treatment is carried out to the whole cases for belonging to the type, the type is only retained the case of predetermined number.
3. method according to claim 2, it is characterised in that whole cases to belonging to the type are purified
Processing, makes the type only retain a case, including：
It is determined that belonging to the time of origin of whole cases of the type, retain the case that wherein last/at first/setting moment occurs,
Delete remaining case.
4. method according to claim 2, it is characterised in that
The service business belongs to electric service class；
The alternative keyword includes：Power failure, telegram in reply, step price, electric automobile；
The default attribute includes：The regional and affiliated type of service that case occurs；
It is then described that the corresponding case set of each optimal keyword is classified according to default attribute, be specially：Press
The regional and affiliated type of service occurred according to case is classified to the corresponding case set of each optimal keyword.
5. according to the method described in claim 1, it is characterised in that according to the individual of each in current population in the step E
Fitness to current population perform genetic manipulation, to produce population of new generation, including：
Calculate the average value of all individual fitness in the parent population of current population；
For each individual in current population, judge whether the individual fitness is less than in the parent population all
The average value of the fitness of body, if so, the individual then is defined as into unqualified individual；
Give up all unqualified individuals from current population；
Genetic manipulation is performed to remaining individual in current population, to produce population of new generation；
Wherein, when current population is initial population, the parent population of current population for initial population in itself.
6. method according to claim 5, it is characterised in that described that heredity is performed to remaining individual in current population
Operation, including：
Remaining individual in current population is replicated, the remaining individual is all introduced into population of new generation.
7. method according to claim 5, it is characterised in that described that heredity is performed to remaining individual in current population
Operation, including：
The remaining individual that any two in current population meets default crossing condition is subjected to combined crosswise, intersection is produced
Body；
The fitness for intersecting individual is calculated using the fitness function；
Judge whether the fitness for intersecting individual is more than or equal to the flat of all individual fitness in the parent population
Average, if so, then making the intersection individual enter in population of new generation.
8. method according to claim 5, it is characterised in that described that heredity is performed to remaining individual in current population
Operation, including：
The remaining individual that each in current population meets default variation condition is entered into row variation, variation individual is produced；
The fitness of the variation individual is calculated using the fitness function；
Judge whether the fitness of the variation individual is more than or equal to the flat of all individual fitness in the parent population
Average, if so, then making the variation individual enter in population of new generation.
9. a kind of service business guidance method, it is characterised in that including：
The service business that storage instructs the method for case library to create using establishment service business as claimed in claim 1 instructs case
Storehouse；
The optimal keyword in case library is instructed to be presented to user in optional mode the service business；Wherein, it is described can
The mode of choosing is that optimal keyword is presented into user in the form of option, is selected for user；
When receiving the optimal keyword of user's selection, following operation is performed：
In the service business instructs case library, the corresponding case set of optimal keyword of user's selection is searched for；
Export at least one case in the case set searched.
10. a kind of service business guidance method, it is characterised in that including：
The service business that storage instructs the method for case library to create using establishment service business as claimed in claim 4 instructs case
Storehouse；
The service business is instructed optimal keyword and service business in case library instruct all case institutes in case library
The type of service of category is presented to user in optional mode；Wherein, the optional mode is by optimal keyword and service
Type of service in professional guidance case library belonging to all cases is presented to 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, the corresponding case set of optimal keyword of user's selection is searched for；
In the case set searched, type of service, the long-range work for belonging to user's selection are searched for and exported
Make the case of location stood.
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Citations (4)
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|---|---|---|---|---|
| EP2099155A1 (en) * | 2006-12-27 | 2009-09-09 | Huawei Technologies Co., Ltd. | Method and system for processing client request |
| CN102043846A (en) * | 2010-12-16 | 2011-05-04 | 上海电机学院 | Search method and device based on genetic algorithm |
| 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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|---|---|---|---|---|
| EP2099155A1 (en) * | 2006-12-27 | 2009-09-09 | Huawei Technologies Co., Ltd. | Method and system for processing client request |
| CN102043846A (en) * | 2010-12-16 | 2011-05-04 | 上海电机学院 | Search method and device based on genetic algorithm |
| 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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