CN106202463A - A kind of fault early warning system based on self-service question-answering mode - Google Patents
A kind of fault early warning system based on self-service question-answering mode Download PDFInfo
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- CN106202463A CN106202463A CN201610561988.8A CN201610561988A CN106202463A CN 106202463 A CN106202463 A CN 106202463A CN 201610561988 A CN201610561988 A CN 201610561988A CN 106202463 A CN106202463 A CN 106202463A
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/90—Details of database functions independent of the retrieved data types
- G06F16/95—Retrieval from the web
- G06F16/958—Organisation or management of web site content, e.g. publishing, maintaining pages or automatic linking
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/06—Management of faults, events, alarms or notifications
- H04L41/0631—Management of faults, events, alarms or notifications using root cause analysis; using analysis of correlation between notifications, alarms or events based on decision criteria, e.g. hierarchy, tree or time analysis
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/02—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
Abstract
The invention discloses a kind of fault early warning system based on self-service question-answering mode, including external entity module, warning module, actively fault block plug-in unit, DBM and robot module, described external entity module includes SMS notification unit, prosperous notification unit and mail notification unit, described SMS notification unit and Wang Wang notification unit are all connected with warning module, described mail notification unit is connected with actively fault block plug-in unit, described DBM is connected with active fault block plug-in unit and robot module respectively, described active fault block plug-in unit includes Python module, main modular, Sqlutil module, FaultIntercept module and FaultInterceptStrategy fault pre-alarming policy module.The present invention meets different customers and question and answer is answered the requirement of weight and the structure of the Self-Service question answering system of business need；Quickly position the ruuning situation of user side, it is to avoid client does meaningless consulting, also reduce and make meaningless machinery when service personal receives this type of phone and inform.
Description
Technical field
The present invention relates to site for service technical field, particularly relate to a kind of fault pre-alarming system based on self-service question-answering mode
System.
Background technology
The volume of services of the most self-service question answering system has been over total volume of services of artificial hot line, in self-service question answering system
The value of data is mainly reflected in three layering faces, the respectively statistics of user's counseling problem, to provide the reference of product improvement；Produce
The Intelligent treatment of product demand sensitivity problem, assists the product promotion service of salesman etc.；The behavior of user's counseling problem is pre-
Survey, take the initiative in offering a hand.Wherein fault early warning system is exactly the trial that last a kind of application is taken the initiative in offering a hand.Analyze and find, work as visitor
When family runs into operating trouble, seek answer at self-service customer service platform, some index of platform can be made to increase by expression characteristics, claim
For Fault-Sensitive attribute.The fault data of originally fault early warning system early warning is almost entirely from anti-with the client of artificial hot line
Feedback.But the most concurrent self-service question answering system carries substantial amounts of client consulting every day, the client of nearly half passes through self-service visitor
The problem that clothes solve them.The advisory data of self-service customer service platform is exactly the barometer of a customer issue, reflects client in real time
The doubt encountered in using website product process, therefore by puing question to data to build the user in self-service question answering system
Mould, can well early warning system station failure.In view of the improvement of fault early warning system interception mechanism, such as Chinese website and international station
It is big that the gap of question answering system user data variation tendency will compare；And the example that fault early warning system is to different machines people
Extensibility.The most traditional fault pre-alarming algorithm is each functional module to be considered as an independent individuality, by some
The independent operating situation of these modules of monitoring analysis of data, but the network operation of reality has the service logic of complexity.
Summary of the invention
The invention aims to solve shortcoming present in prior art, and the one proposed is based on self-service question and answer mould
The fault early warning system of formula.
To achieve these goals, present invention employs following technical scheme:
A kind of fault early warning system based on self-service question-answering mode, including external entity module, warning module, actively fault block
Plug-in unit, DBM and robot module, described external entity module includes SMS notification unit, prosperous notification unit
With mail notification unit, described SMS notification unit and Wang Wang notification unit be all connected with warning module, and described mail leads to
Know that unit is connected with actively fault block plug-in unit, described DBM respectively with active fault block plug-in unit and robot module
Connecting, described active fault block plug-in unit includes Python module, main modular, Sqlutil module, FaultIntercept mould
Block and FaultInterceptStrategy fault pre-alarming policy module, described FaultIntercept module respectively with
Sqlutil module and FaultInterceptStrategy fault pre-alarming policy module connect, described
FaultInterceptStrategy fault pre-alarming policy module is connected to fault block formula interface and default policy mould
Block, described robot module includes robot device and knowledge point storage device, and described robot device includes that business word stores
Module, robot example memory module, question and answer scene memory module, problem coupling memory module, user put question to memory module and
Answer memory module, described answer memory module includes answer unit of view and answer unit, described robot example storage mould
Block is connected to business word memory module, problem coupling memory module and classification memory module, described knowledge point storage device
Be connected with classification memory module and answer unit respectively, described problem coupling memory module put question to user respectively memory module and
Question and answer scene memory module connects.
Preferably, described FaultIntercept module be also associated with intercept range module, described interception range module with
FaultInterceptStrategy fault pre-alarming policy module connects.
Preferably, described answer unit is connected with answer unit of view, and answer unit of view and robot example store
Module connects.
Preferably, described robot example memory module includes Name cell, image LOGO unit and problem matching threshold
Unit.
Preferably, described question and answer scene memory module includes layout code unit and host web sites URL unit.
Preferably, described user puts question to and includes memberid unit and subject of question unit.
Preferably, whether storage device in described knowledge point includes state cell, effect duration unit, key element and contacts
Short biography knowledge point unit.
Preferably, described business word memory module includes service feature word unit, synonym unit, ignores word unit, industry
Business lexical unit and business dictionary unit, described business lexical unit respectively with service feature word unit, synonym unit, ignore
Word unit and business dictionary unit connect.
Preferably, described question and answer scene memory module is also associated with recommending popular problem memory module and manual service channel
Memory module.
The invention has the beneficial effects as follows: reasonable in design, meet the requirement to question and answer answer weight of the different customers；Pass through
Business demand analysis to self-service question answering system, meets the structure of the Self-Service question answering system of business need；By user's
Question and answer information carries out integrating monitoring to the ruuning situation of whole website；Carry out analyzing web site by the feedback of client's service condition to run
Situation, it is to avoid system carrys out the operation logic of analog detection website, and by can be quick to the record of user access information
The ruuning situation of location user side, it is to avoid client does meaningless consulting, also reduces when service personal receives this type of phone and does nothing
The machinery of meaning is informed.
Accompanying drawing explanation
Fig. 1 is the overall theory diagram of a kind of based on self-service question-answering mode the fault early warning system that the present invention proposes；
Fig. 2 is the partial schematic block diagram of a kind of based on self-service question-answering mode the fault early warning system that the present invention proposes；
Fig. 3 is the Intelligent Answer System block diagram of a kind of based on self-service question-answering mode the fault early warning system that the present invention proposes.
Detailed description of the invention
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
Describe, it is clear that described embodiment is only a part of embodiment of the present invention rather than whole embodiments wholely.
Embodiment
With reference to Fig. 1-3, a kind of based on self-service question-answering mode the fault early warning system that the present embodiment proposes, including outside real
Module, warning module, actively fault block plug-in unit, DBM and robot module, described external entity module includes
SMS notification unit, prosperous notification unit and mail notification unit, described SMS notification unit and Wang Wang advice note
Unit is all connected with warning module, and described mail notification unit is connected with actively fault block plug-in unit, and described DBM is respectively
Being connected with active fault block plug-in unit and robot module, described active fault block plug-in unit includes Python module, main mould
Block, Sqlutil module, FaultIntercept module and FaultInterceptStrategy fault pre-alarming policy module, institute
State FaultIntercept module respectively with Sqlutil module and FaultInterceptStrategy fault pre-alarming policy module
Connecting, described FaultInterceptStrategy fault pre-alarming policy module is connected to fault block formula interface and writes from memory
Recognizing policy module, described robot module includes robot device and knowledge point storage device, and described robot device includes industry
Business word memory module, robot example memory module, question and answer scene memory module, problem coupling memory module, user put question to and deposit
Storage module and answer memory module, described answer memory module includes answer unit of view and answer unit, and described robot is real
Example memory module is connected to business word memory module, problem coupling memory module and classification memory module, described knowledge point
Storage device is connected with classification memory module and answer unit respectively, and described problem coupling memory module is putd question to user respectively and deposited
Storage module and question and answer scene memory module connect.The invention has the beneficial effects as follows: reasonable in design, meet different customers to question and answer
The requirement of answer weight；By the business demand analysis to self-service question answering system, meet the Self-Service question and answer of business need
The structure of system；By the question and answer information of user, the ruuning situation of whole website is carried out integrating monitoring；Feelings are used by client
The feedback of condition carrys out analyzing web site ruuning situation, it is to avoid system carrys out the operation logic of analog detection website, and by user
The record of access information can quickly position the ruuning situation of user side, it is to avoid client does meaningless consulting, also reduces service
Personnel make meaningless machinery and inform when receiving this type of phone.
Described FaultIntercept module be also associated with intercept range module, described interception range module with
FaultInterceptStrategy fault pre-alarming policy module connects, and described answer unit is connected with answer unit of view, and
Answer unit of view is connected with robot example memory module, and described robot example memory module includes Name cell, image
LOGO unit and problem matching threshold unit, described question and answer scene memory module includes layout code unit and host web sites URL
Unit, described user puts question to and includes memberid unit and subject of question unit, and described knowledge point storage device includes state list
Unit, effect duration unit, key element and whether contact short biography knowledge point unit, described business word memory module includes that business is special
Levying word unit, synonym unit, ignore word unit, business lexical unit and business dictionary unit, described business lexical unit divides
Not with service feature word unit, synonym unit, ignore word unit and business dictionary unit is connected, described question and answer scene stores mould
Block is also associated with recommending popular problem memory module and manual service channel memory module.The invention has the beneficial effects as follows: design
Rationally, the requirement to question and answer answer weight of the different customers is met；By the business demand analysis to self-service question answering system, full
The structure of the Self-Service question answering system of foot business need；By the question and answer information of user, the ruuning situation of whole website is carried out
Integrating monitoring；Analyzing web site ruuning situation is carried out, it is to avoid system comes analog detection website by the feedback of client's service condition
Operation logic, and by the record of user access information can quickly be positioned the ruuning situation of user side, it is to avoid client
Do meaningless consulting, also reduce and make meaningless machinery when service personal receives this type of phone and inform.
Operation principle: fault intercept system defines fault by InterceptDimension fault data container module
The data dimension information that the Policy model of early warning is to be relied on, has carried out district by robotId to the pseudo-entity of each question answering system
Point, i.e. can be made a distinction process by differently configured robotId for different question answering systems.And these self-service are asked
The acquisition SqlUtil module of answer evidence, then pass through storing process using the data dimension information needed for fault pre-alarming as storing
Data in data base are simply processed by calling of storing process and are obtained by the incoming parameter of journey.
FaultInterceptStrategy fault pre-alarming policy module, can be made up of multiple concrete warning data models, according to
The different demands of business, by judging that the robotId of early warning calls different Early-warning Model from the time period, to reach in business
Different robotId and fault pre-alarming strategy facilitate the autgmentability demand of improvement etc., and fault early warning system is by self-service visitor
The triggering that the card format of dress system is timed is called, and when arriving specific time point, self-service customer service platform then triggers early warning
System, completes to analyze, provides feedback according to analysis result, show operation maintenance personnel terminal client with the form of adnexa in mail
Question information.
The above, the only present invention preferably detailed description of the invention, but protection scope of the present invention is not limited thereto,
Any those familiar with the art in the technical scope that the invention discloses, according to technical scheme and
Inventive concept equivalent or change in addition, all should contain within protection scope of the present invention.
Claims (9)
1. a fault early warning system based on self-service question-answering mode, blocks including external entity module, warning module, actively fault
Cut plug-in unit, DBM and robot module, it is characterised in that described external entity module includes SMS advice note
Notification unit first, prosperous and mail notification unit, described SMS notification unit and Wang Wang notification unit are all and warning module
Connect, described mail notification unit with active fault block plug-in unit be connected, described DBM respectively with active fault block
Plug-in unit and robot module connect, described active fault block plug-in unit include Python module, main modular, Sqlutil module,
FaultIntercept module and FaultInterceptStrategy fault pre-alarming policy module, described FaultIntercept
Module is connected with Sqlutil module and FaultInterceptStrategy fault pre-alarming policy module respectively, described
FaultInterceptStrategy fault pre-alarming policy module is connected to fault block formula interface and default policy mould
Block, described robot module includes robot device and knowledge point storage device, and described robot device includes that business word stores
Module, robot example memory module, question and answer scene memory module, problem coupling memory module, user put question to memory module and
Answer memory module, described answer memory module includes answer unit of view and answer unit, described robot example storage mould
Block is connected to business word memory module, problem coupling memory module and classification memory module, described knowledge point storage device
Be connected with classification memory module and answer unit respectively, described problem coupling memory module put question to user respectively memory module and
Question and answer scene memory module connects.
A kind of fault early warning system based on self-service question-answering mode the most according to claim 1, it is characterised in that described
FaultIntercept module be also associated with intercept range module, described interception range module with
FaultInterceptStrategy fault pre-alarming policy module connects.
A kind of fault early warning system based on self-service question-answering mode the most according to claim 1, it is characterised in that described in answer
Case unit is connected with answer unit of view, and answer unit of view is connected with robot example memory module.
A kind of fault early warning system based on self-service question-answering mode the most according to claim 1, it is characterised in that described machine
Device people's example memory module includes Name cell, image LOGO unit and problem matching threshold unit.
A kind of fault early warning system based on self-service question-answering mode the most according to claim 1, it is characterised in that described in ask
Answer scene memory module and include layout code unit and host web sites URL unit.
A kind of fault early warning system based on self-service question-answering mode the most according to claim 1, it is characterised in that described use
Family is putd question to and is included memberid unit and subject of question unit.
A kind of fault early warning system based on self-service question-answering mode the most according to claim 1, it is characterised in that described in know
Know some storage device include state cell, effect duration unit, key element and whether contact short biography knowledge point unit.
A kind of fault early warning system based on self-service question-answering mode the most according to claim 1, it is characterised in that described industry
Business word memory module includes service feature word unit, synonym unit, ignores word unit, business lexical unit and business dictionary list
Unit, described business lexical unit respectively with service feature word unit, synonym unit, ignore word unit and business dictionary unit even
Connect.
A kind of fault early warning system based on self-service question-answering mode the most according to claim 1, it is characterised in that described in ask
Answer scene memory module to be also associated with recommending popular problem memory module and manual service channel memory module.
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| CN201610561988.8A CN106202463A (en) | 2016-07-18 | 2016-07-18 | A kind of fault early warning system based on self-service question-answering mode |
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Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN111547592A (en) * | 2020-03-28 | 2020-08-18 | 安徽奥里奥克科技股份有限公司 | Elevator service platform and method |
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Application publication date: 20161207 |