CN108920291A

CN108920291A - A kind of collection method of fault message, device and equipment

Info

Publication number: CN108920291A
Application number: CN201810573589.2A
Authority: CN
Inventors: 李凯斌
Original assignee: Alibaba Group Holding Ltd
Current assignee: Advanced New Technologies Co Ltd; Advantageous New Technologies Co Ltd
Priority date: 2018-06-06
Filing date: 2018-06-06
Publication date: 2018-11-30

Abstract

This specification embodiment discloses collection method, device and the equipment of a kind of fault message, the method includes：At least one traffic issues information is obtained by specified fault information collection channel, then, information categorization processing can be carried out to the traffic issues information, obtain the traffic issues information of at least one classification, corresponding associated nodes can be determined according to the traffic issues information of each classification, and send a notification message to the associated nodes.

Description

Method, device and equipment for collecting fault information

Technical Field

The present disclosure relates to the field of computer technologies, and in particular, to a method, an apparatus, and a device for collecting fault information.

Background

A service, application or product is developed based on the idea and logic of a skilled person, and in practical applications, the service, application or product may malfunction due to external factors such as the surrounding environment and/or some internal factors of the service, application or product.

In order to solve the occurred fault, a user may generally find a feedback manner of the fault through a webpage of a website corresponding to the service, the application program or the product or a package of the product, taking a certain application program (such as a pay treasure or a panning treasure, etc.) as an example, a setting item such as "help-seeking feedback" may be set in the application program, if the user has a fault in the process of using the application program, the user may click the setting item such as "help-seeking feedback" in the application program, at this time, the application program may provide a feedback interface of fault information, and the service problem information may be fed back to the server through the feedback interface. The above fault feedback method completely depends on when the fault manager checks the service problem information, and often the fault manager cannot process the fault at the first time, so that the fault and the problem are not processed in time, and the fault processing efficiency is low.

Disclosure of Invention

An object of the embodiments of the present specification is to provide a method, an apparatus, and a device for collecting fault information, so as to solve the problem in the prior art that a user needs to frequently operate back and forth between the top and the bottom of a page to acquire push information.

In order to solve the above technical problem, the embodiments of the present specification are implemented as follows:

an embodiment of the present specification provides a method for collecting fault information, where the method includes:

acquiring at least one service problem information through a specified fault information collection channel;

performing information classification processing on the service problem information to obtain at least one category of service problem information;

and determining a corresponding associated node according to the service problem information of each category, and sending a notification message to the associated node.

Optionally, the specified failure information collection channel is a specified instant messaging application, or a function in the specified instant messaging application, or a specified information receiving object.

Optionally, the acquiring at least one service problem information through a specified failure information collection channel includes:

when a preset fault collection period is reached, acquiring at least one service problem information acquired through a specified fault information collection channel; or,

when detecting that the number of the service problem information acquired through the specified fault information collection channel is larger than a preset number threshold, acquiring at least one piece of service problem information acquired through the specified fault information collection channel;

the method further comprises the following steps:

and merging and/or filtering the service problem information to delete repeated service problem information and/or invalid service problem information.

Optionally, the classifying the service problem information to obtain at least one category of service problem information includes:

judging whether the historical service problem information contains the at least one service problem information or not according to the historical service problem information acquired through the appointed fault information collection channel;

and if not, performing information classification processing on the service problem information to obtain at least one category of service problem information.

extracting keywords from the service problem information to obtain target keywords corresponding to the service problem information;

and determining at least one category to which the service problem information belongs according to the target keyword to obtain the service problem information of the at least one category.

Optionally, the determining, according to the target keyword, at least one category to which the service problem information belongs to obtain the service problem information of the at least one category includes:

determining a target category corresponding to the target keyword according to the target keyword and a corresponding relation between a pre-stored keyword and the category;

and determining the target category as at least one category to which the service problem information belongs to obtain the service problem information of at least one category.

Optionally, the determining the target category corresponding to the target keyword according to the target keyword and a correspondence between a pre-stored keyword and a category includes:

calculating a first similarity between the target keyword and a pre-stored keyword according to a preset similarity matching algorithm;

acquiring a second similarity which is larger than a preset similarity threshold from the first similarity;

acquiring a category corresponding to the keyword corresponding to the second similarity from the corresponding relation between the keyword and the category;

and determining the obtained category as a target category corresponding to the target keyword.

Optionally, the similarity matching algorithm comprises a euclidean distance algorithm, a hamming distance algorithm, a cosine similarity algorithm, a pearson correlation coefficient, and a Jaccard similarity coefficient.

Optionally, the determining, according to the target keyword, at least one category to which the service problem information belongs includes:

and classifying the service problem information according to the target keywords and a preset classification model to obtain the category of the service problem information, wherein the preset classification model is obtained by training historical service problem information through a preset classification algorithm.

Optionally, the classification algorithm includes a bayesian algorithm, a decision tree algorithm, a neural network algorithm, and a K-nearest neighbor KNN algorithm.

Optionally, the determining, according to the service problem information of each category, a corresponding associated node includes:

determining the service project information to which the service problem information of each category belongs according to the service problem information of each category;

determining a node of a corresponding service project according to the service project information;

and determining the nodes of the service projects as the associated nodes corresponding to the service problem information of each category.

Optionally, the sending a notification message to the associated node includes:

sending a notification message to the mailbox address of the associated node; or,

and sending a notification message containing voice data or text data to the mobile communication account of the associated node.

acquiring at least one service problem message through a target account in a designated instant messaging application;

and determining corresponding manager information according to the service problem information of each category, and sending a notification message to a manager corresponding to the manager information.

Optionally, the obtaining at least one service problem information through a target account in a specified instant messaging application includes:

when a preset fault collection period is reached, acquiring at least one service problem information acquired through a target account in a specified instant messaging application; or,

when detecting that the number of the service problem information acquired through the target account number in the appointed instant messaging application is larger than a preset number threshold value, acquiring at least one service problem information acquired through the target account number in the appointed instant messaging application;

the method further comprises the following steps:

Optionally, the determining, according to the service problem information of each category, manager information corresponding to the service problem information of each category includes:

determining manager information of the corresponding service project according to the service project information;

and determining the manager information of the service project as the manager information corresponding to the service problem information of each category.

Optionally, the sending a notification message to a manager corresponding to the manager information includes:

sending a notification message to a mailbox address of a manager corresponding to the manager information; or,

sending a notification message containing voice data or text data to the mobile communication account of the administrator.

The embodiment of this specification provides a collection device of fault information, the device includes:

the information acquisition module is used for acquiring at least one service problem information through a specified fault information collection channel;

the classification module is used for performing information classification processing on the service problem information to obtain at least one category of service problem information;

and the notification sending module is used for determining the associated node corresponding to the service problem information of each category according to the service problem information of each category and sending a notification message to the associated node.

Optionally, the information obtaining module is configured to obtain at least one piece of service problem information obtained through a specified failure information collection channel when a predetermined failure collection period is reached; or when the number of the service problem information acquired through the specified fault information collection channel is detected to be larger than a preset number threshold, acquiring at least one service problem information acquired through the specified fault information collection channel;

the device further comprises:

and the processing module is used for merging and/or filtering the service problem information so as to delete repeated service problem information and/or invalid service problem information.

Optionally, the classification module includes:

the judging unit is used for judging whether the historical service problem information contains the at least one service problem information or not according to the historical service problem information acquired through the specified fault information collecting channel;

and the classification unit is used for performing information classification processing on the service problem information to obtain at least one category of service problem information if the service problem information is not contained.

Optionally, the classification module includes:

a keyword extraction unit, configured to extract keywords from the service problem information to obtain target keywords corresponding to the service problem information;

and the category determining unit is used for determining at least one category to which the service problem information belongs according to the target keyword to obtain the service problem information of the at least one category.

Optionally, the category determining unit is configured to determine a target category corresponding to the target keyword according to the target keyword and a correspondence between a pre-stored keyword and a category; and determining the target category as at least one category to which the service problem information belongs to obtain the service problem information of at least one category.

Optionally, the category determining unit is configured to:

Optionally, the classification module is configured to classify the service problem information according to the target keyword and a predetermined classification model to obtain a category to which the service problem information belongs, where the predetermined classification model is obtained by training historical service problem information through a predetermined classification algorithm.

Optionally, the notification sending module includes:

the project determining unit is used for determining the business project information to which the business problem information of each category belongs according to the business problem information of each category;

a node determining unit, configured to determine a node of a corresponding service item according to the service item information;

and the associated node determining unit is used for determining the node of the service project as the associated node corresponding to the service problem information of each category.

Optionally, the notification sending module is configured to send a notification message to a mailbox address of the associated node; or sending a notification message containing voice data or text data to the mobile communication account of the associated node.

the information acquisition module is used for acquiring at least one service problem information through a target account number in a specified instant messaging application;

and the manager determining module is used for determining the manager information corresponding to the service problem information according to the service problem information of each category and sending a notification message to the manager corresponding to the manager information.

Optionally, the information obtaining module is configured to obtain, when a predetermined failure collection period is reached, at least one piece of service problem information obtained through a target account in a specified instant messaging application; or when detecting that the number of the service problem information acquired through the target account number in the specified instant messaging application is larger than a preset number threshold, acquiring at least one service problem information acquired through the target account number in the specified instant messaging application;

the device further comprises:

Optionally, the administrator determination module includes:

the manager information determining unit is used for determining the manager information of the corresponding service project according to the service project information;

the manager information determining unit is further configured to determine the manager information of the service item as manager information corresponding to the service problem information of each category.

Optionally, the administrator determining module is configured to send a notification message to a mailbox address of an administrator corresponding to the administrator information; or sending a notification message containing voice data or text data to the mobile communication account of the manager.

An embodiment of the present specification provides a fault information collection device, where the fault information collection device includes:

a processor; and

a memory arranged to store computer executable instructions that, when executed, cause the processor to:

a processor; and

As can be seen from the above technical solutions provided by the embodiments of the present specification, the embodiments of the present specification obtain at least one service problem information through a specified fault information collection channel, then, perform information classification processing on the service problem information to obtain at least one category of service problem information, determine a corresponding associated node according to each category of service problem information, and send a notification message to the associated node, so that when a user feeds back service problem information to a relevant administrator, only the specified fault information collection channel needs to send at least one service problem information, a subsequent server can process the service problem information to determine the corresponding associated node, and send the notification message to the associated node, and notify the fault administrator of processing corresponding service problems, so that faults and problems can be processed in time, and the fault processing efficiency is improved.

Drawings

In order to more clearly illustrate the embodiments of the present specification or the technical solutions in the prior art, the drawings needed to be used in the description of the embodiments or the prior art will be briefly introduced below, it is obvious that the drawings in the following description are only some embodiments described in the present specification, and for those skilled in the art, other drawings can be obtained according to the drawings without any creative effort.

FIG. 1 illustrates an embodiment of a method for collecting fault information according to the present disclosure;

fig. 2 is a schematic diagram illustrating a service problem information feedback according to the present disclosure;

fig. 3 is a schematic diagram illustrating feedback of another service problem information according to the present disclosure;

fig. 4 is a schematic diagram illustrating feedback of service problem information according to another embodiment of the present disclosure;

FIG. 5 is a flowchart of another embodiment of a method for collecting fault information;

FIG. 6 is a flowchart of another embodiment of a method for collecting fault information;

fig. 7 is a schematic diagram illustrating feedback of service problem information according to another embodiment of the present disclosure;

FIG. 8 is a flowchart of another embodiment of a method for collecting fault information;

FIG. 9 illustrates an embodiment of a fault information collection device according to the present disclosure;

FIG. 10 illustrates an embodiment of a fault information collection device according to the present disclosure;

fig. 11 is an embodiment of a fault information collecting device according to the present disclosure.

Detailed Description

The embodiment of the specification provides a method, a device and equipment for collecting fault information.

In order to make those skilled in the art better understand the technical solutions in the present specification, the technical solutions in the embodiments of the present specification will be clearly and completely described below with reference to the drawings in the embodiments of the present specification, and it is obvious that the described embodiments are only a part of the embodiments of the present specification, and not all of the embodiments. All other embodiments obtained by a person skilled in the art based on the embodiments in the present specification without any inventive step should fall within the scope of protection of the present specification.

Example one

As shown in fig. 1, an execution subject of the method may be a terminal device or a server, where the terminal device may be a device such as a personal computer, or may also be a mobile terminal device such as a mobile phone and a tablet computer, and the terminal device may be a terminal device used by a user. The server may be an independent server, or a server cluster composed of a plurality of servers, and the server may be a background server of a certain service, or a background server of a certain website (such as an online shopping website or a payment application), and the like. The method may be used to collect fault information, and may send a fault feedback notification to a relevant node of a relevant fault manager, and in order to improve processing efficiency of service problem information, in this embodiment, an execution main body is taken as an example for description, and for a case of a terminal device, processing may be performed according to related contents described below, which is not described herein again. The method may specifically comprise the steps of:

in step S102, at least one service problem information is acquired through a designated failure information collection channel.

The failure information collection channel may be a channel for collecting failures or problems occurring in the use or operation process of a certain service, a certain application program, or a certain commodity or product, and may be one or multiple, for example, a preset failure feedback option and/or a preset failure feedback account. The service may be any service, such as an online payment service, an online shopping service, a financial management service, and the like, and may further include a service corresponding to a certain application program or a service corresponding to a part of program content of a certain application program. The fault feedback account may be an account of an instant messaging application, the instant messaging application may be an application program for performing instant messaging, the instant messaging application may include a plurality of accounts, and each user may apply for one or more accounts. Through the account, the user can add other accounts in the communication application, so that the user can communicate with the users corresponding to the other accounts.

In implementation, a certain service, application program or product is implemented based on the idea and logic of a technician during the development process, and the service, application program or product may cause a failure of the service, application program or product in actual application due to external factors such as the surrounding environment and/or some internal factors of the service, application program or product, in order to solve the failure, a user may generally find a feedback manner of the failure through a webpage of a website or a package of the product corresponding to the service, application program or product, take a certain application program (such as a pay treasure or a panning treasure) as an example, as shown in fig. 2, a setting item such as "help feedback" is set in the application program, if the user has a failure during the use of the application program, the user may click the setting item such as "help feedback" in the application program, at this time, the application program may obtain common fault information and corresponding solutions from the server, and may also provide a feedback interface of the fault information, through which the latest service problem information may be fed back to the server.

In addition to the above manner, the service, application program or product may also provide a fault feedback account, such as an account of an instant messaging application (e.g., a nail account), and if a fault occurs during the use of the application program, the user may send the latest service problem information to the account through the instant messaging application. In addition, a group of instant messaging applications can be established for the service, the application program or the product, and if a user fails in the process of using the application program, the user can send the latest service problem information and the like to the group.

In the following, a manner of the above-mentioned instant messaging application group is described, a failure feedback group of a certain service, application program or product may be established in a predetermined instant messaging application, the group may include accounts of people related to the service, application program or product, for example, an account of a developer of the service, application program or product, an account of a user technical support person, an account of a person who performs maintenance failure feedback, and the like, and in addition, the group may also include an account of a person who is responsible for a related failure, where a service may be composed of a plurality of sub-services, and each sub-service may set one or more persons who are responsible for a failure, and the like. Generally, if a certain user in the group finds one or more pieces of service problem information, the found service problem information needs to be reported to a responsible person in time, and since the number of people in the group is generally large, if the user wants to feed back the service problem information, the corresponding responsible person may not be found, at this time, the user may send the service problem information to each user in the group, or, as shown in fig. 3, all users in the "@" group send the service problem information, or, as shown in fig. 4, the service problem information may be sent to an account or the like designated in the failure feedback group for failure feedback.

In step S104, the service problem information is classified to obtain at least one category of service problem information.

The category of the service problem information may be set according to an actual situation, for example, the category of the service problem information may be a sub-service in a certain service, or may be a function in an application, or may be information corresponding to a certain component or function in a product, such as a, b, or c, 1, 2, or 3.

In implementation, if the service problem information obtained through the processing in step S102 includes a plurality of pieces, considering that there may be a plurality of pieces of service problem information proposed for the same sub-service, function, or component, and the same sub-service, function, or component often has the same associated node, in this embodiment of the present specification, information classification processing may be performed on the obtained service problem information, that is, information such as a distance between each piece of service problem information and different categories may be calculated through a preset classification algorithm, a category closest to the distance between the pieces of service problem information may be determined through numerical values such as the calculated distance, and the category closest to the obtained distance may be determined as a category to which the piece of service problem information belongs. The service problem information belonging to the same category can be classified into one storage area, so that the service problem information of at least one category can be obtained through the processing process.

In addition, if the number of the service problem information obtained through the processing in step S102 is 1, the obtained service problem information may be directly subjected to information classification processing, that is, information such as distances between the service problem information and different categories may be calculated by a preset classification algorithm, a category closest to the distance between the service problem information may be determined by numerical values such as the calculated distances, and the obtained category closest to the distance may be determined as the category to which the service problem information belongs. Thus, through the processing procedure, at least one category of service problem information can be obtained.

In step S106, a corresponding associated node is determined according to the service problem information of each category, and a notification message is sent to the associated node.

The associated node may be a node corresponding to different categories of service problem information, such as information of a person in charge of a certain category of service problem information or associated address information or interface information of a certain category of service problem information.

In an implementation, the server may store the corresponding relations between different categories and associated nodes, and the corresponding relations may be stored in a table manner, as shown in table 1,

TABLE 1

Categories of	Association node
		Class A	Node 1
Category B	Node 2
		Class C	Node 3

When the category to which each service problem information belongs is determined through the processing of step S104, the corresponding relationship between the different categories and the associated nodes shown in table 1 may be queried, and the associated node corresponding to the category to which each service problem information belongs may be found, for example, through the above-mentioned processing of step S104, the category to which the service issue information belongs is determined as category B, then, through the correspondence relationship in table 1, it is determined that the associated node corresponding to category B is node 2, and then node 2 is the associated node corresponding to the service problem information of category B, or, through the processing of the above step S104, the categories to which the service problem information belongs are determined as category a and category C, then, through the correspondence relationship in the above table 1, it is determined that the associated node corresponding to the category a is node 1, the associated node corresponding to the category C is node 3, the node 1 and the node 3 are the associated nodes corresponding to the service problem information of each category, and the like.

After the associated node is obtained in the above manner, in order to timely notify the responsible person of the fault corresponding to the associated node that the fault is currently fed back, the related information of the associated node, for example, address information (including network address information, mailbox address information, and the like) of the associated node, mobile communication account information (such as a mobile phone number, and the like) and the like, may be obtained, and the service problem information may be used to generate a notification message and send the notification message to the associated node, so that the responsible person of the fault may timely know the fed back fault information, and thus, the fault may be conveniently cleared, the service problem may be solved, and the service problem may be fed back.

The embodiment of the specification provides a method for collecting fault information, which includes acquiring at least one service problem information through a specified fault information collection channel, classifying the service problem information to obtain at least one category of service problem information, determining a corresponding associated node according to each category of service problem information, and sending a notification message to the associated node, so that when a user feeds back the service problem information to a relevant manager, only the specified fault information collection channel is needed to send at least one service problem information, a subsequent server can process the service problem information to determine the corresponding associated node and send the notification message to the associated node, and the fault manager is notified to process the corresponding service problem, so that faults and problems can be processed in time, and the fault processing efficiency is improved.

Example two

As shown in fig. 5, an execution subject of the method may be a terminal device or a server, where the terminal device may be a device such as a personal computer, or may also be a mobile terminal device such as a mobile phone and a tablet computer, and the terminal device may be a terminal device used by a user. The server may be an independent server, or a server cluster composed of a plurality of servers, and the server may be a background server of a certain service, or a background server of a certain website (such as an online shopping website or a payment application), and the like. The method may be used to collect fault information, and may send a fault feedback notification to a relevant node of a relevant fault manager, and in order to improve processing efficiency of service problem information, in this embodiment, an execution main body is taken as an example for description, and for a case of a terminal device, processing may be performed according to related contents described below, which is not described herein again. The method may specifically comprise the steps of:

in step S502, when a predetermined failure collection period is reached, at least one service problem information acquired through a designated failure information collection channel is acquired.

The failure collection period may be set according to actual conditions, for example, 2 hours, 12 hours, or 24 hours. The specified failure information collection channel can be a specified instant messaging application, or a function in the specified instant messaging application, or a specified information receiving object (such as a specified information receiving account or interface, etc.), etc.

In implementation, the failure collection period may be preset in the server according to actual conditions. In the manner mentioned in step S102 in the first embodiment, a failure feedback group of a certain service, application program, or product may be established in a predetermined instant messaging application, where the group may include an account number of a person related to the service, application program, or product, such as an account number of a developer of the service, application program, or product, an account number of a support person in user technology, an account number of a person who performs maintenance failure feedback, and the like, and the group may further include an account number of a person in charge of a related failure, where the service may be composed of a plurality of sub-services, and each sub-service may be provided with one or more persons in charge of a failure, and the like. In addition, in view of the fact that the number of people included in the fault feedback group may be large, when business problem information is fed back, an account of a corresponding responsible person may not be found, and repeated and invalid business problem information may exist in the fed back business problem information, in order to solve the above problems, in this embodiment of the present specification, an account for collecting business problem information may be set in the fault feedback group, so that the account may be used as an interface to obtain related data, and the data may be sent to a server for related processing. Specifically, as shown in fig. 4, if a certain user in the failure feedback group finds one or more pieces of service problem information, the account may be "@" and may input the one or more pieces of service problem information, and after the input is completed, a send button in the instant messaging application may be clicked, and the account may receive the service problem information. When a preset fault collection period is reached, the server can acquire the service problem information received by the account in the previous fault collection period from the account.

In addition, besides the service problem information can be obtained in the above manner, the service problem information can also be obtained in a plurality of manners, and an optional processing manner is provided as follows, which may specifically include the following: and when the number of the service problem information acquired through the specified fault information collection channel is detected to be larger than a preset number threshold value, acquiring at least one piece of service problem information acquired through the specified fault information collection channel.

The predetermined number threshold may be set according to actual situations, and specifically, the predetermined number threshold is 20 or 50, for example.

In implementation, based on the above example, the users in the failure feedback group may still send the business problem information to the account by using the above account with "@" and may input one or more pieces of business problem information. When detecting that the number of the service problem information acquired in the manner is greater than a predetermined number threshold, the server may acquire the received service problem information from the account.

In step S504, the service problem information is merged and/or filtered to delete duplicate service problem information and/or invalid service problem information.

The invalid service problem information may not include the specified keyword, or the category to which the invalid service problem information belongs may not be determined, or the service problem information which is not related to each service may be used.

In practice, it is considered that if a plurality of service issue information are included, duplicate and/or invalid service issue information may be included therein, in order to reduce the processing pressure of the server, the acquired service problem information can be preprocessed, namely, the acquired service problem information can be merged, so that the repeated service problem information can be merged into one service problem information, that is, any one of the repeated service problem information can be retained, and other service problem information in the repeated service problem information can be deleted, then, the processed service problem data can be filtered, that is, it is detected whether the obtained service problem information is valid, and if it is valid, the following process of step S506 may be performed, and if it is invalid, the invalid service problem information may be deleted. Through the processing process, the quantity of the acquired service problem information is reduced, so that the processing pressure of the server can be greatly reduced.

In addition, the processing in step S502 and step S504 is to process the acquired service problem information within a certain time period or in a certain amount, and in practical application, the implementation is not limited to the above implementation, and the embodiment of this specification may also process the service problem information received in real time, which may specifically refer to the following relevant contents: acquiring service problem information through a specified fault information collection channel; judging whether the historical service problem information contains the at least one service problem information or not according to the historical service problem information acquired through the specified fault information collection channel; if the information is contained, the at least one service problem information is discarded, and if the information is not contained, the following processing of step S506 to step S516 may be performed.

The historical service problem information may be service problem information acquired before the current time point, or may be service problem information acquired in a predetermined time period before the current time point, and the like.

In implementation, based on the above example, the users in the failure feedback group may still send the business problem information to the account by using the above account with "@" and may input one or more pieces of business problem information. The account may send the received service problem information to the server, and the server may detect whether the service problem information has been fed back before or is valid, match the service problem information with stored historical service problem information, indicate that the service problem information has been fed back before if the service problem information matches one or more of the historical service problem information in the historical service problem information, at this time, the service problem information may be discarded, indicate that the service problem information has not been fed back before if the service problem information does not match the historical service problem information, and at this time, the processing in the following steps S506 to S516 may be performed.

In step S506, keyword extraction is performed on the service problem information to obtain a target keyword corresponding to the service problem information.

The target keyword may be a character, a word composed of a plurality of characters, or a set composed of one or more characters and one or more words, where the character may include a number, a letter, an english letter, a symbol, and the like.

In implementation, the process of extracting keywords from the service problem information may be implemented by various algorithms, such as TF-IDF (Term Frequency-Inverse text Frequency index) algorithm, TextRank algorithm, and the like. The keyword extraction may be performed on the service problem information through the algorithm, that is, the service problem information may be first subjected to word segmentation to obtain corresponding analysis results, one or more keywords may be extracted from the obtained word segmentation results, and the extracted keywords may be target keywords.

In step S508, at least one category to which the service problem information belongs is determined according to the target keyword, so as to obtain the service problem information of the at least one category.

In implementation, after obtaining the target keyword corresponding to each service problem information through the processing manner, the target keyword corresponding to the service problem information may be obtained for any service problem information, a weight of each target keyword may be calculated, specifically, the weight of the target keyword may be determined according to the number of times the target keyword appears in the service problem information, or the degree of correlation between the target keyword and each category, and the like, the target keyword having the largest weight value may be obtained, and the category having the highest degree of correlation with the target keyword may be used as the category to which the service problem information belongs, or the category (may be the category or the like related to the target keyword) corresponding to the target keyword having a weight value greater than a predetermined threshold value may be used as the category to which the service problem information belongs.

In practical applications, the processing of step S508 may be various, and an alternative processing manner is provided below, which may specifically include the following: determining a target category corresponding to the target keyword according to the target keyword and a corresponding relation between the prestored keyword and the category; and determining the target category as at least one category to which the service problem information belongs to obtain the service problem information of at least one category.

In implementation, the server may store a corresponding relationship between the keyword and the category, where the corresponding relationship may be stored in a form of a table, and the corresponding relationship may specifically be shown in table 2 below, taking the wealth service in the payment of treasures as an example.

TABLE 2

The server may obtain a target keyword corresponding to the service problem information through the processing procedure, and may match the obtained target keyword with the keywords in table 2, for example, the service problem information is that uploading of pictures fails when stocks are imported in batch, and accordingly, the obtained target keyword may be the stocks imported in batch and the uploaded pictures, and may obtain that the target keyword is matched with the keywords in the second row in table 2 by matching with the keywords in table 2, at this time, a category, i.e., category a, corresponding to the keywords such as the stocks imported in batch and the uploaded pictures may be searched from table 2, and the target category corresponding to the target keyword is category a, and the category a is determined as the category to which the service problem information belongs, so as to obtain the service problem information of category a.

The above processing for determining the target class corresponding to the target keyword may be various, and the following alternative processing manner may not specifically include the following processing from step one to step four.

Step one, calculating a first similarity between a target keyword and a pre-stored keyword according to a preset similarity matching algorithm.

The similarity matching algorithm may include an euclidean distance algorithm, a hamming distance algorithm, a cosine similarity algorithm, a pearson correlation coefficient, a Jaccard similarity coefficient, and the like.

In implementation, taking the similarity matching algorithm as the euclidean distance algorithm as an example, each target keyword and a pre-stored keyword may be vectorized to obtain a vector corresponding to each target keyword and a vector corresponding to each keyword, and the euclidean distance between each target keyword and each keyword may be calculated by using the vectors, where if the obtained euclidean distance is larger, it indicates that the difference between the corresponding target keyword and the corresponding keyword is larger, and the similarity between the corresponding target keyword and the corresponding keyword is smaller, and if the obtained euclidean distance is smaller, it indicates that the difference between the corresponding target keyword and the corresponding keyword is smaller, and the similarity between the corresponding target keyword and the corresponding keyword is larger (i.e., the two keywords are more similar). Considering that the magnitude of the numerical value of the euclidean distance and the degree of similarity exhibit a negative correlation, the obtained numerical value of the euclidean distance may be inverted, and the inverted numerical value may be determined as the first degree of similarity between the target keyword and the pre-stored keyword.

It should be noted that, in practical applications, the similarity matching algorithm is not limited to the above euclidean distance algorithm, nor to the above hamming distance algorithm, cosine similarity algorithm, pearson correlation coefficient, Jaccard similarity coefficient, and the like, and for other similarity matching algorithms, the similarity matching algorithm may be executed based on the characteristics of the corresponding similarity matching algorithm and referring to the related content in the above euclidean distance algorithm, and details thereof are not repeated herein.

And step two, acquiring a second similarity which is larger than a preset similarity threshold from the first similarity.

The similarity threshold may be set according to actual conditions, specifically, for example, 80% or 90%, or may also be 0.5 or 0.7.

In implementation, the greater the similarity between the target keyword and the keyword, the closer the target keyword and the keyword are, the greater the similarity between the target keyword and the keyword may be, one or more numerical values may be selected from the plurality of first similarities, so as to improve the accuracy of similarity matching, a similarity threshold may be set in advance, and a second similarity greater than the similarity threshold may be selected from the first similarities.

For example, the similarity threshold is 0.5, the first similarities include 0.3, 0.7, 0.1, 0.8, and 0.9, and the second similarities include 0.7, 0.8, and 0.9.

And step three, acquiring the category corresponding to the keyword corresponding to the second similarity from the corresponding relation between the keyword and the category.

In implementation, the keywords and the target keywords corresponding to the second similarity may be obtained, such as the keyword and the target keyword corresponding to 0.7, the keyword and the target keyword corresponding to 0.8, and the keyword and the target keyword corresponding to 0.9, and the category corresponding to each of the obtained keywords may be obtained from the correspondence shown in table 2.

And step four, determining the obtained category as a target category corresponding to the target keyword.

It should be noted that, if the same service problem information corresponds to a plurality of different categories, the category corresponding to the maximum numerical value in the second similarity degree may be used as the category to which the service problem information belongs, the category with the largest number of categories appearing in the plurality of categories may be used as the category to which the service problem information belongs, the plurality of different categories may be used as the categories to which the service problem information belongs, and the like, and this is not limited in this description embodiment.

The process of determining at least one category to which the service problem information belongs according to the target keyword may include various realizations besides being realized in the foregoing manner, and the following provides another selectable realization method, which may specifically include the following: and classifying the service problem information according to the target keywords and a preset classification model to obtain the category of the service problem information, wherein the preset classification model is obtained by training historical service problem information through a preset classification algorithm.

The classification algorithm may include a bayesian algorithm, a decision tree algorithm, a neural network algorithm, a KNN (K-Nearest Neighbor) algorithm, and the like.

In the implementation, for example, the classification algorithm is a decision tree algorithm, and for other algorithms, the following related content processing may be referred to, and details are not described herein. Specifically, the historical service problem information may be obtained, and the historical service problem information may be divided into two parts, one part serving as a training sample and the other part serving as an evaluation sample. Keyword extraction can be performed on the training samples to obtain a plurality of keywords. Firstly, a new decision tree is created, a group of inequality conditions are randomly created at each node to be split of the decision tree according to variables, a child node is pre-divided into training samples according to the inequality conditions, and the gain under the inequality condition division can be determined for the pre-division calculation. After the gain is calculated, if the number of training samples received by a node to be split is enough and an inequality condition exists so that the gain exceeds a certain threshold, splitting the child node of the node to be split by using the inequality condition with the maximum gain, and then, continuing the data iteration in the same way. And (4) evaluating the child node after the decision tree is split once, wherein if the sample size and the like meet certain requirements, the child node becomes a leaf node, and the splitting is stopped. When one decision tree has no nodes to be split or the quantity of training samples reaches a certain number, the construction of one decision tree is completed, and a plurality of decision trees can be constructed by the method, so that a classification model is established. Based on the above manner, a classification model can be established through the obtained multiple keywords and a predetermined classification algorithm, after the classification model is obtained, the classification model can be evaluated through the evaluation sample according to indexes such as accuracy and the like, if the evaluation result is passed, the classification model can be deployed into a service system for use, and if the evaluation result is not passed, the classification model can be retrained until the evaluation result is passed.

After the target keyword corresponding to the service problem information is obtained, the target keyword can be input into the classification model, and the classification result of the service problem information can be obtained through the calculation of the classification model, so that the category to which the service problem information belongs can be obtained.

In step S510, service item information to which the service problem information of each category belongs is determined according to the service problem information of each category.

The service item information may be related information (such as an item name, a code, and the like) of an item in a certain service, for example, related information of a wealth item in a pay service, and the like. The server may store a corresponding relationship between the category and the service item information, where the corresponding relationship may be a further extension of the corresponding relationship in table 2, which may be shown in table 3 below.

TABLE 3

In implementation, based on the example in step S508, if the service problem information is that uploading pictures fails when stocks are imported in batch, the obtained target keyword may be the stocks imported in batch and the uploaded pictures, and by matching the target keyword with the keywords in table 3, the target keyword may be obtained to match the keywords in the second row in table 2, at this time, the category a corresponding to the keywords such as the stocks imported in batch and the uploaded pictures may be searched from table 3, and the corresponding service item information may be determined to be payable stocks through the category a.

In step S512, a node of the corresponding service item is determined according to the service item information.

In practice, each business project will be provided with contact information or notification interfaces for one or more responsible persons (i.e., the nodes of the business project). The service item information can be analyzed to determine the corresponding service item, so that the node of the service item, that is, the contact information or notification interface of one or more responsible persons of the service item, can be obtained.

In step S514, the node of the service item is determined as the associated node corresponding to the service problem information of each category.

It should be noted that the processing in steps S510 to S514 may be simplified, that is, categories and business item information may be merged, category a in table 3 may be replaced with a treasury payment stock, category B may be replaced with a treasury balance and category C may be replaced with an insurance service, as shown in table 4 below.

TABLE 4

In this way, the processing of steps S510 to S514 may be directly changed to the determination of the corresponding associated node based on the service problem information for each category.

In step S516, a notification message is sent to the mailbox address of the associated node; or sending a notification message containing voice data or text data to the mobile communication account of the associated node.

The mobile communication account may be a communication account used by the terminal device to access the mobile communication network, such as a mobile phone number.

The processing procedure of step S516 may refer to the relevant content of step S106 in the first embodiment, and is not described herein again.

EXAMPLE III

As shown in fig. 6, an execution subject of the method may be a terminal device or a server, where the terminal device may be a device such as a personal computer, or may also be a mobile terminal device such as a mobile phone or a tablet computer, and the terminal device may be a terminal device used by a user. The server may be an independent server, or a server cluster composed of a plurality of servers, and the server may be a background server of a certain service, or a background server of a certain website (such as an online shopping website or a payment application), and the like. The method may be used to collect fault information, and may send a fault feedback notification to a relevant node of a relevant fault manager, and in order to improve processing efficiency of service problem information, in this embodiment, an execution main body is taken as an example for description, and for a case of a terminal device, processing may be performed according to related contents described below, which is not described herein again. The method may specifically comprise the steps of:

in step S602, at least one service problem message is obtained through a target account in a specified instant messaging application.

The target account may be an account for facilitating fault feedback of a user, and the target account may serve as a data input interface of the server.

In implementation, with the continuous development of network technology and terminal technology, application programs become an indispensable tool in daily life and work of people, people can edit characters through the application programs, can watch videos through the application programs, and can perform instant messaging with other users through the application programs.

Generally, people can communicate and contact with each other by making a call or sending a short message, but making a call or sending a short message is not convenient for a user, and the user needs to know the telephone number of the other party, and the telephone number of the user may be changed at any time, and in addition, making a call or sending a short message brings great extra cost to the user. In order to improve the communication efficiency between different users, instant messaging applications have been proposed. The instant messaging application usually works based on data traffic, text information, image information, video information and the like can be sent to different users through the instant messaging application, the use is convenient and simple, the communication efficiency among the users can be improved, and particularly, the communication among different users in a company or a public institution can be improved. In addition, in order to send the same message to multiple users in the instant messaging application, a group may be set up in the instant messaging application, where the group may be set up for one or more interests, or may be set up for one service, such as a service failure feedback group a or a service research and development group B.

In this embodiment of the present specification, fault feedback of a certain service may be performed through an instant messaging application, so a fault feedback group of the service may be established in a predetermined instant messaging application, where the group may include an account of a person related to the service, such as an account of a research and development staff of the service, an account of a user technical support staff, an account of a maintenance fault feedback staff, and the like, and in addition, the group may further include an account of a responsible staff (i.e., a fault manager) of the related fault, where the service may also be composed of multiple sub-services, and each sub-service may be provided with one or more fault managers, and the like. Generally, if a certain user in the group finds one or more pieces of service problem information, the found service problem information needs to be reported to a fault manager in time, and since the number of people in the group is generally large, if the user wants to feed back the service problem information, the corresponding fault manager may not be found, and at this time, the user may send the service problem information to each user in the group, or all users in the "@" group, and send the service problem information. Although the service problem information is already sent by the instant messaging application, the fault manager may miss the above key chat information in the first time, and for the fault and the problem being not processed in time, the embodiment of the present specification provides a solution, which may specifically include the following:

an account for collecting service problem information may be set in the failure feedback group (the account may be named as a failure feedback or problem collection chat robot, etc.), so that when a certain user in the failure feedback group finds certain service problem information or information, the account may be "@" and may input one or more service problem information, for example, as shown in fig. 7, when the "@" problem collection chat robot uploads pictures when introducing stocks in batches, the "@ problem collection chat robot fails" and may click a send button in an instant messaging application after completing the input, and the account may receive the service problem information and may send the service problem information to a server.

In step S604, the service problem information is classified to obtain at least one category of service problem information.

The content of the step S604 is the same as the content of the step S104 in the first embodiment, and the processing procedure of the step S604 may refer to the related content of the step S104, which is not described herein again.

In step S606, the manager information corresponding to the service problem information of each category is determined, and a notification message is sent to the manager corresponding to the manager information.

The processing procedure of step S604 may refer to the relevant content of step S104 in the first embodiment or step S516 in the second embodiment, and is not described herein again.

Example four

As shown in fig. 8, an execution subject of the method may be a terminal device or a server, where the terminal device may be a device such as a personal computer, or may also be a mobile terminal device such as a mobile phone or a tablet computer, and the terminal device may be a terminal device used by a user. The server may be an independent server, or a server cluster composed of a plurality of servers, and the server may be a background server of a certain service, or a background server of a certain website (such as an online shopping website or a payment application), and the like. The method may be used to collect fault information, and may send a fault feedback notification to a relevant node of a relevant fault manager, and in order to improve processing efficiency of service problem information, in this embodiment, an execution main body is taken as an example for description, and for a case of a terminal device, processing may be performed according to related contents described below, which is not described herein again. The method may specifically comprise the steps of:

in step S802, when a predetermined failure collection period is reached, at least one service problem information acquired through a target account in a designated instant messaging application is acquired.

In addition, besides the service problem information can be obtained in the above manner, the service problem information can also be obtained in a plurality of manners, and an optional processing manner is provided as follows, which may specifically include the following: when the number of the service problem information acquired through the target account number in the appointed instant messaging application is detected to be larger than a preset number threshold value, acquiring at least one service problem information acquired through the target account number in the appointed instant messaging application.

In step S804, the service problem information is merged and/or filtered to delete the duplicate service problem information and/or the invalid service problem information.

In addition, the processing in step S802 and step S804 is to process the acquired service problem information within a certain time period or in a certain amount, and in practical application, the implementation is not limited to the above implementation, and the embodiment of this specification may also process the service problem information received in real time, which may specifically refer to the following relevant contents: acquiring at least one service problem message through a target account in a designated instant messaging application; judging whether the historical service problem information contains the at least one service problem information or not according to the historical service problem information acquired through the appointed instant messaging application; if the information is included, the at least one service problem information is discarded, and if the information is not included, the following processes of step S806 to step S816 may be performed.

In step S806, keyword extraction is performed on the service problem information to obtain a target keyword corresponding to the service problem information.

In step S808, at least one category to which the service problem information belongs is determined according to the target keyword, so as to obtain the service problem information of the at least one category.

The classification algorithm may include a bayesian algorithm, a decision tree algorithm, a neural network algorithm, a K-nearest neighbor KNN algorithm, and the like.

In step S810, service item information to which the service issue information of each category belongs is determined according to the service issue information of each category.

In step S812, the manager information of the corresponding service item is determined based on the service item information.

In step S814, the manager information of the service item is determined as the manager information corresponding to the service problem information for each category.

In step S816, a notification message is sent to the mailbox address of the administrator corresponding to the administrator information; or sending a notification message containing voice data or text data to the mobile communication account of the manager.

In practical applications, the instant messaging application may be a nail, and when sending the notification message to the administrator, the notification message of voice data or text data may also be sent to the corresponding administrator through a "DING" function of the nail.

EXAMPLE five

Based on the same idea, the method for collecting fault information provided in the embodiment of the present specification further provides a device for collecting fault information, as shown in fig. 9.

The failure information collection device includes: an information acquisition module 901, a classification module 902 and a notification sending module 903, wherein:

an information obtaining module 901, configured to obtain at least one service problem information through a specified failure information collection channel;

a classification module 902, configured to perform information classification processing on the service problem information to obtain service problem information of at least one category;

a notification sending module 903, configured to determine, according to the service problem information of each category, a corresponding associated node, and send a notification message to the associated node.

In an embodiment of this specification, the specified failure information collection channel is a specified instant messaging application, or a function in the specified instant messaging application, or a specified information receiving object.

In this embodiment of the present specification, the information obtaining module 901 is configured to obtain, when a predetermined failure collection period is reached, at least one piece of service problem information obtained through a specified failure information collection channel; or when the number of the service problem information acquired through the specified fault information collection channel is detected to be larger than a preset number threshold, acquiring at least one service problem information acquired through the specified fault information collection channel;

the device further comprises:

In this embodiment of the present specification, the classifying module 902 includes:

In an embodiment of this specification, the category determining unit is configured to determine, according to the target keyword and a correspondence between a pre-stored keyword and a category, a target category corresponding to the target keyword; and determining the target category as at least one category to which the service problem information belongs to obtain the service problem information of at least one category.

In an embodiment of this specification, the category determining unit is configured to:

In the embodiment of the present specification, the similarity matching algorithm includes an euclidean distance algorithm, a hamming distance algorithm, a cosine similarity algorithm, a pearson correlation coefficient, and a Jaccard similarity coefficient.

In this embodiment of the present specification, the classification module 902 is configured to classify the service problem information according to the target keyword and a predetermined classification model to obtain a category to which the service problem information belongs, where the predetermined classification model is obtained by training historical service problem information through a predetermined classification algorithm.

In the embodiments of the present specification, the classification algorithm includes a bayesian algorithm, a decision tree algorithm, a neural network algorithm, and a K-nearest neighbor KNN algorithm.

In this embodiment of this specification, the notification sending module 903 includes:

In this embodiment of the present specification, the notification sending module 903 is configured to send a notification message to a mailbox address of the associated node; or sending a notification message containing voice data or text data to the mobile communication account of the associated node.

The embodiment of the present specification provides a device for collecting fault information, which obtains at least one service problem information through a designated fault information collection channel, and then, can classify and process the service problem information to obtain at least one category of service problem information, and can determine a corresponding associated node according to each category of service problem information, and send a notification message to the associated node, so that when a user feeds back the service problem information to a relevant manager, only the designated fault information collection channel needs to send at least one service problem information, a subsequent server can process the service problem information to determine the corresponding associated node, and send the notification message to the associated node, and notify the fault manager to process the corresponding service problem, so that the fault and the problem can be processed in time, and the fault processing efficiency is improved.

EXAMPLE six

Based on the same idea, the embodiments of the present specification further provide a device for collecting fault information, as shown in fig. 10.

The failure information collection device includes: an information acquisition module 1001, a classification module 1002, and a manager determination module 1003, wherein:

an information obtaining module 1001, configured to obtain at least one service problem information through a target account in a specified instant messaging application;

a classification module 1002, configured to perform information classification processing on the service problem information to obtain service problem information of at least one category;

the manager determining module 1003 is configured to determine, according to the service problem information of each category, manager information corresponding to the service problem information, and send a notification message to a manager corresponding to the manager information.

In this embodiment of the present specification, the information obtaining module 1001 is configured to, when a predetermined failure collection period is reached, obtain at least one piece of service problem information obtained through a target account in a specified instant messaging application; or when detecting that the number of the service problem information acquired through the target account number in the specified instant messaging application is larger than a preset number threshold, acquiring at least one service problem information acquired through the target account number in the specified instant messaging application;

the device further comprises:

In this embodiment of the present specification, the manager determining module 1003 includes:

In this embodiment of the present specification, the administrator determining module 1003 is configured to send a notification message to a mailbox address of an administrator corresponding to the administrator information; or sending a notification message containing voice data or text data to the mobile communication account of the manager.

EXAMPLE seven

Based on the same idea, the above apparatus for collecting fault information provided in the embodiments of the present specification further provides a device for collecting fault information, as shown in fig. 11.

The failure information collecting device may be the server provided in the above embodiments.

The collection devices of fault information may vary greatly due to different configurations or performances, and may include one or more processors 1101 and a memory 1102, where the memory 1102 may store one or more stored applications or data. Wherein memory 1102 may be transient or persistent. The application program stored in memory 1102 may include one or more modules (not shown), each of which may include a series of computer-executable instructions in a collection device for fault information. Still further, the processor 1101 may be configured to communicate with the memory 1102 to execute a series of computer-executable instructions in the memory 1102 on a collection device for fault information. The collection of fault information may also include one or more power supplies 1103, one or more wired or wireless network interfaces 1104, one or more input-output interfaces 1105, one or more keyboards 1106.

In particular, in this embodiment, the apparatus for collecting fault information includes a memory, and one or more programs, where the one or more programs are stored in the memory, and the one or more programs may include one or more modules, and each module may include a series of computer-executable instructions for the apparatus for collecting fault information, and the one or more programs configured to be executed by the one or more processors include computer-executable instructions for:

In an embodiment of this specification, the acquiring at least one service problem information through a specified failure information collection channel includes:

further comprising:

In this embodiment of the present specification, the classifying information of the service problem information to obtain service problem information of at least one category includes:

In this embodiment of this specification, the determining, according to the target keyword, at least one category to which the service problem information belongs to obtain the service problem information of the at least one category includes:

In an embodiment of this specification, the determining, according to the target keyword and a correspondence between a pre-stored keyword and a category, a target category corresponding to the target keyword includes:

In this embodiment of this specification, the determining, according to the target keyword, at least one category to which the service problem information belongs includes:

In this embodiment of this specification, the determining, according to the service problem information of each category, an associated node corresponding to the service problem information includes:

In this embodiment of this specification, the sending a notification message to the associated node includes:

In an embodiment of this specification, the obtaining at least one service problem information through a target account in a specified instant messaging application includes:

further comprising:

In this embodiment of this specification, the determining, according to the service problem information of each category, the manager information corresponding to the service problem information includes:

In an embodiment of this specification, the sending a notification message to a manager corresponding to the manager information includes:

The embodiment of the present specification provides a fault information collecting device, which obtains at least one service problem information through a designated fault information collecting channel, and then, can classify and process the service problem information to obtain at least one category of service problem information, and can determine a corresponding associated node according to each category of service problem information, and send a notification message to the associated node, so that when a user feeds back the service problem information to a relevant manager, only the designated fault information collecting channel needs to send at least one service problem information, a subsequent server can process the service problem information to determine the corresponding associated node, and send the notification message to the associated node, and notify the fault manager of processing the corresponding service problem, so that the fault and the problem can be processed in time, and the fault processing efficiency is improved.

The foregoing description has been directed to specific embodiments of this disclosure. Other embodiments are within the scope of the following claims. In some cases, the actions or steps recited in the claims may be performed in a different order than in the embodiments and still achieve desirable results. In addition, the processes depicted in the accompanying figures do not necessarily require the particular order shown, or sequential order, to achieve desirable results. In some embodiments, multitasking and parallel processing may also be possible or may be advantageous.

In the 90 s of the 20 th century, improvements in a technology could clearly distinguish between improvements in hardware (e.g., improvements in circuit structures such as diodes, transistors, switches, etc.) and improvements in software (improvements in process flow). However, as technology advances, many of today's process flow improvements have been seen as direct improvements in hardware circuit architecture. Designers almost always obtain the corresponding hardware circuit structure by programming an improved method flow into the hardware circuit. Thus, it cannot be said that an improvement in the process flow cannot be realized by hardware physical modules. For example, a Programmable Logic Device (PLD), such as a Field Programmable Gate Array (FPGA), is an integrated circuit whose Logic functions are determined by programming the Device by a user. A digital system is "integrated" on a PLD by the designer's own programming without requiring the chip manufacturer to design and fabricate application-specific integrated circuit chips. Furthermore, nowadays, instead of manually making an integrated Circuit chip, such Programming is often implemented by "logic compiler" software, which is similar to a software compiler used in program development and writing, but the original code before compiling is also written by a specific Programming Language, which is called Hardware Description Language (HDL), and HDL is not only one but many, such as abel (advanced Boolean Expression Language), ahdl (alternate Language Description Language), traffic, pl (core unified Programming Language), HDCal, JHDL (Java Hardware Description Language), langue, Lola, HDL, laspam, hardsradware (Hardware Description Language), vhjhd (Hardware Description Language), and vhigh-Language, which are currently used in most common. It will also be apparent to those skilled in the art that hardware circuitry that implements the logical method flows can be readily obtained by merely slightly programming the method flows into an integrated circuit using the hardware description languages described above.

The controller may be implemented in any suitable manner, for example, the controller may take the form of, for example, a microprocessor or processor and a computer-readable medium storing computer-readable program code (e.g., software or firmware) executable by the (micro) processor, logic gates, switches, an Application Specific Integrated Circuit (ASIC), a programmable logic controller, and an embedded microcontroller, examples of which include, but are not limited to, the following microcontrollers: ARC 625D, Atmel AT91SAM, Microchip PIC18F26K20, and Silicone Labs C8051F320, the memory controller may also be implemented as part of the control logic for the memory. Those skilled in the art will also appreciate that, in addition to implementing the controller as pure computer readable program code, the same functionality can be implemented by logically programming method steps such that the controller is in the form of logic gates, switches, application specific integrated circuits, programmable logic controllers, embedded microcontrollers and the like. Such a controller may thus be considered a hardware component, and the means included therein for performing the various functions may also be considered as a structure within the hardware component. Or even means for performing the functions may be regarded as being both a software module for performing the method and a structure within a hardware component.

The systems, devices, modules or units illustrated in the above embodiments may be implemented by a computer chip or an entity, or by a product with certain functions. One typical implementation device is a computer. In particular, the computer may be, for example, a personal computer, a laptop computer, a cellular telephone, a camera phone, a smartphone, a personal digital assistant, a media player, a navigation device, an email device, a game console, a tablet computer, a wearable device, or a combination of any of these devices.

For convenience of description, the above devices are described as being divided into various units by function, and are described separately. Of course, the functionality of the various elements may be implemented in the same one or more software and/or hardware implementations in implementing one or more embodiments of the present description.

As will be appreciated by one skilled in the art, embodiments of the present description may be provided as a method, system, or computer program product. Accordingly, one or more embodiments of the present description may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, one or more embodiments of the present description may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.

Embodiments of the present description are described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the description. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.

These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.

These computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.

In a typical configuration, a computing device includes one or more processors (CPUs), input/output interfaces, network interfaces, and memory.

The memory may include forms of volatile memory in a computer readable medium, Random Access Memory (RAM) and/or non-volatile memory, such as Read Only Memory (ROM) or flash memory (flash RAM). Memory is an example of a computer-readable medium.

Computer-readable media, including both non-transitory and non-transitory, removable and non-removable media, may implement information storage by any method or technology. The information may be computer readable instructions, data structures, modules of a program, or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), Static Random Access Memory (SRAM), Dynamic Random Access Memory (DRAM), other types of Random Access Memory (RAM), Read Only Memory (ROM), Electrically Erasable Programmable Read Only Memory (EEPROM), flash memory or other memory technology, compact disc read only memory (CD-ROM), Digital Versatile Discs (DVD) or other optical storage, magnetic cassettes, magnetic tape magnetic disk storage or other magnetic storage devices, or any other non-transmission medium that can be used to store information that can be accessed by a computing device. As defined herein, a computer readable medium does not include a transitory computer readable medium such as a modulated data signal and a carrier wave.

It should also be noted that the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other like elements in a process, method, article, or apparatus that comprises the element.

One or more embodiments of the present description may be described in the general context of computer-executable instructions, such as program modules, being executed by a computer. Generally, program modules include routines, programs, objects, components, data structures, etc. that perform particular tasks or implement particular abstract data types. One or more embodiments of the specification may also be practiced in distributed computing environments where tasks are performed by remote processing devices that are linked through a communications network. In a distributed computing environment, program modules may be located in both local and remote computer storage media including memory storage devices.

The embodiments in the present specification are described in a progressive manner, and the same and similar parts among the embodiments are referred to each other, and each embodiment focuses on the differences from the other embodiments. In particular, for the system embodiment, since it is substantially similar to the method embodiment, the description is simple, and for the relevant points, reference may be made to the partial description of the method embodiment.

The above description is only an example of the present specification, and is not intended to limit the present specification. Various modifications and alterations to this description will become apparent to those skilled in the art. Any modification, equivalent replacement, improvement, etc. made within the spirit and principle of the present specification should be included in the scope of the claims of the present specification.

Claims

1. A method of collecting fault information, the method comprising:

2. The method of claim 1, wherein the specified failure information collection channel is a specified instant messaging application, or a function in a specified instant messaging application, or a specified information receiving object.

3. The method of claim 2, the obtaining at least one service problem information through a designated failure information collection channel, comprising:

the method further comprises the following steps:

4. The method according to claim 2, wherein the classifying the service problem information to obtain at least one category of service problem information comprises:

5. The method according to any one of claims 1 to 4, wherein the classifying the service problem information to obtain at least one category of service problem information includes:

6. The method according to claim 5, wherein the determining, according to the target keyword, at least one category to which the service problem information belongs to obtain service problem information of the at least one category includes:

7. The method according to claim 6, wherein determining the target category corresponding to the target keyword according to the target keyword and a correspondence between a pre-stored keyword and the category comprises:

8. The method of claim 7, the similarity matching algorithm comprising a euclidean distance algorithm, a hamming distance algorithm, a cosine similarity algorithm, a pearson correlation coefficient, and a Jaccard similarity coefficient.

9. The method of claim 5, wherein the determining at least one category to which the business problem information belongs according to the target keyword comprises:

10. The method of claim 9, the classification algorithm comprising a bayesian algorithm, a decision tree algorithm, a neural network algorithm, and a K-nearest neighbor KNN algorithm.

11. The method of claim 1, wherein the determining the associated node corresponding to each category according to the service problem information of each category comprises:

12. The method of claim 1, the sending a notification message to the associated node, comprising:

13. A method of collecting fault information, the method comprising:

14. The method of claim 13, wherein the obtaining at least one service problem information through a target account in a specified instant messaging application comprises:

the method further comprises the following steps:

15. The method of claim 13, wherein the determining of the manager information corresponding to the service problem information according to each category comprises:

16. The method of claim 13, wherein the sending a notification message to a manager corresponding to the manager information comprises:

17. An apparatus for collecting fault information, the apparatus comprising:

18. The apparatus of claim 17, wherein the specified failure information collection channel is a specified instant messaging application, or a function in a specified instant messaging application, or a specified information receiving object.

19. The apparatus of claim 18, the information obtaining module is configured to obtain at least one service problem information obtained through a designated failure information collection channel when a predetermined failure collection period is reached; or when the number of the service problem information acquired through the specified fault information collection channel is detected to be larger than a preset number threshold, acquiring at least one service problem information acquired through the specified fault information collection channel;

the device further comprises:

20. The apparatus of claim 18, the categorization module, comprising:

21. The apparatus of any of claims 17-20, the categorization module, comprising:

22. The apparatus according to claim 21, wherein the category determining unit is configured to determine a target category corresponding to the target keyword according to the target keyword and a correspondence between a pre-stored keyword and a category; and determining the target category as at least one category to which the service problem information belongs to obtain the service problem information of at least one category.

23. The apparatus of claim 22, the category determination unit to:

24. The apparatus of claim 23, the similarity matching algorithm comprising a euclidean distance algorithm, a hamming distance algorithm, a cosine similarity algorithm, a pearson correlation coefficient, and a Jaccard similarity coefficient.

25. The apparatus according to claim 21, wherein the classification module is configured to classify the service problem information according to the target keyword and a predetermined classification model to obtain a category to which the service problem information belongs, and the predetermined classification model is obtained by training historical service problem information through a predetermined classification algorithm.

26. The apparatus of claim 25, the classification algorithms comprising a bayesian algorithm, a decision tree algorithm, a neural network algorithm, and a K-nearest neighbor KNN algorithm.

27. The apparatus of claim 17, the notification sending module comprising:

28. The apparatus of claim 17, the notification sending module is configured to send a notification message to a mailbox address of the associated node; or sending a notification message containing voice data or text data to the mobile communication account of the associated node.

29. An apparatus for collecting fault information, the apparatus comprising:

30. The apparatus according to claim 29, wherein the information obtaining module is configured to obtain at least one service problem information obtained through a target account in a specified instant messaging application when a predetermined failure collection period is reached; or when detecting that the number of the service problem information acquired through the target account number in the specified instant messaging application is larger than a preset number threshold, acquiring at least one service problem information acquired through the target account number in the specified instant messaging application;

the device further comprises:

31. The apparatus of claim 29, the administrator determination module, comprising:

32. The apparatus of claim 29, the administrator determination module is configured to send a notification message to a mailbox address of an administrator corresponding to the administrator information; or sending a notification message containing voice data or text data to the mobile communication account of the manager.

33. A failure information collecting apparatus, comprising:

a processor; and

34. A failure information collecting apparatus, comprising:

a processor; and