CN109684046A - Event self-processing method, device, equipment and computer storage medium - Google Patents
Event self-processing method, device, equipment and computer storage medium Download PDFInfo
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- 238000005314 correlation function Methods 0.000 claims description 24
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- G06F9/06—Arrangements for program control, e.g. control units using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
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Abstract
The invention discloses a kind of event self-processing methods, comprising the following steps: receives the event handling request triggered based on pre-set business platform, obtains the event information in the event handling request；The event information is input to predeterminable event processing model, obtains the corresponding processing scheme list of the event information；The event to be processed on the pre-set business platform is handled by the event handling scheme in the processing scheme list, obtains event handling result, wherein event to be processed refers to that the event handling request corresponds to event；The event handling is obtained as a result, and judging whether the event to be processed has solved according to the event handling result；If the event to be processed has solved, prompt information is generated.The invention also discloses a kind of self-service processing unit of event, equipment and computer storage mediums.The present invention realizes automatically processing for complicated event, reduces the waste of human cost.
Description
Technical field
The present invention relates to computer fields more particularly to event self-processing method, device, equipment and computer storage to be situated between
Matter.
Background technique
Existing application software all have passed through test optimization, but in the actual mechanical process of application software, user is still
Different problems, therefore, each application software may be proposed to operation involved in application software itself or application software
The event processing mechanism being all arranged, for handling the event (or being problem) of user feedback.
Current problem treatment mechanism can only carry out simple event handling, for example, being both provided in application program pair
The event processing mechanism answered can monitor event, identification events source, and complete event handling.But it is (complicated for complicated event
Event refers to the event for relying on and cannot identifying and solve in existing event processing mechanism) it is mostly event by manually carrying out
Processing, that is, event processing mechanism is set in the application, carries out event monitoring, is all that will monitor when there is complicated event
Event information be sent to artificial treatment platform, the processing of corresponding event is carried out by staff, how to be carried out at complicated event
Automatically processing for reason, reduces the waste of human cost, becomes a technical problem to be solved urgently.
Above content is only used to facilitate the understanding of the technical scheme, and is not represented and is recognized that above content is existing skill
Art.
Summary of the invention
The main purpose of the present invention is to provide the storages of a kind of event self-processing method, device, equipment and computer to be situated between
Matter, it is intended to realize automatically processing for the event of being responsible for, reduce the waste of human cost.
To achieve the above object, the present invention provides a kind of event self-processing method, the event self-processing method packet
Include following steps:
The event handling request triggered based on pre-set business platform is received, the event letter in the event handling request is obtained
Breath；
The event information is input to predeterminable event processing model, obtains the corresponding processing scheme column of the event information
Table；
The event to be processed on the pre-set business platform is handled by the event handling scheme in the processing scheme list,
Obtain event handling result, wherein event to be processed refers to that the event handling request corresponds to event；
The event handling is obtained as a result, and judging whether the event to be processed has solved according to the event handling result
Certainly, if the event to be processed has solved, prompt information is generated.
Optionally, described to receive the event handling request triggered based on pre-set business platform, it obtains the event handling and asks
Before the step of event information asked, comprising:
Predeterminable event sample set is obtained, according to the default classifying rules to each in the predeterminable event sample set
Event sample is classified, and the conjunction of event sample set is obtained；
A training sample is extracted in each event sample set closes with preset ratio, is built according to a training sample
The correlation function of vertical event information and event handling scheme；
Repetitive exercise sample is extracted in each event sample set closes with the preset ratio, and is instructed by the iteration
Practice correlation function described in sample repetitive exercise；
Until the event handling scheme accuracy rate determined based on the correlation function reaches preset threshold, then it will be described
Correlation function handles model as predeterminable event.
Optionally, described to receive the event handling request triggered based on pre-set business platform, it obtains the event handling and asks
Before the step of event information asked, comprising:
Predeterminable event sample set is obtained, according to the default classifying rules to each in the predeterminable event sample set
Event sample is classified, and the conjunction of event sample set is obtained；
It is closed according to the event sample set and constructs event handling submodel respectively, and by each event handling submodel
Encapsulation obtains predeterminable event processing model.
Optionally, described that the event information is input to predeterminable event processing model, it is corresponding to obtain the event information
Processing scheme list the step of, comprising:
The event information is handled by default segmentation methods, obtains the corresponding set of keywords of the event information
It closes；
Each keyword in the set of keywords is inputted respectively at each event in the predeterminable event processing model
Submodel is managed, corresponding event handling scheme is obtained；
The event handling scheme is added to default blank template, obtains the corresponding processing scheme column of the event information
Table.
Optionally, the event handling scheme by the processing scheme list is handled on the pre-set business platform
Event to be processed, the step of obtaining event handling result, comprising:
Each event handling scheme in the processing scheme list is obtained, the thing that each event handling scheme includes is obtained
Part processing step；
The event to be processed is handled by the event processing steps, obtains event handling result.
Optionally, if after the step of event to be processed has solved, has generated prompt information, comprising:
Obtain the event information and the event handling scheme, and by the event information and the event handling scheme
As an event sample；
Model is handled by predeterminable event described in the event sample optimization, and generates event handling log and is sent to cloud
End.
Optionally, described to obtain the event handling as a result, and judging according to the event handling result described to be processed
After the whether settled step of event, comprising:
If the event to be processed is unresolved, the event information and the processing scheme list are sent to default visitor
End is taken, adjusts the event information so that default customer side corresponds to customer service；
The update event information that default customer side is sent is received, by the update event information input to predeterminable event processing
Model obtains the corresponding update processing scheme list of the update event information；
It is handled by the event handling scheme in the update processing scheme list to be processed on the pre-set business platform
Event obtains artificial treatment as a result, and judging whether the event to be processed has solved according to the artificial treatment result；
If the event to be processed has solved, generates event handling log and be sent to cloud；
If the event to be processed is unresolved, do not solved if executing the event to be processed, by the event information
It is sent to default customer side with the processing scheme list, corresponds to the step that customer service adjusts the event information for presetting customer side
Suddenly, until the event to be processed has solved.
In addition, to achieve the above object, the present invention also provides a kind of self-service processing unit of event, the self-service processing of event
Device includes:
It receives and obtains module, for receiving the event handling request based on the triggering of pre-set business platform, obtain the event
Event information in processing request；
Event input module obtains the event letter for the event information to be input to predeterminable event processing model
Cease corresponding processing scheme list；
Scheme execution module, it is flat for handling the pre-set business by the event handling scheme in the processing scheme list
Event to be processed on platform, obtains event handling result, wherein event to be processed refers to that the event handling request corresponds to thing
Part；
As a result judgment module, for obtaining the event handling as a result, and according to event handling result judgement
Whether event to be processed has solved, if the event to be processed has solved, generates prompt information.
In addition, to achieve the above object, the present invention also provides a kind of self-service processing equipments of event；
The self-service processing equipment of event includes: memory, processor and is stored on the memory and can be described
The computer program run on processor, in which:
The computer program realizes the step of event self-processing method as described above when being executed by the processor.
In addition, to achieve the above object, the present invention also provides computer storage mediums；
Computer program, the realization when computer program is executed by processor are stored in the computer storage medium
Such as the step of above-mentioned event self-processing method.
A kind of event self-processing method, device, equipment and the computer storage medium that the embodiment of the present invention proposes, pass through
Special event handling platform will be set in the present invention, event handling platform and application software (or being called pre-set business platform)
It is attached, event handling platform receives the event handling request that user is triggered based on pre-set business platform, obtains the event
Event information in processing request；The event information is input to predeterminable event processing model, obtains the event information pair
The processing scheme list answered；By the event handling scheme in the processing scheme list handle on the pre-set business platform to
Processing event obtains event handling result, wherein event to be processed refers to that the event handling request corresponds to event；Obtain institute
Event handling is stated as a result, and judging whether the event to be processed has solved according to the event handling result；If described wait locate
Director's part has solved, then generates prompt information.Event handling model is pre-established in the present invention, and event handling model can be automatic
Identification events information determines corresponding event handling scheme according to event information, and is automatically processed, and avoids current thing
Part treatment mechanism only supports the comparison of fixed event information, in event information variation just without corresponding processing scheme, needs
It is sent to customer side and carries out manual identified, determine processing scheme, complicated event is carried out by event handling model in the present invention
Processing, reduce the waste of human cost, improve the efficiency of event handling.
Detailed description of the invention
Fig. 1 is the apparatus structure schematic diagram for the hardware running environment that the embodiment of the present invention is related to；
Fig. 2 is the flow diagram of event self-processing method first embodiment of the present invention；
Fig. 3 is the functional block diagram of self-service one embodiment of processing unit of event of the present invention.
The embodiments will be further described with reference to the accompanying drawings for the realization, the function and the advantages of the object of the present invention.
Specific embodiment
It should be appreciated that the specific embodiments described herein are merely illustrative of the present invention, it is not intended to limit the present invention.
As shown in Figure 1, the server that Fig. 1 is the hardware running environment that the embodiment of the present invention is related to (is called event certainly
Help processing equipment, wherein the self-service processing equipment of event can be to be made of the self-service processing unit of individual event, be also possible to by
Other devices are combined with the self-service processing unit of event and to be formed) structural schematic diagram.
Server of the embodiment of the present invention refers to a management resource and provides the computer of service for user, is generally divided into file
Server, database server and apps server.The computer or computer system for running the above software are also referred to as
Server.For common PC (personal computer) personal computer, server is in stability, safety, property
Energy etc. requires higher；As shown in Figure 1, the server may include: processor 1001, such as central processing unit
(Central Processing Unit, CPU), network interface 1004, user interface 1003, memory 1005, communication bus
1002, hardware such as chipset, disk system, network etc..Wherein, communication bus 1002 is for realizing the connection between these components
Communication.User interface 1003 may include display screen (Display), input unit such as keyboard (Keyboard), optional user
Interface 1003 can also include standard wireline interface and wireless interface.Network interface 1004 optionally may include having for standard
Line interface, wireless interface (such as Wireless Fidelity WIreless-FIdelity, WIFI interface).Memory 1005 can be high speed with
Machine accesses memory (random access memory, RAM), is also possible to stable memory (non-volatile
), such as magnetic disk storage memory.Memory 1005 optionally can also be the storage dress independently of aforementioned processor 1001
It sets.
Optionally, server can also include camera, RF (Radio Frequency, radio frequency) circuit, sensor, sound
Frequency circuit, WiFi module；Input unit, than display screen, touch screen；Network interface can be blue in blanking wireless interface in addition to WiFi
Tooth, probe, 3G/4G/5G (digital representation of front be cellular mobile communication networks algebra.Which exactly indicate to be generation
Network.English alphabet G indicates generation) internet base station equipment etc..It will be understood by those skilled in the art that showing in Fig. 1
Server architecture out does not constitute the restriction to server, may include than illustrating more or fewer components, or combination
Certain components or different component layouts.
As shown in Figure 1, the computer software product, which is stored in a storage medium, (storage medium: is called computer storage
Medium, computer media, readable medium, readable storage medium storing program for executing, computer readable storage medium are directly medium etc., such as
RAM, magnetic disk, CD) in, including some instructions are used so that a terminal device (can be mobile phone, computer, server, sky
Adjust device or the network equipment etc.) method described in each embodiment of the present invention is executed, as a kind of depositing for computer storage medium
It may include operating system, network communication module, Subscriber Interface Module SIM and computer program in reservoir 1005.
In server shown in Fig. 1, network interface 1004 be mainly used for connect background data base, with background data base into
Row data communication；User interface 1003 is mainly used for connection client, and (client, is called user terminal or terminal, and the present invention is implemented
Example terminal can be also possible to mobile terminal with fixed terminal, wherein fixed terminal is such as " internet of things equipment ", with network savvy
Intelligent air condition, intelligent electric lamp, intelligent power etc.；Mobile terminal, such as the AR/VR equipment with network savvy, it is intelligent sound box, automatic
Driving, PC, the terminal having a display function such as smart phone, tablet computer, E-book reader, portable computer are set
It is standby, it can also configure gyro comprising sensor such as optical sensor, motion sensor and other sensors, mobile terminal in terminal
The other sensors such as instrument, barometer, hygrometer, thermometer, infrared sensor, details are not described herein), it is counted with client
According to communication；And processor 1001 can be used for calling the computer program stored in memory 1005, and execute the present invention or less
The step in event self-processing method that embodiment provides.
First embodiment of the invention event self-processing method includes:
The event handling request triggered based on pre-set business platform is received, the event letter in the event handling request is obtained
The event information is input to predeterminable event processing model, obtains the corresponding processing scheme list of the event information by breath；It presses
Event handling scheme in the processing scheme list handles the event to be processed on the pre-set business platform, obtains at event
Manage result, wherein event to be processed refers to that the event handling request corresponds to event；The event handling is obtained as a result, simultaneously root
Judge whether the event to be processed has solved according to the event handling result；If the event to be processed has solved, generate
Prompt information.
Before the present embodiment execution, need to pre-establish event handling model, this gives at predeterminable event
Manage two kinds of specific implementations of model foundation:
Implementation specifically includes first is that establish an event handling model by way of repetitive exercise:
Step S01 obtains predeterminable event sample set, according to the default classifying rules to the predeterminable event sample set
Each event sample in conjunction is classified, and the conjunction of event sample set is obtained；
Step S02 extracts a training sample in each event sample set closes with preset ratio, according to primary instruction
Practice the correlation function that sample establishes event information Yu event handling scheme；
Step S03 extracts repetitive exercise sample in each event sample set closes with the preset ratio, and presses institute
State correlation function described in repetitive exercise sample repetitive exercise；
Step S04, until the event handling scheme accuracy rate determined based on the correlation function reaches preset threshold,
Then model is handled using the correlation function as predeterminable event.
Server obtains predeterminable event sample set in the present embodiment, wherein predeterminable event sample set is historical events
(event handling relevant information includes: the question information of user to processing relevant information, and the event handling side of setting is putd question to for user
Case information) set, that is, each time after the completion of event handling, server saves event handling relevant information to database,
When event handling model constructs, server randomly selects historical events processing relevant information from database, forms predeterminable event
Sample set.
Further, in order to keep the event handling model generated more accurate, server is according to default classifying rules to thing
Part sample is classified, and the conjunction of event sample set is obtained, wherein default classifying rules, which refers to, presets event sample classification rule
Then, the rule that predeterminable event sample classification rule can be set to be classified according to the source of event sample can also be arranged
For the rule classified according to event sample type, server is by each event sample in predeterminable event sample set according to pre-
If classifying rules is classified, the conjunction of event sample set is obtained.
For example, the data-interface of server and financing software and insurance software is attached by developer in advance, server
It can handle financing software and insure the corresponding event of software, the default classifying rules in the present embodiment is event samples sources
Classifying rules, server classifies each event sample in predeterminable event sample set, obtain the conjunction of event sample set,
For example, including event sample 1 in predeterminable event sample set: which information needed to audit before car insurance purchase? and its this is asked
Inscribe corresponding answer；Does is event sample 2: what kind of the redemption flow of applying to purchase of regular finance product A? and its problem is corresponding
Answer；Does is event sample 3: what the identification standard of casualty insurance? and its corresponding answer of the problem；Event sample 4: purchase
Buying car insurance products A is when no one was injured for vehicle appearance collision, if is compensated, if being compensated, then compensation
Does is volume how many? and its corresponding answer of the problem；Event sample 5: whether also bear interest after regular finance product B is overdue? and
Its corresponding answer of problem etc., server are derived from financing software or source and insurance software according to event sample,
Event sample each in predeterminable event sample set is divided into two event sample sets to close, one are as follows: event sample 1, event
Sample 3 and event sample 4；Another is event sample 2 and 5.A simple citing, actually predeterminable event in the present embodiment
It include several event samples in sample, the classifying rules of event sample can be refined more.
After the completion of event sample classification, with preset ratio, (preset ratio is pre-set ratio to server, presets ratio
Example can be set to 1%) close extraction event sample from each event sample set, and extraction is obtained obtaining the primary instruction of event sample composition
Practice sample, for example, 100000 event samples in predeterminable event sample set are carried out classification by server forms event sample
Subclass, it should be noted that and unequal, server possible comprising event number of samples in the conjunction of each event sample set
The 1% of event total sample number is extracted from the conjunction of each event sample set, forms a training sample, server is according to primary training
Sample establishes the correlation function of event information Yu event handling scheme；Wherein, which is the initial model of training.
Server extracts repetitive exercise sample in each event sample set closes with preset ratio, and presses the iteration
Correlation function described in training sample repetitive exercise；That is, setting 1% for preset ratio in the present embodiment, that is, server is a
Training sample constructs initial model, and remaining 99 parts of user are trained initial model, and server is according to 99 parts to initial model
In parameter be adjusted, after the completion of adjustment, the obtained correlation function of server training determines the corresponding place of event information
Reason scheme, when reaching preset threshold by correlation function definite event processing scheme accuracy rate, (wherein, preset threshold is
Refer to pre-set threshold value, for example, 98%) preset threshold is set as, server is then using correlation function as predeterminable event processing
Model.
In the present embodiment according to historical events processing relevant information training event handling model, so that being based on event handling
Model definite event processing scheme is more accurate, that is, existing event processing mechanism may only handle simple event, be because
Mapping relations provided with simple event information Yu event handling scheme, if current event processing mechanism altering event information
Corresponding processing scheme cannot be just inquired, the predeterminable event processing model that training obtains in the present embodiment can carry out automatically
Study, so that Complex event processing does not completely depend on contact staff, reduces the waste of human resources.
Implementation generates multiple event handling submodels second is that training sample is carried out classification, then by event handling submodule
Type is packaged generation event handling model, specifically includes:
Step S05 obtains predeterminable event sample set, according to the default classifying rules to the predeterminable event sample set
Each event sample in conjunction is classified, and the conjunction of event sample set is obtained；
Step S06 is closed according to the event sample set and is constructed event handling submodel respectively, and will be at each event
Reason submodel encapsulates to obtain predeterminable event processing model.
That is, server obtains predeterminable event sample set, according to the default classifying rules to the predeterminable event sample
Each event sample in set is classified, and obtains the conjunction of event sample set, wherein event sample set is divided by server
The step of event sample set closes or principle above-described embodiment are not repeated, server is according to each herein with being illustrated
Event sample set closes constructs event handling submodel respectively, that is, server is closed with preset ratio in an event sample set
Training sample of middle extraction, the correlation function of event information Yu event handling scheme is established according to a training sample；Into one
It is closed with the preset ratio in event sample set and extracts repetitive exercise sample, and press the repetitive exercise sample iteration in step ground
The training correlation function reaches preset threshold in the event handling scheme accuracy rate determined by the correlation function
It is that the correlation function is handled submodel by server, server repeats aforesaid operations and obtains each event
Sample set closes corresponding event handling submodel, and server will and encapsulate each event handling submodel to obtain predeterminable event
Handle model.Predeterminable event sample set is divided into event sample set in the present embodiment to close, and the multiple events of correspondence establishment
Submodel is handled, encapsulation obtains predeterminable event processing model, by event information input to each thing in predeterminable event processing model
Part, which is handled, determines event handling scheme in submodel, improve the accuracy that event handling scheme determines.
Referring to Fig. 2, in a kind of first embodiment of event self-processing method of the present invention, the event self-processing method
Include:
Step S10 is received the event handling request triggered based on pre-set business platform, obtained in the event handling request
Event information.
Developer in advance will be server (server is called event handling platform or issue handling platform) and default
Data transmission interface between business platform (application software) is docked, and the biography of data can be carried out by data transmission interface
It is defeated.
That is, user operates on the business platform of terminal, in user to business platform there are when operational issue, user
Trigger event processing request, business platform event handling request can be sent to server on the business platform of terminal, taken
Business device receives event handling request and obtains the associated event information of event handling request, wherein event information can refer to use
The question information of family input, can also be the event handling relevant information that server is got from business platform.
For example, the data-interface of server and financing software, insurance software is attached (that is, reason by developer in advance
Wealth software, insurance software are pre-set business platform, wherein pre-set business platform refers to that developer is pre-set and server
The application software of connection or other business platforms), in user using financing software, user is soft to financing software or to managing money matters
The upper finance product of part, process have a question topic, and user can be by clicking " problem feedback " that terminal is managed money matters on software interface i.e.
Event handling request is sent to server by data-interface, serviced by trigger event processing request, user terminal financing software
Device receives the event handling request that financing software is sent, and obtains the question information that user inputs in event handling request, or
Event handling relevant information etc. in financing software is used as event information, event handling relevant information, that is, user is in business platform
On business datum, user behavior data and user account data；For example, business platform is financing software, the resonable software of user
On business datum: buy regular finance product A, periodic time is three months and purchase May 31 2018 day etc.；User's row
It is that user browses redemption flow 30 seconds for data, browses other regular finance products；User account data be user account grade,
Historical purchase information etc..
It should be noted that the server in the present embodiment can be attached with multiple business platforms, that is, existing industry
Business platform is all the corresponding treatment mechanism of a business platform, can be equalled multiple business with correlation in the present embodiment
Platform is attached with server, reduces the human resources of event handling, in addition, the event information in the present embodiment can be service
Device carries out automatic collection according to event handling request, can also be user speech information, or the text information being manually entered,
So that server more accurately defines the corresponding business scenario of event handling request according to event information.
The event information is input to predeterminable event processing model, obtains the corresponding place of the event information by step S20
Manage scheme list.
The event information that server will acquire is input to predeterminable event processing model, wherein predeterminable event, which handles model, is
Obtained event handling model is trained in advance, has been illustrated in the embodiment that event handling model is established, has not been repeated herein,
Predeterminable event handles model and determines event handling scheme according to event information, wherein predeterminable event processing model is believed according to event
Ceasing definite event processing scheme may be comprising multiple, and server combines multiple event handling schemes to form processing scheme column
Table.
The present embodiment is passed the imperial examinations at the provincial level a concrete implementation scheme, and the event information is input at predeterminable event to understand
Model is managed, obtains the specific implementation of the corresponding processing scheme list of the event information, specifically, comprising:
The event information is handled by default segmentation methods, obtains the corresponding pass of the event information by step a1
Key word set；
Step a2 inputs each keyword in the set of keywords each in the predeterminable event processing model respectively
Event handling submodel obtains corresponding event handling scheme；
The event handling scheme is added to default blank template, obtains the corresponding place of the event information by step a3
Manage scheme list.
That is, server is handled event information by default segmentation methods, wherein default segmentation methods are to preset
The algorithm that a chinese character sequence is cut into individual word one by one, participle be exactly by continuous word sequence according to certain
Specification is reassembled into the process of word sequence；Obtain the corresponding set of keywords of the event information, server is by set of keywords
Each event handling submodel that each keyword in conjunction is inputted respectively in the predeterminable event processing model obtains event handling side
Case, and event handling scheme is carried out to rearrange processing scheme list.
For example, collection of server to event information be that purchase car insurance product A in vehicle occurs colliding no personnel's wound
When dying, if compensated, if being compensated, then indemnity is how many? service is believed event by default segmentation methods
Breath carry out word segmentation processing obtain :/purchase/vehicle/insurance/product/A/ vehicle/appearance/collision/nothing/personnel/injures and deaths/when, be
No/progress/reparation, if/progress/reparation, then/reparation/amount of money/be/it is how many/, server will be extracted according to word segmentation result
Obtain set of keywords: vehicle, insurance, product, collision, no one was injured, reparation, the amount of money, and server is defeated by set of keywords
Enter each event handling submodel into predeterminable event processing model, server obtains each event handling submodel and corresponded to
Answer, and answer is ranked up by the matching degree with set of keywords, forms processing scheme list.It should be noted that this
That user is facilitated to understand in embodiment, using user's question information as event information, in practical application scene there is likely to be
Software action event or other kinds of complicated event.
Step S30, by the event handling scheme in the processing scheme list handle on the pre-set business platform to
Processing event obtains event handling result.
Server is obtained by the event to be processed on the event handling scheme processing pre-set business platform in processing scheme list
To event handling result, wherein event to be processed refers to that the event handling request corresponds to event, that is, in order to avoid single
Event handling scheme cannot handle event to be processed, in the present embodiment will according to reason scheme everywhere in processing scheme list according to
Secondary processing event to be processed, until event to be processed solved or processing scheme list in whole processing schemes executed
Finish, for example, event information are as follows: insurance software cannot upload car insurance audit material, include in processing scheme list: processing
Scheme 1: data-interface definition is abnormal, adjusts data-interface；Processing scheme 2: uploading instructions are abnormal, adjust uploading instructions；Processing
Scheme 2: carrying out refreshing interface, and server is executed according to each scheme in processing scheme list, to restore to insure software
Car insurance audits upload material function, detect event to be processed solved or processing scheme list in whole processing
When scheme has been finished, server obtains event handling result after the completion of obtaining processing.It can be according to event in the present embodiment
Each event handling scheme in list is handled, event is automatically processed, the operation of user is reduced.
Further, server carries out event according to the event handling scheme in event handling list in the present embodiment
The step of processing includes:
Step a1 obtains each event handling scheme in the processing scheme list, obtains each event handling scheme
The event processing steps for including；
Step a2 handles the event to be processed by the event processing steps, obtains event handling result.
That is, server obtains each event handling scheme in processing scheme list, obtaining each event handling scheme includes
Event processing steps；Server executes the corresponding operational order of event processing steps, handles the event to be processed, obtains
To event handling result.
Step S40 obtains the event handling as a result, and judging the event to be processed according to the event handling result
Whether solve, if the event to be processed has solved, has generated prompt information.
Server obtains event handling as a result, and judging whether the event to be processed has solved according to event handling result
Certainly, that is, server after the completion of event handling, complete, and user can confirm by display event handling, if not solving,
Event handling request of the user based on the secondary triggering of pre-set business platform, server receive user and are based on pre-set business platform two
The event handling request of secondary triggering, then server determines the unresolved solution of event to be processed, if server does not have in preset time period
Have and receive event handling request of the user based on the secondary triggering of pre-set business platform, then server determines that event to be processed has solved
Certainly.If event to be processed has solved, server generates prompt information, is completed with determining that event automatically processes.
Pre-establish event handling model in the present invention, event handling model can automatic identification event information, according to thing
Part information determines corresponding event handling scheme, and is automatically processed, and avoids current event processing mechanism and only supports admittedly
The comparison of fixed event information needs to be sent to customer side progress in event information variation just without corresponding processing scheme
Manual identified, determines processing scheme, by the processing of event handling model progress complicated event in the present invention, reduce manpower at
This waste, improves the efficiency of event handling.
Further, server determines that event to be processed has solved, and can also handle model to predeterminable event and optimize,
That is,
Step b1 obtains the event information and the event handling scheme if the event to be processed has solved, and
Using the event information and the event handling scheme as an event sample；
Step b2 handles model by predeterminable event described in the event sample optimization, and it is concurrent to generate event handling log
It send to cloud.
That is, server obtains the event information and the event handling scheme, and by the event information and the thing
Part processing scheme is as an event sample；Server adjusts predeterminable event according to event sample and handles model, to default thing
Part processing model optimizes, and can learn to optimize event handling model automatically in the present embodiment server, so that event handling
Model is more accurate.In addition, server can also generate event handling log and be sent to cloud, wherein event handling log
Generation, which refers to, is added to event information and corresponding processing scheme in corresponding blank template, generates event handling log, clothes
The event handling log of generation is sent to cloud by business device, and user can inquire in real time, when there is same type event
Carry out quick response.
On the basis of first embodiment of the invention, further provide event self-processing method of the present invention second is real
Example is applied, the difference with first embodiment of the invention is when event to be processed does not solve, the event self-processing method
Include:
Step S50 sends the event information and the processing scheme list if the event to be processed is unresolved
To default customer side, the event information is adjusted so that default customer side corresponds to customer service.
If event to be processed is unresolved, event information and processing scheme list are sent to default customer side by server,
Wherein, default customer side refers to the corresponding customer side of pre-set server, so that default customer side corresponds to customer service adjustment institute
State event information, that is, predeterminable event processing model cannot obtain corresponding event handling scheme, reason according to event information
May be predeterminable event processing model cannot identification events information, event information and processing scheme list be sent to by server
Default customer side adjusts event information by contact staff, and client personnel adjusts event information, and the event information of adjustment is passed through
Client is sent to server.
Step S60 receives the update event information that default customer side is sent, by the update event information input to default
Event handling model obtains the corresponding update processing scheme list of the update event information.
Server receives the update event information that default customer side is sent, and server is by update event information input to default
Event handling model obtains the corresponding update processing scheme list of update event information, wherein predeterminable event handles model, root
The step of updating processing scheme list ibid embodiment is determined according to event information, is not repeated herein.
Step S70 is handled on the pre-set business platform by the event handling scheme in the update processing scheme list
Event to be processed, obtain artificial treatment as a result, and whether judging the event to be processed according to the artificial treatment result
It solves.
By the event handling scheme in server update processing scheme list handle on the pre-set business platform wait locate
Director's part obtains artificial treatment as a result, server judges whether the event to be processed has solved according to artificial treatment result.
That is, server, after the completion of event handling, display event handling is completed, and customer service can be confirmed, and if not solving, customer service
Based on the event handling request of the secondary triggering of pre-set business platform, server receives customer service and is based on the secondary touching of pre-set business platform
The event handling request of hair, then server determines the unresolved solution of event to be processed, if server does not connect in preset time period
Event handling request of the customer service based on the secondary triggering of pre-set business platform is received, then server determines that event to be processed has solved.
Step S80 generates event handling log and is sent to cloud if the event to be processed has solved；If described
Event to be processed is unresolved, then executes and return to step S50, until the event to be processed has solved.
If the event to be processed has solved, server generates event handling log and is sent to cloud；In addition, service
Device can also generate event handling log and be sent to cloud, wherein event handling log generation refers to event information and right
The processing scheme answered is added in corresponding blank template, generates event handling log, and server is by the event handling day of generation
Will is sent to cloud, and user can inquire in real time, and quick response is carried out when there is same type event；If thing to be processed
Part is unresolved, then executes and return to step S50, until the event to be processed has solved
In the present embodiment when the predeterminable event processing model of server does not solve event to be processed, server is sent to
Default customer side carries out the processing of event to be processed, so that event handling is more flexible.
In addition, the embodiment of the present invention also proposes a kind of self-service processing unit of event, the self-service processing of event referring to Fig. 3
Device includes:
It receives and obtains module 10, for receiving the event handling request based on the triggering of pre-set business platform, obtain the thing
Event information in part processing request；
Event input module 20 obtains the event for the event information to be input to predeterminable event processing model
The corresponding processing scheme list of information；
Scheme execution module 30, for handling the pre-set business by the event handling scheme in the processing scheme list
Event to be processed on platform, obtains event handling result, wherein event to be processed refers to that the event handling request corresponds to thing
Part；
As a result judgment module 40, for obtaining the event handling as a result, and judging institute according to the event handling result
It states whether event to be processed has solved, if the event to be processed has solved, generates prompt information.
Optionally, the self-service processing unit of the event, comprising:
Sample classification module, for obtaining predeterminable event sample set, according to the default classifying rules to described default
Each event sample in event sample set is classified, and the conjunction of event sample set is obtained；
Training module, for extracting a training sample in each event sample set closes with preset ratio,
The correlation function of event information Yu event handling scheme is established according to a training sample；
Repetitive exercise module, for extracting repetitive exercise sample in each event sample set closes with the preset ratio
This, and by correlation function described in the repetitive exercise sample repetitive exercise；
Model generation module, for until the event handling scheme accuracy rate determined based on the correlation function is reached
Preset threshold then handles model for the correlation function as predeterminable event.
Optionally, the self-service processing unit of the event, comprising:
Sample classification composite module, for obtaining predeterminable event sample set, according to the default classifying rules to described
Each event sample in predeterminable event sample set is classified, and the conjunction of event sample set is obtained；
Model encapsulation generation module constructs event handling submodel for closing according to the event sample set respectively, and
Each event handling submodel is encapsulated to obtain predeterminable event processing model.
Optionally, the event input module 20, comprising:
Word segmentation processing unit obtains the event letter for handling the event information by default segmentation methods
Cease corresponding set of keywords；
Scheme determination unit is handled for each keyword in the set of keywords to be inputted the predeterminable event respectively
Each event handling submodel in model, obtains corresponding event handling scheme；
List generation unit obtains the event letter for the event handling scheme to be added to default blank template
Cease corresponding processing scheme list.
Optionally, the scheme execution module 30, comprising:
Step determination unit obtains each thing for obtaining each event handling scheme in the processing scheme list
The event processing steps that part processing scheme includes；
Event handling unit obtains event for handling by the event processing steps the event to be processed
Processing result.
Optionally, the self-service processing unit of the event, comprising:
Data obtaining module, for obtaining the event information and the event handling scheme, and by the event information
With the event handling scheme as an event sample；
Optimize generation module, for handling model by predeterminable event described in the event sample optimization, and generates at event
Reason log is simultaneously sent to cloud.
Optionally, the self-service processing unit of the event, comprising:
Information adjusts module, if unresolved for the event to be processed, by the event information and the processing side
Case list is sent to default customer side, adjusts the event information so that default customer side corresponds to customer service；
Scheme update module, the update event information sent for receiving default customer side, by the update event information
It is input to predeterminable event processing model, obtains the corresponding update processing scheme list of the update event information；
As a result judgment module, for handling the default industry by the event handling scheme in the update processing scheme list
The event to be processed being engaged on platform, obtains artificial treatment as a result, and judging the thing to be processed according to the artificial treatment result
Whether part has solved；
Log generates sending module, if having solved, generating event handling log and having sent for the event to be processed
To cloud；
Secondary adjustment module does not solve if unresolved for the event to be processed if executing the event to be processed,
The event information and the processing scheme list are then sent to default customer side, so that default customer side corresponds to customer service adjustment
The step of event information, until the event to be processed has solved.
Wherein, the step of each Implement of Function Module of the self-service processing unit of event can refer to the self-service processing of event of the present invention
Each embodiment of method, details are not described herein again.
In addition, the embodiment of the present invention also proposes a kind of computer storage medium.
Computer program, the realization when computer program is executed by processor are stored in the computer storage medium
Operation in event self-processing method provided by the above embodiment.
It should be noted that, in this document, relational terms such as first and second and the like are used merely to a reality
Body/operation/object is distinguished with another entity/operation/object, without necessarily requiring or implying these entity/operations/
There are any actual relationship or orders between object；The terms "include", "comprise" or its any other variant meaning
Covering non-exclusive inclusion, so that the process, method, article or the system that include a series of elements not only include that
A little elements, but also including other elements that are not explicitly listed, or further include for this process, method, article or
The intrinsic element of system.In the absence of more restrictions, the element limited by sentence "including a ...", is not arranged
Except there is also other identical elements in process, method, article or the system for including the element.
For device embodiment, since it is substantially similar to the method embodiment, related so describing fairly simple
Place illustrates referring to the part of embodiment of the method.The apparatus embodiments described above are merely exemplary, wherein making
It may or may not be physically separated for the unit of separate part description.In can selecting according to the actual needs
Some or all of the modules realize the purpose of the present invention program.Those of ordinary skill in the art are not making the creative labor
In the case where, it can it understands and implements.
The serial number of the above embodiments of the invention is only for description, does not represent the advantages or disadvantages of the embodiments.
Through the above description of the embodiments, those skilled in the art can be understood that above-described embodiment side
Method can be realized by means of software and necessary general hardware platform, naturally it is also possible to by hardware, but in many cases
The former is more preferably embodiment.Based on this understanding, technical solution of the present invention substantially in other words does the prior art
The part contributed out can be embodied in the form of software products, which is stored in one as described above
In storage medium (such as ROM/RAM, magnetic disk, CD), including some instructions are used so that terminal device (it can be mobile phone,
Computer, server, air conditioner or network equipment etc.) execute method described in each embodiment of the present invention.
The above is only a preferred embodiment of the present invention, is not intended to limit the scope of the invention, all to utilize this hair
Equivalent structure or equivalent flow shift made by bright specification and accompanying drawing content is applied directly or indirectly in other relevant skills
Art field, is included within the scope of the present invention.
Claims (10)
1. a kind of event self-processing method, which is characterized in that the event self-processing method the following steps are included:
The event handling request triggered based on pre-set business platform is received, the event information in the event handling request is obtained；
The event information is input to predeterminable event processing model, obtains the corresponding processing scheme list of the event information；
The event to be processed on the pre-set business platform is handled by the event handling scheme in the processing scheme list, is obtained
Event handling result, wherein event to be processed refers to that the event handling request corresponds to event；
Obtain the event handling as a result, and judge whether the event to be processed has solved according to the event handling result,
If the event to be processed has solved, prompt information is generated.
2. event self-processing method as described in claim 1, which is characterized in that described receive is touched based on pre-set business platform
The event handling request of hair, before the step of obtaining the event information in the event handling request, comprising:
Predeterminable event sample set is obtained, according to the default classifying rules to each event in the predeterminable event sample set
Sample is classified, and the conjunction of event sample set is obtained；
A training sample is extracted in each event sample set closes with preset ratio, thing is established according to a training sample
The correlation function of part information and event handling scheme；
Repetitive exercise sample is extracted in each event sample set closes with the preset ratio, and presses the repetitive exercise sample
Correlation function described in this repetitive exercise；
Until the event handling scheme accuracy rate determined based on the correlation function reaches preset threshold, then by the association
Function handles model as predeterminable event.
3. event self-processing method as described in claim 1, which is characterized in that described receive is touched based on pre-set business platform
The event handling request of hair, before the step of obtaining the event information in the event handling request, comprising:
Predeterminable event sample set is obtained, according to the default classifying rules to each event in the predeterminable event sample set
Sample is classified, and the conjunction of event sample set is obtained；
It is closed according to the event sample set and constructs event handling submodel respectively, and each event handling submodel is encapsulated
Obtain predeterminable event processing model.
4. event self-processing method as described in claim 1, which is characterized in that it is described the event information is input to it is pre-
If event handling model, the step of obtaining the event information corresponding processing scheme list, comprising:
The event information is handled by default segmentation methods, obtains the corresponding set of keywords of the event information；
Each keyword in the set of keywords is inputted into each event handling in the predeterminable event processing model respectively
Model obtains corresponding event handling scheme；
The event handling scheme is added to default blank template, obtains the corresponding processing scheme list of the event information.
5. event self-processing method as described in claim 1, which is characterized in that described by the processing scheme list
The step of event handling scheme handles the event to be processed on the pre-set business platform, obtains event handling result, comprising:
Each event handling scheme in the processing scheme list is obtained, is obtained at the event that each event handling scheme includes
Manage step；
The event to be processed is handled by the event processing steps, obtains event handling result.
6. event self-processing method as described in claim 1, which is characterized in that if the event to be processed has solved
Certainly, then after the step of generating prompt information, comprising:
Obtain the event information and the event handling scheme, and using the event information and the event handling scheme as
One event sample；
Model is handled by predeterminable event described in the event sample optimization, and generates event handling log and is sent to cloud.
7. event self-processing method as described in claim 1, which is characterized in that it is described obtain the event handling as a result,
And after according to the event handling result judging the whether settled step of the event to be processed, comprising:
If the event to be processed is unresolved, the event information and the processing scheme list are sent to default customer service
End adjusts the event information so that default customer side corresponds to customer service；
The update event information that default customer side is sent is received, the update event information input to predeterminable event is handled into mould
Type obtains the corresponding update processing scheme list of the update event information；
The event to be processed on the pre-set business platform is handled by the event handling scheme in the update processing scheme list,
Artificial treatment is obtained as a result, and judging whether the event to be processed has solved according to the artificial treatment result；
If the event to be processed has solved, generates event handling log and be sent to cloud；
If the event to be processed is unresolved, do not solved if executing the event to be processed, by the event information and institute
It states processing scheme list and is sent to default customer side, so that default customer side corresponds to the step of customer service adjusts the event information,
Until the event to be processed has solved.
8. a kind of self-service processing unit of event, which is characterized in that the self-service processing unit of event includes:
It receives and obtains module, for receiving the event handling request based on the triggering of pre-set business platform, obtain the event handling
Event information in request；
Event input module obtains the event information pair for the event information to be input to predeterminable event processing model
The processing scheme list answered；
Scheme execution module, for handling the pre-set business platform by the event handling scheme in the processing scheme list
Event to be processed, obtain event handling result, wherein event to be processed refers to that the event handling request corresponds to event；
As a result judgment module, for obtain the event handling as a result, and according to event handling result judgement it is described wait locate
Whether director's part has solved, if the event to be processed has solved, generates prompt information.
9. a kind of self-service processing equipment of event, which is characterized in that the self-service processing equipment of event includes: memory, processor
And it is stored in the computer program that can be run on the memory and on the processor, in which:
Realize that the event as described in any one of claims 1 to 7 is self-service when the computer program is executed by the processor
The step of processing method.
10. a kind of computer storage medium, which is characterized in that be stored with computer program, institute in the computer storage medium
It states realizing the event self-processing method as described in any one of claims 1 to 7 when computer program is executed by processor
Step.
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