CN109684047A - Event-handling method, device, equipment and computer storage medium - Google Patents

Event-handling method, device, equipment and computer storage medium Download PDF

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Publication number
CN109684047A
CN109684047A CN201810957817.6A CN201810957817A CN109684047A CN 109684047 A CN109684047 A CN 109684047A CN 201810957817 A CN201810957817 A CN 201810957817A CN 109684047 A CN109684047 A CN 109684047A
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CN
China
Prior art keywords
event
event handling
information
handling
scheme
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Pending
Application number
CN201810957817.6A
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Chinese (zh)
Inventor
方振宇
郭明远
代本辉
李宜新
李春平
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Ping An Puhui Enterprise Management Co Ltd
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Ping An Puhui Enterprise Management Co Ltd
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Priority to CN201810957817.6A priority Critical patent/CN109684047A/en
Publication of CN109684047A publication Critical patent/CN109684047A/en
Pending legal-status Critical Current

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    • GPHYSICS
    • G06COMPUTING; CALCULATING; COUNTING
    • G06FELECTRIC DIGITAL DATA PROCESSING
    • G06F9/00Arrangements for program control, e.g. control units
    • G06F9/06Arrangements for program control, e.g. control units using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
    • G06F9/46Multiprogramming arrangements
    • G06F9/466Transaction processing
    • GPHYSICS
    • G06COMPUTING; CALCULATING; COUNTING
    • G06QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00Administration; Management
    • G06Q10/10Office automation, e.g. computer aided management of electronic mail or groupware; Time management, e.g. calendars, reminders, meetings or time accounting
    • G06Q10/103Workflow collaboration or project management

Abstract

The invention discloses a kind of event-handling methods, comprising the following steps: receives the event handling request triggered based on pre-set business platform, obtains the associated event information of the event handling request;The information of each business scenario in the event information and the pre-set business platform is subjected to traversal matching, with the corresponding target service scene of the determination event handling request;The corresponding event handling scheme of the event handling request is determined according to the target service scene, and according to the event handling scheme, can judgement automatically process the event handling request and correspond to event;If automatically processing the event handling request corresponds to event, automatically processed by the event handling scheme, and processing result is sent to the pre-set business platform.The invention also discloses a kind of event processing apparatus, equipment and computer storage mediums.Server of the present invention determines event handling scheme according to business scenario, to improve the treatment effeciency and accuracy rate of event.

Description

Event-handling method, device, equipment and computer storage medium
Technical field
The present invention relates to event field more particularly to event-handling method, device, equipment and computer storage mediums.
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 be based on 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, is carried out by staff artificial Screening Treatment, that is, staff needs artificially to carry out event category according to event information, and different events is sent to Different personnel are handled, and the treatment effeciency and accuracy rate for how improving event become technology urgently to be resolved at present and ask Topic.
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 a kind of event-handling method, device, equipment and computer storage medium, purports Event handling scheme is being automatically determined, event handling efficiency and accuracy rate are improved.
To achieve the above object, the present invention provides a kind of event-handling method, and the event-handling method includes following step It is rapid:
The event handling request triggered based on pre-set business platform is received, the associated event of the event handling request is obtained Information;
The information of each business scenario in the event information and the pre-set business platform is subjected to traversal matching, with determination The corresponding target service scene of the event handling request;
The corresponding event handling scheme of the event handling request is determined according to the target service scene, and according to described Can event handling scheme, judgement automatically process the event handling request and correspond to event;
If automatically processing the event handling request corresponds to event, automatically processed by the event handling scheme, And processing result is sent to the pre-set business platform.
Optionally, described to receive the event handling request triggered based on pre-set business platform, it obtains the event handling and asks The step of seeking associated event information, comprising:
The event handling request triggered based on pre-set business platform is received, and judges whether the event handling request carries Event information to be processed;
If the event handling request does not carry event information to be processed, it is associated to obtain the event handling request Account identification and page iden-tity;
The corresponding business datum of the account identification is obtained from the pre-set business platform, determines the page iden-tity pair The event page answered, and obtain the user behavior data on the page info and its event page of the event page;
Using the business datum, the page info and the user behavior data as event information.
Optionally, described to receive the event handling request triggered based on pre-set business platform, and judge the event handling After the step of whether request carries event information to be processed, comprising:
If the event handling request carries event information to be processed, judge whether the event information to be processed is language Message breath;
If the event information to be processed is not voice messaging, using the event information to be processed as event information, And execute and the information of each business scenario in the event information and the pre-set business platform is subjected to traversal matching, to determine The step of stating event handling request corresponding target service scene;
If the event information to be processed is voice messaging, the event information to be processed is input to default voice and is known Other model obtains corresponding text information, and using the text information as event information.
Optionally, the information by the event information and each business scenario in the pre-set business platform traverses The step of matching, target service scene corresponding with the determination event handling request, comprising:
The event information is pressed into default segmentation methods processing, obtains the corresponding set of keywords of the event information;
Obtain the corresponding business set of keywords of each business scenario in pre-set business platform, and by the set of keywords with Each business set of keywords is compared, with the matching of the determination set of keywords and the business set of keywords Degree;
Will with the highest business set of keywords of the set of keywords matching degree as target keywords set, and Using the corresponding business scenario of the target keywords set as the corresponding target service scene of the event handling request.
Optionally, described that the corresponding event handling scheme of the event handling request is determined according to the target service scene The step of, comprising:
It obtains the processing scheme list of the target service scene relating, and will manage everywhere in the processing scheme list Scheme is compared with the event information;
The processing scheme of preset threshold will be higher than with the event information matching degree as event handling scheme.
Optionally, described according to the event handling scheme, it is corresponding that can judgement automatically process the event handling request The step of event, comprising:
Obtain the event processing steps in the event handling scheme, judge in the event processing steps whether comprising to Authorized operation instruction;
It is instructed if not including in the event processing steps to Authorized operation, the event handling request can be automatically processed Corresponding event;
If the event handling request cannot be automatically processed comprising instructing to Authorized operation in the event processing steps Corresponding event.
Optionally, described that the corresponding event handling side of the event handling request is determined according to the target service scene Case, and according to the event handling scheme, after can judgement automatically process the step of event handling request corresponds to event, Include:
If cannot automatically process the event handling request corresponds to event, the event handling scheme is sent to default Business platform, so that user carries out artificial treatment;
When detecting that the event handling request corresponds to event handling completion, the place on the pre-set business platform is obtained Reason is as a result, and judge whether the corresponding event of the event handling application has solved according to the processing result;
If the corresponding event of the event handling application has solved, generates event handling log and be sent to cloud;
If the corresponding event of the event handling application is unresolved, the processing scheme list is sent to default customer service End, so that default customer side, which corresponds to customer service, carries out artificial treatment.
In addition, to achieve the above object, the present invention also provides a kind of event processing apparatus, the event processing apparatus packet It includes:
It receives and obtains module, for receiving the event handling request based on the triggering of pre-set business platform, obtain the event Associated event information is requested in processing;
Scene determining module, for by the information of each business scenario in the event information and the pre-set business platform into Row traversal matching, with the corresponding target service scene of the determination event handling request;
Scheme determines judgment module, for determining the corresponding thing of the event handling request according to the target service scene Part processing scheme, and according to the event handling scheme, can judgement automatically process the event handling request and correspond to event;
Sending module is handled, if corresponding to event for automatically processing the event handling request, by the event handling Scheme is automatically processed, and processing result is sent to the pre-set business platform.
In addition, to achieve the above object, the present invention also provides a kind of event handling equipments;
The event handling equipment includes: memory, processor and is stored on the memory and can be in the processing The computer program run on device, in which:
The step of computer program realizes event-handling 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-handling method.
A kind of event-handling method, device, equipment and the computer storage medium that the embodiment of the present invention proposes, pass through setting Event handling platform, event handling platform are received the event handling request triggered based on pre-set business platform, obtain the event Associated event information is requested in processing;The information of each business scenario in the event information and the pre-set business platform is carried out Traversal matching, with the corresponding target service scene of the determination event handling request;Institute is determined according to the target service scene The corresponding event handling scheme of event handling request is stated, and according to the event handling scheme, can judgement automatically process described Event handling request corresponds to event;If automatically processing the event handling request corresponds to event, by the event handling scheme It is automatically processed, and processing result is sent to the pre-set business platform.It is true according to event information in server of the present invention Determine the corresponding business scenario of event, and determine corresponding event handling scheme according to event scenarios, does not need contact staff's reading Event log determines event handling scheme, improves event handling efficiency, and event handling platform can partially carry out event automatically Processing, reduces user's operation and improves user experience, can reduce contact staff at the same time, reduce the orchid of human resources Prince wife reduces artificial trial and error number, improves in addition, accurately determining event handling scheme according to event scenarios in the application The processing accuracy rate of event.
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-handling method first embodiment of the present invention;
Fig. 3 is the functional block diagram of one embodiment of event processing apparatus 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 at event Manage equipment, wherein event handling equipment can be to be made of individual event processing apparatus, is also possible to by other devices and thing Part processing unit combines 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-handling method that embodiment provides.
Referring to Fig. 2, in the first embodiment of event-handling method of the present invention, the event-handling method includes:
Step S10 receives the event handling request triggered based on pre-set business platform, obtains the event handling request and closes The event information of connection.
Developer is in advance by server (server is called event handling platform or issue handling platform) and business Data transmission interface between platform (application software) is docked, and the transmission of data can be carried out by data transmission interface, That is, user operates on the business platform of terminal, in user to business platform there are when operational issue, user can be at end Event handling request is sent to server by trigger event processing request on the business platform at end, business platform, and server receives Event handling request simultaneously obtains the associated event information of event handling request, wherein event information can refer to user's input Question information can also be the information concerning events 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 Related service information etc. in financing software is used as event information.
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 information of each business scenario in the event information and the pre-set business platform is carried out traversal by step S20 Match, with the corresponding target service scene of the determination event handling request.
Server obtains the information of each business scenario of pre-set business platform, and by the corresponding event of event handling application Information is compared with the information of each business scenario, determines the corresponding target service scene of event handling request, that is, existing Event handling, which is server, to be inputted question information according to user and determines event to be processed, may cause in this way server selection to Processing problem inaccuracy leads to determining technical solution inaccuracy, asks in the present embodiment from the business scenario diminution of user Corresponding event handling scheme is requested in the range of topic, accurate locating events processing;Specifically, it is determined that event handling request is corresponding The step of business scenario includes:
The event information is pressed default segmentation methods processing, obtains the corresponding keyword of the event information by step S21 Set;
Step S22, obtains the corresponding business set of keywords of each business scenario in pre-set business platform, and by the key Word set is compared with each business set of keywords, with the determination set of keywords and the business set of keywords Matching degree;
Step S23, will be with the highest business set of keywords of the set of keywords matching degree as target critical Word set, and using the corresponding business scenario of the target keywords set as the corresponding target service of the event handling request Scene.
That is, server event information is pressed default segmentation methods, (default segmentation methods, which refer to, to be preset chinese character sequence It is cut into the algorithm of individual word one by one, participle is exactly that continuous word sequence is reassembled into word according to certain specification The process of sequence) it is handled, obtain the corresponding set of keywords of event information;Server obtains each industry in pre-set business platform The corresponding business set of keywords of scene of being engaged in is used as business datum, server by the corresponding set of keywords of event handling request and Each business set of keywords is compared in pre-set business platform, determines that set of keywords business corresponding with each business scenario is closed The matching degree of key word set;Server will the highest business keyword of set of keywords matching degree corresponding with event handling request Set is used as target keywords set, and using the corresponding business scenario of target keywords set as the event handling request pair The target service scene answered.
For example, user puts question on financing software: how long are the redemption needs of regular finance product A? and it is based on question information Trigger event processing application request, server obtain question information and carry out question information at participle according to default segmentation methods Reason, obtains regular finance product A, redemption, needs, set of keywords how long, and server obtains each business on financing software The corresponding business set of keywords of scene, the business set of keywords of scene 1 are as follows: regular finance product A, purchase, redemption, stream Journey, time, service charge;The business set of keywords of scene 2 are as follows: current finance product B, purchase, redemption, process, time, formality Take;The business set of keywords of scene 3 are as follows: current finance product C, purchase, redemption, process, time, service charge;Server is true Determine the business set of keywords and set of keywords matching degree highest of scene 1, and using the business set of keywords of scene 1 as mesh Set of keywords is marked, server is using the corresponding business scenario of target keywords set as the corresponding mesh of the event handling request Mark business scenario.
Step S30 determines the corresponding event handling scheme of the event handling request according to the target service scene, and According to the event handling scheme, can judgement automatically process the event handling request and correspond to event.
Server determines the corresponding event handling scheme of event handling request according to target service scene, that is, is determining mesh After marking business scenario, server can determine the corresponding problem to be processed of event handling request according to business scenario, and according to Problem to be processed determines corresponding event handling scheme, and server judges that can server certainly after obtaining event handling scheme Dynamic processing event handling scheme solves event handling request and corresponds to event, automatically processes and refers to that not needing user's operation server holds The event processing steps acted in part processing scheme carry out event handling.
Further, determine that the corresponding event handling scheme of the event handling request has according to the target service scene Body includes:
Step a1 obtains the processing scheme list of the target service scene relating, and will be in the processing scheme list Everywhere in reason scheme be compared with the event information;
Step a2 will be higher than the processing scheme of preset threshold with the event information matching degree as event handling side Case.
For example, server obtains the processing scheme list of target service scene relating, that is, preset in the database of server Provided with the whole issue being likely to occur under business scenario and the business scenario, and it is provided with the corresponding issue handling of each problem Scheme, server map problem and processing scheme to form processing scheme list, and server will be each in processing scheme list The corresponding information of processing scheme is compared with event information, to determine the corresponding event handling scheme of event handling request, that is, Server will be higher than preset threshold with event information matching degree, and (preset threshold is arranged as the case may be: being for example set above 80%) processing scheme is as event handling scheme.
Further, according to the event handling scheme, can judgement automatically process the event handling request and correspond to thing Part specifically includes:
Step b1 obtains the event processing steps in the event handling scheme, judge be in the event processing steps No includes to instruct to Authorized operation;
Step b2 instructs to Authorized operation if not including in the event processing steps, can automatically process the event Corresponding event is requested in processing;
Step b3, if the event cannot be automatically processed comprising instructing to Authorized operation in the event processing steps Corresponding event is requested in processing.
That is, server obtain event handling scheme in event processing steps, server judge be in event processing steps No includes to instruct to Authorized operation;It is instructed if not including in the event processing steps to Authorized operation, that is, event handling scheme In all instructions be all operational order that user has authorized, server can automatically process the thing according to event processing steps Corresponding event is requested in part processing;If in the event processing steps comprising to Authorized operation instruct, that is, need user to event at Instruction in reason scheme is authorized, and server cannot automatically process the event handling request and correspond to event.
Step S40 is carried out certainly if automatically processing the event handling request corresponds to event by the event handling scheme Dynamic processing, and processing result is sent to the pre-set business platform.
If server judgement can automatically process event handling request and correspond to event, server presses the event handling side Event processing steps progress event handling request in case corresponds to event and automatically processes, and processing result is sent to described preset Business platform.
Server determines the corresponding business scenario of event according to event information in the present embodiment, and true according to event scenarios Fixed corresponding event handling scheme does not need contact staff's reading event log and determines event handling scheme, improves at event Efficiency is managed, event handling platform partially can carry out event handling automatically, reduce user's operation and improve user experience, with this Contact staff can be reduced simultaneously, the blue prince wife of human resources is reduced, in addition, accurately determining thing according to event scenarios in the application Part processing scheme reduces artificial trial and error number, improves the processing accuracy rate of event.
On the basis of first embodiment of the invention, the present embodiment is further provided, the present embodiment is the present invention first The refinement of embodiment step S10, it is corresponding in event handling request in this present embodiment with the difference of first embodiment of the invention Event information can have different source and form, specifically, the event-handling method includes:
Step S11 is received the event handling request triggered based on pre-set business platform, and judges the event handling request Whether to be processed event information is carried;
Step S12 obtains the event handling and asks if the event handling request does not carry event information to be processed Ask associated account identification and page iden-tity;
Step S13 obtains the corresponding business datum of the account identification from the pre-set business platform, determines the page Face identifies the corresponding event page, and obtains the user behavior on the page info and its event page of the event page Data;Using the business datum, the page info and the user behavior data as event information.
That is, server receives the event handling request triggered based on pre-set business platform, and judge that the event handling is asked Seeking Truth is no to carry event information to be processed;That is, the mode of a variety of trigger events processing request is provided in server, mode one: User can the input question information trigger event processing request in puing question to text box;Mode two: user clicks " enquirement " key Trigger event processing request, user do not input relevant event information, handle request according to the trigger event of mode two, Then without carrying event information to be processed (question information that event information to be processed refers to user's input) in event handling request, Server obtains the associated account identification of event handling request and page iden-tity;Wherein, account identification, which refers to, logs in pre-set business The identification information of platform, server can log in pre-set business platform based on account identification automatically;Page iden-tity user triggers thing The unique identifying information of the corresponding page is requested in part processing, and it is corresponding that server logs in pre-set business platform according to account identification automatically Account, the business datum of the account is obtained from the pre-set business platform, server is further, true according to page iden-tity Determine the event page of user's trigger event processing request, server obtains the page info of the event page, and (page info is Refer to the page on element information) and its event page on user behavior data (user behavior data refer to user click Operation information, browsing information etc.), server using business datum, page info and user behavior data as event information, with The corresponding event of event handling request is determined according to business datum, page info and user behavior data.
For example, user's trigger event processing request in the first page of financing software, server login account mark pair Should manage money matters software, and obtain the purchase product information of the account, and page info that server obtains first page and user are the Operation information on one page, server is by purchase product information, the page info of first page and user in first page Operation information as event information.
Server can be with automatic collection event information in the present embodiment, wherein the event information acquired in the present embodiment It is more, the operation of user had both been facilitated, can also accurately determine that the behavior of user is intended to according to event information, so that event handling is more Add intelligence.
Step S14 judges the event information to be processed if the event handling request carries event information to be processed It whether is voice messaging;
Step S15, if the event information to be processed is not voice messaging, using the event information to be processed as thing Part information, and execute and the information of each business scenario in the event information and the pre-set business platform is subjected to traversal matching, The step of target service scene corresponding with the determination event handling request;
The event information to be processed is input to pre- by step S16 if the event information to be processed is voice messaging If speech recognition modeling, corresponding text information is obtained, and using the text information as event information.
If user's trigger event processing request in the way of mode two, event handling request carries event letter to be processed Breath, server further judges whether event information to be processed is voice messaging, if the event information to be processed is not voice Information then using the event information to be processed as event information, and executes and puts down the event information and the pre-set business The information of each business scenario carries out traversal matching in platform, with the step of the corresponding target service scene of the determination event handling request Suddenly, if the event information to be processed is voice messaging, the event information to be processed is input to default speech recognition mould Type, wherein setting speech recognition modeling is pre-set speech recognition modeling, obtains corresponding text information, and by the text Information is as event information
Server can automatically obtain the corresponding event information of event handling request in the present embodiment, and it is defeated to reduce user Enter operation, in addition, being additionally provided with speech recognition module in the present embodiment, enquirement behaviour can be carried out to user speech question information Make, so that event handling more intelligence is convenient.
The second embodiment of the present invention is further provided on the basis of first embodiment of the invention, in the present embodiment It cannot be automatically processed in server, then event handling scheme is sent to customer side and carry out artificial treatment.Specifically, institute Stating event-handling method includes:
Step S50 sends out the event handling scheme if cannot automatically process the event handling request corresponds to event It send to pre-set business platform, so that user carries out artificial treatment.
If server cannot automatically process event handling request and correspond to event, that is, comprising in need in event handling scheme The operational order of user's authorization, event handling scheme is sent to pre-set business platform by server, so that user is manually located Reason.
It is flat to obtain the pre-set business when detecting that the event handling request corresponds to event handling completion by step S60 Processing result on platform, and judge whether the corresponding event of the event handling application has solved according to the processing result.
User is handled on the business platform in by the event processing steps for including in event handling scheme, in user When processing is completed, user clicks " completion " i.e. event handling and completes, and detects that event handling request corresponds at event in server When reason is completed, server obtains the processing result on pre-set business platform, and is judged at the event according to the processing result Reason applies for whether corresponding event has solved, that is, server parses processing result, and judges that event handling application is corresponding Event whether solved.
Step S70 generates event handling log and is sent to if the corresponding event of the event handling application has solved Cloud.
Server event processing applies for that corresponding event has solved, then generates event handling log, that is, server will be applied Information and the input of event handling scheme are to generate event handling log, server will be at the event of generation in blank log template Reason log is sent to cloud and carries out cloud preservation, so that user checks or developer is according to the event handling log in cloud Corresponding business platform optimizes.
The processing scheme list is sent to by step S80 if the corresponding event of the event handling application is unresolved Default customer side, so that default customer side, which corresponds to customer service, carries out artificial treatment.
If the corresponding event of the event handling application is unresolved, that is, cannot be for event according to event handling scheme It is handled, processing scheme list is then sent to default customer side by server, so that default customer side, which corresponds to customer service, carries out people Work processing, contact staff are screened according to event information, event handling scheme list, and suitable scheme is selected to carry out at event Reason.
In the present embodiment when server cannot automatically process, event handling scheme is sent to user's end by server End, user terminal correspond to user and receive event handling scheme, so that user carries out artificial treatment, so that event handling is cleverer It is living.
In addition, the embodiment of the present invention also proposes that a kind of event processing apparatus, the event processing apparatus include: referring to Fig. 3
It receives and obtains module 10, for receiving the event handling request based on the triggering of pre-set business platform, obtain the thing Associated event information is requested in part processing;
Scene determining module 20, for by the information of each business scenario in the event information and the pre-set business platform Traversal matching is carried out, with the corresponding target service scene of the determination event handling request;
Scheme determines judgment module 30, for determining that the event handling request is corresponding according to the target service scene Event handling scheme, and according to the event handling scheme, can judgement automatically process the event handling request and correspond to event;
Sending module 40 is handled, if corresponding to event for automatically processing the event handling request, at the event Reason scheme is automatically processed, and processing result is sent to the pre-set business platform.
Optionally, the reception obtains module 10, comprising:
Judging unit is received, for receiving the event handling request based on the triggering of pre-set business platform, and judges the thing Whether part processing request carries event information to be processed;
Acquiring unit obtains the event if not carrying event information to be processed for the event handling request Associated account identification and page iden-tity are requested in processing;
Data acquisition unit, for obtaining the corresponding business datum of the account identification from the pre-set business platform, It determines the corresponding event page of the page iden-tity, and obtains on the page info and its event page of the event page User behavior data;Using the business datum, the page info and the user behavior data as event information.
Optionally, the reception judging unit, is also used to:
If the event handling request carries event information to be processed, judge whether the event information to be processed is language Message breath;
If the event information to be processed is not voice messaging, using the event information to be processed as event information, And execute and the information of each business scenario in the event information and the pre-set business platform is subjected to traversal matching, to determine The step of stating event handling request corresponding target service scene;
If the event information to be processed is voice messaging, the event information to be processed is input to default voice and is known Other model obtains corresponding text information, and using the text information as event information.
Optionally, the scene determining module 20, comprising:
The event information is pressed into default segmentation methods processing, obtains the corresponding set of keywords of the event information;
Obtain the corresponding business set of keywords of each business scenario in pre-set business platform, and by the set of keywords with Each business set of keywords is compared, with the matching of the determination set of keywords and the business set of keywords Degree;
Will with the highest business set of keywords of the set of keywords matching degree as target keywords set, and Using the corresponding business scenario of the target keywords set as the corresponding target service scene of the event handling request.
Optionally, the scheme determines judgment module 30, comprising:
Comparing unit is obtained, for obtaining the processing scheme list of the target service scene relating, and by the processing Scheme is managed everywhere in scheme list to be compared with the event information;
Scheme determination unit, for using with the event information matching degree be higher than preset threshold the processing scheme as Event handling scheme.
Optionally, the scheme determines judgment module 30, comprising:
Judging unit is obtained to judge at the event for obtaining the event processing steps in the event handling scheme It whether manages in step comprising being instructed to Authorized operation;
First judging unit can be located automatically if instructing for not including in the event processing steps to Authorized operation It manages the event handling request and corresponds to event;
Second judging unit, if for that, comprising being instructed to Authorized operation, cannot locate automatically in the event processing steps It manages the event handling request and corresponds to event.
Optionally, the event processing apparatus, further includes:
Scheme sending module, if corresponding to event for the event handling request cannot to be automatically processed, by the event Processing scheme is sent to pre-set business platform, so that user carries out artificial treatment;
As a result judgment module, for when detecting that the event handling request corresponds to event handling and completes, described in acquisition Processing result on pre-set business platform, and whether the corresponding event of the event handling application is judged according to the processing result It has solved;
Log generation module generates event handling day if having solved for the corresponding event of the event handling application Will is simultaneously sent to cloud;
Customer service sending module, if unresolved for the corresponding event of the event handling application, by the processing scheme List is sent to default customer side, so that default customer side, which corresponds to customer service, carries out artificial treatment.
Wherein, the step of each Implement of Function Module of event processing apparatus can refer to each of event-handling method of the present invention A embodiment, 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-handling 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-handling method, which is characterized in that the event-handling method the following steps are included:
The event handling request triggered based on pre-set business platform is received, the associated event letter of the event handling request is obtained Breath;
The information of each business scenario in the event information and the pre-set business platform is subjected to traversal matching, described in determination The corresponding target service scene of event handling request;
The corresponding event handling scheme of the event handling request is determined according to the target service scene, and according to the event Can processing scheme, judgement automatically process the event handling request and correspond to event;
If automatically processing the event handling request corresponds to event, automatically processed by the event handling scheme, and will Processing result is sent to the pre-set business platform.
2. event-handling method as described in claim 1, which is characterized in that the reception was triggered based on pre-set business platform Event handling request, the step of obtaining the event handling request associated event information, comprising:
The event handling request triggered based on pre-set business platform is received, and judges whether the event handling request carries wait locate Manage event information;
If the event handling request does not carry event information to be processed, the associated account of the event handling request is obtained Mark and page iden-tity;
The corresponding business datum of the account identification is obtained from the pre-set business platform, determines that the page iden-tity is corresponding The event page, and obtain the user behavior data on the page info and its event page of the event page;
Using the business datum, the page info and the user behavior data as event information.
3. event-handling method as claimed in claim 2, which is characterized in that the reception was triggered based on pre-set business platform Event handling request, and after judging the step of whether event handling request carries event information to be processed, comprising:
If the event handling request carries event information to be processed, judge whether the event information to be processed is voice letter Breath;
If the event information to be processed is not voice messaging, using the event information to be processed as event information, and hold The information for being about to each business scenario in the event information and the pre-set business platform carries out traversal matching, with the determination thing The step of corresponding target service scene is requested in part processing;
If the event information to be processed is voice messaging, the event information to be processed is input to default speech recognition mould Type obtains corresponding text information, and using the text information as event information.
4. event-handling method as described in claim 1, which is characterized in that described by the event information and the default industry The information of each business scenario carries out traversal matching in business platform, with the corresponding target service scene of the determination event handling request The step of, comprising:
The event information is pressed into default segmentation methods processing, obtains the corresponding set of keywords of the event information;
Obtain the corresponding business set of keywords of each business scenario in pre-set business platform, and by the set of keywords and each institute The business set of keywords of stating is compared, with the matching degree of the determination set of keywords and the business set of keywords;
It will be with the highest business set of keywords of the set of keywords matching degree as target keywords set, and by institute The corresponding business scenario of target keywords set is stated as the corresponding target service scene of the event handling request.
5. event-handling method as described in claim 1, which is characterized in that described to determine institute according to the target service scene The step of stating event handling request corresponding event handling scheme, comprising:
It obtains the processing scheme list of the target service scene relating, and scheme will be managed everywhere in the processing scheme list It is compared with the event information;
The processing scheme of preset threshold will be higher than with the event information matching degree as event handling scheme.
6. event-handling method as described in claim 1, which is characterized in that described according to the event handling scheme, judgement The step of event handling request corresponds to event can be automatically processed, comprising:
The event processing steps in the event handling scheme are obtained, whether are judged in the event processing steps comprising wait authorize Operational order;
It is instructed if not including in the event processing steps to Authorized operation, it is corresponding that the event handling request can be automatically processed Event;
If it is corresponding that the event handling request cannot be automatically processed comprising instructing to Authorized operation in the event processing steps Event.
7. event-handling method as described in claim 1, which is characterized in that described to determine institute according to the target service scene The corresponding event handling scheme of event handling request is stated, and according to the event handling scheme, can judgement automatically process described Event handling request corresponded to after the step of event, comprising:
If cannot automatically process the event handling request corresponds to event, the event handling scheme is sent to pre-set business Platform, so that user carries out artificial treatment;
When detecting that the event handling request corresponds to event handling completion, the processing knot on the pre-set business platform is obtained Fruit, and judge whether the corresponding event of the event handling application has solved according to the processing result;
If the corresponding event of the event handling application has solved, generates event handling log and be sent to cloud;
If the corresponding event of the event handling application is unresolved, the processing scheme list is sent to default customer side, So that default customer side, which corresponds to customer service, carries out artificial treatment.
8. a kind of event processing apparatus, which is characterized in that the event processing apparatus 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 Request associated event information;
Scene determining module, for carrying out time the information of each business scenario in the event information and the pre-set business platform Matching is gone through, with the corresponding target service scene of the determination event handling request;
Scheme determines judgment module, for being determined at the corresponding event of the event handling request according to the target service scene Reason scheme, and according to the event handling scheme, can judgement automatically process the event handling request and correspond to event;
Sending module is handled, if corresponding to event for automatically processing the event handling request, by the event handling scheme It is automatically processed, and processing result is sent to the pre-set business platform.
9. a kind of event handling equipment, which is characterized in that the event handling equipment includes: memory, processor and is stored in On the memory and the computer program that can run on the processor, in which:
The event handling as described in any one of claims 1 to 7 is realized when the computer program is executed by the processor The step of method.
10. a kind of computer storage medium, which is characterized in that be stored with computer program, institute in the computer storage medium State the step of event-handling method as described in any one of claims 1 to 7 is realized when computer program is executed by processor.
CN201810957817.6A 2018-08-21 2018-08-21 Event-handling method, device, equipment and computer storage medium Pending CN109684047A (en)

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Cited By (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN110363544A (en) * 2019-07-18 2019-10-22 拉扎斯网络科技(上海)有限公司 Event-handling method, device, electronic equipment and storage medium
CN112540837A (en) * 2020-12-18 2021-03-23 贝壳技术有限公司 Service processing component calling method, system, electronic equipment and storage medium
CN113095625A (en) * 2021-03-17 2021-07-09 中国民用航空总局第二研究所 Method and system for grading unsafe events of civil aviation airport
CN113093958A (en) * 2021-04-06 2021-07-09 中国工商银行股份有限公司 Data processing method and device and server

Cited By (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN110363544A (en) * 2019-07-18 2019-10-22 拉扎斯网络科技(上海)有限公司 Event-handling method, device, electronic equipment and storage medium
CN112540837A (en) * 2020-12-18 2021-03-23 贝壳技术有限公司 Service processing component calling method, system, electronic equipment and storage medium
CN113095625A (en) * 2021-03-17 2021-07-09 中国民用航空总局第二研究所 Method and system for grading unsafe events of civil aviation airport
CN113093958A (en) * 2021-04-06 2021-07-09 中国工商银行股份有限公司 Data processing method and device and server

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