CN110020777A - A kind of power customer business worksheet system and method - Google Patents
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Abstract
The invention discloses power customer business worksheet system and method, and the system comprises server and one or more user terminals, server includes personal management module, and record personnel are good at processing item；Work order categorization module classifies to received work order；Work order worksheet processing module carries out work order distribution according to the item that work order type and personnel are good at processing, and, when a personnel are untreated there are multiple work orders, time and work order negative emotions degree are generated according to work order, the multiple work order is ranked up, user terminal is pushed to.The present invention can carry out intelligent classification to work order and distribute, the worksheet efficiency of raising.
Description
Technical field
The invention belongs to intelligent work order processing technology field more particularly to a kind of power customer business worksheet system and
Method.
Background technique
For power supply company, power supply line is more, distance, distribution transformer enormous amount, the electricity consumption user being related to
It is numerous, it often will appear various electric faults during electricity consumption, therefore it is most important for the operation of power supply company to report business for repairment,
In existing way, user is mainly reported for repairment in such a way that phone places an order, but there are still following problems at present for inventor's discovery:
Calling operator on duty relies primarily on the laymans such as business hall, professional ability shortcoming, therefore holds very much in order
The problems such as easily there is mistake or communication disorders, being complained so as to cause repairing；
The appointment of repairing task does not consider the technical advantage of repair personnel, or by manually assigning, and manually assigns, and bears
Repairing resource can only cannot be efficiently used, scheduling has to be optimized by task assignment to the personnel in its group by blaming people；
It is inadequate to the supervision of repairing process；
It when multiple work orders are to be processed, is ranked up generally according to the work order received time, but for agency, visitor
The mood at family is also extremely important, but current sequence does not consider.
Summary of the invention
To overcome above-mentioned the deficiencies in the prior art, the present invention provides a kind of power customer business worksheet system and sides
Method.The item that processing can be good at according to employee carries out smart allocation, and when untreated there are multiple work orders, according to the time
Degree of urgency and customer anger are ranked up, and provide worksheet efficiency, and embody the technical advantage of repair personnel, work
Single treatment effect is more preferable, and customer satisfaction is higher.
To achieve the above object, the present invention adopts the following technical scheme:
A kind of server, connect with user terminal communication, comprising:
Personal management module, record personnel are good at processing item；
Work order categorization module classifies to received work order；
Work order worksheet processing module carries out work order distribution according to the item that work order type and personnel are good at processing, also, when one
When personnel are untreated there are multiple work orders, time and work order negative emotions degree are generated according to work order, to the multiple work order into
Row sequence, pushes to user terminal.
Further, the work order categorization module is configured as:
Based on classified history trouble ticket set, training work order disaggregated model；
Unfiled work order is received, its classification is determined according to work order disaggregated model.
Further, the work order disaggregated model training method are as follows:
History trouble ticket set is obtained, includes the classification of each history trouble ticket in the history trouble ticket set；
For the history trouble ticket in each classification, content of text in work order is extracted；
The text is segmented, and carries out synonym merging；
Word is sorted from large to small according to word frequency, the word of the maximum setting number of word frequency is denoted as mark work order classification
Word, establish the mapping table of word and work order classification.
Further, it is determined that work order type includes:
Non-classified work order is received, content of text in work order is extracted；
The text is segmented, and carries out synonym merging
Resulting word will be segmented and be input to the work order disaggregated model, synonym merging and word frequency statistics are executed, obtain word
Frequently highest word；
The classification of the work order is determined according to the mapping relations of word and work order classification.
Further, described that time and work order negative emotions degree are generated according to work order, the multiple work order is arranged
Sequence includes:
Preset work order generates time weighting wtimeWith the weight w of negative emotions gradeemotion, pressing degree w=Wtime×
wemotion, work order is ranked up from big to small according to pressing degree.
Further, the server further include:
Authority management module, for managing the access authority information and login password of employee.
Further, the server further include:
Message registration management module, management incoming call record management module abandon telephony recording, dont answer telephony recording and outer
It dials record.
Further, the server further include:
Workform management module, for storing all work order informations and work order state；
Work order monitoring module, for monitoring the time of received orders of work order and handling time and user terminal real-time geographic position
It sets.
One or more embodiments provide a kind of power customer business worksheet system, including the server and
One or more user terminals.
One or more embodiments provide a kind of power customer business worksheet method, comprising:
Received work order is classified；
Work order distribution is carried out according to the item that work order type and personnel are good at processing, wherein personnel are good at the item of processing
It is preconfigured, also, when a personnel are untreated there are multiple work orders, time and the negative feelings of work order is generated according to work order
Thread degree is ranked up the multiple work order.
Beneficial effects of the present invention
1, the work order that worksheet system docking of the invention is received carries out intelligent classification and distributes, and artificial nucleus are greatly saved
To the time, work order first-aid repair efficiency is effectively increased.
2, the present invention is based on big datas to establish work order disaggregated model, and the word of high word frequency and work order type are closed
Connection, and the mapping relations of word and type are established, improve work order classification effectiveness.
3, work order of the invention distributes the type for considering work order, according to the repair personnel that work order type matching is verified, if
There is a repair personnel to get multiple work orders, priority ranking, the urgent journey also are carried out according to pressing degree to this multiple work order
Degree considers the time that work order has generated, and reports the mood of personnel for repairment, which is obtained by obtaining content analysis in work order
It arrives.
Detailed description of the invention
The accompanying drawings constituting a part of this application is used to provide further understanding of the present application, and the application's shows
Meaning property embodiment and its explanation are not constituted an undue limitation on the present application for explaining the application.
Fig. 1 is a kind of power customer business worksheet system framework figure in embodiment one；
Fig. 2 is a kind of power customer business worksheet method flow diagram in embodiment two.
Specific embodiment
It is noted that described further below be all exemplary, it is intended to provide further instruction to the application.Unless another
It indicates, all technical and scientific terms used herein has usual with the application person of an ordinary skill in the technical field
The identical meanings of understanding.
It should be noted that term used herein above is merely to describe specific embodiment, and be not intended to restricted root
According to the illustrative embodiments of the application.As used herein, unless the context clearly indicates otherwise, otherwise singular
Also it is intended to include plural form, additionally, it should be understood that, when in the present specification using term "comprising" and/or " packet
Include " when, indicate existing characteristics, step, operation, device, component and/or their combination.
In the absence of conflict, the features in the embodiments and the embodiments of the present application can be combined with each other.
Embodiment one
Present embodiment discloses a kind of power customer business worksheet systems, including server and user terminal.
Server includes:
Work order generation module generates work order based on the voice received or text information；
Wherein, voice or text information can be obtains from the phone or mobile terminal app that the personnel of reporting for repairment dial
, it is also possible to obtain by other approach.
User management module records employee and registers the access authority information and login password of user, and record
Repair personnel is good at type；
Message registration management module, management incoming call record management module abandon telephony recording, dont answer telephony recording and outer
It dials record；
Workform management module, for storing all work order informations and work order state, state include but is not limited to be completed,
In progress, it is able to carry out work order inquiry, work order tracking, work order merging and work order export.
Work order monitoring module is shown for monitoring time of received orders and the processing time of work order, and in real-time map interface
Show breakdown gang 5 in line position, idle state and the geographical location information for reporting fault point for repairment.
Statistical analysis module, for counting repairing work, fault type, work order quality, power supply unit etc., convenient for retrospect and
Inquiry and the subsequent statistic analysis based on big data.
Work order categorization module, is configured as:
Reception business work order；
The processing such as classify is carried out based on work order text feature.For example, classification may include having a power failure to report class, electrical energy measurement class for repairment
Work order.
S11: it is based on classified history trouble ticket set, establishes work order disaggregated model, which includes:
(1) history trouble ticket set is obtained, includes the classification of each history trouble ticket in the history trouble ticket set；
(2) for the history trouble ticket in each classification, content of text in work order is extracted；
(3) it is segmented based on corpus, and pretreatment, the pretreatment includes filtering out stop words；
(4) since the expression way for same event is very various, each word includes synonymous near synonym, this implementation
Example has also carried out synonym merging, obtains the nonoverlapping set of words of meaning；
(5) word frequency for counting each word, word is sorted from large to small according to word frequency, by the maximum setting number of word frequency
Word is denoted as the word of mark work order classification, establishes the mapping table of word and work order classification.
S12: receiving unfiled work order, determines its classification according to work order disaggregated model.It specifically includes:
(1) non-classified work order is received, is segmented based on corpus, and pretreatment；
(2) field in the non-classified work order data is segmented；
(3) resulting word will be segmented and be input to the work order disaggregated model, synonym merging and word frequency statistics are executed, obtain
The highest word of word frequency；
(4) classification of the work order is determined according to the mapping relations of word and work order classification.
By constructing work order disaggregated model, work order content and classification direct correlation property are determined, to realize the automatic of work order
Classification reduces the artificial workload for distinguishing work order, and helps subsequent targetedly to distribute work order.
Work order worksheet processing module is distributed for carrying out intelligence to work order, so that the personnel being distributed carry out order operation；Matched
It is set to:
S21: counting repair personnel's real time position according to user terminal, according to repairing place and the type of work order, by this
Work order is preferentially distributed to distance repairing distance closely and is good at the repair personnel that repairing type is consistent；
S22: being the sequence of the multiple work order according to pressing degree if multiple work orders are distributed to same repair personnel.
For better services client, for Utilities Electric Co., the pressing degree of work order is not only the type by work order
It determines, the mood also reported for repairment with client is in close relations, in order to accurately reflect pressing degree, the preset work order time power of the present embodiment
Weight wtime, the work order generation time is longer, and weight is bigger；And the weight w of different mood gradesemotion, negative emotions such as anger,
Worried stronger, weight is bigger.Pressing degree w=Wtime×wemotion.Work order is ranked up from big to small according to pressing degree.
Wherein, the calculating of mood degree can be used the prior art and obtain.
In the present embodiment, client is directly contacted with repair personnel, work order is manually generated without by customer service, keeps away
Exempt from contact staff not understanding and the situation of occurrence record mistake professional domain.
User terminal, comprising:
User log-in block accesses server for client or staff；
Problem feedback module, for receiving client to the feedback of all kinds of problems and being sent to server, by server
Work order generation module generate work order；Support words input and voice input；
Work order enquiry module, inquiry worksheet record, work order distribute record；
Work order statistical module sends statistical demand to server, obtains statistic analysis result.
Embodiment two
The purpose of the present embodiment is to provide a kind of power customer business worksheet method, comprising:
Received work order is classified；
Work order distribution is carried out according to the item that work order type and personnel are good at processing, wherein personnel are good at the item of processing
It is preconfigured, also, when a personnel are untreated there are multiple work orders, time and the negative feelings of work order is generated according to work order
Thread degree is ranked up the multiple work order.
Wherein, the work order disaggregated model training method are as follows:
History trouble ticket set is obtained, includes the classification of each history trouble ticket in the history trouble ticket set；
For the history trouble ticket in each classification, content of text in work order is extracted；
The text is segmented, and carries out synonym merging；
Word is sorted from large to small according to word frequency, the word of the maximum setting number of word frequency is denoted as mark work order classification
Word, establish the mapping table of word and work order classification.
Further, it is determined that work order type includes:
Non-classified work order is received, content of text in work order is extracted；
The text is segmented, and carries out synonym merging
Resulting word will be segmented and be input to the work order disaggregated model, synonym merging and word frequency statistics are executed, obtain word
Frequently highest word；
The classification of the work order is determined according to the mapping relations of word and work order classification.
It is described that time and work order negative emotions degree are generated according to work order, the multiple work order is ranked up includes:
Preset work order generates time weighting wtimeWith the weight w of negative emotions gradeemotion, pressing degree w=wtime×
wemotion, work order is ranked up from big to small according to pressing degree.
Each step involved in above embodiments two is corresponding with embodiment one, and specific embodiment can be found in embodiment one
Related description part.Term " computer readable storage medium " be construed as include one or more instruction set single Jie
Matter or multiple media；Should also be understood as including any medium, any medium can store, encode or carry for by
Processor execute instruction set and make processor execute the present invention in either method.
The above one or more embodiment has the advantages that
1, intelligent classification is carried out to received work order and distributed, artificial nucleus are greatly saved to the time, effectively increase work
Single first-aid repair efficiency.
2, work order disaggregated model is established based on big data, the word of high word frequency and work order type is associated, and builds
The mapping relations of vertical word and type, improve work order classification effectiveness.
3, the type for considering work order, according to the repair personnel that work order type matching is verified, if there is a repair personnel to get
Multiple work orders also carry out priority ranking according to pressing degree to this multiple work order, which has considered work order
The time of generation, and report the mood of personnel for repairment, which is obtained by obtaining content analysis in work order.
It will be understood by those skilled in the art that each module or each step of aforementioned present invention can be filled with general computer
It sets to realize, optionally, they can be realized with the program code that computing device can perform, it is thus possible to which they are stored
Be performed by computing device in the storage device, perhaps they are fabricated to each integrated circuit modules or by they
In multiple modules or step be fabricated to single integrated circuit module to realize.The present invention is not limited to any specific hardware and
The combination of software.
The foregoing is merely preferred embodiment of the present application, are not intended to limit this application, for the skill of this field
For art personnel, various changes and changes are possible in this application.Within the spirit and principles of this application, made any to repair
Change, equivalent replacement, improvement etc., should be included within the scope of protection of this application.
Above-mentioned, although the foregoing specific embodiments of the present invention is described with reference to the accompanying drawings, not protects model to the present invention
The limitation enclosed, those skilled in the art should understand that, based on the technical solutions of the present invention, those skilled in the art are not
Need to make the creative labor the various modifications or changes that can be made still within protection scope of the present invention.
Claims (10)
1. a kind of server, connect with user terminal communication characterized by comprising
Personal management module, record personnel are good at processing item；
Work order categorization module classifies to received work order；
Work order worksheet processing module carries out work order distribution according to the item that work order type and personnel are good at processing, also, as a personnel
When untreated there are multiple work orders, time and work order negative emotions degree are generated according to work order, the multiple work order is arranged
Sequence pushes to user terminal.
2. a kind of server as described in claim 1, which is characterized in that the work order categorization module is configured as:
Based on classified history trouble ticket set, training work order disaggregated model；
Unfiled work order is received, its classification is determined according to work order disaggregated model.
3. a kind of server as claimed in claim 2, which is characterized in that the work order disaggregated model training method are as follows:
History trouble ticket set is obtained, includes the classification of each history trouble ticket in the history trouble ticket set；
For the history trouble ticket in each classification, content of text in work order is extracted；
The text is segmented, and carries out synonym merging；
Word is sorted from large to small according to word frequency, the word of the maximum setting number of word frequency is denoted as to the word of mark work order classification
Language establishes the mapping table of word and work order classification.
4. a kind of server as claimed in claim 3, which is characterized in that determine that work order type includes:
Non-classified work order is received, content of text in work order is extracted；
The text is segmented, and carries out synonym merging
Resulting word will be segmented and be input to the work order disaggregated model, synonym merging and word frequency statistics are executed, obtain word frequency most
High word；
The classification of the work order is determined according to the mapping relations of word and work order classification.
5. a kind of server as described in claim 1, which is characterized in that described to generate time and the negative feelings of work order according to work order
Thread degree, is ranked up the multiple work order and includes:
Preset work order generates time weighting wtimeWith the weight w of negative emotions gradeemotion, pressing degree w=wtime×wemotion,
Work order is ranked up from big to small according to pressing degree.
6. a kind of server as described in claim 1, which is characterized in that the server further include:
Authority management module, for managing the access authority information and login password of employee.
7. a kind of server as described in claim 1, which is characterized in that the server further include:
Message registration management module, management incoming call record management module abandon telephony recording, dont answer telephony recording and outer group of electricity
Words record.
8. a kind of server as described in claim 1, which is characterized in that the server further include:
Workform management module, for storing all work order informations and work order state；
Work order monitoring module, for monitoring the time of received orders of work order and handling time and user terminal real-time geographical locations.
9. a kind of power customer business worksheet system, which is characterized in that including such as described in any item clothes of claim 1-8
Business device and one or more user terminals.
10. a kind of power customer business worksheet method characterized by comprising
Classify to received work order；
Work order distribution is carried out according to the item that work order type and personnel are good at processing, wherein the item that personnel are good at processing is pre-
It first configures, also, when a personnel are untreated there are multiple work orders, time and work order negative emotions journey is generated according to work order
Degree, is ranked up the multiple work order.
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| CN111027823A (en) * | 2019-11-25 | 2020-04-17 | 中国银行股份有限公司 | Browser-based work order automatic forwarding method and device |
| CN111126779A (en) * | 2019-11-28 | 2020-05-08 | 江苏苏宁物流有限公司 | Customer service work order distribution method and device |
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