CN110489198A - A kind of method and system of worksheet - Google Patents
A kind of method and system of worksheet Download PDFInfo
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- CN110489198A CN110489198A CN201910779449.5A CN201910779449A CN110489198A CN 110489198 A CN110489198 A CN 110489198A CN 201910779449 A CN201910779449 A CN 201910779449A CN 110489198 A CN110489198 A CN 110489198A
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Abstract
This specification embodiment discloses a kind of method and system of worksheet.The work order creation method includes receiving work order request to create；Trouble ticket template is obtained based on the work order request to create, the trouble ticket template includes one or more work order fields；Obtain message associated with the work order request to create in dialog box；One or more entity informations are extracted from the message, one or more of entity informations are corresponding with one or more work order fields；The entity information is filled up under its corresponding work order field, to obtain work order.
Description
Technical field
This specification is related to Communications service field, in particular to a kind of method and system of worksheet.
Background technique
In traditional WorkForm System, service requester or attendant need to create and mention in the special work order page
It hands over list, needs to fill in work order call parameter manually before submission.However, service requester or attendant possibly can not recognize
To the essential problem met difficulty, therefore it is required in the problem of processing to clearly describe when creating work order staff
Key message.Accordingly, it is desirable to provide a kind of method and system of worksheet, so as to efficient, accurate creation, processing work
It is single.
Summary of the invention
The one aspect of this specification provides a kind of work order creation method, comprising: receives work order request to create；Based on described
Work order request to create obtains trouble ticket template, and the trouble ticket template includes one or more work order fields；Obtain dialog box in
The associated message of work order request to create；One or more entity informations are extracted from the message, it is one or more
A entity information is corresponding with one or more work order fields；The entity information is filled up under its corresponding work order field, from
And obtain work order.
On the other hand this specification provides a kind of work order creation system, comprising: and request receiving module, template obtain module,
Message capturing module, entity information extraction module, entity information fill in module；The request receiving module, for receiving work order
Request to create；The template obtains module, for obtaining trouble ticket template, the trouble ticket template packet based on the work order request to create
Include one or more work order fields；The message capturing module, it is associated with the work order request to create in window for obtaining
Message；The entity information extraction module, for extracting one or more entity informations from the message, it is one or
Multiple entity informations are corresponding with one or more work order fields；The entity information fills in module, is used for the entity information
It is filled up under its corresponding work order field, to obtain work order.
On the other hand this specification provides work sheet processing device, including processor, the processor is for executing aforementioned
Work order creation method described in one.
On the other hand this specification provides computer readable storage medium, the storage medium stores computer instruction, when
After computer reads the computer instruction in storage medium, computer executes aforementioned described in any item work order creation methods.
On the other hand this specification provides a kind of worksheet method, comprising: obtain work order；The work order is based on dialog
Message establishing in mouthful；Obtain one or more message in the dialog box；First area in display area is shown
The work order and the second area in the display area show one or more message.
On the other hand this specification provides a kind of worksheet system, comprising: work order obtains module, for obtaining work order；
The work order is based on the message establishing in dialog box；Message capturing module, for obtain one in the dialog box or
Multiple messages；Display module shows the work order for the first area in display area and in the display area
Second area show one or more message.
On the other hand this specification provides work sheet processing device, including processor, the processor is above-mentioned for executing
Worksheet method.
On the other hand this specification provides computer readable storage medium, the storage medium stores computer instruction, when
After computer reads the computer instruction in storage medium, computer executes worksheet method above-mentioned.
Detailed description of the invention
This specification will further illustrate in a manner of exemplary embodiment, these exemplary embodiments will by attached drawing into
Row detailed description.These embodiments are simultaneously unrestricted, and in these embodiments, being identically numbered indicates identical structure,
In:
Fig. 1 is the application scenarios schematic diagram of the worksheet system 100 according to shown in this specification some embodiments；
Fig. 2 is the exemplary process diagram of the work order creation method according to shown in this specification some embodiments；
Fig. 3 is the schematic diagram at the user terminal operations interface according to shown in this specification some embodiments；
Fig. 4 is the exemplary block diagram of the creation system of the work order according to shown in this specification some embodiments；
Fig. 5 is the exemplary process diagram of the worksheet method according to shown in this specification some embodiments；
Fig. 6 is the schematic diagram that people's terminal operation interface is handled according to shown in some embodiments of this specification；And
Fig. 7 is the exemplary block diagram of the worksheet system according to shown in this specification some embodiments.
Specific embodiment
In order to illustrate more clearly of the technical solution of this specification embodiment, will make below to required in embodiment description
Attached drawing is briefly described.It should be evident that the accompanying drawings in the following description is only some examples or reality of this specification
Example is applied, it for those of ordinary skill in the art, without creative efforts, can also be attached according to these
This specification is applied to other similar scenes by figure.Unless being explained obviously or separately, identical mark in figure from language environment
Number represent identical structure or operation.
It should be appreciated that " system " used herein, " device ", " unit " and/or " mould group " is for distinguishing different stage
Different components, component, assembly unit, part or a kind of method of assembly.However, if other words can realize identical purpose,
Then the word can be replaced by other expression.
As shown in the specification and claims, unless context clearly prompts exceptional situation, " one ", "one",
The words such as "an" and/or "the" not refer in particular to odd number, may also comprise plural number.It is, in general, that term " includes " is only mentioned with "comprising"
Show included the steps that clearly mark and element, and these steps and element do not constitute one it is exclusive enumerate, method or
Equipment may also include other step or element.
Flow chart has been used to be used to illustrate the operation according to performed by the system of the embodiment of this specification in this specification.
It is not necessarily accurately carried out in sequence it should be understood that above or below operates.On the contrary, can according to inverted order or simultaneously
Handle each step.It is also possible to during other operations are added to these, or from these processes remove a certain step or number
Step operation.
All the embodiments in this specification are described in a progressive manner, same and similar portion between each embodiment
Dividing may refer to each other, and each embodiment focuses on the differences from other embodiments.Especially for system reality
For applying example, since it is substantially similar to the method embodiment, so being described relatively simple, related place is referring to embodiment of the method
Part explanation.
The embodiment of this specification can be applied to various types of service lists based on various real time communication tools
Processing scene, such as worksheet, include but is not limited to pick work order, ticket booking work order, predetermined lodging work order, order turner list,
Repair work order etc..Some embodiments of this specification can be based on group chat message establishing work order, and it is automatic that information is extracted from message
Work order is filled in, and worksheet people can also see message in real time, and can disappear by worksheet system to group chat transmission
Breath.It should be understood that the application scenarios of the system and method for this specification are only some examples or implementation of this specification
Example, for those of ordinary skill in the art, without creative efforts, can also be according to these attached drawings
This specification is applied to other similar scene.Although this specification is mainly by worksheet, particularly by taking the work order that picks as an example
It is described, but should be noted that the principle of this specification can also be applied to the processing of other service lists, such as express delivery
List, list of making a reservation order vehicle list, for list etc. is driven, and can also be based on real time communication tool according to the principle of this specification, right
These service lists are handled.
" service requester " of this specification description, " client ", " customer ", " using requestor ", " requestor ", " consumption
Person ", " consumer ", " user ", " user terminal " etc. can be interchanged, and refer to needs or order a side of service, can be with
It is individual, is also possible to tool.Likewise, " customer service " " user " " Customer Service people " of this specification description, " user's end
End " etc. is also that can be interchanged, and refers to the service of offer or assists to provide individual, tool or other entities etc. of service.Equally
, " treatment people " " processing terminal " " ISP ", " server ", " service side " etc. of this specification description are also can be with
It exchanges, the service of offer is provided or assists to provide individual, tool or other entities etc. of service.In addition, this specification is retouched
" user " stated can be the side for needing to service, and is also possible to a side of work order creation, is also possible to worksheet or association
Help a side of worksheet.
Fig. 1 is the application scenarios schematic diagram of the worksheet system 100 according to shown in this specification some embodiments.Work order
Processing system 100 can create work order, Auto-writing work order according to client messages, and worksheet people can see visitor in real time
Family message, and message is issued to client.The worksheet system 100 can be the online service platform for Internet service.
For example, the worksheet system 100 can be applied to the processing of various types of service lists based on real-time communication tool
Scene.
Worksheet system 100 may include one or more servers 110, network 120, terminal 130, storage equipment
140。
Server 110 can handle from least one component of this system or external data source (for example, cloud data center)
Data and/or information.In some embodiments, in the available dialog box of server service requester terminal send disappear
Breath, and it is based on message establishing work order, it is dispatched to corresponding treatment people terminal.In some embodiments, server can also connect
The work order that customer service terminal uploads is received, and is dispatched to corresponding treatment people terminal.In some embodiments, server can will be chatted
Message synchronization in skylight opening is shown on the work order display interface in treatment people terminal, so that treatment people will appreciate that more
Information about work order.In some embodiments, server also available worksheet progress or issues treatment people
Message synchronization be shown in chat window, so as to service requester it will be seen that the disposition of work order.
In some embodiments, server 110 can be an individual server, can be multiple servers composition
Computing platform, multiple servers group can be it is centralization or distributed, can be it is dedicated can also by other equipment or
System provides service simultaneously.In some embodiments, server 110 can be implemented in cloud platform.Only as an example, cloud platform
It may include private clound, public cloud, mixed cloud, community cloud, distribution clouds, internal cloud, multi layer cloud etc. or any combination thereof.
Network 120 connects each component part of system, so that can be communicated between each section.Each section in systems
Between network can be any one or more in cable network or wireless network.For example, network 120 may include cable
Network, cable network, fiber optic network, telecommunication network, internal network, internet, local area network (LAN), Wide Area Network (WAN),
Wireless LAN (WLAN), Metropolitan Area Network (MAN) (MAN), Public Switched Telephone Network (PSTN), blueteeth network, ZigBee network
(ZigBee), near-field communication (NFC), equipment internal bus, route, cable connection etc. or any combination thereof in equipment.Every two portion
/ network connection can be using a kind of above-mentioned mode, be also possible to take various ways.
Terminal 130 is one or more terminal device or software used by a user.In some embodiments, using terminal
130 user that can be one or more users, may include directly using service, also may include other associated users.
For example, the user can refer to service requester, customer service, worksheet personnel etc..In some embodiments, terminal 130 can
To include all kinds of equipment with information reception and/or sending function.For example, it may be smart phone 131, can be mobile electricity
Sub- equipment 132, can be computer 133.Above-mentioned example is merely to illustrate the popularity of the equipment range rather than to its range
Limitation.
Storage equipment 140 can store data and/or instruction.In some embodiments, storage equipment 140 can store not
The trouble ticket template of same type.In some embodiments, storage equipment 140 can store customer profile data library, in the database
Based on the corresponding personal information for storing the client of chat account of the client in dialog box, the personal information can include but
Company or department, professional level, the scope of business being mainly responsible for etc. belonging to being not limited to.Storing equipment may include one or more storages
Component, each storage assembly can be an independent equipment, be also possible to a part of other equipment.In some embodiments
In, storage equipment 140 may include mass storage, removable memory, volatile read-write memory, read-only memory
(ROM) etc. or any combination thereof.In some embodiments, storage equipment 140 can be realized in cloud platform.
It should be noted that the above-mentioned description in relation to order processing system 100 is used for the purpose of example and explanation, and it is unlimited
Determine the scope of application of this specification.It to those skilled in the art, can be to order processing under the guidance of this specification
System 100 carries out various modifications and variations.However, these modifications and variations are still within the scope of this specification.
Fig. 2 is the exemplary process diagram of the work order creation method according to shown in this specification some embodiments.In some realities
It applies in example, the work order creation method 200 can be implemented by server 110 or customer service terminal.As shown in Fig. 2, the work order creates
Method may include:
Step 201, work order request to create is received.In some embodiments, step 201 can be by request receiving module 410
It realizes.
In some embodiments, work order refers to work document, for recording, handling, tracking the performance of a job.
Work order can be service requester and propose service request, and contact staff according to the request of service requester creates work order and by work
Single-turn gives worksheet personnel, and treatment people handles work order, provides service for service requester.Service requester institute
The request of proposition include but is not limited to pick request, request of booking tickets, order vehicle request, accommodation reservation request or maintenance call etc..
In some embodiments, request receiving module, which can be, receives work order to the triggering of specific region by receiving user
Request to create.In some embodiments, specific region may include dialog box region, message region, input frame region or wound
Build control.In some embodiments, request receiving module receives the triggering that control is created in dialog box by receiving user
Work order request to create.In some embodiments, trigger action includes but is not limited to the sliding for carrying out particular track, is clicked, and is double-clicked
Or long-pressing etc..
In some embodiments, work order request to create can be initiated based on the message in dialog box.For example, dialog box
It can be the dialog box between customer service and a service requester, be also possible to the group chat window comprising multiple interlocutors.In
It may include an at least service requester and an at least robot in some embodiments, in group chat window.In some realities
It applies in example, further includes an at least contact staff in group chat window.In dialog box, creation control is corresponding with message.One
In a little embodiments, creation control can be with message to be corresponded or one-to-many corresponding.It, can be with for example, in dialog box
Corresponding creation control is set near message.Specifically, creation control can be set in the lower section of message, such as Fig. 3
It is shown.In another example a creation control corresponding with multiple messages can be arranged with message based sender and time interval
Part.Merely exemplary, message 1, message 2 are successively issued by same account, and interval time is no more than 30 seconds, then can be only
A creation control is shown in the lower section of message 2.It is appreciated that creation control can have with one or more message relating
The laying form of body, position can be rich and varied, and this specification does not do any restrictions to it.
It is described in detail so that creation picks work order as an example below.Service requester sends message in dialog box first
" MUI1234 13:15 today will drop to Hangzhou Xiaoshan airport, please arrange to pick ", contact staff click message in dialog box
Neighbouring " creation work order " control triggers work order request to create, and request receiving module receives work order request to create.
Step 203, trouble ticket template is obtained based on the work order request to create.In some embodiments, step 203 can be by
Template obtains module 420 and realizes.
Trouble ticket template is selected from multiple preset trouble ticket template in some embodiments, and multiple preset trouble ticket template have not
Use type.Trouble ticket template type include but is not limited to pick trouble ticket template, trouble ticket template of booking tickets, order vehicle trouble ticket template, stay it is pre-
Order trouble ticket template or maintenance trouble ticket template etc..In some embodiments, trouble ticket template type obtains module 420 by template and is selected
It selects.For example, template acquisition module 420 can extract one or more key messages (such as " airport " or " picking ") in message,
Identify its corresponding work order type, and then the trouble ticket template that Selective type is matched.In some embodiments, trouble ticket template class
Type can be manually selected by user.For example, then recalling a trouble ticket template selection interface after work order request to create is triggered, use
Family manually selects the trouble ticket template of corresponding types in interface.
In some embodiments, trouble ticket template includes one or more work order fields.In some embodiments, trouble ticket template
Including public field and custom field, wherein different types of trouble ticket template public field having the same and have extremely
A few different custom field.
In some embodiments, whether the attribute of work order field may include name attribute, type attribute, and necessary
Attribute etc..Wherein name attribute refers to title of the field, such as " landing time ", " airport title " or " city name " etc..
Type attribute refers to that the field belongs to what type, such as time type, venue type or numeric type etc..Necessity attribute is
Refer to whether the field is the field for having to fill in.
In some embodiments, public field can be the field all having in various types of work orders, including but not
It is limited to creation time field, the identification field and message original text field of dialog box etc..Wherein, dialog box mark can wrap
Include dialog box title, dialog box account or dialog box member etc..In some embodiments, public field is to preset
's.
In some embodiments, custom field can be various types of work orders because of the word that business needs and has
Section, what not all type work order must all have.For example, landing station field has in the trouble ticket template that picks, staying
It subscribes in work order and does not have.In some embodiments, custom field is by user or the customized setting of developer.For example, with
Family or developer define when creating various work order template types.In some embodiments, custom field can also be by user
Customized setting is carried out during creating work order.For example, user when creation picks work order, has found not pick in template
Vehicle field, and this requirement is referred in the message of service requester, then this can be voluntarily added in trouble ticket template
Field.In some embodiments, the attribute of field can be defined when user is defined setting field simultaneously.
It is still illustrated by taking the above-mentioned work order that picks as an example below, after receiving work order request to create, template obtains module and obtains
Trouble ticket template is taken, is manually selected by user or work order obtains module and automatically selects use and picks trouble ticket template.Pick trouble ticket template
In comprising public field, such as creation time, group chat account and message original text etc..The trouble ticket template that picks further includes customized
Field, such as flight number field, landing station field and landing time field etc..
Step 205, message associated with the work order request to create in dialog box is obtained.In some embodiments,
Step 205 can be realized by message capturing module 430.
In some embodiments, message associated with work order request to create includes corresponding to the creation control that is triggered
Message.In some embodiments, creation control can be corresponding with one or more message, and after it is triggered, message obtains mould
Available corresponding one or more message of block 430.Such as message capturing module in the aforementioned work order example that picks
" MUI1234 13:15 today will drop to Hangzhou Xiaoshan airport to the message that 430 available service requesters issue, and please arrange to connect
Machine ".
In some embodiments, chat account determining module can be determined based on message associated with work order request to create
Chat account is associated with by the chat account of service requester, relating module with the work order being created.In some embodiments, it is based on
Message associated with work order request to create determines that the chat account of service requester can be realized by chat account determining module,
It is associated with by the relating module account that will chat with the work order being created.
In some embodiments, the chat account for issuing message can be identified, it can be from customer data by chat account
Search out the identity information of service requester in database, for example, belonging to company, part or be mainly responsible for the scope of business etc..Example
Such as, according to " MUI1234 13:15 today will drop to Hangzhou Xiaoshan airport, please arrange to pick ", this message determines service request
The account of person, and it is associated with work order, in order to handle the related letter that the staff of work order understands the service requester
Breath.
Step 207, one or more entity informations are extracted from message.In some embodiments, step 207 can be by reality
Body information extraction modules 440 are realized.
Entity information can be understood as the information in message or sentence with substantive meaning, distinguish over tense auxiliary word, the tone
Auxiliary word, conjunctive word etc., specifically can be noun, verb or significant number or number, form can be number, letter,
Single word, word, phrase or short sentence etc..In some embodiments, one or more entity informations and one or more work order words
Section is corresponding, so that the entity extracted can be filled up in corresponding field.In some embodiments, entity information extracts
Module 440 can use name entity recognition method (Named Entities Recognition, NER) and carry out entity information
It extracts.Illustrative name entity recognition method may include method of the niche in matching rule, the method based on feature templates,
The method of method or any of the above mixing based on learning model.
In some embodiments, entity information extraction module 440 it is available associated with the trouble ticket template one or
Multiple fields match rules.In some embodiments, entity information extraction module 440 can be mentioned from message based on matching rule
Take entity information.In each trouble ticket template according to it includes field situation need to be associated with one or more matching rules, so as to
The entity information for needing to extract can be determined according to trouble ticket template type in entity information extraction module 440.In some embodiments
In, each matching rule is corresponding with one or more fields.
In some embodiments, fields match rule includes matching rule based on regular expression and/or based on entity
The matching rule of vocabulary.
Regular expression, which refers to using single string, to be described, matches a series of characters for matching some syntactic rule
String.It is worth noting that regular expression can be expressed with the mode of Formal Languages theory.For example, regular expression can
To be made of constant and operator, they respectively indicate the set of character string and in these operations for closing of collection.In some embodiments
In, it can use regular expression and some fields with fixed format matched, such as flight number field, identification card number
Code field, time field etc..By taking the above-mentioned work order that picks as an example, the word that regular expression is identified can use in the work order that picks
Section has flight number field, time field etc..Such as flight number field, since flight number has fixed format, i.e., generally by solid
The letter and number of fixed number amount forms, and can carry out entity information extraction by setting regular expression.In another example time word
Section can carry out entity information extraction by setting regular expression also due to time statement has fixed format.
Entity vocabulary is the entity dictionary pre-established as needed by user, and manually filling a field can select
The entity word selected.Entity information extraction module 440 can offset breath content based on entity vocabulary and compare matching, extract and real
The entity information to match in pronouns, general term for nouns, numerals and measure words table.In some embodiments, it can use the matching rule based on entity vocabulary and carry out name
Claim the extraction, such as airport title, city name and street name etc. of class entity.By taking the title of airport as an example, in some implementations
In example, airport name entities dictionary can be created, by known airport title, such as " Capital Airport ", " Xiaoshan Airport ", " Hongqiao
Airport " etc. is all written in the entity dictionary.Message can be segmented, then by it is each participle one by one with each entity dictionary
It is matched, it, then can be using the participle as an entity of the message when a certain participle hits the vocabulary of a certain entity dictionary
Information.Such as in the work order that picks, entity information extraction module 440 can use the rule based on entity vocabulary to message
" MUI1234 13:15 today will drop to Hangzhou Xiaoshan airport, please arrange to pick " carries out entity extraction, extracts city name
For " Hangzhou ", airport is entitled " Xiaoshan Airport ".
In some embodiments, the message can be handled based on trained machine learning model, with output one or
Multiple entity informations and its type attribute.In some embodiments, entity information extraction module 440 can be based on machine learning mould
Type extracts entity information and its type attribute.
Illustrative machine learning model can be selected from condition random field (CRF) model, BiLSTM-CRF model, hidden Ma Er
It can husband (HMM) model, maximum entropy model, supporting vector machine model, decision-tree model etc. or combinations thereof.In some embodiments,
Machine learning model can be BiLSTM-CRF model.Just to the purpose of explanation, can use at least in short and wherein
The relevant training dataset training pattern of entity information and entity type attribute for including.It, can be with during model training process
At least one parameter (for example, weight, deviation, regularization project, small lot size etc.) of more new model.When meeting preset condition
When, training process (such as iterative process) can terminate.For example, when reaching the loss function of model (for example, average absolute percentage
Error (MAPE) loss) convergence when (such as loss be less than or equal to 0), training process can terminate.
In some embodiments, entity information extraction module 440 machine learning model is exported based on type attribute one
A or multiple entity informations and one or more work order fields are corresponding.By taking above-mentioned ticket booking work order as an example, sent out for service requester
Message " MUI1234 13:15 today will drop to Hangzhou Xiaoshan airport, please arrange to pick " out, machine learning model disappears to this
Breath is handled, the entity of output and corresponding type attribute are as follows: " 13:15 "-" time type ", " Xiaoshan Airport "-" place
Type ", module 640 is corresponding with " landing time " field by " 13:15 " according to the type attribute of each entity, by " Xiaoshan Airport " with
" airport title " field is corresponding.
Step 209, the entity information is filled up under its corresponding work order field, to obtain work order.In some realities
It applies in example, step 209 can be filled in module 450 by entity information and be realized.
It is that the entity information extracted is corresponding with work order field in above step, referring specifically to step
107.Entity information is filled in module 450 and can be filled up to the entity information extracted in its corresponding field.
In some embodiments, after automatically generating work order, the work order field for failing Auto-writing is filled in manually, thus complete
It is apt to the work order.
During the Auto-writing of work order, it is possible that part entity can not identify, or it can not be carried out with field pair
The work order field for failing Auto-writing can be filled in manually in the case where answering, user.For example, when service requester proposes unconventional want
When asking, entity information and it is corresponding with field can not be extracted using the above method, then needs user to carry out artificial supplementation
Corresponding content.It include the entity information of multiple same types, entity information extraction module or in user message
440 can not be corresponding in field by it, it is necessary to which user fills in work order field manually, to improve work order.
In some embodiments, work order can also be sent to the associated terminal for the treatment of people.In some embodiments,
Work order is sent to the associated terminal for the treatment of people to be implemented by work order sending module.
In some embodiments, treatment people is selected according to work order type by treatment people or work order sending module, by
Work order is sent to specified treatment people by work order sending module.
Fig. 3 is the schematic diagram at the user terminal operations interface according to shown in this specification some embodiments.
In some embodiments, user terminal operations interface includes following region: dialog box 310, and work order creates region
320.In some embodiments, dialog box 310 includes that message box 311 and work order create control 312.In some embodiments
In, work order creation control 312 is in hidden state, its corresponding work order creation control 312 just can after a certain message is selected
It shows.The form of display can be drop-down menu or automatic floating reveals.User can be in 310 region of dialog box to work
Single creation control is triggered, so as to carry out work order creation in work order creation region 320.In some embodiments, work
Single creation region 320 is popped up after work order creation control 312 is triggered.In some embodiments, work order creates region 320
It can show one or more trouble ticket template for user's selection, after user selects a trouble ticket template, work order creates region 320
It can show the trouble ticket template, including one or more work order fields.Wherein, one or more work order fields are by Auto-writing
The content for having got well corresponding entity information or part work order field waits for that staff fills in manually.
Fig. 4 is the exemplary block diagram of the creation system of the work order according to shown in this specification some embodiments.As described in Figure 4,
System 400 may include request receiving module 410, and template obtains module 420, message capturing module 430, and entity information extracts mould
Block 440 and entity information fill in module 450.
In some embodiments, request receiving module 410 is for receiving work order request to create.
In some embodiments, template obtains module 420 and is used to obtain trouble ticket template based on work order request to create.Some
In embodiment, template, which obtains module 420, can be also used for selection trouble ticket template.
In some embodiments, message capturing module 430 is used to obtain in dialog box and the work order request to create phase
Associated message.
In some embodiments, entity information extraction module 440 is used to extract one or more entity informations from message.
In some embodiments, entity information extraction module 440 can be also used for obtaining and the trouble ticket template associated one or more
A fields match rule, in some embodiments, entity information extraction module 440 can be also used for being based on matching rule from message
Middle extraction entity information.In some embodiments, entity information extraction module 440 can be also used for based on trained engineering
Model treatment message is practised, to export one or more entity informations and its type attribute.In some embodiments, entity information mentions
Modulus block 440 can be also used for the one or more entity informations for being exported machine learning model based on type attribute and one or
Multiple work order fields are corresponding.
In some embodiments, entity information fills in module 450 for the entity information to be filled up to corresponding work order
Under field.
In some embodiments, system 400 can also include chat account determining module and relating module.In some implementations
In example, chat account determining module is used to determine chatting for service requester based on message associated with the work order request to create
Its account.In some embodiments, relating module is used for the work order and the chat account relating.
In some embodiments, system 400 can also include work order sending module, for work order to be sent to treatment people
Associated terminal.
For 400 embodiment of system, since it is substantially similar to the embodiment of the method for Fig. 2, so the comparison of description
Simply, referring to the part explanation of embodiment of the method in place of correlation.
It should be appreciated that system shown in Fig. 4 and its module can use various modes to realize.For example, in some implementations
In example, system and its module can be realized by the combination of hardware, software or software and hardware.Wherein, hardware components can
To be realized using special logic；Software section then can store in memory, by instruction execution system appropriate, for example (,) it is micro-
Processor or special designs hardware execute.It will be appreciated by those skilled in the art that meter can be used in above-mentioned method and system
It calculation machine executable instruction and/or is included in the processor control code to realize, such as in such as disk, CD or DVD-ROM
The programmable memory of mounting medium, such as read-only memory (firmware) or the data of such as optics or electrical signal carrier
Such code is provided on carrier.The system and its module of this specification can not only have such as super large-scale integration or
The semiconductor of gate array, logic chip, transistor etc. or such as field programmable gate array, programmable logic device
Deng the hardware circuit of programmable hardware device realize, can also be real with such as software as performed by various types of processors
It is existing, it can also be by combination (for example, firmware) Lai Shixian of above-mentioned hardware circuit and software.
It should be noted that the above description that system 400 and its module are created for work order, only for convenience of description, not
This specification can be limited within the scope of illustrated embodiment.It is appreciated that for those skilled in the art, understanding
After the principle of the system, any combination may be carried out to modules, or constitute son without departing substantially from this principle
System is connect with other modules.For example, in some embodiments, the request receiving module 410 disclosed in Fig. 4, template obtains mould
Block 420, message capturing module 430, entity information extraction module 440 and entity information, which fill in module 450 and can be one, is
Disparate modules in system are also possible to the function that a module realizes two or more above-mentioned modules.In another example work order
Processing system 400 can also include communication module, be used to communicate with other component, such as work order to be sent to administrative staff
Terminal.Modules can share a memory module in worksheet system 400, and modules can also be respectively provided with respectively
Memory module.Suchlike deformation, within the protection scope of this specification.
Some embodiments of this specification additionally provide a kind of work sheet processing device, including processor, and the processor is used
In the aforementioned described in any item work order creation methods of execution.
Some embodiments of this specification additionally provide a kind of computer readable storage medium, the storage medium storage meter
The instruction of calculation machine, after computer reads the computer instruction in storage medium, computer executes aforementioned described in any item work orders
Creation method.
Fig. 5 is the exemplary process diagram of the worksheet method according to shown in this specification some embodiments.In some realities
It applies in example, the worksheet method 500 can be implemented by treatment people terminal.In some embodiments, the worksheet
Method 500 can be implemented by worksheet system 700.As shown in figure 5, the worksheet method may include:
Step 502, work order is obtained.In some embodiments, step 520 can obtain module 710 by work order and realize.
In some embodiments, the work order that the available work order sending module of module 710 is sent.In some embodiments
In, the work order is based on the message establishing in dialog box.In some embodiments, dialog box is aforementioned creation work order process
In dialog box.In some embodiments, dialog box is group chat window.Specific creation process is shown in the related description of Fig. 2, no
It is described in detail again.
Step 504, one or more message in the dialog box is obtained.In some embodiments, step 504 can be with
It is realized by message capturing module 720.
In some embodiments, message capturing module 720 can obtain the message from server 110.The message
It can be message associated with received work order or the message of onrelevant.Specifically, the available dialog box of server 110
In one or more message, be synchronized in treatment people terminal；Or server 110 can further screen its acquisition
One or more message, only send message relevant to the work order in treatment people terminal.
Step 506, the first area in display area show the work order and in the display area second
One or more message described in region.In some embodiments, step 506 can be realized by display module 730.
Fig. 6 is the schematic diagram at the treatment people terminal operation interface according to shown in this specification some embodiments.
As shown in fig. 6, wherein first area 610 can show the details of received work order.In some embodiments,
The details of work order are that time relevant with work order, personnel, status information or any of the above combine.In some embodiments
In, the details of work order may include at least partly work order field corresponding to the work order.The description as described in work order field is detailed
See the related description of Fig. 2.In some embodiments, the details of work order can also include work order submit and/or the end time,
Task duration, residual time length, group chat title and/or account, task names and/or number, service requester title and/or account
Number, founder's title and/or account, processing name claim and/or account, make a copy for that name claims and/or account, task status update
State, importance, product classification, classification of task, Question Classification or any of the above combination.
As shown in fig. 6, second area 620 can show one or more message in dialog box 310.Second area
620 may further include message display area 621 and message editing region 622.In some embodiments, dialog box 310
In one or more message can be shown at message display area 621.
In some embodiments, the first message from treatment people can also be obtained, sends dialogue for first message
Window.In some embodiments, the first message from treatment people is obtained, module can be obtained by first message and realized.In
In some embodiments, dialog box is sent by first message, can be realized by the first processing message transmission module.
In some embodiments, treatment people can be carried out by sending first message and service requester and/or user
It links up.In some embodiments, treatment people can edit first message in message editing region 622, click after sending, can
The first message for the treatment of people to be sent in group chat window by the robot account realization in group chat window.For example, place
Reason staff terminal can establish data communication between the robot, and treatment people has edited the in message editing region 622
One message and after clicking transmission, first message is sent at the robot, and robot again sends first message to described
In group in window.In some embodiments, as shown in fig. 6, the first message for the treatment of people can also simultaneous display in treatment people
The message display area 621 in second area 620 in the display area of terminal.In some embodiments, first message includes
Treatment people needs the problem and/or feedback information related to work order further appreciated that.For example, in the above-mentioned work order that picks, place
The first message of reason personnel can be " number for needing to pick ", this message can be sent to group chat window, so as to service requester
Corresponding answer can be made.Answer of the service requester in group in window also can simultaneous display in message display area 621
In, even if learning answer convenient for worksheet personnel.In another example the first message for the treatment of people be also possible to " have been received by work order,
It immediately treats.", this message can be sent to group chat window, so that service requester can receive feedback.
In some embodiments, second message relevant to worksheet progress can also be obtained；By the second message
It is sent in the dialog box.In some embodiments, relevant to worksheet progress second message is obtained, it can be by the
Two message capturing modules are realized.In some embodiments, dialog box is sent by second message, it can be by second processing message
Sending module is realized.
To which service requester and/or user can know worksheet situation in time.Second message may include " work
It is single to have distributed ", the message relevant to worksheet progress such as " work order Percent Complete " or " work order processed at ".Some
In embodiment, second message can also include the result after the completion of worksheet.By taking the above-mentioned work order that picks as an example, second message can
To include that " work order that picks has been distributed, to be processed.", also may include " work order that picks it is processed at.", it can also include work order
The pick information of vehicles and/or the information for the driver that picks etc. determined after the completion of processing.In some embodiments, second message can be with
It is to be manually entered by worksheet personnel according to the disposition of work order, is also possible to by second processing message capturing module
It is automatically determined according to the feedback of worksheet personnel.For example, the every completion one link then typing in systems of worksheet personnel,
Second processing message capturing module can determine that work order completes hundred based on total link data of completed link quantity and work order
Divide ratio.In some embodiments, second message can be sent in group chat window by the robot account in group chat window.
Its detailed process can refer to the associated description of first message transmission process.It in some embodiments, as shown in fig. 6, can be with
By message display area 621 of the second message simultaneous display in the second area 620 in the display area for the treatment of people terminal.
In some embodiments, it can also obtain and the associated service requestor information of the work order.In some embodiments
In, it is obtained and the associated service requestor information of the work order by message capturing module 720.In some embodiments, Ke Yiyou
Third region of the display module 730 in the display area for the treatment of people terminal shows service requestor information.
As shown in fig. 6, can show service requestor information in third region 630.In some embodiments, service is asked
The person's of asking information can be personal information.Personal information includes but is not limited to personnel's title, do business, the department, position etc..
In some embodiments, the information of company where service requester can be.The information of place company include but is not limited to trading company,
Management functions, scale, CompanyAddress, social relationships, telephone number etc..Service requestor information is shown in third region, is had
Help the basic information that worksheet personnel understand service requester, in order to provide corresponding service.
In some embodiments, work order is associated with the chat account of service requester.In some embodiments, message obtains
Modulus block 720 is based on the chat account of service requester from customer profile data library (for example, being stored in storage equipment 140)
Obtain the information of service requester.It in some embodiments, may include personal information corresponding to chat account in database
And the essential information etc. of the affiliated company of the personnel.Message capturing module 720 be based on chat account by calling interface (for example,
Using chat account as the input parameter of calling interface), service requestor information is obtained from database (for example, service is asked
Returned data of the person's of asking information as calling interface).
Fig. 7 is the example of the worksheet system according to shown in some embodiments of this specification based on treatment people terminal
Property block diagram.As described in Figure 7, system 700 may include that work order obtains module 710, message capturing module 720 and display module
730。
In some embodiments, work order obtains module 710 for obtaining work order.In some embodiments, the work order base
Message establishing in dialog box.
In some embodiments, message capturing module 720 is used to obtain one or more message in dialog box.One
In a little embodiments, message capturing module 720 is also used to obtain and the associated service requestor information of the work order.In some implementations
In example, message capturing module 720 is also used to through calling interface based on the chat account of the service requester from database
Obtain the service requestor information.
In some embodiments, display module 730 for first area in display area show the work order and
One or more message described in the second area in the display area.In some embodiments, display module is also used to
Third region in the display area shows the service requestor information.
In some embodiments, system 700 further includes that first message obtains module, for obtaining the from treatment people
One message.In some embodiments, system 700 further includes the first processing message transmission module, for sending first message to
In dialog box.
In some embodiments, system 700 further includes second processing message capturing module, for obtain and worksheet into
Spend relevant second message.In some embodiments, system 700 further includes second processing message transmission module, is used for second
Message is sent to dialog box.
For 700 embodiment of system, since it is substantially similar to the embodiment of the method for Fig. 3, so the comparison of description
Simply, referring to the part explanation of embodiment of the method in place of correlation.
It should be appreciated that system shown in Fig. 7 and its module can use various modes to realize.For example, in some implementations
In example, system and its module can be realized by the combination of hardware, software or software and hardware.Wherein, hardware components can
To be realized using special logic；Software section then can store in memory, by instruction execution system appropriate, for example (,) it is micro-
Processor or special designs hardware execute.It will be appreciated by those skilled in the art that meter can be used in above-mentioned method and system
It calculation machine executable instruction and/or is included in the processor control code to realize, such as in such as disk, CD or DVD-ROM
The programmable memory of mounting medium, such as read-only memory (firmware) or the data of such as optics or electrical signal carrier
Such code is provided on carrier.The system and its module of this specification can not only have such as super large-scale integration or
The semiconductor of gate array, logic chip, transistor etc. or such as field programmable gate array, programmable logic device
Deng the hardware circuit of programmable hardware device realize, can also be real with such as software as performed by various types of processors
It is existing, it can also be by combination (for example, firmware) Lai Shixian of above-mentioned hardware circuit and software.
It should be noted that the above description for worksheet system 700 and its module, only for convenience of description, not
This specification can be limited within the scope of illustrated embodiment.It is appreciated that for those skilled in the art, understanding
After the principle of the system, any combination may be carried out to modules, or constitute son without departing substantially from this principle
System is connect with other modules.For example, in some embodiments, the work order disclosed in Fig. 7 obtains module 710, message obtains mould
Block 720 and display module 730 can be the disparate modules in a system, are also possible to a module and realize above-mentioned two
The function of a or more than two modules.In another example worksheet system 700 can also include communication module, it is used to and other portions
Part communication, such as work order to be sent to administrative staff's terminal.Modules can share one in worksheet system 700
Memory module, modules can also be respectively provided with respective memory module.Suchlike deformation, in the guarantor of this specification
Within the scope of shield.
Some embodiments of this specification additionally provide a kind of work sheet processing device, including processor, and the processor is used
In the mentioned-above worksheet method of execution.
Some embodiments of this specification additionally provide a kind of computer readable storage medium, the storage medium storage meter
The instruction of calculation machine, after computer reads the computer instruction in storage medium, computer executes mentioned-above worksheet side
Method.
The possible beneficial effect of this specification embodiment includes but is not limited to: (1) can be directly according to dialog box
Message establishing work order, without separately opening other systems, it is convenient to operate.(2) information Auto-writing work order can be extracted from message,
The operating procedure during work order creation is simplified, the time of work order creator has been saved.(3) worksheet people can be real-time
The message for seeing dialog box fully understands the demand of service requester, and more particularly suitable clothes can be provided for service requester
Business.And worksheet people can send message to dialog box by WorkForm System, be convenient for worksheet people and service request
Person directly links up, and saves time cost, and the service requester for being also more can easily understand the disposition of work order.It needs
Illustrate, the issuable beneficial effects of different embodiments are different, in different embodiments, it is possible to create beneficial effect
The combination that can be any of the above one or more, be also possible to other it is any can obtainable beneficial effect.
It is above-mentioned that this specification specific embodiment is described.Other embodiments are in the scope of the appended claims
It is interior.In some cases, the movement recorded in detail in the claims or step can be come according to the sequence being different from embodiment
It executes and desired result still may be implemented.In addition, process depicted in the drawing not necessarily require show it is specific suitable
Sequence or consecutive order are just able to achieve desired result.In some embodiments, multitasking and parallel processing be also can
With or may be advantageous.
Basic conception is described above, it is clear that those skilled in the art, above-mentioned detailed disclosure is only
As an example, and not constituting the restriction to this specification.Although do not clearly state herein, those skilled in the art may
This specification can be carry out various modifications, improve and corrected.Such modification, improvement and amendment are proposed in the present specification, institute
The spirit and scope of this specification example embodiment are still fallen with such modification, improvement, amendment.
Meanwhile the embodiment of this specification being described this specification has used particular words.Such as " one embodiment ", " one
Embodiment ", and/or " some embodiments " mean a certain feature relevant at least one embodiment of this specification, structure or spy
Point.Therefore, it should be emphasized that simultaneously it is noted that " embodiment " or " one that is referred to twice or repeatedly in this specification in different location
A embodiment " or " alternate embodiment " are not necessarily meant to refer to the same embodiment.In addition, the one or more of this specification
Certain features, structure or feature in embodiment can carry out combination appropriate.
In addition, it will be understood by those skilled in the art that the various aspects of this specification can have patentability by several
Type or situation be illustrated and described, the combination including any new and useful process, machine, product or substance, or
Any new and useful improvement to them.Correspondingly, the various aspects of this specification can be executed completely by hardware, can be with
It is executed, can also be executed by combination of hardware by software (including firmware, resident software, microcode etc.) completely.Hardware above
Or software is referred to alternatively as " data block ", " module ", " engine ", " unit ", " component " or " system ".In addition, this specification
Various aspects may show as the computer product being located in one or more computer-readable mediums, which includes that computer can
Reader coding.
Computer storage medium may include the propagation data signal containing computer program code in one, such as in base
Take or as carrier wave a part.The transmitting signal may there are many forms of expression, including electromagnetic form, light form etc., or
Suitable combining form.Computer storage medium can be any computer-readable Jie in addition to computer readable storage medium
Matter, the medium can realize communication, propagation or transmission for using by being connected to an instruction execution system, device or equipment
Program.Program coding in computer storage medium can be propagated by any suitable medium, including wireless
The combination of electricity, cable, fiber optic cables, RF or similar mediums or any of above medium.
Computer program code needed for the operation of this specification each section can be compiled with any one or more program language
Write, including Object-Oriented Programming Language such as Java, Scala, Smalltalk, Eiffel, JADE, Emerald, C++, C#,
VB.NET, Python etc., conventional procedural programming language for example C language, VisualBasic, Fortran2003, Perl,
COBOL2002, PHP, ABAP, dynamic programming language such as Python, Ruby and Groovy or other programming languages etc..The program
Coding can run on the user computer completely or run as independent software package or partially exist on the user computer
Operation part runs in remote computer or runs on remote computer or processing equipment completely on subscriber computer.Rear
In the case of kind, remote computer can be connect by any latticed form with subscriber computer, such as local area network (LAN) or wide area
Net (WAN), or it is connected to outer computer (such as passing through internet), or in cloud computing environment, or as service using such as
Software services (SaaS).
In addition, except being clearly stated in non-claimed, the sequence of processing element and sequence described in this specification, digital alphabet
Use or other titles use, be not intended to limit the sequence of this specification process and method.Although leading in above-mentioned disclosure
Cross various examples discuss it is some it is now recognized that useful inventive embodiments, but it is to be understood that, such details only plays
Bright purpose, appended claims are not limited in the embodiment disclosed, on the contrary, claim is intended to cover all meet originally
The amendment and equivalent combinations of specification embodiment spirit and scope.For example, although system component described above can pass through
Hardware device is realized, but can also be only achieved by the solution of software, such as in existing processing equipment or movement
Described system is installed in equipment.
Similarly, it is noted that in order to simplify the statement of this specification disclosure, to help to one or more explanations
The understanding of book embodiment, above in the description of this specification embodiment, sometimes by various features merger to one embodiment,
In attached drawing or descriptions thereof.But this disclosure method is not meant to aspect ratio right required for this specification object
The feature referred in it is required that is more.In fact, the feature of embodiment will be less than whole features of the single embodiment of above-mentioned disclosure.
The number of description ingredient, number of attributes is used in some embodiments, it should be appreciated that such to be used for embodiment
The number of description has used qualifier " about ", " approximation " or " generally " to modify in some instances.Unless in addition saying
It is bright, " about ", " approximation " or " generally " show the variation that the number allows to have ± 20%.Correspondingly, in some embodiments
In, numerical parameter used in description and claims is approximation, approximation feature according to needed for separate embodiment
It can change.In some embodiments, numerical parameter is considered as defined significant digit and using the reservation of general digit
Method.Although the Numerical Range and parameter in some embodiments of this specification for confirming its range range are approximation, specific
In embodiment, being set in for such numerical value is reported as precisely as possible in feasible region.
For this specification reference each patent, patent application, patent application publication object and other materials, as article,
Entire contents are incorporated to this specification as reference hereby by books, specification, publication, document etc..With the content of the present specification
It is inconsistent or generate conflict specification history file except, to the conditional file of the claim of this application widest scope (when
It is preceding or be additional in the application later) also except.It should be noted that if description in this specification attaching material, fixed
The use of justice, and/or term has place that is inconsistent or conflicting with interior described in this specification, with the description of this specification, determines
Subject to the use of justice and/or term.
Finally, it will be understood that embodiment described in this specification is only to illustrate the principle of this specification embodiment.
Others deformation may also belong to the range of this specification.Therefore, as an example, not a limit, the substitution of this specification embodiment
Configuration can be considered that the introduction with this specification is consistent.Correspondingly, the embodiment of this specification is not limited only to this specification and is clearly situated between
The embodiment for continuing and describing.
Claims (20)
1. a kind of work order creation method, comprising:
Receive work order request to create；
Trouble ticket template is obtained based on the work order request to create, the trouble ticket template includes one or more work order fields；
Obtain message associated with the work order request to create in dialog box；
One or more entity informations, one or more of entity informations and one or more work orders are extracted from the message
Field is corresponding；
The entity information is filled up under its corresponding work order field, to obtain work order.
2. work order creation method according to claim 1, the reception work order request to create include:
The work order request to create is received to the triggering for creating control in dialog box by receiving user；
In dialog box, the creation control is corresponding with message.
3. work order creation method according to claim 2, the dialog box includes group chat window.
4. work order creation method according to claim 1, the trouble ticket template is selected from multiple preset trouble ticket template, described
Multiple preset trouble ticket template, which have, does not have to type；
Trouble ticket template includes public field and custom field, wherein different types of trouble ticket template public word having the same
Section and have at least one different custom field.
5. work order creation method according to claim 1, described that one or more entity informations are extracted from the message,
One or more of entity informations are corresponding with one or more work order fields, comprising:
It obtains and the associated one or more fields match rules of the trouble ticket template；
One or more entity informations are extracted from the message based on the matching rule；
And/or
Based on the trained machine learning model processing message, to export one or more entity informations and its type category
Property；
The one or more entity informations and one or more work order words for being exported machine learning model based on the type attribute
Section is corresponding.
6. work order creation method according to claim 1, further includes:
The work order is sent to terminal associated with treatment people.
7. a kind of work order creates system, comprising: request receiving module, template obtain module, message capturing module, and entity information mentions
Modulus block, entity information fill in module；
The request receiving module, for receiving work order request to create；
The template obtains module, and for obtaining trouble ticket template based on the work order request to create, the trouble ticket template includes one
A or multiple work order fields；
The message capturing module, for obtaining message associated with the work order request to create in window；
The entity information extraction module, it is one or more for extracting one or more entity informations from the message
A entity information is corresponding with one or more work order fields；
The entity information fills in module, for the entity information to be filled up under its corresponding work order field, to obtain
Work order.
8. work order according to claim 7 creates system, the request receiving module is used for:
The work order request to create is received to the triggering for creating control in dialog box by receiving user；
In dialog box, the creation control is corresponding with message.
9. work order according to claim 8 creates system, the dialog box includes group chat window.
10. work order according to claim 7 creates system, the trouble ticket template is selected from multiple preset trouble ticket template, institute
Stating multiple preset trouble ticket template has without type；
Trouble ticket template includes public field and custom field, wherein different types of trouble ticket template public word having the same
Section and have at least one different custom field.
11. work order according to claim 7 creates system, the entity information extraction module is also used to:
It obtains and the associated one or more fields match rules of the trouble ticket template；
One or more entity informations are extracted from the message based on the matching rule；
And/or
Based on the trained machine learning model processing message, to export one or more entity informations and its type category
Property；
The one or more entity informations and one or more work order words for being exported machine learning model based on the type attribute
Section is corresponding.
12. work order according to claim 7 creates system, further includes:
Work order sending module, for the work order to be sent to terminal associated with treatment people.
13. a kind of work sheet processing device, including processor, the processor requires described in any one of 1~6 for perform claim
Worksheet method.
14. a kind of computer readable storage medium, the storage medium stores computer instruction, when computer reads storage medium
In computer instruction after, computer executes worksheet method as described in any one of claims 1 to 6.
15. a kind of worksheet method, comprising:
Obtain work order；The work order is based on the message establishing in dialog box；
Obtain one or more message in the dialog box；
First area in display area shows the work order and described in showing in the second area in the display area
One or more message.
16. worksheet method according to claim 15, further includes:
Obtain the first message from treatment people；
It sends the first message in the dialog box.
17. a kind of worksheet system, comprising:
Work order obtains module, for obtaining work order；The work order is based on the message establishing in dialog box；
Message capturing module, for obtaining one or more message in the dialog box；
Display module, for the first area in display area show the work order and in the display area second
Region shows one or more message.
18. worksheet system according to claim 17, further includes:
First processing message capturing module, for obtaining the first message from treatment people；
First processing message transmission module, for sending the first message in the dialog box.
19. a kind of work sheet processing device, including processor, the processor is for work order described in perform claim requirement 15 or 16
Processing method.
20. a kind of computer readable storage medium, the storage medium stores computer instruction, when computer reads storage medium
In computer instruction after, computer executes worksheet method as described in claim 15 or 16.
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