CN110543568B - Financial information consultation reservation service system - Google Patents
Financial information consultation reservation service system Download PDFInfo
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- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
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- G07C—TIME OR ATTENDANCE REGISTERS; REGISTERING OR INDICATING THE WORKING OF MACHINES; GENERATING RANDOM NUMBERS; VOTING OR LOTTERY APPARATUS; ARRANGEMENTS, SYSTEMS OR APPARATUS FOR CHECKING NOT PROVIDED FOR ELSEWHERE
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- G—PHYSICS
- G07—CHECKING-DEVICES
- G07C—TIME OR ATTENDANCE REGISTERS; REGISTERING OR INDICATING THE WORKING OF MACHINES; GENERATING RANDOM NUMBERS; VOTING OR LOTTERY APPARATUS; ARRANGEMENTS, SYSTEMS OR APPARATUS FOR CHECKING NOT PROVIDED FOR ELSEWHERE
- G07C11/00—Arrangements, systems or apparatus for checking, e.g. the occurrence of a condition, not provided for elsewhere
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Abstract
The invention discloses an appointment service system for financial information consultation, which comprises a user side, a data interaction side, a problem matching module, a branch controller, a rule base, a personal unit, a distribution unit, a personal sorting unit, a data accumulation unit and a transfer connection unit, wherein the user side is connected with the data interaction side through a data exchange network; the invention transmits the answering personnel and the corresponding basic information and the consultation information group Zij thereof to the sub-controller according to the distribution unit, the sub-controller performs problem distribution processing on the answering personnel and the corresponding basic information and the consultation information group Zij thereof by combining the problem distribution processing rule in the rule base, calculates the ranking values of different consultation problems according to the corresponding rules, obtains an exchange time period group corresponding to each consultation problem according to the corresponding rules, and performs exchange in the corresponding exchange time period; the invention is simple, effective and easy to use.
Description
Technical Field
The invention belongs to the field of consultation reservation, relates to a reservation service technology, and particularly relates to a reservation service system for financial information consultation.
Background
Patent No. CN106296953A discloses a gate-type reservation queuing service system, which includes an external platform, a reservation queuing service system auxiliary layer and operation and maintenance management, and is characterized in that: the external platform is connected with the auxiliary layer of the reservation queuing service system; the auxiliary layer of the reservation queuing service system is connected with operation and maintenance management; the auxiliary layer of the reservation queuing service system comprises an access layer, a service layer, a basic service layer and a cloud data layer, wherein the access layer is connected with operation and maintenance management, and the service layer and the basic service layer are connected with an external platform. The one-door reservation queuing service system integrates various services and functions, takes and dispatches numbers on site, and can also reserve and take numbers. The system has strong compatibility and can be compatible with a system for online reservation, thereby realizing data synchronization and real-time update. Number calling and voice broadcasting are carried out rapidly, accurately and orderly through a data cloud big data algorithm, and handling information can be displayed on time. The operation and maintenance management makes the authority management and maintenance more convenient and faster, and the system is more reliable.
However, it does not disclose an appointment service system for some financial companies, which is convenient for users to consult companies by means of the system, and plays a certain auxiliary role in business development; moreover, the current consultation service system cannot automatically classify the problems consulted by the client and extract key problems; then, according to the key questions, answering personnel are allocated, automatic time interval reservation is carried out on different questions of a plurality of consultants, and sequential consultation sequencing is carried out; to achieve this concept, a solution is now provided.
Disclosure of Invention
The invention aims to provide an appointment service system for financial information consultation.
The technical problem to be solved by the invention is as follows:
(1) extracting key contents for the problem of client consultation, and classifying different problems;
(2) how to distribute corresponding answering personnel to the classified questions;
(3) how to arrange the sequence of a plurality of problems of different answering personnel.
The purpose of the invention can be realized by the following technical scheme:
an appointment service system for financial information consultation comprises a user side, a data interaction side, a problem matching module, a sub-controller, a rule base, a personal unit, a distribution unit, a personal sorting unit, a data accumulation unit and a forwarding unit;
the user side comprises a user uploading unit, a personal event library, a processor and a direct connection unit;
the user uploading unit is used for consulting clients to upload consultation questions and term time, and the term time comprises a reply time interval and a reply limit value; the reply time period is the time period when the user expects to receive the reply, and the reply limit value is the latest days when the client expects to receive the reply; the user uploading unit is used for transmitting the time of the future value to the personal event library, and the user uploading unit transmits the consultation problem to the processor;
the processor transmits the consultation problems and the corresponding time period to the branch controller by virtue of the data interaction end, the branch controller receives the consultation problems transmitted by the data interaction end, the branch controller is used for transmitting the consultation problems to the problem matching module, and the problem matching module is used for acquiring all the consultation problems in the current day in a preset time period to form a consultation problem group; the problem matching module carries out problem induction and classification on the consultation problem group to obtain a consultation information group Zij; the problem matching module transmits a consultation information group Zij to the distribution unit;
the data accumulation unit stores basic information of the answering personnel, and the basic information comprises the corresponding answering personnel and the direction thereof which is good at and the answering time period; the answering time period is a time period when the answering personnel are free; the personal sorting unit is used for acquiring answering personnel and corresponding basic information thereof in the data accumulation unit; the personal collating unit is used for transmitting the answering personnel and the corresponding basic information thereof to the distribution unit;
the distribution unit transmits the answering personnel and the corresponding basic information and the consultation information group Zij to the sub-controllers, and the sub-controllers carry out problem distribution processing on the answering personnel and the corresponding basic information and the consultation information group Zij by combining problem distribution processing rules in the rule base to obtain an exchange time period group Ji;
the sub-controller is used for communicating the personal unit with the direct connection unit by means of the transfer connection unit when the communication time interval group Ji arrives.
Further, the step of problem induction and classification is as follows:
the method comprises the following steps: obtaining the core word eye, wherein the method for obtaining the core word eye comprises the following steps:
s11: firstly, acquiring all consultation problems, and dividing all the consultation problems into a plurality of consultation words;
s12: acquiring all consulting words, and removing conventional words in the consulting words, wherein the conventional words are courtesy words;
s13: marking the consultation words without the conventional words as core words;
step two: then acquiring a consultation problem group transmitted by the sub-controllers, and performing kernel-reserving treatment on the consultation problem group, wherein the treatment steps are as follows:
s21: acquiring all consultation problem groups, and selecting a consultation problem in one consultation problem group;
s22: comparing the consultation problem with the core words, removing non-core words in the consultation problem to obtain the consultation problem consisting of the core words, and marking the consultation problem as consultation key point information;
s23: selecting the consultation problems in the next consultation problem group, repeating the steps S22-S23 until the consultation problems in all the consultation problem groups are processed, obtaining consultation point information corresponding to all the consultation problems in the consultation problem groups, forming a consultation point information group, and marking the consultation point information group as Zi, i =1.. n;
step three: acquiring a consultation point information group Zi, wherein i =1, and acquiring corresponding consultation point information Z1;
step four: let i = i +1, obtain the corresponding consulting key point information Zi, and pair the corresponding consulting key point information Zi with Z1 word by word;
s41: acquiring the number of the repeated words between the consulting point information Zi and the consulting point information Z1, and marking the number as the repeated number;
s42: acquiring the total number of the consulting point information Z1;
s43: obtaining the repetition ratio of the number of repetitions/the total number;
s44: when the repetition occupation ratio is more than or equal to X1, classifying the corresponding consultation point information Zi and the corresponding consultation point information Z1 into similar consultation information;
s45: when the repetition occupation ratio is less than X1, skipping the piece of consultation point information Zi;
step five: repeating the fourth step until all the consultation point information Zi except the consultation point information Z1 is compared with the consultation point information Z1; obtaining a first group of similar consulting information; marking the rest consultation key point information as rest consultation key point information;
step six: selecting the consulting main point information Zi in the remaining consulting main point information, and repeating the four steps, the six steps until all the consulting main point information Zi is divided into a plurality of groups of similar consulting information to obtain a consulting information group Zij, i =1.. n, j =1.. m; wherein Zij represents the consulting point information i in the jth group of similar consulting information.
Further, the direction of the excellence is obtained by:
the method comprises the following steps: monitoring the answer satisfaction degree of the answering personnel when the answering personnel answers the consultation questions by using a data accumulation unit, wherein the answer satisfaction degree is a numerical value corresponding to the score, and the numerical value is from 0 to 10;
step two: the method comprises the steps of obtaining all consultation questions answered by an answering person, processing all the consultation questions according to a kernel to obtain consultation key point information of all the consultation questions, dividing the consultation key point information into a plurality of groups of similar consultation information, dividing the consultation questions by the same dividing principle as that of a question matching module to obtain a plurality of groups of consultation information, dividing one group with the highest score into an adequacy classification group, and marking all the consultation information in the corresponding adequacy classification group in the same word eye as the adequacy direction.
Further, the processing steps of the problem allocation processing are as follows:
SS 1: acquiring a consultation information group Zij;
SS 2: acquiring answering personnel and corresponding basic information thereof;
SS 3: matching the consultation information with the adequacy direction according to the adequacy direction in the basic information and the type of the consultation information group Zij, distributing the corresponding consultation information group to the answering personnel corresponding to the adequacy direction, and marking the consultation information group with the answering personnel;
SS 4: the consulting information distributed to different answering personnel in the consulting information group is subjected to answer sequencing, and the answer sequencing step comprises the following steps:
SS 41: acquiring all the consulting information Zi in the consulting information group; simultaneously acquiring a reply limit value within corresponding term time, marking the reply limit value corresponding to the consultation information Zi as Hi, i =1.. n, and corresponding to Zi one by one;
SS 42: according to the timestamp of the consultation information Zi, the current time of the distance between all the consultation information Zi is obtained, the current time is marked as waiting time Di, i =1.. n, and the waiting time Di corresponds to the time Zi one by one; the waiting time and the return limit value adopt the same dimension;
SS 43: then acquiring the number of times that the consultation information Zi corresponds to the user to propose the consultation problem, marking the number of times as the consultation number Ci, i =1.. n, and corresponding to Zi one by one;
SS 44: calculating the ranking value by means of the formula:
pi = (0.463 × Ci +0.537 × Di)/Hi, which obtains ranking values Pi, i =1.. n of all the problems, and corresponds to Zi one by one; wherein 0.463 and 0.537 are introduced to highlight the effect of different factors on the ranking values;
SS 5: and carrying out communication reservation on the answering personnel Zi according to the sequencing value Pi, wherein the reservation mode is as follows:
SS 51: firstly, acquiring a reply time period of a consultation user and acquiring an answering time period corresponding to an answering person;
SS 52: the reservation is carried out according to the reply time interval and the answer time interval and the sequencing value, and the reservation method comprises the following steps:
acquiring a time period from the starting time of the latest answer time period corresponding to the answering personnel to the time of a preset value T1 corresponding to the reply time period of the user corresponding to the consultation information Zi with the largest ranking value, and marking the time period as an exchange time period corresponding to the consultation information;
SS 53: then, the consulting information Zi is distributed to the answering personnel in time according to the size of the sequencing value in sequence, the distribution mode is that a time period with the duration of T1 after the preset time T2 from the last answering period is obtained in sequence, and the time period is appointed to be an alternating time period corresponding to the consulting information;
SS 54: the communication periods of all the advisory information Zi are obtained and marked as a group Ji, i =1.. n of communication periods.
Further, the personal unit is intelligent equipment used by corresponding answering personnel, and the direct connection unit is intelligent equipment of consultants.
Further, the intelligent device is a mobile phone.
The invention has the beneficial effects that:
the method comprises the steps of carrying out problem induction and classification on a consultation problem group through a problem matching module, obtaining core words by means of a large number of consultation problems, firstly obtaining all the consultation problems, and dividing all the consultation problems into a plurality of consultation words; then obtaining all consulting words, and removing the conventional words in the consulting words, wherein the conventional words are courtesy words, such as 'hello' and the like; the part can be removed by manual work; the counseling eye after the removal of the regular eye is marked as a core eye. Then removing non-core words in the consultation problem proposed by the user in real time to obtain key content corresponding to the consultation problem;
then acquiring the adequacy direction of the answering personnel by the aid of a data accumulation unit, monitoring the answering satisfaction of the answering personnel in the process of answering the consultation questions by the data accumulation unit in the adequacy direction, wherein the answering satisfaction is a numerical value corresponding to the score, and the numerical value is from 0 to 10; then obtaining all the consultation questions answered by the answering personnel, processing all the consultation questions according to the kernel to obtain the consultation key point information of all the consultation questions, dividing the consultation key point information into a plurality of groups of similar consultation information, wherein the dividing principle is the same as the dividing of the consultation questions by the question matching module to obtain a plurality of groups of consultation information, dividing one group with the highest score into an adequacy classification group, and marking all the consultation information in the corresponding adequacy classification group in the same word eye as the adequacy direction; obtaining the adequacy direction of the answering personnel, and then distributing the consultation questions to the corresponding answering personnel according to the adequacy direction;
finally, the answering personnel, the corresponding basic information and the corresponding consultation information group Zij are transmitted to the sub-controllers according to the distribution units, the sub-controllers carry out problem distribution processing on the answering personnel, the corresponding basic information and the corresponding consultation information group Zij by combining problem distribution processing rules in the rule base, the ranking values of different consultation problems are obtained by calculation according to the corresponding rules, the corresponding exchange time period group corresponding to each consultation problem is obtained by the corresponding rules, and exchange is carried out in the corresponding exchange time period; the invention is simple, effective and easy to use.
Drawings
In order to facilitate understanding for those skilled in the art, the present invention will be further described with reference to the accompanying drawings.
FIG. 1 is a block diagram of the system of the present invention.
Detailed Description
As shown in fig. 1, an appointment service system for financial information consultation includes a user side, a data interaction side, a problem matching module, a sub-controller, a rule base, a personal unit, a distribution unit, a personal organization unit, a data accumulation unit, and a relay unit;
the user side comprises a user uploading unit, a personal event library, a processor and a direct connection unit;
the user uploading unit is used for consulting clients to upload consultation questions and term time, wherein the consultative questions are questions the clients want to know, and the term time comprises a reply time interval and a reply limit; the reply period is a time period in which the user expects to receive a reply, such as sixteen weeks per week and ten to twelve am on sunday, the time is set by the user autonomously, and the reply limit value is the latest day in which the client expects to receive a reply; the user uploading unit is used for transmitting the time of the future value to the personal event library, and the user uploading unit transmits the consultation problem to the processor;
the processor transmits the consultation problems and the corresponding period time to the branch controller by virtue of the data interaction end, the branch controller receives the consultation problems transmitted by the data interaction end, the branch controller is used for transmitting the consultation problems to the problem matching module, the problem matching module is used for acquiring all the consultation problems in the current day in a preset time period to form a consultation problem group, and the preset time period can be ten nights in the current day; the problem matching module carries out problem induction and classification on the consultation problem group, and the steps of problem induction are as follows:
the method comprises the following steps: acquiring core words by means of a large number of consultation problems, wherein the large number of consultation problems is defined to be more than 500, the large number of consultation problems are that the distance consulted by a user is pushed forward at the current time and is close to the previous 500 consultation problems at the current time, and the consultation problems are derived from the problems consulted by the previous user; the method for acquiring the core word eye comprises the following steps:
s11: firstly, acquiring all consultation problems, and dividing all the consultation problems into a plurality of consultation words;
s12: acquiring all consulting words, and removing conventional words in the consulting words, wherein the conventional words are courtesy words, such as 'hello' and the like; the part can be removed by manual work;
s13: marking the consultation words without the conventional words as core words;
step two: then acquiring a consultation problem group transmitted by the sub-controllers, and performing kernel-reserving treatment on the consultation problem group, wherein the treatment steps are as follows:
s21: acquiring all consultation problem groups, and selecting a consultation problem in one consultation problem group;
s22: comparing the consultation problem with the core words, removing non-core words in the consultation problem to obtain the consultation problem consisting of the core words, and marking the consultation problem as consultation key point information;
s23: selecting the consultation problems in the next consultation problem group, repeating the steps S22-S23 until the consultation problems in all the consultation problem groups are processed, obtaining consultation point information corresponding to all the consultation problems in the consultation problem groups, forming a consultation point information group, and marking the consultation point information group as Zi, i =1.. n;
step three: acquiring a consultation point information group Zi, wherein i =1, and acquiring corresponding consultation point information Z1;
step four: let i = i +1, obtain the corresponding consulting key point information Zi, and pair the corresponding consulting key point information Zi with Z1 word by word;
s41: acquiring the number of the repeated words between the consulting point information Zi and the consulting point information Z1, and marking the number as the repeated number;
s42: acquiring the total number of the consulting point information Z1;
s43: obtaining the repetition ratio of the number of repetitions/the total number;
s44: when the repetition occupation ratio is more than or equal to X1, classifying the corresponding consultation point information Zi and the corresponding consultation point information Z1 into similar consultation information;
s45: when the repetition occupation ratio is less than X1, skipping the piece of consultation point information Zi;
step five: repeating the fourth step until all the consultation point information Zi except the consultation point information Z1 is compared with the consultation point information Z1; obtaining a first group of similar consulting information; marking the rest consultation key point information as rest consultation key point information;
step six: selecting the consulting main point information Zi in the remaining consulting main point information, and repeating the four steps, the six steps until all the consulting main point information Zi is divided into a plurality of groups of similar consulting information to obtain a consulting information group Zij, i =1.. n, j =1.. m; wherein Zij represents the consulting point information i in the jth group of similar consulting information;
the problem matching module transmits a consultation information group Zij to the distribution unit;
the data accumulation unit stores basic information of the answering personnel, and the basic information comprises the corresponding answering personnel and the direction thereof which is good at and the answering time period; the answering time period is a time period during which the answering person is free, and can be exemplified by a time period from ten to twelve am every monday to friday; the direction of excellence is the direction in which the answerer excels in answering the consultation; this direction of excellence is obtained by:
the method comprises the following steps: monitoring the answer satisfaction degree of the answering personnel when the answering personnel answers the consultation questions by using a data accumulation unit, wherein the answer satisfaction degree is a numerical value corresponding to the score, and the numerical value is from 0 to 10;
step two: acquiring all the consultation questions answered by the answering personnel, processing all the consultation questions according to the kernel to obtain the consultation key point information of all the consultation questions, dividing the consultation key point information into a plurality of groups of similar consultation information, wherein the dividing principle is the same as the division of the consultation questions by the question matching module to obtain a plurality of groups of consultation information, dividing one group with the highest score into an adequacy classification group, and marking all the consultation information in the corresponding adequacy classification group in the same word eye as the adequacy direction;
the personal sorting unit is used for acquiring answering personnel and corresponding basic information thereof in the data accumulation unit; the personal collating unit is used for transmitting the answering personnel and the corresponding basic information thereof to the distribution unit;
the distribution unit transmits the answering personnel and the corresponding basic information and the consultation information group Zij to the sub-controllers, the sub-controllers carry out problem distribution processing on the answering personnel and the corresponding basic information and the consultation information group Zij by combining the problem distribution processing rules in the rule base, and the processing steps are as follows:
SS 1: acquiring a consultation information group Zij;
SS 2: acquiring answering personnel and corresponding basic information thereof;
SS 3: matching the consultation information with the adequacy direction according to the adequacy direction in the basic information and the type of the consultation information group Zij, distributing the corresponding consultation information group to the answering personnel corresponding to the adequacy direction, and marking the consultation information group with the answering personnel;
SS 4: the consulting information distributed to different answering personnel in the consulting information group is subjected to answer sequencing, and the answer sequencing step comprises the following steps:
SS 41: acquiring all the consulting information Zi in the consulting information group; simultaneously acquiring a reply limit value within corresponding term time, marking the reply limit value corresponding to the consultation information Zi as Hi, i =1.. n, and corresponding to Zi one by one;
SS 42: according to the timestamp of the consultation information Zi, the current time of the distance between all the consultation information Zi is obtained, the current time is marked as waiting time Di, i =1.. n, and the waiting time Di corresponds to the time Zi one by one; the waiting time and the return limit value adopt the same dimension;
SS 43: then acquiring the number of times that the consultation information Zi corresponds to the user to propose the consultation problem, marking the number of times as the consultation number Ci, i =1.. n, and corresponding to Zi one by one;
SS 44: calculating the ranking value by means of the formula:
pi = (0.463 × Ci +0.537 × Di)/Hi, which obtains ranking values Pi, i =1.. n of all the problems, and corresponds to Zi one by one; wherein 0.463 and 0.537 are introduced to highlight the effect of different factors on the ranking values;
SS 5: and carrying out communication reservation on the answering personnel Zi according to the sequencing value Pi, wherein the reservation mode is as follows:
SS 51: firstly, acquiring a reply time period of a consultation user and acquiring an answering time period corresponding to an answering person;
SS 52: the reservation is carried out according to the reply time interval and the answer time interval and the sequencing value, and the reservation method comprises the following steps:
acquiring a time period from the starting time of the latest answer time period corresponding to the answering personnel to the time of a preset value T1 corresponding to the reply time period of the user corresponding to the consultation information Zi with the largest ranking value, and marking the time period as an exchange time period corresponding to the consultation information;
SS 53: then, the consulting information Zi is distributed to the answering personnel in time according to the size of the sequencing value in sequence, the distribution mode is that a time period with the duration of T1 after the preset time T2 from the last answering period is obtained in sequence, and the time period is appointed to be an alternating time period corresponding to the consulting information;
SS 54: obtaining the communication time intervals of all the consultation information Zi, and marking the communication time intervals as a communication time interval group Ji, i =1.. n;
the sub-controllers are used for communicating the individual units with the direct connection units by means of the transfer connection units when the communication time interval group Ji arrives, so that communication between answering personnel and consultants is facilitated; the personal unit is intelligent equipment used by corresponding answering personnel, and the direct connection unit is intelligent equipment of consultants; the smart device may be a cell phone.
During work, firstly, a problem matching module is used for carrying out problem induction and classification on a consultation problem group, core words and eyes are obtained, the core words and eyes are obtained by means of a large number of consultation problems, firstly, all the consultation problems are obtained, and all the consultation problems are divided into a plurality of consultation words and eyes; then obtaining all consulting words, and removing the conventional words in the consulting words, wherein the conventional words are courtesy words, such as 'hello' and the like; the part can be removed by manual work; the counseling eye after the removal of the regular eye is marked as a core eye. Then removing non-core words in the consultation problem proposed by the user in real time to obtain key content corresponding to the consultation problem;
then acquiring the adequacy direction of the answering personnel by the aid of a data accumulation unit, monitoring the answering satisfaction of the answering personnel in the process of answering the consultation questions by the data accumulation unit in the adequacy direction, wherein the answering satisfaction is a numerical value corresponding to the score, and the numerical value is from 0 to 10; then obtaining all the consultation questions answered by the answering personnel, processing all the consultation questions according to the kernel to obtain the consultation key point information of all the consultation questions, dividing the consultation key point information into a plurality of groups of similar consultation information, wherein the dividing principle is the same as the dividing of the consultation questions by the question matching module to obtain a plurality of groups of consultation information, dividing one group with the highest score into an adequacy classification group, and marking all the consultation information in the corresponding adequacy classification group in the same word eye as the adequacy direction; obtaining the adequacy direction of the answering personnel, and then distributing the consultation questions to the corresponding answering personnel according to the adequacy direction;
finally, the answering personnel, the corresponding basic information and the corresponding consultation information group Zij are transmitted to the sub-controllers according to the distribution units, the sub-controllers carry out problem distribution processing on the answering personnel, the corresponding basic information and the corresponding consultation information group Zij by combining problem distribution processing rules in the rule base, the ranking values of different consultation problems are obtained by calculation according to the corresponding rules, the corresponding exchange time period group corresponding to each consultation problem is obtained by the corresponding rules, and exchange is carried out in the corresponding exchange time period; the invention is simple, effective and easy to use.
The foregoing is merely exemplary and illustrative of the present invention and various modifications, additions and substitutions may be made by those skilled in the art to the specific embodiments described without departing from the scope of the invention as defined in the following claims.
Claims (4)
1. An appointment service system for financial information consultation is characterized by comprising a user side, a data interaction side, a problem matching module, a sub-controller, a rule base, a personal unit, a distribution unit, a personal sorting unit, a data accumulation unit and a forwarding unit;
the user side comprises a user uploading unit, a personal event library, a processor and a direct connection unit;
the user uploading unit is used for consulting clients to upload consultation questions and term time, and the term time comprises a reply time interval and a reply limit value; the reply time period is the time period when the user expects to receive the reply, and the reply limit value is the latest days when the client expects to receive the reply; the user uploading unit is used for transmitting the time of the future value to the personal event library, and the user uploading unit transmits the consultation problem to the processor;
the processor transmits the consultation problems and the corresponding time period to the branch controller by virtue of the data interaction end, the branch controller receives the consultation problems transmitted by the data interaction end, the branch controller is used for transmitting the consultation problems to the problem matching module, and the problem matching module is used for acquiring all the consultation problems in the current day in a preset time period to form a consultation problem group; the problem matching module carries out problem induction and classification on the consultation problem group to obtain a consultation information group Zij; the problem matching module transmits a consultation information group Zij to the distribution unit; the steps of the problem induction and classification are as follows:
the method comprises the following steps: obtaining the core word eye, wherein the method for obtaining the core word eye comprises the following steps:
s11: firstly, acquiring all consultation problems, and dividing all the consultation problems into a plurality of consultation words;
s12: acquiring all consulting words, and removing conventional words in the consulting words, wherein the conventional words are courtesy words;
s13: marking the consultation words without the conventional words as core words;
step two: then acquiring a consultation problem group transmitted by the sub-controllers, and performing kernel-reserving treatment on the consultation problem group, wherein the treatment steps are as follows:
s21: acquiring all consultation problem groups, and selecting a consultation problem in one consultation problem group;
s22: comparing the consultation problem with the core words, removing non-core words in the consultation problem to obtain the consultation problem consisting of the core words, and marking the consultation problem as consultation key point information;
s23: selecting the consultation problems in the next consultation problem group, repeating the steps S22-S23 until the consultation problems in all the consultation problem groups are processed, obtaining consultation point information corresponding to all the consultation problems in the consultation problem groups, forming a consultation point information group, and marking the consultation point information group as Zi, i =1.. n;
step three: acquiring a consultation point information group Zi, wherein i =1, and acquiring corresponding consultation point information Z1;
step four: let i = i +1, obtain the corresponding consulting key point information Zi, and pair the corresponding consulting key point information Zi with Z1 word by word;
s41: acquiring the number of the repeated words between the consulting point information Zi and the consulting point information Z1, and marking the number as the repeated number;
s42: acquiring the total number of the consulting point information Z1;
s43: obtaining the repetition ratio of the number of repetitions/the total number;
s44: when the repetition occupation ratio is more than or equal to X1, classifying the corresponding consultation point information Zi and the corresponding consultation point information Z1 into similar consultation information;
s45: when the repetition occupation ratio is less than X1, skipping the piece of consultation point information Zi;
step five: repeating the fourth step until all the consultation point information Zi except the consultation point information Z1 is compared with the consultation point information Z1; obtaining a first group of similar consulting information; marking the rest consultation key point information as rest consultation key point information;
step six: selecting the consulting main point information Zi in the remaining consulting main point information, and repeating the four steps, the six steps until all the consulting main point information Zi is divided into a plurality of groups of similar consulting information to obtain a consulting information group Zij, i =1.. n, j =1.. m; wherein Zij represents the consulting point information i in the jth group of similar consulting information;
the data accumulation unit stores basic information of the answering personnel, and the basic information comprises the corresponding answering personnel and the direction thereof which is good at and the answering time period; the answering time period is a time period when the answering personnel are free; the personal sorting unit is used for acquiring answering personnel and corresponding basic information thereof in the data accumulation unit; the personal collating unit is used for transmitting the answering personnel and the corresponding basic information thereof to the distribution unit;
the distribution unit transmits the answering personnel and the corresponding basic information and the consultation information group Zij to the sub-controllers, and the sub-controllers carry out problem distribution processing on the answering personnel and the corresponding basic information and the consultation information group Zij by combining problem distribution processing rules in the rule base to obtain an exchange time period group Ji; the processing steps of the problem distribution processing are as follows:
SS 1: acquiring a consultation information group Zij;
SS 2: acquiring answering personnel and corresponding basic information thereof;
SS 3: matching the consultation information with the adequacy direction according to the adequacy direction in the basic information and the type of the consultation information group Zij, distributing the corresponding consultation information group to the answering personnel corresponding to the adequacy direction, and marking the consultation information group with the answering personnel;
SS 4: the consulting information distributed to different answering personnel in the consulting information group is subjected to answer sequencing, and the answer sequencing step comprises the following steps:
SS 41: acquiring all the consulting information Zi in the consulting information group; simultaneously acquiring a reply limit value within corresponding term time, marking the reply limit value corresponding to the consultation information Zi as Hi, i =1.. n, and corresponding to Zi one by one;
SS 42: according to the timestamp of the consultation information Zi, the current time of the distance between all the consultation information Zi is obtained, the current time is marked as waiting time Di, i =1.. n, and the waiting time Di corresponds to the time Zi one by one; the waiting time and the return limit value adopt the same dimension;
SS 43: then acquiring the number of times that the consultation information Zi corresponds to the user to propose the consultation problem, marking the number of times as the consultation number Ci, i =1.. n, and corresponding to Zi one by one;
SS 44: calculating the ranking value by means of the formula:
pi = (0.463 × Ci +0.537 × Di)/Hi, which obtains ranking values Pi, i =1.. n of all the problems, and corresponds to Zi one by one; wherein 0.463 and 0.537 are introduced to highlight the effect of different factors on the ranking values;
SS 5: and carrying out communication reservation on the answering personnel Zi according to the sequencing value Pi, wherein the reservation mode is as follows:
SS 51: firstly, acquiring a reply time period of a consultation user and acquiring an answering time period corresponding to an answering person;
SS 52: the reservation is carried out according to the reply time interval and the answer time interval and the sequencing value, and the reservation method comprises the following steps:
acquiring a time period from the starting time of the latest answer time period corresponding to the answering personnel to the time of a preset value T1 corresponding to the reply time period of the user corresponding to the consultation information Zi with the largest ranking value, and marking the time period as an exchange time period corresponding to the consultation information;
SS 53: then, the consulting information Zi is distributed to the answering personnel in time according to the size of the sequencing value in sequence, the distribution mode is that a time period with the duration of T1 after the preset time T2 from the last answering period is obtained in sequence, and the time period is appointed to be an alternating time period corresponding to the consulting information;
SS 54: obtaining the communication time intervals of all the consultation information Zi, and marking the communication time intervals as a communication time interval group Ji, i =1.. n;
the sub-controller is used for communicating the personal unit with the direct connection unit by means of the transfer connection unit when the communication time interval group Ji arrives.
2. A reservation service system for financial information consultation according to claim 1, wherein the direction of excellence is obtained by:
the method comprises the following steps: monitoring the answer satisfaction degree of the answering personnel when the answering personnel answers the consultation questions by using a data accumulation unit, wherein the answer satisfaction degree is a numerical value corresponding to the score, and the numerical value is from 0 to 10;
step two: the method comprises the steps of obtaining all consultation questions answered by an answering person, processing all the consultation questions according to a kernel to obtain consultation key point information of all the consultation questions, dividing the consultation key point information into a plurality of groups of similar consultation information, dividing the consultation key point information into the same principle as the classification of the consultation questions by a question matching module to obtain a plurality of groups of consultation information, dividing the group with the highest score into an adequacy classification group, and marking all the consultation information in the corresponding adequacy classification group in the same word eye as the adequacy direction.
3. The reservation service system for financial information consultation as claimed in claim 1, wherein the individual unit is an intelligent device used by a corresponding answering person, and the direct connection unit is an intelligent device of a consultant.
4. A reservation service system for financial information consultation as claimed in claim 3, wherein said smart device is a mobile phone.
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