CN111291030B - Terminal operation and maintenance service management system based on mobile internet - Google Patents

Terminal operation and maintenance service management system based on mobile internet Download PDF

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CN111291030B
CN111291030B CN202010069886.0A CN202010069886A CN111291030B CN 111291030 B CN111291030 B CN 111291030B CN 202010069886 A CN202010069886 A CN 202010069886A CN 111291030 B CN111291030 B CN 111291030B
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terminal
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CN111291030A (en
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张伟昌
许晓炼
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Guangdong Kamfu Technology Co ltd
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Abstract

The invention relates to a mobile interconnection-based terminal operation and maintenance service management system, which comprises: the system comprises a mobile micro fault reporting device, a mobile micro operation and maintenance device, a knowledge sharing device, an intelligent recommendation device, a client linkage device and a track management device; the mobile micro fault reporting device, the knowledge sharing device, the intelligent recommendation device, the client linkage device and the track management device are respectively connected with the mobile micro operation and maintenance device; the knowledge sharing device is connected with the intelligent recommending device. The terminal operation and maintenance service management system based on mobile interconnection effectively integrates operation and maintenance service resources through the mobile micro-fault reporting device, the mobile micro-operation and maintenance device, the knowledge sharing device, the intelligent recommendation device, the client linkage device and the track management device, forms a set of convenient, efficient, low-cost and high-quality operation and maintenance service mode by combining a mobile interconnection technology, and realizes micro operation and maintenance and micro service on fingertips.

Description

Terminal operation and maintenance service management system based on mobile internet
Technical Field
The invention relates to the technical field of computers, in particular to a terminal operation and maintenance service management system based on mobile internet.
Background
The development and the application of the mobile internet technology are mature day by day, the popularization rate of mobile intelligent terminals is rapidly increased, and the simple and convenient mobile terminal access to an enterprise IT system is an irreversible trend.
At the present stage, with the high-speed development of self-service terminal equipment (the terminal in the invention is called as an autonomous terminal equipment for short), the operation and maintenance service requirements of the terminal are higher and higher, the service quality and the management of the original traditional IT operation and maintenance mode are not enough to meet the existing service requirements, and there are many operation and maintenance problems which need to be solved urgently, such as high communication cost, low service efficiency, disordered personnel management, slow flow processing, less customer linkage, low information sharing degree, low intelligent operation and maintenance degree and the like.
Disclosure of Invention
Technical problem to be solved
In order to solve the above problems in the prior art, the present invention provides a terminal operation and maintenance service management system based on mobile internet.
(II) technical scheme
In order to achieve the purpose, the invention adopts the main technical scheme that:
a terminal operation and maintenance service management system based on mobile internet comprises: the system comprises a mobile micro fault reporting device, a mobile micro operation and maintenance device, a knowledge sharing device, an intelligent recommendation device, a client linkage device and a track management device;
the mobile micro fault reporting device, the knowledge sharing device, the intelligent recommendation device, the client linkage device and the track management device are respectively connected with the mobile micro operation and maintenance device;
the knowledge sharing device is connected with the intelligent recommending device;
the mobile micro fault reporting device is used for acquiring a terminal information attribute and a user information attribute according to the unique identifier after the unique identifier of the terminal is triggered, recommending a fault reporting template according to an analysis algorithm, and acquiring guarantee information through the fault reporting template;
the mobile micro operation and maintenance device is used for determining operation and maintenance personnel according to the fault reporting information acquired by the mobile micro fault reporting device and by combining fault reporting places and dispatching factors, dispatching a work order corresponding to the guarantee information to the operation and maintenance personnel and carrying out message push notification;
the knowledge sharing device is used for storing the cases in operation and maintenance in a knowledge form to form a knowledge sharing library, maintaining the knowledge sharing library and pushing and checking the knowledge in the knowledge sharing library;
the intelligent recommendation device determines knowledge matched with the fault reporting information acquired by the mobile micro fault reporting device based on a knowledge sharing library maintained by the knowledge sharing device, and recommends the matched knowledge;
the client linkage device is used for carrying out service process message linkage, satisfaction collection statistics and online intelligent response;
and the track management device is used for recording the geographical position track of the operation and maintenance operation and carrying out visual display and analysis on the track on the basis of the electronic map.
Optionally, after the unique identifier of the terminal is triggered, the mobile micro fault reporting device acquires a terminal information attribute and a user information attribute according to the unique identifier;
if the historical guarantee information related to the unique identification trigger main body is stored, acquiring the historical guarantee information;
determining an error reporting template through an analysis algorithm according to the historical guarantee information and the common guarantee information of the terminal;
recommending the guarantee template, and acquiring guarantee information through the fault reporting template.
Optionally, the determining, according to the historical safeguard information and the common safeguard information of the terminal, an error reporting template through an analysis algorithm includes:
determining items included in the historical guarantee information to form a historical item set;
determining items included in common guarantee information of an implementation terminal to form a common item set;
acquiring an intersection and a symmetrical difference set of the historical item set and the common item set;
determining the weight of each item in the symmetry difference set, sequencing the items in the symmetry difference set according to the weights from large to small, and selecting a preset number of items in the sequence from the top;
all items in the intersection and selected items are included in the assurance template.
Optionally, determining the weight of each item in the symmetry-difference set includes:
determining the corresponding weight = ni1/ni2 of the event i which is in the historical event set but not in the common event set, wherein ni1 is the number of guarantee information of the event i in the historical guarantee information related to the unique identifier trigger subject, and ni2 is the number of guarantee information of the event i in the historical guarantee information related to other subjects;
and for the item j which is in the common item set but not in the historical item set, determining the corresponding weight = nj1/nj2, wherein nj1 is the number of the guarantee information of the terminal, including item j, and nj2 is the total number of the guarantee information of the terminal.
Optionally, the terminal information attribute includes: terminal numbering, point distribution and fault reporting record.
Optionally, the mobile micro operation and maintenance device comprises: the system comprises a work order dispatching unit, a work order processing unit, a work order reply unit, an electronic order output unit, a message notification unit and a service early warning unit;
the work order dispatching unit is used for dispatching work orders and comprises a manual dispatching component and an intelligent dispatching component;
the intelligent dispatch component is used for determining operation and maintenance personnel according to fault reporting places and dispatch factors, dispatching work orders corresponding to the guarantee information to the operation and maintenance personnel and carrying out message push notification;
the work order processing unit is used for forming a corresponding work order according to the fault reporting information acquired by the mobile micro fault reporting device and acquiring fault recovery data;
the work order recovery unit is used for feeding back a fault processing result;
the electronic bill output unit comprises an electronic signature assembly, a template applying assembly and an electronic bill downloading and printing assembly;
the electronic signature component is used for carrying out electronic signature;
the template sleeve assembly is used for customizing a service order output template and outputting an electronic work order;
the electronic bill downloading and printing component is used for making and outputting an electronic service bill;
the message notification unit is used for pushing processing messages or early warning messages for the working processing nodes;
and the service early warning unit is used for carrying out real-time monitoring and early warning on the work orders in the specified range according to the early warning rules.
Optionally, the order factor comprises: geographical environment, traffic conditions, the time length of operation and maintenance personnel arriving at the site and the current working state of the operation and maintenance personnel.
Optionally, the knowledge sharing apparatus includes: the system comprises a knowledge publishing unit, a gathering and carding unit, a sharing and pushing unit and a cognition assessment unit;
the knowledge publishing unit is used for publishing knowledge;
the gathering and carding unit is used for forming the cases in operation and maintenance into knowledge, filtering, cleaning, classifying, formatting and storing the knowledge content to form a knowledge sharing base and maintaining the knowledge sharing base;
the sharing pushing unit is used for pushing and sharing the knowledge in the knowledge sharing base and acquiring sharing feedback;
and the cognition assessment unit is used for assessing sharing according to the sharing feedback.
Optionally, the knowledge comprises: business knowledge, service guide, troubleshooting, and emergency methods.
Optionally, the customer linkage comprises: the system comprises a message linkage unit, an intelligent response unit and a satisfaction degree collection unit;
the message linkage unit is used for carrying out message linkage in the service process;
the satisfaction collecting unit is used for pushing a satisfaction survey model and acquiring feedback based on the model after fault reporting processing is finished, and summarizing, counting and analyzing according to the feedback so as to provide an auxiliary decision for improving the satisfaction of customers;
the intelligent response unit is used for providing common problem guide on line by adopting a hierarchical directory knowledge structure based on a knowledge sharing library; and after the problem keywords are acquired, sending out the knowledge information matched with the problem keywords.
(III) advantageous effects
The invention has the beneficial effects that: the terminal operation and maintenance service management system based on mobile interconnection effectively integrates operation and maintenance service resources through a mobile micro-fault reporting device, a mobile micro-operation and maintenance device, a knowledge sharing device, an intelligent recommendation device, a client linkage device and a track management device, and forms a set of convenient, efficient, low-cost and high-quality operation and maintenance service mode by combining with a mobile interconnection technology, so as to realize micro-operation, maintenance and micro-service on fingertips.
Drawings
Fig. 1 is a schematic structural diagram of a terminal operation and maintenance service management system based on mobile internet according to an embodiment of the present application;
fig. 2 is a flowchart illustrating a process of a mobile micro-fault reporting device according to an embodiment of the present disclosure;
fig. 3 is a schematic structural diagram of a mobile micro operation and maintenance device according to an embodiment of the present disclosure;
FIG. 4 is a schematic structural diagram of a knowledge sharing apparatus according to an embodiment of the present application;
fig. 5 is a schematic structural diagram of a customer linkage device according to an embodiment of the present application.
Detailed Description
For the purpose of better explaining the present invention and to facilitate understanding, the present invention will be described in detail by way of specific embodiments with reference to the accompanying drawings.
The development and application of the mobile internet technology are mature day by day, the popularity of the mobile intelligent terminal is rapidly increased, and the simple and convenient access of the mobile terminal to the enterprise IT system is an irreversible trend.
At the present stage, with the high-speed development of self-service terminal equipment, the operation and maintenance service requirements on the self-service terminal equipment are higher and higher, the existing service requirements are not met enough in terms of service quality and management in the original traditional IT operation and maintenance mode, and operation and maintenance problems which need to be solved urgently exist, such as high communication cost, low service efficiency, disordered personnel management, slow flow processing, few customer linkages, low information sharing degree, low intelligent operation and maintenance degree and the like.
The mobile interconnection technology is used for researching a mobile, visual, interactive and intelligent terminal operation and maintenance service mode, so that operation and maintenance 'micro-service' on fingertips is realized, the operation effect, the maintenance efficiency and the customer satisfaction degree are improved, and the sustainable development of the terminal industry is promoted.
Specifically, referring to fig. 1, a structure of a terminal operation and maintenance service management system based on mobile internet includes: the system comprises a mobile micro fault reporting device, a mobile micro operation and maintenance device, a knowledge sharing device, an intelligent recommendation device, a client linkage device and a track management device.
The mobile micro fault reporting device, the knowledge sharing device, the intelligent recommendation device, the client linkage device and the track management device are respectively connected with the mobile micro operation and maintenance device.
The knowledge sharing device is connected with the intelligent recommending device.
1. Remove little barrier device that reports
And the mobile micro fault reporting device is used for acquiring the terminal information attribute and the user information attribute according to the unique identifier after the unique identifier of the terminal is triggered, recommending a fault reporting template according to an analysis algorithm, and acquiring guarantee information through the fault reporting template.
The processing flow of the mobile micro fault reporting device is shown in fig. 2, and after the unique identifier of the terminal is triggered, the terminal information attribute and the user information attribute are obtained according to the unique identifier.
The terminal information attribute includes but is not limited to: terminal numbering, point distribution and fault reporting record.
The manner in which the unique identification of the terminal is triggered is scanned by a variety of means, for example, a two-dimensional code that includes the unique identification.
And if the historical guarantee information related to the trigger main body with the unique identifier is stored, acquiring the historical guarantee information.
And determining an error reporting template through an analysis algorithm according to the historical guarantee information and the common guarantee information of the terminal.
Recommending a guarantee template, and acquiring guarantee information through an error reporting template.
The process of determining the fault reporting template through the analysis algorithm according to the historical guarantee information and the common guarantee information of the terminal is as follows:
1.1 determining the items included in the history guarantee information to form a history item set.
1.2 determining the matters contained in the common guarantee information of the implementation terminal to form a common matter set.
1.3, acquiring the intersection and the symmetrical difference of the historical item set and the common item set.
The symmetric difference set is a set formed by non-intersecting elements in the history item set and the common item set, and specifically comprises the following steps: events that are not in the common event set in the historical event set, and events that are not in the historical event set in the common event set.
1.4, determining the weight of each item in the symmetry difference set, sorting the items in the symmetry difference set according to the weights from large to small, and selecting a preset number of items in the top of the sorting.
When the weight is calculated, for an item i which is in a historical item set but not in a common item set, the corresponding weight = ni1/ni2 is determined, wherein ni1 is the number of guarantee information of the item i which appears in the historical guarantee information related to the unique identifier trigger subject, and ni2 is the number of guarantee information of the item i which appears in the historical guarantee information related to other subjects.
And determining the corresponding weight = nj1/nj2 of the item j which is in the common item set but not in the historical item set, wherein nj1 is the number of the guarantee information of the terminal including the item j, and nj2 is the total number of the guarantee information of the terminal.
1.5 include all events in the intersection and selected events in the assurance template.
Through steps 1.1 and 1.5, the item content included in the failure reporting template can be determined, specifically including all items in the intersection of the historical item set and the common item set, that is, all items common to the terminal included in the historical guarantee information, and in addition, in order to embody the characteristics of the terminal itself and the characteristics of the failure reporting user, also including some items in the difference set, such as items with a large weight. By the scheme, the items in the template are guaranteed to be comprehensive and personalized.
The mobile micro-fault reporting device mainly provides a brief and convenient fault reporting mode based on a mobile interconnection technology (micro-letter public numbers, micro-letter small programs, mobile phone APP and the like, and the device mainly uses the micro-letter public numbers for explanation) to realize micro-fault reporting service on fingertips.
The user scans a two-dimensional code (the two-dimensional code comprises an unique identifier and a unique terminal number and provides an attribute for inquiring background terminal information) on the self-service terminal equipment by using the WeChat, the device can acquire a terminal information attribute and a user information attribute, an obstacle reporting template is recommended according to an analysis algorithm, the user fills the obstacle reporting attribute in a point-to-point manner and in a minimum unit manner according to the obstacle reporting template, accurate obstacle reporting is achieved, the process communication cost is saved, and the obstacle reporting timeliness and accuracy are improved.
When the WeChat code is scanned and the fault is reported, acquiring the user attribute and the terminal fault reporting attribute:
on the premise that the user uses the device before, acquiring the fault reporting information before the WeChat user from a background according to the WeChat code fault reporting micro signal;
acquiring basic attributes of the terminal according to the two-dimension code of the code scanning, wherein the basic attributes comprise basic information such as terminal numbers, point arrangement, fault reporting records and the like;
recommending an obstacle reporting template:
acquiring an error reporting record used by the user before and a common guarantee record of the terminal according to the association between the user attribute and the terminal attribute, associating the error reporting record and a background error reporting template library, and recommending a standardized error reporting template to the user;
automatically supplementing fault reporting information, and manually filling a minimum unit fault reporting attribute:
after the recommended fault reporting template is used, a user fills in data which are necessary to be provided for fault reporting according to the requirements and the guidance in the template, and can also take a fault picture, so that the mobile micro fault reporting of minimum unit information input can be realized.
2. Remove little fortune dimension device
And the mobile micro operation and maintenance device is used for determining operation and maintenance personnel according to the fault reporting information acquired by the mobile micro fault reporting device by combining fault reporting places and dispatching factors, scheduling work orders corresponding to the guarantee information to the operation and maintenance personnel and pushing and informing messages.
Wherein, the order factor includes but is not limited to: geographical environment, traffic conditions, the time length of operation and maintenance personnel arriving at the site and the current working state of the operation and maintenance personnel.
Referring to fig. 3, the mobile micro-operation and maintenance device includes: the system comprises a work order dispatching unit, a work order processing unit, a work order replying unit, an electronic order output unit, a message notification unit and a service early warning unit.
And the work order dispatching unit is used for dispatching the work orders and comprises an artificial dispatching component and an intelligent dispatching component.
And the intelligent dispatch component is used for determining operation and maintenance personnel according to the fault reporting place and the dispatch factor, dispatching the work order corresponding to the guarantee information to the operation and maintenance personnel and carrying out message push notification.
And the work order processing unit is used for forming a corresponding work order according to the fault reporting information acquired by the mobile micro fault reporting device and acquiring fault recovery data.
And the work order recovery unit is used for feeding back the fault processing result.
And the electronic bill output unit comprises an electronic signature assembly, a template applying assembly and an electronic bill downloading and printing assembly.
And the electronic signature component is used for carrying out electronic signature.
And the template sleeve assembly is used for customizing the service order output template and outputting the electronic work order.
And the electronic bill downloading and printing component is used for making and outputting the electronic service bill.
And the message notification unit is used for pushing the processing message or the early warning message for the working processing node.
And the service early warning unit is used for carrying out real-time monitoring and early warning on the work orders in the specified range according to the early warning rules.
The mobile micro operation and maintenance device provides an operation and maintenance mode which gets rid of the limitation of a plurality of office conditions, realizes the mobile and intelligent operation and maintenance work order processing at the mobile micro communication terminal at any time and any place based on the operation and maintenance data analysis, is in seamless connection in the whole process, greatly improves the operation and maintenance service efficiency and saves the operation and maintenance cost.
The mobile micro-operation and maintenance device intelligently schedules a work order to select the optimal operation and maintenance personnel and pushes a message to notify according to the fault reporting information of the mobile micro-operation and maintenance device and by combining the terminal point distribution attribute and the operation and maintenance personnel working attribute; the operation and maintenance personnel get rid of the traditional complicated old operation and maintenance modes such as manual phone order distribution, field manual work checking, paper sign-off and the like, and can realize the convenient order distribution, sign-on, order filling and receipt on the mobile phone WeChat and the new mobile and intelligent operation and maintenance modes such as intelligent order distribution, intelligent diagnosis, electronic sign-off and the like.
Work order dispatch unit: the unit mainly realizes the circulation of work orders and is mainly divided into 2 components; the method comprises the following steps that firstly, a manual work order component is assigned to a certain person for processing according to subjective initiative; the intelligent dispatch component comprehensively judges multiple factors such as geographic environment, traffic condition, time for peripheral operation and maintenance personnel to arrive at a site, current working state and the like according to fault reporting places of clients to perform data analysis and calculation, selects optimal matching data from the multiple factors, and realizes intelligent dispatch to the optimal operation and maintenance personnel for maintenance;
a work order processing unit: through the unit, the WeChat of the mobile terminal is filled in a work order, and a fault recovery picture is shot; the unit provides a form filling template, and the template can be applied to fill in the fault solving content in a minimized way according to the needs, so that the processing cost is greatly saved; the unit provides a code scanning sign-in function and can further process the work order only when the effective distance between the code scanning address and the terminal address is within 500 meters;
a work order recovery unit: through the unit, a fault processing result is filled in the mobile WeChat terminal, and a fault reporter is replied through message pushing to form a service closed loop;
an electronic single output unit: the unit mainly realizes the electronization process of the service list, and gets rid of the manual keeping and signature of the paper service list; the unit mainly comprises three components: 1. an electronic signature component: the electronic signature realized by the mobile WeChat terminal is used for mechanically applying the work order template; 2. the template sleeve assembly comprises: customizing a service order output template for outputting the electronic edition service order; 3. the electronic bill downloads the printing component: the function of downloading and printing the electronic service list is provided, and the production and output of the background batch service list are realized;
a message notification unit: the unit acts on each work processing node, and mainly pushes processing or early warning messages to corresponding workers at a background before the nodes start;
a service early warning unit: the unit is mainly used for appointing an early warning rule, is applied to a work order in an appointed range, and realizes real-time monitoring and early warning of the work order.
3. Knowledge sharing device
The knowledge sharing device is used for storing the cases in operation and maintenance in a knowledge form to form a knowledge sharing base, maintaining the knowledge sharing base and pushing and checking the knowledge in the knowledge sharing base.
Wherein knowledge includes, but is not limited to: business knowledge, service guide, troubleshooting, and emergency methods.
Fig. 4 shows a structure of the knowledge sharing apparatus, which specifically includes: the system comprises a knowledge publishing unit, a gathering and combing unit, a sharing and pushing unit and a cognition assessment unit.
And the knowledge publishing unit is used for publishing knowledge.
And the gathering and carding unit is used for forming the cases in operation and maintenance into knowledge, filtering, cleaning, classifying, formatting and storing the knowledge content, forming a knowledge sharing base and maintaining the knowledge sharing base.
And the sharing pushing unit is used for pushing and sharing the knowledge in the knowledge sharing base and acquiring sharing feedback.
And the cognition assessment unit is used for assessing sharing according to the sharing feedback.
The knowledge sharing device provides a knowledge sharing base which can be continuously improved and updated, and the autonomous learning and the dynamic knowledge updating are realized in the operation and maintenance process, so that the experience sharing is promoted.
The knowledge sharing operation and maintenance personnel find the classic cases in the maintenance process, can convert the classic cases into knowledge contents with a certain format through the device and store the knowledge contents in a knowledge sharing library; a background manager screens and corrects the content of the knowledge base through the device, so that the high availability of knowledge is ensured; the background manager can push the selected knowledge to the operation and maintenance personnel for micro-information learning sharing and knowledge cognition assessment through the device.
A knowledge release unit: the working personnel release knowledge including business knowledge, service guide, failure solution, emergency method and the like through the unit;
a summary combing unit: the knowledge content is filtered, cleaned, classified and filed through the unit, and is formatted and standardized; the knowledge content can also be cleaned and combed through formulated data cleaning rules, such as keyword extraction, knowledge classification and the like;
a sharing push unit: through the unit, knowledge can be pushed to user groups, shared learning is performed, and the learning progress of each user is recorded.
And the cognition assessment unit is used for pushing knowledge assessment contents to a specified user group through the cognition assessment unit, assessing the learning condition of the specified user group and summarizing the learning condition to a background.
4. Intelligent recommendation device
And the intelligent recommendation device determines knowledge matched with the fault reporting information acquired by the mobile micro fault reporting device based on a knowledge sharing library maintained by the knowledge sharing device, and recommends the matched knowledge.
The intelligent recommendation device is based on a knowledge sharing library and provides a module of an intelligent recommendation terminal fault solution method, so that the intelligent diagnosis function is achieved.
Based on the knowledge sharing library, when the operation and maintenance personnel process the work order unit, the intelligent recommendation device recommends the fault resolution knowledge with the matching degree higher than a certain value to the operation and maintenance personnel according to the fault reporting attribute and the historical maintenance attribute of the terminal, the current terminal equipment operation attribute and the function application attribute, and the diagnosis keywords input by the operation and maintenance personnel on site by using data processing and analysis technology.
5. Customer linkage device
And the client linkage device is used for carrying out service process message linkage, satisfaction collection statistics and online intelligent response.
Referring to fig. 5, the customer linkage includes: the system comprises a message linkage unit, an intelligent response unit and a satisfaction degree collection unit.
And the message linkage unit is used for carrying out service process message linkage.
And the satisfaction collecting unit is used for pushing a satisfaction investigation model and acquiring feedback based on the model after fault reporting processing is finished, and summarizing, counting and analyzing according to the feedback so as to provide an auxiliary decision for improving the customer satisfaction.
And the intelligent response unit is used for providing common problem guide on line by adopting a hierarchical directory knowledge structure based on the knowledge sharing library. And after the problem keywords are acquired, sending out knowledge information matched with the problem keywords.
The client linkage device mainly provides service process message linkage, satisfaction collection statistics and online intelligent response, achieves good user service experience, and promotes service efficiency.
A message linkage unit: the client and the operation and maintenance personnel can push messages point to point on the WeChat through the device, the client can know the fault progress in time, the operation and maintenance personnel can further know the fault information to the client, the convenience of mobile interconnection is fully utilized, linkage and communication with the client are carried out, and a visual client linkage mechanism is realized;
satisfaction collecting unit: after the work order is processed, the device pushes a satisfaction survey model for the evaluation of customers, and a background collects, counts and analyzes the information and makes decisions for a management layer, so that the satisfaction of the customers is improved;
the intelligent response unit: on one hand, based on a knowledge sharing base, a hierarchical directory knowledge structure is adopted to provide common problem guidance on line, and a user obtains needed knowledge from shallow to deep step by step on line according to the knowledge directory structure; on the other hand, the client inputs the problem keywords, and the unit pushes the first knowledge information with higher conformity to the client for reference through data matching.
6. Track management device
And the track management device is used for recording the geographical position track of the operation and maintenance operation and carrying out visual display and analysis on the track on the basis of the electronic map.
The mobile track management device mainly records the geographical position track of operation and maintenance operation of the operation and maintenance personnel, and based on the electronic map, the visual display and analysis of the track of the personnel are realized, and a refined personnel operation and maintenance management mode is realized.
The track management device records the geographical position of each working node in the maintenance process of operation and maintenance personnel, and can visually observe the information such as the map track of the work of the staff, the processing duration of a work order, the distance spending duration and the like in the background by combining the working attributes of each node, thereby providing powerful data for the management layer to refine staff management.
The mobile interconnection-based terminal operation and maintenance service management system effectively integrates operation and maintenance service resources, combines a mobile interconnection technology, forms a set of convenient, efficient, low-cost and high-quality operation and maintenance service mode, and realizes 'micro operation and maintenance and micro service' on fingertips. Can improve the service efficiency and the service quality of the self-service terminal equipment in the service field, reduce the service cost, deepen the cognition degree of the customer,
the terminal operation and maintenance service management system based on mobile interconnection comprises six modules, namely mobile micro-fault reporting, mobile micro-operation and maintenance, knowledge sharing, intelligent recommendation, client linkage, trajectory management and the like. All modules are interdependent and form a core function of the mobile operation and maintenance service management platform in an orderly and controllable manner, micro-service on fingertips is realized, and a set of simple, convenient, efficient and low-cost solution is provided for clients, operation and maintenance personnel and a management layer.
The following can be realized:
1) Micro-reporting obstacles on the fingertips. In the traditional operation and maintenance mode, a user dials a client hot line to report an obstacle, and pain points exist, such as high communication cost (telephone charge cost and time cost), low call-in success rate, unclear communication, secondary or multiple communication and the like. Through the mobile phone WeChat scanning device, the fault of the mobile terminal can be reported and repaired directly through the two-dimensional code on the mobile phone WeChat scanning terminal, and the mobile phone WeChat scanning device is simple, convenient and low in cost.
2) And standardizing fault reporting information. The system is limited in that the traditional customer service hot line fault reporting can only adopt a manual voice communication mode to receive fault reporting, and the fault reporting degree of a fault reporting person is not high, so that real fault reporting information cannot be accurately recorded at one time, and therefore the fault processing process is complicated and the efficiency is low. The device can realize standardized fault reporting service, guide the user to fill in simple fault reporting information including terminal basic information, fault description, fault photographing, contact way, expected completion time and the like, and realize standardized fault reporting.
3) Micro-operation and maintenance on fingertips. The operation and maintenance personnel are separated from the complicated manual work order response, recording and signing work, the work order processing of the mobile WeChat terminal is realized, and the full-flow operation and maintenance service can be completed on the finger tip.
4) Knowledge sharing and intelligent diagnosis. This device provides the knowledge sharing function of an operation and maintenance service, can concentrate the output with the knowledge of operation and maintenance in-process, shares the removal end of each operation and maintenance personnel, and simultaneously in handling the trouble, this device can recommend the solution to operation and maintenance personnel intelligence according to terminal attribute and fault attribute, has greatly accelerated fault handling efficiency.
5) The customer satisfaction linkage, based on the mobile WeChat technology, the device realizes a module for content interaction with customers and online intelligent customer service in the operation and maintenance service process, and contributes to the expansion and improvement of operation and maintenance service work.
6) Personnel fine management, track circulation, intelligent dispatching and resource optimization. The device realizes the geographical monitoring of the working track of the operation and maintenance personnel, and can visually know and master the working condition of the personnel through a map; meanwhile, by combining the track attributes, intelligent recommendation and dispatching are achieved, resources are utilized to the maximum extent, and the enthusiasm of people is mobilized.
The terminal operation and maintenance service management system based on mobile interconnection provided by the embodiment effectively integrates operation and maintenance service resources through the mobile micro-fault reporting device, the mobile micro-operation and maintenance device, the knowledge sharing device, the intelligent recommendation device, the client linkage device and the track management device, and forms a set of convenient, efficient, low-cost and high-quality operation and maintenance service mode by combining the mobile interconnection technology, so that micro-operation, maintenance and micro-service on fingertips are realized.
It is to be understood that the invention is not limited to the specific arrangements and instrumentality described above and shown in the drawings. A detailed description of known methods is omitted herein for the sake of brevity. In the above embodiments, several specific steps are described and shown as examples. However, the method processes of the present invention are not limited to the specific steps described and illustrated, and those skilled in the art can make various changes, modifications and additions or change the order between the steps after comprehending the spirit of the present invention.
It should also be noted that the exemplary embodiments noted in this patent describe some methods or systems based on a series of steps or devices. However, the present invention is not limited to the order of the above-described steps, that is, the steps may be performed in the order mentioned in the embodiments, may be performed in an order different from the order in the embodiments, or may be performed simultaneously.
Finally, it should be noted that: the above-mentioned embodiments are only used for illustrating the technical solution of the present invention, and not for limiting the same; although the present invention has been described in detail with reference to the foregoing embodiments, it will be understood by those of ordinary skill in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some or all of the technical features may be equivalently replaced; and the modifications or the substitutions do not make the essence of the corresponding technical solutions depart from the scope of the technical solutions of the embodiments of the present invention.

Claims (7)

1. A terminal operation and maintenance service management system based on mobile internet is characterized by comprising: the system comprises a mobile micro fault reporting device, a mobile micro operation and maintenance device, a knowledge sharing device, an intelligent recommendation device, a client linkage device and a track management device;
the mobile micro fault reporting device, the knowledge sharing device, the intelligent recommendation device, the client linkage device and the track management device are respectively connected with the mobile micro operation and maintenance device;
the knowledge sharing device is connected with the intelligent recommending device;
the mobile micro fault reporting device is used for acquiring a terminal information attribute and a user information attribute according to the unique identifier after the unique identifier of the terminal is triggered, recommending a fault reporting template according to an analysis algorithm, and acquiring guarantee information through the fault reporting template;
the mobile micro fault reporting device acquires a terminal information attribute and a user information attribute according to the unique identifier after the unique identifier of the terminal is triggered;
if the historical guarantee information related to the unique identification trigger main body is stored, acquiring the historical guarantee information;
determining an error reporting template through an analysis algorithm according to the historical guarantee information and the common guarantee information of the terminal, wherein the method comprises the following steps:
determining items included in the historical guarantee information to form a historical item set;
determining items included in common guarantee information of an implementation terminal to form a common item set;
acquiring an intersection and a symmetrical difference set of the historical item set and the common item set;
determining the weight of each item in the symmetry difference set, sequencing the items in the symmetry difference set according to the weights from large to small, and selecting a preset number of items in the sequence from the top;
all matters in the intersection and the selected matters are contained in the guarantee template;
recommending the guarantee template, and acquiring guarantee information through the fault reporting template;
determining the weight of each item in the symmetry difference set, comprising:
determining the corresponding weight = ni1/ni2 of the event i which is in the historical event set but not in the common event set, wherein ni1 is the number of guarantee information of the event i in the historical guarantee information related to the unique identifier trigger subject, and ni2 is the number of guarantee information of the event i in the historical guarantee information related to other subjects;
determining a weight = nj1/nj2 corresponding to the item j in the common item set but not in the historical item set, wherein nj1 is the number of guarantee information of the item j in the guarantee information of the terminal, and nj2 is the total number of the guarantee information of the terminal; the mobile micro operation and maintenance device is used for determining operation and maintenance personnel according to the fault reporting information acquired by the mobile micro fault reporting device and by combining fault reporting places and dispatching factors, dispatching a work order corresponding to the guarantee information to the operation and maintenance personnel and carrying out message push notification;
the knowledge sharing device is used for storing the cases in operation and maintenance in a knowledge form to form a knowledge sharing library, maintaining the knowledge sharing library and pushing and checking the knowledge in the knowledge sharing library;
the intelligent recommendation device determines knowledge matched with the fault reporting information acquired by the mobile micro fault reporting device based on a knowledge sharing library maintained by the knowledge sharing device, and recommends the matched knowledge;
the client linkage device is used for carrying out service process message linkage, satisfaction collection statistics and online intelligent response;
and the track management device is used for recording the geographical position track of the operation and maintenance operation and carrying out visual display and analysis on the track on the basis of the electronic map.
2. The system of any of claim 1, wherein the terminal information attributes comprise: terminal numbering, point distribution and fault reporting record.
3. The system of claim 1, wherein the mobile micro-operation device comprises: the system comprises a work order dispatching unit, a work order processing unit, a work order reply unit, an electronic order output unit, a message notification unit and a service early warning unit;
the work order dispatching unit is used for dispatching work orders and comprises a manual dispatching component and an intelligent dispatching component;
the intelligent dispatch component is used for determining operation and maintenance personnel according to fault reporting places and dispatch factors, dispatching work orders corresponding to the guarantee information to the operation and maintenance personnel and carrying out message push notification;
the work order processing unit is used for forming a corresponding work order according to the fault reporting information acquired by the mobile micro fault reporting device and acquiring fault recovery data;
the work order reply unit is used for feeding back a fault processing result;
the electronic bill output unit comprises an electronic signature assembly, a template applying assembly and an electronic bill downloading and printing assembly;
the electronic signature component is used for carrying out electronic signature;
the template sleeve assembly is used for customizing a service order output template and outputting an electronic work order;
the electronic bill downloading and printing component is used for making and outputting an electronic service bill;
the message notification unit is used for pushing processing messages or early warning messages for the working processing nodes;
and the service early warning unit is used for carrying out real-time monitoring and early warning on the work orders within the appointed range according to the early warning rules.
4. The system of claim 1 or 3, wherein the order factor comprises: geographical environment, traffic conditions, the time length of operation and maintenance personnel arriving at the site and the current working state of the operation and maintenance personnel.
5. The system of claim 1, wherein the knowledge sharing device comprises: the system comprises a knowledge publishing unit, a gathering and carding unit, a sharing and pushing unit and a cognition assessment unit;
the knowledge publishing unit is used for publishing knowledge;
the gathering and carding unit is used for forming the cases in operation and maintenance into knowledge, filtering, cleaning, classifying, formatting and storing the knowledge content to form a knowledge sharing base and maintaining the knowledge sharing base;
the sharing pushing unit is used for pushing and sharing the knowledge in the knowledge sharing base and acquiring sharing feedback;
and the cognition assessment unit is used for assessing sharing according to the sharing feedback.
6. The system according to claim 1 or 5, wherein the knowledge comprises: business knowledge, service guide, troubleshooting, and emergency methods.
7. The system of claim 1, wherein the customer linkage comprises: the system comprises a message linkage unit, an intelligent response unit and a satisfaction degree collection unit;
the message linkage unit is used for carrying out message linkage in the service process;
the satisfaction collecting unit is used for pushing a satisfaction survey model and acquiring feedback based on the model after fault reporting processing is finished, and summarizing, counting and analyzing according to the feedback so as to provide an auxiliary decision for improving the satisfaction of customers;
the intelligent response unit is used for providing common problem guide on line by adopting a hierarchical directory knowledge structure based on a knowledge sharing library; and after the problem keywords are acquired, sending out the knowledge information matched with the problem keywords.
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