CN111797211B - Service information searching method, device, computer equipment and storage medium - Google Patents
Service information searching method, device, computer equipment and storage medium Download PDFInfo
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- CN111797211B CN111797211B CN202010418593.9A CN202010418593A CN111797211B CN 111797211 B CN111797211 B CN 111797211B CN 202010418593 A CN202010418593 A CN 202010418593A CN 111797211 B CN111797211 B CN 111797211B
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/33—Querying
- G06F16/332—Query formulation
- G06F16/3329—Natural language query formulation or dialogue systems
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
- G06F16/36—Creation of semantic tools, e.g. ontology or thesauri
- G06F16/367—Ontology
Abstract
The application relates to a service information searching method, a service information searching device, computer equipment and a storage medium. The method comprises the following steps: displaying a service information searching interface; acquiring and transmitting target business problem words input in a business information search interface; when the target business question word is a flow class question, receiving returned business guide information matched with the target business question word; the business guiding information is guiding information which is searched based on a pre-constructed business information knowledge graph and is related to the business described by the target business problem words; displaying a service guide interface corresponding to the service guide information, and sending problem feature information when the problem feature information input in the service guide interface is received; receiving returned service disposal guide details corresponding to the problem feature information and displaying the service disposal guide details; the business disposition guide details are the guide details searched based on the business information knowledge graph. By adopting the method, the service operation efficiency can be improved.
Description
Technical Field
The present application relates to the field of computer technologies, and in particular, to a service information searching method, apparatus, computer device, and storage medium.
Background
During business operation, workers often encounter some unfamiliar problems due to the insufficient experience or knowledge of the workers, and the problems are difficult to quickly solve, which can cause certain obstruction to business operation and reduce the business operation efficiency of the workers.
In the conventional technology, a worker typically manually turns through a plan related to the problem or instructs an experienced colleague to find a suitable method to solve the problem, however, the processing efficiency is very low, and it is difficult to assist the worker to quickly complete the business operation.
Disclosure of Invention
In view of the foregoing, it is desirable to provide a service information searching method, apparatus, computer device, and storage medium capable of improving service operation efficiency.
A method for searching for service information, the method comprising:
displaying a service information searching interface;
acquiring and transmitting target business problem words input in the business information search interface;
when the target business question word is a flow class question, receiving returned business guide information matched with the target business question word; the business guiding information is guiding information which is searched based on a pre-constructed business information knowledge graph and is related to the business described by the target business question;
Displaying a service guide interface corresponding to the service guide information, and sending the problem feature information when receiving the problem feature information input in the service guide interface; the problem feature information is a feature related to the target business problem word;
receiving returned service disposal guide details corresponding to the problem feature information and displaying the service disposal guide details; the business disposition guide details are the guide details searched based on the business information knowledge graph.
In one embodiment, the method further comprises:
when the business guiding information is the preparation information for generating the business disposal guiding details, executing the step of displaying the business guiding interface corresponding to the business guiding information and the subsequent steps;
and when the business guiding information is business handling guiding details, directly displaying the business handling guiding details.
In one embodiment, the obtaining and sending the target service question word input in the service information search interface includes:
acquiring initial business question words manually input in the business information search interface, and sending the initial business question words to a server; the initial business problem words are used for indicating the server to search the business problem words matched with the initial business problem words from the business information knowledge graph and return the business problem words;
Receiving and displaying the business question words returned by the server;
and obtaining any one selected from the displayed business question words and the initial business question words, obtaining target business question words, and sending the target business question words.
In one embodiment, the receiving and displaying returned service treatment guidance details corresponding to the problem feature information includes:
when the problem feature information is object state association information, receiving returned service treatment guide details corresponding to an object state associated with the object state association information and displaying the service treatment guide details;
the object state is the state of the object aimed at by the target business question.
In one embodiment, the object state related information is a service early warning number; the object state associated with the object state associated information is the state of an object pre-warned by a service pre-warning event characterized by the service pre-warning number; the object aimed by the target business problem word is the object pre-warned by the business pre-warning event.
In one embodiment, the method further comprises:
displaying a business guide evaluation page; the business guide evaluation page comprises business guide process description information and a business guide evaluation inlet; the business guiding process description information is used for describing at least part of the process of determining the business handling guiding details according to the problem characteristic information;
Receiving evaluation content for the business direction process input at the business direction evaluation inlet;
and uploading the evaluation content when a trigger operation for an evaluation submission entry is received.
In one embodiment, the method further comprises:
when the target business question word is a question-answer type question, receiving and displaying a returned business association diagram which is searched based on a business information knowledge graph and corresponds to the target business question word;
the service association graph comprises a center service information node, at least one sub-service information node and edges between the center service information node and each sub-service information node; the side is used for representing the relation between the center service information node and each sub service information node;
the central service information node is a service information node hit by the target service problem word in the service information knowledge graph; the sub-service information nodes are the hit sub-nodes of the service information nodes in the service information knowledge graph.
A traffic information searching apparatus, the apparatus comprising:
the interface display module is used for displaying a service information search interface;
The problem acquisition module is used for acquiring and transmitting target business problem words input in the business information search interface;
the guide information acquisition module is used for receiving returned service guide information matched with the target service question word when the target service question word is a flow class question; the business guiding information is guiding information which is searched based on a pre-constructed business information knowledge graph and is related to the business described by the target business question;
the problem feature acquisition module is used for displaying a service guide interface corresponding to the service guide information and sending the problem feature information when receiving the problem feature information input in the service guide interface; the problem feature information is a feature related to the target business problem word;
the disposal guide acquisition module is used for receiving returned service disposal guide details corresponding to the problem characteristic information and displaying the service disposal guide details; the business disposition guide details are the guide details searched based on the business information knowledge graph.
A computer device comprising a memory and a processor, the memory having stored therein a computer program which, when executed by the processor, causes the processor to perform the steps of the business information searching method according to the embodiments of the present application.
A computer readable storage medium having a computer program stored thereon, which when executed by a processor causes the processor to perform the steps in the service information searching method according to the embodiments of the present application.
According to the business information searching method, the device, the computer equipment and the storage medium, when the target business problem word input in the business information searching interface is a process problem, the business guiding information matched with the target business problem word and searched in the business information knowledge graph and the corresponding business guiding interface are received, and the business handling guiding details searched in the business information knowledge graph are acquired through the problem characteristic information input in the business guiding interface, so that a plan related to the problem does not need to be manually browsed or a worker with experience needs to teach, and the business handling guiding details can be automatically searched in the business information knowledge graph and displayed, so that the business operation efficiency can be improved.
Drawings
FIG. 1 is an application environment diagram of a business information search method in one embodiment;
FIG. 2 is a flow chart of a method for searching business information in one embodiment;
FIG. 3 is a schematic diagram of a business information search interface in one embodiment;
FIG. 4 is a diagram of inputting content in a traffic information search interface, in one embodiment;
FIG. 5 is a schematic diagram of a business direction flow in one embodiment;
FIG. 6 is a schematic diagram of a business guideline evaluation page in one embodiment;
FIG. 7 is a schematic diagram of a knowledge graph of business information in one embodiment;
FIG. 8 (a) is a schematic diagram of a business association diagram in one embodiment;
FIG. 8 (b) is a schematic diagram of a business association diagram in another embodiment;
FIG. 9 is a block diagram of a business information search device in one embodiment;
fig. 10 is a block diagram showing a construction of a service information searching apparatus in another embodiment;
FIG. 11 is an internal block diagram of a computer device in one embodiment.
Detailed Description
The present application will be described in further detail with reference to the drawings and examples, in order to make the objects, technical solutions and advantages of the present application more apparent. It should be understood that the specific embodiments described herein are for purposes of illustration only and are not intended to limit the scope of the application.
The service information searching method provided by the application can be applied to an application environment shown in figure 1. Wherein the terminal 102 communicates with the server 104 via a network. The terminal 102 performs interface display and sends the input information to the server 104, the server 104 stores a pre-constructed business information knowledge graph, the server 104 searches for matched information from the business information knowledge graph according to the information sent by the terminal 102 and returns the searched information to the terminal 102, and the terminal 102 displays the searched information. The terminal 102 may be, but not limited to, various personal computers, notebook computers, smartphones, tablet computers, and portable wearable devices, and the server 104 may be implemented by a stand-alone server or a server cluster composed of a plurality of servers.
In one embodiment, as shown in fig. 2, a service information searching method is provided, and the method is applied to the terminal in fig. 1 for illustration, and includes the following steps:
s202, a service information search interface is displayed.
The service information searching interface is an interface for searching information related to a service.
In one embodiment, the business information search interface may include at least one of a target business problem word manual entry (e.g., 302 in FIG. 3), a business information search instruction trigger entry (e.g., 304 in FIG. 3), a target business problem word recommendation area (e.g., 306 in FIG. 3), a voice entry (e.g., 308 in FIG. 3), and the like.
S204, obtaining and transmitting the target business problem words input in the business information search interface.
The target business question words are business question words which are to be searched and related to business information.
Specifically, the terminal acquires a target business question word input in a business information search interface, and sends the target business question word to the server.
In one embodiment, the target business problem word may be one word or a plurality of words. In one embodiment, the target business question word may be a plurality of independent words or may be a sentence composed of a plurality of words. In other embodiments, the target business problem word may be a word described in a conventional natural language, or may be a search word in the form of an expression, i.e., a search expression.
In one embodiment, the target business question word entered in the business information search interface may be a manually entered business question word. In one embodiment, the manually entered business problem word may be a text-form business problem word (text is directly entered in 302 of fig. 3) or a voice-entered business problem word (click 308 of fig. 3 for voice input, and the terminal converts the received voice into text and displays it in 302).
In one embodiment, the target business question word entered in the business information search interface may also be a selected business question word from the recommended business question words (the business question words shown in 306 in FIG. 3). The recommended business question words may be recommended business question words with high similarity to manually input business question words, or recommended business question words with high similarity to target business question words searched in the past.
S206, when the target business question word is a flow class question, receiving returned business guide information matched with the target business question word; the business guiding information is guiding information which is searched based on a pre-constructed business information knowledge graph and related to the business described by the target business problem words.
The flow problems are questions asking the business processing flow or processing mode. For example, the flow class problem may be: the comprehensive business handling duration early warning treatment guide, the recent customs clearance index abnormality, the recent customs clearance check rate analysis and the like.
Specifically, a service information knowledge graph is constructed in a server in advance according to service information materials, wherein the service information knowledge graph comprises service information and relations among the service information. It is understood that the business information knowledge graph includes nodes and edges. Each node represents each service information, and each edge represents a relationship (e.g., an association relationship) between service information.
When the target business problem word is a flow problem, the server searches business guiding information related to the business described by the target business problem word sent by the terminal based on a pre-constructed business information knowledge graph, and returns the searched business guiding information to the terminal.
In one embodiment, when the target service problem word is a manually input service problem word, the server may search service information with the highest similarity to the target service problem word from a pre-constructed service information knowledge graph, search service guide information related to the service information from the service information knowledge graph, and return the service guide information to the terminal.
In one embodiment, when the target business problem word is a business problem word selected from the recommended business problem words, the server searches business guide information related to the target business problem word from the business information knowledge graph and returns the business guide information to the terminal.
S208, displaying a service guide interface corresponding to the service guide information, and sending the problem feature information when the problem feature information input in the service guide interface is received; question feature information is a feature related to a target business question word.
The business guiding interface is used for inputting problem characteristic information to generate business disposal guiding details.
The problem feature information is a feature related to the target service problem word, and it can be understood that according to the problem feature information, the specific situation of the service described by the target service problem word can be further determined. Such as: the target business problem word is 'comprehensive business handling duration early warning treatment guidance', the input problem characteristic information can be a business early warning number, and the specific condition of early warning can be further determined according to the business early warning number. For another example: the target service problem word is "overtime of the central control vehicle rest platform in the sentry exit", the input problem characteristic information can be overtime time, and the specific overtime condition of the central control vehicle can be further determined according to the overtime time.
Specifically, the terminal generates and displays a service guide interface corresponding to the service guide information according to the service guide information, and sends the problem feature information to the server when receiving the problem feature information input in the service guide interface.
In one embodiment, the terminal determines the type of the problem feature information to be input according to the service guiding information, and prompts to input the problem feature information conforming to the type of the problem feature information in the service guiding interface.
S210, receiving and displaying returned service treatment guide details corresponding to the problem characteristic information. The business disposition guide details are the guide details searched based on the business information knowledge graph.
Specifically, the server searches service disposition guiding details corresponding to the problem feature information from the service information knowledge graph according to the problem feature information sent by the terminal, the searched service disposition guiding details are returned to the terminal, and the terminal displays the received service disposition guiding details returned by the server.
In one embodiment, the terminal may simultaneously display at least one of information of an expert providing the business disposition details and update time of the business disposition details when displaying the business disposition details.
In the service information searching method, the target service problem words input in the service information searching interface are acquired and sent, when the target service problem words are process problems, the returned service guide information matched with the target service problem words is received, the service guide interface corresponding to the service guide information is displayed, when the problem feature information input in the service guide interface is received, the problem feature information is sent, the returned service treatment guide details corresponding to the problem feature information are received and displayed, the service guide information and the service treatment guide details are searched based on the service information knowledge graph, and therefore, the service treatment guide and the service treatment guide details can be automatically searched and displayed from the service information knowledge graph without manually searching a plan related to the problem or asking experienced colleagues, and therefore service operation efficiency can be improved.
In one embodiment, when the business guide information is the preparation information for generating the business disposal guide details, executing the step of displaying the business guide interface corresponding to the business guide information and the subsequent steps; when the business guiding information is business handling guiding details, the business handling guiding details are directly displayed.
It will be appreciated that the preliminary information used to generate the business trip details means that this information is not the business trip details that are ultimately presented, but rather that further input of problem feature information is required to obtain the business trip details.
In particular, the traffic guidance information may be provisioning information or traffic treatment guidance details for generating the traffic treatment guidance details. When the service guide information is the preliminary information for generating the service treatment guide details, the terminal executes the step of displaying the service guide interface corresponding to the service guide information, and when the problem feature information input in the service guide interface is received, the terminal sends the problem feature information, receives the returned service treatment guide details corresponding to the problem feature information, and displays the service treatment guide details (i.e. executes steps S208 and S210). When the business guiding information is business handling guiding details, the terminal directly displays the business handling guiding details.
In this embodiment, different processing can be performed according to specific situations of the service guide information, so as to display service handling guide details, and the displayed service handling guide details are more targeted.
In one embodiment, step S204 specifically includes the steps of: acquiring initial business question words manually input in a business information search interface, and sending the initial business question words to a server; the initial business problem words are used for indicating the server to search the business problem words matched with the initial business problem words in the business information knowledge graph and returning the business problem words; receiving and displaying the service question words returned by the server; and obtaining any one selected from the displayed business question words and the initial business question words, obtaining target business question words, and sending the target business question words.
The initial business question words are manually input in the business information search interface, and whether the initial business question words are target business question words or not is not determined yet.
Specifically, the terminal acquires an initial business question word manually input in the business information search interface, and sends the initial business question word to the server. The server searches the business problem words matched with the initial business problem words in the business information knowledge graph and returns the searched business problem words to the terminal. The terminal takes the business question words received from the server as recommended business question words and displays the recommended business question words. The terminal obtains any one selected from the displayed business question words (i.e. recommended business question words) and the initial business question words, and obtains the target business question words. And the terminal sends the target business problem word to the server.
In one embodiment, the user may select a recommended service question word, and the terminal may search for the selected recommended service question word as a target service question word.
In one embodiment, the user may trigger entry (e.g., 304 in fig. 3) by clicking on the business information search instruction, and the terminal may search for the initial business problem word as the target business problem word.
It is understood that the recommended business problem words include at least one business problem word. In one embodiment, when the recommended service issue word is a service issue word, the recommended service issue word may be the service issue word with the highest similarity to the initial service issue word found in the service information knowledge graph by the server.
As shown in fig. 4, the initial business problem word manually input in the business information search interface of the terminal is "i receive a comprehensive business handling duration early warning, but i cannot find the report, what should be? And the terminal sends the initial business problem word to the server, and the server searches the business problem word 'comprehensive business handling time early warning disposal guide' matched with the initial business problem word from the business information knowledge graph as a recommended business problem word and returns the recommended business problem word to the terminal, and the terminal displays the recommended business problem word. The option to continue searching for manual input "i receive a comprehensive business handling duration pre-warning, but i cannot find the customs clearance, what should we do? And the method can also select the recommended search service question word 'comprehensive service handling time early warning disposal guide', wherein the selected search service question word is a target service question word, and the terminal sends the target service question word to the server.
In this embodiment, the terminal obtains any one selected from the displayed service question words (recommended service question words) and the initial service question words, obtains the target service question words, and sends the target service question words, so that not only can the manually input service question words be searched, but also the recommended service question words can be searched, and the service information can be searched more conveniently and flexibly.
In one embodiment, step S210 receives and displays returned service disposition guide details corresponding to the problem feature information, and specifically includes the following steps: and when the problem characteristic information is the object state association information, receiving and displaying returned service treatment guide details corresponding to the object state associated with the object state association information.
The object state is the state of the object aimed at by the target business question word. The object state association information is information that is related to the object state and is used to determine the object state.
Specifically, when the problem feature information is object state association information, the server determines an object state associated with the object state association information according to the object state association information, searches service handling guide details corresponding to the object state from the service information knowledge graph, and returns the searched service handling guide details to the terminal. And the terminal receives and displays the service treatment guide details returned by the server.
It can be understood that different problem feature information can correspond to different object states, so that service treatment guide details corresponding to the object states can be determined according to the object states.
In this embodiment, the corresponding object state can be determined according to the problem feature information, and then the service handling guidance details corresponding to the object state are determined, so that service guidance can be provided more specifically and more accurately, and service operation efficiency is improved.
In one embodiment, the object state association information is a business pre-warning number. The object state associated with the object state associated information is the state of the object pre-warned by the service pre-warning event characterized by the service pre-warning number. The object aimed by the target business problem word is the object pre-warned by the business pre-warning event.
The following is illustrative: assuming that the target business problem word is 'comprehensive business handling time early warning treatment guidance', and the problem feature information to be input is a business early warning number. Different service early warning numbers may be associated with different object states, such as: when the service early warning number is 001, the object state is that the list is deleted; and when the service early warning number is 002, the object state is that the list is actually transacted. Different object states may correspond to different traffic handling guideline details. Such as: the details of the service disposal guide corresponding to the deleted list are "please enter a new comprehensive system, the present data is queried, the customs clearance number is selected, the customs clearance number is output, and the query is clicked, so that the certificate can be printed. "; the service disposition guide details corresponding to the actual transaction of the bill are "please enter a new comprehensive flat system, the present data is queried, the customs clearance number is selected, the customs clearance number is output, and the workflow is queried, so that the bill can be verified. The specific business guiding flow is shown in fig. 5.
In one embodiment, at least one of information of an expert who provides the business guide (e.g., "Zhang Sanj" in fig. 5) and a business guide information update time (e.g., "month 1/day 2020" in fig. 5) may also be acquired.
In this embodiment, the state of the object pre-warned by the service pre-warning event represented by the service pre-warning number is determined according to the service pre-warning number, and the service disposition guiding details corresponding to the object state are determined according to the object state, so that service guiding can be provided more specifically and more accurately, and service operation efficiency is improved.
In one embodiment, the method further comprises the steps of: displaying a business guide evaluation page; the business guiding evaluation page comprises business guiding process description information and a business guiding evaluation inlet; business guideline procedure description information for describing at least part of the procedure of determining business disposition guideline details according to the question feature information; receiving evaluation content for a business guideline process input at a business guideline evaluation inlet; and uploading the evaluation content when a trigger operation for the evaluation submission portal is received.
The business guide evaluation page is used for displaying and evaluating the business guide process. The business guideline evaluation portal is a portal for inputting evaluation contents for business guideline.
In one embodiment, the business guideline process description information includes at least one of question feature information, an object state associated with the question feature information, business disposition guideline details, expert information, and business guideline update time.
As shown in fig. 6, the terminal displays a service guide evaluation page, 602 is service guide process description information, and 604 is a service guide evaluation entry. The description information of the business guiding process 602 shows the input business early warning number (problem feature information), the object state associated with the business early warning number and the business handling guiding details. The business guideline procedure description information 602 may also show information of an expert providing the business disposition guideline details, update time of the business disposition guideline details, and the like. In the service guide evaluation portal 604, characters may be manually input for evaluation, or scoring, star evaluation, etc. may be selected. When the terminal receives a trigger operation for the submit option in fig. 6, the evaluation content input in the business guideline evaluation portal is uploaded.
In the embodiment, the service guiding process can be evaluated, so that the service information in the service information knowledge graph is urged to be updated and optimized continuously, and high-quality service guiding is provided.
In one embodiment, the method further comprises the steps of: and when the target business question word is a question-answer type question, receiving and displaying a returned business association diagram which is searched based on the business information knowledge graph and corresponds to the target business question word.
The service association diagram comprises a center service information node, at least one sub-service information node and edges between the center service information node and each sub-service information node. And the edges are used for representing the relation between the center service information node and each sub service information node. The central service information node is the service information node hit by the target service problem word in the service information knowledge graph. The sub-service information nodes are the sub-nodes of the hit service information nodes in the service information knowledge graph.
The question and answer type questions are questions for asking the associated information of the target business question words.
In one embodiment, the question-answer class questions may be business question words other than flow class questions. In other embodiments, other questions besides question and answer questions and flow questions may also be entered.
Specifically, when the target service question word is a question-answer type question, the server receives the target service question word sent by the terminal, searches a service information node (i.e. hit service information node) matched with the target service question word in the service information knowledge graph as a central service information node, searches sub-nodes of the central service information node and relations between the central service information node and all the sub-service information nodes, forms a service association graph by the central service information node, the sub-service information nodes and relations between the central service information node and all the sub-service information nodes, and returns the service association graph to the terminal.
In one embodiment, the service information is stored in a form shown in fig. 7 in the service information knowledge graph, each node in the graph is a service information node, and edges between the nodes represent relationships between service information represented by the service information nodes. Assuming that the target service problem word is a "new infrastructure", the server finds a service information node "new infrastructure" matching the target service problem word in the service information knowledge graph as a central service information node, and finds a child node of the "new infrastructure" as a child service information node (such as an "extra-high voltage", "large data center" and "5G base station" in fig. 8 (a)), and a relationship between the central service information node and the child service information node (such as a relationship marked on an edge in fig. 8 (a)), to form a service association graph as shown in fig. 8 (a).
In one embodiment, when the terminal receives a trigger operation for a sub-service information node in the service association graph, the sub-service information node is sent to the server. The server searches the sub-node of the sub-service information node in the service information knowledge graph to serve as a new sub-service information node, takes the original sub-service information node as a new center service information node, forms a new service association graph according to the relationship between the new center service information node and the new sub-service information node, returns the new service association graph to the terminal, and displays the new service association graph by the terminal. Assuming that the terminal receives a trigger operation for the "5G base station" in the service association diagram shown in fig. 8 (a), the new service association diagram is shown in fig. 8 (B), and the "5G base station" is a new central service information node, and associates a plurality of sub service information nodes (such as "a company", "B department" and "clear water river in fig. 8 (B) that show the" 5G base station ") with each sub service information node, and the relationship between the" 5G base station "and each sub service information node. Further, when the terminal receives a trigger operation for a sub-service information node in the new service association diagram as shown in fig. 8 (b), the service association diagram with the sub-service information node as a new central service information node is displayed. And the like, the method can be triggered step by step, and the lower-level associated information of the sub-service information node is displayed.
In the embodiment, the sub-business information of the target business problem words and the relation between the target business problem words and the sub-business information are displayed in the form of a business association diagram, so that the association information of the target business problem words can be intuitively displayed, and the business operation efficiency is improved.
It should be understood that, although the steps in the flowchart of fig. 2 are shown in sequence as indicated by the arrows, the steps are not necessarily performed in sequence as indicated by the arrows. The steps are not strictly limited to the order of execution unless explicitly recited herein, and the steps may be executed in other orders. Moreover, at least a portion of the steps in fig. 2 may include a plurality of steps or stages, which are not necessarily performed at the same time, but may be performed at different times, and the order of the steps or stages is not necessarily sequential, but may be performed in rotation or alternatively with at least a portion of the steps or stages in other steps or other steps.
In one embodiment, as shown in fig. 9, there is provided a service information searching apparatus 900, including: an interface presentation module 902, a question acquisition module 904, a guideline information acquisition module 906, a question feature acquisition module 908, and a treatment guideline acquisition module 910, wherein:
The interface display module 902 is configured to display a service information search interface.
And the problem acquisition module 904 is used for acquiring and transmitting the target business problem words input in the business information search interface.
The guide information obtaining module 906 is configured to receive returned service guide information matched with the target service question word when the target service question word is a process question; the business guiding information is guiding information which is searched based on a pre-constructed business information knowledge graph and related to the business described by the target business problem words.
The question feature acquisition module 908 is configured to display a service guide interface corresponding to the service guide information, and send question feature information when receiving the question feature information input in the service guide interface; question feature information is a feature related to a target business question word.
A disposition index acquisition module 910, configured to receive and display returned service disposition index details corresponding to the problem feature information; the business disposition guide details are the guide details searched based on the business information knowledge graph.
In one embodiment, the treatment guideline acquisition module 910 is further configured to perform a step of displaying a service guideline interface corresponding to the service guideline information and a subsequent step when the service guideline information is preliminary information for generating the service treatment guideline details; when the business guiding information is business handling guiding details, the business handling guiding details are directly displayed.
In one embodiment, the problem obtaining module 904 is further configured to obtain an initial business problem word manually input in the business information search interface, and send the initial business problem word to the server; the initial business problem words are used for indicating the server to search the business problem words matched with the initial business problem words in the business information knowledge graph and returning the business problem words; receiving and displaying the service question words returned by the server; and obtaining any one selected from the displayed business question words and the initial business question words, obtaining target business question words, and sending the target business question words.
In one embodiment, the treatment guideline acquisition module 910 is further configured to, when the problem feature information is object state association information, receive and display returned service treatment guideline details corresponding to an object state associated with the object state association information. The object state is the state of the object aimed at by the target business question word.
In one embodiment, the object state association information is a business pre-warning number. The object state associated with the object state associated information is the state of the object pre-warned by the service pre-warning event characterized by the service pre-warning number. The object aimed by the target business problem word is the object pre-warned by the business pre-warning event.
In one embodiment, the service information searching apparatus 900 further includes:
the service guide evaluation module 912 is configured to display a service guide evaluation page; the business guiding evaluation page comprises business guiding process description information and a business guiding evaluation inlet; business guideline procedure description information for describing at least part of the procedure of determining business disposition guideline details according to the question feature information; receiving evaluation content for a business guideline process input at a business guideline evaluation inlet; and uploading the evaluation content when a trigger operation for the evaluation submission portal is received.
In one embodiment, as shown in fig. 10, the service information searching apparatus 900 further includes:
the question-answering module 914 is configured to receive and display a returned service association diagram that is found based on the service information knowledge graph and corresponds to the target service question word when the target service question word is a question-answering question; the service association graph comprises a center service information node, at least one sub-service information node and edges between the center service information node and each sub-service information node; the edges are used for representing the relation between the center service information nodes and each sub service information node; the central service information node is a service information node hit by the target service problem word in the service information knowledge graph; the sub-service information nodes are the sub-nodes of the hit service information nodes in the service information knowledge graph.
In the service information searching device, the target service problem words input in the service information searching interface are acquired and sent, when the target service problem words are process problems, the returned service guide information matched with the target service problem words is received, the service guide interface corresponding to the service guide information is displayed, when the problem feature information input in the service guide interface is received, the problem feature information is sent, the returned service treatment guide details corresponding to the problem feature information are received and displayed, the service guide information and the service treatment guide details are searched based on the service information knowledge graph, and therefore, the service treatment guide and the service treatment guide details can be automatically searched and displayed from the service information knowledge graph without manually searching a plan related to the problem or asking experienced colleagues, and therefore service operation efficiency can be improved.
The specific limitation of the service information searching apparatus may be referred to the limitation of the service information searching method hereinabove, and will not be described herein. The respective modules in the service information searching apparatus described above may be implemented in whole or in part by software, hardware, and a combination thereof. The above modules may be embedded in hardware or may be independent of a processor in the computer device, or may be stored in software in a memory in the computer device, so that the processor may call and execute operations corresponding to the above modules.
In one embodiment, a computer device is provided, which may be a terminal, and the internal structure thereof may be as shown in fig. 11. The computer device includes a processor, a memory, a communication interface, a display screen, and an input device connected by a system bus. Wherein the processor of the computer device is configured to provide computing and control capabilities. The memory of the computer device includes a non-volatile storage medium and an internal memory. The non-volatile storage medium stores an operating system and a computer program. The internal memory provides an environment for the operation of the operating system and computer programs in the non-volatile storage media. The communication interface of the computer device is used for carrying out wired or wireless communication with an external terminal, and the wireless mode can be realized through WIFI, an operator network, NFC (near field communication) or other technologies. The computer program is executed by a processor to implement a business information searching method. The display screen of the computer equipment can be a liquid crystal display screen or an electronic ink display screen, and the input device of the computer equipment can be a touch layer covered on the display screen, can also be keys, a track ball or a touch pad arranged on the shell of the computer equipment, and can also be an external keyboard, a touch pad or a mouse and the like.
It will be appreciated by those skilled in the art that the structure shown in FIG. 11 is merely a block diagram of some of the structures associated with the present inventive arrangements and is not limiting of the computer device to which the present inventive arrangements may be applied, and that a particular computer device may include more or fewer components than shown, or may combine some of the components, or have a different arrangement of components.
In an embodiment, there is also provided a computer device comprising a memory and a processor, the memory having stored therein a computer program, the processor implementing the steps of the method embodiments described above when the computer program is executed.
In one embodiment, a computer-readable storage medium is provided, on which a computer program is stored which, when executed by a processor, carries out the steps of the method embodiments described above.
Those skilled in the art will appreciate that implementing all or part of the above described methods may be accomplished by way of a computer program stored on a non-transitory computer readable storage medium, which when executed, may comprise the steps of the embodiments of the methods described above. Any reference to memory, storage, database, or other medium used in embodiments provided herein may include at least one of non-volatile and volatile memory. The nonvolatile Memory may include Read-Only Memory (ROM), magnetic tape, floppy disk, flash Memory, optical Memory, or the like. Volatile memory can include random access memory (Random Access Memory, RAM) or external cache memory. By way of illustration, and not limitation, RAM can be in the form of a variety of forms, such as static random access memory (Static Random Access Memory, SRAM) or dynamic random access memory (Dynamic Random Access Memory, DRAM), and the like.
The technical features of the above embodiments may be arbitrarily combined, and all possible combinations of the technical features in the above embodiments are not described for brevity of description, however, as long as there is no contradiction between the combinations of the technical features, they should be considered as the scope of the description.
The above examples illustrate only a few embodiments of the application, which are described in detail and are not to be construed as limiting the scope of the application. It should be noted that it will be apparent to those skilled in the art that several variations and modifications can be made without departing from the spirit of the application, which are all within the scope of the application. Accordingly, the scope of protection of the present application is to be determined by the appended claims.
Claims (10)
1. A method for searching service information, the method comprising:
displaying a service information searching interface;
acquiring and transmitting target business problem words input in the business information search interface;
when the target business question word is a flow class question, receiving returned business guide information matched with the target business question word; the business guiding information is guiding information which is searched based on a pre-constructed business information knowledge graph and is related to the business described by the target business question;
Displaying a service guide interface corresponding to the service guide information, and sending the problem feature information when receiving the problem feature information input in the service guide interface; the problem feature information is a feature related to the target business problem word;
receiving returned service disposal guide details corresponding to the problem feature information and displaying the service disposal guide details; the business disposition guide details are the guide details searched based on the business information knowledge graph.
2. The method according to claim 1, wherein the method further comprises:
when the business guiding information is the preparation information for generating the business disposal guiding details, executing the step of displaying the business guiding interface corresponding to the business guiding information and the subsequent steps;
and when the business guiding information is business handling guiding details, directly displaying the business handling guiding details.
3. The method of claim 1, wherein the acquiring and transmitting the target business question word input in the business information search interface comprises:
acquiring initial business question words manually input in the business information search interface, and sending the initial business question words to a server; the initial business problem words are used for indicating the server to search the business problem words matched with the initial business problem words from the business information knowledge graph and return the business problem words;
Receiving and displaying the business question words returned by the server;
and obtaining any one selected from the displayed business question words and the initial business question words, obtaining target business question words, and sending the target business question words.
4. The method of claim 1, wherein the receiving and presenting returned business disposition details corresponding to the issue feature information comprises:
when the problem feature information is object state association information, receiving returned service treatment guide details corresponding to an object state associated with the object state association information and displaying the service treatment guide details;
the object state is the state of the object aimed at by the target business question.
5. The method of claim 4, wherein the object state association information is a service early warning number; the object state associated with the object state associated information is the state of an object pre-warned by a service pre-warning event characterized by the service pre-warning number; the object aimed by the target business problem word is the object pre-warned by the business pre-warning event.
6. The method according to claim 1, wherein the method further comprises:
Displaying a business guide evaluation page; the business guide evaluation page comprises business guide process description information and a business guide evaluation inlet; the business guiding process description information is used for describing at least part of the process of determining the business handling guiding details according to the problem characteristic information;
receiving evaluation content for the business direction process input at the business direction evaluation inlet;
and uploading the evaluation content when a trigger operation for an evaluation submission entry is received.
7. The method according to any one of claims 1 to 6, further comprising:
when the target business question word is a question-answer type question, receiving and displaying a returned business association diagram which is searched based on a business information knowledge graph and corresponds to the target business question word;
the service association graph comprises a center service information node, at least one sub-service information node and edges between the center service information node and each sub-service information node; the side is used for representing the relation between the center service information node and each sub service information node;
The central service information node is a service information node hit by the target service problem word in the service information knowledge graph; the sub-service information nodes are the hit sub-nodes of the service information nodes in the service information knowledge graph.
8. A service information searching apparatus, the apparatus comprising:
the interface display module is used for displaying a service information search interface;
the problem acquisition module is used for acquiring and transmitting target business problem words input in the business information search interface;
the guide information acquisition module is used for receiving returned service guide information matched with the target service question word when the target service question word is a flow class question; the business guiding information is guiding information which is searched based on a pre-constructed business information knowledge graph and is related to the business described by the target business question;
the problem feature acquisition module is used for displaying a service guide interface corresponding to the service guide information and sending the problem feature information when receiving the problem feature information input in the service guide interface; the problem feature information is a feature related to the target business problem word;
The disposal guide acquisition module is used for receiving returned service disposal guide details corresponding to the problem characteristic information and displaying the service disposal guide details; the business disposition guide details are the guide details searched based on the business information knowledge graph.
9. A computer device comprising a memory and a processor, the memory storing a computer program, characterized in that the processor implements the steps of the method of any of claims 1 to 7 when the computer program is executed.
10. A computer readable storage medium, on which a computer program is stored, characterized in that the computer program, when being executed by a processor, implements the steps of the method of any of claims 1 to 7.
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| CN115438995B (en) * | 2022-09-21 | 2023-10-10 | 青岛酷特智能股份有限公司 | Business processing method and equipment for clothing customization enterprise based on knowledge graph |
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