CN112085266A - Government affair data processing method and device, electronic equipment and storage medium - Google Patents
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Abstract
The embodiment of the invention discloses a government affair data processing method and device, electronic equipment and a storage medium. The method comprises the following steps: acquiring multimedia information collected by a target user in a historical service handling process and historical service data handled by the target user; and predicting the service data to be managed of the target user according to the multimedia information of the target user and the historical service data. By operating the technical scheme provided by the embodiment of the invention, the prediction accuracy of the service to be transacted of the user can be improved.
Description
Technical Field
The embodiment of the invention relates to the internet technology, in particular to a government affair data processing method and device, electronic equipment and a storage medium.
Background
With the development of society and technology, internet technology is beginning to play more and more important roles in daily life and work scenes of people.
With the increasing refinement and complexity of government public management service division, the internet technology is applied to government affairs work, the mode of the original window and service hotline is broken through, and the full media access is realized: the system comprises but not limited to all media forms such as telephone, microblog, WeChat, website, APP, mail, short message and video, the opinions and suggestions of the majority of citizens can be received more widely, and the manpower deficiency of government affair service personnel can be effectively relieved.
However, there are problems that citizens use multiple channels to respond to the same problem and increase the weighted evaluation of the backend system to the problem, thereby influencing the decision of the government on the problem, or multiple nausea complaints occupy public resources and cannot provide a high-priority solution to the problem.
Disclosure of Invention
The embodiment of the invention provides a government affair data processing method and device, electronic equipment and a storage medium, which can improve the prediction accuracy of a business to be transacted of a user.
In a first aspect, an embodiment of the present invention provides a government affair data processing method, including:
acquiring multimedia information collected by a target user in a historical service handling process and historical service data handled by the target user;
and predicting the service data to be managed of the target user according to the multimedia information of the target user and the historical service data.
Preferably, the multimedia information includes audio information, image information and interactive text;
predicting the business data to be managed of the target user according to the multimedia information of the target user and the historical business data, wherein the predicting comprises the following steps:
processing the audio information through a voiceprint recognition technology to obtain the voiceprint characteristics of the target user;
processing the image information through an image recognition technology to determine the facial features and the action features of the target user;
analyzing the interactive text through a natural voice processing technology to determine the intention of the target user;
and predicting the business data to be managed of the target user according to the voiceprint feature, the facial feature, the action feature, the intention and the historical business data of the target user.
Preferably, the predicting the to-do business data of the target user according to the multimedia information of the target user and the historical business data includes:
and if the frequency of handling any service type by the target user in the historical period is detected to be greater than a frequency threshold value according to the multimedia information of the target user and the historical service data, taking the service type as the service type to be handled by the target user, and determining the time to be handled according to the historical handling time of the service type.
Preferably, the method further comprises:
obtaining the service problem type fed back by the target user;
determining the coincidence degree between the service problem type fed back by the target user and the service problem type fed back by other users in the same region;
and determining the credibility of the target user according to the contact ratio.
Preferably, the method further comprises:
taking the service problem types fed back from other users in the same region as candidate service problem types;
and selecting a target service problem type associated with the target user from the candidate service problem types according to the feedback frequency of the candidate service problem types.
In a second aspect, an embodiment of the present invention further provides a government affair data processing apparatus, including:
the historical data acquisition module is used for acquiring multimedia information acquired by a target user in a historical service transaction process and historical service data transacted by the target user;
and the pending service prediction module is used for predicting the pending service data of the target user according to the multimedia information of the target user and the historical service data.
Preferably, the to-do service prediction module includes: a voiceprint recognition unit, an image recognition unit and a speech processing unit, wherein,
the voiceprint recognition unit is used for processing the audio information through a voiceprint recognition technology to obtain the voiceprint characteristics of the target user;
the image recognition unit is used for processing the image information through an image recognition technology and determining the facial features and the action features of the target user;
and the voice processing unit is used for analyzing the interactive text through a natural voice processing technology and determining the intention of the target user.
Preferably, the to-do service prediction module further includes: and the frequency detection unit is used for taking the service type as the to-be-handled service type of the target user when detecting that the frequency of handling any service type by the target user in the historical period is greater than a frequency threshold value, and determining the to-be-handled time according to the historical handling time of the service type.
Preferably, the government affairs data processing device further includes:
the service type acquisition module is used for acquiring the service problem type fed back by the target user;
the contact ratio determining module is used for determining the contact ratio between the service problem type fed back by the target user and the service problem type fed back by other users in the same region;
and the credibility determining module is used for determining the credibility of the target user according to the contact ratio.
And the user associated service selection module is used for selecting the target service problem type associated with the target user from the candidate service problem types according to the feedback frequency of the candidate service problem types by taking the service problem types fed back from other users in the same area as the candidate service problem types.
In a third aspect, an embodiment of the present invention further provides an electronic device, where the electronic device includes:
one or more processors;
a storage device for storing one or more programs,
when the one or more programs are executed by the one or more processors, the one or more processors are caused to implement the government data processing method as described above.
In a fourth aspect, embodiments of the present invention also provide a computer-readable storage medium, on which a computer program is stored, which when executed by a processor implements the government affair data processing method as described above.
According to the embodiment of the invention, the multimedia information collected by the target user in the service transaction process in the historical period and the historical service data transacted by the target user are obtained, and the service data to be handled of the target user is predicted according to the multimedia information of the target user and the historical service data, so that the prediction accuracy of the service to be handled of the user is improved, and unnecessary government resource waste is avoided.
Drawings
Fig. 1 is a flowchart of a government affairs data processing method according to an embodiment of the present invention;
fig. 2 is a schematic structural diagram of a government affairs data processing device according to a second embodiment of the present invention;
fig. 3a is a schematic structural diagram of a government affairs data processing system according to a third embodiment of the present invention;
fig. 3b is a schematic diagram of government affairs data processing according to a third embodiment of the present invention;
fig. 4 is a schematic structural diagram of an electronic device according to a fourth embodiment of the present invention.
Detailed Description
The present invention will be described in further detail with reference to the accompanying drawings and examples. It is to be understood that the specific embodiments described herein are merely illustrative of the invention and are not limiting of the invention. It should be further noted that, for the convenience of description, only some of the structures related to the present invention are shown in the drawings, not all of the structures.
Example one
Fig. 1 is a flowchart of a government affair data processing method according to an embodiment of the present invention, which is applicable to a situation where a government worker or a government affair data processing robot transacts service to citizens. The government affair data processing method provided by this embodiment may be executed by the government affair data processing device provided by the embodiment of the present invention, and the device may be implemented in a software and/or hardware manner and integrated in a computer device for executing the method, where the computer device may be various intelligent interactive terminals configured or connected with an intelligent camera, and the like. Specifically, referring to fig. 1, the method may include the steps of:
s110, multimedia information collected by a target user in a historical service handling process and historical service data handled by the target user are obtained.
The target user may be a citizen to be served, such as a citizen with a consultation requirement or a citizen with a complaint requirement. Specifically, the community may be yellow ladies who want to consult social security information, or mr. thank you who want to complain about road construction at midnight to affect sleep.
The historical period is a period prior to the current period. The multimedia information collected during the historical period transaction process may include audio information, image information, and interactive text. Optionally, the audio information may be a target user sound collected by a microphone or a sound pickup arranged on the government affair data processing robot; the image information can be a human body image of the target user acquired by an intelligent camera or connected intelligent camera equipment which is configured on the government affair data processing robot under the control of the government affair data processing robot; the interactive text can be corresponding text information generated according to interactive contents in the human-computer interaction process. The detection end can be used for triggering switch detection, and when a target user is close to the government affair data processing robot, the corresponding acquired information switch is triggered to trigger acquisition. For example, when a user approaches to a government affair data processing robot, a trigger button on the head of the robot is pressed, and the acquisition module is triggered to acquire multimedia information. Or in this embodiment, the intelligent camera or the intelligent camera device can be directly used as a detection end to collect image information of a certain position of the surrounding environment in real time, and when it is collected that a user enters the lens, it is equivalent to detect that a target user wants to handle a service, and at this time, the collection module is triggered to collect multimedia information. The collected audio information, image information and interactive text are stored in a historical database after signal processing.
The historical service data is historical record data of the service transacted by the target user before the service transacted at this time, and is stored in a historical database. For example, for yellow women, the history is as follows: and the traffic violation processing service is handled 20 months in 2019, the traffic violation processing service is handled 18 months in 2018, and the social security query service is handled 16 months in 2018, and the like.
In this embodiment, multimedia information collected by a target user during a service transaction process in a historical period and historical service data handled by the target user are obtained.
And S120, predicting the business data to be managed of the target user according to the multimedia information and the historical business data of the target user.
In the embodiment, when the target user transacts business to the municipal service center, the voice print characteristics of the target user can be obtained by processing the audio information through the voice print recognition technology; processing the image information through an image recognition technology to determine the facial features and the action features of the target user; and analyzing the interactive text through a natural voice processing technology to determine the intention of the target user. Optionally, the processed voiceprint information, facial features, and the like of the target user are all bound with the user basic information in the basic information base. The basic information of the user can be pre-stored by the municipal administration, and comprises basic information such as name, birthday, age, mobile phone number, family address, unit name and the like.
Optionally, the business data to be managed of the target user is predicted according to the obtained voiceprint feature, facial feature, action feature, intention and historical business data of the target user.
Preferably, if it is detected that the frequency of handling any service type by the target user in the historical period is greater than the frequency threshold according to the multimedia information and the historical service data of the target user, the service type is used as the service type to be handled by the target user, and the time to be handled is determined according to the historical handling time of the service type.
If the frequency of handling a certain service type by a certain user in the historical period is more than the frequency threshold, the user often needs to handle the service type, and the service type is handled with a high probability next time when the user arrives at the municipal service center. Then, in order to improve the service handling efficiency, the service type may be used as the service type to be handled of the target user, and the corresponding service type label is printed and stored in the label library. Furthermore, the time to be handled can be determined according to the historical handling time of the service type, and corresponding time labels are printed and stored in the label library.
For example, the threshold value of the number of times of transaction of the traffic violation processing service is 3, and the history database records: yellow ladies transact traffic violation processing services in 2019, 12 and 20 months, 18 and 12 months, 2018, 12 and 10 months, 2017 and 18 months, respectively. Therefore, if the frequency of handling the traffic violation processing service in the historical period of the yellow lady is greater than the frequency threshold, the traffic violation processing service can be taken as the type of the service to be handled of the target user, and the label 'traffic violation processing' is added to the yellow lady in the label library. Meanwhile, yellow ladies are subjected to traffic violation business processing in twelve months every year, the driving license of the yellow ladies can be predicted to be approximately at the end of twelve months of annual examination, the traffic violation processing needs to be completed before the annual examination, and therefore the yellow ladies can handle the traffic violation processing business in 12 months every year in the future.
Preferably, the service problem type fed back by the target user is obtained; determining the coincidence degree between the service problem type fed back by the target user and the service problem type fed back by other users in the same region; and determining the credibility of the target user according to the contact ratio.
The service problem type can be obtained through man-machine interaction with the government affair data processing robot. The same area may be the same cell, the same street or the same company, etc. The contact ratio represents the same degree of the business problem types fed back by the target user and the user in the same area with the target user. If the region reflects the same business problem except the target user, other users indicate that the credibility of the target user is high, and the municipal administration can believe that the business problem can be valued and timely processed by using government resources; if the region does not reflect the same business problem except the target user and other users do not, the credibility of the target user is low, the business problem is not required to be paid attention by a municipal department temporarily, and unnecessary waste of public resources is avoided.
Optionally, a feedback frequency may be set for each service type, and when one more user feeds back the same service type, the feedback frequency of the problem is +1, and the same user feeds back many times only once. When the feedback frequency of the problem reaches a set threshold value, the municipal administration needs to pay attention to the problem and deal with the problem in time.
For example, the midnight road construction complaint of mr. xue of a certain cell affects the sleep, and at this time, it can be found whether there is a complaint that affects the sleep for the midnight road construction by other users of the same cell. If the detected problem is that 19 people in the community also feed back the same problem, if the threshold corresponding to the problem is 20, the problem that the construction of roads at midnight around the community affects the sleep is indicated to be processed; if the problem is not detected by the gas user feedback, it may be that mr. xuer is particularly sensitive to sound or a malicious complaint, which the municipality does not need to deal with.
Preferably, the service problem types fed back from other users in the same area are used as candidate service problem types; and selecting a target service problem type associated with the target user from the candidate service problem types according to the feedback frequency of the candidate service problem types.
The feedback frequency is the total number of times of feedback of all users in the same area to a certain service problem type in a period of time. Optionally, for the same region, all the feedback problems in the region may be sorted from high to low in frequency, and then the service problem types of the first 3 sorted service problems may be used as candidate service problem types. For example, the types of service problems in the top 3 of a certain cell rank are: the change of the bus route on a certain road causes traffic inconvenience, frequent water cut in the near term and road construction in the middle of the night. When Mr. Huang of the community wants to handle the business, the candidate business problem types comprise inconvenient traffic caused by changing the route of a certain bus, frequent water cut in the near term and road construction in the middle of the night.
According to the technical scheme provided by the embodiment, a 3-dimensional citizen basic information base is constructed by combining existing information of a municipal department information system through a voiceprint recognition technology and an image recognition technology, a voice synthesis technology and a natural language understanding and analyzing technology are utilized to translate and understand multi-channel feedback voice and text information, and a prefabricated tag base is used for outputting tags of citizens who respond to problems to construct citizen portraits. The method and the device can improve the prediction accuracy of the business to be handled of the user, solve the problem that the public resources are occupied due to the fact that information cannot be comprehensively collected due to multi-channel reaction, and achieve the effect of guaranteeing the rationality of government resource utilization.
Example two
Fig. 2 is a schematic structural diagram of a government affairs data processing device according to a second embodiment of the present invention. The device is suitable for executing the government affair data processing method provided by the embodiment of the invention, and can improve the prediction accuracy of the business to be transacted of the user. As shown in fig. 2, the apparatus includes a historical data obtaining module 210 and a to-do service prediction module 220.
The historical data acquiring module 210 is configured to acquire multimedia information acquired by a target user in a historical service transaction process and historical service data transacted by the target user; and the pending service prediction module 220 is configured to predict pending service data of the target user according to the multimedia information and the historical service data of the target user.
Preferably, the to-do service prediction module includes: a voiceprint recognition unit, an image recognition unit and a speech processing unit, wherein,
the voice print identification unit is used for processing the audio information through a voice print identification technology to obtain the voice print characteristics of the target user;
the image recognition unit is used for processing the image information through an image recognition technology and determining the facial features and the action features of the target user;
and the voice processing unit is used for analyzing the interactive text through a natural voice processing technology and determining the intention of the target user.
Preferably, the to-do service prediction module further includes: and the frequency detection unit is used for taking the service type as the to-be-handled service type of the target user when detecting that the frequency of handling any service type by the target user in the historical period is greater than the frequency threshold value, and determining the to-be-handled time according to the historical handling time of the service type.
Preferably, the government affairs data processing device further includes:
the service type acquisition module is used for acquiring the service problem type fed back by the target user;
the contact ratio determining module is used for determining the contact ratio between the service problem type fed back by the target user and the service problem type fed back by other users in the same region;
and the credibility determining module is used for determining the credibility of the target user according to the contact ratio.
And the user associated service selection module is used for selecting the target service problem type associated with the target user from the candidate service problem types according to the feedback frequency of the candidate service problem types by taking the service problem types fed back from other users in the same area as the candidate service problem types.
The government affair data processing device provided by the embodiment can be applied to the government affair data processing method provided by any embodiment, and has corresponding functions and beneficial effects.
EXAMPLE III
Fig. 3a is a schematic structural diagram of a government affairs data processing system according to a third embodiment of the present invention, and fig. 3b is a schematic diagram of a government affairs data processing system according to a third embodiment of the present invention. The system constructs a 3-dimensional citizen basic information base by combining the existing information of the information system of the municipal department through a voiceprint recognition technology and an image recognition technology; the voice recognition technology, the voice synthesis technology and the natural language understanding and analyzing technology are utilized to translate and understand the voice and text information fed back by multiple channels, the prefabricated tag library is used for outputting tags to citizens who respond to problems, a citizen portrait is constructed, and the accuracy of prediction of business to be transacted by a user is improved. The system can execute the government affair data processing method provided by the embodiment of the application.
Specifically, as shown in fig. 3a, the government affairs data processing system includes:
the artificial intelligence capability platform module is used for platform management, access adaptation, service control and capability service, and plays a role in management and control;
and the engine resource module is used for training relevant language, acoustic and image models for the engine and processing the collected multimedia data.
Wherein, specifically, artificial intelligence ability platform module includes: the system comprises an access adaptation unit, a service control unit, a capability service unit and a platform management unit.
The access adapting unit is used for adapting different signaling interfaces to exchange information.
In this embodiment, the access adaptation unit includes, but is not limited to, Media Resource Control Protocol (MRCP), HTTP, Socket, Software Development Kit (SDK), Web Service, and task scheduling.
MRCP is a communication protocol for a voice server to provide various voice services to a client, such as: speech recognition, speech synthesis, voice print recognition, voice recording services, etc.
The HTTP protocol is based on C/S architecture for communication, the server-side implementation programs of the HTTP protocol include httpd, nginx, etc., the client-side implementation programs are mainly Web browsers, such as Firefox, internet explorer, Google chrome, Safari, Opera, etc., and the client-side command line tools include elink, curl, etc. The Web service is TCP based, so in order to be able to respond to the client's request at any time, the Web server needs to listen on the 80/TCP port. Thus, the client browser and the Web server can communicate via the HTTP protocol.
Socket can be regarded as an endpoint in each communication connection when two network applications communicate, which is a logical concept. It is an API (application programming interface) for interprocess communication in a network environment, and is also a communication endpoint that can be named and addressed, each socket in use having its type and a process connected to it. During communication, one network application program writes a piece of information to be transmitted into a Socket of a host where the network application program is located, and the Socket sends the piece of information into a Socket of another host through a transmission medium connected with a Network Interface Card (NIC) so that the other host can receive the piece of information. Socket is combined by IP address and port, providing a mechanism to deliver packets to application layer processes.
SDKs are a collection of development tools used by software engineers to create application software for a particular software package, software framework, hardware platform, operating system, etc., generally SDKs are those used by applications developed under the Windows platform. It may simply be a file that provides an application program interface API for a certain programming language, but may also include complex hardware that can communicate with a certain embedded system. Typical tools include utility tools for debugging and other purposes. SDKs also often include example code, supporting technical notes, or other supporting documentation to clarify suspicions for basic reference.
Web Service is a platform-independent, low-coupling, self-contained, programmable Web-based application that can be described, published, discovered, coordinated and configured using the open XML (a subset of the standard universal markup language) standard for developing distributed, interoperating applications. Web Service technology enables different applications running on different machines to exchange data or integrate with each other without the aid of additional, specialized third-party software or hardware. Applications implemented according to the Web Service specification may exchange data with each other regardless of the language, platform, or internal protocol used by them. Web Service is a self-describing, self-contained, available network module that can perform specific business functions. Web services are also easy to deploy because they are based on some conventional industry standards and some existing technologies, such as subset XML, HTTP under a standard generic markup language. Web Service reduces the cost of application interfaces. Web Service provides a generic mechanism for the integration of business processes throughout an enterprise and even across multiple organizations.
Task scheduling is used to determine the order in which tasks are executed in a multitasking environment and the length of time that can be executed after CPU resources are available.
And the service control unit is used for controlling the service type performed by the platform. In this embodiment, the service control unit includes, but is not limited to, a load balancing service, an authorization service, and a local control service.
The load balancing service is built on the existing network structure and is used for providing a cheap, effective and transparent method for expanding the bandwidth of network equipment and a server, increasing the throughput, strengthening the network data processing capacity and improving the flexibility and the usability of the network. Load balancing means that the load is shared by a plurality of operation units to be executed, such as a Web server, an FTP server, an enterprise key application server and other key task servers, so as to jointly complete work tasks.
Authorizing a service, specifically, a product server responds to an access request of a user to generate a service access request message and sends the service access request message to an authentication server of a key distribution center; the authentication server of the key distribution center forwards the service access request message to the authorization server; the authorization server sends the user identity information carried in the service access request message to an authentication server of the key distribution center under the condition that the server access request message is determined to be from the product server; and the authentication server of the key distribution center generates a service access identifier after identity authentication according to the user identity information and sends the service access identifier to the product server so as to complete the authorization process.
And the local control service is used for carrying out local detection processing on the service request and controlling the equipment through the local control server according to the detected service request.
The capability service unit is artificial intelligence capability service, and specifically comprises: an Automatic Speech Recognition (ASR) service, a Speech synthesis (Test To Speech, TTS) service, a Voice Print Recognition (VPR) service, an Optical Character Recognition (OCR) service, an Automatic Facial Recognition (AFR) service, a HandWriting Recognition (HWR) service, a Fingerprint Recognition (FPR) service, a Natural Language Understanding (NLU) service, a Machine Translation (MT) service, a BDA service, and a third party service.
Wherein, ASR service is used for converting human voice into text; TTS service, which is used to convert the text information generated by the computer or input from the outside into understandable and fluent voice and output; the VPR service is used for carrying out identity identification according to the sound wave characteristics of the speaker; OCR service for converting the text content in picture and photo into text editing software; an AFR service for determining possible matches by analyzing key features of faces, generating their mathematical representations, and then comparing them to known faces in a database; the HWR service is used for converting the ordered track generated during writing on the handwriting equipment into characters in an informationization mode; the FPR service is used for classifying and comparing the fingerprints of the identification objects so as to judge; NLU service, which uses natural language to communicate with computer; an MT service for converting one natural language (source language) into another natural language (target language) using a computer; the third-party service is a professional service provider provided independently, and provides a series of professional service processes for the user in the role of a third party, wherein the processes define the duties between supply and demand in the form of contracts.
And the platform management unit is used for managing the artificial intelligence capability platform. The method specifically comprises cluster management, deployment management, capacity management, resource management, authorization management, application management, service management, monitoring alarm, report management and system management.
In this embodiment, the engine resource module includes: a resource model unit and a core capability component (engine) unit.
Wherein, the resource model unit includes but is not limited to a language model, an acoustic model and an image model; core capability components (engines) units including, but not limited to, speech recognition, speech synthesis, voice print recognition, image recognition, natural language understanding, and data analysis.
The method comprises the steps of deploying an artificial intelligent engine, training a related language model, an acoustic model and an image model for the engine, utilizing a small amount of artificially labeled historical data to carry out preliminary training, screening in a later stage through a self-training mode of the engine, and manually labeling only in a small amount.
In this embodiment, as shown in fig. 3b, the government affair data processing includes: establishing a basic information base, establishing a label base, establishing a historical database and butting an information platform system.
Optionally, in the government affair service process, an AI robot is introduced in the whole process, voiceprint information is obtained through recording or man-machine interaction, facial information is captured through video analysis or face recognition, and a citizen basic information base is constructed. The existing information of the municipal department informatization system is connected, data can be acquired in an interface mode, and meanwhile voiceprints, image information and citizen basic information are bound. The robot can independently learn, continuously improves the judgment accuracy in the continuous updating of data, and has the advantages of high efficiency, accurate analysis, low management cost and the like. The existing information of the municipal department informatization system is combined, the artificial intelligence technology is utilized to carry out association and big data mining, and a 3-dimensional citizen basic information base is created together. Analyzing real citizen business problem feedback information by relying on a historical database, deeply mining the conversation content of citizens and customer service personnel, and marking historical business problem feedback labels for the citizens; meanwhile, by analyzing the types of the feedback service problems of the same citizen and combining the contact ratio of the feedback service problems of the same citizen and other citizens in the same region, the reliability and the priority label of the citizen are evaluated. In conjunction with a particular data mining model, the likelihood of future complaints or problem feedback can be predicted.
In addition, the government affair data processing system is internally provided with a template of the government affair service industry, and simultaneously has the definition of a multi-level label structure, the label logic definition, a plurality of label generation modes and the like. Different generation modes such as manual batch creation of labels, automatic flow labels, automatic rule labels, model calculation labels and custom logic labels are supported, and accurate drawing of citizens by government functional departments is facilitated.
According to the technical scheme provided by the embodiment, a government affair data processing system is established, and a 3-dimensional citizen basic information base is established by combining existing information of a municipal department informatization system through engines such as voiceprint recognition and image recognition; the voice recognition technology, the voice synthesis technology and the natural language understanding and analyzing technology are utilized to translate and understand the voice and text information fed back by multiple channels, the prefabricated tag library is used for outputting tags to citizens who respond to problems, a citizen portrait is constructed, and the accuracy of prediction of business to be transacted by a user is improved.
Example four
Fig. 4 is a schematic structural diagram of an electronic device according to a fourth embodiment of the present invention, and shows a block diagram of an exemplary electronic device 12 suitable for implementing the embodiment of the present invention. The electronic device 12 shown in fig. 4 is only an example and should not bring any limitation to the function and the scope of use of the embodiment of the present invention.
As shown in FIG. 4, electronic device 12 is embodied in the form of a general purpose computing device. The components of the electronic device 12 may include, but are not limited to: one or more processors or processing units 16, a system memory 28, and a bus 18 that couples various system components including the system memory 28 and the processing unit 16.
The system memory 28 may include computer system readable media in the form of volatile memory, such as Random Access Memory (RAM)30 and/or cache memory 32. The electronic device 12 may further include other removable/non-removable, volatile/nonvolatile computer system storage media. By way of example only, storage system 34 may be used to read from and write to non-removable, nonvolatile magnetic media (not shown in FIG. 4, and commonly referred to as a "hard drive"). Although not shown in FIG. 4, a magnetic disk drive for reading from and writing to a removable, nonvolatile magnetic disk (e.g., a "floppy disk") and an optical disk drive for reading from or writing to a removable, nonvolatile optical disk (e.g., a CD-ROM, DVD-ROM, or other optical media) may be provided. In these cases, each drive may be connected to bus 18 by one or more data media interfaces. System memory 28 may include at least one program product having a set (e.g., at least one) of program modules that are configured to carry out the functions of embodiments of the invention.
A program/utility 40 having a set (at least one) of program modules 42 may be stored, for example, in system memory 28, such program modules 42 including, but not limited to, an operating system, one or more application programs, other program modules, and program data, each of which examples or some combination thereof may comprise an implementation of a network environment. Program modules 42 generally carry out the functions and/or methodologies of the described embodiments of the invention.
The processing unit 16 executes various functional applications and data processing by executing programs stored in the system memory 28, for example, implementing a government affairs data processing method provided by an embodiment of the present invention.
EXAMPLE five
Fifth, an embodiment of the present invention further provides a computer-readable storage medium, on which a computer program is stored, where the computer program, when executed by a processor, implements the government affair data processing method according to any embodiment of the present invention.
Computer storage media for embodiments of the invention may employ any combination of one or more computer-readable media. The computer readable medium may be a computer readable signal medium or a computer readable storage medium. A computer readable storage medium may be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the foregoing. More specific examples (a non-exhaustive list) of the computer readable storage medium would include the following: an electrical connection having one or more wires, a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing. In the context of this document, a computer readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device.
A computer readable signal medium may include a propagated data signal with computer readable program code embodied therein, for example, in baseband or as part of a carrier wave. Such a propagated data signal may take many forms, including, but not limited to, electro-magnetic, optical, or any suitable combination thereof. A computer readable signal medium may also be any computer readable medium that is not a computer readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device.
Program code embodied on a computer readable medium may be transmitted using any appropriate medium, including but not limited to wireless, wireline, optical fiber cable, RF, etc., or any suitable combination of the foregoing.
Computer program code for carrying out operations for aspects of the present invention may be written in any combination of one or more programming languages, including an object oriented programming language such as Java, Smalltalk, C + +, or the like, as well as conventional procedural programming languages, such as the "C" programming language or similar programming languages. The program code may execute entirely on the user's computer, partly on the user's computer, as a stand-alone software package, partly on the user's computer and partly on a remote computer or entirely on the remote computer or server. In the case of a remote computer, the remote computer may be connected to the user's computer through any type of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or the connection may be made to an external computer (for example, through the Internet using an Internet service provider).
It is to be noted that the foregoing is only illustrative of the preferred embodiments of the present invention and the technical principles employed. It will be understood by those skilled in the art that the present invention is not limited to the particular embodiments illustrated herein, but is capable of various obvious changes, rearrangements and substitutions as will now become apparent to those skilled in the art without departing from the scope of the invention. Therefore, although the present invention has been described in greater detail by the above embodiments, the present invention is not limited to the above embodiments, and may include other equivalent embodiments without departing from the spirit of the present invention, and the scope of the present invention is determined by the scope of the appended claims.
Claims (10)
1. A government affair data processing method, comprising:
acquiring multimedia information collected by a target user in a historical service handling process and historical service data handled by the target user;
and predicting the service data to be managed of the target user according to the multimedia information of the target user and the historical service data.
2. The method of claim 1, wherein the multimedia information comprises audio information, image information, and interactive text;
predicting the business data to be managed of the target user according to the multimedia information of the target user and the historical business data, wherein the predicting comprises the following steps:
processing the audio information through a voiceprint recognition technology to obtain the voiceprint characteristics of the target user;
processing the image information through an image recognition technology to determine the facial features and the action features of the target user;
analyzing the interactive text through a natural voice processing technology to determine the intention of the target user;
and predicting the business data to be managed of the target user according to the voiceprint feature, the facial feature, the action feature, the intention and the historical business data of the target user.
3. The method according to claim 1, wherein the predicting the pending service data of the target user according to the multimedia information of the target user and the historical service data comprises:
and if the frequency of handling any service type by the target user in the historical period is detected to be greater than a frequency threshold value according to the multimedia information of the target user and the historical service data, taking the service type as the service type to be handled by the target user, and determining the time to be handled according to the historical handling time of the service type.
4. The method of claim 1, further comprising:
obtaining the service problem type fed back by the target user;
determining the coincidence degree between the service problem type fed back by the target user and the service problem type fed back by other users in the same region;
and determining the credibility of the target user according to the contact ratio.
5. The method of claim 1, further comprising:
taking the service problem types fed back from other users in the same region as candidate service problem types;
and selecting a target service problem type associated with the target user from the candidate service problem types according to the feedback frequency of the candidate service problem types.
6. A government affairs data processing device, comprising:
the historical data acquisition module is used for acquiring multimedia information acquired by a target user in a historical service transaction process and historical service data transacted by the target user;
and the pending service prediction module is used for predicting the pending service data of the target user according to the multimedia information of the target user and the historical service data.
7. The apparatus of claim 6, wherein the to-do traffic prediction module comprises: a voiceprint recognition unit, an image recognition unit and a speech processing unit, wherein,
the voiceprint recognition unit is used for processing the audio information through a voiceprint recognition technology to obtain the voiceprint characteristics of the target user;
the image recognition unit is used for processing the image information through an image recognition technology and determining the facial features and the action features of the target user;
and the voice processing unit is used for analyzing the interactive text through a natural voice processing technology and determining the intention of the target user.
8. The apparatus of claim 6, wherein the to-do traffic prediction module further comprises: and the frequency detection unit is used for taking the service type as the to-be-handled service type of the target user when detecting that the frequency of handling any service type by the target user in the historical period is greater than a frequency threshold value, and determining the to-be-handled time according to the historical handling time of the service type.
9. An electronic device, characterized in that the electronic device comprises:
one or more processors;
a storage device for storing one or more programs,
when executed by the one or more processors, cause the one or more processors to implement the government data processing method according to any one of claims 1-5.
10. A computer-readable storage medium on which a computer program is stored, the program realizing the government affairs data processing method according to any one of claims 1 to 5 when executed by a processor.
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