CN113301214B - Intelligent work order system - Google Patents
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Abstract
The invention belongs to the technical field of service industry, in particular to an intelligent work order system, aiming at the problem of insufficient intelligence, the invention provides the following scheme, which comprises a management and control center, wherein the management and control center controls a work request receiving unit and the like, the work request receiving unit is connected with a work request classifying unit, the work request classifying unit is connected with a work request comparing unit, the work request comparing unit is connected with an intelligent consultation unit and a work order intelligent order dispatching unit, and the intelligent consultation unit is connected with an intelligent answering unit and a work order intelligent order dispatching unit; the work request receiving unit comprises a voice receiving module, an intelligent noise reduction module, a reverberation elimination module and the like; the intelligent consultation unit comprises a voice inquiry module, an electronic input recording module and an intelligent comparison module. The invention can automatically solve the same problems of users by using the prior work orders, is more intelligent, releases the staff to the greatest extent, and can intelligently screen the work orders to be manually solved.
Description
Technical Field
The invention relates to the technical field of service industry, in particular to an intelligent work order system.
Background
A work order system is a term used to record, process, and track the completion of a job. Work order systems fall into two main categories: the system is used for conveying the work tasks of the internal departments of the enterprise; and secondly, a system special for after-sales installation maintenance class, which is software for assigning work orders to the outside crews to go to the gate for maintenance.
At present, along with the acceleration of the social development rhythm, a large amount of consultation works about to arrive, and the method has the characteristics of large access amount, strong problem specialty, prominent personalized problem and the like. The manual agents of the telephone are independently adopted to provide work order recording service, so that the service requirements of users are difficult to meet, and particularly, during peak hours, a large number of agents overflow phenomenon occurs. Therefore, an intelligent work order system is needed to carry out intelligent treatment on consultation, and the manpower is liberated to the greatest extent.
Disclosure of Invention
Based on the technical problems set forth in the background art, the invention provides an intelligent work order system.
The invention provides an intelligent work order system capable of being used for carrying out, which comprises a management and control center, wherein the management and control center controls a work request receiving unit, an intelligent consultation unit, a standard work order database and the like, the work request receiving unit is connected with a work request classifying unit, the work request classifying unit is connected with a work request comparing unit, the work request comparing unit is connected with an intelligent consultation unit and a work order intelligent order sending unit, the intelligent consultation unit is connected with an intelligent answer unit and a work order intelligent order sending unit, the work order intelligent order sending unit is connected with a work order process circulation unit, the work order process circulation unit is connected with a work order filing unit, and the work order filing unit is connected with the standard work order database;
the work request receiving unit comprises a voice receiving module, an intelligent noise reduction module, a reverberation elimination module, a voice recognition module, a semantic understanding module and a work request generation module, wherein the voice receiving module is connected with the intelligent noise reduction module, the intelligent noise reduction module is connected with the reverberation elimination module, the reverberation elimination module is connected with the voice recognition module, the voice recognition module is connected with the semantic understanding module, the semantic understanding module is connected with the work request generation module, the intelligent noise reduction module adopts a DSP noise reduction technology to reduce noise, and the reverberation elimination module adopts a CVC noise reduction technology to eliminate reverberation;
the work request comparison unit comprises a corresponding work order identification module and a corresponding work order extraction module, and the corresponding work order identification module is connected with the corresponding work order extraction module;
the intelligent consultation unit comprises a voice inquiry module, an electronic input recording module and an intelligent comparison module, wherein the voice inquiry module is connected with the electronic input recording module, and the electronic input recording module is connected with the intelligent comparison module.
Preferably, the work request receiving unit is used for receiving the questions and requests of the users, the work request classifying unit is used for classifying the questions and requests of the users, and the work request comparing unit is used for comparing the questions and requests of the users with worksheets in the standard worksheet database and identifying whether the same type of worksheets exist.
Preferably, the intelligent consultation unit is used for automatically inquiring the problems according to similar worksheets in the standard worksheets database, the worksheet intelligent dispatching unit is used for automatically dispatching the worksheets to corresponding staff according to the problems and request types of the users, and the intelligent answering unit is used for automatically answering and solving the problems and requests of the users.
Preferably, the work order process circulation unit is used for ensuring normal circulation of a process for normally solving user problems by workers, the work order filing unit is used for filing user transaction specific information processed by workers to a standard work order database for subsequent tracking and reference, and the standard work order database is used for recording the solved work order information and the solved worker information.
Preferably, the voice receiving module is used for receiving voice when the user phones, the intelligent noise reduction module is used for reducing noise of the environment when the user phones, the reverberation elimination module is used for eliminating reverberation generated when the user phones, the voice recognition module is used for recognizing problems and requested voice contents when the user phones are received, the semantic understanding module is used for understanding the voice contents recognized by the voice recognition module, and the work request generation module is used for generating text information of user specific problems and requests according to the contents understood by the semantic understanding module.
Preferably, the corresponding work order identification module is used for identifying the work orders of the same type as the customer problem and the requirement in the standard work order database, and the corresponding work order extraction module is used for extracting the work orders of the same type as the customer problem and the requirement in the standard work order database.
Preferably, the voice query module is used for automatically querying the user according to the question of the work orders of the same type in the standard work order database, the electronic input recording module is used for recording the information input by the user in the electronic terminal according to the question, and the intelligent comparison module is used for comparing the information input by the user with the standard work order question answers in the standard work order database.
Preferably, when the corresponding work order identification module of the work request comparison unit identifies that the standard work order database has the work order of the same type as the customer question and the requirement, the intelligent consultation unit works, and when the intelligent comparison module of the intelligent consultation unit compares the answer of the question answered by the user with the answer of the standard work order question in the standard work order database, namely, the answer needs to be manually made, the work order intelligent dispatch unit works.
Preferably, when the intelligent comparison module of the intelligent consultation unit compares the answer of the question answered by the user with the answer of the standard work order question in the standard work order database, the intelligent answer unit directly solves the problem request of the client according to the solution in the standard work order database.
Preferably, when the corresponding work order identification module of the work request comparison unit identifies that the work order of the same type as the customer problem and the requirement does not exist in the standard work order database, that is, the customer problem and the requirement are directly solved by manual solution, the work order intelligent work order sending unit directly works.
The beneficial effects of the invention are as follows:
1. the intelligent work order system comprises a standard work order database and a work request comparison unit, wherein the work request comparison unit is used for comparing the questions and requests of users with the work orders in the standard work order database and identifying whether the same type of work orders exist, when the same type of work orders exist, the intelligent consultation unit works, when the intelligent comparison module is used for comparing the answers of the questions of the users with the answers of the standard work orders in the standard work order database, the intelligent answer unit directly solves the questions of clients according to the solutions in the standard work order database, solves the questions and requests of the users by directly and automatically utilizing the conventional work orders, and is more intelligent and maximally liberates staff.
2. This can carry out intelligent work order system, through being provided with intelligent consultation unit, when the intelligent comparison module of intelligent consultation unit compares out the problem answer that the user answered and standard work order problem answer in the standard work order database is different, need the manual solution promptly, then work order intelligence dispatch list unit carries out work, can screen out the work order that needs the manual solution problem, intelligent screening, avoid missing, and electronic input record module records the information of record user at electronic terminal according to the problem input, make things convenient for the staff to look over directly, accelerate staff's work efficiency.
3. This can carry out intelligent work order system, through being provided with work order intelligence dispatch unit and work order filing unit, work order intelligence dispatch unit is according to user's problem and request type automatic with the work order assigned to corresponding staff, directly dock the user for corresponding suitable staff, the fastest solution problem, and work order filing unit files the user's business specific information that the staff handled to standard work order database so that follow-up pursuit and consult and add the material for follow-up work order comparison.
4. This can carry out intelligent work order system through being provided with intelligent noise reduction module and reverberation elimination module, after the pronunciation when the speech receiving module received user's phone, the noise of environment was fallen to user's phone when the intelligent noise reduction module earlier, the reverberation that produces when the reuse reverberation elimination module was to with user's phone was eliminated, thereby make user's sound more clear, make things convenient for follow-up speech recognition module to the problem when user's phone and the speech content of request discernment, the request and problem discernment to the user are known more clearly, avoid appearing unclear place and influence going on of follow-up work.
None of the parts of the system are the same as or can be implemented using prior art.
Drawings
FIG. 1 is a system diagram of an intelligent work order system according to the present invention;
FIG. 2 is a system diagram of a work request receiving unit capable of performing an intelligent work order system according to the present invention;
FIG. 3 is a diagram of a system of units for comparing work requests of an intelligent work order system according to the present invention;
FIG. 4 is a schematic diagram of an intelligent consulting unit for implementing an intelligent work order system according to the present invention.
Detailed Description
The following description of the embodiments of the present invention will be made clearly and completely with reference to the accompanying drawings, in which it is apparent that the embodiments described are only some embodiments of the present invention, but not all embodiments.
In the description of the present invention, it should be understood that the terms "upper," "lower," "front," "rear," "left," "right," "top," "bottom," "inner," "outer," and the like indicate or are based on the orientation or positional relationship shown in the drawings, merely to facilitate description of the present invention and to simplify the description, and do not indicate or imply that the devices or elements referred to must have a specific orientation, be configured and operated in a specific orientation, and thus should not be construed as limiting the present invention.
Referring to fig. 1-4, an intelligent work order system comprises a management and control center, wherein the management and control center controls a work request receiving unit, an intelligent consultation unit, a standard work order database and the like, the work request receiving unit is connected with a work request classifying unit, the work request classifying unit is connected with a work request comparing unit, the work request comparing unit is connected with the intelligent consultation unit and the work order intelligent order sending unit, the intelligent consultation unit is connected with the intelligent answer unit and the work order intelligent order sending unit, the work order intelligent order sending unit is connected with a work order process circulation unit, the work order process circulation unit is connected with a work order filing unit, and the work order filing unit is connected with the standard work order database;
the work request receiving unit comprises a voice receiving module, an intelligent noise reduction module, a reverberation elimination module, a voice recognition module, a semantic understanding module and a work request generation module, wherein the voice receiving module is connected with the intelligent noise reduction module, the intelligent noise reduction module is connected with the reverberation elimination module, the reverberation elimination module is connected with the voice recognition module, the voice recognition module is connected with the semantic understanding module, the semantic understanding module is connected with the work request generation module, the intelligent noise reduction module is used for reducing noise by adopting a DSP noise reduction technology, and the reverberation elimination module is used for carrying out reverberation elimination by adopting a CVC noise reduction technology; the DSP is abbreviated as English digital signal processing, mainly aims at high and low frequency noise, and has the working principle that a microphone collects external environment noise, then the system copies a reverse sound wave equal to the external environment noise to offset the noise, so that a better noise reduction effect is achieved, and the noise reduction forward and reverse noises of the DSP are directly neutralized and offset in the system; CVC is the shorthand of English Clear Voice Capture, namely the noise reduction technology of communication software, mainly aims at the echo generated in the communication process, and provides the echo and environmental noise elimination function of communication through the full duplex microphone noise elimination software; the intelligent noise reduction module firstly reduces noise of the environment when the user telephones, and then eliminates reverberation generated when the user telephones are connected with the intelligent noise reduction module by utilizing the reverberation elimination module, so that the voice of the user is clearer, the subsequent voice recognition module is convenient for recognizing the problems and the requested voice content when the user telephones are connected with the intelligent noise reduction module, the request and the problem recognition of the user are clearer, and the influence on the subsequent work caused by unclear places is avoided;
the work request comparison unit comprises a corresponding work order identification module and a corresponding work order extraction module, and the corresponding work order identification module is connected with the corresponding work order extraction module;
the intelligent consultation unit comprises a voice inquiry module, an electronic input recording module and an intelligent comparison module, wherein the voice inquiry module is connected with the electronic input recording module, and the electronic input recording module is connected with the intelligent comparison module.
In the invention, the work request receiving unit is used for receiving the problems and requests of the users, the work request classifying unit is used for classifying the problems and requests of the users, and the work request comparing unit is used for comparing the problems and requests of the users with worksheets in the standard worksheet database and identifying whether the same type of worksheets exist.
In the invention, the intelligent consultation unit is used for automatically inquiring the problems according to similar worksheets in the standard worksheet database, the worksheet intelligent dispatching unit is used for automatically dispatching the worksheets to corresponding staff according to the problems and request types of the users, directly butting the users to the corresponding proper staff, and solving the problems fastest, and the intelligent answering unit is used for automatically answering and solving the problems and requests of the users.
In the invention, the work order process circulation unit is used for ensuring normal circulation of the process of normally solving the user problem by the staff, the work order filing unit is used for filing the user transaction specific information processed by the staff to the standard work order database so as to facilitate subsequent tracking and reference and add materials for subsequent work order comparison, and the standard work order database is used for recording the solved work order information and the staff information.
In the invention, the voice receiving module is used for receiving the voice when the user phones, the intelligent noise reduction module is used for reducing the noise of the environment when the user phones, the reverberation elimination module is used for eliminating the reverberation generated when the user phones are used for identifying the problems and the requested voice content when the user phones are used for the user phones, the semantic understanding module is used for understanding the voice content identified by the voice recognition module, and the work request generation module is used for generating the text information of the specific problems and the request of the user according to the content understood by the semantic understanding module.
In the invention, the corresponding work order identification module is used for identifying the work orders of the same type as the customer problem and the requirement in the standard work order database, and the corresponding work order extraction module is used for extracting the work orders of the same type as the customer problem and the requirement in the standard work order database.
In the invention, the voice inquiry module is used for automatically inquiring the voice of the user according to the problem that the work orders of the same type in the standard work order database need to be inquired, the electronic input recording module is used for recording the information input by the user in the electronic terminal according to the problem, and the intelligent comparison module is used for comparing the information input by the user with the standard work order answers in the standard work order database.
In the invention, when the corresponding work order identification module of the work request comparison unit identifies that the work order of the same type as the customer problem and the requirement exists in the standard work order database, the intelligent consultation unit works, when the intelligent comparison module of the intelligent consultation unit compares the answer of the problem answered by the user with the answer of the standard work order in the standard work order database, namely, the answer needs to be manually made, the work order intelligent dispatch unit works, the work order needing to manually solve the problem can be screened, the intelligent screening is realized, omission is avoided, the electronic input recording module records the information input by the recording user in the electronic terminal according to the problem, the direct check of staff is convenient, and the work efficiency of the staff is accelerated.
In the invention, when the intelligent comparison module of the intelligent consultation unit compares the answer of the questions answered by the user with the answer of the standard worksheet questions in the standard worksheet database, the intelligent answer unit directly solves the problem requests of the clients according to the solutions in the standard worksheet database, directly and automatically solves the problems and requests of the users by using the conventional worksheets, is more intelligent, and liberates staff to the greatest extent.
In the invention, when the corresponding work order identification module of the work request comparison unit identifies that the work order of the same type as the customer problem and the requirement does not exist in the standard work order database, namely, the customer problem and the requirement are directly solved by manual answering, the work order intelligent work order sending unit directly works.
Working principle: the voice receiving module of the work request receiving unit receives voice when the user calls, the intelligent noise reduction module firstly reduces noise of the environment when the user calls, then the reverberation elimination module eliminates reverberation generated when the user calls, so that voice of the user is clearer, a subsequent voice recognition module can recognize problems and requested voice contents when the user calls conveniently, request and problem recognition of the user are clearer, the follow-up work is prevented from being influenced in an unclear place, after voice recognition, the semantic understanding module understands according to the voice contents recognized by the voice recognition module, the work request generating module generates text information of specific problems and requests of the user according to the contents recognized by the semantic understanding module, the work request classifying unit classifies the problems and requests of the user, and the corresponding work order recognition module of the work request comparison unit recognizes work orders of the same type as the client problems and the requirements in the standard work order database;
when the fact that the standard worksheet database has the same type of worksheets as the customer questions and the same type of worksheets required is identified, the corresponding worksheet extraction module extracts the worksheets of the same type as the customer questions and the same type of worksheets required in the standard worksheet database, the voice query module of the intelligent consultation unit automatically queries the user through voice according to the questions to be queried of the worksheets of the same type in the standard worksheet database, the electronic input recording module records information input by the user in the electronic terminal according to the questions, and the intelligent comparison module compares the information input by the user with the answers of the standard worksheets in the standard worksheet database;
when the intelligent comparison module of the intelligent consultation unit compares the answer of the questions answered by the user with the answer of the standard worksheet questions in the standard worksheet database, namely, manual answer is needed, the worksheet intelligent worksheet dispatching unit works, the worksheet intelligent worksheet dispatching unit automatically dispatches worksheets to corresponding workers according to the questions and request types of the user, the worksheet process circulation unit ensures normal circulation of the process of the workers for normally solving the user questions, and the worksheet archiving unit archives the user transaction specific information processed by the workers to the standard worksheet database after the questions are solved so as to facilitate follow-up tracking and review;
when the intelligent comparison module compares that the answer of the questions answered by the user is the same as the answer of the standard worksheet questions in the standard worksheet database, the intelligent answering unit directly solves the problem requests of the clients according to the solutions in the standard worksheet database;
when the corresponding work order identification module of the work request comparison unit identifies that the work order of the same type as the customer problem and the requirement does not exist in the standard work order database, namely, the customer problem and the requirement are directly solved by manual answering, the work order intelligent work order dispatching unit and the follow-up unit directly work.
The foregoing is only a preferred embodiment of the present invention, but the scope of the present invention is not limited thereto, and any person skilled in the art, who is within the scope of the present invention, should make equivalent substitutions or modifications according to the technical scheme of the present invention and the inventive concept thereof, and should be covered by the scope of the present invention.
Claims (1)
1. The system is characterized in that the management and control center controls a work request receiving unit, an intelligent consultation unit and a standard work order database, the work request receiving unit is connected with a work request classifying unit, the work request classifying unit is connected with a work request comparing unit, the work request comparing unit is connected with an intelligent consultation unit and a work order intelligent dispatch unit, the intelligent consultation unit is connected with an intelligent answer unit and a work order intelligent dispatch unit, the work order intelligent dispatch unit is connected with a work order process circulation unit, the work order process circulation unit is connected with a work order filing unit, and the work order filing unit is connected with the standard work order database;
the work request receiving unit comprises a voice receiving module, an intelligent noise reduction module, a reverberation elimination module, a voice recognition module, a semantic understanding module and a work request generation module, wherein the voice receiving module is connected with the intelligent noise reduction module, the intelligent noise reduction module is connected with the reverberation elimination module, the reverberation elimination module is connected with the voice recognition module, the voice recognition module is connected with the semantic understanding module, the semantic understanding module is connected with the work request generation module, the intelligent noise reduction module adopts a DSP noise reduction technology to reduce noise, and the reverberation elimination module adopts a CVC noise reduction technology to eliminate reverberation;
the work request comparison unit comprises a corresponding work order identification module and a corresponding work order extraction module, and the corresponding work order identification module is connected with the corresponding work order extraction module;
the intelligent consultation unit comprises a voice query module, an electronic input recording module and an intelligent comparison module, wherein the voice query module is connected with the electronic input recording module, the electronic input recording module is connected with the intelligent comparison module, the work request receiving unit is used for receiving the problems and requests of users, the work request classifying unit is used for classifying the problems and requests of the users, the work request comparison unit is used for comparing the problems and requests of the users with worksheets in a standard worksheet database and identifying whether the same type of worksheets exist or not, the intelligent consultation unit is used for automatically querying the problems according to similar worksheets in the standard worksheets database, the worksheets intelligent dispatching unit is used for automatically assigning worksheets to corresponding workers according to the problems and request types of users, the intelligent answering unit is used for automatically answering and solving the problems and requests of the users, the worksheets process flow unit is used for ensuring normal flow of the workers to solve the problems of the users, the worksheets is used for comparing the specific information of the users with the worksheets in the standard worksheets to the standard worksheets database so as to file the worksheets, and then checking the worksheets to the standard worksheets to remove noise when the worksheets are used for the voice call context of the user and the user can be removed by the intelligent consultation module, and the intelligent consultation module is used for performing voice call back noise reduction and the voice call module is used for the voice call receiving and the call request for the user context is used for the voice call receiving and the voice call request for the voice response module is used for the voice response recognition module, the semantic understanding module is used for understanding according to the voice content recognized by the voice recognition module, the work request generating module is used for generating user specific questions and requested text information according to the voice content recognized by the semantic understanding module, the corresponding work order recognition module is used for recognizing work orders of the same type as customer questions and requirements in the standard work order database, the corresponding work order extraction module is used for extracting work orders of the same type as customer questions and requirements in the standard work order database, the voice query module is used for automatically querying voice of a user according to the question of the same type of work orders in the standard work order database, the electronic input recording module is used for recording information input by the user in an electronic terminal according to the question, the intelligent comparison module is used for comparing the information input by the user with the standard work order question answers in the standard work order database, when the corresponding work order identification module of the work request comparison unit identifies that the work order of the same type as the client questions and the requirements exists in the standard work order database, the intelligent consultation unit works, when the intelligent comparison module of the intelligent consultation unit compares the answer of the user with the answer of the standard work order questions in the standard work order database, namely, the answer is needed, the work order intelligent dispatch unit works, when the answer of the intelligent comparison module compares the answer of the user with the answer of the standard work order questions in the standard work order database, the intelligent answer unit directly solves the answer of the client question request according to the solution in the standard work order database, when the corresponding work order identification module of the work request comparison unit identifies that the work order of the same type as the customer problem and the requirement does not exist in the standard work order database, namely, the customer problem and the requirement are directly solved by manual answering, the work order intelligent work order sending unit directly works.
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