CN113570269A

CN113570269A - Operation and maintenance project management method, device, equipment, medium and program product

Info

Publication number: CN113570269A
Application number: CN202110883853.4A
Authority: CN
Inventors: 刘浩然
Original assignee: Industrial and Commercial Bank of China Ltd ICBC; ICBC Technology Co Ltd
Current assignee: Industrial and Commercial Bank of China Ltd ICBC; ICBC Technology Co Ltd
Priority date: 2021-08-03
Filing date: 2021-08-03
Publication date: 2021-10-29

Abstract

The disclosure provides a management method of an operation and maintenance project, which can be applied to the technical field of artificial intelligence. The management method comprises the following steps: acquiring a to-be-processed work order of at least one operation and maintenance project; performing semantic recognition on the work order to be processed so as to extract first key information and second key information from the work order to be processed; acquiring at least one historical case and at least one operation and maintenance person; determining a historical case matched with the first key information from the at least one historical case to obtain a target case; determining operation and maintenance personnel matched with the second key information from the at least one operation and maintenance personnel to obtain target personnel; and pushing the target case to the target personnel. The disclosure also provides a management device, equipment, a storage medium and a program product of the operation and maintenance project.

Description

Operation and maintenance project management method, device, equipment, medium and program product

Technical Field

The present disclosure relates to the field of artificial intelligence, and in particular, to a method, an apparatus, a device, a medium, and a program product for managing an operation and maintenance project.

Background

With the continuous development of the technology, the demand for operation and maintenance is increasing. The operation and maintenance refers to maintenance, update, troubleshooting, and other work performed to maintain the normal operation of the device and/or the program after the product such as the device and/or the program for running on the device is provided to the customer for use.

However, a large amount of labor and time are consumed for part of the operation and maintenance work at present, for example, for a fault of equipment, operation and maintenance personnel are required to manually query the content in the knowledge base and process the fault in combination with the work experience of the operator, so that the fault processing efficiency is poor.

Disclosure of Invention

In view of the foregoing, the present disclosure provides a method, apparatus, device, medium, and program product for managing an operation and maintenance project that improves processing efficiency.

According to a first aspect of the present disclosure, there is provided a method for managing an operation and maintenance project, including: acquiring a to-be-processed work order of at least one operation and maintenance project;

performing semantic recognition on the work order to be processed so as to extract first key information and second key information from the work order to be processed;

acquiring at least one historical case and at least one operation and maintenance person;

determining a historical case matched with the first key information from the at least one historical case to obtain a target case; determining operation and maintenance personnel matched with the second key information from the at least one operation and maintenance personnel to obtain target personnel;

and pushing the target case to the target personnel.

According to an embodiment of the present disclosure, the semantic recognition of the work order to extract the first key information and the second key information from the work order to be processed includes:

performing word segmentation on the work order to be processed;

extracting at least one keyword from the work order after word cutting;

when sensitive information exists in the at least one keyword, desensitizing the sensitive information;

and integrating the keywords with the sensitive information removed according to word senses to obtain the first key information and the second key information.

According to the embodiment of the disclosure, the number of the history cases is multiple, each history case has a label, and the step of determining the history case matched with the first key information from the at least one history case to obtain the target case includes:

for each historical case, matching the first key information with the label of the historical case, and determining the matching degree of each historical case according to the matching result;

selecting the historical cases with the matching degree meeting a first preset condition from the plurality of historical cases;

and determining the selected historical case as the target case.

According to an embodiment of the present disclosure, the step of selecting the history case, of which the matching degree satisfies a first preset condition, from the plurality of history cases includes:

and selecting the history cases with the matching degree meeting the first preset condition and the adoption degree meeting the second preset condition from the plurality of history cases.

According to an embodiment of the present disclosure, after the step of pushing the target case to the target person, the management method further includes:

acquiring feedback information of the target person to the target case;

and updating the adoption degree of the target case according to the feedback information.

According to an embodiment of the present disclosure, the management method further includes:

when the work order to be processed is overdue, acquiring the work order grade of the work order, wherein the work order grade corresponds to the job level of the operation and maintenance personnel;

and promoting the work order grade of the work order to be processed which is overdue, and sending overdue reminding to corresponding operation and maintenance personnel according to the new work order grade.

According to an embodiment of the present disclosure, the at least one operation and maintenance item includes at least one reinsurance item, and the management method further includes:

acquiring at least one state information of the at least one reinsurance item according to a preset period;

responding to an inquiry request of operation and maintenance personnel, and selecting state information matched with the inquiry request from the at least one state information;

and displaying the selected state information matched with the query request.

A second aspect of the present disclosure provides an operation and maintenance project management apparatus, including:

the first acquisition module is used for acquiring a to-be-processed work order of the to-be-processed operation and maintenance project;

the identification module is used for performing semantic identification on the work order to be processed so as to extract first key information and second key information from the work order to be processed;

the second acquisition module is used for acquiring at least one historical case and at least one operation and maintenance person;

the processing module is used for determining a historical case matched with the first key information from the at least one historical case to obtain a target case; determining operation and maintenance personnel matched with the second key information from the at least one operation and maintenance personnel to obtain target personnel;

and the pushing module is used for pushing the target case to the target personnel.

A third aspect of the present disclosure provides an electronic device, comprising: one or more processors; a memory for storing one or more programs, wherein the one or more programs, when executed by the one or more processors, cause the one or more processors to perform the above-described method of managing an operation and maintenance project.

A fourth aspect of the present disclosure also provides a computer-readable storage medium having executable instructions stored thereon, which when executed by a processor, cause the processor to perform the above-mentioned management method of the operation and maintenance project.

The fifth aspect of the present disclosure also provides a computer program product, which includes a computer program, and when the computer program is executed by a processor, the computer program implements the management method of the operation and maintenance project.

One or more of the above-described embodiments may provide the following advantages or benefits:

first key information and second key information can be extracted from the work order to be processed in a semantic recognition mode, then, operation and maintenance personnel (namely target personnel) to which the work order to be processed is distributed are determined according to the first key information, relevant historical cases (namely target cases) are found according to the second key information, and the target cases are pushed to the target personnel, so that the operation and maintenance personnel can conveniently determine a processing scheme of the work order to be processed, and the processing efficiency of the work order to be processed is improved.

Drawings

The foregoing and other objects, features and advantages of the disclosure will be apparent from the following description of embodiments of the disclosure, which proceeds with reference to the accompanying drawings, in which:

FIG. 1 schematically illustrates an application scenario diagram of a method, apparatus, device, medium, and program product for managing an operation and maintenance project according to an embodiment of the present disclosure;

FIG. 2 is a flow chart that schematically illustrates a method for managing an operation and maintenance project, in accordance with an embodiment of the present disclosure;

FIG. 3 schematically shows a flow chart for obtaining first key information and second key information according to an embodiment of the disclosure;

fig. 4 schematically illustrates a flow chart for obtaining a target case according to an embodiment of the present disclosure;

FIG. 5 schematically illustrates a flow chart for updating an adoption level according to an embodiment of the present disclosure;

FIG. 6 schematically shows a flow chart for sending a overdue reminder according to an embodiment of the present disclosure;

FIG. 7 schematically illustrates a flow diagram for querying status information of a reinsurance item, in accordance with an embodiment of the present disclosure;

FIG. 8 is a block diagram schematically illustrating an operation and maintenance project management apparatus according to an embodiment of the present disclosure;

fig. 9 schematically illustrates a block diagram of an electronic device adapted to implement a management method of an operation and maintenance project according to an embodiment of the present disclosure.

Detailed Description

Hereinafter, embodiments of the present disclosure will be described with reference to the accompanying drawings. It should be understood that the description is illustrative only and is not intended to limit the scope of the present disclosure. In the following detailed description, for purposes of explanation, numerous specific details are set forth in order to provide a thorough understanding of the embodiments of the disclosure. It may be evident, however, that one or more embodiments may be practiced without these specific details. Moreover, in the following description, descriptions of well-known structures and techniques are omitted so as to not unnecessarily obscure the concepts of the present disclosure.

The terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the disclosure. The terms "comprises," "comprising," and the like, as used herein, specify the presence of stated features, steps, operations, and/or components, but do not preclude the presence or addition of one or more other features, steps, operations, or components.

All terms (including technical and scientific terms) used herein have the same meaning as commonly understood by one of ordinary skill in the art unless otherwise defined. It is noted that the terms used herein should be interpreted as having a meaning that is consistent with the context of this specification and should not be interpreted in an idealized or overly formal sense.

Where a convention analogous to "at least one of A, B and C, etc." is used, in general such a construction is intended in the sense one having skill in the art would understand the convention (e.g., "a system having at least one of A, B and C" would include but not be limited to systems that have a alone, B alone, C alone, a and B together, a and C together, B and C together, and/or A, B, C together, etc.).

In the technical scheme of the disclosure, the acquisition, storage, application and the like of the personal information of the related user all accord with the regulations of related laws and regulations, necessary security measures are taken, and the customs of the public order is not violated.

The embodiment of the disclosure provides a management method of an operation and maintenance project, which includes: and acquiring a to-be-processed work order of at least one operation and maintenance project. And performing semantic recognition on the work order to be processed so as to extract the first key information and the second key information from the work order to be processed. At least one historical case and at least one operation and maintenance person are obtained. And determining a historical case matched with the first key information from at least one historical case to obtain a target case. And determining the operation and maintenance personnel matched with the second key information from at least one operation and maintenance personnel to obtain the target personnel. And pushing the target case to the target person.

By adopting the management method of the embodiment of the disclosure, the first key information and the second key information can be extracted from the work order to be processed in a semantic recognition mode, then, the operation and maintenance personnel (also called target personnel) to which the work order to be processed is distributed are determined according to the first key information, the related historical cases (also called target cases) are found according to the second key information, and the target cases are pushed to the target personnel, so that the operation and maintenance personnel can conveniently determine the solution of the work order to be processed, and the processing efficiency of the work order to be processed is improved.

Fig. 1 schematically illustrates an application scenario diagram of an operation and maintenance project management method, apparatus, device, medium, and program product according to an embodiment of the present disclosure.

As shown in fig. 1, the application scenario 100 according to this embodiment may include

terminal devices

101, 102, 103, a network 104, a server 105, and a server 106. Network 104 is the medium used to provide communication links between

terminal devices

101, 102, 103, server 105, and server 106. Network 104 may include various connection types, such as wired, wireless communication links, or fiber optic cables, to name a few.

The user may use the

terminal devices

101, 102, 103 to interact with the server 105 via the network 104 to receive or send messages or the like. The

terminal devices

101, 102, 103 may have installed thereon various communication client applications, such as shopping-like applications, web browser applications, search-like applications, instant messaging tools, mailbox clients, social platform software, etc. (by way of example only).

The

terminal devices

101, 102, 103 may be various electronic devices having a display screen and supporting web browsing, including but not limited to smart phones, tablet computers, laptop portable computers, desktop computers, and the like.

The server 105 may be a server providing various services, such as a background management server (for example only) providing support for websites browsed by users using the

terminal devices

101, 102, 103. The background management server may analyze and perform other processing on the received data such as the user request, and feed back a processing result (e.g., a webpage, information, or data obtained or generated according to the user request) to the terminal device.

It should be noted that the management method of the operation and maintenance project provided by the embodiment of the present disclosure may be generally executed by the server 105. Accordingly, the management device for the operation and maintenance project provided by the embodiment of the present disclosure may be generally disposed in the server 105. The management method for the operation and maintenance project provided by the embodiment of the present disclosure may also be executed by a server or a server cluster that is different from the server 105 and is capable of communicating with the

terminal devices

101, 102, and 103 and/or the server 105. Accordingly, the management apparatus for the operation and maintenance project provided by the embodiment of the present disclosure may also be disposed in a server or a server cluster that is different from the server 105 and can communicate with the

terminal devices

101, 102, and 103 and/or the server 105.

In the disclosed embodiment, a work order system for managing work orders (including pending work orders and completed work orders, etc.) may be provided in the server 106. The management method of the embodiment of the present disclosure is executed by the server 105, and the server 105 may acquire the work order to be processed, the completed work order, and the like from the server 106 through the network 104. After the completed work order is obtained, the completed work order may be used as a history case to construct a history case database, and after the work order to be processed is obtained, the management method for the operation and maintenance project according to the embodiment of the present disclosure is executed. In the embodiment of the present disclosure, the server 105 acquires data from the server 106, and interacts with the operation and maintenance personnel after performing local processing, so that the data of the server 106 does not directly participate in the interaction with the operation and maintenance personnel, and thus the information stored in the server 106 can be prevented from being leaked. On the other hand, the server 105 can be connected to an external network, and when an external attack is made, an attacker can only attack the server 105 but not the server 106, thereby preventing data inside the company from being attacked.

It should be understood that the number of terminal devices, networks, and servers in fig. 1 is merely illustrative. There may be any number of terminal devices, networks, and servers, as desired for implementation.

The operation and maintenance project management method according to the embodiment of the present disclosure will be described in detail with reference to fig. 2 based on the scenario described in fig. 1.

Fig. 2 schematically shows a flowchart of a management method for an operation and maintenance project according to an embodiment of the present disclosure, and as shown in fig. 2, the management method for an operation and maintenance project of this embodiment includes steps S210 to S260.

In step S210, a work order to be processed of at least one operation and maintenance project is obtained.

In the embodiment of the present disclosure, operation and maintenance refers to maintenance, update, and troubleshooting of products such as devices and/or programs provided to customers. For example, a self-service device in a bank, which may automatically or manually send out abnormality information by a worker when the self-service device is abnormal. After receiving the abnormal information, the enterprise providing the operation and maintenance will generate a work order to be processed in the work order system. The management method of the operation and maintenance project of the embodiment of the disclosure can acquire the work order to be processed from the work order system. The work order to be processed may include: work order number, work order category, problem description, adopted solution, proposal time, solution time, processing progress and other information.

In step S220, semantic recognition is performed on the work order to extract the first key information and the second key information from the work order.

In the embodiment of the present disclosure, semantic recognition may be performed on text information such as question description, and the first keyword and the second keyword may include: after semantic recognition is carried out on the problem description, a complete sentence is recognized from the problem description; or, a keyword obtained by dividing the complete sentence. In the following, it is exemplified that the first key information and the second key information include keywords, wherein the first key information may include keywords related to the content of the work order, and the second key information may include keywords related to the type of the work order. The semantic recognition method in the embodiments of the present disclosure is not limited specifically, for example, the semantic recognition may be performed through a naive bayes model, or may be performed through other semantic recognition methods that can be thought of by those skilled in the art, and is not limited herein.

In step S230, at least one history case and at least one operation and maintenance person are obtained.

In the embodiment of the disclosure, the completed work order may be obtained from the work order system, the completed work order may be used as a history case to establish a history case database, and the operation and maintenance personnel may be obtained to establish an operation and maintenance personnel database. For each history case, a label may be assigned to the history case according to the content of the history case, for example, the label of the history case may include: "failure a". For each operation and maintenance person, a label may be assigned to the operation and maintenance person according to the position of the operation and maintenance person, for example, the label of the operation and maintenance person may include: "software Engineers".

In step S240, a history case matching the first key information is determined from the at least one history case to obtain a target case.

In the embodiment of the disclosure, whether the history case is matched with the first key information or not can be judged according to the similarity between the label of the history case and the keyword of the first key information. For example, the number of the history cases is multiple, and the multiple history cases are history case X and history case Y, respectively. The first key information may include "failure a", the label of the history case X is "failure a", the label of the history case Y is "failure B", and it can be known from the above that the history case X matches with the keyword of the first key information, and thus, the history case X is used as the target case.

In step S250, an operation and maintenance person matched with the second key information is determined from at least one operation and maintenance person to obtain a target person.

In the embodiment of the disclosure, whether the operation and maintenance personnel are matched with the second key information can be judged through the similarity between the label of the operation and maintenance personnel and the key word of the second key information. For example, the number of the operation and maintenance personnel is multiple, and the operation and maintenance personnel are respectively an operation and maintenance personnel M and an operation and maintenance personnel N. The second key information may include a keyword "software failure", a label of the operation and maintenance person M is "software engineer", a label of the operation and maintenance person N is "hardware engineer", and it can be known from the above contents that the operation and maintenance person M matches the keyword of the second key information, and therefore, the operation and maintenance person M is used as a target person.

It should be noted that, in addition to determining the target cases and target persons according to the matching manner of the keywords and the tags, in other embodiments of the present disclosure, the target cases and target persons may be determined by clustering or other manners that can occur to those skilled in the art. Taking the determination of the target case by using the K-means clustering model as an example. Firstly, when the historical case database is established, a plurality of historical cases are divided into a plurality of cluster classes to be stored in the historical case database. When the first key information is obtained, the distance between the first key information and the clustering center of each cluster is determined through the clustering model, then the first key information is divided into the cluster corresponding to the clustering center closest to the first key information, and the historical case in the cluster is used as the target case.

In step S260, the target case is pushed to the target person.

In the embodiment of the disclosure, the target person can perform feedback after receiving the target case, and the embodiment of the disclosure can collect the feedback of the worker and update the work order to be processed. For example, the feedback of the target person may include: the processing progress of the target person on the work order to be processed, and the actual solution adopted by the target person when processing the work order to be processed.

By adopting the management method of the embodiment of the disclosure, the historical cases can be automatically pushed to the operation and maintenance personnel, so that the operation and maintenance personnel can conveniently determine the solution, and the processing efficiency of the work order to be processed is improved.

The operation and maintenance project management method according to the embodiment of the present disclosure will be described in detail below with reference to fig. 2 to 7 based on the scenario described in fig. 1.

In some embodiments, a communication platform may be built in an Office Automation (OA), and the target case may be pushed to the target person through the Office. The target personnel can be one operation and maintenance personnel or a plurality of operation and maintenance personnel, and when the target personnel are a plurality of operation and maintenance personnel, a communication group can be built in the office system, so that the target cases can be pushed to the plurality of operation and maintenance personnel at the same time, and the operation and maintenance personnel in the group can interact in the group, thereby improving the cooperation efficiency. In addition, the current office system is provided with perfect measures such as confidentiality, protection and the like, information leakage can be prevented by pushing target cases in the office system, and data security is improved.

In some embodiments, the first key information and the second key information include keywords, and the keywords may be keywords having a grammatical meaning extracted from the recognized complete sentence after performing word segmentation processing on the recognized complete sentence according to grammatical features. For example: the recognized complete sentence is that the program B has a fault A after the running time reaches F, the keywords with grammatical meanings extracted from the sentence are the program B, the time C and the fault A, and the words without grammatical meanings, such as prepositions, auxiliary words and the like, are omitted.

Fig. 3 schematically illustrates a flowchart of semantic recognition of a work order to be processed according to an embodiment of the present disclosure, and as shown in fig. 3, in some specific embodiments, step S220 includes steps S221 to S226.

In step S221, the work order to be processed is subjected to word segmentation processing.

In step S222, at least one keyword is extracted from the work order after word segmentation.

In the embodiment of the disclosure, the content in the work order after the keyword is recognized by using a pre-constructed dictionary to obtain a keyword set. The pre-constructed dictionary is constructed based on the corpus sample. In practical application, the corpus sample can be a keyword obtained by segmenting and recognizing a historical case, the keyword is used as a corpus sample and is input into a dictionary construction tool, and the dictionary construction is carried out according to the input corpus sample through the dictionary construction tool.

In step S223, determining whether there is sensitive information in at least one keyword, and if there is sensitive information in at least one keyword, executing step S224; when there is no sensitive information in the at least one keyword, step S226 is performed.

In the embodiment of the present disclosure, the sensitive information may be a complete sentence recognized from the work order to be processed, or a keyword obtained by segmenting the complete sentence, and the recognition of the sensitive information may also be implemented by using a pre-constructed dictionary, which is obtained by referring to the foregoing in a specific manner, and therefore, the detailed description thereof is omitted here.

In step S224, desensitization processing is performed on the sensitive information.

In the embodiment of the present disclosure, the desensitization processing on the sensitive information may be to deform or eliminate data of the sensitive information according to a preset desensitization rule, so as to implement reliable protection on the sensitive information.

In step S225, the keywords subjected to desensitization processing are integrated according to word senses to obtain first key information and second key information.

In step S226, at least one keyword is integrated according to word senses to obtain first key information and second key information.

In the disclosed embodiment, the first key information may include keywords related to the content of the work order, such as "program B", "trouble a", "trouble content D", and the like, and the second key information may include keywords related to the type of the work order, such as "software trouble".

In some embodiments, the number of the history cases is multiple, each history case has a label, and the number of the labels may be according to actual needs, for example, each history case may have one label or may have multiple labels.

In the embodiment of the present disclosure, each keyword in the keyword set may be type-recognized by a pre-trained Classifier (Classifier), and a corresponding tag is assigned to each keyword. The classifier is obtained by constructing a classification model on the basis of existing data, the classification model can comprise models such as a decision tree, logistic regression, naive Bayes, a neural network and the like, and the classifier can map data in a data set to a certain one of given categories. And training the classifier by using a pre-configured sample set to obtain the trained classifier, performing semantic recognition on the keywords, and mapping each keyword in the keyword set to a certain type of label in a given category.

In some embodiments, there may be multiple tags for each history case, and if there are the same tags, the same tags are deduplicated. The deduplication processing means that only one of the same tags is retained. Illustratively, for example, a history case has four labels, namely "program B", "failure A", "failure content D", and "program B". The number of the programs B is two, only one of the programs B is reserved, and the finally obtained history case after duplication has three labels, namely the program B, the fault A and the fault content D.

In the embodiments of the present disclosure, the deduplication process may also mean that only one of the semantically identical tags is retained. Illustratively, for example, a history case has four labels, namely "program B", "failure A", "failure content D", and "program B". Wherein, the two labels of the program B and the program B represent the same semantic meaning, and only one of the two labels can be reserved.

Fig. 4 schematically shows a flowchart for acquiring a target case according to an embodiment of the present disclosure, and as shown in fig. 4, step S240 includes steps S241 to S243.

In step S241, for each history case, the first key information is matched with the label of the history case, and the matching degree of each history case is determined according to the matching result.

For example, the matching degree of each history case can be determined according to the matching number of the label of each history case and the keyword of the first key information. For example, the number of the history cases is multiple, and the multiple history cases are history case X, history case Y, and history case Z, respectively. The first key information may include a plurality of keywords, the plurality of keywords are "program B", "failure a" and "failure content D", the labels of the history case X are "program B", "failure a" and "failure content D", the labels of the history case Y are "program E", "failure a" and "failure content D", the labels of the history case Z are "program E", "failure a" and "failure content F", and it can be known from the above contents that the matching degree of the history case X and the first key information is 100%, the matching degree of the history case Y and the first key information is 66.7%, and the matching degree of the history case Z and the first key information is 33.3%, and therefore, the history case X may be used as a target case.

Step S242, select a history case with a matching degree satisfying a first preset condition from the plurality of history cases.

In the embodiment of the present disclosure, a preset matching degree may be set, and a history case with a matching degree greater than the preset matching degree is used as a target case, and on this premise, the first preset condition may be set as: the matching degree is greater than or equal to the preset matching degree. The preset matching degree can be determined according to actual needs, and the preset matching degree can be set to 80% by taking the history case X, the history case Y and the history case Z as examples, so that the history case with the matching degree meeting the first preset condition is the history case X. Or, in the embodiment of the present disclosure, the matching degrees may also be sorted from high to low, and the previous J historical cases corresponding to the matching degrees are selected as target cases, and on this premise, the first preset condition may be set as: the sequence number of the matching degree in the sequence is less than or equal to J. For example, J is 2, then after the history case X, the history case Y and the history case Z are sorted, the history cases with the matching degree satisfying the first preset condition are the history case X and the history case Y.

In some embodiments, step S242 includes step S2421.

In step S2421, a history case with a matching degree satisfying a first preset condition and an adoption degree satisfying a second preset condition is selected from the plurality of history cases.

In the disclosed embodiments, the adoption degree of each history case may refer to the number of times each history case is adopted. The second preset condition may refer to that the degree of adoption reaches a preset degree of adoption; or, the second preset condition may be that the adoption degrees are sorted, and the first L history cases of the adoption degrees are selected, for example, the first two history cases of the adoption degrees are selected.

In the embodiment of the present disclosure, a preset adoption may be set, and on this premise, the second preset condition may be set as: the adoption degree is greater than or equal to the preset adoption degree. Or, the adoption degrees may be sorted from high to low, and the history cases corresponding to the first L adoption degrees are selected as target cases, and on this premise, the second preset condition may be set as: the number of degrees of adoption in the sequence is less than or equal to L. For example, setting L to 1, as described above, the history case satisfying the first preset condition is the history case X and the history case Y, where the number of times of adoption of the history case X is 3, and the number of times of adoption of the history case Y is 4, and then after the history case X and the history case Y are sorted, the history case whose matching degree satisfies the second preset condition is the history case Y.

In step S243, the selected history case is determined as a target case.

Fig. 5 schematically illustrates a flowchart of updating the adoption level according to an embodiment of the disclosure, and as shown in fig. 2 and 5, in some specific embodiments, after step S260, the management method further includes step S270 and step S280.

In step S270, feedback information of the target person to the target case is obtained.

In an embodiment of the present disclosure, the feedback information may include: whether the target person adopts the pushed target case.

In step S280, the adoption level of the target case is updated according to the feedback information.

In the embodiment of the disclosure, semantic recognition can be performed on the feedback information, and whether the target case is adopted by the operation and maintenance personnel after being pushed to the operation and maintenance personnel is judged. If yes, increasing the adoption times of the historical case, and if not, not changing the adoption times of the historical case.

In some embodiments, the feedback information may also include an adjustment of the information of the target case by the target person, for example, for a current work order to be processed, an improvement is needed on the basis of the target case, and then the improvement may also be collected to supplement the target case.

In some embodiments, the feedback information may also include the progress of the processing of the work order to be processed by the target person.

In some embodiments, after the work order of the current generation process is completed, the relevant information of the work order may be collected, the work order and the relevant information may be integrated, and the label may be distributed to be stored in the historical case database as a new historical case, so as to update the historical case database.

In some embodiments, the latest work order may be obtained from the work order system periodically, and the historical case database may be updated according to the latest work order in the work order system.

Fig. 6 schematically shows a flowchart of sending a overdue reminder according to an embodiment of the present disclosure, and as shown in fig. 6, in some specific embodiments, the management method further includes step S310 and step S320.

In step S310, when the work order to be processed is overdue, the work order grade of the work order is obtained, and the work order grade corresponds to the job level of the operation and maintenance staff.

In the embodiment of the disclosure, the processing progress of the to-be-processed work order may be periodically obtained, and when the to-be-processed work order is in an unfinished state and the duration time reaches a preset time length, it is determined that the to-be-processed work order is overdue. In the embodiment of the disclosure, the work order grade is positively correlated with the job level of the operation and maintenance personnel, and the higher the work order grade is, the higher the job level of the operation and maintenance personnel is.

In step S320, the work order level of the overdue work order to be processed is promoted, and an overdue reminder is sent to the corresponding operation and maintenance staff according to the new work order level.

In the embodiment of the disclosure, when overdue occurs, overdue reminders can be sent to operation and maintenance personnel of higher job level, so that the operation and maintenance personnel can accelerate the processing progress of the work order to be processed.

In some embodiments, the history cases in the history case database may be graphically displayed, for example, statistics of recent times of occurrence of the history cases with a certain label, commonalities of adopted solutions, and the like, and the display may be performed by using a chart or the like.

Fig. 7 is a flow chart schematically illustrating a process of querying status information of a reinsurance item according to an embodiment of the disclosure, where, as shown in fig. 7, in some specific embodiments, at least one operation and maintenance item includes at least one reinsurance item. The management method further includes steps S410 to S430.

In step S410, at least one status information of at least one reinsurance item is collected according to a preset period.

In the embodiment of the present disclosure, the re-insurance item may refer to an operation and maintenance item focused on, or an operation and maintenance item that needs focused attention in a special period. The preset period and the collected state information can be set according to actual requirements.

In some embodiments, the status information of the reinsurance project may also be pushed to the relevant operation and maintenance personnel periodically, so that the staff can check the latest status information of the reinsurance project in real time.

In step S420, in response to the query request of the operation and maintenance staff, the status information matching the query request is obtained from the at least one status information.

In the embodiment of the disclosure, the acquired state information may be classified, tags may be allocated, the query request may be subjected to semantic recognition, keywords may be extracted, and the state information matched with the query request may be found by matching the keywords with the tags.

In step S430, the selected status information matching the query request is displayed.

In the embodiment of the present disclosure, the display mode of the state information may be determined according to actual needs, for example, a graphical display mode such as a chart may be adopted for the state information.

In some embodiments, multiple pieces of status information of the reinsurance project may be collected, and the collection function of the multiple pieces of status information may be selected to be fully turned on, partially turned on, or fully turned off according to actual needs.

Based on the management method of the operation and maintenance project, the disclosure also provides a management device of the operation and maintenance project. The apparatus will be described in detail below with reference to fig. 8.

Fig. 8 schematically shows a block diagram of a management apparatus for an operation and maintenance project according to an embodiment of the present disclosure.

As shown in fig. 8, the management apparatus 800 for operation and maintenance items in this embodiment includes a first obtaining module 810, a recognition module 820, a second obtaining module 830, a processing module 840, and a pushing module 850.

The first obtaining module 810 is configured to obtain a to-be-processed work order of the to-be-processed operation and maintenance project. In an embodiment, the first obtaining module 810 may be configured to perform the step S210 described above, which is not described herein again.

The recognition module 820 is configured to perform semantic recognition on the work order to be processed, so as to extract the first key information and the second key information from the work order to be processed. In an embodiment, the identifying module 820 may be configured to perform the step S220 described above, which is not described herein again.

The second obtaining module 830 is configured to obtain at least one historical case and at least one operation and maintenance person. In an embodiment, the second obtaining module 830 may be configured to perform the step S230 described above, and is not described herein again.

The processing module 840 is configured to determine a history case matching the first key information from the at least one history case to obtain a target case; and determining the operation and maintenance personnel matched with the second key information from at least one operation and maintenance personnel to obtain the target personnel. In an embodiment, the processing module 840 may be configured to perform the steps S240 and S250 described above, which are not described herein again.

The pushing module 850 is used to push the target case to the target person. In an embodiment, the pushing module 850 may be configured to perform the step S260 described above, which is not described herein again.

In some embodiments, the management device 800 of the operation and maintenance project may perform data interaction with the office system and the work order system through the API interface.

By adopting the management device for the operation and maintenance project, the first key information and the second key information can be extracted from the to-be-processed work order in a semantic recognition mode, then, the operation and maintenance personnel (namely target personnel) to which the to-be-processed work order is distributed are determined according to the first key information, the related historical cases (namely target cases) are found according to the second key information, and the target cases are pushed to the target personnel, so that the operation and maintenance personnel can conveniently determine the solution of the to-be-processed work order, and the processing efficiency of the to-be-processed work order is improved.

According to the embodiment of the present disclosure, any plurality of the first obtaining module 810, the identifying module 820, the second obtaining module 830, the processing module 840, and the pushing module 850 may be combined into one module to be implemented, or any one of the modules may be split into a plurality of modules. Alternatively, at least part of the functionality of one or more of these modules may be combined with at least part of the functionality of the other modules and implemented in one module. According to an embodiment of the present disclosure, at least one of the first obtaining module 810, the identifying module 820, the second obtaining module 830, the processing module 840 and the pushing module 850 may be implemented at least partially as a hardware circuit, such as a Field Programmable Gate Array (FPGA), a Programmable Logic Array (PLA), a system on a chip, a system on a substrate, a system on a package, an Application Specific Integrated Circuit (ASIC), or may be implemented by hardware or firmware in any other reasonable manner of integrating or packaging a circuit, or implemented by any one of three implementations of software, hardware and firmware, or any suitable combination of any of them. Alternatively, at least one of the first obtaining module 810, the identifying module 820, the second obtaining module 830, the processing module 840 and the pushing module 850 may be at least partially implemented as a computer program module, which when executed may perform a corresponding function.

As shown in fig. 9, an electronic apparatus 900 according to an embodiment of the present disclosure includes a processor 901 which can perform various appropriate actions and processes in accordance with a program stored in a Read Only Memory (ROM)902 or a program loaded from a storage portion 908 into a Random Access Memory (RAM) 903. Processor 901 may comprise, for example, a general purpose microprocessor (e.g., a CPU), an instruction set processor and/or associated chipset, and/or a special purpose microprocessor (e.g., an Application Specific Integrated Circuit (ASIC)), among others. The processor 901 may also include on-board memory for caching purposes. The processor 901 may comprise a single processing unit or a plurality of processing units for performing the different actions of the method flows according to embodiments of the present disclosure.

In the RAM 903, various programs and data necessary for the operation of the electronic apparatus 900 are stored. The processor 901, the ROM 902, and the RAM 903 are connected to each other through a bus 904. The processor 901 performs various operations of the method flows according to the embodiments of the present disclosure by executing programs in the ROM 902 and/or the RAM 903. Note that the programs may also be stored in one or more memories other than the ROM 902 and the RAM 903. The processor 901 may also execute various steps of the management method of the operation and maintenance project according to the embodiment of the present disclosure by executing the program stored in the one or more memories.

Electronic device 900 may also include input/output (I/O) interface 905, input/output (I/O) interface 905 also connected to bus 904, according to an embodiment of the present disclosure. The electronic device 900 may also include one or more of the following components connected to the I/O interface 905: an input portion 906 including a keyboard, a mouse, and the like; an output section 907 including components such as a Cathode Ray Tube (CRT), a Liquid Crystal Display (LCD), and the like, and a speaker; a storage portion 908 including a hard disk and the like; and a communication section 909 including a network interface card such as a LAN card, a modem, or the like. The communication section 909 performs communication processing via a network such as the internet. The drive 910 is also connected to the I/O interface 905 as necessary. A removable medium 911 such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, or the like is mounted on the drive 910 as necessary, so that a computer program read out therefrom is mounted into the storage section 908 as necessary.

The present disclosure also provides a computer-readable storage medium, which may be contained in the apparatus/device/system described in the above embodiments; or may exist separately and not be assembled into the device/apparatus/system. The computer readable storage medium carries one or more programs which, when executed, implement a method for managing an operation and maintenance project according to an embodiment of the present disclosure.

According to embodiments of the present disclosure, the computer-readable storage medium may be a non-volatile computer-readable storage medium, which may include, for example but is not limited to: 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), 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 present disclosure, 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. For example, according to embodiments of the present disclosure, a computer-readable storage medium may include the ROM 902 and/or the RAM 903 described above and/or one or more memories other than the ROM 902 and the RAM 903.

Embodiments of the present disclosure also include a computer program product comprising a computer program containing program code for performing the method illustrated in the flow chart. When the computer program product runs in a computer system, the program code is used for causing the computer system to realize the management method of the operation and maintenance project provided by the embodiment of the disclosure.

The computer program performs the above-described functions defined in the system/apparatus of the embodiments of the present disclosure when executed by the processor 901. The systems, apparatuses, modules, units, etc. described above may be implemented by computer program modules according to embodiments of the present disclosure.

In one embodiment, the computer program may be hosted on a tangible storage medium such as an optical storage device, a magnetic storage device, or the like. In another embodiment, the computer program may also be transmitted, distributed in the form of a signal on a network medium, and downloaded and installed through the communication section 909 and/or installed from the removable medium 911. The computer program containing program code may be transmitted using any suitable network medium, including but not limited to: wireless, wired, etc., or any suitable combination of the foregoing.

In such an embodiment, the computer program may be downloaded and installed from a network through the communication section 909, and/or installed from the removable medium 911. The computer program, when executed by the processor 901, performs the above-described functions defined in the system of the embodiment of the present disclosure. The systems, devices, apparatuses, modules, units, etc. described above may be implemented by computer program modules according to embodiments of the present disclosure.

In accordance with embodiments of the present disclosure, program code for executing computer programs provided by embodiments of the present disclosure may be written in any combination of one or more programming languages, and in particular, these computer programs may be implemented using high level procedural and/or object oriented programming languages, and/or assembly/machine languages. The programming language includes, but is not limited to, programming languages such as Java, C + +, python, the "C" language, or the like. The program code may execute entirely on the user computing device, partly on the user device, partly on a remote computing device, or entirely on the remote computing device or server. In the case of a remote computing device, the remote computing device may be connected to the user computing device through any kind of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or may be connected to an external computing device (e.g., through the internet using an internet service provider).

The flowchart and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods and computer program products according to various embodiments of the present disclosure. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of code, which comprises one or more executable instructions for implementing the specified logical function(s). It should also be noted that, in some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. It will also be noted that each block of the block diagrams or flowchart illustration, and combinations of blocks in the block diagrams or flowchart illustration, can be implemented by special purpose hardware-based systems which perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.

Those skilled in the art will appreciate that various combinations and/or combinations of features recited in the various embodiments and/or claims of the present disclosure can be made, even if such combinations or combinations are not expressly recited in the present disclosure. In particular, various combinations and/or combinations of the features recited in the various embodiments and/or claims of the present disclosure may be made without departing from the spirit or teaching of the present disclosure. All such combinations and/or associations are within the scope of the present disclosure.

The embodiments of the present disclosure have been described above. However, these examples are for illustrative purposes only and are not intended to limit the scope of the present disclosure. Although the embodiments are described separately above, this does not mean that the measures in the embodiments cannot be used in advantageous combination. The scope of the disclosure is defined by the appended claims and equivalents thereof. Various alternatives and modifications can be devised by those skilled in the art without departing from the scope of the present disclosure, and such alternatives and modifications are intended to be within the scope of the present disclosure.

Claims

1. A management method for operation and maintenance projects is characterized by comprising the following steps:

acquiring a to-be-processed work order of at least one operation and maintenance project;

and pushing the target case to the target personnel.

2. The management method according to claim 1, wherein the step of performing semantic recognition on the to-be-processed work order to extract first key information and second key information from the to-be-processed work order comprises:

performing word segmentation on the work order to be processed;

extracting at least one keyword from the work order after word cutting;

3. The management method according to claim 1, wherein the number of the history cases is multiple, each history case has a label, and the step of determining the history case matching the first key information from the at least one history case to obtain the target case comprises:

and determining the selected historical case as the target case.

4. The management method according to claim 3, wherein the step of selecting the history cases with the matching degree satisfying a first preset condition from the plurality of history cases comprises:

5. The management method according to claim 1, wherein after the step of pushing the target case to the target person, the management method further comprises:

acquiring feedback information of the target person to the target case;

6. The management method according to claim 1, wherein the management method further comprises:

7. The management method of claim 1, wherein the at least one operation and maintenance item comprises at least one reinsurance item, the management method further comprising:

and displaying the selected state information matched with the query request.

8. An operation and maintenance project management apparatus, comprising:

9. An electronic device, comprising:

one or more processors;

a storage device for storing one or more programs,

wherein the one or more programs, when executed by the one or more processors, cause the one or more processors to perform the management method of any of claims 1 to 7.

10. A computer-readable storage medium having stored thereon executable instructions, characterized in that the instructions, when executed by a processor, cause the processor to carry out the management method according to any one of claims 1 to 7.

11. A computer program product comprising a computer program, characterized in that the computer program realizes the management method according to any one of claims 1 to 7 when executed by a processor.