CN114626557A - Operation and maintenance service processing method, device, equipment and product - Google Patents
Operation and maintenance service processing method, device, equipment and product Download PDFInfo
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Abstract
The invention provides a processing method, a device, equipment and a product of operation and maintenance service, which relate to the technical field of operation and maintenance, and the method comprises the following steps: acquiring an operation and maintenance service to be processed, and extracting characteristic information of the operation and maintenance service to be processed; determining operation and maintenance equipment corresponding to the operation and maintenance service to be processed based on the characteristic information; inputting the characteristic information into a preset knowledge base, and acquiring a matched service scene output by the preset knowledge base and an operation and maintenance scheme corresponding to the service scene; and processing the operation and maintenance service to be processed based on the operation and maintenance equipment and the operation and maintenance scheme. The invention can realize automatic operation and maintenance and can obviously improve the operation and maintenance efficiency. The problems that manual processing efficiency is low and fault processing completely depends on manual experience are solved.
Description
Technical Field
The present invention relates to the field of operation and maintenance technologies, and in particular, to a method, an apparatus, a device, and a product for processing an operation and maintenance service.
Background
The daily operation and maintenance work of operators is extremely complex, any one work needs a specific group to process at a specific time by using a plurality of complex system tools, and therefore, the operation and maintenance process generates a large amount of mechanization and repetitive labor and is time-consuming and labor-consuming. In order to improve the operation and maintenance processing efficiency, various specialized manufacturers have built mature and specialized systems, and the systems coexist with terminals, but frequent switching among a plurality of systems or terminals is required when the operation and maintenance service is processed, which is tedious and inefficient.
How to perform operation and maintenance service processing to improve operation and maintenance efficiency, and avoid the problems of complexity, time consumption and labor consumption caused by only manual operation and maintenance, which is a focus of current attention of technicians in the field.
Disclosure of Invention
The invention provides a processing method, a device, equipment and a product of operation and maintenance service, which are used for solving the defect of low operation and maintenance service processing efficiency in the prior art, realizing automatic operation and maintenance and remarkably improving the operation and maintenance efficiency. The problems that manual processing efficiency is low and fault processing completely depends on manual experience are solved.
The invention provides a processing method of operation and maintenance service, which comprises the following steps:
acquiring an operation and maintenance service to be processed, and extracting characteristic information of the operation and maintenance service to be processed;
determining operation and maintenance equipment corresponding to the operation and maintenance service to be processed based on the characteristic information;
inputting the characteristic information into a preset knowledge base, and acquiring a matched service scene output by the preset knowledge base and an operation and maintenance scheme corresponding to the service scene; the preset knowledge base comprises a matching relation between preset characteristic information and a preset service scene and a preset operation and maintenance scheme corresponding to the preset service scene, wherein the service scene is one of the preset service scenes which are successfully matched, the operation and maintenance scheme is the preset operation and maintenance scheme corresponding to the preset service scene which is successfully matched, and the preset service scene comprises at least one operation and maintenance processing node;
and processing the operation and maintenance service to be processed based on the operation and maintenance equipment and the operation and maintenance scheme.
According to the processing method of the operation and maintenance service provided by the invention, the operation and maintenance processing nodes contained in the preset service scene comprise at least one approval node: correspondingly, the processing the operation and maintenance service to be processed based on the operation and maintenance device and the operation and maintenance scheme specifically includes the following steps:
processing the operation and maintenance service to be processed based on the operation and maintenance equipment and the operation and maintenance scheme;
when the operation and maintenance service to be processed flows through the approval node, generating a first window, and judging whether to continue processing or not based on first input information input in the first window;
when the judgment result is yes, the operation and maintenance service flow to be processed is transferred to the operation and maintenance processing node adjacent to the approval node judged to be yes to continue processing;
and if not, returning the operation and maintenance service to be processed to the previous operation and maintenance processing node adjacent to the approval node which is determined not to be processed, generating a second window, and processing the previous operation and maintenance processing node based on second input information input in the second window.
According to the processing method of the operation and maintenance service provided by the invention, in the step of inputting the characteristic information into a preset knowledge base and acquiring the matched service scene output by the preset knowledge base and the operation and maintenance scheme corresponding to the service scene, the preset operation and maintenance scheme is generated based on third input information and fourth input information generated in the process of processing the preset operation and maintenance service, the third input information is information input to a third window,
the third window is generated when the preset operation and maintenance service flows through the approval node, the fourth input information is information input to a fourth window, and the fourth window is generated when the preset operation and maintenance service returns.
According to the processing method of the operation and maintenance service provided by the invention, the method further comprises the following steps:
inputting the characteristic information into a preset knowledge base, and if the preset knowledge base cannot be matched with the preset service scene, generating a corresponding fifth window for the operation and maintenance processing node of the operation and maintenance service to be processed, which is not the approval node;
processing the operation and maintenance service to be processed based on fifth input information input in the fifth window of the operation and maintenance processing node which is not the initial approval node;
when the operation and maintenance service to be processed flows through the approval node, a sixth window is generated, and whether to continue processing is judged based on sixth input information input in the sixth window;
when the judgment result is yes, the operation and maintenance service flow to be processed is transferred to the next operation and maintenance processing node adjacent to the approval node judged to be yes, and processing is continued on the basis of fifth input information corresponding to the next operation and maintenance processing node;
when the judgment result is no, returning the operation and maintenance service to be processed to the previous operation and maintenance processing node adjacent to the approval node judged as no, generating a seventh window, and processing the previous operation and maintenance processing node based on seventh input information input in the seventh window;
correspondingly, the preset operation and maintenance scheme may be further generated based on the fifth input information, the sixth input information, and the seventh input information.
According to the processing method of the operation and maintenance service provided by the invention, the preset operation and maintenance scheme comprises a preset decision flow and a preset disposal scheme corresponding to the preset decision flow, and correspondingly, in the step of processing the operation and maintenance service to be processed based on the operation and maintenance equipment and the operation and maintenance scheme, the next operation and maintenance processing node adjacent to each operation and maintenance processing node is determined based on the preset decision flow.
According to the processing method of the operation and maintenance service provided by the invention, the operation and maintenance service to be processed is obtained, and the characteristic information of the operation and maintenance service to be processed is extracted, and the method specifically comprises the following steps;
acquiring the operation and maintenance service to be processed, and generating an operation and maintenance log for representing the operation and maintenance service to be processed;
and extracting the characteristic information in the operation and maintenance log based on the keywords.
The invention also provides a device for processing the operation and maintenance service, which comprises:
the acquisition module is used for acquiring the operation and maintenance service to be processed and extracting the characteristic information of the operation and maintenance service to be processed;
the first matching module is used for determining operation and maintenance equipment corresponding to the operation and maintenance service to be processed based on the characteristic information;
the second matching module is used for inputting the characteristic information into a preset knowledge base and acquiring a matched service scene output by the preset knowledge base and an operation and maintenance scheme corresponding to the service scene; the preset knowledge base comprises a matching relation between preset characteristic information and a preset service scene and a preset operation and maintenance scheme corresponding to the preset service scene, wherein the service scene is one of the preset service scenes which are successfully matched, the operation and maintenance scheme is the preset operation and maintenance scheme corresponding to the preset service scene which is successfully matched, and the preset service scene comprises at least one operation and maintenance processing node;
and the operation and maintenance module is used for processing the operation and maintenance service to be processed based on the operation and maintenance equipment and the operation and maintenance scheme.
The invention further provides an electronic device, which includes a memory, a processor and a computer program stored in the memory and executable on the processor, and when the processor executes the program, the steps of the operation and maintenance service processing method are implemented as any one of the steps described above.
The present invention also provides a non-transitory computer readable storage medium, on which a computer program is stored, which, when being executed by a processor, implements the steps of the method for processing an operation and maintenance service as described in any one of the above.
The present invention also provides a computer program product, including a computer program, where the computer program, when executed by a processor, implements the steps of the processing method for the operation and maintenance service as described in any one of the above.
According to the operation and maintenance service processing method, device, equipment and product provided by the invention, the operation and maintenance service to be processed is automatically matched with the relevant operation and maintenance equipment and operation and maintenance scheme, and the operation and maintenance service to be processed is processed based on the operation and maintenance equipment and the operation and maintenance scheme, so that the operation and maintenance service is navigated to execute and complete all operations, a large amount of mechanical and repetitive labor is avoided in operation and maintenance, mutual cooperation among a plurality of systems and various operation and maintenance personnel can be realized, automatic operation and maintenance are realized, and the operation and maintenance efficiency can be obviously improved. The problems that manual processing efficiency is low and fault processing completely depends on manual experience are solved.
Drawings
In order to more clearly illustrate the technical solutions of the present invention or the prior art, the drawings needed for the description of the embodiments or the prior art will be briefly described below, and it is obvious that the drawings in the following description are some embodiments of the present invention, and those skilled in the art can also obtain other drawings according to the drawings without creative efforts.
Fig. 1 is one of the flow diagrams of the processing method of the operation and maintenance service provided by the present invention;
fig. 2 is a schematic flowchart of step S400 in the processing method of the operation and maintenance service provided by the present invention;
FIG. 3 is a second schematic flow chart of the operation and maintenance service processing method provided by the present invention;
FIG. 4 is a schematic structural diagram of a processing apparatus of an operation and maintenance service provided by the present invention;
fig. 5 is a schematic structural diagram of an operation and maintenance module in the processing apparatus of the operation and maintenance service provided by the present invention;
fig. 6 is a second schematic structural diagram of a processing apparatus of the operation and maintenance service provided by the present invention;
fig. 7 is a schematic structural diagram of an electronic device provided in the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the present invention clearer, the technical solutions of the present invention will be clearly and completely described below with reference to the accompanying drawings, and it is obvious that the described embodiments are some, but not all embodiments of the present invention. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
The following describes the processing method of the operation and maintenance service of the present invention with reference to fig. 1, where the method includes the following steps:
s100, obtaining the operation and maintenance service to be processed, and extracting the characteristic information of the operation and maintenance service to be processed.
In the method, the operation and maintenance services include, but are not limited to, faults, complaints and the like generated on various types of equipment.
In this embodiment, the feature information is extracted by the following steps:
acquiring an operation and maintenance service to be processed, and generating an operation and maintenance log for representing the operation and maintenance service to be processed;
and extracting characteristic information in the operation and maintenance log based on the keywords.
After the operation and maintenance log is obtained, the operation and maintenance log can be filtered in real time, so that the feature information needing to be extracted can be obtained more accurately; the IP address of the operation and maintenance log, the time when the operation and maintenance log is generated, the body information of the operation and maintenance log, the attribute information, and the like may be extracted as the feature information.
In other embodiments, the feature information may also be extracted by a word segmentation technique, a semantic understanding technique, or the like.
S200, determining operation and maintenance equipment corresponding to the operation and maintenance service to be processed based on the characteristic information.
In the method, when an operation and maintenance service such as a fault or a complaint occurs, existing operation and maintenance equipment is automatically matched according to the equipment generating the operation and maintenance service, where the operation and maintenance equipment includes Internet Technology (IT) equipment and Communication Technology (CT) equipment, and IT should be noted that, in some possible embodiments, the operation and maintenance equipment may be the equipment itself generating the operation and maintenance service. Step S200 is intended to circle specific processing resources in preparation for the instantiation of the scene in step S300.
S300, inputting the characteristic information into a preset knowledge base, and acquiring the matched service scene output by the preset knowledge base and the operation and maintenance scheme corresponding to the service scene.
In the method, a preset knowledge base comprises a matching relation between preset characteristic information and a preset service scene and a preset operation and maintenance scheme corresponding to the preset service scene, wherein the service scene is one of the preset service scenes which are successfully matched, the operation and maintenance scheme is the preset operation and maintenance scheme corresponding to the preset service scene which is successfully matched, the preset service scene comprises at least one operation and maintenance processing node, and the operation and maintenance processing node contained in the preset service scene comprises at least one approval node.
It should be noted that the operation and maintenance processing nodes included in each operation and maintenance service may be different, and the operation and maintenance processing nodes included in the preset service scene are all nodes through which one operation and maintenance service may flow.
In this embodiment, the preset operation and maintenance scheme includes a preset decision flow and a preset disposal scheme corresponding to the preset decision flow, a subsequent operation and maintenance processing node adjacent to each operation and maintenance processing node may be determined based on the preset decision flow, and the approval node verifies an effect of the previous adjacent operation and maintenance processing node after being executed according to the preset disposal scheme.
In this embodiment, each approval node may be manually approved by an operation and maintenance worker, or may be matched according to a preset rule to complete automatic approval, and it should be noted that, when the approval result is passed, the corresponding processing manner may be to return to the approval node to perform a rollback processing, that is, to perform a recovery processing, according to an adjacent previous operation and maintenance processing node indicated by a preset decision flow, or to directly terminate the processing of the operation and maintenance service, that is, to terminate the processing.
S400, processing the operation and maintenance service to be processed based on the operation and maintenance equipment and the operation and maintenance scheme.
In this embodiment, the standard processing flow can be extracted from all the processed operation and maintenance services by the operation and maintenance personnel, a navigation map is formed by manual layout, precipitation and sharing of experience are completed, operation and maintenance processing nodes corresponding to a preset service scene are formed, and when the next operation and maintenance service performs the relevant processing of the preset service scene, that is, a service scene matched with a preset knowledge base, the navigation operation and maintenance service can execute and complete all operations based on the matched service scene, so that the conversion from 'person finding' to 'person finding' is completed.
According to the operation and maintenance service processing method, the operation and maintenance service to be processed is processed by automatically matching the relevant operation and maintenance equipment and operation and maintenance scheme for the operation and maintenance service to be processed and based on the operation and maintenance equipment and the operation and maintenance scheme, so that the operation and maintenance service is navigated to execute and complete all operations, a large amount of mechanical and repetitive labor is avoided in operation and maintenance, mutual cooperation among a plurality of systems and various operation and maintenance personnel can be realized, automatic operation and maintenance are realized, and operation and maintenance efficiency can be remarkably improved. The problems that manual processing efficiency is low and fault processing completely depends on manual experience are solved.
The following describes the operation and maintenance service processing method of the present invention with reference to fig. 2, and step S400 specifically includes the following steps:
and S410, processing the operation and maintenance service to be processed based on the operation and maintenance equipment and the operation and maintenance scheme, and determining a next operation and maintenance processing node adjacent to each operation and maintenance processing node based on a preset decision flow in the processing process.
And S420, when the operation and maintenance service flow to be processed flows through the approval nodes, generating a first window, and judging whether to continue processing or not based on first input information input in the first window.
It should be noted that the first window is generated under the condition that the operation and maintenance personnel manually approve; and if the operation and maintenance service to be processed flows through the approval node, judging whether to continue processing based on the preset rule without generating a first window.
And S430, when the judgment result is yes, the operation and maintenance service flow to be processed is transferred to the next operation and maintenance processing node adjacent to the approval node judged to be yes to continue processing.
And S440, when the judgment result is no, returning the operation and maintenance service to be processed to the previous operation and maintenance processing node adjacent to the approval node judged no, generating a second window, and processing the previous operation and maintenance processing node based on second input information input in the second window.
In this embodiment, the first input information and the second input information are information input by the operation and maintenance staff, that is, the first window and the second window are used by the operation and maintenance staff to input an approval opinion of the operation and maintenance service to be processed and a recovery processing opinion and suggestion after the return.
Preferably, the first window and the second window can be generated in a dialog box, a pop-up window, a short message and the like, so that the operation and maintenance personnel can input the first input information and the second input information through various ecological dialog channels such as instant chat, office APP, a short message and the like and in an interactive mode.
In the method, the preset operation and maintenance scheme is generated based on third input information and fourth input information generated in the preset operation and maintenance service processing process, the third input information is information input to a third window, the third window is generated when the preset operation and maintenance service flows through the approval node, the fourth input information is information input to a fourth window, and the fourth window is generated when the preset operation and maintenance service returns.
It should be noted that the third window is generated under the condition that the operation and maintenance personnel manually approve; and if the examination and approval is automatically completed by matching according to the preset rule, judging whether to continue processing based on the preset rule when the preset operation and maintenance service flows through the examination and approval node, and not generating a third window.
It can be understood that the third input information and the fourth input information are information input by the operation and maintenance personnel, that is, the third window and the fourth window are used by the operation and maintenance personnel to input an approval opinion of the preset operation and maintenance service and a recovery processing opinion and suggestion after the rollback, respectively. Correspondingly, the third window and the fourth window can also be generated in a dialog box, a popup window, a short message and the like.
The following describes the processing method of the operation and maintenance service of the present invention with reference to fig. 3, and the method further includes the following steps:
and S510, inputting the characteristic information into a preset knowledge base, and if the preset knowledge base cannot be matched with a preset service scene, generating a corresponding fifth window for an operation and maintenance processing node of a non-approval node of the operation and maintenance service to be processed.
And S520, processing the operation and maintenance service to be processed based on fifth input information input in a fifth window of the operation and maintenance processing node of the initial non-approval node.
The operation and maintenance processing node of the initial non-approval node can be understood as the initial node.
S530, when the operation and maintenance service to be processed flows through the approval node, a sixth window is generated, and whether the operation and maintenance service to be processed continues to be processed is judged based on sixth input information input in the sixth window.
And S540, when the judgment result is yes, the operation and maintenance service flow to be processed is transferred to the next operation and maintenance processing node adjacent to the approval node which is judged to be yes, and processing is continued on the basis of fifth input information corresponding to the next operation and maintenance processing node.
And S550, when the judgment result is no, returning the operation and maintenance service to be processed to the previous operation and maintenance processing node adjacent to the approval node judged no, generating a seventh window, and processing the previous operation and maintenance processing node based on seventh input information input in the seventh window.
It should be noted that the sixth window is generated under the condition that the operation and maintenance personnel manually approve; and if the operation and maintenance service to be processed flows through the approval node, judging whether to continue processing based on the preset rule without generating a sixth window.
It can be understood that the fifth input information, the sixth input information and the seventh input information are information input by the operation and maintenance personnel, that is, the fifth window, the sixth window and the seventh window are used by the operation and maintenance personnel to input the empirical processing opinions and suggestions, the approval opinions and the retrogression recovery processing opinions and suggestions of the operation and maintenance service, respectively. Correspondingly, the fifth window, the sixth window and the seventh window can also be generated in a dialog box, a popup window, a short message and the like.
If the preset knowledge base does not have a proper preset service scene to match the operation and maintenance service to be processed, the method can also arrange and automatically send the information obtained according to the existing conditions to the operation and maintenance personnel to complete the process of finding people, specifically, a decision-making process and a disposal scheme of the operation and maintenance service to be processed are indicated by generating a fifth window for the operation and maintenance personnel to input fifth input information, namely, the operation and maintenance personnel gives out key node judgment, and automatically executes the next process based on opinions and suggestions given by the operation and maintenance personnel to complete operation and maintenance work in communication, and relevant information is output to the fifth window to serve as the verification of the previous step and the reference of the next step.
Correspondingly, the preset operation and maintenance scheme can be generated based on the fifth input information, the sixth input information and the seventh input information.
In this embodiment, a decision flow and a disposal scheme of the operation and maintenance service to be processed when the preset knowledge base cannot be matched with the preset service scenario are recorded and remembered in a deep learning manner, so that a new preset service scenario is created or an existing preset service scenario is optimized, a process of deep learning and experience summarization is completed, and an automatic prompt is given at the next operation and maintenance time.
The following describes the processing device of the operation and maintenance service provided by the present invention, and the processing device of the operation and maintenance service described below and the processing method of the operation and maintenance service described above may be referred to correspondingly.
The operation and maintenance service processing device of the present invention is described below with reference to fig. 4, and the device includes:
the obtaining module 100 is configured to obtain the operation and maintenance service to be processed, and extract feature information of the operation and maintenance service to be processed.
In the device, the operation and maintenance service includes, but is not limited to, faults, complaints and the like generated on various types of equipment.
In this embodiment, the feature information is extracted by the following steps:
acquiring an operation and maintenance service to be processed, and generating an operation and maintenance log for representing the operation and maintenance service to be processed;
and extracting characteristic information in the operation and maintenance log based on the keywords.
After the operation and maintenance log is obtained, the operation and maintenance log can be filtered in real time, so that the feature information needing to be extracted can be obtained more accurately; the IP address of the operation and maintenance log, the time when the operation and maintenance log is generated, the body information of the operation and maintenance log, the attribute information, and the like may be extracted as the feature information.
In other embodiments, the feature information may also be extracted by a word segmentation technique, a semantic understanding technique, or the like.
And the first matching module 200 is configured to determine, based on the feature information, an operation and maintenance device corresponding to the operation and maintenance service to be processed.
In the apparatus, when an operation and maintenance service such as a failure or a complaint occurs in a device, an existing operation and maintenance device is automatically matched according to the device generating the operation and maintenance service, where the operation and maintenance device includes an IT device and a CT device.
The second matching module 300 is configured to input the feature information into the preset knowledge base, and acquire the service scenario matched with the feature information output by the preset knowledge base and the operation and maintenance scheme corresponding to the service scenario.
In the device, a preset knowledge base comprises a matching relation between preset characteristic information and a preset service scene and a preset operation and maintenance scheme corresponding to the preset service scene, the service scene is one of the preset service scenes which are successfully matched, the operation and maintenance scheme is the preset operation and maintenance scheme corresponding to the preset service scene which is successfully matched, the preset service scene comprises at least one operation and maintenance processing node, and the operation and maintenance processing node contained in the preset service scene comprises at least one approval node.
It should be noted that the operation and maintenance processing nodes included in each operation and maintenance service may be different, and the operation and maintenance processing nodes included in the preset service scene are all nodes through which one operation and maintenance service may flow.
In this embodiment, the preset operation and maintenance scheme includes a preset decision flow and a preset disposal scheme corresponding to the preset decision flow, a subsequent operation and maintenance processing node adjacent to each operation and maintenance processing node may be determined based on the preset decision flow, and the approval node verifies an effect of the previous adjacent operation and maintenance processing node after being executed according to the preset disposal scheme.
In this embodiment, each approval node may be manually approved by an operation and maintenance worker, or may be matched according to a preset rule to complete automatic approval, and it should be noted that, when the approval result is passed, the corresponding processing manner may be to return to the approval node to perform a rollback processing, that is, to perform a recovery processing, according to an adjacent previous operation and maintenance processing node indicated by a preset decision flow, or to directly terminate the processing of the operation and maintenance service, that is, to terminate the processing.
The operation and maintenance module 400 is configured to process the operation and maintenance service to be processed based on the operation and maintenance device and the operation and maintenance scheme.
In this embodiment, the standard processing flow can be extracted from all the processed operation and maintenance services by the operation and maintenance personnel, a navigation map is formed by manual layout, precipitation and sharing of experience are completed, operation and maintenance processing nodes corresponding to a preset service scene are formed, and when the next operation and maintenance service performs the relevant processing of the preset service scene, that is, a service scene matched with a preset knowledge base, the navigation operation and maintenance service can execute and complete all operations based on the matched service scene, so that the conversion from 'person finding' to 'person finding' is completed.
The operation and maintenance service processing device automatically matches the operation and maintenance service to be processed with the relevant operation and maintenance equipment and operation and maintenance scheme, processes the operation and maintenance service to be processed based on the operation and maintenance equipment and operation and maintenance scheme, and then navigates the operation and maintenance service to execute and complete all operations, thereby avoiding a large amount of mechanization and repetitive labor in operation and maintenance, realizing the mutual cooperation of a plurality of systems and various operation and maintenance personnel, realizing automatic operation and maintenance, and remarkably improving the operation and maintenance efficiency. The problems that manual processing efficiency is low and fault processing completely depends on manual experience are solved.
The following describes the operation and maintenance service processing apparatus according to the present invention with reference to fig. 5, where the operation and maintenance module 400 specifically includes:
the first operation and maintenance unit 410 is configured to process the operation and maintenance service to be processed based on the operation and maintenance device and the operation and maintenance scheme, and during the processing, determine a subsequent operation and maintenance processing node adjacent to each operation and maintenance processing node based on a preset decision flow.
And the second operation and maintenance unit 420 is configured to generate a first window when the operation and maintenance service to be processed flows through the approval node, and determine whether to continue processing based on the first input information input in the first window.
It should be noted that the first window is generated under the condition that the operation and maintenance personnel manually approve; and if the operation and maintenance service to be processed flows through the approval node, judging whether to continue processing based on the preset rule without generating a first window.
The third operation and maintenance unit 430 is configured to, when the judgment result is yes, transfer the operation and maintenance service flow to be processed to the next operation and maintenance processing node adjacent to the approval node judged as yes to continue processing;
and the fourth operation and maintenance unit 440 is configured to, when the judgment result is no, roll back the operation and maintenance service to be processed to the previous operation and maintenance processing node adjacent to the approval node judged no, generate a second window, and perform processing on the previous operation and maintenance processing node based on second input information input in the second window.
In this embodiment, the first input information and the second input information are information input by the operation and maintenance staff, that is, the first window and the second window are used by the operation and maintenance staff to input an approval opinion of the operation and maintenance service to be processed and a recovery processing opinion and suggestion after the return.
Preferably, the first window and the second window can be generated in a dialog box, a pop-up window, a short message and the like, so that the operation and maintenance personnel can input the first input information and the second input information through various ecological dialog channels such as instant chat, office APP, a short message and the like in an interactive mode.
In the device, the preset operation and maintenance scheme is generated based on third input information and fourth input information generated in the preset operation and maintenance service processing process, the third input information is information input to a third window, the third window is generated when the preset operation and maintenance service flows through the approval node, the fourth input information is information input to a fourth window, and the fourth window is generated when the preset operation and maintenance service returns.
It should be noted that the third window is generated under the condition that the operation and maintenance personnel manually approve; and if the examination and approval is automatically completed by matching according to the preset rule, judging whether to continue processing based on the preset rule when the preset operation and maintenance service flows through the examination and approval node without generating a third window.
It can be understood that the third input information and the fourth input information are information input by the operation and maintenance personnel, that is, the third window and the fourth window are used for the operation and maintenance personnel to input examination and approval opinions of the operation and maintenance service and recovery processing opinions and suggestions after the operation and maintenance service is returned, respectively. Correspondingly, the third window and the fourth window can also be generated in a dialog box, a popup window, a short message and the like.
The operation and maintenance service processing apparatus of the present invention is described below with reference to fig. 6, and the apparatus further includes:
the third matching module 510 is configured to input the feature information into the preset knowledge base, and if the preset knowledge base cannot be matched with the preset service scenario, generate a corresponding fifth window for the operation and maintenance processing node of the non-approval node of the operation and maintenance service to be processed.
And the fourth matching module 520 is configured to process the operation and maintenance service to be processed based on fifth input information input in a fifth window of the operation and maintenance processing node of the initial non-approval node.
The operation and maintenance processing node of the initial non-approval node can be understood as the initial node.
And a fifth matching module 530 configured to be used when the operation and maintenance service to be processed flows through the approval node. And generating a sixth window, and judging whether to continue the processing or not based on sixth input information input in the sixth window.
And the sixth matching module 540 is configured to, when the judgment result is yes, transfer the operation and maintenance service flow to be processed to a subsequent operation and maintenance processing node adjacent to the approval node judged as being yes, and continue processing based on fifth input information corresponding to the subsequent operation and maintenance processing node.
And a seventh matching module 550, configured to, when the judgment result is no, roll back the operation and maintenance service to be processed to a previous operation and maintenance processing node adjacent to the approval node judged no, generate a seventh window, and perform processing on the previous operation and maintenance processing node based on seventh input information input in the seventh window.
It should be noted that the sixth window is generated under the condition that the operation and maintenance personnel manually approve; and if the operation and maintenance service to be processed flows through the approval node, judging whether to continue processing based on the preset rule without generating a sixth window.
It can be understood that the fifth input information, the sixth input information and the seventh input information are information input by the operation and maintenance personnel, that is, the fifth window, the sixth window and the seventh window are used by the operation and maintenance personnel to input the empirical processing opinions and suggestions, the approval opinions and the retrogression recovery processing opinions and suggestions of the operation and maintenance service, respectively. Correspondingly, the fifth window, the sixth window and the seventh window can also be generated in a dialog box, a popup window, a short message and the like.
If the preset knowledge base does not have a proper preset service scene to match the operation and maintenance service to be processed, the device can also arrange and automatically send the information obtained according to the existing conditions to the operation and maintenance personnel to complete the process of finding people, specifically, a decision-making process and a disposal scheme of the operation and maintenance service to be processed are indicated by generating a fifth window for the operation and maintenance personnel to input fifth input information, namely, the operation and maintenance personnel gives out key node judgment, and automatically executes the next process based on opinions and suggestions given by the operation and maintenance personnel to complete operation and maintenance work in communication, and relevant information is output to the fifth window to serve as the verification of the previous step and the reference of the next step.
Correspondingly, the preset operation and maintenance scheme can be generated based on the fifth input information, the sixth input information and the seventh input information.
In this embodiment, a decision flow and a disposal scheme of the operation and maintenance service to be processed when the preset knowledge base cannot be matched with the preset service scenario are recorded and remembered in a deep learning manner, so that a new preset service scenario is created or an existing preset service scenario is optimized, a process of deep learning and experience summarization is completed, and an automatic prompt is given at the next operation and maintenance time.
Fig. 7 illustrates a physical structure diagram of an electronic device, and as shown in fig. 7, the electronic device may include: a processor (processor)810, a communication Interface 820, a memory 830 and a communication bus 840, wherein the processor 810, the communication Interface 820 and the memory 830 communicate with each other via the communication bus 840. The processor 810 may call the logic instructions in the memory 830 to perform a method for processing the operation and maintenance service, the method comprising the steps of:
acquiring an operation and maintenance service to be processed, and extracting characteristic information of the operation and maintenance service to be processed;
determining operation and maintenance equipment corresponding to the operation and maintenance service to be processed based on the characteristic information;
inputting the characteristic information into a preset knowledge base, and acquiring a matched service scene output by the preset knowledge base and an operation and maintenance scheme corresponding to the service scene; the preset knowledge base comprises a matching relation between preset characteristic information and a preset service scene and a preset operation and maintenance scheme corresponding to the preset service scene, wherein the service scene is one of the preset service scenes which are successfully matched, the operation and maintenance scheme is the preset operation and maintenance scheme corresponding to the preset service scene which is successfully matched, and the preset service scene comprises at least one operation and maintenance processing node;
and processing the operation and maintenance service to be processed based on the operation and maintenance equipment and the operation and maintenance scheme.
In addition, the logic instructions in the memory 830 may be implemented in software functional units and stored in a computer readable storage medium when the logic instructions are sold or used as independent products. Based on such understanding, the technical solution of the present invention may be embodied in the form of a software product, which is stored in a storage medium and includes instructions for causing a computer device (which may be a personal computer, a server, or a network device) to execute all or part of the steps of the method according to the embodiments of the present invention. And the aforementioned storage medium includes: a U-disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk, or an optical disk, and various media capable of storing program codes.
In another aspect, the present invention also provides a computer program product, where the computer program product includes a computer program, the computer program may be stored on a non-transitory computer readable storage medium, and when the computer program is executed by a processor, a computer can execute a method for processing an operation and maintenance service provided by the above methods, where the method includes the following steps:
acquiring an operation and maintenance service to be processed, and extracting characteristic information of the operation and maintenance service to be processed;
determining operation and maintenance equipment corresponding to the operation and maintenance service to be processed based on the characteristic information;
inputting the characteristic information into a preset knowledge base, and acquiring a matched service scene output by the preset knowledge base and an operation and maintenance scheme corresponding to the service scene; the preset knowledge base comprises a matching relation between preset characteristic information and a preset service scene and a preset operation and maintenance scheme corresponding to the preset service scene, wherein the service scene is one of the preset service scenes which are successfully matched, the operation and maintenance scheme is the preset operation and maintenance scheme corresponding to the preset service scene which is successfully matched, and the preset service scene comprises at least one operation and maintenance processing node;
and processing the operation and maintenance service to be processed based on the operation and maintenance equipment and the operation and maintenance scheme.
In yet another aspect, the present invention further provides a non-transitory computer-readable storage medium, on which a computer program is stored, where the computer program is implemented by a processor to execute a processing method of an operation and maintenance service provided by the above methods, and the method includes the following steps:
acquiring an operation and maintenance service to be processed, and extracting characteristic information of the operation and maintenance service to be processed;
determining operation and maintenance equipment corresponding to the operation and maintenance service to be processed based on the characteristic information;
inputting the characteristic information into a preset knowledge base, and acquiring a matched service scene output by the preset knowledge base and an operation and maintenance scheme corresponding to the service scene; the preset knowledge base comprises a matching relation between preset characteristic information and a preset service scene and a preset operation and maintenance scheme corresponding to the preset service scene, wherein the service scene is one of the preset service scenes which are successfully matched, the operation and maintenance scheme is the preset operation and maintenance scheme corresponding to the preset service scene which is successfully matched, and the preset service scene comprises at least one operation and maintenance processing node;
and processing the operation and maintenance service to be processed based on the operation and maintenance equipment and the operation and maintenance scheme.
The above-described embodiments of the apparatus are merely illustrative, and the units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the solution of the present embodiment. One of ordinary skill in the art can understand and implement it without inventive effort.
Through the above description of the embodiments, those skilled in the art will clearly understand that each embodiment may be implemented by software plus a necessary general hardware platform, and may also be implemented by hardware. With this understanding in mind, the above-described technical solutions may be embodied in the form of a software product, which can be stored in a computer-readable storage medium such as ROM/RAM, magnetic disk, optical disk, etc., and includes instructions for causing a computer device (which may be a personal computer, a server, or a network device, etc.) to execute the methods described in the embodiments or some parts of the embodiments.
Finally, it should be noted that: the above examples are only intended to illustrate the technical solution of the present invention, but not to limit it; although the present invention has been described in detail with reference to the foregoing embodiments, it will be understood by those of ordinary skill in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some technical features may be equivalently replaced; and such modifications or substitutions do not depart from the spirit and scope of the corresponding technical solutions of the embodiments of the present invention.
Claims (10)
1. A processing method of operation and maintenance service is characterized by comprising the following steps:
acquiring an operation and maintenance service to be processed, and extracting characteristic information of the operation and maintenance service to be processed;
determining operation and maintenance equipment corresponding to the operation and maintenance service to be processed based on the characteristic information;
inputting the characteristic information into a preset knowledge base, and acquiring a matched service scene output by the preset knowledge base and an operation and maintenance scheme corresponding to the service scene; the preset knowledge base comprises a matching relation between preset characteristic information and a preset service scene and a preset operation and maintenance scheme corresponding to the preset service scene, wherein the service scene is one of the preset service scenes which are successfully matched, the operation and maintenance scheme is the preset operation and maintenance scheme corresponding to the preset service scene which is successfully matched, and the preset service scene comprises at least one operation and maintenance processing node;
and processing the operation and maintenance service to be processed based on the operation and maintenance equipment and the operation and maintenance scheme.
2. The method for processing the operation and maintenance service according to claim 1, wherein the operation and maintenance processing nodes included in the preset service scenario include at least one approval node: correspondingly, the processing the operation and maintenance service to be processed based on the operation and maintenance device and the operation and maintenance scheme specifically includes the following steps:
processing the operation and maintenance service to be processed based on the operation and maintenance equipment and the operation and maintenance scheme;
when the operation and maintenance service to be processed flows through the approval node, generating a first window, and judging whether to continue processing or not based on first input information input in the first window;
when the judgment result is yes, the operation and maintenance service flow to be processed is transferred to the operation and maintenance processing node adjacent to the approval node judged to be yes to continue processing;
and if not, returning the operation and maintenance service to be processed to the previous operation and maintenance processing node adjacent to the approval node judged as no, generating a second window, and processing the previous operation and maintenance processing node based on second input information input in the second window.
3. The method according to claim 2, wherein in the step of inputting the feature information into a preset knowledge base and acquiring a matched service scenario output by the preset knowledge base and an operation and maintenance scheme corresponding to the service scenario, the preset operation and maintenance scheme is generated based on third input information and fourth input information generated in a preset operation and maintenance service processing process, the third input information is information input to a third window, the third window is generated when the preset operation and maintenance service flows through the approval node, the fourth input information is information input to a fourth window, and the fourth window is generated when the preset operation and maintenance service returns.
4. The method for processing the operation and maintenance service according to claim 3, further comprising the steps of:
inputting the characteristic information into a preset knowledge base, and if the preset knowledge base cannot be matched with the preset service scene, generating a corresponding fifth window for the operation and maintenance processing node of the operation and maintenance service to be processed, which is not the approval node;
processing the operation and maintenance service to be processed based on fifth input information input in the fifth window of the operation and maintenance processing node which is not the initial approval node;
when the operation and maintenance service to be processed flows through the approval node, a sixth window is generated, and whether to continue processing is judged based on sixth input information input in the sixth window;
when the judgment result is yes, the operation and maintenance service flow to be processed is transferred to the next operation and maintenance processing node adjacent to the approval node judged to be yes, and processing is continued on the basis of fifth input information corresponding to the next operation and maintenance processing node;
when the judgment result is no, returning the operation and maintenance service to be processed to the previous operation and maintenance processing node adjacent to the approval node judged as no, generating a seventh window, and processing the previous operation and maintenance processing node based on seventh input information input in the seventh window;
correspondingly, the preset operation and maintenance scheme may be further generated based on the fifth input information, the sixth input information, and the seventh input information.
5. The method according to claim 3, wherein the preset operation and maintenance scheme includes a preset decision flow and a preset disposal scheme corresponding to the preset decision flow, and in the step of processing the operation and maintenance service to be processed based on the operation and maintenance device and the operation and maintenance scheme, the subsequent operation and maintenance processing node adjacent to each operation and maintenance processing node is determined based on the preset decision flow.
6. The method for processing the operation and maintenance service according to claim 1, wherein the obtaining of the operation and maintenance service to be processed and the extracting of the feature information of the operation and maintenance service to be processed specifically include the following steps;
acquiring the operation and maintenance service to be processed, and generating an operation and maintenance log for representing the operation and maintenance service to be processed;
and extracting the characteristic information in the operation and maintenance log based on the keywords.
7. An operation and maintenance service processing device, comprising:
the acquisition module is used for acquiring the operation and maintenance service to be processed and extracting the characteristic information of the operation and maintenance service to be processed;
the first matching module is used for determining operation and maintenance equipment corresponding to the operation and maintenance service to be processed based on the characteristic information;
the second matching module is used for inputting the characteristic information into a preset knowledge base and acquiring a matched service scene output by the preset knowledge base and an operation and maintenance scheme corresponding to the service scene; the preset knowledge base comprises a matching relation between preset characteristic information and a preset service scene and a preset operation and maintenance scheme corresponding to the preset service scene, wherein the service scene is one of the preset service scenes which are successfully matched, the operation and maintenance scheme is the preset operation and maintenance scheme corresponding to the preset service scene which is successfully matched, and the preset service scene comprises at least one operation and maintenance processing node;
and the operation and maintenance module is used for processing the operation and maintenance service to be processed based on the operation and maintenance equipment and the operation and maintenance scheme.
8. An electronic device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, wherein the processor implements the steps of the method for processing an operation and maintenance service according to any one of claims 1 to 6 when executing the program.
9. A non-transitory computer readable storage medium, on which a computer program is stored, wherein the computer program, when executed by a processor, implements the steps of the method for processing an operation and maintenance service according to any one of claims 1 to 6.
10. A computer program product comprising a computer program, characterized in that the computer program, when being executed by a processor, implements the steps of the method for processing an operation and maintenance service according to any one of claims 1 to 6.
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Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN115438995A (en) * | 2022-09-21 | 2022-12-06 | 青岛酷特智能股份有限公司 | Service processing method and equipment for garment customization enterprise based on knowledge graph |
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Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN115438995A (en) * | 2022-09-21 | 2022-12-06 | 青岛酷特智能股份有限公司 | Service processing method and equipment for garment customization enterprise based on knowledge graph |
| CN115438995B (en) * | 2022-09-21 | 2023-10-10 | 青岛酷特智能股份有限公司 | Business processing method and equipment for clothing customization enterprise based on knowledge graph |
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