CN114707053A - Enterprise service interaction management system and method - Google Patents
Enterprise service interaction management system and method Download PDFInfo
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- CN114707053A CN114707053A CN202210138995.2A CN202210138995A CN114707053A CN 114707053 A CN114707053 A CN 114707053A CN 202210138995 A CN202210138995 A CN 202210138995A CN 114707053 A CN114707053 A CN 114707053A
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/90—Details of database functions independent of the retrieved data types
- G06F16/95—Retrieval from the web
- G06F16/953—Querying, e.g. by the use of web search engines
- G06F16/9535—Search customisation based on user profiles and personalisation
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/90—Details of database functions independent of the retrieved data types
- G06F16/95—Retrieval from the web
- G06F16/953—Querying, e.g. by the use of web search engines
- G06F16/9536—Search customisation based on social or collaborative filtering
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
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Abstract
The invention discloses an enterprise service interaction management system which comprises an enterprise terminal, a demand management platform and a user terminal, wherein the enterprise terminal and the user terminal are connected with the demand management platform; the demand management platform comprises a receiving module, a historical demand analysis module, a demand model generation module, a processing module and an output module; correspondingly, the invention also discloses an enterprise service interaction management method, which realizes information interaction among the user terminal, the enterprise terminal and the demand management platform, can fully predict and analyze the potential demand of the user through the historical demand information analyzed by the user, and provides more demand information with relevance, individuation and pertinence for the user by utilizing the explicit demand model and the implicit demand model of the user; meanwhile, the enterprise terminal can manage the demand information of the mobile phone user through the demand, and managers can check the demand information of the user through the enterprise terminal in real time, so that resources can be saved, and repeated and unnecessary information can be reduced.
Description
Technical Field
The invention relates to the technical field of enterprise services, in particular to an enterprise service interaction management system and method.
Background
Current social collaboration services require managers of the enterprise to effectively supervise, evaluate, and feedback user needs. However, at present, the social collaboration service mainly has the problems of insufficient supervision, untimely feedback and the like, a complete system does not exist, and targeted and personalized recommendation service cannot be provided for the user according to the historical requirements of the user.
Therefore, an enterprise service interaction management system is urgently needed to solve the above problems.
Disclosure of Invention
In view of the above, the present invention provides an enterprise service interaction management system, which solves the above problems.
In order to achieve the purpose, the invention provides the following technical scheme:
an enterprise service interaction management system comprises an enterprise terminal, a demand management platform and a user terminal, wherein the enterprise terminal and the user terminal are connected with the demand management platform and the user terminal; the demand management platform comprises a receiving module, a demand model generating module, a processing module and an output module;
the receiving module is used for receiving demand information from the enterprise terminal and user information of the user terminal, the user information comprises voice instruction information and user demand information, and the receiving module is connected with the processing module;
the historical demand analysis module is used for analyzing and obtaining a demand behavior pattern of the user according to the historical demand of the user received by the receiving module, and the historical demand analysis module is respectively connected with the demand model generation module and the processing module;
the demand model generation module is used for generating explicit demands and implicit demands of the users according to historical demand analysis of the users and behavior records of the users, and the demand model generation module is connected with the processing module;
the processing module is used for acquiring the user voice instruction information received by the receiving module and controlling the historical demand analysis module, the demand model generation module and the output module to work;
the output module is used for outputting and displaying the identified demand information, and the output module is connected with the processing module.
Furthermore, the demand management platform also comprises a searching module, a deleting module and a modifying module, wherein the searching module is used for searching demand parameter data, and the modifying unit is used for modifying the input demand parameter data; the deleting module is used for deleting the input demand parameter data, and the searching module, the deleting module and the modifying module are all connected with the processing module.
Furthermore, the demand management platform further comprises a demand database, the demand database is used for prestoring user demand information and storing demand parameter information, the demand database is connected with the processing module, and the processing module is further used for extracting keywords in the received user instruction information and matching the keyword information with the demand database.
The requirement management platform further comprises a triggering module and a feedback module, wherein the triggering module is used for triggering the user historical requirement analysis module and the requirement model generation module to recalculate the requirement model according to a preset rule; and the feedback module is used for feeding back result information to the user demand terminal according to the instruction information of the user.
Furthermore, the demand model generation module comprises a user explicit demand extraction module and a user implicit demand model generation module, the user explicit demand extraction module is used for generating an explicit demand model of the user, and the user implicit demand model generation module is used for generating an implicit demand model of the user.
Furthermore, the user explicit requirement model generation module generates user explicit requirements by adopting construction structuralization; the user implicit demand model generation module is used for constructing a typical demand model and a mapping rule base by adopting user demand behavior records obtained by a user in the historical demand analysis module, mapping the user demand behavior records into demand elements, and further acquiring the user implicit demand.
Further, the user terminal is used for inputting demand information requesting for input, sending request information for acquiring corresponding demand information to the enterprise terminal through the demand management platform, the user terminal comprises a login module, a query module, a display module, a storage module and a main control module, the login module is used for logging in by adopting a secure encryption algorithm, the query module is used for querying the demand information through the demand database, the storage module is used for storing user login information and input instruction information, the main control module receives the login state of the login module and the query result of the query module, and controlling the display module to display a demand result, wherein the main control module is respectively connected with the login module, the query module, the storage module and the display module, and the display module is used for displaying personalized demand information to a user.
Furthermore, the user terminal further comprises a similarity calculation module and a requirement recommendation module, wherein the similarity calculation module is used for collecting instant situation information to generate requirement data after a user logs in, and calculating the similarity between the requirement data of the instant situation and each behavior mode, and the requirement recommendation module is used for selecting a recommendation requirement list corresponding to the first behavior mode with the highest similarity, and performing linear combination and normalization operation on requirement probability in the recommendation requirement list corresponding to the behavior mode, so that final requirement recommendation is obtained.
Further, the enterprise terminal is used for receiving and displaying the input request information, and comprises a computer, a mobile phone and an ipad.
The application also provides an enterprise service interaction management method, which adopts the enterprise service interaction management system for management, and comprises the following steps:
step S1: the user terminal and the enterprise terminal register to a demand management platform, and the demand management platform distributes a user name to each user terminal and each enterprise terminal;
step S2: the user terminal communicates with the demand management platform in a data transmission mode, and a strong user terminal login request is sent to the demand management platform;
step S3: the method comprises the following steps that after verification is successful, a verification success message is fed back to a user terminal by a management platform of the demand management platform, the user terminal automatically uploads information content and user behavior records which are checked by a user to the demand management platform, the demand management platform receives instruction information of the user, the demand of the user is predicted by a demand model generation module, and a prediction result is output by an output module;
step S4: the user terminal receives the predicted demand sent by the demand management platform, the user confirms whether the predicted demand conforms to the actual demand, if so, the user judges the information sent by the demand management platform to complete the service demand interaction, and if not, the step S1 is returned; meanwhile, the user also inquires the requirement by inputting the requirement information to complete the service requirement interaction;
step S5: the enterprise terminal is communicated with the demand management platform in a data transmission mode to check user demands.
It can be seen from the above technical solutions that the present invention has the advantages that:
the invention realizes the information interaction among the user terminal, the enterprise terminal and the demand management platform, can fully predict and analyze the potential demand of the user through the historical demand information analyzed by the user, and provides more demand information with relevance, individuation and pertinence for the user by utilizing the explicit demand model of the user and the implicit demand model of the user; meanwhile, the enterprise terminal can manage the demand information of the mobile phone user through the demand, and managers can check the demand information of the user through the enterprise terminal in real time, so that resources can be saved, and repeated and unnecessary information can be reduced.
Drawings
The accompanying drawings, which are incorporated in and constitute a part of this application, illustrate embodiments of the invention and, together with the description, serve to explain the invention and not to limit the invention.
Fig. 1 is a schematic structural diagram of an enterprise service interaction management system according to the present invention.
Fig. 2 is a schematic diagram of a composition structure of a user terminal according to the present invention.
FIG. 3 is a schematic diagram of a configuration of a demand management platform according to the present invention.
FIG. 4 is a schematic diagram of a further requirement management platform according to the present invention.
FIG. 5 is a flowchart of a method for an enterprise service interaction management system in accordance with the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the present invention more apparent, the present invention will be described in further detail with reference to the following embodiments and accompanying drawings. The exemplary embodiments and descriptions of the present invention are provided to explain the present invention, but not to limit the present invention.
Fig. 1 shows a schematic structural diagram of an enterprise service interaction management system.
According to the enterprise service interaction management system shown in fig. 1, the enterprise service interaction management system includes an enterprise terminal, a demand management platform and a user terminal, and both the enterprise terminal and the user terminal are in data connection with the demand management platform in a data transmission manner.
The following describes each module unit in detail with reference to the drawings of the specification.
And the enterprise terminal is used for receiving and displaying the input request information. The enterprise terminal is communicated with the demand management platform in a data transmission mode, information of the enterprise terminal can be uploaded to the demand management platform, and the information of the user terminal can be received through the demand management platform.
Specifically, in this embodiment, the enterprise terminal includes one or more terminal devices of a computer, a mobile phone, and an ipad. The requirement information of the user can be checked through enterprise terminal enterprise management personnel
Fig. 2 is a schematic diagram of a structure of a user terminal.
According to the user terminal shown in fig. 2, the user terminal is used to input demand information requesting input, sending request information for acquiring corresponding requirement information to the enterprise terminal through the requirement management platform, the user terminal comprises a login module, a query module, a display module, a storage module and a main control module, the login module is used for logging in by adopting a secure encryption algorithm, the query module is used for querying the demand information through the demand database, the storage module is used for storing user login information and input instruction information, the main control module receives the login state of the login module and the query result of the query module, and controlling the display module to display a demand result, wherein the main control module is respectively connected with the login module, the query module, the storage module and the display module, and the display module is used for displaying personalized demand information to a user.
Specifically, the user information includes voice instruction information and user requirement information. The login module comprises a login name, a contact way and a password, a user logs in through the login name, the contact way and the password and sends verification information to the demand management platform, and the user can log in after the demand management platform successfully verifies the demand management platform.
In addition to the above modules, the user terminal further includes a similarity calculation module and a demand recommendation module, the similarity calculation module is configured to collect instant context information to generate demand data after a user logs in, and calculate a similarity between the demand data of the instant context and each behavior mode, and the demand recommendation module is configured to select a recommendation demand list corresponding to a previous behavior mode with the highest similarity, and perform linear combination and normalization operation on demand probabilities in the recommendation demand list corresponding to the behavior mode, so as to obtain a final demand recommendation.
Specifically, when the user inputs the corresponding requirement, the similarity calculation module processes the instant context in which the user is located into a set of "feature-values", and calculates the similarity of all user behavior patterns in the set of "feature-values" of the current context. For the personalized requirements of the user recommended by the requirement recommending module, the number of the first 3 can be used, the recommending requirement lists corresponding to the 3 behavior modes are recalculated and sorted, for example, the requirement data probabilities in the recommending requirement lists corresponding to the 3 behavior modes can be subjected to linear combination and normalization operation, so that a final recommending requirement list is obtained. The user terminal can show personalized and targeted requirements for the user.
Fig. 3 is a schematic diagram of a structure of a demand management platform.
According to the demand management platform shown in fig. 3, the demand management platform receives and processes information uploaded by the enterprise terminal and the user terminal, feeds back predicted demand information to the user terminal, and is further configured to send presentation information to the enterprise terminal.
The demand management platform comprises a receiving module, a historical demand analysis module, a demand model generation module, a processing module and an output module.
The receiving module is used for receiving the requirement information from the enterprise terminal and the user information of the user terminal, the user information comprises voice instruction information and user requirement information, and the receiving module is connected with the processing module.
Specifically, the data receiving module may receive the historical requirement information of the user through various ways, such as through wireless transmission, bluetooth, Wifi, wired transmission, or reading the historical requirement of the user from a user terminal through a bus or a data line, and the historical log of the user may be directly from the user terminal, or may be from a storage medium, such as a usb disk, a removable hard disk, a memory card, and the like.
The historical demand analysis module is used for analyzing and obtaining a demand behavior pattern of the user according to the historical demand of the user received by the receiving module, and the historical demand analysis module is respectively connected with the demand model generation module and the processing module.
Specifically, in this embodiment, the characteristics of the historical demand including the historical demand include: date, time, location, handset mode, power; some of the characteristics of the historical demand include: date, time, location; mapping values corresponding to the time characteristics to morning, noon and evening; the values corresponding to the date characteristics are mapped to week, working day, weekend, month end, month beginning and festival.
The demand model generation module is used for generating explicit demands and implicit demands of users according to historical demand analysis of the users and behavior records of the users, the demand model generation module comprises a user explicit demand extraction module and a user implicit demand model generation module, the user explicit demand extraction module is used for extracting explicit demands according to the user demands received by the receiving module, the user implicit demand model generation module is used for generating an implicit demand model of the users, and the user explicit demand extraction module and the user implicit demand model generation module are connected with the processing module.
The user explicit requirement extracting module acquires a user explicit requirement according to an automatic identification method; the user implicit demand model generation module constructs a typical demand model and a mapping rule base according to the user demand behavior records obtained by the user in the historical demand analysis module, and the user demand behavior records are mapped and converted into demand elements so as to obtain a user implicit demand method.
The processing module is used for receiving the demand information received by the receiving module and controlling the work of the historical demand analysis module, the demand model generation module and the output module.
The output module is used for outputting and displaying the identified demand information, and the output module is connected with the processing module.
Specifically, in this embodiment, the user model may be sent to the user terminal and the enterprise terminal through multiple ways, for example, may be sent to the user terminal and the enterprise terminal through bluetooth, Wifi, or through data line transmission.
FIG. 4 is a schematic diagram of another component structure of the demand management platform.
According to the demand management platform shown in fig. 4, in addition to the above modules, the demand management platform further includes a search module, a deletion module, a modification module, a demand database, and a trigger module.
The searching module is used for searching requirement parameter data, and the modifying unit is used for modifying the input requirement parameter data; the deleting module is used for deleting the input demand parameter data, and the searching module, the deleting module and the modifying module are all connected with the processing module and can effectively manage the demand data of the demand management platform through the searching module, the modifying module and the deleting module.
The processing module is also used for extracting keywords in the user demand information and matching the keyword information with the demand database.
The triggering module is used for triggering the user historical demand analysis module and the demand model generation module to recalculate the demand generation model according to a preset rule, and the triggering module is connected with the processing module. The predetermined rule may be flexible, such as triggering the demand generation model to perform the calculation at certain time intervals or when the historical demand data of the user reaches a certain amount. The conditions of the triggering may be flexible.
FIG. 5 illustrates a step diagram of an enterprise interaction service management method.
According to the enterprise interaction service management method illustrated in fig. 5, the enterprise interaction service management method is managed by an enterprise interaction service management system, and the enterprise interaction service management method includes:
step S1: the user terminal and the enterprise terminal register to a demand management platform, and the demand management platform distributes a user name to each user terminal and each enterprise terminal;
step S2: the user terminal communicates with the demand management platform in a data transmission mode, and a strong user terminal login request is sent to the demand management platform;
step S3: the method comprises the following steps that after verification is successful, a verification success message is fed back to a user terminal by a management platform of the demand management platform, the user terminal automatically uploads information content and user behavior records which are checked by a user to the demand management platform, the demand management platform receives instruction information of the user, the demand of the user is predicted by a demand model generation module, and a prediction result is output by an output module;
step S4: the user terminal receives the predicted demand sent by the demand management platform, the user confirms whether the predicted demand conforms to the actual demand, if so, the user judges the information sent by the demand management platform to complete the service demand interaction, and if not, the step S1 is returned; meanwhile, the user also inquires the requirement by inputting the requirement information to complete the service requirement interaction;
step S5: the enterprise terminal is communicated with the demand management platform in a data transmission mode to check user demands.
The above description is only a preferred embodiment of the present invention, and is not intended to limit the present invention, and various modifications and changes may be made to the embodiment of the present invention by those skilled in the art. Any modification, equivalent replacement, or improvement made within the spirit and principle of the present invention should be included in the protection scope of the present invention.
Claims (10)
1. An enterprise service interaction management system, comprising: the system comprises an enterprise terminal, a demand management platform and a user terminal, wherein the enterprise terminal and the user terminal are connected with the demand management platform; the demand management platform comprises a receiving module, a historical demand analysis module, a demand model generation module, a processing module and an output module;
the receiving module is used for receiving demand information from the enterprise terminal and user information of the user terminal, the user information comprises voice instruction information and user demand information, and the receiving module is connected with the processing module;
the historical demand analysis module is used for analyzing and obtaining a demand behavior pattern of the user according to the historical demand of the user received by the receiving module, and the historical demand analysis module is respectively connected with the demand model generation module and the processing module;
the demand model generation module is used for generating explicit demands and implicit demands of the users according to historical demand analysis of the users and behavior records of the users, and the demand model generation module is connected with the processing module;
the processing module is used for acquiring the user voice instruction information and the user demand information received by the receiving module and controlling the historical demand analysis module, the demand model generation module and the output module to work;
the output module is used for outputting and displaying the identified demand information, and the output module is connected with the processing module.
2. The enterprise service interaction management system of claim 1, wherein the requirements management platform further comprises a search module for searching for requirements parameter data, a deletion module, and a modification module for modifying the entered requirements parameter data; the deleting module is used for deleting the input demand parameter data, and the searching module, the deleting module and the modifying module are all connected with the processing module.
3. The enterprise service interaction management system according to claim 2, wherein the requirement management platform further comprises a requirement database, the requirement database is used for prestoring user requirement information and storing requirement parameter information, the requirement database is connected with the processing module, and the processing module is further used for extracting keywords in user instruction information and matching the keyword information with the requirement database.
4. The enterprise service interaction management system of claim 3, wherein the requirement management platform further comprises a triggering module and a feedback module, wherein the triggering module is configured to trigger the user historical requirement analysis module and the requirement model generation module to recalculate the requirement model according to a predetermined rule; and the feedback module is used for feeding back result information to the user demand terminal according to the instruction information of the user.
5. The system of claim 1, wherein the demand model generation module comprises a user explicit demand extraction module and a user implicit demand model generation module, the user explicit demand extraction module is configured to generate an explicit demand model of a user, and the user implicit model generation module is configured to generate an implicit demand model of the user.
6. The system according to claim 5, wherein the user explicit requirement generating module extracts user explicit requirements according to the user requirements obtained by the receiving module; the user implicit demand model generation module constructs a typical demand model and a mapping rule base according to the user demand behavior records obtained by the user in the historical demand analysis module, and the user demand behavior records are mapped and converted into demand elements so as to obtain the user implicit demands.
7. The enterprise service interaction management system according to claim 1, wherein the user terminal is configured to input request information requesting input, and send request information for acquiring corresponding request information to the enterprise terminal through the request management platform, the user terminal includes a login module, an inquiry module, a display module, a storage module, and a main control module, the login module is configured to log in by using a secure encryption algorithm, the inquiry module is configured to inquire the request information through a request database, the storage module is configured to store user login information and input instruction information, the main control module receives login status of the login module and inquiry result of the inquiry module, and controls the display module to display the request result, and the main control module is respectively connected to the login module, the inquiry module, the storage module, and the display module, the display module is used for displaying personalized demand information to a user.
8. The enterprise service interaction management system according to claim 1, wherein the user terminal further comprises a similarity calculation module and a demand recommendation module, the similarity calculation module is configured to collect instant situation information to generate demand data after a user logs in, and calculate similarity between the demand data of the instant situation and each behavior pattern, the demand recommendation module is configured to select a recommendation demand list corresponding to a previous behavior pattern with the highest similarity, and perform linear combination and normalization operation on demand probability in the recommendation demand list corresponding to the behavior pattern, so as to obtain final demand recommendation.
9. The system of claim 1, wherein the enterprise terminal is configured to receive and display the input request information, and the enterprise terminal comprises a computer, a mobile phone and an ipad.
10. An enterprise service interaction management method, which is managed by using the enterprise service interaction management system as claimed in any one of claims 1 to 9, and is characterized by comprising the following steps:
step S1: the user terminal and the enterprise terminal register to a demand management platform, and the demand management platform distributes a user name to each user terminal and each enterprise terminal;
step S2: the user terminal communicates with the demand management platform in a data transmission mode, and a strong user terminal login request is sent to the demand management platform;
step S3: the method comprises the following steps that after verification is successful, a verification success message is fed back to a user terminal by a management platform of the demand management platform, the user terminal automatically uploads information content and user behavior records which are checked by a user to the demand management platform, the demand management platform receives instruction information of the user, the demand of the user is predicted by a demand model generation module, and a prediction result is output by an output module;
step S4: the user terminal receives the predicted demand sent by the demand management platform, confirms whether the predicted demand conforms to the actual demand, if so, the user judges the information sent by the demand management platform to complete service demand interaction, and if not, the step S1 is returned; meanwhile, the user also inquires the requirement by inputting the requirement information to complete the service requirement interaction;
step S5: the enterprise terminal is communicated with the demand management platform in a data transmission mode to check user demands.
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