CN114900807A - Method and system for processing short message problem event list - Google Patents

Method and system for processing short message problem event list Download PDF

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Publication number
CN114900807A
CN114900807A CN202210694301.3A CN202210694301A CN114900807A CN 114900807 A CN114900807 A CN 114900807A CN 202210694301 A CN202210694301 A CN 202210694301A CN 114900807 A CN114900807 A CN 114900807A
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short message
event
event list
analysis
processed
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CN202210694301.3A
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CN114900807B (en
Inventor
詹世瑞
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Industrial and Commercial Bank of China Ltd ICBC
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Industrial and Commercial Bank of China Ltd ICBC
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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04W—WIRELESS COMMUNICATION NETWORKS
    • H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
    • H04W4/12—Messaging; Mailboxes; Announcements
    • H04W4/14—Short messaging services, e.g. short message services [SMS] or unstructured supplementary service data [USSD]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
    • H04L41/06—Management of faults, events, alarms or notifications
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
    • H04L41/06—Management of faults, events, alarms or notifications
    • H04L41/0677—Localisation of faults
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
    • H04L41/08—Configuration management of networks or network elements
    • H04L41/0893—Assignment of logical groups to network elements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04W—WIRELESS COMMUNICATION NETWORKS
    • H04W24/00—Supervisory, monitoring or testing arrangements
    • H04W24/04—Arrangements for maintaining operational condition
    • Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y02—TECHNOLOGIES OR APPLICATIONS FOR MITIGATION OR ADAPTATION AGAINST CLIMATE CHANGE
    • Y02D—CLIMATE CHANGE MITIGATION TECHNOLOGIES IN INFORMATION AND COMMUNICATION TECHNOLOGIES [ICT], I.E. INFORMATION AND COMMUNICATION TECHNOLOGIES AIMING AT THE REDUCTION OF THEIR OWN ENERGY USE
    • Y02D30/00—Reducing energy consumption in communication networks
    • Y02D30/70—Reducing energy consumption in communication networks in wireless communication networks

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  • Engineering & Computer Science (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Signal Processing (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
  • Information Transfer Between Computers (AREA)

Abstract

The disclosure provides a method for processing a short message problem event list, which can be applied to the technical field of finance. The method comprises the following steps: acquiring a to-be-processed event list, wherein the to-be-processed event list is used for describing short message service problem events; performing semantic analysis on the event list to be processed to generate an event list analysis record table; determining a short message sending message corresponding to the event list according to the event list analysis recording table to generate an event list analysis short message table; determining a target processing strategy of the event list to be processed according to the event list analysis record table and the event list analysis short message table, wherein the target processing strategy is preset according to a service processing flow; and executing the target processing strategy to process the event list to be processed. The disclosure also provides a system, a device, a storage medium and a program product for processing the short message problem event list.

Description

Method and system for processing short message problem event list
Technical Field
The present disclosure relates to the field of computer technologies, and in particular, to a method, a system, a device, a storage medium, and a program product for processing a short message problem event ticket.
Background
In the existing bank financial service, a unified message sending and receiving service is provided for a client side through a bank side unified message sending platform, because the message processing source of the system covers all product lines of a bank, the message is various in types and large in quantity, and the quality of the short message service depends on the service level of an operator, a plurality of short message sending and receiving problems are often caused, and a business department collects the short message sending and receiving problems encountered in the actual use process of a client to form a production problem event list and transfers the production problem event list to a scientific and technical service support department. The scientific and technological service support department personnel describe specific problems according to the incident list, and provide a solution or circulate other departments to continue analysis by inquiring the sending condition of the short message and the analysis and positioning problems of the content of the specific sent message. The bank side unified messaging service has the characteristics of high transaction rate, complex data sources, long transaction data link and the like, so that a large number of client consultation or feedback problems are caused every day. The scientific and technological service support department needs to consume a large amount of human resources to manually analyze the client problems every day, and the event list processing efficiency is low.
It is to be noted that the information disclosed in the above background section is only for enhancement of understanding of the background of the present disclosure, and thus may include information that does not constitute prior art known to those of ordinary skill in the art.
Disclosure of Invention
In view of the foregoing, the present disclosure provides a method, system, device, medium, and program product for processing a short message problem event ticket.
According to a first aspect of the present disclosure, a method for processing a short message question event list is provided, which includes:
acquiring a to-be-processed event list, wherein the to-be-processed event list is used for describing short message service problem events;
performing semantic analysis on the event list to be processed to generate an event list analysis record table;
determining a short message sending message corresponding to the event list according to the event list analysis recording table to generate an event list analysis short message table;
determining a target processing strategy of the event list to be processed according to the event list analysis record table and the event list analysis short message table, wherein the target processing strategy is preset according to a service processing flow; and
and executing the target processing strategy to process the event list to be processed.
According to an embodiment of the present disclosure, the determining, according to the event ticket analysis record table, a short message transmission message corresponding to the event ticket to generate an event ticket analysis short message table includes:
acquiring user information of an event list analysis record table;
inquiring short message sending message information in a database according to the user information, wherein the short message sending message information comprises a short message sending record ID, short message sending time, short message receiving short messages, batch short message identification, operator information, short message content and short message upstream information; and
and generating an event list analysis short message table according to the short message sending message information.
According to an embodiment of the present disclosure, the determining a target processing policy of the to-be-processed event ticket according to the event ticket analysis record table and the event ticket analysis short message table includes:
determining the event type of the event list to be processed according to the event list analysis record table, wherein the event type is used for representing the short message service problem type;
and determining a target processing strategy of the event list to be processed according to the event type and the event list analysis short message table.
According to the embodiment of the present disclosure, the determining the target processing policy of the event ticket to be processed according to the event type and the event ticket analysis short message table includes:
when the event type is determined to be the delayed short message receiving, determining that the target processing strategy is a first processing strategy, wherein the first processing strategy is configured to locate a short message fault link according to the batch identifier, the short message sending time, the short message receiving time and the short message upstream information;
when the event type is determined to be the non-received short message, determining that the target processing strategy is a second processing strategy, wherein the second processing strategy is configured to determine a problem processing flow of the non-received short message according to analysis and comparison of operator information; and
and when the event type is determined to be the wrong received short message, determining that the target processing strategy is a third processing strategy, wherein the third processing strategy is configured to determine a wrong received short message problem processing flow according to the short message sending time, the short message content and the short message upstream information.
According to an embodiment of the present disclosure, the performing semantic analysis on the event ticket to be processed to generate an event ticket analysis record table includes:
performing semantic analysis on the event list to be processed to determine event elements of the event list to be processed; and
and associating the event elements with the event list numbers to generate an event list analysis record table.
According to the embodiment of the disclosure, the event elements include user information, short message information, event types and service information.
A second aspect of the present disclosure provides a system for processing a short message problem event list, including: the system comprises an acquisition module, a processing module and a processing module, wherein the acquisition module is used for acquiring a to-be-processed event list, and the to-be-processed event list is used for describing short message service problem events;
the first generation module is used for carrying out semantic analysis on the event list to be processed so as to generate an event list analysis record table;
the second generation module is used for determining a short message sending message corresponding to the event list according to the event list analysis record table so as to generate an event list analysis short message table;
the processing strategy determining module is used for determining a target processing strategy of the event list to be processed according to the event list analysis record table and the event list analysis short message table, wherein the target processing strategy is preset according to a service processing flow; and
and the execution module is used for executing the target processing strategy so as to process the event list to be processed.
According to an embodiment of the present disclosure, the second generating module includes:
the acquisition submodule is used for acquiring the user information of the event list analysis record table;
the query submodule is used for querying short message sending message information in a database according to the user information, wherein the short message sending message information comprises a short message sending record ID, short message sending time, short message receiving short messages, batch short message identification, operator information, short message content and short message upstream information; and
and the first generation submodule is used for generating an event list analysis short message table according to the message information sent by the short message.
According to an embodiment of the present disclosure, the processing policy determination module includes:
the first determining submodule is used for determining the event type of the event list to be processed according to the event list analysis record table, wherein the event type is used for representing the type of a short message service problem;
and the second determining submodule is used for determining the target processing strategy of the event list to be processed according to the event type and the event list analysis short message table.
According to an embodiment of the present disclosure, the second determination submodule includes:
a first determining unit, configured to determine the target processing policy as a first processing policy when it is determined that the event type is a delayed short message reception, where the first processing policy is configured to locate a short message fault link according to the batch identifier, the short message transmission time, the short message reception time, and the short message upstream information;
a second determining unit, configured to determine that the target processing policy is a second processing policy when it is determined that the event type is an unreceived short message, where the second processing policy is configured to determine a problem processing flow of the unreceived short message according to analysis and comparison of operator information; and
and a third determining unit, configured to determine that the target processing policy is a third processing policy when it is determined that the event type is a wrong received short message, where the third processing policy is configured to determine a wrong received short message problem processing flow according to the short message sending time, the short message content, and the short message upstream information.
According to an embodiment of the present disclosure, the first generating module includes:
the third determining submodule is used for performing semantic analysis on the event list to be processed so as to determine event elements of the event list to be processed; and
and the second generation submodule is used for associating the event elements with the event list numbers to generate an event list analysis record table.
A third aspect of the present disclosure provides an electronic device, comprising: one or more processors; and the memory is used for storing one or more programs, wherein when the one or more programs are executed by the one or more processors, the one or more processors are used for executing the processing method of the short message problem event list.
A fourth aspect of the present disclosure also provides a computer-readable storage medium having stored thereon executable instructions, which when executed by a processor, cause the processor to execute the method for processing the short message problem event list.
The fifth aspect of the present disclosure also provides a computer program product, which includes a computer program, and when being executed by a processor, the computer program implements the method for processing the short message problem event list.
According to the processing method of the short message problem event list, after the event list to be processed is obtained, semantic analysis is conducted on the event list to be processed, event elements are extracted to generate an event list analysis record table, the event list analysis short message table is generated according to the event list analysis record table, a corresponding target processing strategy is determined according to the event list analysis record table and the event list analysis short message table, the event list to be processed is processed according to the target processing strategy, compared with the prior art, the method provided by the embodiment of the disclosure classifies the event list before the event list is processed, the corresponding processing strategy is executed according to the event lists of different types, and the processing efficiency of the short message problem event list is improved.
Drawings
The foregoing and other objects, features and advantages of the disclosure will be apparent from the following description of embodiments of the disclosure, which proceeds with reference to the accompanying drawings, in which:
FIG. 1 schematically illustrates an application scenario diagram of a method, system, device, medium, and program product for processing a short message problem event ticket according to an embodiment of the present disclosure;
FIG. 2 schematically shows a flowchart of a method for processing a short message problem event ticket according to an embodiment of the present disclosure;
FIG. 3 schematically illustrates a flow chart of a method of generating an event ticket analysis log table according to an embodiment of the present disclosure;
FIG. 4 schematically illustrates a flow chart of a method of generating an event ticket analysis SMS message table according to an embodiment of the present disclosure;
FIG. 5a is one of the flow charts of the determination method of the target processing strategy provided according to the embodiment of the present disclosure;
FIG. 5b is a second flowchart of a method for determining a target processing strategy according to an embodiment of the present disclosure;
FIG. 6 is a block diagram schematically illustrating a processing system for a short message question event ticket according to an embodiment of the present disclosure; and
fig. 7 schematically shows a block diagram of an electronic device adapted to implement the method for processing a short message problem event ticket according to an embodiment of the present disclosure.
Detailed Description
Hereinafter, embodiments of the present disclosure will be described with reference to the accompanying drawings. It should be understood that the description is illustrative only and is not intended to limit the scope of the present disclosure. In the following detailed description, for purposes of explanation, numerous specific details are set forth in order to provide a thorough understanding of the embodiments of the disclosure. It may be evident, however, that one or more embodiments may be practiced without these specific details. Moreover, in the following description, descriptions of well-known structures and techniques are omitted so as to not unnecessarily obscure the concepts of the present disclosure.
The terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the disclosure. The terms "comprises," "comprising," and the like, as used herein, specify the presence of stated features, steps, operations, and/or components, but do not preclude the presence or addition of one or more other features, steps, operations, or components.
All terms (including technical and scientific terms) used herein have the same meaning as commonly understood by one of ordinary skill in the art to which this invention belongs, unless otherwise defined. It is noted that the terms used herein should be interpreted as having a meaning that is consistent with the context of this specification and should not be interpreted in an idealized or overly formal sense.
Where a convention analogous to "at least one of A, B and C, etc." is used, in general such a construction is intended in the sense one having skill in the art would understand the convention (e.g., "a system having at least one of A, B and C" would include but not be limited to systems that have a alone, B alone, C alone, a and B together, a and C together, B and C together, and/or A, B, C together, etc.).
The terms appearing in the present disclosure are explained first:
unified messaging platform: the bank side is a unified sending system for the guest messages, the system provides various perfect message receiving and sending channels, the interface is displayed in an external unified mode, the difference of various communication modes of the stratum is shielded, and consistent message receiving and sending services are provided for the client. The system is connected with each communication operator, and various message deliveries such as customer balance change, account checking, marketing, collection urging and the like are realized.
Science and technology management work platform: the bank side is accessed by the scientific and technological support service unified by the whole bank, and the support platform covers the fields of scientific and technological management, research and development test, production operation and the like. Providing efficient and normative scientific and technological support services for the whole business and scientific and technological departments.
Event sheet: the bank side scientific and technical management working platform registers the unique circulation, tracking and reply information carrier unit of the production problem or event of the client or the system.
In one example, the business department feeds back customer questions using the technology management platform to form a production question event list, and the production question event list is forwarded to the technology service support department. The scientific and technological service support department personnel describe specific problems according to the incident list, and provide a solution or circulate other departments to continue analysis by inquiring the sending condition of the production short message and analyzing and positioning the content of the specific sent message. The bank side unified messaging service has the characteristics of high transaction rate, complex data sources, long transaction data link and the like, and causes the problem of massive customer consultation or feedback every day. The scientific and technical service support department needs to consume a large amount of human resources to analyze the client problems every day. Therefore, a more efficient method for problem location, analysis and processing is needed to improve the processing efficiency of event tickets.
Based on the above technical problem, an embodiment of the present disclosure provides a method for processing a short message problem event ticket, including: acquiring a to-be-processed event list, wherein the to-be-processed event list is used for describing short message service problem events; performing semantic analysis on the event list to be processed to generate an event list analysis record table; determining a short message sending message corresponding to the event list according to the event list analysis recording table to generate an event list analysis short message table; determining a target processing strategy of the event list to be processed according to the event list analysis record table and the event list analysis short message table, wherein the target processing strategy is preset according to a service processing flow; and executing the target processing strategy to process the event list to be processed.
Fig. 1 schematically shows an application scenario diagram of a method, a system, a device, a medium, and a program product for processing a short message problem event ticket according to an embodiment of the present disclosure.
As shown in fig. 1, an application scenario 100 according to this embodiment may include a processing scenario of a short message question event sheet. The network 104 serves as a medium for providing communication links between the terminal devices 101, 102, 103 and the server 105. Network 104 may include various connection types, such as wired, wireless communication links, or fiber optic cables, to name a few.
The user may use the terminal devices 101, 102, 103 to interact with the server 105 via the network 104 to receive or send messages or the like. The terminal devices 101, 102, 103 may have installed thereon various communication client applications, such as shopping applications, web browser applications, search applications, instant messaging tools, mailbox clients, social platform software, etc. (by way of example only).
The terminal devices 101, 102, 103 may be various electronic devices having a display screen and supporting web browsing, including but not limited to smart phones, tablet computers, laptop portable computers, desktop computers, and the like.
The server 105 may be a server providing an event ticket processing service for a scientific and technical service support department, and performs a customer service for a question posed by a user, for example, a server (for example only) forming an event ticket and performing automatic distribution processing on the event ticket in response to a short message sending and receiving question sent by the user by using the terminal devices 101, 102, and 103. The server can analyze and process the received data such as short message problems and the like proposed by the user, generate an event list analysis record table and an event list analysis short message table according to the event list to be processed, and further determine a corresponding processing strategy.
It should be noted that the method for processing the short message question event list provided by the embodiment of the present disclosure may be generally executed by the server 105. Accordingly, the processing system for the short message problem event list provided by the embodiment of the present disclosure may be generally disposed in the server 105. The method for processing the short message problem event list provided by the embodiment of the present disclosure may also be executed by a server or a server cluster that is different from the server 105 and can communicate with the terminal devices 101, 102, and 103 and/or the server 105. Correspondingly, the processing system for the short message problem event ticket provided by the embodiment of the present disclosure may also be disposed in a server or a server cluster that is different from the server 105 and can communicate with the terminal devices 101, 102, and 103 and/or the server 105.
It should be understood that the number of terminal devices, networks, and servers in fig. 1 is merely illustrative. There may be any number of terminal devices, networks, and servers, as desired for implementation.
It should be noted that the method and system for processing the short message problem event ticket determined in the embodiment of the present disclosure may be applied to office automation in the financial field, and may also be applied to any field other than the financial field.
The following describes in detail a method for processing a short message problem event ticket according to an embodiment of the present disclosure with reference to fig. 2 to 5b based on the scenario described in fig. 1.
Fig. 2 schematically shows a flowchart of a method for processing a short message question event ticket according to an embodiment of the present disclosure. As shown in fig. 2, the method for processing the short message question event list of this embodiment includes operations S210 to S250, and the method may be executed by a server or other computing device.
In the technical scheme of the disclosure, the processes of collecting, storing, using, processing, transmitting, providing, disclosing and applying the personal information of the related users are all in accordance with the regulations of related laws and regulations, necessary security measures are taken, and the customs of public sequences is not violated.
In the technical scheme of the disclosure, before the personal information of the user is acquired or collected, the authorization or the consent of the user is obtained.
In operation S210, a to-be-processed event ticket is acquired.
According to the embodiment of the disclosure, the event list to be processed is used for describing short message service problem events.
In one example, the bank-side-to-customer service channel may be, for example, a branch point or a remote operation center, and the short message service problem fed back by a bank client (including an individual client or an enterprise-level client) is obtained through various manners such as network acceptance, customer service telephone, online feedback, and the like. And forming an event list of the problems according to the problem accepting flow, and submitting the event list on a scientific and technological management working platform. And the event sheet submitted by the customer service channel is transferred to a data center event sheet receiving post by the scientific and technological management working platform, and the post manager distributes the short message event sheet to a maintenance department event processing post of the unified message sending platform according to the description of the event sheet. The event list to be processed in the embodiment of the disclosure is used for describing short message service problem events, and can be expanded, and in other application scenarios, for example, other business process processing, the event list to be processed can also be other business event lists.
In operation S220, semantic analysis is performed on the event ticket to be processed to generate an event ticket analysis record table.
In one example, the to-be-processed sms event ticket obtained in operation S210 is subjected to semantic analysis, for example, problem descriptions in the event ticket description content and its attachments are extracted by a Natural Language Processing (NLP) analysis tool, and related event description keywords are saved to generate an event ticket analysis registration table, where the event ticket analysis registration table is to be used as basic information of subsequent automated Processing. The specific generation process of the event list analysis record table may refer to operations S221 to S222 described in fig. 3, which are not described herein again.
In operation S230, the short message transmission message corresponding to the event ticket is determined according to the event ticket analysis record table, so as to generate an event ticket analysis short message table.
In an example, according to the information in the event ticket analysis record table in operation S220, for example, the short message sending record and the specific message information in the unified message sending platform database may be queried according to the information, such as the mobile phone number of the user, the short message sending date, and the like, and these information are stored to generate an event ticket analysis short message table, which is used as the basic information for subsequently processing the event ticket. The specific generation process of the event ticket analysis sms message table refers to operations S231 to S233 shown in fig. 4, which are not described herein again.
In operation S240, a target processing policy of the event ticket to be processed is determined according to the event ticket analysis record table and the event ticket analysis sms message table.
In operation S250, the target processing policy is executed to process the to-be-processed event ticket.
According to the embodiment of the disclosure, the target processing strategy is preset according to the business processing flow.
In an example, in the prior art, after receiving a short message problem event list submitted by a business department, a technology management working platform directly performs manual analysis and processing according to event list information, such a processing manner greatly affects the processing efficiency of the event list. Different types of events to be processed correspond to different processing strategies which are preset according to different business processes. The method disclosed by the invention can be used for automatically shunting the event list, so that the processing efficiency of the event list is improved, and the use experience of a user is favorably improved. The method for determining the target processing policy may refer to operations S241 to S242 shown in fig. 5, which are not described herein again.
And after determining the target processing strategy of the event list to be processed according to the event list analysis record table and the event list analysis short message table, executing the target processing strategy to process the event list to be processed.
According to the processing method of the short message problem event list, after the event list to be processed is obtained, semantic analysis is conducted on the event list to be processed, event elements are extracted to generate an event list analysis record table, the event list analysis short message report table is generated according to the event list analysis record table, a corresponding target processing strategy is determined according to the event list analysis record table and the event list analysis short message report table, the event list to be processed is processed according to the target processing strategy, the event list is automatically classified before the event list is processed, automatic shunting of the event list is achieved, corresponding processing strategies are executed according to different types of event lists, and processing efficiency of the short message problem event list is improved.
Fig. 3 schematically shows a flowchart of a method for generating an event ticket analysis log table according to an embodiment of the present disclosure. As shown in fig. 3, operation S220 includes operations S221 through S222.
In operation S221, semantic analysis is performed on the event ticket to be processed to determine event elements of the event ticket to be processed.
According to the embodiment of the disclosure, the event elements include user information, short message information, event types and service information.
In operation S222, the event element and the event ticket number are associated to generate an event ticket analysis record table.
In one example, the NLP semantic analysis tool analyzes the event description content and the question description in the accessory thereof, extracts keywords, and obtains event elements of the event list to be processed, including user information: for example, it may be "mobile phone number"; short message information: for example, the message content may be "sending date", "short message content abstract", "customer short message receiving time"; event type: the method comprises the steps of delaying the reception of the short message, not receiving the short message and mistakenly receiving the short message; service information: for example, the user may be "whether the client transacts number portability" or not. And associating the extracted event elements with the event list numbers, storing the event elements in an event list analysis registration table of the system, and using the registration information as the basic information of subsequent automatic processing.
Fig. 4 schematically shows a flow chart of a method of generating an event ticket analysis sms message table according to an embodiment of the present disclosure. As shown in fig. 4, operation S230 includes operations S231 through S233.
In operation S231, user information of the incident ticket analysis log table is acquired.
In operation S232, the short message sending message information in the database is queried according to the user information.
According to the embodiment of the disclosure, the short message sending message information comprises a short message sending record ID, short message sending time, short message receiving short messages, batch short message identification, operator information, short message content and short message upstream information.
In operation S233, an event list analysis short message table is generated according to the short message transmission message information.
In one example, the sending record and the specific message information in the unified message sending platform database are queried according to the elements such as the mobile phone number, the sending date and the like in the event list analysis registry, including the elements such as "sending record unique ID", "mobile phone number", "short message receiving time", "batch short message flag", "sending operator", "short message content", "sending status", "sending priority", "short message upstream information" and the like. And performing key value association on the information elements returned by inquiry and the registered event list elements according to the form of the mobile phone number and the event list number, and storing the key value association into an event list analysis short message table. The message information is used as the basic information of the subsequent automatic processing.
Fig. 5a is one of flowcharts of a method for determining a target processing strategy provided according to an embodiment of the present disclosure, and fig. 5b is a second flowchart of a method for determining a target processing strategy provided according to an embodiment of the present disclosure. As shown in fig. 5a, operation S240 includes operations S241 to S242.
In operation S241, the event type of the to-be-processed event ticket is determined according to the event ticket analysis record table.
In operation S242, a target processing policy of the event ticket to be processed is determined according to the event type and the event ticket analysis sms message table.
In one example, the event type of an event list is determined according to an event list analysis record table, the target processing strategy of the event list to be processed is determined according to the event type and the event list analysis short message table, the event type is determined according to the registered 'event type' after being recognized based on NLP semantics, an automatic processing branch is entered if the event list describes that the problem type of the client short message is 'delayed', 'not received' or 'received by mistake' is determined through semantic analysis, and otherwise, the system automatically allocates the event list to a unified message sending platform to correspond to a support manager to perform manual processing. In the present disclosure, three processing strategies are provided, which will be described below in conjunction with fig. 5b, and as shown in fig. 5b, operation S242 includes operations S2421 to S2423.
In operation S2421, when it is determined that the event type is a delayed short message reception, the target processing policy is determined to be a first processing policy.
According to the embodiment of the disclosure, a first processing strategy is configured to locate a short message fault link according to the batch identification, the short message sending time, the short message receiving time and the short message upstream information.
In one example, if the event type is a short message which is delayed to be received by a client, the event type is determined according to a batch short message identifier in an event list analysis short message table, if the short message is a batch short message, the short message is a large batch of notification short messages with low timeliness, a bank side adopts a batch delay pushing mode, and the phenomenon that the delayed receiving of the client is normal is adopted. At the moment, the system automatically replies the event list according to the reasons, and automatically transfers the event list back to the acceptance channel, and the business department replies the clients. If the short message is not a batch short message, analyzing the short message sending time in the short message table according to the event list, namely comparing the short message sending time of the unified message sending platform to the operator with the short message receiving time of the client. And determining whether the time difference is less than 1 minute, if so, indicating that the delivery of the short message at the bank side is delayed, otherwise, indicating that the process of sending the short message to the customer by the operator has delay.
If the short message is provided at the upstream of the short message for delay, the short message sending element is used as an attachment and uploaded to the event list attachment column. And then determining the short message upstream application according to the short message upstream information, and automatically distributing the event list to a corresponding acceptance post of the application for manual analysis. If the time of delivering the short message at the bank side is delayed from the time of receiving the short message of the operator by the customer, the short message sending element is used as an accessory and uploaded to an event list accessory column. The event ticket is then automatically distributed to a banking support department, which communicates, analyzes and replies with the operator according to the content of the event ticket.
In operation S2422, when it is determined that the event type is an unreceived message, it is determined that the target processing policy is a second processing policy.
According to the embodiment of the disclosure, the second processing strategy is configured to determine the problem processing flow of not receiving the short message according to the analysis and comparison of the operator information.
In one example, if the client does not receive the short message, whether the client transacts the number portability service is determined according to the service information 'whether the client transacts the number portability service', according to the short message of the user, the mobile phone number is received to inquire the total number portability protocol information of the work and credit department, the latest operator information of the mobile phone number is obtained, according to the latest operator information returned by inquiry, the operator information in the event list analysis short message table is compared, if the operator information is not consistent, updating the information of the corresponding operator of the mobile phone in the number portability information registration table in the unified message sending platform according to the latest number portability protocol of the Ministry of industry and communications, modifying the number portability information, then automatically replying an event list by the system, noting that the number portability information of the mobile phone is updated, automatically taking effect after delaying for 24 hours, automatically transferring the event list back to the acceptance channel, and replying the customer by a service department. And if the event list is consistent with the event list, distributing the event list to a corresponding support manager of the unified message sending platform for manual processing.
In operation S2423, when it is determined that the event type is an erroneous received short message, it is determined that the target processing policy is a third processing policy.
According to the embodiment of the disclosure, the third processing strategy is configured to determine a wrong short message receiving problem processing flow according to the short message sending time, the short message content and the short message upstream information.
In one example, if the customer mistakenly receives the short message of another person, the short message is matched with the short message sending information element at the bank side according to the information such as the mobile phone number, the sending time, the short message content and the like, and if the short message sending record described by the event list exists, namely the short message sending record described by the event list really exists in the sending record of the representation unified message sending platform, the short message sending element is uploaded to an event list attachment column as an attachment. And then determining the short message upstream application according to the short message upstream information, and automatically distributing the event list to a corresponding acceptance post of the application for manual analysis. And if the unified message sending platform has no corresponding short message sending record, the client is suspected to receive the abnormal short message. And uploading the short message sending element serving as an attachment to an event list attachment column. The event ticket is then automatically distributed to a banking support department, which communicates, analyzes and replies with the operator according to the content of the event ticket.
Based on the processing method of the short message problem event list, the disclosure also provides a processing system of the short message problem event list. This system will be described in detail below in conjunction with fig. 6.
Fig. 6 is a block diagram schematically illustrating a structure of a system for processing a short message problem event ticket according to an embodiment of the present disclosure.
As shown in fig. 6, the system 800 for processing a short message question event list of this embodiment includes an obtaining module 810, a first generating module 820, a second generating module 830, a processing decision determining module 840, and an executing module 850.
The obtaining module 810 is configured to obtain a to-be-processed event ticket, where the to-be-processed event ticket is used to describe a short message service problem event. In an embodiment, the obtaining module 810 may be configured to perform the operation S210 described above, which is not described herein again.
The first generating module 820 is configured to perform semantic analysis on the event ticket to be processed to generate an event ticket analysis record table. In an embodiment, the first generating module 820 may be configured to perform the operation S220 described above, which is not described herein again.
The second generating module 830 is configured to determine a short message sending message corresponding to the event ticket according to the event ticket analysis record table, so as to generate an event ticket analysis short message table. In an embodiment, the second generating module 830 may be configured to perform the operation S230 described above, which is not described herein in detail.
The processing policy determining module 840 is configured to determine a target processing policy of the event ticket to be processed according to the event ticket analysis record table and the event ticket analysis sms message table, where the target processing policy is preset according to a service processing procedure. In an embodiment, the processing policy determining module 840 may be configured to perform the operation S240 described above, which is not described herein again.
The executing module 850 is configured to execute the target processing policy to process the to-be-processed event list. In an embodiment, the executing module 850 may be configured to execute the operation S250 described above, which is not described herein again.
According to an embodiment of the present disclosure, the second generating module 830 includes: the device comprises an acquisition sub-module, a query sub-module and a first generation sub-module.
The acquisition submodule is used for acquiring the user information of the event list analysis record table. In an embodiment, the obtaining submodule may be configured to perform the operation S231 described above, and is not described herein again.
The query submodule is used for querying short message sending message information in a database according to the user information, wherein the short message sending message information comprises a short message sending record ID, short message sending time, short message receiving short messages, batch short message identification, operator information, short message content and short message upstream information. In an embodiment, the query submodule may be configured to perform the operation S232 described above, and is not described herein again.
The first generation submodule is used for generating an event list analysis short message table according to the message information sent by the short message. In an embodiment, the first generation submodule may be configured to perform operation S233 described above, and is not described herein again.
According to an embodiment of the present disclosure, the processing policy determination module includes: a first determination submodule and a second determination submodule.
The first determining submodule is used for determining the event type of the event list to be processed according to the event list analysis record table, wherein the event type is used for representing the type of short message service questions. In an embodiment, the first determining submodule may be configured to perform the operation S241 described above, which is not described herein again.
And the second determining submodule is used for determining the target processing strategy of the event list to be processed according to the event type and the event list analysis short message table. In an embodiment, the second determining submodule may be configured to perform the operation S242 described above, and is not described herein again.
According to an embodiment of the present disclosure, the second determination submodule includes: a first determination unit, a second determination unit, and a third determination unit.
The first determining unit is used for determining the target processing strategy as a first processing strategy when the event type is determined to be the delayed short message receiving, wherein the first processing strategy is configured to locate a short message fault link according to the batch identifier, the short message sending time, the short message receiving time and the short message upstream information. In an embodiment, the first determining unit may be configured to perform the operation S2421 described above, and is not described herein again.
The second determining unit is configured to determine that the target processing policy is a second processing policy when the event type is determined to be the non-received short message, wherein the second processing policy is configured to determine a problem processing flow of the non-received short message according to analysis and comparison of operator information. In an embodiment, the second determining unit may be configured to perform the operation S2422 described above, and is not described herein again.
The third determining unit is configured to determine that the target processing policy is a third processing policy when the event type is determined to be a wrong received short message, where the third processing policy is configured to determine a wrong received short message problem processing flow according to the short message sending time, the short message content, and the short message upstream information. In an embodiment, the third determining unit may be configured to perform the operation S2423 described above, and is not described herein again.
According to an embodiment of the present disclosure, the first generating module 820 includes: a third determining submodule and a second generating submodule.
And the third determining submodule is used for performing semantic analysis on the event list to be processed so as to determine event elements of the event list to be processed. In an embodiment, the third determining submodule may be configured to perform operation S221 described above, and is not described herein again. And
and the second generation submodule is used for associating the event elements with the event list numbers to generate an event list analysis record table. In an embodiment, the second generation submodule may be configured to perform the operation S222 described above, and is not described herein again.
According to the embodiment of the present disclosure, any plurality of the obtaining module 810, the first generating module 820, the second generating module 830, the processing decision determining module 840 and the executing module 850 may be combined and implemented in one module, or any one of them may be divided into a plurality of modules. Alternatively, at least part of the functionality of one or more of these modules may be combined with at least part of the functionality of the other modules and implemented in one module. According to an embodiment of the present disclosure, at least one of the obtaining module 810, the first generating module 820, the second generating module 830, the processing decision determining module 840 and the executing module 850 may be implemented at least partially as a hardware circuit, such as a Field Programmable Gate Array (FPGA), a Programmable Logic Array (PLA), a system on a chip, a system on a substrate, a system on a package, an Application Specific Integrated Circuit (ASIC), or may be implemented in hardware or firmware in any other reasonable manner of integrating or packaging a circuit, or in any one of three implementation manners of software, hardware and firmware, or in a suitable combination of any several of them. Alternatively, at least one of the obtaining module 810, the first generating module 820, the second generating module 830, the processing decision determining module 840 and the executing module 850 may be at least partially implemented as a computer program module, which when executed, may perform a corresponding function.
Fig. 7 schematically shows a block diagram of an electronic device adapted to implement the method for processing a short message problem event ticket according to an embodiment of the present disclosure.
As shown in fig. 7, an electronic apparatus 900 according to an embodiment of the present disclosure includes a processor 901 which can perform various appropriate actions and processes in accordance with a program stored in a Read Only Memory (ROM)902 or a program loaded from a storage portion 908 into a Random Access Memory (RAM) 903. Processor 901 may comprise, for example, a general purpose microprocessor (e.g., a CPU), an instruction set processor and/or associated chipset, and/or a special purpose microprocessor (e.g., an Application Specific Integrated Circuit (ASIC)), among others. The processor 901 may also include on-board memory for caching purposes. The processor 901 may comprise a single processing unit or a plurality of processing units for performing the different actions of the method flows according to embodiments of the present disclosure.
In the RAM 903, various programs and data necessary for the operation of the electronic apparatus 900 are stored. The processor 901, the ROM 902, and the RAM 903 are connected to each other through a bus 904. The processor 901 performs various operations of the method flows according to the embodiments of the present disclosure by executing programs in the ROM 902 and/or the RAM 903. Note that the programs may also be stored in one or more memories other than the ROM 902 and the RAM 903. The processor 901 may also perform various operations according to the method flows of the embodiments of the present disclosure by executing programs stored in the one or more memories.
Electronic device 900 may also include input/output (I/O) interface 905, input/output (I/O) interface 905 also connected to bus 904, according to an embodiment of the present disclosure. The electronic device 900 may also include one or more of the following components connected to the I/O interface 905: an input section 906 including a keyboard, a mouse, and the like; an output section 907 including a display such as a Cathode Ray Tube (CRT), a Liquid Crystal Display (LCD), and the like, and a speaker; a storage portion 908 including a hard disk and the like; and a communication section 909 including a network interface card such as a LAN card, a modem, or the like. The communication section 909 performs communication processing via a network such as the internet. The driver 910 is also connected to the I/O interface 905 as needed. A removable medium 911 such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, or the like is mounted on the drive 910 as necessary, so that a computer program read out therefrom is mounted into the storage section 908 as necessary.
The present disclosure also provides a computer-readable storage medium, which may be contained in the apparatus/device/system described in the above embodiments; or may exist separately and not be assembled into the device/apparatus/system. The computer readable storage medium carries one or more programs which, when executed, implement the method for processing the short message problem event ticket according to the embodiment of the disclosure.
According to embodiments of the present disclosure, the computer-readable storage medium may be a non-volatile computer-readable storage medium, which may include, for example but is not limited to: a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing. In the present disclosure, a computer readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device. For example, according to embodiments of the present disclosure, a computer-readable storage medium may include the ROM 902 and/or the RAM 903 described above and/or one or more memories other than the ROM 902 and the RAM 903.
Embodiments of the present disclosure also include a computer program product comprising a computer program containing program code for performing the method illustrated in the flow chart. When the computer program product runs in a computer system, the program code is used for causing the computer system to realize the processing method of the short message problem event list provided by the embodiment of the disclosure.
The computer program performs the above-described functions defined in the system/apparatus of the embodiments of the present disclosure when executed by the processor 901. The above described systems, devices, modules, units, etc. may be implemented by computer program modules according to embodiments of the disclosure.
In one embodiment, the computer program may be hosted on a tangible storage medium such as an optical storage device, a magnetic storage device, and the like. In another embodiment, the computer program may also be transmitted in the form of a signal on a network medium, distributed, downloaded and installed via the communication section 909, and/or installed from the removable medium 911. The computer program containing program code may be transmitted using any suitable network medium, including but not limited to: wireless, wired, etc., or any suitable combination of the foregoing.
In such an embodiment, the computer program may be downloaded and installed from a network through the communication section 909, and/or installed from the removable medium 911. The computer program, when executed by the processor 901, performs the above-described functions defined in the system of the embodiment of the present disclosure. The systems, devices, apparatuses, modules, units, etc. described above may be implemented by computer program modules according to embodiments of the present disclosure.
In accordance with embodiments of the present disclosure, program code for executing computer programs provided by embodiments of the present disclosure may be written in any combination of one or more programming languages, and in particular, these computer programs may be implemented using high level procedural and/or object oriented programming languages, and/or assembly/machine languages. The programming language includes, but is not limited to, programming languages such as Java, C + +, python, the "C" language, or the like. The program code may execute entirely on the user computing device, partly on the user device, partly on a remote computing device, or entirely on the remote computing device or server. In the case of a remote computing device, the remote computing device may be connected to the user computing device through any kind of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or may be connected to an external computing device (e.g., through the internet using an internet service provider).
The flowchart and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods and computer program products according to various embodiments of the present disclosure. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of code, which comprises one or more executable instructions for implementing the specified logical function(s). It should also be noted that, in some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. It will also be noted that each block of the block diagrams or flowchart illustration, and combinations of blocks in the block diagrams or flowchart illustration, can be implemented by special purpose hardware-based systems which perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.
Those skilled in the art will appreciate that various combinations and/or combinations of features recited in the various embodiments and/or claims of the present disclosure can be made, even if such combinations or combinations are not expressly recited in the present disclosure. In particular, various combinations and/or combinations of the features recited in the various embodiments and/or claims of the present disclosure may be made without departing from the spirit or teaching of the present disclosure. All such combinations and/or associations are within the scope of the present disclosure.
The embodiments of the present disclosure are described above. However, these examples are for illustrative purposes only and are not intended to limit the scope of the present disclosure. Although the embodiments are described separately above, this does not mean that the measures in the embodiments cannot be used in advantageous combination. The scope of the disclosure is defined by the appended claims and equivalents thereof. Various alternatives and modifications can be devised by those skilled in the art without departing from the scope of the present disclosure, and such alternatives and modifications are intended to be within the scope of the present disclosure.

Claims (10)

1. A method for processing a short message problem event list is characterized by comprising the following steps:
acquiring a to-be-processed event list, wherein the to-be-processed event list is used for describing short message service problem events;
performing semantic analysis on the event list to be processed to generate an event list analysis record table;
determining a short message sending message corresponding to the event list according to the event list analysis recording table to generate an event list analysis short message table;
determining a target processing strategy of the event list to be processed according to the event list analysis record table and the event list analysis short message table, wherein the target processing strategy is preset according to a service processing flow; and
and executing the target processing strategy to process the event list to be processed.
2. The method according to claim 1, wherein the determining the short message sending message corresponding to the event ticket according to the event ticket analysis record table to generate an event ticket analysis short message table comprises:
acquiring user information of an event list analysis record table;
inquiring short message sending message information in a database according to the user information, wherein the short message sending message information comprises a short message sending record ID, short message sending time, short message receiving short messages, batch short message identification, operator information, short message content and short message upstream information; and
and generating an event list analysis short message table according to the short message sending message information.
3. The method of claim 2, wherein the determining the target processing policy of the to-be-processed event ticket according to the event ticket analysis record table and the event ticket analysis short message table comprises:
determining the event type of the event list to be processed according to the event list analysis record table, wherein the event type is used for representing the short message service problem type;
and determining a target processing strategy of the event list to be processed according to the event type and the event list analysis short message table.
4. The method of claim 3, wherein the determining the target processing policy of the to-be-processed event ticket according to the event type and the event ticket parsing SMS message table comprises:
when the event type is determined to be the delayed short message receiving, determining that the target processing strategy is a first processing strategy, wherein the first processing strategy is configured to position a short message fault link according to the batch identification, the short message sending time, the short message receiving time and the short message upstream information;
when the event type is determined to be the non-received short message, determining that the target processing strategy is a second processing strategy, wherein the second processing strategy is configured to determine a problem processing flow of the non-received short message according to analysis and comparison of operator information; and
and when the event type is determined to be the wrong received short message, determining that the target processing strategy is a third processing strategy, wherein the third processing strategy is configured to determine a wrong received short message problem processing flow according to the short message sending time, the short message content and the short message upstream information.
5. The method according to claim 1, wherein the semantically analyzing the event ticket to be processed to generate an event ticket analysis record table comprises:
performing semantic analysis on the event list to be processed to determine event elements of the event list to be processed; and
and associating the event elements with the event list numbers to generate an event list analysis record table.
6. The method of claim 5, wherein the event elements comprise user information, short message information, event type and service information.
7. A system for processing a short message question event list comprises:
the system comprises an acquisition module, a processing module and a processing module, wherein the acquisition module is used for acquiring a to-be-processed event list, and the to-be-processed event list is used for describing short message service problem events;
the first generation module is used for carrying out semantic analysis on the event list to be processed so as to generate an event list analysis record table;
the second generation module is used for determining a short message sending message corresponding to the event list according to the event list analysis record table so as to generate an event list analysis short message table;
the processing strategy determining module is used for determining a target processing strategy of the event list to be processed according to the event list analysis record table and the event list analysis short message table, wherein the target processing strategy is preset according to a service processing flow; and
and the execution module is used for executing the target processing strategy so as to process the event list to be processed.
8. An electronic device, comprising:
one or more processors;
a storage device to store one or more programs,
wherein the one or more programs, when executed by the one or more processors, cause the one or more processors to perform the method of any of claims 1-6.
9. A computer readable storage medium having stored thereon executable instructions which, when executed by a processor, cause the processor to perform the method of any one of claims 1 to 6.
10. A computer program product comprising a computer program which, when executed by a processor, implements a method according to any one of claims 1 to 6.
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