CN114915605B - Event progress tracking method, device, electronic equipment and storage medium - Google Patents
Event progress tracking method, device, electronic equipment and storage medium Download PDFInfo
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- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/02—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
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Abstract
The invention relates to the field of data processing, and discloses an event progress tracking method, an event progress tracking device, electronic equipment and a storage medium, wherein the event progress tracking method comprises the following steps: acquiring a user event, responding to the user event through an AI intelligent customer service to obtain an AI response event, and judging whether the user event is solved or not according to the AI response event; when the method is solved, the response chat information is acquired and synchronized with the event list system, the event progress responding to the chat information is identified in the event list system, and the event progress is transmitted to a terminal user; when the information is not solved, calling an interface of the event list system, constructing an event list responding to the chat information in the event list system through the interface, configuring an event chat room of the event list, and recording the information of the event chat room; and carrying out event processing on the user event to obtain event processing progress, synchronizing the event processing progress with an event list, and transmitting the event processing progress to a terminal user through an event list system of the event list. The invention can improve the transparency of event progress.
Description
Technical Field
The present invention relates to the field of data processing, and in particular, to an event progress tracking method, an event progress tracking device, an electronic device, and a computer readable storage medium.
Background
The event progress tracking refers to that when an event with high processing difficulty is encountered, the event cannot be timely solved because the event needs to be processed layer by layer in feedback, so that the event can be continuously processed later, and the progress situation of the event can be tracked and recorded timely.
Currently, each business department usually provides an online chat room to carry out consultation and complaint of an event for an end user, most of consultation and complaint of the end user need feedback and inquiry layer by layer, a user problem is usually delayed to give a reply, only the final solution of the event is given, and the progress of the event is not shown to the user. Therefore, the transparency of event progress is low.
Disclosure of Invention
The invention provides an event progress tracking method, an event progress tracking device, electronic equipment and a computer readable storage medium, and mainly aims to improve transparency of event progress.
In order to achieve the above object, the present invention provides an event progress tracking method, including:
acquiring a user event, responding to the user event through an AI intelligent customer service to obtain an AI response event, and judging whether the user event is solved according to the AI response event;
When the user event is solved, acquiring response chat information of the AI intelligent response and the user event, synchronizing the response chat information in an event list system, identifying event progress of the response chat information in the event list system, and transmitting the event progress to a terminal user;
when the user event is not solved, calling an interface of the event list system, constructing an event list responding to the chat information in the event list system through the interface, configuring an event chat room of the event list, and recording the event chat information of the event chat room in the event list;
and carrying out event processing on the user event according to the event chat information to obtain event processing progress, synchronizing the event processing progress with the event list, and transmitting the event processing progress to a terminal user through an event list system of the event list.
Optionally, the responding to the user event through the AI intelligent customer service to obtain an AI response event includes:
identifying event keywords in the user event, and analyzing the event intention of the user event according to the event keywords;
Collecting an AI response processing scheme of the event intention from the AI intelligent guest obeying event database, and generating an AI response speaking template by the AI response processing scheme;
and sending the AI response conversation template to the user through a multi-round conversation technology to obtain an AI response event.
Optionally, the determining whether the user event is resolved according to the AI response event includes:
when the event times of the AI response events reach a preset threshold value, sending user intention investigation to a user through a multi-round session technology corresponding to the AI response events;
extracting user choices in the user intention survey when the user intention survey is finished;
when the user choice accords with a preset choice, the user event is solved;
when the user choice does not conform to a preset choice, the user event is not resolved.
Optionally, the synchronizing the response chat information in the event ticket system includes:
identifying the user end responding to the chat information, and verifying whether the user end and the event list system support a preset network transmission protocol or not;
when the user side and the event list system support a preset network transmission protocol, an information transmission channel between the user side and the event list system is created;
And synchronizing the response chat information to the event list system through a preset network transmission protocol according to the information transmission channel.
Optionally, the verifying whether the user terminal and the event ticket system support a preset network transmission protocol includes:
generating a random character string at the user end, and synchronizing the random character string with the event list system through an http protocol to obtain a synchronous character string;
carrying out consistency check on the synchronous character string and the random character string in the event list system;
when the consistency check of the synchronous character string and the random character string is successful, the user and the event list system support the preset network transmission protocol;
and when the consistency check of the synchronous character string and the random character string is unsuccessful, the user side and the event list system do not support the preset network transmission protocol.
Optionally, the calling the interface of the event list system includes:
inquiring an interface address and an interface request rule of the event list system, and analyzing the calling purpose of the interface for calling the event list system;
according to the interface request rule, carrying out interface calling coding on the calling purpose through a programming tool;
And transmitting the interface calling code to the interface of the event list system through an http protocol according to the interface address.
Optionally, the constructing the event ticket responding to the chat information in the event ticket system through the interface includes:
adding a catalog in the event list system, assigning the catalog to an event handler, and adding the identity information of the event handler to the catalog to obtain an event catalog;
acquiring a necessary-filling catalog in the event catalog, and extracting necessary-filling contents of the necessary-filling catalog from the response chat information according to the necessary-filling catalog;
and transmitting the necessary content and the response chat information to the event directory through the interface to obtain the event directory of the response chat information.
In order to solve the above-mentioned problems, the present invention also provides an event progress tracking apparatus, the apparatus comprising:
the user event judging module is used for acquiring a user event, responding to the user event through an AI intelligent customer service to obtain an AI response event, and judging whether the user event is solved according to the AI response event;
the event progress transmission module is used for acquiring response chat information of the AI intelligent response and the user event when the user event is solved, synchronizing the response chat information into an event list system, identifying event progress of the response chat information in the event list system, and transmitting the event progress to a terminal user;
The chat information recording module is used for calling an interface of the event list system when the user event is not solved, constructing an event list responding to the chat information in the event list system through the interface, configuring an event chat room of the event list, and recording the event chat information of the event chat room in the event list;
and the processing progress transmission module is used for carrying out event processing on the user event according to the event chat information to obtain event processing progress, synchronizing the event processing progress with the event list, and transmitting the event processing progress to a terminal user through an event list system of the event list.
In order to solve the above-mentioned problems, the present invention also provides an electronic apparatus including:
at least one processor; the method comprises the steps of,
a memory communicatively coupled to the at least one processor; wherein,,
the memory stores a computer program executable by the at least one processor to implement the event progress tracking method described above.
In order to solve the above-described problems, the present invention also provides a computer-readable storage medium having stored therein at least one computer program that is executed by a processor in an electronic device to implement the event progress tracking method described above.
It can be seen that, the embodiment of the invention responds to the user event through the AI intelligent customer service to obtain the AI response event for automatically replying to the consultation and complaint of the user through the AI intelligent customer service, and solves the problem encountered by the user, and reduces human resources, further, the embodiment of the invention judges whether the user event is solved according to the AI response event, so as to judge whether the problem of the user is solved through the AI intelligent customer service, when the problem is not solved through the AI intelligent customer service, the invention distributes artificial customer service to the user to solve the problem, further, the embodiment of the invention responds to chat information through the AI intelligent customer service, so as to reduce the number of times of inquiry of the user by checking the response chat information of the user and the AI intelligent customer service, and further, the embodiment of the invention further, by judging whether the problem of the user is solved through the AI response event, by using the single-response event to the system, the system is convenient for the system to log in the system, the system is convenient for the system to process the redundant event, the system is convenient for the system to log in the system to process the event, and the system is convenient for the system to process the event by checking the single-response chat information, further, the embodiment of the invention can be used for improving the transparency of event progress to user display by transmitting the event progress to a terminal user for the event progress situation of the event to be checked when waiting for the event to be solved, further, the embodiment of the invention can be used for directly checking the response chat information by a background person through an interface by calling an interface of the event list system for establishing a chat channel for a user and a butt joint person of a user event to the system background through the interface, further, the embodiment of the invention can be used for constructing an event list of the response chat information in the event list system through the interface for storing the response chat information in the event list, classifying the response chat information, facilitating the subsequent event processor matching the response chat information with a professional butt joint, further, the embodiment of the invention can be used for directly checking the event chat information through the event list by the user through the interface, further, recording the event chat information in the event list system, further can be used for quickly checking the event list of the user to be used for processing the event, further, the problem is solved by the event list of the user, the event is further, the problem is solved by the invention, the user is further, the problem is solved, the user is not processed through the event list is processed through the event list of the intelligent butt joint, according to the embodiment of the invention, the event processing progress is synchronized with the event list so as to be used for recording the response chat information and the event processing progress in the event list separately, so that the event progress can be obtained from the event list conveniently later. Therefore, the event progress tracking method, the event progress tracking device, the electronic equipment and the computer readable storage medium can improve the transparency of event progress.
Drawings
FIG. 1 is a flowchart illustrating a method for event progress tracking according to an embodiment of the present invention;
FIG. 2 is a schematic block diagram of an event progress tracking device according to an embodiment of the present invention;
fig. 3 is a schematic diagram of an internal structure of an electronic device for implementing an event progress tracking method according to an embodiment of the present invention;
the achievement of the objects, functional features and advantages of the present invention will be further described with reference to the accompanying drawings, in conjunction with the embodiments.
Detailed Description
It should be understood that the specific embodiments described herein are for purposes of illustration only and are not intended to limit the scope of the invention.
The embodiment of the invention provides an event progress tracking method. The execution subject of the event progress tracking method includes, but is not limited to, at least one of a server, a terminal, and the like, which can be configured to execute the method provided by the embodiment of the invention. In other words, the event progress tracking method may be performed by software or hardware installed at a terminal device or a server device, and the software may be a blockchain platform. The service end includes but is not limited to: a single server, a server cluster, a cloud server or a cloud server cluster, and the like. The server may be an independent server, or may be a cloud server that provides cloud services, cloud databases, cloud computing, cloud functions, cloud storage, network services, cloud communications, middleware services, domain name services, security services, content delivery networks (Content Delivery Network, CDN), and basic cloud computing services such as big data and artificial intelligence platforms.
Referring to fig. 1, a flow chart of an event progress tracking method according to an embodiment of the invention is shown. In the embodiment of the invention, the event progress tracking method comprises the following steps S1-S4:
s1, acquiring a user event, responding to the user event through an AI intelligent customer service to obtain an AI response event, and judging whether the user event is solved or not according to the AI response event.
The embodiment of the invention solves the consultation and complaint of the user by acquiring the user event to make corresponding reply according to the user event. Wherein, the user event refers to the event of user consultation and complaint.
Further, the embodiment of the invention responds to the user event through the AI intelligent customer service to obtain the AI response event, so as to be used for automatically replying to the consultation and complaint of the user through the AI intelligent customer service, solve the problem encountered by the user and reduce the manpower resource. The AI intelligent customer service is the problem that the AI technology robot is used for realizing the intellectualization when the customer service communicates with the user, and the user is replied by calling the data in the knowledge base through identifying the information of the user.
Further, as an embodiment of the present invention, the responding to the user event through the AI intelligent customer service to obtain an AI response event includes: identifying event keywords in the user event, and analyzing the event intention of the user event according to the event keywords; collecting an AI response processing scheme of the event intention from the AI intelligent guest obeying event database, and generating an AI response speaking template by the AI response processing scheme; and sending the AI response conversation template to the user through a multi-round conversation technology to obtain an AI response event.
The event keywords refer to words used by single media in the process of making the index, for example, when a user event is "me complaint", the event keywords are "complaint"; the event intention refers to information most relevant to a user event input by a user; the event database is a database for storing event processing schemes for processing user events; the AI response processing scheme refers to a scheme for processing user events; the multi-round conversation technology comprises a multi-round conversation technology of a closed domain and a multi-round conversation technology of an open domain, wherein the multi-round conversation technology of the closed domain refers to entering a polling state when user intention is defined in a preliminary step, and exiting polling when a necessary slot position is met or a user is interrupted actively; the open domain multi-round session technology is distinguished from the closed domain multi-round technology in that the open domain multi-round session technology has an explicit polling state, the open domain multi-round session technology generally has no explicit polling state, whether the user's native phone is associated with the above needs to be judged based on semantic understanding, and the open domain multi-round session technology is generally classified into three types: refer to digestion, omit complement, and semantic compliance.
Further, the embodiment of the invention judges whether the user event is solved according to the AI response event, so as to judge whether the problem of the user is solved through the AI intelligent customer service, and when the problem is not solved through the AI intelligent customer service, the problem is solved by distributing the manual customer service to the user in time.
Further, as an embodiment of the present invention, the determining whether the user event is resolved according to the AI response event includes: when the event times of the AI response events reach a preset threshold value, sending user intention investigation to a user through a multi-round session technology corresponding to the AI response events; extracting user choices in the user intention survey when the user intention survey is finished; when the user choice accords with a preset choice, the user event is solved; when the user choice does not conform to a preset choice, the user event is not resolved.
The preset threshold may be set to three times, or may be set according to an actual service scenario. The user choices include resolved, unresolved, and unselected, the preset choice being resolved.
S2, when the user event is solved, acquiring response chat information of the AI intelligent response and the user event, synchronizing the response chat information in an event list system, identifying event progress of the response chat information in the event list system, and transmitting the event progress to a terminal user.
According to the embodiment of the invention, the response chat information of the AI intelligent response and the user event is obtained, so that when the user is switched to the artificial customer service, the artificial customer service can timely solve the user problem by checking the response chat information of the user and the AI intelligent customer service, the inquiry times of the user are reduced, and the user comfort is improved. The response chat information refers to corresponding reply information of the AI intelligent customer service to the consultation and complaint of the user.
Further, the embodiment of the invention synchronizes the response chat information in the event list system so as to record the response chat information in the event list system, thereby facilitating the staff to log in the event list system, and the content of the response chat information is checked in the background so as to match the user with a proper event handler. The event list system is a system for uniformly storing and managing user events and corresponding solution information thereof.
Further, as an embodiment of the present invention, the synchronizing the response chat information in the event ticket system includes: identifying the user end responding to the chat information, and verifying whether the user end and the event list system support a preset network transmission protocol or not; when the user side and the event list system support a preset network transmission protocol, an information transmission channel between the user side and the event list system is created; and synchronizing the response chat information to the event list system through a preset network transmission protocol according to the information transmission channel.
The preset network transmission protocol refers to a common language of computer communication or network equipment, and optionally, the preset network transmission protocol may be WebSocket protocol, which is a protocol that allows for two-way communication by keeping the server side and the user side always connected, and may send data or receive data.
Further, as another embodiment of the present invention, the verifying whether the client and the event ticket system support a preset network transmission protocol includes: generating a random character string at the user end, and synchronizing the random character string with the event list system through an http protocol to obtain a synchronous character string; carrying out consistency check on the synchronous character string and the random character string in the event list system; when the consistency check of the synchronous character string and the random character string is successful, the user and the event list system support the preset network transmission protocol; and when the consistency check of the synchronous character string and the random character string is unsuccessful, the user side and the event list system do not support the preset network transmission protocol.
Further, as another embodiment of the present invention, when the client and the event ticket system support a preset network transmission protocol, creating an information transmission channel between the client and the event ticket system includes: transmitting an http message containing information 'Upgrade: websocket' from the user side to the event list system; after the event sheet system receives the http message containing the information ' Upgrade: websocket ', the user side replies the http message containing the information ' good ', i have switched to websocket protocol '.
Further, the embodiment of the invention identifies the event progress of the response chat information in the event list system, so as to be used for extracting the event progress from the event list system with redundant data and independently sending the event progress to the user, thereby facilitating the user to check the solution condition of the event. The event progress refers to a process of user event resolution, and represents the completion degree of a task.
Further, as an embodiment of the present invention, the identifying, in the event ticket system, the event progress of the response chat information includes: constructing an event progress frame responding to the chat information; and acquiring the initial progress of the event responding to the chat information from the event handler responding to the chat information, and matching the initial progress of the event with the progress frame of the event to obtain the progress of the event responding to the chat information.
The initial progress of the event refers to the processing progress condition of the event handler on the user event.
Further, the embodiment of the invention transmits the event progress to the terminal user so that the user can check the progress situation of the event when waiting for whether the event is solved, and the transparency of the event progress to the user display is improved.
Further, as an embodiment of the present invention, the transmitting the event progress to the end user is implemented through a preset network transmission protocol.
S3, when the user event is not solved, calling an interface of the event list system, constructing an event list responding to the chat information in the event list system through the interface, configuring an event chat room of the event list, and recording the event chat information of the event chat room in the event list.
The embodiment of the invention is used for transmitting the response chat information of the user and the AI intelligent customer service to the system background through the interface by calling the interface of the event list system, so that background personnel can check the response chat information conveniently. Wherein the interface is an abstract compound provided by the entity to the outside for separating the external communication method by the internal operation, so that the external communication method can be modified internally without affecting the interaction between other entities
As an embodiment of the present invention, the calling the interface of the event ticket system when the user event is not resolved includes: inquiring an interface address and an interface request rule of the event list system, and analyzing the calling purpose of the interface for calling the event list system; according to the interface request rule, carrying out interface calling coding on the calling purpose through a programming tool; and transmitting the interface calling code to the interface of the event list system through an http protocol according to the interface address.
Wherein, the programming tool can be httpClient tool.
Further, in the embodiment of the invention, the event list of the response chat information is constructed in the event list system through the interface, so that the response chat information is stored in the event list, and the response chat information is classified, thereby being convenient for matching the response chat information with the professional opposite event handler.
The event list refers to a list containing event description information such as event titles, event sources, event types, processing groups, processing persons, priorities, emergency contacts, detailed information and the like. The event title refers to a field intercepted from the response chat information according to a preset rule, the event source defaults to be reported by a user, the event type comprises a consultation class and a complaint class, the processing group refers to a group for processing the event allocated to the event list according to the event type, the processing person refers to an idle processing person in the processing group allocated to the event list, the priority refers to a priority processing level performed according to waiting processing time of the response chat information, the emergency contact refers to a responsible person of the user event, the detailed information refers to content of the response chat information, and the preset rule can be that 8-bit characters are intercepted from a first character of the response chat information.
Further, as an embodiment of the present invention, the constructing, in the event ticket system, the event ticket responding to the chat information through the interface includes: adding a catalog in the event list system, assigning the catalog to an event handler, and adding the identity information of the event handler to the catalog to obtain an event catalog; acquiring a necessary-filling catalog in the event catalog, and extracting necessary-filling contents of the necessary-filling catalog from the response chat information according to the necessary-filling catalog; and transmitting the necessary content and the response chat information to the event directory through the interface to obtain the event directory of the response chat information.
The event handler refers to a handler for solving the user event, the identity information may be a work number of the event handler, and the list is only necessary to be filled with the list, and the necessary to be filled with the list includes an event title, an event source, an event type, a processing group, a handler, a priority, an emergency contact, detailed information, and the like.
Further, the embodiment of the invention is used for creating a chat channel for the user and the dockee of the user event by configuring the event chat room of the event ticket, so that the dockee of the user event and the user can communicate directly through the event chat room. The event chat room refers to an online talking space with talking subjects and certain talking purposes.
Further, as an embodiment of the present invention, the configuring the event chat room of the event ticket includes: the connection between users in the event chat room is realized through a remote sharing object mechanism of the FMS, and the forwarding of response chat information between users is realized through a socket server according to the connection between the users.
The remote shared object mechanism of the FMS can be used for realizing remote shared objects which are created in a user side and connected to a server side, and the socket server can be used for realizing private chat between the user side and other user sides.
Further, the embodiment of the invention records the event chat information of the event chat room in the event list, so that a background processor can conveniently and quickly check the problems provided by the user from the event list when processing the event of the user.
Further, as an embodiment of the present invention, the recording of the event chat information of the event chat room in the event ticket is consistent with the implementation principle of the event ticket for constructing the response chat information in the event ticket system through the interface, which is not described herein.
S4, carrying out event processing on the user event according to the event chat information to obtain event processing progress, synchronizing the event processing progress with the event list, and transmitting the event processing progress to a terminal user through an event list system of the event list.
According to the embodiment of the invention, the event processing is carried out on the user event according to the event chat information to obtain event processing progress, so that the problem which cannot be solved by the AI intelligent customer service is processed, and the progress situation of the problem processing is recorded, so that the problem is conveniently sent to a user for viewing.
According to the embodiment of the invention, the event processing is carried out on the user event according to the event chat information, so that the event processing progress is obtained, and the event processing progress is realized by an event processor of the user event.
Further, the embodiment of the invention facilitates the subsequent acquisition of event progress from the event ticket by synchronizing the event processing progress with the event ticket for recording the response chat information in the event ticket separately from the event processing progress.
Further, as an embodiment of the present invention, the synchronizing the event processing progress to the event ticket includes: and carrying out event processing on the user event according to the event chat information, wherein the implementation principle of obtaining the event processing progress is consistent, and details are not repeated here.
Further, the embodiment of the invention transmits the event processing progress to the terminal user through the event list system of the event list, so that the terminal user can check the processing progress of the user event, acquire the processing condition of the event in time and improve the satisfaction degree of the user.
Further, as an embodiment of the present invention, the event processing progress is transmitted to the end user by the event sheet system of the event sheet, which is consistent with the implementation principle of transmitting the event progress to the end user, and will not be described herein.
It can be seen that, the embodiment of the invention solves the problem of user consultation and complaint by obtaining the user event for responding to the user event through the AI intelligent customer service, further, the embodiment of the invention obtains the AI response event for automatically replying to the user consultation and complaint through the AI intelligent customer service, solves the problem encountered by the user, and reduces human resources, further, the embodiment of the invention judges whether the user event is solved according to the AI response event, so as to judge whether the problem of the user is solved through the AI intelligent customer service, when the problem is not solved through the AI intelligent customer service, the embodiment of the invention distributes artificial customer service to the user in time for solving the problem, further, the embodiment of the invention can reduce the number of times of user inquiry by checking the response chatting information of the user and the AI intelligent customer service, further, the embodiment of the invention can further, judge whether the problem of the user is solved through the AI response event by checking the single-event, log-in information in the system, the system is convenient for the system to log in the system, the system is convenient for processing the event, the system is convenient for logging in the system, the system is convenient for processing the event, the system is suitable for logging the system to process the event, the system is convenient for the system to process the single-chat information, the system is matched with the system is convenient for the system to process the system is used for the system to process the single-response information, and the system is easy to process, further, the embodiment of the invention can be used for improving the transparency of event progress to user display by transmitting the event progress to a terminal user for the event progress situation of the event to be checked when waiting for the event to be solved, further, the embodiment of the invention can be used for directly checking the response chat information by a background person through an interface by calling an interface of the event list system for establishing a chat channel for a user and a butt joint person of a user event to the system background through the interface, further, the embodiment of the invention can be used for constructing an event list of the response chat information in the event list system through the interface for storing the response chat information in the event list, classifying the response chat information, facilitating the subsequent event processor matching the response chat information with a professional butt joint, further, the embodiment of the invention can be used for directly checking the event chat information through the event list by the user through the interface, further, recording the event chat information in the event list system, further can be used for quickly checking the event list of the user to be used for processing the event, further, the problem is solved by the event list of the user, the event is further, the problem is solved by the invention, the user is further, the problem is solved, the user is not processed through the event list is processed through the event list of the intelligent butt joint, according to the embodiment of the invention, the event processing progress is synchronized with the event list so as to be used for recording the response chat information and the event processing progress in the event list separately, so that the event progress can be obtained from the event list conveniently later. Therefore, the event progress tracking method provided by the embodiment of the invention can be used for the transparency of the event progress.
As shown in fig. 2, a functional block diagram of the event progress tracking device of the present invention.
The event progress tracking apparatus 100 of the present invention may be installed in an electronic device. The event progress tracking means may include a user event judgment module 101, an event progress transmission module 102, a chat information recording module 103, and a process progress transmission module 104 according to the implemented functions. The module according to the invention, which may also be referred to as a unit, refers to a series of computer program segments, which are stored in the memory of the electronic device, capable of being executed by the processor of the electronic device and of performing a fixed function.
In the present embodiment, the functions concerning the respective modules/units are as follows:
the user event judging module 101 is configured to obtain a user event, respond to the user event through an AI intelligent customer service, obtain an AI response event, and judge whether the user event is resolved according to the AI response event;
the event progress transmission module 102 is configured to obtain a response chat message of the AI intelligent response and the user event when the user event is resolved, synchronize the response chat message with an event list system, identify an event progress of the response chat message in the event list system, and transmit the event progress to a terminal user;
A chat information recording module 103, configured to invoke an interface of the event list system when the user event is not resolved, construct an event list of the response chat information in the event list system through the interface, configure an event chat room of the event list, and record event chat information of the event chat room in the event list;
and the processing progress transmission module 104 is configured to perform event processing on the user event according to the event chat information, obtain event processing progress, synchronize the event processing progress with the event ticket, and transmit the event processing progress to a terminal user through an event ticket system of the event ticket.
In detail, the modules in the event progress tracking device 100 in the embodiment of the present invention use the same technical means as the event progress tracking method described in fig. 1 and can produce the same technical effects, which are not described herein.
As shown in fig. 3, a schematic structural diagram of an electronic device 1 implementing an event progress tracking method according to the present invention is shown.
The electronic device 1 may comprise a processor 10, a memory 11, a communication bus 12 and a communication interface 13, and may further comprise a computer program, such as an event progress tracking program, stored in the memory 11 and executable on the processor 10.
The processor 10 may be formed by an integrated circuit in some embodiments, for example, a single packaged integrated circuit, or may be formed by a plurality of integrated circuits packaged with the same function or different functions, including one or more central processing units (Central Processing unit, CPU), a microprocessor, a digital processing chip, a graphics processor, a combination of various control chips, and so on. The processor 10 is a Control Unit (Control Unit) of the electronic device 1, connects the respective components of the entire electronic device 1 using various interfaces and lines, executes or executes programs or modules (for example, executes an event progress tracking program or the like) stored in the memory 11, and invokes data stored in the memory 11 to perform various functions of the electronic device 1 and process data.
The memory 11 includes at least one type of readable storage medium including flash memory, a removable hard disk, a multimedia card, a card type memory (e.g., SD or DX memory, etc.), a magnetic memory, a magnetic disk, an optical disk, etc. The memory 11 may in some embodiments be an internal storage unit of the electronic device 1, such as a removable hard disk of the electronic device 1. The memory 11 may in other embodiments also be an external storage device of the electronic device 1, such as a plug-in mobile hard disk, a Smart Media Card (SMC), a Secure Digital (SD) Card, a Flash memory Card (Flash Card) or the like, which are provided on the electronic device 1. Further, the memory 11 may also include both an internal storage unit and an external storage device of the electronic device 1. The memory 11 may be used not only for storing application software installed in the electronic device 1 and various types of data, such as codes of event progress tracking programs, etc., but also for temporarily storing data that has been output or is to be output.
The communication bus 12 may be a peripheral component interconnect standard (peripheral component interconnect, PCI) bus, or an extended industry standard architecture (extended industry standard architecture, EISA) bus, among others. The bus may be classified as an address bus, a data bus, a control bus, etc. The bus is arranged to enable a connection communication between the memory 11 and at least one processor 10 etc.
The communication interface 13 is used for communication between the electronic device 1 and other devices, including a network interface and an employee interface. Optionally, the network interface may comprise a wired interface and/or a wireless interface (e.g. WI-FI interface, bluetooth interface, etc.), typically used to establish a communication connection between the electronic device 1 and other electronic devices 1. The employee interface may be a Display (Display), an input unit such as a Keyboard (Keyboard), or alternatively a standard wired interface, a wireless interface. Alternatively, in some embodiments, the display may be an LED display, a liquid crystal display, a touch-sensitive liquid crystal display, an OLED (Organic Light-Emitting Diode) touch, or the like. The display may also be referred to as a display screen or display unit, as appropriate, for displaying information processed in the electronic device 1 and for displaying a visual staff interface.
Fig. 3 shows only an electronic device 1 with components, it being understood by a person skilled in the art that the structure shown in fig. 3 does not constitute a limitation of the electronic device 1, and may comprise fewer or more components than shown, or may combine certain components, or may be arranged in different components.
For example, although not shown, the electronic device 1 may further include a power source (such as a battery) for supplying power to each component, and preferably, the power source may be logically connected to the at least one processor 10 through a power management device, so that functions of charge management, discharge management, power consumption management, and the like are implemented through the power management device. The power supply may also include one or more of any of a direct current or alternating current power supply, recharging device, power failure detection circuit, power converter or inverter, power status indicator, etc. The electronic device 1 may further include various sensors, bluetooth modules, wi-Fi modules, etc., which will not be described herein.
It should be understood that the embodiments described are for illustrative purposes only and are not limited in scope by this configuration.
The event progress tracking program stored in the memory 11 in the electronic device 1 is a combination of a plurality of computer programs, which when run in the processor 10, can implement:
Acquiring a user event, responding to the user event through an AI intelligent customer service to obtain an AI response event, and judging whether the user event is solved according to the AI response event;
when the user event is solved, acquiring response chat information of the AI intelligent response and the user event, synchronizing the response chat information in an event list system, identifying event progress of the response chat information in the event list system, and transmitting the event progress to a terminal user;
when the user event is not solved, calling an interface of the event list system, constructing an event list responding to the chat information in the event list system through the interface, configuring an event chat room of the event list, and recording the event chat information of the event chat room in the event list;
and carrying out event processing on the user event according to the event chat information to obtain event processing progress, synchronizing the event processing progress with the event list, and transmitting the event processing progress to a terminal user through an event list system of the event list.
In particular, the specific implementation method of the processor 10 on the computer program may refer to the description of the relevant steps in the corresponding embodiment of fig. 1, which is not repeated herein.
Further, the integrated modules/units of the electronic device 1 may be stored in a non-volatile computer readable storage medium if implemented in the form of software functional units and sold or used as a stand alone product. The computer readable storage medium may be volatile or nonvolatile. For example, the computer readable medium may include: any entity or device capable of carrying the computer program code, a recording medium, a U disk, a removable hard disk, a magnetic disk, an optical disk, a computer Memory, a Read-Only Memory (ROM).
The present invention also provides a computer readable storage medium storing a computer program which, when executed by a processor of an electronic device 1, may implement:
acquiring a user event, responding to the user event through an AI intelligent customer service to obtain an AI response event, and judging whether the user event is solved according to the AI response event;
when the user event is solved, acquiring response chat information of the AI intelligent response and the user event, synchronizing the response chat information in an event list system, identifying event progress of the response chat information in the event list system, and transmitting the event progress to a terminal user;
When the user event is not solved, calling an interface of the event list system, constructing an event list responding to the chat information in the event list system through the interface, configuring an event chat room of the event list, and recording the event chat information of the event chat room in the event list;
and carrying out event processing on the user event according to the event chat information to obtain event processing progress, synchronizing the event processing progress with the event list, and transmitting the event processing progress to a terminal user through an event list system of the event list.
In the several embodiments provided in the present invention, it should be understood that the disclosed apparatus, device and method may be implemented in other manners. For example, the above-described apparatus embodiments are merely illustrative, and for example, the division of the modules is merely a logical function division, and there may be other manners of division when actually implemented.
The modules described as separate components may or may not be physically separate, and components shown as modules may or may not be physical units, may be located in one place, or may be distributed over multiple network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the solution of this embodiment.
In addition, each functional module in the embodiments of the present invention may be integrated in one processing unit, or each unit may exist alone physically, or two or more units may be integrated in one unit. The integrated units can be realized in a form of hardware or a form of hardware and a form of software functional modules.
It will be evident to those skilled in the art that the invention is not limited to the details of the foregoing illustrative embodiments, and that the present invention may be embodied in other specific forms without departing from the spirit or essential characteristics thereof.
The present embodiments are, therefore, to be considered in all respects as illustrative and not restrictive, the scope of the invention being indicated by the appended claims rather than by the foregoing description, and all changes which come within the meaning and range of equivalency of the claims are therefore intended to be embraced therein. Any reference signs in the claims shall not be construed as limiting the claim concerned.
The embodiment of the invention can acquire and process the related data based on the artificial intelligence technology. Among these, artificial intelligence (Artificial Intelligence, AI) is the theory, method, technique and application system that uses a digital computer or a digital computer-controlled machine to simulate, extend and extend human intelligence, sense the environment, acquire knowledge and use knowledge to obtain optimal results.
Furthermore, it is evident that the word "comprising" does not exclude other elements or steps, and that the singular does not exclude a plurality. A plurality of units or means recited in the system claims can also be implemented by means of software or hardware by means of one unit or means. The terms second, etc. are used to denote a name, but not any particular order.
Finally, it should be noted that the above-mentioned embodiments are merely for illustrating the technical solution of the present invention and not for limiting the same, and although the present invention has been described in detail with reference to the preferred embodiments, it should be understood by those skilled in the art that modifications and equivalents may be made to the technical solution of the present invention without departing from the spirit and scope of the technical solution of the present invention.
Claims (10)
1. A method of event progress tracking, the method comprising:
acquiring a user event, responding to the user event through an AI intelligent customer service to obtain an AI response event, and judging whether the user event is solved according to the AI response event;
when the user event is solved, acquiring response chat information of an AI intelligent response and the user event, synchronizing the response chat information in an event list system, identifying event progress of the response chat information in the event list system, and transmitting the event progress to a terminal user, wherein the identifying the event progress of the response chat information in the event list system comprises: constructing an event progress frame responding to the chat information; acquiring the initial progress of the event responding to the chat information from the event handler responding to the chat information, and matching the initial progress of the event with the progress frame of the event to obtain the progress of the event responding to the chat information;
When the user event is not solved, calling an interface of the event list system, constructing an event list responding to the chat information in the event list system through the interface, configuring an event chat room of the event list, and recording the event chat information of the event chat room in the event list;
and carrying out event processing on the user event according to the event chat information to obtain event processing progress, synchronizing the event processing progress with the event list, and transmitting the event processing progress to a terminal user through an event list system of the event list.
2. The event progress tracking method of claim 1, wherein responding to the user event through AI intelligent customer service to obtain an AI response event comprises:
identifying event keywords in the user event, and analyzing the event intention of the user event according to the event keywords;
collecting an AI response processing scheme of the event intention from the AI intelligent guest obeying event database, and generating an AI response speaking template by the AI response processing scheme;
and sending the AI response conversation template to the user through a multi-round conversation technology to obtain an AI response event.
3. The event progress tracking method of claim 1, wherein the determining whether the user event is resolved based on the AI response event comprises:
when the event times of the AI response events reach a preset threshold value, sending user intention investigation to a user through a multi-round session technology corresponding to the AI response events;
extracting user choices in the user intention survey when the user intention survey is finished;
when the user choice accords with a preset choice, the user event is solved;
when the user choice does not conform to a preset choice, the user event is not resolved.
4. The event progress tracking method of claim 1, wherein synchronizing the responsive chat information in a event ticket system comprises:
identifying the user end responding to the chat information, and verifying whether the user end and the event list system support a preset network transmission protocol or not;
when the user side and the event list system support a preset network transmission protocol, an information transmission channel between the user side and the event list system is created;
and synchronizing the response chat information to the event list system through a preset network transmission protocol according to the information transmission channel.
5. The event progress tracking method of claim 4, wherein said verifying whether said client and said event ticket system support a preset network transport protocol comprises:
generating a random character string at the user end, and synchronizing the random character string with the event list system through an http protocol to obtain a synchronous character string;
carrying out consistency check on the synchronous character string and the random character string in the event list system;
when the consistency check of the synchronous character string and the random character string is successful, the user and the event list system support the preset network transmission protocol;
and when the consistency check of the synchronous character string and the random character string is unsuccessful, the user side and the event list system do not support the preset network transmission protocol.
6. The event progress tracking method of claim 1, wherein the invoking the interface of the event ticket system comprises:
inquiring an interface address and an interface request rule of the event list system, and analyzing the calling purpose of the interface for calling the event list system;
according to the interface request rule, carrying out interface calling coding on the calling purpose through a programming tool;
And transmitting the interface calling code to the interface of the event list system through an http protocol according to the interface address.
7. The event progress tracking method of claim 1, wherein said constructing the event ticket responsive to chat information in the event ticket system via the interface comprises:
adding a catalog in the event list system, assigning the catalog to an event handler, and adding the identity information of the event handler to the catalog to obtain an event catalog;
acquiring a necessary-filling catalog in the event catalog, and extracting necessary-filling contents of the necessary-filling catalog from the response chat information according to the necessary-filling catalog;
and transmitting the necessary content and the response chat information to the event directory through the interface to obtain the event directory of the response chat information.
8. An event progress tracking apparatus, the apparatus comprising:
the user event judging module is used for acquiring a user event, responding to the user event through an AI intelligent customer service to obtain an AI response event, and judging whether the user event is solved according to the AI response event;
The event progress transmission module is used for acquiring response chat information of the AI intelligent response and the user event when the user event is solved, synchronizing the response chat information into an event list system, identifying the event progress of the response chat information in the event list system, and transmitting the event progress to a terminal user, wherein the event progress identifying the response chat information in the event list system comprises the following steps: constructing an event progress frame responding to the chat information; acquiring the initial progress of the event responding to the chat information from the event handler responding to the chat information, and matching the initial progress of the event with the progress frame of the event to obtain the progress of the event responding to the chat information;
the chat information recording module is used for calling an interface of the event list system when the user event is not solved, constructing an event list responding to the chat information in the event list system through the interface, configuring an event chat room of the event list, and recording the event chat information of the event chat room in the event list;
and the processing progress transmission module is used for carrying out event processing on the user event according to the event chat information to obtain event processing progress, synchronizing the event processing progress with the event list, and transmitting the event processing progress to a terminal user through an event list system of the event list.
9. An electronic device, the electronic device comprising:
at least one processor; the method comprises the steps of,
a memory communicatively coupled to the at least one processor; wherein,,
the memory stores a computer program executable by the at least one processor to enable the at least one processor to perform the event progress tracking method of any of claims 1 to 7.
10. A computer readable storage medium storing a computer program, wherein the computer program when executed by a processor implements the event progress tracking method according to any of claims 1 to 7.
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