CN115185716B - Intelligent message bus platform - Google Patents
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- CN115185716B CN115185716B CN202211110577.9A CN202211110577A CN115185716B CN 115185716 B CN115185716 B CN 115185716B CN 202211110577 A CN202211110577 A CN 202211110577A CN 115185716 B CN115185716 B CN 115185716B
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F9/00—Arrangements for program control, e.g. control units
- G06F9/06—Arrangements for program control, e.g. control units using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
- G06F9/46—Multiprogramming arrangements
- G06F9/54—Interprogram communication
- G06F9/542—Event management; Broadcasting; Multicasting; Notifications
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F9/00—Arrangements for program control, e.g. control units
- G06F9/06—Arrangements for program control, e.g. control units using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
- G06F9/46—Multiprogramming arrangements
- G06F9/54—Interprogram communication
- G06F9/546—Message passing systems or structures, e.g. queues
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/26—Speech to text systems
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- 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
- H04L41/0631—Management of faults, events, alarms or notifications using root cause analysis; using analysis of correlation between notifications, alarms or events based on decision criteria, e.g. hierarchy, tree or time analysis
Abstract
The invention relates to the field of data processing, in particular to an intelligent message bus platform, which comprises: the receiving module is used for receiving the trigger information of the user; the creating module is used for creating a first event to be processed according to the triggering information; the first processing module converts the first trigger content to obtain a second event to be processed; the second processing module identifies second trigger content based on preset keyword information and determines a second terminal corresponding to a second event to be processed; the dispatching module dispatches the second to-be-processed event to a corresponding second terminal; and the feedback module feeds back the processing result to the corresponding first terminal according to the first terminal ID, and feeds back the user evaluation information of the first terminal to the second terminal according to the target address information. The trigger information of the user at the first terminal is received, integrated and processed, and the second event to be processed is identified and distributed to the second terminal, so that unified management and analysis of different terminal messages are realized, and the information processing efficiency is improved.
Description
Technical Field
The invention relates to the field of data processing, in particular to an intelligent message bus platform.
Background
The message bus is a message center, connects a plurality of services to the message center, receives and sends messages, processes the received messages and sends the processed messages, and realizes message intercommunication among different media.
The patent document with the application number of 202010420193.1 discloses a message processing method based on a platform-level enterprise message bus, which is applied to transmission of different types of messages of a platform-level enterprise, and relates to a cloud computing server, a local client and a cloud storage server; the local client is divided into three types, namely an individual type, a local service application type and a third-party application type, the local client is divided into a sending end and a receiving end, and the cloud storage server is used for storing a secondary log; the method comprises the following steps: the cloud computing server receives message feedback request information sent by the sending end, wherein the message feedback request information comprises a message feedback instruction, message feedback content and a message category; the cloud computing server calls the secondary log in the cloud storage server, and the message feedback instruction is verified through the secondary log; if the message feedback instruction is successfully verified, the cloud computing server searches a target transmission strategy matched with the message feedback content according to the message type; and the cloud computing server transmits the message feedback content to a receiving end according to a target transmission strategy matched with the message feedback content.
In the prior art, received message requests of different types are subjected to instruction verification, and the verified message requests are transmitted to a receiving end according to a corresponding target transmission strategy, but the unified management and analysis cannot be realized in the face of complex media channel information, and the processing efficiency is low.
Disclosure of Invention
Therefore, the invention provides an intelligent message bus platform which can solve the problem of low information processing efficiency.
To achieve the above object, the present invention provides an intelligent message bus platform, comprising:
the receiving module is used for receiving the trigger information input by the user on the first terminal;
the creating module is used for creating a first event to be processed according to the triggering information, wherein the first event to be processed comprises a first terminal ID, first triggering content and target address information;
the first processing module is used for converting the first trigger content to form second trigger content with a uniform format, and forming a second event to be processed by the second trigger content, the first terminal ID and the target address information, wherein the format of the second trigger content is a text format;
the second processing module is used for identifying the second trigger content based on preset keyword information to obtain an identification result, and determining a second terminal corresponding to the second event to be processed according to the identification result and target address information, wherein the target address information corresponding to each second terminal is different;
the dispatching module is used for dispatching the second event to be processed to a corresponding second terminal according to the target address information and the emergency degree of the second event to be processed;
and the feedback module is used for feeding back a processing result to the corresponding first terminal according to the first terminal ID and feeding back user evaluation information of the first terminal to the second terminal according to the target address information.
Further, when the first triggering content in the first event to be processed is converted, the first processing module determines a format of the first triggering content in the first event to be processed, where the format includes audio, video, picture, link, and text,
when the format of the first trigger content is judged to be audio, converting the audio into second trigger content in a text format by using a voice recognition technology;
when the format of the first trigger content is judged to be a video or a picture, extracting feature information in the video or the picture by using an image recognition technology according to a preset feature template, wherein the preset feature template comprises feature information extraction items, extracting the feature information of the video or the picture according to the feature information extraction items, performing voice recognition on audio in the video, and forming second trigger content in a text format by using the extracted feature information and the voice recognition information;
when the format of the first trigger content is judged to be a link, forming second trigger content in a text format by information in the link according to a voice recognition technology, an image recognition technology or a text extraction technology;
when the format of the first trigger content is judged to be a text, directly extracting the text to form second trigger content;
and forming a second event to be processed by the first terminal ID, the second trigger content and the target address information.
Further, after the first processing module converts the first trigger content into a second trigger content and forms a second event to be processed, the second processing module identifies the trigger intention of the second trigger content, the second processing module is provided with a trigger intention chart, the trigger intention chart comprises a plurality of trigger intents, any trigger intention comprises a plurality of keywords, the keywords are used for describing each trigger intention, the keywords of any trigger intention are matched with the second trigger content according to the trigger intention chart, the number M of matching words of the keywords of any trigger intention and the second trigger content is calculated, the number N of words of the second trigger content is calculated, the matching rate L is calculated, wherein L = M/N,
if the matching rate L is larger than or equal to 50%, determining the triggering intention of the second triggering content as the actual triggering intention of the second event to be processed;
and if the matching rate L is less than 50%, determining the triggering intention of the second to-be-processed event as other triggering intents.
Further, when the matching rate L is larger than or equal to 50% and the actual triggering intention of the second event to be processed is determined, the second processing module analyzes the emergency degree of the actual triggering intention of the second event to be processed, calculates the number of the actual triggering intentions in the second event to be processed, and determines the second event to be processed as a level I triggering event if the actual triggering intention relates to personal safety;
if the number of the actual trigger intents in the second to-be-processed event is greater than 1, determining the second to-be-processed event as a level II trigger event;
if the number of the actual triggering intents in the second to-be-processed event is 1 and personal safety is not involved, judging the second to-be-processed event as a class-III triggering event;
and when the matching rate L is less than 50% and the triggering intention of the second event to be processed is determined as other triggering intents, determining the second event to be processed as an IV-level triggering event, wherein the urgency degree of the triggering intention of the second event to be processed is I-level triggering event > II-level triggering event > III-level triggering event > IV-level triggering event.
Further, when the creating module creates the first event to be processed according to the trigger information, the trigger information includes a first terminal ID, first trigger content and address information, the address information is extracted according to a preset address template to obtain target address information, if the target address information is not extracted from the address information, the target address information is marked as empty, and the target address information, the first terminal ID and the first trigger content form the first event to be processed.
The system further comprises a screening module used for screening the first event to be processed;
the creating module creates a first event to be processed according to the trigger information, the first event to be processed further comprises user identity information and a time number, the screening module compares the first event to be processed according to the user identity information and the first trigger content, and if the user identity information is the same as the first trigger content, the first event to be processed is selected according to the time number to obtain the first event to be processed with the closest time number.
Further, when the dispatching module dispatches the second event to be processed, the dispatching module sends the second event to be processed according to the emergency degree determined by the second processing module, and the second processing module determines that the second event to be processed of the level i trigger event, the level ii trigger event, the level iii trigger event, and the level iv trigger event is sent in sequence according to a preset time difference t;
for a second event to be processed which is judged as a trigger event with any emergency degree, carrying out area division on target address information in the second event to be processed according to preset area division to obtain a target area, sending the second event to be processed to a second terminal corresponding to the target area according to the target area for processing, if the target address information in the second event to be processed is empty, carrying out target address information extraction on second trigger content in the second event to be processed according to a preset address template to obtain first target address information,
when the target address information is not empty, sending a second event to be processed to a second terminal corresponding to the target area for processing according to the preset area division;
and when the target address information is empty, performing area division on first target address information in a second event to be processed according to the preset area division to obtain a first target area, and sending the second event to be processed to a second terminal corresponding to the first target area according to the first target area for processing.
Further, if the first target address information is empty, the dispatch module sends a second event to be processed to an artificial customer service and an AI voice robot according to the user identity information;
sending the emergency degree of a second event to be processed to an artificial customer service or an AI voice robot for processing, sending the second event to be processed, which is judged as a level I trigger event and a level II trigger event by a second processing module, to the artificial customer service, and sending the second event to be processed, which is judged as a level III trigger event and a level IV trigger event by the second processing module, to the AI voice robot;
and judging whether the AI voice robot and the artificial customer service successfully process the second event to be processed within a preset time t, if the AI voice robot does not successfully process the second event to be processed within the preset time t, sending the second event to be processed to the artificial customer service for processing, and if the artificial customer service does not successfully process the second event to be processed within the preset time t, inquiring the user according to a preset inquiry template to obtain an inquiry result, and sending a third event to be processed formed by the inquiry result to a corresponding second terminal.
Further, the platform also comprises a third processing module, which is used for receiving and analyzing the processing result, the third processing module is used for receiving the processing result of the second to-be-processed event or the third to-be-processed event in the preset time T, the processing result comprises the solved, the unresolved and the unresolved reasons, when the third processing module analyzes the processing result, the third processing module classifies and calculates the unresolved reasons, classifies according to a preset classification template to obtain a plurality of classification reasons, calculates the total number C of the second to-be-processed event or the third to-be-processed event of any classification reason, calculates the total number D of the unresolved second to-be-processed event or the third to-be-processed event, calculates the percentage E of the second to-be-processed event or the third to-be-processed event of any classification reason, wherein E = C/D, compares the percentage E with the preset percentage E0,
if E is larger than or equal to E0, judging that the unsolved second to-be-processed event or the third to-be-processed event of the category reasons is a special processing event, marking a special processing event label on the special processing event, and sending the second to-be-processed event or the third to-be-processed event of the special processing event label to a second terminal higher than a second terminal processing the second to-be-processed event or the third to-be-processed event for processing by a feedback module;
if E is more than 0 and less than E0, the second to-be-processed event or the third to-be-processed event which is not solved by the category reasons is judged to be a common processing event, a common processing event label is marked on the common processing event, and the feedback module sends the second to-be-processed event or the third to-be-processed event of the common processing event label to a second terminal which processes the second to-be-processed event or the third to-be-processed event again for processing.
Further, when the feedback module feeds back the processing result and the user evaluation information of the first terminal, the feedback module receives the processing result of the second terminal or the intelligent message bus platform and the user evaluation information of the first terminal, respectively integrates the processing result and the user evaluation information according to a preset feedback template to obtain two feedback lists, each feedback list comprises a feedback object, and the feedback module respectively sends the two feedback lists to the corresponding first terminal and the corresponding second terminal according to the feedback objects.
Compared with the prior art, the method and the device have the advantages that the user receives and integrates the trigger information at the first terminal, the first event to be processed established according to the trigger information is converted into the second event to be processed in a unified format, the second event to be processed is identified and distributed to the second terminal, the processing result is received and fed back to the first terminal, unified management analysis and processing of the messages of different channels are achieved, and the efficiency of information management is improved.
Particularly, when the first processing module converts the first trigger content, the format of the first trigger content in the first event to be processed is judged, when the format of the first trigger content is judged to be audio, video, picture or link, the first trigger content is converted into the second trigger content in a text format by using a voice recognition technology, an image recognition technology or a text extraction technology, and the first trigger contents in different formats are subjected to unified format conversion through the first processing module, so that unified management of information is realized, the trigger information in the first event to be processed is more convenient to process, and the information processing efficiency is improved.
Particularly, after the first processing module converts the first trigger content into a second trigger content and forms a second event to be processed, the second processing module performs trigger intention identification on the second trigger content to obtain a trigger purpose category of the second event to be processed, matches a plurality of keywords of any trigger intention with the second trigger content according to a trigger intention chart, calculates a matching rate L of the plurality of keywords of any trigger intention and the second trigger content, performs trigger intention identification on the second trigger content in the second event to be processed, and determines an actual trigger intention of the second event to be processed according to the trigger intention chart, so that analysis of the actual trigger purpose of the second event to be processed is realized, distribution of the second event to be processed is realized, and information processing efficiency is improved.
Particularly, when the matching rate L is larger than or equal to 50% and the actual trigger intention of the second event to be processed is determined, analyzing the emergency degree of the actual trigger intention of the second event to be processed, calculating the number of the actual trigger intentions in the second event to be processed, and determining the emergency degree of the second event to be processed as a first-level trigger event, a second-level trigger event and a third-level trigger event according to the content and the number of the trigger intentions; when the matching rate L is less than 50% and the triggering intention of the second event to be processed is determined as other triggering intents, the second event to be processed is determined as an IV-level triggering event, the urgency degree of the second event to be processed is analyzed and determined according to the actual triggering intention and other triggering intents, the urgency degree is high, the priority is given to execution, and the information processing efficiency is improved.
Particularly, when the creating module creates the first event to be processed according to the trigger information, the creating module extracts the address information according to the preset address template to obtain the target address information, and through the extraction of the target address information of the user, unified management on messages of different channels is realized, so that the second event to be processed formed by the information can be distributed in order, and the processing efficiency on the information is improved.
Particularly, after the creating module creates the first event to be processed according to the trigger information, the screening module screens the first event to be processed, compares the first event to be processed according to the user identity information, selects the first event to be processed according to the time number in the first event to be processed if the user identity information is the same as the first trigger content, obtains the first event to be processed with the closest time number, creates the first event to be processed by inputting the trigger information at different first terminals by the user, screens the first event to be processed, reduces the repeated first event to be processed, reduces the information amount processed by the platform, and further improves the information processing efficiency.
Particularly, when the dispatching module dispatches the second event to be processed, the second event to be processed is sent according to the emergency degree determined by the second processing module, the second processing module is judged to be the I-level trigger event, the II-level trigger event, the III-level trigger event and the IV-level trigger event, the second event to be processed is sent according to the preset time difference t at intervals in sequence, the information processing efficiency is improved according to the preset time difference t, for the second event to be processed with any emergency degree, the second event to be processed is sent to the second terminal corresponding to the target area according to the preset area division according to the target address information in the second event to be processed, the first target address information is obtained according to the target address information extraction of the second trigger content in the second event to be processed in the preset area division, if the target address information in the second event to be processed is marked as empty, the second trigger content in the second event to be processed is sent to the second terminal corresponding to be processed according to the preset address template, the first target address information is sent according to the preset area division, the second event to be processed is sent to the second terminal, the dispatching efficiency is improved according to the second address information in the second process, and the dispatching module is more.
Particularly, if the first target address information is empty, the dispatching module sends a second event to be processed to the artificial customer service and the AI voice robot according to the user identity information for processing; sending the second event to be processed to an artificial customer service or an AI voice robot for processing according to the emergency degree of the second event to be processed, enabling the processing work efficiency to be higher according to the emergency degree, if the AI voice robot does not process the second event to be processed completely, sending the second event to be processed to the artificial customer service for processing, if the artificial customer service does not process the second event to be processed completely, inquiring the user according to a preset inquiry template to obtain an inquiry result, forming a third event to be processed according to the inquiry result and sending the third event to be processed to a corresponding second terminal, and sending the second event to be processed to the second terminal for processing according to target address information or first target address information, so that different second terminals process the third event to be processed in corresponding areas, the dispatching assignment of a dispatching module is clear and ordered, and the dispatching efficiency is improved.
Particularly, the third processing module receives the processing result of the second terminal and the intelligent message bus platform to the second event to be processed or the third event to be processed within the preset time T, wherein the processing result includes the solved, unsolved and unsolved reasons, and when the third processing module analyzes the processing result, the third processing module classifies and calculates the unsolved reasons of the received second event to be processed or the third event to be processed, calculates the occupancy rate E of the second event to be processed or the third event to be processed of any category of reasons, compares the occupancy rate E with the preset occupancy rate E0, determines that the second event to be processed or the third event to be processed is a special event or a common event through comparison, enables the unprocessed second event to be processed or the third event to be processed to have urgency of processing again, analyzes the reasons of the unprocessed second event to be processed or the third event to be processed, judges the specificity of the unprocessed second event to be processed or the third event to be processed, dispatches the terminal to the second event to be processed or the third event to be processed, and enables the success rate of the second event to be processed to be higher and be processed to be higher.
Particularly, when the feedback module feeds back the processing result of the second terminal and the user evaluation information of the first terminal, the feedback module receives the processing result of the second terminal or the intelligent message bus platform and the user evaluation information of the first terminal, respectively integrates the processing result and the user evaluation information according to a preset feedback template to obtain a feedback list, and the feedback module sends the feedback list to the corresponding first terminal and the second terminal according to a feedback object in the feedback list.
Drawings
Fig. 1 is a schematic structural diagram of an intelligent message bus platform according to an embodiment of the present invention.
Detailed Description
In order that the objects and advantages of the invention will be more clearly understood, the invention is further described in conjunction with the following examples; it should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.
Preferred embodiments of the present invention are described below with reference to the accompanying drawings. It should be understood by those skilled in the art that these embodiments are only for explaining the technical principle of the present invention, and do not limit the scope of the present invention.
It should be noted that in the description of the present invention, the terms of direction or positional relationship indicated by the terms "upper", "lower", "left", "right", "inner", "outer", etc. are based on the directions or positional relationships shown in the drawings, which are only for convenience of description, and do not indicate or imply that the device or element must have a specific orientation, be constructed in a specific orientation, and be operated, and thus, should not be construed as limiting the present invention.
Furthermore, it should be noted that, in the description of the present invention, unless otherwise explicitly specified or limited, the terms "mounted," "connected," and "connected" are to be construed broadly, and may be, for example, fixedly connected, detachably connected, or integrally connected; can be mechanically or electrically connected; they may be connected directly or indirectly through intervening media, or they may be interconnected between two elements. The specific meanings of the above terms in the present invention can be understood by those skilled in the art according to specific situations.
Referring to fig. 1, an intelligent message bus platform according to an embodiment of the present invention includes:
a receiving module 110, configured to receive trigger information input by a user on a first terminal;
a creating module 120, configured to create a first event to be processed according to the trigger information, where the first event to be processed includes a first terminal ID, a first trigger content, and target address information;
the first processing module 130 is configured to convert the first trigger content to form a second trigger content in a unified format, and form a second event to be processed by using the second trigger content, the first terminal ID, and the target address information, where the format of the second trigger content is a text format;
the second processing module 140 is configured to identify the second trigger content based on preset keyword information to obtain an identification result, and determine, according to the identification result and target address information, a second terminal corresponding to the second event to be processed, where the target address information corresponding to each second terminal is different;
a dispatching module 150, configured to dispatch the second event to be processed to a corresponding second terminal according to the destination address information and the urgency level of the second event to be processed;
and a feedback module 160, configured to feed back a processing result to the corresponding first terminal according to the first terminal ID, and feed back user evaluation information of the first terminal to the second terminal according to the destination address information.
Specifically, the first terminal comprises third-party public security official service channels such as an APP (application), an applet, a public number, a short message, an artificial customer service and a microblog, the second event to be processed comprises a first terminal ID (identity), second trigger content and target address information, the target address information is the position of the event in the trigger content, and the second terminal in the corresponding area is determined according to the area of the position.
Specifically, in the embodiment of the invention, the user receives and integrates the trigger information at the first terminal, the first event to be processed created according to the trigger information is converted into the second event to be processed in a unified format, the second event to be processed is identified and distributed to the second terminal, and the processing result is received and fed back to the first terminal, so that unified management analysis and processing of messages in different channels are realized, and the efficiency of information management is improved.
Specifically, when the creating module creates the first event to be processed according to the trigger information, the trigger information includes a first terminal ID, first trigger content and address information, the address information is extracted according to a preset address template to obtain target address information, if the target address information is not extracted from the address information, the target address information is marked as empty, and the target address information, the first terminal ID and the first trigger content form the first event to be processed.
Specifically, when the user inputs trigger information during triggering on an APP, an applet, and a public number, the first trigger content and the destination address information need to be input into the trigger information, and the destination address information may be null.
Specifically, when the creating module creates the first event to be processed according to the trigger information, the creating module extracts the address information according to the preset address template to obtain the target address information, and through extracting the target address information of the user, unified management on messages of different channels is realized, so that the second event to be processed formed by the information can be distributed in order, and the processing efficiency on the information is improved.
Specifically, as shown in fig. 1, the intelligent message bus platform according to the embodiment of the present invention further includes a screening module 170, configured to screen a first event to be processed;
the creating module creates a first event to be processed according to the trigger information, the first event to be processed further comprises user identity information and a time number, the screening module compares the first event to be processed according to the user identity information and the first trigger content, and if the user identity information is the same as the first trigger content, the first event to be processed is selected according to the time number to obtain the first event to be processed with the closest time number.
In particular, the user may enter the trigger message at a different first terminal.
Specifically, after the creating module creates the first event to be processed according to the trigger information, the screening module screens the first event to be processed, compares the first event to be processed according to the user identity information, and if the user identity information is the same as the first trigger content, selects the first event to be processed according to the time number in the first event to be processed, obtains the first event to be processed with the closest time number, creates the first event to be processed by inputting the trigger information at different first terminals by the user, and screens the first event to be processed, so that the repeated first event to be processed is reduced, the amount of information processed by the platform is reduced, and further the processing efficiency of the information is improved.
Specifically, when the first processing module converts the first trigger content in the first event to be processed, the first processing module determines a format of the first trigger content in the first event to be processed, where the format includes audio, video, picture, link, and text,
when the format of the first trigger content is judged to be audio, converting the audio into second trigger content in a text format by using a voice recognition technology;
when the format of the first trigger content is judged to be a video or a picture, extracting feature information in the video or the picture by using an image recognition technology according to a preset feature template, wherein the preset feature template comprises feature information extraction items, extracting the feature information of the video or the picture according to the feature information extraction items, performing voice recognition on audio in the video, and forming second trigger content in a text format by using the extracted feature information and the voice recognition information;
when the format of the first trigger content is judged to be a link, forming second trigger content in a text format by information in the link according to a voice recognition technology, an image recognition technology or a text extraction technology;
when the format of the first trigger content is judged to be a text, directly extracting the text to form second trigger content;
and forming a second event to be processed by the first terminal ID, the second trigger content and the target address information.
Specifically, in the embodiment of the present invention, when the first processing module converts the first trigger content, the format of the first trigger content in the first event to be processed is determined, and when the format of the first trigger content is determined to be audio, video, picture or link, the first trigger content is converted into the second trigger content in a text format by using a voice recognition technology, an image recognition technology or a text extraction technology, and the first trigger contents in different formats are subjected to unified format conversion by the first processing module, so that unified management of information is achieved, processing of the trigger information in the first event to be processed is more convenient, and information processing efficiency is improved.
Specifically, after the first processing module converts the first trigger content into a second trigger content and forms a second event to be processed, the second processing module performs trigger intention identification on the second trigger content, the second processing module is provided with a trigger intention chart, the trigger intention chart comprises a plurality of trigger intents, any trigger intention comprises a plurality of keywords, the keywords are used for describing each trigger intention, the keywords of any trigger intention are matched with the second trigger content according to the trigger intention chart, the number M of matching words of the keywords of any trigger intention and the second trigger content is calculated, the number N of words of the second trigger content is calculated, the matching rate L is calculated, wherein L = M/N,
if the matching rate L is larger than or equal to 50%, determining the triggering intention of the second triggering content as the actual triggering intention of the second event to be processed;
and if the matching rate L is less than 50%, determining the triggering intention of the second to-be-processed event as other triggering intents.
Specifically, the triggering intentions are traffic accidents, personnel loss, telecommunication fraud, personal safety, robbery and theft, mass help seeking, contradiction disputes, information consultation, reporting, event processing progress inquiry and the like.
Specifically, in the embodiment of the present invention, after the first processing module converts the first trigger content into a second trigger content and forms a second event to be processed, the second processing module performs trigger intention identification on the second trigger content to obtain a trigger purpose category of the second event to be processed, matches a plurality of keywords of any trigger intention with the second trigger content according to a trigger intention chart, calculates a matching rate L between the plurality of keywords of any trigger intention and the second trigger content, performs trigger intention identification on the second trigger content in the second event to be processed, and determines an actual trigger intention of the second event to be processed according to the trigger intention chart, thereby analyzing an actual trigger purpose of the second event to be processed, further realizing dispatch of the second event to be processed, and improving information processing efficiency.
Specifically, when the matching rate L is larger than or equal to 50% and the actual triggering intention of the second event to be processed is determined, the second processing module analyzes the emergency degree of the actual triggering intention of the second event to be processed, calculates the number of the actual triggering intentions in the second event to be processed, and determines the second event to be processed as a level I triggering event if the actual triggering intention relates to personal safety;
if the number of the actual trigger intents in the second to-be-processed event is greater than 1, determining the second to-be-processed event as a level II trigger event;
if the number of the actual triggering intents in the second to-be-processed event is 1 and personal safety is not involved, determining the second to-be-processed event as a class-III triggering event;
and when the matching rate L is less than 50% and the triggering intention of the second event to be processed is determined as other triggering intents, determining the second event to be processed as an IV-level triggering event, wherein the urgency degree of the triggering intention of the second event to be processed is I-level triggering event > II-level triggering event > III-level triggering event > IV-level triggering event.
Specifically, when the matching rate L is larger than or equal to 50% and the actual trigger intention of the second event to be processed is determined, the emergency degree of the actual trigger intention of the second event to be processed is analyzed, the number of the actual trigger intentions in the second event to be processed is calculated, and the emergency degree of the second event to be processed is determined to be a level I trigger event, a level II trigger event and a level III trigger event according to the content and the number of the trigger intentions; when the matching rate L is less than 50% and the triggering intention of the second event to be processed is determined as other triggering intents, the second event to be processed is determined as an IV-level triggering event, the urgency degree of the second event to be processed is analyzed and determined according to the actual triggering intention and other triggering intents, the urgency degree is high, the priority is given to execution, and the information processing efficiency is improved.
Specifically, when the dispatching module dispatches the second event to be processed, the dispatching module sends the second event to be processed according to the emergency degree determined by the second processing module, and the second processing module determines that the second event to be processed of the level i trigger event, the level ii trigger event, the level iii trigger event and the level iv trigger event is sent in sequence according to a preset time difference t;
for a second event to be processed which is judged as a trigger event with any emergency degree, carrying out area division on target address information in the second event to be processed according to preset area division to obtain a target area, sending the second event to be processed to a second terminal corresponding to the target area according to the target area for processing, if the target address information in the second event to be processed is empty, carrying out target address information extraction on second trigger content in the second event to be processed according to a preset address template to obtain first target address information,
when the target address information is not empty, sending a second event to be processed to a second terminal corresponding to the target area for processing according to the preset area division;
and when the target address information is empty, performing area division on first target address information in a second event to be processed according to the preset area division to obtain a first target area, and sending the second event to be processed to a second terminal corresponding to the first target area according to the first target area for processing.
Specifically, as the user does not input the destination address information at the first terminal, but the format of the first trigger content is different, so that the destination address information may be included therein, the destination address information is extracted again for the second trigger content in the text format to obtain the first destination address information, the predetermined area is divided into the area range managed by the second terminal, and the second event to be processed is dispatched to the corresponding public security bureau of the second terminal, that is, the local part, and is dispatched to be processed according to the destination address information or the first destination address information.
Specifically, in the embodiment of the present invention, when the dispatch module dispatches the second event to be processed, the dispatch module sends the second event to be processed according to the urgency level determined by the second processing module, and determines that the second event to be processed, which is the level i trigger event, the level ii trigger event, the level iii trigger event, and the level iv trigger event, is sent at preset time differences t in sequence at intervals according to the preset time differences t, and sends the second event to be processed according to the preset time differences t in order, so that the information processing efficiency is improved.
Specifically, if the first target address information is empty, the dispatch module sends a second event to be processed to an artificial customer service and an AI voice robot according to the user identity information;
sending the emergency degree of a second event to be processed to an artificial customer service or an AI voice robot for processing, sending the second event to be processed, which is judged as a level I trigger event and a level II trigger event by a second processing module, to the artificial customer service, and sending the second event to be processed, which is judged as a level III trigger event and a level IV trigger event by the second processing module, to the AI voice robot;
and judging whether the AI voice robot and the artificial customer service successfully process the second event to be processed within a preset time t, if the AI voice robot does not successfully process the second event to be processed within the preset time t, sending the second event to be processed to the artificial customer service for processing, and if the artificial customer service does not successfully process the second event to be processed within the preset time t, inquiring the user according to a preset inquiry template to obtain an inquiry result, and sending a third event to be processed formed by the inquiry result to a corresponding second terminal.
Specifically, the artificial customer service or the AI voice robot is a platform default service, that is, when the target address information and the first target address information in the second event to be processed are empty, the second event to be processed is sent to the artificial customer service or the AI voice robot for processing, if the AI voice robot cannot process, the second event to be processed is sent to the artificial customer service, and if the artificial customer service cannot process, the first target address information of the inquiring user, that is, the actual location of the trigger event and the trigger content, forms a third event to be processed.
Specifically, in the embodiment of the present invention, if the first target address information is empty, the dispatch module sends a second event to be processed to the artificial customer service and the AI voice robot for processing according to the user identity information; sending the second event to be processed to an artificial customer service or an AI voice robot for processing according to the emergency degree of the second event to be processed, enabling the processing work efficiency to be higher according to the emergency degree, if the AI voice robot does not process the second event to be processed completely, sending the second event to be processed to the artificial customer service for processing, if the artificial customer service does not process the second event to be processed completely, inquiring the user according to a preset inquiry template to obtain an inquiry result, forming a third event to be processed according to the inquiry result and sending the third event to be processed to a corresponding second terminal, and sending the second event to be processed to the second terminal for processing according to target address information or first target address information, so that different second terminals process the third event to be processed in corresponding areas, the dispatching assignment of a dispatching module is clear and ordered, and the dispatching efficiency is improved.
Specifically, as shown in fig. 1, the intelligent message bus platform according to the embodiment of the present invention further includes a third processing module 180, configured to receive and analyze a processing result, where the third processing module receives the processing result of the second terminal and the intelligent message bus platform for the second to-be-processed event or the third to-be-processed event within a preset time T, where the processing result includes a solved reason, an unresolved reason, and when the third processing module analyzes the processing result, the third processing module classifies and calculates the unresolved reason, classifies according to a preset classification template, obtains a plurality of classification reasons, calculates a second to-be-processed event or a third to-be-processed event total C of any classification reason, calculates a second to-be-processed event or a third to-be-processed event total D of the unresolved second to-be-processed event or a third to-be-processed event total D, calculates a ratio E of the second to-be-processed event or the third to-be-processed event of any classification reason, where E = C/D, compares the ratio E with a preset ratio E0,
if E is larger than or equal to E0, judging that the unsolved second to-be-processed event or the third to-be-processed event of the category reasons is a special processing event, marking a special processing event label on the special processing event, and sending the second to-be-processed event or the third to-be-processed event of the special processing event label to a second terminal higher than a second terminal processing the second to-be-processed event or the third to-be-processed event for processing by a feedback module;
if E is more than 0 and less than E0, the second to-be-processed event or the third to-be-processed event which is not solved by the category reasons is judged to be a common processing event, a common processing event label is marked on the common processing event, and the feedback module sends the second to-be-processed event or the third to-be-processed event of the common processing event label to a second terminal which processes the second to-be-processed event or the third to-be-processed event again for processing.
Specifically, the second terminal at a higher level is a regional police office if the first processing terminal that processes the second to-be-processed event or the third to-be-processed event at this time is a regional dispatch office.
Specifically, in the embodiment of the present invention, the third processing module receives, within a preset time T, a processing result of the second terminal and the smart message bus platform on the second to-be-processed event or the third to-be-processed event, where the processing result includes a solved, an unresolved, and an unresolved reason, and when the third processing module analyzes the processing result, the third processing module classifies and calculates the unresolved reason of the received second to-be-processed event or the received third to-be-processed event, calculates an occupancy E of the second to-be-processed event or the third to-be-processed event of any category of reasons, compares the occupancy E with a preset occupancy E0, determines, through the comparison, that the second to-be-processed event or the third to-be-processed event is a special processed event or a general processed event, makes the unprocessed second to-be-processed event or the third to-be-processed event have urgency of reprocessing, and sends the cause of the unprocessed second to-be-processed event or the third to-be-processed event to be-processed event for analysis, determines the impartation of the unprocessed second to-be-processed event or the third to-to be-processed event, and makes the assignment of the unprocessed second to be-processed event or the special processed event to be processed event, and the terminal to be processed event, so as a high-processed result, and a high-level of the effective processing efficiency.
Specifically, when the feedback module feeds back a processing result and user evaluation information of a first terminal, the feedback module receives the processing result of a second terminal or an intelligent message bus platform and the user evaluation information of the first terminal, and integrates the processing result and the user evaluation information according to a preset feedback template to obtain two feedback lists, wherein each feedback list comprises a feedback object, and the feedback module sends the two feedback lists to the corresponding first terminal and the corresponding second terminal according to the feedback objects.
Specifically, in the embodiment of the present invention, when the feedback module feeds back the processing result of the second terminal and the user evaluation information of the first terminal, the feedback module receives the processing result of the second terminal or the intelligent message bus platform and the user evaluation information of the first terminal, and integrates the processing result and the user evaluation information according to a preset feedback template to obtain a feedback list, and the feedback module sends the feedback list to the corresponding first terminal and the second terminal according to a feedback object in the feedback list, and processes and feeds back the processing result and the user evaluation information to the first terminal and the second terminal, thereby implementing comprehensive management and effective intercommunication of information, making the information richer and more normative, and improving the efficiency of information processing.
So far, the technical solutions of the present invention have been described in connection with the preferred embodiments shown in the drawings, but it is easily understood by those skilled in the art that the scope of the present invention is obviously not limited to these specific embodiments. Equivalent changes or substitutions of related technical features can be made by those skilled in the art without departing from the principle of the invention, and the technical scheme after the changes or substitutions can fall into the protection scope of the invention.
The above description is only a preferred embodiment of the present invention and is not intended to limit the present invention; various modifications and alterations to this invention will become apparent to those skilled in the art. Any modification, equivalent replacement, or improvement made within the spirit and principle of the present invention should be included in the protection scope of the present invention.
Claims (8)
1. A smart message bus platform, comprising:
the receiving module is used for receiving the trigger information input by the user on the first terminal;
the creating module is used for creating a first event to be processed according to the triggering information, wherein the first event to be processed comprises a first terminal ID, first triggering content and target address information;
the first processing module is used for converting the first trigger content to form second trigger content with a uniform format, and forming a second event to be processed by the second trigger content, the first terminal ID and the target address information, wherein the format of the second trigger content is a text format;
the second processing module is used for identifying the second trigger content based on preset keyword information to obtain an identification result, and determining a second terminal corresponding to the second event to be processed according to the identification result and target address information, wherein the target address information corresponding to each second terminal is different;
the dispatching module is used for dispatching the second event to be processed to a corresponding second terminal according to the target address information and the emergency degree of the second event to be processed;
the feedback module is used for feeding back a processing result to the corresponding first terminal according to the first terminal ID and feeding back user evaluation information of the first terminal to the second terminal according to the target address information;
the screening module is used for screening the first event to be processed;
the creating module creates a first event to be processed according to the trigger information, the first event to be processed further comprises user identity information and a time number, the screening module compares the first event to be processed according to the user identity information and the first trigger content, and if the user identity information is the same as the first trigger content, the first event to be processed is selected according to the time number to obtain the first event to be processed with the closest time number;
a third processing module, configured to receive a processing result and analyze the processing result, where the third processing module receives the processing result of the second to-be-processed event or the third to-be-processed event from the second terminal and the intelligent message bus platform within a preset time T, and the processing result includes solved, unsolved, and unsolved reasons, and when the third processing module analyzes the processing result, the third processing module classifies and calculates the unsolved reasons, classifies according to a preset classification template, obtains a plurality of category reasons, calculates a second to-be-processed event or a third to-be-processed event total number C of any category reason, calculates a second to-be-processed event or a third to-be-processed event total number D of unsolved, calculates an occupancy E of the second to-be-processed event or the third to-be-processed event of any category reason, where E = C/D, compares the occupancy E with a preset occupancy E0,
if E is larger than or equal to E0, judging that the second to-be-processed event or the third to-be-processed event which is not solved by the category reasons is a special processing event, marking a special processing event label on the special processing event, and sending the second to-be-processed event or the third to-be-processed event of the special processing event label to a second terminal higher than a second terminal processing the second to-be-processed event or the third to-be-processed event by a feedback module for processing;
if E is more than 0 and less than E0, the second to-be-processed event or the third to-be-processed event which is not solved by the category reasons is judged to be a common processing event, a common processing event label is marked on the common processing event, and the feedback module sends the second to-be-processed event or the third to-be-processed event of the common processing event label to a second terminal which processes the second to-be-processed event or the third to-be-processed event again for processing.
2. The smart messaging bus platform of claim 1, wherein the first processing module determines a format of the first trigger content in the first pending event when the first trigger content is converted, the format comprising audio, video, picture, link, and text,
when the format of the first trigger content is judged to be audio, converting the audio into second trigger content in a text format by using a voice recognition technology;
when the format of the first trigger content is judged to be a video or a picture, extracting feature information in the video or the picture by using an image recognition technology according to a preset feature template, wherein the preset feature template comprises feature information extraction items, extracting the feature information of the video or the picture according to the feature information extraction items, performing voice recognition on audio in the video, and forming second trigger content in a text format by using the extracted feature information and the voice recognition information;
when the format of the first trigger content is judged to be a link, forming second trigger content in a text format by information in the link according to a voice recognition technology, an image recognition technology or a text extraction technology;
when the format of the first trigger content is judged to be a text, directly extracting the text to form second trigger content;
and forming a second event to be processed by the first terminal ID, the second trigger content and the target address information.
3. The smart message bus platform as claimed in claim 2, wherein the first processing module performs trigger intent recognition on the second trigger content after converting the first trigger content into the second trigger content and forming a second to-be-processed event, the second processing module is provided with a trigger intent table, the trigger intent table includes a plurality of trigger intents, any trigger intent includes a plurality of keywords, the keywords are used for describing each trigger intent, the keywords of any trigger intent are matched with the second trigger content according to the trigger intent table, the word number M of the keywords of any trigger intent and the word number M of the second trigger content are calculated, the word number N of the second trigger content is calculated, a matching rate L is calculated, wherein L = M/N,
if the matching rate L is larger than or equal to 50%, determining the triggering intention of the second triggering content as the actual triggering intention of the second event to be processed;
and if the matching rate L is less than 50%, determining the triggering intention of the second to-be-processed event as other triggering intents.
4. The intelligent message bus platform as claimed in claim 3, wherein when the matching rate L is greater than or equal to 50% and the actual triggering intent of the second event to be processed is determined, the second processing module analyzes the urgency level of the actual triggering intent of the second event to be processed, calculates the number of the actual triggering intent in the second event to be processed, and determines the second event to be processed as a class I triggering event if the actual triggering intent relates to personal safety;
if the number of the actual trigger intents in the second to-be-processed event is greater than 1, determining the second to-be-processed event as a level II trigger event;
if the number of the actual triggering intents in the second to-be-processed event is 1 and personal safety is not involved, determining the second to-be-processed event as a class-III triggering event;
and when the matching rate L is less than 50% and the triggering intention of the second event to be processed is determined as other triggering intents, determining the second event to be processed as an IV-level triggering event, wherein the urgency degree of the triggering intention of the second event to be processed is I-level triggering event > II-level triggering event > III-level triggering event > IV-level triggering event.
5. The intelligent message bus platform as claimed in claim 4, wherein the creating module, when creating the first event to be processed according to the trigger information, the trigger information includes a first terminal ID, a first trigger content and address information, extracts the address information according to a preset address template to obtain target address information, marks the target address information as null if the target address information is not extracted from the address information, and forms the first event to be processed with the target address information, the first terminal ID and the first trigger content.
6. The intelligent message bus platform as claimed in claim 5, wherein the dispatch module sends the second event to be processed according to the urgency level determined by the second processing module when dispatching the second event to be processed, and the second processing module determines that the second event to be processed of the level i trigger event, the level ii trigger event, the level iii trigger event, and the level iv trigger event is sent in sequence according to a preset time difference t;
for a second event to be processed which is judged as a trigger event with any emergency degree, carrying out area division on target address information in the second event to be processed according to preset area division to obtain a target area, sending the second event to be processed to a second terminal corresponding to the target area according to the target area for processing, if the target address information in the second event to be processed is empty, carrying out target address information extraction on second trigger content in the second event to be processed according to a preset address template to obtain first target address information,
when the target address information is not empty, sending a second event to be processed to a second terminal corresponding to the target area for processing according to the preset area division;
and when the target address information is empty, performing area division on first target address information in a second event to be processed according to the preset area division to obtain a first target area, and sending the second event to be processed to a second terminal corresponding to the first target area according to the first target area for processing.
7. The intelligent message bus platform of claim 6, wherein if the first destination address information is null, the dispatch module sends a second to-be-processed event to human customer service and an AI voice robot for processing according to the user identity information;
sending the emergency degree of a second event to be processed to an artificial customer service or an AI voice robot for processing, sending the second event to be processed, which is judged as a level I trigger event and a level II trigger event by a second processing module, to the artificial customer service, and sending the second event to be processed, which is judged as a level III trigger event and a level IV trigger event by the second processing module, to the AI voice robot;
and judging whether the AI voice robot and the artificial customer service successfully process the second event to be processed within a preset time t, if the AI voice robot does not successfully process the second event to be processed within the preset time t, sending the second event to be processed to the artificial customer service for processing, and if the artificial customer service does not successfully process the second event to be processed within the preset time t, inquiring the user according to a preset inquiry template to obtain an inquiry result, and sending a third event to be processed formed by the inquiry result to a corresponding second terminal.
8. The intelligent message bus platform of claim 7, wherein when the feedback module feeds back the processing result and the user evaluation information of the first terminal, the feedback module receives the processing result of the second terminal or the intelligent message bus platform and the user evaluation information of the first terminal, and integrates the processing result and the user evaluation information according to a preset feedback template to obtain two feedback sheets, wherein the feedback sheets comprise feedback objects, and the feedback module sends the two feedback sheets to the corresponding first terminal and the corresponding second terminal according to the feedback objects.
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