CN115630834B - Case dispatching method and device, electronic equipment and computer-readable storage medium - Google Patents

Case dispatching method and device, electronic equipment and computer-readable storage medium Download PDF

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CN115630834B
CN115630834B CN202211645320.3A CN202211645320A CN115630834B CN 115630834 B CN115630834 B CN 115630834B CN 202211645320 A CN202211645320 A CN 202211645320A CN 115630834 B CN115630834 B CN 115630834B
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case
dispatched
information
processing unit
mapping table
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CN115630834A (en
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黄飞
农国存
叶艳芳
刘宇
盘利君
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Beijing Timeloit Technology Co ltd
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Beijing Shidai Lingyu Digital Technology Co ltd
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Abstract

The application provides a case dispatching method and device, electronic equipment and a computer readable storage medium, and relates to the field of artificial intelligence. Wherein, the method comprises the following steps: comparing the case information of the case to be dispatched with the data of the target database, and determining whether the case to be dispatched is matched with a processing unit; if the case to be dispatched is not matched with the processing unit, determining whether the case to be dispatched is an automatic dispatching case or not according to the image information of the case to be dispatched and the historical end case; and if the case to be dispatched is the case capable of being automatically dispatched, sending the case to be dispatched to the corresponding processing unit. This application compares the matching to this case of waiting to dispatch through multiple mode, can carry out the analysis in order to confirm the processing unit from multiple dimensionality to this case of waiting to dispatch, has realized waiting to dispatch the automatic dispatch of case, has reduced staff's working strength.

Description

Case dispatching method and device, electronic equipment and computer-readable storage medium
Technical Field
The application relates to the field of artificial intelligence, in particular to a case dispatching method, a case dispatching device, an electronic device and a computer-readable storage medium.
Background
At present, the dispatching of cases is mainly carried out manually, and workers input the filled positions of the cases into a system and send corresponding case information to a receiving unit. And the receiving unit processes the case after receiving the case information. The whole process can be completed only by the cooperation of a plurality of cases acquiring personnel, case entering personnel and case processing personnel. The whole case dispatching process needs human participation, and the workload of workers is increased.
Disclosure of Invention
In view of the above, an object of the embodiments of the present application is to provide a case dispatching method, a case dispatching device, an electronic device and a computer-readable storage medium, which can dispatch cases automatically and reduce workload.
In a first aspect, an embodiment of the present application provides a case dispatching method, including: comparing the case information of the case to be dispatched with the data of the target database, and determining whether the case to be dispatched is matched with a processing unit; if the case to be dispatched is not matched with the processing unit, determining whether the case to be dispatched is an automatic dispatching case or not according to the image information of the case to be dispatched and the historical end case; and if the case to be dispatched is the case capable of being automatically dispatched, sending the case to be dispatched to the corresponding processing unit.
In the implementation process, the text information and the image information are respectively matched with the data in the database and the history end case, when the database does not have the processing information which can be matched with the case to be dispatched, the case to be dispatched can be automatically dispatched by taking the history end case as a reference, the case to be dispatched is analyzed through two dimensions of the text information and the image information of the case to be dispatched, the corresponding processing unit can be matched according to the case information of the case to be dispatched, the automatic allocation of the case to be dispatched is realized, and the workload of workers is reduced.
In one embodiment, the target database stores a responsibility list mapping table, and the comparing the case information of the case to be dispatched with the data of the target database and determining whether the case to be dispatched is matched with a processing unit comprises: matching the case information with the responsibility list mapping table in the target data, and determining whether the case information has the corresponding responsibility list mapping table; and determining whether the case to be dispatched is matched with a processing unit or not according to whether the case information has the corresponding responsibility list mapping table or not.
In the implementation process, whether the case to be dispatched is a case stored in the database in advance is determined by matching the case information of the case to be dispatched with the responsibility list mapping table stored in the database in advance. If yes, the processing unit of the case to be dispatched can be directly determined according to the content in the responsibility list mapping table, automatic matching of the case information of the case to be dispatched is completed, and dispatching efficiency of the case to be dispatched is improved.
In one embodiment, after determining whether the case to be dispatched is matched with a processing unit according to whether the case information has the corresponding responsibility list mapping table, the method further comprises: and if the case to be dispatched has the corresponding responsibility list mapping table, sending the case information and the processing information in the corresponding responsibility list mapping table to the corresponding processing unit in the responsibility list mapping table.
In the implementation process, after the responsibility list mapping table corresponding to the case to be dispatched is determined, the processing information in the responsibility list mapping table and the case information of the case to be dispatched are sent to the processing unit in the responsibility list mapping table together. After receiving the processing information and the case information, the processing unit can directly process the case to be processed according to the received processing information. The workload of analyzing and deciding cases by a processing unit is reduced, the standardized processing of the cases is realized, and the efficiency and the quality of case processing are improved.
In one embodiment, the determining the image information of the case to be dispatched and the dispatch information reference value of the historical end case comprises: calculating the similarity between the image information of the case to be dispatched and the dispatching information of the case with the historical finish through a preset image algorithm; determining whether the case to be dispatched corresponds to the only historical end case or not according to the similarity; if the to-be-dispatched case corresponds to the only history ending case, determining a processing unit corresponding to the history ending case, and sending the to-be-dispatched case and the processing information of the history ending case to the processing unit.
In the implementation process, the similarity between the case to be dispatched and the historical end case is determined according to the image information of the case to be dispatched and the historical end case, and whether the case to be dispatched has the historical end case which can be referred to is determined based on the similarity. If the case to be dispatched exists, the case to be dispatched is dispatched according to the referenced historical finish case, and the case which is not recorded in the database can be automatically dispatched, so that the automatic dispatching of various cases to be dispatched is improved, and the automation of case dispatching is improved.
In one embodiment, the method further comprises: if the case to be dispatched is a case which cannot be dispatched automatically, sending the case to be dispatched to a manual processing window so as to dispatch the case to be dispatched manually; acquiring case information of manually dispatched cases and processing information of the manually dispatched cases, and filing the manually dispatched cases to form history end cases.
In the implementation process, for the case sent manually, after the case is processed, the case information and the processing information of the case are filed to form a history completion case, and when the case is obtained again, the case can be automatically sent according to the image information of the case and the history completion case, so that the case storage quantity of the history completion case is enriched, repeated manual sending of the case of the same kind is prevented, and the case type capable of being automatically sent is increased.
In one embodiment, after the archiving the marked manual dispatch case to form an end-of-history case, the method further comprises: model training is carried out on the historical end cases through a machine learning module, and the classification numbers and corresponding processing information of the historical end cases are determined; and updating the data of the target database through the classification number of the historical end case and the processing information.
In the implementation process, model training is carried out on the historical end case to determine the processing information of the historical end case, the responsibility list mapping table of the historical end case is established based on the processing information and stored in the target database, and the responsibility list mapping table in the target database is updated. The processing information of the historical finish case is determined through training and analyzing the historical finish case, so that the responsibility list mapping table of the target database is updated, the data in the target database is gradually expanded, automatic updating and perfecting of the database are realized, cases which can be dispatched automatically are increased, and cases which need to be dispatched manually are reduced.
In one embodiment, before comparing the case information of the case to be dispatched with the data of the target database and determining whether the case to be dispatched matches the processing unit, the method further comprises: the acquisition system is accessed at preset time intervals to determine if a case is to be dispatched.
In the implementation process, the acquisition system is accessed at the preset time interval, so that the new case to be dispatched is monitored, the case to be dispatched can be processed in time, and the processing efficiency is improved.
In a second aspect, an embodiment of the present application further provides a case dispatching device, including: a comparison module: the system comprises a database, a processing unit and a database management unit, wherein the database management unit is used for storing the information of the case to be dispatched; a determination module: the dispatching information reference value is used for determining the image information of the to-be-dispatched case and the dispatching information reference value of the historical end case if the to-be-dispatched case is not matched with the processing unit; a judging module: the dispatching information reference value is used for determining whether the case to be dispatched is an automatic dispatching case or not; a sending module: and the case to be dispatched is used for sending the case to be dispatched to a corresponding processing unit if the case to be dispatched is an automatic case to be dispatched.
In a third aspect, an embodiment of the present application further provides an electronic device, including: a processor, a memory, the memory storing machine-readable instructions executable by the processor, the machine-readable instructions, when executed by the processor, performing the steps of the method of the first aspect, or any possible implementation of the first aspect, as described above when the electronic device is run.
In a fourth aspect, the present application further provides a computer-readable storage medium, on which a computer program is stored, where the computer program is executed by a processor to perform the steps of the above-mentioned first aspect, or the case dispatching method in any possible implementation manner of the first aspect.
In order to make the aforementioned objects, features and advantages of the present application more comprehensible, embodiments accompanied with figures are described in detail below.
Drawings
To more clearly illustrate the technical solutions of the embodiments of the present application, the drawings needed in the embodiments will be briefly described below, it should be understood that the following drawings only illustrate some embodiments of the present application and therefore should not be considered as limiting the scope, and those skilled in the art can also obtain other related drawings based on the drawings without inventive efforts.
Fig. 1 is a schematic diagram illustrating interaction between a dispatch server, an acquisition terminal and a processing terminal according to an embodiment of the present application;
FIG. 2 is a block diagram of a dispatch server according to an embodiment of the present application;
FIG. 3 is a flowchart of a case dispatching method according to an embodiment of the present application;
FIG. 4 is a flowchart illustrating a case dispatching and target database updating method according to an embodiment of the present disclosure;
fig. 5 is a functional block diagram of a case dispatching device according to an embodiment of the present application.
Detailed Description
The technical solution in the embodiments of the present application will be described below with reference to the drawings in the embodiments of the present application.
It should be noted that: like reference numbers and letters refer to like items in the following figures, and thus, once an item is defined in one figure, it need not be further defined and explained in subsequent figures. Meanwhile, in the description of the present application, the terms "first", "second", and the like are used only for distinguishing the description, and are not construed as indicating or implying relative importance.
The dispatching refers to dispatching the case processing task to each level of department or command center by the staff, sending the case processing task to the command center, and dispatching the case processing task to the corresponding urban area level responsibility department by the command center dispatcher. Because the personnel involved are wide, the links are more, the case arrival speed is slow, the case timely disposal problem is prominent, and the condition of denim deduction by personnel occurs sometimes. At present, more dispatch information systems are mainly manually dispatched or can be distributed through established rules, and a case dispatching system is not intelligent enough and does not form an intelligent assignment and case arrival real-time reminding mechanism, so that cases cannot be timely treated.
In order to improve the intelligent means of case dispatching and solve the problems of large case quantity and large workload of seat personnel when urban management cases are dispatched and handled, the inventor of the application provides a case dispatching method through long-term research. By comparing the case information with the data in the target database, after the target database is not matched with the corresponding processing unit, the image information of the case to be dispatched is analyzed, the case which can be used as a reference in the historical completed case is determined, the case to be dispatched is dispatched, the automatic dispatching of the case is realized, and the workload of workers is reduced.
To facilitate understanding of the present embodiment, a detailed description will be given of an operating environment for executing a case dispatching method disclosed in the embodiments of the present application.
Fig. 1 is a schematic diagram illustrating the dispatch server 100, the collection terminal 300 and the processing terminal 200 according to an embodiment of the present disclosure. The dispatch server 100 is in communication connection with one or more collection terminals 300 and processing terminals 200 via a network for data communication or interaction. The dispatch server 100 may be a network dispatch server 100, a database dispatch server 100, or the like.
The collection terminal 300 may be a Personal Computer (PC), a tablet PC, a smart phone, a Personal Digital Assistant (PDA), or the like. The collecting terminal 300 is used for obtaining the case information of the case to be dispatched. For example, a patrol inspector reports a relevant urban management case through a smart phone on a patrol site, and case information is input in relevant applications of the smart phone, wherein the case information comprises type, content, address, area and picture.
The processing terminal 200 may be a Personal Computer (PC), a tablet PC, a smart phone, a Personal Digital Assistant (PDA), or the like. The processing terminal 200 is used to obtain the allocated case information and the processing information corresponding to the case.
It is understood that the processing terminal 200 and the collecting terminal 300 may include a display unit. The display unit provides an interactive interface (e.g., a user operation interface) between the processing terminal 200 or the acquisition terminal 300 and a user or for displaying image data to a user reference. In this embodiment, the display unit may be a liquid crystal display or a touch display. In the case of a touch display, the display can be a capacitive touch screen or a resistive touch screen, which supports single-point and multi-point touch operations. Supporting single-point and multi-point touch operations means that the touch display can sense touch operations simultaneously generated from one or more positions on the touch display, and the sensed touch operations are sent to the processor for calculation and processing.
In some embodiments, as shown in FIG. 2, the dispatch server 100 of the present application includes a message listening module 112, a processing module 113, an archive case library 114, a machine learning module 115, and a target database 111.
The aforementioned target database 111, message monitoring module 112, processing module 113, archive case library 114 and machine learning module 115 are electrically connected to each other directly or indirectly, so as to implement data transmission or interaction. For example, the components may be electrically connected to each other via one or more communication buses or signal lines. The processing module 113 is used for executing the executable module stored in the memory.
The message monitoring module 112 is configured to obtain case information of a case to be dispatched of the collection terminal 300. The message listening module 112 may set a Websocket server to obtain the case information of the case to be dispatched of the collecting terminal 300 through the Websocket client. The message monitoring module 112 sends the case information to the processing module 113 after acquiring the case information.
The processing module 113 may be an integrated circuit chip having signal processing capability. The Processing module 113 may be a general-purpose Processor, and includes a Central Processing Unit (CPU), a Network Processor (NP), and the like; it may also be a Digital Signal Processor (DSP), an Application Specific Integrated Circuit (ASIC), a Field Programmable Gate Array (FPGA) or other programmable logic device, a discrete gate or transistor logic device, or a discrete hardware component. The various methods, steps, and logic blocks disclosed in the embodiments of the present application may be implemented or performed. A general purpose processor may be a microprocessor or the processor may be any conventional processor or the like.
After the case information is obtained, the processing module 113 processes the case information to determine a processing unit corresponding to the case to be dispatched or determine that the case to be dispatched is a manual case.
The archives repository 114 is used to archive processed cases and store history end cases.
The machine learning module 115 is configured to obtain a historical end case in the archive repository 114, and perform model training on the historical end case to determine a classification number and corresponding processing information of the historical end case.
The target database 111 is used for storing case data. The target database 111 may be, but is not limited to, a Random Access Memory (RAM), a Read Only Memory (ROM), a Programmable Read-Only Memory (PROM), an Erasable Read-Only Memory (EPROM), an electrically Erasable Read-Only Memory (EEPROM), and the like. The target database 111 may also be configured to store a program, and the processing module 113 executes the program after receiving the execution instruction, and the method executed by the dispatch server 100 defined by the process disclosed in any embodiment of the present application may be applied to the processing module 113, or implemented by the processing module 113.
The dispatch server in this embodiment may be used to execute each step in each method provided in this embodiment. The implementation process of the case dispatching method is described in detail by several embodiments.
Please refer to fig. 3, which is a flowchart illustrating a case dispatching method according to an embodiment of the present application. The specific flow shown in fig. 3 will be described in detail below.
Step 201, comparing the case information of the case to be dispatched with the data of the target database, and determining whether the case to be dispatched is matched with the processing unit.
A case here is an item or task that needs to be processed. For example, the case may be a city management affair received by a city management system, a task to be visited acquired by a hospital, or a work task acquired by a head office and required to be distributed to each branch company.
The case information may include case location, case content, case type, case processing unit, case picture, etc. The case information can comprise text information, picture information, video information and the like. The specific situation of the case information can be adjusted according to the actual situation, and the application is not particularly limited.
The unit of treatment here is a company, department, organization or individual who handles cases. For example, the processing unit may be a command center in a certain area, a certain office in a certain area, a certain department in a certain unit in a certain area, a certain social organization, a certain natural person, or the like. Of course, the processing unit may be a branch company below the head office, each department in the company, each group of a certain department, or the like.
Optionally, the target database stores a responsibility list mapping table, which may include a classification number, a classification name, a processing unit, a management unit, a processing instruction, and the like.
It can be understood that after the case information is acquired, the text information is analyzed to determine a processing unit corresponding to the case information, and the case to be dispatched is sent to the corresponding processing unit, so that the processing unit can process the case to be processed.
Step 202, if the case to be dispatched is not matched with the processing unit, determining whether the case to be dispatched is an automatic dispatch case or not according to the image information of the case to be dispatched and the historical end case.
It is understood that if the case to be dispatched is not matched to the processing unit, the case to be dispatched is indicated as a new case which is not stored in the target database. At this time, it may determine whether the case to be dispatched can refer to the history end case according to the image information of the case to be dispatched and the image information of the history end case by analyzing the image information of the case to be dispatched.
In some embodiments, if the case to be dispatched is matched with the processing unit, the case information of the case to be dispatched and the processing information stored in the database may be directly sent to the processing unit to form a case to be processed, so that the processing unit can process the case to be processed.
Step 203, if the case to be dispatched is a case capable of being dispatched automatically, the case to be dispatched is sent to the corresponding processing unit.
It can be understood that, when the case to be dispatched is determined to be the case capable of being dispatched automatically, the case to be dispatched may be further determined to be the historical end case to be referred to according to the image information of the case to be dispatched and the historical end case, and the case information is sent to the processing unit corresponding to the historical end case to be referred to.
In the implementation process, the text information and the image information are respectively matched with the data in the database and the history end case, when the database does not have the processing information which can be matched with the case to be dispatched, the case to be dispatched can be automatically dispatched by taking the history end case as a reference, the case to be dispatched is analyzed through two dimensions of the text information and the image information of the case to be dispatched, the corresponding processing unit can be matched according to the case information of the case to be dispatched, the automatic allocation of the case to be dispatched is realized, and the workload of workers is reduced.
In one possible implementation, step 201 includes: matching case information with a liability list mapping table in target data, and determining whether the case information has a corresponding liability list mapping table; and determining whether the case to be dispatched is matched with a processing unit or not according to whether the case information has a corresponding responsibility list mapping table or not.
The responsibility list mapping table is case basic information and case processing information of various cases stored in a database in advance. The case basic information is basic information for identifying the type of a case, and may include case location, case condition, case uploading unit, and the like. The case processing information is information related to processing the case. For example, the case processing information may include case solution reference methods, case processing units, case emergency degrees, and the like.
Illustratively, the case basic information may be as shown in table 1:
table 1:
area: the address of the area A: x X road and X X intersection south 20 m type: event management \ urban content environment \ green space content: big green land In the emergency situation of 1 square meter, green soil is dirty: emergency treatment unit: greening maintenance company picture address: http:// XXXX. Jpg
Illustratively, the inventory map may be as shown in Table 2:
table 2:
type coding Content encoding Name of content Processing unit Description of the processing
0101 010102 Sewage well cover X X office Water works Repairing, restoring to original position
0201 020113 Road damage X X office of municipal engineering management Repairing and recovering the original shape
It can be understood that, after the case information of the case to be dispatched is obtained, the case information is analyzed, the information such as the case content, the processing description and the like in the case information is determined, the information is matched with the responsibility list mapping table, and whether the responsibility list mapping table matched with the information exists is determined. And if so, determining the processing unit in the matched authority list mapping table as the processing unit of the case to be dispatched.
In some embodiments, after case information of a case to be dispatched is acquired, the case information is analyzed, a classification number corresponding to the case information is determined, and whether a corresponding liability list mapping table exists in the case to be dispatched is determined according to the classification number. And if so, determining the processing unit in the matched responsibility list mapping table as the processing unit of the case to be dispatched.
In the implementation process, whether the case to be dispatched is the case stored in the database in advance is determined by matching the case information of the case to be dispatched with the responsibility list mapping table stored in the database in advance. If yes, the processing unit of the case to be dispatched can be directly determined according to the content in the responsibility list mapping table, automatic matching of the case information of the case to be dispatched is completed, and dispatching efficiency of the case to be dispatched is improved.
In a possible implementation manner, after step 201, the case dispatching method further includes: and if the case to be dispatched has the corresponding responsibility list mapping table, sending the case information and the processing information in the corresponding responsibility list mapping table to the processing unit in the corresponding responsibility list mapping table.
It is to be understood that, when it is determined that there is a responsibility list mapping table matching the case to be dispatched, the processing information in the responsibility list mapping table may be sent to the corresponding processing unit in the responsibility list mapping table. The case to be dispatched is sent to the corresponding processing unit to form the case to be processed, and the processing unit can process the case to be processed according to the processing method in the processing information after receiving the processing information because the processing information comprises the processing method of the case.
In some embodiments, if there is a corresponding responsibility list mapping table for a case to be dispatched, the responsibility list mapping table may also be directly sent to the processing unit in the responsibility list mapping table.
In the implementation process, after the responsibility list mapping table corresponding to the case to be dispatched is determined, the processing information in the responsibility list mapping table and the case information of the case to be dispatched are sent to the processing unit in the responsibility list mapping table together. After receiving the processing information and the case information, the processing unit can directly process the case to be processed according to the received processing information. The workload of analyzing and deciding cases by a processing unit is reduced, the case standardized processing is realized, and the efficiency and the quality of case processing are improved.
In one possible implementation, step 202 includes: calculating the similarity between the image information of the case to be dispatched and the dispatching information of the case with the historical end through a preset image algorithm; determining whether the case to be dispatched corresponds to the only historical end case or not according to the similarity; if the case to be dispatched corresponds to the unique historical end case, determining a processing unit corresponding to the historical end case, and sending the processing information of the case to be dispatched and the historical end case to the processing unit.
The preset image algorithm may include a hash algorithm, a cosine similarity, a histogram, and the like.
It can be understood that after the similarity between the image information of the case to be dispatched and the dispatching information of the historical end case is determined, the similarity is compared with a similarity threshold, and if the similarity is greater than the similarity threshold, the historical end case corresponding to the case with the similarity greater than the similarity threshold can be determined as the case to which the case to be dispatched can refer, that is, the case to be dispatched can be determined as the case which can be automatically dispatched.
The similarity threshold value is the minimum value of the similarity between the historical completed case which can be used as the reference case of the case to be dispatched and the case to be dispatched.
If it is determined that the history ending case with the similarity greater than the similarity threshold value only comprises one case, the case to be dispatched and the processing information of the history ending case can be directly sent to the processing unit of the history ending case.
In some embodiments, if there are multiple history end cases with similarity greater than the similarity threshold, the similarity between each history end case and the case to be dispatched may be sorted, the history end case to be referred to by the case to be dispatched is determined according to the sorting result, and the case information of the case to be dispatched and the processing information of the history end case are sent to the processing unit of the history end case.
If the similarity of the cases to be dispatched is larger than the similarity threshold, the cases to be dispatched can be dispatched manually by sending the cases to be dispatched to a manual processing window.
In the implementation process, the similarity between the case to be dispatched and the historical end case is determined according to the image information of the case to be dispatched and the historical end case, and whether the case to be dispatched has the historical end case which can be referred to is determined based on the similarity. If the case to be dispatched exists, the case to be dispatched is dispatched according to the referenced historical end case, and the case which is not recorded in the database can be automatically dispatched, so that the automatic dispatching of various cases to be dispatched is improved, and the automation of the case dispatching is improved.
In one possible implementation, as shown in fig. 4, the method further includes: if the case to be dispatched is the case which can not be dispatched automatically, the case to be dispatched is sent to a manual processing window so as to dispatch the case to be dispatched manually; acquiring case information and processing information of manually dispatched cases, and filing the manually dispatched cases to form history end cases.
As can be understood, because the manually dispatched case is a case which cannot be automatically dispatched, the case information and the processing information of the manually dispatched case can be filed and processed after the manual dispatching. When the case is obtained again, the case can be automatically dispatched according to the image information and the historical finish case of the case.
In some embodiments, the image analysis result of the case to be dispatched may also be sent simultaneously when the case to be dispatched is sent to the manual processing window, so that the dispatching personnel can select the corresponding units to dispatch according to the analysis result.
Exemplarily, the following steps are carried out: if the image information is analyzed, the portrait content is obtained as follows: the problem that 110m roads are close to the street in the west of a D-street intersection of a C road of a B area and the bearing wall of a house is changed into a storefront for renting; at this time, the dispatched personnel determines according to the contents of the image: the case information needs to be assigned to the E street in the area B for processing and is sent to the E street in the area B.
If the image information is analyzed, the image content is obtained as follows: the problem that the auxiliary road under the east 100 meters of south bridge and the municipal manhole cover sink by 30cm at the intersection of the X-way and the Y-way in the F area; at this time, the dispatched personnel determines according to the portrait content: it needs to be assigned to a municipal office for processing and the case information is sent to the municipal office.
The case information obtained by the manual processing window can be shown in the following table 3:
table 3:
area: address of Z zone: the type of the intersection of the W road and the V street is 20 meters: event management \ city capacity environment \ green space content: square meter with greenery patch greater than 1 Green dirty emergency: very urgent assignment recommended treatment unit: greening maintenance company, sanitation team and health supervision station
In some embodiments, when manual dispatch is performed, the case to be dispatched may also be marked with processing units that are not related to the case to be dispatched.
In the implementation process, for the case sent manually, after the case is processed, the case information and the processing information of the case are filed to form a history completion case, and when the case is obtained again, the case can be automatically sent according to the image information of the case and the history completion case, so that the case storage quantity of the history completion case is enriched, repeated manual sending of the case of the same kind is prevented, and the case type capable of being automatically sent is increased.
In one possible implementation, after archiving the manual dispatch case to form the end-of-history case, the method further comprises: performing model training on the historical end cases through a machine learning module, and determining the classification numbers and corresponding processing information of the historical end cases; and updating the data of the target database through the classification number and the processing information of the history ending case.
It can be understood that different processing results may exist in the similar historical end cases in the historical end cases, the machine learning module performs model training on the similar historical end cases, determines information such as case codes, processing units, processing positions and processing contents of the similar historical end cases, and establishes a liability list mapping table of the similar cases according to the information.
Illustratively, as shown in Table 4 below, there are different processing results for the same historical completed case:
table 4:
serial number Encoding Name of content Content providing method and apparatus Position of Assignment department Processing the results Actual processing unit
1 010205 Taxi stop board Tilting ABC road parking lot ABC maintenance Co Ltd Refute and refute To be used for treating
2 010205 Taxi stopLicense plate Tilting ABC road parking lot Traffic bureau Refute and refute Am open to
3 010205 Taxi stop board Tilting ABC road parking lot Management department of taxi in traffic bureau Receive and process Management department of taxi in traffic bureau
After the machine learning module performs model training on the 3 historical end cases, it can be determined that the liability list mapping table corresponding to the historical end case is as shown in table 5:
table 5:
type coding Content encoding Name of content Processing unit Description of the processing
0102 010205 Taxi stop board inclination Taxi administration department of traffic bureau Repairing, restoring to original position
After the responsibility list mapping table corresponding to the historical ending case is determined, the responsibility list mapping table corresponding to the historical ending case is stored in the target database, and therefore the responsibility list mapping table of the target database is updated.
In the implementation process, model training is carried out on the historical end case to determine the processing information of the historical end case, the responsibility list mapping table of the historical end case is established based on the processing information and stored in the target database, and the responsibility list mapping table in the target database is updated. The processing information of the historical finish case is determined through training and analyzing the historical finish case, so that the responsibility list mapping table of the target database is updated, the data in the target database is gradually expanded, automatic updating and perfecting of the database are realized, cases which can be dispatched automatically are increased, and cases which need to be dispatched manually are reduced.
In a possible implementation manner, before step 201, the method further includes: the acquisition system is accessed at preset time intervals to determine if a case is to be dispatched.
The preset time interval here may be 0s, 1s, 2s, 30s, 60s, etc. The preset time interval can be adjusted according to actual conditions, and the application is not particularly limited.
In some embodiments, the acquisition system may also be accessed in real-time to determine if there are any dispatch cases.
In the implementation process, the acquisition system is accessed at the preset time interval, so that the new case to be dispatched is monitored, the case to be dispatched can be processed in time, and the processing efficiency is improved.
Based on the same application concept, a case dispatching device corresponding to the case dispatching method is further provided in the embodiment of the present application, and since the principle of solving the problem of the device in the embodiment of the present application is similar to that of the case dispatching method embodiment, the implementation of the device in the embodiment of the present application may refer to the description in the embodiment of the method, and repeated details are omitted.
Please refer to fig. 5, which is a functional block diagram of a case dispatching device according to an embodiment of the present application. Each module in the case dispatching device in this embodiment is used for executing each step in the above method embodiments. The case dispatching device comprises a comparison module 301, a determination module 302 and a sending module 303; wherein,
the comparison module 301 is configured to compare the case information of the case to be dispatched with the data of the target database, and determine whether the case to be dispatched is matched with the processing unit.
The determining module 302 is configured to determine whether the case to be dispatched is an automatically dispatchable case according to the image information of the case to be dispatched and a history end case if the case to be dispatched is not matched to a processing unit.
The sending module 303 is configured to send the case to be dispatched to a corresponding processing unit if the case to be dispatched is an automatically dispatchable case.
In a possible implementation, the comparison module 301 is further configured to: matching the case information with the responsibility list mapping table in the target data, and determining whether the case information has the corresponding responsibility list mapping table; and determining whether the case to be dispatched is matched with a processing unit or not according to whether the case information has the corresponding responsibility list mapping table or not.
In a possible implementation, the sending module 303 is further configured to: and if the case to be dispatched has the corresponding responsibility list mapping table, sending the case information and the processing information in the corresponding responsibility list mapping table to the corresponding processing unit in the responsibility list mapping table.
In a possible implementation, the determining module 302 is further configured to: calculating the similarity between the image information of the case to be dispatched and the dispatching information of the case with the historical finish through a preset image algorithm; determining whether the case to be dispatched corresponds to the only historical end case or not according to the similarity; if the to-be-dispatched case corresponds to the only history ending case, determining a processing unit corresponding to the history ending case, and sending the to-be-dispatched case and the processing information of the history ending case to the processing unit.
In a possible implementation manner, the case dispatching device further comprises a filing module, which is used for sending the case to be dispatched to a manual processing window to manually dispatch the case to be dispatched if the case to be dispatched is a case which cannot be automatically dispatched; acquiring case information of a manual dispatching case and processing information of the manual dispatching case, and filing the manual dispatching case to form a history end case.
In a possible implementation manner, the case dispatching device further comprises a training module, which is used for performing model training on the historical end cases through a machine learning module, and determining the classification numbers and corresponding processing information of the historical end cases; and updating the data of the target database through the classification number of the historical end case and the processing information.
In a possible embodiment, the case dispatching device further comprises an information acquisition module for accessing the acquisition system at preset time intervals to determine whether a case is to be dispatched.
In addition, an embodiment of the present application further provides a computer-readable storage medium, where a computer program is stored on the computer-readable storage medium, and when the computer program is executed by a processor, the computer program performs the steps of the case dispatching method described in the above method embodiment.
The computer program product of the case dispatching method provided in the embodiment of the present application includes a computer readable storage medium storing a program code, where instructions included in the program code may be used to execute the steps of the case dispatching method in the above method embodiment, which may be referred to in the above method embodiment specifically, and are not described herein again.
In the embodiments provided in the present application, it should be understood that the disclosed apparatus and method can be implemented in other ways. The apparatus embodiments described above are merely illustrative, and for example, the flowchart and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of apparatus, methods and computer program products according to various embodiments of the present application. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of code, which comprises one or more executable instructions for implementing the specified logical function(s). It should also be noted that, in some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. It will also be noted that each block of the block diagrams and/or flowchart illustration, and combinations of blocks in the block diagrams and/or flowchart illustration, can be implemented by special purpose hardware-based systems which perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.
In addition, functional modules in the embodiments of the present application may be integrated together to form an independent part, or each module may exist separately, or two or more modules may be integrated to form an independent part.
The functions, if implemented in the form of software functional modules and sold or used as a stand-alone product, may be stored in a computer readable storage medium. Based on such understanding, the technical solution of the present application or portions thereof that substantially contribute to the prior art may be embodied in the form of a software product stored in a storage medium and including instructions for causing a computer device (which may be a personal computer, a dispatch server, or a network device) to perform all or part of the steps of the method according to the embodiments of the present application. And the aforementioned storage medium includes: a U-disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk or an optical disk, and other various media capable of storing program codes. It is noted that, herein, relational terms such as first and second, and the like may be used solely to distinguish one entity or action from another entity or action without necessarily requiring or implying any actual such relationship or order between such entities or actions. Also, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising … …" does not exclude the presence of another identical element in a process, method, article, or apparatus that comprises the element.
The above description is only a preferred embodiment of the present application and is not intended to limit the present application, and various modifications and changes may be made by those skilled in the art. Any modification, equivalent replacement, improvement and the like made within the spirit and principle of the present application shall be included in the protection scope of the present application. It should be noted that: like reference numbers and letters refer to like items in the following figures, and thus, once an item is defined in one figure, it need not be further defined or explained in subsequent figures.
The above description is only for the specific embodiments of the present application, but the scope of the present application is not limited thereto, and any person skilled in the art can easily conceive of the changes or substitutions within the technical scope of the present application, and shall be covered by the scope of the present application. Therefore, the protection scope of the present application shall be subject to the protection scope of the claims.

Claims (7)

1. A case dispatching method, comprising:
comparing the case information of the case to be dispatched with the data of the target database, and determining whether the case to be dispatched is matched with a processing unit;
if the case to be dispatched is not matched with the processing unit, determining whether the case to be dispatched is an automatic dispatching case or not according to the image information of the case to be dispatched and the historical end case;
if the case to be dispatched is a case capable of being automatically dispatched, sending the case to be dispatched to a corresponding processing unit;
the method comprises the following steps that a responsibility list mapping table is stored in a target database, the case information of a case to be dispatched is compared with the data of the target database, and whether the case to be dispatched is matched with a processing unit or not is determined, and the method comprises the following steps:
matching the case information with the responsibility list mapping table in the target data, and determining whether the case information has the corresponding responsibility list mapping table;
determining whether the case to be dispatched is matched with a processing unit or not according to whether the case information has the corresponding responsibility list mapping table or not;
the matching the case information with the accountability list mapping table in the target data to determine whether the case information has the corresponding accountability list mapping table includes:
analyzing the case information, determining case content and processing explanation in the case information, matching the case content and the processing explanation in the case information with the responsibility list mapping table, and determining whether a responsibility list mapping table matched with the case content and the processing explanation in the case information exists or not;
the determining whether the case to be dispatched is matched with a processing unit according to whether the case information has the corresponding responsibility list mapping table or not comprises the following steps:
if yes, determining the processing unit in the matched responsibility list mapping table as the processing unit of the case to be dispatched;
the method further comprises the following steps:
if the case to be dispatched is a case which can not be dispatched automatically, sending the case to be dispatched to a manual processing window so as to dispatch the case to be dispatched manually;
acquiring case information of manually dispatched cases and processing information of the manually dispatched cases, and filing the manually dispatched cases to form history ending cases;
after the manual dispatching case is archived to form a history end case, the method further comprises:
performing model training on the historical end case through a machine learning module, and determining the classification number and corresponding processing information of the historical end case;
and updating the data of the target database through the classification number of the historical end case and the processing information.
2. The method according to claim 1, wherein after determining whether the case to be dispatched is matched to a processing unit according to whether the case information has the corresponding accountability list mapping table, the method further comprises:
and if the case to be dispatched has the corresponding responsibility list mapping table, sending the case information and the processing information in the corresponding responsibility list mapping table to the corresponding processing unit in the responsibility list mapping table.
3. The method as claimed in claim 1, wherein said determining if the case to be dispatched is a dispatchable case based on image information of the case to be dispatched and a historical end case comprises:
calculating the similarity between the image information of the case to be dispatched and the dispatching information of the case with the historical finish through a preset image algorithm;
if the similarity is larger than a similarity threshold value, determining that the case to be dispatched is an automatically dispatched case;
if the case to be dispatched is a case capable of being automatically dispatched, the case to be dispatched is sent to a corresponding processing unit, and the method comprises the following steps:
determining whether the case to be dispatched corresponds to the only history ending case or not according to the similarity;
if the to-be-dispatched case corresponds to the only history ending case, determining a processing unit corresponding to the history ending case, and sending the to-be-dispatched case and the processing information of the history ending case to the processing unit.
4. The method as claimed in claim 1, wherein the comparing the case information of the case to be dispatched with the data of the target database determines whether the case to be dispatched is matched to the processing unit, and the method further comprises:
the acquisition system is accessed at preset intervals to determine if a case is to be dispatched.
5. A case dispatching device, comprising:
a comparison module: the system comprises a database, a processing unit and a database management unit, wherein the database management unit is used for storing the information of the case to be dispatched;
a determination module: if the to-be-dispatched case is not matched with the processing unit, determining whether the to-be-dispatched case is an automatic dispatching case or not according to the image information of the to-be-dispatched case and the historical end case;
a sending module: the case dispatching system is used for sending the case to be dispatched to a corresponding processing unit if the case to be dispatched is a case capable of being dispatched automatically;
the comparison module is further configured to match the case information with a liability list mapping table in the target data, and determine whether the case information has the corresponding liability list mapping table; determining whether the case to be dispatched is matched with a processing unit or not according to whether the case information has the corresponding responsibility list mapping table or not;
the comparison module is specifically configured to analyze the case information, determine case content and processing description in the case information, match the case content and the processing description in the case information with the liability right list mapping table, and determine whether a liability right list mapping table matched with the case content and the processing description in the case information exists; if yes, determining the processing unit in the matched responsibility list mapping table as the processing unit of the case to be dispatched;
the filing module is used for sending the case to be dispatched to a manual processing window to manually dispatch the case to be dispatched if the case to be dispatched is a case which can not be automatically dispatched; acquiring case information of a manually dispatched case and processing information of the manually dispatched case, and filing the manually dispatched case to form a historical end case;
the training module is used for carrying out model training on the historical end case through the machine learning module and determining the classification number and corresponding processing information of the historical end case; and updating the data of the target database through the classification number of the historical end case and the processing information.
6. An electronic device, comprising: a processor, a memory storing machine-readable instructions executable by the processor, the machine-readable instructions when executed by the processor performing the steps of the method of any of claims 1 to 4 when the electronic device is operated.
7. A computer-readable storage medium, having stored thereon a computer program which, when being executed by a processor, is adapted to carry out the steps of the method according to any one of claims 1 to 4.
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