CN115828912A - Method and system for intelligently identifying multi-person simultaneous complaint work order - Google Patents
Method and system for intelligently identifying multi-person simultaneous complaint work order Download PDFInfo
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Abstract
The application relates to the technical field of computers, in particular to a method and a system for intelligently identifying a multi-person complaint work order, which comprise the following steps: in response to receiving the appeal work order, identifying topics and responsibility subjects for the appeal work order; recording the appeal work order into a corresponding complaint work order list according to the topic and responsibility subject of the appeal work order; in response to the complaint work order list is added with the complaint work orders, checking whether the number of the complaint work orders recorded in the complaint work order list exceeds a solution threshold; if the number of the appeal work orders recorded in the complaint work order list does not exceed the solution threshold, continuing to receive the appeal work orders, and identifying topics and responsibility subjects of the appeal work orders; and if the number of the complaint work orders recorded in the complaint work order list exceeds a solution threshold, generating a solution prompt to prompt a user to construct a solution for all the complaint work orders in the complaint work order list. The method and the device can reduce the workload of hot line system personnel for marking the associated work orders and improve the accuracy and the normalization.
Description
Technical Field
The application relates to the technical field of computers, in particular to a method and a system for intelligently identifying a multi-person complaint work order.
Background
With the continuous development of urban economy and science and technology, hot line service platforms are built and operated in various regions, the work orders demanded by the people through hot line feedback increase year by year, and the attention degree of each city to the hot line demand work orders is higher and higher. Similar or repeated demands of multi-person population on a certain imagination or problem exist in a large number of hot line demand worksheets, the problems of a group of persons can be solved by solving one problem, and therefore the treatment service efficiency and the people satisfaction degree can be effectively improved.
Currently, most hotline services are processed mainly by manual order receiving and manual auxiliary association of similar work orders. During operation of the hot line service system, similar work orders of multiple complaints can be found by hot line system personnel in the complaint demand work order, the disposal complaint demand work order or the return complaint demand work order, and the complaint demand work orders are manually associated or set as the similar complaint demand work orders by the hot line system personnel, so that the associated clustering of the similar complaint demand work orders is realized. After the hot line service system is operated, the appeal work order analysis system can perform related similar analysis on the related clustered similar appeal work orders, and the analysis results of the multi-person complaint work orders are presented in a reporting mode.
However, the manual association of the work orders by multiple persons can increase the burden of the staff using the hotline business system, and the association efficiency is low and omission easily occurs; in addition, the understanding standards for the complaints are not uniform among different persons, and the associated work orders are not standardized.
Currently, the content of the complaint work orders can be segmented and clustered, so that the complaint work orders are labeled or classified, and then hot line service system personnel can assist in associating multiple complaint work orders through associating labels or classification conditions, and can not automatically associate multiple complaint specific label work orders.
In addition, the multi-person appeal work order can be effectively associated by associating the combing analysis report of the similar appeal work order, but the method belongs to post association analysis, can not achieve pre-association identification in operation, and can not make quick identification and decision support of the multi-person complaint work order before treatment.
Therefore, how to automatically and precisely find the multi-person complaint or group complaint worksheet from the massive hot line complaint worksheets of the citizens and automatically pre-associate the multi-person complaint worksheets is a technical problem to be solved by those skilled in the art.
Disclosure of Invention
The application provides a method and a system for intelligently identifying a multi-person complaint work order, which are used for accurately finding the multi-person complaint work order or the group complaint work order, and automatically associating the multi-person complaint work order in a front-mounted manner, thereby greatly reducing the workload of labeling the associated work order by hot line system personnel and improving the accuracy and the normalization.
In order to solve the technical problem, the application provides the following technical scheme:
a method for intelligently identifying a multi-complaint work order comprises the following steps: step S110, responding to the received appeal work order, and identifying topics and responsibility subjects of the appeal work order; step S120, recording the appeal work order into a corresponding complaint work order list according to the topic and the responsibility subject of the appeal work order; step S130, responding to the complaint work order list added with complaint work orders, and checking whether the quantity of complaint work orders recorded in the complaint work order list exceeds a resolving threshold value; step S140, if the number of the appeal work orders recorded in the complaint work order list does not exceed the solution threshold, returning to the step S110, continuously receiving the appeal work orders, and identifying topics and responsibility subjects of the appeal work orders; and S150, if the number of the complaint work orders recorded in the complaint work order list exceeds a solution threshold, generating a solution prompt to prompt a user to construct a solution for all the complaint work orders in the complaint work order list.
The method for intelligently identifying a worksheet of multiple complaints as described above, wherein step S110 preferably includes the following substeps: after receiving the appeal work order, preprocessing the appeal work order to obtain appeal text information; extracting words from the appeal text information, and combining the extracted words together to form an appeal text information word set; extracting keywords from the appeal text information word set according to a preset historical appeal text information total set; calculating the difference between the keywords and all preset topics and all responsibility subjects, taking the topic with the minimum difference with the keywords as the topic of the appeal work order, and taking the responsibility subject with the minimum difference with the keywords as the responsibility subject of the appeal work order.
In the method for intelligently identifying multiple complaint work orders, it is preferable that the solution threshold is determined according to the topic property value of the complaint work order recorded in the complaint work order list, the responsibility main body property value of the complaint work order, and the maximum number of complaint work orders which can be recorded in the complaint work order list.
Preferably, the method for intelligently identifying multiple complaint work orders includes presetting multiple complaint work order lists, recording complaint work orders with the same topic and responsibility subjects in one complaint work order list, and recording complaint work orders with different topics and responsibility subjects in different complaint work order lists.
The method for intelligently identifying multiple complaint work orders as described above, wherein preferably, the preprocessing the complaint work order includes: invalid information is removed and missing information is added.
A system for intelligently identifying a multi-complaint work order comprises: the device comprises an identification unit, a recording unit, a judgment unit, a notification unit and a prompt generation unit; the identification unit responds to the received appeal work order and identifies topics and responsibility subjects of the appeal work order; the recording unit records the appeal work order into a corresponding complaint work order list according to the topic and the responsibility main body of the appeal work order; the judging unit responds to the complaint work order list and increases the complaint work order, and checks whether the number of the complaint work orders recorded in the complaint work order list exceeds a resolving threshold value; if the number of the complaint work orders recorded in the complaint work order list does not exceed the solution threshold, the notification unit notifies the identification unit to continue to receive the complaint work orders and identifies topics and responsibility subjects of the complaint work orders; if the number of the complaint work orders recorded in the complaint work order list exceeds the solution threshold, the prompt generation unit generates a solution prompt to prompt the user to construct a solution for all the complaint work orders in the complaint work order list.
The system for intelligently identifying the multi-person complaint work orders as described above, preferably, after receiving the complaint work orders, preprocessing the complaint work orders to obtain complaint text information; extracting words from the appeal text information, and combining the extracted words together to form an appeal text information word set; extracting keywords from the appeal text information word set according to a preset historical appeal text information total set; calculating the difference between the keywords and all preset topics and all responsibility subjects, taking the topic with the minimum difference with the keywords as the topic of the appeal work order, and taking the responsibility subject with the minimum difference with the keywords as the responsibility subject of the appeal work order.
In the system for intelligently identifying multiple complaint work orders, it is preferable that the solution threshold is determined according to the topic property value of the complaint work order recorded in the complaint work order list, the responsibility main body property value of the complaint work order, and the maximum number of complaint work orders which can be recorded in the complaint work order list.
In the above system for intelligently identifying multiple complaint work orders, preferably, multiple complaint work order lists are preset, complaint work orders with the same topic and responsibility subject are recorded in one complaint work order list, and complaint work orders with different topics and responsibility subjects are recorded in different complaint work order lists.
The system for intelligently identifying multiple complaint work orders as described above, wherein preferably, the preprocessing the complaint work order includes: invalid information is removed and missing information is added.
Compared with the background technology, the method and the system for intelligently identifying the multi-person complaint work order can accurately find the multi-person complaint work order or the group complaint work order, and automatically associate the multi-person complaint work order in a preposed manner, so that the workload of marking the associated work order by the hot line system personnel is greatly reduced, and the accuracy and the normalization are improved.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the embodiments or the prior art descriptions will be briefly described below, it is obvious that the drawings in the following description are only some embodiments described in the present invention, and other drawings can be obtained by those skilled in the art according to these drawings.
FIG. 1 is a flowchart of a method for intelligently identifying a multi-complaint work order provided in an embodiment of the present application;
fig. 2 is a schematic diagram of a system for intelligently identifying multiple complaint work orders according to an embodiment of the present application.
Detailed Description
Reference will now be made in detail to embodiments of the present application, examples of which are illustrated in the accompanying drawings, wherein like or similar reference numerals refer to the same or similar elements or elements having the same or similar function throughout. The embodiments described below with reference to the accompanying drawings are exemplary only for explaining the present application and are not construed as limiting the present application.
Example one
Referring to fig. 1, fig. 1 is a flowchart illustrating a method for intelligently identifying a work order of multiple complaints in an embodiment of the present application.
The application provides a method for intelligently identifying a multi-person complaint work order, which comprises the following steps:
step S110, responding to the received appeal work order, and identifying topics and responsibility subjects of the appeal work order;
after receiving the appeal work order, preprocessing the appeal work order, for example: invalid information (inconsistent information, information against facts, and the like) is removed, missing information is added (a position where information is missing is found, and missing information is added at the position), and the like, thereby obtaining the appealing text information a.
Extracting words from the appealing text information A, and combining the extracted words together to form an appealing text information word set A' = { a = } 1 、a 2 、…、a i 、…、a n}, wherein ,a1 To appeal to the 1 st word, a, in the set A' of text information words 2 For soliciting the 2 nd word in the set A' of text information words，a i To appeal to the i-th word, a, in the set A' of text information words n Appeal to the nth word in the set of text information words a'.
In addition, a historical appeal text information aggregate W = { W } is preset before the appeal work order is received 1 、w 2 、…、w j 、…、w m}, wherein ,w1 For the 1 st text in the corpus of historical appertaining text information W, W 2 For the 2 nd text in the corpus of historical appeals text information W, W j For the jth text, W, in the corpus of historical appellations, W m And (4) seeking the mth text in the text information collection W for the history appeal. The preset historical appeal text information aggregate W is set according to all appeal text information of the history.
And extracting keywords from the appeal text information word set A' according to the historical appeal text information total set W. Specifically, the word frequency of each word in the appeal text information word set A' is calculated according to the historical appeal text information total set W; and extracting words with the word frequency higher than a preset value in the appealing text information word set A' as keywords.
As an example, according to a formula
Calculating the word frequency of each word in the appeal text information word set A'; wherein i =1, 2, …, n; j =1, 2, …, m; m i For soliciting words a from the set A' of text information words i Word frequency of (TA) i For soliciting the word a in the text information word set A i The frequency of occurrence in the appealing text information a,
to claim the sum of the frequency counts of all words present in the text information A, FA i The word a is contained in the text information collection W for the historical appeal i M is the number of texts in the total set W of history appeal text information.
Calculating the relationship between the keywords and all preset topics and all responsibility subjectsThe topic with the minimum gap with the keyword is taken as the topic of the appeal work order, and the responsibility subject with the minimum gap with the keyword is taken as the responsibility subject of the appeal work order. In particular according to the formula
Calculating key words x and preset topics y u The difference between them
Wherein x' is the weight value of the keyword x,
as topic y u Beta is topic y u The number of words of (a); according to the formula
Calculating key words x and preset responsibility subject z f The difference between them
Wherein x' is the weight value of the keyword x,
is a responsibility subject z f Theta is the responsibility subject z f Number of words.
Step S120, recording the appeal work order into a corresponding complaint work order list according to the topic and responsibility subject of the appeal work order;
a plurality of same-complaint work order lists are preset, complaint work orders with the same topic and responsibility subject are recorded in one same-complaint work order list, and complaint work orders with different topics and responsibility subjects are recorded in different same-complaint work order lists. After the topic and responsibility subject of the appeal work order are identified, the appeal work order needs to be recorded into a complaint work order list corresponding to the topic and responsibility subject.
Step S130, responding to the complaint work order list added with complaint work orders, and checking whether the quantity of complaint work orders recorded in the complaint work order list exceeds a resolving threshold value;
the solution threshold value can be determined according to the topic property value of the complaint work order, the responsibility body property value of the complaint work order and the experience recorded in the complaint work order list. The solution threshold may be determined based on the topic property value of the demand work order, the responsibility body property value of the demand work order, and the maximum number of demand work orders that can be recorded in the complaint work order list. In particular, can be based on a formula
And calculating to obtain a solving threshold value T', wherein T is the maximum number of the appeal work orders which can be recorded by the complaint work order list, Q is a topic property value of the appeal work order, and V is a responsibility main body property value of the appeal work order. And, the formula
May be obtained by analyzing the rules of the historical data.
Step S140, if the number of the appeal work orders recorded in the complaint work order list does not exceed the solution threshold, returning to the step S110, continuously receiving the appeal work orders, and identifying topics and responsibility subjects of the appeal work orders;
if the number of the appeal work orders recorded in the complaint work order list does not exceed the solution threshold, it is indicated that the appeal work orders recorded in the complaint work order list are not urgent and can be processed later, so in this case, the process may return to step S110 to continue receiving the appeal work orders and identify topics and responsibility subjects of the appeal work orders to save more appeal work orders.
Step S150, if the number of the complaint work orders recorded in the complaint work order list exceeds a solution threshold, generating a solution prompt to prompt a user to construct a solution for all the complaint work orders in the complaint work order list;
if the number of the complaint work orders recorded in the complaint work order list exceeds the solution threshold, it is indicated that the complaint work orders recorded in the complaint work order list are urgent and must be immediately solved, so in this case, a solution prompt needs to be generated, so as to prompt the user to construct a solution for all the complaint work orders in the complaint work order list, so as to solve all the complaint work orders in the complaint work order list according to the solution.
Example two
Referring to fig. 2, fig. 2 is a schematic diagram of a system for intelligently identifying a multi-complaint work order provided in the embodiment of the present application.
The application provides a many people of intelligent recognition complain work order's system 200 includes: a recognition unit 210, a recording unit 220, a judgment unit 230, a notification unit 240, and a prompt generation unit 250.
The identification unit 210 identifies the topic and the responsibility subject of the appeal work order in response to receiving the appeal work order.
After receiving the appeal work order, preprocessing the appeal work order, for example: invalid information (inconsistent information, information against facts, and the like) is removed, missing information is added (a position where information is missing is found, and missing information is added at the position), and the like, thereby obtaining the appealing text information a.
Extracting words from the appeal text information A, and collecting the extracted words together to form an appeal text information word set A' = { a = 1 、a 2 、…、a i 、…、a n}, wherein ,a1 For the 1 st word, a, of the set of appealing text information words A 2 For the 2 nd word, a, in the set of appealing text information words A i To appeal to the i-th word, a, in the set A' of text information words n Appeal to the nth word in the set of text information words a'.
In addition, a historical appeal text information aggregate W = { W } is preset before the appeal work order is received 1 、w 2 、…、w j 、…、w m}, wherein ,w1 For the 1 st text in the corpus of historical appertaining text information W, W 2 For the 2 nd text in the corpus of historical appeals text information W, W j For the jth text, W, in the historical appealed text information corpus, W m And (4) seeking the mth text in the text information collection W for the history appeal. The preset historical appeal text information aggregate W is set according to all appeal text information of the history.
And extracting keywords from the appeal text information word set A' according to the historical appeal text information total set W. Specifically, the word frequency of each word in the appeal text information word set A' is calculated according to the historical appeal text information total set W; and extracting words with the word frequency higher than a preset value in the appealing text information word set A' as keywords.
As an example, according to a formula
Calculating the word frequency of each word in the appeal text information word set A'; wherein i =1, 2, …, n; j =1, 2, …, m; m i For soliciting words a from the set A' of text information words i Word frequency of (TA) i For soliciting the word a in the text information word set A i The frequency of occurrence in the appealing text information a,
to appeal to the sum of the frequencies of all words present in the text information A, FA i The word a is contained in the text information collection W for the historical appeal i M is the number of texts in the total set W of history appeal text information.
Calculating the difference between the keywords and all preset topics and all responsibility subjects, taking the topic with the minimum difference with the keywords as the topic of the appeal work order, and taking the responsibility subject with the minimum difference with the keywords as the responsibility subject of the appeal work order. In particular according to the formula
Calculating key words x and preset topics y u The difference between
Wherein x' is the weight value of the keyword x,
as topic y u Beta is topic y u The number of words of (a); according to the formula
Calculating key words x and preset responsibility subject z f The difference between
Wherein x' is the weight value of the keyword x,
is the subject of responsibility z f Theta is the responsibility subject z f Number of words.
The recording unit 220 records the complaint work order into the corresponding complaint work order list according to the topic and the responsibility subject of the complaint work order.
A plurality of identical complaint work order lists are preset, complaint work orders with the same topic and responsibility main bodies are recorded in one identical complaint work order list, and complaint work orders with different topics and responsibility main bodies are recorded in different identical complaint work order lists. After the topic and responsibility subject of the appeal work order are identified, the appeal work order needs to be recorded into a complaint work order list corresponding to the topic and responsibility subject.
The determining unit 230 checks whether the number of complaint work orders recorded in the complaint work order list exceeds the resolving threshold in response to the complaint work order list being added with a complaint work order.
The solution threshold value can be determined according to the topic property value of the complaint work order, the responsibility body property value of the complaint work order and the experience recorded in the complaint work order list. The solution threshold value can also be determined according to the topic property value of the complaint work order recorded in the complaint work order list, the responsibility main body property value of the complaint work order and the maximum number of complaint work orders which can be recorded in the complaint work order list. Specifically, it can be based on formula
And calculating to obtain a solving threshold value T', wherein T is the maximum number of the appeal work orders which can be recorded by the complaint work order list, Q is a topic property value of the appeal work order, and V is a responsibility main body property value of the appeal work order. And, the formula
May be obtained by analyzing the regularity of the historical data.
If the number of complaint work orders recorded in the complaint work order list does not exceed the resolution threshold, the notification unit 240 notifies the identification unit 210 to continue receiving complaint work orders and identifies topics and responsibility subjects of the complaint work orders.
If the number of the appeal work orders recorded in the complaint work order list does not exceed the solution threshold, the complaint work orders recorded in the complaint work order list are not urgent and can be processed later, so that in this case, the complaint work orders can be continuously received, and topics and responsibility subjects of the complaint work orders can be identified so as to accumulate more complaint work orders.
If the number of the complaint work orders recorded in the complaint work order list exceeds the solution threshold, the prompt generating unit 250 generates a solution prompt to prompt the user to construct a solution for all the complaint work orders in the complaint work order list.
If the number of the complaint work orders recorded in the complaint work order list exceeds the solution threshold, it is indicated that the complaint work orders recorded in the complaint work order list are urgent and must be immediately solved, so in this case, a solution prompt needs to be generated, so as to prompt the user to construct a solution for all the complaint work orders in the complaint work order list, so as to solve all the complaint work orders in the complaint work order list according to the solution.
The method and the system for intelligently identifying the multi-person simultaneous complaint work orders can intelligently analyze topics and responsibility subjects of the complaint work orders in a complaint work order acceptance stage, so that the multi-person simultaneous complaint work orders or group simultaneous complaint work orders can be accurately found, the multi-person simultaneous complaint work orders are recorded in a simultaneous complaint work order list, the multi-person simultaneous complaint work orders are associated, the workload of marking the associated work orders by staff in a hotline system is greatly reduced, and the accuracy and the standardability are improved.
It will be evident to those skilled in the art that the invention is not limited to the details of the foregoing illustrative embodiments, and that the present invention may be embodied in other specific forms without departing from the spirit or essential attributes thereof. The present embodiments are therefore to be considered in all respects as illustrative and not restrictive, the scope of the invention being indicated by the appended claims rather than by the foregoing description, and all changes which come within the meaning and range of equivalency of the claims are therefore intended to be embraced therein. Any reference sign in a claim should not be construed as limiting the claim concerned.
Furthermore, it should be understood that although the present description refers to embodiments, not every embodiment may contain only a single embodiment, and such description is for clarity only, and those skilled in the art should integrate the description, and the embodiments may be combined as appropriate to form other embodiments understood by those skilled in the art.
Claims (10)
1. A method for intelligently identifying a multi-complaint work order is characterized by comprising the following steps:
step S110, responding to the received appeal work order, and identifying topics and responsibility subjects of the appeal work order;
step S120, recording the appeal work order into a corresponding complaint work order list according to the topic and responsibility subject of the appeal work order;
step S130, responding to the complaint work order list added with complaint work orders, and checking whether the quantity of complaint work orders recorded in the complaint work order list exceeds a resolving threshold value;
step S140, if the number of the appeal work orders recorded in the complaint work order list does not exceed the solution threshold, returning to the step S110, continuously receiving the appeal work orders, and identifying topics and responsibility subjects of the appeal work orders;
and S150, if the number of the complaint work orders recorded in the complaint work order list exceeds a solution threshold, generating a solution prompt to prompt a user to construct a solution for all the complaint work orders in the complaint work order list.
2. The method for intelligently identifying a multi-complaint work order as claimed in claim 1, wherein step S110 comprises the following sub-steps:
after receiving the appeal work order, preprocessing the appeal work order to obtain appeal text information;
extracting words from the appeal text information, and combining the extracted words together to form an appeal text information word set;
extracting keywords from the appeal text information word set according to a preset historical appeal text information total set;
calculating the difference between the keywords and all preset topics and all responsibility subjects, taking the topic with the minimum difference with the keywords as the topic of the appeal work order, and taking the responsibility subject with the minimum difference with the keywords as the responsibility subject of the appeal work order.
3. The method for intelligently identifying multiple complaint work orders according to claim 1 or 2, wherein the solution threshold is determined according to the topic property value of the complaint work order recorded in the complaint work order list, the responsibility body property value of the complaint work order and the maximum number of complaint work orders which can be recorded in the complaint work order list.
4. The method for intelligently identifying multiple complaint work orders as claimed in claim 1 or 2, wherein multiple complaint work order lists are preset, complaint work orders with the same topic and responsibility subject are recorded in one complaint work order list, and complaint work orders with different topics and responsibility subjects are recorded in different complaint work order lists.
5. The method for intelligently identifying a multi-complaint work order as claimed in claim 1 or 2, wherein the preprocessing of the complaint work order comprises: invalid information is removed and missing information is added.
6. The utility model provides a system for many people of intelligent recognition complain work order simultaneously which characterized in that includes: the device comprises an identification unit, a recording unit, a judgment unit, a notification unit and a prompt generation unit;
the identification unit responds to the received appeal work order and identifies the topic and the responsibility main body of the appeal work order;
the recording unit records the appeal work order into a corresponding complaint work order list according to the topic and the responsibility main body of the appeal work order;
the judging unit responds to the complaint work order list and increases the complaint work order, and checks whether the number of the complaint work orders recorded in the complaint work order list exceeds a resolving threshold value;
if the number of the appeal work orders recorded in the complaint work order list does not exceed the solution threshold, the notification unit notifies the identification unit to continue receiving the appeal work orders and identifies topics and responsibility subjects of the appeal work orders;
if the number of the complaint work orders recorded in the complaint work order list exceeds the solution threshold, the prompt generation unit generates a solution prompt to prompt the user to construct a solution for all the complaint work orders in the complaint work order list.
7. The system for intelligently identifying a multi-complaint work order as claimed in claim 6, wherein after receiving the complaint work order, the complaint work order is preprocessed to obtain complaint text information;
extracting words from the appeal text information, and combining the extracted words together to form an appeal text information word set;
extracting keywords from the appeal text information word set according to a preset historical appeal text information total set;
calculating the difference between the keywords and all preset topics and all responsibility subjects, taking the topic with the minimum difference with the keywords as the topic of the appeal work order, and taking the responsibility subject with the minimum difference with the keywords as the responsibility subject of the appeal work order.
8. The system for intelligently identifying multiple complaint work orders as claimed in claim 6 or 7, wherein the solution threshold is determined according to the topic property value of the complaint work order recorded in the complaint work order list, the responsibility body property value of the complaint work order and the maximum number of complaint work orders which can be recorded in the complaint work order list.
9. The system for intelligently identifying multiple complaint work orders as claimed in claim 6 or 7, wherein multiple complaint work order lists are preset, complaint work orders with the same topic and responsibility subject are recorded in one complaint work order list, and complaint work orders with different topics and responsibility subjects are recorded in different complaint work order lists.
10. The system for intelligently identifying multiple complaint work orders according to claim 6 or 7, wherein the preprocessing of the complaint work orders comprises: invalid information is removed and missing information is added.
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