CN115879583B - Method and device for processing work order data and computer readable storage medium - Google Patents
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Abstract
The present invention relates to the field of data processing technologies, and in particular, to a method and an apparatus for processing work order data, and a computer readable storage medium. Wherein the method comprises the following steps: responding to a reservation instruction triggered by an engineer client, and acquiring a communication identifier of a service object corresponding to a work order to be processed; establishing a reservation session with the service object based on the communication identifier, and acquiring communication data corresponding to the reservation session; and when the semantic content corresponding to the communication data is matched with the reference semantic information, determining that the work order reservation to be processed is successful. The problem that the platform cannot accurately evaluate responsibility of both parties when work order disputes occur between clients and engineers after work orders are completed is avoided. The problem of how to ensure that the work order reservation is performed before the engineer goes to the gate to process the work order is solved.
Description
Technical Field
The present invention relates to the field of data processing technologies, and in particular, to a method and an apparatus for processing work order data, and a computer readable storage medium.
Background
When a maintenance engineer receives an on-boarding maintenance reservation work order issued by a customer through an internet maintenance platform, the platform usually needs the engineer to confirm the work order information before on-boarding maintenance in order to avoid the situations that the work order information filled by the customer is wrong or the engineer finds that the maintenance cannot be performed after on-boarding, and the like, and the on-boarding can be performed after the confirmation of the engineer and the customer is completed.
In order to ensure that the engineer has contacted the customer in advance before the customer is at the gate, in a related scenario, the platform determines whether the engineer has made a reservation before the gate based on the customer's service assessment of the engineer. However, this approach can only be done after the work order is completed, with hysteresis. Therefore, there is a need for a method of processing work order data to ensure that work order reservations have been made before engineers go to the gate to process work orders.
The foregoing is provided merely for the purpose of facilitating understanding of the technical solutions of the present invention and is not intended to represent an admission that the foregoing is prior art.
Disclosure of Invention
The invention mainly aims to provide a processing method of work order data, which aims to solve the problem of how to ensure that work order reservation is carried out before an engineer goes to the gate to process the work order.
In order to achieve the above object, the present invention provides a method for processing work order data, the method comprising:
responding to a reservation instruction triggered by an engineer client, and acquiring a communication identifier of a service object corresponding to a work order to be processed;
establishing a reservation session with the service object based on the communication identifier, and acquiring communication data corresponding to the reservation session;
and when the semantic content corresponding to the communication data is matched with the reference semantic information, determining that the work order reservation to be processed is successful.
Optionally, the reservation instruction includes a voice dialing instruction, the communication identifier is a phone number, the reservation session is a voice session, the communication data is a call record, and the step of establishing the reservation session with the service object based on the communication identifier and obtaining the communication data corresponding to the reservation session includes:
after responding to the voice dialing instruction and acquiring the telephone number of the service object, establishing a voice session with the service object based on the telephone number, and starting recording the voice session;
responding to a voice dialing end instruction corresponding to the voice session, and ending recording the voice session;
and acquiring the call record corresponding to the voice session.
Optionally, when the semantic content corresponding to the communication data matches with the reference semantic information, the step of determining that the work order reservation to be processed is successful includes:
converting the call record into text semantic information based on a preset voice recognition module;
determining whether target text information matched with the reference text semantic information exists in the text semantic information;
if yes, acquiring a call record screenshot uploaded by the engineer client;
Determining whether the telephone number of the service object exists in the call record screenshot;
if the work order to be processed exists, the work order reservation to be processed is determined to be successful.
Optionally, the voice recognition module includes a standard voice model and a plurality of dialect voice models, and the step of converting the call record into text information based on the preset voice recognition module includes:
extracting voice characteristic information in the call record and number region text information in the call record screenshot;
determining whether the voice characteristic information is matched with reference voice characteristic information in a voice characteristic library associated with the number region text information;
if so, calling a target dialect voice model corresponding to the reference voice characteristic information, and converting the call record into the text information based on the target dialect voice model;
and if the voice records are not matched, converting the call records into the text information based on the standard voice model.
Optionally, the reservation instruction includes an in-station instant communication instruction, the communication identifier is an in-station communication protocol, the reservation session is an in-station instant communication session, the communication data is an in-station chat record, and the steps of establishing the reservation session with the service object based on the communication identifier and obtaining the communication data corresponding to the reservation session include:
After responding to the in-station instant communication instruction and acquiring the in-station communication protocol of the service object, establishing the in-station instant communication session with the service object in the same station based on the in-station communication protocol;
and acquiring the in-station chat record corresponding to the in-station instant messaging session.
Optionally, the reservation instruction is a cross-station instant messaging instruction, the communication identifier is a cross-station communication protocol, the reservation session is a cross-station communication session, the communication data is a cross-station chat record, and the steps of establishing the reservation session with the service object based on the communication identifier and obtaining the communication data corresponding to the reservation session include:
after responding to the cross-station instant communication instruction and acquiring the cross-station communication protocol of the service object, establishing the cross-station communication session with the service object between different stations based on the cross-station communication protocol;
and acquiring the cross-station chat record corresponding to the cross-station communication session.
Optionally, the step of establishing the cross-station communication session with the service object between different stations based on the cross-station communication protocol includes:
Determining a communication address of a second client associated with the engineer client according to the cross-station communication protocol, wherein the second client is a background resident program of the service object;
acquiring a communication address of the engineer client;
and establishing the cross-station communication session between the engineer client and the second client based on the communication address of the second client and the communication address of the engineer client.
Optionally, when the semantic content corresponding to the communication data matches with the reference semantic information, the step of determining that the work order reservation to be processed is successful includes:
extracting text content corresponding to the communication data;
determining a text semantic vector corresponding to the text content in a semantic space based on a preset semantic analysis model;
matching the text semantic vector with a reference semantic vector corresponding to the reference semantic information, and determining the matching degree between the text semantic vector and the reference semantic vector;
and when the matching degree is larger than a preset matching threshold, determining that the work order reservation to be processed is successful.
In addition, to achieve the above object, the present invention also provides a processing apparatus for work order data, including: the system comprises a memory, a processor and a reservation program of a work order which is stored in the memory and can be run on the processor, wherein the reservation program of the work order realizes the steps of the work order data processing method when being executed by the processor.
In addition, in order to achieve the above object, the present invention also provides a computer-readable storage medium having stored thereon a processing program of work order data, which when executed by a processor, implements the steps of the processing method of work order data as described above.
The embodiment of the invention provides a processing method, equipment and a computer readable storage medium for work order data, wherein a reservation instruction is initiated through an engineer client, after a supervision reservation session is established between an engineer and a service object, the engineer inquires work order contents to the service object according to a certain platform requirement to generate communication data, and then the equipment automatically judges whether the communication contents meet the platform requirement according to the communication data, and when the communication data are met, the equipment determines that the work order reservation to be processed is successful, and ensures that the work order reservation is carried out before the engineer goes to the gate to process the work order, thereby achieving the effect of improving the work order data processing efficiency.
Drawings
FIG. 1 is a schematic architecture diagram of a hardware operating environment of a worksheet data processing device according to an embodiment of the present invention;
FIG. 2 is a flowchart of a first embodiment of a method for processing work order data according to the present invention;
FIG. 3 is a flowchart of a second embodiment of a method for processing work order data according to the present invention;
FIG. 4 is a flowchart of a third embodiment of a method for processing work order data according to the present invention;
FIG. 5 is a flowchart of a fourth embodiment of a method for processing work order data according to the present invention;
fig. 6 is a flowchart of a fifth embodiment of a processing method of work order data according to the present invention.
The achievement of the objects, functional features and advantages of the present invention will be further described with reference to the accompanying drawings, in conjunction with the embodiments.
Detailed Description
According to the invention, the communication data between the engineer client and the service object is mainly obtained, and whether the engineer reserves the work order before the service is carried out is judged according to the communication data, so that the work order reservation is ensured before the engineer carries out the service on the work order, and the problem that the platform cannot accurately evaluate responsibility of the two parties when the work order disputes occur between the client and the engineer after the work order is completed is avoided.
In order to better understand the above technical solution, exemplary embodiments of the present disclosure will be described in more detail below with reference to the accompanying drawings. While exemplary embodiments of the present disclosure are shown in the drawings, it should be understood that the present disclosure may be embodied in various forms and should not be limited to the embodiments set forth herein. Rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the scope of the disclosure to those skilled in the art.
As an implementation scheme, fig. 1 is a schematic architecture diagram of a hardware running environment of a processing device for work order data according to an embodiment of the present invention.
As shown in fig. 1, the processing device of work order data may include: a processor 1001, such as a CPU, memory 1005, user interface 1003, network interface 1004, communication bus 1002. Wherein the communication bus 1002 is used to enable connected communication between these components. The user interface 1003 may include a Display, an input unit such as a Keyboard (Keyboard), and the optional user interface 1003 may further include a standard wired interface, a wireless interface. The network interface 1004 may optionally include a standard wired interface, a wireless interface (e.g., WI-FI interface). The memory 1005 may be a high-speed RAM memory or a stable memory (non-volatile memory), such as a disk memory. The memory 1005 may also optionally be a storage device separate from the processor 1001 described above.
Those skilled in the art will appreciate that the architecture of the processing device for work order data shown in fig. 1 is not limiting of the processing device for work order data, and may include more or fewer components than shown, or may combine certain components, or a different arrangement of components.
As shown in fig. 1, the memory 1005, which is a storage medium, may include an operating system, a network communication module, a user interface module, and a processing program of work order data. The operating system is a program for managing and controlling hardware and software resources of the processing device of the worksheet data, a processing program of the worksheet data, and other software or program operations.
In the processing apparatus for work order data shown in fig. 1, the user interface 1003 is mainly used for connecting a terminal, and performs data communication with the terminal; the network interface 1004 is mainly used for a background server and is in data communication with the background server; the processor 1001 may be used to invoke a processing program of work order data stored in the memory 1005.
In this embodiment, the processing apparatus of work order data includes: a memory 1005, a processor 1001, and a processing program for work order data stored on the memory and executable on the processor, wherein:
when the processor 1001 calls a processing program of the work order data stored in the memory 1005, the following operations are performed:
responding to a reservation instruction triggered by an engineer client, and acquiring a communication identifier of a service object corresponding to a work order to be processed;
Establishing a reservation session with the service object based on the communication identifier, and acquiring communication data corresponding to the reservation session;
and when the semantic content corresponding to the communication data is matched with the reference semantic information, determining that the work order reservation to be processed is successful.
When the processor 1001 calls a processing program of the work order data stored in the memory 1005, the following operations are performed:
after responding to the voice dialing instruction and acquiring the telephone number of the service object, establishing a voice session with the service object based on the telephone number, and starting recording the voice session;
responding to a voice dialing end instruction corresponding to the voice session, and ending recording the voice session;
and acquiring the call record corresponding to the voice session.
When the processor 1001 calls a processing program of the work order data stored in the memory 1005, the following operations are performed:
converting the call record into text semantic information based on a preset voice recognition module;
determining whether target text information matched with the reference text semantic information exists in the text semantic information;
if yes, acquiring a call record screenshot uploaded by the engineer client;
Determining whether the telephone number of the service object exists in the call record screenshot;
if the work order to be processed exists, the work order reservation to be processed is determined to be successful.
When the processor 1001 calls a processing program of the work order data stored in the memory 1005, the following operations are performed:
extracting voice characteristic information in the call record and number region text information in the call record screenshot;
determining whether the voice characteristic information is matched with reference voice characteristic information in a voice characteristic library associated with the number region text information;
if so, calling a target dialect voice model corresponding to the reference voice characteristic information, and converting the call record into the text information based on the target dialect voice model;
and if the voice records are not matched, converting the call records into the text information based on the standard voice model.
When the processor 1001 calls a processing program of the work order data stored in the memory 1005, the following operations are performed:
after responding to the in-station instant communication instruction and acquiring the in-station communication protocol of the service object, establishing the in-station instant communication session with the service object in the same station based on the in-station communication protocol;
And acquiring the in-station chat record corresponding to the in-station instant messaging session.
When the processor 1001 calls a processing program of the work order data stored in the memory 1005, the following operations are performed:
after responding to the cross-station instant communication instruction and acquiring the cross-station communication protocol of the service object, establishing the cross-station communication session with the service object between different stations based on the cross-station communication protocol;
and acquiring the cross-station chat record corresponding to the cross-station communication session.
When the processor 1001 calls a processing program of the work order data stored in the memory 1005, the following operations are performed:
determining a communication address of a second client associated with the engineer client according to the cross-station communication protocol, wherein the second client is a background resident program of the service object;
acquiring a communication address of the engineer client;
and establishing the cross-station communication session between the engineer client and the second client based on the communication address of the second client and the communication address of the engineer client.
When the processor 1001 calls a processing program of the work order data stored in the memory 1005, the following operations are performed:
Extracting text content corresponding to the communication data;
determining a text semantic vector corresponding to the text content in a semantic space based on a preset semantic analysis model;
matching the text semantic vector with a reference semantic vector corresponding to the reference semantic information, and determining the matching degree between the text semantic vector and the reference semantic vector;
and when the matching degree is larger than a preset matching threshold, determining that the work order reservation to be processed is successful.
Based on the hardware architecture of the processing equipment of the work order data based on the data processing technology, the embodiment of the work order data processing method is provided.
Referring to fig. 2, in a first embodiment, the method for processing work order data includes the steps of:
step S10, responding to a reservation instruction triggered by an engineer client, and acquiring a communication identifier of a service object corresponding to a work order to be processed;
in this embodiment, a processing device (hereinafter referred to as a device) for job ticket data responds to a reservation instruction triggered from an engineer client, and obtains a communication identifier of a corresponding service object to be processed.
Alternatively, the device may include a server, and may include a mobile terminal, a PC terminal, and the like. It should be noted that, when the execution body is a server, the server performs the subsequent steps of communication identifier acquisition, reservation session establishment, communication data acquisition and voice content matching on the reservation instruction sent by the engineer, so that the calculation overhead of the terminal in executing the method of the embodiment can be reduced. When the execution subject is a terminal, the terminal performs the steps of subsequent communication identification acquisition, reservation session establishment, communication data acquisition and voice content matching on the reservation instruction sent by the engineer, and when the engineer is in a remote area with poor signals, the terminal cannot be connected with the network and/or the terminal network signals are poor, and the like, the terminal can execute the processing method in the embodiment and then feed back identification information of the completion of the reservation of the work order to be processed to the server.
The engineer client is characterized as an internet repair platform that the service engineer downloads and registers for certification of the engineer's identity.
The reservation instruction is characterized by an instruction triggered after an engineer clicks a reservation work order identifier in an engineer client, and when the equipment detects the trigger of the reservation instruction, the communication identifier of a service object corresponding to the work order to be processed is obtained. Optionally, the reservation instructions include, but are not limited to, voice dialing instructions, in-station instant messaging instructions, and cross-station instant messaging instructions. When the reservation instruction is a voice dialing instruction, the engineer communicates with the service object in a telephone mode; when the reservation instruction is an in-station instant communication instruction, namely, an engineer performs in-station communication with a service object through a chat module built in the engineer client (the service object client and the engineer client are on the same platform); when the reservation instruction is a cross-site instant messaging instruction, namely, an engineer performs off-site communication with a service object (the service object client and the engineer client are different platforms) through a cross-platform chat module built in the engineer client.
The work order to be processed is characterized by a work order which is requested to be repaired and issued by a customer through an Internet repair platform, and the Internet repair platform is matched with a proper engineer to carry out repair service on the work order according to work order information of the work order to be processed.
The service object is characterized as a client registered on the internet maintenance platform by a client issuing the work order to be processed. When the equipment identifies the service object corresponding to the work order to be processed, the unique identity information recorded when the client registers on the client is identified.
The communication identity is characterized by an identity of the communication means between the engineer client and the service object. Optionally, the communication identifier includes, but is not limited to, a telephone number, an intra-station communication protocol, and a trans-station communication protocol, wherein when the engineer selects different reservation instructions, the type of communication identifier of the acquired service object is also different. For example, the communication identifier corresponding to the voice dialing instruction is a telephone number.
Step S20, establishing a reservation session with the service object based on the communication identifier, and acquiring communication data corresponding to the reservation session;
in this embodiment, after the communication identifier is acquired, the device establishes a reservation session with the service object based on the communication identifier, and acquires communication data corresponding to the reservation session.
The reservation session is characterized as a communication session between an engineer and a service object that is temporarily initiated for an on-hold reservation service for a work order to be processed. Optionally, the reservation session includes, but is not limited to, a voice session, an in-station instant messaging session, and a cross-station instant messaging session, wherein when the types of the acquired communication identifications are different, the types of the corresponding established reservation sessions are also different. For example, the reservation session corresponding to the telephone number is a voice session.
The communication data is characterized by data generated after communication exchange of the reservation work order between the engineer client and the service object client based on the established reservation session. Optionally, the communication data includes, but is not limited to, a call record, an in-station chat record, and a cross-station chat record, where when the type of the established reservation session is different, the communication data corresponding to the session is also different. For example, the communication data corresponding to the voice session is a call record.
And step S30, when the semantic content corresponding to the communication data is matched with the reference semantic information, determining that the work order reservation to be processed is successful.
In this embodiment, after the communication data is obtained, the semantic content corresponding to the communication data is paired with the reference semantic information preset in the semantic matching database, and when the semantic content is matched with the corresponding reference semantic information in the database, which means that the device detects that the engineer has contacted the service object in advance before going up, and the contact content (i.e., the communication data) between the two meets the platform requirement specified by the internet maintenance platform, the reservation of the work order to be processed is determined to be successful.
Optionally, the matching manner between the semantic content and the reference semantic information may be: firstly, extracting text content corresponding to the communication data, wherein if the data type of the communication data is text data, the text data is directly determined to be the text content, if the data type is picture data, the text content in the picture data is extracted based on a preset picture text recognition algorithm, and if the data type is voice data, the voice data is converted into the text content based on a preset natural language recognition algorithm. Then, based on a preset semantic analysis model, determining text semantic vectors corresponding to the text contents in a semantic space, namely converting each text content into a vector with the semantic in the semantic space, wherein the semantic vectors are characterized as vectors for converting the text contents into the semantic space, and the semantic space is characterized as a space formed by a data set based on a semantic structure. By converting text content into semantic vectors in semantic space, the device can be made to "understand" the meaning of the text. Further, matching the text semantic vector with a reference semantic vector of the reference semantic information, determining the matching degree between the text semantic vector and the reference semantic vector, and determining that the work order reservation to be processed is successful when the matching degree is larger than a preset matching threshold.
Illustratively, let the reference semantic information be "platform", "time to start", "address", "repair", the text content of the obtained communication data be "hello", i is a repair master of XX platform "," is there a television that needs repair is? "you are the content such as XXX" you reserve the time of going up is XX point ", after converting the aforesaid text content into the semantic vector, match with the aforesaid reference semantic vector that the reference semantic information corresponds to, the matching degree of the term of identifying" platform "is 100%. The matching degree between the address and the term of repair is identified as 0.8, the matching degree between the term of repair and the term of repair is identified as 0.7, the matching degree of the term of up time is identified as 1, the matching degree threshold value is set as 0.5, the matching degree of four pieces of semantic information serving as references is larger than the matching degree threshold value of 0.5, and the equipment determines that the work order reservation is completed.
Optionally, after the reservation of the work order to be processed is successful, the device outputs a reservation success prompt to the engineer client to inform the engineer that the reservation of the work order to be processed is successful, and can trigger the on-door maintenance operation.
In the technical scheme provided by the embodiment, after a reservation instruction is initiated through an engineer client, and a supervised reservation session is established between an engineer and a service object, the engineer inquires the contents of a work order to the service object according to a certain platform requirement to generate communication data, and then equipment automatically judges whether the communication contents meet the platform requirement according to the communication data, and when the communication contents meet the platform requirement, the reservation of the work order to be processed is determined to be successful, so that the work order reservation is carried out before the engineer goes to the gate to process the work order, and the effect of improving the work order data processing efficiency is achieved.
Referring to fig. 3, in the second embodiment, based on the first embodiment, the step S20 includes:
step S21, after responding to the voice dialing instruction and acquiring the telephone number of the service object, establishing a voice session with the service object based on the telephone number, and starting recording the voice session;
step S22, responding to the voice dialing end instruction corresponding to the voice session and ending recording the voice session;
step S23, the call record corresponding to the voice conversation is obtained.
Optionally, in this embodiment, the engineer selects the voice dialing mode to communicate with the service object as the scene. The device establishes a voice conversation between the engineer and the service object according to the telephone number, the device starts recording the voice conversation, when the conversation between the engineer and the service object is ended, the engineer or the service object presses a conversation ending key to trigger a voice dialing ending instruction corresponding to the voice conversation, and the device ends recording. The device obtains the call record recorded in the voice session as communication data.
When the device is a server, the server executes call recording operation, and the recorded call recording is cached on a storage area of the server, the call recording is called from the storage area, and the cache is cleared after communication data matching operation is executed according to the call recording; when the equipment is a terminal, the terminal executes call recording operation and caches in a storage space of the terminal, and after executing communication data matching operation according to the call recording, the cache is cleared.
Wherein, the S30 includes:
step S31, converting the call record into text semantic information based on a preset voice recognition module;
step S32, determining whether target text information matched with the reference text semantic information exists in the text semantic information;
step S33, if yes, acquiring a call record screenshot uploaded by the engineer client;
step S34, determining whether the telephone number of the service object exists in the call record screenshot;
and step S35, if the work order to be processed is reserved successfully, determining that the work order to be processed is reserved successfully.
Optionally, in this embodiment, under the same voice dialing scenario, the device converts the call record into text semantic information based on a preset voice recognition module, and determines whether there is target text information matched with the reference text semantic information in the text semantic information, where the reference text semantic information is characterized as information that needs to be confirmed before the engineering is on the gate, including but not limited to information such as a gate address, a gate time, a maintenance order content, and the like. After judging that the text semantic information converted by the call record is matched with the content, further acquiring a call record screenshot uploaded by an engineer client, and then determining whether a telephone number of a service object exists in the call record screenshot, namely, when the equipment confirms that the engineer and the service object are in call, the equipment confirms that the call content meets the requirement of a platform where the equipment is located, and when both conditions are met, judging that the reservation of the work order to be processed is successful.
In a specific embodiment, after clicking a reservation button of an engineer client downloaded in a mobile terminal, an engineer acquires configuration information issued by a server, jumps to a dialing interface of the mobile terminal and starts a recording, when the engineer finishes making a call, the recording ends and saves a call recording, the engineer clicks an uploading identifier of 'client call screenshot proof uploading' on a reservation work order interface, the engineer uploads the call screenshot, at the moment, a client background uploads the recording automatically (without the operation of the engineer), receives the call screenshot uploaded by the client, a work order number of a work order to be processed, calls the recording, the server performs picture text extraction, filters out text and letters, only retains the numbers, obtains a plurality of sets of number strings representing telephone numbers, the server acquires the work order through the work order number, associates the telephone with the previously extracted plurality of sets of number strings, compares the number strings, and considers that the call screenshot is identified as passing when the comparison is consistent. The server then converts the call record into characters based on a preset voice recognition module, acquires a work order record comparison content configuration item through a work order number, compares the work order record comparison content configuration item with the audio-frequency conversion characters, considers that voice recognition is passed if the audio-frequency character content contains the configured comparison content, determines that the work order reservation is successful after the voice recognition and the picture recognition are passed, and feeds back a work order reservation completion identification to an engineer client.
In the technical scheme provided by the embodiment, when the engineer selects the voice dialing mode to communicate with the service object, whether the work order is reserved or not is determined together according to the voice records of the two calls and the call record screenshot uploaded by the engineer, so that the work order reservation is ensured before the engineer goes to the gate to process the work order, and the effect of improving the work order data processing efficiency is achieved.
Referring to fig. 4, in a third embodiment, based on any one of the embodiments, the step S31 includes:
step S311, extracting the voice characteristic information in the call record and the number region text information in the call record screenshot;
step S312, determining whether the voice feature information is matched with the reference voice feature information in the voice feature library associated with the number region text information;
step 313, if matching, calling a target dialect voice model corresponding to the reference voice feature information, and converting the call record into the text information based on the target dialect voice model;
and step S314, if the voice call record is not matched, converting the voice call record into the text information based on the standard voice model.
Alternatively, in this embodiment, considering the problem of accents of both parties when an engineer is talking with a service object, if only a speech recognition module of one speech model is used for recognition, the effect of speech recognition will be poor when accents of either party are heavy. Based on this, the speech recognition module in this embodiment is provided with one standard speech model and dialect speech models of a plurality of different regions. And when the accent of one party of the two parties of the call is matched with the dialect of the area, calling the dialect voice model to convert the call record. Alternatively, the standard speech model may be a mandarin chinese speech model.
The device extracts voice feature information in the call record and a field that the number area text information corresponding to the call number in the call record screenshot is Guangzhou city in Guangdong, and when the voice feature information extracted in the call record and the reference Guangdong voice feature information corresponding to the Guangdong feature library are matched, if the voice feature library associated with the number area text information is considered to be Guangdong, the voice feature information extracted in the call record and the reference Guangdong voice feature information corresponding to the Guangdong voice feature library are matched, and when the voice feature information is matched, an engineer is judged to speak Guangdong when the call is taken, and when the call record is converted, a Guangdong voice model corresponding to the Guangdong voice feature information is called to convert. If the matching is not up, adopting a default standard voice model to perform voice conversion.
In the technical scheme provided by the embodiment, the conversation record is identified and converted by setting a plurality of voice models, so that the voice identification accuracy rate when an engineer selects a voice dialing scene to communicate with a service object is improved, and the work order data processing efficiency is further improved.
Referring to fig. 5, in a fourth embodiment, based on any one of the embodiments, the step S20 includes:
Step S24, after responding to the in-station instant communication instruction and acquiring the in-station communication protocol of the service object, establishing the in-station instant communication session with the service object in the station based on the in-station communication protocol;
step S25, the in-station chat record corresponding to the in-station instant messaging session is obtained.
Optionally, in this embodiment, when the engineer selects the in-station instant communication instruction to communicate with the service object, the device responds to the in-station instant communication instruction triggered by the engineer client and obtains an in-station communication protocol of the service object, and then establishes an in-station instant communication session with the service object in the station based on the in-station communication protocol, and obtains an in-station chat record recorded during the in-station instant communication session after the in-station instant communication session is ended.
By clicking a contact client identifier in a client of an engineer, after the client agrees to request, an instant session window between the client of the engineer and the client of the same platform is established, the engineer communicates with the client in the instant session window, confirms the on address, the on time and the maintenance work order content of a work order to be processed, after the client confirms, the client or the engineer clicks a session end identifier in the instant session window, the two parties can not communicate any more but a chat record can be reserved, the chat record is acquired by equipment and is used as an in-station chat record, and when fields such as an address, a time, a reservation work order are identified from the in-station chat record, the reservation work order application of the engineer is confirmed to be valid, and the reservation success of the work order to be processed is confirmed.
In the technical scheme provided by the embodiment, when the engineer selects the communication mode in the station to communicate with the service object, the work order reservation is ensured before the engineer goes to the gate to process the work order according to the chat records of the two parties, so that the work order data processing efficiency is improved.
Referring to fig. 6, in a fifth embodiment, based on any one of the embodiments, the step S20 includes:
step S26, after responding to the cross-station instant communication instruction and acquiring the cross-station communication protocol of the service object, establishing the cross-station communication session with the service object between different stations based on the cross-station communication protocol;
step S27, obtaining the cross-site chat record corresponding to the cross-site communication session.
Optionally, in this embodiment, in order to avoid that when an engineer dials a call to a client or an in-station communication request is required, when the client cannot receive the communication request in time due to arrearage of telephone charges or the lack of operation of an internet maintenance platform, when the engineer selects a cross-station communication mode to communicate with a service object, the device responds to a cross-station instant communication instruction triggered by the engineer client and obtains a cross-station communication protocol of the service object, then establishes an in-station instant communication session between the engineer and the service object between different stations based on the cross-station communication protocol, and obtains a cross-station chat record recorded in the process of the cross-station instant communication session after the cross-station instant communication session is ended.
Specifically, the engineer client communicates to a second client, which is characterized as a background resident program of the service object. A cross-site communication protocol is pre-established between the engineer client and the second client, and the engineer client can establish communication connection with the second client according to the cross-site communication protocol.
By way of example, an engineer clicks the mark of "push reservation work order confirmation request to B" in the engineer client a, the client B of the background resident program of the customer pushes a message "you have a reservation work order confirmation request from B" to the customer, after the customer clicks the push message, a cross-platform instant session window is generated in the interface of the program B, the engineer can send a message in the instant session window of the client a, the message is received in the instant session window of the client B of the customer, the engineer confirms the address, the time and the maintenance work order content of the work order to be processed to the customer through the client a, after the customer confirms, the customer or the engineer clicks the mark of "session end" in the instant session window, the two parties cannot continue to communicate but the chat record can be reserved, and the equipment acquires the chat record as a cross-station record, and when the cross-station record contains the fields of "address", "time", "reservation" and the maintenance work order "and the like, the reservation work order application of the engineer is determined to be valid, and the work order to be successfully processed is determined.
In the technical scheme provided by the embodiment, in order to avoid that when an engineer dials a call to a customer or a communication request in a station is required, the customer confirms a reserved work order to the customer in a cross-station communication mode when the customer cannot receive the communication request in time due to arrearage of telephone charges or non-operation of an internet maintenance platform, so that the customer can see the confirmation request in time, work order information is fed back to the engineer in time, and the equipment ensures that the work order reservation is carried out before the engineer goes to the gate to process the work order according to chat records of the two parties, thereby improving the processing efficiency of work order data.
Furthermore, it will be appreciated by those of ordinary skill in the art that all or part of the flow of the methods implementing the above embodiments may be successfully performed by computer programs to instruct related hardware. The computer program comprises program instructions, and the computer program may be stored in a storage medium, which is a computer readable storage medium. The program instructions are executed by at least one processor in the processing device of the work order data to implement the flow steps of the embodiments of the method described above.
Accordingly, the present invention also provides a computer-readable storage medium storing a processing program of work order data, which when executed by a processor, implements the steps of the processing method of work order data as described in the above embodiments.
The computer readable storage medium may be a usb disk, a removable hard disk, a Read-Only Memory (ROM), a magnetic disk, or an optical disk, etc. which may store the program code.
It should be noted that, because the storage medium provided in the embodiments of the present application is a storage medium used to implement the method in the embodiments of the present application, based on the method described in the embodiments of the present application, a person skilled in the art can understand the specific structure and the modification of the storage medium, and therefore, the description thereof is omitted herein. All storage media used in the methods of the embodiments of the present application are within the scope of protection intended in the present application.
It will be appreciated by those skilled in the art that embodiments of the present invention may be provided as a method, system, or computer program product. Accordingly, the present invention may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present invention may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.
The present invention is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems) and computer program products according to embodiments of the invention. It will be understood that each flow and/or block of the flowchart illustrations and/or block diagrams, and combinations of flows and/or blocks in the flowchart illustrations and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
It should be noted that in the claims, any reference signs placed between parentheses shall not be construed as limiting the claim. The word "comprising" does not exclude the presence of elements or steps not listed in a claim. The word "a" or "an" preceding an element does not exclude the presence of a plurality of such elements. The invention may be implemented by means of hardware comprising several distinct elements, and by means of a suitably programmed computer. In the unit claims enumerating several means, several of these means may be embodied by one and the same item of hardware. The use of the words first, second, third, etc. do not denote any order. These words may be interpreted as names.
While preferred embodiments of the present invention have been described, additional variations and modifications in those embodiments may occur to those skilled in the art once they learn of the basic inventive concepts. It is therefore intended that the following claims be interpreted as including the preferred embodiments and all such alterations and modifications as fall within the scope of the invention.
It will be apparent to those skilled in the art that various modifications and variations can be made to the present invention without departing from the spirit or scope of the invention. Thus, it is intended that the present invention also include such modifications and alterations insofar as they come within the scope of the appended claims or the equivalents thereof.
Claims (7)
1. A method for processing work order data, the method comprising:
responding to a reservation instruction triggered by an engineer client, and acquiring a communication identifier of a service object corresponding to a work order to be processed;
establishing a reservation session with the service object based on the communication identifier, and acquiring communication data corresponding to the reservation session;
when the semantic content corresponding to the communication data is matched with the reference semantic information, determining that the work order reservation to be processed is successful;
the reservation instruction comprises a voice dialing instruction, the communication identifier comprises a telephone number, the reservation session comprises a voice session, the communication data comprises a call record, and the steps of establishing the reservation session with the service object based on the communication identifier and acquiring the communication data corresponding to the reservation session comprise the following steps:
After responding to the voice dialing instruction and acquiring the telephone number of the service object, establishing a voice session with the service object based on the telephone number, and starting recording the voice session;
responding to a voice dialing end instruction corresponding to the voice session, and ending recording the voice session;
acquiring the call record corresponding to the voice session;
when the semantic content corresponding to the communication data is matched with the reference semantic information, the step of determining that the work order reservation to be processed is successful comprises the following steps:
extracting voice characteristic information in the call record and number region text information in a call record screenshot uploaded by the engineer client;
determining whether the voice characteristic information is matched with reference voice characteristic information in a voice characteristic library associated with the number region text information;
if so, calling a target dialect voice model corresponding to the reference voice characteristic information, and converting the call record into text semantic information based on the target dialect voice model;
if the voice call record is not matched with the text semantic information, converting the voice call record into the text semantic information based on a standard voice model;
Determining whether target text semantic information matched with the reference text semantic information exists in the text semantic information;
if yes, determining whether the telephone number of the service object exists in the call record screenshot;
if the work order to be processed exists, the work order reservation to be processed is determined to be successful.
2. The method of claim 1, wherein the subscription instruction comprises an in-station instant messaging instruction, the communication identifier is an in-station communication protocol, the subscription session is an in-station instant messaging session, the communication data is an in-station chat record, and the steps of establishing a subscription session with the service object based on the communication identifier and obtaining communication data corresponding to the subscription session comprise:
after responding to the in-station instant communication instruction and acquiring the in-station communication protocol of the service object, establishing the in-station instant communication session with the service object in the same station based on the in-station communication protocol;
and acquiring the in-station chat record corresponding to the in-station instant messaging session.
3. The method of claim 1, wherein the reservation instruction is a cross-site instant messaging instruction, the communication identifier is a cross-site communication protocol, the reservation session is a cross-site communication session, the communication data is a cross-site chat record, and the steps of establishing a reservation session with the service object based on the communication identifier and obtaining the communication data corresponding to the reservation session comprise:
After responding to the cross-station instant communication instruction and acquiring the cross-station communication protocol of the service object, establishing the cross-station communication session with the service object between different stations based on the cross-station communication protocol;
and acquiring the cross-station chat record corresponding to the cross-station communication session.
4. The method of claim 3, wherein the step of establishing the cross-site communication session with the service object between different sites based on the cross-site communication protocol comprises:
determining a communication address of a second client associated with the engineer client according to the cross-station communication protocol, wherein the second client is a background resident program of the service object;
acquiring a communication address of the engineer client;
and establishing the cross-station communication session between the engineer client and the second client based on the communication address of the second client and the communication address of the engineer client.
5. The method of claim 1, wherein the step of determining that the reservation of the work order to be processed is successful when the semantic content corresponding to the communication data matches the reference semantic information comprises:
Extracting text content corresponding to the communication data;
determining a text semantic vector corresponding to the text content in a semantic space based on a preset semantic analysis model;
matching the text semantic vector with a reference semantic vector corresponding to the reference semantic information, and determining the matching degree between the text semantic vector and the reference semantic vector;
and when the matching degree is larger than a preset matching threshold, determining that the work order reservation to be processed is successful.
6. A processing apparatus of work order data, characterized in that the processing apparatus of work order data comprises: a memory, a processor and a processing program of work order data stored in the memory and executable on the processor, the processing program of work order data implementing the steps of the processing method of work order data according to any one of claims 1 to 5 when executed by the processor.
7. A computer-readable storage medium, wherein a processing program of work order data is stored on the computer-readable storage medium, which when executed by a processor, implements the steps of the processing method of work order data according to any one of claims 1 to 5.
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