CN116127069A - Batch processing work order generation method and device, computer equipment and storage medium - Google Patents
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Abstract
The invention relates to the technical field of intelligent cabinets and discloses a batch processing work order generation method, a batch processing work order generation device, computer equipment and a storage medium, wherein the method extracts feedback keywords corresponding to feedback information of each user by receiving feedback information of a plurality of users; determining feedback questions corresponding to the feedback information of each user according to the question description keywords, the associated cabinet keywords and the associated service keywords, and forming a feedback question set; performing de-duplication treatment on the feedback problem set to obtain a plurality of problems to be solved; matching association relations among a plurality of problems to be solved, and dividing the problems to be solved into a plurality of association problem groups according to the association relations; if the number of the problems to be solved in the associated problem group is greater than the preset number, creating a batch processing work order according to the associated problem group. The batch processing work order generation method can avoid work order pool explosion in a short time, improve work order processing efficiency and ensure timeliness of work order processing.
Description
Technical Field
The invention relates to the technical field of intelligent cabinets, in particular to a batch processing work order generation method, a batch processing work order generation device, computer equipment and a storage medium.
Background
In order to continuously improve cabinet performance of the intelligent cabinet and use experience of users, a customer service center needs to carry out operation and maintenance management according to the problem fed back by the users, a work order and a dispatching order are created through a work order system, and operation and maintenance personnel process the work order according to a solution in the work order after receiving the work order so as to solve the problem. In the prior art, when the same user in the same channel feeds back the same problem, the customer service center can perform duplicate checking on the feedback problem, so that duplicate worksheets of the same problem are prevented from being created. However, due to randomness of the problems, when feedback channels are different, feedback clients are different or specific associated data are different, the feedback problems cannot be uniformly processed, so that a plurality of work orders are created and distributed one by one, and work order pool explosion is caused in a short time. The operation and maintenance personnel need to process and confirm the work orders one by one, so that the work order processing efficiency is difficult to ensure, and the problem can not be solved in time.
Disclosure of Invention
Based on the above, it is necessary to provide a batch processing work order generation method, device, computer equipment and storage medium to solve the problems of low work order processing efficiency and untimely solution.
A batch processing work order generation method comprises the following steps:
receiving a plurality of user feedback information, and extracting feedback keywords corresponding to the user feedback information; the feedback keywords comprise problem description keywords, associated cabinet keywords and associated business keywords;
determining feedback questions corresponding to the user feedback information according to the question description keywords, the associated cabinet keywords and the associated service keywords, and forming a feedback question set; performing de-duplication processing on the feedback problem set to obtain a plurality of problems to be solved;
matching association relations among a plurality of problems to be solved, and dividing the problems to be solved into a plurality of association problem groups according to the association relations;
if the number of the problems to be solved in the associated problem group is larger than the preset number, creating a batch processing work order according to the associated problem group.
A batch job ticket generating apparatus comprising:
the keyword extraction module is used for receiving a plurality of user feedback information and extracting feedback keywords corresponding to the user feedback information; the feedback keywords comprise problem description keywords, associated cabinet keywords and associated business keywords;
the problem duplication elimination module is used for determining feedback problems corresponding to the user feedback information according to the problem description keywords, the associated cabinet keywords and the associated service keywords to form a feedback problem set; performing de-duplication processing on the feedback problem set to obtain a plurality of problems to be solved;
the association matching module is used for matching association relations among a plurality of problems to be solved, and dividing the problems to be solved into a plurality of association problem groups according to the association relations;
and the batch processing work order creation module is used for creating batch processing work orders according to the associated problem group if the number of the problems to be solved in the associated problem group is larger than the preset number.
A computer device comprising a memory, a processor and computer readable instructions stored in the memory and executable on the processor, the processor implementing the batch job ticket generation method described above when executing the computer readable instructions.
One or more readable storage media storing computer-readable instructions that, when executed by one or more processors, cause the one or more processors to perform a batch job ticket generation method as described above.
The batch processing work order generation method, the batch processing work order generation device, the computer equipment and the storage medium are characterized in that feedback keywords corresponding to feedback information of each user are extracted by receiving the feedback information of a plurality of users; determining feedback questions corresponding to the feedback information of each user according to the question description keywords, the associated cabinet keywords and the associated service keywords, and forming a feedback question set; performing de-duplication treatment on the feedback problem set to obtain a plurality of problems to be solved; matching association relations among a plurality of problems to be solved, and dividing the problems to be solved into a plurality of association problem groups according to the association relations; if the number of the problems to be solved in the associated problem group is greater than the preset number, creating a batch processing work order according to the associated problem group. According to the batch processing work order generation method, on one hand, the to-be-solved problems with a unified solution are associated and matched, and batch processing work orders are created, so that the work orders of the to-be-solved problems do not need to be respectively built and issued one by one, and the problem of work order pool explosion in a short time can be avoided; on the other hand, after the batch processing worksheets are distributed and issued, batch processing and worksheets forming can be carried out according to a unified solution, the worksheets do not need to be solved one by one and formed one by one, the worksheet processing efficiency is improved, and the timeliness of worksheet processing is ensured.
Drawings
In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the drawings that are needed in the description of the embodiments of the present invention will be briefly described below, it being obvious that the drawings in the following description are only some embodiments of the present invention, and that other drawings may be obtained according to these drawings without inventive effort for a person skilled in the art.
FIG. 1 is a flow chart of a batch job ticket generation method according to an embodiment of the present invention;
FIG. 2 is a schematic diagram of a batch job ticket generating apparatus according to an embodiment of the present invention;
FIG. 3 is a schematic diagram of a computer device in accordance with an embodiment of the present invention.
Detailed Description
The following description of the embodiments of the present invention will be made clearly and fully with reference to the accompanying drawings, in which it is evident that the embodiments described are some, but not all embodiments of the invention. All other embodiments, which can be made by those skilled in the art based on the embodiments of the invention without making any inventive effort, are intended to be within the scope of the invention.
In one embodiment, as shown in FIG. 1, a batch job ticket generation method is provided, comprising the following steps S10-S40.
S10, receiving a plurality of user feedback information, and extracting feedback keywords corresponding to the user feedback information; the feedback keywords comprise problem description keywords, associated cabinet keywords and associated business keywords.
Understandably, customer service centers are provided with a variety of feedback channels, such as telephone, intelligent cabinet application messages, short messages, mail, etc. The customer service robot of the customer service center receives a plurality of user feedback information fed back based on different channels, different users and different scenes, and extracts feedback keywords corresponding to the user feedback information. For example, the intelligent customer service robot connects the feedback telephone of the user, collects the voice feedback information of the user, performs semantic analysis on the voice feedback information, extracts the problem description keywords, and determines the associated cabinet keywords and the associated service keywords associated with the caller number according to the caller number of the current user.
S20, determining feedback questions corresponding to the user feedback information according to the question description keywords, the associated cabinet keywords and the associated business keywords, and forming a feedback question set; and carrying out de-duplication processing on the feedback problem set to obtain a plurality of problems to be solved.
Understandably, the feedback problem is a problem determined according to feedback information of each user, one user feedback information corresponding to one feedback problem. According to the problem description keywords, the associated cabinet keywords and the associated service keywords, specific feedback problems, such as the problem that a piece taking service specific to the cabinet is lost in a grid article, can be determined. The problem to be solved is that the feedback problem is a problem after the repeated problem is removed, and the feedback problem is a problem which is not repeated and is actually waiting to be solved. And forming feedback problems corresponding to the feedback information of each user into a feedback problem set, wherein the feedback information of the users fed back on the basis of different channels, different users and different scenes possibly has repetition, so that the feedback problem set is required to be subjected to de-duplication processing, and a plurality of problems to be solved are obtained. For example, if a grid of a certain cabinet machine fails, the courier submits primary user feedback information through the intelligent cabinet application, and the intelligent cabinet pickup user submits primary user feedback information through a telephone. At this time, if the feedback problems corresponding to the user feedback information of the two users based on different channels are the same problem, the duplicate removal processing is performed, and the feedback problem of the feedback information of the two users is taken as a problem to be solved.
S30, matching association relations among a plurality of to-be-solved problems, and dividing the plurality of to-be-solved problems into a plurality of association problem groups according to the association relations.
Understandably, different problems to be solved correspond to different solutions, for example: networking, powering on, restarting the cabinet machine remotely, renting, rolling back software version, checking internal and external interfaces of business, checking short message channels, checking payment, and the like. The association relation between the problems to be solved refers to whether the solutions corresponding to different problems to be solved are unified or not, and if the two problems to be solved correspond to the unified solutions, the association relation exists. One solution corresponds to one solution, but one solution may correspond to a plurality of solutions, for example, a solution that a user forgets to take a piece of code needs to remotely control the gate opening, and a solution that a code scanning error also needs to remotely control the gate opening. Acquiring solutions corresponding to all the problems to be solved, matching the solutions corresponding to all the problems to be solved, and establishing an association relation according to the matching result; and creating an association problem group (such as a remote restarting cabinet group) for the problems to be solved with the association relation, and dividing the problems to be solved into a plurality of association problem groups.
And S40, if the number of the problems to be solved in the associated problem group is greater than a preset number, creating a batch processing work order according to the associated problem group.
It is understood that the preset number is a preset number threshold, for example, 3, that is, a batch job ticket is created when the number of questions to be solved in the associated question group is greater than 3. A batch processing work order is created by one associated problem group, and comprises a plurality of sub work orders, wherein each sub work order corresponds to one problem to be solved in the associated problem group, namely, the batch processing work order can solve a plurality of feedback problems of different channels, different users and different scenes. After the batch processing work orders are created, the batch processing work orders are distributed and issued to preset processing persons according to preset distribution rules, so that the preset processing persons process the batch processing work orders. The preset allocation rule is a preset association rule between a processor and a solution, for example, a batch job ticket of a cabinet fault type solution is allocated to a maintenance team. After the batch processing work order is processed and forms, if a message notification is required to be sent to the fed-back users, the users related to the feedback information of all the users in the batch processing work order are sent in batches in different channels and scenes.
In the embodiment, feedback keywords corresponding to feedback information of each user are extracted by receiving the feedback information of a plurality of users; determining feedback questions corresponding to the feedback information of each user according to the question description keywords, the associated cabinet keywords and the associated service keywords, and forming a feedback question set; performing de-duplication treatment on the feedback problem set to obtain a plurality of problems to be solved; matching association relations among a plurality of problems to be solved, and dividing the problems to be solved into a plurality of association problem groups according to the association relations; if the number of the problems to be solved in the associated problem group is greater than the preset number, creating a batch processing work order according to the associated problem group. On one hand, the method carries out association matching on the to-be-solved problems with a unified solution and creates batch processing worksheets, and the worksheets of the to-be-solved problems do not need to be respectively built and issued one by one, so that the problem of worksheet pool explosion in a short time can be avoided; on the other hand, after the batch processing worksheets are distributed and issued, batch processing and worksheets forming can be carried out according to a unified solution, the worksheets do not need to be solved one by one and formed one by one, the worksheet processing efficiency is improved, and the timeliness of worksheet processing is ensured.
Optionally, in step S40, after creating the batch processing worksheet according to the associated problem group, the method includes:
s401, if the batch processing work order is in the waiting time, receiving first newly-added user feedback information;
s402, determining a first new problem corresponding to the first new user feedback information;
s403, if the first newly added problem belongs to the associated problem group, creating a first newly added work order according to the first newly added problem;
s404, merging the first newly added work order to the batch processing work order.
The waiting time is understood to mean the time from the completion of the creation of the batch job ticket to the receipt of the batch job ticket by the preset handler and the start of the processing, and the waiting time of the batch job ticket may be manually set, for example, set to 10 minutes by default. The first new user feedback information refers to the new user feedback information received during the waiting time of a batch job ticket. And receiving the first new user feedback information, and determining a first new problem corresponding to the first new user feedback information. The first newly added to-be-handled work order is a sub work order corresponding to the first newly added question. If the first newly-added problem belongs to the associated problem group corresponding to the created batch work order, namely, the number of the problems to be solved of the associated problem group is increased by one, the first newly-added work order is created according to the first newly-added problem, and the first newly-added work order is merged into the batch work order according to the type of the batch work order. If the problem corresponding to the created batch work order is still existed beyond the waiting time, the batch work order is re-created.
In the embodiment, if the newly added problem associated with the associated problem group still exists in the waiting time range of the batch processing work order, the batch processing work order is automatically updated, the newly added problem can be processed in time, and timeliness of work order processing is ensured.
Optionally, in step S40, after creating the batch processing worksheet according to the associated problem group, the method further includes:
s405, receiving processing results of a plurality of batch processing worksheets;
s406, storing the batch processing work orders which are completed as the processing results into a preset database;
s407, when the first number of the completed batch processing worksheets in the preset database is larger than the first preset number, acquiring worksheet training data associated with the batch processing worksheets from the preset database;
s408, processing the work order training data through a preset algorithm to generate a batch processing work order recognition model; and adding batch job ticket identification for each to-be-solved problem in the associated problem group associated with the batch job ticket.
Understandably, after the batch processing work orders are distributed and issued to the preset handler, the preset handler processes the batch processing work orders, and the preset handler returns a processing result after the processing is completed. And storing the batch processing worksheets with the processing results being completed into a preset database, wherein the preset database is a preset database for storing worksheet processing data, and the worksheet processing data comprises all characteristic data and attribute data such as user feedback information, to-be-solved problem types, solution data and the like associated with the batch processing worksheets. The first number is the number of completed batch worksheets in the preset database, the first preset number is a preset number threshold value of the completed batch worksheets, and the first preset number can be set according to the requirement of model training sample data. And when the first quantity is larger than the first preset quantity, acquiring work order processing data associated with the batch processing work order from a preset database as work order training data. The preset algorithm is a neural network deep learning algorithm, and the work order training data is processed through the preset algorithm to generate a batch processing work order recognition model. The batch job ticket identification model may be described in terms of a solution's associated problem set, such as one solution building a specified type of batch job ticket identification model, or multiple solutions building a full type of batch job ticket identification model. The customer service robot can judge the problem to be solved through the batch processing work order identification model, and adds a batch processing work order identification of a corresponding type for each problem to be solved in the associated problem group associated with the batch processing work order. The batch job ticket identifier indicates the type of the batch job ticket of the current problem to be solved, and the problem to be solved corresponding to different solutions has different batch job ticket identifiers.
According to the method, the device and the system, machine learning and analysis modeling are conducted on the work order processing data of the batch work order, a batch work order identification model is generated, batch work order identification is added for the to-be-solved problems of the associated problem group, rapid identification and matching of the to-be-solved problems are facilitated, and the intelligentization of batch work order generation is improved.
Optionally, in step S408, after the processing the work order training data by the preset algorithm to generate the batch processing work order identification model, the method further includes:
s4081, receiving second newly added user feedback information;
s4082, determining a second newly added problem corresponding to the second newly added user feedback information;
s4083, identifying the second newly added problem through the batch processing work order identification model to obtain a batch processing work order identification of the second newly added problem; creating a second newly added to-be-handled work order according to the second newly added problem;
s4084, inquiring a second number of to-be-handled worksheets associated with the batch processing worksheet identification;
s4085, if the second number is greater than or equal to the second preset number, merging all to-be-handled worksheets associated with the batch processing worksheet identifiers to generate to-be-handled batch processing worksheets.
Understandably, the second new user feedback information is new user feedback information based on a certain channel, a certain user and a certain scene after generating the batch processing work order identification model. The second newly added problem is a problem corresponding to the feedback information of the second newly added user, and the second newly added problem is identified through the batch processing work order identification model, so that the batch processing work order identification of the second newly added problem is obtained. And creating a second newly added to-be-handled work order according to the second newly added problem, wherein the second newly added to-be-handled work order is a sub work order corresponding to the second newly added problem. The second number is the number of to-be-handled worksheets associated with the batch worksheet identifiers, different batch worksheet identifiers correspond to different numbers of to-be-handled worksheets, and the second preset number is a preset number threshold value for creating batch worksheets according to the batch worksheet identifiers and can be set according to the condition requirements of batch processing. Inquiring the second number of the to-be-handled worksheets associated with the batch worksheet identification, and if the second number is greater than or equal to the second preset number, merging all to-be-handled worksheets associated with the batch worksheet identification to generate the to-be-handled batch worksheets. For example, when the second preset number is 3 and the second newly added problem of the batch processing work order identifier with the remote restarting cabinet machine is greater than or equal to 3, all the work orders to be handled associated with the batch processing work order identifier with the remote restarting cabinet machine are automatically combined, and the work orders to be handled with the remote restarting cabinet machine are generated.
According to the embodiment, the newly added problems are identified through the batch processing work order identification model, the batch processing work order identification of the appointed type is obtained, the batch processing work order of the appointed type is created according to the batch processing work order identification, automatic classification of feedback information of a user is facilitated, and the batch processing work order is generated rapidly.
Optionally, in step S4084, after the querying the second number of to-be-handled worksheets associated with the batch processing worksheet identifier, the method further includes:
s40841, if the second number is smaller than the second preset number, suspending all to-be-handled worksheets associated with the batch processing worksheet identifiers until the second number is greater than or equal to the second preset number.
It will be appreciated that in some business process scenarios, it is necessary to suspend the operation for the current backlog, i.e., no more business processes are performed, and wait until a specific condition is met to resume the normal business process. When the second number of the batch processing work order identifiers is smaller than the second preset number (the condition of batch processing is not met), all the work orders to be handled which are associated with the batch processing work order identifiers are suspended until the second number is larger than or equal to the second preset number (the condition of batch processing is met). In one embodiment, when a new problem with the batch job ticket identification is identified, the to-be-handled job ticket associated with the batch job ticket identification is created and suspended for a period of time (e.g., 30 minutes) without distributing or converging batch job tickets until the number of new problems with the batch job ticket identification exceeds 3, and the batch job tickets are merged. In another embodiment, when a new problem of the batch processing work order identifier is identified, the work order to be handled associated with the batch processing work order identifier is created first and is suspended within a certain period of time, and the work order to be handled associated with the batch processing work order identifier is not distributed or converged into the batch processing work order.
After the batch processing work order identifier is identified, the work order to be handled associated with the batch processing work order identifier is automatically created and suspended, the number of the work orders processed in batch is limited, independent processing and batch processing are parallel in a certain time period, and the overall processing efficiency of the work orders is improved.
Optionally, in step S4082, the determining a second newly added problem corresponding to the second newly added user feedback information includes:
s40821, obtaining second newly-added user feedback information of the user;
s40822, acquiring cabinet information, service information and history record associated with the second newly added user feedback information;
s40823, determining a second newly added problem corresponding to the second newly added user feedback information according to the cabinet information, the service information and the history record.
Understandably, the second newly added user feedback information is newly added user feedback information based on a certain channel, a certain user, a certain scene. And acquiring cabinet information, service information and history records associated with the current user according to the second newly-added user feedback information, namely specific problem description of which cabinet, specific problem description of which service and history feedback records. And determining a second newly added problem corresponding to the second newly added user feedback information according to the cabinet information, the service information and the history record so as to determine a batch work order identification of the second newly added problem through a batch work order identification model.
The method and the device are beneficial to quickly determining the corresponding newly added problem according to the feedback information of the newly added user, and are convenient for the batch processing work order identification model to identify the batch processing work order identification more accurately.
Optionally, in step S405, after receiving the processing results of the plurality of batch processing worksheets, the method further includes:
s4051, separating the sub-worksheets which are not finished in the batch processing worksheets from the batch processing worksheets to generate independent worksheets;
s4052, distributing the independent worksheet to a preset handler so that the preset handler processes the independent worksheet;
s4053, obtaining an independent processing result of the independent work order;
and S4054, if the independent processing result is completed, the independent work order is checked.
Understandably, the rules are assigned in accordance with a preset. After the batch processing work orders are distributed and issued to the preset processor, the preset processor processes the batch processing work orders, and the preset processor returns a processing result after the processing is completed. The preset processor processes according to the unified solution of the batch processing worksheets, and if all the problems to be solved are solved, namely all the sub worksheets are completed, all the sub worksheets of the batch processing worksheets are automatically acquired to carry out batch forming. If all the problems to be solved are not solved, namely, incomplete sub-worksheets exist in the batch processing worksheets, the incomplete sub-worksheets are separated from the batch processing worksheets, and independent worksheets are generated. And distributing the independent worksheets to preset processing persons associated with the sub worksheets, so that the preset processing persons acquire personalized solutions to process the independent worksheets, and when the independent processing results are finished, independently forming the independent worksheets. After the independent forms are formed, the batch processing work order identification model is associated with the problems of the sub work orders according to the personalized solution and updated, so that the batch processing work order identification model is corrected.
According to the method and the device, the unfinished sub-worksheets in the batch processing worksheets are subjected to personalized solution and independently form, so that the flexibility of worksheet processing is improved, and timely form forming is ensured. Meanwhile, the personalized solution is utilized for machine learning, so that the expansibility of the batch processing work order identification model is increased, and the intellectualization of work order processing is improved.
It should be understood that the sequence number of each step in the foregoing embodiment does not mean that the execution sequence of each process should be determined by the function and the internal logic, and should not limit the implementation process of the embodiment of the present invention.
In one embodiment, a batch processing work order generating device is provided, where the batch processing work order generating device corresponds to the batch processing work order generating method in the above embodiment one by one. As shown in fig. 2, the batch processing work order generation apparatus includes a keyword extraction module 10, a problem deduplication module 20, an association matching module 30, and a batch processing work order creation module 40. The functional modules are described in detail as follows:
the keyword extraction module 10 is configured to receive a plurality of user feedback information, and extract feedback keywords corresponding to the user feedback information; the feedback keywords comprise problem description keywords, associated cabinet keywords and associated business keywords;
the problem duplication elimination module 20 is configured to determine feedback problems corresponding to the feedback information of each user according to the problem description keyword, the associated cabinet keyword and the associated service keyword, and form a feedback problem set; performing de-duplication processing on the feedback problem set to obtain a plurality of problems to be solved;
the association matching module 30 is configured to match association relationships between a plurality of the to-be-solved questions, and divide the plurality of to-be-solved questions into a plurality of association question groups according to the association relationships;
and the batch processing work order creation module 40 is configured to create a batch processing work order according to the associated problem group if the number of the problems to be solved in the associated problem group is greater than a preset number.
Optionally, the batch job ticket creation module 40 includes:
the first newly added user feedback information receiving unit is used for receiving the first newly added user feedback information if the first newly added user feedback information is in the waiting time of the batch processing work order;
a first new problem determining unit, configured to determine a first new problem corresponding to the first new user feedback information;
the first newly added to-be-handled work order creation unit is used for creating a first newly added to-be-handled work order according to the first newly added problem if the first newly added problem belongs to the associated problem group;
and the first newly-added to-be-handled work order merging unit is used for merging the first newly-added to-be-handled work orders into the batch processing work orders.
Optionally, the batch job ticket creation module 40 includes:
a processing result receiving unit, configured to receive processing results of a plurality of batch processing worksheets;
the preset database storage unit is used for storing the batch processing work orders which are processed as the processing results into a preset database;
the work order training data acquisition unit is used for acquiring work order training data associated with the batch processing work orders from the preset database when the first number of the completed batch processing work orders in the preset database is larger than a first preset number;
the batch processing work order identification model generation unit is used for processing the work order training data through a preset algorithm to generate a batch processing work order identification model; and adding batch job ticket identification for each to-be-solved problem in the associated problem group associated with the batch job ticket.
Optionally, the batch job ticket creation module 40 includes:
the second newly added user feedback information receiving unit is used for receiving the second newly added user feedback information;
a second newly added problem determining unit, configured to determine a second newly added problem corresponding to the second newly added user feedback information;
the batch processing work order identification unit is used for identifying the second newly added problem through the batch processing work order identification model to obtain a batch processing work order identification of the second newly added problem; creating a second newly added to-be-handled work order according to the second newly added problem;
a second quantity inquiring unit, configured to inquire a second quantity of to-be-handled worksheets associated with the batch processing worksheet identifier;
and the to-be-handled batch processing work order generating unit is used for merging all to-be-handled work orders associated with the batch processing work order identification to generate the to-be-handled batch processing work orders if the second number is larger than or equal to the second preset number.
Optionally, the batch job ticket creation module 40 includes:
and the to-be-handled work order suspending unit is used for suspending all to-be-handled work orders associated with the batch processing work order identifier if the second number is smaller than the second preset number until the second number is larger than or equal to the second preset number.
Optionally, the batch job ticket creation module 40 further includes:
the second newly added user feedback information acquisition unit is used for acquiring the second newly added user feedback information of the user;
the association information acquisition unit is used for acquiring cabinet information, service information and history records associated with the second newly added user feedback information;
and a second newly added problem correspondence unit, configured to determine a second newly added problem corresponding to the second newly added user feedback information according to the cabinet information, the service information and the history record.
Optionally, the batch job ticket creation module 40 further includes:
the independent work order generation unit is used for separating the sub work orders which are not finished in the batch processing work order from the batch processing work order to generate an independent work order;
an independent work order distribution unit, configured to distribute the independent work order to a preset handler, so that the preset handler processes the independent work order;
an independent processing result obtaining unit, configured to obtain an independent processing result of the independent work order;
and the independent bill forming unit is used for forming a bill on the independent work bill if the independent processing result is finished.
The specific limitation of the batch job ticket generating apparatus may be referred to as limitation of the batch job ticket generating method hereinabove, and will not be described herein. The modules in the batch job ticket generating apparatus described above may be implemented in whole or in part by software, hardware, or a combination thereof. The above modules may be embedded in hardware or may be independent of a processor in the computer device, or may be stored in software in a memory in the computer device, so that the processor may call and execute operations corresponding to the above modules.
In one embodiment, a computer device is provided, which may be a server, the internal structure of which may be as shown in fig. 3. The computer device includes a processor, a memory, a network interface, and a database connected by a system bus. Wherein the processor of the computer device is configured to provide computing and control capabilities. The memory of the computer device includes a readable storage medium, an internal memory. The readable storage medium stores an operating system, computer readable instructions, and a database. The internal memory provides an environment for the execution of an operating system and computer-readable instructions in a readable storage medium. The database of the computer device is used for storing data related to the batch processing work order generation method. The network interface of the computer device is used for communicating with an external terminal through a network connection. The computer readable instructions when executed by a processor implement a batch job ticket generation method. The readable storage medium provided by the present embodiment includes a nonvolatile readable storage medium and a volatile readable storage medium.
In one embodiment, a computer device is provided that includes a memory, a processor, and computer readable instructions stored on the memory and executable on the processor, when executing the computer readable instructions, performing the steps of:
receiving a plurality of user feedback information, and extracting feedback keywords corresponding to the user feedback information; the feedback keywords comprise problem description keywords, associated cabinet keywords and associated business keywords;
determining feedback questions corresponding to the user feedback information according to the question description keywords, the associated cabinet keywords and the associated service keywords, and forming a feedback question set; performing de-duplication processing on the feedback problem set to obtain a plurality of problems to be solved;
matching association relations among a plurality of problems to be solved, and dividing the problems to be solved into a plurality of association problem groups according to the association relations;
if the number of the problems to be solved in the associated problem group is larger than the preset number, creating a batch processing work order according to the associated problem group.
In one embodiment, one or more computer-readable storage media are provided having computer-readable instructions stored thereon, the readable storage media provided by the present embodiment including non-volatile readable storage media and volatile readable storage media. The readable storage medium has stored thereon computer readable instructions which when executed by one or more processors perform the steps of:
receiving a plurality of user feedback information, and extracting feedback keywords corresponding to the user feedback information; the feedback keywords comprise problem description keywords, associated cabinet keywords and associated business keywords;
determining feedback questions corresponding to the user feedback information according to the question description keywords, the associated cabinet keywords and the associated service keywords, and forming a feedback question set; performing de-duplication processing on the feedback problem set to obtain a plurality of problems to be solved;
matching association relations among a plurality of problems to be solved, and dividing the problems to be solved into a plurality of association problem groups according to the association relations;
if the number of the problems to be solved in the associated problem group is larger than the preset number, creating a batch processing work order according to the associated problem group.
Those skilled in the art will appreciate that implementing all or part of the above described embodiment methods may be accomplished by instructing the associated hardware by computer readable instructions stored on a non-volatile readable storage medium or a volatile readable storage medium, which when executed may comprise the above described embodiment methods. Any reference to memory, storage, database, or other medium used in the various embodiments provided herein may include non-volatile and/or volatile memory. The nonvolatile memory can include Read Only Memory (ROM), programmable ROM (PROM), electrically Programmable ROM (EPROM), electrically Erasable Programmable ROM (EEPROM), or flash memory. Volatile memory can include Random Access Memory (RAM) or external cache memory. By way of illustration and not limitation, RAM is available in a variety of forms such as Static RAM (SRAM), dynamic RAM (DRAM), synchronous DRAM (SDRAM), double Data Rate SDRAM (DDRSDRAM), enhanced SDRAM (ESDRAM), synchronous Link DRAM (SLDRAM), memory bus direct RAM (RDRAM), direct memory bus dynamic RAM (DRDRAM), and memory bus dynamic RAM (RDRAM), among others.
It will be apparent to those skilled in the art that, for convenience and brevity of description, only the above-described division of the functional units and modules is illustrated, and in practical application, the above-described functional distribution may be performed by different functional units and modules according to needs, i.e. the internal structure of the apparatus is divided into different functional units or modules to perform all or part of the above-described functions.
The above embodiments are only for illustrating the technical solution of the present invention, and not for limiting the same; although the invention has been described in detail with reference to the foregoing embodiments, it will be understood by those of ordinary skill in the art that: the technical scheme described in the foregoing embodiments can be modified or some technical features thereof can be replaced by equivalents; such modifications and substitutions do not depart from the spirit and scope of the technical solutions of the embodiments of the present invention, and are intended to be included in the scope of the present invention.
Claims (10)
1. A batch job ticket generation method, comprising:
receiving a plurality of user feedback information, and extracting feedback keywords corresponding to the user feedback information; the feedback keywords comprise problem description keywords, associated cabinet keywords and associated business keywords;
determining feedback questions corresponding to the user feedback information according to the question description keywords, the associated cabinet keywords and the associated service keywords, and forming a feedback question set; performing de-duplication processing on the feedback problem set to obtain a plurality of problems to be solved;
matching association relations among a plurality of problems to be solved, and dividing the problems to be solved into a plurality of association problem groups according to the association relations;
if the number of the problems to be solved in the associated problem group is larger than the preset number, creating a batch processing work order according to the associated problem group.
2. The batch job ticket generation method as set forth in claim 1, wherein after creating a batch job ticket from the associated problem group, comprising:
if the batch processing work order is in the waiting time, receiving first newly-added user feedback information;
determining a first new problem corresponding to the first new user feedback information;
if the first newly added problem belongs to the associated problem group, a first newly added work order is created according to the first newly added problem;
and merging the first newly added to-be-processed worksheets into the batch processing worksheets.
3. The batch job ticket generation method as set forth in claim 1, wherein after creating a batch job ticket from the associated problem group, further comprising:
receiving processing results of a plurality of batch processing worksheets;
storing the batch processing work orders which are completed as the processing results into a preset database;
when the first number of the completed batch processing worksheets in the preset database is larger than the first preset number, acquiring worksheet training data associated with the batch processing worksheets from the preset database;
processing the work order training data through a preset algorithm to generate a batch processing work order recognition model; and adding batch job ticket identification for each to-be-solved problem in the associated problem group associated with the batch job ticket.
4. The batch job ticket generation method as set forth in claim 3, wherein the processing the job ticket training data by a preset algorithm, after generating a batch job ticket identification model, further comprises:
receiving second newly added user feedback information;
determining a second newly added problem corresponding to the second newly added user feedback information;
identifying the second newly added problem through the batch processing work order identification model to obtain a batch processing work order identification of the second newly added problem; creating a second newly added to-be-handled work order according to the second newly added problem;
querying a second number of to-be-handled worksheets associated with the batch processing worksheet identification;
and if the second number is greater than or equal to the second preset number, merging all to-be-handled worksheets associated with the batch processing worksheet identifiers to generate to-be-handled batch processing worksheets.
5. The batch job ticket generation method of claim 4, wherein after querying the second number of to-be-handled job tickets associated with the batch job ticket identification, further comprising:
and if the second number is smaller than the second preset number, suspending all to-be-handled worksheets associated with the batch processing worksheet identifiers until the second number is larger than or equal to the second preset number.
6. The batch job ticket generation method as set forth in claim 4, wherein the determining a second newly added question corresponding to the second newly added user feedback information comprises:
acquiring second newly added user feedback information of the user;
acquiring cabinet information, service information and history records associated with the second newly added user feedback information;
and determining a second newly-added problem corresponding to the second newly-added user feedback information according to the cabinet information, the service information and the history record.
7. The batch job ticket generation method as set forth in claim 3, wherein after receiving the processing results of a plurality of the batch job tickets, further comprising:
separating the sub-worksheets which are not finished in the batch processing worksheets from the batch processing worksheets to generate independent worksheets;
distributing the independent worksheets to preset processing persons so that the preset processing persons process the independent worksheets;
obtaining an independent processing result of the independent work order;
and if the independent processing result is finished, the independent work order is checked.
8. A batch job ticket generating apparatus, comprising:
the keyword extraction module is used for receiving a plurality of user feedback information and extracting feedback keywords corresponding to the user feedback information; the feedback keywords comprise problem description keywords, associated cabinet keywords and associated business keywords;
the problem duplication elimination module is used for determining feedback problems corresponding to the user feedback information according to the problem description keywords, the associated cabinet keywords and the associated service keywords to form a feedback problem set; performing de-duplication processing on the feedback problem set to obtain a plurality of problems to be solved;
the association matching module is used for matching association relations among a plurality of problems to be solved, and dividing the problems to be solved into a plurality of association problem groups according to the association relations;
and the batch processing work order creation module is used for creating batch processing work orders according to the associated problem group if the number of the problems to be solved in the associated problem group is larger than the preset number.
9. A computer device comprising a memory, a processor, and computer readable instructions stored in the memory and executable on the processor, wherein execution of the computer readable instructions by the processor implements the batch job ticket generation method of any one of claims 1 to 7.
10. A computer-readable storage medium storing computer-readable instructions that, when executed by one or more processors, cause the one or more processors to perform the batch job ticket generation method of any one of claims 1 to 7.
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