WO2020038262A1 - Procédé et appareil de traitement de bons de travail - Google Patents

Procédé et appareil de traitement de bons de travail Download PDF

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Publication number
WO2020038262A1
WO2020038262A1 PCT/CN2019/100544 CN2019100544W WO2020038262A1 WO 2020038262 A1 WO2020038262 A1 WO 2020038262A1 CN 2019100544 W CN2019100544 W CN 2019100544W WO 2020038262 A1 WO2020038262 A1 WO 2020038262A1
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WIPO (PCT)
Prior art keywords
information
work order
user
voice
server
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PCT/CN2019/100544
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English (en)
Chinese (zh)
Inventor
马杰
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阿里巴巴集团控股有限公司
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Publication of WO2020038262A1 publication Critical patent/WO2020038262A1/fr

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
    • G06Q10/06311—Scheduling, planning or task assignment for a person or group
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q50/00—Information and communication technology [ICT] specially adapted for implementation of business processes of specific business sectors, e.g. utilities or tourism
    • G06Q50/10—Services
    • G06Q50/12—Hotels or restaurants
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • G10L15/22—Procedures used during a speech recognition process, e.g. man-machine dialogue
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • G10L15/26—Speech to text systems

Definitions

  • the present invention relates to the field of Internet technologies, and in particular, to a method and device for processing work orders.
  • the actual operation of the hotel needs to manage a large number of service staff, including restaurant delivery staff, room service staff, etc. Due to the special nature of the industry, after the work order is assigned to the service staff, the service staff needs to confirm the current work status and feedback encountered problem.
  • embodiments of the present invention provide a method and a device for processing a work order to improve the processing efficiency of the work order.
  • an embodiment of the present invention provides a work order processing method, including:
  • an embodiment of the present invention provides a work order processing method, including:
  • an embodiment of the present invention provides a work order processing device, including:
  • a receiving module configured to receive feedback information sent by a terminal device in response to first voice information input by a user
  • An update module is configured to update the processing status of the corresponding work order according to the feedback information.
  • an embodiment of the present invention provides a work order processing device, including:
  • An acquisition module configured to acquire first voice information input by a user
  • a sending module is configured to send feedback information to a server according to the first voice information, and the feedback information is used for the server to update a processing status of a corresponding work order.
  • an embodiment of the present invention provides an electronic device including a first processor and a first memory, where the first memory is used to store one or more computer instructions, wherein the one or more computer instructions are When the first processor executes, the work order processing method in the first aspect is implemented.
  • the electronic device may further include a first communication interface for communicating with other devices or a communication network.
  • an embodiment of the present invention provides an electronic device including a second processor and a second memory, where the second memory is used to store one or more computer instructions, wherein the one or more computer instructions are When the second processor executes, the work order processing method in the second aspect is implemented.
  • the electronic device may further include a second communication interface for communicating with other devices or a communication network.
  • An embodiment of the present invention provides a computer storage medium for storing a computer program, which is executed by a computer to implement the work order processing method in the first aspect.
  • An embodiment of the present invention further provides a computer storage medium for storing a computer program, which is executed by a computer to implement the work order processing method in the second aspect.
  • the work order processing method and device provided in the embodiments of the present invention allow a user to input voice information through a terminal device when processing a work order.
  • the terminal device can send corresponding feedback information to the server according to the voice information input by the user, and the server updates according to the feedback information.
  • the processing status of the work order provides users with a more flexible work order processing method, which is easy to operate and easy to use, which effectively improves the processing efficiency of the work order and facilitates the normal circulation of the work order.
  • FIG. 1 is a schematic flowchart of a first embodiment of a work order processing method according to an embodiment of the present invention
  • FIG. 2 is a schematic flowchart of a second embodiment of a work order processing method according to an embodiment of the present invention
  • FIG. 3 is a schematic flowchart of a third embodiment of a work order processing method according to an embodiment of the present invention.
  • FIG. 4 is a schematic flowchart of a fourth embodiment of a work order processing method according to an embodiment of the present invention.
  • Embodiment 5 is a schematic flowchart of Embodiment 5 of a work order processing method according to an embodiment of the present invention
  • FIG. 6 is a schematic flowchart of a sixth embodiment of a work order processing method according to an embodiment of the present invention.
  • FIG. 7 is a schematic flowchart of a seventh embodiment of a work order processing method according to an embodiment of the present invention.
  • FIG. 8 is a schematic structural diagram of a work order processing device according to an embodiment of the present invention.
  • FIG. 9 is a schematic structural diagram of another work order processing apparatus according to an embodiment of the present invention.
  • FIG. 10 is a schematic structural diagram of an electronic device according to an embodiment of the present invention.
  • FIG. 11 is a schematic structural diagram of another electronic device according to an embodiment of the present invention.
  • the words “if”, “if” as used herein can be interpreted as “at” or “when” or “responding to determination” or “responding to detection”.
  • the phrases “if determined” or “if detected (the stated condition or event)” can be interpreted as “when determined” or “responded to the determination” or “when detected (the stated condition or event) ) “Or” in response to a detection (statement or event stated) ".
  • the work order refers to work documents of various service processes generated during the system operation process, such as room cleaning work order, restaurant food delivery work order, etc.
  • the work order can include various information required to complete the service process, such as service time, Location, customer information, service content, urgency, special requirements, etc.
  • Work orders need service personnel to execute and timely feedback the results of execution.
  • the work order can be converted into voice information and played to the service personnel, or the service personnel can be allowed to feedback the processing status of the work order by voice input.
  • the service can be The voice information input by the personnel is converted into text information, and the processing status of the work order is updated according to the text information, thereby realizing the dispatch and feedback of the work order through voice interaction.
  • text-to-speech can be implemented by a TTS (Text To Speech) engine
  • speech-to-text can be implemented by an ASR (Automatic Speech Recognition) engine.
  • the function of updating the ticket processing status can be deployed in the server, the function of voice interaction with the service personnel can be deployed in the terminal device carried by the user, and the text and voice conversion function can be deployed in the server or the terminal device. in.
  • the work order processing method provided by the embodiment of the present invention is described from the perspectives of a server and a terminal device, respectively.
  • FIG. 1 is a schematic flowchart of a first embodiment of a work order processing method according to an embodiment of the present invention.
  • the execution subject of the method in this embodiment may be a server.
  • the method for processing a work order in this embodiment may include:
  • Step 101 Receive feedback information sent by a terminal device in response to first voice information input by a user.
  • Step 102 Update the processing status of the corresponding work order according to the feedback information.
  • the terminal device may be any device with a voice interaction function such as a mobile phone, a tablet, a computer, a wearable device, and a headset.
  • the user can obtain work order information and update the processing status of the work order through the terminal device.
  • the user in the embodiment of the present invention refers to a service staff, and may specifically include, but is not limited to, service staff in the following scenarios: hotel lobby, restaurant, gym, parking lot, and the like.
  • the user can input the first voice information through the terminal device.
  • the user terminal may provide a trigger mechanism for the user's voice input.
  • the voice input is valid only when a certain key of the user terminal is pressed.
  • the terminal device may send feedback information to the server according to the first voice information. According to the feedback information, the processing status of the corresponding work order can be updated.
  • the processing status of the work order can be set according to actual needs.
  • the processing status of the work order can include: to be confirmed, to be started, started, remarks, completed, pending, canceled, and so on.
  • the work order After the work order is assigned to the user, it enters the pending confirmation state. The user can confirm whether to accept the work order. If the work order is confirmed to be accepted, the work order enters the pending state.
  • the work order entry has begun. Status, you can make notes on the work order during the process, such as remarks on problems encountered in the process of the work order or the processing status of the work order, etc., and enter the completion status after processing. If you encounter special circumstances, the user can also choose to suspend Or cancel the work order.
  • the user can input the first voice information on the terminal device, so that the server can update the processing status of the corresponding work order according to the first voice information input by the user.
  • step 102 The corresponding work order described in this document may refer to the work order being processed by the user.
  • the work order being processed by the user may refer to a work order currently in a state where the user can process.
  • the work order belongs to the work order being processed by the user; after the work order is completed or cancelled, the user cannot continue to process the work order, so the work order can be considered The order does not belong to the work order being processed by the user.
  • the feedback information sent by the terminal device to the server may include the first voice information input by the user, that is, after acquiring the first voice information input by the user, the terminal device may directly convert the first voice information
  • the voice information is sent to the server, and the server may update the processing status of the work order according to the first voice information.
  • the server may directly compare the first voice information with at least one voice information of the user stored in advance, and if the first voice information matches one of the voice information, the The processing status is updated to the processing status corresponding to the sound information.
  • the user can upload the voice information "confirmation”, "start”, and “completion” used to update the processing status in advance, corresponding to the processing status of confirmation, start, and completion, respectively.
  • the server obtains the user input during the operation,
  • the first voice information is compared with the pre-stored voice information, assuming that the first voice information matches the "complete" pre-stored voice information, the processing status of the work order can be updated to completed.
  • the server may convert the first voice information into text information, and update the processing status of the corresponding work order according to the text information corresponding to the first voice information. That is, updating the processing status of the corresponding work order according to the feedback information in step 102 may include: converting the first voice information into text information; and according to the text information corresponding to the first voice information, Update the processing status of the corresponding ticket.
  • the feedback information sent by the terminal device to the server may include text information corresponding to the first voice information input by the user.
  • the terminal device may convert the first voice information input by the user into text information, and send the text information to the server.
  • updating the processing status of the corresponding work order according to the feedback information in step 102 may include: updating the processing status of the corresponding work order according to the text information corresponding to the first voice information.
  • the server may determine the corresponding processing status according to intelligent semantic analysis. Alternatively, the server may directly determine the corresponding processing status according to the keywords in the text information.
  • updating the processing status of the corresponding work order according to the text information corresponding to the first voice information may include: obtaining at least one keyword associated with the corresponding work order; if the text information corresponding to the first voice information If one of the keywords is included, the processing status of the work order is updated to the status corresponding to the included keywords.
  • the keywords "confirm”, “start”, and “completion” used to update the processing status can be set in advance, corresponding to the processing status of confirmation, start, and completion, respectively.
  • the server obtains the first voice information input by the user, After the text information is compared, the text information can be compared with the pre-stored keywords. Assuming that the text information contains the keyword "start”, the processing status of the work order can be updated to be started.
  • the referred text information may be either text information corresponding to the first voice information sent by the terminal device directly obtained by the server, or the server receives the terminal. Text information obtained by converting the first voice information after the first voice information sent by the device.
  • the feedback information sent by the terminal device to the server may include processing state information corresponding to the first voice information input by the user.
  • the terminal device may store the correspondence between the voice information and the processing state information, and may determine the corresponding processing state information according to the first voice information input by the user; or the terminal device may store the text information and the processing state information After converting the first voice information input by the user into text information, the corresponding processing state information is determined according to the text information.
  • the processing status information is sent to the server for the server to update the processing of the work order status.
  • the server when it obtains the feedback information, it can also store the feedback information and the time when the feedback information is obtained, so as to provide a stable and reliable data source for subsequent service optimization.
  • the work time can be estimated based on the completion time of each work order. The single average processing time has important guiding significance for subsequent assessments and evaluations.
  • the server may be prompted to re-enter by voice without the recognized feedback information. It can also be recorded for subsequent processing and reference.
  • the updated processing status of the work order can have multiple expressions, and is not limited to the existence of only one specific status, but may exist in one or more specific statuses, such as , You can update the processing status of the work order from “Started” to "Completed”, or you can update the processing status of the work order from "Start at 10:00” to “Start at 10:00 and end at 11:00", or The update is "beginning at 10:00, two pieces of clothing are obtained at 10:30", and a specific update method can be selected according to actual needs, which is not limited in this embodiment.
  • auxiliary feedback methods can be further added.
  • the user can provide feedback by clicking on screen buttons or shaking the mobile phone to meet the diverse needs of users.
  • the work order processing method allows a user to input voice information through a terminal device when processing a work order.
  • the terminal device can send corresponding feedback information to the server after the user inputs the voice information, and the server updates the work according to the feedback information.
  • the processing status of the ticket provides users with a more flexible method for processing the ticket. The operation is simple and easy to use, which effectively improves the processing efficiency of the ticket and facilitates the normal circulation of the ticket.
  • users can also perform operations such as transferring work orders, creating work orders, and talking to customers through voice input. Each is described below.
  • the first case is to transfer the work order to another user.
  • the text information corresponding to the first voice information input by the user includes keywords for transferring work orders, the corresponding work orders may be transferred to other users.
  • the keyword used for transferring the work order may be "transfer”, or may be identification information of other users, and the identification information of the other users may be names, work numbers, and the like of other users. For example, if the user inputs "transfer work order to Zhang San", the server can transfer the user's work order to Zhang San, and at the same time, the processing status of the work order can be updated to "Transferred, to be confirmed” according to keywords.
  • the work order may be pushed to a manager, and the manager may reassign the user to the work order.
  • the user may be prompted by voice to enter identification information of other users.
  • the second case is a new work order.
  • a new work order may be created according to the text information.
  • a user meets a customer at a hotel in the hotel corridor.
  • the customer needs a bottle of water to deliver to the room.
  • he can initiate a new delivery ticket. Assuming the key of the delivery ticket The word is "sent to”, then the user can voice input "send a bottle of water to room 305", the server can create a new work order based on the voice information entered by the user and assign it, and then update the processing status of the work order to "to be confirmed”.
  • the third scenario is when the user needs to communicate with the hotel's customers.
  • the text information corresponding to the first voice information input by the user includes a keyword for requesting a call
  • a call connection between the user and the customer corresponding to the work order may be established.
  • the user is allowed to talk with the corresponding customer.
  • the user can voice input a corresponding keyword such as "request a call", and the server can establish the user and the corresponding according to the keyword.
  • a call connection between customers may specifically establish a call connection between a user's terminal device and the customer's terminal device, and the customer's terminal device may be a customer's mobile phone or an in-room phone.
  • the call connection may be a call connection between APPs (Applications) installed in the device, for example, a voice call connection established through nail or WeChat, or a call connection established between a mobile phone or a fixed phone. For example, a call connection established by dialing a mobile number or a fixed telephone number.
  • APPs Applications
  • the server can also update the processing status of the work order, for example, it can update the processing status of the work order to "10:05 dial to customer".
  • the text information corresponding to the first voice information includes a keyword for requesting a call
  • whether to allow calls with the customer can be determined by the type of the work order, for example, the work order for the customer is allowed to talk to the customer, and the work order for the maintenance equipment is not allowed to talk to the customer, or it can also be managed by the management staff Or the customer can set whether to allow the call.
  • the processing status of the work order can include notes.
  • Remarks also have corresponding keywords.
  • the key words of the remark can include "get two pieces of clothing”.
  • the server can use the work order's The processing status is updated to include "fetched two pieces of clothing”.
  • the server may initiate the next work order according to the remarks of the work order, for example, a work order to the user of the laundry room to wash two pieces of clothes.
  • the server generally controls the number of work orders dispatched to the user.
  • the new work order is placed in a queue to be assigned or assigned to another user.
  • a new work order is assigned to the user.
  • the work order corresponding to the first voice information may be determined first, and then the processing status of the corresponding work order may be updated according to the first voice information.
  • FIG. 2 is a schematic flowchart of a second embodiment of a work order processing method according to an embodiment of the present invention. This embodiment is based on the technical solution provided in the first embodiment, and determines the corresponding work order according to the identification information of the work order in the text information corresponding to the first voice information. As shown in FIG. 2, the work order processing method in this embodiment may include:
  • Step 201 Receive feedback information sent by a terminal device in response to first voice information input by a user.
  • Step 202 Determine text information corresponding to the first voice information according to the feedback information.
  • Step 203 If there are multiple work orders being processed by the user, determine whether there is identification information of the work order in the text information corresponding to the first voice information.
  • the identification information of the work order may be the name, number, code, etc. of the work order.
  • Step 204 If it exists, determine the corresponding work order according to the identification information.
  • Step 205 Update the processing status of the corresponding work order.
  • the user is currently processing two work orders: “water delivery” and “remove clothes”.
  • “complete water delivery” is the keyword
  • “water delivery” is the identification of the work order Information, according to the identification information of the work order and the corresponding keywords, the processing status of the water supply work order can be updated to "completed”.
  • the corresponding work order is determined according to the work order identification information in the text information corresponding to the first voice information input by the user , whereby quickly and accurately updating the processing status of the corresponding work order, and improving the accuracy and speed of updating the processing status in a multi-work order scenario.
  • FIG. 3 is a schematic flowchart of a third embodiment of a work order processing method according to an embodiment of the present invention. This embodiment is based on the technical solutions provided by the foregoing embodiments, and determines the corresponding work order according to the location information of the user. As shown in FIG. 3, the work order processing method in this embodiment may include:
  • Step 301 Receive feedback information sent by the terminal device in response to the first voice information input by the user.
  • Step 302 Determine text information corresponding to the first voice information according to the feedback information.
  • Step 303 If there are multiple work orders being processed by the user, obtain the location information of the user.
  • the user's location information can be obtained in multiple ways.
  • the server may obtain the location information of the user by communicating with the terminal equipment carried by the user or other equipment in the hotel.
  • the terminal device may be provided with a positioning module, which can obtain the location information of the user and send it to the server.
  • the wireless device in the hotel may determine the location information of the user according to the strength of the WiFi signal or the Bluetooth signal sent by the terminal device, and send the location information to the server.
  • the location information of the user can be determined through equipment in the hotel, such as an access control device. For example, the user needs to swipe an access control card when entering the room, and the server can determine the user's location information based on the user's card swipe behavior.
  • the server may obtain an image captured by a hotel camera, perform face recognition on the image, determine whether the face information in the image matches the user's face information, and if it matches, determine the location based on the position information of the camera
  • the location information of the user for example, the camera is a second-floor corridor camera, indicating that the current location of the user is in the second-floor corridor.
  • Step 304 Determine the corresponding work order according to the position information.
  • Step 305 Update the processing status of the corresponding work order.
  • the work order may have its corresponding location information.
  • the location information corresponding to the work order “Cleaning the second floor corridor” is the second floor corridor
  • the location information corresponding to the work order “cleaning the 503 room” is Room 503.
  • the work order corresponding to the first voice information can be determined according to the distance between the position information of each work order and the user's position information.
  • the corresponding position information and the The work order with the smallest distance between the user's location information is used as the corresponding work order. For example, if the user is currently in room 503, the feedback status may be the processing status of the work order "clean room 503".
  • position information corresponding to the work order can be classified in more detail according to the current processing status.
  • determining the corresponding work order according to the position information in step 304 may include: determining a corresponding processing status according to the text information; obtaining position information corresponding to each work order in the processing status; Among the multiple work orders, the work order with the smallest distance between the corresponding position information and the position information of the user is used as the corresponding work order.
  • the user is currently processing two work orders: “Go to Room 503 to send water” and “Bring laundry in Room 503 to the laundry room”.
  • the work order "Go to Room 503 to send water” the processing status is the corresponding position at the beginning is the water station, and the corresponding position is the room 503 when it is completed;
  • the corresponding location is Room 503, and the corresponding location is the laundry room when completed.
  • the server can determine which work order the first voice information refers to based on the user's location information. If the user's location is room 503, then the corresponding work order can be determined as "Go to Room 503 to send water”. If the user's location is a laundry room, then the corresponding work order can be determined to be "get clothes to the laundry room”.
  • each type of work order can be equipped with a corresponding template.
  • it can be created according to the requirements of the template.
  • the corresponding position information of the work order can be determined, such as
  • the template of the cleaning work order may be "cleaning XX", so XX can be used as the position information corresponding to the work order.
  • the template for a laundry order can be "Get YY's clothes to ZZ", then YY and ZZ can be used as the corresponding position information at the beginning and the corresponding position information at the completion, respectively.
  • the corresponding work order is determined according to the location information of the user, which facilitates updating the processing status of the corresponding work order. And the user does not need to input the identification information of the work order by voice, which provides convenience to the user.
  • FIG. 4 is a schematic flowchart of a fourth embodiment of a work order processing method according to an embodiment of the present invention. This embodiment is based on the technical solutions provided by the foregoing embodiments, and determines the corresponding work order through further interaction with the user. As shown in FIG. 4, the work order processing method in this embodiment may include:
  • Step 401 Receive feedback information sent by the terminal device in response to the first voice information input by the user.
  • Step 402 Determine text information corresponding to the first voice information according to the feedback information.
  • Step 403 If there are multiple work orders being processed by the user, send prompt information to the terminal device to prompt the user to input work order identification information.
  • the prompt information may be sent to the terminal device when the corresponding work order cannot be determined through other methods.
  • the user may choose to send the prompt information to the terminal device.
  • the prompt information is used to prompt the user to input work order identification information, and may include, for example, "Please enter a corresponding work order name" or "Please confirm which of the following work orders is feedback".
  • the prompt information sent by the server to the terminal device may be voice prompt information or text prompt information. After receiving the voice prompt information, the terminal device can directly play the voice prompt information to the user, and after receiving the text prompt information, it can be converted into the corresponding voice information and played to the user.
  • Step 404 Receive reply information sent by the terminal device in response to the second voice information input by the user.
  • the user may input the second voice information, and the terminal device may send a reply message to the server according to the second voice information.
  • the reply information may include the second voice information, or the terminal device may convert the second voice information into text information, and the reply information may include the second voice information Text message corresponding to the message.
  • Step 405 Determine the corresponding work order according to the identification information included in the reply information.
  • the server may find whether there is identification information of the work order, and if the identification information of the work order exists, determine the corresponding work order according to the identification information.
  • Step 406 Update the processing status of the corresponding work order.
  • the server may send a prompt message to the terminal device, so that the terminal device plays the prompt message "Please confirm the feedback on which of the following work orders: 1. Go to Room 503 to send water, 2. Get the laundry in room 503 ", after hearing the prompt message, the user can enter the second voice message" first work order "or" go to room 503 to send water ", and then the terminal device returns the response information to the server, Update the processing status of the work order "Go to Room 503 to send water” to "Completed”.
  • the keywords can be directly determined according to the keywords in the first voice information Update which ticket's processing status.
  • user induction training can be used to enable users to memorize keywords corresponding to various types of work orders, thereby more conveniently updating the processing status of work orders.
  • FIG. 5 is a schematic flowchart of Embodiment 5 of a work order processing method according to an embodiment of the present invention. This embodiment is based on the technical solutions provided by the foregoing embodiments, and issues a work order to the user by means of voice interaction. As shown in FIG. 5, the work order processing method in this embodiment may include:
  • Step 501 Obtain a work order assigned to a user.
  • the server can create new work orders through various channels and assign them to users.
  • the work order can be initiated by a hotel customer.
  • the customer can submit an order or demand information through a mobile phone or computer.
  • a demand for "a bottle of water” can be submitted, and the server obtains the demand After that, the corresponding work order is generated.
  • the server can obtain information about the equipment in the hotel and automatically generate a work order based on the information about the equipment in the hotel. For example, if the printer fails or lacks materials, the server can generate a repair printer or a printer Add work orders.
  • the work order can be uploaded by the user. For example, after the user listens to the needs of the customer, or after discovering a problem with the printer, he can initiate a bottle for the customer to send to the server through the terminal device. Water or maintenance work order.
  • the server can assign the work order according to a preset rule, for example, the work order for customer delivery is uniformly assigned to user A, and the task of printer maintenance is uniformly assigned to user B.
  • the server can also push the work order to the manager, and the manager can manually assign the work order.
  • Step 502 Generate voice order information for instructing the user to process the work order according to the work order assigned to the user.
  • the server can generate voice order information based on the work order. Specifically, the key information in the work order can be extracted, the text order information can be generated, and the corresponding speech order information can be converted by TTS.
  • Step 503 Send the voice order information to a terminal device, so that the terminal device plays the voice order information.
  • the terminal device can play the voice order information, so that the user can know the assigned to himself without checking the terminal device or communicating with the hotel management staff. Work order.
  • Step 504 Receive feedback information sent by the terminal device in response to the first voice information input by the user.
  • Step 505 Update the processing status of the corresponding work order according to the feedback information.
  • the server can create a room cleaning work order and assign the work order to the user.
  • the user is notified by voice that there is a new cleaning work order.
  • the user does not need to perform any extra operations, and only needs to answer “Confirm” with the headset voice.
  • the server will convert the text into a record, or notify the appropriate personnel to deal with it.
  • the user can voice-back "done", the server obtains the user's feedback and performs the statement operation, and the cleaning process ends.
  • the server sends the user's work order information to the terminal device.
  • the user's headset receives a voice message of "101 table customer call”.
  • the service staff responds with "confirmed receipt", indicating that the work order is accepted, and the server will The status of the work order is updated to be confirmed.
  • the service staff arrives at table 101, listen to the customer's needs, and send "Please ask the chef to speed up the delivery of a certain dish" through the headset. After receiving the voice message, the server prompts the corresponding chef .
  • voice interaction saves the time for service personnel to feedback the service status, provides more accurate execution data, and provides more possibilities for subsequent service optimization.
  • the server when a new work order is generated, the server can generate voice order information according to the new work order, and send the information to the terminal device, and the terminal device sends the voice order
  • the bill information is played to the user, so that the user can obtain the work order assigned to him at any time and place, which effectively improves the efficiency of dispatching and the user's work efficiency.
  • FIG. 6 is a schematic flowchart of a sixth embodiment of a work order processing method according to an embodiment of the present invention.
  • the method execution subject in this embodiment may be a terminal device.
  • the method provided in this embodiment includes:
  • Step 601 Obtain first voice information input by a user.
  • Step 602 Send feedback information to a server according to the first voice information, where the feedback information is used by the server to update a processing status of a corresponding work order.
  • the feedback information may include the first voice information.
  • sending feedback information to the server according to the first voice information may include: converting the first voice information into corresponding text information; and sending feedback information to the server, the feedback information including the text information.
  • the method may further include: acquiring prompt information sent by the server for prompting the user to input ticket identification information, and playing the prompt information; acquiring second voice information input by the user according to the prompt information Sending a reply message to the server according to the second voice message, where the reply message is used by the server to determine a work order corresponding to the first voice message.
  • the method may further include: receiving voice order information sent by the server to instruct the user to process the work order, and playing the voice order information; or receiving the work order information sent by the server, Generate voice order information for instructing the user to process the work order according to the information of the work order, and play the generated voice order information.
  • FIG. 7 is a schematic flowchart of a seventh embodiment of a work order processing method according to an embodiment of the present invention.
  • the method in this embodiment is executed by a terminal device.
  • the difference between this embodiment and the foregoing embodiments is that the conversion process of voice and text is executed on the terminal device.
  • the method provided in this embodiment includes:
  • Step 701 Acquire first voice information input by a user.
  • Step 702 Convert the first voice information into text information.
  • Step 703 Determine corresponding processing status information according to the text information.
  • Step 704 Send feedback information to the server, where the feedback information includes the processing status information, and the feedback information is used for the server to update the processing status of the corresponding work order.
  • the method may further include: obtaining information of a work order being processed by the user; if there are multiple work orders being processed by the user, determining a work order corresponding to the first voice information; correspondingly
  • the feedback information further includes identification information of the corresponding work order.
  • determining that the first voice information corresponds to a work order may include: determining whether there is identification information of the work order in the text information; if it exists, determining the corresponding work order according to the identification information.
  • determining that the first voice information corresponds to a work order may include: obtaining position information of the user; and determining the corresponding work order according to the position information.
  • determining that the first voice information corresponds to a work order may include: playing voice prompt information for prompting a user to input work order identification information; obtaining third voice information input by the user according to the voice prompt information; Determining the corresponding work order according to the third voice information.
  • the voice prompt information may be "there are multiple work orders currently being processed, please determine which work order to give feedback".
  • the corresponding work order may be determined by playing a voice prompt message. For example, there may be no work order identifier in the text information corresponding to the first voice message.
  • the voice prompt information is played again.
  • determining the corresponding processing status information according to the text information may include: obtaining at least one keyword associated with the corresponding work order; if the text information corresponding to the first voice information includes one of the keywords, then The corresponding processing state information is determined according to the keywords.
  • determining the corresponding processing status information according to the text information may include: if the text information corresponding to the first voice information includes a keyword for transferring a work order, generating a request for the server to send the work order Transfer order information transferred to other users; correspondingly, the processing status information includes the transfer order information.
  • the transfer order information may include information required for the transfer ticket lock, for example, user information before transfer, user information after transfer, transfer time, and reason for transfer.
  • determining the corresponding processing status information according to the text information may include: if the text information corresponding to the first voice information includes a keyword used to create a work order, generating a request for the server to create a work order The work order creation information; correspondingly, the processing status information includes the work order creation information.
  • the work order creation information may include information required to generate a work order, for example, creation time, task content, work order type, initiator, and the like.
  • the method may further include: if the text information corresponding to the first voice information includes a keyword for requesting a call, establishing a call connection between the user and a customer corresponding to the work order.
  • the work order processing method provided in this embodiment is different from the foregoing embodiments only in that part of the steps are performed by the server and executed by the terminal device.
  • the specific implementation process, principle, and technical effect are the same as those of the foregoing embodiments.
  • FIG. 8 is a schematic structural diagram of a work order processing apparatus according to an embodiment of the present invention. As shown in FIG. 8, the device may include:
  • a receiving module 801 configured to receive feedback information sent by a terminal device in response to first voice information input by a user
  • An update module 802 is configured to update a processing status of a corresponding work order according to the feedback information.
  • the update module 802 may include: an update unit configured to update the processing status of the corresponding work order according to the text information corresponding to the first voice information.
  • the feedback information includes text information corresponding to the first voice information; or, the feedback information includes the first voice information, and accordingly, the update module 802 may further include: a first conversion unit configured to convert the first voice information The first voice information is converted into text information.
  • the update unit may be further configured to: if there are multiple work orders being processed by the user, determine whether there is identification information of the work order in the text information corresponding to the first voice information; if there is, Then, the corresponding work order is determined according to the identification information.
  • the update unit may be further configured to: if there are multiple work orders being processed by the user, obtain location information of the user; and determine the corresponding work order according to the location information.
  • the update unit may be further configured to: if there are multiple work orders being processed by the user, send prompt information to the terminal device for prompting the user to input work order identification information; and receive the terminal device in response to all The reply information sent by the second voice information input by the user; and the corresponding work order is determined according to the identification information contained in the reply information.
  • the update unit may be specifically configured to: obtain at least one keyword associated with the corresponding work order; if the text information corresponding to the first voice information includes one of the keywords, process the work order The status is updated to the status corresponding to the included keywords.
  • the update unit may be further configured to: if the text information corresponding to the first voice information includes a keyword for transferring a work order, transfer the corresponding work order to another user.
  • the update unit may be further configured to: if the text information corresponding to the first voice information includes a keyword for creating a work order, create a new work order according to the text information.
  • the update unit may be further configured to: if the text information corresponding to the first voice information includes a keyword for requesting a call, establish a call connection between the user and a customer corresponding to the work order.
  • the receiving module 801 may be further configured to: obtain a work order assigned to the user; and generate a voice for instructing the user to process the work order according to the work order assigned to the user. Dispatching information; sending the voice dispatching information to the terminal device, so that the terminal device plays the voice dispatching information.
  • the device shown in FIG. 8 can execute the work order processing methods provided in the foregoing first embodiment to the fifth embodiment.
  • parts that are not described in detail in this embodiment reference may be made to the related description of the foregoing embodiment.
  • the implementation process and technical effect of the technical solution refer to the description in the foregoing embodiments, and details are not described herein again.
  • FIG. 9 is a schematic structural diagram of another work order processing apparatus according to an embodiment of the present invention. As shown in FIG. 9, the device may include:
  • An obtaining module 901, configured to obtain first voice information input by a user
  • the sending module 902 is configured to send feedback information to a server according to the first voice information, and the feedback information is used for the server to update a processing status of a corresponding work order.
  • the feedback information includes the first voice information; or the sending module 902 may be specifically configured to: convert the first voice information into corresponding text information; and send the feedback information to the server, the The feedback information includes the text information.
  • the sending module 902 may be further configured to: obtain prompt information sent by the server for prompting the user to input work order identification information, and play the prompt information; obtain the first information input by the user according to the prompt information. Two voice messages; and sending a reply message to the server according to the second voice message, where the reply message is used by the server to determine a work order corresponding to the first voice message.
  • the sending module 902 may be further configured to: receive the voice order information sent by the server to instruct the user to process the work order, and play the voice order information; or, receive the work order sent by the server And generating the speech order information for instructing the user to process the work order according to the information of the work order, and playing the generated speech order information.
  • the sending module 902 may specifically include: a second conversion unit configured to convert the first voice information into text information; and a first determination unit to determine corresponding processing status information according to the text information; The sending unit sends feedback information to the server, where the feedback information includes the processing status information.
  • the sending module 902 may further include: an obtaining unit configured to obtain information about a work order being processed by the user; and a second determining unit configured to be used when there are multiple work orders being processed by the user , The work order corresponding to the first voice information is determined; correspondingly, the feedback information further includes identification information of the corresponding work order.
  • the second determining unit may be specifically configured to: determine whether there is identification information of a work order in the text information; if it exists, determine the corresponding work order according to the identification information.
  • the second determining unit may be specifically configured to: obtain position information of the user; and determine the corresponding work order according to the position information.
  • the second determining unit may be specifically configured to: play voice prompt information for prompting the user to input work order identification information; obtain third voice information input by the user based on the voice prompt information; and according to the The third voice information determines the corresponding work order.
  • the first determining unit may be specifically configured to: obtain at least one keyword associated with the corresponding work order; if the text information corresponding to the first voice information includes one of the keywords, according to the keyword Determine the corresponding processing status information.
  • the first determining unit may be specifically configured to: if the text information corresponding to the first voice information includes a keyword for transferring a work order, generating a request for requesting the server to transfer the work order to another user Transfer order information; correspondingly, the processing status information includes the transfer order information.
  • the first determining unit may be specifically configured to: if the text information corresponding to the first voice information includes a keyword for creating a work order, generate work order creation information for requesting the server to create a work order.
  • the processing status information includes the work order creation information.
  • the first determining unit may be further configured to: if the text information corresponding to the first voice information includes a keyword for requesting a call, establish a call between the user and a customer corresponding to the work order connection.
  • the apparatus shown in FIG. 9 can execute the work order processing methods provided in the foregoing Embodiment 6 to Embodiment 7.
  • the parts not described in detail in this embodiment reference may be made to the related description of the foregoing embodiment.
  • the implementation process and technical effect of the technical solution refer to the description in the foregoing embodiments, and details are not described herein again.
  • FIG. 10 is a schematic structural diagram of an electronic device according to an embodiment of the present invention.
  • the electronic device includes: a first processor 1001 and a first memory 1002, where the first memory 1002 is configured to store and support the electronic device to perform the operations provided in any one of the foregoing embodiments
  • the first processor 1001 is configured to execute a program stored in the first memory 1002.
  • the program includes one or more computer instructions, and when the one or more computer instructions are executed by the first processor 1001, the following steps can be implemented:
  • the first processor 1001 is further configured to execute all or part of the steps in the foregoing embodiments shown in FIG. 1 to FIG. 5.
  • the structure of the electronic device may further include a first communication interface 1003 for the electronic device to communicate with other devices or a communication network.
  • FIG. 11 is a schematic structural diagram of another electronic device according to an embodiment of the present invention.
  • the electronic device includes a second processor 1101 and a second memory 1102, where the second memory 1102 is configured to store and support the electronic device to perform the work order processing provided in the foregoing Embodiment 6 or Embodiment 7.
  • a method program, the second processor 1101 is configured to execute a program stored in the second memory 1102.
  • the program includes one or more computer instructions, and when the one or more computer instructions are executed by the second processor 1101, the following steps can be implemented:
  • the second processor 1101 is further configured to perform all or part of the steps in the foregoing embodiments shown in FIG. 6 to FIG. 7.
  • the structure of the electronic device may further include a second communication interface 1103 for the electronic device to communicate with other devices or a communication network.
  • an embodiment of the present invention provides a computer-readable storage medium storing computer instructions, and when the computer instructions are executed by a processor, causing the processor to perform the following actions:
  • an embodiment of the present invention provides another computer-readable storage medium storing computer instructions.
  • the processor is caused to perform the following actions:
  • the processor may also be caused to execute all or part of the steps involved in the work order processing method in the foregoing embodiments.
  • the device embodiments described above are only schematic, wherein the units described as separate components may or may not be physically separated, and the components shown as units may or may not be physical units, that is, may be located One place, or it can be distributed across multiple network elements. Some or all of the modules may be selected according to actual needs to achieve the objective of the solution of this embodiment. Those of ordinary skill in the art can understand and implement without creative labor.
  • each embodiment can be implemented by adding a necessary universal hardware platform, and of course, it can also be implemented by a combination of hardware and software.
  • the above-mentioned technical solution essentially or part that contributes to the existing technology may be embodied in the form of a computer product.
  • the present invention may use one or more computer-usable storages containing computer-usable program code.
  • the form of a computer program product implemented on a medium including but not limited to disk storage, CD-ROM, optical storage, etc.).
  • These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable work order processing device to a particular floor so that the instructions stored in the computer-readable memory produce a manufactured article including the instruction means, the The instruction device implements the functions specified in one or more flowcharts and / or one or more blocks of the block diagram.
  • These computer program instructions can also be loaded onto a computer or other programmable work order processing device, so that a series of steps can be performed on the computer or other programmable device to produce a computer-implemented process for execution on the computer or other programmable device.
  • the instructions provide steps for implementing the functions specified in one or more flowcharts and / or one or more blocks of the block diagrams.
  • a computing device includes one or more processors (CPUs), input / output interfaces, network interfaces, and memory.
  • processors CPUs
  • input / output interfaces output interfaces
  • network interfaces network interfaces
  • memory volatile and non-volatile memory
  • Memory may include non-persistent memory, random access memory (RAM), and / or non-volatile memory in computer-readable media, such as read-only memory (ROM) or flash memory (flash RAM). Memory is an example of a computer-readable medium.
  • RAM random access memory
  • ROM read-only memory
  • flash RAM flash memory
  • Computer-readable media includes both permanent and non-persistent, removable and non-removable media.
  • Information can be stored by any method or technology.
  • Information may be computer-readable instructions, data structures, modules of a program, or other data.
  • Examples of computer storage media include, but are not limited to, phase change memory (PRAM), static random access memory (SRAM), dynamic random access memory (DRAM), other types of random access memory (RAM), and read-only memory (ROM), electrically erasable programmable read-only memory (EEPROM), flash memory or other memory technologies, read-only disc read-only memory (CD-ROM), digital versatile disc (DVD) or other optical storage, Magnetic tape cartridges, magnetic tape magnetic disk storage or other magnetic storage devices or any other non-transmission media may be used to store information that can be accessed by computing devices.
  • computer-readable media does not include temporary computer-readable media, such as modulated data signals and carrier waves.

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Abstract

Certains modes de réalisation de la présente invention concernent un procédé et un appareil de traitement de bons de travail. Le procédé comporte les étapes consistant à: recevoir des informations de rétroaction transmises par un dispositif terminal en réaction à des premières informations vocales introduites par un utilisateur; et d'après les informations de rétroaction, mettre à jour l'état de traitement d'un bon de travail correspondant. Au moyen du procédé et de l'appareil de traitement de bons de travail selon les modes de réalisation de la présente invention, il est permis à l'utilisateur d'introduire les informations vocales au moyen du dispositif terminal lors du traitement du bon de travail, le dispositif terminal peut transmettre les informations de rétroaction correspondantes à un serveur selon les informations vocales introduites par l'utilisateur, et le serveur met à jour l'état de traitement du bon de travail d'après les informations de rétroaction. Un procédé de traitement de bons de travail plus souple est mis en place pour l'utilisateur, et est simple à exploiter et facile à utiliser, et ainsi, le rendement de traitement du bon de travail est en pratique amélioré, tout en facilitant la circulation normale du bon de travail.
PCT/CN2019/100544 2018-08-21 2019-08-14 Procédé et appareil de traitement de bons de travail WO2020038262A1 (fr)

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CN113780987A (zh) * 2021-08-31 2021-12-10 山石网科通信技术股份有限公司 业务的开通方法及装置、存储介质和处理器
CN115277406A (zh) * 2022-07-22 2022-11-01 中国工商银行股份有限公司 工单溯源方法、装置、计算机设备、存储介质和程序产品

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