Method and device for processing work order

A work order and problem technology, applied in the field of work order processing methods and devices, can solve problems such as low efficiency, large workload, and inability to manage the response to problems in a unified manner, and achieve the effect of improving processing efficiency

Inactive Publication Date: 2016-01-06
BEIJING QIHOO TECH CO LTD +1
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, for the service provider, this solution cannot uniformly manage the responses to the questions, and for the customer service personnel, the workload is heavy and the efficiency is low

Method used

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  • Method and device for processing work order
  • Method and device for processing work order
  • Method and device for processing work order

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0077] refer to figure 1 , which shows a flow chart of the steps of a work order processing method according to Embodiment 1 of the present invention, which may specifically include the following steps:

[0078] Step 110: Obtain each post from the forum.

[0079] Each platform corresponds to different forums, and each forum has different sections, and the present invention obtains each post from the customer exchange areas of different forums. For example: a game platform includes games such as Ultimate Battle, Primordial Legend and God of War, each game has its own forum, and the present invention can obtain each post from the customer communication areas of the three game forums.

[0080] The application environment of the embodiment of the present invention includes: a forum server, a work order server and a customer service client, wherein the work order server includes a database and a work order processing module, and the database includes a relational database manageme...

Embodiment 2

[0106] refer to figure 2 , which shows a flow chart of the steps of a work order processing method according to Embodiment 2 of the present invention, which may specifically include the following steps:

[0107] Step 210: Obtain the post list of each target forum of the forum, and obtain each post according to the post list.

[0108] In the embodiment of the present invention, there may be multiple boards in the forum, and some boards may not be game boards, so the embodiment of the present invention can only use the game board as the target board, so as to obtain the posts of these target boards.

[0109] In practical application, the post list of each target board of the forum can be obtained according to the title of the target board, and / or the ID of the target board and / or the keyword information of the target board, and each post can be obtained according to the list of posts.

[0110] In the embodiment of the present invention, the title of the target forum, the ID of...

Embodiment 3

[0150] refer to image 3 , which shows a flow chart of the steps of a work order processing method described in Embodiment 3 of the present invention, which may specifically include the following steps:

[0151] Step 310: Obtain each post from the forum.

[0152] Obtain posts through the interface, and obtain posts from the forum every specified period.

[0153] Step 320: Perform semantic recognition on the text content of each post to obtain target question data.

[0154] Step 330: Normalize the target question data for the same question in each target question data.

[0155] In the embodiment of the present invention, there may be many players who have published posts on the same question. For example, many players have posted a question similar to "Why can't I log in to Tianlong Babu" on a certain day. Under maintenance, so these questions are actually the same, and agents can answer just one question.

[0156] Then, in the embodiment of the present invention, in order ...

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Abstract

Embodiments of the invention provide a method and a device for processing work orders, and relates to the technical field of computers. The method comprises: obtaining posts from a BBS; performing semantic recognition on text content of each post, to obtain target problem data; according to the target problem data, generating a problem work order; sending the problem work order to a customer service client; receiving an answer message aimed at the problem work order returned from the customer service client, and automatically replying by a reply message in the post corresponding to the problem work order. The method and the device solve problems that client personnel need to log in a BBS, and browse the posts one by one to find the problem post. Through extracting target problem data, generating the problem work order, and sending the problem work order to the customer service client, unified processing of the problem work order is realized, and the post corresponding to the problem work order can be automatically replied by the reply message. Thus, processing efficiency of client personnel is greatly improved.

Description

technical field [0001] The invention relates to the field of computer technology, in particular to a work order processing method and device. Background technique [0002] With the development of network technology, people publish information and exchange ideas through forums. Forum (Bulletin Board System, BBS) is an electronic information service system with strong interactivity and rich content on the Internet. Users can obtain various information services and release information on the BBS site, and can conduct discussions, chats, etc. at the same time. Among them, forums include various forms such as post bars, and post bars can be understood as a simplified form of forums, such as Baidu post bars and other post bars. [0003] For many applications, such as game applications, such as various games on the 360 ​​game platform, many users may encounter many problems in the process of playing games, and these users may post posts in the forum, and put forward their problems...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F17/30G06F17/27
CPCG06F16/9535G06F40/30
Inventor 王冬冬古李仇立萍
Owner BEIJING QIHOO TECH CO LTD
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