Service information processing method and device

Abstract

The embodiment of the present application discloses a service information processing method and device, wherein the method comprises: receiving a service request, wherein the service comprises the service required during check-in, check-out or check-in in a guest room at a target service location; creating a task work order of a corresponding type according to the service type information and service address information corresponding to the service request; assigning a task executor to the task work order, and sending the information of the task work order to a terminal device associated with the task executor. Through the embodiment of the present application, more efficient and convenient services can be provided for customers who check in or check in at a hotel.

Description

Technical Field

[0001] The present application relates to the technical field of service information processing, and in particular to a service information processing method and device. Background Art

[0002] A hotel is a place that provides guests with lodging and food. It can usually use its buildings as a voucher to provide services to guests by selling guest rooms, catering and comprehensive service facilities. With the development of commodity object information service systems to more fields, hotels have also become one of the fields. Through this service system, users can realize online room reservations, online payments, and so on. In addition, the service system can also maintain the user's credit system. Users with good credit can even realize "credit stay" such as no deposit and no room inspection, without complicated check-in or check-out procedures. Therefore, it provides convenience for users and hotel operators. In addition, some hotels also provide some smart devices, such as self-service check-in check-in devices, smart door locks, smart elevators, smart robots, and so on. These smart devices can further provide convenience for users and save the hotel's labor costs.

[0003] However, in actual applications, users will have a lot of needs for further services when they check in or after they check in. For example, during the check-in process, the self-service check-in equipment fails, or after checking in, it is found that there are no slippers in the room, or the clothes need to be sent for washing, etc. In the above cases, users may need to contact the hotel front desk and other service personnel, and then the front desk will assign a designated waiter to provide services. In some cross-departmental situations, it may be necessary to contact the department head first, and then the department head will assign a specific task work order to a specific duty person, etc. The task work order may not be assigned in time, and the execution process cannot be monitored. Therefore, it often happens that after customers call to express their needs, they have not received the corresponding service for a long time, so they may call the front desk again to ask the reason, and the front desk may need to ask the specific waiter or the cross-departmental supervisor by phone, etc.

[0004] According to statistics, among all the calls received by the hotel front desk, those asking about the service progress account for about 7%, which is undoubtedly a very high proportion and will affect the user's experience of the hotel service quality. Therefore, how to provide more efficient and convenient services for customers who check in or check in at the hotel has become a technical problem that needs to be solved by technical personnel in this field. Summary of the invention

[0005] The present application provides a service information processing method and device, which can provide more efficient and convenient services for customers who check in or check in to a hotel.

[0006] This application provides the following solutions:

[0007] A service information processing method, comprising:

[0008] Receiving a service request, wherein the service includes a service required during check-in, check-out, or check-in in a guest room at a target service location;

[0009] Create a task work order of the corresponding type according to the service type information and service address information corresponding to the service request;

[0010] A task executor is assigned to the task worksheet, and information of the task worksheet is sent to a terminal device associated with the task executor.

[0011] A service information processing method, comprising:

[0012] The first client provides optional service type information, where the service includes services required during check-in, check-out or check-in in a guest room at a target service location;

[0013] After the target service type is selected, a service request is submitted to the server, and the service request carries information of the service demander associated with the first client, so that the server generates a service order and a task work order of the corresponding type, and assigns it to the task executor for execution;

[0014] Provides an operation option for viewing the service order status, so as to obtain and display the service progress information from the server.

[0015] A service information processing method, comprising:

[0016] The second client provides operation options for initiating a task ticket;

[0017] After receiving the operation request through the operation option, determining the required service type information and the information of the service demander user; the service includes the services required during the check-in, check-out or check-in process in the guest room at the target service place;

[0018] According to the selected service type and the information of the service demander user, a request for initiating a task work order is submitted to the server so that the server can create a task work order of the corresponding type and assign it to the task executor for execution.

[0019] A service information processing method, comprising:

[0020] The third client receives the task work order information assigned by the server, wherein the task work order corresponds to the service required by the service demander, and the service includes the service required during the check-in, check-out or check-in process in the guest room at the target service place;

[0021] Providing an operation option for collecting the task work order;

[0022] After receiving the pick-up operation, provide detailed information of the task work order.

[0023] A service information processing method, comprising:

[0024] After receiving the request to view the task work order information, the fourth client requests the server to obtain the task work order list information, wherein the requester carries the information of the administrator user associated with the fourth client;

[0025] Receive a list of task work order information associated with the subordinate users of the manager user returned by the server, and display the list; wherein the task work order corresponds to the service required by the service demander user, and the service includes the services required during check-in, check-out or stay in the guest room at the target service place.

[0026] A service information processing method, comprising:

[0027] The smart device captures abnormal information during the process of providing services; wherein the smart device is located in the target service location and is used to provide services for the user's check-in, check-out or service needs generated during the stay in the guest room;

[0028] If exception information is captured, a service request is submitted to the server, which carries the fault type and information for locating the smart device, so that the server can generate a corresponding task work order and provide it to a third client associated with the task executor user, and the task executor will provide the service at the location of the smart device.

[0029] A service information processing device, comprising:

[0030] A request receiving unit, configured to receive a service request, wherein the service includes a service required during check-in, check-out or check-in in a guest room at a target service location;

[0031] A work order creation unit, used to create a task work order of a corresponding type according to the service type information and service address information corresponding to the service request;

[0032] The task allocation unit is used to allocate a task executor to the task worksheet and send the information of the task worksheet to the terminal device associated with the task executor.

[0033] A service information processing device, comprising:

[0034] An information providing unit, configured to provide optional service type information, wherein the service includes services required during check-in, check-out or check-in in a guest room at a target service location;

[0035] A request submission unit, used to submit a service request to a server after a target service type is selected, and to carry information of a service demander associated with the first client in the service request, so that the server generates a service order and a task work order of a corresponding type, and assigns the work order to a task executor for execution;

[0036] The operation option providing unit is used to provide an operation option for viewing the service order status, so as to obtain and display the service progress information from the service end.

[0037] A service information processing device, comprising:

[0038] An operation option providing unit, used for providing operation options for initiating a task work order;

[0039] An information determination unit, configured to determine the required service type information and information of the service demander user after receiving the operation request through the operation option; the service includes the service required during the check-in, check-out or check-in process in the target service place;

[0040] The request submission unit is used to submit a request for initiating a task work order to the server according to the selected service type and the information of the service demander user, so that the server can create a task work order of the corresponding type and assign it to the task executor for execution.

[0041] A service information processing device, comprising:

[0042] A work order information receiving unit, used to receive task work order information assigned by the server, wherein the task work order corresponds to the service required by the service demander, and the service includes the service required during the check-in, check-out or check-in process in the guest room at the target service place;

[0043] An operation option providing unit, used for providing an operation option for collecting the task work order;

[0044] The detailed information providing unit is used to provide detailed information of the task work order after receiving the collection operation.

[0045] A service information processing device, comprising:

[0046] A work order list information request unit, configured to request the server to obtain the task work order list information after receiving a request for viewing the task work order information, wherein the requester carries information of the administrator user associated with the fourth client;

[0047] A work order list information obtaining unit is used to receive a task work order information list associated with the subordinate users of the manager user returned by the server, and to display the list; wherein the task work order corresponds to the service required by the service demander user, and the service includes the services required during check-in, check-out or stay in a guest room at a target service location.

[0048] A service information processing device, comprising:

[0049] An abnormality capture unit is used to capture abnormal information during the process of providing services; wherein the smart device is located in the target service location and is used to provide services for the user's check-in, check-out or service needs generated during the process of staying in the guest room;

[0050] A request submission unit is used to submit a service request to the server if abnormal information is captured. The request carries the fault type and information for locating the smart device, so that the server can generate a corresponding task work order and provide it to a third client associated with the task executor user, and the task executor provides the service at the location of the smart device.

[0051] According to the specific embodiments provided in this application, this application discloses the following technical effects:

[0052] Through the embodiment of the present application, it is possible to provide a service end for receiving a specific service request through a specific service system, and to create a task work order based on the service demander information, service address, service type information, etc. associated with the service request, and directly assign it to a specific task executor for execution. It can be seen that in this way, the automatic allocation of specific service requests can be realized, and the process of specific service requests can be informatized, and it is no longer necessary to be allocated by a specific department manager, etc., so efficiency can be improved. In addition, it is also conducive to realizing the transparency of the progress of various task processing, so that users can obtain specific task status, progress and other information.

[0053] In addition, through the digital expression of specific tasks, employees, etc., the entire process can be digitally processed. When performing specific task assignments and employee scheduling, the most suitable task executors can be matched according to the multiple attributes of the specific tasks and the multiple attributes of the employees, so as to provide users with more efficient and high-quality services.

[0054] Of course, any product implementing the present application does not necessarily need to achieve all of the advantages described above at the same time. BRIEF DESCRIPTION OF THE DRAWINGS

[0055] In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings required for use in the embodiments will be briefly introduced below. Obviously, the drawings described below are only some embodiments of the present application. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying creative work.

[0056] Figure 1 It is a schematic diagram of the system architecture provided by the embodiment of the present application;

[0057] Figure 2 is a flow chart of the first method provided in an embodiment of the present application;

[0058] Figures 3-1 to 3-5 is a schematic diagram of a user interface of a first client provided in an embodiment of the present application;

[0059] Figures 4-1 to 4-3 is a page schematic diagram of the smart office application provided in an embodiment of the present application;

[0060] Figure 5 is a schematic diagram of a user interface of a third client provided in an embodiment of the present application;

[0061] Figure 6 is a schematic diagram of a user interface of a fourth client provided in an embodiment of the present application;

[0062] Figures 7-1 to 7-4 It is a schematic diagram of the configuration interface provided in the embodiment of the present application;

[0063] Figure 8 is a flow chart of the second method provided in an embodiment of the present application;

[0064] Fig. 9 is a flowchart of the third method provided in an embodiment of the present application;

[0065] Fig.10 is a flowchart of the fourth method provided in an embodiment of the present application;

[0066] Fig.11 is a flowchart of the fifth method provided in an embodiment of the present application;

[0067] Fig.12 is a flowchart of the sixth method provided in an embodiment of the present application;

[0068] Fig.13 is a schematic diagram of a first device provided in an embodiment of the present application;

[0069] Fig.14 is a schematic diagram of a second device provided in an embodiment of the present application;

[0070] Fig.15 is a schematic diagram of a third device provided in an embodiment of the present application;

[0071] Fig.16 is a schematic diagram of a fourth device provided in an embodiment of the present application;

[0072] Fig.17 is a schematic diagram of a fifth device provided in an embodiment of the present application;

[0073] Fig.18 It is a schematic diagram of the sixth device provided in an embodiment of the present application. DETAILED DESCRIPTION

[0074] The following will be combined with the drawings in the embodiments of the present application to clearly and completely describe the technical solutions in the embodiments of the present application. Obviously, the described embodiments are only part of the embodiments of the present application, not all of the embodiments. All other embodiments obtained by ordinary technicians in this field based on the embodiments in the present application belong to the scope of protection of this application.

[0075] In the embodiment of the present application, in order to provide more efficient and convenient services in scenarios such as hotels, a corresponding processing solution is provided. In this solution, the hotel service process can be reconstructed, standardized and digitized, and on this basis, the service can be guaranteed to be two-way transparent to customers and managers, or by setting up system monitoring of key service nodes, different monitoring time parameters and early warning methods can be set according to different business processes, so that users can get more timely services.

[0076] In order to achieve the above goals, first of all, the whole process can be digitized, specifically, it can include the digitization of tasks and employees. In addition, some matching rules and platform parameters can be configured to achieve specific task allocation, employee scheduling, etc. Secondly, it can also realize the interconnection of some smart devices (including smart door locks, smart elevators, smart speakers, self-service check-in equipment, robots, etc.); furthermore, it can also provide smart data reports to count the completion of employees' tasks.

[0077] First, regarding task digitization, we can specifically assign basic attributes, initiation attributes, inter-task relationship attributes, and customer attributes to tasks.

[0078] Among them, the basic attributes may include ability requirements (basic / professional, etc.), requirements for each time node (rules), estimated duration (which can be obtained based on historical data), etc.

[0079] The initiation attributes may specifically include the response location, context (service / consumption records during this stay), urgency, etc.

[0080] The inter-task relationship attributes may specifically include: merging, task estimation (correlation between tasks), priority, etc.

[0081] Customer attributes may specifically include service preferences, region (native place / permanent residence), customer level, etc.

[0082] Regarding employee digitalization, employees can be given attributes such as skill attributes, current status, historical data, and organizational development.

[0083] Among them, skill attributes may specifically include: skill holding (professional / basic), skill level / rating / years, etc.

[0084] The current status may specifically include: work saturation, current / predicted position, enthusiasm (motivation / task grabbing), estimated time to complete the current task, estimated time to complete the target task, fatigue, etc.

[0085] Historical data may specifically include: proficiency / processing time, historical completion rate / overtime rate, accident rate, complaint rate, and praise rate.

[0086] Organizational development can specifically include: revenue, personnel growth, etc.

[0087] Specific matching rules may include: resource pool, skill holdings, skill level (special cases, such as VIP customers, etc.), saturation & location, accident rate, overtime rate, work completion, etc.

[0088] Among them, the saturation & location rules may include: when there are currently available resources, select the employee who is closest to you; when there are currently no available resources, consider saturation first and then distance, and so on.

[0089] The platform parameter settings may specifically include: rule settings, including capability requirements (basic / professional, etc.), manual participation, relationships between tasks, tasks within the service group and estimates, threshold settings, etc.

[0090] The threshold setting may specifically include:

[0091] Emergency dispatch: members involved in manual emergency dispatch / do not accept tasks before the order is stopped

[0092] Warning threshold: personal warning / department warning

[0093] Capacity threshold: full, almost full, normal, or group capacity limit, individual capacity limit, etc.

[0094] Based on the above digital processing, in specific implementation, the embodiment of the present application can provide a specific service information processing system, such as Figure 1 As shown, the system can first include a server, which can run in a cloud server and provide services for multiple hotels. In particular, the server can realize the digital expression of specific tasks and employees, and match appropriate employees for specific tasks to achieve task allocation and employee scheduling. In addition, it can also realize the monitoring of task execution progress, alarm of timed tasks, statistics on employee task execution, etc., provide data reports, etc.

[0095] In addition, corresponding clients can be provided for users with different identities.

[0096] For example, a first client may be provided for consumer users. After checking into a hotel room or during the check-in or check-out process, if the user encounters a need for service, the user may initiate a service request through the first client, and the server will assign a specific task executor to the user. The user may also view the execution progress of the task through the first client, and so on.

[0097] A second client can be provided for the hotel's front desk and other waiter users. When the consumer user does not install the first client in his terminal device, or the consumer user does not know that the service request can be initiated through the first client, he may contact the store waiter to obtain the service by calling or other means. At this time, the store waiter user can initiate a request to create a task work order through the second client. It should be noted that in this case, the consumer user does not necessarily contact the store waiter user by phone. For example, it can also be initiated through the smart speaker device in the room, or through the "one-click call" button in the room, or when the waiter user is encountered in the corridor, he can also put forward his own needs, etc. Among them, the second client provided to the store waiter user can be an independent application App, or a corresponding functional module can be provided in the associated smart office application for enterprise users to provide the corresponding "initiate work order" function, etc. Among them, for the smart office application for enterprise users, since an enterprise can create enterprise users through the application, and can also save information such as employee positions, superior-subordinate relationships, etc. according to the internal organizational structure of the enterprise, it is more convenient to realize mutual communication between employees within the enterprise.

[0098] A third client can also be provided for task executors in specific positions within the hotel to receive specific task work orders, perform tasks, view task processes, submit task progress, and other operations.

[0099] A fourth client is provided for users in management positions within the hotel, who can monitor the task execution status of their subordinate employees. If a task times out, they can receive alarm information provided by the server and remind the corresponding task executor user.

[0100] Among them, in the specific implementation, the aforementioned second client, third client, and fourth client are all distinguished due to different user identities. In actual applications, they may correspond to the same enterprise-level instant messaging application, but when logging in using different identities, the specific interface content displayed may be different.

[0101] In addition, in the embodiment of the present application, since the hotel can also be equipped with some smart devices, specific service requests can also be initiated by smart devices. For example, when a user is obtaining a certain service through a smart device, the smart device fails. In this case, the smart device can also capture the abnormal phenomenon and initiate a service request to the server. The server assigns a specific task executor user to the specific location of the smart device to provide services to the user based on the fault type and location of the smart device, and the server provides services to the user, etc.

[0102] The specific technical solutions provided in the embodiments of the present application are described in detail below.

[0103] Embodiment 1

[0104] First, this embodiment provides a service information processing method from the perspective of the server. Figure 2 , the method may specifically include:

[0105] S201: receiving a service request, wherein the service includes a service required during check-in, check-out or check-in in a guest room at a target service location;

[0106] In specific implementation, consumer users can initiate service requests to the server through multiple channels, for example, they can initiate it through the first client installed in their own terminal device. At this time, the server can receive the service request initiated by the first client associated with the service demander user, so as to determine the service address based on the room identification information associated with the service demander user.

[0107] For details, see Figure 3-1 As shown, in the user interface of the first client, a "service" option may be provided. After entering the corresponding service page by clicking on the option, a variety of optional service types may be displayed, such as door opening, elevator, meal delivery, laundry, extra bed, guest supplies, etc. The user may select the service he needs and initiate a request. For example, after selecting the "guest supplies" option, the user may enter the following page: Figure 3-2The page shown in FIG. 1 lists various specific optional guest supplies, and the user can select the specific supplies required. Figure 3-3 As shown, you can choose "shower gel" and "shampoo", and you can also select the specific quantity required and other information through this page. After submitting the service request to the server, the server can generate a corresponding task work order and assign the task to a specific task executor. Among them, the specific task executor can be a specific store employee, or a robot, and so on. When making specific assignments, you can also assign the most suitable task executor based on specific task attributes, employee attributes, matching rules and other information. In addition, the server can also create a corresponding service order and associate the service order with the task work order. The specific service order information can be returned to the first client, such as Figure 3-4 As shown, in this way, the user can view the specific service order details through the first client. In addition, information such as the progress of the specific task execution process can also be disclosed to the user through the service order details page, such as Figure 3-5 As shown, the user can clearly know the service progress of the request he submitted, without having to make inquiries to the front desk by calling or other means.

[0108] In addition, as mentioned above, in actual applications, the first client may not be installed on the terminal devices of all consumer users, or some consumer users are not good at initiating service requests through the first client in a self-service manner, but are accustomed to finding the front desk or other in-store waiters when they have problems. In this case, the embodiment of the present application can also provide a second client for the waiter user such as the front desk in the store. As mentioned above, the second client can be an independent application, or it can be implemented through the functional module provided in the enterprise-level smart office application. In this way, a specific consumer user can inform the waiter user of the specific needs by making a phone call, initiating a call through a smart speaker, or a one-click call, or randomly meeting a waiter somewhere, etc., and the waiter user can create a task work order through his own second client and submit it to the server. Accordingly, the server can receive a request for initiating a task work order submitted by the second client associated with the employee user in the target service place, and the request for initiating the task work order carries the identification information of the service demander user and the required service type information, so as to determine the service address by the room identification information associated with the service demander user.

[0109] Specifically, Figure 4-1 As shown, it is a page of a smart office application. In the embodiment of the present application, after logging in as a waiter user in a hotel, options such as "initiate a work order" can be displayed. By clicking on this option, you can enter the interface of the specific optional task work order type, such as Figure 4-2 As shown in the figure, it can display "Guest Supplies Application", "Additional Bed", "Maintenance Service", "Temporary Cleaning", etc. The waiter user can select a specific item to initiate a work order according to the needs of the consumer user. For example, if the consumer user needs the "Temporary Cleaning" service, he can select this option. Then he can enter the following Figure 4-3 In the interface shown, you can fill in the specific consumer user information, the associated room number information, etc. Then you can initiate a work order, so that you can carry the specific consumer user information and the required service type information in the work order. Correspondingly, the server can execute the creation of the work order. After creating the work order, you can also assign tasks. At this time, you can also select the most suitable task executor based on the task attributes, employee attributes, etc., and send the specific task work order information to the terminal device associated with the task executor user.

[0110] In addition, as mentioned above, since the store may usually be equipped with some smart devices, including smart door locks, smart elevators, smart speakers, self-service check-in devices, etc., when the user obtains the corresponding services through these devices, there may be equipment failures and other situations, which make it impossible to complete the corresponding operations. For this situation, the interconnection and interoperability of smart devices can also be achieved in the embodiments of the present application. In other words, the smart device can capture abnormal situations, and when abnormal situations occur, it can submit a service request to the server, which can specifically carry the fault type, the identification or location information of the smart device, etc. In this way, the server can receive the service request initiated by the smart terminal device in the target service place, so as to determine the location of the smart terminal device as the service address.

[0111] S202: Creating a task work order of a corresponding type according to the service type information and service address information corresponding to the service request;

[0112] After receiving a specific service request, a task work order can be created. If the specific received request is a service request initiated by the first client, in addition to creating a task work order, a service order can also be created, and an association relationship can be established between the service order and the task work order. In this way, the service order can be used as a carrier to return task status, progress and other information to the first client, and the progress information fed back in real time during the task execution by the task executor can be provided to the consumer user through the service order. In this way, the consumer user can directly query the processing progress information of the specific service request through the first client.

[0113] S203: Assign a task executor to the task worksheet, and send information of the task worksheet to a terminal device associated with the task executor.

[0114] After creating a task work order, the server can assign specific tasks to task executors. The task executors can be specific store employees or robots in the store, etc. The server can save the relevant information of these store employees, robots, etc. in advance, including their respective positions, on-duty status, etc., that is, the employee information can be maintained according to the employee attributes defined above, which will be introduced later in the text.

[0115] If the assigned task executor is an employee user in the store, the specific work order details can also be provided to a third client associated with the employee user. Figure 5 As shown, the specific service type, service address (room number, etc.), and expected completion time can be displayed. Furthermore, operation options such as "collect work order" and "transfer work order" can be provided. For employees who receive the task, they can choose to collect the work order directly or transfer it to other employees for processing.

[0116] In specific implementation, after the employee user receives a specific work order, the service process and key node information corresponding to the task type can also be provided to the third client. In this way, the employee user can perform specific tasks according to the specific process to avoid errors. In addition, the employee user can also submit specific processing progress information to the server through the third client, and the server can receive and save the service progress information submitted by the third client, so as to return it to the querying terminal device when receiving a progress query request.

[0117] Furthermore, the server can also monitor the execution progress of the task worksheet, and if a timeout occurs at a key node of the task worksheet and the task worksheet is not completed, an alarm prompt message is provided to the third client. The specific key nodes can be determined according to the actual service process, and can be some important nodes. For these key nodes, corresponding timeout thresholds and other information can also be set through system parameters and other methods.

[0118] In addition, the superior-subordinate relationship information between employees in the organizational structure of the target service place can also be obtained; wherein, in specific implementation, if the corresponding function is realized by using a smart office application, the above information can be directly obtained by using the employee organizational structure information set in the application. After obtaining the above superior-subordinate relationship information, the execution progress information of the task work order and the corresponding task executor user information can also be provided to the fourth client corresponding to the superior manager user. That is, the fourth client can view the task allocation and execution status of its subordinate employees. For example, Figure 6As shown, a status page of a fourth client is shown, in which work orders can be classified and displayed according to different statuses, including unassigned, assigned, completed, etc.

[0119] In addition to allocating specific task orders to in-store employee users, in specific implementations, a robot device may be allocated to the task order, and information about the task order may be sent to the robot device.

[0120] Among them, when allocating to employee users, tasks can also be allocated and employees can be scheduled according to specific tasks, employee attributes and matching rules. Specifically, as mentioned above, tasks and employees can be expressed digitally and given multiple attributes respectively. Therefore, the attribute values ​​of each attribute of the task and employee can be determined separately on the server side. For example, the task attributes of the task can be obtained, wherein the task attributes include: basic attributes, initiation attributes, task relationship attributes and / or customer attributes; in addition, the employee attribute information of the employee user can be obtained, and the employee attribute information includes skill attributes, current status, historical data and / or organizational development attributes, etc.; in this way, when assigning task executors to the task worksheet, the matching target employee user can be selected for the task worksheet according to the task attributes and employee attribute information, as well as the preset matching rules, so as to allocate tasks and schedule employees. Among them, the various task attributes and employee attributes can be found in the above description. In short, through the above method, the urgency, priority, proficiency requirements, time node requirements, preference information of service demanders and other attributes of specific tasks, as well as the employee's task saturation, professionalism, fatigue, distance from the target service address, etc. can be determined to match employee users who are more suitable for performing the corresponding tasks. Specifically, if there is a target employee that matches the task attributes, the employee closest to the service address can be determined as the task executor. If there is no target employee that matches the task attributes, the target employee can be selected based on the task saturation first, and then the distance attribute from the service address is considered, and so on.

[0121] Among them, the attribute information about specific tasks can be obtained according to the type of task, as well as the attribute information pre-configured for various types of tasks. The attribute information about employees can be obtained specifically based on the employees' real-time work status, historical work records, etc. Regarding indicators such as saturation, professionalism, fatigue, etc., relevant parameters and thresholds and other information can also be set in the system in advance, and specific parameter values ​​can be collected or calculated based on this information, and then the specific saturation, professionalism, fatigue and other attribute information can be determined by comparing with the threshold. In addition, since specific employees may adopt a "shift" system, the same position may include a service group as the recipient of classified services, mainly to ensure that service demands can be implemented, corresponding to departments in the business team, such as the housekeeping department, engineering department, etc. For example, if Figure 7-1 As shown in the figure, the information of multiple service groups can be saved. However, not all members in the service group may be in working state. Figure 7-2 As shown in the figure, you can also configure a duty table in the system, which can help the work order system match effective task assignees. The duty table refers to available resources, and robots can also appear in the duty table. In specific implementation, since employees can use smart office applications to implement specific work order initiation, collection, and management functions, and smart office applications can usually provide employees with a "punch-in" function for going to and from work, the work order system can obtain employees' on-and-off status information based on this.

[0122] Among them, the monitoring information of this type of task can also be pre-configured in the system platform, for example, Figure 7-3 As shown in the figure, the configuration center can provide operation options for configuring monitoring information for various types of tasks, such as the "Edit" button shown in each row of the figure. Through specific operation options, you can enter the interface for configuring monitoring information for the corresponding type of task. Figure 7-4 As shown, corresponding monitoring information can be set for the "laundry" service. The specific monitoring information can include time information of some key nodes in the specific process, etc. After the corresponding time is configured, after the corresponding type of task is generated, the completion of the specific key nodes in the task execution process can be monitored through this configuration information. If a timeout occurs, an alarm can be issued. The specific alarm information can be directly provided to the third client associated with the task executor, and can also be provided to the fourth client of the superior manager, and so on.

[0123] In addition, in order to more conveniently and quickly count the task execution status of employee users, so as to facilitate workload or salary performance appraisal, the server can also provide data reports on the execution and completion status of task work orders of task executors. Regarding the generation of intelligent data reports, first of all, it can support the output of detailed reports such as task volume, time allocation time, acceptance time, response time, completion time, task completion degree, overtime rate, suspension rate, accident rate, etc. from the dimensions of task type, time, task executor, etc. In addition, it can also support the output of statistical reports such as item consumption, item repair, item loss, complaints, etc. from the dimensions of task type, time, etc.

[0124] In short, through the embodiments of the present application, it is possible to provide a service end for receiving specific service requests through a specific service system, and to create a task work order based on the service demander information, service address, service type information, etc. associated with the service request, and directly assign it to a specific task executor for execution. It can be seen that in this way, the automatic allocation of specific service requests can be achieved, and the process of specific service requests can be informationized, and it is no longer necessary to be allocated by specific department managers, etc., so efficiency can be improved. In addition, it is also conducive to achieving transparency in the progress of various task processing, making it easier for users to obtain specific task status, progress and other information.

[0125] In addition, through the digital expression of specific tasks, employees, etc., the entire process can be digitally processed. When performing specific task assignments and employee scheduling, the most suitable task executors can be matched according to the multiple attributes of the specific tasks and the multiple attributes of the employees, so as to provide users with more efficient and high-quality services.

[0126] Embodiment 2

[0127] This second embodiment corresponds to the first embodiment, and provides a method for processing service information from the perspective of the first client provided to the consumer user. The specific first client can exist in the form of an App, etc. The consumer user can install it in a mobile terminal device such as a mobile phone, and can initiate a specific service request through the first client when checking in, checking out, or during the check-in process at the hotel. For example, it can include adding a bed, sending laundry, etc., and the specific task execution progress information can also be queried directly through the first client. For details, see Figure 8 , the method may specifically include:

[0128] S801: The first client provides optional service type information, where the service includes services required during check-in, check-out or check-in in a guest room at a target service location;

[0129] S802: After the target service type is selected, a service request is submitted to the server, and the service request carries information of the service demander associated with the first client, so that the server generates a service order and a task work order of the corresponding type, and assigns the task executor to execute;

[0130] S803: Provide an operation option for viewing the service order status, so as to obtain and display the service progress information from the server.

[0131] Embodiment 3

[0132] This third embodiment corresponds to the first embodiment, and provides a method for processing service information from the perspective of a second client. Specifically, the second client may be a client provided to waiters and other employees in the store. When the consumer user has not installed the first client, the consumer user may inform the waiter user of his or her needs verbally or by phone. The waiter user may create a work order through the second client according to the needs of the consumer user, and submit it to the server for task assignment. Specifically, the second client may be an independent application, or may provide corresponding functional modules such as "initiate work order" in the smart office application to interact with other users under the organizational structure of the store. See, Fig. 9 , the method may specifically include:

[0133] S901: The second client provides an operation option for initiating a task work order;

[0134] S902: After receiving the operation request through the operation option, determine the required service type information and the information of the service demander user; the service includes the service required during the check-in, check-out or check-in process in the target service place;

[0135] S903: Based on the selected service type and the information of the service demander user, submit a request to initiate a task work order to the server so that the server can generate a service order, provide the order information to the first client associated with the service demander user, and create a task work order of the corresponding type, and assign it to the task executor for execution.

[0136] Embodiment 4

[0137] This fourth embodiment also corresponds to the first embodiment, and provides a service information processing method from the perspective of a third client. The third client may specifically be a client corresponding to the task executor user. After a specific task work order is assigned to an employee user, the employee user can receive specific work order information through the third client, and can perform operations such as receiving and transferring. After receiving, during the execution process, specific processing progress information can also be fed back through the third client, etc. The third client can also be an independent application, or it can provide corresponding "work order" and other functional modules in the smart office application. For details, see Fig.10 , the method may specifically include:

[0138] S1001: The third client receives task work order information assigned by the server, where the task work order corresponds to the service required by the service demander, and the service includes the service required during check-in, check-out or check-in in the guest room at the target service location;

[0139] S1002: Providing an operation option for collecting the task work order;

[0140] S1003: After receiving the receiving operation, provide detailed information of the task work order.

[0141] In specific implementation, the third client may also provide service process information and key node information corresponding to the task work order.

[0142] In addition, an operation option for submitting the execution progress of the task worksheet may also be provided to submit the execution progress information of the task worksheet.

[0143] Furthermore, an operation option for transferring the task worksheet to other employee users may be provided, so as to submit a transfer request to the server and transfer it to other users.

[0144] Embodiment 5

[0145] This fifth embodiment also corresponds to the first embodiment, and provides a service information processing method from the perspective of a fourth client. The fourth client can specifically be a client of an administrator user in the store. Through the fourth client, the administrator user can view the list of task work orders assigned to his subordinate employees, and can uniformly monitor the status of specific task work orders. Specifically, the fourth client can also be an independent application, or it can provide corresponding "work order" and other functional modules in the smart office application, and can also interact with other users under the organizational structure of the store. For details, see Fig.11 , the method may specifically include:

[0146] S1101: After receiving a request to view task work order information, the fourth client requests the server to obtain task work order list information, wherein the requester carries information of an administrator user associated with the fourth client;

[0147] S1102: Receive a list of task work order information associated with subordinate users of the manager user returned by the server, and display the list; wherein the task work order corresponds to the service required by the service demander user, and the service includes the services required during check-in, check-out or stay in a guest room at a target service location.

[0148] In specific implementation, an alarm message of service timeout for the target task work order provided by the server may also be received.

[0149] Embodiment 6

[0150] This sixth embodiment mainly provides a service information processing method from the perspective of smart devices. Among them, smart devices can be smart door locks, smart elevators, smart speakers, self-service check-in devices, etc. equipped in places such as hotels. In the embodiment of the present application, once such a device fails, it can automatically sense the abnormality and initiate a service request to the server. The server will assign the corresponding task executor to the location of the specific smart device to provide services to the corresponding consumer user. For details, see Fig.12 , the method may specifically include:

[0151] S1201: The smart device captures abnormal information during the process of providing services; wherein the smart device is located in the target service location and is used to provide services for the user's check-in, check-out or service needs generated during the process of staying in the guest room;

[0152] S1202: If exception information is captured, a service request is submitted to the server, and the request carries the fault type and information for locating the smart device, so that the server generates a corresponding task work order and provides it to a third client associated with the task executor user, and the task executor provides the service at the location of the smart device.

[0153] Among them, for the parts not described in detail in Examples 2 to 6, please refer to the description in the aforementioned Example 1, and no further details will be given here.

[0154] Corresponding to the first embodiment, the present application embodiment also provides a service information processing device, see Fig.13 , the device may include:

[0155] The request receiving unit 1301 is used to receive a service request, wherein the service includes a service required during check-in, check-out or check-in in a guest room at a target service location;

[0156] A work order creation unit 1302 is used to create a task work order of a corresponding type according to the service type information and service address information corresponding to the service request;

[0157] The task allocating unit 1303 is used to allocate a task executor to the task worksheet and send the information of the task worksheet to the terminal device associated with the task executor.

[0158] In specific implementation, the request receiving unit may be specifically used for:

[0159] Receive a service request initiated by a first client associated with a service demander user, so as to determine the service address, create a service order, and associate it with the task work order, and provide the first client with the execution progress information of the task through the service order.

[0160] Alternatively, the request receiving unit may be configured to:

[0161] A request for initiating a task work order is received from a second client associated with an employee user in the target service location. The request for initiating a task work order carries identification information of the service demander user and required service type information, so as to determine the service address by using the guest room identification information associated with the service demander user.

[0162] Furthermore, the request receiving unit may also be used for:

[0163] A service request initiated by a smart terminal device in the target service location is received, so as to determine the location of the smart terminal device as the service address.

[0164] The task allocation unit may be specifically used for:

[0165] According to the employee user information corresponding to the task type, the task worksheet is assigned to the task executor user, and the information of the task worksheet is sent to a third client in a terminal device associated with the task executor user.

[0166] In a specific implementation, the device may further include:

[0167] The information providing unit is used to provide the service process and key node information corresponding to the task type to the third client.

[0168] The progress information storage unit is used to receive and store the service progress information submitted by the third client, so as to return it to the querying party terminal device when a progress query request is received.

[0169] The progress monitoring unit is used to monitor the execution progress of the task worksheet, and if a key node of the task worksheet is timed out and not completed, an alarm prompt information is provided to the third client.

[0170] An employee relationship obtaining unit, used to obtain the superior-subordinate relationship information between employees in the organizational structure of the target service place;

[0171] The information reporting unit is used to provide the execution progress information of the task worksheet and the information of the corresponding task executor user to the fourth client corresponding to the upper-level manager user.

[0172] The task allocation unit may also be used to:

[0173] A robot device is allocated to the task worksheet, and information of the task worksheet is sent to the robot device.

[0174] In addition, the device may also include:

[0175] A task attribute obtaining unit, used to obtain the task attributes of the task, wherein the task attributes include: basic attributes, initiation attributes, inter-task relationship attributes and / or customer attributes;

[0176] An employee attribute obtaining unit, used to obtain employee attribute information of an employee user, wherein the employee attribute information includes skill attributes, current status, historical data and / or organizational development attributes;

[0177] At this time, the task allocation unit can be specifically used to:

[0178] According to the task attributes and employee attribute information, and preset matching rules, a matching target employee user is selected for the task worksheet to perform task allocation and employee scheduling.

[0179] The task allocation unit may be specifically used for:

[0180] A matching target employee user is selected for the task work order based on the urgency, priority information, professional requirements, time node requirements, and / or preference information of the service demander of the task associated with the task work order, as well as the employee user's task saturation, professionalism, fatigue and / or distance information from the target service address.

[0181] Specifically, the task allocation unit can be used to:

[0182] If there is an employee matching the task attribute, the target employee is determined according to the distance information between the matching employee and the target service address.

[0183] In addition, the task allocation unit may also be used for:

[0184] If there is no employee matching the task attributes, the target employee is determined based on the employee task saturation information and the distance information from the target service address.

[0185] In addition, the device may also include:

[0186] The data report providing unit is used to provide data reports on the execution and completion status of the task work orders of the task executor users.

[0187] The data report providing unit may be specifically used for:

[0188] From the dimensions of task type, time or task executor, output data reports on task volume, average allocation time, acceptance time, response time, completion time, task completion rate, timeout rate, suspension rate and / or accident rate.

[0189] Alternatively, the data report providing unit may also be used for:

[0190] Based on the task type or time dimension, output statistical reports on item consumption, item repair, item loss, and complaint issues.

[0191] Corresponding to the second embodiment, the present application embodiment also provides a service information processing device, see Fig.14 , the device may include:

[0192] The information providing unit 1401 is used to provide optional service type information, where the service includes services required during check-in, check-out or check-in in a guest room at a target service location;

[0193] The request submitting unit 1402 is used to submit a service request to the server after the target service type is selected, and carry information of the service demander user associated with the first client in the service request, so that the server generates a service order and a task work order of the corresponding type, and assigns it to the task executor for execution;

[0194] The operation option providing unit 1403 is used to provide an operation option for viewing the service order status, so as to obtain and display the service progress information from the service end.

[0195] Corresponding to the third embodiment, the present application embodiment also provides a service information processing device, see Fig.15 , the device may include

[0196] An operation option providing unit 1501 is used to provide an operation option for initiating a task work order;

[0197] The information determination unit 1502 is used to determine the required service type information and the information of the service demander user after receiving the operation request through the operation option; the service includes the service required during the check-in, check-out or check-in process in the target service place;

[0198] The request submission unit 1503 is used to submit a request for initiating a task work order to the server according to the selected service type and the information of the service demander user, so that the server can create a task work order of the corresponding type and assign it to the task executor for execution.

[0199] Corresponding to the fourth embodiment, the present application embodiment also provides a service information processing device, see Fig.16 , the device may include

[0200] The work order information receiving unit 1601 is used to receive task work order information assigned by the server, wherein the task work order corresponds to the service required by the service demander, and the service includes the service required during the check-in, check-out or check-in process in the target service place;

[0201] An operation option providing unit 1602 is used to provide an operation option for collecting the task work order;

[0202] The detailed information providing unit 1603 is used to provide detailed information of the task work order after receiving the receiving operation.

[0203] In a specific implementation, the device may further include:

[0204] The information providing unit is used to provide the service process information and key node information corresponding to the task worksheet.

[0205] The execution progress operation option providing unit is used to provide an operation option for submitting the execution progress of the task worksheet, so as to submit the execution progress information of the task worksheet.

[0206] The task transfer operation option providing unit is used to provide an operation option for transferring the task worksheet to other employee users, so as to submit a transfer request to the server and transfer it to other users.

[0207] Corresponding to the fifth embodiment, the present application embodiment also provides a service information processing device, see Fig.17 , the device may include

[0208] The work order list information request unit 1701 is used to request the server to obtain the task work order list information after receiving the request for viewing the task work order information, wherein the requester carries the information of the administrator user associated with the fourth client;

[0209] The work order list information obtaining unit 1702 is used to receive a task work order information list associated with the subordinate users of the manager user returned by the server, and display the list; wherein the task work order corresponds to the service required by the service demander user, and the service includes the services required during check-in, check-out or stay in a guest room at the target service location.

[0210] In a specific implementation, the device may further include:

[0211] The alarm information receiving unit is used to receive the alarm information of service timeout for the target task work order provided by the server.

[0212] Corresponding to the sixth embodiment, the present application embodiment further provides a service information processing device, see Fig.18 , the device may include

[0213] The abnormality capturing unit 1801 is used to capture abnormal information during the process of providing services; wherein the smart device is located in the target service location and is used to provide services for the service needs generated during the user's check-in, check-out or stay in the guest room;

[0214] The request submission unit 1802 is used to submit a service request to the server if abnormal information is captured. The request carries the fault type and information for locating the smart device, so that the server generates a corresponding task work order and provides it to a third client associated with the task executor user, and the task executor provides the service at the location of the smart device.

[0215] It can be known from the description of the above implementation methods that those skilled in the art can clearly understand that the present application can be implemented by means of software plus a necessary general hardware platform. Based on such an understanding, the technical solution of the present application can be essentially or partly contributed to the prior art in the form of a software product, which can be stored in a storage medium such as ROM / RAM, a magnetic disk, an optical disk, etc., and includes several instructions for enabling a computer device (which can be a personal computer, a server, or a network device, etc.) to execute the methods described in the various embodiments of the present application or certain parts of the embodiments.

[0216] Each embodiment in this specification is described in a progressive manner, and the same or similar parts between the embodiments can refer to each other, and each embodiment focuses on the differences from other embodiments. In particular, for the system or system embodiment, since it is basically similar to the method embodiment, the description is relatively simple, and the relevant parts can refer to the partial description of the method embodiment. The system and system embodiments described above are merely schematic, wherein the units described as separate components may or may not be physically separated, and the components displayed as units may or may not be physical units, that is, they may be located in one place, or they may be distributed on multiple network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the scheme of this embodiment. Ordinary technicians in this field can understand and implement it without creative work.

[0217] The service information processing method and device provided by the present application are described in detail above. The principles and implementation methods of the present application are described in detail using specific examples. The description of the above embodiments is only used to help understand the method and core idea of ​​the present application. At the same time, for those skilled in the art, according to the idea of ​​the present application, there will be changes in the specific implementation methods and application scope. In summary, the content of this specification should not be understood as limiting the present application.

Claims

1. A service information processing method, characterized in that: include: Receiving a service request initiated by a consumer user through a first client in a personal terminal device, and creating a corresponding service order, wherein the service includes services required during check-in, check-out or check-in in a guest room at a target service location; Creating a first task work order of a corresponding type according to the service type information and service address information corresponding to the service request, and establishing an association relationship between the service order and the first task work order; According to the task attributes of the first task worksheet, the employee attribute information of the employee user, and the preset matching rules, a task executor is assigned to the first task worksheet, and the information of the first task worksheet is sent to the terminal device associated with the task executor, and the information of the service order is returned to the first client; the service progress information of the service order is obtained according to the task execution progress information of the first task worksheet, so as to provide the service progress information to the first user through the service order; Among them, the task executor includes an intelligent device, and the intelligent device is also used to capture exception information during the process of providing services. If exception information is captured, a service request is submitted to the server. The request carries the fault type and information for locating the intelligent device, so that the server generates a corresponding second task work order and provides it to a third client associated with the task executor user, and the task executor provides the service at the location of the intelligent device.

2. The method according to claim 1, characterized in that Also includes: The service process and key node information corresponding to the service type are provided to the third client.

3. The method according to claim 2, characterized in that Also includes: The service progress information submitted by the third client is received and saved, so as to be returned to the querying party terminal device when a progress query request is received.

4. The method according to claim 3, characterized in that: Also includes: The execution progress of the second task worksheet is monitored, and if a key node of the task worksheet times out and is not completed, an alarm prompt message is provided to the third client.

5. The method according to claim 1, characterized in that Also includes: Obtaining information on the hierarchical relationships among employees in the organizational structure of the target service location; The execution progress information of the first task worksheet and the information of the corresponding task executor user are provided to the fourth client corresponding to the upper-level manager user.

6. The method according to claim 1, characterized in that The step of allocating a task executor to the first task worksheet and sending information of the first task worksheet to a terminal device associated with the task executor includes: A robot device is allocated to the first task worksheet, and information of the first task worksheet is sent to the robot device.

7. The method according to any one of claims 1 to 6, characterized in that: Also includes: The task attributes of the first task worksheet include: basic attributes, initiation attributes, inter-task relationship attributes and / or customer attributes; The employee attribute information includes skill attributes, current status, historical data and / or organizational development attributes.

8. The method according to claim 7, characterized in that The assigning a task executor to the first task worksheet includes: Based on the urgency, priority information, professional requirements, time node requirements, and / or preference information of the task associated with the first task work order, as well as the employee user's task saturation, professionalism, fatigue and / or distance information from the target service address, a matching target employee user is selected as the task executor for the task work order.

9. The method according to claim 8, characterized in that The assigning a task executor to the first task worksheet includes: If there is an employee matching the task attribute, the target employee is determined as the task executor according to the distance information between the matching employee and the target service address.

10. The method according to claim 8, characterized in that The assigning a task executor to the first task worksheet includes: If there is no employee matching the task attributes, the target employee is determined as the task executor based on the employee's task saturation information and the distance information from the target service address.

11. The method according to claim 1, characterized in that: Also includes: Provides data reports on the execution and completion status of the first task work order of the task executor user.

12. The method according to claim 11, characterized in that The data report on the execution and completion status of the first task work order of the task executor user is provided, including: From the service type, time or task executor dimension, output data reports on task volume, average allocation time, acceptance time, response time, completion time, task completion rate, timeout rate, suspension rate and / or accident rate.

13. The method according to claim 11, characterized in that The data report on the execution and completion status of the first task work order of the task executor user is provided, including: Output statistical reports on item consumption, item repair, item loss, and complaint issues based on service type or time dimension.

14. A service information processing method, characterized in that: include: The first client provides optional service type information, where the service includes services required during check-in, check-out or check-in in a guest room at a target service location; The first client runs on a personal terminal device of a consumer user; After the target service type is selected, a service request is submitted to the server, and the service request carries information of the service demander user associated with the first client, so that the server generates a service order and a first task work order of the corresponding type, and establishes an association relationship between the service order and the first task work order, and assigns the first task work order to the task executor for execution; wherein the task executor includes an intelligent device, and the intelligent device is also used to capture abnormal information during the process of providing services. If abnormal information is captured, a service request is submitted to the server, and the request carries the fault type and information for locating the intelligent device, so that the server generates a corresponding second task work order, and provides it to a third client associated with the task executor user, and the task executor provides services at the location of the intelligent device; An operation option for viewing the service order status is provided to obtain service progress information from the service end and display it to the consumer user through the first client, wherein the service progress information is determined according to the task execution progress of the first task work order.

15. A service information processing method, characterized in that: include: The smart device captures abnormal information during the process of providing services; wherein the smart device is located in a target service location and is used to provide services for service needs generated by users during check-in, check-out or staying in a guest room; the user includes a consumer user, and the service demand is initiated by a first client in a personal terminal device of the consumer user; If abnormal information is captured, a service request is submitted to the server, and the request carries the fault type and information for locating the smart device, so that the server generates a corresponding task work order and provides it to a third client associated with the task executor user, and the task executor provides the service at the location of the smart device; the task work order is associated with the service order corresponding to the service demand; the server is also used to obtain the service progress information of the service order based on the task execution progress information of the task work order, so as to provide the service progress information to the consumer user through the service order.

16. A service information processing device, characterized in that: include: A request receiving unit, configured to receive a service request initiated by a consumer user through a first client in a personal terminal device, and create a corresponding service order, wherein the service includes services required during check-in, check-out or check-in in a guest room at a target service location; A work order creation unit, configured to create a first task work order of a corresponding type according to the service type information and service address information corresponding to the service request, and establish an association relationship between the service order and the first task work order; A task assignment unit is used to assign a task executor to the first task worksheet according to the task attribute of the first task worksheet, the employee attribute information of the employee user, and a preset matching rule, and send the information of the first task worksheet to the terminal device associated with the task executor, and return the information of the service order to the first client; obtain the service progress information of the service order according to the task execution progress information of the first task worksheet, so as to provide the service progress information to the first user through the service order; Among them, the task executor includes an intelligent device, and the intelligent device is also used to capture exception information during the process of providing services. If exception information is captured, a service request is submitted to the server. The request carries the fault type and information for locating the intelligent device, so that the server generates a corresponding second task work order and provides it to a third client associated with the task executor user, and the task executor provides the service at the location of the intelligent device.

17. A service information processing device, characterized in that: The device is applied to a first client and includes: An information providing unit, configured to provide optional service type information, wherein the service includes services required during check-in, check-out or check-in in a guest room at a target service location; the first client is run in a personal terminal device of a consumer user; A request submission unit, used to submit a service request to a server after a target service type is selected, and to carry information of a service demander user associated with the first client in the service request, so that the server generates a service order and a first task work order of a corresponding type, and establishes an association relationship between the service order and the first task work order, and assigns the first task work order to a task executor for execution; wherein the task executor includes an intelligent device, and the intelligent device is also used to capture abnormal information during the process of providing services. If abnormal information is captured, a service request is submitted to the server, and the request carries the fault type and information for locating the intelligent device, so that the server generates a corresponding second task work order, and provides it to a third client associated with the task executor user, and the task executor provides services at the location of the intelligent device; An operation option providing unit is used to provide operation options for viewing the service order status, so as to obtain service progress information from the server and display it to the consumer user through the first client. The service progress information is determined according to the task execution progress of the first task work order.

18. A service information processing device, characterized in that: The device is applied to a smart device, and includes: An abnormality capturing unit is used to capture abnormal information during the process of providing services; wherein the smart device is located in the target service location and is used to provide services for the service needs generated by the user during the process of checking in, checking out or staying in the guest room; the user includes a consumer user, and the service demand is initiated by a first client in the personal terminal device of the consumer user; A request submission unit is used to submit a service request to a server if exception information is captured. The request carries the fault type and information for locating the smart device, so that the server generates a corresponding task work order and provides it to a third client associated with the task executor user, and the task executor provides the service at the location of the smart device; the task work order is associated with the service order corresponding to the service demand; the server is also used to obtain the service progress information of the service order based on the task execution progress information of the task work order, so as to provide the service progress information to the consumer user through the service order.

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