Work order processing method and device, equipment and storage medium

Abstract

The embodiment of the invention provides a work order processing method and device, equipment and a storage medium. The method comprises the following steps: acquiring a to-be-classified work order; inputting the to-be-classified work orders into a preset work order classification model for prediction, and obtaining candidate categories; screening out a reference work order belonging to the candidate category from classified alternative work orders of a preset alternative work order set; obtaining reference semantic features of the reference work order; inputting the to-be-classified work orders into a preset semantic representation model, and obtaining to-be-classified semantic features of the to-be-classified work orders; according to the similarity between the to-be-classified semantic features and the reference semantic features of the reference work orders, the target categories of the to-be-classified work orders are determined, the negative influence of training data distribution errors on a semantic representation model and a work order classification model can be reduced, the work order classification accuracy is improved, and the work order classification efficiency is improved. The accuracy of distributing the work order to the client matched with the actual category of the work order is improved.

Description

technical field [0001] The present application relates to the field of computer technology, in particular to a work order processing method and device, an electronic device and a storage medium. Background technique [0002] In order to facilitate enterprises to deal with problems, a work order system has been set up in a targeted manner. For example, customer service personnel in various departments create a work order in the face of a customer consultation problem, and then the work order is assigned to the problem-solving personnel for processing and feedback results. In addition, there is also a need for mutual cooperation within each department. Some personnel in the department may submit a work order to solve the problem, and the work order will be assigned to the corresponding personnel for resolution. [0003] With the continuous expansion of various enterprise sizes, the category of work orders used to solve various problems has also continued to proliferate. The c...

AI Technical Summary

Problems solved by technology

[0003] With the continuous expansion of various enterprise sizes, the category of work orders used to solve various problems has also continued to proliferate. The category of work orders is used to assign the work order to solve the problem customers in the work order If the category of the ticket is selected incorrectly, it will cause the ticket to be assigned to a client that does not match the actual category of the ticket, and the problems mentioned in the ticket cannot be resolved

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