Problem management system

Abstract

The application relates to a problem management system. In the system, an adapter module obtains a user uniform authentication number and a device type of a user login device from a user uniform authentication system, and determines and displays a problem feedback interface matched with the device type according to the device type of the user login device and at least two sets of corresponding relationships between device types and problem feedback interfaces, so as to adapt to the current user login device. A user problem management module collects and manages problems based on the user uniform authentication number obtained by the adapter, responds to a problem information input operation on the problem feedback interface, obtains user problem information, sends the user problem information to a server through a problem flow processing module, and sends a processing result fed back by the server to a corresponding user login device for display. The adaptation of the problem feedback interface based on the user uniform authentication system and the device type of the user login device can realize problem collection and feedback on different devices, and repeated development is not needed, so that the development cost is reduced.

Description

Technical Field

[0001] This application relates to the field of financial technology, and in particular to a problem management system. Background Technology

[0002] Online feedback from users during system use is crucial for continuous improvement of the user experience. Within a bank's internal system, the user base is fixed, and the application systems have a unified authentication and login system, providing a unified framework for feedback functionality. Currently, however, each application system develops its own online feedback function, embedding this feature within the system to collect and manage user issues.

[0003] During implementation, the inventors discovered that different applications have different user systems, meaning that a problem feedback function implemented in one application cannot be reused in another. The content format and channels for problem feedback vary, lacking a unified model and affecting the consistency of user experience. Summary of the Invention

[0004] Therefore, it is necessary to provide a problem management system that can easily realize user problem feedback and closed-loop management to address the above-mentioned technical problems.

[0005] This application provides a problem management system, including:

[0006] The adapter module is used to obtain the user's unified authentication number and the device type of the user's login device from the unified user authentication system; it is also used to display a problem feedback interface that matches the device type based on at least two pre-configured correspondences between device types and problem feedback interfaces.

[0007] The user issue management module is used to respond to the issue information entry operation on the issue feedback interface and obtain the user issue information corresponding to the user's unified authentication number.

[0008] The issue routing and processing module is used to send the user issue information corresponding to the user's unified authentication number to the corresponding server, and to send the processing result that matches the user's unified authentication number in the processing result returned by the server to the user's login device.

[0009] In one embodiment, the adapter module includes:

[0010] The reader is used to obtain the user's unified authentication number and user agent attributes from the unified user authentication system;

[0011] A classifier is used to determine the device type of the user's login device based on user agent attributes and classification rules;

[0012] The converter is used to determine the conversion rules that match the device type of the user's logged-in device based on at least two pre-configured correspondences between device types and conversion rules; and to convert the standard interactive interface into a problem feedback interface that matches the device type of the user's logged-in device based on the conversion rules that match the device type of the user's logged-in device.

[0013] In one embodiment, the problem management system further includes:

[0014] The configurator is used to configure classification rules and transformation rules.

[0015] In one embodiment, the classifier includes:

[0016] The classification server communicates with the configurator to determine the device type of the user's logged-in device based on user agent attributes and classification rules.

[0017] In one embodiment, the configurator includes:

[0018] The classification rule update package acquisition module is used to acquire the classification rule update package sent by the server.

[0019] The classification rule update configuration module is used to update packages and update classification rules according to classification rules.

[0020] In one embodiment, the configurator includes:

[0021] The conversion rule update packet acquisition module is used to acquire the conversion rule update data packets sent by the server.

[0022] The conversion rule update configuration module is used to update data packets and conversion rules according to the conversion rules.

[0023] In one embodiment, the converter includes:

[0024] The interface parsing module is used to parse standard interactive interfaces into standard syntax trees;

[0025] The syntax tree translation module is used to translate the standard syntax tree into a new syntax tree based on the conversion rules that match the device type of the user's logged-in device.

[0026] The unparsed interface matching module is used to unparse the new syntax tree and generate a problem feedback interface that matches the device type of the user's logged-in device.

[0027] In one embodiment, the problem management system further includes:

[0028] The plug-in wake-up module is used to respond to the wake-up operation of the target control in the first state on the application interface to display the second state of the target control; wherein, the target control in the first state is partially hidden, and the target control in the second state is fully displayed on the application interface.

[0029] The adapter module includes:

[0030] The device type determination module is used to obtain the user's unified authentication number and the device type of the user's logged-in device from the user unified authentication system in response to the trigger operation of the target control in the second state.

[0031] In one embodiment, the configurator is a distributed configuration center.

[0032] In one embodiment, the classification server is a distributed classification server.

[0033] The aforementioned issue management system utilizes the bank's unified user authentication system. When a user accesses the production business system, the adapter module obtains the user's unified authentication number and the device type of the user's login device from this system. Based on the device type and at least two corresponding relationships between the device type and the issue feedback interface, it determines and displays the issue feedback interface that matches the device type, thus adapting to the current user's login device. Furthermore, the user issue management module collects and manages issues based on the unified authentication number obtained by the adapter, responds to issue information entry operations on the issue feedback interface, obtains user issue information, and sends it to the server through the issue flow processing module. During issue flow and result feedback, the issue flow processing module uses the unified authentication number to perform the flow, ensuring that the server's feedback is sent to the corresponding user login device for display. For example, it can be displayed on the issue feedback interface. Adapting the issue feedback interface based on the unified user authentication system and the device type of the user login device enables issue collection and feedback on different devices without redundant development, reducing development costs.

[0034] In addition, based on its adaptability, it can be widely used in various types of business applications, which can further improve the application promotion effect. Attached Figure Description

[0035] Figure 1 This is a diagram illustrating the application environment of the problem management system in one embodiment;

[0036] Figure 2 This is a schematic diagram of the problem management system in one embodiment;

[0037] Figure 3 This is a schematic diagram of the problem management system in another embodiment;

[0038] Figure 4 This is a demonstration of the layers upon which the various functions of the problem management system depend in one embodiment;

[0039] Figures 5a-5c This is a schematic diagram of the interface triggering method for the target control and the problem feedback interface in one embodiment. Detailed Implementation

[0040] To make the objectives, technical solutions, and advantages of this application clearer, the following detailed description is provided in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative and not intended to limit the scope of this application.

[0041] The problem management system provided in this application embodiment can be applied to, for example... Figure 1 The application environment is shown. The problem management system 100 communicates with the server 300 via a network. The data storage system can store the data that the server 300 needs to process. The data storage system can be integrated onto the server 300 or placed on the cloud or other network servers. The adapter module in the problem management system 100 obtains the user's unified authentication number and the device type of the user's login device (i.e., the device embedded in the problem management system 100) from the unified user authentication system. Based on the device type identification result and the correspondence between the device type and the problem feedback interface, it displays a problem feedback interface matching the user's device. Then, the user problem management module in the problem management system responds to the user's problem information entry operation on the problem feedback interface to obtain the user's business problem and sends it to the server for collection, management, and tracking. For the processing results returned by the server, the processing results are sent to the corresponding user login device according to the user's unified authentication number, realizing closed-loop management of the problem. The problem management system 100 can be embedded in, but is not limited to, various personal computers, laptops, smartphones, tablets, IoT devices, and portable wearable devices. IoT devices can be smart TVs, smart in-vehicle devices, etc. Portable wearable devices can be smartwatches, smart bracelets, etc. Server 300 can be implemented using a standalone server or a server cluster consisting of multiple servers.

[0042] In one embodiment, such as Figure 2 As shown, a problem management system 100 is provided, including:

[0043] Adapter module 102 is used to obtain the user's unified authentication number and the device type of the user's login device from the unified user authentication system; it is also used to display a problem feedback interface matching the device type based on at least two pre-configured correspondences between device types and problem feedback interfaces. The device type of the user's login device refers to the classification type that requires different interface processing when displaying the same interface due to differences in operating systems, etc. This device classification can be set based on the devices commonly used by the user group of the application interface; specifically, it can be determined based on the user agent attributes obtained from the unified user authentication system. User login can be achieved through a login operation on the application interface, which refers to an interface that can carry controls for entering the problem feedback interface. For example, for a banking system, the application interface could be the bank's unified user authentication system login interface.

[0044] The adapter module 102 can obtain the user's unified authentication number and the device type of the user's logged-in device from the unified user authentication system by responding to trigger operations on the application interface, and display a matching issue feedback interface based on the device type. The operation that triggers access to the issue feedback interface can be based on the user's device type. For example, if the user's device is a touchscreen phone, it can be an operation on the touchscreen. Examples include double-clicking the issue feedback interface icon on the application interface, dragging the issue feedback interface control to a specific location, or clicking the issue feedback interface control. These trigger operations can be predefined, and the issue management system 100 can recognize these operations when the user accesses the business production system on the application interface.

[0045] By pre-configuring the correspondence between at least two sets of device types and problem feedback interfaces, it can be adapted to at least two types of user devices, and the problem feedback interface can be smoothly displayed on different devices for user use.

[0046] The user issue management module 104 is used to respond to the issue information entry operation on the issue feedback interface and obtain the user issue information corresponding to the user's unified authentication number. The issue information entry operation is the operation of inputting a business issue. There are several ways to input a business issue: text can be entered through a keyboard or other peripheral device in the text input box on the issue feedback interface; images, audio, or video files can be uploaded to the issue feedback interface; or a frequently used business issue can be selected from those displayed on the issue feedback interface.

[0047] The issue transfer and processing module 106 is used to send user issue information corresponding to the user's unified authentication number to the corresponding server, and to send the processing results from the server feedback that match the user's unified authentication number to the user's login device. Sending user issue information to the corresponding server can be done by multiple devices sending it to the same server, or by different user login devices mounted on the issue transfer and processing module 106 sending it to the nearest server. However, the servers can communicate with each other, allowing for unified management and tracking of user business issues on the server side. The issue transfer and processing module 106 is also responsible for feeding back the processing results to the corresponding user login device for display. Sending user issue information to the corresponding server can also be based on regional division; user issue information sent by user devices within a region is transmitted to a designated server within that region. There can be multiple correspondences, but the rules for information transmission are uniform. Sending user issue information to the corresponding server can also be triggered by the issue transfer and processing module 106 responding to a user's sending operation on the issue feedback interface. This provides users with the opportunity to modify, delete, and add business issues.

[0048] Specifically, by acquiring user device information, when a user triggers an action to display the issue feedback interface on the application interface, the system responds by first determining the user device type based on the user device information and classification rules. Then, based on the user device type, it displays an issue feedback interface that matches that user device type. Furthermore, based on the user's issue entry action on this issue feedback interface, it collects user business issues and sends them to the server for unified management and tracking. By adapting the issue feedback interface based on user device information, issue collection and feedback can be achieved on different devices without redundant development, reducing development costs.

[0049] In one embodiment, such as Figure 3 As shown, the adapter module 102 includes a reader 1022, a classifier 1024, and a converter 1026. When a user accesses the production business system 200, the reader 1022 obtains the user's unified authentication number and user agent attributes from the unified user authentication system. The classifier 1024 determines the device type of the user's login device based on the user agent attributes and classification rules. The converter 1026 determines the conversion rules matching the device type of the user's login device based on at least two pre-configured correspondences between device types and conversion rules; and converts the standard interactive interface into a problem feedback interface matching the device type of the user's login device according to the conversion rules matching the device type. The correspondence between device types and problem feedback interfaces can be determined based on conversion rules.

[0050] Classification rules are rules that characterize the correspondence between user device information and device type. Classification rules refer to the rules by which users categorize devices. The principle behind these rules is to configure them based on the differences in the content that needs to be processed when displaying problem feedback interfaces for each device. This configuration can be completed in advance; only the classification rules need to be configured beforehand. Conversion rules are rules used to convert standard interactive interfaces into interfaces adapted to user devices.

[0051] Specifically, the reader obtains the user's unified authentication number and user agent attributes from the unified user authentication system. The classifier determines the device type of the user's login device based on the user agent attributes and classification rules. The converter first determines the conversion rules matching the device type, and then converts the standardized interactive interface based on these rules, transforming it into a problem feedback interface adapted to the device type for display. Because all interfaces are converted from the standard interactive interface, their content style is consistent, allowing users to enjoy a unified experience on different devices.

[0052] The problem management system 100 provided in this application embodiment provides standardized information collection services based on a standard interactive interface, and uniformly sends the information to the server for subsequent tracking and management. This standardizes the content format and channels of information feedback, forming a unified model and improving the consistency of user experience. For example, when applied to bank users, business issues can be reported by users. Through this standardized user problem management service and backend processing flow, the problem of inconsistent traditional problem management is solved. Other applications can directly call the standardized service to complete problem submission, processing, and response viewing, resolving the issue of redundant development.

[0053] Classification can be implemented by a classifier, which can be a classification server that communicates with the configurator to determine the device type of the user's logged-in device based on user agent attributes and classification rules. The classification server can be a distributed classification server. A distributed classification server can classify the user's logged-in device into different types according to the classification rules based on the user agent attributes (a read-only string declaring the value of the user agent header used by the browser for HTTP requests) obtained from the unified user authentication system.

[0054] In one embodiment, the problem management system 100 further includes a configurator for configuring classification rules and conversion rules. Classification rules can be stored in a distributed configuration center. The distributed classification server maintains a long-term connection with the distributed configuration center and can receive classification rule configuration updates immediately. The distributed classification server can periodically pull the latest classification rules from the configuration center. When the device type changes, the classifier can be flexibly expanded through the distributed configuration center.

[0055] In one embodiment, when a user device first launches the corresponding application, in response to a user login operation, it reads the user's unified authentication number and user agent attributes from the unified authentication system. For banking applications, the unified authentication system of the banking system can be used to read user information, including the unified authentication number of the currently logged-in user on the application page (a unique number for each user within the enterprise), which is used as the user for user information feedback management. Then, the device user attributes are read and input into the aforementioned classifier as the basis for classification.

[0056] As the types of devices continue to increase, the classification rules should also be updated accordingly. Therefore, in one embodiment, the configurator includes a classification rule update package acquisition module and a classification rule update configuration module. The classification rule update package acquisition module acquires the classification rule update package sent by the server; then, the classification rules are updated based on the classification rule update configuration module.

[0057] For application scenarios such as banks where data management is centralized, the classification rule update package can be sent from the remote server to the user login device based on a hot update mechanism. The update is then performed based on the configurator embedded in the user login device, ensuring that the classification rules used by the application are up-to-date and can be adapted to the latest user login devices while guaranteeing data security.

[0058] The classification rules within the update packet can be obtained by parsing the packet and then updated. To further enhance data security, the update packet acquisition module can first perform a security verification on the packet. If the verification passes, it is sent to the classification rule update configuration module to update the classification rules. If the verification fails, the update packet is intercepted. The security verification can be performed using a private key agreed upon with the server, improving security and reliability.

[0059] The conversion rules may also need to be updated as the application is updated. Therefore, in one embodiment, the configurator further includes a conversion rule update package acquisition module and a conversion rule update configuration module.

[0060] The conversion rule update packet acquisition module obtains the conversion rule update data packet sent by the server and sends it to the conversion rule update configuration module. The conversion rule update configuration module updates the conversion rules according to the conversion rule update data packet. For details on conversion rule updates, please refer to the description of classification rule updates in the above embodiments.

[0061] In one embodiment, the converter includes: an interface parsing module, a syntax tree translation module, and a reverse-parsing interface matching module. The interface parsing module parses a standard interactive interface into a standard syntax tree.

[0062] For example, the interface parsing module can use a JSON file to represent the syntax tree. For example, the following basic structure:

[0063]

[0064] A syntax tree consists of one or more such nodes, and each node can have several such child nodes, thus describing the syntax program used for static analysis.

[0065] Then, the syntax tree translation module translates the standard syntax tree into a new syntax tree based on the conversion rules that match the device type of the user's logged-in device. Finally, the interface matching module reverse-parses the new syntax tree to generate a problem feedback interface that matches the device type of the user's logged-in device.

[0066] Front-end technologies like Vue utilize the Babel compiler to convert ECMAScript 2015+ code into backward-compatible JavaScript syntax, enabling it to run in current and older browsers or other environments. The Babel compiler has numerous plugins, which can be installed to extend Babel's syntax rules. Borrowing from Babel's technology and based on the idea of ​​horizontal plugin expansion, this approach extends the converter's capabilities by reading conversion rules from the configuration center when converting standard user interfaces to adapted ones.

[0067] like Figure 4 As shown, the implementation of each of the above functional modules can be based on the following... Figure 4 This is achieved through the layers shown. Users can trigger the display of the problem feedback interface for entering questions based on the application interfaces of various application types supported by the channel application layer. By providing a user experience plugin in the business product service layer, users can quickly access the problem feedback interface through the following plugin wake-up module. Based on the online help subsystem, the user problem information sent to the server by the problem flow processing module can be intelligently parsed and analyzed, and the server can provide processing results that match the user problem information to achieve online help.

[0068] To address the inconvenience of collecting and submitting business issues, one embodiment further includes a plugin wake-up module, used to respond to a wake-up operation on a target control in a first state on the application interface to display a second state of the target control; wherein, the target control in the first state is partially hidden, and the target control in the second state is fully displayed on the application interface.

[0069] The adapter module 102 includes a device type determination module, which, in response to a trigger operation on a target control in the second state, obtains the user's unified authentication number and the device type of the user's logged-in device from the user unified authentication system.

[0070] Traditional technologies often restrict information submission to a fixed path within the system, requiring users to manually locate the entry point before submitting. This prevents users from easily accessing information based on the user's problem and the situation at hand. To address this, a new approach is implemented. Displaying a target control in its first state on the application interface allows users to perform other operations without interruption. This also allows users to easily trigger the full display of the target control when encountering a problem on the current page, rather than directly entering the problem feedback interface. This prevents accidental interface switching caused by user mis-triggering. Only when the user further triggers the target control in its second state does the problem management system respond, determine the device type, and then display a problem feedback interface matching that device type.

[0071] like Figure 5a As shown, the initial state (first state) of the target control can be semi-hidden and floating at the edge of each page of the application. That is, when switching application interfaces, the target control can remain semi-hidden and floating on the current page. When the mouse hovers over the target control (one implementation of the aforementioned wake-up operation), the target control is fully displayed as shown. Figure 5b The floating state shown (second state) allows you to enter the state by clicking the target control (one way to implement the above triggering operation). Figure 5c The issue feedback interface shown can be overlaid on the application interface, allowing users to quickly submit business issues from any application interface in the system.

[0072] In one embodiment, the problem management system 100 may further include:

[0073] The screenshot response module is used to respond to screenshot operations on the application interface and store screenshot files including the content of the application interface.

[0074] The paste execution module is used to respond to the paste operation on the issue feedback interface, and to retrieve and display the above screenshot file on the current interface.

[0075] The screenshot sending module is used to send screenshot files to the server in response to the sending operation on the issue feedback interface.

[0076] Of course, in addition to screenshots, other content can also be sent at the same time, such as text entered by the user on the issue feedback interface.

[0077] The problem management system 100 provided in this application embodiment can be widely applied to various types of business applications due to its adaptability, and can further improve the application promotion effect. When a user accesses the production business system through the unified user authentication system, the adapter module 102 first reads the user's unified authentication number and user agent attributes, etc., initializes according to the information, and outputs a problem feedback interface adapted to the device type of the user's login device to the user. The user inputs and sends business problems on this problem feedback interface. Service support personnel can perform closed-loop tracking and processing of user business problems (flowing through user problem information) through the problem processing routing service, and push the processing results to the corresponding user device.

[0078] In this embodiment, the channel application can quickly establish an entry point for user business issues by integrating a user experience plugin and leveraging the plugin's wake-up module. Furthermore, the server-side online help subsystem can handle the subsequent flow and closed-loop processing of user business issues (which may be user-reported problems). This is completely loosely coupled with the integrated application; various technology stack web applications only require low-intrusion modifications, significantly reducing the transformation costs for each application.

[0079] The term "application" can refer to a web application or a web application. When it is a web application, in the above embodiments, displaying a problem feedback interface that matches the device type can be understood as displaying a problem feedback interface that matches the browser type. The browser type can be determined based on the device type.

[0080] It should be noted that the user information (including but not limited to user unified authentication number, user agent attributes, user personal information, etc.) and data (including but not limited to data used for analysis, data stored, data displayed, etc.) involved in this application are all information and data authorized by the user or fully authorized by all parties.

[0081] Those skilled in the art will understand that the functionality of the modules in the above embodiments depends on stored instructions, which can be implemented by a computer program instructing related hardware. The computer program can be stored in a non-volatile computer-readable storage medium, and when executed, it can include the stored instructions described above. Any references to memory, databases, or other media used in the embodiments provided in this application can include at least one of non-volatile and volatile memory. Non-volatile memory can include read-only memory (ROM), magnetic tape, floppy disk, flash memory, optical memory, high-density embedded non-volatile memory, resistive random access memory (ReRAM), magnetic random access memory (MRAM), ferroelectric random access memory (FRAM), phase change memory (PCM), graphene memory, etc. Volatile memory can include random access memory (RAM) or external cache memory, etc. By way of illustration and not limitation, RAM can take many forms, such as Static Random Access Memory (SRAM) or Dynamic Random Access Memory (DRAM).

[0082] The technical features of the above embodiments can be combined in any way. For the sake of brevity, not all possible combinations of the technical features in the above embodiments are described. However, as long as there is no contradiction in the combination of these technical features, they should be considered to be within the scope of this specification.

[0083] The embodiments described above are merely illustrative of several implementation methods of this application, and while the descriptions are specific and detailed, they should not be construed as limiting the scope of this patent application. It should be noted that those skilled in the art can make various modifications and improvements without departing from the concept of this application, and these all fall within the protection scope of this application. Therefore, the protection scope of this application should be determined by the appended claims.

Claims

1. A problem management system, characterized in that, include: The plug-in wake-up module is used to respond to a wake-up operation of a target control in a first state on the application interface to display a second state of the target control; wherein, the target control in the first state is partially hidden, and the target control in the second state is fully displayed on the application interface; An adapter module is used to respond to a trigger operation on a target control in the second state, and to obtain the user's unified authentication number and the device type of the user's login device from the bank's unified authentication system. The adapter module includes a reader, a classifier, and a converter. The reader is used to obtain the user's unified authentication number and user agent attributes from the user unified authentication system; the classifier is used to determine the device type of the user's login device based on the user agent attributes and classification rules. The converter is used to determine a conversion rule that matches the device type of the user's login device based on at least two pre-configured correspondences between device types and conversion rules, according to the device type of the user's login device; and is used to convert a standard interactive interface into a problem feedback interface that matches the device type of the user's login device according to the conversion rule that matches the device type of the user's login device. The converter includes an interface parsing module, a syntax tree translation module, and an anti-parsing interface matching module. The interface parsing module is used to parse the standard interactive interface into a standard syntax tree; The syntax tree translation module is used to translate the standard syntax tree to obtain a new syntax tree based on a conversion rule that matches the device type of the user's login device. The reverse parsing interface matching module is used to reverse parse the new syntax tree and generate a problem feedback interface that matches the device type of the user's logged-in device; The user issue management module is used to respond to the issue information entry operation on the issue feedback interface and obtain the user issue information corresponding to the user's unified authentication number. The problem flow processing module is used to send the user problem information corresponding to the user's unified authentication number to the corresponding server, and to send the processing result that matches the user's unified authentication number in the processing result returned by the server to the user's login device.

2. The system according to claim 1, characterized in that, Also includes: A configurator is used to configure the classification rules and the conversion rules.

3. The system according to claim 2, characterized in that, The classifier includes: A classification server, communicating with the configurator, is used to determine the device type of the user's login device based on the user agent attributes and the classification rules.

4. The system according to claim 2, characterized in that, The configurator includes: The classification rule update package acquisition module is used to acquire the classification rule update package sent by the server. The classification rule update configuration module is used to update the classification rules according to the classification rule update package.

5. The system according to claim 2, characterized in that, The configurator includes: The conversion rule update packet acquisition module is used to acquire the conversion rule update data packets sent by the server. The conversion rule update configuration module is used to update the data packet and update the conversion rule according to the conversion rule.

6. The system according to claim 1, characterized in that, The adapter module also includes: The device type determination module is used to obtain the user's unified authentication number and the device type of the user's logged-in device from the user unified authentication system in response to the trigger operation of the target control in the second state.

7. The system according to claim 4, characterized in that, The configurator is a distributed configuration center.

8. The system according to claim 3, wherein the classification server is a distributed classification server.

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