Method, apparatus, and device for creating a work order based on chat messages

Abstract

The present disclosure provides a method, apparatus, and device for creating a work order based on chat messages. The method includes: obtaining group message data sent in a customer group and determining whether a work order needs to be created for the group message data; in the case where it is determined that a work order needs to be created for the group message data, generating work order data according to the group message data; and sending the work order data to a work order system so that the work order system creates a work order corresponding to the work order data, thereby enabling the generation of a work order from chat messages, and then enabling the timely and effective processing and tracking of the problems raised by customers according to the work order, and improving the after-sales experience of customers.

Description

Technical Field

[0001] The present disclosure relates to the field of communication technologies, and in particular, to a method, apparatus, and device for creating a work order based on chat messages. Background Art

[0002] As a company providing services to enterprises, it is often necessary to create customer groups in WeChat to maintain and respond to customer needs. However, as the number of customers increases, the number of customer groups that need to be supported will also increase, which will inevitably lead to the problems raised by customers not being processed and tracked in a timely manner, thereby affecting the after-sales experience of customers. Summary of the Invention

[0003] In view of this, the present disclosure provides a method, apparatus, and device for creating a work order based on chat messages, which can generate a work order from chat messages, and then can process and track the problems raised by customers in a timely and effective manner according to the work order, improving the after-sales experience of customers.

[0004] According to a first aspect of the present disclosure, there is provided a method for creating a work order based on chat messages, including:

[0005] Obtaining group message data sent in a customer group, and determining whether it is necessary to create a work order for the group message data;

[0006] In the case of determining that it is necessary to create a work order for the group message data, generating work order data according to the group message data;

[0007] Sending the work order data to a work order system so that the work order system creates a work order corresponding to the work order data.

[0008] In a possible implementation, when determining whether it is necessary to create a work order for the group message data, it is implemented based on a preset mention person and a preset message field.

[0009] In a possible implementation, when generating work order data according to the group message data, it is implemented using a pre-configured work order template.

[0010] In a possible implementation, after sending the work order data to the work order system, it further includes: obtaining work order creation data corresponding to the work order data, and based on the work order creation data, feeding back the work order creation result to the customer group.

[0011] In a possible implementation, after feeding back the work order creation result to the customer group, it further includes: obtaining work order status change data corresponding to the work order data, and according to the work order status change data, feeding back the work order status change to the customer group.

[0012] According to a second aspect of the present disclosure, there is provided a device for creating a work order based on chat messages, including:

[0013] A group message acquisition module, configured to acquire group message data sent in a customer group and determine whether a work order needs to be created for the group message data;

[0014] A work order data generation module, configured to generate work order data according to the group message data when it is determined that a work order needs to be created for the group message data;

[0015] A work order creation module, configured to send the work order data to a work order system so that the work order system creates a work order corresponding to the work order data.

[0016] In a possible implementation, the group message acquisition module is implemented based on a preset mention person and a preset message field when determining whether a work order needs to be created for the group message data.

[0017] In a possible implementation, the device further includes: a work order creation result feedback module, configured to acquire work order creation data corresponding to the work order data after sending the work order data to the work order system, and based on the work order creation data, feed back the work order creation result to the customer group.

[0018] In a possible implementation, the device further includes: a work order status change feedback module, configured to acquire work order status change data corresponding to the work order data after feeding back the work order creation result to the customer group, and based on the work order status change data, feed back the work order status change to the customer group.

[0019] According to a third aspect of the present disclosure, there is provided a device for creating a work order based on chat messages, including: a processor; a memory for storing processor-executable instructions; wherein, the processor is configured to execute the method described in the first aspect of the present disclosure.

[0020] When creating a work order based on chat messages, it includes acquiring group message data sent in a customer group and determining whether a work order needs to be created for the group message data; when it is determined that a work order needs to be created for the group message data, generating work order data according to the group message data; sending the work order data to a work order system so that the work order system creates a work order corresponding to the work order data, thereby enabling the generation of a work order from chat messages, and further enabling timely and effective processing and tracking of the problems raised by customers according to the work order, and improving the after-sales experience of customers.

[0021] According to the following detailed description of exemplary embodiments with reference to the accompanying drawings, other features and aspects of the present disclosure will become clear. Description of the Drawings

[0022] The accompanying drawings, which are included in and constitute a part of this specification, illustrate exemplary embodiments, features, and aspects of the present disclosure and are used to explain the principles of the present disclosure together with the specification.

[0023] Figure 1 A flowchart showing a method for creating a work order based on chat messages according to an embodiment of the present disclosure;

[0024] Figure 2 A schematic diagram of chat messages of a customer group showing according to an embodiment of the present disclosure;

[0025] Figure 3 A schematic diagram of a work order showing according to an embodiment of the present disclosure;

[0026] Figure 4 A schematic block diagram showing a device for creating a work order based on chat messages according to an embodiment of the present disclosure;

[0027] Figure 5 A schematic block diagram showing a device for creating a work order based on chat messages according to an embodiment of the present disclosure. Detailed Description of the Invention

[0028] Various exemplary embodiments, features, and aspects of the present disclosure will be described in detail below with reference to the accompanying drawings. The same reference numerals in the drawings denote elements having the same or similar functions. Although various aspects of the embodiments are shown in the drawings, the drawings are not necessarily drawn to scale unless otherwise specified.

[0029] The term "exemplary" used herein means "serving as an example, embodiment, or illustration". Any embodiment described herein as "exemplary" is not necessarily to be construed as superior to or better than other embodiments.

[0030] In addition, for a better description of the present disclosure, numerous specific details are given in the following detailed description. Those skilled in the art should understand that the present disclosure can be implemented without some of these specific details. In some instances, methods, means, elements, and circuits well known to those skilled in the art are not described in detail so as to highlight the gist of the present disclosure.

[0031] <Method Embodiment>

[0032] Figure 1 A flowchart showing a method for creating a work order based on chat messages according to an embodiment of the present disclosure. This method is executed by a system for creating a work order based on chat messages (hereinafter simply referred to as the work order creation system). As Figure 1 shown, this method includes steps S1100 - S1300.

[0033] S1100, obtaining group message data sent by a customer group, and determining whether a work order needs to be created for the group message data.

[0034] The customer group is a customer group created in the communication software, which is used to receive questions raised by customers and to promptly process and provide feedback on the questions raised by customers. The communication software used can be WeChat, WeChat for Enterprise, DingTalk, or other communication software that can realize instant messaging, which is not specifically limited here. The number of customer groups can be determined according to the number of customers that need to be supported, and its number is not specifically limited here.

[0035] The group message data may include: the message content and at least one of the customer group, sending time, sender, and mentioner corresponding to the message content. Among them, the customer group where the message content is located is the customer group corresponding to the message content. For example, if a message A is sent to customer group A, the customer group corresponding to message A is customer group A. The mentioner is the target person to whom the message content needs to be sent. For example, if message A needs to be sent to target person B in customer group A, then target person B is the mentioner corresponding to message A. Specifically, when message A needs to be sent to target person B, @+target person B can be added to message A to identify the mentioner corresponding to message A as target person B.

[0036] In a possible implementation, when obtaining group message data sent in a customer group, it is implemented based on a group robot pre-configured in the customer group.

[0037] Specifically, after creating a customer group in the communication software, a group robot will be added to the customer group, and a communication connection between the robot and the work order creation system will be established by configuring the robot. After the configuration is completed, the robot can monitor the group messages of the customer group in real time, and when the group message is monitored, it will generate corresponding group message data according to the monitored group message, and send the group message data to the work order creation system. In this way, the work order creation system can obtain the group message data sent in the customer group.

[0038] The following is a description of the process of the robot generating corresponding message data based on the group message it monitors, with reference to a specific example. Figure 2In the customer group A shown, the sender foo sent a message "@Meshcloud Xiaomai Create a work order. Ask about the general usage and process of this WordPress in Google Marketplace" at 10:10 am on July 14. In this example (collectively referred to as Example A below), when the group robot added to the customer group A monitors this group message, it will extract the information of "Create a work order. Ask about the general usage and process of this WordPress in Google Marketplace" as the message content, identify the "customer group A" where this group message is located as the customer group corresponding to the message content, identify the sending time of this group message "10:10 am on July 14" as the sending time corresponding to the message content, identify the sender of this group message "foo" as the sender corresponding to the message content, and extract "Meshcloud Xiaomai" after the @ sign as the mentioned person corresponding to the message content. Finally, the extracted message content and the customer group, sending time, sender, and mentioned person corresponding to the message content are used as the group message data corresponding to this group message.

[0039] When the number of customer groups is multiple, to reduce the data processing volume, the same group robot can be added to each customer group. In this way, the group messages of multiple customer groups can be monitored simultaneously by the same group robot, and the corresponding group message data generated from the group messages monitored in each customer group can be sent to the work order creation system.

[0040] After the work order creation system obtains the group message data sent in the customer group, it will parse each received group message data and determine whether a work order needs to be created for the currently parsed group message data based on the parsing result.

[0041] In a possible implementation, when determining whether a work order needs to be created for the currently parsed group message data, it can be implemented based on a preset mentioned person and a preset message field.

[0042] In the implementable manner of obtaining the group message data sent in the customer group through the group robot, the preset mentioned person is the group robot added to the customer group. The preset message field is the field that can be used to create a work order as agreed with the customer. For example, the preset message field can include at least one of "problem", "create a work order", and "fault".

[0043] In this implementable manner, when determining whether a work order needs to be created for the currently parsed group message data based on a preset mentioned person and a preset message field, the following steps may be included: First, extract the mentioned person and the message content from the group message data. Second, determine whether the extracted mentioned person is the same as the preset mentioned person. Third, determine whether there is a field in the extracted message content that matches the preset message field. Fourth, when the mentioned person is the same as the preset mentioned person and there is a field in the extracted message content that matches the preset message field, determine that a work order needs to be created for the group message data.

[0044] In a possible implementable manner, when determining whether there is a field in the extracted message content that matches the preset message field, it may be queried whether there is a field in the extracted message content that is the same as the preset message field. If there is the same field, it is determined that there is a field in the extracted message content that matches the preset message field. That is, in this implementable manner, when the extracted mentioned person is the same as the preset mentioned person and there is a field in the extracted message content that is the same as the preset message field, it may be determined that a work order needs to be created for the group message data.

[0045] For example, the preset mentioned person is "Meshcloud Xiaomai", and the preset message fields include "problem", "create work order", and "fault". After obtaining the group message data corresponding to Example A, the mentioned person "Meshcloud Xiaomai" will be extracted from the group message data, and the message content "Create a work order. Ask about the general usage and process of this WordPress in Google Marketplace" will be extracted. At this time, it can be determined that the extracted mentioned person is the same as the preset mentioned person, both being "Meshcloud Xiaomai"; and there is a "create work order" field in the extracted message content that is the same as the preset message field, that is, it can be determined that there is a field in the extracted message content that matches the preset message field. Therefore, it can be determined that a work order needs to be created for the obtained group message data.

[0046] In another possible implementation, when determining whether there is a field in the extracted message content that matches a preset message field, it is possible to query whether there is a field in the extracted message content that is similar to the preset message field. In the case where there is a similar field, it is determined that there is a field in the extracted message content that matches the preset message field. That is, in this implementable manner, when the extracted mentioned person is the same as the preset mentioned person and there is a field in the extracted message content that is similar to the preset message field, it can be determined that a work order needs to be created for the group message data. Specifically, a preset field library is stored in the work order creation system, and various preset fields that may be used in user questions are recorded in the preset field library. After the message content is extracted from the group message data, the extracted message content can be segmented using the preset field library as a dictionary, and then the similarity between each segment and the preset fields in the preset field library is calculated respectively. In the case where the similarity of any segment to a preset field is greater than the set similarity threshold, it is determined that there is a field in the extracted message content that matches the preset message field. Among them, the value range of the similarity threshold can be 85-100.

[0047] In some other possible implementations, in the case where the mentioned person is the same as the preset mentioned person and there is a field in the extracted message content that matches the preset message field, it is further necessary to determine whether a work order has been created for the group message data within a preset time interval before the currently received group message data. In the case where it is determined that no work order has been created, it is then determined that a work order needs to be created for the currently received group message data. That is to say, in a customer group, a time interval needs to be set to create a work order, which can effectively avoid the repeated creation of work orders. Among them, the preset time interval can be set to 8 minutes.

[0048] S1200, in the case where it is determined that a work order needs to be created for the group message data, generate work order data according to the group message data.

[0049] In a possible implementation, when generating work order data according to the group message data, it is implemented using a pre-configured work order template.

[0050] It should be noted here that the work order creation system in this embodiment can be applied to the work order creation of multiple work order systems. Before executing the method of this embodiment, it is necessary to first determine in which work order system to create a work order, that is, to clarify the target work order system. In the case of clarifying the target work order system, a communication connection is established between the work order creation system and the target work order system through the API interface. In this way, the work order template of the target work order system can be obtained through the API interface, and the work order template of the target work order system can be used as the preset work order template.

[0051] In a possible implementation, when generating work order data according to group message data and using a pre-configured work order template, it includes:

[0052] First, determine the work order content required by the work order template according to the group message data.

[0053] It should be noted here that when the work order template is determined, the work order content required by the work order template can be pre-configured according to the work order template. In this way, when it is necessary to determine the work order content required by the work order template according to the group message data, the work order content required by the work order template can be directly extracted from the group message data.

[0054] In a possible implementation, the work order content required by the work order template may include at least one of: work order title, customer who initiates the work order, customer service who processes the work order, work order processing priority, work order description content, and work order status.

[0055] In a possible implementation, the work order title is determined based on the customer group extracted from the group message data. Specifically, the extracted customer group can be added with "work order" as the work order title. For example, if the customer group extracted from the group message data is "Customer Group A", the work order title generated based on the extracted customer group is "Work Order of Customer Group A". Here, Customer Group A is the group name pre-set for Customer Group A.

[0056] In a possible implementation, the customer who initiates the work order, the customer service who processes the work order, and the work order processing priority are determined based on the customer group extracted from the group message data and the pre-configured mapping relationship. Specifically, before executing the method of this application, it is necessary to pre-configure the mapping relationship between the customer group, the customer who initiates the work order, the customer service who processes the work order, and the work order processing priority in the work order creation system. In this way, when the customer group is extracted from the group message data, the customer who initiates the work order, the customer service who processes the work order, and the work order processing priority corresponding to the customer group can be read from the pre-stored mapping relationship through the customer group.

[0057] In another possible implementation, the work order processing priority is determined based on the customer group extracted from the group message data, the pre-configured mapping relationship, and the CRM system. Specifically, a mapping relationship among the customer group, the customer who raises the work order, and the customer service staff who processes the work order is pre-configured in the work order creation system. A mapping relationship between the customer and the customer priority is pre-configured in the CRM system. Thus, in the case where the customer group is extracted from the group message data, first, the customer who raises the work order corresponding to the customer group is read from the pre-stored mapping relationship through the customer group, and then the customer priority corresponding to the customer who raises the work order is extracted from the CRM system through the customer who raises the work order, and the extracted customer priority is used as the work order processing priority. Among them, the priority of the customer can be set by comprehensively considering the customer's transaction volume, the complexity of the decision-making process, and the diversity of the customer's business. For example, the larger the customer's transaction volume, the simpler the decision-making process, and the richer the business diversity, the higher the customer priority. For the work orders raised by customers with higher customer priorities, higher priorities should be assigned, which can further improve the processing and resolution efficiency of large customer problems.

[0058] In one possible implementation, the work order description content is determined based on the sender, the mentioned person, and the message content extracted from the group message data. Specifically, the sender, the mentioned person, and the message content can be directly used as the work order description content.

[0059] In one possible implementation, when creating a work order, the default value of the work order status is unprocessed.

[0060] Second, write the work order content into the work order template to obtain work order data. Specifically, in the case where the above-mentioned work order title, the customer who raises the work order, the customer service staff who processes the work order, the work order processing priority, the work order description content, and the work order status are determined, write them into the corresponding fields of the work order template to obtain the corresponding work order data.

[0061] S1300, send the work order data to the work order system so that the work order system creates a work order corresponding to the work order data. In one possible implementation, the work order generated by the work order system according to the work order data can be as Figure 3 shown.

[0062] In order to enable the customer to timely understand the creation situation of the work order, in one possible implementation, after the work order system generates the work order, it will generate work order creation data and send the work order creation data to the work order creation system. Among them, the work order creation data can include at least one of the work order ID, the work order status, the customer group corresponding to the work order, the initiator, the sending time, and the message content.

[0063] In this implementable manner, after the work order system creates a work order and sends the work order data to the work order system, it further includes: obtaining the work order creation data corresponding to the work order data, and based on the work order creation data, feeding back the work order creation result to the customer group.

[0064] In the implementable manner of obtaining the group message data sent in the customer group through the group robot, after obtaining the work order creation data corresponding to the work order data, the work order creation data will be fed back to the group robot. When the group robot obtains the work order creation data, it will parse the work order ID, work order status, customer group corresponding to the work order, and the initiator in the work order creation data, and based on the parsing result, feed back the work order creation result to the initiator of the work order in the customer group.

[0065] For example, when the work order ID parsed from the work order creation data is GCPCASE-18, the work order status is unprocessed, the customer group corresponding to the work order is customer group A, and the initiator is foo, the group robot determines that the work order is successfully created, @'s foo in customer group A, and sends the first prompt message "We have received your feedback and created a work order (GCPCASE-18), and we will solve your problem as soon as possible", as shown specifically in Figure 2 shown. It should be noted here that the group robot determines whether the work order is successfully created based on whether the work order ID is empty, that is, when the work order ID is not empty, it is determined that the work order is successfully created; when the work order ID is empty, it is determined that the work order creation fails.

[0066] Another example is when the work order ID parsed from the work order creation data is empty, the work order status is unprocessed, the customer group corresponding to the work order is customer group A, and the work order corresponding initiator is foo, the group robot determines that the work order creation fails, @'s foo in customer group A, and sends the second prompt message "Hello, your problem cannot be automatically converted into a work order. Please try again later."

[0067] In some scenarios, when a customer cannot clearly describe the problem to be solved through a single group message, they often describe the problem through multiple group messages. To ensure that all problem description messages can be included in the work order, in one possible implementation manner, the work order content required by the work order template can also include annotations. The annotation content is determined based on the group message data within a set time range from the group message data for creating the work order. Among them, the set time range can be determined according to the specific needs of the customer. For example, the set time range can be set to the first 3 minutes and the next 3 minutes. That is, after receiving the work order creation result feedback indicating that the work order is successfully created, the group message data before and after is extracted, the group message data received within 3 minutes before the current group message data and the group message data received within the next three minutes are extracted, and the annotation content is generated based on the extracted group message data and filled into the work order corresponding to the current group message data.

[0068] In this implementable manner, when the work order creation system receives work order creation data, in addition to sending the work order creation data to the group robot, it will also parse data such as the work order ID, the corresponding message content, sending time, customer group, etc. in the work order creation data, determine whether the work order ID is empty. When the work order ID is not empty, it will determine the group message data corresponding to the work order based on the message content, sending time, and customer group corresponding to the work order, and write the group message data within a set time range from the group message data of the created work order into the comment content of the corresponding work order template through the API interface (see Figure 3 ).

[0069] In some scenarios, customers will also feedback problems in the form of pictures or videos, referring to Figure 2 . Correspondingly, in a possible implementable manner, the work order content required by the work order template can also include attachments. In this way, when the work order creation system detects that the group message within a set time range from the group message of the created work order includes a picture or video, it will write the content such as the picture or video into the attachment content of the corresponding work order template through the API interface.

[0070] In order to enable customers to timely understand the processing status of the work order, in a possible implementable manner, after the work order status changes, the work order system will generate work order status change data and send the work order status change data to the work order creation system. Among them, the work order status change data can include at least one of the work order ID, work order status, customer group corresponding to the work order, and initiator corresponding to the work order.

[0071] In this implementable manner, after the work order creation system feeds back the work order creation result to the customer group, it further includes: obtaining the work order status change data corresponding to the work order data, and based on the work order status change data, feeding back the work order status change to the customer group.

[0072] In the implementable manner of obtaining group message data sent in the customer group through the group robot, when obtaining the work order status change data corresponding to the work order data, it will feed back the work order status change data to the group robot. When the group robot obtains the work order status change data, it will parse the work order ID, work order status, customer group corresponding to the work order, and initiator corresponding to the work order in the work order status change data, and based on the parsing result, feed back the work order status change to the initiator of the work order in the customer group.

[0073] For example, when the work order ID parsed from the work order status change data is GCPCASE-18, the work order status is completed, the corresponding customer group of the work order is customer group A, and the initiator corresponding to the work order is foo, the group robot will @ foo in customer group A and send the third prompt message "Hello, your work order GCPCASE-18 has been completed" to him.

[0074] When creating a work order based on a chat message, the present disclosure includes obtaining group message data sent in a customer group and determining whether a work order needs to be created for the group message data; in the case where it is determined that a work order needs to be created for the group message data, generating work order data according to the group message data; and sending the work order data to a work order system so that the work order system creates a work order corresponding to the work order data, thereby realizing generating a work order from a chat message, and further being able to process and track the problems raised by customers in a timely and effective manner according to the work order, improving the after-sales experience of customers.

[0075] <Device Embodiment>

[0076] Figure 4 The schematic block diagram of a device for creating a work order based on a chat message according to an embodiment of the present disclosure is shown. As Figure 4 shown, the device 100 for creating a work order based on a chat message includes:

[0077] A group message acquisition module 110, configured to obtain group message data sent in a customer group and determine whether a work order needs to be created for the group message data;

[0078] A work order data generation module 120, configured to generate work order data according to the group message data in the case where it is determined that a work order needs to be created for the group message data;

[0079] A work order creation module 130, configured to send the work order data to a work order system so that the work order system creates a work order corresponding to the work order data.

[0080] In a possible implementation manner, the group message data includes: at least one of message content, the corresponding customer group of the message content, sending time, sender, and mentioned persons of the message content.

[0081] In a possible implementation manner, the group message acquisition module 110 is implemented based on a preset mentioned person and a preset message field when determining whether a work order needs to be created for the group message data.

[0082] In a possible implementation manner, the work order data generation module 120 is implemented using a pre-configured work order template when generating work order data according to the group message data.

[0083] In a possible implementation, when generating work order data according to the group message data by using a pre-configured work order template, the work order data generation module 120 is specifically configured to:

[0084] Determine the work order content required by the work order template according to the group message data;

[0085] Write the work order content into the work order template to obtain the work order data.

[0086] In a possible implementation, the work order content includes at least one of a work order title, a customer who raises the work order, a customer service who processes the work order, a work order processing priority, a work order description content, a work order status, attachment content, and note content.

[0087] In a possible implementation, the device 100 for creating a work order based on chat messages further includes a work order creation result feedback module, which is configured to obtain the work order creation data corresponding to the work order data after sending the work order data to the work order system, and based on the work order creation data, feedback the work order creation result to the customer group.

[0088] In a possible implementation, the device 100 for creating a work order based on chat messages further includes a work order status change feedback module, which is configured to obtain the work order status change data corresponding to the work order data after feedbacking the work order creation result to the customer group, and based on the work order status change data, feedback the work order status change to the customer group.

[0089] <Device Embodiment>

[0090] Figure 5 FIG. shows a schematic block diagram of a device for creating a work order based on chat messages according to an embodiment of the present disclosure. As Figure 5 shown, the device 200 for creating a work order based on chat messages includes a processor 210 and a memory 220 for storing executable instructions executable by the processor 210. Wherein, the processor 210 is configured to implement the method for creating a work order based on chat messages described in any one of the foregoing when executing the executable instructions.

[0091] Here, it should be noted that the number of processors 210 can be one or more. At the same time, in the device 200 for creating a work order based on chat messages according to the embodiment of the present disclosure, an input device 230 and an output device 240 may further be included. Wherein, the processor 210, the memory 220, the input device 230, and the output device 240 may be connected through a bus or in other ways, which is not specifically limited herein.

[0092] The memory 220, as a computer-readable storage medium, can be used to store software programs, computer-executable programs, and various modules, such as the programs or modules corresponding to the method for creating a work order based on chat messages in the embodiments of the present disclosure. The processor 210 executes various functional applications and data processing of the device 200 for creating a work order based on chat messages by running the software programs or modules stored in the memory 220.

[0093] The input device 230 can be used to receive input numbers or signals. Among them, the signal can be a key signal related to the user settings and function control of the device / terminal / server. The output device 240 may include a display device such as a display screen.

[0094] The above has described the embodiments of the present disclosure. The above description is exemplary and not exhaustive, and is not limited to the disclosed embodiments. Many modifications and variations are obvious to those of ordinary skill in the art in the technical field without departing from the scope and spirit of the described embodiments. The selection of the terms used herein is intended to best explain the principles of the embodiments, the practical applications, or the technical improvements to the technologies in the market, or to enable other ordinary technical personnel in the technical field to understand the embodiments disclosed herein.

Claims

1. A method for creating a work order based on chat messages, which is applied to a work order creation system. Characterized in that, It includes: Obtain the group message data sent in the customer group, and determine whether a work order needs to be created for the group message data; In the case of determining that a work order needs to be created for the group message data, generate work order data according to the group message data; When generating work order data according to the group message data, it is implemented by using a pre-configured work order template. Among them, the work order template includes annotations, and the annotation content is determined based on the group message data within a set time range from the group message data for creating the work order. When obtaining the pre-configured work order template, it specifically includes the following steps: identify the target work order system for executing the current work order creation from multiple work order systems. After identifying the target work order system, establish a communication connection between the work order creation system and the target work order system through an API interface, so as to obtain the work order template of the target work order system through the API interface, and use the work order template of the target work order system as the pre-configured work order template; Send the work order data to the target work order system so that the target work order system creates a work order corresponding to the work order data; After the target work order system generates the work order, it will generate work order creation data for the generated work order and send the work order creation data to the work order creation system, where the work order creation data includes at least one of: work order ID, work order status, customer group corresponding to the work order, initiator, sending time, and message content; When the work order creation system receives the work order creation data, it parses the work order ID and the corresponding message content, sending time, and customer group in the work order creation data, determines whether the work order ID is empty. In the case where the work order ID is not empty, determine the group message data corresponding to the work order according to the message content, sending time, and customer group corresponding to the work order, and write the group message data before and after the set time range from the group message data for creating the work order into the annotation content of the corresponding work order template through the API interface.

2. The method according to claim 1, Characterized in that, When determining whether a work order needs to be created for the group message data, it is implemented based on a preset mention person and a preset message field.

3. The method according to any one of claims 1-2, Characterized in that, After sending the work order data to the target work order system, it further includes: obtaining the work order creation data corresponding to the work order data, and based on the work order creation data, giving feedback on the work order creation result to the customer group.

4. The method according to claim 3, Characterized in that, After giving feedback on the work order creation result to the customer group, it further includes: obtaining the work order status change data corresponding to the work order data, and based on the work order status change data, giving feedback on the work order status change to the customer group.

5. A device for creating a work order based on chat messages, Characterized in that, It includes: A group message acquisition module, configured to acquire group message data sent in a customer group and determine whether a work order needs to be created for the group message data; A work order data generation module, configured to generate work order data according to the group message data when it is determined that a work order needs to be created for the group message data; When generating work order data according to the group message data, it is implemented by using a pre-configured work order template, where the work order template includes annotations, and the annotation content is determined based on group message data within a set time range from the group message data for creating the work order; when acquiring the pre-configured work order template, the following steps are specifically included: identifying a target work order system for executing the current work order creation from multiple work order systems, and after identifying the target work order system, establishing a communication connection between the work order creation system and the target work order system through an API interface, so as to acquire the work order template of the target work order system through the API interface and use the work order template of the target work order system as the pre-configured work order template; A work order creation module, configured to send the work order data to a target work order system so that the target work order system creates a work order corresponding to the work order data; After generating the work order, the target work order system will generate work order creation data for generating the work order and send the work order creation data to the work order creation system, where the work order creation data includes at least one of: work order ID, work order status, customer group corresponding to the work order, initiator, sending time, and message content; When receiving the work order creation data, the work order creation system parses the work order ID, message content, sending time, and customer group corresponding to the work order in the work order creation data, determines whether the work order ID is empty, and when the work order ID is not empty, determines the group message data corresponding to the work order according to the message content, sending time, and customer group corresponding to the work order, and writes the group message data before and after within a set time range from the group message data for creating the work order into the annotation content of the corresponding work order template through the API interface.

6. The device according to claim 5, wherein, The group message acquisition module, when determining whether a work order needs to be created for the group message data, is implemented based on a preset mention person and preset message fields.

7. The device according to claim 5, wherein, It further includes: A work order creation result feedback module, configured to acquire the work order creation data corresponding to the work order data after sending the work order data to the target work order system and feedback the work order creation result to the customer group based on the work order creation data.

8. The device according to claim 7, wherein, It further includes: A work order status change feedback module, configured to acquire the work order status change data corresponding to the work order data after feedbacking the work order creation result to the customer group and feedback the work order status change to the customer group according to the work order status change data.

9. A device for creating a work order based on chat messages, wherein, It includes: A processor; A memory for storing instructions executable by the processor; Wherein, when the processor is configured to execute the executable instructions, the method described in any one of claims 1 to 4 is implemented.

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