Control method, device and storage medium of after-sales service system

Abstract

The present application discloses a control method, device and storage medium for an after-sales service system, and belongs to the field of data processing technology. The method comprises: receiving a repair request sent by a user terminal, and generating a repair text corresponding to the repair request; obtaining a word segmentation result corresponding to the repair text, and determining the part-of-speech information of each word segmentation corresponding to the word segmentation result; inputting the word segmentation result and the part-of-speech information into a pre-trained extraction model to extract the work order type and attribute information associated with the repair request; generating an after-sales service work order according to the attribute information and the work order type, thereby solving the technical problem of low efficiency in manually processing work order information, and thus improving the work order generation efficiency.

Description

Technical Field

[0001] The present application relates to the field of data processing technology, and in particular to a control method, device and storage medium for an after-sales service system. Background Art

[0002] Work orders refer to work documents and are a management tool used to record and track employee tasks or work requests. Through work orders, managers can clearly understand the work content, progress, and completion status of employees, so as to better coordinate and manage the team.

[0003] Currently, the way to process work order information mainly relies on manual processing, that is, after a user or employee submits a repair request, the customer service or administrator needs to manually review the request content, enter the request content into a pre-set template, and then generate the corresponding work order. However, in actual application, when a large number of warranty requests need to be processed, the manual processing of work order information is inefficient.

[0004] The above contents are only used to assist in understanding the technical solution of the present application and do not constitute an admission that the above contents are prior art. Summary of the invention

[0005] The present application provides a control method, device and storage medium for an after-sales service system, aiming to solve the problem of low efficiency in manually processing work order information.

[0006] To achieve the above-mentioned purpose, the present application provides a control method for an after-sales service system, and the control method for the after-sales service system comprises the following steps:

[0007] Receive a repair request sent by a user terminal, and generate a repair text corresponding to the repair request;

[0008] Obtaining a word segmentation result corresponding to the repair report text, and determining part-of-speech information of each word segmentation corresponding to the word segmentation result;

[0009] Input the word segmentation result and the part-of-speech information into a pre-trained extraction model to extract the work order type and attribute information associated with the repair request;

[0010] Generate an after-sales service work order according to the attribute information and the work order type.

[0011] Optionally, after the step of generating an after-sales service work order according to the attribute information and the work order type, the step further includes:

[0012] Determining the evaluation index of the after-sales service work order;

[0013] Determine the sub-scores of each evaluation indicator according to preset rules;

[0014] Determine the indicator quantity value of the evaluation indicator, sum the sub-scores of each evaluation indicator to generate an evaluation score, and divide the evaluation score by the indicator quantity value to generate a work order evaluation value;

[0015] When the work order evaluation value is lower than a preset threshold, the after-sales service work order is fed back to the operation and maintenance end so that the operation and maintenance end adjusts the after-sales service work order.

[0016] Optionally, after the step of feeding back the after-sales service work order to the operation and maintenance end when the evaluation value is lower than a preset threshold, the method further includes:

[0017] Determine a target work order whose evaluation value is lower than the preset threshold, and obtain a target work order type and target attribute information corresponding to the target work order;

[0018] Parsing the target work order and the target attribute information, determining corresponding optimization parameters, and determining a matching module to be optimized in the extraction model;

[0019] The configuration parameters of the module to be optimized are adjusted according to the optimization parameters, and the extraction model is updated.

[0020] Optionally, the step of pre-training the extraction model includes:

[0021] Determine the test work order, and determine the corresponding test repair report text according to the test work order;

[0022] Extracting text fields from the repair report text, determining the text fields as a training set, and determining the test work order as a verification set;

[0023] The preset model is trained according to the training set, and the extraction model is generated and saved.

[0024] Optionally, the step of training a preset model according to the training set, generating the extraction model and saving the model comprises:

[0025] Input the training set into a preset model and obtain an output result of the preset model;

[0026] Calculating a deviation value of the output result based on the output result and the validation set and based on a loss function;

[0027] Adjusting the values ​​of the parameters of the preset model according to the deviation value, and continuing to execute the steps of inputting the training set into the preset model and obtaining the output result of the preset model;

[0028] When the deviation value is lower than a preset value, the extraction model is generated and output.

[0029] Optionally, the step of obtaining the word segmentation result corresponding to the repair report text and determining the part-of-speech information of each word segmentation corresponding to the word segmentation result includes:

[0030] According to a preset rule, determine and delete the data to be cleaned in the repair report text to generate first data;

[0031] According to the word segmentation and tagging model, the first data is segmented into target word data, and the corresponding target parts of speech are associated to generate the part-of-speech information.

[0032] Optionally, after the step of generating an after-sales service work order according to the attribute information and the work order type, the step further includes:

[0033] After the after-sales service work order is generated, determining the work order type and skill requirements of the after-sales service work order;

[0034] Determine a matching target engineer according to the work order type, and determine corresponding skill qualifications according to the target engineer;

[0035] Determine a target skill qualification among the target engineers whose skill qualification matches the skill requirement, and determine a commissionable engineer corresponding to the target skill qualification;

[0036] The status information of the entrustable engineer is determined, and when the status meets a preset condition, the work order is dispatched to a user terminal corresponding to the entrustable engineer.

[0037] Optionally, the step of dispatching the work order to a user terminal corresponding to the entrustable engineer includes:

[0038] After sending the after-sales service work order to the user terminal through the server, determining the address information of the user terminal;

[0039] When the non-response time of the user terminal is greater than or equal to the preset time, corresponding push prompt information is sent to the user terminal according to the address information.

[0040] In addition, to achieve the above-mentioned purpose, the present application also provides a control device of an after-sales service system, the control device of the after-sales service system comprising: a memory, a processor, and a control program of the after-sales service system stored on the memory and executable on the processor, the control program of the after-sales service system being configured to implement the steps of the control method of the after-sales service system as described above.

[0041] In addition, to achieve the above-mentioned purpose, the present application also provides a storage medium, on which a control program of an after-sales service system is stored. When the control program of the after-sales service system is executed by a processor, the steps of the control method of the after-sales service system as described above are implemented.

[0042] The present application provides a control method, device and storage medium for an after-sales service system, which receives a repair request sent by a user terminal and generates a repair text corresponding to the repair request, then obtains a word segmentation result corresponding to the repair text, and determines the part-of-speech information of each word segmentation corresponding to the word segmentation result, and then inputs the word segmentation result and the part-of-speech information into a pre-trained extraction model to extract the work order type and attribute information associated with the repair request, and finally generates an after-sales service work order according to the attribute information and the work order type to improve the work order generation efficiency. BRIEF DESCRIPTION OF THE DRAWINGS

[0043] Figure 1 It is a flowchart of a first embodiment of a control method of an after-sales service system of the present application;

[0044] Figure 2 A flow chart of a second embodiment of the control method of the after-sales service system of the present application;

[0045] Figure 3 This is a flow chart of a third embodiment of a control method of an after-sales service system of the present application;

[0046] Figure 4 This is a flow chart of a fourth embodiment of a control method of an after-sales service system of the present application;

[0047] Figure 5 This is a flow chart of a fifth embodiment of a control method of an after-sales service system of the present application;

[0048] Figure 6 This is a schematic diagram of the architecture of the hardware operating environment of the control device of the after-sales service system involved in the embodiment of the present application.

[0049] The realization of the purpose, functional features and advantages of this application will be further explained in conjunction with embodiments and with reference to the accompanying drawings. DETAILED DESCRIPTION

[0050] It should be understood that the specific embodiments described herein are only used to explain the present application and are not used to limit the present application.

[0051] The present application receives a repair request sent by a user terminal, generates a repair text corresponding to the repair request, then obtains a word segmentation result corresponding to the repair text, and determines the part-of-speech information of each word segmentation corresponding to the word segmentation result, and then inputs the word segmentation result and the part-of-speech information into a pre-trained extraction model to extract the work order type and attribute information associated with the repair request, and finally generates an after-sales service work order based on the attribute information and the work order type, which can solve the technical problem of low efficiency in manually processing work order information and thereby improve the efficiency of work order generation.

[0052] In order to better understand the above technical solution, exemplary embodiments of the present application will be described in more detail below with reference to the accompanying drawings. Although exemplary embodiments of the present application are shown in the accompanying drawings, it should be understood that the present application can be implemented in various forms and should not be limited by the embodiments described herein. On the contrary, these embodiments are provided in order to enable a more thorough understanding of the present application and to fully convey the scope of the present application to those skilled in the art.

[0053] In order to better understand the above technical solution, the above technical solution will be described in detail below in conjunction with the accompanying drawings and specific implementation methods.

[0054] Embodiment 1

[0055] Please refer to Figure 1 In a first embodiment, the control method of the after-sales service system comprises the following steps:

[0056] Step S10: receiving a repair request sent by a user terminal, and generating a repair text corresponding to the repair request.

[0057] In this embodiment, the user terminal can be a user sending a repair request to the after-sales service system through a terminal, or a user logging into a client corresponding to the after-sales service system through a terminal and sending a repair request to the after-sales service system through the client. After receiving the repair request, the after-sales service system parses the repair request and extracts the repair text in the repair request. The after-sales service system here includes a server that performs processing actions, and a page that can be logged in and uploaded by the user through the user terminal.

[0058] Specifically, when a user or administrator needs to send a repair request to the after-sales service system, the corresponding component will be selected in the page or application in the terminal. The component can exist in the form of a page, and the user or administrator can enter the repair information in the page to generate a repair request and send it to the after-sales service system.

[0059] As an optional implementation method, the user end may send a repair request by uploading the repair information by entering language. When the repair information is entered in the form of voice, the after-sales service system will first convert the voice into text through intelligent voice recognition, and then use the converted text as the repair text to perform processing actions, so as to facilitate users to provide repair information in various forms.

[0060] Specifically, when the user uploads the repair information in the form of voice, the after-sales service system can convert the voice into text through Microsoft's Azure intelligent speech recognition. In addition, users can upload repair information through phone, email, chat screenshots, repair platform, etc. When the repair information is in the form of an image, it is necessary to first recognize the text in the image and then generate the repair text.

[0061] Step S20: Obtain the word segmentation result corresponding to the repair report text, and determine the part-of-speech information of each word segmentation corresponding to the word segmentation result.

[0062] In this embodiment, the text fields in the repair report text are split into words by a preset algorithm, and the words are the above-mentioned word segmentation results. If there is an English field in the repair report text, the corresponding splitting process is to split the English field into words. Then, according to the split words or words, by parsing the words or words, the corresponding part of speech information is generated and associated with the words or words.

[0063] As an optional implementation, the repair report text may be segmented by processing the repair report text through an NLP (natural language processing) algorithm to generate corresponding segmentation results and part-of-speech information.

[0064] Among them, the process of processing the repair report text through the natural language processing algorithm is to perform natural language processing preprocessing on the collected repair report information, including text cleaning, word segmentation, part-of-speech tagging and entity recognition, and then remove invalid characters, punctuation marks, HTML tags and special symbols in the text through expression rules to ensure the cleanliness and standardization of the text, and then segment the text according to words, segment the continuous word sequence into meaningful word units, and assign each word its part of speech such as noun, verb, adjective, etc., for subsequent semantic analysis and information extraction.

[0065] In addition, a word segmentation and annotation model based on machine learning can also be used to segment and semantically annotate the repair report text. Before using the model, features need to be extracted from the repair report text. Common features include word frequency and TF-IDF (Term Frequency-Inverse Document Frequency), which will be used to represent words and sentences in the text. Use the annotated corpus to train the model, and automatically perform word segmentation and part-of-speech tagging based on the input features.

[0066] Optionally, in this embodiment, step S20 includes:

[0067] According to preset rules, the data to be cleaned in the repair report text is determined and deleted to generate first data; according to the word segmentation and annotation model, the first data is segmented into target word data, and the corresponding target part of speech is associated to generate the part of speech information.

[0068] For example, assuming that the repair information is "The xx model washing machine at Li Si's home has a fault and needs a maintenance personnel to come to the door for repair", natural language preprocessing is used to delete punctuation marks, invalid characters, HTML tags, and special symbols, and the result is "The xx model washing machine at Li Si's home has a fault and needs a maintenance personnel to come to the door for repair", and then the above-generated text is segmented to generate ("Li Si", "home", "xx model", "washing machine", "appearance", "fault", "maintenance personnel", "on-site", "maintenance"), and finally each word in the segmentation result is tagged with part of speech to obtain {("Li Si", "noun"), ("home", "noun"), ("xx model", "noun"), ("washing machine", "noun"), ("appearance", "verb"), ("fault", "noun"), ("maintenance personnel", "noun"), ("on-site", "verb"), ("maintenance", "verb")}.

[0069] Step S30: input the word segmentation result and the part-of-speech information into a pre-trained extraction model to extract the work order type and attribute information associated with the repair request.

[0070] In this embodiment, the word segmentation result and the part-of-speech information are interrelated, that is, each word segmentation result has corresponding part-of-speech information. By using the input function corresponding to the extraction model, the word segmentation result and the corresponding part-of-speech information are input into the extraction model, and the extraction model calls its own modules to perform corresponding processing on the input word segmentation result and the part-of-speech information, thereby outputting the work order type and the attribute information.

[0071] As an optional implementation method, after generating the word segmentation results and the corresponding part-of-speech information, the above information can be firstly subjected to entity recognition to extract the corresponding entity data. First, error correction recognition based on the knowledge base is adopted to identify the names of people, places, and organization names in the above data. The knowledge base here refers to the knowledge points generated during the use of the system and the knowledge related to the repair work order collected through big data. Then, through the knowledge point segmentation, the customer information, equipment information, and location information are collected to improve the accuracy of identifying the work order information.

[0072] Exemplarily, after the word segmentation results are identified and the knowledge points are segmented, the generated data is {("Li Si", "customer name"), ("xx model", "equipment information"), ("home", "location information")}.

[0073] As an optional implementation method, the method of extracting the work order type and attribute information associated with the repair request through a pre-trained extraction model can be to first classify the word segmentation results and the corresponding part-of-speech information through the rule engine module in the extraction model, and search for the matching type in the rule engine module to determine the work order type of the work order, wherein the work order type includes equipment maintenance, mail-in repair and return, return and exchange type, and door-to-door service type. Then extract various attributes in the repair text, wherein the attributes include key attribute information such as customer name, contact number, product model, fault description, and mail-in repair address, and determine the attributes as the attribute information of the work order to improve the processing efficiency of the work order information.

[0074] Exemplarily, assuming that the results of completed word segmentation and part-of-speech tagging are {("Li Si", "noun"), ("home", "noun"), ("xx model", "noun"), ("washing machine", "noun"), ("appearance", "verb"), ("fault", "noun"), ("maintenance personnel", "noun"), ("on-site", "verb"), ("maintenance", "verb")}, it is input into the extraction model, through ("fault", "noun"), ("maintenance", "verb"), and based on the rule engine module, it can be determined that the type corresponding to the repair request is the "equipment maintenance" category, and then the attributes therein are extracted, (name of the person reporting the repair: Li Si), (fault description: the washing machine has a fault), (product model: xx model), and this information is used as the attribute information of the work order to be generated.

[0075] Step S40: Generate an after-sales service work order according to the attribute information and the work order type.

[0076] In this embodiment, when the attribute information and the work order type are generated, the work order generation process of the after-sales service system will be automatically triggered, and the work order creation can be triggered by preset conditions. The preset conditions can be a trigger instruction, that is, when it is detected that the attribute information and the work order type are transmitted to the interface, the work order generation process is automatically triggered, and the corresponding work order is created. Then, the extracted work order type is assigned to the work order type of the after-sales service work order, and the attribute information is automatically assigned to the corresponding attributes of the after-sales service work order, thereby generating the after-sales service work order.

[0077] As an optional implementation, the after-sales service work order may be generated by formulating rules for generating work orders based on historical data and business experience, wherein the rules include a correspondence between attributes and work order types. The after-sales service work order is generated by matching the attribute information with the work order type and filling the attribute into a position corresponding to the work order type according to the rules, thereby improving the efficiency of work order generation.

[0078] As another optional implementation method, the after-sales service work order may also be generated through a preset work order template, wherein the work order template includes a work order title module, a work order description module, a priority module, a responsible person module, a work order status module and a work order attachment module. According to the modules of the above work order templates, the target information matching the module is determined in the attribute information, thereby automatically filling in the work order template and generating the after-sales service work order.

[0079] In the technical solution provided in this embodiment, by generating a corresponding repair text for the repair request sent by the user end, the user can upload repair requests in various forms. By segmenting the repair text, marking the corresponding part-of-speech information, and then inputting the extraction model to output the work order type and attribute information, the processing efficiency of the work order information can be improved. By automatically generating a work order through attribute information and work order type, manual operation can be eliminated, the efficiency of work order generation can be improved, and the labor cost can be reduced.

[0080] Embodiment 2

[0081] Please refer to Figure 2 In the second embodiment, after step S40, the following steps are further included:

[0082] Step S41: Determine the evaluation index of the after-sales service work order.

[0083] In this embodiment, the evaluation index is determined by an evaluation module of the after-sales service system, and an evaluation action on the after-sales service work order is performed.

[0084] The evaluation indicators here include work order type matching, work order description clarity, content completeness, relevant resource considerations, and work order time rationality, etc. The evaluation module here can be a page of the after-sales service system, and the evaluation indicators are displayed in the page, and the input after-sales service work order can be automatically evaluated to facilitate the administrator's intuitive viewing. It can also be an application that automatically evaluates the input after-sales service work order and enters the corresponding evaluation rules.

[0085] Step S42: Determine the sub-score of each evaluation indicator according to preset rules.

[0086] In this embodiment, the evaluation module of the after-sales service system automatically scores the after-sales service work order according to each of the evaluation indicators and based on preset rules, thereby generating the corresponding sub-scores.

[0087] As an optional implementation, the preset rules may be rules formulated based on evaluation indicators. Through the rules, the evaluation module may query the attribute information generated in the after-sales service work order and the deviation value from the sample data in the preset rules, thereby calculating the accuracy of the generated attribute information, and using the accuracy as a sub-score corresponding to the evaluation indicator to improve the accuracy of the evaluation of the after-sales service work order.

[0088] In addition, you can also count the accuracy of all evaluation indicators, and calculate the precision and recall of each evaluation indicator. The F1 score can be calculated by 2*(precision*recall) / (precision+recall). The F1 score can be used to evaluate the accuracy of the preset rules and make timely optimizations and adjustments.

[0089] Step S43: determine the indicator quantity value of the evaluation indicator, sum the sub-scores of each evaluation indicator to generate an evaluation score, and divide the evaluation score by the indicator quantity value to generate a work order evaluation value.

[0090] In this embodiment, the indicator quantity value is the total number corresponding to all evaluation indicators, and the work order evaluation value is generated by summing up the sub-scores corresponding to the evaluation indicators and dividing the sum by the indicator quantity value.

[0091] Exemplarily, the calculation formula for the work order evaluation value is [\text{evaluation value}=\frac{\sum_{i=1}^{n}x_i}{n}\times 100%], in which (\sum_{i=1}^{n}x_i) means summing up the sub-scores (x_i) of all evaluation indicators to obtain the total score. (n) is the total number of evaluation value indicators, that is, the number of indicators. (\frac{\sum_{i=1}^{n}x_i}{n}) means dividing the sum of the evaluation value indicators by the total number of scoring indicators to obtain the average evaluation value. Finally, multiplying by 100% is to convert this average evaluation value into a percentage to obtain the final work order evaluation value. This formula can help the automatic work order generation system calculate the comprehensive evaluation value of the work order based on multiple scoring indicators, thereby more objectively evaluating the quality and matching degree of the automatically generated work orders.

[0092] Step S44: when the work order evaluation value is lower than a preset threshold, the after-sales service work order is fed back to the operation and maintenance end so that the operation and maintenance end adjusts the after-sales service work order.

[0093] In this embodiment, the preset threshold here is used to determine whether the calculated work order evaluation value meets the preset standard. When the work order evaluation value does not meet the standard, the after-sales service work order needs to be readjusted. At this time, the after-sales service system automatically sends the after-sales service work order with a work order evaluation value lower than the preset threshold to the operation and maintenance end.

[0094] In addition, a repair request corresponding to the after-sales service work order is also sent to the operation and maintenance end, so that the administrator can readjust the after-sales service work order according to the repair information in the repair request.

[0095] Furthermore, in this embodiment, after step S44, the following steps are further included:

[0096] Determine the target work order whose evaluation value is lower than the preset threshold, and obtain the target work order type and target attribute information corresponding to the target work order; parse the target work order and the target attribute information, determine the corresponding optimization parameters, and determine the matching module to be optimized in the extraction model; adjust the configuration parameters of the module to be optimized according to the optimization parameters, and update the extraction model.

[0097] Specifically, first, the optimization goal of the extraction model is clarified, that is, according to the target work order type and the target attribute information, the error points are determined, that is, which module in the model has low processing accuracy, and then the corresponding optimization parameters are determined according to the optimization model. The optimization model is determined by testing and comparing the target work order with the corresponding correct work order, calculating the difference between the two, and then determining the corresponding optimization parameters. Finally, the configuration parameters of the module to be optimized in the extraction model are adjusted according to the optimization parameters, thereby completing the optimization of the extraction model.

[0098] As an optional implementation, the hyperparameters or learning rate and other parameters of the extraction model are adjusted to improve the model training method, and the parameters can be adjusted using grid search, random search or Bayesian optimization.

[0099] In addition, after adjusting the parameters of the extraction model, the complexity of the extraction model can be increased or decreased according to the optimization goal. Regularization techniques such as L1 and L2 regularization can be used to prevent overfitting, or techniques such as ensemble learning can be used to improve the generalization ability of the extraction model.

[0100] In the technical solution provided in this embodiment, by evaluating the sub-scores of each evaluation indicator of the generated after-sales service work order, the work order evaluation value of the after-sales service work order is calculated by the sub-scores of each evaluation indicator, and the after-sales service work order meets the requirements by a preset threshold, so as to optimize the work orders that do not meet the requirements, thereby improving the accuracy of work order generation. By obtaining the target work order that does not meet the requirements and optimizing the extraction model according to the target work order that does not meet the requirements, the advance model can be optimized to improve the accuracy of the extraction model in processing the work order information.

[0101] Example 3, please refer to Figure 3 In a third embodiment, the step of pre-training the extraction model comprises the following steps:

[0102] Step S50: Determine a test work order, and determine a corresponding test repair report text according to the test work order.

[0103] Step S60: extracting text fields from the repair report text, determining the text fields as a training set, and determining the test work order as a verification set.

[0104] In this embodiment, the test work order can be a test work order manually processed and generated by an administrator through repair information, or it can be various work orders crawled in advance from the data source, and the corresponding repair text. It should be understood that after the test work order is determined, the test repair text is associated with the test work order, that is, it is generated according to the repair request. The training set here includes the text field, and various parameters that can be input into the model for training the model. The test work order is determined as a verification set. The purpose is to use the test work order as a sample for comparing test results, that is, when the model is trained through the test set, a training result will be generated. By comparing the test work orders in the verification set, the training effect of the model can be determined.

[0105] Step S70: training a preset model according to the training set, generating the extraction model and saving it.

[0106] In this embodiment, the determined training set is input into the preset model, and the output result of the preset model is obtained. When the output result meets the expected expectation, it is determined that the training of the preset model is completed, and the trained model is determined as the extraction model and output.

[0107] It should be understood that the training process can be ongoing, that is, when the expected expectations are met, the model at this time is output for use, but the training process is not terminated, and the model continues to be trained to improve the accuracy of the extracted model.

[0108] Optionally, in this embodiment, step S70 includes:

[0109] Input the training set into the preset model and obtain the output result of the preset model; calculate the deviation value of the output result based on the output result and the validation set and based on the loss function; adjust the value of the parameter of the preset model according to the deviation value, and continue to execute the steps of inputting the training set into the preset model and obtaining the output result of the preset model; when the deviation value is lower than the preset value, generate and output the extraction model.

[0110] Specifically, the preset model is trained by the training set, and the deviation value between the output result and the verification set is calculated based on the output result. The purpose is to determine whether the values ​​of the parameters in the preset model meet the requirements, and then adjust the parameters of the preset model according to the deviation value to improve the optimization rate of the model.

[0111] In addition, the deviation value of the output result is calculated based on the loss function. The specific method can be to calculate the mean of the squares of the differences between the output result and the test set through the mean square error. It should be understood that before calculating the deviation value, the preset model also includes a rule for converting the deviation rate into a specific numerical value, that is, according to the deviation rate of the text field, the deviation value of the text field is obtained, and then the deviation value of the two is calculated through the loss function to facilitate the calculation of the deviation value.

[0112] For example, suppose a training set is "Zhang San informed at 10:30 that the xx-a model and xx brand air conditioner at home is broken and cannot be turned on normally. The maintenance personnel need to come to the door for repair. The contact number is: 15885954511, and the address is: No. 123, XX Street, XX District, XX City, XX Province". By inputting the training set into the preset model, the output result is that the work order type is the "equipment maintenance" type, and the work order attribute information is "Name of the person reporting the problem: Zhang San, Contact number: 15885954511, Reporting time: 10:30 on the same day, Fault description: The air conditioner cannot be turned on normally, Brand: xx, Product model: xx-a, Maintenance address: No. 123, XX Street, XX District, XX City, XX Province", thereby completing the training of the preset model, and comparing the above output results with the verification set to determine the parameters that need to be optimized for the model.

[0113] In the technical solution provided in this embodiment, the test repair text corresponding to the test work order is used as a training set, the test work order is used as a verification set, and the preset model is trained to improve the accuracy of the information processed by the extraction model.

[0114] Embodiment 4

[0115] Please refer to Figure 4 In the fourth embodiment, after the step S40, the following steps are further included:

[0116] Step S80: After the after-sales service work order is generated, determine the work order type and skill requirements of the after-sales service work order.

[0117] Step S90: determining a matching target engineer according to the work order type, and determining corresponding skill qualifications according to the target engineer.

[0118] Step S100: determining a target skill qualification whose skill qualification matches the skill requirement among the target engineers, and determining a commissionable engineer corresponding to the target skill qualification.

[0119] Step S110: determining the status information of the entrustable engineer, and when the status meets a preset condition, dispatching the work order to the user terminal corresponding to the entrustable engineer.

[0120] In this embodiment, the work order type and skill requirements of the after-sales service work order that match the work order can be queried in the after-sales service work order through the work order type field value and the skill requirement field value, or before the after-sales service work order is generated, the matching skill requirements can be determined through the repair report text, and after the work order type is determined by the extraction model, the work order type of the after-sales service work order can be obtained.

[0121] The purpose of matching the target engineer according to the work order type here is to assign different types of target engineers according to the work order type to ensure that the personnel assigned to the work order meet the requirements. Then, according to the specific skill requirements required by the work order, the work order is assigned to the entrustable engineer with the corresponding skills. It should be understood that the entrustable engineer here belongs to the target engineer, and the engineer whose skill qualifications meet the requirements is determined from the target engineer and determined as the entrustable engineer. Finally, the system will monitor and calculate the load of each entrustable engineer, and automatically assign the work order to the entrustable engineer with the lighter current load to ensure the balance of the workload.

[0122] In addition, engineers can be screened based on customer ratings, and work orders can be automatically assigned based on the ratings given by customers after engineers complete the work orders, to ensure that the work orders can be processed efficiently. After that, the timeout records in each step of the process of engineers completing the work orders can be counted. The more timeout records there are, the lower the probability of being assigned.

[0123] Exemplarily, taking the matching of engineer load and engineer skills as an example, the specific calculation formula is as follows: (W_i) represents the (i)th engineer load vector, where (i=1,2,\ldots,n). (S_j) represents the (j)th engineer skill vector, where (j=1,2,\ldots,m). (M_{ij}) represents the degree of matching between work order (i) and engineer (j). Cosine similarity is used to represent the degree of matching between work order and engineer [M_{ij}=\frac{W_i\cdotS_j}{|W_i||S_j|}], in which (W_i\cdotS_j) represents the dot product of engineer load vector (W_i) and engineer skill vector (S_j), and (|W_i|) and (|S_j|) represent their norms (modulus), respectively. Based on this matching metric, the system can select the engineer (j) that maximizes (M_{ij}) to handle the work order (i), that is: [\text{engineer}i=\arg\max_jM{ij}].

[0124] Furthermore, in this embodiment, after step S110, the following steps are further included:

[0125] After the after-sales service work order is sent to the user terminal through the server, the address information of the user terminal is determined; when the non-response time of the user terminal is greater than or equal to the preset time, the corresponding push prompt information is sent to the user terminal according to the address information.

[0126] Specifically, after determining the entrustable engineer, the address information corresponding to the entrustable engineer is determined according to the pre-stored information table. The address information includes the IP address or mobile phone number of the user terminal of the entrustable engineer. The work order is assigned to the user terminal through SMS, phone call or link. When the engineer does not respond to the work order, that is, does not confirm receipt of the work order in the link, or does not reply, the system will automatically remind the user terminal after a preset time.

[0127] In the technical solution provided in this embodiment, by matching corresponding engineers by work order type and skill requirements, and assigning the after-sales service work order to engineers who meet the requirements, the work order allocation can be completed quickly and the work order allocation efficiency can be improved.

[0128] Embodiment 5

[0129] Please refer to Figure 5 , in the fifth embodiment, Figure 5 This is a flowchart diagram of a fifth embodiment of the control method of the after-sales service system of the present application.

[0130] like Figure 5As shown, after the user uploads the repair information by voice input or screenshot, the after-sales service system receives the uploaded repair information, parses the repair information into repair text, and then classifies and extracts entity attributes of the repair text through the knowledge base and pre-trained model, and then automatically generates a work order for the extracted attributes and types according to the preset rules. Then the work order is evaluated to determine its evaluation score. When the score is lower than the preset score, the dispatch specialist will review the work order again and adjust the work order. Finally, the bill laden person is reminded to receive the after-sales service work order through SMS or WeChat, and the feedback information from the bill laden person is collected to iteratively optimize the model. The collected feedback and the generated work order are imported into the recurrent neural network to complete the training and learning of the classification algorithm model, and the language model is trained according to the work order and the feedback, and the content in the knowledge base is updated.

[0131] Since the system introduced in the embodiment of the present application is a system used to implement the method of the embodiment of the present application, based on the method introduced in the embodiment of the present application, the person skilled in the art can understand the specific structure and deformation of the system, so it is not repeated here. All systems used in the method of the embodiment of the present application belong to the scope of protection of this application.

[0132] As an implementation scheme, Figure 6 This is a schematic diagram of the architecture of the hardware operating environment of the control device of the after-sales service system involved in the embodiment of the present application.

[0133] like Figure 6 As shown, the control device of the after-sales service system may include: a processor 1001, such as a core processor (Central Processing Unit, CPU), a communication bus 1002, a network interface 1003, and a memory 1004. Among them, the communication bus 1002 is used to realize the connection and communication between these components. The network interface 1003 may optionally include a standard wired interface, a wireless interface (such as a wireless fidelity (WIreless-FIdelity, WI-FI) interface). The memory 1004 may be a high-speed random access memory (Random Access Memory, RAM) memory, or it may be a stable non-volatile memory (Non-Volatile Memory, NVM), such as a disk memory. The memory 1004 may optionally also be a storage device independent of the aforementioned processor 1001.

[0134] Those skilled in the art will understand that Figure 6 The structure shown in the figure does not constitute a limitation on the control device of the after-sales service system, and may include more or less components than shown in the figure, or combine certain components, or arrange the components differently.

[0135] like Figure 6 As shown, the memory 1004 as a storage medium may include an operating system, a network communication module, and a control program of the after-sales service system. The operating system is a program that manages and controls the hardware and software resources of the control device of the after-sales service system, the control program of the after-sales service system, and the operation of other software or programs.

[0136] exist Figure 6 In the control device of the after-sales service system shown, the network interface 1003 is mainly used to connect to the terminal and perform data communication with the terminal; the processor 1001 can be used to call the control program of the after-sales service system stored in the memory 1004.

[0137] In this embodiment, the control device of the after-sales service system includes: a memory 1004, a processor 1001, and a control program of the after-sales service system stored in the memory and executable on the processor, wherein:

[0138] When the processor 1001 calls the control program of the after-sales service system stored in the memory 1004, the following operations are performed:

[0139] Receive a repair request sent by a user terminal, and generate a repair text corresponding to the repair request;

[0140] Obtaining a word segmentation result corresponding to the repair report text, and determining part-of-speech information of each word segmentation corresponding to the word segmentation result;

[0141] Input the word segmentation result and the part-of-speech information into a pre-trained extraction model to extract the work order type and attribute information associated with the repair request;

[0142] Generate an after-sales service work order according to the attribute information and the work order type.

[0143] In one embodiment, when the processor 1001 calls the control program of the after-sales service system stored in the memory 1004, the following operations are performed: determining the evaluation index of the after-sales service work order;

[0144] Determine the sub-scores of each evaluation indicator according to preset rules;

[0145] Determine the indicator quantity value of the evaluation indicator, sum the sub-scores of each evaluation indicator to generate an evaluation score, and divide the evaluation score by the indicator quantity value to generate a work order evaluation value;

[0146] When the work order evaluation value is lower than a preset threshold, the after-sales service work order is fed back to the operation and maintenance end so that the operation and maintenance end adjusts the after-sales service work order.

[0147] In one embodiment, when the processor 1001 calls the control program of the after-sales service system stored in the memory 1004, the following operations are performed:

[0148] Determine a target work order whose evaluation value is lower than the preset threshold, and obtain a target work order type and target attribute information corresponding to the target work order;

[0149] Parsing the target work order and the target attribute information, determining corresponding optimization parameters, and determining a matching module to be optimized in the extraction model;

[0150] The configuration parameters of the module to be optimized are adjusted according to the optimization parameters, and the extraction model is updated.

[0151] In one embodiment, when the processor 1001 calls the control program of the after-sales service system stored in the memory 1004, the following operations are performed:

[0152] Determine the test work order, and determine the corresponding test repair report text according to the test work order;

[0153] Extracting text fields from the repair report text, determining the text fields as a training set, and determining the test work order as a verification set;

[0154] The preset model is trained according to the training set, and the extraction model is generated and saved.

[0155] In one embodiment, when the processor 1001 calls the control program of the after-sales service system stored in the memory 1004, the following operations are performed:

[0156] Input the training set into a preset model and obtain an output result of the preset model;

[0157] Calculating a deviation value of the output result based on the output result and the validation set and based on a loss function;

[0158] Adjusting the values ​​of the parameters of the preset model according to the deviation value, and continuing to execute the steps of inputting the training set into the preset model and obtaining the output result of the preset model;

[0159] When the deviation value is lower than a preset value, the extraction model is generated and output.

[0160] In one embodiment, when the processor 1001 calls the control program of the after-sales service system stored in the memory 1004, the following operations are performed:

[0161] According to a preset rule, determine and delete the data to be cleaned in the repair report text to generate first data;

[0162] According to the word segmentation and tagging model, the first data is segmented into target word data, and the corresponding target parts of speech are associated to generate the part-of-speech information.

[0163] In one embodiment, when the processor 1001 calls the control program of the after-sales service system stored in the memory 1004, the following operations are performed:

[0164] After the after-sales service work order is generated, determining the work order type and skill requirements of the after-sales service work order;

[0165] Determine a matching target engineer according to the work order type, and determine corresponding skill qualifications according to the target engineer;

[0166] Determine a target skill qualification among the target engineers whose skill qualification matches the skill requirement, and determine a commissionable engineer corresponding to the target skill qualification;

[0167] The status information of the entrustable engineer is determined, and when the status meets a preset condition, the work order is dispatched to a user terminal corresponding to the entrustable engineer.

[0168] In one embodiment, when the processor 1001 calls the control program of the after-sales service system stored in the memory 1004, the following operations are performed:

[0169] After sending the after-sales service work order to the user terminal through the server, determining the address information of the user terminal;

[0170] When the non-response time of the user terminal is greater than or equal to the preset time, corresponding push prompt information is sent to the user terminal according to the address information.

[0171] In addition, it can be understood by those skilled in the art that all or part of the processes in the method for implementing the above embodiment can be completed by instructing the relevant hardware through a computer program. The computer program includes program instructions, and the computer program can be stored in a storage medium, which is a computer-readable storage medium. The program instructions are executed by at least one processor in the control device of the after-sales service system to implement the process steps of the embodiment of the above method.

[0172] Therefore, the present application also provides a storage medium, which stores a control program of an after-sales service system. When the control program of the after-sales service system is executed by a processor, the various steps of the control method of the after-sales service system described in the above embodiment are implemented.

[0173] The storage medium may be a U disk, a mobile hard disk, a read-only memory (ROM), a magnetic disk, or an optical disk, etc., which can store program codes.

[0174] It should be noted that since the storage medium provided in the embodiment of the present application is the storage medium used to implement the method of the embodiment of the present application, based on the method introduced in the embodiment of the present application, the person skilled in the art can understand the specific structure and deformation of the storage medium, so it is not repeated here. All storage media used in the method of the embodiment of the present application belong to the scope of protection of this application.

[0175] Those skilled in the art will appreciate that the embodiments of the present application may be provided as methods, systems, or computer program products. Therefore, the present application may adopt the form of a complete hardware embodiment, a complete software embodiment, or an embodiment in combination with software and hardware. Moreover, the present application may adopt the form of a computer program product implemented in one or more computer-usable storage media (including but not limited to disk storage, CD-ROM, optical storage, etc.) that include computer-usable program code.

[0176] The present application is described with reference to the flowcharts and / or block diagrams of the methods, devices (systems), and computer program products according to the embodiments of the present application. It should be understood that each process and / or box in the flowchart and / or block diagram, as well as the combination of the processes and / or boxes in the flowchart and / or block diagram, can be implemented by computer program instructions. These computer program instructions can be provided to a processor of a general-purpose computer, a special-purpose computer, an embedded processor, or other programmable data processing device to generate a machine, so that the instructions executed by the processor of the computer or other programmable data processing device generate instructions for implementing the processes in the flowchart and / or block diagram. Figure 1 A process or multiple processes and / or boxes Figure 1 A device that provides the functions specified in a block or multiple blocks.

[0177] These computer program instructions may also be stored in a computer readable memory capable of directing a computer or other programmable data processing device to operate in a specific manner, so that the instructions stored in the computer readable memory produce an article of manufacture including an instruction device, which implements the process Figure 1 A process or multiple processes and / or boxes Figure 1 A function specified in one or more boxes.

[0178] These computer program instructions can also be loaded onto a computer or other programmable data processing device so that a series of operating steps are executed on the computer or other programmable device to produce a computer-implemented process, thereby providing instructions for implementing the process in the computer or other programmable device. Figure 1A process or multiple processes and / or boxes Figure 1 The steps for the functions specified in one or more boxes.

[0179] It should be noted that in the claims, any reference signs placed between brackets shall not be construed as limiting the claims. The word "comprising" does not exclude the presence of components or steps not listed in the claims. The word "a" or "an" preceding a component does not exclude the presence of a plurality of such components. The present application may be implemented by means of hardware comprising several different components and by means of a suitably programmed computer. In a unit claim enumerating several means, several of these means may be embodied by the same item of hardware. The use of the words first, second, and third etc. does not indicate any order. These words may be interpreted as names.

[0180] Although the preferred embodiments of the present application have been described, those skilled in the art may make other changes and modifications to these embodiments once they have learned the basic creative concept. Therefore, the appended claims are intended to be interpreted as including the preferred embodiments and all changes and modifications falling within the scope of the present application.

[0181] Obviously, those skilled in the art can make various changes and modifications to the present application without departing from the spirit and scope of the present application. Thus, if these modifications and variations of the present application fall within the scope of the claims of the present application and their equivalents, the present application is also intended to include these modifications and variations.

Claims

1. A control method for an after-sales service system, characterized in that: The control method of the after-sales service system comprises the following steps: Receive a repair request sent by a user terminal, and generate a repair text corresponding to the repair request; Obtaining a word segmentation result corresponding to the repair report text, and determining part-of-speech information of each word segmentation corresponding to the word segmentation result; The step of obtaining the word segmentation result corresponding to the repair report text and determining the part-of-speech information of each word segmentation corresponding to the word segmentation result includes: According to a preset rule, determine and delete the data to be cleaned in the repair report text to generate first data; According to the word segmentation and tagging model, the first data is segmented into target word data, and the corresponding target part of speech is associated to generate the part of speech information; Input the word segmentation result and the part-of-speech information into a pre-trained extraction model; The word segmentation results and the corresponding part-of-speech information are classified by the rule engine module in the extraction model, and the matching type is searched in the rule engine module to determine the work order type of the work order, wherein the work order type includes equipment maintenance, mail-in repair and return, return and exchange type, and door-to-door service type; Extracting various attributes from the repair report text and determining the attributes as attribute information of the work order, wherein the attributes include customer name, contact number, product model, fault description and repair address; Generate an after-sales service work order according to the attribute information and the work order type; Determining the evaluation index of the after-sales service work order; Determine the sub-scores of each evaluation indicator according to preset rules; Determine the indicator quantity value of the evaluation indicator, sum the sub-scores of each evaluation indicator to generate an evaluation score, and divide the evaluation score by the indicator quantity value to generate a work order evaluation value; When the work order evaluation value is lower than a preset threshold, the after-sales service work order is fed back to the operation and maintenance end so that the operation and maintenance end adjusts the after-sales service work order.

2. The control method of the after-sales service system according to claim 1, characterized in that: After the step of feeding back the after-sales service work order to the operation and maintenance end when the evaluation value is lower than the preset threshold, the method further includes: Determine a target work order whose evaluation value is lower than the preset threshold, and obtain a target work order type and target attribute information corresponding to the target work order; Parsing the target work order and the target attribute information, determining corresponding optimization parameters, and determining a matching module to be optimized in the extraction model; The configuration parameters of the module to be optimized are adjusted according to the optimization parameters, and the extraction model is updated.

3. The control method of the after-sales service system according to claim 1, characterized in that: The steps of pre-training the extraction model include: Determine the test work order, and determine the corresponding test repair report text according to the test work order; Extracting text fields from the repair report text, determining the text fields as a training set, and determining the test work order as a verification set; The preset model is trained according to the training set, and the extraction model is generated and saved.

4. The control method of the after-sales service system according to claim 3, characterized in that: The step of training a preset model according to the training set, generating the extraction model and saving it comprises: Input the training set into a preset model and obtain an output result of the preset model; Calculating a deviation value of the output result based on the output result and the validation set and based on a loss function; Adjusting the values ​​of the parameters of the preset model according to the deviation value, and continuing to execute the steps of inputting the training set into the preset model and obtaining the output result of the preset model; When the deviation value is lower than a preset value, the extraction model is generated and output.

5. The control method of the after-sales service system according to claim 1, characterized in that: After the step of generating an after-sales service work order according to the attribute information and the work order type, the step further includes: After the after-sales service work order is generated, determining the work order type and skill requirements of the after-sales service work order; Determine a matching target engineer according to the work order type, and determine corresponding skill qualifications according to the target engineer; Determine a target skill qualification among the target engineers whose skill qualification matches the skill requirement, and determine a commissionable engineer corresponding to the target skill qualification; The status information of the entrustable engineer is determined, and when the status meets a preset condition, the work order is dispatched to a user terminal corresponding to the entrustable engineer.

6. The control method of the after-sales service system according to claim 5, characterized in that: After the step of dispatching the work order to the user terminal corresponding to the entrustable engineer, the method further includes: After sending the after-sales service work order to the user terminal through the server, determining the address information of the user terminal; When the non-response time of the user terminal is greater than or equal to the preset time, corresponding push prompt information is sent to the user terminal according to the address information.

7. A control device for an after-sales service system, characterized in that: The control device of the after-sales service system includes: a memory, a processor, and a control program of the after-sales service system stored in the memory and executable on the processor, wherein the control program of the after-sales service system is configured to implement the steps of the control method of the after-sales service system as described in any one of claims 1 to 6.

8. A storage medium, characterized in that: The storage medium stores a control program of the after-sales service system, and when the control program of the after-sales service system is executed by the processor, the steps of the control method of the after-sales service system according to any one of claims 1 to 6 are implemented.

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