RPA-based telecommunication service processing flow analysis method and device, electronic equipment and computer readable storage medium

Abstract

The application discloses a method and device for analyzing a business processing flow of a telecommunications service based on RPA, an electronic device and a computer readable storage medium. According to the method, the business information of a target service is obtained, the intra-flow instructions of each flow are generated according to the flow information of each flow, the flow dependency relationship between the flows is determined according to the flow information of at least one flow to generate the inter-flow instructions between the corresponding flows, the intra-flow instructions and the inter-flow instructions are executed to obtain flow execution data, and finally, the flow analysis data of the target service can be generated according to the flow execution data. Therefore, the complex service containing multiple flows can be automatically executed, the execution instructions of each flow and the inter-flow instructions for connecting and data transmission between the flows are generated according to the flow information in the business information, the entire flow of the complex service can be analyzed, the entire business flow and system function can be processed, the system and operation data are obtained, the business flow is analyzed to generate analysis data, the user experience in the execution process of the business can be more efficiently and comprehensively obtained, and relevant personnel can optimize and improve the flow based on the analysis data.

Description

TECHNICAL FIELD

[0001] The present application relates to the technical field of data processing, in particular to a method and device for analyzing a telecommunication service processing flow based on RPA, an electronic device and a computer readable storage medium. BACKGROUND

[0002] With the development of society, the business division within an enterprise becomes more and more detailed, and gradually forms a long, complex and cross-organizational and cross-system business chain, which makes the implementation of a business process complex, and the data between various departments fragmented and opaque, bringing many challenges to the process management of the enterprise.

[0003] At the same time, with the continuous development of business, there are repetitive processes between various business departments in the enterprise. For old systems, cross-system operations, and some business process operations, it is time-consuming and laborious. The design and management of such internal processes of the enterprise can only be done manually and based on business experience, so even if a problem occurs in a process during execution, which even leads to low processing efficiency, it cannot be adjusted in time and effectively. Therefore, a solution is needed to analyze the process of a business containing multiple processes. SUMMARY

[0004] The embodiments of the present application provide a method and device for analyzing a telecommunication service processing flow based on RPA, an electronic device and a computer readable storage medium, to solve the defects of relying on manual design and adjustment of business processes in the prior art.

[0005] To achieve the above technical purpose, the embodiments of the present application propose a method for analyzing a telecommunication service processing flow based on RPA, for analyzing a target business containing multiple processes, comprising:

[0006] Obtaining business information of the target business, the business information at least containing process information of at least one process of executing the target business and business configuration information;

[0007] Generating process internal instructions of each process in the at least one process according to the process information of the process;

[0008] Determining a process dependency relationship between processes according to the process information of the at least one process;

[0009] Generating process inter-instruction between corresponding processes according to the process dependency relationship;

[0010] Executing the process internal instructions and the process inter-instructions to obtain process execution data;

[0011] Generating process analysis data of the target business according to the process execution data.

[0012] Another embodiment of the present application provides a RPA-based telecommunication service processing flow analysis device for analyzing a target service including multiple flows, comprising:

[0013] an acquisition module configured to acquire service information of the target service, the service information including at least flow information of at least one flow of the target service and service configuration information;

[0014] an instruction generation module configured to generate intra-flow instructions of each flow in the at least one flow according to the flow information of the flow;

[0015] a relationship determination module configured to determine flow dependency relationships between the flows according to the flow information of the at least one flow, and the instruction generation module is further configured to generate inter-flow instructions between corresponding flows according to the flow dependency relationships;

[0016] an execution module configured to execute the intra-flow instructions and the inter-flow instructions to obtain flow execution data;

[0017] an analysis data generation module configured to generate flow analysis data of the target service according to the flow execution data.

[0018] An electronic device is also provided in an embodiment of the present application, comprising:

[0019] a memory configured to store a program;

[0020] a processor configured to run the program stored in the memory to execute the RPA-based telecommunication service processing flow analysis method according to an embodiment of the present application.

[0021] An embodiment of the present application also provides a computer readable storage medium having a computer program stored thereon, the computer program being executable by a processor, wherein the program, when executed by the processor, implements the RPA-based telecommunication service processing flow analysis method provided by an embodiment of the present application.

[0022] According to the RPA-based telecommunication service processing flow analysis method and device, the electronic device and the computer readable storage medium provided in the embodiments of the present application, by obtaining service information of a target service, generating in-flow instructions of each flow according to flow information of the flow, and determining flow dependency relationships between flows according to flow information of at least one flow to generate inter-flow instructions between corresponding flows, the in-flow instructions and the inter-flow instructions are executed to obtain flow execution data, and finally, flow analysis data of the target service can be generated according to the flow execution data. Therefore, a complex service including multiple flows can be automatically executed, the execution instructions of each flow and the inter-flow instructions for connection and data transmission between the flows are generated according to the flow information in the service information, so that the entire flow of the complex service can be analyzed, the flow is traversed through the entire service flow and system function, the system and operation data are obtained, the service flow is analyzed to generate analysis data, so that the user experience in the execution process of the service can be more efficiently and comprehensively analyzed, thereby helping relevant personnel to optimize and improve the flow based on the analysis data.

[0023] The above description is only a summary of the technical solutions of the present application. In order to enable the technical means of the present application to be more clearly understood, the present application can be implemented according to the content of the specification, and in order to enable the above and other purposes, characteristics and advantages of the present application to be more obvious and easy to understand, the following specific embodiments of the present application are described. BRIEF DESCRIPTION OF DRAWINGS

[0024] Various other advantages and benefits will become apparent to those of ordinary skill in the art upon reading the following detailed description of the preferred embodiments. The accompanying drawings are intended to depict only preferred embodiments of the application and therefore should not be considered to limit the scope of the application. Furthermore, like reference numerals denote like parts throughout the accompanying drawings. In the drawings:

[0025] Figure 1 A flowchart of an embodiment of the RPA-based telecommunication service processing flow analysis method provided in the present application;

[0026] Figure 2 A structural schematic diagram of an embodiment of the RPA-based telecommunication service processing flow analysis device provided in the present application;

[0027] Figure 3 A structural schematic diagram of an embodiment of the electronic device provided in the present application. DETAILED DESCRIPTION

[0028] Exemplary embodiments of the present application will be described herein below with reference to the accompanying drawings. While exemplary embodiments of the present application are shown in the drawings, it is understood that the present application can be embodied in various forms and should not be limited by the embodiments set forth herein. Rather, these embodiments are provided so that this application will be thorough and complete, and will fully convey the scope of the application to those skilled in the art.

[0029] Embodiment One

[0030] With the development of society, the business division within an enterprise becomes more and more detailed, and gradually forms a long, complex and cross-organizational, cross-system business chain, which makes the implementation of a business process complex, and the data between various departments fragmented and opaque, bringing many challenges to the process management of the enterprise.

[0031] At the same time, with the continuous development of business, there are repeated and repetitive processes between various business departments in the enterprise. For old systems, cross-system operations, and some business process operations, it is time-consuming and laborious. For such internal process design and management of the enterprise, it is often only possible to rely on business experience through manual operation, so even if a problem occurs in a business process during execution, or even leads to low processing efficiency, it cannot be adjusted in time and effectively.

[0032] To this end, the present application proposes to realize the automatic processing of a complex business containing multiple processes based on Robotic Process Automation (RPA), so as to realize the analysis of the entire business process without human intervention. For example, a business process can be automatically executed by a background server deployed with an analysis method according to an embodiment of the present application, and business rules obtained from business information or preset can be used to automatically perform business judgment, data processing and other process operations, and various data in the process execution process can be output to sort out, identify complex, long, multi-level digital business processes, and master their future trends and bottlenecks. Based on the analysis results of the analysis data, the enterprise can also find the development constraints and improve the operation efficiency.

[0033] For example, Figure 1 A flowchart of an embodiment of a telecommunications business process analysis method based on RPA provided by the present application is shown in FIG. Figure 1 In the telecommunications business process analysis method based on RPA of the present application, the following steps can be included:

[0034] S101, obtaining business information of a target business.

[0035] At step S101, the analysis method according to the embodiments of the present application can acquire service information of a specified target service through a server. In the embodiments of the present application, the service information can at least include process information of at least one process of executing the target service and service configuration information. For example, at step S101, the server can acquire the process information of the service and the service configuration information such as login mode and login information from a database according to the target service specified by a user. In particular, in the case of a complex service, a service can be processed by different personnel in different departments, and thus a complex service can be composed of multiple processes. For example, when a user operates a payment service in a service hall, a front desk personnel needs to use a service system to perform user information input, service information input and other front desk service processing. Then, when the user needs to pay the corresponding fee, the process is transferred to a payment process, and thus the user's payment is checked and recorded according to the financial process by the financial department. When the user completes the payment in the financial process, the process is transferred back to the front desk process, and the front desk personnel can perform service submission and other processing according to the payment data returned by the financial process. Therefore, in the analysis method according to the embodiments of the present application, the process information and the service configuration information can be parsed from the previous service processing history data at step S101, or the service information of each service can be pre-stored in a separate server or a server deploying the analysis method according to the embodiments of the present application, so that the pre-stored service information can be acquired at step S101, and thus the process information of each process required for executing the target service and the related service configuration information can be parsed or directly obtained.

[0036] For example, the use permission information corresponding to each process can be included in the service configuration information acquired at step S101. For example, a complex service such as the payment service described above can be executed by different departments using different systems. For example, the front desk department can use a service system specially designed for service registration or processing, and the financial department can use a special financial system, and thus each system can assign different accounts and login account security information to the corresponding users. Therefore, in the embodiments of the present application, the permission information can be included in the service configuration information at step S101, so that the analysis method according to the embodiments of the present application can log into the corresponding system to perform processing in different processes according to the permission information acquired.

[0037] At step S102, the process-instruction of each process is generated according to the process information of each process.

[0038] At step S102, the analysis method according to the embodiments of the present application can generate in-process instructions for executing the process according to the process information in the service information obtained at step S101, for simulating the operation of the user in the process in the real service scenario. For example, in the case of the user handling the payment service, the front-end process needs to perform the information input of the user and the payment item query and the like, and therefore, at step S102, the corresponding information input instruction and the query instruction and the like can be generated according to the process information of the front-end process obtained at step S101. In particular, when the in-process instruction is generated at step S102, the corresponding input data can be automatically generated or directly obtained from the preset data server according to the requirements for the input and output data in each process in the process information obtained at step S101, and such input data is taken as part of the generated in-process instruction. In addition, since even in the same process, multiple steps can be required to complete, and therefore, the format requirements of the output data of each step and the calling position or the storage position and the like information need to be included in each in-process instruction, so as to facilitate the direct use of the next step. In addition, at step S102, the in-process instruction can also be the operation instruction of the display interface of the system used in each process. For example, in the scenario of the payment service as described above, the process information obtained at step S101 can indicate that after logging in, the user's identity information needs to be input and the user's payment items need to be queried, and then the payment is performed according to the payment item selected by the user. Therefore, at step S102, the login instruction can be generated according to the permission information obtained at step S101. That is, the login instruction based on the use permission information corresponding to the process for logging into the corresponding system can be included in the in-process instruction. Then, the input box position requiring the input of the user's identity is determined according to the interface information indicated in the process information, and the user's identity information can be randomly or according to a predetermined strategy obtained from the user information database of the system, to generate the input instruction for inputting the user's identity information at the input box position, and then the position of the query button for clicking the query is determined according to the interface information, or the calling address of the query instruction is called, to generate the query instruction. Then, the selection instruction can be further generated based on the interface information of the query result display interface indicated in the process information. In the embodiments of the present application, the manner of generating the in-process instruction is not limited to the above manner, and after the above instructions are generated, the instructions can be sequentially executed or conditionally executed as a whole instruction according to a predetermined order, as the in-process instruction corresponding to the process.

[0039] S103, determining the process dependency relationship between the processes according to the process information of at least one process.

[0040] S104, generating the inter-process instruction between the corresponding processes according to the process dependency relationship.

[0041] In step S103, the process dependency relationship between the processes can be determined according to the process information of the target service obtained in step S101, especially the order between the processes and the handover information and the like. For example, in the above-mentioned user payment scenario, the process of information input and query payment item for the user in the front desk has a dependency relationship with the process of payment collection in the finance department, that is, the payment data of the finance department needs to be determined according to the information input of the user in the front desk and the selection of the user in the payment item, and the front desk also needs to perform corresponding account opening or other account operations for the payment item of the user, and in the actual process, the subsequent processing of the front desk also needs to be determined according to the payment result of the user in the finance department.

[0042] In particular, in the embodiment of the present application, the dependency relationship between the processes is not limited to the dependency relationship between the two processes described above, but can be the dependency relationship between three or more processes contained in the target service, or even the processing of one process depends on the processing result of two or three processes. Therefore, in step S103, the process dependency relationship between the processes contained in the target service can be determined according to the process information of the processes. Further, in step S104, the inter-process instructions between the corresponding processes can be further generated according to the process dependency relationship determined in step S103.

[0043] For example, in the user payment scenario, when it is determined in step S103 that the payment process of the finance department needs to depend on the user information input process and the selection of the payment item of the user in the front desk, the instructions for transferring the information data in the user information box extracted in the user input process and the click operation data of the selected item on the payment item display interface to the specified position in the payment process can be generated in step S104 according to such dependency relationship, and the input position of the input data in the payment process can be further included in the instructions. For example, it can be the position of the input box in the payment interface of the finance system that needs to input the user information and the payment item, and it can also be the input address of the finance system that stores the input information and the like.

[0044] S105, executing the intra-process instructions and the inter-process instructions to obtain process execution data.

[0045] In step S105, the intra-flow instructions and the inter-flow instructions generated in step S102 and step S104 can be executed in a predetermined order, which can be extracted from the flow information of the target service obtained in step S101, or directly obtained from a predetermined server or database according to the service identifier and other information of the target service. In step S105, by executing the intra-flow instructions generated in step S102 and the inter-flow instructions generated in step S104, the specified target service can be automatically executed, and the corresponding service execution result can be obtained.

[0046] Specifically, in the embodiment of the present application, in step S105, when the corresponding intra-flow instructions are executed for each flow, the response data returned by the system can be obtained, and the number of clicks when the corresponding flow is executed and the total execution time of each flow can be calculated based on the response data. In other words, in step S105, the number of clicks required on the display page of the system and the execution time of each page can be extracted, so as to obtain the completion time of each flow. For example, in the above-mentioned user payment service, in the foreground flow, after logging into the foreground system, the click operation of the confirmation button after inputting information in the service interface displayed by the foreground system can be extracted, and the click operation of the payment item in the payment item interface displayed after clicking the confirmation can be extracted. In the embodiment of the present application, the total number of click operations in each flow can be recorded, or the content of each click operation and its sequence number can be recorded respectively. In addition, the start time of each flow and the time of switching to the next flow can be recorded as the end time of the flow, and used as the handling time of the corresponding flow.

[0047] In addition, in the embodiment of the present application, during the execution of each instruction in step S105, the privacy display mode of the user in the display page of the system in the flow can be further obtained. For example, after logging into the corresponding system using the use permission information obtained in step S101, at least one display page generated by the system for the corresponding intra-flow instruction can be obtained. For example, in the foreground processing flow, after logging into the foreground system, the input page for inputting user information can be obtained, and then the user information display position related to the preset user in each display page can be determined according to the flow information, for example, the input position and the click position of the click operation and other information contained in the flow information can be used to determine the input position and the display position related to the user information. Then, the display content in the user information display position in the display page can be detected, for example, the information input according to the instruction execution can be obtained at each input position, and the content of the information can be detected to determine which information is related to the user, i.e., which information is the privacy information of the user.

[0048] In addition, after determining the user information, the user identifier can be further used to further filter the user information related to the user handling the business, and then determine whether the display content conforms to the business rule corresponding to the target business according to the detection result of the user information. For example, in the embodiment of the present application, the privacy information of the user can be pre-set to be shielded to avoid being seen by others and causing the user's information to be leaked. In this case, according to the analysis method of the embodiment of the present application, when the in-process instruction is executed, it can be detected in real time in step S105 whether there is a shielding pattern at the display position of the privacy information of the user in the current display screen of the system. Further, in the embodiment of the present application, the display size and position of the shielding pattern can also be detected and compared with the display position and area of the user information displayed on the screen to determine the shielding effect of the user's privacy information. For example, the proportion of the shielding pattern to the display area of the user information can be calculated, and then it is judged whether the proportion is greater than a preset threshold, for example, 70%, to ensure that the user's information is sufficiently protected.

[0049] In addition, in the embodiment of the present application, in step S105, abnormal information can also be detected during the execution of the in-process instruction, and when the abnormal information is detected, the page information in the system and the current display screen of the system are obtained. For example, during the execution of the in-process instruction generated in step S102, it is detected whether abnormal information, such as error information, appears in the system, and when it is detected that error information appears, the corresponding page information in the system and the current display screen are obtained and stored together with the error information as a reference for subsequent analysis of such abnormal information.

[0050] In addition, in the embodiment of the present application, in step S105, the pop-up window generated in the system during the execution of the in-process instruction can also be detected, and when the generation of the pop-up window is detected, the pop-up window information related to the pop-up window in the system is obtained. In the embodiment of the present application, the pop-up window information at least includes the sequence number of each pop-up window in the current process and the display content of the pop-up window. For example, the system design pop-up window information and the pop-up window prompt information during each business process can be obtained to facilitate subsequent viewing and analysis by the demand analysis designer, and increase the dimension of manual experience diagnosis data acquisition. For example, if there is more prompt information in the last few process links, the user will not know whether the business can be normally handled until the last link of the business. Therefore, according to the analysis method of the embodiment of the present application, by collecting the pop-up window and its related pop-up window information, the rationality of the process design can be calculated, and it is also suggested to pre-design the business rule prompt information or to fuse the business rule related information to meet the "extreme simple handling" design principle and leave the simple to the user.

[0051] S106, generate process analysis data of the target business according to the process execution data.

[0052] In step S106, final analysis data can be generated according to the process execution data collected or acquired during the execution of the in-process instructions and the out-of-process instructions in step S105, so as to pre-eliminate the safety hazards of system problems for external personnel.

[0053] The RPA-based telecommunication business process analysis method provided in the present application can, on the one hand, free the business personnel from the tedious business by automatically executing all the processes of the business, and improve the efficiency of the original process processing. On the other hand, the RPA can perform process traversal on the entire business process and system function, analyze the business process according to the acquired system and operation data, intelligently analyze the possible problem points in the system design in the business process, and give analysis results and diagnostic optimization suggestions. In particular, each in-process instruction can be a business rule determined from the user's perspective according to the pre-set business rule or historical data, and the robot can simulate the user's experience of the business operation process to provide intelligent analysis results and suggestions. To help customers optimize the entire business process and achieve efficient operation. Fully integrate advanced AI technologies such as business similarity, intelligent process recommendation, and machine learning, and analyze, optimize, and reconstruct the end-to-end process through intelligent analysis experience. For process bottlenecks and abnormal points, combined with task mining, automatically identify automation opportunities, and give intelligent analysis results.

[0054] For example, based on the process analysis data generated in step S106, not only can the already online business process be analyzed, but also the designed process can be analyzed in the demand planning stage to make the user experience elements and demands more clear, and the two can be combined to make the user experience elements clear in the demand analysis and scheme design link, and track the experience effect after the demand / system / product goes online, and continuously optimize in a targeted manner to form a closed-loop user experience improvement process.

[0055] In addition, the analysis method according to the embodiments of the present application can also be executed regularly or at a predetermined time, and a trigger mechanism can also be pre-set to automatically trigger the execution of the analysis method according to the embodiments of the present application when a specific event occurs, so as to ensure the accuracy and timeliness of the analysis result generation, and the analysis result can also be submitted to professional personnel for further review. Such automated analysis and result generation not only saves time and human resources, but also improves the accuracy and consistency of the analysis, which helps to quickly obtain key information and respond to changes in business demands in a timely manner.

[0056] According to the method for analyzing a telecommunications service processing flow based on RPA provided in the embodiments of the present application, the service information of a target service is acquired, the intra-flow instructions of each flow are generated according to the flow information of each flow, the flow dependency relationship between flows is determined according to the flow information of at least one flow to generate the inter-flow instructions between corresponding flows, the intra-flow instructions and the inter-flow instructions are executed to acquire flow execution data, and finally the flow analysis data of the target service can be generated according to the flow execution data. Therefore, the complex service containing multiple flows can be automatically executed, the execution instructions of each flow and the inter-flow instructions for connecting and data transmission between flows are generated according to the flow information in the service information, so that the entire flow of the complex service can be analyzed, the flow is traversed through the entire service flow and system function, the system and operation data are acquired, the service flow is analyzed to generate analysis data, so that the user experience in the execution process of the service can be more efficiently and comprehensively acquired, thereby helping relevant personnel to optimize and improve the flow based on such analysis data.

[0057] Embodiment two

[0058] Figure 2 An embodiment of the structure of the device for analyzing a telecommunications service processing flow based on RPA provided in the present application is provided. As shown in Figure 2 The device for analyzing a telecommunications service processing flow based on RPA provided in the embodiments of the present application can include an acquisition module 21, an instruction generation module 22, a relationship determination module 23 and an execution module 24, and an analysis data generation module 25.

[0059] The acquisition module 21 can be configured to acquire service information of a target service.

[0060] In the embodiments of the present application, the acquisition module 21 can acquire the service information of the specified target service. In the embodiments of the present application, the service information can at least contain the flow information of at least one flow for executing the target service and the service configuration information. For example, the acquisition module 21 can be a module on a server deployed with the analysis method according to the embodiments of the present application, and the flow information of the service and the service configuration information such as login method and login information of the target service can be acquired from the database according to the target service specified by the user.

[0061] In particular, in the case of a complex business service, a business can be performed by different personnel in different departments, and each of the personnel performs a part of the business, so that the whole process of the complex business is composed of multiple processes. For example, when a user performs a payment business in a business hall, a front desk personnel needs to use a business system to perform front desk business processing such as user information input and business information input. When the user needs to pay the corresponding fee, the process is transferred to a payment process, and the fee paid by the user is actually checked and accounted for according to the financial process by the financial department. When the user completes the payment in the financial process, the process is transferred back to the front desk process, and the front desk personnel can perform business submission and other processing according to the payment data returned by the financial process. Therefore, in the embodiment of the present application, the obtaining module 21 can obtain the process information and the business configuration information of each process by reading the previous business processing history data and analyzing the process information and the business configuration information, or the business information of each business can be pre-stored in a separate server or a server deployed with the analysis method according to the embodiment of the present application, so that the obtaining module 21 can obtain the pre-stored business information, and thus analyze or directly obtain the process information of each process required for executing the target business and the related business configuration information.

[0062] For example, the business configuration information obtained by the obtaining module 21 can include the use permission information corresponding to each process. For example, a complex business such as the payment business described above can be performed by different departments to perform different processes, and different departments can use different systems from each other. For example, the front desk department can use a business system specially designed for business registration or processing, and the financial department can use a special financial system, and therefore each system can assign different accounts and login account security information to the corresponding user. Therefore, in the embodiment of the present application, the permission information can also be included in the business configuration information, so that the obtaining module 21 according to the embodiment of the present application can log into the corresponding system to perform processing in different processes according to the permission information thus obtained.

[0063] The instruction generating module 22 can be configured to generate process-instruction of each process in at least one process according to the process information of the process.

[0064] In the embodiments of the present application, the instruction generation module 22 can generate the in-process instruction for executing the process according to the process information in the service information acquired by the acquisition module 21, for simulating the operation of the user in the process in the real service scenario. For example, in the case of the user handling the payment service, the front process needs to perform the information input of the user and the payment item query and the like, therefore, the instruction generation module 22 can generate the corresponding information input instruction and the query instruction and the like according to the process information of the front process acquired by the acquisition module 21. In particular, when the instruction generation module 22 generates the in-process instruction, the input data can be automatically generated or directly acquired from the preset data server according to the requirement of the input and output data in the process information acquired by the acquisition module 21, and such input data is taken as a part of the generated in-process instruction.

[0065] In addition, since even in the same process, multiple steps can be required to be completed, the format requirement of the output data of each step and the calling position or the storage position and the like information are also required to be included in each in-process instruction, so as to facilitate the direct use of the next step. The in-process instruction can also be the operation instruction of the display interface of the system used in each process. For example, in the scenario of the payment service as described above, the process information acquired by the acquisition module 21 can indicate that the identity information of the user needs to be input in the interface after login and the payment item to be paid by the user is queried, and then the payment is performed according to the payment item selected by the user.

[0066] Therefore, the instruction generation module 22 can generate the login instruction according to the permission information acquired by the acquisition module 21. That is, the login instruction of logging into the corresponding system based on the use permission information corresponding to the process can be included in the in-process instruction. Then the input box position requiring the input of the user identity is determined according to the interface information indicated in the process information, and the identity information of the user can be acquired randomly or according to the predetermined strategy from the user information database of the system, to generate the input instruction of inputting the identity information of the user in the input box position, and then the position of the query button of clicking the query is determined according to the interface information, or the calling address of the query instruction is called, to generate the query instruction. Then the selection instruction can be further generated based on the interface information of the query result display interface indicated in the process information. In the embodiments of the present application, the manner of generating the in-process instruction is not limited to the above manner, and after the above instructions are generated, the instructions can be sequentially executed or conditionally executed as the whole instruction of the in-process instruction corresponding to the process according to the predetermined order.

[0067] The relationship determination module 23 can be used for determining the process dependency relationship between the processes according to the process information of at least one process.

[0068] The relationship determining module 23 can determine the process dependency relationship between the processes according to the process information of the target service obtained by the obtaining module 21, especially the order and handover information between the processes. For example, in the above-mentioned scenario of user payment, the process of information input and query payment item for the user by the front desk has a dependency relationship with the process of payment collection by the finance department, i.e., the payment data of the finance department needs to be determined depending on the information input of the user by the front desk and the selection of the user in multiple payment items, and the front desk also needs to perform corresponding account opening or other account operations for the payment item of the user, and in the actual process, the subsequent processing of the front desk also needs to be determined depending on the payment result of the user by the finance department.

[0069] In particular, in the embodiments of the present application, the dependency relationship between the processes is not limited to the dependency relationship between the above-mentioned two processes, but can be the dependency relationship between three or more processes contained in the target service, or even the processing of one process depends on the processing result of two or three processes. Therefore, the relationship determining module 23 can determine the process dependency relationship between the processes according to the process information of the processes contained in the target service. Further, the instruction generating module 22 can further generate the inter-process instruction between the corresponding processes according to the process dependency relationship determined by the relationship determining module 23.

[0070] For example, in the scenario of user payment, when the relationship determining module 23 determines that the payment process of the finance department needs to depend on the user information input process and the selection of the payment item by the user of the front desk, the instruction generating module 22 can generate the instruction for transferring the information data in the user information box extracted in the user input process and the click operation data of the selected item on the payment item display interface to the specified position in the payment process according to such dependency relationship, and further include the input position of these data in the payment process in the instruction. For example, it can be the position of the input box of the user information and the payment item in the payment interface of the finance system, and also can be the input address of the finance system for storing the input information, etc.

[0071] The execution module 24 can be used to execute the intra-process instruction and the inter-process instruction to obtain process execution data.

[0072] The execution module 24 can execute the intra-flow instructions and the inter-flow instructions generated by the instruction generation module 22 in a predetermined order, which can be extracted from the flow information of the target service obtained by the acquisition module 21, or directly obtained from a predetermined server or database according to the service identifier and other information of the target service. The execution module 24 can automatically execute the specified target service by executing the intra-flow instructions and the inter-flow instructions generated by the instruction generation module 22, thereby obtaining the corresponding service execution result.

[0073] Specifically, in the embodiment of the present application, the execution module 24 can obtain the response data returned by the system when executing the corresponding intra-flow instructions for each flow, and calculate the number of clicks when executing the corresponding flow and the total execution time of each flow based on the response data. In other words, the execution module 24 can extract the number of clicks on the display page of the system that need to be clicked and the execution time of each page, thereby obtaining the completion time of each flow.

[0074] For example, in the above-mentioned user payment service, in the foreground flow, after logging into the foreground system, the click operation of the confirmation button after inputting information in the service interface displayed by the foreground system can be extracted, and the click operation of the payment item in the payment item interface displayed after clicking the confirmation. In the embodiment of the present application, the total number of click operations in each flow can be recorded, or the content of each click operation and its sequence number can be recorded respectively. In addition, the start time of each flow and the time of switching to the next flow can be recorded as the end time of the flow, and used as the handling time of the corresponding flow.

[0075] In addition, in the embodiment of the present application, the privacy display mode of the user in the display page of the system in the flow during the execution of each instruction by the execution module 24 can be further obtained. For example, after logging into the corresponding system using the use permission information obtained by the acquisition module 21, at least one display page generated by the system for the corresponding intra-flow instruction can be obtained. For example, in the foreground processing flow, after logging into the foreground system, the input page for inputting user information can be obtained, and then the user information display position related to the preset user in each display page can be determined according to the flow information, for example, the input position and the click position of the click operation and other information contained in the flow information can be used to determine the input position and the display position related to the user information. Then, the display content in the user information display position in the display page can be detected, for example, the information input according to the instruction execution at each input position can be obtained, and the content of the information can be detected to determine which information is related to the user, i.e., which information is the privacy information of the user.

[0076] In addition, after determining the user information, the user identifier can be further used to further filter the user information related to the user handling the service, and then determine whether the display content conforms to the service rule corresponding to the target service according to the detection result of the user information. For example, in the embodiment of the present application, the privacy information of the user can be pre-set to be shielded to avoid being seen by others and causing the user's information to be leaked. In this case, according to the embodiment of the present application, the execution module 24 detects in real time whether there is a shielding pattern at the display position of the privacy information of the user in the current display screen of the system when executing the in-process instruction. Further, in the embodiment of the present application, the display size and position of the shielding pattern can also be detected and compared with the display position and area of the user information displayed on the screen to determine the shielding effect of the user's privacy information. For example, the proportion of the shielding pattern to the display area of the user information can be calculated, and then it is judged whether the proportion is greater than a preset threshold, for example, 70%, to ensure that the user's information is sufficiently protected.

[0077] In addition, in the embodiment of the present application, the execution module 24 can also detect abnormal information during the execution of the in-process instruction, and when detecting the abnormal information, the page information in the system and the current display screen of the system are obtained. For example, during the execution of the in-process instruction generated by the instruction generation module 22 by the execution module 24, it is detected whether there is abnormal information, for example, error information, and when detecting that there is error information, the corresponding page information in the system and the current display screen are obtained and stored together with the error information as a reference for subsequent analysis of such abnormal information.

[0078] In addition, in the embodiment of the present application, the execution module 24 can also detect the pop-up window generated in the system during the execution of the in-process instruction, and when detecting the generation of the pop-up window, the pop-up window information related to the pop-up window in the system is obtained. In the embodiment of the present application, the pop-up window information at least includes the sequence number of each pop-up window in the current process and the display content of the pop-up window. For example, the system design pop-up window information and the pop-up window prompt information during each business process can be obtained to facilitate subsequent demand analysis and design personnel to view and analyze, and increase the dimension of manual experience diagnosis data acquisition. For example, if there is more prompt information in the last few process links, the user will not know whether the business can be normally handled until the last link. Therefore, according to the analysis method of the embodiment of the present application, the rationality of the process design can be calculated by collecting the pop-up window and its related pop-up window information, and it is also suggested to pre-design the business rule prompt information or to fuse the business rule related information to meet the "extreme simple handling" design principle and leave the simple to the user.

[0079] The analysis data generation module 25 can be used to generate process analysis data of the target business according to the process execution data.

[0080] The analysis data generation module 25 can generate final analysis data according to the process execution data collected or acquired during the execution of the in-process instructions and the out-of-process instructions by the execution module 24, so as to pre-eliminate the safety hazards of system problems by external personnel.

[0081] The RPA-based telecommunication business process analysis device provided in the present application can, on the one hand, free the business personnel from the complicated business by automatically executing all the processes of the business, and improve the efficiency of the original process handling. On the other hand, the RPA can perform process traversal on the entire business process and system function, analyze the business process according to the acquired system and operation data, intelligently analyze the possible problem points in the system design in the business process, and give diagnostic optimization suggestions. In particular, the in-process instructions of each process can be determined according to the pre-set business rules or the business rules determined according to the historical data from the perspective of the user, the user experience business operation process is simulated by the robot, and the intelligent analysis result of the system is proposed. To help customers optimize the entire business process and realize efficient operation. Fully integrate advanced AI technologies such as business similarity, intelligent process recommendation, and machine learning, analyze, optimize, and reconstruct the end-to-end process through intelligent analysis experience, automatically identify automation opportunities for process bottlenecks and abnormal points, and give intelligent analysis and optimization suggestions.

[0082] According to the RPA-based telecommunication business process analysis device provided in the embodiments of the present application, the business information of the target business is acquired, the in-process instructions of each process are generated according to the process information of each process, and the process dependency relationship between the processes is determined according to the process information of at least one process to generate the inter-process instructions between the corresponding processes, so as to execute the in-process instructions and the inter-process instructions to acquire the process execution data. Finally, the process analysis data of the target business can be generated according to the process execution data. Therefore, the complex business containing multiple processes can be automatically executed, the execution instructions of each process and the inter-process instructions for connection and data transmission between the processes are generated according to the process information in the business information, so that the entire process of the complex business can be analyzed, the process traversal is performed on the entire business process and system function, the analysis is performed according to the business process according to the acquired system and operation data, so as to generate analysis data, so that the user experience in the execution process of the business can be more efficiently and comprehensively acquired, thereby helping the relevant personnel to optimize and improve the process based on such analysis data.

[0083] Embodiment three

[0084] The internal functions and structures of the analysis device are described above, which can be implemented as an electronic device. Figure 3 A structural schematic diagram of an electronic device embodiment provided in the present application is shown in FIG. 1. Figure 3 As shown, the electronic device includes a memory 31 and a processor 32.

[0085] The memory 31 is configured to store programs. In addition to the above programs, the memory 31 can also be configured to store various other data to support operations on the electronic device. Examples of these data include instructions for any application or method operating on the electronic device, contact data, phonebook data, messages, pictures, videos, etc.

[0086] The memory 31 can be implemented by any type of volatile or non-volatile storage device or a combination thereof, such as static random access memory (SRAM), electrically erasable programmable read-only memory (EEPROM), erasable programmable read-only memory (EPROM), programmable read-only memory (PROM), read-only memory (ROM), magnetic memory, flash memory, magnetic disk or optical disk.

[0087] The processor 32 is not limited to a central processing unit (CPU), but can also be a graphics processing unit (GPU), a field-programmable gate array (FPGA), an embedded neural processing unit (NPU), or an artificial intelligence (AI) chip, etc. The processor 32 is coupled to the memory 31 and executes the programs stored in the memory 31. When the programs are running, the RPA-based telecommunications service processing flow analysis method of embodiment one is executed.

[0088] Further, as shown in FIG. 1, Figure 3 The electronic device can further include a communication component 33, a power supply component 34, an audio component 35, a display 36, and other components. Figure 3 Only some components are shown in FIG. 1 schematically, and it does not mean that the electronic device only includes the components shown in FIG. 1. Figure 3 As shown in FIG. 1.

[0089] The communication component 33 is configured to facilitate wired or wireless communication between the electronic device and other devices. The electronic device can access a wireless network based on a communication standard, such as WiFi, 3G, 4G or 5G, or a combination thereof. In an example embodiment, the communication component 33 receives broadcast signals or broadcast-related information from an external broadcast management system via a broadcast channel. In an example embodiment, the communication component 33 also includes a near field communication (NFC) module to facilitate short-range communication. For example, the NFC module can be implemented based on radio frequency identification (RFID) technology, infrared data association (IrDA) technology, ultra wideband (UWB) technology, Bluetooth (BT) technology and other technologies.

[0090] The power component 34 provides power to various components of the electronic device. The power component 34 can include a power management system, one or more power sources, and other components associated with generating, managing, and distributing power for the electronic device.

[0091] The audio component 35 is configured to output and / or input audio signals. For example, the audio component 35 includes a microphone (MIC) that is configured to receive external audio signals when the electronic device is in a mode, such as a call mode, a recording mode, and a voice recognition mode. The received audio signals can be further stored in the memory 31 or transmitted via the communication component 33. In some embodiments, the audio component 35 also includes a speaker for outputting audio signals.

[0092] The display 36 includes a screen, which can include a liquid crystal display (LCD) and a touch panel (TP). If the screen includes a touch panel, the screen can be implemented as a touch screen to receive an input signal from a user. The touch panel includes one or more touch sensors to sense a touch, a slide, and a gesture on the touch panel. The touch sensor can detect not only a boundary of a touching or a sliding action, but also a duration and intensity of the touching or the sliding action.

[0093] It is understood by those skilled in the art that all or part of the steps of the above-mentioned method embodiments can be completed by program instruction-related hardware. The foregoing program can be stored in a computer-readable storage medium. When the program is executed, the steps of the above-mentioned method embodiments are executed; and the foregoing storage medium includes ROM, RAM, magnetic disc, or optical disc, and various storage media that can store program codes.

[0094] Finally, it should be noted that the above embodiments are only used to illustrate the technical solutions of the present application, and not to limit them; although the present application has been described in detail with reference to the foregoing embodiments, those skilled in the art should understand that they can still modify the technical solutions recorded in the foregoing embodiments, or make equivalent replacements to some or all of the technical features; and these modifications or replacements do not make the essence of the corresponding technical solutions deviate from the scope of the technical solutions of the embodiments of the present application.

Claims

1. A method for analyzing telecommunications service processing flows based on RPA, used to analyze target services containing multiple processes, characterized in that, include: Obtain the business information of the target business, wherein the business information includes at least process information of at least one process for executing the target business and business configuration information; Generate in-process instructions for each process based on the process information of each process in the at least one process; Determine the process dependencies between processes based on the process information of at least one process; Generate inter-process instructions between corresponding processes based on the process dependencies; Execute the intra-process instructions and inter-process instructions to obtain process execution data; Based on the process execution data, process analysis data for the target business is generated. The service configuration information includes the usage license information corresponding to each process, and The instructions within the process include login instructions for logging into the corresponding system based on the usage license information. The step of executing the intra-process instructions and the inter-process instructions to obtain process execution data includes: When executing the instructions within each process, obtain the response data returned by the system; Based on the response data, calculate the number of clicks during the execution of the process and the total execution time of each process. The step of executing the intra-process instructions and the inter-process instructions to obtain process execution data includes: Obtain at least one display screen generated by the system in response to the instructions within the process; The display position of user information related to the preset user in each display screen is determined based on the process information; Detect the content displayed on the screen at the user information display location; Based on the test results, determine whether the displayed content conforms to the business rules corresponding to the target business. The step of executing the intra-process instructions and the inter-process instructions to obtain process execution data includes: Detect pop-ups generated in the system during the execution of instructions within the process; When the generation of the pop-up window is detected, pop-up window information related to the pop-up window is obtained within the system. The pop-up window information includes at least: the sequential number of each pop-up window in the current process and the display content of the pop-up window.

2. The RPA-based telecommunications service processing flow analysis method according to claim 1, characterized in that, The step of executing the intra-process instructions and the inter-process instructions to obtain process execution data includes: Detect abnormal information during the execution of instructions within the process; When an anomaly is detected, obtain the page information and the current display screen of the system.

3. An RPA-based telecommunications service processing flow analysis apparatus, used to analyze a target service comprising multiple processes using the RPA-based telecommunications service processing flow analysis method according to claim 1, characterized in that, include: The acquisition module is used to acquire the business information of the target business, wherein the business information includes at least process information of at least one process for executing the target business and business configuration information; The instruction generation module is used to generate in-process instructions for each process based on the process information of each process in the at least one process. The relationship determination module is used to determine the process dependency relationship between each process based on the process information of the at least one process, and the instruction generation module is further used to generate inter-process instructions between corresponding processes based on the process dependency relationship. The execution module is used to execute the instructions within the process and the instructions between processes to obtain process execution data; The data generation module is used to generate process analysis data for the target business based on the process execution data.

4. The RPA-based telecommunications service processing flow analysis device according to claim 3, characterized in that, The service configuration information includes the usage license information corresponding to each process, and The instructions within the process include login instructions for logging into the corresponding system based on the usage license information.

5. An electronic device, characterized in that, include: Memory, used to store programs; A processor is configured to run the program stored in the memory to execute the RPA-based telecommunications service processing flow analysis method as described in claim 1 or 2.

6. A computer-readable storage medium having a computer program stored thereon that can be executed by a processor, characterized in that, When the program is executed by the processor, it implements the RPA-based telecommunications service processing flow analysis method as described in claim 1 or 2.

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