Instant messaging-based installation and maintenance one-point support system and method

Abstract

The invention discloses an installation and maintenance one-point support system and method based on instant messaging, and relates to the technical field of installation and maintenance services, and the system comprises an instant messaging tool which is used for achieving the real-time communication between users; the server side is used for processing messages and requests from the instant messaging tool, carrying out user account management and authentication and data storage and management, interacting with an installation and maintenance knowledge base to provide information and services, and scheduling and coordinating the services of an AI robot assistant; the installation and maintenance knowledge base is used for providing decision support for an AI robot assistant; the AI robot assistant is integrated with an installation and maintenance knowledge base and is used for automatically generating replies by utilizing a natural language processing technology and a recurrent neural network language model, accessing the installation and maintenance knowledge base according to user inquiry and providing solutions and maintenance suggestions for users; and the client application program is used for providing a user interface and displaying answers and suggestions provided by the AI robot assistant. The installation and maintenance support process can be simplified, and the work processing efficiency is improved.

Description

Technical Field

[0001] The present invention relates to the technical field of installation and maintenance services, and in particular to an installation and maintenance one-point support system and method based on instant messaging. Background Art

[0002] In the era of full-service operation, when the competition for customer service has become the focus of market competition, operation and maintenance services have gradually become a powerful means to ensure the implicit competitive advantage of operators and an indispensable part of building the comprehensive competitive advantage of enterprises. The quality of installation and maintenance services is reflected in the service process of installation and maintenance service personnel to customers, which depends on the level of installation and maintenance service support. The quality of installation and maintenance service support not only reflects the ability level of service staff, but also represents the overall service capabilities of broadband operators. Frontline installation and maintenance personnel often encounter such problems during the installation and maintenance process: cross-professional issues cannot be supported in a timely manner, and there is a lack of closed-loop control. Summary of the invention

[0003] In view of the needs and shortcomings of current technological development, the present invention provides an installation and maintenance one-stop support system and method based on instant messaging to simplify the installation and maintenance support process, improve work processing efficiency, meet the needs of installation and maintenance personnel, and improve customer satisfaction.

[0004] In the first aspect, the present invention provides a one-point support system for installation and maintenance based on instant messaging, and the technical solution adopted to solve the above technical problems is as follows:

[0005] An installation and maintenance one-point support system based on instant messaging, comprising the following components:

[0006] Instant messaging tools are used by installation and maintenance personnel, users and managers to achieve real-time communication between users and support text, voice, video communication and file transfer;

[0007] The server side is used to process messages and requests from instant messaging tools, perform user account management and authentication, data storage and management, interact with the installation and maintenance knowledge base to provide information and services, and schedule and coordinate the services of the AI ​​robot assistant;

[0008] The installation and maintenance knowledge base stores installation and maintenance related knowledge and information, which is used to provide decision support for the AI ​​robot assistant;

[0009] The AI ​​robot assistant is integrated with the installation and maintenance knowledge base, which is used to understand user inquiries using natural language processing technology, process user inquiries using a recurrent neural network language model, and use the memory ability of the recurrent neural network language model to maintain the context of the conversation and generate more accurate and coherent responses. In this process, the installation and maintenance knowledge base is also accessed according to the user's inquiry to automatically provide users with solutions and preventive maintenance suggestions;

[0010] The client application is used to provide a user interface, implement instant communication with the server, and display the answers and suggestions provided by the AI ​​robot assistant.

[0011] Optionally, the instant messaging tool involved selects the MQTT protocol as the basic protocol, which specifically includes the following functions:

[0012] Send and receive messages;

[0013] Create a group chat or a private chat;

[0014] Multimedia sharing;

[0015] Online status display;

[0016] Historical message archive;

[0017] Message encryption and security authentication.

[0018] Optionally, the server side involved adopts a microserver architecture to divide the functions into multiple independent services, which communicate with each other through MQTT and support instant messaging tools, AI robot assistants and client applications.

[0019] Optionally, by collecting the experience and knowledge accumulated by installation and maintenance personnel in handling various equipment installation, network debugging, troubleshooting and repair work, embedding it into the problem-solving process, and building an installation and maintenance knowledge base.

[0020] Optionally, the client application involved is a web-based application developed using JavaScript, or the client application is a native mobile application developed using Java language.

[0021] In the second aspect, the present invention provides a one-point support method for installation and maintenance based on instant messaging, and the technical solution adopted to solve the above technical problems is as follows:

[0022] A one-point support method for installation and maintenance based on instant messaging, comprising the following implementation steps:

[0023] S1. Deploy instant messaging tools for installation and maintenance personnel, users and managers. The tools support text, voice, video communication and file transfer to achieve real-time communication between users.

[0024] S2. Establish a server side to process messages and requests from instant messaging tools; perform user account management and authentication on the server side, configure the server for data storage and management, realize the interaction between the server and the installation and maintenance knowledge base, and schedule and coordinate the services of the AI ​​robot assistant;

[0025] S3. Build an installation and maintenance knowledge base that stores installation and maintenance related knowledge and information to provide decision support for the AI ​​robot assistant;

[0026] S4. Develop an AI robot assistant with an integrated maintenance knowledge base. The AI ​​robot assistant uses natural language processing technology to understand user inquiries, adopts a recurrent neural network language model to process user inquiries, and uses its memory ability to maintain the context of the conversation. During the conversation, it also accesses the maintenance knowledge base based on user inquiries to automatically provide users with solutions and preventive maintenance suggestions.

[0027] S5. Develop client applications and provide user interfaces. The developed client applications communicate with the server side in real time and display the answers and suggestions provided by the AI ​​robot assistant through the user interface.

[0028] S6. Test the five components of instant messaging tools, server, installation and maintenance knowledge base, AI robot assistant and client application to ensure that the five components work together, and deploy the five components that pass the test as a whole into the actual working environment.

[0029] Optionally, the instant messaging tool deployed in step S1 selects the MQTT protocol as the basic protocol, which specifically includes the following functions:

[0030] Send and receive messages;

[0031] Create a group chat or a private chat;

[0032] Multimedia sharing;

[0033] Online status display;

[0034] Historical message archive;

[0035] Message encryption and security authentication.

[0036] Optionally, the server side established in step S2 adopts a microserver architecture, which is used to divide functions into multiple independent services. Multiple services communicate with each other through MQTT and support instant messaging tools, AI robot assistants and client applications.

[0037] Optionally, execute step S3 to build an installation and maintenance knowledge base by collecting the experience and knowledge accumulated by installation and maintenance personnel in handling various equipment installation, network debugging, troubleshooting and repair work, and embedding it into the problem-solving process.

[0038] Optionally, step S5 is performed, and the client application is a Web-based application developed using JavaScript, or the client application is a native mobile application developed using Java language.

[0039] The instant messaging-based installation and maintenance one-point support system and method of the present invention has the following beneficial effects compared with the prior art:

[0040] The present invention provides AI intelligent customer service with real-time answers to questions through instant messaging and natural language processing technology, and uses the installation and maintenance knowledge base to simplify the installation and maintenance support process, improve work processing efficiency, meet the needs of installation and maintenance personnel, and improve customer satisfaction. BRIEF DESCRIPTION OF THE DRAWINGS

[0041] Attached Figure 1 is a module connection block diagram of the first embodiment of the present invention;

[0042] Attached Figure 2 It is a method flow chart of embodiment 2 of the present invention. DETAILED DESCRIPTION

[0043] In order to make the technical solution, the technical problem solved and the technical effect of the present invention more clearly understood, the technical solution of the present invention is clearly and completely described below in conjunction with specific embodiments.

[0044] Embodiment 1:

[0045] Combined with Figure 1 This embodiment proposes a one-point support system for installation and maintenance based on instant messaging, which includes the following components:

[0046] Instant messaging tools are used by installation and maintenance personnel, users and managers to achieve real-time communication between users and support text, voice, video communication and file transfer;

[0047] The server side is used to process messages and requests from instant messaging tools, perform user account management and authentication, data storage and management, interact with the installation and maintenance knowledge base to provide information and services, and schedule and coordinate the services of the AI ​​robot assistant;

[0048] The installation and maintenance knowledge base stores installation and maintenance related knowledge and information, which is used to provide decision support for the AI ​​robot assistant;

[0049] The AI ​​robot assistant is integrated with the installation and maintenance knowledge base, which is used to understand user inquiries using natural language processing technology, process user inquiries using a recurrent neural network language model, and use the memory ability of the recurrent neural network language model to maintain the context of the conversation and generate more accurate and coherent responses. In this process, the installation and maintenance knowledge base is also accessed according to the user's inquiry to automatically provide users with solutions and preventive maintenance suggestions;

[0050] The client application is used to provide a user interface, implement instant communication with the server, and display the answers and suggestions provided by the AI ​​robot assistant.

[0051] In this embodiment, the instant messaging tool involved selects the MQTT protocol as the basic protocol, which specifically includes the following functions:

[0052] Send and receive messages;

[0053] Create a group chat or a private chat;

[0054] Multimedia sharing;

[0055] Online status display;

[0056] Historical message archive;

[0057] Message encryption and security authentication.

[0058] Existing instant messaging tools RabbitMQ, Mosquitto, HiveMQ, EMQ X and VerneMQ all support the above functions.

[0059] In this embodiment, the server side involved adopts a micro-server architecture to divide functions into multiple independent services, which communicate with each other through MQTT and support instant messaging tools, AI robot assistants and client applications. This approach can improve the scalability, flexibility and maintainability of the system.

[0060] In this embodiment, the experience and knowledge accumulated by the installation and maintenance personnel in handling various equipment installation, network debugging, troubleshooting and repair work are collected and embedded in the problem-solving process to build an installation and maintenance knowledge base.

[0061] In this embodiment, the client application involved is a Web-based application developed using JavaScript, or the client application is a native mobile application developed using Java language.

[0062] Embodiment 2:

[0063] Combined with Figure 2 This embodiment proposes a one-point support method for installation and maintenance based on instant messaging, which includes the following implementation steps:

[0064] S1. Deploy instant messaging tools for installation and maintenance personnel, users and managers. The tools support text, voice, video communication and file transfer to achieve real-time communication between users.

[0065] The instant messaging tool deployed in step S1 selects the MQTT protocol as the basic protocol, which specifically includes the following functions:

[0066] Send and receive messages;

[0067] Create a group chat or a private chat;

[0068] Multimedia sharing;

[0069] Online status display;

[0070] Historical message archive;

[0071] Message encryption and security authentication.

[0072] Existing instant messaging tools RabbitMQ, Mosquitto, HiveMQ, EMQ X and VerneMQ all support the above functions.

[0073] S2. Establish a server side to process messages and requests from instant messaging tools; perform user account management and authentication on the server side, configure the server for data storage and management, realize the interaction between the server and the installation and maintenance knowledge base, and schedule and coordinate the services of the AI ​​robot assistant.

[0074] The server side established in step S2 adopts a micro-server architecture, which is used to divide functions into multiple independent services. Multiple services communicate with each other through MQTT and support instant messaging tools, AI robot assistants and client applications. This approach can improve the scalability, flexibility and maintainability of the system.

[0075] S3. By collecting the experience and knowledge accumulated by installation and maintenance personnel in handling various equipment installation, network debugging, troubleshooting and repair work, and embedding it into the problem-solving process, an installation and maintenance knowledge base is built to provide decision support for the AI ​​robot assistant.

[0076] S4. Develop an AI robot assistant that integrates an installation and maintenance knowledge base. The AI ​​robot assistant uses natural language processing technology to understand user inquiries, adopts a recurrent neural network language model to process user inquiries, and uses its memory ability to maintain the context of the conversation. During the conversation, it also accesses the installation and maintenance knowledge base based on user inquiries to automatically provide users with solutions and preventive maintenance suggestions.

[0077] S5. Develop a client application and provide a user interface. The developed client application communicates with the server in real time and displays the answers and suggestions provided by the AI ​​robot assistant through the user interface.

[0078] The client application involved in this step is a web-based application developed using JavaScript, or the client application is a native mobile application developed using the Java language.

[0079] S6. Test the five components of instant messaging tools, server, installation and maintenance knowledge base, AI robot assistant and client application to ensure that the five components work together, and deploy the five components that pass the test as a whole into the actual working environment.

[0080] In summary, the instant messaging-based one-stop installation and maintenance support system and method of the present invention can provide AI intelligent customer service with real-time answers to questions, simplify the installation and maintenance support process, improve work processing efficiency, meet the needs of installation and maintenance personnel, and improve customer satisfaction.

[0081] The above specific examples are used to explain the principles and implementation methods of the present invention in detail. These examples are only used to help understand the core technical content of the present invention. Based on the above specific embodiments of the present invention, any improvements and modifications made by technicians in this technical field without departing from the principles of the present invention should fall within the scope of patent protection of the present invention.

Claims

1. A one-point support system for installation and maintenance based on instant messaging, characterized in that: It includes the following components: Instant messaging tools are used by installation and maintenance personnel, users and managers to achieve real-time communication between users and support text, voice, video communication and file transfer; The server side is used to process messages and requests from instant messaging tools, perform user account management and authentication, data storage and management, interact with the installation and maintenance knowledge base to provide information and services, and schedule and coordinate the services of the AI ​​robot assistant; The installation and maintenance knowledge base stores installation and maintenance related knowledge and information, which is used to provide decision support for the AI ​​robot assistant; The AI ​​robot assistant is integrated with the installation and maintenance knowledge base, which is used to understand user inquiries using natural language processing technology, process user inquiries using a recurrent neural network language model, and use the memory ability of the recurrent neural network language model to maintain the context of the conversation and generate more accurate and coherent responses. In this process, the installation and maintenance knowledge base is also accessed according to the user's inquiry to automatically provide users with solutions and preventive maintenance suggestions; The client application is used to provide a user interface, implement instant communication with the server, and display the answers and suggestions provided by the AI ​​robot assistant.

2. According to the instant messaging-based installation and maintenance one-point support system of claim 1, it is characterized in that: The instant messaging tool uses the MQTT protocol as the basic protocol, which specifically includes the following functions: Send and receive messages; Create a group chat or a private chat; Multimedia sharing; Online status display; Historical message archive; Message encryption and security authentication.

3. According to the instant messaging-based installation and maintenance one-point support system of claim 1, it is characterized in that: The server side adopts a micro-server architecture to divide functions into multiple independent services. Multiple services communicate with each other through MQTT and support instant messaging tools, AI robot assistants and client applications.

4. According to claim 1, a one-point support system for installation and maintenance based on instant messaging is characterized in that: By collecting the experience and knowledge accumulated by installation and maintenance personnel in handling various equipment installation, network debugging, troubleshooting and repair work, embedding it into the problem-solving process, and building an installation and maintenance knowledge base.

5. According to the instant messaging-based installation and maintenance one-point support system of claim 1, it is characterized in that: The client application is a web-based application developed using JavaScript, or the client application is a native mobile application developed using Java language.

6. A one-point support method for installation and maintenance based on instant messaging, characterized in that: It includes the following implementation steps: S1. Deploy instant messaging tools for installation and maintenance personnel, users and managers. The tools support text, voice, video communication and file transfer to achieve real-time communication between users. S2. Establish a server to process messages and requests from instant messaging tools; Perform user account management and authentication on the server side, configure the server for data storage and management, implement interaction between the server and the installation and maintenance knowledge base, and schedule and coordinate the services of the AI ​​robot assistant; S3. Build an installation and maintenance knowledge base that stores installation and maintenance related knowledge and information to provide decision support for the AI ​​robot assistant; S4. Develop an AI robot assistant with an integrated maintenance knowledge base. The AI ​​robot assistant uses natural language processing technology to understand user inquiries, adopts a recurrent neural network language model to process user inquiries, and uses its memory ability to maintain the context of the conversation. During the conversation, it also accesses the maintenance knowledge base based on user inquiries to automatically provide users with solutions and preventive maintenance suggestions. S5. Develop client applications and provide user interfaces. The developed client applications communicate with the server side in real time and display the answers and suggestions provided by the AI ​​robot assistant through the user interface. S6. Test the five components of instant messaging tools, server, installation and maintenance knowledge base, AI robot assistant and client application to ensure that the five components work together, and deploy the five components that pass the test as a whole into the actual working environment.

7. The one-point support method for installation and maintenance based on instant messaging according to claim 6 is characterized in that: The instant messaging tool deployed in step S1 selects the MQTT protocol as the basic protocol, which specifically includes the following functions: Send and receive messages; Create a group chat or a private chat; Multimedia sharing; Online status display; Historical message archive; Message encryption and security authentication.

8. The one-point support method for installation and maintenance based on instant messaging according to claim 6 is characterized in that: The server side established in step S2 adopts a micro-server architecture, which is used to divide functions into multiple independent services. Multiple services communicate with each other through MQTT and support instant messaging tools, AI robot assistants and client applications.

9. The one-point support method for installation and maintenance based on instant messaging according to claim 6, characterized in that: Execute step S3 to build an installation and maintenance knowledge base by collecting the experience and knowledge accumulated by installation and maintenance personnel in handling various equipment installation, network debugging, troubleshooting and repair work, and embedding it into the problem-solving process.

10. The one-point support method for installation and maintenance based on instant messaging according to claim 6, characterized in that: Execute step S5, the client application is a Web-based application developed using JavaScript, or the client application is a native mobile application developed using Java language.

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