Intelligent management and control system

Abstract

The invention relates to the technical field of intelligent control, and discloses an intelligent management and control system, which comprises a plug-in script writing module, which allows developers to use standard JavaScr ipt grammar to write plug-in scripts, and realizes logic and algorithm of automatic information extraction and form filling; the plug-in packaging module is used for packaging the compiled plug-in script into an installable plug-in installation package, so that a user can conveniently install and use the plug-in script; and the plug-in installation management module is used for providing a user interface, so that a user can install a plug-in through a browser extension program management interface. Through a browser plug-in technology, automatic extraction of customer information and automatic filling of a form are realized, the time and energy of manual operation of seat personnel are greatly reduced, so that the working efficiency of information input is remarkably improved, an automatic and intelligent information input mode is adopted, the possibility of manual operation errors is reduced, and the user experience is improved. And the information input accuracy is improved.

Description

Technical Field

[0001] The present invention relates to the field of intelligent control technology, and in particular to an intelligent management and control system. Background Art

[0002] When answering calls from customers, the agents at the customer contact center need to record the caller information in the service ticket of the acceptance system. Usually, the center has strict requirements on the accuracy and timeliness of the input information. The agents need to complete the access to eight categories of information, including cities, customer information, and related insurance policies, with a total of 26 items within 30 seconds. The relevant information needs to be opened in multiple system windows at the same time, and a large amount of information needs to be integrated into the same form by copying and pasting. This operation method is relatively cumbersome, the work efficiency is relatively low, and it is not convenient for people to use. Therefore, those skilled in the art have proposed an intelligent management and control system to solve the above problems. Summary of the invention

[0003] In view of the deficiencies of the prior art, the present invention provides an intelligent management and control system, which solves the problems raised in the above background technology.

[0004] To achieve the above objectives, the present invention is implemented through the following technical solutions: an intelligent management and control system, comprising:

[0005] The plugin scripting module allows developers to write plugin scripts using standard JavaScript syntax to implement logic and algorithms for automated information extraction and form filling.

[0006] The plug-in packaging module is used to package the written plug-in scripts into an installable plug-in installation package to facilitate user installation and use;

[0007] The plug-in installation management module is used to provide a user interface so that users can install plug-ins through the browser extension management interface;

[0008] The plug-in activation module allows users to activate the plug-in function by clicking the plug-in icon on the browser toolbar;

[0009] The service scenario selection module is used to provide an operation interface for agents to select appropriate service scenarios based on the actual situation of the current call;

[0010] The system page calling module is used to automatically open the relevant system pages (such as customer management system, insurance policy query system, etc.) according to the selected service scenario to prepare for information extraction;

[0011] The information extraction algorithm module is used to automatically extract the information that needs to be entered from the opened system page through the built-in algorithm;

[0012] The entry completion prompt module is used to display a completion prompt to the agent or user after the information is successfully entered to ensure the smooth completion of the entry process.

[0013] Preferably, the plug-in script writing module includes:

[0014] Development environment setup unit, used to set up the development environment, including installing and configuring development tools and related plug-ins or extensions;

[0015] Information extraction logic unit, used to write logic and algorithms for automated information extraction;

[0016] The form filling logic unit is used to write the logic for automatic form filling, which includes filling the extracted information into predefined form fields to ensure the correctness and completeness of the data;

[0017] The error handling and logging unit is used to implement appropriate error handling mechanisms to deal with possible exceptions. At the same time, logs are recorded to track and troubleshoot problems.

[0018] Preferably, the plug-in script writing module also includes:

[0019] The user interface interaction unit is used to implement the interaction between the plug-in and the user interface so that the user can set or configure it as needed;

[0020] The testing and debugging unit is used to write test cases and perform debugging to ensure that the plug-in can work stably and correctly in various situations.

[0021] Preferably, the plug-in installation management module includes:

[0022] User interface design unit, used to design a user-friendly interface so that users can easily manage plug-ins. The interface should include functions such as plug-in list, installation button, uninstall button, etc.

[0023] The plugin loading and unloading unit is used to realize the functions of loading and unloading plugins. Users should be able to choose to install new plugins or uninstall installed plugins through the interface;

[0024] The plugin version management unit is used to support multiple plugin versions, so it is necessary to implement version management functions. This includes displaying the currently installed plugin version, allowing users to upgrade or downgrade the plugin version, and other operations.

[0025] The installation package management unit is used to manage the installation packages of plug-ins. Users may need to manually specify the path of the installation package or upload the installation package to install the plug-in.

[0026] Preferably, the service scenario selection module includes:

[0027] The scenario list display unit is used to display the list of available service scenarios, such as consultation, complaint, inquiry, etc. Each scenario should include a brief description or label so that the seat staff can quickly understand the purpose of each scenario;

[0028] The scenario selection interface unit is used to provide an intuitive and easy-to-navigate user interface so that agents can easily browse and select the required service scenarios.

[0029] Preferably, the service scenario selection module also includes:

[0030] A real-time call association unit that associates scenario selection with a real-time call so as to recommend or limit selectable service scenarios based on the content and purpose of the current call;

[0031] The scenario matching algorithm unit is used to automatically recommend or filter scenario options and match the most suitable service scenario based on the call content and existing information.

[0032] Preferably, the system page calling module includes:

[0033] The system page identification and matching unit is used to identify and match the system page that needs to be opened according to the selected service scenario;

[0034] The page opening logic unit is used to implement the logic and algorithm for automatically opening system pages. This may involve browser control, API calls or other automation tools to ensure that the page can be loaded and displayed quickly when needed.

[0035] The page loading and waiting unit is used to handle possible delays or loading problems during page loading, including waiting for the page to be fully loaded before performing subsequent information extraction operations;

[0036] Page operation and interaction units are used to interact with system pages, such as filling out forms, clicking buttons, selecting options, etc. These operations may be implemented through automated scripts or browser control.

[0037] The present invention provides an intelligent management and control system. It has the following beneficial effects:

[0038] 1. The present invention realizes automatic extraction of customer information and automatic filling of forms through browser plug-in technology, which greatly reduces the time and energy of manual operation of agents, thereby significantly improving the work efficiency of information entry, and adopts an automated and intelligent information entry method. The present invention reduces the possibility of human operation errors and improves the accuracy of information entry.

[0039] 2. The present invention uses one-click operation, so that agents can easily complete information entry work without frequent switching between multiple systems and manual copying and pasting of information, which simplifies the operation process and reduces the difficulty of operation.

[0040] 3. The present invention is compatible with different systems and environments through specific adaptation algorithms and technical means, and has strong adaptability and scalability. This ensures that the plug-in can run stably in various complex and heterogeneous systems, and accurately extract and enter the required information. The present invention uses standard JavaScript syntax to write plug-in scripts, which reduces the difficulty and cost of development. At the same time, due to the versatility and portability of the plug-in, it can be reused in multiple systems and platforms, further reducing the development and maintenance costs. DETAILED DESCRIPTION

[0041] The technical solutions in the embodiments of the present invention are described clearly and completely below. Obviously, the described embodiments are only part of the embodiments of the present invention, not all of them. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of the present invention.

[0042] Example:

[0043] An intelligent management and control system, comprising:

[0044] The plugin scripting module allows developers to write plugin scripts using standard JavaScript syntax to implement logic and algorithms for automated information extraction and form filling.

[0045] The plug-in packaging module is used to package the written plug-in scripts into an installable plug-in installation package to facilitate user installation and use;

[0046] The plug-in installation management module is used to provide a user interface so that users can install plug-ins through the browser extension management interface;

[0047] The plug-in activation module allows users to activate the plug-in function by clicking the plug-in icon on the browser toolbar;

[0048] The service scenario selection module is used to provide an operation interface for agents to select appropriate service scenarios based on the actual situation of the current call;

[0049] The system page calling module is used to automatically open the relevant system pages (such as customer management system, insurance policy query system, etc.) according to the selected service scenario to prepare for information extraction;

[0050] The information extraction algorithm module is used to automatically extract the information required to be entered from the opened system page through the built-in algorithm;

[0051] The entry completion prompt module is used to display a completion prompt to the agent or user after the information is successfully entered to ensure the smooth completion of the entry process.

[0052] The plug-in script writing module includes:

[0053] Development environment setup unit, used to set up the development environment, including installing and configuring development tools and related plug-ins or extensions;

[0054] Information extraction logic unit, used to write logic and algorithms for automated information extraction;

[0055] The form filling logic unit is used to write the logic for automatic form filling, which includes filling the extracted information into predefined form fields to ensure the correctness and completeness of the data;

[0056] The error handling and logging unit is used to implement appropriate error handling mechanisms to deal with possible exceptions. At the same time, logs are recorded to track and troubleshoot problems.

[0057] The plug-in script writing module also includes:

[0058] The user interface interaction unit is used to implement the interaction between the plug-in and the user interface so that the user can set or configure it as needed;

[0059] The testing and debugging unit is used to write test cases and perform debugging to ensure that the plug-in can work stably and correctly in various situations.

[0060] The plug-in installation management module includes:

[0061] User interface design unit, used to design a user-friendly interface so that users can easily manage plug-ins. The interface should include functions such as plug-in list, installation button, uninstall button, etc.

[0062] The plugin loading and unloading unit is used to realize the functions of loading and unloading plugins. Users should be able to choose to install new plugins or uninstall installed plugins through the interface;

[0063] The plugin version management unit is used to support multiple plugin versions, so it is necessary to implement version management functions. This includes displaying the currently installed plugin version, allowing users to upgrade or downgrade the plugin version, and other operations.

[0064] The installation package management unit is used to manage the installation packages of plug-ins. Users may need to manually specify the path of the installation package or upload the installation package to install the plug-in.

[0065] The service scenario selection module includes:

[0066] The scenario list display unit is used to display the list of available service scenarios, such as consultation, complaint, inquiry, etc. Each scenario should include a brief description or label so that the seat staff can quickly understand the purpose of each scenario;

[0067] The scenario selection interface unit is used to provide an intuitive and easy-to-navigate user interface so that agents can easily browse and select the required service scenarios.

[0068] The service scenario selection module also includes:

[0069] A real-time call association unit that associates scenario selection with a real-time call so as to recommend or limit selectable service scenarios based on the content and purpose of the current call;

[0070] The scenario matching algorithm unit is used to automatically recommend or filter scenario options and match the most suitable service scenario based on the call content and existing information.

[0071] The system page calling module includes:

[0072] The system page identification and matching unit is used to identify and match the system page that needs to be opened according to the selected service scenario;

[0073] The page opening logic unit is used to implement the logic and algorithm for automatically opening system pages. This may involve browser control, API calls or other automation tools to ensure that the page can be loaded and displayed quickly when needed.

[0074] The page loading and waiting unit is used to handle possible delays or loading problems during page loading, including waiting for the page to be fully loaded before performing subsequent information extraction operations;

[0075] Page operation and interaction units are used to interact with system pages, such as filling out forms, clicking buttons, selecting options, etc. These operations may be implemented through automated scripts or browser control

[0076] Although embodiments of the present invention have been shown and described, it will be appreciated by those skilled in the art that various changes, modifications, substitutions and variations may be made to the embodiments without departing from the principles and spirit of the present invention, and that the scope of the present invention is defined by the appended claims and their equivalents.

Claims

1. An intelligent management and control system, characterized in that: include: The plugin scripting module allows developers to write plugin scripts using standard JavaScript syntax to implement logic and algorithms for automated information extraction and form filling; The plug-in packaging module is used to package the written plug-in scripts into an installable plug-in installation package to facilitate user installation and use; The plug-in installation management module is used to provide a user interface so that users can install plug-ins through the browser extension management interface; The plug-in activation module allows users to activate the plug-in function by clicking the plug-in icon on the browser toolbar; The service scenario selection module is used to provide an operation interface for agents to select appropriate service scenarios based on the actual situation of the current call; The system page calling module is used to automatically open the relevant system pages (such as customer management system, insurance policy query system, etc.) according to the selected service scenario to prepare for information extraction; The information extraction algorithm module is used to automatically extract the information that needs to be entered from the opened system page through the built-in algorithm; The entry completion prompt module is used to display a completion prompt to the agent or user after the information is successfully entered to ensure the smooth completion of the entry process.

2. An intelligent management and control system according to claim 1, characterized in that: The plug-in script writing module includes: Development environment setup unit, used to set up the development environment, including installing and configuring development tools and related plug-ins or extensions; Information extraction logic unit, used to write logic and algorithms for automated information extraction; The form filling logic unit is used to write the logic for automatic form filling, which includes filling the extracted information into predefined form fields to ensure the correctness and completeness of the data; The error handling and logging unit is used to implement appropriate error handling mechanisms to deal with possible exceptions. At the same time, logs are recorded to track and troubleshoot problems.

3. The intelligent management and control system according to claim 1, characterized in that: The plug-in script writing module also includes: A user interface interaction unit is used to implement the interaction between the plug-in and the user interface so that the user can set or configure it as needed; The testing and debugging unit is used to write test cases and perform debugging to ensure that the plug-in can work stably and correctly in various situations.

4. The intelligent management and control system according to claim 1, characterized in that: The plug-in installation management module includes: User interface design unit, used to design a user-friendly interface so that users can easily manage plug-ins. The interface should include functions such as plug-in list, installation button, uninstall button, etc. The plugin loading and unloading unit is used to realize the functions of loading and unloading plugins. Users should be able to choose to install new plugins or uninstall installed plugins through the interface; The plugin version management unit is used to support multiple plugin versions, so it is necessary to implement version management functions, including displaying the currently installed plugin version and allowing users to upgrade or downgrade the plugin version. The installation package management unit is used to manage the installation packages of plug-ins. Users may need to manually specify the path of the installation package or upload the installation package to install the plug-in.

5. The intelligent management and control system according to claim 1, characterized in that: The service scenario selection module includes: The scenario list display unit is used to display the list of available service scenarios, such as consultation, complaint, inquiry, etc. Each scenario should include a brief description or label so that the seat staff can quickly understand the purpose of each scenario; The scenario selection interface unit is used to provide an intuitive and easy-to-navigate user interface so that agents can easily browse and select the required service scenarios.

6. The intelligent management and control system according to claim 1, characterized in that: The service scenario selection module also includes: A real-time call association unit that associates scenario selection with a real-time call so as to recommend or limit selectable service scenarios based on the content and purpose of the current call; The scenario matching algorithm unit is used to automatically recommend or filter scenario options and match the most suitable service scenario based on the call content and existing information.

7. The intelligent management and control system according to claim 1, characterized in that: The system page calling module includes: The system page identification and matching unit is used to identify and match the system page that needs to be opened according to the selected service scenario; The page opening logic unit is used to implement the logic and algorithm for automatically opening system pages. This may involve browser control, API calls or other automation tools to ensure that the page can be loaded and displayed quickly when needed. The page loading and waiting unit is used to handle possible delays or loading problems during page loading, including waiting for the page to be fully loaded before performing subsequent information extraction operations; Page operation and interaction units are used to interact with system pages, such as filling out forms, clicking buttons, selecting options, etc. These operations may be implemented through automated scripts or browser control.