Government affair service item guide method and device

Abstract

The invention provides a government affair service item guide method and device, and relates to the technical field of artificial intelligence, and the method comprises the steps: receiving an intelligent guide request of a target user, obtaining a transaction item prediction list of the target user, and outputting the transaction item prediction list, the transaction item prediction list is determined according to a transaction item prediction model, user information of a target user and historical behavior information, the transaction item prediction model is obtained by pre-training a classification algorithm based on batch training samples and actual transaction items, and the training samples comprise user information of historical users and historical behavior information; receiving an item unique identifier selected by the target user from the transaction item prediction list, wherein government affair service items of the item unique identifier comprise a plurality of levels; and obtaining the item information list and the explanation and description information of each level, and guiding the target user to complete government affair service item handling. On the basis of ensuring the government affair service item handling efficiency, the success rate of government affair service item handling is improved.

Description

Technical Field

[0001] The present application relates to the field of artificial intelligence technology, and in particular to a method and device for guiding the handling of government service matters. Background Art

[0002] At present, the construction of the government service network is becoming more and more perfect, but there is still an obvious gap compared with the offline one-stop service with full process and dedicated guidance service model.

[0003] In the existing mode of handling government service items, some online items lack detailed introductions, users have errors in understanding government-related professional terms, have difficulty interpreting sample tables and sample diagrams, and there are omissions in terms of quantity and format, resulting in a high error rate in reporting, frequent back and forth, and a high error rate. In addition, when users select the government service items to be handled, the menu that displays the government service item options is usually fixed. When there are many government service items, users cannot find the government service item options they need to handle in time, affecting work efficiency.

[0004] This section is intended to provide a background or context to the embodiments of the invention recited in the claims. No admission is made that the description herein is prior art by inclusion in this section. Summary of the invention

[0005] In response to at least one problem in the prior art, the present application proposes a method and device for guiding the handling of government service matters.

[0006] In order to solve the above technical problems, this application provides the following technical solutions:

[0007] In the first aspect, the present application provides a method for guiding the handling of government service matters, which is used to improve the success rate of handling government service matters while ensuring the efficiency of handling government service matters. The method includes:

[0008] Receive a smart task-handling request from a target user, obtain a predicted task-handling list corresponding to the target user according to the smart task-handling request, and output and display the predicted task-handling list, wherein the predicted task-handling list is determined according to a preset task-handling prediction model, user information and historical behavior information of the target user, and the preset task-handling prediction model is obtained by pre-training a classification algorithm based on batch training samples and their respective corresponding actual tasks, and each training sample includes: user information and historical behavior information of a historical user;

[0009] Receiving a unique identifier of an item selected by the target user from the predicted list of items to be handled, wherein the to-be-handled government service items corresponding to the unique identifier of the item include: multiple levels;

[0010] Obtain a list of matter information and explanatory information at each level, and guide the target user to complete the handling of the pending government service matters based on the list of matter information and explanatory information at each level.

[0011] In one embodiment, before receiving the intelligent service guidance request of the target user, the method further includes:

[0012] Collect user information and historical behavior information of target users;

[0013] A predicted list of tasks for the target user is determined based on a preset task prediction model, the user information and the historical behavior information.

[0014] In one embodiment, the obtaining of the list of item information and explanation information at each level, and guiding the target user to complete the handling of the pending government service items according to the list of item information and explanation information at each level, includes:

[0015] Determine the first level corresponding to the unique identifier of the matter as the current level;

[0016] Execute the guidance operation, which includes: obtaining the item information list and explanation information of the current level, and outputting and displaying the item information list and explanation information of the current level; receiving the item information input by the target user or the item information selected in the item information list sent by the front end;

[0017] Determine whether there is a next level corresponding to the current level. If so, take the next level as the current level and return to execute the guidance operation until there is no next level corresponding to the current level, guiding the target user to complete the processing of the pending government service items.

[0018] In one embodiment, after obtaining the predicted list of tasks corresponding to the target user according to the intelligent task guidance request and outputting and displaying it, the method further includes:

[0019] Receive the government affairs question text sent by the target user on the current page;

[0020] According to the government affairs question text and a preset response model, the answer corresponding to the government affairs question text is determined and output.

[0021] In one embodiment, determining the predicted list of tasks for the target user according to the preset task prediction model, the user information and the historical behavior information includes:

[0022] Inputting the user information and the historical behavior information into the preset processing item prediction model to obtain the probability of the target user processing multiple government service items;

[0023] A preset number of government service items are selected from high to low according to the probability of each government service item, and the predicted list of items to be handled is composed of the unique identifiers of the government service items with the preset number of items.

[0024] In one embodiment, before receiving the unique identifier of the item selected by the target user from the predicted list of items to be handled, the method further includes:

[0025] Obtaining service elements of multiple government service items, the service elements including: item unique identifier, application conditions and required materials;

[0026] According to the service elements of each government service item, a government knowledge graph of the government service item is constructed. The nodes in the government knowledge graph represent government service items or service elements, and the line between two nodes represents the relationship between the business item and the service element, or the relationship between the service elements;

[0027] Correspondingly, after receiving the unique identifier of the item selected by the target user from the predicted list of items to be handled, the method further includes:

[0028] The output shows the government affairs knowledge graph corresponding to the unique identifier of the matter.

[0029] In one embodiment, the obtaining of the list of item information and explanation information at each level, and guiding the target user to complete the handling of the pending government service items according to the list of item information and explanation information at each level, includes:

[0030] Obtain a list of matter information and explanatory information at each level, and determine, based on the user information, whether the target user has handled other government service matters other than the government service matter; if so, obtain the historical handling information corresponding to the other government service matters, and complete the handling of the pending government service matters based on the historical handling information, the list of matter information at each level, and explanatory information.

[0031] In a second aspect, the present application provides a device for guiding government service matters, which is used to improve the success rate of government service matters while ensuring the efficiency of government service matters. The device includes:

[0032] The display module is used to receive the intelligent guidance request of the target user, obtain the predicted list of tasks corresponding to the target user according to the intelligent guidance request, and output it for display. The predicted list of tasks is determined based on a preset task prediction model, the user information and historical behavior information of the target user. The preset task prediction model is obtained by pre-training the classification algorithm based on batch training samples and their corresponding actual tasks. Each training sample includes: user information and historical behavior information of historical users.

[0033] A receiving module, used for receiving a unique identifier of an item selected by the target user from the predicted list of items to be handled, wherein the to-be-handled government service items corresponding to the unique identifier of the item include: multiple levels;

[0034] The guidance module is used to obtain the list of matter information and explanatory information at each level, and guide the target user to complete the processing of the pending government service matters based on the list of matter information and explanatory information at each level.

[0035] In one embodiment, the device for guiding government service items further includes:

[0036] A collection module is used to collect user information and historical behavior information of target users;

[0037] The prediction module is used to determine the predicted list of tasks for the target user based on a preset task prediction model, the user information and the historical behavior information.

[0038] In one embodiment, the guidance module includes:

[0039] A determination unit, configured to determine the first level corresponding to the unique identifier of the matter as the current level;

[0040] A first guiding unit is used to perform guiding operations, the guiding operations including: obtaining the item information list and explanation information of the current level, outputting and displaying the item information list and explanation information of the current level; receiving the item information input by the target user or the item information selected in the item information list sent by the front end;

[0041] The judgment unit is used to judge whether there is a next level corresponding to the current level. If so, the next level is used as the current level, and the processing operation is returned to execute until there is no next level corresponding to the current level, thereby guiding the target user to complete the processing of the pending government service items.

[0042] In one embodiment, the device for guiding government service items further includes:

[0043] A receiving module is used to receive the government affairs question text of the target user sent by the current page;

[0044] The answer module is used to determine and output the answer corresponding to the government affairs question text based on the government affairs question text and a preset answer model.

[0045] In one embodiment, the prediction module includes:

[0046] A prediction unit, used to input the user information and the historical behavior information into the preset processing item prediction model to obtain the probability of the target user processing multiple government service items;

[0047] A sorting unit is used to select a preset number of government service items from high to low according to the probability of each government service item, and use the unique identifiers of the government service items with the preset number of digits to form the predicted list of items to be handled.

[0048] In one embodiment, the device for guiding government service items further includes:

[0049] The acquisition module is used to acquire the service elements of multiple government service items, wherein the service elements include: a unique identification of the item, application conditions and required materials;

[0050] A construction module is used to construct a government affairs knowledge graph of each government affairs service item according to the service elements of the government affairs service item. The nodes in the government affairs knowledge graph represent government affairs service items or service elements, and the line between two nodes represents the relationship between the business items and the service elements, or the relationship between the service elements.

[0051] Correspondingly, the government service item handling device further includes:

[0052] A display module is used to output and display the government affairs knowledge graph corresponding to the unique identifier of the matter.

[0053] In one embodiment, the guidance module includes:

[0054] The second guidance unit is used to obtain the list of matter information and explanatory information at each level, and determine whether the target user has handled other government service matters other than the government service matters based on the user information. If so, obtain the historical handling information corresponding to the other government service matters, and complete the handling of the pending government service matters based on the historical handling information, the list of matter information at each level and explanatory information.

[0055] In a third aspect, the present application provides an electronic device comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor implements the method for guiding and handling government service matters when executing the program.

[0056] In a fourth aspect, the present application provides a computer-readable storage medium having computer instructions stored thereon, which, when executed by a processor, implement the method for guiding and handling government service matters.

[0057] In a fifth aspect, the present application provides a computer program product, which includes a computer program, and when the computer program is executed by a processor, it implements the method for guiding the handling of government service matters.

[0058] It can be seen from the above technical solution that the present application provides a method and device for guiding the handling of government service items. Among them, the method includes: receiving an intelligent guidance request from a target user, obtaining a predicted list of items corresponding to the target user according to the intelligent guidance request and outputting it for display, the predicted list of items is determined according to a preset item prediction model, the user information and historical behavior information of the target user, the preset item prediction model is obtained by pre-training a classification algorithm based on batch training samples and their respective corresponding actual items, each training sample includes: user information and historical behavior information of historical users; receiving a unique identifier of an item selected by the target user from the predicted list of items, the pending government service items corresponding to the unique identifier of the item include: multiple levels; obtaining item information lists and explanatory information of each level, and guiding the target user to complete the handling of the pending government service items according to the item information lists and explanatory information of each level. , on the basis of ensuring the efficiency of handling government service items, improve the success rate of handling government service items; can ask vague questions about unclear places; can realize chatting while handling; users can switch back and forth between the two areas of intelligent guidance and intelligent customer service without feeling, improving the flexibility of handling government service items; can realize the overall optimization of the operator environment and improve user satisfaction; can accurately identify user intentions based on the oral recognition function of intelligent question and answer, and accurately recommend corresponding handling entrances, handling processes, handling skills, etc. based on the results of accurate recognition, so as to improve handling efficiency; intelligent guidance of online declaration; compared with the fixed handling process of the current system, this solution can realize intelligent guidance in the stages of filling in business forms, uploading materials, and selecting situations during the online declaration process; intelligent online handling, during the business handling process, users can switch between intelligent guidance and intelligent customer service and manual customer service without feeling; intelligent active reminder. After the user declares new business, renewal and other businesses, the system can actively prompt the date of the next renewal and expiration reminder. BRIEF DESCRIPTION OF THE DRAWINGS

[0059] In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings required for use in the embodiments or the description of the prior art will be briefly introduced below. Obviously, the drawings described below are only some embodiments of the present application. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying creative work.

[0060] Figure 1 It is a first flow chart of the method for guiding and handling government service items in the embodiment of the present application;

[0061] Figure 2 It is a second flow diagram of the method for guiding and handling government service items in the embodiment of the present application;

[0062] Figure 3 It is a third flow chart of the method for guiding and handling government service items in the embodiment of the present application;

[0063] Figure 4 This is a schematic diagram of a government affairs knowledge graph in an example of this application;

[0064] Figure 5 It is a logical diagram of a method for guiding and handling government service items in an embodiment of the present application;

[0065] Figure 6 It is a first structural schematic diagram of a device for guiding government service items in an embodiment of the present application;

[0066] Figure 7 It is a second structural schematic diagram of the device for guiding government service items in the embodiment of the present application;

[0067] Figure 8 It is a schematic block diagram of the system structure of the electronic device according to an embodiment of the present application. DETAILED DESCRIPTION

[0068] In order to enable those skilled in the art to better understand the technical solutions in this specification, the technical solutions in the embodiments of this application will be clearly and completely described below in conjunction with the drawings in the embodiments of this application. Obviously, the described embodiments are only part of the embodiments of this application, not all of them. Based on the embodiments in this application, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of this application.

[0069] The ranking of common user consultation questions is: how to handle the needs, the manual for the operation of the needs, and the misunderstanding of professional government terms. When users handle affairs online, the government service network cannot provide the full-process services such as answering online operation questions during the process of handling affairs, assisting users to fill in and review application materials, accepting user declarations, and handling affairs across departments like the staff at the window of the physical hall. This leads to long service time and great difficulty in handling affairs.

[0070] At present, when individuals or enterprises apply for government service items on the government service network, they need to read the instructions, fill in basic information, fill in business forms, upload materials, electronically sign (seal), and receive results in accordance with the design process of the current government service network. There is no detailed introduction to the assignment and filling of professional terms on the business form and the error-prone stage of uploading materials without sample references. Sometimes they can only wait for the feedback results of the offline acceptance system to make secondary supplements and corrections, or make supplements and corrections multiple times. What's worse, some people give up online application and go directly to the hall to handle it. For example, to open a "human resources company", the operation steps involved are: application instructions, item selection, one-time notification form, data filling, material uploading, electronic signature, result collection and completion. In the data filling stage, the business forms involving the current matters are generally more professional for applicants and are more prone to errors.

[0071] The existing model for handling government service matters is heavily dependent on the service guidelines for current matters. Some online matters lack detailed introductions, users have inaccurate understanding of government-related professional terms, and have difficulty interpreting sample forms and diagrams. There are also omissions in terms of quantity and format, resulting in a high error rate in reporting, frequent rounds, and a high error rate. Matters involving prior permission and the need to handle relevant permits across departments and then apply for licenses may become bottlenecks when handling matters if they are not clear. If there is a processing process that is different from the current model, customized development will be required.

[0072] In order to solve the problems existing in the above-mentioned prior art, the present invention considers the construction of an intelligent guidance service area, a guided service complex covering the entire process and all scenarios of services, relying on an integrated online government service platform, and based on an intelligent consultation and intelligent guidance service knowledge base, integrating government service consultation, guidance, and processing, and comprehensively using artificial intelligence, big data and other technologies to reduce materials. By integrating with the business acceptance system, it realizes the full-chain processing of intelligent handling of the service process, providing users with more personalized and accurate services, while realizing the comprehensive optimization of the government service process, thereby significantly improving service efficiency and enhancing user satisfaction.

[0073] Intelligent guidance processing is a new mechanism that can further improve the online service guidance function by optimizing page design, simplifying service operations, improving system stability, standardizing online consultation and guidance services, providing more concise, easy-to-understand and practical service guides and online service operating instructions, and innovating online guidance and assistance with the help of intelligent customer service to assist online processing and solve problems such as incomprehensible online services, inconvenient operations, easy errors, and system freezes.

[0074] The present invention can sort out the circumstances, forms, materials, etc. of the matter in detail, and configure it in the background to provide the service users with online advisory "one-to-one human-machine" service guidance services before, during and after the matter, accurately and standardizedly guide the business processing (declaration, acceptance, approval, issuance of certificates, etc.), quickly resolve the difficulties of administrative approval matters, reduce user doubts, and improve the acceptance rate of service users' matters.

[0075] In order to facilitate the understanding of this solution, the technical terms related to this solution are explained below.

[0076] Intelligent customer service: This means that when a user asks a question, the system can accurately answer the user's question and solve the user's actual needs through multiple functional modules such as background intelligent association, pinyin correction, guessing what you want to ask, basic Q&A, fuzzy Q&A, and related recommendations.

[0077] Intelligent guidance: refers to the use of the guidance area as an online comprehensive window for service, changing passive service into active service, and providing service users with online advisory "one-on-one human-machine" service guidance services before, during and after the service. It gradually guides users from vague to precise step by step to select and determine the type of matter, their own conditions, material preparation status and other service elements that meet their needs, and provides reasonable and standardized guidance on business processing (declaration, acceptance, approval, issuance of certificates, etc.), quickly solving the difficulties of administrative approval matters and improving the acceptance rate of service users' matters.

[0078] Item catalog system: refers to a unified item management system covering administrative licenses, social services, and intermediary services at the five levels of province, city, county, town, and village.

[0079] Acceptance and Approval System: It is a platform for government service management agencies to carry out government service operation management, matter handling, approval, completion supervision and assessment, and hall management. It is the source of government service portal information.

[0080] To make the purpose, technical solution and advantages of the embodiments of the present invention more clear, the embodiments of the present invention are further described in detail below in conjunction with the accompanying drawings. Here, the exemplary embodiments of the present invention and their descriptions are used to explain the present invention, but are not intended to limit the present invention.

[0081] The information collected in the technical solution of this application is information and data authorized by the user or fully authorized by all parties, and the collection, storage, use, processing, transmission, provision, disclosure and application of relevant data comply with the relevant laws, regulations and standards of relevant countries and regions, take necessary confidentiality measures, do not violate public order and good morals, and provide corresponding operation entrances for users to choose to authorize or refuse.

[0082] The acquisition, transmission, storage, use, and processing of data in the technical solution of this application comply with the relevant provisions of national laws and regulations.

[0083] It should be noted that in the embodiments of the present application, certain software, components, models and other existing solutions in the industry may be mentioned, and they should be regarded as exemplary. Their purpose is only to illustrate the feasibility of implementing the technical solution of the present application, but it does not mean that the applicant has or will necessarily use the solution.

[0084] The details are described through the following embodiments.

[0085] In order to improve the success rate of government service items while ensuring the efficiency of government service items, this embodiment provides a government service item handling method in which the execution subject is a government service item handling device, and the government service item handling device includes but is not limited to a server, such as Figure 1 As shown, the method specifically includes the following contents:

[0086] Step 100: Receive a smart task guidance request from a target user, obtain a predicted task list corresponding to the target user according to the smart task guidance request, and output it for display. The predicted task list is determined based on a preset task prediction model, the user information and historical behavior information of the target user. The preset task prediction model is obtained by pre-training a classification algorithm based on batch training samples and their corresponding actual tasks. Each training sample includes: user information and historical behavior information of historical users.

[0087] Specifically, when a user selects the smart guidance option on the government service network, the guidance device of the government service item can receive the smart guidance request; the smart guidance request may include: a user unique identifier and smart guidance information, the user unique identifier is used to distinguish different users, such as user account or ID number, etc.; the smart guidance information is used to identify the target user requesting smart guidance; the correspondence between the user unique identifier and the predicted list of items to be handled can be pre-configured; according to the user unique identifier and the pre-configured correspondence between the user unique identifier and the predicted list of items to be handled, the predicted list of items to be handled corresponding to the target user is obtained; the predicted list of items to be handled may include: multiple item unique identifiers, the item unique identifier in the predicted list of items to be handled may be the unique identifier of the government service items that the target user may expect to handle; the item unique identifier is used to distinguish different government service items, for example, the name of the government service item; for example, the name of the government service item may include: new water extraction permit, industrial and commercial registration, residence permit handling and elderly welfare application, etc. The user, i.e., the handler, may refer to an individual or legal person who initiates the handling of a government service item.

[0088] Specifically, the user information may include: age, education, major, nature of work, working city, whether there is housing, whether there are various types of loans, family members, tax payment, provident fund, credit, enterprise type, enterprise scale, business scope, registered capital, industry, operating income, tax scale and frequently handled matters, etc.; the historical behavior information may include: the names of government service matters that have been handled in the past.

[0089] Step 200: Receive the unique identifier of the item selected by the target user from the predicted list of items to be processed, and the pending government service items corresponding to the unique identifier of the item include: multiple levels.

[0090] Specifically, the unique identifier of the item in the predicted list of items selected by the target user through the front end of the government service item guidance device can be received. The government service item corresponding to the unique identifier of the item can indicate the government service item that the target user expects to handle this time, that is, the government service item to be handled. Each government service item can include multiple levels; each level can be sorted according to actual needs; for example, for a new water withdrawal permit, the first level is to select the area to be handled, and the corresponding item information can be, XX city XX district, etc.; the second level is to select the type of application, for XX city XX district, the second level of item information can be, general license, franchise, recognition, approval, registration; the third level is to select the situation of application, for general license, the corresponding item information of the third level can be, general water withdrawal, use of geothermal water, use of mineral water, need to return water to rivers and lakes; the fourth level is to upload materials, for general water withdrawal, the corresponding item information of the fourth level is, such as uploading business license, etc.; the fifth level is electronic signature; the sixth level is to receive the result, and the new water withdrawal permit is completed.

[0091] Step 300: Obtain a list of matter information and explanatory information at each level, and guide the target user to complete the handling of the pending government service matters based on the list of matter information and explanatory information at each level.

[0092] Specifically, the item information lists and explanatory information of each level of multiple government service items can be pre-stored locally in the government service item guidance device. The item information list may include: at least one item information; the item information list of a certain level of the "new water withdrawal permit" item may include: general permit, franchise, recognition, approval, registration; the item information can be used by users to handle government service items; the explanatory information can be used to explain the item information and keywords in the item information. Each level can correspond to a page, and each level corresponds to a page. When the user still cannot understand the meaning of the item information based on the explanatory information, the user can enter the text of the government question in the smart dialogue pop-up box of the current page through the front end; according to the government question text and the preset response model, the answer corresponding to the government question text is determined and output, which can achieve seamless switching between the two areas of intelligent guidance and intelligent customer service, avoiding problems such as data loss when exiting the page.

[0093] Furthermore, it is also possible to determine whether the target user meets the application conditions for the pending government service items corresponding to the unique identifier of the item based on the user information and historical behavior information of the target user. If so, obtain the item information list and explanatory information of each level, and guide the target user to complete the handling of the pending government service items based on the item information list and explanatory information of each level. Otherwise, output a prompt message indicating that the application conditions are not met. The preset application conditions can be set according to actual conditions, and this application does not impose any restrictions on this. For example, the application conditions for a new water abstraction permit include: the applicant should be an entity or individual that directly draws water resources from rivers, lakes or underground, and the design and construction of water abstraction projects or facilities should comply with relevant technical specifications and standards.

[0094] In order to improve the reliability of obtaining the predicted list of tasks, such as Figure 2 As shown, in one embodiment of the present application, before step 100, it also includes:

[0095] Step 001: Collect user information and historical behavior information of the target user.

[0096] Step 002: Determine a predicted list of tasks for the target user based on a preset task prediction model, the user information, and the historical behavior information.

[0097] Specifically, in order to improve the accuracy of the prediction model, the method may further include: obtaining batch training samples and their corresponding actual processing items; training the classification algorithm based on the batch training samples and their corresponding actual processing items to obtain the preset processing item prediction model, wherein each training sample includes: user information and historical behavior information of the historical user. The actual processing items may represent the government service items actually processed by the historical user, and the classification algorithm may be at least one of a logistic regression algorithm, a decision tree algorithm, a random forest algorithm, and a support vector machine algorithm.

[0098] In order to improve the reliability of government service delivery, Figure 3 As shown, in one embodiment of the present application, step 300 includes:

[0099] Step 301: Determine the first level corresponding to the unique identifier of the matter as the current level.

[0100] Step 302: Execute the guidance operation, which includes: obtaining the item information list and explanatory information of the current level, and outputting and displaying the item information list and explanatory information of the current level; receiving the item information input by the target user or the item information selected in the item information list sent by the front end.

[0101] Specifically, the front end may be a front end of a device for guiding government affairs services. The matter information input by the target user may include uploaded materials and electronic signatures.

[0102] Step 303: Determine whether there is a next level corresponding to the current level. If so, take the next level as the current level and return to execute the guidance operation until there is no next level corresponding to the current level, and guide the target user to complete the processing of the pending government service items.

[0103] In order to facilitate timely answers to users' questions and improve the accuracy of handling government service items, in one embodiment of the present application, after step 100, the following steps are further included:

[0104] Step 300: Receive the government affairs question text of the target user sent by the current page.

[0105] Specifically, the current page may be a page currently opened on the government service network; the target user may input the text of the government question in the dialog box of the current page, thereby avoiding switching back and forth between pages.

[0106] Step 400: According to the government affairs question text and a preset response model, the answer corresponding to the government affairs question text is determined and outputted.

[0107] Specifically, if the government service item that the target user expects to handle does not exist in the predicted list of items to be handled, the target user can receive the government service item text sent by the front end for consulting on how to handle the government service item, such as "how to apply for a new water permit", etc., and can subsequently interact with the front end for multiple rounds of information to realize the handling of government service items, or directly feedback the URL of the first-level page for the new water permit item. The government service item text for consulting the meaning of the item information can also be entered in the smart dialogue pop-up box of each level of the page, so that users can consult the questions about the handling process of the pending government service items in real time.

[0108] Specifically, the preset answer model can be obtained by pre-training the long short-term memory model based on a batch of historical government affairs question texts and their corresponding actual answers. By applying the preset answer model, an intelligent consultation process can be realized.

[0109] In order to improve the reliability of the display of the predicted list of items to be handled and improve the success rate of the recommendation of government service items, in one embodiment of the present application, step 002 includes:

[0110] Step 021: Input the user information and the historical behavior information into the preset processing item prediction model to obtain the probability of the target user processing multiple government service items.

[0111] Step 022: Select a preset number of government service items from high to low according to the probability of each government service item, and use the unique identifiers of the government service items with the preset number of digits to form the predicted list of items to be handled.

[0112] Specifically, the preset number of bits can be set according to actual conditions, and this application does not impose any restrictions on this.

[0113] In order to improve the convenience of handling pending government service items and realize handling while chatting, in one embodiment of the present application, after step 400, it also includes: if the type of the government problem text is the handling of government service items, then completing the handling of the pending government service items through multiple rounds of information interaction with the front end.

[0114] Specifically, the type of government affairs question text can be determined according to the answer corresponding to the government affairs question text; for example, if the user wants to handle the "new water extraction permit" matter, the intelligent customer service will reply with the corresponding matters at the level of xx New District + three counties. Clicking "More" can select matters at the level of towns and villages. After determining the acceptance level, the intelligent customer service will list the types that the applicant wants to handle, such as general license, franchise, recognition, approval, and registration. And give a detailed explanation of these five types in turn for the applicant to check which type needs to be handled. After determining the type, the intelligent customer service will prompt the current situation of the matter, such as general water extraction, geothermal water extraction, mineral water extraction, and water withdrawal to rivers, lakes and reservoirs. The applicant selects the situation according to the actual situation, and the intelligent customer service will automatically answer the forms that need to be filled in and the materials that need to be uploaded, etc., to complete the handling of the "new water extraction permit" matter.

[0115] In order to improve the reliability of the government affairs knowledge graph, and further improve the accuracy of handling government affairs services by using a reliable government affairs knowledge graph, in one embodiment of the present application, before step 100, the following is further included:

[0116] Step 101: Obtain service elements of multiple government service items, wherein the service elements include: a unique identifier of the item, application conditions and required materials.

[0117] Step 102: Based on the service elements of each government service item, a government knowledge graph of the government service item is constructed. The nodes in the government knowledge graph represent government service items or service elements, and the line between two nodes represents the relationship between business items and service elements, or the relationship between service elements.

[0118] Correspondingly, after step 100, it also includes: outputting and displaying the government affairs knowledge graph corresponding to the unique identifier of the matter.

[0119] Specifically, the user can directly obtain the explanation information corresponding to the node by clicking on the node. Figure 4 This is an example of a government knowledge graph.

[0120] In order to avoid repeated submission of information and improve the efficiency of handling government service matters, in one embodiment of the present application, step 300 includes:

[0121] Obtain a list of matter information and explanatory information at each level, and determine, based on the user information, whether the target user has handled other government service matters other than the government service matter; if so, obtain the historical handling information corresponding to the other government service matters, and complete the handling of the pending government service matters based on the historical handling information, the list of matter information at each level, and explanatory information.

[0122] For example, if the target user has submitted a business license when handling other government service items, then during the handling process of the current government service item, the business license submitted by the target user can be obtained, and there is no need to upload the business license again at the material upload level.

[0123] In order to further illustrate this solution, this application provides an application example of a method for guiding the handling of government service matters, which can be combined with intelligent customer service to realize intelligent guidance and handling of government service matters, and can realize case query, situation guidance, and one-time notification. It can cover basic information of matters, acceptance conditions, application materials, review points, sample materials, handling procedures, consultation telephone numbers, common questions and other contents. Through the intelligent guidance system, after the user completes the "situation questions and answers", the "intelligent guidance" can provide personalized service guidance services according to the user's situation and business handling needs. The functions realized by the intelligent guidance system can be equivalent to the functions realized by the guidance device for the above-mentioned government service matters. It can effectively solve the problem that users are not clear about how to handle matters on the government service network, and truly enable users to find, understand, and use them, and handle them while chatting, providing individuals and enterprises with a better service experience. The intelligent guidance system is suitable for the lobby self-service terminal, PC terminal, and mobile terminal. The three terminals are used in conjunction to provide accurate service guidance for enterprises and individuals in multiple scenarios. Such as Figure 5 As shown, in this application example, the method includes: intelligent consultation, matter determination; if it is matter consultation, calling the intelligent consultation knowledge base for answering; if it is business, calling the intelligent consultation knowledge base for handling; intelligent guidance, matter determination, application of the intelligent guidance service knowledge base to complete the intelligent guidance, user feedback on the intelligent guidance service, intelligent reminder, manual guidance; the specific description is as follows:

[0124] Step 1: Intelligent consultation. In order to accurately answer user questions, a set of operating rules with core definitions such as A, B, C, E, F, M, N and D is established, and the knowledge base is built and the dialogue rules including dialogue flow are designed based on this. Step 1 includes:

[0125] Step 11: The user interacts with the required item A, determines the acceptance level M of the required item A, and after the user determines the area, jumps to the customer service robot in the user-specified area to answer the user's questions about government affairs.

[0126] Specifically, the user's question is first confirmed, and then information is collected through multiple rounds of interaction, and then an accurate response is given. This process is to restore the consultation between people and guide users. Even if the user is unfamiliar with the business, he can get an accurate answer. The system interaction page can understand the context, identify the current context, and then respond to the question.

[0127] Step 12: Design different dialogue rules based on whether there are different approval types B for the item A to be processed, and whether there is situation N, and give different answers based on the user's inquiries from rough to detailed.

[0128] Step 13: Improve the intelligent consulting knowledge base, classify and organize problems, formulate corresponding answers and solutions, so that users can quickly find the information they need; for certain specific problems and scenarios, you can set up automatic responses for intelligent customer service; set keyword recognition: By setting keyword recognition, intelligent customer service can better understand the questions raised by users and can quickly provide solutions; adjust answer priority: For some more important questions and scenarios, you can increase the priority of the answer to make it the priority solution for intelligent customer service; conduct data analysis: By analyzing customer problems and needs, you can understand the customer's real needs and pain points, discover problems in a timely manner and make adjustments, and then optimize the intelligent customer service. The optimization methods include: statistics on customer consultations, collection of customer feedback, and regular evaluation of the performance of the intelligent customer service system.

[0129] Step 2: Intelligent guidance; intelligent guidance, precise positioning. Build an intelligent guidance service area with built-in intelligent customer service functions. The intelligent guidance service area is a comprehensive guided service complex covering the entire process and all scenarios of handling affairs. Relying on an integrated online government service platform, it integrates with the business acceptance system, takes the intelligent guidance service knowledge base as the basis, combines pre-guidance, intelligent diversion, intelligent guidance, intelligent reminders, manual guidance, etc., to form a new government service model with complementary functions and mutual assistance, which can achieve seamless connection and unified handling.

[0130] Based on "scenarios-based intelligent interactive services", through oral analysis of user questions and intelligent reasoning guidance, it is determined whether it is necessary to handle the judgment, whether the application conditions and acceptance conditions are met. Through prior guidance, users are accurately informed whether they need to handle it and whether they can handle it, and guidance services are provided in advance. According to the results of the prior guidance judgment, the situation judgment function is provided, and the related options are automatically displayed in accordance with the selected content. Annotations are given to the situation nouns to assist corporate users in understanding and improve the accuracy of the application. Combined with the intelligent guidance material filling function, it meets the viewing needs and is convenient for users who fill in by hand. At the same time, the sample form supports downloading, forwarding and other functions to meet various user needs. The content of the required materials to be submitted is annotated and explained with fill-in examples. At the same time, combined with the service experience, the easy-to-error, confusing and unclear content in the enterprise and individual filling content is prompted one by one, and the user is clearly guided to handle related matters. At the same time, it supports online saving and downloading functions to meet various user needs.

[0131] When the problem still cannot be solved through the intelligent guidance service, the user can use the chat-while-doing function in the interface to wake up the robot for interaction. The robot crawls the page, understands the problem on the user's current page and gives accurate answers to assist the user in completing the form.

[0132] The application of the intelligent guidance system allows most consultations and applications to be conducted online, effectively reducing the pressure on window service personnel. Step 2 can specifically include:

[0133] Step 21: Matters are confirmed.

[0134] Step 22: Build an intelligent guidance service knowledge base. Based on the service guides, industry management regulations, laws and regulations, and policy documents for specific matters, combined with historical issues and Q&A content of actual services, further sort out and summarize the government affairs knowledge. Upgrade the existing knowledge base through various forms such as term explanations, precautions, operation guidance, filling rules, drawing rules, form formats, and frequently asked questions, and enrich and improve the knowledge base from multiple angles. From sorting out business situations to going deep into every knowledge point in the process, the whole process supports the intelligent guidance system and provides business support for the intelligent guidance system; intelligent guidance service knowledge base and establishes a user behavior data analysis system, multi-dimensional analysis of user portraits, according to the user's own attribute characteristics, based on the age, education, major, nature of work, work city, whether there is housing, whether there are various loans, family members, tax payment, provident fund, credit, enterprise type, enterprise scale, business scope, registered capital, industry, operating income, tax scale, frequently handled matters and other factors to establish a user label system, through user labels and user historical behavior (historical handling, matter type, legal person, individual), according to certain rules to create user groups, establish a user portrait system. Group portrait analysis provides insight into the characteristic distribution of the crowd, overall contribution and key indicators of monitoring and analysis functions based on user grouping. Including user group age distribution, policy preferences, daily active contribution, matter handling volume distribution, etc. Through the user's self-questioning and information collection method, the basic user portrait is established. Through the user's historical case data, the user's related topics, industries, and special information are mined to supplement the user portrait. The condition label system constructed according to the conditions for the application of the matter is mapped one by one with the user portrait label system. Through real-time tasks, the set of matters that meet the conditions is calculated. After the user selects various questions and answers in turn, the system recommends the set of matters with the highest degree of compliance for the user. Combined with the application condition library of the matter, the two are matched with each other to match the matters that meet the requirements for the user. In the process of matching the result matters, common application conditions are found to guide users to continuously select more specific content in depth. Using this information, more accurate trial calculations are performed, and a set of matters with increasingly higher matching degrees is gradually calculated. Based on the government affairs knowledge graph, the system lists and displays matters related to the user's consultation questions. Users can directly obtain answers by clicking, and at the same time, some potential problems that users have overlooked can be solved, providing decision-making support for continuous service improvement. User portraits can establish independent long-term and short-term memory models for each user, generate memories in conversations, and provide users with more intelligent, efficient, and personalized services in combination with excellent conversation management capabilities. It can achieve smooth interactive consultation and greatly improve the user's conversation experience.

[0135] The functions of the intelligent guidance service knowledge base include: supporting graphical management of multiple rounds of conversations; providing a precise and rich scenario knowledge base, supporting graphical management of multiple rounds of conversations; supporting classification, grading and regional management of the knowledge base; supporting multiple answer types, including pictures, videos, graphic messages, etc.; providing fast and accurate knowledge base retrieval capabilities; and providing quick and convenient knowledge base import and export functions.

[0136] Step 23: Data sharing and efficient handling. Through the data sharing function, the interconnection and interoperability of government information is realized. The system can connect data with other government systems to integrate users' personal information and service records. At the same time, the system supports online submission of application materials and query of processing results. Users no longer need to go to the site for cumbersome paper material submission and query operations. When users handle other government affairs, they do not need to submit personal information repeatedly, which greatly improves the efficiency of handling affairs; data sharing generally includes two parts, one is the construction of the natural person and legal person subject library at the data resource layer, and the other is the data sharing service at the business service layer. The data sharing service encapsulates the underlying data and combines it with the business reporting logic for unified acceptance, business approval, electronic certificates and other business systems. The scope of existing data sharing is limited to the current government affairs system processing, certificates and other information.

[0137] Step 24: User feedback and intelligent analysis. The system also has a user feedback function, allowing users to evaluate and provide feedback on their experience with government services. The system will collect user opinions and suggestions, conduct in-depth mining and analysis of government service data through big data technology, continuously optimize government service processes and operational experience, and provide decision-making support for relevant departments. And through data analysis of user behavior, service needs, etc., relevant departments can understand user needs and preferences more accurately, thereby optimizing government service processes and policy formulation, and improving the level and quality of government services.

[0138] Step 25: Intelligent reminder. By connecting with the acceptance and approval system, active reminder services for the entire process are realized. Based on the user behavior analysis function, combined with personal and legal person information, license information, etc., intelligent reminders are provided for the entire process before, during, and after the event, further improving user satisfaction. For example, when a user is applying for a new or renewed business, the system will automatically send SMS + in-station messages to remind the next renewal or cancellation date based on the validity period of the result generated by the current business handling. Within the first 15 working days of the validity period, the system will trigger a second SMS notification to the applicant and an in-station message to notify the staff that the certificate is about to expire and please (remind) to handle it as soon as possible.

[0139] Step 26: Manual guidance. When the user still cannot solve the problem through guidance services and chat-and-handle services, he can click to apply for manual customer service, and connect the manual guidance subsystem with the online customer service system to realize manual chat-and-handle mode with text, voice and other forms of interaction. And through page crawling technology, the current page is sent to the manual customer service to ensure that the manual customer service can know the user's possible problems in advance after access. It realizes video processing without leaving home and submitting application materials online "face to face", providing remote assistance services for enterprises and individuals.

[0140] From the software level, in order to improve the success rate of government service items while ensuring the efficiency of government service items, this application provides an embodiment of a government service item guiding device for implementing all or part of the content of the government service item guiding method, see Figure 6 The government service item handling device specifically includes the following contents:

[0141] Display module 01 is used to receive a target user's intelligent guidance request, obtain a predicted list of tasks corresponding to the target user according to the intelligent guidance request, and output it for display. The predicted list of tasks is determined based on a preset task prediction model, the user information and historical behavior information of the target user. The preset task prediction model is obtained by pre-training a classification algorithm based on batch training samples and their corresponding actual tasks. Each training sample includes: user information and historical behavior information of historical users.

[0142] Receiving module 02, used to receive the unique identifier of the item selected by the target user from the predicted list of items to be handled, and the to-be-handled government service items corresponding to the unique identifier of the item include: multiple levels;

[0143] The guidance module 03 is used to obtain the list of matter information and explanatory information at each level, and guide the target user to complete the processing of the pending government service matters based on the list of matter information and explanatory information at each level.

[0144] like Figure 7 As shown, in one embodiment, the government service item handling device further includes:

[0145] Collection module 04, used to collect user information and historical behavior information of target users;

[0146] The prediction module 05 is used to determine the predicted list of tasks for the target user based on a preset task prediction model, the user information and the historical behavior information.

[0147] In one embodiment, the guidance module includes:

[0148] A determination unit, configured to determine the first level corresponding to the unique identifier of the matter as the current level;

[0149] A first guiding unit is used to perform guiding operations, the guiding operations including: obtaining the item information list and explanation information of the current level, outputting and displaying the item information list and explanation information of the current level; receiving the item information input by the target user or the item information selected in the item information list sent by the front end;

[0150] The judgment unit is used to judge whether there is a next level corresponding to the current level. If so, the next level is used as the current level, and the processing operation is returned to execute until there is no next level corresponding to the current level, thereby guiding the target user to complete the processing of the pending government service items.

[0151] In one embodiment, the device for guiding government service items further includes:

[0152] A receiving module is used to receive the government affairs question text of the target user sent by the current page;

[0153] The answer module is used to determine and output the answer corresponding to the government affairs question text based on the government affairs question text and a preset answer model.

[0154] In one embodiment, the prediction module includes:

[0155] A prediction unit, used to input the user information and the historical behavior information into the preset processing item prediction model to obtain the probability of the target user processing multiple government service items;

[0156] A sorting unit is used to select a preset number of government service items from high to low according to the probability of each government service item, and use the unique identifiers of the government service items with the preset number of digits to form the predicted list of items to be handled.

[0157] In one embodiment, the device for guiding government service items further includes:

[0158] The acquisition module is used to acquire the service elements of multiple government service items, wherein the service elements include: a unique identification of the item, application conditions and required materials;

[0159] A construction module is used to construct a government affairs knowledge graph of each government affairs service item according to the service elements of the government affairs service item. The nodes in the government affairs knowledge graph represent government affairs service items or service elements, and the line between two nodes represents the relationship between the business items and the service elements, or the relationship between the service elements.

[0160] Correspondingly, the government service item handling device further includes:

[0161] A display module is used to output and display the government affairs knowledge graph corresponding to the unique identifier of the matter.

[0162] In one embodiment, the guidance module includes:

[0163] The second guidance unit is used to obtain the list of matter information and explanatory information at each level, and determine whether the target user has handled other government service matters other than the government service matters based on the user information. If so, obtain the historical handling information corresponding to the other government service matters, and complete the handling of the pending government service matters based on the historical handling information, the list of matter information at each level and explanatory information.

[0164] The embodiment of the device for directing and handling government service matters provided in this specification can be specifically used to execute the processing flow of the embodiment of the method for directing and handling government service matters mentioned above. Its functions will not be described in detail here, and reference can be made to the detailed description of the embodiment of the method for directing and handling government service matters mentioned above.

[0165] Figure 8 A schematic diagram of the physical structure of an electronic device provided in an embodiment of the present invention, such as Figure 8 As shown, the electronic device includes: a processor (processor) 801, a memory (memory) 802 and a bus 803.

[0166] The processor 801 and the memory 802 communicate with each other via a bus 803 .

[0167] The processor 801 is used to call the program instructions in the memory 802 to execute the government service handling method provided by the above-mentioned method embodiments.

[0168] An embodiment of the present invention also provides a computer-readable storage medium, which stores a computer program. When the computer program is executed by a processor, it implements the above-mentioned method for guiding government service items.

[0169] An embodiment of the present invention also provides a computer program product, which includes a computer program. When the computer program is executed by a processor, it implements the above-mentioned method for guiding and handling government service matters.

[0170] Those skilled in the art will appreciate that embodiments of the present invention may be provided as methods, systems, or computer program products. Therefore, the present invention may take the form of a complete hardware embodiment, a complete software embodiment, or an embodiment combining software and hardware. Moreover, the present invention may take the form of a computer program product implemented on one or more computer-usable storage media (including but not limited to disk storage, CD-ROM, optical storage, etc.) containing computer-usable program code.

[0171] The present invention is described with reference to flowcharts and / or block diagrams of methods, devices (systems), and computer program products according to embodiments of the present invention. It should be understood that each process and / or block in the flowchart and / or block diagram, as well as the combination of processes and / or blocks in the flowchart and / or block diagram, can be implemented by computer program instructions. These computer program instructions can be provided to a processor of a general-purpose computer, a special-purpose computer, an embedded processor, or other programmable data processing device to produce a machine, so that the instructions executed by the processor of the computer or other programmable data processing device generate instructions for implementing the processes in the flowchart and / or block diagram. Figure 1 A process or multiple processes and / or boxes Figure 1 A device that provides the functions specified in a block or multiple blocks.

[0172] These computer program instructions may also be stored in a computer-readable memory capable of directing a computer or other programmable data processing device to operate in a specific manner, so that the instructions stored in the computer-readable memory produce an article of manufacture comprising an instruction device, which implements the process Figure 1 A process or multiple processes and / or boxes Figure 1 A function specified in one or more boxes.

[0173] These computer program instructions can also be loaded onto a computer or other programmable data processing device so that a series of operating steps are executed on the computer or other programmable device to produce a computer-implemented process, thereby providing instructions for implementing the process. Figure 1 A process or multiple processes and / or boxes Figure 1 The steps for the functions specified in one or more boxes.

[0174] The specific embodiments described above further illustrate the objectives, technical solutions and beneficial effects of the present invention in detail. It should be understood that the above description is only a specific embodiment of the present invention and is not intended to limit the scope of protection of the present invention. Any modifications, equivalent substitutions, improvements, etc. made within the spirit and principles of the present invention should be included in the scope of protection of the present invention.

Claims

1. A method for guiding and handling government service matters, characterized in that: include: Receive a smart task-handling request from a target user, obtain a predicted task-handling list corresponding to the target user according to the smart task-handling request, and output and display the predicted task-handling list, wherein the predicted task-handling list is determined according to a preset task-handling prediction model, user information and historical behavior information of the target user, and the preset task-handling prediction model is obtained by pre-training a classification algorithm based on batch training samples and their respective corresponding actual tasks, and each training sample includes: user information and historical behavior information of a historical user; Receiving a unique identifier of an item selected by the target user from the predicted list of items to be handled, wherein the to-be-handled government service items corresponding to the unique identifier of the item include: multiple levels; Obtain a list of matter information and explanatory information at each level, and guide the target user to complete the handling of the pending government service matters based on the list of matter information and explanatory information at each level.

2. The method for guiding government service items according to claim 1, characterized in that: Before receiving the intelligent guidance request of the target user, the method further includes: Collect user information and historical behavior information of target users; A predicted list of tasks for the target user is determined based on a preset task prediction model, the user information and the historical behavior information.

3. The method for guiding government service items according to claim 1, characterized in that: The obtaining of the list of items and explanation information at each level, and guiding the target user to complete the handling of the pending government service items according to the list of items and explanation information at each level, includes: Determine the first level corresponding to the unique identifier of the matter as the current level; Execute the guidance operation, the guidance operation including: obtaining the item information list and explanation information of the current level, outputting and displaying the item information list and explanation information of the current level; receiving the item information input by the target user or the item information selected in the item information list sent by the front end; Determine whether there is a next level corresponding to the current level. If so, take the next level as the current level and return to execute the guidance operation until there is no next level corresponding to the current level, guiding the target user to complete the processing of the pending government service items.

4. The method for guiding the handling of government service items according to claim 3 is characterized in that: After obtaining the predicted list of tasks corresponding to the target user according to the intelligent task guidance request and outputting and displaying it, the method further includes: Receive the government affairs question text sent by the target user on the current page; According to the government affairs question text and a preset response model, the answer corresponding to the government affairs question text is determined and output.

5. The method for guiding government service items according to claim 2, characterized in that: The step of determining the predicted list of tasks for the target user based on the preset task prediction model, the user information, and the historical behavior information includes: Inputting the user information and the historical behavior information into the preset processing item prediction model to obtain the probability of the target user processing multiple government service items; A preset number of government service items are selected from high to low according to the probability of each government service item, and the predicted list of items to be handled is composed of the unique identifiers of the government service items with the preset number of items.

6. The method for guiding and handling government service items according to claim 1, characterized in that: Before receiving the unique identifier of the item selected by the target user from the predicted list of items to be handled, the method further includes: Obtaining service elements of multiple government service items, the service elements including: item unique identifier, application conditions and required materials; According to the service elements of each government service item, a government knowledge graph of the government service item is constructed. The nodes in the government knowledge graph represent government service items or service elements, and the line between two nodes represents the relationship between the business item and the service element, or the relationship between the service elements; Correspondingly, after receiving the unique identifier of the item selected by the target user from the predicted list of items to be handled, the method further includes: The output shows the government affairs knowledge graph corresponding to the unique identifier of the matter.

7. The method for guiding and handling government service items according to claim 1, characterized in that: The obtaining of the list of items and explanation information at each level, and guiding the target user to complete the handling of the pending government service items according to the list of items and explanation information at each level, includes: Obtain a list of matter information and explanatory information at each level, and determine, based on the user information, whether the target user has handled other government service matters other than the government service matter; if so, obtain the historical handling information corresponding to the other government service matters, and complete the handling of the pending government service matters based on the historical handling information, the list of matter information at each level, and explanatory information.

8. A device for guiding government service matters, characterized in that: include: A display module is used to receive a smart task-handling request from a target user, obtain a predicted task-handling list corresponding to the target user according to the smart task-handling request, and output the predicted task-handling list for display, wherein the predicted task-handling list is determined according to a preset task-handling prediction model, user information and historical behavior information of the target user, wherein the preset task-handling prediction model is obtained by pre-training a classification algorithm based on batch training samples and their respective corresponding actual tasks, wherein each training sample includes: user information and historical behavior information of a historical user; A receiving module, used for receiving a unique identifier of an item selected by the target user from the predicted list of items to be handled, wherein the to-be-handled government service items corresponding to the unique identifier of the item include: multiple levels; The guidance module is used to obtain the list of matter information and explanatory information at each level, and guide the target user to complete the processing of the pending government service matters based on the list of matter information and explanatory information at each level.

9. An electronic device comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, characterized in that: When the processor executes the program, it implements the method for handling government service matters described in any one of claims 1 to 7.

10. A computer-readable storage medium having computer instructions stored thereon, characterized in that: When the instruction is executed by the processor, it implements the method for handling government service matters described in any one of claims 1 to 7.

11. A computer program product, characterized in that The computer program product includes a computer program, and when the computer program is executed by a processor, it implements the method for handling government service matters as described in any one of claims 1 to 7.

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