Installation and maintenance fault reporting service monitoring method and device, electronic equipment and storage medium

Abstract

The invention provides an installation and maintenance fault reporting service monitoring method and device, electronic equipment and a storage medium, and relates to the technical field of network services. The method comprises the steps of performing dialogue structure recombination on dialogue contents according to dialogue participants, and determining dialogue data; if the dialogue data is related to the installation and maintenance fault reporting service, determining installation and maintenance fault reporting service related information from the dialogue data; determining a solution corresponding to the installation and maintenance fault reporting service according to the installation and maintenance fault reporting service association information; and reporting the installation and maintenance fault reporting service association information and the solution corresponding to the installation and maintenance fault reporting service for monitoring. The dialogue content is subjected to dialogue structure recombination according to the dialogue participants to obtain the dialogue data, whether the dialogue data is related to the installation and maintenance fault reporting service or not is analyzed, and if yes, installation and maintenance fault reporting service related information and a corresponding solution are obtained and reported, so that unified monitoring and management and control of the installation and maintenance fault reporting service are achieved.

Description

Background Art

[0002] With the rapid development of information technology and the widespread application of the Internet, broadband networks have become one of the basic infrastructures of modern society, which has had a profound impact on people's daily life, work and study. In major cities, the penetration rate and user scale of broadband networks have reached unprecedented heights. However, with the rapid growth of broadband services, the quality and efficiency of installation and maintenance services have become important factors restricting user experience and the development of operators. Installation and maintenance services refer to the installation and maintenance services provided by operators, mainly including installation services, repair services, technical support and service upgrades.

[0003] In actual installation and maintenance scenarios, there are a large number of scenarios where external fault reporting is required. External fault reporting mainly refers to the process of reporting the fault (fault report) to the installation and maintenance team or relevant departments in a non-direct way after the user or system detects the problem when a broadband, network or other IT equipment fails. In many cases of external fault reporting, users and installation and maintenance personnel are in point-to-point contact; this process is often not tracked and managed by the management system. External fault reporting is usually manually identified and reported by the installation and maintenance personnel after the order is completed. In many cases, it is easy to miss orders for installation and maintenance fault reporting services and the process and quality of installation and maintenance fault reporting services are uncontrollable, making it impossible to achieve unified supervision of installation and maintenance fault reporting services.

[0004] It should be noted that the information disclosed in the above background technology section is only used to enhance the understanding of the background of the present disclosure, and therefore may include information that does not constitute the prior art known to ordinary technicians in the field. Summary of the invention

[0005] The present disclosure provides a method, device, electronic device and storage medium for monitoring installation and maintenance fault reporting services, which at least to a certain extent overcome the problem that installation and maintenance fault reporting services cannot be uniformly supervised.

[0006] Other features and advantages of the present disclosure will become apparent from the following detailed description, or may be learned in part by the practice of the present disclosure.

[0007] According to one aspect of the present disclosure, a method for monitoring installation and maintenance fault reporting services is provided, comprising:

[0008] Reorganize the conversation content into conversation structures according to the conversation participants to determine the conversation data;

[0009] If the conversation data is related to the installation and maintenance fault reporting service, determining the installation and maintenance fault reporting service related information from the conversation data;

[0010] Determine a solution corresponding to the installation and maintenance fault reporting service according to the installation and maintenance fault reporting service association information;

[0011] Report the installation and maintenance fault reporting service related information and the solution corresponding to the installation and maintenance fault reporting service for monitoring.

[0012] In some embodiments, the conversation content is reorganized into a conversation structure according to the conversation participants to determine the conversation data, including:

[0013] Acquire the conversation content; the conversation content includes: the calling conversation content, the called conversation content, and the complete conversation content, wherein the calling conversation content is narrated by the calling party of the conversation participant, and the called conversation content is narrated by the called party of the conversation participant;

[0014] Organizing the calling conversation content, the called conversation content and the complete conversation content into multiple conversation pairs according to the calling party and the called party;

[0015] Adding a calling party prefix and a called party prefix to each of the plurality of conversation pairs to determine a plurality of question-answer mode conversation text contents, thereby forming a question-answer mode conversation text content set; the calling party prefix indicates that the conversation is narrated by the calling party, and the called party prefix indicates that the conversation is narrated by the called party;

[0016] Determining an input prompt set according to the question-answer mode dialogue text content set; the input prompt set includes a plurality of input prompts;

[0017] The calling conversation content, the called conversation content, the complete conversation content, the question-and-answer mode conversation text content set, and the input prompt set are determined as conversation data.

[0018] In some embodiments, determining an input prompt set according to the question-answer mode dialogue text content set includes:

[0019] Dividing the multiple question-and-answer mode dialogue text contents in the question-and-answer mode dialogue text content set according to the set dialogue length to determine multiple groups of question-and-answer mode dialogue text contents;

[0020] Each set of question-answer mode dialogue text content in the multiple sets of question-answer mode dialogue text content is determined as an input prompt to form an input prompt set.

[0021] In some embodiments, if the conversation data is related to the installation and maintenance fault reporting service, determining the installation and maintenance fault reporting service related information from the conversation data includes:

[0022] Inputting the called party's conversation content of the conversation data into the first model for analysis to determine whether the conversation data is related to the installation and maintenance fault reporting service;

[0023] If the dialogue data is related to the installation and maintenance fault reporting service, the installation and maintenance fault reporting service related information is determined from the input prompt set of the dialogue data.

[0024] In some embodiments, if the dialogue data is related to the installation and maintenance fault reporting service, determining the installation and maintenance fault reporting service related information from the input prompt set of the dialogue data includes:

[0025] If the conversation data is related to the installation and maintenance fault reporting service, the fault type of the installation and maintenance fault reporting service is determined using the first model;

[0026] Traversing each input prompt of the input prompt set, and inputting the input prompt into the second model to determine the door-to-door service address, door-to-door service time and contact information of the installation and maintenance fault reporting service;

[0027] According to the door-to-door service time, the service mode is marked as door-to-door service;

[0028] The fault type, door-to-door service address, door-to-door service time and contact information of the installation and maintenance fault reporting service and the service method marked as door-to-door service are determined as the installation and maintenance fault reporting service associated information.

[0029] In some embodiments, determining a solution corresponding to the installation and maintenance fault reporting service according to the installation and maintenance fault reporting service association information includes:

[0030] Inputting the question-and-answer mode dialogue text content set of the installation and maintenance fault reporting service related information into a third model to extract the installation and maintenance fault summary description information;

[0031] A solution corresponding to the installation and maintenance fault reporting service is determined based on the fault type of the installation and maintenance fault reporting service associated information and the installation and maintenance fault summary description information.

[0032] In some embodiments, determining a solution corresponding to the installation and maintenance fault reporting service according to the fault type of the installation and maintenance fault reporting service associated information and the installation and maintenance fault summary description information includes:

[0033] According to the fault type of the installation and maintenance fault reporting service associated information, determine the major fault category corresponding to the fault type;

[0034] Inputting the summary description information of the installation and maintenance fault into the scoring classification model, and using the major fault categories as constraints of the scoring classification model to determine the recommended solutions and corresponding fault points;

[0035] The recommended solutions and corresponding fault points are sorted by feasibility priority according to the heat values ​​of the solutions, and the solution corresponding to the installation and maintenance fault reporting service is determined.

[0036] According to another aspect of the present disclosure, there is also provided a maintenance fault reporting service monitoring device, comprising:

[0037] A dialogue data determination module is used to restructure the dialogue content according to the dialogue participants and determine the dialogue data;

[0038] A module for determining installation and maintenance fault reporting service related information, for determining the installation and maintenance fault reporting service related information from the dialogue data if the dialogue data is related to the installation and maintenance fault reporting service;

[0039] A solution determination module, used to determine a solution corresponding to the installation and maintenance fault reporting service according to the installation and maintenance fault reporting service association information;

[0040] The reporting module is used to report the installation and maintenance fault reporting service related information and the solution corresponding to the installation and maintenance fault reporting service for monitoring.

[0041] According to another aspect of the present disclosure, an electronic device is also provided, which includes: a processor; and a memory for storing executable instructions of the processor; wherein the processor is configured to execute any one of the above-mentioned installation and maintenance fault reporting service monitoring methods by executing the executable instructions.

[0042] According to another aspect of the present disclosure, a computer-readable storage medium is provided, on which a computer program is stored. When the computer program is executed by a processor, the installation and maintenance fault reporting service monitoring method described in any one of the above is implemented.

[0043] According to another aspect of the present disclosure, a computer program product is also provided, including: a computer program or instructions, which, when executed by a processor, implements any one of the above-mentioned installation and maintenance fault reporting service monitoring methods.

[0044] The embodiment of the present disclosure provides a method, device, electronic device and storage medium for monitoring installation and maintenance fault reporting services. The method includes: reorganizing the dialogue content according to the dialogue participants to determine the dialogue data; if the dialogue data is related to the installation and maintenance fault reporting service, determining the installation and maintenance fault reporting service related information from the dialogue data; determining the solution corresponding to the installation and maintenance fault reporting service according to the installation and maintenance fault reporting service related information; reporting the installation and maintenance fault reporting service related information and the solution corresponding to the installation and maintenance fault reporting service for monitoring. The dialogue content is reorganized according to the dialogue participants to obtain the dialogue data, and the dialogue data is analyzed to see whether it is related to the installation and maintenance fault reporting service. If it is related, the installation and maintenance fault reporting service related information and the corresponding solution are obtained and reported, thereby realizing the unified monitoring and control of the installation and maintenance fault reporting service. Compared with the traditional manual identification and reporting method, the fault identification efficiency is higher and more accurate. The effective management of the installation and maintenance fault reporting service in the external fault reporting scenario is realized, and the service quality of the external fault reporting scenario is improved; at the same time, the corresponding solution of the installation and maintenance fault reporting service is also provided, which can greatly improve the efficiency of the installation and maintenance personnel in responding and solving problems, and improve the quality of the installation and maintenance service.

[0045] It is to be understood that the foregoing general description and the following detailed description are exemplary and explanatory only and are not restrictive of the present disclosure. BRIEF DESCRIPTION OF THE DRAWINGS

[0046] The accompanying drawings herein are incorporated into the specification and constitute a part of the specification, illustrate embodiments consistent with the present disclosure, and together with the specification are used to explain the principles of the present disclosure. Obviously, the accompanying drawings described below are only some embodiments of the present disclosure, and for ordinary technicians in this field, other accompanying drawings can be obtained based on these accompanying drawings without creative work.

[0047] Figure 1 A schematic diagram showing the system structure of a method for monitoring installation and maintenance fault reporting services in an embodiment of the present disclosure.

[0048] Figure 2 A schematic diagram of a method for monitoring installation and maintenance fault reporting services in an embodiment of the present disclosure is shown.

[0049] Figure 3 A schematic diagram of the process of determining dialogue data of a method for monitoring installation and maintenance fault reporting services in an embodiment of the present disclosure is shown.

[0050] Figure 4 A schematic diagram of the process of determining an input prompt set for a method for monitoring installation and maintenance fault reporting services in an embodiment of the present disclosure is shown.

[0051] Figure 5 A schematic diagram of the process of determining installation and maintenance fault reporting service associated information in a method for monitoring installation and maintenance fault reporting services in an embodiment of the present disclosure is shown.

[0052] Figure 6 A schematic diagram showing the specific process of determining installation and maintenance fault reporting service associated information in a method for monitoring installation and maintenance fault reporting services in an embodiment of the present disclosure is shown.

[0053] Figure 7 A schematic diagram of the process of determining a solution corresponding to an installation and maintenance fault reporting service in a method for monitoring an installation and maintenance fault reporting service in an embodiment of the present disclosure is shown.

[0054] Figure 8 A schematic diagram showing the specific process of determining a solution corresponding to an installation and maintenance fault reporting service in a method for monitoring an installation and maintenance fault reporting service in an embodiment of the present disclosure is shown.

[0055] Fig. 9 A flow chart showing the execution of a dialogue processing module of a method for monitoring installation and maintenance fault reporting services in an embodiment of the present disclosure is shown.

[0056] Fig.10 A flowchart showing the execution of an installation and maintenance dialogue analysis processing module of an installation and maintenance fault reporting service monitoring method in an embodiment of the present disclosure is shown.

[0057] Fig.11 A schematic diagram of a maintenance fault reporting service monitoring device in an embodiment of the present disclosure is shown.

[0058] Fig.12 A schematic diagram of a computer-readable storage medium of a method for monitoring installation and maintenance fault reporting services in an embodiment of the present disclosure is shown. DETAILED DESCRIPTION

[0059] Example embodiments will now be described more fully with reference to the accompanying drawings. However, example embodiments can be implemented in a variety of forms and should not be construed as limited to the examples set forth herein; rather, these embodiments are provided so that the disclosure will be more comprehensive and complete and to fully convey the concepts of the example embodiments to those skilled in the art. The described features, structures, or characteristics may be combined in any suitable manner in one or more embodiments.

[0060] In addition, the accompanying drawings are only schematic illustrations of the present disclosure and are not necessarily drawn to scale. The same reference numerals in the figures represent the same or similar parts, and their repeated description will be omitted. Some of the block diagrams shown in the accompanying drawings are functional entities and do not necessarily correspond to physically or logically independent entities. These functional entities can be implemented in software form, or implemented in one or more hardware modules or integrated circuits, or implemented in different networks and / or processor devices and / or microcontroller devices.

[0061] The specific implementation of the embodiment of the present disclosure is described in detail below with reference to the accompanying drawings.

[0062] Figure 1 FIG. 1 shows an exemplary application system architecture diagram to which the method in the embodiment of the present disclosure can be applied. Figure 1 As shown, the system architecture may include a terminal device 101 , a network 102 and a server 103 .

[0063] The network 102 is a medium for providing a communication link between the terminal device 101 and the server 103, and can be a wired network or a wireless network.

[0064] Optionally, the wireless network or wired network described above uses standard communication technology and / or protocol. The network is usually the Internet, but it can also be any network, including but not limited to a local area network (LAN), a metropolitan area network (MAN), a wide area network (WAN), a mobile, wired or wireless network, a dedicated network or any combination of a virtual private network). In some embodiments, the data exchanged through the network is represented by technologies and / or formats including Hyper Text Mark-up Language (HTML), Extensible Markup Language (XML), etc. In addition, conventional encryption technologies such as Secure Socket Layer (SSL), Transport Layer Security (TLS), Virtual Private Network (VPN), Internet Protocol Security (IPSec) can also be used to encrypt all or some links. In other embodiments, customized and / or dedicated data communication technologies can also be used to replace or supplement the above data communication technologies.

[0065] The terminal device 101 can be various electronic devices, including but not limited to smart phones, tablet computers, laptop computers, desktop computers, smart speakers, smart watches, wearable devices, augmented reality devices, virtual reality devices, etc.

[0066] Optionally, the client of the application installed in different terminal devices 101 is the same, or the client of the same type of application based on different operating systems. Based on the different terminal platforms, the specific form of the client of the application can also be different, for example, the application client can be a mobile client, a PC client, etc.

[0067] The server 103 may be a server that provides various services, such as a background management server that provides support for the device operated by the user using the terminal device 101. The background management server may analyze and process the received request and other data, and feed back the processing results to the terminal device.

[0068] Optionally, the server can be an independent physical server, a server cluster or distributed system composed of multiple physical servers, or a cloud server that provides basic cloud computing services such as cloud services, cloud databases, cloud computing, cloud functions, cloud storage, network services, cloud communications, middleware services, domain name services, security services, CDN (Content Delivery Network), as well as big data and artificial intelligence platforms.

[0069] Those skilled in the art will know that Figure 1 The number of terminal devices, networks and servers in the embodiment is only for illustration, and any number of terminal devices, networks and servers may be provided according to actual needs, and the embodiments of the present disclosure do not limit this.

[0070] Under the above system architecture, a method for monitoring installation and maintenance fault reporting services is provided in an embodiment of the present disclosure. The method can be executed by any electronic device with computing and processing capabilities.

[0071] In some embodiments, the installation and maintenance fault reporting service monitoring method provided in the embodiments of the present disclosure can be executed by the terminal device of the above-mentioned system architecture; in other embodiments, the installation and maintenance fault reporting service monitoring method provided in the embodiments of the present disclosure can be executed by the server in the above-mentioned system architecture; in other embodiments, the installation and maintenance fault reporting service monitoring method provided in the embodiments of the present disclosure can be implemented by the terminal device and the server in the above-mentioned system architecture through interaction.

[0072] In many areas, external fault reporting of installation and maintenance now accounts for about half of the related scenes of installation and maintenance fault reporting. However, since these external fault reports are point-to-point contacts between installation and maintenance personnel and customers, the monitoring of these installation and maintenance fault reports depends on the installation and maintenance personnel themselves to identify and report the status. In this case, the content of this part of the installation and maintenance fault report cannot be controlled in real time by the comprehensive dispatching system, and it is easy to miss reports. In addition, for this type of installation and maintenance fault report information, if the installation and maintenance personnel receive a lot of calls on the same day, they are easily affected by emotions because they feel that the task is heavy, and it is easy to have service attitude problems with customers due to emotions. And because these part of the installation and maintenance fault reports are not managed and there is no way to dispatch them in real time, it is impossible to achieve unified supervision of installation and maintenance fault reports.

[0073] Figure 2A schematic diagram of a method for monitoring a maintenance fault reporting service in an embodiment of the present disclosure is shown. Figure 2 As shown, the installation and maintenance fault reporting service monitoring method provided in the embodiment of the present disclosure includes the following steps:

[0074] Step S202: reorganizing the conversation content into a conversation structure according to the conversation participants to determine the conversation data;

[0075] Step S204: if the dialogue data is related to the installation and maintenance fault reporting service, determining the installation and maintenance fault reporting service related information from the dialogue data;

[0076] Step S206: Determine a solution corresponding to the installation and maintenance fault reporting service according to the installation and maintenance fault reporting service association information;

[0077] Step S208: reporting the installation and maintenance fault reporting service-related information and the installation and maintenance fault reporting service-corresponding solution for monitoring.

[0078] The conversation data is obtained by reorganizing the conversation structure according to the conversation participants, and analyzing whether the conversation data is related to the installation and maintenance fault reporting service. If it is related, the installation and maintenance fault reporting service related information and the corresponding solution are obtained and reported, thereby realizing the unified monitoring and control of the installation and maintenance fault reporting service. Compared with the traditional manual identification and reporting method, the fault identification efficiency is higher and more accurate. The effective management of the installation and maintenance fault reporting service in the external fault reporting scenario is realized, and the service quality of the external fault reporting scenario is improved; at the same time, the corresponding solution of the installation and maintenance fault reporting service is also provided, which can greatly improve the efficiency of the installation and maintenance personnel in responding and solving problems, and improve the quality of the installation and maintenance service.

[0079] Figure 3 A schematic diagram of the process of determining dialogue data of a method for monitoring a maintenance fault reporting service in an embodiment of the present disclosure is shown. Figure 3 As shown, in the embodiment, the conversation content is reorganized into a conversation structure according to the conversation participants to determine the conversation data, including:

[0080] Step S302: Acquire the conversation content; the conversation content includes: the calling conversation content, the called conversation content, and the complete conversation content. The calling conversation content is narrated by the calling party of the conversation participant, and the called conversation content is narrated by the called party of the conversation participant;

[0081] Step S304: organizing the calling conversation content, the called conversation content and the complete conversation content into multiple conversation pairs according to the calling party and the called party;

[0082] Step S306: adding a calling party prefix and a called party prefix to each of the multiple conversation pairs to determine a plurality of question-and-answer mode conversation text contents, thereby forming a question-and-answer mode conversation text content set; the calling party prefix indicates that the conversation is narrated by the calling party, and the called party prefix indicates that the conversation is narrated by the called party;

[0083] Step S308: determining an input prompt set according to the question-answer mode dialogue text content set; the input prompt set includes a plurality of input prompts;

[0084] Step S3010: Determine the calling party's conversation content, the called party's conversation content, the complete conversation content, the question-and-answer mode conversation text content set, and the input prompt set as conversation data.

[0085] The communication equipment of the installation and maintenance personnel is usually connected to the installation and maintenance external fault reporting system, which has an ASR (Automatic Speech Recognition) voice conversion platform, which can save the conversation voice between the installation and maintenance personnel and the user with authorization. The ASR voice conversion platform is used to convert the conversation voice between the installation and maintenance personnel and the user into dialogue text through voice recognition; the caller conversation content (caller_text), the called conversation content (callee_text) and the complete conversation content (full_text) can be obtained from the dialogue text; among them, the caller conversation content is narrated by the caller of the dialogue participant, the called conversation content is narrated by the called party of the dialogue participant, and the complete conversation content is the narration of both the caller and the called party. For example, in one case, the caller is the user who has a network failure, and the called party is the installation and maintenance personnel. The caller conversation content, the called conversation content and the complete conversation content belong to three types of dialogue texts.

[0086] The calling conversation content, the called conversation content and the complete conversation content are organized into multiple conversation pairs according to the calling party and the called party, wherein a conversation pair includes a continuous calling party narration and a called party narration; for example, in a conversation content, it includes the following: AABBCCDD, wherein AA is a calling party narration, BB is the next continuous called party narration, CC is the next continuous calling party narration, and DD is the next continuous called party narration; then AABB is organized into a conversation pair, and CCDD is organized into another conversation pair.

[0087] In multiple groups of dialogue pairs, a caller prefix "caller:" is added before the caller of each group of dialogue pairs, and a called party prefix "callee:" is added before the called party of each group of dialogue pairs, wherein the caller prefix indicates that the dialogue is narrated by the caller, and the called party prefix indicates that the dialogue is narrated by the called party; by adding the caller prefix and the called party prefix, the dialogue pairs are reorganized into question-and-answer mode dialogue text content; multiple question-and-answer mode dialogue text contents constitute a question-and-answer mode dialogue text content set (union_text). Each question-and-answer mode dialogue text content in the question-and-answer mode dialogue text content set is converted into an input prompt, and multiple input prompts are obtained to constitute an input prompt set. Through the above steps, the caller dialogue content caller_text, the called dialogue content callee_text, the complete dialogue content full_text, the question-and-answer mode dialogue text content set union_text, and the input prompt set prompts are obtained, and the caller dialogue content, the called dialogue content, the complete dialogue content, the question-and-answer mode dialogue text content set, and the input prompt set are determined as dialogue data.

[0088] Figure 4 A schematic diagram of a process of determining an input prompt set for a method for monitoring a maintenance fault reporting service in an embodiment of the present disclosure is shown. Figure 4 As shown, in the embodiment, the input prompt set is determined according to the question-answer mode dialogue text content set, including:

[0089] Step S402: dividing the multiple question-answer mode dialogue text contents in the question-answer mode dialogue text content set according to the set dialogue length to determine multiple groups of question-answer mode dialogue text contents;

[0090] Step S404: determining each set of question-answer mode dialogue text content in the multiple sets of question-answer mode dialogue text content as an input prompt to form an input prompt set.

[0091] Since the time length of the conversation content may be very long, the question-answering mode conversation text content set obtained after organization will also be very long. If the question-answering mode conversation text content set is input into the model as a whole for classification and recognition, the response of the model will be relatively slow. At the same time, due to the excessively long text input into the model, the accuracy and processing capacity of the model will be adversely affected. Therefore, it is necessary to divide the question-answering mode conversation text content set according to the processing capacity and performance parameters of the model. Specifically, the total number of conversation segments count owned by multiple question-answering mode conversation texts in the question-answering mode conversation text content set is counted, the approximate segment n is calculated according to the total number of conversation segments, and the set conversation length is calculated according to the approximate segment n. The multiple question-answering mode conversation text contents in the question-answering mode conversation text content set are divided according to the set conversation length to determine multiple groups of question-answering mode conversation text contents; and each group of question-answering mode conversation text contents in the multiple groups of question-answering mode conversation text contents is determined as an input prompt prompt, and multiple input prompt prompts are obtained, and the multiple input prompt prompts constitute an input prompt set prompts. Among them, one input prompt prompt is used as one input of the model.

[0092] Figure 5 A schematic diagram of the process of determining installation and maintenance fault reporting service associated information in a method for monitoring installation and maintenance fault reporting services in an embodiment of the present disclosure is shown. Figure 5 As shown, in the embodiment, if the dialogue data is related to the installation and maintenance fault reporting service, the installation and maintenance fault reporting service association information is determined from the dialogue data, including:

[0093] Step S502: inputting the called party's conversation content of the conversation data into the first model for analysis to determine whether the conversation data is related to the installation and maintenance fault reporting service;

[0094] Step S504: If the dialogue data is related to the installation and maintenance fault reporting service, the installation and maintenance fault reporting service related information is determined from the input prompt set of the dialogue data.

[0095] A first model is established to determine whether it is related to the installation and maintenance fault reporting service. The first model is a multi-classification model or a single classification model, a multi-task model based on the BERT (Bidirectional Encoder Representations from Transformers) pre-trained model. For example, the first model is trained to obtain a multi-classification model for determining whether it is an installation and maintenance fault reporting and the type of fault. The called conversation content callee_text is input into the multi-classification model for determining whether it is an installation and maintenance fault reporting and the type of fault for analysis to determine whether the called conversation content callee_text is related to the installation and maintenance fault reporting service. If the called conversation content callee_text is related to the installation and maintenance fault reporting service, then the installation and maintenance fault reporting service association information is determined from the input prompt set of the conversation data.

[0096] Figure 6 A schematic diagram showing a specific process of determining installation and maintenance fault reporting service associated information in a method for monitoring an installation and maintenance fault reporting service in an embodiment of the present disclosure is shown. Figure 6 As shown, in the embodiment, if the dialogue data is related to the installation and maintenance fault reporting service, the installation and maintenance fault reporting service related information is determined from the input prompt set of the dialogue data, including:

[0097] Step S602: If the conversation data is related to the installation and maintenance fault reporting service, the fault type of the installation and maintenance fault reporting service is determined using the first model;

[0098] Step S604: traverse each input prompt in the input prompt set, and input the input prompt into the second model to determine the door-to-door service address, door-to-door service time and contact information of the installation and maintenance fault reporting service;

[0099] Step S606: marking the service mode as door-to-door service according to the door-to-door service time;

[0100] Step S608: The fault type, door-to-door service address, door-to-door service time and contact information of the installation and maintenance fault reporting service and the service method marked as door-to-door service are determined as the installation and maintenance fault reporting service related information.

[0101] If the first model determines through analysis that the called conversation content callee_text is related to the installation and maintenance fault reporting service, then the multi-classification model that determines whether it is an installation and maintenance fault reporting and the fault type is used to further output the fault type of the installation and maintenance fault reporting service; for example, the fault type may include: WiFi fault, landline fault, TV fault, broadband fault, etc. Traverse each input prompt prompt in the input prompt set prompts, and input the prompt into the second model for information extraction to obtain the door-to-door service address, door-to-door service time and contact information of the installation and maintenance fault reporting service. The second model is a model for information extraction, which can be obtained based on the BERT pre-training model. Because the process of information extraction cannot determine which prompt group dialogue it is in, each time a piece of information is extracted from the traversed prompt, there is no need to pay attention to the extracted information in the next traversed prompt, and there is no need to pay attention to the extracted prompts until all the required information is obtained or each prompt in the prompts is traversed, then this step is terminated to obtain the required door-to-door service address, door-to-door service time and contact information. The service modes of installation and maintenance fault reporting services are divided into online services and door-to-door services. In this embodiment, it is necessary to determine whether a door-to-door service is required. If the door-to-door time is obtained in the previous step, it can be considered that door-to-door service is required, and the service mode can be marked as door-to-door service based on the door-to-door service time. Furthermore, if no information related to the door-to-door service time is obtained, the prompts in prompts are traversed and used as the input of the classification model (based on the BERT pre-trained model to mainly complete the judgment of whether to provide door-to-door service or other models that can achieve classification, and the model form is not limited). If the judgment result of any classification model is yes, the traversal is stopped, otherwise the traversal of the entire prompts is completed. The fault type, door-to-door service address, door-to-door service time and contact information of the installation and maintenance fault reporting service obtained above, as well as the service method marked as door-to-door service, are determined as the installation and maintenance fault reporting service related information.

[0102] Figure 7 A schematic diagram of the process of determining a solution corresponding to an installation and maintenance fault reporting service in a method for monitoring an installation and maintenance fault reporting service in an embodiment of the present disclosure is shown. Figure 7 As shown, in the embodiment, according to the installation and maintenance fault reporting service association information, determining the solution corresponding to the installation and maintenance fault reporting service includes:

[0103] Step S702: inputting the question-and-answer mode dialogue text content set of the installation and maintenance fault reporting service related information into the third model to extract the installation and maintenance fault summary description information;

[0104] Step S704: Determine a solution corresponding to the installation and maintenance fault reporting service according to the fault type and the installation and maintenance fault summary description information of the installation and maintenance fault reporting service associated information.

[0105] After determining that the conversation data is related to the installation and maintenance fault reporting service, the question-answer mode conversation text content set union_text is input into the third model for summary extraction of fault summaries, and the installation and maintenance fault summary description information is extracted. The third model is a model for installation and maintenance fault summary extraction, which can be obtained based on the BERT pre-trained model. According to the fault type and installation and maintenance fault summary description information obtained in the above steps, the solution corresponding to the installation and maintenance fault reporting service is determined; further, the solution corresponding to the installation and maintenance fault reporting service can be used as a knowledge base for installation and maintenance fault solutions.

[0106] Figure 8 A schematic diagram showing a specific process of determining a solution corresponding to an installation and maintenance fault reporting service in a method for monitoring an installation and maintenance fault reporting service in an embodiment of the present disclosure is shown. Figure 8 As shown, in the embodiment, according to the fault type and the summary description information of the installation and maintenance fault reporting service associated information, the solution corresponding to the installation and maintenance fault reporting service is determined, including:

[0107] Step S802: Determine the major fault category corresponding to the fault type according to the fault type of the installation and maintenance fault reporting service associated information;

[0108] Step S804: input the summary description information of the installation and maintenance fault into the scoring classification model, and use the major fault categories as constraints of the scoring classification model to determine the recommended solutions and corresponding fault points;

[0109] Step S806: The recommended solutions and corresponding fault points are sorted by feasibility priority according to the heat values ​​of the solutions, and the solution corresponding to the installation and maintenance fault reporting service is determined.

[0110] Determine the major fault category corresponding to the fault type according to the fault type; for example, the major fault categories are mainly divided into: network connection problems, hardware failures, software failures, configuration problems, power problems, environmental factors, improper user operations and safety issues. Use the major fault category as the constraint condition of the scoring classification model for scope constraint, input the summary description information of the installation and maintenance fault into the scoring classification model, and output the recommended solution and the corresponding fault point; the scoring classification model can use a multi-classification model based on BERT pre-training or other classification models. The output recommended solution and corresponding fault point output by the scoring classification model are all possible recommended solutions and corresponding fault points that are greater than the score (the customer's evaluation score of service satisfaction). Obtain the heat value of the recommended solution and the solution corresponding to the corresponding fault. The heat value refers to the frequency of use of the solution in a unit time. Use the heat value to prioritize the feasibility of the solution, obtain the solution and the corresponding fault point sequence, and determine the solution and the corresponding fault point as the solution corresponding to the installation and maintenance fault reporting service.

[0111] In the embodiment, the installation and maintenance fault reporting service related information and the solution corresponding to the installation and maintenance fault reporting service are reported for monitoring. Specifically, the fault type, door-to-door service address, door-to-door service time and contact information of the installation and maintenance fault reporting service, and the service method marked as door-to-door service are uploaded to the platform system in combination with the solution corresponding to the installation and maintenance fault reporting service for management and monitoring.

[0112] The disclosed embodiment realizes the ability to timely monitor the scenario of external fault reporting during installation and maintenance, and can provide relatively excellent solution suggestions and common fault point information for such faults based on information such as the description of the fault. This greatly improves the efficiency of installation and maintenance, and improves the service quality and user satisfaction of installation and maintenance. According to the characteristics of the installation and maintenance conversation data between installation and maintenance personnel and customers, a set of intelligent monitoring solutions for external fault reporting during maintenance is designed, which can realize timely monitoring of external installation and maintenance fault reporting information, obtain detailed information related to the installation and maintenance fault reporting, and recommend corresponding solutions and fault point information, thereby realizing real-time monitoring of external fault reporting during installation and maintenance and realizing real-time management by comprehensive maintenance on the one hand, and can also provide relevant solutions with corresponding priority sorting based on the relevant fault type and description information through the scoring classification model and the heat value (the frequency of application of relevant faults and solutions). According to the characteristics of the installation and maintenance conversation data between installation and maintenance personnel and customers, a method and device for monitoring external fault reporting during maintenance are designed. This solution can realize real-time monitoring of the external fault reporting scenario of the installation and maintenance, and can accurately extract the relevant information of the external fault reporting, and can provide priority-sorted and inferred solutions and fault point information based on key fault type information and fault description information.

[0113] The embodiment of the present invention also provides an execution process of an installation and maintenance fault reporting service monitoring method, which is mainly executed by a dialogue processing module and an installation and maintenance dialogue analysis processing module.

[0114] Fig. 9 FIG. 1 shows a flow chart of the execution of a dialogue processing module of a maintenance fault reporting service monitoring method in an embodiment of the present disclosure. Fig. 9 As shown, in the embodiment, the main execution process of the dialogue processing module includes:

[0115] start;

[0116] Get the calling conversation content caller_text, the called conversation content callee_text, and the full conversation content full_text;

[0117] Restructure the dialogue content to obtain the question-answer mode dialogue text content set union_text;

[0118] According to the number of dialogues in the union_text dialogue text, the dialogue text is divided into dialogue pairs with n paragraphs as units;

[0119] Each group of segmented dialogue pairs is constructed into an input prompt of a model, forming an input prompt set prompts;

[0120] Deliver callee_text, caller_text, full_text, union_text, and prompts as structured data to the maintenance dialogue analysis and processing module;

[0121] Finish.

[0122] Fig.10 The execution flow chart of the installation and maintenance dialogue analysis processing module of the installation and maintenance fault reporting service monitoring method in the embodiment of the present disclosure is shown as follows: Fig.10 As shown, in the embodiment, the main execution process of the installation and maintenance dialogue analysis processing module includes:

[0123] start;

[0124] Parse callee_text, caller_text, full_text, union_text and prompts;

[0125] Based on callee_text, a multi-label classification model is used to determine whether it is a fault reporting dialogue and the fault type;

[0126] If yes, it will traverse each prompt and use each prompt as the model input. The model will extract the following content based on the prompt content: door-to-door service time, door-to-door service address, reserved phone number, etc.

[0127] Determine whether a valid door-to-door service time or door-to-door service address has been obtained;

[0128] If no valid door-to-door service time or address is obtained, each prompt is traversed, and each prompt is used as the input of the door-to-door service classification model to obtain the result of whether the door-to-door service is provided (yes / no)

[0129] If a valid door-to-door service time or address is obtained, mark whether door-to-door service is provided as yes;

[0130] Use union_text as the input of the extraction model of the installation and maintenance fault report summary to summarize the relevant description information of the installation and maintenance fault report description and the solution process;

[0131] Using the fault type as the first index, find all possible solutions and fault points for this type of fault from the installation and maintenance solution knowledge base;

[0132] The installation and maintenance fault description information is used as the input of the multi-classification scoring model, and all solutions and fault points with scores greater than score are selected. These solutions are prioritized according to their heat values, and the sorted results are given.

[0133] Upload information such as fault type, whether to provide door-to-door service, door-to-door service time, door-to-door service address, reserved phone number, fault information description, possible solutions and fault point for monitoring;

[0134] Finish.

[0135] The disclosed embodiment analyzes the content of the dialogue between the installation and maintenance personnel and the customer quality inspection, and first determines whether the dialogue is related to installation and maintenance based on the key information of the dialogue content. For dialogues related to installation and maintenance, the following key information is extracted based on the content of the dialogue: fault type (wifi, landline, TV, etc.), whether to provide door-to-door service (yes or no), door-to-door service time, door-to-door service address, reserved phone number, fault information description, possible solutions and fault points. Then, these information results are pushed to the comprehensive adjustment system to synchronize the information between the external fault reporting monitoring information system and the comprehensive adjustment system. The comprehensive adjustment system realizes unified management of the bill according to the pushed external fault reporting information, thereby realizing effective detection of external installation and maintenance fault reporting, improving the service quality of installation and maintenance, and improving customer satisfaction with the service. In the embodiment, three texts callee_text, caller_text, and full_text collected by the voice platform are received. According to the installation and maintenance conversation text, the dialogue process is reorganized into the dialogue text content union_text in the question-and-answer mode. Count the total number of conversation segments count in union_text, and calculate the approximate number of n conversation segments according to the total number of conversation segments count. Input each group separated in step 3 as a model into prompt, and organize all prompts into a prompts list. Send callee_text, caller_text, full_text, and prompts to the maintenance conversation intelligent analysis and processing module as model input. According to the conversation data content (callee_text, caller_text, union_text, prompts) of the conversation processing module, extract the following key information: fault type (wifi, landline, TV, etc.), whether to provide door-to-door service (yes or no), door-to-door service time, door-to-door service address, reserved phone number, fault information description, and provide possible solutions and fault points according to the fault content. First, the callee_text called conversation content is input into the multi-classification model (based on the BERT pre-trained model to implement a multi-classification model or a single classification model, a multi-task model, etc.) of whether it is a maintenance report and the fault type. The model mainly outputs whether it is a maintenance report (yes or not) and if it is a report, it will give the specific fault type (wifi, fixed-line, TV, etc.). If the output of the model is that the conversation content is a customer reporting a maintenance report, then traverse each prompt in prompts and use the prompt as the input of the information extraction (address relationship, entity) model (the model form is not limited) to extract the door-to-door service address (the address where the customer reports the fault), the door-to-door service time, the customer's reserved phone number and other information.Because the extracted information cannot be determined in which prompt group dialogue, each time a piece of information is extracted from the traversed prompt, the next traversed prompt does not need to pay attention to the extracted information, and it needs to pay attention again until all the required information is obtained or each prompt in prompts is traversed, then this step ends. As a result, if the door-to-door service time information is obtained, it is considered that the door-to-door service is required, that is, the information whether the door-to-door service is required is marked as yes. If the door-to-door service time information is not obtained, the prompts in prompts are traversed and used as the input of the classification model (based on the bert pre-training model to mainly complete the judgment of whether the door-to-door service is provided or other models that can realize classification, the model form is not limited). If the judgment result of any model is yes, the traversal is stopped, otherwise until the entire prompts traversal is completed. According to the above steps, if the dialogue is a maintenance fault reporting dialogue, union_text is used as the maintenance fault summary extraction model (the model form is not limited) to extract the entire maintenance fault description and solution related information from union_text. According to the fault type obtained in the above steps and the summary description of the maintenance fault in step 4, the installation fault solution knowledge base is used as the input to give the possible solutions to the current maintenance fault and sort them according to priority. The specific steps are: first find the major categories corresponding to the relevant faults according to the fault type. Then, the maintenance fault summary description information is used as the input of the installation fault solution selection model and input into the scoring classification model (using a multi-classification model based on BERT pre-training or other classification models, the model form is not limited). The model gives all possible recommended solutions and corresponding fault points that are greater than the score, and then sorts the feasibility of the solutions according to the heat value (frequency of use) of each solution according to the recommended solution, and outputs it to the user. The system will then finish the task and push the key information such as the fault type (wifi, landline, TV, etc.), whether to provide door-to-door service (yes or no), door-to-door service time, door-to-door service address, reserved phone number, fault information description, recommended possible solutions and fault point to the comprehensive maintenance dispatch system. It can monitor and control the external fault reporting information of the installation and maintenance personnel, and it is more efficient and accurate in identifying faults than the traditional manual identification method. In addition, it can accurately extract the information related to the fault reporting and provide possible solutions based on historical data analysis, which can greatly improve the efficiency of the installation and maintenance personnel in responding and solving problems, and improve the quality of installation and maintenance services.

[0136] Using the three conversation texts of the installation and maintenance personnel collected by the voice data collection platform, the conversation is first reorganized into a standard dialogue model according to the content of the conversation text, and the reorganized conversation is divided into conversation segments that the model can process in units of approximately n segments according to the length of the conversation and the processing effect of the model on the text, which are used as model inputs. Then the conversation data analysis model analyzes and processes the corresponding conversation data according to the characteristics of the conversation data to obtain the installation and maintenance related information output by the model, and queries the possible solutions for such faults from the installation and maintenance solution knowledge base according to the acquired fault type and fault description information according to the scoring classification model, and sorts the priority of the relevant solutions according to the scoring system of the solution and the heat value (the frequency of related solutions and fault applications). Through this solution, it is possible to monitor the scene of external fault reporting of installation and maintenance in a timely manner, and it can provide relatively excellent solution suggestions and common fault point information for such faults based on information such as the description of the fault. This greatly improves the efficiency of installation and maintenance disposal, and improves the service quality and user satisfaction of installation and maintenance.

[0137] It should be noted that the acquisition, storage, use, and processing of data in the technical solution disclosed in this disclosure are in compliance with the relevant provisions of national laws and regulations, and various types of data such as personal identity data, operation data, behavioral data, etc. related to individuals, customers, and groups obtained in the embodiments of this disclosure have all been authorized.

[0138] Based on the same inventive concept, the disclosed embodiment also provides a maintenance fault reporting service monitoring device, as described in the following embodiment. Since the principle of solving the problem in the device embodiment is similar to that in the above method embodiment, the implementation of the device embodiment can refer to the implementation of the above method embodiment, and the repeated parts will not be repeated.

[0139] Fig.11 A schematic diagram of a maintenance fault reporting service monitoring device in an embodiment of the present disclosure is shown. Fig.11 As shown, the device comprises:

[0140] A dialogue data determination module 1101 is used to restructure the dialogue content according to the dialogue participants and determine the dialogue data;

[0141] The installation and maintenance fault reporting service related information determination module 1102 is used to determine the installation and maintenance fault reporting service related information from the dialogue data if the dialogue data is related to the installation and maintenance fault reporting service;

[0142] A solution determination module 1103 is used to determine a solution corresponding to the installation and maintenance fault reporting service according to the installation and maintenance fault reporting service association information;

[0143] The reporting module 1104 is used to report the installation and maintenance fault reporting service related information and the solution corresponding to the installation and maintenance fault reporting service for monitoring.

[0144] It should be noted that the examples and application scenarios implemented by the modules in the above-mentioned device embodiment are the same as those of the corresponding steps in the method embodiment, but are not limited to the contents disclosed in the above-mentioned method embodiment. It should be noted that the above-mentioned modules as part of the device can be executed in a computer system such as a set of computer executable instructions.

[0145] Those skilled in the art will appreciate that various aspects of the present disclosure may be specifically implemented in the following forms, namely: a complete hardware implementation, a complete software implementation (including firmware, microcode, etc.), or an implementation that combines hardware and software aspects, which may be collectively referred to herein as a "circuit," "module," or "system."

[0146] Based on the same inventive concept, an electronic device is also provided in an embodiment of the present disclosure, the electronic device comprising: a processor; and a memory for storing executable instructions of the processor; wherein the processor is configured to execute any one of the above-mentioned installation and maintenance fault reporting service monitoring methods by executing the executable instructions. Since the principle of solving the problem in the electronic device embodiment is similar to that in the above-mentioned method embodiment, the implementation of the electronic device embodiment can refer to the implementation of the above-mentioned method embodiment, and the repeated parts will not be repeated.

[0147] Refer to the following Fig.12 1200 according to this embodiment of the present disclosure is described. Fig.12 The electronic device 1200 shown is merely an example and should not bring any limitation to the functions and scope of use of the embodiments of the present disclosure.

[0148] like Fig.12 As shown, the electronic device 1200 is in the form of a general computing device. The components of the electronic device 1200 may include but are not limited to: at least one processing unit 1210, at least one storage unit 1220, and a bus 1230 connecting different system components (including the storage unit 1220 and the processing unit 1210).

[0149] Among them, the storage unit stores a program code, and the program code can be executed by the processing unit 1210, so that the processing unit 1210 executes the steps described in the above "Exemplary Method" section of this specification according to various exemplary embodiments of the present disclosure. For example, the processing unit 1210 can execute the following steps of the above method embodiment: reorganize the conversation content according to the conversation structure of the conversation participants to determine the conversation data; if the conversation data is related to the installation and maintenance fault reporting service, determine the installation and maintenance fault reporting service association information from the conversation data; determine the installation and maintenance fault reporting service corresponding solution based on the installation and maintenance fault reporting service association information; report the installation and maintenance fault reporting service association information and the installation and maintenance fault reporting service corresponding solution for monitoring.

[0150] The storage unit 1220 may include a readable medium in the form of a volatile storage unit, such as a random access storage unit (RAM) 12201 and / or a cache storage unit 12202 , and may further include a read-only storage unit (ROM) 12203 .

[0151] The storage unit 1220 may also include a program / utility 12204 having a set (at least one) of program modules 12205, such program modules 12205 including but not limited to: an operating system, one or more application programs, other program modules, and program data, each of which or some combination may include an implementation of a network environment.

[0152] Bus 1230 may represent one or more of several types of bus structures, including a memory unit bus or memory unit controller, a peripheral bus, an accelerated graphics port, a processing unit, or a local bus using any of a variety of bus architectures.

[0153] The electronic device 1200 may also communicate with one or more external devices 1240 (e.g., keyboards, pointing devices, Bluetooth devices, etc.), may also communicate with one or more devices that enable a user to interact with the electronic device 1200, and / or communicate with any device that enables the electronic device 1200 to communicate with one or more other computing devices (e.g., routers, modems, etc.). Such communication may be performed via an input / output (I / O) interface 1250. Furthermore, the electronic device 1200 may also communicate with one or more networks (e.g., local area networks (LANs), wide area networks (WANs), and / or public networks, such as the Internet) via a network adapter 1260. As shown, the network adapter 1260 communicates with other modules of the electronic device 1200 via a bus 1230. It should be understood that, although not shown in the figure, other hardware and / or software modules may be used in conjunction with the electronic device 1200, including but not limited to: microcode, device drivers, redundant processing units, external disk drive arrays, RAID systems, tape drives, and data backup storage systems.

[0154] Through the description of the above implementation, it is easy for those skilled in the art to understand that the example implementation described here can be implemented by software, or by software combined with necessary hardware. Therefore, the technical solution according to the implementation of the present disclosure can be embodied in the form of a software product, which can be stored in a non-volatile storage medium (which can be a CD-ROM, a USB flash drive, a mobile hard disk, etc.) or on a network, including several instructions to enable a computing device (which can be a personal computer, a server, a terminal device, or a network device, etc.) to execute the method according to the implementation of the present disclosure.

[0155] Based on the same inventive concept, the embodiment of the present disclosure also provides a computer-readable storage medium on which a computer program is stored. When the computer program is executed by a processor, any of the above-mentioned installation and maintenance fault reporting service monitoring methods is implemented. Since the principle of solving the problem in the embodiment of the computer-readable storage medium is similar to that in the above-mentioned method embodiment, the implementation of the embodiment of the computer-readable storage medium can refer to the implementation of the above-mentioned method embodiment, and the repeated parts will not be repeated.

[0156] More specific examples of computer-readable storage media in the present disclosure may include, but are not limited to, an electrical connection having one or more conductors, a portable computer disk, a hard disk, a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), optical fiber, a portable compact disk read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing.

[0157] In the present disclosure, a computer readable storage medium may include a data signal propagated in baseband or as part of a carrier wave, wherein a readable program code is carried. Such propagated data signals may take a variety of forms, including but not limited to electromagnetic signals, optical signals, or any suitable combination of the above. A readable signal medium may also be any readable medium other than a readable storage medium, which may send, propagate, or transmit a program for use by or in conjunction with an instruction execution system, apparatus, or device.

[0158] Alternatively, the program code contained on the computer-readable storage medium may be transmitted using any appropriate medium, including but not limited to wireless, wired, optical cable, RF, etc., or any suitable combination of the foregoing.

[0159] In a specific implementation, the program code for performing the operations of the present disclosure may be written in any combination of one or more programming languages, including object-oriented programming languages ​​such as Java, C++, etc., and conventional procedural programming languages ​​such as "C" or similar programming languages. The program code may be executed entirely on the user computing device, partially on the user device, as a separate software package, partially on the user computing device and partially on a remote computing device, or entirely on a remote computing device or server. In the case of a remote computing device, the remote computing device may be connected to the user computing device through any type of network, including a local area network (LAN) or a wide area network (WAN), or may be connected to an external computing device (e.g., using an Internet service provider to connect through the Internet).

[0160] Based on the same inventive concept, a computer program product is also provided in the embodiments of the present disclosure, including a computer program product, including: a computer program or an instruction, which, when executed by a processor, implements any one of the above-mentioned method embodiments in terms of the installation and maintenance fault reporting service monitoring method. Since the principle of solving the problem in the computer program product embodiment is similar to that in the above-mentioned method embodiment, the implementation of the computer program product embodiment can refer to the implementation of the above-mentioned method embodiment, and the repeated parts will not be repeated.

[0161] It should be noted that, although several modules or units of the device for action execution are mentioned in the above detailed description, this division is not mandatory. In fact, according to the embodiments of the present disclosure, the features and functions of two or more modules or units described above can be embodied in one module or unit. On the contrary, the features and functions of one module or unit described above can be further divided into multiple modules or units to be embodied.

[0162] In addition, although the steps of the method in the present disclosure are described in a specific order in the drawings, this does not require or imply that the steps must be performed in this specific order, or that all the steps shown must be performed to achieve the desired results. Additionally or alternatively, some steps may be omitted, multiple steps may be combined into one step, and / or one step may be decomposed into multiple steps, etc.

[0163] Through the description of the above implementation, it is easy for those skilled in the art to understand that the example implementation described here can be implemented by software, or by software combined with necessary hardware. Therefore, the technical solution according to the implementation of the present disclosure can be embodied in the form of a software product, which can be stored in a non-volatile storage medium (which can be a CD-ROM, a USB flash drive, a mobile hard disk, etc.) or on a network, including several instructions to enable a computing device (which can be a personal computer, a server, a mobile terminal, or a network device, etc.) to execute the method according to the implementation of the present disclosure.

[0164] Those skilled in the art will readily appreciate other embodiments of the present disclosure after considering the specification and practicing the invention disclosed herein. The present disclosure is intended to cover any variations, uses or adaptations of the present disclosure, which follow the general principles of the present disclosure and include common knowledge or customary techniques in the art that are not disclosed in the present disclosure. The description and examples are intended to be exemplary only, and the true scope and spirit of the present disclosure are indicated by the appended claims.

Claims

1. A method for monitoring installation and maintenance fault reporting services, characterized in that: include: Reorganize the conversation content into conversation structures according to the conversation participants to determine the conversation data; If the conversation data is related to the installation and maintenance fault reporting service, determining the installation and maintenance fault reporting service related information from the conversation data; Determine a solution corresponding to the installation and maintenance fault reporting service according to the installation and maintenance fault reporting service association information; Report the installation and maintenance fault reporting service related information and the solution corresponding to the installation and maintenance fault reporting service for monitoring.

2. The installation and maintenance fault reporting service monitoring method according to claim 1 is characterized in that: Restructure the conversation content according to the conversation participants and determine the conversation data, including: Acquire the conversation content; the conversation content includes: the calling conversation content, the called conversation content, and the complete conversation content, wherein the calling conversation content is narrated by the calling party of the conversation participant, and the called conversation content is narrated by the called party of the conversation participant; Organizing the calling conversation content, the called conversation content and the complete conversation content into multiple conversation pairs according to the calling party and the called party; Adding a calling party prefix and a called party prefix to each of the plurality of conversation pairs to determine a plurality of question-answer mode conversation text contents, thereby forming a question-answer mode conversation text content set; the calling party prefix indicates that the conversation is narrated by the calling party, and the called party prefix indicates that the conversation is narrated by the called party; Determining an input prompt set according to the question-answer mode dialogue text content set; the input prompt set includes a plurality of input prompts; The calling conversation content, the called conversation content, the complete conversation content, the question-and-answer mode conversation text content set, and the input prompt set are determined as conversation data.

3. The installation and maintenance fault reporting service monitoring method according to claim 2 is characterized in that: Determining an input prompt set according to the question-answer mode dialogue text content set includes: Dividing the multiple question-and-answer mode dialogue text contents in the question-and-answer mode dialogue text content set according to the set dialogue length to determine multiple groups of question-and-answer mode dialogue text contents; Each set of question-answer mode dialogue text content in the multiple sets of question-answer mode dialogue text content is determined as an input prompt to form an input prompt set.

4. The installation and maintenance fault reporting service monitoring method according to claim 2 is characterized in that: If the dialogue data is related to the installation and maintenance fault reporting service, then determining the installation and maintenance fault reporting service related information from the dialogue data includes: Inputting the called party's conversation content of the conversation data into the first model for analysis to determine whether the conversation data is related to the installation and maintenance fault reporting service; If the dialogue data is related to the installation and maintenance fault reporting service, the installation and maintenance fault reporting service related information is determined from the input prompt set of the dialogue data.

5. The installation and maintenance fault reporting service monitoring method according to claim 4 is characterized in that: If the dialogue data is related to the installation and maintenance fault reporting service, the installation and maintenance fault reporting service related information is determined from the input prompt set of the dialogue data, including: If the conversation data is related to the installation and maintenance fault reporting service, the fault type of the installation and maintenance fault reporting service is determined using the first model; Traversing each input prompt of the input prompt set, and inputting the input prompt into the second model to determine the door-to-door service address, door-to-door service time and contact information of the installation and maintenance fault reporting service; According to the door-to-door service time, the service mode is marked as door-to-door service; The fault type, door-to-door service address, door-to-door service time and contact information of the installation and maintenance fault reporting service and the service method marked as door-to-door service are determined as the installation and maintenance fault reporting service associated information.

6. The installation and maintenance fault reporting service monitoring method according to claim 5 is characterized in that: Determining a solution corresponding to the installation and maintenance fault reporting service according to the installation and maintenance fault reporting service association information includes: Inputting the question-and-answer mode dialogue text content set of the installation and maintenance fault reporting service related information into a third model to extract the installation and maintenance fault summary description information; A solution corresponding to the installation and maintenance fault reporting service is determined based on the fault type of the installation and maintenance fault reporting service associated information and the installation and maintenance fault summary description information.

7. The installation and maintenance fault reporting service monitoring method according to claim 6 is characterized in that: Determining a solution corresponding to the installation and maintenance fault reporting service according to the fault type of the installation and maintenance fault reporting service associated information and the installation and maintenance fault summary description information, including: According to the fault type of the installation and maintenance fault reporting service associated information, determine the major fault category corresponding to the fault type; Inputting the summary description information of the installation and maintenance fault into the scoring classification model, and using the major fault categories as constraints of the scoring classification model to determine the recommended solutions and corresponding fault points; The recommended solutions and corresponding fault points are sorted by feasibility priority according to the heat values ​​of the solutions, and the solution corresponding to the installation and maintenance fault reporting service is determined.

8. A maintenance fault service monitoring device, characterized in that: include: A dialogue data determination module is used to restructure the dialogue content according to the dialogue participants and determine the dialogue data; A module for determining installation and maintenance fault reporting service related information, for determining the installation and maintenance fault reporting service related information from the dialogue data if the dialogue data is related to the installation and maintenance fault reporting service; A solution determination module, used to determine a solution corresponding to the installation and maintenance fault reporting service according to the installation and maintenance fault reporting service association information; The reporting module is used to report the installation and maintenance fault reporting service related information and the solution corresponding to the installation and maintenance fault reporting service for monitoring.

9. An electronic device, characterized in that: include: processor; as well as A memory, configured to store executable instructions of the processor; Wherein, the processor is configured to execute the installation and maintenance fault reporting service monitoring method described in any one of claims 1 to 7 by executing the executable instructions.

10. A computer-readable storage medium having a computer program stored thereon, characterized in that: When the computer program is executed by a processor, the installation and maintenance fault reporting service monitoring method described in any one of claims 1 to 7 is implemented.

11. A computer program product comprising: A computer program or instruction, characterized in that when the computer program or instruction is executed by a processor, it implements the installation and maintenance fault reporting service monitoring method described in any one of claims 1 to 7.

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