Method and device for monitoring installation and maintenance of obstacles, electronic equipment and storage medium

Abstract

The present disclosure provides a kind of equipment maintenance and obstacle service monitoring method, device, electronic equipment and storage medium, it is related to network service technical field.The method comprises: the dialogue content is reorganized according to dialogue participant, determines dialogue data;If dialogue data is related to equipment maintenance and obstacle service, then determine equipment maintenance and obstacle service association information from dialogue data;According to equipment maintenance and obstacle service association information, determine the solution corresponding to equipment maintenance and obstacle service;Report equipment maintenance and obstacle service association information and the solution corresponding to equipment maintenance and obstacle service to carry out monitoring.Through the dialogue content is reorganized according to dialogue participant, obtains dialogue data, analyzes whether dialogue data is related to equipment maintenance and obstacle service, if relevant, obtains equipment maintenance and obstacle service association information and corresponding solution from it and reports, so as to realize the unified monitoring and control of equipment maintenance and obstacle service.

Description

Technical Field

[0001] This disclosure relates to the field of network service technology, and in particular to a method, device, electronic device and storage medium for monitoring installation and maintenance fault reporting services. Background Technology

[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, profoundly impacting people's daily lives, work, and studies. In major cities, the penetration rate and user base 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 crucial factors restricting user experience and operator development. 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 numerous instances of external fault reporting. External fault reporting refers to the process where, when broadband, network, or other IT equipment malfunctions, users or the system detects the problem and reports the fault to the installation and maintenance team or relevant departments through methods other than direct in-home visits. Because external fault reporting often involves point-to-point communication between users and installation / maintenance personnel, it is frequently difficult for management systems to track and control. External fault reporting is typically done manually by installation / maintenance personnel after an order is completed, which often leads to missed orders and uncontrollable processes and quality, hindering unified supervision of the fault reporting service.

[0004] It should be noted that the information disclosed in the background section above is only used to enhance the understanding of the background of this disclosure, and therefore may include information that does not constitute prior art known to those skilled in the art. Summary of the Invention

[0005] This disclosure provides a method, device, electronic equipment, and storage medium for monitoring maintenance and repair reporting services, which at least to some extent overcomes the problem of the inability to uniformly regulate maintenance and repair reporting services.

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

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

[0008] Reorganize the dialogue content according to the dialogue participants to determine the dialogue data;

[0009] If the dialogue data is related to the installation and maintenance fault reporting service, then the installation and maintenance fault reporting service association information is determined from the dialogue data;

[0010] Based on the installation and maintenance fault reporting service association information, determine the solution corresponding to the installation and maintenance fault reporting service;

[0011] Report the associated information of the installation and maintenance fault reporting service and the corresponding solutions for monitoring.

[0012] In some embodiments, the dialogue content is restructured according to the dialogue participants to determine the dialogue data, including:

[0013] Obtain the dialogue content; the dialogue content includes: the calling party's dialogue content, the called party's dialogue content, and the complete dialogue content, wherein the calling party's dialogue content is narrated by the calling party of the dialogue participants, and the called party's dialogue content is narrated by the called party of the dialogue participants.

[0014] The calling party's dialogue content, the called party's dialogue content, and the complete dialogue content are organized into multiple dialogue pairs according to the calling party and the called party;

[0015] Each of the multiple dialogue pairs is further divided into a calling party prefix and a called party prefix to determine multiple question-and-answer mode dialogue text contents, forming a question-and-answer mode dialogue text content set; the calling party prefix indicates that the dialogue is narrated by the calling party, and the called party prefix indicates that the dialogue is narrated by the called party.

[0016] Based on the question-and-answer mode dialogue text content set, an input prompt set is determined; the input prompt set includes multiple input prompts.

[0017] The caller's dialogue content, the called party's dialogue content, the complete dialogue content, the question-and-answer mode dialogue text content set, and the input prompt set are determined as the dialogue data.

[0018] In some embodiments, determining an input prompt set based on the question-and-answer pattern dialogue text content set includes:

[0019] The question-and-answer pattern dialogue text content in the question-and-answer pattern dialogue text content set is divided according to the set dialogue length to determine multiple sets of question-and-answer pattern dialogue text content.

[0020] Each set of question-and-answer pattern dialogue text content in the multiple sets of question-and-answer pattern dialogue text content is determined as an input prompt, forming an input prompt set.

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

[0022] The called party dialogue content of the dialogue data is input into the first model for analysis to determine whether the dialogue 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, then the associated information of the installation and maintenance fault reporting service 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 reporting service, the installation and maintenance reporting service association information is determined from the input prompt set of the dialogue data, including:

[0025] If the dialogue 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] Iterate through each input prompt in the input prompt set and input the input prompt into the second model to determine the on-site service address, on-site service time and contact information for the installation and maintenance fault reporting service;

[0027] Based on the service time, mark the service method as on-site service;

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

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

[0030] Input the question-and-answer 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;

[0031] Based on the fault type and the fault summary description information associated with the installation and maintenance reporting service, the solution corresponding to the installation and maintenance reporting service is determined.

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

[0033] Based on the fault type associated with the installation and maintenance fault reporting service, determine the fault category corresponding to the fault type;

[0034] The installation and maintenance fault summary description information is input into the scoring and classification model, and the fault category is used as the constraint condition of the scoring and classification model to determine the recommended solution and the corresponding fault point.

[0035] The recommended solutions and corresponding fault points are ranked according to their popularity value to determine the solutions corresponding to the installation and maintenance fault reporting service.

[0036] According to another aspect of this disclosure, a monitoring device for installation and maintenance fault reporting services is also provided, comprising:

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

[0038] The module for determining the association information of the installation and maintenance reporting service is used to determine the association information of the installation and maintenance reporting service from the dialogue data if the dialogue data is related to the installation and maintenance reporting service.

[0039] The solution determination module is used to determine the solution corresponding to the installation and maintenance fault reporting service based on the installation and maintenance fault reporting service association information;

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

[0041] According to another aspect of this disclosure, an electronic device is also provided, comprising: a processor; and a memory for storing executable instructions of the processor; wherein the processor is configured to perform the installation and maintenance fault reporting service monitoring method described in any one of the preceding claims by executing the executable instructions.

[0042] According to another aspect of this disclosure, a computer-readable storage medium is also provided, on which a computer program is stored, which, when executed by a processor, implements the installation and maintenance fault reporting service monitoring method described in any one of the preceding claims.

[0043] According to another aspect of this disclosure, a computer program product is also provided, comprising: a computer program or instructions that, when executed by a processor, implement the installation and maintenance fault reporting service monitoring method described above.

[0044] The embodiments of this disclosure provide a method, apparatus, electronic device, and storage medium for monitoring installation and maintenance reporting services. The method includes: reorganizing dialogue content according to the dialogue participants to determine dialogue data; if the dialogue data is related to the installation and maintenance reporting service, determining the installation and maintenance reporting service association information from the dialogue data; determining the solution corresponding to the installation and maintenance reporting service based on the association information; and reporting the installation and maintenance reporting service association information and the corresponding solution for monitoring. By reorganizing dialogue content according to the dialogue participants to obtain dialogue data, analyzing whether the dialogue data is related to the installation and maintenance reporting service, and if so, obtaining the installation and maintenance reporting service association information and the corresponding solution and reporting it, unified monitoring and control of the installation and maintenance reporting service is achieved. Compared with the traditional manual identification and reporting method, this method is more efficient and accurate in identifying faults. It achieves effective management of installation and maintenance reporting services in external reporting scenarios, improving service quality in external reporting scenarios; simultaneously, it provides solutions corresponding to installation and maintenance reporting services, which can greatly improve the response and problem-solving efficiency of installation and maintenance personnel, and improve the quality of installation and maintenance services.

[0045] It should be understood that the above general description and the following detailed description are exemplary and explanatory only, and are not intended to limit this disclosure. Attached Figure Description

[0046] The accompanying drawings, which are incorporated in and form part of this specification, illustrate embodiments consistent with this disclosure and, together with the description, serve to explain the principles of this disclosure. It is obvious that the drawings described below are merely some embodiments of this disclosure, and those skilled in the art can obtain other drawings based on these drawings without any inventive effort.

[0047] Figure 1 This diagram illustrates the system structure of a fault reporting service monitoring method according to an embodiment of the present disclosure.

[0048] Figure 2 This diagram illustrates a method for monitoring installation and maintenance fault reporting services according to an embodiment of the present disclosure.

[0049] Figure 3 This diagram illustrates the process of determining dialogue data in a method for monitoring installation and maintenance fault reporting services according to an embodiment of this disclosure.

[0050] Figure 4 This diagram illustrates the process of determining the input prompt set in a method for monitoring installation and maintenance fault reporting services according to an embodiment of the present disclosure.

[0051] Figure 5 This diagram illustrates the process of determining the associated information of an installation and maintenance reporting service in a monitoring method according to an embodiment of the present disclosure.

[0052] Figure 6 This diagram illustrates the specific process of determining the associated information of an installation and maintenance fault reporting service in a monitoring method according to an embodiment of the present disclosure.

[0053] Figure 7 This illustration shows a schematic diagram of the process of determining the solution corresponding to the installation and maintenance fault reporting service in a monitoring method according to an embodiment of the present disclosure.

[0054] Figure 8 This illustration shows a schematic diagram of the specific process of determining the solution corresponding to the installation and maintenance fault reporting service in a monitoring method according to an embodiment of the present disclosure.

[0055] Figure 9 The diagram illustrates the execution flowchart of the dialogue processing module of a fault reporting service monitoring method according to an embodiment of this disclosure.

[0056] Figure 10 The flowchart illustrates the execution of the installation and maintenance dialogue analysis and processing module in an installation and maintenance fault reporting service monitoring method according to an embodiment of this disclosure.

[0057] Figure 11 A schematic diagram of a maintenance and fault reporting service monitoring device is shown in an embodiment of this disclosure.

[0058] Figure 12 A computer-readable storage medium is shown as an embodiment of a fault reporting service monitoring method of the present disclosure. Detailed Implementation

[0059] Exemplary embodiments will now be described more fully with reference to the accompanying drawings. However, these exemplary embodiments can be implemented in many forms and should not be construed as limited to the examples set forth herein; rather, they are provided so that this disclosure will be more comprehensive and complete, and will fully convey the concept of the exemplary 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] Furthermore, the accompanying drawings are merely illustrative of this disclosure and are not necessarily drawn to scale. The same reference numerals in the drawings denote the same or similar parts, and therefore repeated descriptions of them will be omitted. Some block diagrams shown in the drawings are functional entities and do not necessarily correspond to physically or logically independent entities. These functional entities may be implemented in software, in one or more hardware modules or integrated circuits, or in different network and / or processor devices and / or microcontroller devices.

[0061] The specific implementation methods of the embodiments of this disclosure will now be described in detail with reference to the accompanying drawings.

[0062] Figure 1 A schematic diagram of an exemplary application system architecture to which the methods of the embodiments of this disclosure can be applied is shown. For example... Figure 1 As shown, the system architecture may include terminal device 101, network 102 and server 103.

[0063] Network 102 is a medium used to provide a communication link between terminal device 101 and server 103, and can be a wired network or a wireless network.

[0064] Optionally, the aforementioned wireless or wired networks use standard communication technologies and / or protocols. The network is typically the Internet, but can also be any network, including but not limited to Local Area Networks (LANs), Metropolitan Area Networks (MANs), Wide Area Networks (WANs), mobile, wired or wireless networks, private networks, or any combination of virtual private networks. In some embodiments, technologies and / or formats including Hyper Text Markup Language (HTML), Extensible Markup Language (XML), etc., are used to represent data exchanged over the network. Furthermore, conventional encryption technologies such as Secure Socket Layer (SSL), Transport Layer Security (TLS), Virtual Private Networks (VPNs), and Internet Protocol Security (IPSec) can be used to encrypt all or some links. In other embodiments, custom and / or dedicated data communication technologies can be used to replace or supplement the aforementioned data communication technologies.

[0065] Terminal device 101 can be various electronic devices, including but not limited to smartphones, tablets, laptops, desktop computers, smart speakers, smartwatches, wearable devices, augmented reality devices, virtual reality devices, etc.

[0066] Optionally, the client of the application installed on different terminal devices 101 may be the same, or the client of the same type of application based on different operating systems. Depending on the terminal platform, the specific form of the application client may also be different; for example, the application client may be a mobile client, a PC client, etc.

[0067] Server 103 can be a server that provides various services, such as a backend management server that supports the device operated by the user using terminal device 101. The backend management server can analyze and process received requests and other data, and feed the processing results back to the terminal device.

[0068] Optionally, the server can be a standalone physical server, a server cluster or distributed system consisting 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 communication, middleware services, domain name services, security services, CDN (Content Delivery Network), and 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 shown is merely illustrative; any number of terminal devices, networks, and servers can be included depending on actual needs. This disclosure does not limit the scope of the embodiments.

[0070] Under the above system architecture, this disclosure provides a method for monitoring installation and maintenance fault reporting services, which can be executed by any electronic device with computing power.

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

[0072] External fault reporting by installation and maintenance personnel now accounts for about half of all fault reporting scenarios in many regions. However, since these external fault reports involve point-to-point communication between installation and maintenance personnel and customers, monitoring these faults largely relies on the personnel themselves to identify and report the status. In this situation, these fault reports cannot be monitored in real-time by the integrated dispatch system, easily leading to missed reports. Furthermore, if installation and maintenance personnel receive a heavy workload that day, they are easily affected by their emotions, potentially resulting in poor customer service. Because these fault reports are not managed and cannot be dispatched in real-time, unified supervision of installation and maintenance fault reporting is impossible.

[0073] Figure 2This diagram illustrates a monitoring method for installation and maintenance fault reporting services according to an embodiment of the present disclosure. Figure 2 As shown in the embodiments of this disclosure, the monitoring method for installation and maintenance fault reporting services includes the following steps:

[0074] Step S202: Reorganize the dialogue content according to the dialogue participants to determine the dialogue data;

[0075] Step S204: If the dialogue data is related to the installation and maintenance fault reporting service, determine the associated information of the installation and maintenance fault reporting service from the dialogue data;

[0076] Step S206: Determine the solution corresponding to the installation and maintenance fault reporting service based on the associated information;

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

[0078] By reorganizing the dialogue content according to the participants, dialogue data is obtained. The analysis of this data reveals its relevance to installation and maintenance (IP) fault reporting services. If relevant, the associated information and corresponding solutions are extracted and reported, achieving unified monitoring and control of IIP fault reporting services. Compared to traditional manual reporting methods, this approach is more efficient and accurate in fault identification. It enables effective management of IIP fault reporting services in external reporting scenarios, improving service quality in these scenarios. Furthermore, it provides corresponding solutions for IIP fault reporting services, significantly improving the response and problem-solving efficiency of IIP personnel and enhancing overall service quality.

[0079] Figure 3 This diagram illustrates the process of determining dialogue data in a method for monitoring installation and maintenance fault reporting services according to an embodiment of this disclosure. Figure 3 As shown in the embodiment, the dialogue content is restructured according to the dialogue participants to determine the dialogue data, including:

[0080] Step S302: Obtain the dialogue content; the dialogue content includes: the calling party's dialogue content, the called party's dialogue content, and the complete dialogue content. The calling party's dialogue content is narrated by the calling party of the dialogue participants, and the called party's dialogue content is narrated by the called party of the dialogue participants.

[0081] Step S304: Organize the calling party's dialogue content, the called party's dialogue content, and the complete dialogue content into multiple dialogue pairs according to the calling party and the called party;

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

[0083] Step S308: Determine the input prompt set based on the question-and-answer mode dialogue text content set; the input prompt set includes multiple input prompts;

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

[0085] The communication devices used by installation and maintenance personnel are typically connected to an external fault reporting system. This system includes an ASR (Automatic Speech Recognition) voice conversion platform, which, with authorization, saves the voice conversations between installation and maintenance personnel and users. Using the ASR platform, this voice conversation is converted into text. From this text, the caller's dialogue content (caller_text), the called party's dialogue content (callee_text), and the full dialogue content (full_text) can be obtained. The caller's dialogue content is narrated by the caller, the called party's dialogue content is narrated by the called party, and the full dialogue content includes narration from both the caller and the called party. For example, in one scenario, the caller is a user experiencing a network failure, and the called party is an installation and maintenance personnel. The caller's dialogue content, the called party's dialogue content, and the full dialogue content are three types of dialogue text.

[0086] The calling party's dialogue content, the called party's dialogue content, and the complete dialogue content are organized into multiple dialogue pairs according to the calling party and the called party. Each dialogue pair includes a continuous calling party narration and a called party narration. For example, in a dialogue content, there is the following: AABBCCDD, where 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 one dialogue pair, and CCDD is organized into another dialogue pair.

[0087] In multiple dialogue pairs, a "caller:" prefix is ​​added before the calling party's name in each pair, and a "callee:" prefix is ​​added before the called party's name. The calling party prefix indicates that the dialogue is narrated by the calling party, and the called party prefix indicates that the dialogue is narrated by the called party. By adding these prefixes, the dialogue pairs are reorganized into question-and-answer (Q&A) dialogue text content. Multiple Q&A dialogue text contents constitute a Q&A dialogue text content set (union_text). Each Q&A dialogue text content in the Q&A dialogue text content set is converted into an input prompt, resulting in multiple input prompts that form an input prompt set. Through these steps, the calling party's dialogue content (caller_text), the called party's dialogue content (callee_text), the complete dialogue content (full_text), the Q&A dialogue text content set (union_text), and the input prompt set (prompts) are obtained. These elements are then identified as the dialogue data.

[0088] Figure 4 This diagram illustrates the process of determining the input prompt set in a method for monitoring installation and maintenance fault reporting services according to an embodiment of this disclosure. Figure 4 As shown in the embodiment, the input prompt set is determined based on the question-and-answer mode dialogue text content set, including:

[0089] Step S402: Divide 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 sets of question-and-answer mode dialogue text contents;

[0090] Step S404: Determine each set of question-and-answer pattern dialogue text content in the multiple sets of question-and-answer pattern dialogue text content as input prompts, forming an input prompt set.

[0091] Because the dialogue content can be very long, the resulting question-and-answer pattern dialogue text set will also be very long. If the entire question-and-answer pattern dialogue text set is input into the model for classification and recognition, the model's response will be slow. Furthermore, excessively long text input to the model will negatively impact its accuracy and processing capabilities. Therefore, it is necessary to divide the question-and-answer pattern dialogue text set according to the model's processing capabilities and performance parameters. Specifically, the total number of dialogue segments (count) in the multiple question-and-answer pattern dialogue text sets is counted. An approximate segment (n) is calculated based on the total number of dialogue segments. A set of dialogue lengths is then calculated based on the approximate segment (n). The multiple question-and-answer pattern dialogue text sets are divided according to the set dialogue lengths, resulting in multiple groups of question-and-answer pattern dialogue text. Each group of question-and-answer pattern dialogue text is designated as an input prompt, resulting in multiple input prompts. These multiple input prompts are then combined into an input prompt set (prompts). Each input prompt serves as one input to the model.

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

[0093] Step S502: Input the called party dialogue content of the dialogue data into the first model for analysis to determine whether the dialogue 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, determine the associated information of the installation and maintenance fault reporting service from the input prompt set of the dialogue data.

[0095] A primary model is established to determine whether an issue is related to the installation and maintenance fault reporting service. This primary model is based on a BERT (Bidirectional Encoder Representations from Transformers) pre-trained model to implement a multi-classification model, a single-classification model, or a multi-task model. For example, the primary model, after training, becomes a multi-classification model for determining whether an issue is an installation and maintenance fault report or a fault type. The called party's dialogue content (callee_text) is input into this multi-classification model for analysis. The model determines whether the called party's dialogue content (callee_text) is related to the installation and maintenance fault reporting service. If the called party's dialogue content (callee_text) is related to the installation and maintenance fault reporting service, then the association information for the installation and maintenance fault reporting service is determined from the input prompt set of the dialogue data.

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

[0097] Step S602: If the dialogue data is related to the installation and maintenance fault reporting service, then use the first model to determine the fault type of the installation and maintenance fault reporting service;

[0098] Step S604: Iterate through each input prompt in the input prompt set and input the input prompt into the second model to determine the on-site service address, on-site service time and contact information for the installation and maintenance fault reporting service;

[0099] Step S606: Mark the service method as on-site service based on the on-site service time;

[0100] Step S608: Determine the fault type, on-site service address, on-site service time and contact information, and the service method marked as on-site service for the installation and maintenance fault reporting service as the associated information for the installation and maintenance fault reporting service.

[0101] If the first model determines through analysis that the called party's dialogue content (callee_text) is related to the installation and maintenance reporting service, then a multi-classification model that determines whether it is an installation and maintenance report and the type of fault is used to further output the fault type of the installation and maintenance reporting service; for example, the fault type may include: WiFi fault, landline fault, TV fault, broadband fault, etc. Each input prompt in the input prompt set (prompts) is traversed, and each prompt is input into the second model for information extraction to obtain the on-site service address, on-site service time, and contact information for the installation and maintenance reporting service. The second model, used for information extraction, can be obtained based on a BERT pre-trained model. Because the information extraction process cannot determine which prompt group the information is in, after extracting a piece of information from each of the traversed prompts, the extracted information does not need to be considered again in the next traversal of prompts. This process continues until all the required information has been obtained or every prompt in the prompts list has been traversed, at which point this step ends, yielding the required on-site service address, on-site service time, and contact information. Installation and maintenance reporting services are offered via online service and on-site service. In this embodiment, it is necessary to determine whether on-site service is required. Since the on-site service time was obtained in the previous step, it can be considered that on-site service is required, and the service method can be marked as on-site service based on the on-site service time. Furthermore, if no information regarding on-site service time is obtained, the prompts in the `prompts` list are iterated through and used as input to a classification model (either a BERT pre-trained model primarily used to determine whether on-site service is required, or other models capable of classification; the model form is not limited). If the classification model determines "yes" at any given time, the iteration stops; otherwise, it continues until the entire `prompts` list is traversed. The fault type, on-site service address, on-site service time, and contact information obtained above, along with the service method marked as on-site service, are determined as the associated information for the installation and maintenance fault reporting service.

[0102] Figure 7 This illustration shows a schematic diagram of the process for determining the solution corresponding to an installation and maintenance fault reporting service in a monitoring method according to an embodiment of this disclosure. Figure 7 As shown in the embodiment, the solution corresponding to the installation and maintenance fault reporting service is determined based on the associated information of the installation and maintenance fault reporting service, including:

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

[0104] Step S704: Determine the solution corresponding to the installation and maintenance fault reporting service based on the fault type and installation and maintenance fault summary description information associated with the installation and maintenance fault reporting service.

[0105] Based on the established relevance of the dialogue data to the installation and maintenance fault reporting service, the question-and-answer dialogue text set (union_text) is input into a third model for fault summary extraction, extracting the installation and maintenance fault summary description information. This third model, used for fault summary extraction, can be obtained based on a BERT pre-trained model. Based on the fault types and fault summary description information obtained from the above steps, the corresponding solutions for the installation and maintenance fault reporting service are determined; furthermore, these solutions can serve as a knowledge base for installation and maintenance fault solutions.

[0106] Figure 8 This illustration shows a schematic diagram illustrating the specific process of determining the solution corresponding to an installation and maintenance fault reporting service in a monitoring method according to an embodiment of this disclosure. Figure 8 As shown in the embodiment, based on the fault type and fault summary description information associated with the installation and maintenance reporting service, the solution corresponding to the installation and maintenance reporting service is determined, including:

[0107] Step S802: Determine the fault category corresponding to the fault type based on the fault type associated with the installation and maintenance fault reporting service information;

[0108] Step S804: Input the installation and maintenance fault summary description information into the scoring and classification model, and use the fault category as the constraint condition of the scoring and classification model to determine the recommended solution and the corresponding fault point;

[0109] Step S806: Prioritize the recommended solutions and corresponding fault points according to their popularity value to determine the solution corresponding to the installation and maintenance fault reporting service.

[0110] The fault type is used to determine the corresponding fault category. For example, fault categories mainly include: network connectivity problems, hardware failures, software failures, configuration problems, power problems, environmental factors, improper user operation, and safety issues. The fault category is used as a constraint condition for the scoring and classification model to constrain its scope. The summary description of the installation and maintenance fault is input into the scoring and classification model, which outputs recommended solutions and corresponding fault points. The scoring and classification model can be a BERT-based pre-trained multi-classification model or other classification models. The recommended solutions and corresponding fault points output by the scoring and classification model are all possible recommended solutions and corresponding fault points with a score greater than the score (customer's evaluation score of service satisfaction). The popularity value of the recommended solutions and corresponding faults is obtained. This popularity value refers to the frequency of use of the solution per unit time. The feasibility of the solutions is prioritized using the popularity value, resulting in a sequence of solutions and corresponding fault points. These solutions and corresponding fault points are then identified as the solutions corresponding to the installation and maintenance fault reporting service.

[0111] In this embodiment, the associated information of the installation and maintenance fault reporting service and the corresponding solution are reported for monitoring. Specifically, the fault type, on-site service address, on-site service time and contact information of the installation and maintenance fault reporting service, as well as the service method marked as on-site service, along with the corresponding solution, are uploaded to the platform system for management and monitoring.

[0112] This disclosure enables timely monitoring of external fault reports from installation and maintenance personnel (IPM) and provides recommended solutions and common fault point information based on fault descriptions and other information. This significantly improves the efficiency of IPM handling, service quality, and user satisfaction. Based on the characteristics of IPM conversation data between IPM personnel and customers, an intelligent monitoring scheme for external IPM fault reports is designed. This scheme enables timely monitoring of external IPM fault reports, obtaining detailed information related to the faults, and recommending corresponding solutions and fault point information. This achieves real-time monitoring of external IPM fault reports for real-time management by IPM, and also prioritizes relevant solutions based on fault type and description information using a scoring classification model and a popularity value (frequency of related faults and solution applications). A method and apparatus for monitoring external IPM fault reports are also designed based on the characteristics of IPM conversation data between IPM personnel and customers. This solution enables real-time monitoring of external fault reports during installation and maintenance. It also allows for the accurate extraction of relevant information from these external fault reports and provides solutions and fault location information based on priority ranking according to key fault type and fault description information.

[0113] This invention also provides an execution flow for a fault reporting service monitoring method, which is mainly executed by a dialogue processing module and a dialogue analysis and processing module.

[0114] Figure 9 This diagram illustrates the execution flowchart of the dialogue processing module in a fault reporting service monitoring method according to an embodiment of this disclosure, as follows: Figure 9 As shown in the embodiment, the main execution flow of the dialogue processing module includes:

[0115] start;

[0116] Get the caller's conversation content (caller_text), the called party's conversation content (callee_text), and the complete conversation content (full_text);

[0117] The dialogue content is restructured to obtain the question-and-answer pattern dialogue text content set union_text;

[0118] The dialogue text is divided into dialogue pairs with n segments based on the number of dialogues in the union_text dialogue text.

[0119] Each segmented dialogue pair is used to construct an input prompt for a model, forming an input prompt set (prompts).

[0120] The callee_text, caller_text, full_text, union_text, and prompts are delivered as structured data to the installation and maintenance dialogue analysis and processing module.

[0121] Finish.

[0122] Figure 10 This diagram illustrates the execution flowchart of the installation and maintenance dialogue analysis and processing module in an installation and maintenance fault reporting service monitoring method according to an embodiment of this disclosure. Figure 10 As shown in the embodiment, the main execution flow of the installation and maintenance dialogue analysis and processing module includes:

[0123] start;

[0124] Parse out 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 so, iterate through each prompt and use each prompt as input to the model. The model extracts the following information based on the prompt content: on-site service time, on-site service address, reserved phone number, etc.

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

[0128] If no valid on-site service time or address is obtained, iterate through each prompt and use each prompt as input to the on-site service classification model to obtain the on-site service result (yes / no).

[0129] If a valid on-site service time or address is obtained, mark the on-site service as yes;

[0130] Using union_text as input to the extraction model for the installation and maintenance fault report summary, relevant descriptive information about the installation and maintenance fault report description and resolution process is summarized.

[0131] Using the fault type as the primary 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-class scoring model. All solutions and fault points with a score greater than the score are selected, and the solutions are prioritized according to their popularity value. The sorted results are given.

[0133] Upload information such as fault type, whether on-site service is required, on-site service time, on-site service address, reserved phone number, fault information description, possible solutions and fault location for monitoring;

[0134] Finish.

[0135] This embodiment analyzes the dialogue between installation and maintenance personnel and customer quality inspection. First, it determines whether the dialogue is related to installation and maintenance based on key information in the dialogue content. For dialogues related to installation and maintenance, the following key information is extracted: fault type (Wi-Fi, landline, TV, etc.), whether on-site service is required (yes or no), on-site service time, on-site service address, reserved phone number, fault description, possible solutions, and fault location. This information is then pushed to the integrated dispatch system, enabling information synchronization between the external fault reporting monitoring system and the integrated dispatch system. The integrated dispatch system manages the reported faults uniformly based on the pushed external fault information, thereby achieving effective detection of external installation and maintenance faults, improving service quality, and increasing customer satisfaction. In this embodiment, three text segments—callee_text, caller_text, and full_text—are received from the voice platform. The dialogue is reorganized into a question-and-answer dialogue text, union_text, based on the installation and maintenance conversation text. The total number of dialogue segments in `union_text` is counted (`count`). Based on `count`, an approximate grouping of these segments (approximately in units of n) is performed. Each group segmented in step three is used as a model input prompt, and all prompts are organized into a list called `prompts`. `callee_text`, `caller_text`, `full_text`, and `prompts` are then sent to the intelligent analysis and processing module for installation and maintenance conversations as model input. Based on the dialogue data (`callee_text`, `caller_text`, `union_text`, `prompts`) from the dialogue processing module, the following key information is extracted: fault type (Wi-Fi, landline, TV, etc.), whether on-site service is required (yes or no), on-site service time, on-site service address, reserved phone number, and fault description. Based on the fault description, possible solutions and fault location information are provided. First, the called party's dialogue content (callee_text) is input into a multi-classification model (based on a BERT pre-trained model to implement a multi-classification model, a single-classification model, a multi-task model, etc.) to determine whether it is a maintenance or repair fault report. The model mainly outputs whether it is a maintenance or repair fault report (yes / no) and, if so, the specific fault type (Wi-Fi, landline, TV, etc.). If the model output indicates that the dialogue content is a customer reporting a maintenance or repair fault, then each prompt in the prompts list is iterated through, and each prompt is used as input to an information extraction (address relationship, entity) model (model form is not limited) to extract information such as the on-site service address (the address where the customer reported the fault), the on-site service time, and the customer's reserved phone number.Because the extracted information cannot be determined in which prompt group dialogue, after extracting a piece of information from each of the traversed prompts, the extracted information does not need to be considered again in the next traversal of the prompts. This process continues until all the required information has been obtained or every prompt in the prompts has been traversed, at which point this step ends. If the on-site service time information is obtained, it is considered that on-site service is required, and the information on whether on-site service is required is marked as yes. If the on-site service time information is not obtained, the prompts in the prompts are traversed and used as input to a classification model (based on a BERT pre-trained model, mainly used to determine whether on-site service is required, or other models that can achieve classification, the model form is not limited). If the model's judgment result is yes in any instance, the traversal stops; otherwise, it continues until the entire prompts have been traversed. Following the steps above, if the dialogue is a maintenance and repair fault reporting dialogue, the union_text is used as the maintenance and repair fault summary extraction model (model form is not limited) to extract the main maintenance and repair related information, including the fault description and solutions, from the union_text. Based on the fault type obtained in the above steps and the summarized maintenance and repair fault summary information in step four, the model is used as input to the maintenance and repair fault solution knowledge base to provide possible solutions for the current maintenance and repair fault, and these solutions are sorted according to priority. Specifically, the steps are as follows: First, find the major category corresponding to the fault type. Then, use the maintenance and repair fault summary description information as input to the maintenance and repair fault solution selection model and input it into the scoring and classification model (using a BERT-based pre-trained multi-classification model or other classification models, model form is not limited). The model provides all possible recommended solutions with scores greater than the score and their corresponding fault points. Then, based on the recommended solutions, the feasibility of each solution is prioritized according to its popularity value (frequency of use), and the results are output to the user. The process concludes, and the acquired key information, including fault type (Wi-Fi, landline, TV, etc.), whether on-site service is required (yes or no), on-site service time, on-site service address, reserved phone number, fault description, recommended possible solutions, and fault location, is pushed to the integrated maintenance dispatch system. This enables monitoring and control of external fault reports from installation and maintenance personnel, and is more efficient and accurate in fault identification compared to traditional manual methods. Furthermore, it can accurately extract fault-related information and provide possible solutions based on historical data analysis, significantly improving the response and problem-solving efficiency of installation and maintenance personnel and enhancing the quality of installation and maintenance services.

[0136] This system utilizes three conversation texts collected from installation and maintenance personnel via a voice data acquisition platform. First, the conversations are reconstructed into a standard dialogue model based on their content. Then, based on the conversation length and the model's processing effectiveness, the reconstructed conversations are segmented into approximately n segments, each serving as input to the model. Next, the conversation data analysis model analyzes the corresponding conversation data based on its characteristics, obtaining installation and maintenance related information from the model output. Based on the obtained fault type and description information, a scoring and classification model retrieves possible solutions from the installation and maintenance solution knowledge base for that fault. The solutions are then prioritized based on a scoring system and a popularity score (the frequency of relevant solutions and fault applications). This solution enables timely monitoring of external fault reports from installation and maintenance personnel and provides optimal solution suggestions and common fault point information based on fault descriptions and other information. This significantly improves the efficiency of installation and maintenance handling, enhances service quality, and increases user satisfaction.

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

[0138] Based on the same inventive concept, this disclosure also provides an installation and maintenance fault reporting service monitoring device, as described in the following embodiments. Since the principle by which this device solves the problem is similar to that of the above-described method embodiments, the implementation of this device embodiment can refer to the implementation of the above-described method embodiments, and repeated details will not be elaborated further.

[0139] Figure 11 This diagram illustrates a monitoring device for installation and maintenance fault reporting services according to an embodiment of the present disclosure. Figure 11 As shown, the device includes:

[0140] The dialogue data determination module 1101 is used to reorganize the dialogue content according to the dialogue participants and determine the dialogue data.

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

[0142] Solution determination module 1103 is used to determine the solution corresponding to the installation and maintenance fault reporting service based on 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 association information and the corresponding solution for monitoring.

[0144] It should be noted that the examples and application scenarios implemented by the modules in the above device embodiments and the corresponding steps in the method embodiments are the same, but are not limited to the content disclosed in the above method embodiments. It should also be noted that the above 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 understand that various aspects of this disclosure can be implemented in the following forms: a completely hardware implementation, a completely software implementation (including firmware, microcode, etc.), or a combination of hardware and software implementations, which can be collectively referred to herein as a "circuit", "module" or "system".

[0146] Based on the same inventive concept, this disclosure also provides an electronic device, which includes: a processor; and a memory for storing executable instructions of the processor; wherein the processor is configured to execute the installation and maintenance fault reporting service monitoring method described above by executing the executable instructions. Since the principle by which this electronic device solves the problem is similar to that of the above method embodiments, the implementation of this electronic device embodiment can refer to the implementation of the above method embodiments, and repeated details will not be described again.

[0147] The following reference Figure 12 To describe an electronic device 1200 according to such an embodiment of the present disclosure. Figure 12 The electronic device 1200 shown is merely an example and should not impose any limitation on the functionality and scope of use of the embodiments disclosed herein.

[0148] like Figure 12 As shown, the electronic device 1200 is manifested in the form of a general-purpose 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 storage unit 1220 and processing unit 1210).

[0149] The storage unit stores program code that can be executed by the processing unit 1210, causing the processing unit 1210 to perform the steps described in the "Exemplary Methods" section of this specification according to various exemplary embodiments of this disclosure. For example, the processing unit 1210 can perform the following steps of the above method embodiments: reorganizing the dialogue content according to the dialogue participants to determine dialogue data; if the dialogue data is related to the installation and maintenance reporting service, determining the installation and maintenance reporting service association information from the dialogue data; determining the solution corresponding to the installation and maintenance reporting service based on the installation and maintenance reporting service association information; and reporting the installation and maintenance reporting service association information and the solution corresponding to the installation and maintenance reporting service for monitoring.

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

[0151] 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: operating system, one or more application programs, other program modules and program data, each or some combination of these examples may include an implementation of a network environment.

[0152] Bus 1230 can represent one or more of several types of bus structures, including a memory cell bus or memory cell controller, a peripheral bus, a graphics acceleration port, a processing unit, or a local bus using any of the various bus structures.

[0153] Electronic device 1200 can also communicate with one or more external devices 1240 (e.g., keyboard, pointing device, Bluetooth device, etc.), one or more devices that enable a user to interact with electronic device 1200, and / or any device that enables electronic device 1200 to communicate with one or more other computing devices (e.g., router, modem, etc.). This communication can be performed via input / output (I / O) interface 1250. Furthermore, electronic device 1200 can also communicate with one or more networks (e.g., local area network (LAN), wide area network (WAN), and / or public networks, such as the Internet) via network adapter 1260. As shown, network adapter 1260 communicates with other modules of electronic device 1200 via bus 1230. It should be understood that, although not shown in the figures, other hardware and / or software modules can be used in conjunction with 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] From the above description of the embodiments, those skilled in the art will readily understand that the exemplary embodiments described herein can be implemented by software or by combining software with necessary hardware. Therefore, the technical solutions according to the embodiments of this disclosure can be embodied in the form of a software product, which can be stored in a non-volatile storage medium (such as a CD-ROM, USB flash drive, external hard drive, etc.) or on a network, including several instructions to cause a computing device (such as a personal computer, server, terminal device, or network device, etc.) to execute the methods according to the embodiments of this disclosure.

[0155] Based on the same inventive concept, this disclosure also provides a computer-readable storage medium storing a computer program thereon, which, when executed by a processor, implements the installation and maintenance fault reporting service monitoring method described above. Since the principle by which this computer-readable storage medium embodiment solves the problem is similar to that of the above method embodiments, the implementation of this computer-readable storage medium embodiment can refer to the implementation of the above method embodiments, and repeated details will not be elaborated further.

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

[0157] In this disclosure, a computer-readable storage medium may include a data signal propagated in baseband or as part of a carrier wave, carrying readable program code. Such propagated data signals may take various forms, including but not limited to electromagnetic signals, optical signals, or any suitable combination thereof. A readable signal medium may also be any readable medium other than a readable storage medium, capable of transmitting, propagating, or transmitting a program for use by or in connection with an instruction execution system, apparatus, or device.

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

[0159] In practical implementation, program code for performing the operations of this disclosure can be written in any combination of one or more programming languages, including object-oriented programming languages ​​such as Java and C++, and conventional procedural programming languages ​​such as C or similar languages. The program code can execute entirely on the user's computing device, partially on the user's device, as a standalone software package, partially on the user's computing device and partially on a remote computing device, or entirely on a remote computing device or server. In cases involving remote computing devices, the remote computing device can be connected to the user's computing device via any type of network, including a local area network (LAN) or a wide area network (WAN), or it can be connected to an external computing device (e.g., via the Internet using an Internet service provider).

[0160] Based on the same inventive concept, this disclosure also provides a computer program product, including a computer program or instructions, which, when executed by a processor, implements the installation and maintenance fault reporting service monitoring method of any one of the above method embodiments. Since the principle by which this computer program product embodiment solves the problem is similar to that of the above method embodiments, the implementation of this computer program product embodiment can refer to the implementation of the above method embodiments, and repeated details will not be elaborated further.

[0161] It should be noted that although several modules or units for the device used to perform actions have been mentioned in the detailed description above, this division is not mandatory. In fact, according to embodiments of this disclosure, the features and functions of two or more modules or units described above can be embodied in one module or unit. Conversely, the features and functions of one module or unit described above can be further divided and embodied by multiple modules or units.

[0162] Furthermore, although the steps of the method in this disclosure are described in a specific order in the accompanying drawings, this does not require or imply that the steps must be performed in that specific order, or that all the steps shown must be performed to achieve the desired result. Additional or alternative steps may be omitted, multiple steps may be combined into one step, and / or a step may be broken down into multiple steps.

[0163] From the above description of the embodiments, those skilled in the art will readily understand that the exemplary embodiments described herein can be implemented by software or by combining software with necessary hardware. Therefore, the technical solutions according to the embodiments of this disclosure can be embodied in the form of a software product, which can be stored in a non-volatile storage medium (such as a CD-ROM, USB flash drive, external hard drive, etc.) or on a network, including several instructions to cause a computing device (such as a personal computer, server, mobile terminal, or network device, etc.) to execute the methods according to the embodiments of this disclosure.

[0164] Other embodiments of this disclosure will readily occur to those skilled in the art upon consideration of the specification and practice of the invention disclosed herein. This disclosure is intended to cover any variations, uses, or adaptations of this disclosure that follow the general principles of this disclosure and include common knowledge or customary techniques in the art not disclosed herein. The specification and examples are to be considered exemplary only, and the true scope and spirit of this disclosure are indicated by the appended claims.

Claims

1. A method for monitoring installation and maintenance fault reporting services, characterized in that, include: The dialogue content is restructured according to the dialogue participants to determine the dialogue data. This restructuring includes: acquiring the dialogue content, which includes: the calling party's dialogue content, the called party's dialogue content, and the complete dialogue content. The calling party's dialogue content is narrated by the calling party, and the called party's dialogue content is narrated by the called party. The calling party's dialogue content, the called party's dialogue content, and the complete dialogue content are organized into multiple dialogue pairs according to the calling party and the called party. Each of the multiple dialogue pairs is further divided into multiple question-and-answer mode dialogue text contents by adding a calling party prefix and a called party prefix, forming a question-and-answer mode dialogue text content set. The calling party prefix indicates that the dialogue is narrated by the calling party, and the called party prefix indicates that the dialogue is narrated by the called party. An input prompt set is determined based on the question-and-answer mode dialogue text content set. The input prompt set includes multiple input prompts. The calling party's dialogue content, the called party's dialogue content, the complete dialogue content, the question-and-answer mode dialogue text content set, and the input prompt set are determined as the dialogue data. If the dialogue data is related to the installation and maintenance fault reporting service, then the installation and maintenance fault reporting service association information is determined from the dialogue data; Based on the installation and maintenance fault reporting service association information, determine the solution corresponding to the installation and maintenance fault reporting service; Report the associated information of the installation and maintenance fault reporting service and the corresponding solutions for monitoring.

2. The monitoring method for installation and maintenance fault reporting service according to claim 1, characterized in that, Based on the question-and-answer pattern dialogue text content set, determine the input prompt set, including: The question-and-answer pattern dialogue text content in the question-and-answer pattern dialogue text content set is divided according to the set dialogue length to determine multiple sets of question-and-answer pattern dialogue text content. Each set of question-and-answer pattern dialogue text content in the multiple sets of question-and-answer pattern dialogue text content is determined as an input prompt, forming an input prompt set.

3. The monitoring method for installation and maintenance fault reporting service according to claim 1, characterized in that, If the dialogue data is related to the installation and maintenance reporting service, then the installation and maintenance reporting service association information is determined from the dialogue data, including: The called party dialogue content of the dialogue data is input into the first model for analysis to determine whether the dialogue 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, then the associated information of the installation and maintenance fault reporting service is determined from the input prompt set of the dialogue data.

4. The monitoring method for installation and maintenance fault reporting service according to claim 3, characterized in that, If the dialogue data is related to the installation and maintenance fault reporting service, then the associated information for the installation and maintenance fault reporting service is determined from the input prompts set of the dialogue data, including: If the dialogue 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; Iterate through each input prompt in the input prompt set and input the input prompt into the second model to determine the on-site service address, on-site service time and contact information for the installation and maintenance fault reporting service; Based on the service time, mark the service method as on-site service; The fault type, on-site service address, on-site service time, and contact information of the installation and maintenance fault reporting service, as well as the service method marked as on-site service, are determined as the associated information of the installation and maintenance fault reporting service.

5. The monitoring method for installation and maintenance fault reporting service according to claim 4, characterized in that, Based on the installation and maintenance fault reporting service association information, determine the solution corresponding to the installation and maintenance fault reporting service, including: Input the question-and-answer 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; Based on the fault type and the fault summary description information associated with the installation and maintenance reporting service, the solution corresponding to the installation and maintenance reporting service is determined.

6. The monitoring method for installation and maintenance fault reporting service according to claim 5, characterized in that, Based on the fault type and the fault summary description information associated with the installation and maintenance reporting service, the solution corresponding to the installation and maintenance reporting service is determined, including: Based on the fault type associated with the installation and maintenance fault reporting service, determine the fault category corresponding to the fault type; The installation and maintenance fault summary description information is input into the scoring and classification model, and the fault category is used as the constraint condition of the scoring and classification model to determine the recommended solution and the corresponding fault point. The recommended solutions and corresponding fault points are ranked according to their popularity value to determine the solution corresponding to the installation and maintenance fault reporting service.

7. A monitoring device for installation and maintenance fault reporting services, characterized in that, include: The dialogue data determination module is used to restructure the dialogue content according to the dialogue participants to determine the dialogue data. This restructuring includes: acquiring the dialogue content; the dialogue content includes: calling party dialogue content, called party dialogue content, and complete dialogue content, wherein the calling party dialogue content is narrated by the calling party, and the called party dialogue content is narrated by the called party; and organizing the calling party dialogue content, called party dialogue content, and complete dialogue content into multiple groups according to the calling party and called party. Dialogue pairs; each of the multiple dialogue pairs is prefixed with a calling party prefix and a called party prefix to determine multiple question-and-answer mode dialogue text contents, forming a question-and-answer mode dialogue text content set; the calling party prefix indicates that the dialogue is narrated by the calling party, and the called party prefix indicates that the dialogue is narrated by the called party; an input prompt set is determined based on the question-and-answer mode dialogue text content set; the input prompt set includes multiple input prompts; the calling party dialogue content, the called party 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; The module for determining the association information of the installation and maintenance reporting service is used to determine the association information of the installation and maintenance reporting service from the dialogue data if the dialogue data is related to the installation and maintenance reporting service. The solution determination module is used to determine the solution corresponding to the installation and maintenance fault reporting service based on the installation and maintenance fault reporting service association information; The reporting module is used to report the associated information of the installation and maintenance fault reporting service and the corresponding solution for monitoring.

8. An electronic device, characterized in that, include: processor; as well as Memory for storing the executable instructions of the processor; The processor is configured to execute the installation and maintenance fault reporting service monitoring method according to any one of claims 1 to 6 by executing the executable instructions.

9. A computer-readable storage medium having a computer program stored thereon, characterized in that, When the computer program is executed by the processor, it implements the installation and maintenance fault reporting service monitoring method according to any one of claims 1 to 6.

10. A computer program product, comprising: A computer program or instruction, characterized in that, when executed by a processor, the computer program or instruction implements the installation and maintenance fault reporting service monitoring method according to any one of claims 1 to 6.

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