Method and device for generating integrated business tool

Abstract

The invention discloses a method and a device for generating an integrated business tool. The method comprises the following steps: matching a plurality of target business tools according to user incoming line data; obtaining a data object and a data operation of each target business tool, and performing duplicate removal on the data object and the data operation of each target business tool; and extracting relational data from the data object and the data operation of each target business tool, and recombining the data object and the data operation after deduplication according to the relational data to obtain an integrated business tool. According to the invention, the time consumption for selecting the service tool is reduced, the repetition of the service items and the service process is avoided, the integration of the service tool is realized, the processing efficiency and the flexibility of the customer service are enhanced, the working intensity of customer service personnel is reduced, the user experience is improved, and the user satisfaction is improved.

Description

Technical Field

[0001] The present invention relates to the field of computer technology, and in particular to a method and device for generating an integrated business tool. Background Art

[0002] In the existing customer service business processing flow, when customer service personnel receive user inquiries, they need to select appropriate tools from a variety of business tools to handle user inquiries based on the user's line channel and the consulting business scenario. These business tools may be as many as dozens, and each business tool may involve different business processes. Therefore, customer service personnel need to manually select the most appropriate tool from a variety of business tools. Business tool selection is time-consuming and inefficient, and requires high experience from customer service personnel. In addition, when a single business tool cannot meet the processing needs, customer service personnel need to switch between multiple business tools and repeatedly view data. There are also repeated business logics and basic data processing between different business tools. Switching between business tools also increases the complexity of business processing, and also increases the working time and work intensity of customer service personnel. Business tool selection and switching consumes manpower and time, limits the service efficiency of customer service personnel, and ultimately leads to poor user experience and reduced satisfaction. Summary of the invention

[0003] In view of this, an embodiment of the present invention provides a method and device for generating an integrated business tool, aiming to improve the work efficiency of customer service business processing, reduce the workload of customer service personnel, improve user experience and increase user satisfaction, so as to solve the problems existing in the background technology.

[0004] To achieve the above object, according to a first aspect of an embodiment of the present invention, a method for generating an integrated business tool is provided, comprising:

[0005] Match multiple target business tools based on user incoming line data;

[0006] Acquire data objects and data operations of each target business tool, and deduplicate the data objects and data operations of each target business tool;

[0007] Relationship data is extracted from the data objects and data operations of each target business tool, and the deduplicated data objects and data operations are reorganized according to the relationship data to obtain an integrated business tool; the relationship data includes the relationship between data objects, the relationship between data operations, and the relationship between data objects and data operations.

[0008] Furthermore, multiple target business tools are matched based on the user incoming data, including: identifying the user's incoming intention based on the user's incoming data; in response to identifying the user's incoming intention, using the user's incoming intention to match the business profile, and further matching multiple target business tools based on the business profile; in response to not identifying the user's incoming intention, using the user's incoming data to match multiple target business tools.

[0009] Furthermore, the user incoming data includes user incoming data corresponding to multiple dimensions; identifying the user's online intention based on the user incoming data includes: selecting a dimension related to the user's online intention from the multiple dimensions; performing word segmentation on the user's online data on the dimension related to the user's online intention; extracting keywords from the results obtained from the word segmentation, and using the keywords to identify the user's online intention.

[0010] Furthermore, in response to failure to identify the user's call intention, the user's call data is used to match multiple target business tools, including: selecting a dimension related to a preset default business tool from the multiple dimensions; matching the preset default business tool with the user's call data on the dimension related to the preset default business tool, and using the default business tool as the target business tool.

[0011] Furthermore, data objects and data operations of each target business tool are obtained, including: obtaining a tool data model corresponding to each target business tool, wherein the tool data model is obtained by transforming the business tool according to a predefined data model standard, and the predefined data model standard defines the standard of data objects and data operations; extracting data objects and data operations from each of the tool data models.

[0012] Furthermore, the data objects at least include business scenarios and business data objects, and the data operations at least include operations on business data objects; the data objects and data operations of each target business tool are deduplicated, including: for any business scenario, comparing each business data object associated with the business scenario to determine whether there are duplicate business data objects, and if so, deduplicating the duplicate business data objects; and, for any business scenario, comparing each operation on the business data object associated with the business scenario to determine whether there are duplicate operations on the business data object, and if so, deduplicating the duplicate operations on the business data object.

[0013] Furthermore, a unique identifier is assigned to the integrated business tool, and an association between the unique identifier and the business profile of the integrated business tool is stored; in response to identifying the user incoming intention of the online user and matching the business profile with the user incoming intention, the integrated business tool is called to process the user incoming data of the online user.

[0014] According to a second aspect of an embodiment of the present invention, there is provided a device for generating an integrated business tool, comprising:

[0015] A matching module is used to match multiple target business tools according to user incoming line data;

[0016] A deduplication module, used to obtain data objects and data operations of each target business tool, and to dedupe the data objects and data operations of each target business tool;

[0017] A reorganization module is used to extract relational data from the data objects and data operations of each target business tool, and reorganize the deduplicated data objects and data operations according to the relational data to obtain an integrated business tool; the relational data includes the relationship between data objects, the relationship between data operations, and the relationship between data objects and data operations.

[0018] According to a third aspect of an embodiment of the present invention, there is provided an electronic processing device, comprising:

[0019] one or more processors; and,

[0020] a memory communicatively connected to the at least one processor; wherein,

[0021] The memory stores instructions that can be executed by the at least one processor, and the instructions are executed by the at least one processor, so that the one or more processors implement the method provided in the first aspect of the embodiment of the present invention.

[0022] According to a fourth aspect of an embodiment of the present invention, a computer-readable medium is provided, on which a computer program is stored, and when the program is executed by a processor, the method provided by the first aspect of the embodiment of the present invention is implemented.

[0023] According to a fifth aspect of an embodiment of the present invention, a computer program product is provided, including a computer program, and when the computer program is executed by a processor, the method provided by the first aspect of the embodiment of the present invention is implemented.

[0024] One embodiment of the invention has the following advantages or beneficial effects: the business tools to be used can be automatically matched according to the user's incoming data, thereby reducing the time consumption of selecting business tools; the duplication of business projects and business processes is avoided by extracting, comparing and deduplicating the data objects and data operations of the business tools; based on the relational data extracted from the target business tools, the deduplicated data objects and data operations are reorganized to generate new business tools, thereby realizing the integration of business tools, enhancing the processing efficiency and flexibility of customer service business, reducing the workload of customer service personnel, improving user experience and increasing user satisfaction. BRIEF DESCRIPTION OF THE DRAWINGS

[0025] The accompanying drawings are used to better understand the present invention and do not constitute an improper limitation of the present invention.

[0026] Figure 1 is a schematic diagram of the main process of a method for generating an integrated business tool according to an embodiment of the present invention;

[0027] Figure 2 is a schematic diagram of the main process of precise matching and coarse-grained matching according to an embodiment of the present invention;

[0028] Figure 3 is a schematic diagram of a tool data model according to an embodiment of the present invention;

[0029] Figure 4 is a schematic diagram of the main process of a method for generating an integrated business tool according to another embodiment of the present invention;

[0030] Figure 5 is a schematic diagram of main modules of a device for generating an integrated business tool according to an embodiment of the present invention;

[0031] Figure 6 is an exemplary system architecture diagram to which embodiments of the present invention may be applied;

[0032] Figure 7 It is a schematic diagram of the structure of a computer system of a terminal device or a server suitable for implementing an embodiment of the present invention. DETAILED DESCRIPTION

[0033] It should be noted that the acquisition, storage and application of user personal information involved in the technical solution of the present disclosure are in compliance with the provisions of relevant laws and regulations and do not violate public order and good morals.

[0034] The following is a description of exemplary embodiments of the present invention in conjunction with the accompanying drawings, including various details of the embodiments of the present invention to facilitate understanding, which should be considered as merely exemplary. Therefore, it should be recognized by those of ordinary skill in the art that various changes and modifications may be made to the embodiments described herein without departing from the scope and spirit of the present invention. Similarly, for clarity and conciseness, the description of well-known functions and structures is omitted in the following description.

[0035] In the existing customer service business processing flow, the selection and switching of business tools consumes manpower and time. For example, the business process of damaged goods claims generally requires the use of evidence sheet tools, SMS push tools, and event resolution tools. When operating the evidence sheet tool, the user's phone number and identity need to be entered. The user's phone number and identity also need to be entered in the SMS sending tool and the event resolution tool. This limits the service efficiency of customer service, resulting in poor user experience and reduced satisfaction.

[0036] In order to solve the above problems, the present invention proposes a method for generating an integrated business tool. When a user comes in, multiple target business tools are automatically matched according to the user's incoming data, and the data objects and data operations of each target business tool are compared, deduplicated and reorganized to obtain an integrated business tool, which improves the processing efficiency and flexibility of customer service business, reduces the workload of customer service personnel, improves user experience and increases user satisfaction.

[0037] Figure 1 is a schematic diagram of the main process of a method for generating an integrated business tool according to an embodiment of the present invention, such as Figure 1 As shown, a method for generating an integrated business tool in one embodiment of the present invention includes the following steps S100 to S300.

[0038] S100, matching multiple target service tools according to user incoming line data.

[0039] Specifically, in order to meet user needs, the service provider of online service business needs to determine business goals and business scenarios based on user needs, arrange business processes and business projects under business scenarios, so as to achieve business goals and meet customer needs. Generally, different business scenarios have different business projects and business processes. Different business projects and business processes will use different business tools. Business tools and business processes implement at least one specific business function. Generally, a business process involves multiple business tools. For example, in the scenario of modifying the delivery address, it is necessary to collect the customer's address information and require the customer to confirm. Accordingly, the address change tool and SMS confirmation tool are used. For another example, in the scenario of claiming for damaged items, the user is required to fill in the claim information first, and then provide evidence. After the user completes the evidence, the customer service staff must inform the user of the processing progress; accordingly, the claim information filling tool, the evidence sheet tool and the SMS notification tool are used.

[0040] It can be understood that user incoming calls refer to users making service requests or consulting questions through telephone, online chat or other communication channels; user incoming call data refers to data related to service requests and consulting questions raised by users during the user incoming call process, including dimensions such as incoming call channels, incoming call intentions and incoming call clues. Among them, the incoming call channel is the communication channel of the user's incoming call, the incoming call intention is the type of service request or consulting question raised by the user's incoming call, and the incoming call clue is the service object related to the service request or consulting question, such as the business order number, more specifically, such as the order number, waybill number, service order number, etc. related to the product or service.

[0041] S200: Acquire data objects and data operations of each target business tool, and deduplicate the data objects and data operations of each target business tool.

[0042] It can be understood that the data objects and data operations of business tools are basic requirements for the digital implementation of business tools. Data objects generally refer to entities or structures of data stored, processed and transmitted in computer systems. Data operations refer to various operations performed on data objects, including but not limited to input, output, creation, reading, updating and deletion. The data objects and data operations of each target business tool are deduplicated, with the aim of obtaining a minimized set of integrated business tool processing units by deduplicating the data objects and data operations of the target business tools, thereby avoiding duplication of business projects and business processes when using the reorganized integrated business tool.

[0043] S300, extracting relational data from the data objects and data operations of each target business tool, and reorganizing the deduplicated data objects and data operations according to the relational data to obtain an integrated business tool; the relational data includes the relationship between data objects, the relationship between data operations, and the relationship between data objects and data operations.

[0044] It is understandable that in order to achieve business goals, the reorganized integrated tool implementation needs to follow the business processes under the business scenarios and implement the corresponding business functions. This means that when reorganizing the deduplicated data objects and data operations, the relationship between data objects and data operations must be considered.

[0045] In some embodiments of the present invention, further, wherein the relationship between the data objects and the relationship between the data operations includes extracting relationships of dependency, cascade, mutually exclusive, and other types of relationships, and the relationship between the data objects and the data operations includes extracting input, click, select, hover, and other actions. For example, when sending a text message verification code, there is a button for filling in the mobile phone number, obtaining the verification code, and entering the verification code. The direct relationship between them is to fill in the mobile phone number first, click to obtain the verification code, and then fill in the verification code.

[0046] Furthermore, in this embodiment and some other embodiments of the present invention, multiple target service tools are matched according to the user incoming line data, including steps S101 to S103.

[0047] S101, identifying the user's incoming call intention according to the user's incoming call data.

[0048] Specifically, the user incoming call data has multiple dimensions, and the user's incoming call intention is identified by using features on at least one of the multiple dimensions. For example, the user's incoming call data contains incoming call clues and the incoming call clues are return order numbers submitted by users. The return order number, i.e., the feature on the dimension of the incoming call clue, directly and clearly indicates that the incoming call intention is return consultation.

[0049] Furthermore, in some other embodiments of the present invention, the user incoming data includes user incoming data on multiple dimensions; identifying the user's online intention based on the user incoming data includes: selecting a dimension related to the user's online intention from the multiple dimensions; performing word segmentation on the user's online data on the dimension related to the user's online intention; extracting keywords from the results obtained by word segmentation, and using the keywords to identify the user's online intention.

[0050] It can be understood that the user incoming call data may include at least one of the incoming call channel, incoming call intention and incoming call clue, so as to achieve the minimum matching of business tools. For example, the mini program channel includes some business processing such as order reminders and complaints; the telephone channel basically includes all business scenarios. In other embodiments of the present invention, preferably, the user incoming call data may include the incoming call channel, incoming call intention and incoming call clue, so as to improve the accuracy of business tool matching. In these embodiments, in addition to being able to more accurately determine the user's incoming call intention based on the user's incoming call data, it is also possible to more comprehensively and clearly match the business profile of the business scenario, that is, the summary of the service content involved in the customer service business, so that the business tool can be accurately matched according to the association between the business profile of the preset business scenario and the business tool, thereby matching the most appropriate business tool.

[0051] S102, in response to identifying a user's incoming call intention, matching a service profile with the user's incoming call intention, and further matching a plurality of target service tools according to the service profile.

[0052] It can be understood that the business summary refers to the specific service content summary in a specific business scenario, including a combination of business elements such as a series of specific business projects, business processes, business roles and business environment involved in order to achieve a certain customer service business goal. Business projects are the service items provided in response to the service request or consultation question, business processes are the sequence of a series of business projects, business roles are the people, goods and services involved in the customer service business, and the business environment is the objective physical conditions on which the user service depends.

[0053] S103, in response to failure to identify the user's incoming call intention, using the user's incoming call data to match multiple target business tools.

[0054] It is understandable that when identifying the user's incoming call intention based on the user's incoming call data, there may be a situation where the user's incoming call intention cannot be identified based on the user's incoming call data. If this happens, the user's incoming call data is used to match multiple target business tools.

[0055] Further, in this embodiment and some other embodiments of the present invention, the user incoming data includes user incoming data on multiple dimensions, and using the user incoming data to match multiple target business tools includes: selecting a dimension related to a preset default business tool from the multiple dimensions; using the user incoming data on the dimension related to the preset default business tool to match the preset default business tool, and using the default business tool as the target business tool. By presetting the default business tools corresponding to all or part of the dimensions of the user incoming data, on the one hand, it is to improve the matching efficiency, and on the other hand, it provides the necessary basis for reorganizing the integrated business tool.

[0056] The present invention matches target business tools in different ways according to different recognition results, automatically performs precise matching and coarse-grained matching, and reduces the time consumption of selecting business tools. Figure 2 It is a schematic diagram of the main process of precise matching and coarse-grained matching according to an embodiment of the present invention.

[0057] like Figure 2 As shown, in response to identifying the user's incoming call intention, an accurate match is performed, the user's incoming call intention is used to match the service profile, and multiple target service tools are further matched according to the service profile. In response to not identifying the user's incoming call intention, a coarse-grained match is performed, and multiple target service tools are matched using the user's incoming call data. Specifically, Figure 2As shown, if the user incoming data includes user incoming data 1, user incoming data 2, ..., user incoming data N, correspondingly, the business tool set related to the user incoming data is business tool set 1, business tool set 2, ..., business tool set N. It is possible to match the union of all N business tool sets, or the intersection of N business tool sets. Furthermore, it is possible to match the set of business tool sets after operation according to the logical relationship of the user incoming data. For example, if the user incoming data is incoming channel, incoming intention and incoming clue, then the corresponding incoming channel business tool set, incoming intention business tool set and incoming clue business tool set are matched according to the incoming channel, incoming intention and incoming clue. The incoming channel and the incoming clue will restrict the incoming intention respectively. When matching, the intersection of the incoming channel business tool set and the incoming intention business tool set, as well as the intersection of the incoming clue business tool set and the incoming intention business tool set can be matched.

[0058] In some embodiments of the present invention, further, obtaining the data object and data operation of each business tool in the target business tool set includes steps S201 and S202.

[0059] S201, obtaining a tool data model corresponding to each target business tool; wherein the tool data model is obtained by transforming the business tool according to a predefined data model standard, and the predefined data model standard defines the standard of data objects and data operations.

[0060] S202: extracting data objects and data operations from each of the tool data models.

[0061] It can be understood that the tool data model improves the efficiency of obtaining data objects and data operations of business tools through standardization. Figure 3 is a schematic diagram of a tool data model according to some embodiments of the present invention. Figure 3 In these embodiments, the tool data model includes association configuration, data objects and data operations. The association configuration includes the association relationship between the business tool and the elements such as the incoming channel, the incoming clue, and the business summary, and the data object includes the business scenario and the business data object. The business data object is a data object corresponding to the business tool and related to the user service process. For example, the processed business process, the business process triggering conditions and sequence, the business parameter definition, the business data generation sequence, etc. The data operation grouping includes different categories of data operations such as input class, selection class, time class, attachment class, list class and message class. For example, a detailed list is sent to the user, and the business attributes of the detailed list can be processed using the list class.

[0062] Further, such as Figure 3As shown, the data objects in the tool data model may also include data objects used for query retrieval, such as a business tool name, a business tool type, and a business tool unique identifier.

[0063] In some embodiments of the present invention, further, the data object includes at least a business scenario and a business data object, and the data operation includes at least an operation on the business data object; deduplication is performed on all data objects and data operations, including steps S211 and S212.

[0064] S211, for any business scenario, compare each business data object associated with the business scenario to determine whether there is a duplicate business data object, and if so, deduplicate the duplicate business data object and retain only one copy of the business data object.

[0065] S212, for any business scenario, compare the operations on the business data objects associated with the business scenario to determine whether there are repeated operations on the business data objects. If so, deduplicate the repeated operations on the business data objects and retain only one copy of the operations on the business data object.

[0066] Exemplarily, business parameters are a kind of data object, and deduplication means removing business parameters with the same attributes. For example, a phone number is a business parameter, and its attribute is a length of 7-16 digits, which may have a "-" in the middle. Phone number deduplication means removing phone numbers with the same attributes.

[0067] Furthermore, after the generated integrated business tool is generated for the first time, it can be used in the subsequent same business scenario without being generated again. Moreover, the generated integrated business tool can also be used as a business tool generated by the subsequent integrated business tool.

[0068] Therefore, some embodiments of the method for generating an integrated business tool of the present invention further include steps S401 and S402.

[0069] S401: Allocate a unique identifier for the integrated business tool, and store an association relationship between the unique identifier and a business profile of the integrated business tool.

[0070] S402: In response to identifying the online user's incoming intention and matching the service profile with the online user's incoming intention, calling the integrated service tool to process the online user's incoming data.

[0071] In the embodiment, by storing the association relationship between the unique identifier and the business profile of the integrated business tool, the generated integrated business tool can be matched and called, which further shortens the time consumption, avoids the process consumption of generating the integrated business tool, and further improves the user experience and increases user satisfaction.

[0072] In order to explain the present invention more clearly, Figure 4 FIG. 1 is a schematic diagram of the main process of a method for generating an integrated business tool according to another embodiment of the present invention. Figure 4 , an exemplary description is given of an embodiment in which the method of the present invention is applied to item damage claims and user business consultation.

[0073] First, take the damaged item claim scenario as an example. When a user faces a damaged item and needs to claim, the user expresses the user's intention when calling in, that is, the damaged item needs to be claimed, and then an accurate match is performed. According to the user's calling intention, the business profile is matched to first fill in the claim information, then provide evidence, and after completing the evidence, the user must be informed of the processing progress. According to the business profile, the associated business tools can be matched. Specifically, the business tool corresponding to filling in the claim information is the claim information filling tool. The claim information filling tool provides information including item information, the amount to be compensated, and the user's contact information; the business tool corresponding to the evidence is the evidence sheet tool. The evidence sheet tool includes evidence templates, user contact information, etc. The business tool corresponding to informing the user of the processing progress is the SMS tool, and the SMS tool requires the use of user contact information, etc. Therefore, the claim information filling tool, the evidence sheet tool, and the SMS tool are matched to the target business tool set. Data objects and data operations are extracted from the three tools. That is, the data object of user contact information and the data operation of filling in user contact information are deduplicated from the extracted claim information, evidence information and SMS information. Finally, an integrated business tool is obtained by reorganizing the relationships extracted from the data objects and data operations to form an integrated business tool that only outputs the required information such as item information, compensation amount, evidence template, contact information, etc. Finally, the customer service staff uses the integrated business tool to complete the three steps of the business summary at one time.

[0074] Secondly, taking the user consultation business scenario as an example, when a user inquires about order information through an official account or mini program, the user's intention at the time of inquiring is vague. We don't know whether the user wants to query the order delivery information or the merchant information corresponding to the order, so the inquiries are matched in a coarse-grained manner. Once the user comes in, the user's inquiries data only includes the user's inquiries channel, and it is the official account consultation channel or the mini program consultation channel. The user's inquiries intention cannot be determined. Therefore, all business tools related to the official account consultation channel or all business tools related to the mini program consultation channel are obtained, and the inquiries are obtained according to the Figure 4The method shown proposes data objects and data operations from all matching business tools, performs deduplication and reorganization, and generates an integrated business tool. Customer service personnel use the integrated business tool to push information that needs to be supplemented by the user or information that needs to be fed back to the user at one time.

[0075] According to another aspect of the embodiment of the present invention, Figure 5 As shown, a device 500 for generating an integrated business tool is provided, comprising:

[0076] A matching module 501 is used to match multiple target service tools according to the user incoming line data;

[0077] A deduplication module 502 is used to obtain data objects and data operations of each target business tool, and to deduplication the data objects and data operations of each target business tool;

[0078] The reorganization module 503 is used to extract relational data from the data objects and data operations of each target business tool, and reorganize the deduplicated data objects and data operations according to the relational data to obtain an integrated business tool; the relational data includes the relationship between data objects, the relationship between data operations, and the relationship between data objects and data operations.

[0079] Figure 6 An exemplary system architecture 600 is shown to which the method for generating an integrated business tool or the apparatus for generating an integrated business tool according to the embodiment of the present invention can be applied.

[0080] like Figure 6 As shown, system architecture 600 may include terminal devices 601, 602, 603, network 604 and server 605. Network 604 is used to provide a medium for communication links between terminal devices 601, 602, 603 and server 605. Network 604 may include various connection types, such as wired, wireless communication links or optical fiber cables, etc.

[0081] The user can use the terminal devices 601, 602, 603 to interact with the server 605 through the network 604 to receive or send messages, etc. Various communication client applications can be installed on the terminal devices 601, 602, 603, such as shopping applications, web browser applications, search applications, instant messaging tools, email clients, social platform software, etc. (only for example).

[0082] The terminal devices 601 , 602 , and 603 may be various electronic devices having a display screen and supporting web browsing, including but not limited to smart phones, tablet computers, laptop computers, and desktop computers, etc.

[0083] The server 605 may be a server that provides various services, such as a backend management server (only an example) that provides support for shopping websites browsed by users using the terminal devices 601, 602, and 603. The backend management server may analyze and process the received data such as product information query requests, and feed back the processing results to the terminal device.

[0084] It should be noted that the method for generating the integrated business tool provided in the embodiment of the present invention is generally executed by the server 605 , and accordingly, the device for generating the integrated business tool is generally disposed in the server 605 .

[0085] It should be understood that Figure 6 The number of terminal devices, networks and servers in the embodiment is only for illustration. Any number of terminal devices, networks and servers may be provided according to the implementation requirements.

[0086] Reference below Figure 7 , which shows a schematic diagram of the structure of a computer system 700 of a terminal device suitable for implementing an embodiment of the present invention. Figure 7 The terminal device shown is only an example and should not bring any limitation to the functions and scope of use of the embodiments of the present invention.

[0087] like Figure 7 As shown, the computer system 700 includes a central processing unit (CPU) 701, which can perform various appropriate actions and processes according to a program stored in a read-only memory (ROM) 702 or a program loaded from a storage part 708 into a random access memory (RAM) 703. In the RAM 703, various programs and data required for the operation of the system 700 are also stored. The CPU 701, the ROM 702, and the RAM 703 are connected to each other through a bus 704. An input / output (I / O) interface 706 is also connected to the bus 704.

[0088] The following components are connected to the I / O interface 705: an input section 706 including a keyboard, a mouse, etc.; an output section 707 including a cathode ray tube (CRT), a liquid crystal display (LCD), etc., and a speaker, etc.; a storage section 708 including a hard disk, etc.; and a communication section 709 including a network interface card such as a LAN card, a modem, etc. The communication section 709 performs communication processing via a network such as the Internet. A drive 710 is also connected to the I / O interface 705 as needed. A removable medium 711, such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, etc., is installed on the drive 710 as needed, so that a computer program read therefrom is installed into the storage section 708 as needed.

[0089] In particular, according to the embodiments disclosed in the present invention, the process described above with reference to the flowchart can be implemented as a computer software program. For example, the embodiments disclosed in the present invention include a computer program product, which includes a computer program carried on a computer-readable medium, and the computer program contains program code for executing the method shown in the flowchart. In such an embodiment, the computer program can be downloaded and installed from the network through the communication part 709, and / or installed from the removable medium 711. When the computer program is executed by the central processing unit (CPU) 701, the above-mentioned functions defined in the system of the present invention are executed.

[0090] It should be noted that the computer-readable medium shown in the present invention may be a computer-readable signal medium or a computer-readable storage medium or any combination of the above two. The computer-readable storage medium may be, for example, but not limited to, an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, device or device, or any combination of the above. More specific examples of computer-readable storage media may include, but are not limited to: an electrical connection with one or more wires, 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), an 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 above. In the present invention, a computer-readable storage medium may be any tangible medium containing or storing a program that can be used by or in combination with an instruction execution system, device or device. In the present invention, a computer-readable signal medium may include a data signal propagated in a baseband or as part of a carrier wave, which carries a computer-readable program code. This propagated data signal may take a variety of forms, including but not limited to electromagnetic signals, optical signals, or any suitable combination of the above. Computer-readable signal media may also be any computer-readable medium other than computer-readable storage media, which may send, propagate or transmit a program for use by or in conjunction with an instruction execution system, apparatus or device. The program code contained on the computer-readable medium may be transmitted using any appropriate medium, including but not limited to: wireless, wire, optical cable, RF, etc., or any suitable combination of the above.

[0091] The flow chart and block diagram in the accompanying drawings illustrate the possible architecture, function and operation of the system, method and computer program product according to various embodiments of the present invention. In this regard, each box in the flow chart or block diagram can represent a module, a program segment, or a part of a code, and the above-mentioned module, program segment, or a part of a code contains one or more executable instructions for realizing the specified logical function. It should also be noted that in some alternative implementations, the functions marked in the box can also occur in a different order from the order marked in the accompanying drawings. For example, two boxes represented in succession can actually be executed substantially in parallel, and they can sometimes be executed in the opposite order, depending on the functions involved. It should also be noted that each box in the block diagram or flow chart, and the combination of the boxes in the block diagram or flow chart can be implemented with a dedicated hardware-based system that performs a specified function or operation, or can be implemented with a combination of dedicated hardware and computer instructions.

[0092] The modules involved in the embodiments of the present invention may be implemented by software or hardware. The modules described may also be set in a processor, for example, it may be described as: a processor includes a matching module, a deduplication module and a reorganization module. The names of these modules do not constitute a limitation on the modules themselves in some cases, for example, the reorganization module may also be described as a "module that reorganizes according to the relationship".

[0093] As another aspect, the present invention also provides a computer-readable medium, which may be included in the device described in the above embodiment; or it may exist independently without being assembled into the device. The above computer-readable medium carries one or more programs, and when the above one or more programs are executed by a device, the device includes: matching multiple target business tools according to user incoming line data; obtaining data objects and data operations of each target business tool, and deduplicating the data objects and data operations of each target business tool; extracting relationship data from the data objects and data operations of each target business tool, and reorganizing the deduplicated data objects and data operations according to the relationship data to obtain an integrated business tool; the relationship data includes the relationship between data objects, the relationship between data operations, and the relationship between data objects and data operations.

[0094] According to the technical solution of the embodiment of the present invention, the present invention has the following advantages or beneficial effects: it can automatically match the business tools to be used according to the user's incoming data, thereby reducing the time consumption of selecting business tools; by extracting, comparing and deduplicating the data objects and data operations of the target business tools, it avoids the duplication of business projects and business processes; based on the relational data extracted from the target business tools, the deduplicated data objects and data operations are reorganized to generate new business tools, thereby realizing the integration of business tools, enhancing the processing efficiency and flexibility of customer service business, reducing the workload of customer service personnel, improving user experience and increasing user satisfaction.

[0095] The specific implementation methods described herein do not constitute limitations on the scope of protection of the present invention. It should be understood by those skilled in the art that various modifications, combinations, sub-combinations and substitutions may occur depending on design requirements and other factors. Any modifications, equivalent substitutions and improvements made within the spirit and principles of the present invention shall be included in the scope of protection of the present invention.

Claims

1. A method for generating an integrated business tool, characterized in that: include: Match multiple target business tools based on user incoming line data; Acquire data objects and data operations of each target business tool, and deduplicate the data objects and data operations of each target business tool; Relationship data is extracted from the data objects and data operations of each target business tool, and the deduplicated data objects and data operations are reorganized according to the relationship data to obtain an integrated business tool; wherein the relationship data includes the relationship between data objects, the relationship between data operations, and the relationship between data objects and data operations.

2. The method according to claim 1, characterized in that: Multiple target business tools are matched based on user incoming line data, including: Identify the user's incoming call intention based on the user's incoming call data; In response to identifying a user's incoming call intention, matching a service profile with the user's incoming call intention, and further matching a plurality of target service tools according to the service profile; In response to failure to identify the user's incoming call intention, the user's incoming call data is used to match multiple target business tools.

3. The method according to claim 2, characterized in that The user incoming data includes user incoming data in multiple dimensions; identifying the user incoming intention according to the user incoming data includes: Selecting a dimension related to the user's online intention from the multiple dimensions; Segmenting the user incoming data on the dimension related to the user's incoming intention; Keywords are extracted from the segmented results, and the keywords are used to identify the user's online intention.

4. The method according to claim 3, characterized in that In response to failure to identify the user's incoming call intention, the user's incoming call data is used to match multiple target business tools, including: Selecting a dimension related to a preset default business tool from the plurality of dimensions; The user incoming line data in the dimension related to the preset default business tool is matched with the preset default business tool, and the default business tool is used as the target business tool.

5. The method according to claim 1, characterized in that Obtain data objects and data operations for each target business tool, including: Acquire a tool data model corresponding to each target business tool, wherein the tool data model is obtained by transforming the business tool according to a predefined data model standard, wherein the predefined data model standard defines a standard for data objects and data operations; Data objects and data operations are extracted from each of the tool data models.

6. The method according to claim 1, characterized in that The data object at least includes a business scenario and a business data object, and the data operation at least includes an operation on the business data object; deduplication of the data objects and data operations of each target business tool includes: For any business scenario, compare each business data object associated with the business scenario to determine whether there are duplicate business data objects, and if so, remove duplicates from the duplicate business data objects; and, For any business scenario, compare the operations on the business data objects associated with the business scenario to determine whether there are repeated operations on the business data objects. If so, deduplicate the repeated operations on the business data objects.

7. The method according to claim 6, characterized in that Also includes: Allocating a unique identifier to the integrated business tool, and storing an association between the unique identifier and a business profile of the integrated business tool; In response to identifying the user incoming intention of the online user and matching the service profile with the user incoming intention, the integrated service tool is called to process the user incoming data of the online user.

8. A device for generating an integrated business tool, characterized in that: include: A matching module is used to match multiple target business tools according to user incoming line data; A deduplication module, used to obtain data objects and data operations of each target business tool, and to dedupe the data objects and data operations of each target business tool; A reorganization module is used to extract relational data from the data objects and data operations of each target business tool, and reorganize the deduplicated data objects and data operations according to the relational data to obtain an integrated business tool; the relational data includes the relationship between data objects, the relationship between data operations, and the relationship between data objects and data operations.

9. An electronic device, characterized in that: include: one or more processors; as well as, a memory communicatively connected to the at least one processor; wherein, The memory stores instructions that can be executed by the at least one processor, and the instructions are executed by the at least one processor to enable the at least one processor to perform the method according to any one of claims 1 to 7.

10. A computer readable medium having a computer program stored thereon, characterized in that: When the program is executed by a processor, the method according to any one of claims 1 to 7 is implemented.

11. A computer program product, comprising a computer program, characterized in that When the computer program is executed by a processor, the method according to any one of claims 1 to 7 is implemented.

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