One-key fault reporting intelligent service system

Abstract

The invention relates to a one-key fault-reporting intelligent service system, and the system comprises a one-key intelligent fault-reporting entrance which is used for being embedded in the whole scene of each business system, and obtaining a fault-reporting instruction of a user in a one-key triggering manner; the information automatic acquisition module is connected with the one-key intelligent fault reporting entrance, and the one-key intelligent fault reporting entrance is used for automatically acquiring user information and fault data from different service systems according to a reported fault instruction; the intelligent analysis module is connected with the automatic information acquisition module and is used for performing analysis processing based on the acquired user information and the fault data to obtain a fault preliminary judgment result; and the automatic dispatching and fault processing module is connected with the intelligent analysis module and is used for automatically dispatching the fault preliminary judgment result and the fault data to workers for fault processing. Compared with the prior art, the method has the advantages of breaking an information island, simplifying a reporting process and the like.

Description

Technical Field

[0001] The present invention relates to the technical field of integration of information technology and service management, and in particular to a one-key fault reporting intelligent service system. Background Art

[0002] In the tide of digital transformation, the complexity of enterprise business systems continues to increase, and the requirements for fault response speed and service quality are also increasing. The traditional fault reporting mechanism can no longer meet the rapid development needs of modern enterprises due to its complex processes, information islands and other issues. Especially in the insurance industry, facing the daily business dependence of hundreds of thousands of users, the stability of the system is crucial, and any failure may lead to significant losses.

[0003] Therefore, developing an intelligent, automated, and efficient fault reporting service system is crucial to improving fault handling efficiency, reducing business interruption risks, and improving customer satisfaction. This system can ensure business continuity and data integrity through real-time monitoring, rapid response, and precise repair, helping companies maintain their leading position in market competition. Summary of the invention

[0004] The purpose of the present invention is to provide a one-key fault reporting intelligent service system that realizes the convenience of fault reporting and the timeliness of fault handling.

[0005] The purpose of the present invention can be achieved by the following technical solutions:

[0006] One-click fault reporting intelligent service system, including:

[0007] One-click intelligent fault reporting portal: used to be embedded in all business system scenarios, using a one-click trigger method to obtain the user's fault reporting instructions;

[0008] Automatic information collection module: with the one-key intelligent fault reporting portal, the one-key intelligent fault reporting portal is used to automatically collect user information and fault data from different business systems according to the fault reporting instruction;

[0009] Intelligent analysis module: connected to the automatic information collection module, the intelligent analysis module is used to analyze and process the collected user information and fault data to obtain a preliminary fault determination result;

[0010] Automatic dispatching and fault handling module: connected to the intelligent analysis module, the automatic dispatching and fault handling module is used to automatically dispatch the preliminary fault determination results and fault data to the staff for fault handling.

[0011] Furthermore, the one-key triggering method includes multiple types, including one or more of a floating ball, a screenshot prompt, and a prompt window button.

[0012] Furthermore, the automatic information collection module uses a unified and standardized interface to collect user information and fault data from different business systems, thereby achieving interconnection and intercommunication of data between different business systems.

[0013] Furthermore, the fault data includes multiple types, including:

[0014] Page information: including the address and full URL of the page visited by the user, page name and content;

[0015] Business context: includes the user's operations on the current page, the current status of the business process, and related business data;

[0016] Prompt information: including pop-up error prompts, warning messages, and exception logs.

[0017] Furthermore, the intelligent analysis module includes:

[0018] User analysis unit: used to determine the user level based on user information;

[0019] Fault data analysis unit: used to automatically analyze based on the user level, fault data, business systems associated with the fault and their modules using weight algorithms and data matrix algorithms to obtain preliminary judgment types of faults, the degree of impact of the faults and their priority.

[0020] Furthermore, the automatic dispatching and fault handling module includes:

[0021] A work order generating unit: used for generating a work order based on the preliminary fault determination result and the fault data;

[0022] Dispatching unit: used for selecting the staff to be dispatched by adopting an automatic dispatching algorithm based on the work order and in combination with the work status and function of the staff;

[0023] Work order response unit: used to determine whether the staff responds to the work order;

[0024] Fault handling unit: used to obtain the staff's call instructions and use auxiliary diagnostic tools to locate and handle faults;

[0025] Progress tracking and result feedback unit: used to provide real-time fault handling progress tracking and fault result feedback.

[0026] Furthermore, the automatic dispatching and fault handling module also includes a cyclic alarm unit, which is connected to the work order response unit and is used to send alarm information to corresponding staff using a cyclic escalation alarm mechanism for work orders that are not responded to within a set time.

[0027] Furthermore, the auxiliary diagnostic tool includes one or more of the following:

[0028] Backtracking tool: used to obtain user operation videos for troubleshooting;

[0029] System performance monitoring tool: used to monitor system usage in real time, and promptly identify and resolve potential problems;

[0030] Log analysis tool: used to analyze system logs and application logs to locate the root cause of the fault.

[0031] Furthermore, it also includes a voice assistance module for obtaining the fault phenomenon described by the user's voice and converting it into a fault report.

[0032] Furthermore, it also includes a service optimization module:

[0033] Deep mining unit: used to use big data analysis technology to conduct deep mining on the fault data to identify potential problems and improvement points of the business system;

[0034] Service quantitative evaluation unit: obtain user satisfaction evaluation and conduct quantitative evaluation of service quality in combination with the constructed service performance evaluation system.

[0035] Compared with the prior art, the present invention has the following beneficial effects:

[0036] (1) The present invention can automatically collect user information and fault data of different business systems according to the user's one-click fault reporting instruction through a one-click intelligent fault reporting entrance and an automatic information collection module, so as to simplify the fault reporting process and break the information island. At the same time, the intelligent analysis module and the automatic dispatching and fault handling module are used to distribute and handle faults, which greatly improves the fault handling speed, thereby achieving the convenience of fault reporting and the timeliness of fault handling.

[0037] (2) When the automatic dispatching and fault handling module of the present invention dispatches work orders, it combines the preliminary fault determination results and the employee's own characteristics, adopts an automatic dispatching algorithm to dispatch the work order to the most suitable staff member, and combines a cyclic upgrade alarm mechanism to remind the staff member to handle the work order in a timely manner, thereby improving the efficiency and accuracy of fault handling.

[0038] (3) The present invention reduces the frequency and impact of system failures through timely and effective data analysis and fault handling, and improves the overall stability and reliability of the system. The system forms a comprehensive service support system integrating fault handling, technical support, and service optimization, providing a solid guarantee for the digital transformation of enterprises. BRIEF DESCRIPTION OF THE DRAWINGS

[0039] Figure 1 It is a schematic diagram of the system structure of the present invention. DETAILED DESCRIPTION

[0040] The present invention is described in detail below in conjunction with the accompanying drawings and specific embodiments. This embodiment is implemented based on the technical solution of the present invention, and provides a detailed implementation method and specific operation process, but the protection scope of the present invention is not limited to the following embodiments.

[0041] This embodiment provides a one-click fault reporting intelligent service system to achieve the immediacy, accuracy and convenience of fault reporting, and at the same time build a complete service support system to provide enterprises with all-round, all-weather service guarantees. The system adopts a distributed architecture and an efficient data transmission mechanism to ensure the immediacy and accuracy of system operation. Figure 1 As shown, the system includes a one-key intelligent fault reporting portal 1, an automatic information collection module 2, an intelligent analysis module 3, an automatic dispatch and fault processing module 4, a voice assistance module 5, and a service optimization module 6. The one-key intelligent fault reporting portal 1 is connected to the automatic information collection module 2, and the automatic information collection module 2 is also connected to the intelligent analysis module 3 and the service optimization module 6. The intelligent analysis module 3 is also connected to the automatic dispatch and fault processing module 4 and the voice assistance module 5.

[0042] 1. Intelligent fault reporting entrance 1:

[0043] The one-click fault reporting function is seamlessly embedded in all business system scenarios, including multiple triggering methods such as floating ball, screenshot prompts, prompt window buttons, etc., to ensure that users can easily report faults anytime and anywhere.

[0044] 2. Automatic information collection 2:

[0045] The automatic information collection module 2 uses a unified and standardized interface 21 to automatically capture user information and fault data from different business systems, and realize the interconnection and interoperability of data between different business systems. By integrating the standard API interface, the system can automatically integrate user information from different business systems as well as page information, prompt information, business context and other fault data, breaking down information silos and ensuring that the fault handling team can fully understand the fault situation without having to check across systems.

[0046] The specific meanings of page information, business context, and prompt information are as follows:

[0047] Page information: including the address and full URL of the page visited by the user, page name and content, etc.;

[0048] Business context: includes the user's operations on the current page, the current status of the business process, related business data, policy information, agent information, etc.

[0049] Prompt information: including pop-up error prompts, warning messages, exception logs, etc.

[0050] 3. Intelligent analysis module 3:

[0051] This module includes a user analysis unit 31 and a fault data analysis unit 32. The user analysis unit 31 determines the user level according to the user information; the fault data analysis unit 32 uses a weight algorithm and a data matrix algorithm to automatically analyze based on the user level, fault data, business systems associated with the fault and the modules to which they belong, to obtain the preliminary judgment type of the fault, the impact degree of the fault and the priority, and provide strong support for rapid response.

[0052] 4. Automatic dispatch and fault handling module 4:

[0053] The module includes a work order generation unit 41, a dispatch unit 42, a work order response unit 43, a fault handling unit 44, a progress tracking and result feedback unit 45, and a cyclic alarm unit 46. The work order generation unit 41 quickly captures the preliminary fault determination results and fault data and transmits them to the background to generate a work order; the background dispatch unit 42 uses an automatic dispatch algorithm to select and dispatch to the most suitable background staff based on the work order and in combination with the work status and functions of the staff; the work order response unit 43 determines whether the staff responds to the work order within 5 minutes to perform strict time control; the cyclic alarm unit 46 is connected to the work order response unit 43, and is used to send alarm information to the corresponding staff for the work order that has not been responded to after the timeout, using a cyclic upgrade alarm mechanism to improve the efficiency and accuracy of fault handling; the fault handling unit 44 is used to obtain the staff's call instructions and use auxiliary diagnostic tools to locate and handle the fault. The progress tracking and result feedback unit 45 provides real-time fault handling progress tracking and fault result feedback.

[0054] The auxiliary diagnostic tools include backtracking tools, system performance monitoring tools, and log analysis tools. Technical support personnel can use the backtracking tool to view the user's specific operation video and conduct troubleshooting; use the system performance monitoring tool to monitor the use of system resources in real time, such as CPU, memory, disk I / O, etc., to promptly discover and solve potential problems; and use the log analysis tool to analyze system logs, application logs, etc. to locate the root cause of the fault. Combining the analysis results of the above tools, the technical support team can quickly locate the fault, develop a solution, and handle it.

[0055] 5. Voice assistance module 5:

[0056] This module interacts with the user. By introducing voice input assistance, the user can describe the existing fault phenomenon through voice, simplify the operation process, improve the user experience, and instantly turn it into a fault report for subsequent operations. This module provides a friendly interactive interface to ensure smooth user operation.

[0057] 6. Service optimization module 6:

[0058] This module includes a deep mining unit 61 and a service quantitative evaluation unit 62. The deep mining unit 61 uses big data analysis technology to perform deep mining on the fault data to identify potential problems and improvement points of the business system; the service quantitative evaluation unit 62 obtains the user's satisfaction evaluation and performs quantitative evaluation of the service quality in combination with the constructed service performance evaluation system.

[0059] Through the above modules, the system builds an efficient service support system:

[0060] 1. Build a closed-loop service process that integrates fault reception, analysis, allocation, processing, and feedback to ensure that faults are handled promptly and effectively.

[0061] 2Establish a professional technical support team and combine auxiliary diagnostic tools to quickly locate and resolve faults.

[0062] 3. Provide real-time progress tracking and result feedback functions to enhance user trust and satisfaction.

[0063] 4Regularly collect user feedback, continuously optimize service processes and product functions, and form a virtuous cycle of service improvement mechanism.

[0064] Based on the above system functions, the system performs the following steps:

[0065] Step 1. Start-up phase: precise reach

[0066] ·Multi-system integration covers all scenarios, and more than 200,000 insurance agents can cross business boundaries and access the cloud-based fault reporting system with one click.

[0067] The three major entrances, namely the floating ball, smart screenshot prompt, and prompt window button, are seamlessly integrated into multiple core business systems across the company.

[0068] Step 2: Information Collection: Zhihui Data

[0069] Page information, business information, and prompt information accurately and automatically capture user identity and every operation detail.

[0070] ·Introducing voice assistance, the agent’s voice description is instantly converted into a detailed fault report.

[0071] Step 3: Processing flow: efficient closed loop

[0072] Customized fault reporting tickets can predict fault types, locate the impact range, and be assigned to professional technical support teams in seconds for lightning response.

[0073] Track the progress of the process in real time to ensure that each operation is transparent and efficient. Collaborate across multiple departments and regions, allocate resources in real time, and speed up troubleshooting.

[0074] Step 4: Feedback Optimization: Continuous Generation Selection

[0075] Instant feedback on processing results, one-click evaluation of user satisfaction, and building a closed service loop.

[0076] Regularly review service performance, driven by data, and continuously optimize service processes and product functions.

[0077] ·The voices of more than 200,000 agents converge into an ocean, feedback drives innovation, and jointly creates a new service ecosystem.

[0078] Although the preferred embodiments of the present invention have been described, those skilled in the art may make other changes and modifications to these embodiments once they have learned the basic creative concept. Therefore, the appended claims are intended to be interpreted as including the preferred embodiments and all changes and modifications that fall within the scope of the present invention.

[0079] Obviously, those skilled in the art can make various changes and modifications to the present invention without departing from the spirit and scope of the present invention. Thus, if these modifications and variations of the present invention fall within the scope of the claims of the present invention and their equivalents, the present invention is also intended to include these modifications and variations.

Claims

1. A one-key fault reporting intelligent service system, characterized in that: include: One-click intelligent fault reporting portal (1): used to be embedded in all business system scenarios, using a one-click trigger method to obtain the user's fault reporting instructions; An automatic information collection module (2) is connected to the one-key intelligent fault reporting portal (1), and the one-key intelligent fault reporting portal (1) is used to automatically collect user information and fault data from different business systems according to the fault reporting instruction; Intelligent analysis module (3): connected to the automatic information collection module (2), the intelligent analysis module (3) is used to analyze and process the collected user information and fault data to obtain a preliminary fault determination result; Automatic dispatching and fault handling module (4): connected to the intelligent analysis module (3), the automatic dispatching and fault handling module (4) is used to automatically dispatch the preliminary fault determination result and fault data to the staff for fault handling.

2. According to claim 1, the one-key fault reporting intelligent service system is characterized in that: The one-key triggering method includes multiple types, including one or more of a floating ball, a screenshot prompt, and a prompt window button.

3. The one-key fault reporting intelligent service system according to claim 1 is characterized in that: The automatic information collection module (2) uses a unified and standardized interface (21) to collect user information and fault data from different business systems, thereby achieving interconnection and intercommunication of data between different business systems.

4. The one-key fault reporting intelligent service system according to claim 1 is characterized in that: The fault data includes multiple types, including: Page information: including the address and full URL of the page visited by the user, page name and content; Business context: includes the user's operations on the current page, the current status of the business process, and related business data; Prompt information: including pop-up error prompts, warning messages, and exception logs.

5. The one-key fault reporting intelligent service system according to claim 1 is characterized in that: The intelligent analysis module (3) comprises: User analysis unit (31): used to determine the user level according to user information; Fault data analysis unit (32): used to automatically analyze based on the user level, fault data, business system associated with the fault and its module, using weight algorithm and data matrix algorithm to obtain preliminary judgment type of fault, impact degree of fault and priority.

6. The one-key fault reporting intelligent service system according to claim 1 is characterized in that: The automatic dispatching and fault handling module (4) comprises: A work order generating unit (41): used for generating a work order based on the preliminary fault determination result and the fault data; A dispatching unit (42) is used to select a dispatched worker based on the work order and in combination with the work status and function of the worker by using an automatic dispatching algorithm; Work order response unit (43): used to determine whether the staff responds to the work order; Fault processing unit (44): used to obtain the call instruction from the staff and use auxiliary diagnosis tools to locate and handle the fault; Progress tracking and result feedback unit (45): used to provide real-time fault handling progress tracking and fault result feedback.

7. The one-key fault reporting intelligent service system according to claim 6 is characterized in that: The automatic dispatching and fault handling module (4) further comprises a cyclic alarm unit (46), which is connected to the work order response unit (43) and is used to send alarm information to corresponding staff members using a cyclic escalation alarm mechanism for work orders that are not responded to within a set time.

8. The one-key fault reporting intelligent service system according to claim 6 is characterized in that: The auxiliary diagnostic tools include one or more of the following: Backtracking tool: used to obtain user operation videos for troubleshooting; System performance monitoring tool: used to monitor system usage in real time, and promptly identify and resolve potential problems; Log analysis tool: used to analyze system logs and application logs to locate the root cause of the fault.

9. The one-key fault reporting intelligent service system according to claim 1, characterized in that: It also includes a voice assistance module (5) for acquiring the fault phenomenon described by the user's voice and converting it into a fault report.

10. The one-key fault reporting intelligent service system according to claim 1, characterized in that: Also includes service optimization module (6): A deep mining unit (61): used to perform deep mining on the fault data using big data analysis technology to identify potential problems and improvement points of the business system; Service quantitative evaluation unit (62): used to obtain user satisfaction evaluation and to conduct quantitative evaluation of service quality in combination with the constructed service performance evaluation system.

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