Work order processing method and device, medium, equipment and product

Abstract

A work order processing method, apparatus, medium, device and product, the method comprising: in response to receiving a work order creation request sent by a first client, obtaining first work order information through a first model, the work order creation request being used for requesting to create a first work order, and the first model being used for creating a second work order; the first work order information is work order information of the first work order predicted by the first model; sending the first work order information to the first client; in response to a received work order submission request sent by the first client, the first work order is created according to second work order information, the work order submission request comprises the second work order information, and the second work order information is obtained after the first work order information received by the first client is manually verified. According to the technical scheme, the work order information filling efficiency is improved, the work order processing efficiency is improved, and the work order processing quality is improved.

Description

Technical Field

[0001] The present disclosure relates to the technical field of work order processing, and in particular, to a work order processing method, device, medium, equipment and product. Background Art

[0002] In the customer service process, for the problems encountered by users, corresponding work orders can be created. Work orders can be used to record, track, and monitor the completion of tasks. Work orders can be assigned or transferred to relevant customer service personnel so that the user's problems can be properly solved. At present, with the increase in the number of user consultations, the number of work orders is also gradually increasing. However, the processing quality of work orders in related technologies is not high and the processing efficiency is low. Summary of the invention

[0003] This summary is provided to introduce concepts in a brief form that will be described in detail in the detailed description below. This summary is not intended to identify key features or essential features of the claimed technical solution, nor is it intended to limit the scope of the claimed technical solution.

[0004] In a first aspect, the present disclosure provides a work order processing method, the method comprising: In response to receiving a work order creation request sent by a first client, obtaining first work order information through a first model, wherein the work order creation request is used to request the creation of a first work order, and the first work order information is the work order information of the first work order predicted by the first model; Sending the first work order information to the first client; In response to receiving a work order submission request sent by the first client, the first work order is created according to second work order information, wherein the work order submission request includes the second work order information, and the second work order information is obtained by manually verifying the first work order information received by the first client.

[0005] In a second aspect, the present disclosure provides a work order processing method, the method comprising: In response to a work order creation instruction input by a user, sending a work order creation request to a server, wherein the work order creation request is used to request creation of a first work order; Receiving first work order information sent by the server, where the first work order information is work order information of the first work order predicted by the server; Displaying the first work order information on the first page; In response to a work order submission instruction input by a user, obtaining second work order information, where the second work order information is the work order information most recently displayed on the first page; A work order submission request including the second work order information is sent to the server, where the work order submission request is used to instruct the server to create the first work order according to the second work order information.

[0006] In a third aspect, the present disclosure provides a work order processing device, the device comprising: A first acquisition module, configured to acquire first work order information through a first model in response to receiving a work order creation request sent by a first client, wherein the work order creation request is used to request the creation of a first work order, and the first work order information is the work order information of the first work order predicted by the first model; A first sending module, used to send the first work order information to the first client; A creation module is used to create the first work order according to the second work order information in response to receiving the work order submission request sent by the first client, wherein the work order submission request includes the second work order information, and the second work order information is obtained by manually verifying the first work order information received by the first client.

[0007] In a fourth aspect, the present disclosure provides a work order processing device, the device comprising: A creation request sending module, used to send a work order creation request to a server in response to a work order creation instruction input by a user, wherein the work order creation request is used to request the creation of a first work order; A first receiving module, configured to receive first work order information sent by the server, wherein the first work order information is work order information of the first work order predicted by the server; A first display module, used to display the first work order information on a first page; An information acquisition module, configured to acquire second work order information in response to a work order submission instruction input by a user, wherein the second work order information is the work order information most recently displayed on the first page; A submission request sending module is used to send a work order submission request including the second work order information to the server, and the work order submission request is used to instruct the server to create the first work order according to the second work order information.

[0008] In a fifth aspect, the present disclosure provides a computer-readable medium having a computer program stored thereon, which, when executed by a processing device, implements the steps of the work order processing method provided in the first aspect of the present disclosure.

[0009] In a sixth aspect, the present disclosure provides a computer-readable medium having a computer program stored thereon, which, when executed by a processing device, implements the steps of the work order processing method provided in the second aspect of the present disclosure.

[0010] In a seventh aspect, the present disclosure provides an electronic device, including: a storage device having a computer program stored thereon; A processing device is used to execute the computer program in the storage device to implement the steps of the work order processing method provided in the first aspect of the present disclosure.

[0011] In an eighth aspect, the present disclosure provides an electronic device, including: a storage device having a computer program stored thereon; A processing device is used to execute the computer program in the storage device to implement the steps of the work order processing method provided in the second aspect of the present disclosure.

[0012] In a ninth aspect, the present disclosure provides a computer program product, including a computer program, which, when executed by a processor, implements the steps of the work order processing method provided in the first aspect of the present disclosure.

[0013] In a tenth aspect, the present disclosure provides a computer program product, including a computer program, which, when executed by a processor, implements the steps of the work order processing method provided in the second aspect of the present disclosure.

[0014] Through the above technical solution, in response to receiving a work order creation request sent by the first client, the first work order information can be obtained through the first model, and the first work order information can be sent to the first client. In response to receiving a work order submission request sent by the first client, the first work order is created according to the second work order information. In this way, the first work order information can be generated by the first model, and the work order information of the first work order to be created can be pre-filled for the user, thereby improving the efficiency of filling in the work order information, thereby improving the work order processing efficiency, and the second work order information is obtained by manually verifying the first work order information received by the first client, ensuring the accuracy of the second work order information, and thus creating the first work order according to the second work order information, which can ensure the accuracy of the work order information of the first work order, so that the problem of the first work order can be properly solved, and the quality of work order processing is improved.

[0015] Other features and advantages of the present disclosure will be described in detail in the following detailed description. BRIEF DESCRIPTION OF THE DRAWINGS

[0016] The above and other features, advantages and aspects of the embodiments of the present disclosure will become more apparent with reference to the following detailed description in conjunction with the accompanying drawings. Throughout the drawings, the same or similar reference numerals represent the same or similar elements. It should be understood that the drawings are schematic and the originals and elements are not necessarily drawn to scale. In the drawings: Figure 1 It is a schematic diagram showing an implementation environment according to an exemplary embodiment.

[0017] Figure 2 The present invention is a flowchart of a work order processing method according to an exemplary embodiment.

[0018] Figure 3 is a schematic diagram of a second page according to an exemplary embodiment.

[0019] Figure 4 The present invention is a flowchart of a work order processing method according to an exemplary embodiment.

[0020] Figure 5 The present invention is a flowchart of interaction between a first client, a second client and a server according to an exemplary embodiment.

[0021] Figure 6 The present invention is a block diagram of a work order processing device according to an exemplary embodiment.

[0022] Figure 7 The present invention is a block diagram of a work order processing device according to an exemplary embodiment.

[0023] Figure 8 A schematic diagram of the structure of an electronic device suitable for implementing the embodiments of the present disclosure is shown. DETAILED DESCRIPTION

[0024] Embodiments of the present disclosure will be described in more detail below with reference to the accompanying drawings. Although certain embodiments of the present disclosure are shown in the accompanying drawings, it should be understood that the present disclosure can be implemented in various forms and should not be construed as being limited to the embodiments described herein, which are instead provided for a more thorough and complete understanding of the present disclosure. It should be understood that the drawings and embodiments of the present disclosure are only for exemplary purposes and are not intended to limit the scope of protection of the present disclosure.

[0025] It should be understood that the various steps described in the method embodiments of the present disclosure may be performed in different orders and / or in parallel. In addition, the method embodiments may include additional steps and / or omit the steps shown. The scope of the present disclosure is not limited in this respect.

[0026] The term "including" and its variations used herein are open inclusions, i.e., "including but not limited to". The term "based on" means "based at least in part on". The term "one embodiment" means "at least one embodiment"; the term "another embodiment" means "at least one additional embodiment"; the term "some embodiments" means "at least some embodiments". The relevant definitions of other terms will be given in the following description.

[0027] It should be noted that the concepts such as "first" and "second" mentioned in the present disclosure are only used to distinguish different devices, modules or units, and are not used to limit the order or interdependence of the functions performed by these devices, modules or units.

[0028] It should be noted that the modifications of "one" and "plurality" mentioned in the present disclosure are illustrative rather than restrictive, and those skilled in the art should understand that unless otherwise clearly indicated in the context, it should be understood as "one or more".

[0029] The names of the messages or information exchanged between multiple devices in the embodiments of the present disclosure are only used for illustrative purposes and are not used to limit the scope of these messages or information.

[0030] It is understandable that before using the technical solutions disclosed in the embodiments of the present disclosure, the types, scope of use, usage scenarios, etc. of the personal information involved in the present disclosure should be informed to the user and the user's authorization should be obtained in an appropriate manner in accordance with relevant laws and regulations.

[0031] For example, in response to receiving an active request from a user, a prompt message is sent to the user to clearly prompt the user that the operation requested to be performed will require obtaining and using the user's personal information. Thus, the user can autonomously choose whether to provide personal information to software or hardware such as an electronic device, application, server, or storage medium that performs the operation of the technical solution of the present disclosure according to the prompt message.

[0032] As an optional but non-limiting implementation, in response to receiving an active request from the user, the prompt information may be sent to the user in the form of a pop-up window, in which the prompt information may be presented in text form. In addition, the pop-up window may also carry a selection control for the user to choose "agree" or "disagree" to provide personal information to the electronic device.

[0033] It is understandable that the above notification and the process of obtaining user authorization are merely illustrative and do not constitute a limitation on the implementation of the present disclosure. Other methods that meet the relevant laws and regulations may also be applied to the implementation of the present disclosure.

[0034] At the same time, it is understandable that the data involved in this technical solution (including but not limited to the data itself, the acquisition or use of the data) shall comply with the requirements of relevant laws, regulations and relevant provisions.

[0035] Figure 1 is a schematic diagram of an implementation environment according to an exemplary embodiment. Figure 1As shown, the implementation environment may include a first client 11, a second client 12, and a server 13, wherein the first client 11 may be integrated in a terminal device used by a user who creates a work order, and the second client 12 may be integrated in a terminal device used by a customer service representative who solves the problem, and the terminal device may be a mobile phone, a laptop, a personal computer, a tablet computer, etc. The server 13 may be a cloud server, an AI (Artificial Intelligence) platform, etc. The first client 11 and the second client 12 are both communicatively coupled with the server 13, and communication may be performed in any manner, such as wired communication, 4G, 5G, NB-IOT, eMTC, LTE, LTE-A, near field communication, etc.

[0036] Figure 2 is a flowchart of a work order processing method according to an exemplary embodiment. The method can be applied to Figure 1 The server 13 shown, such as Figure 2 As shown, the method may include steps 21 to 23.

[0037] In step 21, in response to receiving a work order creation request sent by a first client, first work order information is obtained through a first model.

[0038] For example, the user can edit and send "I want to create a work order" on the page of the first client 11, and the first client 11 can receive the work order creation instruction input by the user. For another example, the user can click a button for creating a work order on the page of the first client 11, and the first client 11 can receive the work order creation instruction input by the user. The first client 11 can send a work order creation request to the server 13 in response to the work order creation instruction input by the user, and the work order creation request is used to request the creation of a first work order.

[0039] After receiving the work order creation request, the server 13 can obtain the first work order information through the first model, and the first work order information is the work order information of the first work order predicted by the first model. Among them, the server 13 is integrated with the first model, and the first model can be, for example, a large language model. For example, the user can enter the problem information to be solved in the page of the first client 11, and create a first work order for the problem information. The work order creation request sent by the first client 11 to the server 13 may include the problem information. The first model can generate the first work order information based on the problem information. The first work order information may include, for example, the work order description information of the first work order.

[0040] In step 22, first work order information is sent to the first client.

[0041] In step 23, in response to receiving the work order submission request sent by the first client, a first work order is created according to the second work order information.

[0042] The first client 11 can receive the first work order information sent by the server 13, and display the first work order information on the first page, which can be any page. In this way, the first work order information can be generated by the first model, and the work order information of the first work order to be created can be pre-filled for the user, thereby improving the efficiency of filling in the work order information. In response to the work order submission instruction input by the user, the first client 11 can obtain the second work order information, which is the work order information most recently displayed on the first page.

[0043] Among them, the second work order information is obtained by manually verifying the first work order information received by the first client 11. For example, if the user believes that the first work order information is accurate, the user can directly enter the work order submission instruction, such as clicking the Submit Work Order button. In this case, the first work order information can be used as the second work order information. For example, the user can also modify the first work order information. The first client 11 can respond to the information modification instruction entered by the user on the first page and modify the work order information displayed on the first page according to the information modification instruction. The second work order information is the work order information after the user's modification. After confirming that the second work order information is correct, the user can enter the work order submission instruction, such as clicking the Submit Work Order button. After receiving the work order submission instruction entered by the user, the first client 11 can send a work order submission request including the second work order information to the server 13. The work order submission request is used to instruct the server 13 to create a first work order based on the second work order information.

[0044] Through the above technical solution, in response to receiving a work order creation request sent by the first client, the first work order information can be obtained through the first model, and the first work order information can be sent to the first client. In response to receiving a work order submission request sent by the first client, the first work order is created according to the second work order information. In this way, the first work order information can be generated by the first model, and the work order information of the first work order to be created can be pre-filled for the user, thereby improving the efficiency of filling in the work order information, thereby improving the work order processing efficiency, and the second work order information is obtained by manually verifying the first work order information received by the first client, ensuring the accuracy of the second work order information, and thus creating the first work order according to the second work order information, which can ensure the accuracy of the work order information of the first work order, so that the problem of the first work order can be properly solved, and the quality of work order processing is improved.

[0045] In one embodiment, the work order processing method provided by the present disclosure and applied to the server 13 may also include: In response to receiving the question information sent by the first client, determining answer information corresponding to the question information; Sending answer information to the first client; wherein the work order creation request is sent by the first client after receiving the answer information.

[0046] For example, the first client 11 may be an instant messaging software client, a social media platform, or other online communication client. The first client 11 may send a conversation request to the server 13 in response to a conversation initiation instruction input by the user, and display a second page. For example, the conversation initiation instruction is used to initiate a conversation between the user and the intelligent customer service, and the second page may be a chat page between the user and the intelligent customer service. In response to obtaining the question information input by the user on the second page, the first client 11 sends the question information to the server 13, and the server 13 may determine the answer information corresponding to the question information, for example, obtaining the answer information through the first model.

[0047] Figure 3 FIG. 1 is a schematic diagram of a second page according to an exemplary embodiment. Figure 3 As shown, the area 31 displays the question information entered by the user in the second page, such as "What should I do if the network is slow and I cannot receive messages?" After receiving the question information, the first client 11 can send the question information to the server 13. The server 13 can determine the answer information corresponding to the question information through the first model and send the answer information to the first client 11. Figure 3 As shown, the first client 11 can display the answer information in area 32 of the second page. Figure 3 The problem information is only an example of an embodiment. The user can also input the problem information in the second page by voice. The first client 11 can recognize the voice information input by the user and obtain the corresponding text information. The second page also displays a control for the user to input the work order creation instruction. The control can be provided as a button, for example Figure 3 Below the area 32 in the second page shown, a create work order button 33 may be displayed. If the user believes that the answer information fails to solve the problem, the user may click the create work order button 33. The first client 11 receives the work order creation instruction input by the user and may send a work order creation request to the server 13. The server 13 may obtain the first work order information through the first model and send the first work order information to the first client 11. The first client 11 may display the first work order information on the first page. The first page may be another page different from the second page, or the first page and the second page may be the same page. Figure 3 Taking the first page and the second page as the same page as an example, the first work order information can be displayed in the work order filling area 34. If the user believes that the first work order information is accurate, the user can directly click the submit button 35. The user can also modify the first work order information and then click the submit button 35. When the user clicks the submit button 35, the first client receives the work order submission instruction entered by the user.

[0048] Through the above technical solution, the answer information corresponding to the question information can be determined by the server and sent to the first client without waiting for a manual reply from customer service. If the answer information can solve the user's problem, there is no need to create an additional work order, thereby improving problem handling efficiency.

[0049] In one implementation, the first work order information includes work order description information, and obtaining the first work order information through the first model may include: The first question information set and the first answer information set are used as inputs of the first model, and work order description information of the first work order is obtained through reasoning with the first model.

[0050] For example, after the user initiates the current conversation request through the first client 11, multiple rounds of conversations can be conducted with the intelligent customer service on the second page, that is, multiple question and answer pairs. The first question information set includes all question information sent by the first client 11 and received since the first client 11 initiated the current conversation request. The first answer information set includes the answer information corresponding to each question information in the determined question information set. Using the first question information set and the first answer information set as the input of the first model can enable the first model to better understand the user's intention, make the reasoning basis of the first model more sufficient, and provide more reference information for the reasoning of the first model. The first model can infer and summarize the work order description information of the first work order. Among them, the work order description information is the description information of the first work order, which may include the work order title information and work order explanation information of the first work order. The work order explanation information is the specific and detailed explanation information of the problem, such as Figure 3 As shown, for example, the work order title information is a network jam problem, and the work order explanation information is that the network is jammed and the message reception is delayed.

[0051] Through the above scheme, the first question information set and the first answer information set are used as the input of the first model, and the work order description information of the first work order is obtained by reasoning with the first model, so that the reasoning basis of the first model is more sufficient, and the accuracy of the obtained work order description information is improved. The work order description information of the first work order can be pre-filled for the user, which improves the efficiency of filling in the work order information, thereby improving the efficiency of work order processing.

[0052] In one implementation, obtaining the first work order information through the first model may further include: Work order category information matching the work order description information is determined through a first model, wherein the first work order information includes work order category information, and the work order category information is used to indicate at least one level of work order category to which the first work order belongs.

[0053] In order to classify the work orders, one or more levels of work order categories may be preset. Taking the setting of multi-level work order categories as an example, the work order category information includes, for example, the business category information of the work order, the first level category information of the problem, and the second level category information of the problem. The business category information indicates the business scope to which the work order belongs, such as IT systems, customer service, etc. For example, the work order description information may be matched with the preset multiple business category information through the first model, such as Figure 3 As shown, for example, the first model determines that the business category information matching the work order description information is the IT system. The first-level category information of the problem is the category subdivided under the business category information. For example, the IT system is further subdivided into categories such as network and communication, software deployment, etc. The work order description information can be matched with multiple first-level category information preset under the IT system through the first model, such as Figure 3 As shown, for example, the first model determines that the first-level category information of the problem that matches the work order description information is network and communication. The second-level category of the problem is a category subdivided under the first-level category of the problem. For example, the network and communication category is further subdivided into network lag, network connection failure, communication equipment failure, etc. The work order description information can be matched with multiple preset second-level category information of the problem through the first model, such as Figure 3 As shown, for example, the first model determines that the problem secondary category information matching the work order description information is network lag. The first model matches the information in a way that can be, for example, keyword matching, feature vector matching, etc., which is not limited in this disclosure. It should be noted that Figure 3 The work order category information shown is only for explanation and does not constitute a limitation on the embodiments of the present disclosure. In addition, the first work order information may also include the person who raised the problem, which may be the ID or name of the user.

[0054] Through the above technical scheme, based on the inferred work order description information, the work order category information of the first work order can be accurately determined through the first model, and the work order category information of the first work order can be pre-filled for the user, thereby improving the efficiency of filling in work order information and thus improving the work order processing efficiency.

[0055] In one implementation, the implementation method for determining the answer information corresponding to the question information may be: Based on the second question information set and the second answer information set, determine the first candidate answer corresponding to the question information received this time from the first knowledge base through the first model; based on the second question information set and the second answer information set, determine the second candidate answer corresponding to the question information received this time from the first work order database through the first model; and fuse the first candidate answer and the second candidate answer according to a first preset ratio through the first model to obtain the answer information corresponding to the question information received this time.

[0056] The second question information set includes all question information sent by the first client 11 since the first client 11 initiated the current dialogue request, and the answer information set includes answer information corresponding to each question information in the determined question information set except the question information received this time. A large number of business knowledge documents can be stored in the first knowledge base, and the first work order database stores the work order information of the first solved work order and the solution information corresponding to the first solved work order.

[0057] By way of example, the first model may perform semantic reasoning based on the second question information set and the second answer information set to more accurately understand the intention of the question information raised by the user this time. For example, through reasoning, it is determined that the user wants to solve problems related to network lags, and the document content of the business knowledge document whose title information includes network lags in the first knowledge base may be determined as the first candidate answer, and the solution information corresponding to the first resolved work order including network lags in the work order information may be determined as the second candidate answer. By way of another example, the first model may extract keywords from the second question information set and the second answer information set, and vectorize the keywords to obtain corresponding feature vectors, perform similarity calculation on the feature vectors of the keywords and the feature vectors of the title information of each business knowledge document, and use the text content in the knowledge document corresponding to the calculation result greater than a certain threshold as the first candidate answer, perform similarity calculation on the feature vectors of the keywords and the feature vectors of the work order information of the first resolved work order, and use the solution information of the first resolved work order corresponding to the calculation result greater than a certain threshold as the second candidate answer.

[0058] The first preset ratio can be preset. The first model can directly merge the first candidate answer and the second candidate answer according to the first preset ratio, or can summarize the first candidate answer and the second candidate answer respectively, merge the summarized contents according to the first preset ratio, and the first model can further summarize and infer the answer information corresponding to the question information based on the merged contents.

[0059] By adopting the above technical solution, based on the first knowledge base and the first work order database, answer information can be obtained through the first model, and intelligent replies can be given to questions raised by users. The first model also uses the first knowledge base and the first work order database as references, which can improve the accuracy of the determined answer information.

[0060] In the present disclosure, in response to receiving the question information sent by the first client 11, determining the answer information corresponding to the question information may include: In response to receiving the question information sent by the first client 11, the query intention is identified according to the question information; if the query intention represents a query answer, the answer information corresponding to the question information is determined.

[0061] The query intent is used to characterize the query answer or the query work order processing progress. For example, the query intent can be identified through the first model. For example, if the question information is "What should I do if I can't receive messages due to network lag", the first model can identify the query intent as the query answer based on the keywords therein. If the question information is "How is the progress of the network lag work order", the first model can identify the query intent as the query work order processing progress based on the keywords therein.

[0062] The work order processing method applied to the server 13 provided in the present disclosure may also include: If the query intent represents the progress of querying the work order processing, determine the submitted work orders belonging to the first user based on the user identification information of the first user sent by the first client; determine the first submitted work order that matches the problem information received this time among the submitted work orders belonging to the first user; obtain the processing progress information of the first submitted work order; and send the processing progress information to the first client.

[0063] Among them, the first user is a user who raises question information through the first client 11. The first client 11 can send the user identification information (such as user ID) of the first user to the server 13. The server 13 can call the work order data stored in the work order system to determine the submitted work order belonging to the first user. For example, the problem information can be matched with the title information of the submitted work order through the first model, so as to determine the first submitted work order that matches the problem information received this time, wherein the matching method can be, for example, keyword matching, and the same keywords are considered to be matched. The matching method can also be feature vector similarity calculation, and the similarity is greater than a certain threshold value. After receiving the processing progress information of the first submitted work order, the first client 11 can display the processing progress information on the second page.

[0064] In this way, users can quickly query the work order progress information by asking questions, without having to enter the work order number or search in the work order system, and can know the processing progress of the submitted work order.

[0065] In one embodiment, the work order processing method provided by the present disclosure and applied to the server 13 may also include: In response to receiving a processing request for a first work order sent by a second client, first processing suggestion information is generated through a first model according to the second work order information; the similarity between a feature vector of the first processing suggestion information and a feature vector of a third answer information set is determined; if the similarity is greater than or equal to a preset similarity threshold, the steps of generating the first processing suggestion information through the first model according to the second work order information to determining the similarity between the feature vector of the first processing suggestion information and a feature vector of the third answer information set are re-executed until the similarity is less than the preset similarity threshold; if the similarity is less than the preset similarity threshold, the first processing suggestion information is sent to the second client.

[0066] Among them, the second client 12 can be integrated into the terminal device used by the customer service who solves the problem. When the customer service is processing the first work order, in order to improve processing efficiency, the customer service can choose to view the processing suggestion information of the first work order. For example, by clicking a button for viewing the processing suggestion information for the first work order, the second client 12 can send a processing request for the first work order to the server 13, and the server 13 can generate a first processing suggestion through the first model based on the second work order information.

[0067] The third answer information set includes the answer information corresponding to each question information in the determined third question information set, and the third question information set includes all question information sent by the first client 11 and received before the first work order is created. If the similarity between the feature vector of the first processing suggestion information and the feature vector of the third answer information set is greater than or equal to the preset similarity threshold, it means that the first processing suggestion information generated this time is highly similar to the answer information that the original user saw during the conversation with the intelligent customer service, and the user believes that the original answer information did not solve the problem and therefore created the first work order, so the first processing suggestion information generated this time may not be sent to the second client 12. If the similarity is less than the preset similarity threshold, it can be characterized that the first processing suggestion information generated this time is different from the answer information that the original user saw, and may be the answer that the user needs, so the first processing suggestion information can be sent to the second client 12.

[0068] In this way, customer service can be provided with processing suggestion information for the first work order that is more in line with user needs, so that customer service can reply to the work order in a timely and accurate manner, thereby improving the efficiency and quality of customer service in processing work orders.

[0069] In one implementation, generating first processing suggestion information by using a first model according to the second work order information may include: Based on the second work order information, the second processing suggestion information corresponding to the first work order is determined from the second knowledge base through the first model; based on the second work order information, the third processing suggestion information corresponding to the first work order is determined from the second work order database through the first model; the second processing suggestion information and the third processing suggestion information are merged according to the second preset ratio through the first model to obtain the first processing suggestion information.

[0070] Among them, the second work order database stores the work order information of the second resolved work order and the solution information corresponding to the second resolved work order. The first work order database and the second work order database may be the same or different. The second knowledge base may store a large number of business knowledge documents. The first knowledge base and the second knowledge base may be the same or different, and the present disclosure does not impose any restrictions.

[0071] For example, the first model can be used to perform semantic reasoning based on the second work order information to accurately understand the problem to be solved by the first work order, and the document content in the second knowledge base with the same semantic meaning is used as the second processing suggestion information, and the solution information corresponding to the second solved work order with the same semantic meaning represented by the work order information is used as the third processing suggestion information. In addition, the second processing suggestion and the third processing suggestion information can also be determined by calculating the similarity of feature vectors.

[0072] The second preset ratio can be preset, and the second preset ratio can be the same as or different from the first preset ratio. The first model can directly fuse the second processing suggestion and the third processing suggestion information according to the second preset ratio, or can summarize the second processing suggestion and the third processing suggestion information respectively, and fuse the summarized contents according to the second preset ratio. For the fused contents, the first model can further summarize and infer the first processing suggestion information.

[0073] By adopting the above technical solution, based on the second knowledge base and the second work order database, the processing suggestion information of the first work order can be obtained through the first model, so that the customer service can reply to the work order in a timely and accurate manner, thereby improving the efficiency and quality of the customer service in processing the work order. Figure 4 is a flowchart of a work order processing method according to an exemplary embodiment. The method can be applied to Figure 1 The first client 11 shown, Figure 4 As shown, the method may include steps 41 to 45.

[0074] In step 41, in response to a work order creation instruction input by a user, a work order creation request is sent to a server, wherein the work order creation request is used to request the creation of a first work order; In step 42, first work order information sent by the server is received, where the first work order information is work order information of the first work order predicted by the server; In step 43, the first work order information is displayed on the first page; In step 44, in response to the work order submission instruction input by the user, second work order information is obtained, where the second work order information is the work order information most recently displayed on the first page; In step 45, a work order submission request including the second work order information is sent to the server, where the work order submission request is used to instruct the server to create the first work order according to the second work order information.

[0075] Optionally, before the step of obtaining the second work order information in response to the work order submission instruction input by the user, the work order processing method applied to the first client 11 further includes: In response to an information modification instruction input by the user on the first page, the work order information displayed on the first page is modified according to the information modification instruction.

[0076] Optionally, the work order processing method applied to the first client 11 further includes: In response to the dialogue initiation instruction input by the user, a dialogue request is sent to the server, and the second page is displayed; In response to obtaining the question information input by the user on the second page, sending the question information to the server; Receive the answer information corresponding to the question information sent by the server; The answer information is displayed on the second page, wherein the second page also displays a control for the user to input a work order creation instruction.

[0077] The work order processing method applied to the first client 11 has been described in detail in the introduction of the work order processing method applied to the server 13 .

[0078] Figure 5 is a flowchart of interaction between a first client, a second client, and a server according to an exemplary embodiment. Figure 5 The execution order of the steps shown is for illustration only.

[0079] In step 501, the first client 11 receives a conversation initiation instruction input by a user.

[0080] In step 502 , the first client 11 sends a session request to the server 13 .

[0081] In step 503 , the first client 11 displays the second page.

[0082] In step 504, the first client 11 obtains question information input by the user on the second page.

[0083] In step 505 , the first client 11 sends question information to the server 13 .

[0084] In step 506, the server 13 receives the question information sent by the first client 11 and determines the answer information corresponding to the question information.

[0085] In step 507 , the server 13 sends answer information to the first client 11 .

[0086] In step 508, the first client 11 receives the answer information sent by the server 13, and displays the answer information on the second page.

[0087] In step 509 , the first client 11 receives a work order creation instruction input by a user.

[0088] In step 510 , the first client 11 sends a work order creation request to the server 13 .

[0089] In step 511 , the server 13 receives the work order creation request sent by the first client 11 , and obtains the first work order information through the first model.

[0090] In step 512 , the server 13 sends the first work order information to the first client 11 .

[0091] In step 513 , the first client 11 receives the first work order information sent by the server 13 , and displays the first work order information on the first page.

[0092] In step 514 , the first client 11 responds to the information modification instruction input by the user on the first page and modifies the work order information displayed on the first page according to the information modification instruction.

[0093] In step 515 , the first client 11 obtains second work order information in response to the work order submission instruction input by the user.

[0094] In step 516 , the first client 11 sends a work order submission request including the second work order information to the server 13 .

[0095] In step 517 , the server 13 receives the work order submission request sent by the first client 11 , and creates a first work order according to the second work order information.

[0096] In step 518 , the second client 12 receives a processing request for the first work order.

[0097] In step 519 , the second client 12 sends a processing request for the first work order to the server 13 .

[0098] In step 520, the server 13 receives the processing request sent by the second client 12, and generates first processing suggestion information through the first model according to the second work order information.

[0099] In step 521 , the server 13 determines the similarity between the feature vector of the first processing suggestion information and the feature vector of the third answer information set.

[0100] In step 522 , the server 13 sends first processing suggestion information to the second client 12 when the similarity is less than a preset similarity threshold.

[0101] Based on the same inventive concept, the present disclosure also provides a work order processing device, Figure 6 is a block diagram of a work order processing device 60 according to an exemplary embodiment. The work order processing device 60 can be applied to the server 13, such as Figure 6 As shown, the device 60 may include: A first acquisition module 61 is configured to acquire first work order information through a first model in response to receiving a work order creation request sent by a first client, wherein the work order creation request is used to request the creation of a first work order, and the first work order information is the work order information of the first work order predicted by the first model; A first sending module 62, configured to send the first work order information to the first client; A creation module 63 is used to create the first work order according to the second work order information in response to receiving the work order submission request sent by the first client, wherein the work order submission request includes the second work order information, and the second work order information is obtained after manually verifying the first work order information received by the first client.

[0102] Optionally, the device 60 further includes: A first determining module, configured to determine answer information corresponding to the question information in response to receiving the question information sent by the first client; A second sending module, used for sending the answer information to the first client; The work order creation request is sent by the first client after receiving the answer information.

[0103] Optionally, the first acquisition module 61 includes: The first determination submodule is used to use the first question information set and the first answer information set as inputs of the first model, and obtain the work order description information of the first work order through reasoning by the first model, wherein the first question information set includes all question information sent by the first client since the first client initiated the current dialogue request, the first answer information set includes the answer information corresponding to each question information in the determined question information set; and the first work order information includes the work order description information.

[0104] Optionally, the first acquisition module 61 further includes: The second determination submodule is used to determine the work order category information matching the work order description information through the first model, wherein the first work order information includes the work order category information, and the work order category information is used to indicate at least one level of work order category to which the first work order belongs.

[0105] Optionally, the first determining module includes: a third determination submodule, configured to determine, from the first knowledge base, a first candidate answer corresponding to the question information received this time, by using the first model, according to a second question information set and a second answer information set, wherein the second question information set includes all question information sent by the first client and received since the first client initiated the current dialog request, and the answer information set includes answer information corresponding to each question information in the determined question information set except the question information received this time; a fourth determination submodule, configured to determine, based on the second question information set and the second answer information set, a second candidate answer corresponding to the question information received this time from a first work order database through the first model, wherein the first work order database stores work order information of a first solved work order and solution information corresponding to the first solved work order; The fifth determination submodule is used to fuse the first candidate answer and the second candidate answer according to a first preset ratio through the first model to obtain the answer information corresponding to the question information received this time.

[0106] Optionally, the first determining module includes: a sixth determination submodule, configured to, in response to receiving the question information sent by the first client, identify a query intent according to the question information, wherein the query intent is used to characterize a query answer or a query work order processing progress; The seventh determination submodule is used to determine answer information corresponding to the question information if the query intention represents a query answer.

[0107] Optionally, the device 60 further includes: A second determination module is configured to determine a submitted work order belonging to the first user according to the user identification information of the first user sent by the first client if the query intention represents the query work order processing progress, wherein the first user is the user who raised the question information through the first client; A third determining module is used to determine a first submitted work order that matches the problem information received this time from the submitted work orders belonging to the first user; A second acquisition module, used to acquire processing progress information of the first submitted work order; A third sending module is used to send the processing progress information to the first client.

[0108] Optionally, the device 60 further includes: A generating module, configured to generate first processing suggestion information by using the first model according to the second work order information in response to receiving a processing request for the first work order sent by the second client; a fourth determination module, configured to determine a similarity between a feature vector of the first processing suggestion information and a feature vector of a third answer information set, wherein the third answer information set includes answer information corresponding to each question information in the determined third question information set, and the third question information set includes all question information sent by the first client and received before the first work order is created; a trigger module, configured to trigger the generation module to re-execute the steps of generating the first processing suggestion information through the first model according to the second work order information and determining the similarity between the feature vector of the first processing suggestion information and the feature vector of the third answer information set by the fourth determination module if the similarity is greater than or equal to a preset similarity threshold, until the similarity is less than the preset similarity threshold; A fourth sending module is used to send the first processing suggestion information to the second client if the similarity is less than the preset similarity threshold.

[0109] Optionally, the generating module includes: A first information determination submodule, configured to determine, according to the second work order information, second processing suggestion information corresponding to the first work order from a second knowledge base through the first model; A second information determination submodule, configured to determine, according to the second work order information, third processing suggestion information corresponding to the first work order from a second work order database through the first model, wherein the second work order database stores work order information of a second resolved work order and solution information corresponding to the second resolved work order; The third information determination submodule is used to fuse the second processing suggestion information and the third processing suggestion information according to a second preset ratio through the first model to obtain the first processing suggestion information.

[0110] The present disclosure also provides a work order processing device, Figure 7 is a block diagram of a work order processing device 70 according to an exemplary embodiment. The work order processing device 70 can be applied to the first client 11, such as Figure 7 As shown, the device 70 may include: A creation request sending module 71, configured to send a work order creation request to a server in response to a work order creation instruction input by a user, wherein the work order creation request is used to request the creation of a first work order; A first receiving module 72, configured to receive first work order information sent by the server, where the first work order information is work order information of the first work order predicted by the server; A first display module 73, used to display the first work order information on a first page; An information acquisition module 74, configured to acquire second work order information in response to a work order submission instruction input by a user, where the second work order information is the work order information most recently displayed on the first page; The submission request sending module 75 is used to send a work order submission request including the second work order information to the server, and the work order submission request is used to instruct the server to create the first work order according to the second work order information.

[0111] Optionally, the device 70 further includes: The modification module is used to modify the work order information displayed on the first page according to the information modification instruction input by the user on the first page before the information acquisition module 74 responds to the work order submission instruction input by the user to obtain the second work order information.

[0112] Optionally, the device 70 further includes: A second display module, configured to send a dialog request to the server in response to a dialog initiation instruction input by the user, and display a second page; a question information sending module, configured to send the question information to the server in response to obtaining the question information input by the user on the second page; A second receiving module, used for receiving answer information corresponding to the question information sent by the server; The third display module is used to display the answer information on the second page, wherein the second page also displays a control for the user to input the work order creation instruction.

[0113] Reference below Figure 8 , which shows a schematic diagram of the structure of an electronic device 600 suitable for implementing the embodiment of the present disclosure. The terminal device in the embodiment of the present disclosure may include but is not limited to mobile terminals such as mobile phones, laptop computers, digital broadcast receivers, PDAs (personal digital assistants), PADs (tablet computers), PMPs (portable multimedia players), vehicle terminals (such as vehicle navigation terminals), etc., and fixed terminals such as digital TVs, desktop computers, etc. Figure 8The electronic 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 disclosure.

[0114] like Figure 8 As shown, the electronic device 600 may include a processing device (e.g., a central processing unit, a graphics processing unit, etc.) 601, which can perform various appropriate actions and processes according to a program stored in a read-only memory (ROM) 602 or a program loaded from a storage device 608 into a random access memory (RAM) 603. In the RAM 603, various programs and data required for the operation of the electronic device 600 are also stored. The processing device 601, the ROM 602, and the RAM 603 are connected to each other via a bus 604. An input / output (I / O) interface 605 is also connected to the bus 604.

[0115] Typically, the following devices may be connected to the I / O interface 605: an input device 606 including, for example, a touch screen, a touch pad, a keyboard, a mouse, a camera, a microphone, an accelerometer, a gyroscope, etc.; an output device 607 including, for example, a liquid crystal display (LCD), a speaker, a vibrator, etc.; a storage device 608 including, for example, a magnetic tape, a hard disk, etc.; and a communication device 609. The communication device 609 may allow the electronic device 600 to communicate with other devices wirelessly or by wire to exchange data. Although Figure 8 The electronic device 600 is shown with various devices, but it should be understood that it is not required to implement or possess all the devices shown. More or fewer devices may be implemented or possessed instead.

[0116] In particular, according to an embodiment of the present disclosure, the process described above with reference to the flowchart can be implemented as a computer software program. For example, an embodiment of the present disclosure includes a computer program product, which includes a computer program carried on a non-transitory 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 a network through a communication device 609, or installed from a storage device 608, or installed from a ROM 602. When the computer program is executed by the processing device 601, the above-mentioned functions defined in the method of the embodiment of the present disclosure are executed.

[0117] It should be noted that the computer-readable medium mentioned above in the present disclosure 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 disclosure, 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 disclosure, 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 an electromagnetic signal, an optical signal, 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: wires, optical cables, RF (radio frequency), etc., or any suitable combination of the above.

[0118] In some embodiments, the client and the server may communicate using any currently known or future developed network protocol such as HTTP (HyperText Transfer Protocol), and may be interconnected with any form or medium of digital data communication (e.g., a communication network). Examples of communication networks include a local area network ("LAN"), a wide area network ("WAN"), an internet (e.g., the Internet), and a peer-to-peer network (e.g., an ad hoc peer-to-peer network), as well as any currently known or future developed network.

[0119] The computer-readable medium may be included in the electronic device, or may exist independently without being incorporated into the electronic device.

[0120] The computer-readable medium carries one or more programs. When the one or more programs are executed by the electronic device, the electronic device: in response to receiving a work order creation request sent by the first client, obtains first work order information through a first model, wherein the work order creation request is used to request the creation of a first work order, and the first work order information is the work order information of the first work order predicted by the first model; Sending the first work order information to the first client; In response to receiving a work order submission request sent by the first client, the first work order is created according to second work order information, wherein the work order submission request includes the second work order information, and the second work order information is obtained by manually verifying the first work order information received by the first client.

[0121] Alternatively, the computer-readable medium carries one or more programs, and when the one or more programs are executed by the electronic device, the electronic device: in response to a work order creation instruction input by a user, sends a work order creation request to a server, wherein the work order creation request is used to request the creation of a first work order; Receiving first work order information sent by the server, where the first work order information is work order information of the first work order predicted by the server; Displaying the first work order information on the first page; In response to a work order submission instruction input by a user, obtaining second work order information, where the second work order information is the work order information most recently displayed on the first page; A work order submission request including the second work order information is sent to the server, where the work order submission request is used to instruct the server to create the first work order according to the second work order information.

[0122] Computer program code for performing the operations of the present disclosure may be written in one or more programming languages ​​or a combination thereof, including, but not limited to, object-oriented programming languages, such as Java, Smalltalk, C++, and conventional procedural programming languages, such as "C" or similar programming languages. The program code may be executed entirely on the user's computer, partially on the user's computer, as a separate software package, partially on the user's computer and partially on a remote computer, or entirely on a remote computer or server. In the case of a remote computer, the remote computer may be connected to the user's computer through any type of network, including a local area network (LAN) or a wide area network (WAN), or may be connected to an external computer (e.g., through the Internet using an Internet service provider).

[0123] 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 disclosure. In this regard, each square box in the flow chart or block diagram can represent a module, a program segment or a part of a code, and the module, the program segment or a part of the code contains one or more executable instructions for realizing the specified logical function. It should also be noted that in some implementations as replacements, the functions marked in the square box can also occur in a sequence different from that marked in the accompanying drawings. For example, two square 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 square box in the block diagram and / or flow chart, and the combination of the square boxes in the block diagram and / 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.

[0124] The modules involved in the embodiments described in the present disclosure may be implemented by software or hardware. The name of a module does not limit the module itself in some cases. For example, the first acquisition module may also be described as a "module for acquiring work order information".

[0125] The functions described above herein may be performed at least in part by one or more hardware logic components. For example, without limitation, exemplary types of hardware logic components that may be used include: field programmable gate arrays (FPGAs), application specific integrated circuits (ASICs), application specific standard products (ASSPs), systems on chips (SOCs), complex programmable logic devices (CPLDs), and the like.

[0126] In the context of the present disclosure, a machine-readable medium may be a tangible medium that may contain or store a program for use by or in conjunction with an instruction execution system, device, or equipment. A machine-readable medium may be a machine-readable signal medium or a machine-readable storage medium. A machine-readable medium may include, but is not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, device, or device, or any suitable combination of the foregoing. A more specific example of a machine-readable storage medium may include an electrical connection based on one or more lines, 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 foregoing.

[0127] According to one or more embodiments of the present disclosure, Example 1 provides a work order processing method, the method comprising: In response to receiving a work order creation request sent by a first client, obtaining first work order information through a first model, wherein the work order creation request is used to request the creation of a first work order, and the first work order information is the work order information of the first work order predicted by the first model; Sending the first work order information to the first client; In response to receiving a work order submission request sent by the first client, the first work order is created according to second work order information, wherein the work order submission request includes the second work order information, and the second work order information is obtained by manually verifying the first work order information received by the first client.

[0128] According to one or more embodiments of the present disclosure, Example 2 provides the method of Example 1, wherein the method further includes: In response to receiving the question information sent by the first client, determining answer information corresponding to the question information; Sending the answer information to the first client; The work order creation request is sent by the first client after receiving the answer information.

[0129] According to one or more embodiments of the present disclosure, Example 3 provides the method of Example 2, wherein obtaining first work order information through a first model includes: A first question information set and a first answer information set are used as inputs of the first model, and work order description information of the first work order is obtained through reasoning with the first model, wherein the first question information set includes all question information sent by the first client since the first client initiated the current dialogue request, and the first answer information set includes answer information corresponding to each question information in the determined question information set; and the first work order information includes the work order description information.

[0130] According to one or more embodiments of the present disclosure, Example 4 provides the method of Example 3, wherein obtaining the first work order information through the first model further includes: The work order category information matching the work order description information is determined through the first model, wherein the first work order information includes the work order category information, and the work order category information is used to indicate at least one level of work order category to which the first work order belongs.

[0131] According to one or more embodiments of the present disclosure, Example 5 provides the method of Example 2, wherein determining answer information corresponding to the question information includes: Determining, from the first knowledge base through the first model, a first candidate answer corresponding to the question information received this time according to the second question information set and the second answer information set, wherein the second question information set includes all question information sent by the first client and received since the first client initiated the current dialog request, and the answer information set includes answer information corresponding to each question information in the determined question information set except the question information received this time; Determine, by using the first model, from a first work order database a second candidate answer corresponding to the question information received this time, according to the second question information set and the second answer information set, wherein the first work order database stores work order information of a first solved work order and solution information corresponding to the first solved work order; The first candidate answer and the second candidate answer are merged according to a first preset ratio through the first model to obtain the answer information corresponding to the question information received this time.

[0132] According to one or more embodiments of the present disclosure, Example 6 provides the method of Example 2, wherein in response to receiving the question information sent by the first client, determining answer information corresponding to the question information includes: In response to receiving the question information sent by the first client, identifying the query intent according to the question information, where the query intent is used to characterize the query answer or the query work order processing progress; If the query intent represents a query answer, answer information corresponding to the question information is determined.

[0133] According to one or more embodiments of the present disclosure, Example 7 provides the method of Example 6, wherein the method further includes: If the query intention represents the query work order processing progress, determining the submitted work orders belonging to the first user according to the user identification information of the first user sent by the first client, wherein the first user is the user who raised the question information through the first client; Determining a first submitted work order that matches the problem information received this time from the submitted work orders belonging to the first user; Obtaining processing progress information of the first submitted work order; Sending the processing progress information to the first client.

[0134] According to one or more embodiments of the present disclosure, Example 8 provides the method of Example 2, wherein the method further includes: In response to receiving a processing request for the first work order sent by a second client, generating first processing suggestion information through the first model according to the second work order information; Determine the similarity between the feature vector of the first processing suggestion information and the feature vector of a third answer information set, wherein the third answer information set includes answer information corresponding to each question information in the determined third question information set, and the third question information set includes all question information sent by the first client and received before the first work order is created; If the similarity is greater than or equal to a preset similarity threshold, re-execute the step of generating the first processing suggestion information through the first model according to the second work order information to the step of determining the similarity between the feature vector of the first processing suggestion information and the feature vector of the third answer information set until the similarity is less than the preset similarity threshold; If the similarity is less than the preset similarity threshold, the first processing suggestion information is sent to the second client.

[0135] According to one or more embodiments of the present disclosure, Example 9 provides the method of Example 8, wherein generating first processing suggestion information by using the first model according to the second work order information includes: Determining second processing suggestion information corresponding to the first work order from a second knowledge base through the first model according to the second work order information; According to the second work order information, determine third processing suggestion information corresponding to the first work order from a second work order database through the first model, wherein the second work order database stores work order information of the second resolved work order and solution information corresponding to the second resolved work order; The second processing suggestion information and the third processing suggestion information are fused according to a second preset ratio through the first model to obtain the first processing suggestion information.

[0136] According to one or more embodiments of the present disclosure, Example 10 provides a work order processing method, the method comprising: In response to a work order creation instruction input by a user, sending a work order creation request to a server, wherein the work order creation request is used to request creation of a first work order; Receiving first work order information sent by the server, where the first work order information is work order information of the first work order predicted by the server; Displaying the first work order information on the first page; In response to a work order submission instruction input by a user, obtaining second work order information, where the second work order information is the work order information most recently displayed on the first page; A work order submission request including the second work order information is sent to the server, where the work order submission request is used to instruct the server to create the first work order according to the second work order information.

[0137] According to one or more embodiments of the present disclosure, Example 11 provides the method of Example 10, and before the step of obtaining the second work order information in response to the work order submission instruction input by the user, the method further includes: In response to an information modification instruction input by a user on the first page, the work order information displayed on the first page is modified according to the information modification instruction.

[0138] According to one or more embodiments of the present disclosure, Example 12 provides the method of Example 10, the method further comprising: In response to a dialog initiation instruction input by the user, a dialog request is sent to the server, and a second page is displayed; In response to obtaining question information input by the user on the second page, sending the question information to the server; Receiving answer information corresponding to the question information sent by the server; The answer information is displayed on the second page, wherein a control for the user to input the work order creation instruction is also displayed on the second page.

[0139] According to one or more embodiments of the present disclosure, Example 13 provides a work order processing device, the device comprising: A first acquisition module, configured to acquire first work order information through a first model in response to receiving a work order creation request sent by a first client, wherein the work order creation request is used to request the creation of a first work order, and the first work order information is the work order information of the first work order predicted by the first model; A first sending module, used to send the first work order information to the first client; A creation module is used to create the first work order according to the second work order information in response to receiving the work order submission request sent by the first client, wherein the work order submission request includes the second work order information, and the second work order information is obtained by manually verifying the first work order information received by the first client.

[0140] According to one or more embodiments of the present disclosure, Example 14 provides a work order processing device, the device comprising: A creation request sending module, used to send a work order creation request to a server in response to a work order creation instruction input by a user, wherein the work order creation request is used to request the creation of a first work order; A first receiving module, configured to receive first work order information sent by the server, wherein the first work order information is work order information of the first work order predicted by the server; A first display module, used to display the first work order information on a first page; An information acquisition module, configured to acquire second work order information in response to a work order submission instruction input by a user, wherein the second work order information is the work order information most recently displayed on the first page; A submission request sending module is used to send a work order submission request including the second work order information to the server, and the work order submission request is used to instruct the server to create the first work order according to the second work order information.

[0141] According to one or more embodiments of the present disclosure, Example 15 provides a computer-readable medium having a computer program stored thereon, which, when executed by a processing device, implements the steps of the method described in any one of Examples 1-9, or, when executed by a processing device, implements the steps of the method described in any one of Examples 10-12.

[0142] According to one or more embodiments of the present disclosure, Example 16 provides an electronic device, including: a storage device having a computer program stored thereon; A processing device is used to execute the computer program in the storage device to implement the steps of the method described in any one of Examples 1-9, or to implement the steps of the method described in any one of Examples 10-12.

[0143] According to one or more embodiments of the present disclosure, Example 17 provides a computer program product, including a computer program, which, when executed by a processor, implements the steps of the method described in any one of Examples 1-9, or implements the steps of the method described in any one of Examples 10-12.

[0144] The above description is only a preferred embodiment of the present disclosure and an explanation of the technical principles used. Those skilled in the art should understand that the scope of disclosure involved in the present disclosure is not limited to the technical solutions formed by a specific combination of the above technical features, but should also cover other technical solutions formed by any combination of the above technical features or their equivalent features without departing from the above disclosed concept. For example, the above features are replaced with the technical features with similar functions disclosed in the present disclosure (but not limited to) by each other to form a technical solution.

[0145] In addition, although each operation is described in a specific order, this should not be understood as requiring these operations to be performed in the specific order shown or in a sequential order. Under certain circumstances, multitasking and parallel processing may be advantageous. Similarly, although some specific implementation details are included in the above discussion, these should not be interpreted as limiting the scope of the present disclosure. Some features described in the context of a separate embodiment can also be implemented in a single embodiment in combination. On the contrary, the various features described in the context of a single embodiment can also be implemented in multiple embodiments individually or in any suitable sub-combination mode.

[0146] Although the subject matter has been described in language specific to structural features and / or method logic actions, it should be understood that the subject matter defined in the appended claims is not necessarily limited to the specific features or actions described above. On the contrary, the specific features and actions described above are merely example forms of implementing the claims. Regarding the device in the above embodiment, the specific manner in which each module performs the operation has been described in detail in the embodiment related to the method, and will not be elaborated here.

Claims

1. A work order processing method, characterized in that: The method comprises: In response to receiving a work order creation request sent by a first client, obtaining first work order information through a first model, wherein the work order creation request is used to request the creation of a first work order, and the first work order information is the work order information of the first work order predicted by the first model; Sending the first work order information to the first client; In response to receiving a work order submission request sent by the first client, the first work order is created according to second work order information, wherein the work order submission request includes the second work order information, and the second work order information is obtained by manually verifying the first work order information received by the first client.

2. The method according to claim 1, characterized in that The method further comprises: In response to receiving the question information sent by the first client, determining answer information corresponding to the question information; Sending the answer information to the first client; The work order creation request is sent by the first client after receiving the answer information.

3. The method according to claim 2, characterized in that The obtaining the first work order information through the first model includes: A first question information set and a first answer information set are used as inputs of the first model, and work order description information of the first work order is obtained through reasoning with the first model, wherein the first question information set includes all question information sent by the first client since the first client initiated the current dialogue request, and the first answer information set includes answer information corresponding to each question information in the determined question information set; and the first work order information includes the work order description information.

4. The method according to claim 3, characterized in that The obtaining of the first work order information through the first model further includes: Work order category information matching the work order description information is determined through the first model, wherein the first work order information includes the work order category information, and the work order category information is used to indicate at least one level of work order category to which the first work order belongs.

5. The method according to claim 2, characterized in that: The determining the answer information corresponding to the question information includes: Determining, from the first knowledge base through the first model, a first candidate answer corresponding to the question information received this time according to the second question information set and the second answer information set, wherein the second question information set includes all question information sent by the first client and received since the first client initiated the current dialog request, and the answer information set includes answer information corresponding to each question information in the determined question information set except the question information received this time; Determine, by using the first model, from a first work order database a second candidate answer corresponding to the question information received this time, according to the second question information set and the second answer information set, wherein the first work order database stores work order information of a first solved work order and solution information corresponding to the first solved work order; The first candidate answer and the second candidate answer are merged according to a first preset ratio through the first model to obtain the answer information corresponding to the question information received this time.

6. The method according to claim 2, characterized in that The step of determining answer information corresponding to the question information in response to receiving the question information sent by the first client includes: In response to receiving the question information sent by the first client, identifying the query intent according to the question information, where the query intent is used to characterize the query answer or the query work order processing progress; If the query intent represents a query answer, answer information corresponding to the question information is determined.

7. The method according to claim 6, characterized in that The method further comprises: If the query intention represents the query work order processing progress, determining the submitted work orders belonging to the first user according to the user identification information of the first user sent by the first client, wherein the first user is the user who raised the question information through the first client; Determining a first submitted work order that matches the problem information received this time from the submitted work orders belonging to the first user; Obtaining processing progress information of the first submitted work order; Sending the processing progress information to the first client.

8. The method according to claim 2, characterized in that: The method further comprises: In response to receiving a processing request for the first work order sent by a second client, generating first processing suggestion information through the first model according to the second work order information; Determine the similarity between the feature vector of the first processing suggestion information and the feature vector of a third answer information set, wherein the third answer information set includes answer information corresponding to each question information in the determined third question information set, and the third question information set includes all question information sent by the first client and received before the first work order is created; If the similarity is greater than or equal to a preset similarity threshold, re-execute the step of generating the first processing suggestion information through the first model according to the second work order information to the step of determining the similarity between the feature vector of the first processing suggestion information and the feature vector of the third answer information set until the similarity is less than the preset similarity threshold; If the similarity is less than the preset similarity threshold, the first processing suggestion information is sent to the second client.

9. The method according to claim 8, characterized in that The step of generating first processing suggestion information by using the first model according to the second work order information includes: Determining second processing suggestion information corresponding to the first work order from a second knowledge base through the first model according to the second work order information; According to the second work order information, determine third processing suggestion information corresponding to the first work order from a second work order database through the first model, wherein the second work order database stores work order information of the second resolved work order and solution information corresponding to the second resolved work order; The second processing suggestion information and the third processing suggestion information are fused according to a second preset ratio through the first model to obtain the first processing suggestion information.

10. A work order processing method, characterized in that: The method comprises: In response to a work order creation instruction input by a user, sending a work order creation request to a server, wherein the work order creation request is used to request creation of a first work order; Receiving first work order information sent by the server, where the first work order information is work order information of the first work order predicted by the server; Displaying the first work order information on the first page; In response to a work order submission instruction input by a user, obtaining second work order information, where the second work order information is the work order information most recently displayed on the first page; A work order submission request including the second work order information is sent to the server, where the work order submission request is used to instruct the server to create the first work order according to the second work order information.

11. The method according to claim 10, characterized in that Before the step of acquiring the second work order information in response to the work order submission instruction input by the user, the method further includes: In response to an information modification instruction input by a user on the first page, the work order information displayed on the first page is modified according to the information modification instruction.

12. The method according to claim 10, characterized in that The method further comprises: In response to a dialog initiation instruction input by the user, a dialog request is sent to the server, and a second page is displayed; In response to obtaining question information input by the user on the second page, sending the question information to the server; Receiving answer information corresponding to the question information sent by the server; The answer information is displayed on the second page, wherein a control for the user to input the work order creation instruction is also displayed on the second page.

13. A work order processing device, characterized in that: The device comprises: A first acquisition module, configured to acquire first work order information through a first model in response to receiving a work order creation request sent by a first client, wherein the work order creation request is used to request the creation of a first work order, and the first work order information is the work order information of the first work order predicted by the first model; A first sending module, used to send the first work order information to the first client; A creation module is used to create the first work order according to the second work order information in response to receiving the work order submission request sent by the first client, wherein the work order submission request includes the second work order information, and the second work order information is obtained by manually verifying the first work order information received by the first client.

14. A work order processing device, characterized in that: The device comprises: A creation request sending module, used to send a work order creation request to a server in response to a work order creation instruction input by a user, wherein the work order creation request is used to request the creation of a first work order; A first receiving module, configured to receive first work order information sent by the server, wherein the first work order information is work order information of the first work order predicted by the server; A first display module, used to display the first work order information on a first page; An information acquisition module, configured to acquire second work order information in response to a work order submission instruction input by a user, wherein the second work order information is the work order information most recently displayed on the first page; A submission request sending module is used to send a work order submission request including the second work order information to the server, and the work order submission request is used to instruct the server to create the first work order according to the second work order information.

15. A computer readable medium having a computer program stored thereon, characterized in that: When the computer program is executed by a processing device, the steps of the method described in any one of claims 1 to 9 are implemented; or, when the computer program is executed by a processing device, the steps of the method described in any one of claims 10 to 12 are implemented.

16. An electronic device, characterized in that: include: a storage device having a computer program stored thereon; A processing device, used to execute the computer program in the storage device to implement the steps of the method described in any one of claims 1 to 9, or to implement the steps of the method described in any one of claims 10 to 12.

17. A computer program product comprising a computer program, characterized in that When the computer program is executed by a processor, the computer program implements the steps of the method described in any one of claims 1 to 9, or implements the steps of the method described in any one of claims 10 to 12.

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