Method, device, system and equipment for processing question list

Abstract

The invention belongs to the technical field of computers, and particularly relates to a problem list processing method, device, system and equipment, the problem list processing method is applied to each process unit of a problem list processing system, and each process unit is provided with a plurality of node operators. The method comprises the following steps: receiving a problem list transferred by a previous process unit; according to the problem state of the problem list, the total amount of the problem list and the to-be-handled amount of the problem list of each node operator in the current process unit, transferring the problem list to the corresponding node operator; and transferring the question list to a next node operator or a next process unit according to the input content of the node operator for the question list. The problem of low problem list processing efficiency caused by unreasonable problem list matching is solved.

Description

Technical Field

[0001] The present invention relates to the field of computer technology, and in particular to a method, device, system and equipment for processing a problem sheet. Background Art

[0002] As business types become increasingly complex, it becomes increasingly difficult for companies to handle and resolve problem tickets. Manual management increases employee workload and results in low processing efficiency.

[0003] Existing technology uses process automation software technology to transfer problem tickets to fixed persons in charge according to business types. This method can save communication costs to a certain extent, but the flow of problem tickets is relatively fixed and lacks consideration of the workload of the person in charge of the problem tickets. As a result, the matching of problem tickets is not reasonable, which affects the efficiency of problem ticket processing. Summary of the invention

[0004] The present invention provides a method, device, system and equipment for processing a problem ticket, which are used to solve or at least partially solve the problem of unreasonable matching of problem tickets, thereby leading to low efficiency in problem ticket processing.

[0005] In order to solve the above technical problems, a first aspect of this document provides a method for processing a problem ticket, the method being applied to each process unit of a problem ticket processing system, each process unit having a plurality of node operators, the method comprising:

[0006] Receive problem tickets transferred from the previous process unit;

[0007] According to the problem status of the problem sheet, the total number of problem sheets of each node operator in the current process unit and the number of problem sheets to be handled, the problem sheet is transferred to the corresponding node operator;

[0008] According to the input content of the node operator for the problem sheet, the problem sheet is transferred to the next node operator or the next process unit.

[0009] Further, according to the problem status of the problem ticket, the total number of problem tickets of each node operator in the current process unit and the number of problem tickets to be handled, the problem ticket is transferred to the corresponding node operator, including:

[0010] identifying a problem status of the problem ticket;

[0011] If the problem status of the problem ticket is a newly added status, the problem ticket is assigned to the corresponding node operator according to the total number of problem tickets and the number of problem tickets to be handled by each node operator in the current process unit;

[0012] If the problem status of the problem ticket is a stock status, the problem ticket will be assigned to the corresponding node operator in the previous round of circulation.

[0013] Furthermore, according to the total number of problem tickets and the number of problem tickets to be handled by each node operator in the current process unit, the problem tickets are allocated to the corresponding node operators, including:

[0014] Filter out the node operators with the least number of problem tickets from all the node operators of the current process unit, and transfer the problem tickets to the node operators filtered out;

[0015] When there are multiple node operators with the least number of problem tickets, the node operators with the least number of problem tickets to be handled are secondary screened out from among the node operators with the least number of problem tickets, and the problem tickets are assigned to the secondary screened out node operators.

[0016] Furthermore, the process of determining the total number of problem tickets and the number of problem tickets to be handled includes:

[0017] Obtain all the flow records of operators of each node in the current process unit within a predetermined period of time;

[0018] Determine the number of problem tickets processed and the number of problem tickets to be processed by the operators of each node according to the circulation records;

[0019] The total number of problem tickets is obtained by summing up the number of problem tickets that have been processed and the number of problem tickets to be processed, and removing duplicates.

[0020] Further, according to the input content of the node operator for the problem sheet, the problem sheet is transferred to the next node operator or the next process unit, including:

[0021] When the input content of the node operator is external flow, the problem sheet is transferred to the next process unit;

[0022] When the input content of the node operator is internal circulation, the problem sheet is transferred to the next node operator.

[0023] Furthermore, the process unit includes: an allocation unit, a plurality of processing units, a plurality of evaluation units, a plurality of review units and an archiving unit;

[0024] The method further comprises:

[0025] The allocation unit identifies the problem category of the problem ticket submitted by the user;

[0026] When the problem category of the problem ticket is the system process optimization category, the flow path of the problem ticket is the processing unit, the evaluation unit, the review unit and the archiving unit; the processing unit receives the problem ticket transferred by the allocation unit, improves the solution in the problem ticket according to the content input by the node operator, and transfers the improved problem ticket to the evaluation unit; the evaluation unit improves the evaluation information in the problem ticket according to the content input by the node operator, and transfers the improved problem ticket to the review unit; the review unit transfers the problem ticket to the archiving unit or the allocation unit according to the content input by the node operator; the archiving unit is used to archive the problem ticket;

[0027] When the problem category of the problem ticket is other categories, the flow path of the problem ticket is the processing unit and the archiving unit; the processing unit receives the problem ticket transferred by the allocation unit, improves the solution in the problem ticket according to the content input by the node operator, and transfers the improved problem ticket to the archiving unit or the allocation unit.

[0028] Furthermore, when the problem sheet is transferred to the allocation unit, it includes:

[0029] Determine whether the business information of the problem ticket contains information on multiple business areas;

[0030] If the judgment is no, the problem sheet is transferred to the processing unit corresponding to the business information;

[0031] If the judgment is yes, the business field with the highest matching degree is determined according to the business information, and the problem sheet is transferred to the processing unit corresponding to the business field with the highest matching degree.

[0032] Further, determining the business field with the highest matching degree according to the business information includes:

[0033] Segmenting the business information to obtain a word list;

[0034] Calculating a matching score for a business field based on a matching relationship between the words in the word list and the business field;

[0035] The business field with the highest matching score is determined as the business field with the highest matching score.

[0036] Further, determining the business field with the highest matching degree according to the business information also includes:

[0037] Obtaining the request information and attachment information related to the business information;

[0038] Segmenting the demand information to obtain a demand word list;

[0039] Segmenting the attachment information to obtain an attachment word list;

[0040] Calculate the demand matching score of the business field according to the matching relationship between the words in the demand word list and the business field;

[0041] Calculating the attachment matching score of the business field according to the matching relationship between the words in the attachment word list and the business field;

[0042] Calculate the matching score of each business area according to the demand matching score and the attachment matching score;

[0043] The business area with the highest matching score is determined as the business area with the highest matching degree.

[0044] Furthermore, according to the demand matching score and the attachment matching score, the matching score of each business field is calculated, including:

[0045] The demand matching score and the attachment matching score are weightedly summed to obtain the matching score of each business field, and the weight coefficient of the demand matching score is greater than the weight coefficient of the attachment matching score.

[0046] Furthermore, after transferring the problem sheet to the processing unit corresponding to the business area with the highest matching degree, the method further includes:

[0047] When receiving a non-matching instruction from a node operator, the problem sheet is transferred to a processing unit corresponding to the business field with the second highest matching degree in the business information;

[0048] When the mismatch instruction is received again, the problem sheet is transferred to the management system to re-determine the processing unit.

[0049] Furthermore, after receiving the problem ticket, each process unit generates a corresponding warning date;

[0050] When the system date is greater than or equal to the warning date, a warning message is sent to the node operator corresponding to the process unit.

[0051] A second aspect of the present invention provides a problem ticket processing device, the device is applied to each process unit of the problem ticket processing system, each process unit has multiple node operators, and the device includes:

[0052] The receiving module is used to receive the problem sheet transferred from the previous process unit;

[0053] A first transfer module is used to transfer the problem sheet to the corresponding node operator according to the problem status of the problem sheet, the total number of problem sheets of each node operator in the current process unit, and the number of problem sheets to be handled;

[0054] The second transfer module is used to transfer the problem sheet to the next node operator or the next process unit according to the input content of the node operator for the problem sheet.

[0055] A third aspect of the present invention provides a problem ticket processing system, the system comprising the following process units that flow in sequence: an allocation unit, a plurality of processing units, a plurality of evaluation units, a plurality of review units, and an archiving unit;

[0056] The distribution unit is used to store the problem sheet and transfer the problem sheet to the next unit;

[0057] The processing unit is used to provide a solution to the problem sheet and transfer the problem sheet to the next unit;

[0058] The evaluation unit is used to provide an optimization solution to the problem involved in the problem sheet and transfer the problem sheet to the next unit;

[0059] The review unit is used to give the review result of the optimization plan and transfer the problem sheet to the next unit;

[0060] The filing unit is used to store the problem sheet in the filing state;

[0061] The processing unit, evaluation unit and review unit all have multiple node operators, which are used to receive the problem tickets transferred from the previous process unit, and transfer the problem tickets to the corresponding node operators based on the problem status of the problem tickets, the total number of problem tickets of each node operator in the current process unit, and the number of problem tickets to be handled; based on the input content of the node operator on the problem ticket, the problem ticket is transferred to the next node operator or the next process unit.

[0062] The fourth aspect of this document provides a computer device, including a memory, a processor, and a computer program stored in the memory, and when the computer program is executed by the processor, it executes instructions of the problem ticket processing method described in any of the aforementioned embodiments.

[0063] A fifth aspect of the present invention provides a computer storage medium having a computer program stored thereon, wherein when the computer program is executed by a processor of a computer device, the computer program executes instructions of the method for processing a problem ticket as described in any of the aforementioned embodiments.

[0064] A sixth aspect of the present invention provides a computer program product, which includes a computer program. When the computer program is run by a processor of a computer device, it executes instructions of the method for processing a problem ticket described in any of the aforementioned embodiments.

[0065] The problem ticket processing method, device, system and equipment provided in this article, by setting each process unit to have multiple node operators, determine the node operator corresponding to the problem ticket according to the problem status of the problem ticket, the total number of problem tickets and the number of problem tickets to be handled, thereby fully considering the status of the problem ticket and the status of the node operator, avoiding fixed operators, enabling flexible allocation of problem tickets, and improving the efficiency and flexibility of problem ticket processing.

[0066] In order to make the above and other purposes, features and advantages of this article more obvious and easy to understand, the following specifically cites preferred embodiments and describes them in detail with reference to the accompanying drawings. BRIEF DESCRIPTION OF THE DRAWINGS

[0067] In order to more clearly illustrate the technical solutions in the embodiments of this article or the prior art, the drawings required for use in the embodiments or the prior art descriptions are briefly introduced below. Obviously, the drawings described below are only some embodiments of this article. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying creative work.

[0068] Figure 1 A structural diagram of a problem sheet processing system according to an embodiment of this invention is shown;

[0069] Figure 2 A first flow chart of a method for processing a problem sheet according to an embodiment of the present invention is shown;

[0070] Figure 3 A first flow chart showing the embodiment of this document transferring to the corresponding node operator;

[0071] Figure 4 A second flow chart showing the embodiment of this document transferring the flow to the corresponding node operator;

[0072] Figure 5 A flow chart showing the process of determining the total number of problem tickets and the number of problem tickets to be handled in the embodiment of this article is shown;

[0073] Figure 6 A flow chart showing the flow of problem sheets according to input content in the embodiment of this article is shown;

[0074] Figure 7 A second flow chart of the method for processing a problem sheet in the embodiment of this invention is shown;

[0075] Figure 8 The first flow chart of the problem sheet in the embodiment of this invention is shown when it is transferred to the distribution unit;

[0076] Fig. 9 The first flow chart of determining the business domain with the highest matching degree in the embodiment of this article is shown;

[0077] Fig.10A second flow chart of determining the business domain with the highest matching degree in the embodiment of this article is shown;

[0078] Fig.11 A second flow chart is shown when the problem sheet of the embodiment of this article is transferred to the distribution unit;

[0079] Fig.12 A third flow chart of the method for processing a problem sheet according to an embodiment of the present invention is shown;

[0080] Fig.13 A structural diagram of a problem sheet processing device according to an embodiment of this invention is shown;

[0081] Fig.14 A structural diagram of a computer device according to an embodiment of this invention is shown.

[0082] Description of the accompanying symbols:

[0083] 110. Allocation unit;

[0084] 120. Processing unit;

[0085] 130. Evaluation unit;

[0086] 140. Audit unit;

[0087] 150, filing unit;

[0088] 1310, receiving module;

[0089] 1320, first circulation module;

[0090] 1330, second circulation module;

[0091] 1402. Computer equipment;

[0092] 1404, processor;

[0093] 1406. Memory;

[0094] 1408, driving mechanism;

[0095] 1410, input / output module;

[0096] 1412. Input device;

[0097] 1414. Output device;

[0098] 1416. Presentation equipment;

[0099] 1418. Graphical user interface;

[0100] 1420, network interface;

[0101] 1422, communication link;

[0102] 1424. Communication bus. DETAILED DESCRIPTION

[0103] The following will be combined with the drawings in the embodiments of this article to clearly and completely describe the technical solutions in the embodiments of this article. Obviously, the described embodiments are only part of the embodiments of this article, not all of the embodiments. Based on the embodiments of this article, all other embodiments obtained by ordinary technicians in this field without making creative work are within the scope of protection of this article.

[0104] It should be noted that the terms "first", "second", etc. in the specification and claims of this article and the above-mentioned drawings are used to distinguish similar objects, and are not necessarily used to describe a specific order or sequence. It should be understood that the data used in this way can be interchanged where appropriate, so that the embodiments of this article described here can be implemented in an order other than those illustrated or described here. In addition, the terms "including" and "having" and any variations thereof are intended to cover non-exclusive inclusions, for example, a process, method, device, product or equipment that includes a series of steps or units is not necessarily limited to those steps or units clearly listed, but may include other steps or units that are not clearly listed or inherent to these processes, methods, products or equipment.

[0105] This specification provides method operation steps as described in the embodiments or flow charts, but more or fewer operation steps may be included based on routine or non-creative work. The order of steps listed in the embodiments is only one way of executing the order of many steps and does not represent the only execution order. When the system or device product is executed in practice, it can be executed in the order of the method shown in the embodiments or the drawings or in parallel.

[0106] It should be noted that the acquisition, storage, use, and processing of data in the technical solutions of the embodiments of this specification comply with the relevant provisions of national laws and regulations.

[0107] It should be noted that in the embodiments of the present application, certain software, components, models and other existing solutions in the industry may be mentioned, and they should be regarded as exemplary. Their purpose is only to illustrate the feasibility of implementing the technical solution of the present application, but it does not mean that the applicant has or will necessarily use the solution.

[0108] In one embodiment of the present invention, a problem ticket processing system is provided to solve or at least partially solve the problem of unreasonable matching of problem tickets, which leads to low problem ticket processing efficiency.

[0109] Specifically, Figure 1As shown by the arrows, the problem ticket processing system includes the following process units that flow in sequence: an allocation unit 110, a plurality of processing units 120, a plurality of evaluation units 130, a plurality of review units 140, and an archiving unit 150;

[0110] The distribution unit 110 is used to store the problem sheet and transfer the problem sheet to the next unit;

[0111] The processing unit 120 is used to provide a solution to the problem sheet and transfer the problem sheet to the next unit;

[0112] The evaluation unit 130 is used to provide an optimization solution for the problem involved in the problem sheet and transfer the problem sheet to the next unit;

[0113] The review unit 140 is used to give the review result of the optimization plan and transfer the problem sheet to the next unit;

[0114] The filing unit 150 is used to store the problem sheets in the filing state;

[0115] The processing unit 120, the evaluation unit 130 and the review unit 140 all have multiple node operators, which are used to receive the problem ticket transferred from the previous process unit, and transfer the problem ticket to the corresponding node operator based on the problem status of the problem ticket, the total number of problem tickets of each node operator in the current process unit, and the number of problem tickets to be handled; based on the input content of the node operator for the problem ticket, the problem ticket is transferred to the next node operator or the next process unit.

[0116] This embodiment determines the node operator corresponding to the problem ticket through the problem status, total number of problem tickets and pending number of problem tickets, thereby fully considering the status of the problem ticket and the status of the node operator and improving the efficiency and flexibility of problem ticket processing.

[0117] In the embodiments of this invention, the processing units, the evaluation units and the audit units correspond to each other one by one, and each processing unit corresponds to a unique evaluation unit and audit unit.

[0118] In the embodiment of this article, the problem ticket includes information such as the problem ticket number, problem category, problem status, business information, flow method, flow record, current node operator, solution, proposed optimization plan, and audit results.

[0119] The problem categories of the problem tickets include system process optimization, differentiated services, operations, etc. The business areas involved in the problem tickets include corporate business, retail business, production business, credit operations and other fields.

[0120] The problem status of a problem ticket refers to the life cycle status of the problem ticket, including three states: new status, existing status, and archived status. The problem status of a problem ticket registered for the first time is initialized to the new status. The problem status of a problem ticket that has been processed in each process unit but not yet resolved is the existing status. The problem status of a problem ticket that has been processed in each process unit and has been resolved is the archived status.

[0121] There are two ways to circulate a problem ticket: internal circulation and external circulation. Internal circulation refers to the circulation of a problem ticket between different node operators under the current process unit. External circulation refers to the circulation of a problem ticket from the current process unit to the node operator of the next process unit. A flow record means that when a problem ticket is transferred to each node operator, a new flow record will be generated for the node operator. After the node operator handles the problem ticket and re-initiates the flow, the corresponding flow record of the node operator will be updated. The flow record includes information such as the problem ticket number, the node operator being transferred, the flow time, and the processing flag.

[0122] In one embodiment of the present invention, a method for processing a problem ticket is provided to solve or at least partially solve the problem that the problem ticket matching is not reasonable, thereby resulting in low efficiency in problem ticket processing.

[0123] Specifically, Figure 2 As shown, the problem ticket processing method is applied to each process unit of the problem ticket processing system, each process unit has multiple node operators, and the method includes:

[0124] Step 210, receiving the problem sheet transferred from the previous process unit;

[0125] Step 220, transferring the problem sheet to the corresponding node operator according to the problem status of the problem sheet, the total number of problem sheets of each node operator in the current process unit, and the number of problem sheets to be handled;

[0126] Step 230: transfer the problem sheet to the next node operator or the next process unit according to the input content of the problem sheet by the node operator.

[0127] This embodiment determines the node operator corresponding to the problem ticket through the problem status, total number of problem tickets and pending number of problem tickets, thereby fully considering the status of the problem ticket and the status of the node operator and improving the efficiency and flexibility of problem ticket processing.

[0128] In one embodiment of this invention, Figure 3 As shown, according to the problem status of the problem sheet, the total number of problem sheets of each node operator in the current process unit and the number of problem sheets to be handled, the problem sheet is transferred to the corresponding node operator, including:

[0129] Step 310, identifying the problem status of the problem ticket;

[0130] Step 320: If the problem status of the problem ticket is a newly added status, the problem ticket is assigned to the corresponding node operator according to the total number of problem tickets and the number of problem tickets to be handled by each node operator in the current process unit;

[0131] Step 330: If the problem status of the problem ticket is a stock status, the problem ticket is assigned to the corresponding node operator in the previous round of circulation.

[0132] This embodiment processes the problem ticket in two situations by identifying the problem status of the problem ticket. When the problem status of the problem ticket is a new status, the node operator is determined according to the total number of problem tickets and the number of problem tickets to be handled by each node operator in the current process unit, and the problem ticket can be matched to the node operator with a better status. When the problem status of the problem ticket is an existing status, the problem ticket is matched to the node operator corresponding to the previous round of circulation, so that the problem tickets that need to be further processed can be quickly transferred to the relevant node operators, thereby speeding up the problem ticket processing efficiency.

[0133] In some embodiments of the present invention, when it is identified that the problem ticket status is a stock status, the node operator to whom the problem ticket last circulated when it was transferred to the current process unit in the previous round is obtained, and the problem ticket is assigned to the node operator.

[0134] In one embodiment of this invention, Figure 4 As shown, according to the total number of problem tickets and the number of problem tickets to be handled by each node operator in the current process unit, the problem tickets are allocated to the corresponding node operators, including:

[0135] Step 410, from all the node operators of the current process unit, the node operator with the least total number of problem tickets is selected at one time, and the problem tickets are transferred to the node operator selected at one time;

[0136] Step 420, when there are multiple node operators with the least number of problem tickets, secondary screening is performed to select the node operators with the least number of problem tickets to be handled from among the node operators with the least number of problem tickets, and the problem tickets are assigned to the secondary screened node operators.

[0137] When screening problem ticket node operators, this embodiment first considers a screening based on the total number of problem tickets. When multiple optional node operators are screened out for the first time, a secondary screening is considered based on the number of problem tickets to be handled. Node operators with small workloads and node operators with sufficient working time can be screened out in turn, thereby improving the efficiency of problem ticket processing.

[0138] In some embodiments of this invention, when a problem ticket is transferred to a certain process node, the node operator with the least number of problem tickets under the process node within the predetermined period is first screened out, and the problem ticket is assigned to the node operator for processing. When multiple node operators are screened out at one time, a secondary screening is performed to screen out the node operator with the least number of problem tickets to be handled from the multiple node operators screened out at one time, and the problem ticket is assigned to the node operator for processing. When there are multiple node operators with the least number of problem tickets to be handled, one of them is randomly selected for processing. The predetermined period can be one week, two weeks, one month, two months, etc., selected according to actual conditions, and this invention does not limit it.

[0139] In one embodiment of this invention, Figure 5 As shown, the process of determining the total number of problem tickets and the number of problem tickets to be handled includes:

[0140] Step 510, obtaining all the flow records of operators of each node in the current process unit within a predetermined period of time;

[0141] Step 520, determining the number of problem tickets processed and the number of problem tickets to be processed by the operators of each node according to the circulation record;

[0142] Step 530, sum the processed problem tickets and the pending problem tickets, and remove duplicates to obtain the total number of problem tickets.

[0143] This embodiment obtains the number of problem tickets processed and the number of problem tickets to be handled of each node operator through the circulation records within a predetermined time period. For the calculation of the total number of problem tickets, it is necessary to sum the number of problem tickets processed and the number of problem tickets to be handled and then remove duplicates. By summing the number of problem tickets processed and the number of problem tickets to be handled and then removing duplicates, the problem tickets with the same number will not be counted repeatedly in two rounds of circulation, or multiple rounds of circulation, thereby obtaining the total number of problem tickets.

[0144] In some embodiments of the present invention, processed problem tickets and pending problem tickets are obtained from all flow records within a predetermined time period by the node operator. The number of processed problem tickets is the number of problem tickets processed, and the number of pending problem tickets is the number of problem tickets to be processed. The number of problem tickets processed and the number of problem tickets to be processed are first summed, and then the number of problem tickets that are repeatedly counted when summing up is calculated based on the problem ticket number. The number after the sum is subtracted from the number of problem tickets that are repeatedly counted to obtain the total number of problem tickets.

[0145] In some embodiments herein, Figure 6 As shown, according to the input content of the node operator for the problem sheet, the problem sheet is transferred to the next node operator or the next process unit, including:

[0146] Step 610, when the input content of the node operator is external transfer, the problem sheet is transferred to the next process unit;

[0147] Step 620: When the input content of the node operator is internal circulation, the problem sheet is transferred to the next node operator.

[0148] This embodiment determines the flow direction of the problem ticket through the input content of the node operator. When the input is external flow, it means that the problem ticket has been processed in the current process node, and the problem ticket flows to the next process unit. When the input is internal flow, it means that the current node operator cannot handle it, and the problem ticket is transferred to other node operators in the current process node who can handle the problem ticket, thereby improving the flow flexibility of the problem ticket.

[0149] In some implementations of this article, the processing status of the problem sheet handled by the node operator is judged by the processing flag, which includes three values: 0, 1, and 2, and the initial value is 0; when the node operator does not perform any operation on the problem sheet, the processing flag in the node operator's circulation record is 0, indicating that the problem sheet is in a pending state; after the node operator circulates the problem sheet internally, the processing flag in the node operator's circulation record is updated to 1, indicating that the problem sheet is in a promoted state; after the node operator circulates the problem sheet externally, the processing flag in the node operator's circulation record is updated to 2, indicating that the problem sheet is in a processed state. The value of the processing flag can also be other numerical values ​​or symbols, which are not limited in this article.

[0150] In one embodiment of this invention, Figure 7 As shown, the problem ticket processing method also includes:

[0151] Step 710, the allocation unit identifies the problem category of the problem ticket submitted by the user;

[0152] Step 720, when the problem category of the problem sheet is the system process optimization category, the flow path of the problem sheet is the processing unit, the evaluation unit, the review unit and the filing unit; the processing unit receives the problem sheet transferred by the allocation unit, improves the solution in the problem sheet according to the content input by the node operator, and transfers the improved problem sheet to the evaluation unit; the evaluation unit improves the evaluation information in the problem sheet according to the content input by the node operator, and transfers the improved problem sheet to the review unit; the review unit transfers the problem sheet to the filing unit or the allocation unit according to the content input by the node operator; the filing unit is used to archive the problem sheet;

[0153] Step 730, when the problem category of the problem ticket is other categories, the flow path of the problem ticket is the processing unit and the archiving unit; the processing unit receives the problem ticket transferred by the allocation unit, improves the solution in the problem ticket according to the content input by the node operator, and transfers the improved problem ticket to the archiving unit or the allocation unit.

[0154] This embodiment identifies the problem category of the problem ticket through the allocation unit, and the problem ticket undergoes different circulation processes according to the problem category; because the processing of system process optimization category problem tickets is relatively complex, and the problem tickets also reflect the problems that need to be optimized in the system, the problem tickets will pass through the evaluation unit and the review unit after passing through the processing unit to ensure the processing quality of the system process optimization category problem tickets.

[0155] In some embodiments of the present invention, when the problem category of the problem ticket is the system process optimization category, the problem ticket will first be transferred to the processing unit, and the node operator of the processing unit will provide a solution to the problem on the problem ticket. The problem ticket will then be transferred to the evaluation unit, and the node operator of the evaluation unit will provide a proposed optimization plan for system process optimization based on the problem on the problem ticket and the solution to the problem. The problem ticket will then be transferred to the review unit, and the node operator of the review unit will review the solution and the proposed optimization plan. When the review result is to continue processing, it means that the solution or the proposed optimization plan still needs time to be improved, and the problem ticket has not been resolved. The problem ticket is adjusted to a stock status and transferred to the allocation unit to wait for the next round of transfer. When the review result is to archive, it means that the problem ticket has been resolved, and the problem ticket is adjusted to an archived status and transferred to the archiving unit for archiving.

[0156] In some embodiments of the present invention, when the problem category of a problem ticket is other categories, the problem ticket will first be transferred to the processing unit, and the node operator of the processing unit will provide a solution to the problem on the problem ticket. When the solution needs to be improved, it means that the problem ticket has not been resolved, and the problem ticket is adjusted to the inventory status and transferred to the allocation unit, waiting for the next round of transfer; when the solution can solve the problem on the problem ticket, the problem ticket is adjusted to the archived status and transferred to the archive unit for archiving.

[0157] In one embodiment of this invention, Figure 8 As shown, when the problem ticket is transferred to the allocation unit, it includes:

[0158] Step 810, determining whether the business information of the problem ticket contains multi-business field information, if it is determined to be no, executing step 820, if it is determined to be yes, executing step 830;

[0159] Step 820, transferring the problem sheet to the processing unit corresponding to the business information;

[0160] Step 830: Determine the business domain with the highest matching degree according to the business information, and transfer the problem sheet to the processing unit corresponding to the business domain with the highest matching degree.

[0161] This embodiment determines whether the business information of the problem ticket involves multiple business fields. When it does not involve multiple business fields, the problem ticket is directly transferred to the corresponding processing unit for processing. When it involves multiple business fields, the matching degree between the business information of the problem ticket and each business field is calculated, and the problem ticket is transferred to the processing unit corresponding to the business field with the highest matching degree, thereby achieving accurate transfer of problem tickets and improving the processing efficiency of problem tickets.

[0162] In one embodiment of this invention, Fig. 9 As shown, the business field with the highest matching degree is determined according to the business information, including:

[0163] Step 910, segmenting the business information to obtain a word list;

[0164] Step 920, calculating a matching score of the business field according to the matching relationship between the words in the word list and the business field;

[0165] Step 930 , determining the business field with the highest matching score as the business field with the highest matching score.

[0166] This embodiment segments the problem ticket business information, matches the words in the word list with the business field, and when a word matches a related business field, the score of the business field is increased. When all the words in the word list are matched, the business field with the highest matching degree is obtained.

[0167] In some embodiments of the present invention, the problem ticket is segmented by the ansj Chinese word segmentation tool to obtain a word list, and then the business subcategories of the business field are string-concatenated according to the separator to obtain a business field table that can be used for matching calculations. For example, when the business field is corporate business, the string used for matching is "appointment account opening, counter acceptance, due diligence, online banking transfer, corporate online banking,..." When the business field is retail business, the string used for matching is "agent signing, agent termination, debit card activation, corporate online banking,..." The initial matching degree of each business field is 0. When a word in the word list is included in a certain string, the matching degree of the business field corresponding to the string is increased by 1. When a word is only included in one string, it means that the business information of the problem ticket only contains a single business field information. When a word is included in multiple strings, it means that the business information of the problem ticket contains multiple business field information. At this time, the matching degrees of the business fields corresponding to these multiple strings are all increased by 1, thus obtaining the final matching degree of each business field.

[0168] In one embodiment of this invention, Fig.10 As shown, determining the business field with the highest matching degree according to the business information also includes:

[0169] Step 1010, obtaining the demand information and attachment information related to the business information;

[0170] Step 1020, segmenting the appeal information to obtain an appeal word list;

[0171] Step 1030, segmenting the attachment information to obtain an attachment word list;

[0172] Step 1040, calculating the demand matching score of the business field according to the matching relationship between the words in the demand word list and the business field;

[0173] Step 1050, calculating the attachment matching score of the business field according to the matching relationship between the words in the attachment word list and the business field;

[0174] Step 1060, calculating the matching score of each business field according to the demand matching score and the attachment matching score;

[0175] Step 1070 , determining the business domain with the highest matching score as the business domain with the highest matching degree.

[0176] This embodiment further subdivides the business information of the problem ticket, separately segmenting the demand information and attachment information in the business information, and matching the words in the demand word list and the attachment word list with the business field. When a word matches the relevant business field, the score of the business field is increased. When all the words in the word list are matched, the business field with the highest matching degree is obtained.

[0177] In some embodiments of this invention, the appeal information and the attachment information are segmented by the ansj Chinese word segmentation tool to obtain the appeal word list and the attachment word list. Fig. 9 In a similar way, the matching scores of the demand information and the attachment information of each business field are obtained respectively. For example, when the business field is company business, the matching score of the demand information is n1, and the matching score of the attachment information is n2. At this time, the total matching score of the business field is expressed by the following formula:

[0178] Score=λ1*n1+λ2*n2

[0179] Among them, λ1 is the weight of n1, λ2 is the weight of n2, when the attachment information is not empty, λ1=0.7, λ2=0.3, when the attachment information is empty, λ1=1, λ2=0, when the attachment information is not empty, the values ​​of λ1 and λ2 can also be other values, but the values ​​in this article are preferred and have better effects.

[0180] In one embodiment of this invention, Fig.11As shown, after transferring the problem sheet to the processing unit corresponding to the business area with the highest matching degree, it also includes:

[0181] Step 1110, when receiving a non-matching instruction issued by a node operator, transferring the problem sheet to a processing unit corresponding to the business field with the second highest matching degree in the business information;

[0182] Step 1120: When a mismatch instruction is received again, the problem sheet is transferred to the management system to redetermine the processing unit.

[0183] This embodiment takes into account that a problem ticket may contain complex business information, and the core business problem does not correspond to the business field with the highest matching degree. There may be matching errors when transferring the problem ticket to the processing unit according to the matching degree. When a mismatch instruction is received, the problem ticket is transferred to the processing unit corresponding to the second highest business field. When a mismatch instruction is received again, it indicates that there is an unexpected situation in the problem ticket, and the problem ticket is transferred to the management system. After analysis by the operator of the management system, the operator re-determines the processing unit to which the problem ticket needs to be transferred, or requires the person who generated the problem ticket to re-fill in the problem content.

[0184] In one embodiment of this invention, Fig.12 As shown, the problem ticket processing method also includes:

[0185] Step 1210, after receiving the problem sheet, each process unit generates a corresponding warning date;

[0186] Step 1220: When the system date is greater than or equal to the warning date, send warning information to the node operator corresponding to the process unit.

[0187] In this embodiment, after each process unit receives a problem ticket, a corresponding warning date is generated, and the progress of the problem ticket is monitored in real time according to the warning date, thereby further improving the processing efficiency of the problem ticket.

[0188] In some embodiments of the present invention, when a problem ticket is transferred to a certain process unit, a warning date is generated based on the system date. For example, the warning date is obtained by incrementing the current system date by two working days. When the problem ticket reaches the warning date, a warning message is sent to the node operator corresponding to the process unit to prevent the problem ticket from remaining in the process unit and affecting the circulation efficiency of the problem ticket.

[0189] Based on the same inventive concept, this article also provides a problem sheet processing device, as described in the following embodiments. Since the principle of solving problems by the problem sheet processing device is similar to the problem sheet processing method, the implementation of the problem sheet processing device can refer to the problem sheet processing method, and the repeated parts will not be repeated.

[0190] Specifically, Fig.13 As shown, the problem ticket processing device is applied to each process unit of the problem ticket processing system, each process unit has multiple node operators, and the device includes:

[0191] A receiving module 1310 is used to receive a problem sheet transferred from a previous process unit;

[0192] The first transfer module 1320 is used to transfer the problem sheet to the corresponding node operator according to the problem status of the problem sheet, the total number of problem sheets of each node operator in the current process unit, and the number of problem sheets to be handled;

[0193] The second transfer module 1330 is used to transfer the problem sheet to the next node operator or the next process unit according to the input content of the node operator for the problem sheet.

[0194] This embodiment determines the status of the node operator through the problem status of the problem ticket, the total number of problem tickets and the number of problem tickets to be handled, thereby automatically determining the appropriate node operator and improving the efficiency of problem ticket processing.

[0195] The problem ticket processing method, device, system and equipment provided in this article, by setting each process unit to have multiple node operators, determine the node operator corresponding to the problem ticket according to the problem status of the problem ticket, the total number of problem tickets and the number of problem tickets to be handled, thereby fully considering the status of the problem ticket and the status of the node operator, avoiding fixed operators, enabling flexible allocation of problem tickets, and improving the efficiency and flexibility of problem ticket processing.

[0196] In one embodiment of the present invention, a computer device is also provided for implementing the method described in any of the above embodiments, such as Fig.14The structure diagram of the computer device of the embodiment of this article is shown, and the computer device 1402 may include one or more processors 1404, such as one or more central processing units (CPUs), and each processing unit may implement one or more hardware threads. The computer device 1402 may also include any memory 1406, which is used to store any kind of information such as code, settings, data, etc. Non-limiting, for example, the memory 1406 may include any one or more combinations of the following: any type of RAM, any type of ROM, flash memory device, hard disk, optical disk, etc. More generally, any memory can use any technology to store information. Further, any memory can provide volatile or non-volatile retention of information. Further, any memory can represent a fixed or removable component of the computer device 1402. In one case, when the processor 1404 executes an associated instruction stored in any memory or a combination of memories, the computer device 1402 can perform any operation of the associated instruction. The computer device 1402 also includes one or more drive mechanisms 1408 for interacting with any memory, such as a hard disk drive mechanism, an optical disk drive mechanism, etc.

[0197] The computer device 1402 may also include an input / output module 1410 (I / O) for receiving various inputs (via input devices 1412) and for providing various outputs (via output devices 1414). A specific output mechanism may include a presentation device 1416 and an associated graphical user interface (GUI) 1418. In other embodiments, the input / output module 1410 (I / O), input device 1412, and output device 1414 may not be included, and the computer device 1402 may be used as a computer device in a network. The computer device 1402 may also include one or more network interfaces 1420 for exchanging data with other devices via one or more communication links 1422. One or more communication buses 1424 couple the components described above together.

[0198] The communication link 1422 may be implemented in any manner, for example, through a local area network, a wide area network (e.g., the Internet), a point-to-point connection, etc., or any combination thereof. The communication link 1422 may include any combination of hardwired links, wireless links, routers, gateway functions, name servers, etc. governed by any protocol or combination of protocols.

[0199] Corresponds to Figures 2 to 12 The method in this article also provides a computer-readable storage medium, on which a computer program is stored, and when the computer program is executed by a processor, the steps of the above method are executed.

[0200] The embodiment of the present invention also provides a computer readable instruction, wherein when the processor executes the instruction, the program therein causes the processor to execute the following Figures 2 to 12 The method shown.

[0201] It should be understood that in the various embodiments of this document, the size of the serial numbers of the above-mentioned processes does not mean the order of execution. The execution order of each process should be determined by its function and internal logic, and should not constitute any limitation on the implementation process of the embodiments of this document.

[0202] It should also be understood that in the embodiments of this document, the term "and / or" is only a description of the association relationship of the associated objects, indicating that three relationships may exist. For example, A and / or B can represent: A exists alone, A and B exist at the same time, and B exists alone. In addition, the character " / " in this document generally indicates that the associated objects before and after are in an "or" relationship.

[0203] Those of ordinary skill in the art will appreciate that the units and algorithm steps of each example described in conjunction with the embodiments disclosed herein can be implemented in electronic hardware, computer software, or a combination of the two. In order to clearly illustrate the interchangeability of hardware and software, the composition and steps of each example have been generally described in terms of function in the above description. Whether these functions are performed in hardware or software depends on the specific application and design constraints of the technical solution. Professional and technical personnel can use different methods to implement the described functions for each specific application, but such implementation should not be considered to be beyond the scope of this article.

[0204] Those skilled in the art can clearly understand that, for the convenience and brevity of description, the specific working processes of the systems, devices and units described above can refer to the corresponding processes in the aforementioned method embodiments and will not be repeated here.

[0205] In the several embodiments provided herein, it should be understood that the disclosed systems, devices and methods can be implemented in other ways. For example, the device embodiments described above are only schematic, for example, the division of the units is only a logical function division, and there may be other division methods in actual implementation, such as multiple units or components can be combined or integrated into another system, or some features can be ignored or not executed. In addition, the mutual coupling or direct coupling or communication connection shown or discussed can be an indirect coupling or communication connection through some interfaces, devices or units, or can be electrical, mechanical or other forms of connection.

[0206] The units described as separate components may or may not be physically separated, and the components shown as units may or may not be physical units, that is, they may be located in one place or distributed on multiple network units. Some or all of the units may be selected according to actual needs to achieve the purpose of the embodiments of this article.

[0207] In addition, each functional unit in each embodiment of this invention may be integrated into one processing unit, or each unit may exist physically separately, or two or more units may be integrated into one unit. The above integrated unit may be implemented in the form of hardware or in the form of software functional unit.

[0208] If the integrated unit is implemented in the form of a software functional unit and sold or used as an independent product, it can be stored in a computer-readable storage medium. Based on this understanding, the technical solution of this article is essentially or the part that contributes to the prior art, or all or part of the technical solution can be embodied in the form of a software product, and the computer software product is stored in a storage medium, including a number of instructions to enable a computer device (which can be a personal computer, a server, or a network device, etc.) to perform all or part of the steps of the method described in each embodiment of this article. The aforementioned storage medium includes: U disk, mobile hard disk, read-only memory (ROM, Read-Only Memory), random access memory (RAM, Random Access Memory), disk or optical disk and other media that can store program codes.

[0209] Specific embodiments are used in this article to illustrate the principles and implementation methods of this article. The description of the above embodiments is only used to help understand the methods and core ideas of this article. At the same time, for general technicians in this field, according to the ideas of this article, there will be changes in the specific implementation methods and application scopes. In summary, the content of this specification should not be understood as a limitation on this article.

Claims

1. A method for processing a problem sheet, characterized in that: The method is applied to each process unit of the problem ticket processing system, each process unit has multiple node operators, and the method includes: Receive problem tickets transferred from the previous process unit; According to the problem status of the problem sheet, the total number of problem sheets of each node operator in the current process unit and the number of problem sheets to be handled, the problem sheet is transferred to the corresponding node operator; According to the input content of the node operator for the problem sheet, the problem sheet is transferred to the next node operator or the next process unit.

2. The method according to claim 1, characterized in that According to the problem status of the problem sheet, the total number of problem sheets of each node operator in the current process unit, and the number of problem sheets to be handled, the problem sheet is transferred to the corresponding node operator, including: identifying a problem status of the problem ticket; If the problem status of the problem ticket is a newly added status, the problem ticket is assigned to the corresponding node operator according to the total number of problem tickets and the number of problem tickets to be handled by each node operator in the current process unit; If the problem status of the problem ticket is a stock status, the problem ticket will be assigned to the corresponding node operator in the previous round of circulation.

3. The method according to claim 2, characterized in that According to the total number of problem tickets and the number of problem tickets to be handled by each node operator in the current process unit, the problem tickets are allocated to the corresponding node operators, including: From all the node operators of the current process unit, the node operators with the least number of problem tickets are screened out at one time, and the problem tickets are transferred to the node operators screened out at one time; When there are multiple node operators with the least number of problem tickets, the node operators with the least number of problem tickets to be handled are secondary screened out from among the node operators with the least number of problem tickets, and the problem tickets are assigned to the secondary screened out node operators.

4. The method according to claim 3, characterized in that The process of determining the total number of problem tickets and the number of problem tickets to be handled includes: Obtain all the flow records of operators of each node in the current process unit within a predetermined period of time; Determine the number of problem tickets processed and the number of problem tickets to be processed by the operators of each node according to the circulation records; The total number of problem tickets is obtained by summing up the number of problem tickets that have been processed and the number of problem tickets to be processed, and removing duplicates.

5. The method according to claim 1, characterized in that According to the input content of the node operator for the problem sheet, the problem sheet is transferred to the next node operator or the next process unit, including: When the input content of the node operator is external flow, the problem sheet is transferred to the next process unit; When the input content of the node operator is internal circulation, the problem sheet is transferred to the next node operator.

6. The method according to claim 1, characterized in that The process unit includes: an allocation unit, a plurality of processing units, a plurality of evaluation units, a plurality of review units and an archiving unit; The method further comprises: The allocation unit identifies the problem category of the problem ticket submitted by the user; When the problem category of the problem ticket is the system process optimization category, the flow path of the problem ticket is the processing unit, the evaluation unit, the review unit and the archiving unit; the processing unit receives the problem ticket transferred by the allocation unit, improves the solution in the problem ticket according to the content input by the node operator, and transfers the improved problem ticket to the evaluation unit; the evaluation unit improves the evaluation information in the problem ticket according to the content input by the node operator, and transfers the improved problem ticket to the review unit; the review unit transfers the problem ticket to the archiving unit or the allocation unit according to the content input by the node operator; the archiving unit is used to archive the problem ticket; When the problem category of the problem ticket is other categories, the flow path of the problem ticket is the processing unit and the archiving unit; the processing unit receives the problem ticket transferred by the allocation unit, improves the solution in the problem ticket according to the content input by the node operator, and transfers the improved problem ticket to the archiving unit or the allocation unit.

7. The method according to claim 6, characterized in that When a problem ticket is transferred to the assigned unit, it includes: Determine whether the business information of the problem ticket contains information on multiple business areas; If the judgment is no, the problem sheet is transferred to the processing unit corresponding to the business information; If the judgment is yes, the business field with the highest matching degree is determined according to the business information, and the problem sheet is transferred to the processing unit corresponding to the business field with the highest matching degree.

8. The method according to claim 7, characterized in that The business field with the highest matching degree is determined according to the business information, including: Segmenting the business information to obtain a word list; Calculating a matching score for a business field based on a matching relationship between the words in the word list and the business field; The business field with the highest matching score is determined as the business field with the highest matching score.

9. The method according to claim 8, characterized in that Determining the business field with the highest matching degree according to the business information also includes: Obtaining the request information and attachment information related to the business information; Segmenting the demand information to obtain a demand word list; Segmenting the attachment information to obtain an attachment word list; Calculate the demand matching score of the business field according to the matching relationship between the words in the demand word list and the business field; Calculating the attachment matching score of the business field according to the matching relationship between the words in the attachment word list and the business field; Calculate the matching score of each business area according to the demand matching score and the attachment matching score; The business area with the highest matching score is determined as the business area with the highest matching degree.

10. The method according to claim 9, characterized in that According to the demand matching score and the attachment matching score, the matching score of each business field is calculated, including: The demand matching score and the attachment matching score are weightedly summed to obtain the matching score of each business field, and the weight coefficient of the demand matching score is greater than the weight coefficient of the attachment matching score.

11. The method according to claim 7, characterized in that After transferring the problem sheet to the processing unit corresponding to the business area with the highest matching degree, the following steps are also included: When receiving a non-matching instruction from a node operator, the problem sheet is transferred to a processing unit corresponding to the business field with the second highest matching degree in the business information; When the mismatch instruction is received again, the problem sheet is transferred to the management system to re-determine the processing unit.

12. The method according to claim 1, characterized in that The method further comprises: After receiving the problem ticket, each process unit generates the corresponding warning date; When the system date is greater than or equal to the warning date, a warning message is sent to the node operator corresponding to the process unit.

13. A problem sheet processing device, characterized in that: The device is applied to each process unit of the problem ticket processing system, each process unit has multiple node operators, and the device includes: The receiving module is used to receive the problem sheet transferred from the previous process unit; A first transfer module is used to transfer the problem sheet to the corresponding node operator according to the problem status of the problem sheet, the total number of problem sheets of each node operator in the current process unit, and the number of problem sheets to be handled; The second transfer module is used to transfer the problem sheet to the next node operator or the next process unit according to the input content of the node operator for the problem sheet.

14. A problem ticket processing system, characterized in that: The system includes the following process units that flow in sequence: an allocation unit, a plurality of processing units, a plurality of evaluation units, a plurality of review units, and an archiving unit; The distribution unit is used to store the problem sheet and transfer the problem sheet to the next unit; The processing unit is used to provide a solution to the problem sheet and transfer the problem sheet to the next unit; The evaluation unit is used to provide an optimization solution to the problem involved in the problem sheet and transfer the problem sheet to the next unit; The review unit is used to give the review result of the optimization plan and transfer the problem sheet to the next unit; The filing unit is used to store the problem sheet in the filing state; The processing unit, the evaluation unit and the review unit all have a plurality of node operators, which are used to receive the problem sheet transferred from the previous process unit, and transfer the problem sheet to the corresponding node operator according to the problem status of the problem sheet, the total number of problem sheets of each node operator in the current process unit and the number of problem sheets to be handled; According to the input content of the node operator for the problem sheet, the problem sheet is transferred to the next node operator or the next process unit.

15. A computer device comprising a memory, a processor and a computer program stored in the memory and executable on the processor, characterized in that: When the processor executes the computer program, the method according to any one of claims 1 to 12 is implemented.

16. A computer-readable storage medium storing a computer program, characterized in that: When the computer program is executed by a processor of a computer device, the method according to any one of claims 1 to 12 is implemented.

17. A computer program product, comprising a computer program, characterized in that: When the computer program is executed by a processor of a computer device, the method according to any one of claims 1 to 12 is implemented.

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