Work order management method, computer program product, equipment and storage medium

Abstract

The invention relates to the technical field of work order processing, in particular to a work order management method, a computer program product, equipment and a storage medium. The work order management method comprises the steps of obtaining a customer service work order; order information of the customer service work order is identified; linking historical work orders generated by the order information; and integrating the customer service work order and the historical work order to form an order work order layout so as to carry out customer service based on the order work order layout. By adopting the method, the work orders associated with the order information can be displayed under the same layout, the display continuity and integrity of the work order information associated with the order information are improved, and the historical work order query efficiency can be improved.

Description

Technical Field

[0001] The present application relates to the technical field of work order processing, and in particular to a work order management method, a computer program product, a computer device, and a computer-readable storage medium. Background Art

[0002] Usually, a customer service ticket is created for each order problem that occurs, and customer complaints are recorded and followed up on in the form of a customer service ticket, which can easily lead to redundant customer service tickets.

[0003] For example, after a certain period of time has passed since the follow-up processing of an order issue was completed, if the user contacts us again regarding the order, a new customer service ticket may be created for follow-up based on the current contact, which may easily lead to multiple tickets associated with the same order being more scattered, and in turn may affect the efficiency of querying and calling historical tickets. Summary of the invention

[0004] Based on this, it is necessary to provide a work order management method, computer program product, computer device and computer-readable storage medium that can display each work order associated with order information on the same page, improve the consistency and completeness of the display of work order information associated with the order information, and also help improve the efficiency of historical work order queries in response to the above technical problems.

[0005] On the one hand, a work order management method is provided, which includes: obtaining a customer service work order; identifying order information of the customer service work order; linking historical work orders for which order information has been generated; integrating the customer service work order with the historical work orders to form an order work order layout, so as to provide customer service based on the order work order layout.

[0006] In one embodiment of the present application, integrating customer service work orders and historical work orders to form an order work order layout includes: taking inventory of historical work orders and obtaining time information of historical work orders; confirming the occurrence time link between historical work orders based on the time information of historical work orders; sorting historical work orders and customer service work orders based on the occurrence time link to form an interactive link of order information, displaying the interactive link to form an order work order layout, and displaying at least part of the historical work orders and customer service work orders on the same interface.

[0007] In one embodiment of the present application, the order work order layout includes a first display area and a second display area; displaying the interactive link to form the order work order layout includes: obtaining historical demands of historical work orders, refining the historical demands to obtain brief demands; obtaining the entire process of customer service intervention in the historical work orders to form an intervention record; displaying the brief demands belonging to the same historical work order in the first display area, displaying the intervention record in the second display area, and associating the two.

[0008] In one embodiment of the present application, integrating customer service work orders and historical work orders to form an order work order layout includes: obtaining communication information between customer service and users; identifying whether there is preset attention information in the communication information; in response to the presence of preset attention information in the communication information, displaying the preset attention information in the communication information in a first display mode; wherein other content in the communication information is displayed in a second display mode, and the first display mode is different from the second display.

[0009] In one embodiment of the present application, integrating customer service work orders with historical work orders to form an order work order layout includes: obtaining external conversations associated with the target work order; wherein the target work order includes historical work orders and / or customer service work orders, and the external conversation includes conversations between customer service and users; obtaining the internal process associated with the target work order; wherein the internal process includes at least one of internal application, internal approval, internal assignment, and internal conversation; associating the external conversation and internal process of the target work order, and creating jump identifiers on the interface of the external conversation and the interface of the internal process respectively; wherein the jump identifier of one of the interface of the external conversation and the interface of the internal process is used to locate and jump to the other.

[0010] In one embodiment of the present application, the work order management method also includes: obtaining user information of the user to which the customer service work order belongs; querying the historical processing records that have been generated by the user information; wherein the historical processing records include at least historical external conversations; aggregating the historical processing records to form user history records, constructing hyperlinks to each historical external conversation and inserting user history records.

[0011] In one embodiment of the present application, the work order management method also includes: identifying work order flow nodes of multiple work orders; wherein the work orders include customer service work orders and / or historical work orders; dividing the work orders into work orders of multiple priorities based on the work order flow nodes; wherein the display method and / or supervision frequency assigned to work orders of different priorities are different.

[0012] On the other hand, a computer program product is provided. The computer program product includes a computer program. When the computer program is executed by a processor, the steps of the work order management method in any of the above embodiments are implemented.

[0013] On the other hand, a computer device is provided, including a memory, a processor, and a computer program stored in the memory and executable on the processor, and when the processor executes the computer program, the steps of the work order management method in any one of the above embodiments are implemented.

[0014] On the other hand, a computer-readable storage medium is provided, on which a computer program is stored. When the computer program is executed by a processor, the steps of the work order management method in any of the above embodiments are implemented.

[0015] The above-mentioned work order management method, computer program product, computer device and computer-readable storage medium can integrate the customer service work order currently generated by the order information and the historical work order generated at the historical moment, and form an order work order layout including customer service work orders and historical work orders. In other words, the present application can display each work order associated with the order information on the same layout, and can relatively completely visualize the order history on the order work order layout, thereby improving the coherence and completeness of the work order information associated with the order information. At the same time, when it is necessary to call and query historical work orders, it is also beneficial to improve the efficiency of historical work order queries. BRIEF DESCRIPTION OF THE DRAWINGS

[0016] Figure 1 This is a flowchart of an embodiment of the application work order management method;

[0017] Figure 2 It is a flowchart of another embodiment of the application work order management method;

[0018] Figure 3 This is a structural diagram of an embodiment of the application order work order page;

[0019] Figure 4 It is a structural diagram of another embodiment of the application order work order page;

[0020] Figure 5 This is a schematic diagram showing an embodiment of preset attention information of the present application;

[0021] Figure 6 It is a structural diagram of an embodiment of a computer device of the present application. DETAILED DESCRIPTION

[0022] In order to make the purpose, technical solution and advantages of the present application more clearly understood, the present application is further described in detail below in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are only used to explain the present application and are not used to limit the present application.

[0023] In order to solve the technical problem of scattered work orders in related technologies, this application provides a work order management method. The work order management method includes: obtaining customer service work orders; identifying order information of customer service work orders; linking historical work orders for which order information has been generated; integrating customer service work orders and historical work orders to form an order work order layout, so as to provide customer service based on the order work order layout. The following is an example of the detailed implementation method of the work order management method of this application.

[0024] See also Figure 1 , Figure 1 It is a flowchart of an embodiment of the application work order management method.

[0025] S101: Get the customer service ticket.

[0026] In this embodiment, the customer service work order refers to a customer service work order, which may occur in scenarios such as user after-sales needs, pre-sales communication, and logistics information inquiry.

[0027] Acquiring a customer service work order may refer to sending a customer service work order to a customer service representative, or may refer to allocating and dispatching a customer service work order. Optionally, the customer work order may be an immediate one, or a historical customer service work order that occurred in the past, which is not limited here.

[0028] S102: Identify order information of the customer service work order.

[0029] In this embodiment, in response to obtaining a customer service work order, the specific product and / or order information on which the customer service work order is based is obtained, that is, the order information of the customer service work order is identified. The order information may include information about orders that have occurred or are in progress; or, the order information may include information about potential orders, that is, product information and / or user information, which is not limited here.

[0030] For example, the order number of the order may be identified as the order information; or, the user information and the information of the inquired product may be used as the order information.

[0031] S103: Link the historical work orders that have been generated by the order information.

[0032] In this embodiment, in response to identifying the order information of the customer service work order, the historical customer service work order generated by the order information can be queried, and the queried historical customer service work order is used as the historical work order in this embodiment. This can realize linking the generated historical work order based on the order information, thereby improving the integrity of the work order information, and further facilitating the efficiency of locating the historical work order when processing the customer service work order.

[0033] S104: Integrate the customer service work order and the historical work order to form an order work order page, so as to provide customer service based on the order work order page.

[0034] In this embodiment, the customer service work order and the historical work order belonging to the same order information can be integrated to form an order work order page. Optionally, the customer service work order and the historical work order can be integrated into the same interface, which is used as the order work order page to facilitate the quick location of the required work order. Alternatively, considering that the number of customer service work orders and historical work orders associated with the same order information may be large, multiple sub-interfaces can be formed based on factors such as the occurrence of events and work order types to improve the simplicity of each interface and facilitate the location of work orders, which will not be repeated here.

[0035] It can be seen that in this embodiment, the customer service work order currently generated by the order information and the historical work orders generated at historical moments can be integrated to form an order work order page that includes customer service work orders and historical work orders. In other words, this application can display each work order associated with the order information on the same page, and can relatively completely visualize the order history on the order work order page, thereby improving the coherence and completeness of the work order information associated with the order information. At the same time, when it is necessary to call and query historical work orders, it is also beneficial to improve the efficiency of historical work order queries.

[0036] See also Figures 2 to 5 , Figure 2 is a flowchart of another embodiment of the application work order management method. Figure 3 This is a structural diagram of an embodiment of the application order work order page. Figure 4 This is a structural diagram of another embodiment of the application order work order page. Figure 5 It is a structural diagram of an embodiment of the external dialogue and internal process of the present application.

[0037] S201: Obtain a customer service work order and identify order information of the customer service work order.

[0038] In this embodiment, taking the order information including the order number as an example, in response to obtaining the customer service work order, the order number of the specific order that generated the customer service work order can be extracted.

[0039] Furthermore, in this embodiment, user information of the user to which the customer service work order / order information belongs may also be obtained.

[0040] To query the historical processing records of user information. Among them, the historical processing records at least include historical external conversations; historical external conversations refer to the conversations between customer service and users. At the same time, the historical processing records can be summarized to form user historical records, and hyperlinks of each historical external conversation can be constructed and inserted into the user historical records. In this way, at least part of the historical processing records under the name of the customer can be relatively comprehensively integrated.

[0041] Optionally, all historical processing records can be integrated. In other words, the user history record can include all historical communication records between customer service personnel and customers, and can also be compatible with the hyperlink function, so as to allow customer service to view the detailed information of each communication and improve the simplicity of the interface, so as to improve the query efficiency and grasp the case processing path as comprehensively as possible.

[0042] S202: Link the historical work orders that have been generated by the order information.

[0043] In this embodiment, in response to the order information being an order number, at least part of the historical work orders generated by the same order number can be queried. For example, all historical work orders generated by the order number can be screened out. Alternatively, it can be identified whether each historical work order has substantive content, and the substantive content can include, for example, installation consultation, complaint risk, follow-up logistics, etc. The specific substantive content of concern can be set according to demand. In response to the fact that the historical work order does not have substantive content, the historical work order can be temporarily ignored or displayed in a relatively unobtrusive manner.

[0044] S203: Check historical work orders and obtain time information of historical work orders.

[0045] In this embodiment, the occurrence time and / or completion time and / or creation time of each historical work order can be identified respectively, so as to realize the inventory of historical work orders and obtain time information respectively. Furthermore, the time information of customer service work orders can also be obtained at the same time.

[0046] In other words, the time information may include the occurrence time and / or completion time and / or creation time of the work order, etc.

[0047] S204: Based on the time information of the historical work orders, confirm the occurrence time link between the historical work orders.

[0048] In this embodiment, in response to obtaining the time information of the historical work orders to be displayed, the timeline between the historical work orders, that is, the occurrence time link, can be confirmed based on the time information.

[0049] S205: Forming an order worksheet layout based on the occurrence time link.

[0050] In this embodiment, the historical work orders can be arranged in ascending or descending order based on the event link to form an order work order layout. In this way, the interaction of some or all work orders generated by the same customer and the same order history can be linked through a layout continuity to form a replay link layout, thereby realizing the associated logic verification. In an alternative embodiment, the historical work orders can also be sorted according to the work order type, which is not limited here.

[0051] For example, in this embodiment, all work order information under the customer's name can be found based on the user information. Identify whether all work order information is associated with the same order item and / or order number at the same time. If there are multiple work orders under the current user information, and the connection bridge between each work order group is the same order number, the original multi-page display of multiple work orders interactive information will be abandoned, and the customer's name will be integrated in a coherent manner through one page in ascending chronological order. In other words, different work orders that can be connected with the same order number as a bridge cover all interactive information under the work order, so that one page can verify all interactive links of the order under the customer's name.

[0052] like Figure 3 As shown in the example, the order work order page can include historical work orders and customer service work orders. The information displayed on each work order may include the work order number, work order status, work order type, work order label, work order category, creation time, problem description, user demand, latest solution, last reply time, etc. Furthermore, the products associated with each work order can be linked to the product with a hyperlink (such as Figure 3 As shown in the example: View related products (1)) is mounted on the order ticket page.

[0053] That is to say, in this embodiment, historical work orders and customer service work orders can be sorted based on the occurrence time link to form an interactive link of order information, the interactive link can be displayed to form an order work order layout, and at least part of the historical work orders and customer service work orders can be displayed on the same interface.

[0054] Furthermore, the order worksheet layout may include a first display area and a second display area.

[0055] Obtain historical demands of historical work orders, refine the historical demands to obtain brief demands; obtain the entire process of customer service intervention in historical work orders to form intervention records; display brief demands belonging to the same historical work order in the first display area, and the intervention record in the second display area, and associate the two, so that customer service personnel can timely compare the demand summary when viewing the detailed link.

[0056] like Figure 4 As shown in the example, the order worksheet layout can be split into two parts, the first display area includes brief appeal A1, brief appeal A2, and brief appeal A3, and the second display area includes intervention records J1, intervention record J2, and intervention record J3 corresponding to brief appeal A1, brief appeal A2, and brief appeal A3 respectively.

[0057] In an alternative embodiment, the first display area may be displayed directly, and the second display area may be expanded after the brief appeal in the first display area is selected; or, the second display area may display the intervention records in the form of multiple dialogue bubbles near the corresponding brief appeal, which is not limited here.

[0058] Optionally, in this embodiment, considering that there are processing nodes such as output processing solutions, application solutions, foreign-related upgrades, crisis marking, and expedited replies in the processing link of work orders, each processing node is given priority to output in full to customer service. Different customer service roles can be further distinguished, and the work orders / preset attention information of the processing nodes associated with the customer service roles can be pushed; or, each customer service can customize the attention information to achieve the focus on inconsistent core nodes. In this way, this function can improve the flexibility of configuration, and can be based on personalized settings such as group habits and business attributes to focus on the core nodes that need to be highlighted in the process of reviewing the historical processing of work orders.

[0059] Optionally, in this embodiment, communication information between the customer service and the user may also be obtained.

[0060] Identify whether there is preset information of interest in the communication information. This can be achieved through strategies such as keyword tagging, online conversation text crawling, etc., and can be achieved through preset semantic models or manual tagging, which is not limited here.

[0061] like Figure 5 As shown in the example, the preset information of concern may be information with complaint risk, sensitive information, etc. In response to the presence of preset information of concern in the communication information, the preset information of concern in the communication information is displayed in a first display mode. Among them, other content in the communication information is displayed in a second display mode, and the first display mode is different from the second display. For example, the second display mode may be to bold, enlarge, highlight, etc. the preset information of concern; or, the first display information may be to fold part of the information, which is not limited here.

[0062] Furthermore, in this embodiment, external conversations associated with the target work order may also be obtained, wherein the target work order includes historical work orders and / or customer service work orders, and the external conversations include conversations between customer service and users.

[0063] The internal process associated with the target work order is obtained, wherein the internal process includes at least one of internal application, internal approval, internal assignment and internal conversation.

[0064] Associate the external conversation and internal process of the target work order, and create jump identifiers in the external conversation interface and the internal process interface respectively.

[0065] The jump mark of one of the interface of the external conversation and the interface of the internal process is used to locate and jump the other one.

[0066] Generally speaking, in the customer service process, there is usually information related to the order of application and approval, assignment and reply. In this embodiment, it is possible to pre-embed points and associate the underlying big data to verify the related operations such as application approval, assignment reply, etc. in real time, thereby directly displaying the related relationship and information in the operation link. This can assist customer service to quickly locate information and improve processing efficiency and accuracy.

[0067] In one embodiment, the work order management method can also identify work order flow nodes of multiple work orders. The work orders include customer service work orders and / or historical work orders. The work orders are divided into work orders of multiple priorities based on the work order flow nodes. The display mode and / or supervision frequency assigned to work orders of different priorities are different.

[0068] Furthermore, the work order information of low priority can also be folded, which is not limited here. In this way, the nodes in the link that are not important but related to the overall process of auxiliary connection support to be displayed in a folded manner by default, so as to facilitate the priority attention of important information.

[0069] In summary, this application can quickly locate the extent of the customer complaint crisis with the help of key information in the process of approving solutions, following up on public opinion, and reviewing links. If this can reduce the workload, it will also help improve processing timeliness and the adaptability of the solution. At the same time, the work order information can cover the information generated by the customer complaint processing process while integrating coherence. In the customer service review process, the complete link and key monitoring information can be effectively and efficiently confirmed, and the case summary can be streamlined and refined to facilitate the capture of core issues. In addition, it is also conducive to reshaping the customer complaint life cycle nodes, redefining the primary and secondary levels between each processing node, weakening the secondary node display, strengthening the main node monitoring, achieving short links and improving the accuracy of displaying key monitoring information. It can personalize the display of role monitoring nodes. For different customer service roles, the key information to be monitored is also different. This application supports the default display of the information to be monitored by the role according to different customer service roles, and folding non-key information at the same time. It can also prompt risks in a timely manner. For example, if sensitive information is involved in the customer complaint, it can be displayed in bold to remind the customer service of the risk of this customer complaint.

[0070] It should be understood that although Figure 1-Figure 2 The steps in the flowchart are shown in sequence as indicated by the arrows, but these steps are not necessarily executed in the order indicated by the arrows. Unless otherwise specified in this document, there is no strict order restriction for the execution of these steps, and these steps can be executed in other orders. Moreover, Figure 1-Figure 2At least part of the steps may include multiple sub-steps or multiple stages. These sub-steps or stages are not necessarily executed at the same time, but can be executed at different times. The execution order of these sub-steps or stages is not necessarily sequential, but can be executed in turn or alternately with other steps or at least part of the sub-steps or stages of other steps.

[0071] In one embodiment, a computer program product provided by the present application includes a computer program. When the computer program is executed by a processor, the steps of the work order management method described above are implemented, which will not be described in detail here.

[0072] See also Figure 6 , Figure 6 It is a structural diagram of an embodiment of a computer device of the present application.

[0073] In one embodiment, a computer device is provided. The computer device may be a terminal, and its internal structure diagram may be as shown in FIG. Figure 6 Shown by example.

[0074] The computer device includes a processor, a memory, a network interface, a display screen and an input device connected through a system bus. The processor of the computer device is used to provide computing and control capabilities. The memory of the computer device includes a non-volatile storage medium and an internal memory. The non-volatile storage medium stores an operating system and a computer program. The internal memory provides an environment for the operation of the operating system and the computer program in the non-volatile storage medium. The network interface of the computer device is used to communicate with an external terminal through a network connection. When the computer program is executed by the processor, a work order management method is implemented. The display screen of the computer device can be a liquid crystal display screen or an electronic ink display screen, and the input device of the computer device can be a touch layer covering the display screen, or a key, trackball or touchpad set on the computer device housing, or an external keyboard, touchpad or mouse, etc.

[0075] Those skilled in the art will understand that Figure 6 The structure shown in the figure is only a block diagram of a part of the structure related to the solution of the present application, and does not constitute a limitation on the computer device to which the solution of the present application is applied. The specific computer device may include more or fewer components than those shown in the figure, or combine certain components, or have a different arrangement of components.

[0076] In one embodiment, a computer device is provided, including a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor implements the following steps when executing the computer program: obtaining a customer service work order; identifying order information of the customer service work order; linking historical work orders for which order information has been generated; integrating the customer service work order with the historical work orders to form an order work order layout, so as to provide customer service based on the order work order layout.

[0077] In one embodiment, when integrating customer service work orders and historical work orders to form an order work order layout, the processor also implements the following steps when executing the computer program: taking inventory of historical work orders and obtaining time information of historical work orders; confirming the occurrence time link between historical work orders based on the time information of historical work orders; sorting historical work orders and customer service work orders based on the occurrence time link to form an interactive link of order information, displaying the interactive link to form an order work order layout, and displaying at least part of the historical work orders and customer service work orders on the same interface.

[0078] In one embodiment, the order work order layout includes a first display area and a second display area; when the interactive link is displayed to form the order work order layout, the processor also implements the following steps when executing the computer program: obtaining historical demands of historical work orders, refining the historical demands to obtain brief demands; obtaining the entire process of customer service intervention in the historical work orders to form an intervention record; displaying the brief demands belonging to the same historical work order in the first display area, displaying the intervention record in the second display area, and associating the two.

[0079] In one embodiment, when integrating customer service work orders and historical work orders to form an order work order layout, the processor also implements the following steps when executing the computer program: obtaining communication information between customer service and the user; identifying whether there is preset attention information in the communication information; in response to the presence of preset attention information in the communication information, displaying the preset attention information in the communication information in a first display mode; wherein other content in the communication information is displayed in a second display mode, and the first display mode is different from the second display.

[0080] In one embodiment, when integrating the customer service work order and the historical work order to form the order work order layout, the processor also implements the following steps when executing the computer program: obtaining the external conversation associated with the target work order; wherein the target work order includes the historical work order and / or the customer service work order, and the external conversation includes the conversation between the customer service and the user; obtaining the internal process associated with the target work order; wherein the internal process includes at least one of the internal application, internal approval, internal assignment and internal conversation; associating the external conversation and the internal process of the target work order, and creating a jump identifier in the interface of the external conversation and the interface of the internal process respectively; wherein the jump identifier of one of the interface of the external conversation and the interface of the internal process is used to locate and jump to the other.

[0081] In one embodiment, when the processor executes the computer program, the following steps are also implemented: obtaining user information of the user to whom the customer service ticket belongs; querying the historical processing records that have been generated for the user information; wherein the historical processing records at least include historical external conversations; aggregating the historical processing records to form user history records, constructing hyperlinks to each historical external conversation and inserting the user history records.

[0082] In one embodiment, when the processor executes the computer program, the following steps are also implemented: identifying the work order flow nodes of multiple work orders; wherein the work orders include customer service work orders and / or historical work orders; dividing the work orders into work orders of multiple priorities based on the work order flow nodes; wherein the display mode and / or supervision frequency allocated to work orders of different priorities are different.

[0083] In one embodiment, a computer-readable storage medium is provided, on which a computer program is stored, and when the computer program is executed by a processor, the following steps are implemented: obtaining a customer service work order; identifying order information of the customer service work order; linking historical work orders for which order information has been generated; integrating the customer service work order with the historical work orders to form an order work order layout, so as to provide customer service based on the order work order layout.

[0084] In one embodiment, when integrating customer service work orders and historical work orders to form an order work order layout, the computer program also implements the following steps when executed by the processor: taking inventory of historical work orders and obtaining time information of historical work orders; confirming the occurrence time link between historical work orders based on the time information of historical work orders; sorting historical work orders and customer service work orders based on the occurrence time link to form an interactive link of order information, displaying the interactive link to form an order work order layout, and displaying at least part of the historical work orders and customer service work orders on the same interface.

[0085] In one embodiment, the order work order layout includes a first display area and a second display area; when the interactive link is displayed to form the order work order layout, the computer program also implements the following steps when executed by the processor: obtaining historical demands of historical work orders, refining the historical demands to obtain brief demands; obtaining the entire process of customer service intervention in the historical work orders to form an intervention record; displaying the brief demands belonging to the same historical work order in the first display area, displaying the intervention record in the second display area, and associating the two.

[0086] In one embodiment, when integrating customer service work orders and historical work orders to form an order work order layout, the computer program also implements the following steps when executed by the processor: obtaining communication information between customer service and the user; identifying whether there is preset attention information in the communication information; in response to the presence of preset attention information in the communication information, displaying the preset attention information in the communication information in a first display mode; wherein other content in the communication information is displayed in a second display mode, and the first display mode is different from the second display.

[0087] In one embodiment, when integrating the customer service work order and the historical work order to form the order work order layout, the computer program also implements the following steps when executed by the processor: obtaining the external conversation associated with the target work order; wherein the target work order includes the historical work order and / or the customer service work order, and the external conversation includes the conversation between the customer service and the user; obtaining the internal process associated with the target work order; wherein the internal process includes at least one of the internal application, internal approval, internal assignment and internal conversation; associating the external conversation and the internal process of the target work order, and creating a jump identifier in the interface of the external conversation and the interface of the internal process respectively; wherein the jump identifier of one of the interface of the external conversation and the interface of the internal process is used to locate and jump to the other.

[0088] In one embodiment, when the computer program is executed by the processor, the following steps are also implemented: obtaining user information of the user to whom the customer service ticket belongs; querying the historical processing records that have been generated for the user information; wherein the historical processing records at least include historical external conversations; aggregating the historical processing records to form user history records, constructing hyperlinks to each historical external conversation and inserting the user history records.

[0089] In one embodiment, when the computer program is executed by a processor, the following steps are also implemented: identifying work order flow nodes of multiple work orders; wherein the work orders include customer service work orders and / or historical work orders; dividing the work orders into work orders of multiple priorities based on the work order flow nodes; wherein the display method and / or supervision frequency assigned to work orders of different priorities are different.

[0090] Those skilled in the art can understand that all or part of the processes in the above-mentioned embodiments can be completed by instructing the relevant hardware through a computer program, and the computer program can be stored in a non-volatile computer-readable storage medium. When the computer program is executed, it can include the processes of the embodiments of the above-mentioned methods. Among them, any reference to memory, storage, database or other media used in the embodiments provided in the present application can include non-volatile and / or volatile memory. Non-volatile memory can include read-only memory (ROM), programmable ROM (PROM), electrically programmable ROM (EPROM), electrically erasable programmable ROM (EEPROM) or flash memory. Volatile memory can include random access memory (RAM) or external cache memory. As an illustration and not limitation, RAM is available in many forms, such as static RAM (SRAM), dynamic RAM (DRAM), synchronous DRAM (SDRAM), double data rate SDRAM (DDRSDRAM), enhanced SDRAM (ESDRAM), synchronous link (Synchlink) DRAM (SLDRAM), memory bus (Rambus) direct RAM (RDRAM), direct memory bus dynamic RAM (DRDRAM), and memory bus dynamic RAM (RDRAM).

[0091] The technical features of the above embodiments may be combined arbitrarily. To make the description concise, not all possible combinations of the technical features in the above embodiments are described. However, as long as there is no contradiction in the combination of these technical features, they should be considered to be within the scope of this specification.

[0092] The embodiments described above only express several implementation methods of the present application, and the descriptions thereof are relatively specific and detailed, but they cannot be understood as limiting the scope of the invention patent. It should be pointed out that, for ordinary technicians in this field, several variations and improvements can be made without departing from the concept of the present application, and these all belong to the protection scope of the present application.

Claims

1. A work order management method, characterized in that: The work order management method comprises: Get customer service tickets; Identify order information of the customer service work order; Link to the historical work orders generated by the order information; The customer service work order and the historical work order are integrated to form an order work order page, so as to provide customer service based on the order work order page.

2. The work order management method according to claim 1, characterized in that: The integration of the customer service work order and the historical work order to form an order work order page includes: Taking inventory of the historical work orders and obtaining time information of the historical work orders; Based on the time information of the historical work orders, confirm the occurrence time link between the historical work orders; The historical work orders and the customer service work orders are sorted based on the occurrence time link to form an interactive link of the order information, the interactive link is displayed to form the order work order page, and at least part of the historical work orders and the customer service work orders are displayed on the same interface.

3. The work order management method according to claim 2, characterized in that: The order worksheet page includes a first display area and a second display area; The displaying of the interactive link to form the order worksheet page includes: Obtaining historical demands of the historical work orders, and refining the historical demands to obtain brief demands; Obtain the entire process of customer service intervention in the historical work order and form an intervention record; The brief request belonging to the same historical work order is displayed in the first display area, the intervention record is displayed in the second display area, and the two are associated.

4. The work order management method according to claim 1, characterized in that: The integration of the customer service work order and the historical work order to form an order work order page includes: Obtaining communication information between the customer service and the user; Identify whether there is preset information of interest in the communication information; In response to the preset information of interest being present in the communication information, the preset information of interest in the communication information is displayed in a first display mode; wherein other contents in the communication information are displayed in a second display mode, and the first display mode is different from the second display mode.

5. The work order management method according to claim 1, characterized in that: The integration of the customer service work order and the historical work order to form an order work order page includes: Acquire an external conversation associated with a target work order; wherein the target work order includes a historical work order and / or the customer service work order, and the external conversation includes a conversation between the customer service and the user; Acquire an internal process associated with the target work order; wherein the internal process includes at least one of internal application, internal approval, internal assignment, and internal conversation; Associate the external conversation and the internal process of the target work order, and create jump identifiers in the interface of the external conversation and the interface of the internal process respectively; wherein the jump identifier of one of the interface of the external conversation and the interface of the internal process is used to locate and jump the other one.

6. The work order management method according to claim 1, characterized in that: The work order management method further includes: Obtain user information of the user to whom the customer service ticket belongs; Query the historical processing records that have been generated for the user information; wherein the historical processing records at least include historical external conversations; The historical processing records are aggregated to form user historical records, and hyperlinks of the historical external conversations are constructed and inserted into the user historical records.

7. The work order management method according to claim 1, characterized in that: The work order management method further includes: Identify work order flow nodes of multiple work orders; wherein the work orders include the customer service work orders and / or the historical work orders; The work orders are divided into work orders of multiple priorities based on the work order flow nodes; wherein the display modes and / or supervision frequencies allocated to work orders of different priorities are different.

8. A computer program product, characterized in that The method comprises a computer program, which, when executed by a processor, implements the steps of the work order management method described in any one of claims 1-7.

9. 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 steps of the work order management method according to any one of claims 1 to 7 are implemented.

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

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