Cross-platform intelligent business processing method based on knowledge base

Abstract

The invention discloses a knowledge base-based cross-platform intelligent business processing method, and relates to the technical field of business processing, and the method comprises the steps: obtaining a user input problem input by any user in a service terminal of a business hall, and coding the user input problem to obtain a vector; based on the vector, performing target business process search in different business platforms to obtain at least two target business processes; and integrating all the target business processes to obtain business process information corresponding to the user input question. According to the method and the device, the user input problem input by the user is coded, so that the unified vector adaptive to various service platforms can be obtained, and the search accuracy can be improved by performing multi-platform data search based on the vector.

Description

Background Art

[0002] In telecommunications operations and enterprise management, frontline service personnel need to handle a variety of complex tasks on a daily basis, such as customer problem troubleshooting, work order processing, and business consulting. These tasks often involve multiple independent IT systems, including CRM (customer relationship management), OA (office automation system), work order system, and knowledge base.

[0003] Deficiencies of existing technology:

[0004] Tool switching is cumbersome: front-line staff need to manually switch between multiple systems, which wastes a lot of time and is prone to errors.

[0005] Information island problem: Each system has independent data and lacks a unified integrated view.

[0006] Inefficient result integration: Results returned by multiple systems need to be manually analyzed and summarized, increasing workload. Summary of the invention

[0007] The technical problem to be solved by the present invention is to address the deficiencies of the prior art and specifically provide a cross-platform intelligent business processing method based on a knowledge base, which is as follows:

[0008] 1) In the first aspect, the present invention provides a cross-platform intelligent business processing method based on a knowledge base, and the specific technical solution is as follows:

[0009] Obtaining a user input question input by any user in a service terminal in a business hall, and encoding the user input question to obtain a vector;

[0010] Based on the vector, searching for target business processes on different business platforms to obtain at least two target business processes;

[0011] All target business processes are integrated to obtain business process information corresponding to the user input question.

[0012] The beneficial effects of a cross-platform intelligent business processing method based on a knowledge base provided by the present invention are as follows:

[0013] By encoding the user input questions entered by the user, a unified vector adapted to multiple business platforms can be obtained. Multi-platform data search based on the vector can improve the accuracy of the search.

[0014] Based on the above solution, the present invention can also be improved as follows.

[0015] Furthermore, it also includes:

[0016] The business process information is displayed through the display screen of the service terminal.

[0017] Furthermore, it also includes: within a preset time after the business process information is displayed, real-time acquisition of new user input questions input by the user, and processing the new user input questions.

[0018] Furthermore, it also includes: after displaying the business process information, after a fixed time has passed, stopping the business service.

[0019] 2) In the second aspect, the present invention also provides a cross-platform intelligent business processing system based on a knowledge base, and the specific technical solution is as follows:

[0020] The acquisition module is used to: acquire a user input question input by any user in a service terminal in a business hall, and encode the user input question to obtain a vector;

[0021] The search module is used to: search for target business processes on different business platforms based on the vector to obtain at least two target business processes;

[0022] The processing module is used to integrate all target business processes to obtain business process information corresponding to the user input question.

[0023] Furthermore, it also includes:

[0024] The display module is used to display the business process information through the display screen of the service terminal.

[0025] Furthermore, it also includes: a real-time collection module for: obtaining new user input questions input by users in real time within a preset time after the business process information is displayed, and processing the new user input questions.

[0026] Furthermore, it also includes: a termination module for: stopping the business service after a fixed time has passed after the business process information is displayed.

[0027] 3) In a third aspect, the present invention further provides an electronic device, comprising a processor, wherein the processor is coupled to a memory, wherein at least one computer program is stored in the memory, and the at least one computer program is loaded and executed by the processor so that the electronic device implements any of the above methods.

[0028] 4) In a fourth aspect, the present invention further provides a computer-readable storage medium, wherein at least one computer program is stored in the computer-readable storage medium, and the at least one computer program is loaded and executed by a processor so that a computer implements any of the above methods.

[0029] It should be noted that the beneficial effects achieved by the technical solutions of the second to fourth aspects of the present invention and the corresponding possible implementation methods can be found in the above-mentioned technical effects of the first aspect and its corresponding possible implementation methods, and will not be repeated here. BRIEF DESCRIPTION OF THE DRAWINGS

[0030] Other features, objects and advantages of the present invention will become more apparent from the detailed description of non-limiting embodiments made with reference to the following drawings:

[0031] Figure 1 A schematic diagram of a process of a cross-platform intelligent business processing method based on a knowledge base according to an embodiment of the present invention;

[0032] Figure 2 The figure is a structural framework diagram of an electronic device. DETAILED DESCRIPTION

[0033] In order to make the objectives, technical solutions and advantages of the present invention more clear, the embodiments of the present invention will be further described in detail below with reference to the accompanying drawings.

[0034] like Figure 1 As shown, a cross-platform intelligent business processing method based on a knowledge base in an embodiment of the present invention includes the following steps:

[0035] S1. Obtain a user input question input by any user in a service terminal in a business hall, and encode the user input question to obtain a vector;

[0036] S2. Based on the vector, search for target business processes on different business platforms to obtain at least two target business processes;

[0037] S3. Integrate all target business processes to obtain business process information corresponding to the user input question.

[0038] The beneficial effects of a cross-platform intelligent business processing method based on a knowledge base provided by the present invention are as follows:

[0039] By encoding the user input questions entered by the user, a unified vector adapted to multiple business platforms can be obtained. Multi-platform data search based on the vector can improve the accuracy of the search.

[0040] Among them, the business hall refers to the business hall of China Mobile, China Telecom or China Unicom. The service terminal is a data receiving and feedback platform with a display screen for staff to handle recharge services or communication services for users. Through the service terminal, the service information (user input questions) that users need to handle can be obtained. Through the background processor corresponding to the service terminal, the user input questions are processed and the corresponding business process corresponding to the user input questions is fed back. The business process refers to the process information of handling the business corresponding to the user input questions. The process information can be how many steps the user needs to complete the business handling and the corresponding handling location.

[0041] The business platform provides business scope, historical business processing data and corresponding vector information for different regions.

[0042] According to the vector, a search is performed on different business platforms, that is, at least two target vectors corresponding to the vector are searched, and business data (target business process) corresponding to the target vector is retrieved, and the target business process is integrated to obtain final business process information.

[0043] For example, the target business process corresponding to the third step can be retrieved on platform A, the target business process corresponding to the first step can be retrieved on platform B, and the target business process corresponding to the second step can be retrieved on platform C. The above three steps are sorted in order to obtain the final business process information.

[0044] Furthermore, it also includes:

[0045] The business process information is displayed through the display screen of the service terminal.

[0046] Furthermore, it also includes: within a preset time after the business process information is displayed, real-time acquisition of new user input questions input by the user, and processing the new user input questions.

[0047] Furthermore, it also includes: after displaying the business process information, after a fixed time has passed, stopping the business service.

[0048] Example 1, 1. Platform architecture

[0049] Knowledge parsing module:

[0050] Algorithm core: Adopting natural language processing (NLP) model (such as Transformer architecture) and knowledge graph fusion technology:

[0051] Question classifier: Based on the Fine-tuned BERT model, it identifies the type of question entered by the user (such as "network failure" or "business processing").

[0052] Contextual relevance matching: Use the cosine similarity algorithm to retrieve the most relevant business processes in the knowledge base.

[0053] Task decomposition module: Through a sequence labeling model (such as a CRF or BIO format labeling model), the user input is parsed into specific system call tasks.

[0054] Cross-system scheduling module:

[0055] Scheduling strategy: Use reinforcement learning (RL) frameworks (such as Proximal Policy Optimization, PPO) to dynamically optimize the order of API calls and reduce latency.

[0056] Simulate a multi-tasking environment, evaluate the impact of different calling strategies on response time, and select the optimal path.

[0057] Dynamic adjustment of task priority: Priority Queue is introduced to adjust the calling order in real time according to the urgency of the task and the historical resolution time.

[0058] Results integration and display module:

[0059] Data cleaning and deduplication: Based on semantic embedding models (such as Sentence-BERT), similarity calculations are performed on the results returned by multiple systems to filter out duplicate data.

[0060] Aggregation sorting algorithm: Using multimodal fusion technology, text, tables, and image data are uniformly encoded into semantic vectors and sorted by relevance and timeliness.

[0061] Interface optimization: Use interactive graphics generation models (Interactive Data Visualization) to dynamically render task status and processing results.

[0062] Dynamic task management module:

[0063] Rule engine: Based on the business rules in the knowledge base, it automatically assigns tasks using logistic regression or decision tree models.

[0064] Anomaly detection: Combine time series prediction models (such as LSTM) with historical task data to detect potential anomalies (such as delays) in task processing.

[0065] Main technical process

[0066] (1) Question parsing: The user input question Q is encoded into a vector V q , match the relevant entries D = {d_1, d_2, \ldots, d_n} in the knowledge base through the knowledge parsing module:

[0067]

[0068] (2) System call: Construct a call chain C = {API_1, API_2, \ldots, API_m} and optimize the sequence based on the reinforcement learning model:

[0069] The reward function R is defined as:

[0070]

[0071] Among them, V response is the response time, S relevance is the correlation score and a is the coefficient.

[0072] Data Integration:

[0073] Data deduplication algorithm:

[0074]

[0075] Among them, delta is the deduplication threshold.

[0076] (3) Data aggregation:

[0077] Encoding multimodal data (text, tables, images):

[0078] V aggregated =Concat(V text ,V table ,V image )

[0079] Calculate a composite score using weighted relevance:

[0080] S=w1·S text +w2·S table +w3·S image

[0081] Task tracking: Use the time series prediction model to predict the completion time T of each task completion :

[0082] T completion =f(T history ,S task )

[0083] Abnormal tasks trigger notifications in real time and record processing logs.

[0084] This program includes:

[0085] Cross-platform search and call: Analyze business processes through the knowledge base, intelligently map problems to corresponding modules of different IT systems, and automatically initiate cross-system calls.

[0086] Result integration and simplified display: Automatically integrate the results returned by multiple systems to generate a simplified interface that front-line personnel can directly operate.

[0087] Dynamic task management: Based on the knowledge base and business logic, track task progress in real time and dynamically adjust task allocation according to needs.

[0088] Reduce repetitive work: avoid frequent tool switching and improve processing efficiency;

[0089] Improve problem-solving capabilities: Provide more intuitive and comprehensive support through intelligent integration;

[0090] Enhance collaboration transparency: Display task status in real time to improve collaboration efficiency.

[0091] In the above embodiments, although the steps are numbered S1, S2, etc., these are only specific embodiments given by the present invention. Those skilled in the art may adjust the execution order of S1, S2, etc. according to actual conditions, which is also within the protection scope of the present invention. It can be understood that in some embodiments, some or all of the above embodiments may be included.

[0092] The present invention also provides a cross-platform intelligent business processing system based on a knowledge base, and the specific technical solution is as follows:

[0093] The acquisition module is used to: acquire a user input question input by any user in a service terminal in a business hall, and encode the user input question to obtain a vector;

[0094] The search module is used to: search for target business processes on different business platforms based on the vector to obtain at least two target business processes;

[0095] The processing module is used to integrate all target business processes to obtain business process information corresponding to the user input question.

[0096] Furthermore, it also includes:

[0097] The display module is used to display the business process information through the display screen of the service terminal.

[0098] Furthermore, it also includes: a real-time collection module for: obtaining new user input questions input by users in real time within a preset time after the business process information is displayed, and processing the new user input questions.

[0099] Furthermore, it also includes: a termination module for: stopping the business service after a fixed time has passed after the business process information is displayed.

[0100] It should be noted that the beneficial effects of a cross-platform intelligent business processing system based on a knowledge base provided in the above embodiment are the same as the beneficial effects of the cross-platform intelligent business processing method based on a knowledge base, which will not be repeated here. In addition, when the system provided in the above embodiment realizes its functions, it only uses the division of the above-mentioned functional modules as an example. In actual applications, the above-mentioned functions can be assigned to different functional modules as needed, that is, the system can be divided into different functional modules according to actual conditions to complete all or part of the functions described above. In addition, the system and method embodiments provided in the above embodiment belong to the same concept, and the specific implementation process is detailed in the method embodiment, which will not be repeated here.

[0101] like Figure 2 As shown, an electronic device 300 according to an embodiment of the present invention includes a processor 320, the processor 320 is coupled to a memory 310, and the memory 310 stores at least one computer program 330, and the at least one computer program 330 is loaded and executed by the processor 320, so that the electronic device 300 implements any of the above methods, specifically:

[0102] The electronic device 300 may have relatively large differences due to different configurations or performances, and may include one or more processors 320 (Central Processing Units, CPU) and one or more memories 310, wherein the one or more memories 310 store at least one computer program 330, and the at least one computer program 330 is loaded and executed by the one or more processors 320, so that the electronic device 300 implements a cross-platform intelligent business processing method based on a knowledge base provided in the above embodiment. Of course, the electronic device 300 may also have components such as a wired or wireless network interface, a keyboard, and an input and output interface for input and output, and the electronic device 300 may also include other components for realizing device functions, which will not be repeated here.

[0103] A computer-readable storage medium according to an embodiment of the present invention stores at least one computer program, and the at least one computer program is loaded and executed by a processor so that a computer implements any one of the above methods.

[0104] Optionally, the computer-readable storage medium may be a read-only memory (ROM), a random access memory (RAM), a compact disc (CD-ROM), a magnetic tape, a floppy disk, an optical data storage device, and the like.

[0105] In an exemplary embodiment, a computer program product or a computer program is also provided, the computer program product or the computer program comprising computer instructions, the computer instructions being stored in a computer-readable storage medium. A processor of an electronic device reads the computer instructions from the computer-readable storage medium, and the processor executes the computer instructions, so that the electronic device performs any of the above methods.

[0106] It should be noted that the terms "first", "second", etc. in the specification and claims of the present application are used to distinguish similar objects and represent the definition of a specific order or sequence. The order of use of similar objects can be interchanged where appropriate, so that the embodiments of the present application described herein can be implemented in an order other than the order shown or described.

[0107] Those skilled in the art know that the present invention can be implemented as a system, method or computer program product. Therefore, the present disclosure can be specifically implemented in the following forms, namely: it can be complete hardware, it can be complete software (including firmware, resident software, microcode, etc.), or it can be a combination of hardware and software, which is generally referred to as "circuit", "module" or "system" herein. In addition, in some embodiments, the present invention can also be implemented in the form of a computer program product in one or more computer-readable media, and the computer-readable medium contains computer-readable program code.

[0108] Any combination of one or more computer-readable media may be used. A computer-readable medium may be a computer-readable signal medium or a computer-readable storage medium. A computer-readable storage medium may be, for example, but not limited to, an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, device, or device, or any combination thereof. More specific examples (a non-exhaustive list) of computer-readable storage media include: an electrical connection with one or more wires, a portable computer disk, a hard disk, a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disk read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination thereof. In this document, a computer-readable storage medium may be any tangible medium containing or storing a program that may be used by or in conjunction with an instruction execution system, device, or device.

[0109] Although the embodiments of the present invention have been shown and described above, it is to be understood that the above embodiments are exemplary and are not to be construed as limitations of the present invention. A person skilled in the art may change, modify, replace and vary the above embodiments within the scope of the present invention.

Claims

1. A cross-platform intelligent business processing method based on a knowledge base, characterized in that: include: Obtaining a user input question input by any user in a service terminal in a business hall, and encoding the user input question to obtain a vector; Based on the vector, searching for target business processes on different business platforms to obtain at least two target business processes; All target business processes are integrated to obtain business process information corresponding to the user input question.

2. A cross-platform intelligent business processing method based on a knowledge base according to claim 1, characterized in that: Also includes: The business process information is displayed through the display screen of the service terminal.

3. A cross-platform intelligent business processing method based on a knowledge base according to claim 2, characterized in that: Also includes: Within a preset time after the business process information is displayed, a new user input question input by the user is obtained in real time, and the new user input question is processed.

4. A cross-platform intelligent business processing method based on a knowledge base according to claim 3, characterized in that: Also includes: After the business process information is displayed, the business service is stopped after a fixed time.

5. A cross-platform intelligent business processing system based on a knowledge base, characterized in that: include: The acquisition module is used to: acquire a user input question input by any user in a service terminal in a business hall, and encode the user input question to obtain a vector; The search module is used to: search for target business processes on different business platforms based on the vector to obtain at least two target business processes; The processing module is used to integrate all target business processes to obtain business process information corresponding to the user input question.

6. A cross-platform intelligent business processing system based on a knowledge base according to claim 5, characterized in that: Also includes: The display module is used to display the business process information through the display screen of the service terminal. The business process information is displayed through the display screen of the service terminal.

7. A cross-platform intelligent business processing system based on a knowledge base according to claim 6, characterized in that: Also includes: The real-time acquisition module is used to obtain new user input questions input by users in real time within a preset time after the business process information is displayed, and process the new user input questions.

8. A cross-platform intelligent business processing system based on a knowledge base according to claim 7, characterized in that: Also includes: The termination module is used to stop the business service after a fixed time has passed after the business process information is displayed.

9. An electronic device, characterized in that: The electronic device comprises a processor, the processor is coupled to a memory, at least one computer program is stored in the memory, and the at least one computer program is loaded and executed by the processor so that the electronic device implements the method according to any one of claims 1 to 4.

10. A computer-readable storage medium, characterized in that: The computer-readable storage medium stores at least one computer program, and the at least one computer program is loaded and executed by a processor so that a computer implements the method according to any one of claims 1 to 4.

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