Work order quality inspection method, electronic equipment, storage medium and program product

Abstract

The embodiment of the invention provides a work order quality inspection method, electronic equipment, a storage medium and a program product. The method comprises the following steps: acquiring a plurality of work orders to be processed in a target processing unit; performing quality inspection on each to-be-processed work order to obtain first quality inspection score information of each to-be-processed work order, and outputting the first quality inspection score information of each to-be-processed work order; processing each work order to be processed to obtain a plurality of processed work orders; performing quality inspection on each processed work order to obtain second quality inspection score information of each processed work order, and outputting the second quality inspection score information of each processed work order; and after a preset duration, obtaining work order information of all processed work orders in the target processing unit, performing quality inspection on the target processing unit according to the work order information of each processed work order, obtaining third quality inspection score information, and outputting the third quality inspection score information. The method is used for achieving the technical effect of perfecting the work order quality inspection process.

Description

Technical Field

[0001] The present application relates to the technical field of work order processing, and in particular to a work order quality inspection method, electronic equipment, storage medium and program product. Background Art

[0002] China Unicom's IoT card has been widely used. Complaints and reports from IoT customers are handled uniformly by customer service staff. For more complex issues, customer service staff cannot handle them directly online, and need to generate work orders and send them to the IoT headquarters, various development provinces, cloud networks and other responsible units for processing. Therefore, in order to ensure that complaints and reports are handled as quickly and as well as possible and to improve customer satisfaction, these work orders need to be tested, that is, quality inspections are carried out on the work orders, work orders with problems or risks are screened, and labels are added to remind and supervise the processing units in a timely manner.

[0003] The existing solutions for work order quality inspection are divided into manual sampling and intelligent quality inspection. Among them, intelligent quality inspection often uses simple samples to train the model and completes the quality inspection of the work order through the model.

[0004] However, in the prior art, the modeling method ignores the characteristics of the work order system, and the quality inspection results are poor. Therefore, the prior art has the technical problem of an imperfect work order quality inspection process. Summary of the invention

[0005] The embodiments of the present application provide a work order quality inspection method, an electronic device, a storage medium, and a program product to achieve the technical effect of improving the work order quality inspection process.

[0006] In a first aspect, an embodiment of the present application provides a work order quality inspection method, comprising:

[0007] Obtain multiple pending work orders in the target processing unit;

[0008] Perform quality inspection on each pending work order, obtain first quality inspection score information of each pending work order, and output the first quality inspection score information of each pending work order;

[0009] Process each pending work order to obtain multiple processed work orders;

[0010] Performing quality inspection on each processed work order, obtaining second quality inspection score information of each processed work order, and outputting the second quality inspection score information of each processed work order;

[0011] After a preset period of time, the work order information of all processed work orders in the target processing unit is obtained, the target processing unit is quality inspected according to the work order information of each processed work order, the third quality inspection score information is obtained, and the third quality inspection score information is output.

[0012] In a possible implementation, quality inspection is performed on each pending work order to obtain first quality inspection score information of each pending work order, including:

[0013] Get the work order information of the work order to be processed;

[0014] According to the work order information of the pending work order, the complaint score, sensitive word score, first circulation number score, first timeout score, first work order processing time score and first key customer score of the pending work order are determined respectively;

[0015] The complaint score, sensitive word score, first circulation times score, first timeout score, first work order processing time score and first key customer score of the work order to be processed are added together to determine the first quality inspection score information of the work order to be processed; wherein the sum of the complaint score and the sensitive word score is less than or equal to the first preset threshold.

[0016] In a possible implementation, determining the sensitive word score of the work order to be processed according to the work order information of the work order to be processed includes:

[0017] Obtain the work order description content of the work order to be processed, search the work order description content according to the preset sensitive word library, and determine the sensitive words to be verified in the work order description content;

[0018] Slide the work order description content with the sensitive word to be verified as the center according to the sliding window to obtain the expression word corresponding to the sensitive word to be verified and the text in the sliding window;

[0019] Determine the matching degree information between the expression word and the text in the sliding window by using the cosine algorithm, and judge whether the matching degree information is greater than a second preset threshold value. If so, the sensitive word to be verified in the work order to be processed is determined to be a sensitive word, and there is a sensitive word in the work order to be processed;

[0020] The sensitive word level of the sensitive words in the work order to be processed is determined according to the preset sensitive word library, and the sensitive word score of the work order to be processed is determined according to the sensitive word level.

[0021] In a possible implementation, quality inspection is performed on each processed work order to obtain second quality inspection score information of each processed work order, including:

[0022] Get the work order information of the processed work order;

[0023] According to the work order information of the processed work order, the complaint score, sensitive word score, second circulation number score, second timeout score, second work order processing time score, second key customer score and customer satisfaction score of the processed work order are determined respectively;

[0024] The complaint score, sensitive word score, second turnover number score, second timeout score, second work order processing time score, second key customer score and customer satisfaction score of the processed work order are added together to determine the second quality inspection score information of the processed work order; wherein the sum of the complaint score and the sensitive word score is less than or equal to the first preset threshold.

[0025] In a possible implementation, quality inspection is performed on the target processing unit according to the work order information of each processed work order to obtain third quality inspection score information, including:

[0026] Obtaining work order information of each processed work order, wherein the work order information includes processing time information and user satisfaction information;

[0027] Determine the average processing time information of the work orders of the target processing unit according to the processing time information of the multiple processed work orders, and determine the average processing time information of the work orders of the target processing unit under the preset time according to the average processing time information of the work orders of the target processing unit and the historical average processing time information of the work orders of the target processing unit;

[0028] Determine the number of unsatisfactory work orders and the number of all work orders in the target processing unit based on the user satisfaction information of each processed work order; determine the ratio of unsatisfactory work orders in the target processing unit based on the number of unsatisfactory work orders and the number of all work orders; determine the ratio of unsatisfactory work orders in the target processing unit within a preset period of time based on the ratio of unsatisfactory work orders in the target processing unit and the historical ratio of unsatisfactory work orders in the target processing unit;

[0029] Determine the number of work orders that have been processed overtime and the number of work orders that have not been processed overtime in the target processing unit based on the processing time information of each processed work order; determine the proportion of work orders that have been processed overtime in the target processing unit based on the number of work orders that have been processed overtime and the number of work orders that have not been processed overtime; determine the ratio of work orders that have been processed overtime in the target processing unit under a preset time period based on the proportion of work orders that have been processed overtime and the historical proportion of work orders that have been processed overtime in the target processing unit;

[0030] Add the average work order processing time information, the average work order processing time ratio information, the dissatisfied work order ratio information, the dissatisfied work order ratio information, the processing timeout work order ratio information and the processing timeout work order ratio information to obtain the target processing unit for the third quality inspection score.

[0031] In a possible implementation, determining the average processing time information of the work orders of the target processing unit according to the processing time information of the multiple processed work orders includes:

[0032] Obtain the work order information of each processed work order, where the work order information includes complaint information, sensitive word information, and key customer information;

[0033] According to the complaint information, sensitive word information and key customer information, the first weight information, the second weight information and the third weight information of each processed work order are determined respectively;

[0034] Determine the weight information of each processed work order by adding the first weight information, the second weight information, and the third weight information; wherein the sum of the first weight information and the second weight information is less than or equal to the third preset threshold, and the sum of the first weight information, the second weight information, and the third weight information is less than or equal to the fourth preset threshold;

[0035] Determine the sum of weight information of the target processing unit according to the weight information of each processed work order;

[0036] The average processing time information of the work orders of the target processing unit is determined according to the sum of the weight information of each processed work order, the processing time information of each processed work order and the weight information of the target processing unit.

[0037] In a second aspect, an embodiment of the present application provides a work order quality inspection device, including:

[0038] An acquisition module, used to acquire multiple work orders to be processed in a target processing unit;

[0039] A first processing module, used to perform quality inspection on each work order to be processed, obtain first quality inspection score information of each work order to be processed, and output the first quality inspection score information of each work order to be processed;

[0040] The second processing module is used to process each work order to be processed and obtain multiple processed work orders;

[0041] A third processing module is used to perform quality inspection on each processed work order, obtain second quality inspection score information of each processed work order, and output the second quality inspection score information of each processed work order;

[0042] The fourth processing module is used to obtain the work order information of all processed work orders in the target processing unit after a preset period of time, perform quality inspection on the target processing unit according to the work order information of each processed work order, obtain third quality inspection score information, and output the third quality inspection score information.

[0043] In a possible implementation, the first processing module is further configured to:

[0044] Get the work order information of the work order to be processed;

[0045] According to the work order information of the pending work order, the complaint score, sensitive word score, first circulation number score, first timeout score, first work order processing time score and first key customer score of the pending work order are determined respectively;

[0046] The complaint score, sensitive word score, first circulation times score, first timeout score, first work order processing time score and first key customer score of the work order to be processed are added together to determine the first quality inspection score information of the work order to be processed; wherein the sum of the complaint score and the sensitive word score is less than or equal to the first preset threshold.

[0047] In a possible implementation, the first processing module is further configured to:

[0048] Obtain the work order description content of the work order to be processed, search the work order description content according to the preset sensitive word library, and determine the sensitive words to be verified in the work order description content;

[0049] Slide the work order description content with the sensitive word to be verified as the center according to the sliding window to obtain the expression word corresponding to the sensitive word to be verified and the text in the sliding window;

[0050] Determine the matching degree information between the expression word and the text in the sliding window by using the cosine algorithm, and judge whether the matching degree information is greater than a second preset threshold value. If so, the sensitive word to be verified in the work order to be processed is determined to be a sensitive word, and there is a sensitive word in the work order to be processed;

[0051] The sensitive word level of the sensitive words in the work order to be processed is determined according to the preset sensitive word library, and the sensitive word score of the work order to be processed is determined according to the sensitive word level.

[0052] In a possible implementation, the third processing module is further configured to:

[0053] Get the work order information of the processed work order;

[0054] According to the work order information of the processed work order, the complaint score, sensitive word score, second circulation number score, second timeout score, second work order processing time score, second key customer score and customer satisfaction score of the processed work order are determined respectively;

[0055] The complaint score, sensitive word score, second turnover number score, second timeout score, second work order processing time score, second key customer score and customer satisfaction score of the processed work order are added together to determine the second quality inspection score information of the processed work order; wherein the sum of the complaint score and the sensitive word score is less than or equal to the first preset threshold.

[0056] In a possible implementation, the fourth processing module is further configured to:

[0057] Obtaining work order information of each processed work order, wherein the work order information includes processing time information and user satisfaction information;

[0058] Determine the average processing time information of the work orders of the target processing unit according to the processing time information of the multiple processed work orders, and determine the average processing time information of the work orders of the target processing unit under the preset time according to the average processing time information of the work orders of the target processing unit and the historical average processing time information of the work orders of the target processing unit;

[0059] Determine the number of unsatisfactory work orders and the number of all work orders in the target processing unit based on the user satisfaction information of each processed work order; determine the ratio of unsatisfactory work orders in the target processing unit based on the number of unsatisfactory work orders and the number of all work orders; determine the ratio of unsatisfactory work orders in the target processing unit within a preset period of time based on the ratio of unsatisfactory work orders in the target processing unit and the historical ratio of unsatisfactory work orders in the target processing unit;

[0060] Determine the number of work orders that have been processed overtime and the number of work orders that have not been processed overtime in the target processing unit based on the processing time information of each processed work order; determine the proportion of work orders that have been processed overtime in the target processing unit based on the number of work orders that have been processed overtime and the number of work orders that have not been processed overtime; determine the ratio of work orders that have been processed overtime in the target processing unit under a preset time period based on the proportion of work orders that have been processed overtime and the historical proportion of work orders that have been processed overtime in the target processing unit;

[0061] Add the average work order processing time information, the average work order processing time ratio information, the dissatisfied work order ratio information, the dissatisfied work order ratio information, the processing timeout work order ratio information and the processing timeout work order ratio information to obtain the target processing unit for the third quality inspection score.

[0062] In a possible implementation, the fourth processing module is further configured to:

[0063] Obtain the work order information of each processed work order, where the work order information includes complaint information, sensitive word information, and key customer information;

[0064] According to the complaint information, sensitive word information and key customer information, the first weight information, the second weight information and the third weight information of each processed work order are determined respectively;

[0065] Determine the weight information of each processed work order by adding the first weight information, the second weight information, and the third weight information; wherein the sum of the first weight information and the second weight information is less than or equal to the third preset threshold, and the sum of the first weight information, the second weight information, and the third weight information is less than or equal to the fourth preset threshold;

[0066] Determine the sum of weight information of the target processing unit according to the weight information of each processed work order;

[0067] The average processing time information of the work orders of the target processing unit is determined according to the sum of the weight information of each processed work order, the processing time information of each processed work order and the weight information of the target processing unit.

[0068] In a third aspect, an embodiment of the present application provides an electronic device, including: a memory, a processor;

[0069] The memory stores computer-executable instructions;

[0070] The processor executes the computer-executable instructions stored in the memory, so that the processor executes the above first aspect and / or various possible implementations of the first aspect.

[0071] In a fourth aspect, an embodiment of the present application provides a computer-readable storage medium, in which computer-executable instructions are stored. When the computer-executable instructions are executed by a processor, they are used to implement the first aspect above and / or various possible implementations of the first aspect.

[0072] In a fifth aspect, an embodiment of the present application provides a computer program product, including a computer program, which, when executed by a processor, implements the above first aspect and / or various possible implementation methods of the first aspect.

[0073] The work order quality inspection method, electronic device, storage medium and program product provided in the embodiment of the present application obtain multiple work orders to be processed in the target processing unit, perform quality inspection on the work orders to be processed, thereby obtaining the first quality inspection score information corresponding to each work order to be processed, and output the first quality inspection score information corresponding to each work order to be processed; further, after each work order to be processed is processed, the processed work order is quality inspected, and the second quality inspection score information of each processed work order is obtained, and the second quality inspection score information of each processed work order is output. After a preset time period, the target processing unit includes multiple work orders after processing, and the work order information of all processed work orders within the current preset time period is obtained. The target processing unit is quality inspected according to the work order information of each processed work order, and the third quality inspection score information of the target processing unit is obtained, and the third quality inspection score information is output. The method realizes the in-process quality inspection of the work order to be processed, the post-process quality inspection of the work order after processing, and the target processing unit is implemented with regular quality inspection, thereby improving the quality inspection process of the work order quality inspection from multiple dimensions. BRIEF DESCRIPTION OF THE DRAWINGS

[0074] The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the present application and, together with the description, serve to explain the principles of the present application.

[0075] Figure 1 Schematic diagram of the work order quality inspection method provided for this application Figure 1 ;

[0076] Figure 2 Schematic diagram of the work order quality inspection method provided for this application Figure 2 ;

[0077] Figure 3 Schematic diagram of the work order quality inspection method provided for this application Figure 3 ;

[0078] Figure 4 Schematic diagram of the work order quality inspection method provided for this application Figure 4 ;

[0079] Figure 5 Schematic diagram of the work order quality inspection method provided for this application Figure 5 ;

[0080] Figure 6 Schematic diagram of the work order quality inspection method provided for this application Figure 6 ;

[0081] Figure 7 A schematic diagram of the structure of the work order quality inspection equipment provided for this application;

[0082] Figure 8 Hardware diagram of the work order quality inspection equipment provided for this application.

[0083] The above drawings have shown clear embodiments of the present application, which will be described in more detail later. These drawings and text descriptions are not intended to limit the scope of the present application in any way, but to illustrate the concept of the present application to those skilled in the art by referring to specific embodiments. DETAILED DESCRIPTION

[0084] Exemplary embodiments will be described in detail herein, examples of which are shown in the accompanying drawings. When the following description refers to the drawings, unless otherwise indicated, the same numbers in different drawings represent the same or similar elements. The implementations described in the following exemplary embodiments do not represent all implementations consistent with the present application. Instead, they are merely examples of methods and methods consistent with some aspects of the present application as detailed in the appended claims.

[0085] In the existing technology, the solutions for work order quality inspection are mainly divided into two categories: manual sampling and intelligent quality inspection. Manual sampling relies on the experience and professional judgment of quality inspectors. Although it can ensure a high degree of quality inspection accuracy, it is limited by labor costs and time efficiency, and it is difficult to cope with large-scale and high-efficiency quality inspection needs. In contrast, intelligent quality inspection has gradually become the focus of attention in the industry with its automation and high efficiency. Most intelligent quality inspection solutions use simple sample data sets to conduct preliminary training on the quality inspection model, and then use the model to quickly conduct quality inspection on a large number of work orders, greatly improving the efficiency of quality inspection work.

[0086] However, in the prior art, the modeling method of the intelligent quality inspection system ignores the complexity and uniqueness of the work order system, and most of the intelligent quality inspection models are trained based on relatively single sample data. Therefore, the work order quality inspection process in the prior art is imperfect.

[0087] In order to solve the above technical problems, the work order quality inspection method, electronic device, storage medium and program product provided in the embodiment of the present application, by obtaining multiple work orders to be processed in the target processing unit, the work orders to be processed are quality inspected, thereby obtaining the first quality inspection score information corresponding to each work order to be processed, and outputting the first quality inspection score information corresponding to each work order to be processed; further, after each work order to be processed is processed, the processed work order is quality inspected, and the second quality inspection score information of each processed work order is obtained, and the second quality inspection score information of each processed work order is output. After the preset time period, the target processing unit includes multiple work orders after processing, and the work order information of all processed work orders within the current preset time period is obtained. The target processing unit is quality inspected according to the work order information of each processed work order, and the third quality inspection score information of the target processing unit is obtained, and the third quality inspection score information is output. This method realizes the in-process quality inspection of the work order to be processed, the post-process quality inspection of the work order after processing, and the target processing unit is implemented with regular quality inspection, thereby improving the quality inspection process of the work order quality inspection from multiple dimensions.

[0088] The technical solution of the present application and how the technical solution of the present application solves the above-mentioned technical problems are described in detail below with specific embodiments. The following specific embodiments can be combined with each other, and the same or similar concepts or processes may not be repeated in some embodiments. The embodiments of the present application will be described below in conjunction with the accompanying drawings.

[0089] Figure 1 The process diagram provided for this application Figure 1 ,like Figure 1 As shown, the method includes:

[0090] S101, obtaining multiple work orders to be processed in the target processing unit;

[0091] In this embodiment, a plurality of to-be-processed work orders in the target processing unit are periodically obtained at preset time intervals.

[0092] S102, performing quality inspection on each work order to be processed, obtaining first quality inspection score information of each work order to be processed, and outputting the first quality inspection score information of each work order to be processed;

[0093] In the present embodiment, an in-process quality inspection is performed on unprocessed work orders, and the first quality inspection score information of each work order to be processed can be obtained through the quality inspection, and the first quality inspection score information of each work order to be processed can be output. Optionally, multiple work orders to be processed can be sorted according to preset conditions through the output first quality inspection score information of each work order to be processed, and the sorting can enable the target processing unit to determine the processing arrangement for each work order to be processed. The first quality inspection score information can represent the priority of the work order. The higher the score information, the more urgent the situation of the work order and the higher the priority, so the work order is ranked higher. By effectively sorting multiple work orders to be processed according to the first quality inspection score information, the technical effect of improving the work order processing efficiency of the work orders to be processed and improving the satisfaction of the user end can be achieved.

[0094] S103, processing each to-be-processed work order to obtain a plurality of processed work orders;

[0095] In this embodiment, the target processing unit processes each to-be-processed work order, and the to-be-processed work order becomes a processed work order after being processed.

[0096] S104, performing quality inspection on each processed work order, obtaining second quality inspection score information of each processed work order, and outputting the second quality inspection score information of each processed work order;

[0097] In this embodiment, a post-processing quality inspection is performed on each processed work order, thereby obtaining the second quality inspection score information corresponding to each processed work order, and outputting the second quality inspection score information of each processed work order. By performing quality inspection on the completed work order, the quality inspection process is improved. Optionally, by outputting the second quality inspection score information corresponding to each processed work order, it is possible to dynamically grasp the processing status of each pending work order in real time, thereby timely adjusting the processing flow of unprocessed work orders according to the second quality inspection score results, thereby further improving the efficiency of processing work orders and improving the satisfaction of the user end.

[0098] S105. After a preset period of time, obtain the work order information of all processed work orders in the target processing unit, perform quality inspection on the target processing unit according to the work order information of each processed work order, obtain third quality inspection score information, and output the third quality inspection score information.

[0099] In this embodiment, after a preset period of time, by obtaining all the work orders processed in this time period in the target processing unit, the work order information of each processed work order is obtained, the target processing unit is quality inspected according to the work order information of each processed work order, the third quality inspection score information of the target processing unit is obtained, and the third quality inspection score information is output. This step performs a comprehensive quality inspection on the target processing unit through multiple processed work orders, and improves the defect that the quality inspection process only stays at the quality inspection of work orders; optionally, by obtaining the third quality inspection score information of the target processing unit, the overall work order processing situation of the target processing unit in this time period can be realized, thereby adjusting the deficiencies in the work order processing of the target processing unit in the later period. For example, if the third quality inspection score information in this time period meets the preset conditions, the overall work order processing quality of the target processing unit in the next time period is improved by adjusting the work order dispatch volume of the target processing unit, or adjusting the workflow of the work order processing personnel.

[0100] The work order quality inspection method, electronic device, storage medium and program product provided in the embodiments of the present application obtain multiple work orders to be processed in the target processing unit, perform quality inspection on the work orders to be processed, thereby obtaining first quality inspection score information corresponding to each work order to be processed, and output the first quality inspection score information corresponding to each work order to be processed; further, after each work order to be processed is processed, the processed work order is quality inspected to obtain second quality inspection score information for each processed work order, and the second quality inspection score information for each processed work order is output; after a preset period of time, the target processing unit includes multiple work orders after processing, the work order information of all processed work orders within the current preset period of time is obtained, and the target processing unit is quality inspected according to the work order information of each processed work order to obtain third quality inspection score information of the target processing unit, and the third quality inspection score information is output. The method realizes in-process quality inspection of work orders to be processed, post-process quality inspection of work orders after processing, and regular quality inspection of target processing units, thereby improving the quality inspection process of work order quality inspection from multiple dimensions, and improving the work order processing process and processing method in multiple aspects through the first quality inspection scoring information, the second quality inspection scoring information and the third quality inspection scoring information, thereby comprehensively improving the work order processing efficiency of the target processing unit.

[0101] Figure 2 Schematic diagram of the work order processing process provided for this application Figure 2 ,like Figure 2 As shown, in this embodiment Figure 1 Based on the embodiment, how to obtain the first quality inspection score information of each work order to be processed in step S102 is described in detail. The method includes:

[0102] S201, obtaining work order information of the work order to be processed;

[0103] In this embodiment, the work order information of the work order to be processed includes basic work order information, work order description content, work order circulation number information and work order retention time.

[0104] S202. Determine, according to the work order information of the work order to be processed, the complaint score, sensitive word score, first flow number score, first timeout score, first work order processing time score, and first key customer score of the work order to be processed;

[0105] In this embodiment, whether the work order to be processed is a key customer can be determined through the basic information of the work order;

[0106] The work order description content can be used to determine whether the pending work order is a complaint work order and whether it contains sensitive words. The work order turnover number information can be used to determine the first turnover number score of the pending work order. The work order stay time can be used to determine whether the pending work order is currently a timed work order and determine the first work order processing time score.

[0107] In a possible implementation, each score can be determined by judging the work order information of the pending work order. The pending work order is determined by the basic information of the work order. If it is a key customer, the first key customer score is 0.5 points, if it is not a key customer, the first key customer score is 0 points; the pending work order is determined by the work order description content. If it is a complaint work order, the complaint score is 0.5 points, if it is not a complaint work order, the complaint score is 0 points; the pending work order is determined by the work order stay time. If it is an overtime work order, the first overtime score is 0.5 points, if it is not an overtime work order, the first overtime score is 0 points, and the first turnover score of the pending work order is determined by the work order turnover number information. The work order turnover number can be normalized by the following formula:

[0108]

[0109] Among them, Cnorn is the first turnover score of the pending work order obtained after normalization, C is the work order turnover number of the pending work order, Cmin is the minimum turnover number within the preset time period, and Cmax is the maximum turnover number within the preset time period.

[0110] The work order processing time score of the pending work order is determined by the work order retention time. The work order retention time can be normalized by the following formula 2:

[0111]

[0112] Among them, Hnorm is the work order processing time score of the pending work order after normalization, H is the stay time of the pending work order, Hmin is the minimum stay time of the work order within the preset time period, and Hmax is the maximum stay time of the work order within the preset time period.

[0113] Whether the work order to be processed contains sensitive words is determined by the work order description content. If it contains sensitive words, the sensitive word score is the first sensitive word score. If it does not contain sensitive words, the sensitive word score of the work order to be processed is 0.

[0114] S203: Add the complaint score, sensitive word score, first circulation times score, first timeout score, first work order processing time score and first key customer score of the work order to be processed to determine the first quality inspection score information of the work order to be processed.

[0115] In this embodiment, the first quality inspection score information of the work order to be processed can be determined by adding the complaint score, sensitive word score, first circulation times score, first timeout score, first work order processing time score and first key customer score of the work order to be processed. Optionally, the sum of the complaint score and the sensitive word score is less than or equal to the first preset threshold.

[0116] Figure 3 Schematic diagram of the work order processing process provided for this application Figure 3 ,like Figure 3 As shown, in this embodiment Figure 2 Based on the embodiment, how to determine whether the to-be-processed work order contains sensitive words through the work order description content in step S202 is described in detail, and the method includes:

[0117] S301, obtaining the work order description content of the work order to be processed, searching the work order description content according to a preset sensitive word library, and determining the sensitive words to be verified in the work order description content;

[0118] In this embodiment, work orders that are evaluated as unsatisfactory by customers and complaint work orders are screened from historical work orders of a preset length, and the complaint scripts commonly used by customers are found, a script library is established, and the keywords in the script library are determined as sensitive words, thereby establishing a sensitive word library. The sensitive words are graded into first-level sensitive words and second-level sensitive words; sensitive words to be verified are obtained by performing sensitive word retrieval on the work order description of the work order to be processed.

[0119] S302, sliding the sliding window in the work order description content with the sensitive word to be verified as the center, and obtaining the description word corresponding to the sensitive word to be verified and the text in the sliding window;

[0120] In this embodiment, a sliding window is slid over the sensitive word to be verified. Specifically, the interval of the sliding window is set to [sensitive word to be verified - 3 characters, sensitive word to be verified + 3 characters], thereby obtaining the expression word of the sensitive word to be verified and the literary description within the sliding window.

[0121] S303, determining the matching degree information between the expression word and the text in the sliding window by using a cosine algorithm, and judging whether the matching degree information is greater than a second preset threshold value, and if so, the sensitive word to be verified in the work order to be processed is determined to be a sensitive word, and there is a sensitive word in the work order to be processed;

[0122] In this embodiment, the matching information between the expression word and the text in the sliding window is calculated by the following formula:

[0123]

[0124] Among them, cosθ is the matching information between the expression word and the text in the sliding window, Ai is the word vector of the expression word, and Bi is the word vector of the text in the sliding window.

[0125] In one possible implementation, by determining whether the matching degree information is greater than 0.85, if so, the sensitive word to be verified in the work order to be processed is determined to be a sensitive word, and there is a sensitive word in the work order to be processed; if it is less than or equal to the second preset threshold, there is no sensitive word in the work order to be processed, and the sensitive word score of the work order to be processed is 0.

[0126] S304: Determine the sensitive word level of the sensitive words in the work order to be processed according to the preset sensitive word library, and determine the sensitive word score of the work order to be processed according to the sensitive word level.

[0127] In this embodiment, if there is a sensitive word in the work order to be processed, the sensitivity level of the sensitive word is determined through the preset sensitive word library. If the sensitive word is a first-level sensitive word, the sensitive word score of the work order to be processed is 0.5 points. If the sensitive word is a second-level sensitive word, the sensitive word score of the work order to be processed is 0.25 points.

[0128] Figure 4 Schematic diagram of the work order processing process provided for this application Figure 4 ,like Figure 4 As shown, in this embodiment Figure 1 Based on the embodiment, how to obtain the second quality inspection score information of each processed work order in step S204 is described in detail, and the method includes:

[0129] S401, obtaining work order information of the processed work order;

[0130] In this embodiment, the work order information of the processed work order includes basic work order information, work order description content, work order circulation number information and work order stay time.

[0131] S402, according to the work order information of the processed work order, respectively determine the complaint score, sensitive word score, second flow number score, second timeout score, second work order processing time score, second key customer score and customer satisfaction score of the processed work order;

[0132] In this embodiment, the basic information of the work order can be used to determine whether the processed work order is for a key customer and whether the customer is satisfied; the work order description can be used to determine whether the processed work order is a complaint work order and whether it contains sensitive words; the second turnover number score of the processed work order can be determined through the work order turnover number information; the work order stay time can be used to determine whether the processed work order is currently a timed work order and determine the second work order processing time score.

[0133] In a possible implementation, each score can be determined by judging the work order information of the processed work order. The processed work order is determined by the basic information of the work order. If it is a key customer, the second key customer score is 0.25 points, and if it is not a key customer, the second key customer score is 0 points; the processed work order is determined by the basic information of the work order. If the customer evaluates it as satisfied, the customer satisfaction score is 0 points, if the customer evaluates it as dissatisfied, the customer satisfaction score is 1 point, and if the customer does not evaluate the satisfaction, the customer satisfaction score is 0.5 points; the processed work order is determined by the work order description content. If it is a complaint work order, the complaint score is 0.5 points, and if it is not a complaint work order, the complaint score is 0 points; the work order description content is used to determine whether the processed work order contains sensitive words. If it does not contain sensitive words, the sensitive word score is 0 points, and if it contains sensitive words, Sensitive words are at level one, and the sensitive word score is 0.5 points. If sensitive words are contained, the sensitive words are at level two, and the sensitive word score is 0.25 points. The length of time that the processed work order stays from the time the work order is dispatched to the time the processing is completed is used to determine whether the processed work order is a timed work order. If it is a timed work order, the second timeout score is 0.5 points. If it is not a timed work order, the second timeout score is 0 points. The second turnover score of the processed work order is determined by the work order turnover number information from the time the work order is dispatched to the time the processing is completed. The work order turnover number can be normalized by the above formula 2. The work order processing time score of the pending work order is determined by the work order residence time from the time the work order is dispatched to the time the processing is completed. The work order residence time can be normalized by the above formula 2.

[0134] S403, adding the complaint score, sensitive word score, second circulation times score, second timeout score, second work order processing time score, second key customer score and customer satisfaction score of the processed work order to determine the second quality inspection score information of the processed work order;

[0135] In this embodiment, the complaint score, sensitive word score, second turnover number score, second timeout score, second work order processing time score, second key customer score and customer satisfaction score of the processed work order are added to obtain the second quality inspection score information of each processed work order, wherein the sum of the complaint score and the sensitive word score is less than or equal to the first preset threshold.

[0136] Figure 5 Schematic diagram of the work order processing process provided for this application Figure 5 ,like Figure 5 As shown, in this embodiment Figure 1 Based on the embodiment, how to perform quality inspection on the target processing unit for the work order information of each processed work order in step S205 to obtain the third quality inspection score information is described in detail, the method includes:

[0137] S501, obtaining the work order information of each processed work order,

[0138] In this embodiment, the work order information of each processed work order obtained includes processing time information and user satisfaction information;

[0139] S502, determining the average processing time information of the work orders of the target processing unit according to the processing time information of the multiple processed work orders, and determining the average processing time information of the work orders of the target processing unit under the preset time according to the average processing time information of the work orders of the target processing unit and the historical average processing time information of the work orders of the target processing unit;

[0140] In this embodiment, the average processing time information of the target processing unit within the preset time can be determined based on the processing time information of multiple processed work orders, and the average processing time information of the work order under the preset time can be obtained based on the historical average processing time information obtained from the historical preset time. Optionally, all the processed work orders of the target processing unit in this month are obtained regularly every month, so as to obtain the work order information of each processed work order. The average processing time information of the target processing unit within the preset time can be determined through the processing time information of multiple processed work orders. The average processing time information of the work order of the target processing unit is 0.58, then the historical average processing time information of the work order of the target processing unit in the time period of the previous month is obtained. The historical average processing time information of the work order is 0.7 minutes, and the average processing time information of the work order of the target processing unit in this month is -0.17, which means that the average processing time of the work order of the target processing unit this month is reduced compared with last month, and the processing efficiency of the work order is improved.

[0141] S503, determining the number of unsatisfactory work orders and the number of all work orders in the target processing unit according to the user satisfaction information of each processed work order, determining the proportion of unsatisfactory work orders in the target processing unit according to the number of unsatisfactory work orders and the number of all work orders, and determining the ratio value information of unsatisfactory work orders in the target processing unit within a preset period according to the proportion information of unsatisfactory work orders in the target processing unit and the historical proportion information of unsatisfactory work orders in the target processing unit;

[0142] In this embodiment, the number of unsatisfactory work orders and the number of all work orders of the target processing unit within the preset time period are determined, and the proportion information of the number of unsatisfactory work orders within the preset time period can be determined. At the same time, the ratio value information of unsatisfactory work orders of the target processing unit under the preset time period is obtained based on the historical ratio information of unsatisfactory work orders obtained within the historical preset time period. Optionally, all processed work orders of the target processing unit within this month are obtained regularly every month, so as to obtain the work order information of each processed work order. In this month, a total of 100 work orders were processed, including 5 unsatisfactory work orders, and the ratio information of unsatisfactory work orders of the target processing unit was 0.05. Then, the historical ratio information of unsatisfactory work orders of the target processing unit in the time period of the previous month is obtained. The historical ratio information of unsatisfactory work orders is 0.01, and the ratio information of unsatisfactory work orders of the target processing unit in this month is 4, which means that the number of unsatisfactory work orders of the target processing unit this month has increased compared with last month, and the processing quality of the work orders of the target processing unit has declined.

[0143] S504. Determine the number of work orders that have been processed overtime and the number of work orders that have not been processed overtime in the target processing unit according to the processing time information of each processed work order, determine the proportion of work orders that have been processed overtime in the target processing unit according to the number of work orders that have been processed overtime and the number of work orders that have not been processed overtime, and determine the ratio value information of work orders that have been processed overtime in the target processing unit under a preset duration according to the proportion of work orders that have been processed overtime in the target processing unit and the historical proportion of work orders that have been processed overtime in the target processing unit;

[0144] In this embodiment, in this embodiment, the number of work orders processed by the target processing unit within the preset time period and the number of work orders processed without timeout are determined, and the proportion of the number of work orders processed within the preset time period can be determined. At the same time, according to the historical proportion of work orders processed within the historical preset time period, the ring ratio value information of the work orders processed by the target processing unit under the preset time period is obtained. Optionally, all the work orders processed by the target processing unit within this month are obtained regularly every month, so as to obtain the work order information of each processed work order. In this month, a total of 100 work orders are processed, including 5 overtime work orders. The proportion of work orders processed by the target processing unit is 0.05. Then, the historical proportion of work orders processed by the target processing unit in the time period of the previous month is obtained. The historical proportion of work orders processed is 0.01, and the ring ratio value of the overtime work orders of the target processing unit in this month is 4, which means that the number of overtime work orders of the target processing unit this month has increased compared with last month, and the processing speed of the work orders of the target processing unit has decreased.

[0145] S505. Add the average work order processing time information, the average work order processing time ratio information, the unsatisfactory work order ratio information, the unsatisfactory work order ratio information, the overtime work order ratio information and the overtime work order ratio information to obtain the target processing unit for the third quality inspection score.

[0146] In this embodiment, by adding the average work order processing time information, the average work order processing time ratio information, the dissatisfied work order ratio information, the dissatisfied work order ratio information, the processing timeout work order ratio information and the processing timeout work order ratio information, the third quality inspection score of the target processing unit can be obtained. The lower the score, the higher the quality of the work order processed by the target processing unit within the preset time.

[0147] Figure 6 Schematic diagram of the work order processing process provided for this application Figure 6 ,like Figure 6 As shown, in this embodiment Figure 5 Based on the embodiment, how to determine the average processing time information of the work orders of the target processing unit according to the processing time information of the multiple processed work orders in step S502 is described in detail, and the method includes:

[0148] S601. Obtain the work order information of each processed work order

[0149] In this embodiment, the work order information of each processed work order includes complaint information, sensitive word information and key customer information; these work order information have been obtained in step S102.

[0150] S602, determining first weight information, second weight information, and third weight information of each processed work order according to the complaint information, sensitive word information, and key customer information;

[0151] Optionally, the work order information of the processed work order can be used to determine whether the work order is a complaint work order, whether it contains sensitive words, and whether it is a key customer, and the corresponding weight of the processed work order is determined based on the determined result. In one possible implementation, based on the work order information of the processed work order, it can be determined whether the work order is a complaint work order. If it is a complaint work order, the first weight information is 1.2, and if it is not a complaint work order, the first weight information is 0; based on the work order information of the processed work order, it can be determined whether the work order contains sensitive words. If it contains sensitive words and the sensitive words are level one, the second weight information is 1.2, if the sensitive words are level two, the second weight information is 1.1, and if it does not contain sensitive words, the second weight information is 0; based on the work order information of the processed work order, it can be determined whether the work order is a key customer. If it is a key customer, the third weight information is 1.2, and if it is not a key customer, the third weight information is 0.

[0152] S603, determining weight information of each processed work order by adding the first weight information, the second weight information, and the third weight information;

[0153] In this embodiment, the weight information of each processed work order can be obtained by adding the three weights; optionally, the sum of the first weight information and the second weight information is less than or equal to the third preset threshold, and the sum of the first weight information, the second weight information and the third weight information is less than or equal to the fourth preset threshold. In a possible implementation, if the first weight information of a processed work order is 1.2, the second weight information is 1.1, the third weight information is 1.2, the third preset threshold is 1.2, and the fourth preset threshold is 1.5, then the weight information of the processed work order is 1.5.

[0154] S604, determining the sum of weight information of the target processing unit according to the weight information of each processed work order;

[0155] In this embodiment, the weight information of each processed work order is added together to obtain the sum information of the weight information of the target processing unit.

[0156] S605 . Determine the average processing time information of the work orders of the target processing unit according to the sum of the weight information of each processed work order, the processing time information of each processed work order and the weight information of the target processing unit.

[0157] In this embodiment, the processing time information of each processed work order obtained is actually the second work order processing time score of each processed work order obtained in step S402, that is, the information after the processing time is normalized. The average processing time information of the work order of the target processing unit can be obtained by multiplying the processing time information of each processed work order by the weight information of each processed work order, adding the results, and dividing the addition result by the sum information of the weight information of the target processing unit.

[0158] The work order quality inspection method provided in the embodiment of the present application improves the work order quality inspection process by performing in-process and post-process quality inspection on the work order in the pending stage and the completed processing stage through multiple information such as whether it is a complaint work order, whether it contains sensitive words, the number of times the work order has been circulated, whether the work order has timed out, the processing time of the work order, whether it is a work order for a key customer, and customer satisfaction. At the same time, the processing unit is quality inspected through the three dimensions of the processing time, satisfaction level, and timeout level of the work order, further improving the defect of lacking overall quality inspection of the processing unit in the work order quality inspection. Through the three quality inspection processes, real-time inspection of the work order in the unprocessed and processed states can be achieved, and the processing efficiency and processing quality of other unprocessed work orders can be reversely managed through the quality inspection results of the processed work orders. At the same time, the processing unit is evaluated as a whole to provide data support and basis for the processing unit to improve the quality of processing work orders as a whole.

[0159] Figure 7 The structural diagram of the work order quality inspection equipment provided for this application is as follows: Figure 7 As shown, the work order quality inspection device 70 provided in this embodiment includes:

[0160] An acquisition module 701 is used to acquire a plurality of work orders to be processed in a target processing unit;

[0161] The first processing module 702 is used to perform quality inspection on each work order to be processed, obtain first quality inspection score information of each work order to be processed, and output the first quality inspection score information of each work order to be processed;

[0162] The second processing module 703 is used to process each work order to be processed and obtain multiple processed work orders;

[0163] The third processing module 704 is used to perform quality inspection on each processed work order, obtain second quality inspection score information of each processed work order, and output the second quality inspection score information of each processed work order;

[0164] The fourth processing module 705 is used to obtain the work order information of all processed work orders in the target processing unit after a preset period of time, perform quality inspection on the target processing unit according to the work order information of each processed work order, obtain third quality inspection score information, and output the third quality inspection score information.

[0165] In a possible implementation, the first processing module 702 is further configured to:

[0166] Get the work order information of the work order to be processed;

[0167] According to the work order information of the pending work order, the complaint score, sensitive word score, first circulation number score, first timeout score, first work order processing time score and first key customer score of the pending work order are determined respectively;

[0168] The complaint score, sensitive word score, first circulation times score, first timeout score, first work order processing time score and first key customer score of the work order to be processed are added together to determine the first quality inspection score information of the work order to be processed; wherein the sum of the complaint score and the sensitive word score is less than or equal to the first preset threshold.

[0169] In a possible implementation, the first processing module 702 is further configured to:

[0170] Obtain the work order description content of the work order to be processed, search the work order description content according to the preset sensitive word library, and determine the sensitive words to be verified in the work order description content;

[0171] Slide the work order description content with the sensitive word to be verified as the center according to the sliding window to obtain the expression word corresponding to the sensitive word to be verified and the text in the sliding window;

[0172] Determine the matching degree information between the expression word and the text in the sliding window by using the cosine algorithm, and judge whether the matching degree information is greater than a second preset threshold value. If so, the sensitive word to be verified in the work order to be processed is determined to be a sensitive word, and there is a sensitive word in the work order to be processed;

[0173] The sensitive word level of the sensitive words in the work order to be processed is determined according to the preset sensitive word library, and the sensitive word score of the work order to be processed is determined according to the sensitive word level.

[0174] In a possible implementation, the third processing module 704 is further configured to:

[0175] Get the work order information of the processed work order;

[0176] According to the work order information of the processed work order, the complaint score, sensitive word score, second circulation number score, second timeout score, second work order processing time score, second key customer score and customer satisfaction score of the processed work order are determined respectively;

[0177] The complaint score, sensitive word score, second turnover number score, second timeout score, second work order processing time score, second key customer score and customer satisfaction score of the processed work order are added together to determine the second quality inspection score information of the processed work order; wherein the sum of the complaint score and the sensitive word score is less than or equal to the first preset threshold.

[0178] In a possible implementation, the fourth processing module 705 is further configured to:

[0179] Obtaining work order information of each processed work order, wherein the work order information includes processing time information and user satisfaction information;

[0180] Determine the average processing time information of the work orders of the target processing unit according to the processing time information of the multiple processed work orders, and determine the average processing time information of the work orders of the target processing unit under the preset time according to the average processing time information of the work orders of the target processing unit and the historical average processing time information of the work orders of the target processing unit;

[0181] Determine the number of unsatisfactory work orders and the number of all work orders in the target processing unit based on the user satisfaction information of each processed work order; determine the ratio of unsatisfactory work orders in the target processing unit based on the number of unsatisfactory work orders and the number of all work orders; determine the ratio of unsatisfactory work orders in the target processing unit within a preset period of time based on the ratio of unsatisfactory work orders in the target processing unit and the historical ratio of unsatisfactory work orders in the target processing unit;

[0182] Determine the number of work orders that have been processed overtime and the number of work orders that have not been processed overtime in the target processing unit based on the processing time information of each processed work order; determine the proportion of work orders that have been processed overtime in the target processing unit based on the number of work orders that have been processed overtime and the number of work orders that have not been processed overtime; determine the ratio of work orders that have been processed overtime in the target processing unit under a preset time period based on the proportion of work orders that have been processed overtime and the historical proportion of work orders that have been processed overtime in the target processing unit;

[0183] Add the average work order processing time information, the average work order processing time ratio information, the dissatisfied work order ratio information, the dissatisfied work order ratio information, the processing timeout work order ratio information and the processing timeout work order ratio information to obtain the target processing unit for the third quality inspection score.

[0184] In a possible implementation, the fourth processing module 705 is further configured to:

[0185] Obtain the work order information of each processed work order, where the work order information includes complaint information, sensitive word information, and key customer information;

[0186] According to the complaint information, sensitive word information and key customer information, the first weight information, the second weight information and the third weight information of each processed work order are determined respectively;

[0187] Determine the weight information of each processed work order by adding the first weight information, the second weight information, and the third weight information; wherein the sum of the first weight information and the second weight information is less than or equal to the third preset threshold, and the sum of the first weight information, the second weight information, and the third weight information is less than or equal to the fourth preset threshold;

[0188] Determine the sum of weight information of the target processing unit according to the weight information of each processed work order;

[0189] The average processing time information of the work orders of the target processing unit is determined according to the sum of the weight information of each processed work order, the processing time information of each processed work order and the weight information of the target processing unit.

[0190] The work order quality inspection device provided in this embodiment can execute the method provided in the above method embodiment. Its implementation principle and technical effect are similar, and this embodiment will not be described in detail here.

[0191] Figure 8 The hardware diagram of the work order quality inspection equipment provided for this application. Figure 8 As shown, the electronic device 80 provided in this embodiment includes: at least one processor 801 and a memory 802. Optionally, the device 80 also includes a communication component 803. The processor 801, the memory 802 and the communication component 803 are connected via a bus 804.

[0192] In a specific implementation process, at least one processor 801 executes the computer-executable instructions stored in the memory 802, so that at least one processor 801 executes the above method.

[0193] The specific implementation process of the processor 801 can be found in the above method embodiment, and its implementation principle and technical effect are similar, so this embodiment will not be repeated here.

[0194] In the above embodiments, it should be understood that the processor may be a central processing unit (CPU), or other general-purpose processors, digital signal processors (DSP), application-specific integrated circuits (ASIC), etc. A general-purpose processor may be a microprocessor or any conventional processor. The steps of the method disclosed in the invention may be directly implemented as being executed by a hardware processor, or may be executed by a combination of hardware and software modules in the processor.

[0195] The memory may include a high-speed memory (Random Access Memory, RAM), and may also include a non-volatile memory (Non-volatile Memory, NVM), such as at least one disk memory.

[0196] The bus can be an Industry Standard Architecture (ISA) bus, a Peripheral Component Interconnect (PCI) bus, or an Extended Industry Standard Architecture (EISA) bus, etc. The bus can be divided into an address bus, a data bus, a control bus, etc. For ease of representation, the bus in the drawings of the present application is not limited to only one bus or one type of bus.

[0197] The present application also provides a computer program product, including a computer program, which implements the above method when executed by a processor.

[0198] The present application also provides a computer-readable storage medium, in which computer-executable instructions are stored. When a processor executes the computer-executable instructions, the above method is implemented.

[0199] The above-mentioned readable storage medium can be implemented by any type of volatile or non-volatile storage device or a combination thereof, such as static random access memory (SRAM), electrically erasable programmable read-only memory (EEPROM), erasable programmable read-only memory (EPROM), programmable read-only memory (PROM), read-only memory (ROM), magnetic memory, flash memory, magnetic disk or optical disk. The readable storage medium can be any available medium that can be accessed by a general or special-purpose computer.

[0200] An exemplary readable storage medium is coupled to a processor so that the processor can read information from the readable storage medium and write information to the readable storage medium. Of course, the readable storage medium can also be a component of the processor. The processor and the readable storage medium can be located in an application specific integrated circuit (Application Specific Integrated Circuits, referred to as: ASIC). Of course, the processor and the readable storage medium can also exist in the device as discrete components.

[0201] The division of units is only a logical function division, and there may be other divisions 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. Another point is that the mutual coupling or direct coupling or communication connection shown or discussed can be an indirect coupling or communication connection through some interface, method or unit, which can be electrical, mechanical or other forms.

[0202] 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 solution of this embodiment.

[0203] In addition, each functional unit in each embodiment of the present 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.

[0204] If the function 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 the present invention, or the part that contributes to the prior art, or the part of the technical solution, can be embodied in the form of a software product. The computer software product is stored in a storage medium, including several instructions for a computer device (which can be a personal computer, server, or network device, etc.) to perform all or part of the steps of the methods of each embodiment of the present invention. 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, etc. Various media that can store program codes.

[0205] Those skilled in the art can understand that all or part of the steps of implementing the above-mentioned method embodiments can be completed by hardware related to program instructions. The aforementioned program can be stored in a computer-readable storage medium. When the program is executed, the steps of the above-mentioned method embodiments are executed; and the aforementioned storage medium includes: ROM, RAM, disk or optical disk and other media that can store program codes.

[0206] Finally, it should be noted that those skilled in the art will readily conceive of other embodiments of the present invention after considering the specification and practicing the invention disclosed herein. The present invention is intended to cover any variations, uses or adaptations of the present invention, which follow the general principles of the present invention and include common knowledge or customary technical means in the art not disclosed by the present invention, are not limited to the precise structure described above and shown in the drawings, and may be modified and changed in various ways without departing from the scope thereof. The scope of the present invention is limited only by the appended claims.

Claims

1. A work order quality inspection method, characterized in that: include: Obtain multiple pending work orders in the target processing unit; Perform quality inspection on each pending work order, obtain first quality inspection score information of each pending work order, and output the first quality inspection score information of each pending work order; Process each pending work order to obtain multiple processed work orders; Performing quality inspection on each processed work order, obtaining second quality inspection score information of each processed work order, and outputting the second quality inspection score information of each processed work order; After a preset period of time, the work order information of all processed work orders in the target processing unit is obtained, the target processing unit is quality inspected according to the work order information of each processed work order, third quality inspection score information is obtained, and the third quality inspection score information is output.

2. The method according to claim 1, characterized in that The step of performing quality inspection on each work order to be processed and obtaining first quality inspection score information of each work order to be processed includes: Get the work order information of the work order to be processed; According to the work order information of the work order to be processed, respectively determine the complaint score, sensitive word score, first circulation times score, first timeout score, first work order processing time score and first key customer score of the work order to be processed; The complaint score, the sensitive word score, the first circulation times score, the first timeout score, the first work order processing time score and the first key customer score of the work order to be processed are added together to determine the first quality inspection score information of the work order to be processed; wherein the sum of the complaint score and the sensitive word score is less than or equal to a first preset threshold.

3. The method according to claim 2, characterized in that The step of determining the sensitive word score of the work order to be processed according to the work order information of the work order to be processed includes: Obtaining the work order description content of the work order to be processed, searching the work order description content according to a preset sensitive word library, and determining the sensitive words to be verified in the work order description content; Slide the work order description content with the sensitive word to be verified as the center according to the sliding window to obtain the expression word corresponding to the sensitive word to be verified and the text in the sliding window; Determine the matching degree information between the expression word and the text in the sliding window by using a cosine algorithm, and judge whether the matching degree information is greater than a second preset threshold value, and if so, the sensitive word to be verified in the work order to be processed is determined to be a sensitive word, and there is a sensitive word in the work order to be processed; The sensitive word level of the sensitive words in the work order to be processed is determined according to the preset sensitive word library, and the sensitive word score of the work order to be processed is determined according to the sensitive word level.

4. The method according to claim 1, characterized in that: The step of performing quality inspection on each processed work order to obtain second quality inspection score information of each processed work order includes: Get the work order information of the processed work order; According to the work order information of the processed work order, respectively determine the complaint score, sensitive word score, second circulation times score, second timeout score, second work order processing time score, second key customer score and customer satisfaction score of the processed work order; The complaint score, the sensitive word score, the second turnover number score, the second timeout score, the second work order processing time score, the second key customer score and the customer satisfaction score of the processed work order are added together to determine the second quality inspection score information of the processed work order; wherein the sum of the complaint score and the sensitive word score is less than or equal to the first preset threshold.

5. The method according to claim 1, characterized in that The step of performing quality inspection on the target processing unit according to the work order information of each processed work order to obtain third quality inspection score information includes: Obtaining work order information of each processed work order, wherein the work order information includes processing time information and user satisfaction information; Determine the average processing time information of the work orders of the target processing unit according to the processing time information of multiple processed work orders, and determine the average processing time information of the work orders of the target processing unit under the preset time according to the average processing time information of the work orders of the target processing unit and the average processing time information of the historical work orders of the target processing unit; Determine the number information of unsatisfactory work orders and the number information of all work orders in the target processing unit according to the user satisfaction information of each processed work order, determine the proportion information of unsatisfactory work orders of the target processing unit according to the number information of unsatisfactory work orders and the number information of all work orders, and determine the ratio value information of unsatisfactory work orders of the target processing unit within the preset period according to the proportion information of unsatisfactory work orders of the target processing unit and the historical proportion information of unsatisfactory work orders of the target processing unit; Determine the number of work orders that have been processed overtime and the number of work orders that have not been processed in timeout in the target processing unit based on the processing time information of each processed work order, determine the proportion of work orders that have been processed overtime in the target processing unit based on the number of work orders that have been processed overtime and the number of work orders that have not been processed in timeout, and determine the ratio value information of the work orders that have been processed overtime by the target processing unit under the preset duration based on the proportion of work orders that have been processed overtime and the historical proportion of work orders that have been processed overtime by the target processing unit; The average work order processing time information, the average work order processing time ratio information, the unsatisfactory work order ratio information, the unsatisfactory work order ratio information, the processing timeout work order ratio information and the processing timeout work order ratio information are added together to obtain the third quality inspection score of the target processing unit.

6. The method according to claim 5, characterized in that The step of determining the average processing time information of the work orders of the target processing unit according to the processing time information of the multiple processed work orders includes: Obtaining work order information of each processed work order, wherein the work order information includes complaint information, sensitive word information, and key customer information; Determine first weight information, second weight information, and third weight information of each processed work order according to the complaint information, the sensitive word information, and the key customer information; Determine the weight information of each processed work order according to the sum of the first weight information, the second weight information and the third weight information; wherein the sum of the first weight information and the second weight information is less than or equal to a third preset threshold, and the sum of the first weight information, the second weight information and the third weight information is less than or equal to a fourth preset threshold; Determine the sum of the weight information of the target processing unit according to the weight information of each processed work order; The average processing time information of the work orders of the target processing unit is determined according to the sum of the weight information of each processed work order, the processing time information of each processed work order and the weight information of the target processing unit.

7. A work order quality inspection device, characterized in that: include: An acquisition module, used to acquire multiple work orders to be processed in a target processing unit; A first processing module, used to perform quality inspection on each work order to be processed, obtain first quality inspection score information of each work order to be processed, and output the first quality inspection score information of each work order to be processed; The second processing module is used to process each work order to be processed and obtain multiple processed work orders; A third processing module is used to perform quality inspection on each processed work order, obtain second quality inspection score information of each processed work order, and output the second quality inspection score information of each processed work order; The fourth processing module is used to obtain the work order information of all processed work orders in the target processing unit after a preset period of time, perform quality inspection on the target processing unit according to the work order information of each processed work order, obtain third quality inspection score information, and output the third quality inspection score information.

8. An electronic device, characterized in that: include: Memory, processor; The memory stores computer-executable instructions; The processor executes the computer-executable instructions stored in the memory, so that the processor performs the method according to any one of claims 1 to 6.

9. A computer-readable storage medium, characterized in that: The computer-readable storage medium stores computer-executable instructions, which are used to implement the method according to any one of claims 1 to 6 when executed by a processor.

10. A computer program product, characterized in that The invention comprises a computer program, which implements the method according to any one of claims 1 to 6 when being executed by a processor.

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