Unified operation and maintenance management and intelligent supervision system and method based on large language model

Abstract

The invention provides a unified operation and maintenance management and intelligent supervision system and method based on a large language model, the system is provided with a plurality of operation and maintenance and supervision script template components, and the system comprises a front-end interface subsystem, a rear-end service subsystem and a plurality of core function subsystems which are in communication connection with one another; the front-end interface subsystem is used for providing a friendly operation interface, an instrument panel and function navigation for a user and a manager; the back-end service subsystem is used for acquiring multi-source data in real time, performing multi-type analysis on the multi-source data based on a large language model, and executing corresponding operation according to an analysis result; and the plurality of core function subsystems are used for providing unified operation and maintenance management and intelligent supervision service for users and managers. The invention aims to construct an intensive operation and maintenance management system, so that the problems of non-standard flow, non-closed loop of problem processing and the like in a company business operation and maintenance process are solved, and integrated, structured and intensive operation and maintenance management is finally realized.

Description

Technical Field

[0001] The present invention relates to the field of computer technology, and in particular to a unified operation and maintenance management and intelligent supervision system and method based on a large language model. Background Art

[0002] With the development of information technology, enterprises and organizations have become increasingly dependent on IT infrastructure, and operation and maintenance management has become more and more complex. The traditional operation and maintenance management mode has problems such as scattered data, easy failures, slow response, and low automation, making it difficult to meet the needs of modern enterprises for efficient and stable operation. In recent years, large language models (LLMs) have made remarkable progress in natural language processing (NLP), machine learning (ML), etc., providing new ideas and means to solve these problems. However, how to effectively utilize large language models to build an intelligent operation and maintenance management system remains a technical problem to be solved urgently. Summary of the Invention

[0003] The purpose of the present invention is to provide a unified operation and maintenance management and intelligent supervision system and method based on a large language model, aiming to solve the above problems in the prior art.

[0004] An embodiment of the present invention provides a unified operation and maintenance management and intelligent supervision system based on a large language model, which is provided with several operation and maintenance and supervision script template components. The system includes a front-end interface subsystem, a back-end service subsystem, and several core function subsystems that are communicatively connected to each other;

[0005] The front-end interface subsystem is used to provide a friendly operation interface, dashboard, and function navigation for users and managers;

[0006] The back-end service subsystem is used to obtain multi-source data in real time and perform multi-type analysis on the multi-source data based on a large language model, and execute corresponding operations according to the analysis results;

[0007] The several core function subsystems are used to provide unified operation and maintenance management and intelligent supervision services for users and managers.

[0008] An embodiment of the present invention provides a unified operation and maintenance management and intelligent supervision method based on a large language model, including:

[0009] Providing a friendly operation interface, dashboard, and function navigation for users and managers through the front-end interface subsystem;

[0010] Obtaining multi-source data in real time through the back-end service subsystem and performing multi-type analysis on the multi-source data based on a large language model, and executing corresponding operations according to the analysis results;

[0011] Provide unified operation and maintenance management and intelligent supervision services for users and managers through several core functional subsystems.

[0012] An embodiment of the present invention also provides an electronic device, including: a memory, a processor, and a computer program stored on the memory and executable on the processor. When the computer program is executed by the processor, the steps of the above-mentioned unified operation and maintenance management and intelligent supervision method based on the large language model are implemented.

[0013] An embodiment of the present invention also provides a computer-readable storage medium, on which an implementation program for information transmission is stored. When the program is executed by a processor, the steps of the above-mentioned unified operation and maintenance management and intelligent supervision method based on the large language model are implemented.

[0014] Adopting the embodiments of the present invention may include the following beneficial effects: The embodiments of the present invention aim to construct an intensive operation and maintenance management system, so as to solve problems such as non-standard processes and unclosed problem handling in the operation and maintenance process of the company's business, and finally form a unified, integrated, structured, and intensive operation and maintenance management system. Description of the Drawings

[0015] In order to more clearly illustrate the technical solutions in one or more embodiments of this specification or the prior art, the following will briefly introduce the drawings required for use in the description of the embodiments or the prior art. Obviously, the drawings in the following description are only some embodiments recorded in this specification. For those of ordinary skill in the art, without creative efforts, other drawings can also be obtained based on these drawings.

[0016] Figure 1 It is a schematic diagram of the unified operation and maintenance management and intelligent supervision system based on the large language model according to the embodiment of the present invention;

[0017] Figure 2 It is a flowchart of the unified operation and maintenance management and intelligent supervision method based on the large language model according to the embodiment of the present invention. Detailed Embodiments

[0018] In order to enable those skilled in the art to better understand the technical solutions in one or more embodiments of this specification, the following will clearly and completely describe the technical solutions in one or more embodiments of this specification with reference to the drawings in one or more embodiments of this specification. Obviously, the described embodiments are only some embodiments of this specification, rather than all embodiments. Based on one or more embodiments of this specification, all other embodiments obtained by those of ordinary skill in the art without creative efforts shall fall within the protection scope of this document.

[0019] System Embodiment

[0020] According to an embodiment of the present invention, a unified operation and maintenance management and intelligent supervision system based on a large language model is provided. Figure 1 It is a schematic diagram of the unified operation and maintenance management and intelligent supervision system based on a large language model according to an embodiment of the present invention. As Figure 1 shown, the unified operation and maintenance management and intelligent supervision system based on a large language model according to an embodiment of the present invention is provided with several operation and maintenance and supervision script template components. The system includes a front-end interface subsystem, a back-end service subsystem, and several core function subsystems that communicate with each other.

[0021] The front-end interface subsystem 10 is used to provide a friendly operation interface, dashboard, and function navigation for users and managers.

[0022] The dashboard is customized according to the operations of users and managers by dragging script template components.

[0023] The back-end service subsystem 12 is used to obtain multi-source data in real time and perform multi-type analysis on the multi-source data based on a large language model, and execute corresponding operations according to the analysis results.

[0024] The back-end service subsystem includes a data collection layer, a data processing layer, an intelligent analysis layer, and a decision execution layer that communicate with each other.

[0025] The data collection layer is used to obtain multi-source data in real time through a log system, monitoring tools, network devices, and an operation and maintenance knowledge base, and transmit the multi-source data to the data processing layer.

[0026] Among them, the multi-source data includes user project requirement information, supplier-related information, user-related information, business data of different tenants, system performance index data, operation information, historical fault cases and their solutions and technical documents, the latest operation and maintenance information and technical articles, and several types of service data.

[0027] The user project requirement information includes project function requirements, test requirements, system performance requirements, data storage requirements, operating environment requirements, training requirements, operation and maintenance service guarantee requirements, application system and data security guarantee requirements, and project acceptance requirements.

[0028] The data processing layer is used to clean, transform, and store the multi-source data according to predefined data formats and field mapping rules by using ETL tools, and transmit the standardized data to the intelligent analysis layer.

[0029] The intelligent analysis layer is used to perform data analysis, fault prediction, and anomaly detection on the standardized data by using a large language model and machine learning algorithms, and send the analysis results to the decision execution layer. Specifically, it is used for:

[0030] Analyze the user requirements based on the user project requirement information to obtain the analysis results of the operation and maintenance and supervision functions required by the user;

[0031] Adopt time series analysis algorithm and deep learning algorithm and construct a fault prediction model according to the system performance index data, and obtain the potential fault points and performance degradation trends of the system through the prediction model;

[0032] Utilize large language models to learn from historical fault cases, solutions, technical documents, as well as the latest operation and maintenance information and technical articles to generate optimization results.

[0033] The decision execution layer is used to generate alarm information, automated repair tasks, core function subsystem adjustment suggestions or recommended optimization solutions according to the analysis results, and execute corresponding operations, specifically used for:

[0034] Adjust the scope of operation and maintenance and supervision functions provided by the core function subsystems of the system through the analysis results of the operation and maintenance and supervision functions required by the user;

[0035] Generate alarm information based on the potential fault points of the system, use NLP technology to parse the alarm information to obtain the alarm type and priority, and select the corresponding automated response mechanism according to the alarm type and priority;

[0036] Dynamically adjust the system monitoring granularity and resource allocation according to the performance degradation trend;

[0037] Real-time optimize the algorithms and models built into the system through the optimization results.

[0038] The several core function subsystems 14 are used to provide unified operation and maintenance management and intelligent supervision services for users and managers;

[0039] The several core function subsystems include a unified operation and maintenance portal subsystem, a unified hotline subsystem, a unified process subsystem, a knowledge portal user side, a knowledge portal management side, a text robot user side, and a text robot management side that communicate with each other;

[0040] The unified operation and maintenance portal subsystem is used to provide basic operation functions;

[0041] Among them, the unified operation and maintenance portal subsystem includes an operation management module, a service catalog management module, a supplier management module, an asset management module, a report management module, and an inspection management module that communicate with each other;

[0042] The operation management module is used to provide basic operation configuration functions during the operation and maintenance service process;

[0043] The service catalog management module is used to provide functions such as service catalog management, service status management, service warnings, multi-dimensional query, and display mode switching;

[0044] The vendor management module is used to provide management functions for a number of cloud service providers;

[0045] The asset management module is used to provide work order management functions;

[0046] The report management module is used to provide functions for report statistics and design;

[0047] The inspection management module is used to provide inspection task management functions and inspection record management functions.

[0048] The unified hotline subsystem is used to provide customer service functions;

[0049] The unified process subsystem is used to provide process management functions;

[0050] The knowledge portal client is used to provide knowledge service functions for users;

[0051] The knowledge portal management end is used to provide knowledge management functions for managers;

[0052] The text robot client is used to provide several types of online service functions for users;

[0053] The text robot management end is used to provide several types of online management functions for managers.

[0054] The following details the above technical solutions of the embodiments of the present invention in combination with the specific situation of the unified operation and maintenance management and intelligent supervision system based on the large language model of the embodiments of the present invention.

[0055] Based on the information management and operation and maintenance requirements, the embodiments of the present invention take the intensive and information-based operation and maintenance platform and service construction as the main line, vertically penetrate user units, end users, and suppliers, provide full life cycle services for operation and maintenance, and realize the traceability and retrievability of operation and maintenance assets; at the same time, establish an operation and maintenance service catalog to form a unique operation and maintenance SaaS product. The embodiments of the present invention build an intensive operation and maintenance management system to achieve service support for the whole province, the whole organization, all employees, the whole process, end-to-end, as well as visualization, traceability, and full life cycle. The platform system includes but is not limited to: unified operation and maintenance management portal, unified hotline system, unified process system, text robot, knowledge portal, mobile workbench, so as to realize the full life cycle process support of user problems from discovery to solution.

[0056] In the initial stage of building the system in the embodiments of the present invention, various types of information such as the user's business functions, business processes, form certificates, etc. need to be collected and obtained. On this basis, the user requirements are analyzed and understood, and functional requirements, performance index requirements, and non-functional requirements such as security and reliability are refined. For example, after receiving the tender announcement, a careful study and analysis are carried out on the full text of the tender document, especially the project function requirements, test requirements, system performance requirements, data storage requirements, operating environment requirements, training requirements, operation and maintenance service guarantee requirements, application system and data security guarantee requirements, and project acceptance requirements in the tender technical requirements. These contents will be used as the input and basis for building the system platform later, and the design work will be further carried out based on this. The operation and maintenance functions provided by the system need to be designed diversely according to user requirements. For example, some users have relatively simple requirements and no seat requirements, and only need to be able to achieve basic intelligent answers; but some users hope to add a seat mechanism, as well as mechanisms such as exchanging points, exchanging gifts, and digital expansion.

[0057] The embodiments of the present invention aim to provide a unified operation and maintenance management and intelligent supervision system based on a large language model, including:

[0058] 1. Front-end interface: Provide a user-friendly operation interface, support multi-terminal access (Web, mobile, etc.), and ensure the user experience.

[0059] 2. Back-end service:

[0060] 1) Data collection layer: Responsible for collecting real-time data from various sources (such as logs, monitoring tools, network devices, etc.).

[0061] 2) Data processing layer: Clean, transform, and store the raw data to prepare for subsequent analysis.

[0062] 3) Intelligent analysis layer: Use large language models and machine learning algorithms for data analysis, fault prediction, anomaly detection, etc.

[0063] 4) Decision execution layer: Generate alarms, automated repair tasks, or recommended optimization solutions according to the intelligent analysis results, and execute corresponding operations.

[0064] In addition, the embodiments of the present invention also provide a variety of core functional subsystems for:

[0065] 1. Data integration and management

[0066] 1) Multi-source data access: Support the access of multiple data sources, such as APIs, databases, file systems, message queues, etc., to ensure the comprehensiveness and real-time nature of the data.

[0067] 2) Data standardization: Transform data in different formats into a unified standard format through the ETL (Extract, Transform, Load) process for subsequent processing.

[0068] For example, connect to the log systems of multiple cloud service providers through APIs to obtain log data in real time. Use ETL tools to clean, transform, and store these log data in a central database. For data from different sources, define standardized data formats and field mapping rules to ensure data consistency and readability.

[0069] 2. Intelligent alerting and event management

[0070] 1) Alert rule engine: Set flexible alert rules based on historical data and expert experience to reduce false alarms and missed alarms.

[0071] 2) Intelligent alert classification: Use NLP technology to automatically parse alert information, identify alert types and priorities, and achieve intelligent classification.

[0072] 3) Automated response mechanism: For common problems, trigger predefined automated scripts or RPA processes for quick response.

[0073] For example, train an alert rule engine based on historical log data, set reasonable alert thresholds and conditions. When an abnormal situation occurs, the system automatically triggers an alert, and uses NLP technology to parse the alert information to determine the alert type and priority. According to the alert type, the system will automatically select the corresponding automated response mechanism, such as restarting the service, notifying the administrator, etc.

[0074] 3. Predictive maintenance

[0075] 1) Fault prediction model: Based on time series analysis and deep learning algorithms, predict potential fault points and take preventive measures in advance.

[0076] 2) Performance trend analysis: Regularly analyze system performance data, identify trends of performance degradation, and adjust configurations or resource allocations in a timely manner.

[0077] For example, collect system performance metric data, including CPU utilization, memory occupancy, disk I / O, etc. Use time series analysis algorithms to model these data, predict possible future performance bottlenecks or fault points. According to the prediction results, adjust resource configurations or perform preventive maintenance in advance to avoid problems.

[0078] 4. Automated operation and maintenance

[0079] 1) Task orchestration: Define and schedule complex operation and maintenance tasks, such as batch updates, backup and recovery, etc., through a visual interface or API.

[0080] 2) Intelligent operation and maintenance robot: Integrating RPA and AI technologies to achieve unattended automated operation and maintenance operations, such as fault troubleshooting, parameter tuning, etc.

[0081] For example, develop a visual operation and maintenance task orchestration interface where users can drag and drop components on the interface to define complex operation and maintenance task processes. The system has multiple built-in common operation and maintenance script templates, and users can modify and expand them according to actual needs. The intelligent operation and maintenance robot can simulate human operations and execute tasks such as fault troubleshooting and parameter tuning, greatly improving operation and maintenance efficiency.

[0082] 5. Knowledge Base and Self-Learning

[0083] 1) Operation and maintenance knowledge base: Accumulate historical fault cases, solutions, and technical documents to form a structured knowledge system.

[0084] 2) Self-learning ability: Utilize large language models to continuously learn new problems, new fault modes, and best practices proposed by users, and continuously improve the intelligence level of the system.

[0085] That is, the system has a rich operation and maintenance knowledge base, including a large number of historical fault cases, solutions, and technical documents. The large language model will regularly crawl the latest operation and maintenance information and technical articles from the Internet and incorporate them into the knowledge base. Through learning a large amount of data, the large language model can continuously optimize its own algorithms and models and improve the intelligence level.

[0086] 6. Security and Compliance

[0087] 1) Data encryption: Ensure that all sensitive data is encrypted during network transmission and storage to prevent data leakage.

[0088] 2) Permission control: Strictly manage user permissions to ensure that only authorized personnel can access specific functions and data.

[0089] 3) Auditing and logging: Record all operation behaviors for easy post-event traceability and auditing.

[0090] 7. User Experience Optimization

[0091] 1) Simplify UI / UX design: Provide an intuitive operation interface and convenient function navigation to reduce the user's learning cost.

[0092] 2) Customizable dashboard: Allow users to customize the dashboard according to their own needs to display the most concerned metrics and data.

[0093] 3) Natural language interaction: Support voice and text input, and users can interact with the system through natural language to improve operation efficiency.

[0094] 8. Expansion and Compatibility

[0095] 1) Plug - in architecture: Adopting a plug - in design, which facilitates the addition of new functional modules or the integration of third - party tools.

[0096] 2) Cross - platform support: Ensuring that the system can operate stably on different operating systems and hardware platforms.

[0097] 9. Continuous Improvement and Iteration

[0098] 1) User feedback mechanism: Establishing a user feedback channel to timely understand user needs and usage experiences, and continuously optimizing the system.

[0099] 2) Version iteration plan: Regularly releasing new versions, introducing new features, fixing bugs, and optimizing performance.

[0100] Specifically, the embodiments of the present invention improve the existing operation and maintenance system from the following aspects:

[0101] 1. Solving the data silo problem

[0102] ① Current situation: The lack of integration between different tools and systems leads to scattered data and it is difficult to form a unified view.

[0103] ② Improvement measures:

[0104] Introducing an integrated management platform: Integrating the data of multiple monitoring tools and providing a unified monitoring and analysis interface;

[0105] API docking: Ensuring that each subsystem exchanges data through standardized APIs to achieve seamless docking.

[0106] 2. Reducing alert fatigue

[0107] ① Current situation: Excessive alert information makes it difficult for operation and maintenance personnel to distinguish truly important events and easily overlook key problems.

[0108] ② Improvement measures:

[0109] Intelligent alerts: Using machine learning algorithms to analyze historical data, automatically identifying abnormal patterns, and reducing false alarms and duplicate alerts.

[0110] Hierarchical alerts: Setting different response levels according to the severity and impact scope of alerts, and giving priority to handling high - priority events.

[0111] 3. Improving the degree of automation

[0112] ① Current situation: Many operations still rely on manual intervention, which is time - consuming and error - prone.

[0113] ② Improvement measures:

[0114] Develop automation scripts: for automatic repair of common faults and execution of routine tasks.

[0115] Introduce robotic process automation (RPA): Automatically perform highly repetitive tasks such as log collection, backup, etc.

[0116] 4. Introduce predictive maintenance

[0117] ① Current situation: Most systems can only detect current problems and cannot predict potential risks in advance.

[0118] ② Improvement measures:

[0119] Establish a predictive model: Combine big data and machine learning to discover possible fault points in advance for preventive maintenance.

[0120] Conduct regular trend analysis: Analyze system performance data, identify trends of performance degradation, and take timely measures.

[0121] 5. Optimize the user experience

[0122] ① Current situation: The user interface is complex and inconvenient to operate, resulting in low usage efficiency.

[0123] ② Improvement measures:

[0124] Simplify the UI / UX design: Optimize the user interface to make the operation more intuitive and friendly, reducing the learning cost.

[0125] Customizable dashboard: Allow users to customize the dashboard according to their own needs to display the most concerned metrics and data.

[0126] 6. Enhance security

[0127] ① Current situation: Some systems have security vulnerabilities and are prone to risks of being attacked or data leakage.

[0128] ② Improvement measures:

[0129] Conduct regular security audits: Discover and fix potential security vulnerabilities.

[0130] Encrypted transmission: Ensure that all sensitive data is encrypted during network transmission to prevent data leakage.

[0131] 7. Optimize resource utilization

[0132] ① Current situation: Due to overly fine-grained monitoring or improper strategies, there is waste of computing resources and storage resources.

[0133] ② Improvement measures:

[0134] Optimize the monitoring strategy: Adjust the monitoring granularity according to actual needs to avoid unnecessary resource consumption.

[0135] Intelligent resource scheduling: Dynamically allocate computing and storage resources to improve resource utilization.

[0136] 8. Promote cross - departmental collaboration

[0137] ① Current situation: Poor communication and untimely information transmission between different departments affect the efficiency of problem - solving.

[0138] ② Improvement measures: Introduce a collaborative work platform to promote information sharing and collaboration between departments; The system regularly organizes joint drills to improve the team's ability to respond to emergencies.

[0139] The unified operation and maintenance management and intelligent supervision portal system proposed in the embodiments of the present invention provides unified entry, unified authorization, and unified authentication capabilities, realizes centralized management, overall operation and maintenance; And realizes the unification of the three - level domain names of each subsystem (subsystems include: unified operation and maintenance portal, unified hotline system, unified process system, knowledge portal user side, knowledge portal management side, text robot user side, text robot management side). Further, the multiple core functional subsystems provided by the embodiments of the present invention include:

[0140] I. Unified operation and maintenance management portal

[0141] 1. Unified operation and maintenance portal

[0142] Provide unified background system management capabilities, and centrally manage core capabilities, including but not limited to: operation management, service catalog management, supplier management, asset management, report management, inspection management.

[0143] 2. Business system docking

[0144] The embodiments of the present invention aim to dock with the existing business systems of the tenderer to achieve data interconnection and sharing.

[0145] 3. Operation management

[0146] Provide a unified operation information maintenance entry, realize basic operation functions such as organization, account, permission, announcement, log, etc., and support the basic operation configuration work in the operation and maintenance service process.

[0147] (1) Multi - tenant management

[0148] This module can isolate tenant data, and the business data of different tenants do not affect each other and are invisible to each other; At the same time, this module also has tenant management functions, supports configuring the list of admission systems for each tenant, enabling / disabling tenants, etc.; In addition, this system also supports global custom business fields, which is convenient for quickly and uniformly deploying and feedbacking on the needs of all tenants.

[0149] (2) Organizational structure management

[0150] This module aims to provide a unified user system management entry, support the docking of third-party systems, realize the management of units and users under the tenant, as well as the relationship management between units and users.

[0151] (3) Role Permission Management

[0152] This module provides a flexible authorization mechanism for controlling the function access scope and data access scope of each role. It will provide functions such as role management, role permission configuration, and role query to meet users' needs for role permission management.

[0153] (4) Custom Field Management

[0154] This module supports the change of business fields through simple field configuration without modifying the code. This mechanism will provide custom field management functions, including creating, editing, and deleting fields, as well as querying custom fields according to keywords. Custom fields can be applied to corresponding business forms.

[0155] (5) Announcement Management

[0156] This module provides functions such as announcement information management, query by keyword, filtering by release time, and statistics of announcement information click times.

[0157] (6) Log Management

[0158] This module can record the operation logs of all background users to help operation and maintenance users better monitor and ensure the operation of the information system, and timely identify information such as intrusion attacks and internal violations against the information system; at the same time, this system also has basic log retrieval capabilities, which can quickly locate and query logs, providing necessary information for post-event analysis and investigation of security incidents.

[0159] (7) Tag System Management

[0160] This module supports the definition of project tags, which are docked with the unified hotline system for project isolation. The tag system management module allows users to create, edit, and delete project tags. This module supports docking with the unified hotline system to ensure the effectiveness of project isolation. Users can assign tags to different projects for management in the unified hotline system.

[0161] 4. Service Catalog

[0162] (1) Service Catalog Management

[0163] Service catalog management is a module for managing service catalogs, aiming to help users better manage service catalogs, improve service quality and efficiency. This module has functions such as service catalog management, service status management, service warnings, multi-dimensional query, and display mode switching.

[0164] (2) Service type management

[0165] Service type management is a module for managing different service types. This module supports 4 service types, including general service, device service, cloud application monitoring service, and application service. Through this module, users can easily add, edit, and delete service types to meet different business needs.

[0166] 5. Supplier management

[0167] This module needs to be connected to the data of the supervision system to synchronize the data of suppliers and the contract management system. It is necessary to know which suppliers there are, record the account books, and find out the details; it is necessary to be able to find the suppliers: the contact persons and contact information of the suppliers; it is necessary to assess the service quality of the suppliers: whether the response is overdue, customer satisfaction, and the completion of work orders. Specific assessment indicators need to be sorted out from the contracts of each supplier.

[0168] (1) Supplier information management

[0169] This module is a supplier information management system, aiming to help enterprises manage supplier information, contracts, materials and other related information, improve the service efficiency and quality of suppliers, and meet the needs of business isolation.

[0170] (2) Supplier service level management

[0171] This module supports the functions of supplier service level management, including service indicators in dimensions of response time (TTO), arrival time (TTP), and resolution time (TTR), which can provide the basis for assessing supplier services while ensuring service timeliness. This module provides the following functions: creating service levels, editing service levels, deleting service levels, and querying service levels.

[0172] 6. Work order configuration

[0173] (1) Work order assignment configuration

[0174] This module is used for work order assignment configuration, aiming to provide an intelligent strategy for supplier engineers to process work orders, supporting automatic and manual assignment strategies, and different assignment strategies can be specified for different suppliers; in addition, this module also supports assigning work orders according to regions, service units, and the idle status of engineers.

[0175] (2) Work order warning configuration

[0176] This module is used for work order warning configuration, aiming to help users trigger warnings according to two strategies: the backlog quantity of unprocessed work orders and overdue order assignment, so as to improve the efficiency and accuracy of work order processing. This module includes two warning strategies: work order backlog warning and overdue warning. Users can select the corresponding warning strategy according to actual needs and configure warning parameters. The warning reminder methods include emails, DingTalk, etc., and users can choose the appropriate warning reminder method according to the actual situation. The warning content template can be customized according to user needs, facilitating users to quickly understand warning information.

[0177] (3) Information Configuration

[0178] This module aims to provide users with information configuration functions to manage supplier types and data types. Through this function, users can easily create, edit, and delete supplier types and data types, thus better managing their business. The information configuration function includes two sub-functions: supplier type management and data type management. Users can create, edit, and delete supplier types and data types through this function.

[0179] (4) Business Line Configuration

[0180] This module supports dividing the internal organization of suppliers according to business lines, and each organization provides different service capabilities to meet the requirements of business isolation.

[0181] 7. Report Statistics and Function Design

[0182] Overall overview reports, device level, application level, service level, and custom reports.

[0183] 8. Patrol Management

[0184] Patrol management aims to detect and expose problems early through patrol services, preventing potential problems from affecting business operations. This module has the ability to formulate patrol plans and record the execution of patrol plans, supporting patrol task management and patrol record management functions.

[0185] II. Unified Hotline System

[0186] 1. Customer Service Workbench

[0187] (1) Text Workbench

[0188] The text workbench includes multi-functional modules such as PC web access, H5 access, service subtotals, and user information display.

[0189] In the navigation bar of the customer service workbench, the currently logged-in account and login status will be displayed. Clicking on the login status can expand or collapse the left menu, and it supports setting preferences, viewing system logs, modifying system passwords, and logging out of the current system.

[0190] In the service list, the customer service can view the current session list, the queuing list, and the list of completed service sessions. To display the list of users currently in conversation, the customer service can click on the user avatar, and the customer service will see the user's name, channel icon, unread message reminder, the latest message summary, and the conversation duration.

[0191] To interact with the user in a text conversation, the customer service can use WeChat Voice to contact the agent. The WeChat Voice can be converted into text and displayed on the customer service workbench. In addition, the customer service can also push review information to the user.

[0192] To query the user information in the current customer relationship management, the customer service can enter the name, phone number, email, or customer ID and query the user information. After the query, a list of the user's detailed information will be seen.

[0193] To record the problem classification and problem description of the current user, you can choose to upload attachments such as Word, Excel, pictures (png, jpg), or compressed files. After recording the user service subtotal problem, the customer service can view the user's problem classification and problem description.

[0194] In the workbench, you can quickly fill in and create a work order to quickly generate a work order record. You can also use SMS or email to send some relevant materials to the user. Fill in the mobile phone number and SMS content, or email address, subject, and content to send SMS / email to the user.

[0195] It is very important to intelligently and automatically judge the conversation content between the user and the customer service. If the user or the customer service triggers the corresponding keywords, a light bulb reminder will be displayed in the chat session window. After clicking on the light bulb reminder, the system will intelligently recommend relevant solutions for the current conversation content to the customer service. These solutions can be sent to the user via SMS or email, or copied into the conversation box and sent to the user.

[0196] The display of the user information of the accessing user is also very important. After the visitor accesses, the system will automatically match the existing customer information to quickly view the user information.

[0197] After the session is accessed, it is very convenient to quickly retrieve the knowledge base and favorite knowledge base articles, copy the content of the knowledge base and send it to the user to quickly solve the problem.

[0198] (2) Phone Workbench

[0199] The workbench functions include comprehensive function modules such as IVR voice navigation, call operation functions, call information display, and call summary.

[0200] 2. Data Dashboard

[0201] (1) Real-time Monitoring

[0202] It has functions such as real-time monitoring of customer service data, real-time monitoring of service data, real-time monitoring of work order classification data, real-time monitoring of call trends, real-time monitoring of regional calls, and real-time monitoring of user sentiment analysis.

[0203] (2) Team monitoring

[0204] It enables the administrator to view all agents within the current system, view the current status of agents, and supports supervisor functions such as listening in on agents, forcefully inserting calls, forcefully disconnecting calls, hanging up, making agents ready or offline.

[0205] The administrator can use the following functions to monitor and manage agents: listening in on agents, forcefully inserting calls, hanging up, forcing agents to be ready, forcing agents to be offline. Through these functions, the administrator can monitor and manage agents, ensuring call quality and customer satisfaction; at the same time, these functions can also improve the enterprise's management efficiency and customer satisfaction.

[0206] 3. Data query

[0207] (1) Text conversation query

[0208] Session record query can perform text-type session queries through filtering conditions such as session, channel, skill group, customer service ID, keywords of the session, time period, etc. The query only supports text sessions. Clicking on the IR ID can enter the corresponding session details.

[0209] (2) Contact record query

[0210] Contact records include three data scopes: text sessions of customer service, phone sessions, and robot sessions. Contact record query includes two query methods.

[0211] (3) Service record query

[0212] Service records support querying the historical records of service subtotals, and can be filtered by service record ID, customer ID, agent work number and name, service time, and problem type.

[0213] (4) Comment record query

[0214] Comment data supports querying the invitation records of users for comments, which can only be queried by conditions. It can be queried by setting single conditions and multiple conditions. The default comment time is the data of the previous month.

[0215] It supports querying comment data by conditions. The query conditions include channel, comment source, comment star rating, user identification, customer service ID, and comment time, and supports data export.

[0216] 4. Operation management

[0217] (1) Customer service management

[0218] Provide account management functions, support adding customer service staff accounts, job numbers, and nicknames, support custom avatars, and can set personal session limits and queuing limits.

[0219] (2) On-site management

[0220] On-site management includes modules such as skill group management, channel management, and problem classification management.

[0221] 5. Service configuration

[0222] (1) Tags and routing

[0223] This module includes customer tag management, routing allocation, and tag allocation functions. The core purpose is to establish a connection between a certain type of customer and a certain type of customer service through the matching between customer tags and customer service tags, and priority allocation can be carried out during allocation to provide better services.

[0224] Customer tag management capabilities, support configuring multi-level customer tags, managing customer tags, classifying and establishing different categories of tags and sub-tags, and managing corresponding tag matching rules;

[0225] Tag matching rule management capabilities, support configuring the matching between customer tags and customer service tags, that is, establishing a connection between a certain type of customer and a certain type of customer service, and priority allocation can be carried out during allocation to provide better services;

[0226] Routing allocation functions, support various allocation rules, support different routing allocation strategy configurations, such as configuring routing strategies according to the minimum reception percentage priority mode, service duration priority mode, favorable comment rate priority mode, and tag matching degree priority mode. At the same time, support intelligent matching rule configurations such as tag matching and regular customer filtering;

[0227] Knowledge base tag management functions, support configuring knowledge base article tags, the tags support a tree structure, and support tag operations such as addition, deletion, modification, and query.

[0228] Through these functions, the customer service system can better manage customer tags and customer service tags, support various routing allocation strategies and intelligent matching rules, and improve service quality and customer satisfaction.

[0229] (2) Script management

[0230] Script configuration is divided into public scripts, personal scripts, personal welcome scripts, public links, and prohibited words.

[0231] The system should provide script configuration functions, support customer service script configuration, support configuring public script libraries and personal custom script libraries, so that they can be quickly sent on the customer service workbench panel. These functions include:

[0232] A. The script supports batch processing and batch import / export of common scripts.

[0233] B. The personal welcome message supports custom settings and enables the customer service dedicated welcome message, which is preferentially sent.

[0234] C. It supports the configuration of public links. The administrator can configure multiple public links, and they can be quickly sent on the customer service workbench panel.

[0235] D. It supports the configuration of prohibited words. Configure the prohibited words for customer service, including prohibiting sending and reminder configuration before sending. This will make the customer service workbench panel easier to use and make the sending of scripts faster and more efficient.

[0236] E. The system should provide the function of configuring timeout and empty box scripts, supporting the configuration of timeout scripts and empty box scripts.

[0237] 6. System Configuration

[0238] (1) Enterprise Information Configuration

[0239] Enterprise information management is used to save the relevant information of the enterprise, including the enterprise name, enterprise profile, and supports the upload of the enterprise logo. Email configuration is used for basic settings and sender settings of emails within the system.

[0240] (2) Dashboard Data Configuration

[0241] The dashboard data can be divided into service data and important data, and they are configured separately. The data corresponding to the display dashboard can be selected according to needs.

[0242] The system should support the configuration values of the phone and text two modules, and provide the multi-selection ability, supporting the multi-selection of no less than 3 indicators.

[0243] (3) Review Configuration

[0244] The review configuration is used to configure the review methods displayed on different channels. Currently, it supports the invitation review link and the real-time review method. The real-time review method can only be used in the webchat channel.

[0245] (4) Message Management

[0246] The text channel supports enabling or disabling the message function, and supports the configuration of skill groups so that customers can leave messages for the customer service agent to handle problems during non-working hours.

[0247] 7. Customer Center

[0248] (1) Customer Relationship Management

[0249] This module can manage and operate customer-related information, which is associated with some functions in the right function area of the online customer service workbench, including customer ID, name, country, province, city, phone number, email, creation time, etc. It is required to support synchronizing the organizational information of the tenderer's business system to the customer relationship management.

[0250] The system should support adding new customer information, support manually adding customer information, and display the list fields of customer information. The system should support the import of customer information, including downloading templates and entering customer information according to the templates.

[0251] (2) Customer Relationship Management Field Configuration

[0252] The fields in CRM are divided into two categories, one is custom fields and the other is system fields. System fields are the default fields of the system and cannot be edited or modified. Custom fields can be customized and edited.

[0253] (3) Red List

[0254] The red list page defaults to display all current red list data, supports configuring phone red list, supports business settings for phone red list. Red list users will be picked up first. At the same time, the system supports batch import of red list, and batch imports red list data according to the set import template.

[0255] (4) Black List

[0256] The black list function realizes that when a user enters the text service, it will show that there is no customer service online, and when a call is made, it will be hung up directly, and the user cannot access the service. The black list has a higher priority than the red list. When a user is set to the black list, the red list defaults to not take effect.

[0257] 8. Knowledge Base Management

[0258] (1) Knowledge Base Management

[0259] This module can add, modify, and delete the knowledge base to realize the maintenance function of the knowledge base.

[0260] The knowledge base module should support multi-level classification management, support the creation and management of multi-level classifications. The content of the knowledge base should support knowledge base classification, and users can view the content of the knowledge base by classification. The knowledge base retrieval function should support keyword retrieval, and users can quickly locate the required content.

[0261] (2) Article Review

[0262] Article review includes functions such as viewing review records, article review, and rejection, to ensure that all articles are issued after meeting the approval requirements.

[0263] (3) Announcement Message Management

[0264] The announcement message management page can configure the content of the system's announcement messages. The configured announcement messages (in the published state) will be scrolled and displayed at the top of the workbench.

[0265] (4) Knowledge base reports

[0266] Knowledge base upload report: Statistics on the contribution of employees to the knowledge base, which are statistically calculated according to the upload volume and editing volume respectively. Employees need to submit knowledge uploads and knowledge edits, and only after passing the review can they be included in this report.

[0267] The knowledge base module should support multi-level classification management and provide the following reports: upload report, access volume report, association report, keyword report.

[0268] Through these reports, administrators can understand the usage of the knowledge base, analyze problems based on data, and optimize the design of the knowledge base; at the same time, these reports can also help enterprises manage and train employees' knowledge, and improve the overall knowledge level of the team.

[0269] 9. Telephone Interactive Voice Response Configuration

[0270] (1) Voice library management

[0271] All voice files are managed on this page, supporting audition and download of voice files, and also supporting deletion of voice files.

[0272] The system supports interactive voice response and provides flexible voice library configuration. To implement the voice synthesis function, the system needs to provide voice conversion tools, including the ability to convert text to speech.

[0273] (2) Interactive Voice Response Settings

[0274] This page mainly displays different IVR navigations. Note that only all IVRs existing in the system are displayed here, but they may not necessarily have been applied to the numbers.

[0275] Support the creation of interactive voice responses, generate the interactive voice response navigation content required for business, provide interactive voice response types such as interactive voice response node navigation, number transfer, and collection input, and support the setting of welcome messages and VIP welcome messages. In addition, the newly added interactive voice response should support operations such as audition, editing, node process setting, activation, deactivation, and deletion.

[0276] (3) Interactive Voice Response Application

[0277] This page is used to display all IVRs that have been applied to enterprise numbers, and new IVR applications can be added on this page. The IVR can be set to different times and numbers.

[0278] Supports the creation of interactive voice response applications and the following settings: application name, description, application number, type, effective time; at the same time, the application supports time period settings, including time period name, interactive voice response selection, and time period time settings. In addition, the application also supports applying the effective interactive voice response file with the service number and time. Operation management can perform operations such as creation, activation, search, view, edit, and deletion on the interactive voice response file to realize the association between the interactive voice response, application number, and effective time.

[0279] 10. Call Records

[0280] (1) Call Log

[0281] The call log module can view the call records of all voice conversations. Selecting the corresponding query time and conditions can display the corresponding call records.

[0282] (2) Missed Calls

[0283] The system supports querying missed call data, supports retrieval conditions such as caller number and incoming call time, and supports exporting missed call data;

[0284] (3) Voice Mailbox

[0285] Administrators can set voice messages in the IVR. When there is no agent online or the dial-in time is outside the service time, customers can be prompted to leave a message. After the customer leaves a message, the customer will be prompted with corresponding operations. After the message is ended, the system will automatically save it in the voice mailbox for easy viewing and operation by the agent.

[0286] 11. Outbound Campaigns

[0287] (1) Task Management

[0288] In task management, all current outbound task information can be viewed, and the system should support creating outbound tasks.

[0289] (2) My Tasks

[0290] In my tasks, all outbound task information created by the current account can be viewed. The outbound task system can query and filter according to task name, skill group, task status, task type, and creation time, and support resetting the query conditions and exporting the query results; in addition, the system should be able to provide a task list, including a list display of information such as task name, execution group, task type, creation time, total number of lists, execution volume, execution rate, connection volume, connection rate, and task status; at the same time, creating outbound tasks should also be supported under this function.

[0291] (3) Call Management

[0292] In call management, all executed calls of outbound tasks can be viewed. This module supports querying call data by session ID, task name, executor ID / name, mobile phone number, call status, and call time, and also supports resetting query conditions and exporting query result data.

[0293] (4) Outbound Report

[0294] The outbound task report shows important metrics and a details list of outbound tasks.

[0295] 12. Statistical Report

[0296] (1) Call Report

[0297] The call statistical report includes three types of reports: channel report, organization report, and skill group report. It supports querying by day, week, and month, and then shows important service data in call services, including connection volume, AHT, 48-hour repeat visit volume, etc.

[0298] (2) Online Report

[0299] The basic structure of the report includes three parts: report type, filtering conditions, and report data.

[0300] (3) Agent Service Report

[0301] The system supports providing online reports classified by channel, organization, and skill group, and supports querying by day, week, and month, showing important service data in online services, including agent response time, invalid consultation volume, empty frame rate, angry session rate, etc.

[0302] (4) Visualization Report

[0303] Through the visualization report, the visualization configuration of the required business report can be achieved according to the established metrics. Business reports can be generated by organization and time, support creating the required reports separately by business, and support chart types such as numerical values, bar charts, pie charts, line charts, and data.

[0304] 13. Quality Inspection

[0305] (1) Quality Inspection Report

[0306] The quality inspection report defaults to showing data using a certain quality inspection rule within the past 7 days, supports filtering data by time dimension and quality inspection rule and showing it in a visualization chart, shows agent rankings, and the system also supports the function of exporting data.

[0307] (2) Manual Quality Inspection

[0308] Manual quality inspection includes document quality inspection to be done and voice quality inspection. Each quality inspection type is further divided into two sub-function modules: tasks to be assigned and my tasks, which are used to handle different types of quality inspection assignments and tracking respectively.

[0309] (3) Quality inspection rules

[0310] The system supports creating and configuring manual quality inspection rules.

[0311] 14. Work order management

[0312] (1) Work order processing

[0313] The work order processing page is used for ordinary customer service and super administrators to query and view work orders. This page supports creating new or batch exporting work orders.

[0314] The processing content includes: work order process, work order priority, work order attachments, additional information, pausing work orders, reverting to the previous node, reverting to the person who created the order, completing, closing the order, follow-up visits, work order queries, work order details page.

[0315] (2) Self-service work order assignment

[0316] The self-service work order assignment function allows viewing relevant information of user self-service work orders in the system and performing operations such as assigning and improving information for each self-service work order.

[0317] (3) Supplier service level

[0318] The service level, i.e., SLA, provides reusable service level standards for suppliers when signing service contracts. Multiple service levels can be configured under each service type, supporting querying whether the supplier service level meets the standard, querying by work order type and work order assignment time and displaying the query results in a list, and supporting data export.

[0319] (4) Work order reports

[0320] This function can view work order data in the system. The work order data can be filtered by work order type and time dimension, and at the same time, important data supports graphical display.

[0321] Collect work order data, including information such as project name, organization, work order type, time period, etc.

[0322] Statistically analyze the collected work order data, including calculating data such as the number of work orders, processing time, work order type, work order details, etc.

[0323] Classify and sort the work order data according to conditions such as work order type and work order processing time.

[0324] Use charts and other visualization tools to display the statistical analysis results of work order data, including data such as overview, work order processing, work order type, work order details list, etc.

[0325] Export the statistical analysis results and save the results to a file or use them in the application for subsequent analysis.

[0326] (5) Work order configuration

[0327] Administrators can manage all work order processes on this page. The work order configuration should include the configuration of the following contents:

[0328] Work order type configuration, work order group management, template configuration, custom words, process configuration, type and template configuration, node definition, self-service work order configuration: support the configuration of customer information fields (including name, position, department, phone, email, etc.) and work order information fields (problem description) in self-service work orders.

[0329] (6) Self-service work order

[0330] This function can configure the relevant settings for users to submit work orders self-service and support custom field configuration.

[0331] Self-service work order submission function. After logging in, users can associate and display all work order information of the user. The work order list is displayed on both the user side and the customer service side, and historical communication records can be queried; Self-service work order closing time limit for users: automatically close the order after 3 days without feedback or the user closes the order actively; The work order supports the offline message function, and users can receive message reminders via SMS. At the same time, the agent can also receive message reminders via apps such as DingTalk.

[0332] 15. Tenant management

[0333] (1) Tenant management

[0334] This function includes tenant list and tenant contacts, realizes the isolation of business data and the decentralized management of data through the organization, and provides a tenant list tool for managing and querying all created tenant information.

[0335] (2) Project management

[0336] The project management page can manage all projects under all tenants. The relationship between tenants and projects is one-to-many.

[0337] III. Text robot

[0338] 1. Knowledge management

[0339] (1) Q&A management

[0340] The Q&A management should have the following functions:

[0341] A. Knowledge base classification maintenance, support the classification management of chat knowledge base and professional knowledge base. Different knowledge bases can set different parameters, matching thresholds, and knowledge directories.

[0342] B. Knowledge point classification display, presenting the knowledge base content in a tree structure; supporting classification displays such as knowledge lists, Q&A overviews, and business processes.

[0343] C. Knowledge retrieval, supporting separate retrieval of questions and answers; supporting domain-specific retrieval by selecting specific classifications in the knowledge tree.

[0344] D. Rich text editing, supporting multiple ways to edit answers and multiple answer forms such as adding pictures, links, short video links, and rich text.

[0345] E. Multi-channel answer management, editing answers by channel.

[0346] F. Multi-bubble push. Since the push plan is too long or contains many types, it supports display in multiple bubbles.

[0347] (2) Multi-turn dialogue

[0348] The Q&A system supports task-based multi-turn dialogue, allowing a guiding process oriented towards problem-solving. This process decomposes complex, multi-step, and multi-possibility questions into individual processes and gradually guides users to solve complex problems in a funnel-guided manner; in addition, the system also supports dynamic answer acquisition to dynamically generate the best answers according to user feedback.

[0349] (3) Question pattern learning

[0350] Question pattern learning provides the ability for questions to learn automatically and supports various processing mechanisms such as automatic collection, display, and manual review learning of unknown questions, as well as various processing methods such as merging and ignoring.

[0351] (4) Graphic and text solutions

[0352] Used for the configuration of complete Q&A graphic and text solutions, including function modules such as preview of graphic and text solutions, new graphic and text solutions, use of graphic and text solutions, deletion of graphic and text solutions, and preview of graphic and text solutions.

[0353] (5) Knowledge base configuration

[0354] Configure the knowledge base information required by the text robot, including function modules such as overview of knowledge base configuration, editing of knowledge base, deactivation / activation of knowledge base, and deletion of knowledge base.

[0355] 2. Semantic management

[0356] (1) Standard words

[0357] Standard words are a set of word segmentation lexicons established by knowledge operation personnel. The engine performs word segmentation on user questions based on standard words and matches the corresponding standard questions according to the results of word segmentation.

[0358] Standard words support classification management. For operations such as creating, deleting, and editing specific classifications, please refer to the classification operations in the "Question and Answer Management" module.

[0359] (2) Custom Word Segmentation

[0360] Custom word segmentation provides users with a means to determine how the engine performs word segmentation. By setting the specified word segmentation results, the engine will prioritize segmenting words according to these results. Additionally, operations such as adding, deleting, modifying, and querying custom word segmentation can be performed.

[0361] (3) Similar Question Templates

[0362] Similar question templates refer to a collection of similar questions that express the same type of query method. By using similar questions, the goal is to understand natural language. It supports classification and inheritance reuse based on the same or similar query methods, and operations such as adding, deleting, modifying, and querying similar question templates can be performed.

[0363] (4) Semantic Debugger

[0364] The semantic debugger needs to support knowledge operation personnel in analyzing the reasons why user questions do not match standard questions. It can display the word segmentation results, semantic matching results, and possible answers of the user input. The semantic debugger needs to provide information about the word segmentation, semantic matching, and answers of the user input to help knowledge operation personnel better understand the user's questions and provide more accurate answers.

[0365] 3. Data Management

[0366] (1) Data Overview

[0367] Provide real-time data display functions, support displaying the number of sessions, users, questions, transfers to artificial service, understanding rate, resolution rate, satisfaction rate, transfer to artificial service rate by channel, for today, yesterday, and historical highs, and support trend data display functions, support querying and exporting data by channel and selected time periods.

[0368] (2) Data Analysis

[0369] The data analysis module should have the following capabilities:

[0370] Standard question analysis, question and answer details analysis, access volume statistics, matching rate statistics, transfer to artificial customer service statistics, unknown question quantity statistics, satisfaction statistics, question and answer evaluation statistics, online message statistics, high-frequency word statistics, popular question statistics.

[0371] (3) Operation Log

[0372] Operation Log: All operation records can be viewed, and retrieval tasks corresponding to them can be completed based on operation time, operation object, operation type, operating user, and operation content.

[0373] (4) Dashboard

[0374] It is possible to view the big data of robot services, and display data such as the business volume of robots, the number of users, the top 10 problem rankings, and the statistical display of business data.

[0375] 4. Preview Settings

[0376] (1) Desktop Website

[0377] The desktop website can be configured, including website styles, robot names, robot introductions, satisfaction scripts, chat box prompts, styles, theme colors, backgrounds, logos, avatars, and basic information settings such as supporting preview functions.

[0378] (2) Mobile Website

[0379] Mobile Website: Obtain the mobile preview effect, support enabling and disabling the h5 popular article page; after enabling the popular article configuration, the h5 popular article page can be customized, including: robot banners, popular navigation, and popular articles.

[0380] (3) User Interface Settings

[0381] The user interface includes the custom configuration of common questions and hot issues. The user interface needs to have multimedia display, notification display, hot issue display, common question display, and ad space display.

[0382] 5. System Settings

[0383] (1) Q&A Settings

[0384] The system design includes settings such as the Q&A settings of the robot, robot scripts, guess what you want to ask, related questions, multi-bubbles, my favorites, etc., and supports filtering by channels.

[0385] (2) Evaluation Settings

[0386] Supports configuring evaluation invitations and provides switches to enable and disable them. In addition, it also allows setting invitation scripts, uploading solved evaluation buttons and unsolved evaluation buttons, evaluation reply functions, and supports customizing the reply content when users click the solved evaluation button and the unsolved evaluation button.

[0387] (3) Message Settings

[0388] Message Settings: Set the message display styles for the desktop website and mobile website, support enabling or disabling messages, and set message prompts and related guiding scripts.

[0389] (4) Transfer to Human Settings

[0390] The conditions for transferring to a human operator can be set, including whether to enable it, the time for transferring to a human operator, and the channels for transferring to a human operator.

[0391] (5) Dashboard settings

[0392] Supports "data configuration", "Top problem blacklist" configuration, and "Top word cloud blacklist" configuration.

[0393] (6) User management

[0394] Different user role permissions can be configured, and different users are supported to configure different role permissions.

[0395] (7) Role management

[0396] Role management: Supports creating new roles and assigning different permissions, supports configuring multiple roles, and each role can specify different background management scopes and various different permissions, such as knowledge base management scope, management and browsing permissions for various functions, etc.

[0397] (8) Dimension management

[0398] By adding new dimensions, the original channels can be expanded to achieve the goal of knowledge isolation when end-users consult at the same channel terminal.

[0399] (9) Blacklist settings

[0400] Through system settings - blacklist settings, when the engine calculates user behavior data, it will not be recorded, and when end-users access, they will not see the corresponding content. It supports fuzzy search for channels and application to all channels.

[0401] (10) Robot user terminal

[0402] Users can have an online conversation with operation and maintenance engineers using various message formats. The message formats it supports include text, rich text, links, pictures, emojis, and other interactions. After the service is completed, operation and maintenance engineers can initiate a satisfaction survey to collect user feedback.

[0403] IV. Unified process system

[0404] 1. Process management center

[0405] (1) Process initiation management

[0406] The process initiation management function includes setting / canceling common processes, viewing process descriptions, displaying high-frequency processes, displaying processes within the current user's permissions, process grouping settings, manually creating processes or drafts, and process retrieval.

[0407] (2) Process pending task management

[0408] The to-do task management function includes: to-do creation, to-do grouping, to-do batch processing, and to-do time limit composition.

[0409] (3) Unread notice management

[0410] The unread notice management function includes: batch processing, already set, unread classification, and unread search.

[0411] (4) Completed task management

[0412] Completed task management includes: completed query, completed tracking, completed recycling, and completed classification.

[0413] (5) Read task management

[0414] Read task management includes: task query, grouping, and custom advanced query.

[0415] (6) Process tracking management

[0416] Process tracking includes: process reminder, process cancellation, and process tracking.

[0417] (7) Entrustment setting

[0418] Entrustment setting management includes: entrustment setting and principal cancellation.

[0419] 2. Model design platform

[0420] (1) Storage model design

[0421] In order to identify the business structure from the business high level and implement automated operations such as reading, writing, and arithmetic on business data, a unified metadata model for describing atomic business attributes and extended interactions is standardized. The model types support tables, views, and structures.

[0422] (2) Form model design

[0423] The form model includes: creating a blank form, creating a form from a data source, creating an HTML hybrid form, and creating from a template library.

[0424] (3) View model design

[0425] View creation, query configuration, operation configuration, and publishing.

[0426] (4) Process model design

[0427] The process designer function includes: process structure, process design, process deployment, process engine, process client, process monitoring and operation and maintenance, and process API interface management.

[0428] (5) Decision model design

[0429] The decision table contains inputs, outputs, and rules, and is mainly composed of a DMN model designer, a decision table, and a decision expression.

[0430] (6) Dictionary model design

[0431] The grid data dictionary model is a collection of information describing data, and is a description of the data flow structure and mapping relationship. In traditional programming in the past, developers needed to complete the development of the data dictionary interface, associated write-back, etc. by themselves.

[0432] (7) Chart model design

[0433] It contains a rich variety of statistical chart types, and supports data tables, cross-tables, query components, and text components. Various different data source components can be freely combined into a large dashboard, and a one-stop query experience can be provided for the dashboard. Data is displayed through bar charts, line charts, radar charts, funnel charts, etc. to show the development trend, classification comparison, etc. of the data; the proportion of each part in the data is reflected through pie charts; the details and summaries of the data are viewed through detail tables and cross-tables.

[0434] 3. Application management

[0435] (1) Application lifecycle management

[0436] Each application package consists of resource files that describe the application.

[0437] (2) Connection center

[0438] The connection center is an integration platform for data sources and applications, that is, a service component.

[0439] (3) Change request

[0440] This process is initiated when a supplier makes a product change. A change refers to adding, modifying, or deleting any content that may have a direct or indirect impact on the service. For example: fixing problems, launching new features, changing configuration personnel approval. The change can only be executed after approval, and the execution status needs to be feedback after the change is completed. The retrieval function is supported.

[0441] (4) Resource request

[0442] This process is initiated when a supplier requests cloud resources. Cloud resources refer to cloud servers, load balancers, public network IPs, cloud hard disks, etc. The resource request needs to be approved by relevant personnel of the tenderer, and the relevant cloud resources can be activated only after approval. The retrieval and configuration resource request adjustment are supported.

[0443] (5) General request

[0444] This process is used for suppliers to submit general applications, such as other types of application matters that are not in the "Change Application" or "Resource Application". General applications need to be approved by relevant personnel of the tenderer. After approval, the application content can be executed, and it supports adjusting and configuring general applications.

[0445] (6) Centralized management of health and hygiene dedicated network services

[0446] This module is used to provide centralized management functions for health and hygiene dedicated network services, including network access applications for health and hygiene dedicated networks, network change applications for health and hygiene dedicated networks, and centralized management ledgers for health and hygiene dedicated network services. It supports retrieving, adjusting, and configuring access to the health and hygiene dedicated network, as well as supporting changes.

[0447] V. Knowledge Portal

[0448] 1. Knowledge Portal User End

[0449] This module aims to provide services such as cloud product introductions, operation guides, case sharing, and solutions to common problems for users of the tenderer's business system. This module provides Web pages and mobile (H5) pages. Among them, the Web pages support integration into the business systems specified by the tenderer, and the mobile (H5) pages support integration into the WeChat official accounts specified by the tenderer. Users can select different service modules through the navigation bar on the page to obtain relevant information and assistance.

[0450] (1) Knowledge Portal Web and Mobile (H5) Pages

[0451] The knowledge portal provided by the embodiments of the present invention aims to provide users with Web and mobile (H5) pages that integrate functions such as knowledge search, recommended reading, and knowledge classification. Users can conveniently obtain the knowledge they need and improve work efficiency. After users enter the knowledge portal page, they can enter keywords in the search box to search for knowledge, or browse the recommended reading list or click on the knowledge classification to enter the classification details page. In the recommended reading list, users can view the summary information of the knowledge, including the title, abstract, and release time. In the classification details page, users can view all the knowledge under that classification.

[0452] (2) Knowledge Details Page

[0453] The knowledge details page is a page that displays knowledge classification information and knowledge information configured by the administrator. It supports the function of searching for knowledge documents under the current knowledge type and the function of quickly returning to the top. After users enter the knowledge details page, they can see the knowledge classification information and knowledge information configured by the administrator to which the knowledge belongs, including the knowledge title, knowledge type, publisher, release time, and details of the knowledge content. Users can quickly search for knowledge documents under the current knowledge type through the search function and can conveniently return to the top of the page through the function of quickly returning to the top.

[0454] (3) Knowledge Search

[0455] This module supports users to search for knowledge according to keywords and displays the total number of search results and the search result list on the search result page. The search result list contains knowledge summary information, including knowledge title, knowledge abstract, and knowledge release time. After the user enters the knowledge search page, they can enter keywords to search. The search result page will display the total number of search results and the search result list. The user can click on the knowledge title in the search result list to view the detailed information of the knowledge.

[0456] (4) Knowledge Classification View

[0457] Knowledge classification view is a module that supports multi-level knowledge classification filtering and viewing functions, aiming to help users find the required knowledge more efficiently. Users can select the required classification by clicking on the classification list, and the system will display all the knowledge under that classification.

[0458] (5) Visitors Can View

[0459] The knowledge portal user side supports the visitor access function. Users can view the articles reviewed and published by the background by the knowledge administrator without logging in to the system. The knowledge portal Web side entrance supports integration into the business system specified by the tenderer.

[0460] 2. Knowledge Portal Management Side

[0461] (1) Knowledge Management

[0462] This module is mainly for the background users of the knowledge portal. Through this module, the background users can manage the recommended reading knowledge list, including operations such as adding, removing, and modifying the order. At the same time, it supports selecting knowledge and adding it to the recommended reading section by filtering knowledge classification and searching for knowledge titles.

[0463] (2) Knowledge Classification Management

[0464] This module aims to provide users with a convenient and efficient way to manage knowledge types. Through this module, users can easily add, edit, and delete knowledge types, and perform operations such as editing type names, adding subtypes, hiding / restoring front-end display, and deleting knowledge types.

[0465] (3) Knowledge Batch Upload

[0466] Knowledge batch upload aims to help users quickly upload a large amount of knowledge content. This function provides an import template that users can download and fill in relevant information, and then batch upload it to the system, which will greatly improve the work efficiency of users and reduce the time and error rate of manual input.

[0467] (4) Multi - level Approval for Knowledge Release

[0468] The multi - level approval module for knowledge release aims to improve the quality and accuracy of knowledge release while ensuring the security of knowledge. Users with review permissions can conduct knowledge reviews on the knowledge review page. The knowledge review list should include the number, knowledge type, title, creator, front - end display status, and approval status, and operations such as viewing details, reviewing, and viewing the reasons for rejection can be performed. The knowledge review page supports filtering and querying knowledge by knowledge type, keywords, number, and creation time. The review process configuration supports at least a three - level approval process configuration, supports adding, editing, and deleting approval steps, and the review personnel roles can be configured under the approval steps. The role information is configured through the unified operation and maintenance management portal.

[0469] (5) My Knowledge

[0470] This module aims to display all the knowledge released by the currently logged - in user, including knowledge in the pending approval status. The knowledge list will display the number, knowledge type, knowledge title, creator, approval status, and creation time, and supports viewing knowledge details, editing knowledge, and viewing the reasons for rejection. In addition, this module also supports filtering and querying by knowledge type, keywords, number, and creation time.

[0471] 3. Configuration of the Back - end Management Portal

[0472] The administrator logs in to the unified operation and maintenance management platform, enters the identity and role configuration page, performs relevant configuration operations, and after saving the configuration, it will take effect on the knowledge portal management side.

[0473] VI. Mobile Workbench

[0474] 1. Mobile Work Orders

[0475] The mobile work order is a module that provides operation and maintenance work order processing, work order message reminders, and knowledge base search and viewing for operation and maintenance engineers. Its purpose is to improve the response speed and execution efficiency of operation and maintenance technical support services and provide more convenient services for users.

[0476] (1) Integration with Platforms such as DingTalk

[0477] It supports integrating mobile work orders into the mobile workbench of platforms such as DingTalk in the form of H5 micro - applications, facilitating users to process work orders on platforms such as DingTalk and improving work efficiency.

[0478] (2) Work Order Workbench

[0479] This module aims to help users quickly view and manage pending and completed work orders and provides a function to search for work orders. This module provides two main functional modules: a mobile work order list and a work order details page.

[0480] (3) Work Order Reminders

[0481] This module supports sending work notifications through DingTalk and other means, reminding users of new work orders and work order backlog warnings, helping users to handle work orders in a timely manner and improve work efficiency and quality. It includes the following functions:

[0482] A. New work order reminder: When a new work order is generated, users can send work notifications through DingTalk to remind relevant personnel to handle the work order in a timely manner.

[0483] B. Work order accumulation warning: When the work orders accumulate to a certain number, users can send work notifications through DingTalk to remind relevant personnel to handle the work orders in a timely manner.

[0484] (4) Work Order Knowledge Base

[0485] This module aims to provide a knowledge base for operation and maintenance engineers so that they can quickly find the corresponding knowledge documents when dealing with problems. The knowledge base will contain knowledge titles and knowledge contents.

[0486] (5) Personal Center

[0487] This function is designed to support the binding of unified operation and maintenance management platform accounts with DingTalk accounts, etc., so that users can log in to mobile work orders through DingTalk without logging in. The personal center supports displaying the name, unit, operation and maintenance account, and mobile phone number of the currently logged-in user, and must have the functions of unbinding and changing passwords.

[0488] 2. Mobile inspection

[0489] (1) Create an inspection work order

[0490] This module is designed to support proactive inspection services, improve equipment operation and maintenance efficiency, reduce failure rates, and ensure the normal operation of the business. It supports the use of mobile devices to inspect the equipment in the ledger under the established inspection plan. After the inspection is completed, the corresponding inspection records are generated and can be viewed on the unified operation and maintenance portal. If problems or hidden dangers are found during the inspection, the order can be submitted to the corresponding supplier engineer.

[0491] (2) Scanning device SN

[0492] This module supports two methods of equipment inspection: manual input of SN and scanning code to identify SN.

[0493] 3. Mobile visualization

[0494] This module aims to provide a mobile monitoring dashboard for operation and maintenance business leaders, so that they can understand the current situation and trends of operation and maintenance services anytime and anywhere, providing a data basis for decision-making. This dashboard will support statistical functions such as grouping operation and maintenance personnel by function, counting work order data on a weekly basis, analyzing equipment operation, counting the distribution of suppliers for unclosed work orders, and counting the trend of creating work orders in dimensions such as the last month, the last six months, the last year, and all.

[0495] 4. Mobile Process Center

[0496] (1) Process Workbench

[0497] The process workbench supports the functions of initiating processes and approving processes on mobile devices, aiming to help users handle work processes more efficiently and improve work efficiency.

[0498] (2) Integration with DingTalk, etc.

[0499] For example: ① Entrance: DingTalk Workbench

[0500] ② Login-free: Enter using DingTalk's login-free feature

[0501] ③ Messages: Use DingTalk Workbench to send process messages for notifications

[0502] A. Application scenario: To enable process center users to receive pending approval tasks and carbon copy messages in a timely manner, it is necessary to push message notifications to DingTalk and use DingTalk Workbench to send messages for notifications.

[0503] B. Message templates:

[0504] Approval notification template: <Applicant's name> has submitted <Process name>, please approve;

[0505] Rollback notification template:

Rollback Notification

[0506] Completion notification template:

Completion Notification

[0507] Method embodiments

[0508] According to an embodiment of the present invention, a unified operation and maintenance management and intelligent supervision method based on a large language model is provided. Figure 2 It is a flowchart of the unified operation and maintenance management and intelligent supervision method based on the large language model according to an embodiment of the present invention, as Figure 2 shown. The unified operation and maintenance management and intelligent supervision method based on the large language model according to an embodiment of the present invention specifically includes:

[0509] Step S201, providing a friendly operation interface, dashboard, and function navigation for users and managers through the front-end interface subsystem;

[0510] Step S202: Obtain multi-source data in real time through the back-end service subsystem, perform multi-type analysis on the multi-source data based on the large language model, and perform corresponding operations according to the analysis results;

[0511] Step S203: Provide unified operation and maintenance management and intelligent supervision services for users and managers through a number of core functional subsystems.

[0512] The embodiment of the present invention is a method embodiment corresponding to the above system embodiment. The specific operations of each step can be understood with reference to the description of the system embodiment, and will not be repeated here.

[0513] In summary, the embodiment of the present invention aims to provide a unified operation and maintenance management and intelligent supervision system based on the large language model to overcome the problems of difficult data integration, high false alarm rate of alarms, inaccurate fault prediction, and low degree of operation and maintenance automation in the prior art, so as to achieve efficient, intelligent, safe and reliable operation and maintenance management.

[0514] Device Embodiment 1

[0515] The embodiment of the present invention provides an electronic device, including: a memory, a processor, and a computer program stored on the memory and executable on the processor. When the computer program is executed by the processor, the steps described in the method embodiment are implemented.

[0516] Device Embodiment 2

[0517] The embodiment of the present invention provides a computer-readable storage medium, on which an implementation program for information transmission is stored. When the program is executed by a processor, the steps described in the method embodiment are implemented.

[0518] The computer-readable storage medium described in this embodiment includes, but is not limited to: ROM, RAM, magnetic disk or optical disk, etc.

[0519] Finally, it should be noted that the above embodiments are only used to illustrate the technical solutions of the present invention, rather than to limit them; although the present invention has been described in detail with reference to the foregoing embodiments, those of ordinary skill in the art should understand that they can still modify the technical solutions described in the foregoing embodiments, or perform equivalent replacements on some or all of the technical features; and these modifications or replacements do not make the essence of the corresponding technical solutions deviate from the scope of the technical solutions of the embodiments of the present invention.

Claims

1. A unified operation and maintenance management and intelligent supervision system based on a large language model, characterized in that: Several operation and maintenance and supervision script template components are provided, and the system includes a front-end interface subsystem, a back-end service subsystem and several core function subsystems that are connected to each other in communication; The front-end interface subsystem is used to provide users and managers with a friendly operation interface, dashboard and function navigation; The backend service subsystem is used to acquire multi-source data in real time and perform multi-type analysis on the multi-source data based on a large language model, and perform corresponding operations according to the analysis results; The several core functional subsystems are used to provide unified operation and maintenance management and intelligent supervision services for users and managers.

2. The system according to claim 1, characterized in that The dashboard is customized by users and managers by dragging and dropping script template components.

3. The system according to claim 1, characterized in that The backend service subsystem includes a data collection layer, a data processing layer, an intelligent analysis layer and a decision execution layer that are communicatively connected to each other; The data acquisition layer is used to acquire multi-source data in real time through the log system, monitoring tools, network equipment and operation and maintenance knowledge base, and transmit the multi-source data to the data processing layer; The data processing layer is used to clean, convert and store the multi-source data according to predefined data formats and field mapping rules using ETL tools, and transmit the standardized data to the intelligent analysis layer; The intelligent analysis layer is used to perform data analysis, fault prediction and anomaly detection on the standardized data using a large language model and a machine learning algorithm, and send the analysis results to the decision execution layer; The decision execution layer is used to generate warning information, automated repair tasks, core functional subsystem adjustment suggestions or recommended optimization solutions according to the analysis results, and perform corresponding operations; The multi-source data includes user project requirement information, supplier related information, user related information, business data of different tenants, system performance indicator data, operation information, historical failure cases and their solutions and technical documents, the latest operation and maintenance information and technical articles, and several types of service data; The user project requirement information includes project function requirements, testing requirements, system performance requirements, data storage requirements, operating environment requirements, training requirements, operation and maintenance service guarantee requirements, application system and data security guarantee requirements and project acceptance requirements.

4. The system according to claim 3, characterized in that The intelligent analysis layer is specifically used for: Analyze user needs according to the user project requirement information to obtain the analysis results of the operation and maintenance and supervision functions required by the user; A time series analysis algorithm and a deep learning algorithm are used to construct a fault prediction model based on the system performance indicator data, and potential fault points and performance degradation trends of the system are obtained through the prediction model; Use large language models to learn historical failure cases, solutions, technical documents, and the latest operation and maintenance information and technical articles to generate optimization results.

5. The system according to claim 4, characterized in that The decision execution layer is specifically used for: Adjust the scope of operation and maintenance and supervision functions provided by the core functional subsystem of the system based on the analysis results of the operation and maintenance and supervision functions required by the user; Generate alarm information based on the potential fault points of the system, parse the alarm information using NLP technology to obtain the alarm type and priority, and select a corresponding automated response mechanism according to the alarm type and priority; Dynamically adjusting system monitoring granularity and resource allocation according to the performance degradation trend; The optimization results are used to optimize the algorithms and models built into the system in real time.

6. The system according to claim 1, characterized in that The core functional subsystems include a unified operation and maintenance portal subsystem, a unified hotline subsystem, a unified process subsystem, a knowledge portal user terminal, a knowledge portal management terminal, a text robot user terminal and a text robot management terminal that are communicatively connected to each other; The unified operation and maintenance portal subsystem is used to provide basic operation functions; The unified hotline subsystem is used to provide customer service functions; The unified process subsystem is used to provide process management functions; The knowledge portal user terminal is used to provide knowledge service functions for users; The knowledge portal management terminal is used to provide knowledge management functions for managers; The text robot user terminal is used to provide users with several types of online service functions; The text robot management terminal is used to provide managers with several types of online management functions.

7. The system according to claim 6, characterized in that The unified operation and maintenance portal subsystem includes an operation management module, a service catalog management module, a supplier management module, an asset management module, a report management module and an inspection management module that are connected to each other in communication; The operation management module is used to provide basic operation configuration functions in the operation and maintenance service process; The service catalog management module is used to provide service catalog management, service status management, service warning, multi-dimensional query and display mode switching functions; The supplier management module is used to provide management functions for several cloud service providers; The asset management module is used to provide work order management functions; The report management module is used to provide report statistics and design functions; The inspection management module is used to provide inspection task management functions and inspection record management functions.

8. A unified operation and maintenance management and intelligent supervision method based on a large language model, characterized in that include: Provide users and managers with a friendly operation interface, dashboard and function navigation through the front-end interface subsystem; Acquire multi-source data in real time through the backend service subsystem and perform multi-type analysis on the multi-source data based on the large language model, and perform corresponding operations according to the analysis results; Through several core functional subsystems, unified operation and maintenance management and intelligent supervision services are provided to users and managers.

9. An electronic device, characterized in that: include: A memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the computer program, when executed by the processor, implements the steps of the unified operation and maintenance management and intelligent supervision method based on a large language model as described in claim 8.

10. A computer-readable storage medium, characterized in that: The computer-readable storage medium stores an implementation program for information transmission, and when the program is executed by the processor, the steps of the unified operation and maintenance management and intelligent supervision method based on a large language model as described in claim 8 are implemented.

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