IT service order dispatching method and device, electronic equipment, medium and program product

Abstract

The invention relates to the technical field of IT services, in particular to an IT service order dispatching method and device, electronic equipment, a medium and a program product, and the method comprises the steps: collecting at least one work order text submitted by at least one user; inputting the at least one work order text into a pre-constructed deep semantic analysis model to output key information and / or a structured tag of each work order text; and generating an IT service order dispatching strategy of each work order text by utilizing a dynamic order dispatching strategy according to the key information and the structured labels. According to the application, an intelligent service platform integrating multiple functions such as quick work order lifting, intelligent order sending and learning can be established, the processing efficiency of user problems can be greatly improved, unnecessary time waste and resource waste are reduced, an order sending process and a processing system are optimized, and the service experience feeling of operation and maintenance personnel and users is improved.

Description

Technical Field

[0001] The present application relates to the field of IT service technology, and in particular to an IT service dispatching method, device, electronic device, medium and program product. Background Art

[0002] In the relevant technologies, in the series of processes of IT services from sales to after-sales, most companies choose traditional offline channels, set up special departments to handle them, or use WeChat groups and telephone customer service hotlines, which are less efficient. Some companies will have their own separate websites or platforms that can provide consulting and other functions.

[0003] However, when the methods in the related technologies are used to dispatch and process work orders, offline consultation is difficult to expand the user base, WeChat groups may not be able to reply to messages in a timely manner, and channels such as separate websites or platforms are difficult to integrate. Resources and time are wasted when dispatching orders, and both the number of people processing and the user experience are reduced, which needs to be solved urgently. Summary of the invention

[0004] The present application provides an IT service dispatching method, device, electronic device, medium and program product to solve the problems in the related technical methods when dispatching and processing work orders, such as offline consultation is difficult to expand the user group, WeChat groups may not be able to reply to messages in time, separate websites or platforms and other channels are difficult to integrate, resources and time are wasted when dispatching orders, and both the processor and user experience are reduced.

[0005] The first aspect of the present application provides an IT service dispatching method, comprising the following steps: collecting at least one work order text submitted by at least one user; inputting the at least one work order text into a pre-built deep semantic analysis model to output key information and / or structured tags for each work order text; and generating an IT service dispatching strategy for each work order text using a dynamic dispatching strategy based on the key information and the structured tags.

[0006] Optionally, in one embodiment of the present application, the IT service dispatching strategy for each work order text is generated using a dynamic dispatching strategy based on the key information and the structured tags, including: obtaining at least one of the work order structured data of the IT service, the real-time status of the technician, and the historical processing efficiency data; optimizing the dynamic dispatching strategy based on at least one of the work order structured data, the real-time status of the technician, and the historical processing efficiency data.

[0007] Optionally, in an embodiment of the present application, it also includes: identifying the priority of each work order text; matching the weight of each work order text according to the priority, so as to modify the IT service dispatching strategy using the weight of each work order text.

[0008] Optionally, in an embodiment of the present application, it further includes: an historical work order library and a knowledge base associated with IT services; generating a processing strategy for the trouble ticket text of the at least one work order text based on the historical work order library and the knowledge base, so as to push the processing strategy while dispatching work orders.

[0009] Optionally, in an embodiment of the present application, it further includes: receiving problem information fed back by a user; constructing a system portrait and / or displaying the running information of the current system based on the problem information.

[0010] An IT service dispatching device provided by an embodiment of the second aspect of the present application includes: a collection module, configured to collect at least one work order text submitted by at least one user; an analysis module, configured to input the at least one work order text into a pre-constructed deep semantic analysis model to output key information and / or structured labels of each work order text; a dispatching module, configured to generate an IT service dispatching strategy for each work order text by using a dynamic dispatching strategy based on the key information and the structured labels.

[0011] Optionally, in an embodiment of the present application, the dispatching module includes: an obtaining unit, configured to obtain at least one of work order structured data of IT services, the real-time status of technicians, and historical processing efficiency data; an optimizing unit, configured to optimize the dynamic dispatching strategy according to at least one of the work order structured data, the real-time status of technicians, and historical processing efficiency data.

[0012] Optionally, in an embodiment of the present application, it further includes: an identification module, configured to identify the priority of each work order text; a correction module, configured to match the weight of each work order text according to the priority, so as to correct the IT service dispatching strategy by using the weight of each work order text.

[0013] Optionally, in an embodiment of the present application, it further includes: an association module, configured to associate an historical work order library and a knowledge base of IT services; a pushing module, configured to generate a processing strategy for the trouble ticket text of the at least one work order text based on the historical work order library and the knowledge base, so as to push the processing strategy while dispatching work orders.

[0014] Optionally, in an embodiment of the present application, it further includes: a receiving module, configured to receive problem information fed back by a user; a portrait module, configured to construct a system portrait and / or display the running information of the current system based on the problem information.

[0015] A third aspect embodiment of the present application provides an electronic device, including: a memory, a processor, and a computer program stored on the memory and executable on the processor, where the processor executes the program to implement the IT service dispatch method as described in the above embodiments.

[0016] A fourth aspect embodiment of the present application provides a computer-readable storage medium storing a computer program, which when executed by a processor implements the IT service dispatch method as above.

[0017] A fifth aspect embodiment of the present application provides a computer program product including a computer program, which when executed is used to implement the IT service dispatch method as above.

[0018] Embodiments of the present application can automatically convert the user's description into a work order text, and extract key information and structured data through a pre-established deep semantic analysis model, so as to intelligently and dynamically generate an IT service dispatch strategy for each work order text. Thus, an intelligent service platform integrating functions such as quickly creating work orders, intelligent dispatching, and learning functions is realized. By performing deep semantic analysis on the user's description, key information and structured tags are quickly extracted, and the corresponding processing personnel in the technical field are accurately matched; at the same time, considering whether the current personal situation of the processing personnel matches the current work order text of the user, it is possible to reduce the waiting time of the work order while more accurately matching the work order and the technical personnel; the priority of the work order text can be used to reasonably arrange the processing order and resource allocation according to the importance of the work order; moreover, in order to facilitate the processing personnel to process the work order text, the present application can also associate the historical work order library and knowledge base of IT services, and construct a system portrait and / or display the running information of the current system according to the problem information feedback by the user. This can greatly improve the processing efficiency of the processing personnel, reduce unnecessary time and resource waste, optimize the dispatch process and processing system, and enhance the service experience of the operation and maintenance personnel and users. Thus, the problems in the related art methods during work order dispatching and processing are solved, such as it is difficult to expand the user group through offline consultation, the WeChat group may not be able to reply messages in time, it is difficult to integrate channels such as individual websites or platforms, resources and time are wasted during dispatching, and the experience of both the processing personnel and the users has declined.

[0019] Additional aspects and advantages of the present application will be partially given in the following description, partially become apparent from the following description, or be understood through the practice of the present application. BRIEF DESCRIPTION OF THE DRAWINGS

[0020] The above and / or additional aspects and advantages of the present application will become apparent and easy to understand from the following description of the embodiments in conjunction with the drawings, where:

[0021] Figure 1Flowchart of an IT service dispatching method provided according to an embodiment of the present application;

[0022] Figure 2 Structural schematic diagram of an IT service dispatching device provided according to an embodiment of the present application;

[0023] Figure 3 Structural schematic diagram of an electronic device provided according to an embodiment of the present application.

[0024] Reference numerals:

[0025] 10 - IT service dispatching device: 100 - acquisition module, 200 - analysis module, and 300 - dispatching module; 301 - memory, 302 - processor, and 303 - communication interface. Detailed implementation manners

[0026] The embodiments of the present application will be described in detail below. Examples of the embodiments are shown in the accompanying drawings, where the same or similar reference numerals denote the same or similar elements or elements having the same or similar functions throughout. The embodiments described by referring to the accompanying drawings are exemplary and are intended to explain the present application, and should not be construed as a limitation to the present application.

[0027] The IT service dispatch method, device, electronic device, medium and program product according to the embodiments of the present application will be described below with reference to the accompanying drawings. In view of the problems in the related art method mentioned in the above background art that it is difficult to expand the user group through offline consultation, the WeChat group may not be able to reply to messages in a timely manner, it is difficult to integrate channels such as separate websites or platforms, resources and time are wasted during dispatch, and the experience of both the processor and the user has declined. The present application provides an IT service dispatch method. In this method, the description of the user can be automatically converted into a work order text, and key information and structured data can be extracted through a pre-established deep semantic analysis model, so as to intelligently and dynamically generate an IT service dispatch strategy for each work order text. Thus, an intelligent service platform integrating functions such as quickly submitting work orders, intelligent dispatch, and learning functions is realized. By performing deep semantic analysis on the user's description, key information and structured tags are quickly extracted, and processors in the corresponding technical field are quickly and accurately matched; at the same time, considering whether the current personal situation of the processor matches the current work order text of the user, it is possible to reduce the waiting time of the work order while more accurately matching the work order and the technician; the priority of the work order text can be used to reasonably arrange the processing order and resource allocation according to the importance of the work order; moreover, in order to facilitate the processor to process the work order text, the present application can also associate the historical work order library and knowledge base of IT services, and construct a system portrait and / or display the running information of the current system according to the problem information feedback by the user. Thus, the processing efficiency of the processor can be greatly improved, unnecessary time waste and resource waste can be reduced, the dispatch process and processing system can be optimized, and the service experience of the operation and maintenance personnel and users can be improved. Thus, the problems in the related art method during work order dispatch and processing, such as difficulty in expanding the user group through offline consultation, inability to reply to messages in a timely manner in the WeChat group, difficulty in integrating channels such as separate websites or platforms, wasting resources and time during dispatch, and declining experience of both the processor and the user, are solved.

[0028] Specifically, Figure 1 is a flowchart of an IT service dispatch method provided by an embodiment of the present application.

[0029] As Figure 1 shown, the IT service dispatch method includes the following steps:

[0030] In step S101, at least one work order text submitted by at least one user is collected.

[0031] It can be understood that the user here refers to the relevant user who needs to achieve certain goals through IT services. In some embodiments, users will encounter a series of problems that need to be understood or solved in many aspects of daily life, and most users will be difficult to actually go to the actual location to understand the situation or seek help due to actual situations. At this time, IT services become an important channel.

[0032] In an actual scenario, IT services also adopt the establishment of WeChat groups or email groups to receive and maintain these users. However, most of these users have many problems in the WeChat groups and email groups, and the corresponding processing personnel cannot guarantee to reply to each user's message in each group in a timely manner, which is likely to reduce the user experience and it is difficult to maintain user stickiness. Therefore, the embodiments of the present application can, but are not limited to, obtain user messages from multiple platforms and multiple channels in a timely manner by establishing an IT intelligent service desk platform or system, so as to complete various services for users through the IT platform.

[0033] For example, user A sends a message in WeChat group a to want to know the differences in the protection scopes of different products, user B sends a message in WeChat group b to want to consult how to install the purchased computer, user C sends a message in the email group to want to apply for some resources through the platform, and the problems of other users are different. There will be more communication when replying to one person, and it is easy to miss and then miss replying to the messages of other users or the reply speed to users is different. In this case, it is very easy to miss some sales opportunities or cause user dissatisfaction.

[0034] Based on this, the embodiments of the present application can, but are not limited to, build an IT intelligent service desk H5 (an intelligent customer service platform based on HTML5 (H5) technology), which can make full use of the cross-platform nature, rich API interfaces and powerful interaction capabilities of H5 to provide an efficient, convenient and intelligent user service solution for enterprises.

[0035] Users can submit their personal needs to the platform through text or pictures. After obtaining the user information through the platform, in order to more quickly understand the user's problems and make targeted and effective processing, the present application can automatically convert the information submitted by the user into a certain work order text after collecting it, so as to realize obtaining the user's demand information based on the intelligent service desk, and timely and completely understand the user's situation to facilitate corresponding replies or processing.

[0036] Among them, the IT intelligent service desk H5 in the embodiments of the present application can integrate multiple platforms and multiple channels, connect to the operation and maintenance management platform, and use RPA technology to realize the unified automatic generation of work order texts for multiple channels. The specific work order generation method can be set or adjusted by professional technical personnel in the field according to the actual situation. Here, only an exemplary illustration is given and no specific limitation is made.

[0037] Step S102, input at least one work order text into a pre-constructed deep semantic analysis model to output the key information and / or structured tags of each work order text.

[0038] It can be understood that the pre-constructed deep semantic analysis model here refers to a semantic analysis model constructed to better understand the messages input by users. For example, in the embodiments of the present application, different surveys can be conducted for different user groups, and a large amount of text data containing the text input by the user group when using IT services, such as fault occurrence, after-sales processing, etc., can be collected as a corpus. Then, the embodiments of the present application can perform data preprocessing on the collected text data, including data cleaning and format conversion, etc. Then, a basic pre-trained language model such as BERT is selected, fine-tuned on the above corpus, and a loss function is established in combination with the recognition error generated during the training process. The model parameters are adjusted with this loss function to adapt to the corresponding semantic analysis task. The processed text data is input into the fine-tuned model, and the model outputs the semantic label corresponding to the text (such as fault detection), thereby obtaining the semantic analysis model required by the embodiments of the present application.

[0039] In some embodiments, in order to better understand the user's requirement information, the present application can, but is not limited to, perform deep semantic analysis on the work order text (such as fault description, service request) submitted by the user through a pre-constructed deep semantic analysis model, so as to extract the key information or structured label or key information and structured label of each work order text.

[0040] Among them, the key information here can be understood as the key data in the user's work order text that can reflect the core characteristics of the user's problem. For example, the problem type of the work order text, the device model or object category involved in the problem, and the urgency, etc.

[0041] For example, for example, the user's message information is: "My router is broken and must be repaired as soon as possible". At this time, three key information, namely "router", "broken", and "repair", can be extracted, and the structured label of the work order text can be generated.

[0042] Among them, the structured label here can be understood as a label for classifying and annotating the work order text submitted by the user according to specific rules and structures. With such a clear structured label, the work order text can have a hierarchical structure or a fixed format, as well as clear semantic and logical relationships, which helps the IT intelligent service desk to quickly and accurately understand and process relevant information.

[0043] For example, "Network Failure - Router - High Priority" is a structured tag. In this structured tag, "Network Failure" is the first-level classification, indicating the major category to which the problem belongs; "Router" is the second-level classification, further clarifying the specific device where the failure occurred; "High Priority" is the annotation of the importance of handling this failure. "Product - Electronic Product - Mobile Phone - Smart Phone - 5G Mobile Phone", etc., are successively broken down from the major product category to electronic products, then to the mobile phone category, further clarified as a smart phone, and finally specifically to a 5G mobile phone.

[0044] And the key information in the embodiments of the present application may also include but is not limited to key contents such as the basic information of the user, the processing progress and results, and additional information. These information help the IT service company comprehensively understand the problems and needs of users and improve the efficiency and quality of after-sales service.

[0045] Step S103, generate an IT service dispatching policy for each work order text according to the key information and the structured tag using a dynamic dispatching policy.

[0046] In the actual execution process, after obtaining the key information and the structured tag in the user's work order text, there is a need for corresponding handlers or handling departments, etc., to handle the user's messages and problems. At this time, the present application can generate a corresponding IT service dispatching policy for each work order text according to the key information and the structured tag in the work order text.

[0047] When generating a corresponding IT service dispatching policy for each work order text, the embodiments of the present application can be implemented but are not limited to based on a dynamic dispatching policy. Among them, the dynamic dispatching policy can be understood here as a policy that flexibly and intelligently generates a dispatching plan according to the key information and the structured tag of the work order, as well as real-time resource conditions, such as the busy and idle status of technicians, skill matching degree, and other factors, and dynamically adjusts the dispatching result according to the key information and the structured tag of the work order and various factors to achieve efficient IT service allocation.

[0048] For example, a work order text description is "The network in user A's home is interrupted. After preliminary inspection, it may be a failure of the core router at address B and needs to be urgently processed". The key information extracted from it is "Network interruption in user A's home", "Core router", "Address B", etc., and the structured tag can be set as "Network Failure - Core Router - Medium Priority".

[0049] According to the dynamic dispatching policy, the platform discovers that technician Li X, who is good at handling router failures and has a relatively low current workload, can then dispatch this work order to Li X.

[0050] For another example, when a user consults the specifications and usage information of a product before purchasing it, it can be determined that the corresponding agent for this user should be the person handling pre-sales consultations. Then, the work order text can be dispatched to at least one person in the pre-sales consultation department. When a user needs after-sales service after purchasing a product, it can be determined that the corresponding agent for this user should be the person handling after-sales issues. That is, the work order text can be dispatched to at least one person in the after-sales department.

[0051] Among them, when determining the handler for each work order, the dispatching model in the embodiments of this application can be determined by, but not limited to, information such as the IT service system, business lines, and work order descriptions.

[0052] Here, the IT service system can be understood as a comprehensive information system of the company corresponding to IT services, which covers various business processes of the company. The business line here refers to different types of IT service businesses engaged by the company, such as electronic product sales, financial management services, insurance services, etc. The work order description in IT services is usually used to record the problems or requirements of customers and track the processing progress, and can include, but not limited to, elements such as work order numbers, customer information, problem descriptions, processing requirements, and processing progress.

[0053] Thus, the embodiments of this application can determine the corresponding handler according to different systems, different business lines, and different work order descriptions, thereby achieving the effect of optimizing the dispatching process.

[0054] The embodiments of this application can quickly and accurately assign work orders to the most suitable handlers by combining the key information and structured tags of the work order text with information such as the IT service system, business lines, and work order descriptions, improving the dispatching efficiency and accuracy, and reducing the problem handling time. At the same time, dynamically adjusting the dispatching based on real-time information can make full use of human resources, optimize the IT service process, improve the overall service quality, greatly optimize the work efficiency and work content of operation and maintenance personnel, technical personnel, etc., and save the waste of labor costs caused by the inconsistency between professional work content and user messages.

[0055] Optionally, in an embodiment of this application, an IT service dispatching strategy for each work order text is generated using a dynamic dispatching strategy based on key information and structured tags, including: obtaining at least one of the structured data of IT service work orders, the real-time status of technical personnel, and historical processing efficiency data; optimizing the dynamic dispatching strategy according to at least one of the structured data of IT service work orders, the real-time status of technical personnel, and historical processing efficiency data.

[0056] Based on the relevant descriptions of other embodiments, it can be understood that this application can generate an IT service dispatching policy for each work order text according to the user's key information and structured data. Comprehensive consideration can be given to various factors such as the technical fields that the processing personnel are good at or their idle status, etc.

[0057] In the actual execution process, considering that the service fields responsible for by technical personnel are different, and there may be other service work when dispatching the work order text, etc., in order to improve the timely and effective processing after the work order is dispatched to technical personnel, this application can optimize the dynamic dispatching policy according to at least one of the work order structured data, the real-time status of technical personnel (such as geographical location, skill tags, current working status), and historical processing efficiency data.

[0058] Among them, the work order structured data of IT services can be understood here as the work order data that has been sorted out and has clear formats and logical relationships. For example, the work order structured data may include information such as the type of work order (such as hardware failure, software problem), the urgency level, the devices or systems involved, the fault description, etc. These information can be organized according to certain rules to facilitate the processing and analysis by the service platform.

[0059] Specifically, the IT service platform in the embodiments of this application can first obtain at least one of the work order structured data, the real-time status of technical personnel, and the historical processing efficiency data of the work order text, and then optimize the dynamic dispatching policy according to the obtained data.

[0060] For example, if the information in the work order structured data is a router failure, and a certain technical personnel has a high historical processing efficiency and is currently idle, then when there is a suitable work order, it will be preferentially assigned to him; if the technical personnel with the highest historical processing efficiency is currently in a non-idle state, then check the next technical personnel with the highest historical efficiency until finding the one with the highest historical efficiency among the currently idle technical personnel, and assign the work order to this personnel.

[0061] Another example is that the IT department of a certain company receives a work order, and the structured data shows that it is a server hardware failure and the urgency level is high. At this time, the system obtains the real-time status of technical personnel and finds that technical personnel A, who is adapted to the technical field and has the highest historical processing efficiency, is in a working state, and technical personnel B is also in a working state, but technical personnel B is located near the user and the current work task is about to end, with a high degree of convenience. And through the historical processing efficiency data, it is known that the average time for technical personnel B to handle server hardware failures is short and the success rate is also in the top 5% of all technical personnel. Therefore, the dynamic dispatching policy can also preferentially assign this work order to technical personnel B.

[0062] Embodiments of the present application can comprehensively consider various data, allocate work orders based on the real-time status and historical efficiency of technicians, quickly allocate emergency work orders to the most suitable technicians, thereby reducing the waiting time of work orders while more accurately matching work orders and technicians, avoiding uneven workloads among technicians, giving full play to the capabilities of each technician, and improving the efficiency and quality of IT services as well as customer satisfaction.

[0063] Optionally, in an embodiment of the present application, it further includes: identifying the priority of each work order text; matching the weight of each work order text according to the priority, so as to correct the IT service dispatching policy by using the weight of each work order text.

[0064] As a possible implementation manner, in addition to considering the status of technicians, embodiments of the present application also consider the core tasks of work order texts, and correct the IT service dispatching policy according to the priority of the tasks. For the convenience of task management, when correcting the IT service dispatching policy according to the priority of the tasks, the corresponding weight can be matched according to the priority of each work order text task, and then the IT service dispatching policy can be corrected by using this weight.

[0065] Among them, the priority of the work order text can be understood here as the level division of the work order according to factors such as the urgency and importance of the problem described in the work order. For example, a system failure that affects the business operations of the entire company can be set as a high-priority work order, while some minor problems that do not affect the core business may be set as low-priority work orders. By clarifying the priority, the order of processing work orders can be determined. The weight of the work order text is a numerical value corresponding to the priority of the work order, which can be used to measure the relative importance of work orders with different priorities.

[0066] It should be noted that the specific priority and corresponding weight of the work order can be determined by professional technicians in this technical field according to actual needs or experience. For example, the weight of a high-priority work order is large, which is 5, and the weight of a low-priority work order is small, which is 1. The embodiments of the present application only make exemplary explanations for this and do not make specific limitations.

[0067] For example, the IT department of the company receives two work orders. Work order one is that the company's financial system fails, resulting in the inability to carry out financial work normally, and it is determined as a high-priority work order with a set weight of 5; work order two is that a certain employee's computer printer cannot print, which does not affect the core business, and it is determined as a low-priority work order with a set weight of 1. When dispatching work orders, the service platform will first allocate resources to work order one according to the weight, arrange experienced technicians to handle the financial system failure first, and after it is processed or when there are other idle technicians, arrange to handle the printer problem.

[0068] In addition, when the urgency of a task is extremely high, that is, when the priority is extremely high, the weight of the work order text task can also be adjusted temporarily. For example, a computer printer not being able to print normally has a low priority, but if urgent printing of meeting materials is required, the weight at this time should be adaptively changed, from 1 to 3 or 5, etc., for nearby order assignment.

[0069] The embodiments of the present application can incorporate the optimization of the priority of work orders and the corresponding weights into the considerations of the order assignment strategy, enabling work orders with high weights (high priorities) to be processed first, so as to reasonably arrange the processing order and resource allocation according to the importance of work orders, ensure that relevant departments can give priority to handling problems with the greatest impact on the business, improve the recovery speed of key services, and reduce business losses; and through the quantitative method of weights, resources can be allocated more scientifically, avoiding excessive concentration of resources on low-priority work orders, and improving the efficiency and quality of overall IT services.

[0070] Optionally, in an embodiment of the present application, it further includes: associating the historical work order library and knowledge base of IT services; generating at least one processing strategy for the fault work order text of the work order text based on the historical work order library and knowledge base, so as to push the processing strategy while dispatching orders.

[0071] In other embodiments, for the convenience and practicality of using the service platform, the present application can also associate the service platform with the historical work order library and knowledge base of IT services, facilitating the generation of corresponding processing strategies based on the actual fault work order text using the historical work order library and knowledge base, so as to push the processing strategy while dispatching orders, forming a closed-loop learning and greatly improving the processing efficiency of technicians.

[0072] Among them, the historical work order library can include but is not limited to detailed records of various past processed fault work orders, such as problem descriptions, processing procedures, solutions, processing times, etc. The knowledge base mainly stores various technical knowledge, operation manuals, common question answers, technical documents, etc. related to specific technical fields, and can also be general general technical knowledge, providing theoretical support and reference basis for solving various problems.

[0073] For example, the IT department of the company receives a trouble ticket described as "frequent disconnections occur in the company's internal network". After the service platform associates the historical trouble ticket library and the knowledge base, it finds that there are similar trouble ticket records in the past, which are caused by an incorrect setting of a certain port of the router, resulting in network instability. And there are detailed descriptions and operation steps about router port settings in the knowledge base. Therefore, the processing strategy generated by the service platform is as follows: First, check whether the settings of the corresponding port of the router are correct, and if there are errors, modify them according to the guidance in the knowledge base; if the port settings are correct, further check whether the network cable is damaged or other possible reasons. At the same time, this processing strategy is sent to the technical personnel responsible for network maintenance together with the trouble ticket.

[0074] In the embodiment of the present application, when receiving a new trouble ticket text, by associating the historical trouble ticket library and the knowledge base, similar problem records in the historical trouble tickets can be automatically searched, making full use of past experience and knowledge, obtaining relevant technical knowledge and solutions from the knowledge base, and then generating a processing strategy for the current trouble ticket by integrating this information. In this way, when the trouble ticket is sent to the technical personnel, the corresponding processing strategy is also pushed to them, enabling the technical personnel to quickly understand the nature of the problem and possible solutions, accelerating the technical personnel's problem positioning and solving speed, and reducing the time and difficulty of problem handling.

[0075] Optionally, in an embodiment of the present application, it further includes: receiving problem information fed back by the user; constructing a system portrait and / or displaying the running information of the current system based on the problem information.

[0076] In some embodiments, after the trouble ticket is sent to the technical personnel to handle the user's problem, in order to improve the quality of problem handling and avoid the same problem from occurring again or multiple times, the present application can receive the problem information fed back by the user, and construct a system portrait or display the running information of the current system or display the running information of the current system while constructing a system portrait according to the problem information of the user.

[0077] Specifically, the present application can use a pre-established deep semantic analysis model to perform natural language processing on the problem information fed back by the user, understand the semantics and context of the problem, and extract information related to the system or device involved. Then, using the knowledge about various systems and devices possessed by the pre-established deep semantic analysis model, as well as relevant data collected from the enterprise IT system (such as system logs, performance monitoring data, etc.), analyze and model the specified system or device. By integrating multi-dimensional data, a system portrait is generated to visually or structurally display the running situation of the current system, including information such as the health status, performance bottleneck, and potential risks of the system.

[0078] For example, the user feedback is "The company's email system cannot send emails today, with a connection error prompt". After the pre-established deep semantic analysis model receives this problem, it identifies that the system involved in this work order is the email system. At this time, the embodiment of the present application can obtain data of the email system-related server from the company's IT monitoring system, such as the CPU usage rate, memory occupancy, network connection status of the server, and the log file of the email system, etc. After analysis, the large model constructs a portrait of the email system, showing that the network connection of the current email server is abnormal, there are a large number of connection requests timed out, and at the same time, the CPU usage rate increases due to processing these abnormal connection requests. Thus, it is judged that the network connection problem may be the reason for the inability to send emails, and these information are intuitively displayed in the system portrait.

[0079] The embodiment of the present application can automatically construct a system portrait through the large model according to the system or device involved in the problem feedback by the user, which helps the IT dispatch service platform quickly locate the problem according to the detailed information presented in the system portrait, accurately judge the type and severity of the problem, and accurately assign the work order to the corresponding professional technical personnel, improving the accuracy and efficiency of dispatch. And the technical personnel can also understand the problem background and system operation status in advance according to the system portrait, make full preparations, so as to solve the problem more efficiently, reduce the impact time of system failures on the business, and improve the quality of IT services and user satisfaction.

[0080] The IT service dispatch method proposed according to the embodiments of the present application can automatically convert the user's description into a work order text, and extract key information and structured data through a pre-established deep semantic analysis model, so as to intelligently and dynamically generate an IT service dispatch strategy for each work order text. Thus, an intelligent service platform integrating functions such as quickly creating work orders, intelligent dispatching, and learning functions is realized. By performing deep semantic analysis on the user's description, key information and structured tags are quickly extracted, and the corresponding processing personnel in the technical field are quickly and accurately matched; at the same time, considering whether the current personal situation of the processing personnel matches the current work order text of the user, it is possible to reduce the waiting time of the work order while more accurately matching the work order and the technical personnel; the priority of the work order text can be used to reasonably arrange the processing order and resource allocation according to the importance of the work order; moreover, in order to facilitate the processing personnel to process the work order text, the present application can also associate with the historical work order library and knowledge base of IT services, and construct a system portrait and / or display the running information of the current system according to the problem information feedback by the user. Thus, the processing efficiency of the processing personnel can be greatly improved, unnecessary time waste and resource waste can be reduced, the dispatch process and processing system can be optimized, and the service experience of the operation and maintenance personnel and users can be improved. Thus, the problems in the related art methods during work order dispatch and processing are solved, such as it is difficult to expand the user group through offline consultation, the WeChat group may not be able to reply to messages in time, it is difficult to integrate channels such as a separate website or platform, resources and time are wasted during dispatch, and the experience of both the processor and the user has decreased.

[0081] Next, the IT service dispatch device proposed according to the embodiments of the present application will be described with reference to the accompanying drawings.

[0082] Figure 2 It is a schematic structural diagram of the IT service dispatch device according to the embodiments of the present application.

[0083] As Figure 2 shown, the IT service dispatch device 10 includes: a collection module 100, an analysis module 200, and a dispatch module 300.

[0084] Among them, the collection module 100 is used to collect at least one work order text submitted by at least one user.

[0085] The analysis module 200 is used to input at least one work order text into a pre-constructed deep semantic analysis model to output the key information and / or structured tags of each work order text.

[0086] The dispatch module 300 is used to generate an IT service dispatch strategy for each work order text by using a dynamic dispatch strategy according to the key information and structured tags.

[0087] Optionally, in an embodiment of the present application, the dispatch module 300 includes: an acquisition unit and an optimization unit.

[0088] Among them, an acquisition unit is configured to acquire at least one of the work order structured data of the IT service, the real-time status of the technician, and the historical processing efficiency data.

[0089] An optimization unit is configured to optimize the dynamic dispatch policy according to at least one of the work order structured data, the real-time status of the technician, and the historical processing efficiency data.

[0090] Optionally, in an embodiment of the present application, it further includes: an identification module and a correction module.

[0091] Among them, the identification module is configured to identify the priority of each work order text.

[0092] The correction module is configured to match the weight of each work order text according to the priority, so as to correct the IT service dispatch policy by using the weight of each work order text.

[0093] Optionally, in an embodiment of the present application, it further includes: an association module and a push module.

[0094] Among them, the association module is configured to associate the historical work order library and the knowledge base of the IT service.

[0095] The push module is configured to generate a processing policy for at least one trouble work order text according to the historical work order library and the knowledge base, so as to push the processing policy while dispatching the order.

[0096] Optionally, in an embodiment of the present application, it further includes: a receiving module and a profiling module.

[0097] Among them, the receiving module is configured to receive the problem information fed back by the user.

[0098] The profiling module is configured to construct a system profile and / or display the running information of the current system based on the problem information.

[0099] It should be noted that the foregoing explanation of the embodiments of the IT service dispatch method also applies to the IT service dispatch device of this embodiment, and will not be elaborated here.

[0100] The IT service dispatch device proposed according to the embodiments of the present application can automatically convert the user's description into a work order text, extract key information and structured data through a pre-established deep semantic analysis model, and thus intelligently and dynamically generate an IT service dispatch strategy for each work order text. Thereby, an intelligent service platform integrating multiple functions such as quickly creating work orders, intelligent dispatching, and learning functions is realized. By performing deep semantic analysis on the user's description, key information and structured tags are quickly extracted, and the corresponding processing personnel in the technical field are quickly and accurately matched; at the same time, considering whether the current personal situation of the processing personnel matches the current work order text of the user, it is possible to reduce the waiting time of the work order while more accurately matching the work order and the technical personnel; the priority of the work order text can be used to reasonably arrange the processing sequence and resource allocation according to the importance of the work order; moreover, in order to facilitate the processing personnel to process the work order text, the present application can also associate the historical work order library and knowledge base of the IT service, and construct a system portrait and / or display the running information of the current system according to the problem information feedback by the user. Thereby, the processing efficiency of the processing personnel can be greatly improved, unnecessary time waste and resource waste can be reduced, the dispatching process and processing system can be optimized, and the service experience of the operation and maintenance personnel and users can be enhanced. Thereby, the problems in the related technologies are solved, such as it is difficult to expand the user group through offline consultation when dispatching and processing work orders, the WeChat group may not be able to reply to messages in time, it is difficult to integrate channels such as separate websites or platforms, resources and time are wasted during dispatching, and the experience of both the processing personnel and the users has declined.

[0101] Figure 3 It is a schematic structural diagram of an electronic device provided by an embodiment of the present application. The electronic device may include:

[0102] A memory 301, a processor 302, and a computer program stored on the memory 301 and executable on the processor 302.

[0103] When the processor 302 executes the program, it implements the IT service dispatch method provided in the above embodiment.

[0104] Furthermore, the electronic device further includes:

[0105] A communication interface 303 for communication between the memory 301 and the processor 302.

[0106] The memory 301 is used to store a computer program executable on the processor 302.

[0107] The memory 301 may include a high-speed RAM memory, and may also include a non-volatile memory, such as at least one disk memory.

[0108] If the memory 301, the processor 302, and the communication interface 303 are implemented independently, the communication interface 303, the memory 301, and the processor 302 can be interconnected through a bus and communicate with each other. The bus can be an Industry Standard Architecture (ISA) bus, a Peripheral Component Interconnect (PCI) bus, an Extended Industry Standard Architecture (EISA) bus, etc. The bus can be divided into an address bus, a data bus, a control bus, etc. For the sake of convenience of representation, Figure 3 only a thick line is used to represent it in Figure 3 , but it does not mean that there is only one bus or one type of bus.

[0109] Optionally, in a specific implementation, if the memory 301, the processor 302, and the communication interface 303 are integrated on a single chip, the memory 301, the processor 302, and the communication interface 303 can communicate with each other through an internal interface.

[0110] The processor 302 may be a Central Processing Unit (CPU), or an Application Specific Integrated Circuit (ASIC), or one or more integrated circuits configured to implement the embodiments of the present application.

[0111] The embodiments of the present application further provide a computer-readable storage medium, on which a computer program is stored, and when the program is executed by a processor, the above IT service dispatching method is implemented.

[0112] The embodiments of the present application further provide a computer program product, including a computer program, and the computer program can run computer instructions, and when the computer instructions are executed by a processor, the IT service dispatching method provided by the embodiments of the present application is implemented.

[0113] In the description of this specification, the descriptions referring to terms such as "one embodiment", "some embodiments", "examples", "specific examples", or "some examples", etc., mean that the specific features, structures, materials, or characteristics described in connection with the embodiment or example are included in at least one embodiment or example of this application. In this specification, the schematic expressions of the above terms do not necessarily refer to the same embodiment or example. Moreover, the specific features, structures, materials, or characteristics described can be combined in any one or N embodiments or examples in a suitable manner. In addition, without contradiction, those skilled in the art can combine and combine the different embodiments or examples described in this specification and the features of different embodiments or examples.

[0114] In addition, the terms "first" and "second" are only used for descriptive purposes and cannot be understood as indicating or implying relative importance or implicitly specifying the quantity of the indicated technical features. Thus, the features defined with "first" and "second" may explicitly or implicitly include at least one of such features. In the description of this application, the meaning of "N" is at least two, such as two, three, etc., unless otherwise specifically defined.

[0115] Any process or method description shown in the flowchart or described in other ways herein can be understood as representing a module, segment, or part of code including one or N executable instructions for implementing a customized logic function or process, and the scope of the preferred embodiments of this application includes additional implementations, where the functions can be executed in a substantially simultaneous manner or in the reverse order according to the functions involved, rather than in the order shown or discussed, which should be understood by those skilled in the art to which the embodiments of this application belong.

[0116] The logic and / or steps represented in the flowchart or otherwise described herein, for example, can be considered as a definitional sequence list of executable instructions for implementing logical functions, and can be embodied specifically in any computer-readable medium for use by an instruction execution system, apparatus, or device (such as a computer-based system, a system including a processor, or other systems that can fetch instructions from the instruction execution system, apparatus, or device and execute the instructions), or used in conjunction with these instruction execution systems, apparatus, or devices. For the purposes of this specification, a "computer-readable medium" can be any device that can contain, store, communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device. More specific examples (a non-exhaustive list) of the computer-readable medium include the following: an electrical connection part (electronic device) having one or N wirings, a portable computer diskette (magnetic device), a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber device, and a portable compact disc read-only memory (CDROM). Additionally, the computer-readable medium can even be paper or other suitable media on which the program can be printed, because the program can be obtained electronically by optically scanning the paper or other media, followed by editing, interpretation, or otherwise processing as appropriate, and then stored in a computer memory.

[0117] It should be understood that the various parts of the present application can be implemented by hardware, software, firmware, or a combination thereof. In the above-described embodiments, the N steps or methods can be implemented by software or firmware stored in a memory and executed by a suitable instruction execution system. If implemented in hardware, as in another embodiment, any one or a combination of the following techniques well known in the art can be used: discrete logic circuits having logic gate circuits for implementing logical functions on data signals, application specific integrated circuits having appropriate combinational logic gate circuits, programmable gate arrays (PGAs), field programmable gate arrays (FPGAs), and the like.

[0118] Those of ordinary skill in the art of this technology can understand that all or part of the steps carried by the methods of the above-described embodiments can be completed by instructing relevant hardware through a program, and the program can be stored in a computer-readable storage medium. When the program is executed, it includes one or a combination of the steps of the method embodiments.

[0119] In addition, each functional unit in various embodiments of the present application may be integrated into one processing module, or each unit may exist physically alone, or two or more units may be integrated into one module. The above-mentioned integrated module may be implemented in the form of hardware or in the form of a software functional module. When the integrated module is implemented in the form of a software functional module and sold or used as an independent product, it may also be stored in a computer-readable storage medium.

[0120] The above-mentioned storage medium may be a read-only memory, a magnetic disk, an optical disc, etc. Although the embodiments of the present application have been shown and described above, it can be understood that the above embodiments are exemplary and should not be construed as limiting the present application. Those of ordinary skill in the art can make changes, modifications, substitutions, and variations to the above embodiments within the scope of the present application.

Claims

1. An IT service dispatch method, characterized in that, Including the following steps: Collecting at least one work order text submitted by at least one user; Inputting the at least one work order text into a pre-constructed deep semantic analysis model to output key information and / or structured tags for each work order text; Generating an IT service dispatching policy for each work order text by using a dynamic dispatching policy based on the key information and the structured tags.

2. The method according to claim 1, wherein The generating an IT service dispatching policy for each work order text by using a dynamic dispatching policy based on the key information and the structured tags includes: Obtaining at least one of work order structured data of IT services, real-time status of technicians, and historical processing efficiency data; Optimizing the dynamic dispatching policy according to at least one of the work order structured data, real-time status of technicians, and historical processing efficiency data.

3. The method according to claim 1, wherein It further includes: Identifying the priority of each work order text; Matching the weight of each work order text according to the priority to correct the IT service dispatching policy by using the weight of each work order text.

4. The method according to claim 1, wherein It further includes: Associating the historical work order library and knowledge base of IT services; Generating a processing policy for the fault work order text of the at least one work order text according to the historical work order library and the knowledge base to push the processing policy while dispatching.

5. The method according to claim 1, characterized in that, It further includes: Receiving problem information fed back by the user; Constructing a system portrait and / or displaying the running information of the current system based on the problem information.

6. An IT service dispatch device, characterized in that, It includes: A collection module for collecting at least one work order text submitted by at least one user; An analysis module for inputting the at least one work order text into a pre-constructed deep semantic analysis model to output key information and / or structured tags for each work order text; A dispatching module for generating an IT service dispatching policy for each work order text by using a dynamic dispatching policy based on the key information and the structured tags.

7. The IT service dispatch device according to claim 6, wherein The dispatching module includes: An obtaining unit for obtaining at least one of work order structured data of IT services, real-time status of technicians, and historical processing efficiency data; An optimizing unit for optimizing the dynamic dispatching policy according to at least one of the work order structured data, real-time status of technicians, and historical processing efficiency data.

8. An electronic device, characterized in that, It includes: A memory, a processor, and a computer program stored on the memory and executable on the processor, and the processor executes the program to implement the IT service dispatching method according to any one of claims 1-5.

9. A computer-readable storage medium having a computer program stored thereon, characterized in that, The program is executed by the processor to be used for implementing the IT service dispatching method according to any one of claims 1-5.

10. A computer program product, comprising a computer program, characterized in that, When the computer program is executed, it is used for implementing the IT service dispatching method according to any one of claims 1-5.

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