Customer service journey intelligent construction and analysis system based on mapping

Abstract

The invention discloses a client service journey intelligent construction and analysis system based on mapping, and belongs to the technical field of big data processing. The method and the device are used for solving the technical problem of poor active supervision and multi-dimensional analysis prompt effects of customer service journey construction data in the existing scheme. According to the method, link processing supervision sequences of different processing links corresponding to the data source are obtained through supervision and processing combination of data processing of different processing links corresponding to the atlas access data source, and data processing analysis is performed on result feedback aspects of the data source processed by the different processing links. The method comprises the following steps: carrying out integrated analysis on supervision processing data of different processing links in the early stage, determining data processing states corresponding to the different processing links, carrying out targeted upgrading prompt, carrying out integrated analysis on supervision processing data of different result feedback in the early stage, determining a resource support state corresponding to a map, and carrying out resource management on the map. And a targeted upgrading prompt is implemented.

Description

Technical Field

[0001] This invention relates to the field of big data processing technology, specifically to a graph-based intelligent construction and analysis system for customer service journeys. Background Technology

[0002] The construction and analysis of the customer service journey refers to the process by which enterprises plan, monitor, and optimize every touchpoint in the interaction between customers and the company in order to improve customer experience.

[0003] Existing customer service journey construction and analysis solutions fail to proactively monitor different processing data during customer service journey construction, conduct assessments at different levels and in different aspects, and dynamically optimize the support of different processing links and data resources based on the assessment results. As a result, the proactive monitoring and multi-dimensional analysis of customer service journey construction data are not effective. Summary of the Invention

[0004] The purpose of this invention is to provide a graph-based intelligent construction and analysis system for customer service journeys, which solves the technical problem that the proactive monitoring and multi-dimensional analysis of customer service journey construction data in existing solutions are not effective.

[0005] The objective of this invention can be achieved through the following technical solutions: The graph-based intelligent construction and analysis system for customer service journeys includes a journey construction implementation supervision and processing module, which is used to supervise different processing stages of graph access data sources and result feedback output, and to process and identify the supervision data of different processing stages to obtain the process supervision sequence of different processing stages corresponding to the graph access data sources. The journey construction output supervision and processing module is used to analyze and process the output feedback of the graph access data source after different processing links, obtain the result feedback identifier corresponding to the result feedback output, sort and combine the process supervision sequence and result feedback identifier corresponding to the data source to obtain the construction implementation supervision set. The journey construction multi-dimensional assessment prompt module is used to analyze the data processing of all construction implementation supervision sets acquired during the processing of graph access data sources, including the local processing level of construction resources and the overall support level of construction resources. Based on the analysis results of different levels, it provides targeted data processing prompts for different processing stages and dynamically prompts the resource support status corresponding to the processing of graph access data sources.

[0006] Preferably, according to a preset monitoring period, the different processing stages of the graph access data source and the result feedback output are monitored to obtain the maximum amount of data processed per unit and the total amount of data processed in different processing stages during the graph data source processing. When analyzing the processing status of different processing stages within the regulatory cycle, the maximum amount of data processed per unit and the total amount of data processed for different processing stages within the regulatory cycle are analyzed using a processing identification function, and the corresponding cycle processing value ZZi is output; where i represents different processing stages, i=1, 2, 3, ..., n; n is a positive integer. The expression for the processing recognition function is: In the formula, SC1i and SC2i represent the maximum amount of data processed per unit and the total amount of data processed in different processing stages during the regulatory period, respectively; SC1´i and SC2´i represent the maximum amount of data processed by the warning unit and the total amount of warning data processed in different processing stages during the regulatory period, respectively.

[0007] Preferably, the abnormal processing type is traced and analyzed according to the periodic processing value of 1. If the periodic processing value of 1 corresponds to SC1i>SC1´i, then the processing link is associated with the second periodic processing identifier. If the periodic processing value of 1 corresponds to SC2i > SC2´i, then the processing stage to which it belongs will be associated with the third periodic processing identifier. The processing stage is associated with the fourth cycle processing identifier based on the cycle processing value of 2. The periodic processing identifiers of different processing stages corresponding to the graph data source are sorted and combined to obtain the process supervision sequence corresponding to the data source.

[0008] Preferably, the results of the graph access data source after processing through different processing stages are obtained, and the total number of construction schemes NG in the results feedback is matched and judged with the preset total number of construction scheme standards NG´ and then digitized. If NG≥NG´, then the result feedback from the corresponding data source is determined to be normal, and the result feedback flag corresponding to the data source is set to 0; Conversely, if the result feedback from the corresponding data source is abnormal, the result feedback flag corresponding to the data source will be set to -1. The result feedback identifier obtained from data source processing is sorted and combined with its corresponding process supervision sequence to obtain the construction and implementation supervision set corresponding to the data source.

[0009] Preferably, when acquiring the graph access data source for processing, all build implementation supervision sets are obtained under supervision. When performing localized data processing on all build implementation supervision sets at the build resource level, based on the process supervision sequence of different build implementation supervision sets, all periodic processing identifiers corresponding to different processing stages are sequentially counted, and then sequentially processed using the formula... Calculate the resource processing value ZCk corresponding to the processing stage; where k is 2 or 3, nk is n2 and n3, which are the total number of processing identifiers in the second and third cycles corresponding to the processing stage, respectively; n4 is the total number of processing identifiers in the fourth cycle corresponding to the processing stage; NZ is the total number of processing identifiers in all cycles corresponding to the processing stage; bk is b2 and b3, which are the first and second processing standard values ​​corresponding to the processing stage, respectively.

[0010] Preferably, if ZC2≤0 ​​and ZC3≤0, it indicates that the data processing of the corresponding processing step is normal and it is marked as the first processing step; If ZC2 > 0 or ZC3 > 0, an error is indicated in the data processing section corresponding to the processing stage, and it is marked as the second processing stage. If ZC2 > 0 and ZC3 > 0, then an overall data processing anomaly is indicated for the corresponding processing stage, and it is marked as the third processing stage. Implement partial data processing upgrade prompts for all marked second processing stages, and implement overall data processing upgrade prompts for all third processing stages.

[0011] Preferably, when processing data at the overall support level of construction resources for all construction implementation supervision sets, the result feedback identifiers from different construction implementation supervision sets are used, through a formula... Calculate the resource support value ZC1 corresponding to the data source of the obtained map for processing; where n5 is the total number of result feedback identifiers with a value of -1; and a is the resource support standard value.

[0012] Preferably, if ZC1≤0, it indicates that the resource support status corresponding to the map access data source for processing is normal; Conversely, if the graph access data source is not properly processed, a message will be displayed indicating that the resource support status is abnormal, and a prompt will be made to expand the graph content resources.

[0013] Compared to existing solutions, the beneficial effects achieved by this invention are: This invention monitors and combines data processing at different stages of a graph access data source to obtain a process monitoring sequence for each stage of the data source. It also analyzes the feedback of results after the data source has undergone different processing stages to determine whether the journey construction of the corresponding data source is normal and digitizes it. This can provide reliable local monitoring data support for subsequent data analysis of different objects and aspects.

[0014] This invention integrates and analyzes the monitoring and processing data from each stage of the early processing phase to determine the data processing status corresponding to each stage and implements targeted upgrade prompts. This enables monitoring and analysis of different aspects of different processing stages during the processing of map resources, improving the proactive monitoring and multi-dimensional analysis prompts of data at different processing stages during the construction of the customer service journey.

[0015] This invention integrates and analyzes the monitoring and processing data of different results feedback in the early stage to determine the resource support status corresponding to the map and implements targeted upgrade prompts. This realizes the monitoring and analysis of the results feedback when processing map resources, and improves the proactive monitoring and multi-dimensional analysis prompts of the results feedback data when building customer service journey. Attached Figure Description

[0016] The invention will now be further described with reference to the accompanying drawings.

[0017] Figure 1 This is a block diagram of the graph-based intelligent construction and analysis system for customer service journeys according to the present invention.

[0018] Figure 2 This is a flowchart illustrating the operation of the graph-based intelligent construction and analysis system for customer service journeys according to the present invention.

[0019] Figure 3 This is a flowchart illustrating the process of performing traceability analysis on the abnormal processing type of the corresponding processing stage based on the periodic processing value of 1 in this invention.

[0020] Figure 4 This is a flowchart of the process for matching and judging the total number of construction schemes in this invention.

[0021] Figure 5 This is a flowchart illustrating the data analysis of resource processing values ​​in this invention. Detailed Implementation

[0022] The technical solutions of the embodiments of the present invention will be clearly and completely described below with reference to the accompanying drawings. Obviously, the described embodiments are only some embodiments of the present invention, and not all embodiments. Based on the embodiments of the present invention, all other embodiments obtained by those skilled in the art without creative effort are within the scope of protection of the present invention.

[0023] like Figures 1 to 2 As shown, the present invention is a graph-based intelligent construction and analysis system for customer service journeys, including a journey construction implementation supervision and processing module, a journey construction output supervision and processing module, and a journey construction multi-dimensional evaluation and prompting module; The journey construction and implementation monitoring and processing module is used to monitor different processing stages of the data source access to the monitoring graph and the result feedback output. It processes and analyzes the monitoring data at different processing stages to obtain the monitoring sequence of each processing stage corresponding to the data source access to the graph; including: Based on the preset monitoring period, the unit of the monitoring period is seconds, which can be 5 seconds or customized according to the application needs of the actual application scenario. The monitoring is carried out on different processing links of the graph access data source and the result feedback output, and the maximum amount of data processed per unit and the total amount of data processed are obtained for different processing links in the graph data source processing process. The data source can be the customer's demand data; the different processing stages include, but are not limited to, the data source preprocessing stage, the data query and analysis stage, and the data construction stage. In addition, when data processing and analysis are carried out at different processing stages, the regulatory data indicators include the maximum amount of data processed per unit and the total amount of data processed; the monitored data indicators are used to monitor and analyze the real-time data processing capacity and the total data pressure handling capacity of the corresponding processing stages. When analyzing the processing status of different processing stages in the corresponding regulatory cycle, the maximum amount of data processed per unit and the total amount of data processed in different processing stages in the corresponding regulatory cycle are analyzed through a processing identification function, and the corresponding cycle processing value ZZi is output; where i is a different processing stage, i=1, 2, 3, ..., n; n is a positive integer, which is the total number of all processing stages. The expression for the processing recognition function is: In the formula, SC1i and SC2i represent the maximum amount of data processed per unit and the total amount of data processed in different processing stages during the regulatory period, respectively; SC1´i and SC2´i represent the maximum amount of data processed per warning unit and the total amount of warning data processed in different processing stages during the regulatory period, respectively. These values ​​can be determined based on the preliminary operational design data of the processing stages, and the specific values ​​are not limited. They can also be customized based on the actual processing capacity of the graph. Before calculating the periodic processing value, all data involved in the calculation are subjected to unit removal and other standardization processing. The periodic processing value includes the values ​​0, 1, and 2; The processing stage is associated with the first cycle processing identifier based on the cycle processing value of 0. like Figure 3 As shown, the abnormal processing type is traced and analyzed according to the periodic processing value of 1. If the periodic processing value of 1 corresponds to SC1i > SC1´i, then the processing link is associated with the second periodic processing identifier. The second periodic processing identifier indicates that the real-time data processing capability of the corresponding processing link is abnormal. If the periodic processing value of 1 corresponds to SC2i > SC2´i, then the processing stage to which it belongs will be associated with the third periodic processing identifier; the third periodic processing identifier indicates that the total data pressure processing capacity of the corresponding processing stage is abnormal. The processing stage is associated with the fourth cycle processing identifier based on the cycle processing value of 2; the fourth cycle processing identifier indicates that the real-time data processing capacity and the total data pressure handling capacity of the corresponding processing stage are both abnormal. The periodic processing identifiers of different processing stages corresponding to the data source are sorted and combined to obtain the process supervision sequence corresponding to the data source. In this embodiment of the invention, by monitoring and combining the data processing of different processing stages corresponding to the graph access data source, a process processing monitoring sequence corresponding to different processing stages of the data source is obtained, which can provide reliable local monitoring processing data support for subsequent data analysis of different data processing aspects corresponding to different processing stages.

[0024] The journey construction output monitoring and processing module is used to analyze and process the feedback results from the graph access data source after different processing stages, obtain the corresponding result feedback identifiers, and sort and combine the monitoring sequences of the processing stages corresponding to the data source and the result feedback identifiers to obtain the construction implementation monitoring set; including: like Figure 4 As shown, the results of the graph access data source after processing through different processing stages are obtained. The results include the total number of construction schemes and the content of different construction schemes. The total number of construction schemes NG in the results is matched and judged with the preset standard total number of construction schemes NG´ and then digitized. The default value of the standard total number of construction schemes is 3, which can be dynamically adjusted according to the application requirements of the actual application scenario. If NG≥NG´, then the result feedback from the corresponding data source is determined to be normal, and the result feedback flag corresponding to the data source is set to 0; Conversely, if the result feedback from the corresponding data source is abnormal, the result feedback flag corresponding to the data source will be set to -1. The result feedback identifier obtained from data source processing is sorted and combined with its corresponding process supervision sequence to obtain the construction and implementation supervision set corresponding to the data source. In this embodiment of the invention, by analyzing the feedback of the results after the data source has undergone different processing stages, it is possible to determine whether the journey construction of the corresponding data source is normal and to digitize it. This can provide reliable local monitoring data support for the resource support status analysis corresponding to the subsequent processing of the graph access data source.

[0025] The journey construction multi-dimensional assessment prompt module is used to analyze the data processing of all construction implementation monitoring sets acquired during the processing of graph access data sources, including the local processing level of construction resources and the overall support level of construction resources. Based on the analysis results at different levels, it provides targeted data processing prompts for different processing stages and dynamically prompts the resource support status corresponding to the processing of graph access data sources; including: When acquiring and processing the graph access data source, the system monitors all build implementation monitoring sets. During the data processing at the build resource localization level for all build implementation monitoring sets, based on the process monitoring sequence within each different build implementation monitoring set, it sequentially counts all cycle processing identifiers corresponding to different processing stages and sequentially applies them using formulas. Calculate the resource processing value ZCk corresponding to the processing stage; where k is 2 or 3, nk is n2 and n3, which are the total number of processing identifiers in the second and third cycles corresponding to the processing stage, respectively; n4 is the total number of processing identifiers in the fourth cycle corresponding to the processing stage; NZ is the total number of processing identifiers in all cycles corresponding to the processing stage; bk is b2 and b3, which are the first and second standard processing values ​​corresponding to the processing stage, respectively. Both can be determined based on the preliminary operation design data of the processing stage, or based on the functional test data before the processing stage is put into operation. The specific values ​​are not limited. Before calculating the resource processing value, all data involved in the calculation are removed from units and other standardized processes. like Figure 5 As shown, if ZC2≤0 ​​and ZC3≤0, it indicates that the data processing of the corresponding processing stage is normal, and it is marked as the first processing stage. If ZC2 > 0 or ZC3 > 0, an error is indicated in the data processing section corresponding to the processing stage, and it is marked as the second processing stage. If ZC2 > 0 and ZC3 > 0, then an overall data processing anomaly is indicated for the corresponding processing stage, and it is marked as the third processing stage. Implement partial data processing upgrade prompts for all marked second processing stages, and implement overall data processing upgrade prompts for all third processing stages; Among them, the data processing partial upgrade prompts include prompts for upgrading the real-time data processing capabilities of the processing stage, or prompts for upgrading the capacity to handle the total data pressure. The overall data processing upgrade notification includes upgrade notifications for real-time data processing capabilities and upgrade notifications for handling total data volume pressure. In this embodiment of the invention, by integrating and analyzing the monitoring and processing data of each processing stage in the early stage, the data processing status corresponding to each processing stage is determined, and targeted upgrade prompts are implemented. This achieves monitoring and analysis of different aspects of different processing stages when processing map resources, and improves the proactive monitoring and multi-dimensional analysis prompts of data in different processing stages when building customer service journeys.

[0026] When processing data at the overall support level of build resources across all build implementation monitoring sets, the results feedback identifiers from different build implementation monitoring sets are used, through a formula. Calculate the resource support value ZC1 corresponding to the data source of the obtained map for processing; where n5 is the total number of result feedback identifiers with a value of -1; a is the resource support standard value, which can be determined based on the map's early operation design data or the functional test data before the map is put into operation; before calculating the resource support value, all data involved in the calculation are removed from units and other standardized processes are performed. If ZC1≤0, it indicates that the resource support status for the graph access data source processing is normal; Conversely, it will indicate that the resource support status corresponding to the graph access data source is abnormal and prompt for expansion of graph content resources; It needs to be explained that the resource support status is abnormal. Due to the limitation of the graph content resources, the feedback of the historical customer service journey construction results failed to meet the construction output requirements many times. By proactively integrating, analyzing and prompting all the result feedback indicators obtained in the early stage of supervision, the data expansion and utilization and prompting at the overall support level of construction resources were realized. In this embodiment of the invention, by integrating and analyzing the regulatory processing data of each different feedback result in the early stage, the resource support status corresponding to the map is determined, and targeted upgrade prompts are implemented. This realizes the regulatory analysis of the feedback result when processing map resources, and improves the proactive supervision and multi-dimensional analysis prompts of the feedback result data when building customer service journey.

[0027] In the several embodiments provided by this invention, it should be understood that the disclosed system can be implemented in other ways. For example, the embodiments of the invention described above are merely illustrative; for example, the division of modules is only a logical functional division, and there may be other division methods in actual implementation.

[0028] The modules described as separate components may or may not be physically separate. The components shown as modules may or may not be physical modules; they may be located in one place or distributed across multiple network modules. Some or all of the modules can be selected to achieve the purpose of this embodiment according to actual needs.

[0029] Furthermore, the functional modules in the various embodiments of the present invention can be integrated into one processing module, or each module can exist physically separately, or two or more modules can be integrated into one module. The integrated module can be implemented in hardware or in the form of hardware plus software functional modules.

[0030] It will be apparent to those skilled in the art that the present invention is not limited to the details of the exemplary embodiments described above, and that the present invention can be implemented in other specific forms without departing from the essential characteristics of the present invention.

[0031] Finally, it should be noted that the above embodiments are only used to illustrate the technical solutions of the present invention and are not intended to limit it. Although the present invention has been described in detail with reference to preferred embodiments, those skilled in the art should understand that modifications or equivalent substitutions can be made to the technical solutions of the present invention without departing from the spirit and scope of the technical solutions of the present invention.

Claims

1. A graph-based intelligent construction and analysis system for customer service journeys, characterized in that: It includes a journey construction, implementation, supervision and processing module, which is used to supervise the different processing stages of the graph access data source and result feedback output, and to process and identify the supervision data of different processing stages to obtain the process supervision sequence of different processing stages corresponding to the graph access data source; The journey construction output supervision and processing module is used to analyze and process the output feedback of the graph access data source after different processing links, obtain the result feedback identifier corresponding to the result feedback output, sort and combine the process supervision sequence and result feedback identifier corresponding to the data source to obtain the construction implementation supervision set. The journey construction multi-dimensional assessment prompt module is used to analyze the data processing of all construction implementation supervision sets acquired during the processing of graph access data sources, including the local processing level of construction resources and the overall support level of construction resources. Based on the analysis results of different levels, it provides targeted data processing prompts for different processing stages and dynamically prompts the resource support status corresponding to the processing of graph access data sources.

2. The graph-based intelligent construction and analysis system for customer service journeys according to claim 1, characterized in that, Based on the preset monitoring cycle, the different processing stages of the graph access data source and result feedback output are monitored, and the maximum amount of data processed per unit and the total amount of data processed are obtained for different processing stages in the graph data source processing process. When analyzing the processing status of different processing stages within the regulatory cycle, the maximum amount of data processed per unit and the total amount of data processed for different processing stages within the regulatory cycle are analyzed using a processing identification function, and the corresponding cycle processing value ZZi is output; where i represents different processing stages, i=1, 2, 3, ..., n; n is a positive integer. The expression for the processing recognition function is: In the formula, SC1i and SC2i represent the maximum amount of data processed per unit and the total amount of data processed in different processing stages during the regulatory period, respectively; SC1´i and SC2´i represent the maximum amount of data processed per warning unit and the total amount of warning data processed in different processing stages during the regulatory period, respectively.

3. The graph-based intelligent construction and analysis system for customer service journeys according to claim 2, characterized in that, Based on the periodic processing value of 1, trace the abnormal processing type of the corresponding processing link. If the periodic processing value of 1 corresponds to SC1i>SC1´i, then associate the corresponding processing link with the second periodic processing identifier. If the periodic processing value of 1 corresponds to SC2i > SC2´i, then the processing stage to which it belongs will be associated with the third periodic processing identifier. The processing stage is associated with the fourth cycle processing identifier based on the cycle processing value of 2. The periodic processing identifiers of different processing stages corresponding to the graph data source are sorted and combined to obtain the process supervision sequence corresponding to the data source.

4. The graph-based intelligent construction and analysis system for customer service journeys according to claim 3, characterized in that, The system obtains the output feedback of the graph access data source after processing through different processing stages, and matches and digitizes the total number of construction schemes NG in the feedback with the preset total number of construction scheme standards NG´. If NG≥NG´, then the result feedback from the corresponding data source is determined to be normal, and the result feedback flag corresponding to the data source is set to 0; Conversely, if the result feedback from the corresponding data source is abnormal, the result feedback flag corresponding to the data source will be set to -1. The result feedback identifier obtained from data source processing is sorted and combined with its corresponding process supervision sequence to obtain the construction and implementation supervision set corresponding to the data source.

5. The graph-based intelligent construction and analysis system for customer service journeys according to claim 4, characterized in that, When acquiring and processing the graph access data source, the system monitors all build implementation monitoring sets. During the data processing at the build resource localization level for all build implementation monitoring sets, based on the process monitoring sequence within each different build implementation monitoring set, it sequentially counts all cycle processing identifiers corresponding to different processing stages and sequentially applies them using formulas. Calculate the resource processing value ZCk corresponding to the processing stage; where k is 2 or 3, nk is n2 and n3, which are the total number of processing identifiers in the second and third cycles corresponding to the processing stage, respectively; n4 is the total number of processing identifiers in the fourth cycle corresponding to the processing stage; NZ is the total number of processing identifiers in all cycles corresponding to the processing stage; bk is b2 and b3, which are the first and second processing standard values ​​corresponding to the processing stage, respectively.

6. The graph-based intelligent construction and analysis system for customer service journeys according to claim 5, characterized in that, If ZC2≤0 ​​and ZC3≤0, it indicates that the data processing in the corresponding processing stage is normal, and it is marked as the first processing stage. If ZC2 > 0 or ZC3 > 0, an error is indicated in the data processing section corresponding to the processing stage, and it is marked as the second processing stage. If ZC2 > 0 and ZC3 > 0, then an overall data processing anomaly is indicated for the corresponding processing stage, and it is marked as the third processing stage. Implement partial data processing upgrade prompts for all marked second processing stages, and implement overall data processing upgrade prompts for all third processing stages.

7. The graph-based intelligent construction and analysis system for customer service journeys according to claim 5, characterized in that, When processing data at the overall support level of build resources across all build implementation monitoring sets, the results feedback identifiers from different build implementation monitoring sets are used, through a formula. Calculate the resource support value ZC1 corresponding to the data source of the obtained map for processing; where n5 is the total number of result feedback identifiers with a value of -1; and a is the resource support standard value.

8. The graph-based intelligent construction and analysis system for customer service journeys according to claim 7, characterized in that, If ZC1≤0, it indicates that the resource support status for the graph access data source processing is normal; Conversely, if the graph access data source is not properly processed, a message will be displayed indicating that the resource support status is abnormal, and a prompt will be made to expand the graph content resources.

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