Intelligent dispatching method, device and equipment and storage medium

Abstract

The invention discloses an intelligent dispatching method, device and equipment and a storage medium, and relates to the technical field of artificial intelligence, and the method comprises the steps: firstly extracting a to-be-allocated work order from a task system based on robot process automation RPA, and then determining a business person corresponding to the to-be-allocated work order based on the work bearing capability information of each business person capable of bearing a task, a dispatching list is generated based on the to-be-allocated work order and the corresponding business personnel, and finally task content is allocated to the business personnel in the dispatching list, and the task content comprises the to-be-allocated work order and data corresponding to the work order. Therefore, the automatic extraction and distribution of the work order are realized through the RPA technology, and accurate matching is performed in combination with the work bearing capability information of the business personnel, so that the task distribution is more scientific and reasonable, and the effects of improving the working efficiency, reducing the manual intervention and reducing the error rate are achieved. In this way, it can be ensured that each business person can efficiently complete tasks within the working capacity range of the business person, and the overall business process is optimized.

Description

TECHNICAL FIELD

[0001] The present application relates to the technical field of artificial intelligence, and in particular to an intelligent task allocation method and device, equipment and a storage medium. BACKGROUND

[0002] With the continuous growth of enterprise business volume, the number of business work orders also increases. In this case, the disadvantages of the traditional manual task allocation mode are increasingly prominent, which seriously restricts the operation and development of enterprises.

[0003] For enterprises with branches, due to the different market environments and business scopes of each branch, the business volume fluctuates greatly. The traditional manual task allocation lacks real-time and accurate monitoring and prediction mechanism, and it is difficult to flexibly adjust the work order allocation according to the dynamic changes of the business volume. This leads to the problem that when the business volume of some branches increases sharply, the business staff is overloaded, the work pressure is high, and the quality of work is likely to decline, the error rate is likely to rise, and the customer satisfaction is affected; while the business volume of some other branches is small, the business staff resources are idle, resulting in waste of human resources and increase of cost of the enterprise, and the enterprise lacks flexibility in the face of market changes. At the same time, there are individual differences in the skill level and work saturation of business staff. Different business staff have different professional knowledge, experience and ability, and the efficiency and quality of processing different work orders are different, and the work load changes dynamically with the complexity and urgency of the work order. However, the traditional manual task allocation does not fully consider these differences, and only allocates work orders according to limited information and experience, which is difficult to accurately match. This will cause the problem that the business staff with high skills and low load have insufficient tasks, and their potential cannot be fully utilized; while the business staff with insufficient skills or high load have too heavy tasks, which affects the work performance and team cooperation, and the overall human efficiency cannot be fully utilized.

[0004] Therefore, the traditional manual task allocation mode cannot meet the development needs of enterprises, and there is an urgent need for a more efficient, scientific and intelligent business work order allocation method to improve the operation efficiency and human efficiency of enterprises and enhance the market competitiveness. SUMMARY

[0005] To solve the above problems, the present application provides an intelligent task allocation method, which includes the following contents:

[0006] In a first aspect, the present application provides an intelligent task allocation method applied to a robot process automation (RPA) system, which includes the following steps:

[0007] extracting a to-be-allocated work order from a task system;

[0008] determine the service personnel corresponding to the to-be-assigned work order based on the work acceptance capability information of each service personnel who can accept the task, and generate a work distribution list based on the to-be-assigned work order and the corresponding service personnel; the work acceptance capability information of each service personnel who can accept the task includes service personnel identity information, work saturation of the service personnel, service priority of the service personnel, and batch task upper limit value of the service personnel;

[0009] assign task content to the service personnel in the work distribution list, and the task content includes the to-be-assigned work order and the corresponding material of the work order.

[0010] Optionally, after extracting the to-be-assigned work order from the task system, the method further includes:

[0011] randomly shuffle the order of the to-be-assigned work order.

[0012] Optionally, the determination of the service personnel corresponding to the to-be-assigned work order based on the work acceptance capability information of each service personnel who can accept the task includes:

[0013] obtaining the service personnel identity information, the work saturation of the service personnel, the service priority of the service personnel, and the batch task upper limit value of the service personnel;

[0014] initializing the distribution count of the service personnel;

[0015] traversing the to-be-assigned work order to obtain a work order source institution;

[0016] determining the service personnel belonging to the work order source institution based on the work order source institution and the service personnel identity information;

[0017] judging whether the service personnel belonging to the work order source institution has reached the work saturation based on the work saturation of the service personnel, if all the service personnel has reached the work saturation, the current batch work order distribution result is that the saturation value has been reached, otherwise, the service personnel who has not reached the work saturation is screened out;

[0018] judging whether the service personnel who has not reached the work saturation has reached the batch task upper limit value based on the batch task upper limit value of the service personnel, if all the service personnel has exceeded the upper limit, the current batch work order distribution result is that the distribution upper limit has been reached, otherwise, the service personnel who has not reached the batch task upper limit value is screened out;

[0019] determining the service personnel with the highest priority among the service personnel who has not reached the batch task upper limit value as the service personnel corresponding to the to-be-assigned work order.

[0020] Optionally, the initialization of the distribution count of the service personnel includes:

[0021] For a batch of work orders, if it is the first batch of the day, the cumulative distribution amount of each service personnel is initialized to 0; if it is not the first batch of the day, the number corresponding to the allocated work order data is taken as the cumulative distribution amount of each service personnel.

[0022] Optionally, the method further comprises: obtaining the processing result of each service personnel on the task and the identity information of the corresponding service personnel, and counting the completion amount of the service personnel.

[0023] In a second aspect, the present application provides an intelligent work allocation device, which comprises:

[0024] a work order acquisition unit configured to extract to-be-allocated work orders from a task system;

[0025] a determination unit configured to determine the service personnel corresponding to the to-be-allocated work orders based on the work acceptance capability information of each service personnel capable of accepting tasks, and generate a work allocation list based on the to-be-allocated work orders and the corresponding service personnel; the work acceptance capability information of each service personnel capable of accepting tasks comprises service personnel identity information, work saturation of the service personnel, service priority of the service personnel, and batch task upper limit value of the service personnel;

[0026] a task allocation unit configured to allocate task content to the service personnel in the work allocation list, wherein the task content comprises to-be-allocated work orders and the corresponding materials of the work orders.

[0027] Optionally, the task allocation unit is further configured to: after extracting to-be-allocated work orders from the task system, randomly shuffle the order of the to-be-allocated work orders.

[0028] Optionally, the determination unit determines the service personnel corresponding to the to-be-allocated work orders based on the work acceptance capability information of each service personnel capable of accepting tasks comprises:

[0029] obtaining the service personnel identity information, the work saturation of the service personnel, the service priority of the service personnel, and the batch task upper limit value of the service personnel;

[0030] initializing the distribution count of the service personnel;

[0031] traversing the to-be-allocated work orders to obtain the work order source institution;

[0032] determining the service personnel belonging to the work order source institution based on the work order source institution and the service personnel identity information;

[0033] judging whether the service personnel belonging to the work order source institution has reached the work saturation based on the work saturation of the service personnel, if all of them have reached the work saturation, the current batch work order allocation result is the saturation value reached, otherwise, the service personnel who has not reached the work saturation is screened.

[0034] determining whether the service personnel who have not reached the working saturation degree have reached the upper limit of the batch task based on the upper limit value of the batch task of the service personnel, if all of them exceed the upper limit, the current batch order distribution result is that the upper limit has been reached, otherwise, the service personnel who have not reached the upper limit of the batch task are screened out;

[0035] determining the service personnel with the highest priority among the service personnel who have not reached the upper limit of the batch task as the service personnel corresponding to the to-be-distributed order.

[0036] Optionally, the distribution count of the initialization service personnel includes:

[0037] For a batch of orders, if it is the first batch of the day, the cumulative distribution amount of each service personnel is initialized to 0; if it is not the first batch of the day, the number corresponding to the distributed order data is taken as the cumulative distribution amount of each service personnel.

[0038] Optionally, the device further includes a statistical unit configured to obtain the processing result of each service personnel on the task and the identity information of the corresponding service personnel, and count the completion amount of the service personnel.

[0039] In a third aspect, the present application provides a device, the device includes a memory and a processor, the memory is used to store instructions or codes, and the processor is used to execute the instructions or codes, so that the device executes the intelligent distribution method introduced in any implementation manner of the first aspect.

[0040] In a fourth aspect, the present application provides a computer readable storage medium, the computer readable storage medium stores codes, when the codes are executed, the device executing the codes implements the intelligent distribution method introduced in any implementation manner of the first aspect.

[0041] The application provides an intelligent task allocation method. In the implementation of the method, first, a to-be-allocated work order is extracted from a task system based on robot process automation (RPA), then a business personnel corresponding to the to-be-allocated work order is determined based on work acceptance capability information of each business personnel who can undertake a task, and a task allocation list is generated based on the to-be-allocated work order and the corresponding business personnel, the work acceptance capability information of each business personnel who can undertake a task includes business personnel identity information, work saturation of the business personnel, business priority of the business personnel, and batch task upper limit value of the business personnel, finally, a task content is allocated to the business personnel in the task allocation list, the task content includes the to-be-allocated work order and the corresponding work order information. In this way, the automation extraction and allocation of the work order are realized through the RPA technology, and accurate matching is performed in combination with the work acceptance capability information of the business personnel, so that the task allocation is more scientific and reasonable, and the effects of improving work efficiency, reducing manual intervention, and reducing error rate are achieved. In this way, it can be ensured that each business personnel can efficiently complete the task within the work capability range, and the overall business process is optimized, and the operation efficiency and management level of the enterprise are improved. BRIEF DESCRIPTION OF DRAWINGS

[0042] To make the technical solutions in the present application or prior art clearer, the following will briefly introduce the drawings needed to be used in the description of the embodiments or prior art. Obviously, the drawings described below are only some embodiments of the present application, and other drawings can be obtained by those skilled in the art without creative effort on the basis of these drawings.

[0043] Figure 1 A flowchart of an intelligent task allocation method provided by the embodiments of the present application;

[0044] Figure 2 A flowchart of a work order allocation for a business personnel provided by the embodiments of the present application;

[0045] Figure 3 A structural schematic diagram of an intelligent task allocation device provided by the embodiments of the present application. DETAILED DESCRIPTION

[0046] In order to make the purposes, technical solutions, and advantages of the embodiments of the present application clearer, the technical solutions in the embodiments of the present application will be described clearly and completely in the following with reference to the drawings in the embodiments of the present application. Obviously, the described embodiments are only some of the embodiments of the present application, but not all the embodiments. Based on the embodiments in the present application, all other embodiments obtained by those skilled in the art without creative effort belong to the protection scope of the present application.

[0047] It should be noted that the user information (including but not limited to user equipment information, user personal information, etc.) and data (including but not limited to data for analysis, stored data, displayed data, etc.) involved in the present application are all information and data authorized by the user or authorized by all parties, and the collection, use and processing of related data need to comply with relevant laws, regulations and standards of relevant countries and regions.

[0048] Figure 1 A flowchart of an intelligent task allocation method provided by an embodiment of the present application. As shown in Figure 1 The intelligent task allocation method provided by the embodiment of the present application can include:

[0049] S101, extracting a to-be-assigned work order from a task system.

[0050] The task system is used to store task-related materials. After storing the task-related materials in the task system, corresponding work orders are generated according to the task-related materials. For example, after expanding a merchant, a customer manager will submit the merchant-related materials, including the merchant's access materials, contracts, certificates and other important documents, to the merchant archive system, i.e. the task system. Since the merchant's name, legal person, industry code, address and other structured data need to be stored in the merchant access archive system, after the customer manager uploads the merchant materials, an entry work order will be generated. These work orders will be collectively assigned to a business processor for entry processing.

[0051] In order to ensure the timeliness and efficiency of work order allocation, in the present application, when extracting a to-be-assigned work order from the task system, a robot process automation (RPA) will be used to obtain work orders from the merchant access archive system at regular intervals. RPA can automatically log in to the merchant access archive system according to a preset time interval and accurately capture the work order information that has been generated but not yet assigned in the system. In this way, the problems of omission and delay that may occur when manually obtaining work orders are avoided, ensuring that work orders can quickly and accurately enter the subsequent allocation process, thereby improving the efficiency and smoothness of the entire business processing link.

[0052] S102, determining the business personnel corresponding to the to-be-assigned work order based on the work acceptance capability information of each business personnel who can undertake the task, and generating a task allocation list based on the to-be-assigned work order and the corresponding business personnel.

[0053] Due to the difference in work ability of different business personnel, for an enterprise with multiple agencies, the business personnel of each agency are good at different businesses, and the work type and saturation of each business personnel also frequently change. Therefore, in the present application, the work acceptance ability information of each business personnel who can accept tasks is used to determine the business personnel corresponding to the to-be-assigned work order. In an implementation manner of the embodiment of the present application, the work acceptance ability information of each business personnel who can accept tasks includes business personnel identity information, work saturation of the business personnel, business priority of the business personnel, and batch task upper limit value of the business personnel, and these information are all pre-acquired.

[0054] After determining the business personnel corresponding to the to-be-assigned work order based on the work acceptance ability information of each business personnel who can accept tasks, a work assignment list is generated based on the to-be-assigned work order and the corresponding business personnel.

[0055] The process of determining the business personnel corresponding to the to-be-assigned work order based on the work acceptance ability information of each business personnel who can accept tasks utilizes some specific preset rules, and based on these rules, the work order assignment of the business personnel is completed. The process of determining the business personnel corresponding to the to-be-assigned work order based on the work acceptance ability information of each business personnel who can accept tasks in the present application will be introduced below in combination with specific embodiments, such as Figure 2 , as shown in Figure 2 , which is a flowchart of the process of assigning work orders to business personnel in the embodiment of the present application, and in combination with Figure 2 , the process includes:

[0056] S201, acquiring the business personnel identity information, work saturation of the business personnel, business priority of the business personnel, and batch task upper limit value of the business personnel.

[0057] The business personnel identity information is used to clearly define the specific information of the business personnel in the agency, providing a basis for subsequent operations. In addition, since the business of each sub-agency is different, the work type and saturation of the employees also frequently change. By collecting the personnel who can handle the input business and their saturation value in each sub-agency, the idle time of the employees can be fully utilized. The head office can value or cost allocate according to the input volume completed by the sub-agency, effectively avoiding the situation that some sub-agencies are short of manpower due to too much work order, while some sub-agencies have idle manpower due to too little work order, so the work saturation of the business personnel needs to be considered.

[0058] In addition, the number and capacity of personnel in different branches are unevenly distributed, some branches have a large number of personnel and are efficient, and can be given priority to undertake tasks; some branches have fewer personnel, and are set to low priority to prevent them from being overwhelmed by too many tasks. Through priority scheduling, global optimal allocation can be achieved, and the problem of some people being idle and some people being overloaded caused by "equal distribution" of tasks can be avoided, so it is necessary to set different business priorities for business personnel in advance.

[0059] Finally, the upper limit value of the number of tasks assigned to each person in each batch is set to ensure that a single business employee is not assigned too many tasks in a batch. If the upper limit is not set, the tasks of a business employee with high priority may be delayed, while a business employee with low priority may have no tasks to do. A batch here refers to a batch of RPA timing to obtain unfinished work orders.

[0060] S202, initialize the distribution count of the business personnel.

[0061] Since the workload of each business employee per day has a work saturation degree, the initialization of the distribution count of the business personnel can determine whether the business personnel has reached the work saturation degree, so for a batch of work orders, if it is the first batch of the day, the cumulative distribution amount of each business personnel is initialized to 0; if it is not the first batch of the day, the number corresponding to the allocated work order data is taken as the cumulative distribution amount of each business personnel. For example, when the third batch of work orders is allocated, the number of tasks already undertaken by each business personnel after the allocation of the first two batches of work orders needs to be read as the initial distribution count of each business personnel when the third batch of work orders is allocated.

[0062] S203, traverse the to-be-distributed work orders to obtain the source institution of the work orders.

[0063] The to-be-distributed work orders include various business work orders for recording relevant information of different businesses, such as customer information, business type, demand content, etc. The specific process of traversing the to-be-distributed work orders to obtain the source institution of the work orders is to extract the corresponding institution information from specific fields of the work orders, such as "source institution code" and "affiliated branch name", for example, to obtain that the work orders come from the B branch. After obtaining the institution corresponding to the work orders, the workers in the corresponding institution are screened to achieve more accurate task allocation.

[0064] S204, determine the business personnel belonging to the source institution of the work orders based on the source institution of the work orders and the identity information of the business personnel.

[0065] The identity information of the business personnel can include the name and work number of the business personnel. According to the source institution of the work orders, the business personnel belonging to the institution can be screened from the system. The specific process is as follows:

[0066] The information of the work order source organization is extracted from specific fields of the work order, such as "source organization code" and "affiliated branch name". According to the extracted work order source organization information, the system filters out business personnel belonging to the organization. For example, for a work order of A branch, the system will filter out all business personnel belonging to A branch. From the filtered business personnel, specific business personnel are determined. For example, for a work order of A branch, the qualified business personnel are Ding, Zhang, Xiang, and Qiang.

[0067] In this way, it can be ensured that the work order is assigned to the business personnel belonging to the work order source organization, thereby improving the pertinence and efficiency of task processing. Specifically: assigning the work order to business personnel familiar with the business of the organization can reduce the time for business personnel to understand the background of the work order, thereby processing the work order faster. Ensuring that each branch staff can handle the work order related to their own organization, avoiding resource waste and increased communication costs caused by cross-organizational task allocation. Business personnel familiar with the business of the organization can more accurately understand and handle work order requirements, thereby providing higher quality service and improving customer satisfaction. Through the above steps, the intelligent task allocation method of the present application can achieve more accurate task allocation, improve work efficiency, optimize resource utilization, and improve service quality.

[0068] S205, processing based on the work saturation of the business personnel.

[0069] Based on the work saturation of the business personnel, it is determined whether the business personnel belonging to the work order source organization have reached the work saturation. If all have reached the work saturation, the current batch of work order allocation results is that the saturation value has been reached, otherwise, the business personnel who have not reached the work saturation are screened.

[0070] Suppose among the four business personnel of A branch, Ding and Zhang have reached the work saturation of the day, while Xiang and Qiang have not reached it, then Xiang and Qiang will be selected as business personnel who have not reached the work saturation to enter the next step of judgment.

[0071] S206, processing based on the batch task upper limit value of the business personnel.

[0072] Based on the batch task upper limit value of the business personnel, it is determined whether the business personnel who have not reached the work saturation have reached the batch task upper limit value. If all exceed the upper limit, the current batch of work order allocation results is that the upper limit has been reached, otherwise, the business personnel who have not reached the batch task upper limit value are screened.

[0073] If Xiangceng has undertaken 3 tasks in the batch and the upper limit of the batch tasks is 5, Qiangceng has undertaken 4 tasks in the batch and the upper limit of the batch tasks is also 5, at this time, Xiangceng and Qiangceng have not reached the upper limit of the batch tasks, so they will be screened out. If Xiangceng has undertaken 5 tasks in the batch and reached the upper limit of the batch tasks, and Qiangceng has not reached the upper limit, then Qiangceng will be screened out as a business personnel who has not reached the upper limit of the batch tasks.

[0074] S207, processing based on the business priority of the business personnel.

[0075] The business personnel with the highest priority among the business personnel who has not reached the upper limit of the batch tasks is determined as the business personnel corresponding to the to-be-assigned work order.

[0076] Continuing with the above example, if the business personnel who has not reached the upper limit of the batch tasks screened out is Xiangceng (priority 3) and Qiangceng (priority 4), since Xiangceng has a higher priority, Xiangceng is determined as the business personnel corresponding to the to-be-assigned work order.

[0077] In this way, according to the above specific allocation scheme, the business personnel list corresponding to the to-be-assigned work order can be determined.

[0078] S103, assigning task content to the business personnel in the task list.

[0079] After the task list is determined, RPA obtains the data corresponding to the work order from the task system according to the task list. The task content includes the to-be-assigned work order and the data corresponding to the work order. Then, the audit materials and the work order are sent to the corresponding business personnel.

[0080] In this way, not only can the matching of the to-be-assigned work order and the business personnel be automatically completed by RPA, but also the automatic acquisition and distribution of the work order data can be realized by RPA, which improves the work efficiency, reduces the error rate of manual operation, ensures the accuracy and timeliness of task allocation, and provides strong support for the smooth operation of business processes.

[0081] The above embodiment introduces an intelligent task allocation method provided by the embodiment of the present application. In the above implementation process, in order to ensure the fairness and randomness of task allocation, avoid some business personnel always processing simple or complex tasks due to fixed order of work orders, and ensure that each business personnel has equal opportunity to process various types of work orders, after extracting the to-be-assigned work order from the task system, the method further includes: randomly rearranging the order of the to-be-assigned work order.

[0082] Specifically, after determining the dispatch list by the method given in the above embodiment of the present application, it is clear which business personnel will participate in this task allocation. Then the RPA system extracts all the to-be-assigned work orders from the task system. In order to ensure fairness and randomness, the RPA system randomly shuffles the order of these to-be-assigned work orders. This step is implemented by an algorithm to ensure that the order of the work orders is random each time the task is allocated, avoiding the unfairness caused by a fixed order.

[0083] In an implementation form of the embodiment of the present application, after the business personnel in the dispatch list are assigned with the task content, the business personnel obtain and analyze the material content, call the AI intelligent recognition system to extract the content, such as that the business personnel analyze that this is a business license file, then call the business license OCR recognition interface to obtain the field information of the business license; if it is an ID card picture, then call the ID card OCR recognition interface to obtain the field information of the ID card; since the AI technology such as OCR cannot achieve 100% accuracy, and the merchant information cannot be wrong, therefore the business processor needs to audit and correct the recognition result. After the business personnel complete the task, the method further comprises: obtaining the processing result of each business personnel on the task and the identity information of the corresponding business personnel, and counting the completion amount of the business personnel. Specifically, the business personnel uploads the information of the task and his own information to the task system, so as to record the work result of the business personnel. For example, the business personnel enters the merchant information into the merchant network filing system, and at the same time the system records the business personnel information of the work order processing, which is used for later pricing.

[0084] The above are some specific implementation forms of the intelligent dispatch method provided by the embodiment of the present application, based on which the present application further provides a corresponding device. The device provided by the embodiment of the present application will be introduced from the perspective of functional modularization.

[0085] Figure 3 The structure diagram of the intelligent dispatch device provided by the embodiment of the present application. In combination with Figure 3 the embodiment of the present application, the intelligent dispatch device 300 provided by the embodiment of the present application comprises:

[0086] The work order obtaining unit 310 is configured to extract to-be-assigned work orders from the task system;

[0087] The determining unit 320 is configured to determine the business personnel corresponding to the to-be-assigned work orders based on the work acceptance capability information of each business personnel who can accept the task, and generate a dispatch list based on the to-be-assigned work orders and the corresponding business personnel; the work acceptance capability information of each business personnel who can accept the task comprises business personnel identity information, work saturation of the business personnel, business priority of the business personnel, and batch task upper limit value of the business personnel;

[0088] The task allocation unit 330 is used to allocate task content to the business personnel in the work list. The task content includes the work order to be allocated and the corresponding information of the work order.

[0089] In one implementation of this application, the task allocation unit is further configured to: randomly shuffle the order of the work orders to be allocated after extracting them from the task system.

[0090] In one implementation of this application, the determining unit determines the business personnel corresponding to the work order to be assigned based on the work capacity information of each business personnel capable of undertaking tasks, including:

[0091] Obtain the business personnel's identity information, workload level, business priority, and batch task limit;

[0092] Initialize the dispatch count for business personnel;

[0093] Iterate through the work orders to be assigned and obtain the source organization of the work orders;

[0094] Based on the identity information of the organization from which the work order originated and the business personnel, the business personnel belonging to the organization from which the work order originated are identified;

[0095] Based on the work saturation of the business personnel, it is determined whether the business personnel belonging to the work order source organization have reached the work saturation level. If all of them have reached the work saturation level, the current batch of work order assignment results are considered to have reached the saturation value; otherwise, business personnel who have not reached the work saturation level are filtered out.

[0096] Based on the batch task limit of the business personnel, it is determined whether the business personnel who have not reached the work saturation have reached the batch task limit. If all exceed the limit, the current batch work order assignment result is that the assignment limit has been reached; otherwise, the business personnel who have not reached the batch task limit are filtered out.

[0097] The business personnel with the highest priority among those whose batch task limits have not been reached are identified as the business personnel corresponding to the work orders to be assigned.

[0098] In one implementation of this application, the initialization of the dispatch count for business personnel by the determining unit includes:

[0099] For a batch of work orders, if it is the first batch of the day, the cumulative dispatch quantity for each business person will be initialized to 0; if it is not the first batch of the day, the quantity corresponding to the allocated work order data will be used as the cumulative dispatch quantity for each business person.

[0100] In an implementation form of the embodiment of the application, the apparatus further comprises a statistics unit configured to obtain the processing result of each service staff on the task and the identity information of the corresponding service staff, and count the completion quantity of the service staff.

[0101] The embodiment of the application further provides a corresponding device and a computer storage medium, which are used to implement the scheme provided by the embodiment of the application.

[0102] The device comprises a memory and a processor, the memory is configured to store instructions or codes, and the processor is configured to execute the instructions or codes to enable the device to execute the method provided by any of the embodiments of the application.

[0103] The computer storage medium stores codes, and when the codes are executed, the device executing the codes implements the method provided by any of the embodiments of the application.

[0104] As can be clearly understood by a person skilled in the art from the description of the above embodiments, all or part of the steps of the above-mentioned embodiment methods can be implemented by means of software plus a universal hardware platform. Based on this understanding, the technical solutions of the application can be embodied in the form of a software product. The computer software product can be stored in a storage medium, such as a read-only memory (ROM) / RAM, a magnetic disk, an optical disk, etc., and includes a number of instructions to enable a computer device (which can be a personal computer, a server, or a network communication device such as a router) to execute the method described in each embodiment or some parts of the embodiments of the application.

[0105] It can be understood that in the specific embodiments of the application, the user information (including but not limited to user device information, user personal information, etc.) and data (including but not limited to data for analysis, stored data, displayed data, etc.) involved need to obtain user permission or consent when the above embodiments of the application are applied to specific products or technologies, and the collection, use and processing of related data need to comply with relevant laws, regulations and standards of relevant countries and regions.

[0106] It should be noted that, in the specification, relational terms such as first and second and the like can be used solely to distinguish one entity or action from another entity or action without necessarily implying any actual relationship or order between such entities or actions. Moreover, the terms "comprises", "comprising", or any other variations thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but can include other elements not expressly listed or inherent to such process, method, article, or apparatus. An element proceeded by "comprises a... " does not, without more constraints, exclude the existence of additional identical elements in the process, method, article, or apparatus that comprises the element.

[0107] It should also be noted that each of the embodiments described in the specification illustrate aspects of the application and are not meant to be an exhaustive list of all possible embodiments. The scope of the application is therefore intended to cover all possible embodiments that are within the scope of the claims. Furthermore, the description of the embodiments is not meant to limit the scope of the application to the exact embodiments described. The scope of the application is intended to cover all possible embodiments that are within the scope of the claims.

[0108] The above description is only a specific implementation of the present application, but the protection scope of the present application is not limited thereto. Any changes or replacements within the technical scope disclosed by the present application can be easily thought of by those skilled in the art without any creative effort, and should be covered within the protection scope of the present application. Therefore, the protection scope of the present application should be subject to the protection scope of the claims.

Claims

1. An intelligent dispatching method, characterized in that, The method is applied to a robot process automation (RPA) system, and comprises the following steps: extracting to-be-assigned work orders from a task system; determining a service personnel corresponding to the to-be-assigned work orders based on work acceptance capability information of each service personnel capable of accepting tasks, and generating a work distribution list based on the to-be-assigned work orders and the corresponding service personnel; the work acceptance capability information of each service personnel capable of accepting tasks comprises service personnel identity information, work saturation of the service personnel, service priority of the service personnel, and a batch task upper limit value of the service personnel; distributing task content to the service personnel in the work distribution list, wherein the task content comprises the to-be-assigned work orders and corresponding materials of the work orders.

2. The method of claim 1, wherein, After the step of extracting to-be-assigned work orders from the task system, the method further comprises the following steps: randomly shuffling the order of the to-be-assigned work orders.

3. The method of claim 1, wherein, The step of determining a service personnel corresponding to the to-be-assigned work orders based on work acceptance capability information of each service personnel capable of accepting tasks comprises the following steps: obtaining the service personnel identity information, the work saturation of the service personnel, the service priority of the service personnel, and the batch task upper limit value of the service personnel; initializing a distribution count of the service personnel; traversing the to-be-assigned work orders to obtain a work order source institution; determining a service personnel belonging to the work order source institution based on the work order source institution and the service personnel identity information; judging whether the service personnel belonging to the work order source institution has reached work saturation based on the work saturation of the service personnel, wherein if all the service personnel has reached work saturation, the current batch work order distribution result is that the saturation value has been reached, otherwise, service personnel that has not reached work saturation is screened out; judging whether the service personnel that has not reached work saturation has reached the batch task upper limit value based on the batch task upper limit value of the service personnel, wherein if all the service personnel has exceeded the upper limit, the current batch work order distribution result is that the distribution upper limit has been reached, otherwise, service personnel that has not reached the batch task upper limit value is screened out; determining the service personnel with the highest priority among the service personnel that has not reached the batch task upper limit value as the service personnel corresponding to the to-be-assigned work orders.

4. The method of claim 3, wherein, The step of initializing the distribution count of the service personnel comprises the following steps: for a certain batch of work orders, if it is the first batch of the day, the cumulative distribution amount of each service personnel is initialized to 0; if it is not the first batch of the day, the number corresponding to the assigned work order data is taken as the cumulative distribution amount of each service personnel.

5. The method of claim 1, wherein, The method further comprises the following steps: obtaining a processing result of a task of each service personnel and identity information of the corresponding service personnel, and counting the completion amount of the service personnel.

6. An intelligent dispatching device, characterized by The device comprises: a work order acquisition unit configured to extract to-be-assigned work orders from a task system; a determination unit configured to determine a service personnel corresponding to the to-be-assigned work orders based on work acceptance capability information of each service personnel capable of accepting tasks, and generate a work distribution list based on the to-be-assigned work orders and the corresponding service personnel; the work acceptance capability information of each service personnel capable of accepting tasks comprises service personnel identity information, work saturation of the service personnel, service priority of the service personnel, and a batch task upper limit value of the service personnel; The task allocation unit is configured to allocate task content to the service personnel in the task list, wherein the task content includes to-be-allocated work orders and corresponding materials of the work orders.

7. The apparatus of claim 6, wherein, The task allocation unit is further configured to randomly shuffle the sequence of the to-be-allocated work orders after extracting the to-be-allocated work orders from the task system.

8. The apparatus of claim 6, wherein, The determination unit determines the service personnel corresponding to the to-be-allocated work orders based on the work acceptance capability information of each service personnel who can accept the task, and the determination unit includes the following steps: obtaining the service personnel identity information, the work saturation of the service personnel, the service priority of the service personnel, and the batch task upper limit value of the service personnel; initializing the distribution count of the service personnel; traversing the to-be-allocated work orders to obtain the work order source organization; determining the service personnel belonging to the work order source organization based on the work order source organization and the service personnel identity information; judging whether the service personnel belonging to the work order source organization has reached the work saturation based on the work saturation of the service personnel, and if all the service personnel has reached the work saturation, the current batch work order distribution result is the saturation value, otherwise, the service personnel who has not reached the work saturation is screened out; judging whether the service personnel who has not reached the work saturation has reached the batch task upper limit value based on the batch task upper limit value of the service personnel, and if all the service personnel has exceeded the upper limit, the current batch work order distribution result is the distribution upper limit, otherwise, the service personnel who has not reached the batch task upper limit value is screened out; determining the service personnel with the highest priority among the service personnel who has not reached the batch task upper limit value as the service personnel corresponding to the to-be-allocated work orders.

9. A computing device, comprising: The computing device includes a memory and a processor. The memory is configured to store a computer program. The processor is configured to execute the computer program to implement the method in any one of claims 1 to 5.

10. A computer-readable storage medium, characterized in that, The computer readable storage medium stores a computer program, and the computer program is executed by the processor to implement the method in any one of claims 1 to 5.

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