Work order intelligent management method and device, equipment and medium

Abstract

The invention provides a work order intelligent management method and device, equipment and a medium. The method comprises the steps that a server generates a target work order based on monitored user request information; if there is no guest room service robot which can be scheduled and is adaptive to the execution demand of the target work order, the server matches the user request information with the real-time state information of each employee according to a dynamic order dispatching strategy, screens out a target employee, and pushes the target work order to a target terminal bound with the target employee; the target terminal records a receiving timestamp after receiving the target work order, and updates the remaining processing time limit in real time in combination with the work order preset time limit; the target terminal dynamically adjusts the reminding intensity based on a multi-mode reminding mechanism and the residual processing time limit to prompt the target employee to execute the target work order as soon as possible; and if the target terminal receives a work order completion signal triggered by the target employee, synchronizing the work order completion signal to the server. According to the invention, work order omission and response delay can be effectively reduced, and hotel work order processing efficiency and service management accuracy are significantly improved.

Description

Technical Field

[0001] This invention relates to the field of data processing technology, and in particular to a method, apparatus, equipment and medium for intelligent management of work orders. Background Technology

[0002] In the field of hotel service management, store employees have long relied on mobile terminals as the core operating tool when handling work orders such as room cleaning, equipment maintenance, and customer demand response. This model has become a common choice in the industry.

[0003] However, this mobile-based work order processing method has significant drawbacks and is difficult to adapt to the needs of hotel staff working on the go: First, it lacks ease of use. When performing tasks requiring manual labor, such as cleaning rooms or repairing equipment, staff must frequently stop, retrieve, and unlock their phones to view or process work orders. This cumbersome process disrupts service continuity and directly reduces work order processing efficiency. Second, information reception is delayed. Phones are often overlooked because they are placed in pockets or tool bags, leading to delayed or missed access to work order information. This results in untimely customer service responses and affects the quality of hotel service. Third, it has weak multitasking capabilities. When staff are handling multiple service requests simultaneously, they must repeatedly switch between the mobile work order interface and the actual service operation. This not only increases the workload but may also lead to errors in work order processing due to distraction, failing to meet the hotel's dual requirements for service efficiency and accuracy.

[0004] Therefore, the existing work order processing method suffers from low service response efficiency. Summary of the Invention

[0005] This invention provides a method, apparatus, equipment, and medium for intelligent management of work orders, aiming to solve the problem of low service response efficiency in existing work order processing methods.

[0006] In a first aspect, embodiments of the present invention provide a work order intelligent management method, the method comprising: The server generates a target work order based on the user request information detected. If there are no available guest room service robots that can be scheduled and are suitable for the execution requirements of the target work order, the server will match the user request information with the real-time status information of each employee according to the preset dynamic dispatch strategy, filter out the target employee, and push the target work order to the target terminal bound to the target employee. After receiving the target work order, the target terminal records the receiving timestamp and updates the remaining processing time limit in real time in conjunction with the preset time limit of the work order. The target terminal dynamically adjusts the reminder intensity based on a preset multi-mode reminder mechanism and the remaining processing time limit to prompt the target employee to execute the target work order as soon as possible; If the target terminal receives a work order completion signal triggered by the target employee, the work order completion signal is synchronized to the server so that the server updates the work order status of the target work order and records the closed-loop processing data.

[0007] Secondly, embodiments of the present invention also provide an intelligent work order management device, the device comprising: The generation unit is used by the server to generate target work orders based on the monitored user request information. The filtering and push unit is used to match the user request information with the real-time status information of each employee according to the preset dynamic dispatch strategy if there is no room service robot available for scheduling and suitable for the execution requirements of the target work order. The target employee is then selected and the target work order is pushed to the target terminal bound to the target employee. The update unit is used to record the receiving timestamp after the target terminal receives the target work order, and update the remaining processing time limit in real time in combination with the preset time limit of the work order. The reminder unit is used by the target terminal to dynamically adjust the reminder intensity based on a preset multi-mode reminder mechanism and the remaining processing time limit to prompt the target employee to execute the target work order as soon as possible; The synchronization unit is used to synchronize the work order completion signal to the server if the target terminal receives the work order completion signal triggered by the target employee, so that the server updates the work order status of the target work order and records the closed-loop processing data.

[0008] Thirdly, embodiments of the present invention also provide an electronic device, which is a server or a terminal. The electronic device includes a memory, a processor, and a computer program stored in the memory and executable on the processor. The device is characterized in that when the processor corresponding to the server and the processor corresponding to the terminal execute the computer program simultaneously, the work order intelligent management method as described in any one of claims 1-7 is implemented.

[0009] Fourthly, embodiments of the present invention also provide a computer-readable storage medium storing a computer program, the computer program including program instructions that, when executed by a processor, can implement the method described in the first aspect.

[0010] This invention provides a method, apparatus, device, and medium for intelligent work order management. The method includes: a server generating a target work order based on detected user request information; if no room service robot is available for scheduling and suitable for the execution requirements of the target work order, the server matches the user request information with the real-time status information of each employee according to a preset dynamic dispatch strategy, filters out the target employee, and pushes the target work order to the target terminal bound to the target employee; after receiving the target work order, the target terminal records the receipt timestamp and updates the remaining processing time limit in real time based on the preset time limit of the work order; the target terminal dynamically adjusts the reminder intensity based on a preset multi-mode reminder mechanism and the remaining processing time limit to prompt the target employee to execute the target work order as soon as possible; if the target terminal receives a work order completion signal triggered by the target employee, it synchronizes the work order completion signal to the server so that the server updates the work order status of the target work order and records closed-loop processing data. This invention uses a dynamic dispatch strategy to accurately match target employees. After receiving a target work order, the target terminal calculates and updates the remaining processing time limit in real time based on the preset time limit of the work order. At the same time, based on this time limit, the reminder intensity is dynamically adjusted through a multi-mode reminder mechanism to promote the efficient flow of work orders. The employee's operation signals can be synchronized to the server in real time to ensure that the work order status and closed-loop processing data are accurately recorded. This solution can effectively reduce work order omissions and response delays, and significantly improve the efficiency of hotel work order processing and the accuracy of service management. Attached Figure Description

[0011] To more clearly illustrate the technical solutions of the embodiments of the present invention, the drawings used in the following description of the embodiments will be briefly introduced. Obviously, the drawings described below are some embodiments of the present invention. For those skilled in the art, other drawings can be obtained based on these drawings without creative effort.

[0012] Figure 1 A flowchart illustrating the intelligent work order management method provided in this embodiment of the invention; Figure 2 A schematic block diagram of the intelligent work order management device provided in an embodiment of the present invention; Figure 3 A schematic block diagram of an electronic device provided in an embodiment of the present invention; Figure 4 This is a schematic diagram illustrating the application environment of the intelligent work order management method provided in this embodiment of the invention. Detailed Implementation

[0013] 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, not all, of the embodiments of the present invention. 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.

[0014] It should be understood that, when used in this specification and the appended claims, the terms "comprising" and "including" indicate the presence of the described features, integrals, steps, operations, elements and / or components, but do not exclude the presence or addition of one or more other features, integrals, steps, operations, elements, components and / or collections thereof.

[0015] It should also be understood that the terminology used in this specification is for the purpose of describing particular embodiments only and is not intended to limit the invention. As used in this specification and the appended claims, the singular forms “a,” “an,” and “the” are intended to include the plural forms unless the context clearly indicates otherwise.

[0016] It should also be further understood that the term "and / or" as used in this specification and appended claims refers to any combination and all possible combinations of one or more of the associated listed items, and includes such combinations. Embodiments of this invention provide a method, apparatus, device, and medium for intelligent work order management. For details on the intelligent work order management method, please refer to... Figure 4 , Figure 4 This is a schematic diagram illustrating the application environment of the intelligent work order management method provided in an embodiment of the present invention. The intelligent work order management method is applied in, for example... Figure 4 In this application environment, the terminal can be a smartwatch. The server can be implemented using a standalone server or a server cluster consisting of multiple servers. The invention will now be described in detail through specific embodiments.

[0017] Figure 1 This is a flowchart illustrating the intelligent work order management method provided in an embodiment of the present invention. Figure 1 As shown, the method includes the following steps S110-S150.

[0018] S110, The server generates a target work order based on the monitored user request information.

[0019] In this embodiment, the server generates a target work order after detecting the user request information. Example of user request information: "Room service, Room 1820, replace 2 bottles of mineral water".

[0020] S120. If there is no available guest room service robot that can be scheduled and is suitable for the execution requirements of the target work order, the server matches the user request information with the real-time status information of each employee according to the preset dynamic dispatch strategy, selects the target employee, and pushes the target work order to the target terminal bound to the target employee.

[0021] In this embodiment, after the target work order is generated, it is first determined whether the guest room service robot is in an idle state; wherein, the guest room service robot must have the execution capability matching the target work order; if the guest room service robot is in an idle state, the target work order is sent to the guest room service robot; after the guest room service robot completes the target work order, it generates a corresponding work order completion signal and synchronizes it to the server.

[0022] If the guest room service robot is not idle, the server matches the user request information with the real-time status information of each employee according to a preset dynamic dispatch strategy, filters out the target employee, and pushes the target work order to the target terminal bound to the target employee. Specifically, the employee's real-time status information includes, but is not limited to, employee schedule (such as on-duty time, responsible floor, employee role (guest room / maintenance / cleaning)), wearable device heartbeat (online / wearing status), real-time load (number of work orders in progress, remaining processing time for each work order, priority level of the currently processed work order), and historical behavior (average order response time in the past 7 days). The server matches the user request information with the real-time status information of each employee according to the order availability index model in the dynamic dispatch strategy, filtering out the best target employee; and uses MQTT (Message Queuing Telemetry) to... The Transport (Message Queuing Telemetry Transport) protocol encrypts and pushes the target work order to the target terminal (i.e., smartwatch) bound to the target employee. The push content includes a Topic address (used to locate the target terminal) and a Payload. The Topic address format is hotel / {hotelId} / watch / {empId} / job, and the Payload fields include: work order ID, target area, service type, urgency level, time limit, user voice / text, etc.

[0023] In one embodiment, step S120 includes: extracting a first core feature from the user request information; integrating the real-time status information of each employee to obtain a corresponding second core feature; inputting the first core feature and the second core feature into a preset order acceptance index model, and calculating the comprehensive score of each employee through a weighted algorithm; sorting the comprehensive scores of each employee, and selecting the employee with the highest comprehensive score as the target employee to execute the target work order.

[0024] In this embodiment, the first core feature (such as service type (room cleaning / equipment repair / customer consultation), urgency level (special / level 1 / level 2), target area (such as room number), and time limit (such as response within 30 minutes)) is extracted from the user request information; the real-time status information of each employee is integrated to obtain the corresponding second core feature (such as load rate, employee role, current floor, historical response speed, etc.); the first core feature and the second core feature are input into a preset order acceptance index model, and a weighted algorithm is used to calculate the comprehensive score of each employee.

[0025] The weighted algorithm is as follows: Score (overall score) = A × (1 − load rate) + B × role matching degree + C × floor proximity + D × historical response speed; where A, B, C, and D are preset weight coefficients, and A + B + C + D = 1; load rate = the estimated remaining total time of all currently ongoing work orders / the remaining working hours of the employee's daily schedule; role matching degree: 1 when the employee role and work order service type are completely matched, and 0.5 when there is cross-role adaptation; floor proximity = 1 / (|current floor − work order floor| + 1).

[0026] Preferably, to improve the efficiency of work order processing and the accuracy of service management, the weighting coefficients of historical response speed and / or role matching can be increased according to the urgency of the work order.

[0027] The overall scores of each employee are sorted, and the employee with the highest overall score is selected as the target employee to execute the target work order; specifically, if there are ties, the employee with the fastest historical response speed is selected as the target employee.

[0028] In one embodiment, after inputting the first core feature and the second core feature into a preset order-acceptability index model and calculating the comprehensive score of each employee through a weighted algorithm, the method further includes: if the comprehensive score of each employee is lower than the minimum value, dialing the front desk landline and broadcasting the target work order to request manual processing.

[0029] In this embodiment, if the overall score of each employee is lower than the minimum value (e.g., 0.6), the front desk landline is dialed and the target work order is announced via voice to request manual processing.

[0030] S130. After receiving the target work order, the target terminal records the receiving timestamp and updates the remaining processing time limit in real time in conjunction with the preset time limit of the work order.

[0031] In this embodiment, after receiving the target work order, the target terminal records the receiving timestamp and updates the remaining processing time limit in real time in conjunction with the preset time limit of the work order (i.e. the required time limit). Employees can intuitively view the remaining processing time limit of each work order they are responsible for on their smartwatches.

[0032] In one embodiment, step S130 includes: writing the target work order into a preset local database and setting the work order ID of the target work order as the primary key of its corresponding record; synchronously recording the receiving timestamp of the target work order and updating the remaining processing time limit in real time in conjunction with the preset time limit of the work order.

[0033] In this embodiment, the target terminal writes the target work order into a preset local database (such as an SQLite database) and configures the work order ID of the target work order as the primary key of the work order record in the local database to prevent the target work order from being repeatedly pushed to other terminals; the receiving timestamp of the target work order is recorded synchronously, and the remaining processing time limit is updated in real time in combination with the preset time limit of the work order.

[0034] S140. The target terminal dynamically adjusts the reminder intensity based on the preset multi-mode reminder mechanism and the remaining processing time limit to prompt the target employee to execute the target work order as soon as possible.

[0035] In this embodiment, the target terminal updates the priority of the target work order periodically based on the remaining processing time of the target work order; then, it dynamically adjusts the reminder intensity according to the priority, and the reminder methods include, but are not limited to, vibration reminder, screen reminder, and voice reminder.

[0036] Vibration alert: High-priority work orders will be subject to a long vibration (3 consecutive vibrations, each lasting 200 milliseconds), medium-priority work orders will be subject to a short vibration once, and emergency work orders will be subject to a long vibration until the employee confirms receipt. Screen notification: Display the corresponding color according to the service type and / or priority of the target work order. For example, green for room cleaning, orange for equipment repair, and solid red for emergency work orders. Voice prompts: Work order information is broadcast via the built-in TTS (text-to-speech) function. The output volume of the target terminal is automatically increased by 30% according to the real-time ambient decibel value to ensure that employees can receive it clearly.

[0037] In one embodiment, after step S140, the method further includes: the target terminal periodically updating the priority of the target work order based on the remaining processing time of the target work order; if the priority reaches the highest priority, the target terminal sends a priority trigger instruction to the server; after receiving the priority trigger instruction, the server initiates an outbound call to the preset contact information of the responsible manager.

[0038] In this embodiment, the target terminal periodically updates the priority of the target work order based on the remaining processing time. For example, the target terminal updates the priority of the target work order every 5 minutes. Specifically, the priority is automatically increased by 1 level when the remaining processing time is less than 50% of the preset time limit of the work order, or when the corresponding customer level is VIP, or when there are no employees on duty on the responsible floor. If the priority reaches the highest priority (urgent), the target terminal sends a priority trigger instruction to the server. After receiving the priority trigger instruction, the server initiates an outbound call to the preset contact method of the responsible manager to prompt the responsible manager to intervene in the corresponding urgent work order in a timely manner.

[0039] In one embodiment, after step S140, the method further includes: if a wake word is detected, converting the detected speech content into text content; parsing the text content using an NLP engine to obtain the employee's intent; and performing the corresponding work order acceptance, transfer, or confirmation operation according to the employee's intent and synchronizing it to the server.

[0040] In this embodiment, the target terminal has a built-in offline wake-up word. If the target terminal recognizes the wake-up word, it converts the recognized voice content into text content through the ASR system; it then parses the text content through the NLP engine to obtain the employee's intent; and finally, it performs the corresponding work order acceptance, transfer, or confirmation operation according to the employee's intent and synchronizes it to the server.

[0041] Preferably, the text content is parsed using an NLP engine to output the employee's intent and the corresponding recognition confidence level. If the recognition confidence level is less than 0.8, a secondary confirmation is triggered. At this time, the target terminal will make a voice confirmation to the employee based on the employee's intent. Only when a positive response is received will the corresponding work order be accepted, transferred, or confirmed according to the employee's intent and synchronized to the server. If a negative response is received, the corresponding operation is canceled to prevent accidental triggering in noisy environments such as the kitchen.

[0042] In one embodiment, the step of performing the corresponding work order acceptance, transfer, or completion confirmation operation according to the employee's intention and synchronizing it to the server includes: if the server detects a work order transfer instruction for the target work order, it obtains the work order information according to the work order transfer instruction; if there is no available room service robot that is suitable for scheduling and meets the execution requirements of the target work order, the server matches the work order information with the real-time status information of other employees according to a preset dynamic dispatch strategy to select a new employee; and pushes the work order pointed to by the work order information to the terminal bound to the new employee.

[0043] In this embodiment, if the server detects a work order transfer instruction for the target work order, it obtains the work order information (including the first core feature and the second core feature) according to the work order transfer instruction and initiates a multi-device collaborative scheduling mechanism. The specific operation is as follows: 1. Determine whether the guest room service robot is in an idle state; wherein, the guest room service robot must have the execution capability to match the target work order; if the guest room service robot is in an idle state, then send the work order pointed to by the work order information to the guest room service robot; 2. If there is no available room service robot that can be scheduled and is suitable for the execution requirements of the target work order, the server will match the work order information with the real-time status information of other employees according to the preset dynamic dispatch strategy, and select a new employee; and push the work order pointed to by the work order information to the terminal bound to the new employee. 3. If no suitable staff member is available, dial the front desk landline and announce the target work order to request manual intervention.

[0044] S150. If the target terminal receives a work order completion signal triggered by the target employee, the work order completion signal is synchronized to the server so that the server updates the work order status of the target work order and records the closed-loop processing data.

[0045] In this embodiment, the target employee can confirm the completion of the target work order via voice, thereby triggering a work order completion signal. If the target terminal receives the work order completion signal triggered by the target employee, it will synchronize the work order completion signal to the server so that the server can update the work order status of the target work order and record closed-loop processing data (including key indicators such as closed-loop processing time, wearable device closed-loop rate, and average voice operation time).

[0046] If a target employee fails to confirm the work order-related operations (accepting the order, transferring it, or completing the confirmation) through the target terminal three times consecutively, the target work order will be pushed to other associated terminals (such as mobile phones) bound to the target employee to remind the target employee to handle it in a timely manner.

[0047] In summary, this invention accurately matches target employees through a dynamic dispatch strategy. After receiving a target work order, the target terminal calculates and updates the remaining processing time limit in real time based on the work order's preset time limit. Simultaneously, based on this time limit, a multi-mode reminder mechanism dynamically adjusts the reminder intensity to promote efficient work order flow. Employee operation signals can be synchronized to the server in real time, ensuring accurate recording of work order status and closed-loop processing data. This solution effectively reduces work order omissions and response delays, significantly improving the efficiency of hotel work order processing and the accuracy of service management.

[0048] Figure 2 This is a schematic block diagram of an intelligent work order management device provided in an embodiment of the present invention. Figure 2 As shown, corresponding to the above-mentioned intelligent work order management method, the present invention also provides an intelligent work order management device, the device being configured in, as shown in... Figure 4In this application environment, the terminal (smart mobile terminal) can be a smartwatch. The server can be implemented using a standalone server or a server cluster consisting of multiple servers. For details, please refer to [link to relevant documentation]. Figure 2 The intelligent work order management device 700 includes: The generation unit 701 is used by the server to generate a target work order based on the monitored user request information. The filtering and pushing unit 702 is used to match the user request information with the real-time status information of each employee according to the preset dynamic dispatch strategy if there is no room service robot available for scheduling and suitable for the execution requirements of the target work order. The server then filters out the target employee and pushes the target work order to the target terminal bound to the target employee. The update unit 703 is used to record the receiving timestamp after the target terminal receives the target work order, and update the remaining processing time limit in real time in combination with the preset time limit of the work order. The reminder unit 704 is used by the target terminal to dynamically adjust the reminder intensity based on a preset multi-mode reminder mechanism and the remaining processing time limit to prompt the target employee to execute the target work order as soon as possible; The synchronization unit 705 is used to synchronize the work order completion signal to the server if the target terminal receives the work order completion signal triggered by the target employee, so that the server updates the work order status of the target work order and records the closed-loop processing data.

[0049] In some embodiments, when the filtering and push unit 702 performs the step of matching the user request information with the real-time status information of each employee according to a preset dynamic order dispatch strategy to filter out target employees, it is specifically used for: Extract the first core feature from the user request information; integrate the real-time status information of each employee to obtain the corresponding second core feature; input the first core feature and the second core feature into a preset order acceptance index model, and calculate the comprehensive score of each employee through a weighted algorithm; sort the comprehensive scores of each employee, and select the employee with the highest comprehensive score as the target employee to execute the target work order.

[0050] In some embodiments, after the screening and push unit 702 performs the step of inputting the first core feature and the second core feature into a preset order-acceptability index model and calculating the comprehensive score of each employee through a weighted algorithm, it is further configured to: If each employee's overall score is below the minimum value, dial the front desk landline and announce the target work order to request manual processing.

[0051] In some embodiments, when the updating unit 703 records the receiving timestamp after the target terminal receives the target work order and updates the remaining processing time limit in real time in conjunction with the preset time limit of the work order, it is specifically used for: Write the target work order into a preset local database and set the work order ID of the target work order as the primary key of its corresponding record; synchronously record the receiving timestamp of the target work order and update the remaining processing time limit in real time in combination with the preset time limit of the work order.

[0052] In some embodiments, after the reminder unit 704 dynamically adjusts the reminder intensity based on the preset multi-mode reminder mechanism and the remaining processing time limit to prompt the target employee to execute the target work order steps as soon as possible, it is further configured to: The target terminal updates the priority of the target work order in a timely manner based on the remaining processing time of the target work order; if the priority reaches the highest priority, the target terminal sends a priority trigger instruction to the server; after receiving the priority trigger instruction, the server initiates an outbound call to the preset contact information of the responsible manager.

[0053] In some embodiments, after the reminder unit 704 dynamically adjusts the reminder intensity based on the preset multi-mode reminder mechanism and the remaining processing time limit to prompt the target employee to execute the target work order steps as soon as possible, it is further configured to: If a wake word is detected, the detected speech content is converted into text content; the text content is parsed using an NLP engine to obtain the employee's intent; based on the employee's intent, the corresponding work order is accepted, transferred, or confirmed and synchronized to the server.

[0054] In some embodiments, when the reminder unit 704 performs the steps of accepting, transferring, or confirming the corresponding work order according to the employee's intention and synchronizing it to the server, it is specifically used for: If the server detects a work order transfer instruction for the target work order, it obtains the work order information according to the work order transfer instruction. If there is no room service robot available for scheduling and suitable for the execution requirements of the target work order, the server matches the work order information with the real-time status information of other employees according to the preset dynamic dispatch strategy, and selects a new employee. The work order pointed to by the work order information is pushed to the terminal bound to the new employee.

[0055] It should be noted that those skilled in the art can clearly understand that the specific implementation process of the above-mentioned intelligent work order management device and each unit can be referred to the corresponding description in the foregoing method embodiments. For the sake of convenience and brevity, it will not be repeated here.

[0056] The aforementioned intelligent work order management device can be implemented as a computer program, which can, for example... Figure 3 It runs on the electronic device shown.

[0057] Please see Figure 3 , Figure 3 This is a schematic block diagram of an electronic device provided in an embodiment of the present invention. The electronic device 800 can be a terminal or a server.

[0058] See Figure 3 The electronic device 800 includes a processor 802, a memory, and a network interface 805 connected via a system bus 801. The memory may include a non-volatile storage medium 803 and internal memory 804.

[0059] The non-volatile storage medium 803 can store an operating system 8031 ​​and a computer program 8032. The computer program 8032 includes program instructions that, when executed, cause the processor 802 to perform a work order intelligent management method.

[0060] The processor 802 provides computing and control capabilities to support the operation of the entire electronic device 800.

[0061] The internal memory 804 provides an environment for the execution of the computer program 8032 in the non-volatile storage medium 803. When the processor 802 corresponding to the server and the processor 802 corresponding to the terminal execute the computer program 8032 at the same time, a work order intelligent management method is implemented.

[0062] This network interface 805 is used for network communication with other devices. Those skilled in the art will understand that... Figure 3 The structure shown is merely a block diagram of a portion of the structure related to the present invention and does not constitute a limitation on the electronic device 800 to which the present invention is applied. The specific electronic device 800 may include more or fewer components than those shown in the figure, or combine certain components, or have different component arrangements.

[0063] The processor 802 is used to run a computer program 8032 stored in the memory to perform the following steps: The server generates a target work order based on the detected user request information. If there is no available room service robot that is suitable for the execution requirements of the target work order, the server matches the user request information with the real-time status information of each employee according to a preset dynamic dispatch strategy, selects the target employee, and pushes the target work order to the target terminal bound to the target employee. After receiving the target work order, the target terminal records the receipt timestamp and updates the remaining processing time limit in real time based on the preset time limit of the work order. The target terminal dynamically adjusts the reminder intensity based on a preset multi-mode reminder mechanism and the remaining processing time limit to prompt the target employee to execute the target work order as soon as possible. If the target terminal receives a work order completion signal triggered by the target employee, it synchronizes the work order completion signal to the server so that the server updates the work order status of the target work order and records the closed-loop processing data.

[0064] In some embodiments, when the processor 802 matches the user request information with the real-time status information of each employee according to a preset dynamic dispatch strategy to filter out target employees, the specific steps are as follows: Extract the first core feature from the user request information; integrate the real-time status information of each employee to obtain the corresponding second core feature; input the first core feature and the second core feature into a preset order acceptance index model, and calculate the comprehensive score of each employee through a weighted algorithm; sort the comprehensive scores of each employee, and select the employee with the highest comprehensive score as the target employee to execute the target work order.

[0065] In some embodiments, after the processor 802 inputs the first core feature and the second core feature into a preset order-acceptable index model and calculates the comprehensive score of each employee through a weighted algorithm, it also performs the following steps: If each employee's overall score is below the minimum value, dial the front desk landline and announce the target work order to request manual processing.

[0066] In some embodiments, when the processor 802 records the reception timestamp after the target terminal receives the target work order and updates the remaining processing time limit in real time in conjunction with the preset time limit of the work order, the specific implementation of the following steps is as follows: Write the target work order into a preset local database and set the work order ID of the target work order as the primary key of its corresponding record; synchronously record the receiving timestamp of the target work order and update the remaining processing time limit in real time in combination with the preset time limit of the work order.

[0067] In some embodiments, after the processor 802 implements the following steps to prompt the target employee to execute the target work order steps as soon as possible, based on the target terminal's preset multi-mode reminder mechanism and the remaining processing time limit: The target terminal updates the priority of the target work order in a timely manner based on the remaining processing time of the target work order; if the priority reaches the highest priority, the target terminal sends a priority trigger instruction to the server; after receiving the priority trigger instruction, the server initiates an outbound call to the preset contact information of the responsible manager.

[0068] In some embodiments, after the processor 802 implements the following steps to prompt the target employee to execute the target work order steps as soon as possible, based on the target terminal's preset multi-mode reminder mechanism and the remaining processing time limit: If a wake word is detected, the detected speech content is converted into text content; the text content is parsed using an NLP engine to obtain the employee's intent; based on the employee's intent, the corresponding work order is accepted, transferred, or confirmed and synchronized to the server.

[0069] In some embodiments, when the processor 802 performs the steps of accepting, transferring, or confirming the corresponding work order according to the employee's intention and synchronizing it to the server, it specifically implements the following steps: If the server detects a work order transfer instruction for the target work order, it obtains the work order information according to the work order transfer instruction. If there is no room service robot available for scheduling and suitable for the execution requirements of the target work order, the server matches the work order information with the real-time status information of other employees according to the preset dynamic dispatch strategy, and selects a new employee. The work order pointed to by the work order information is pushed to the terminal bound to the new employee.

[0070] It should be understood that, in this embodiment of the invention, the processor 802 may be a Central Processing Unit (CPU), or it may be other general-purpose processors, digital signal processors (DSPs), application-specific integrated circuits (ASICs), field-programmable gate arrays (FPGAs), or other programmable logic devices, discrete gate or transistor logic devices, discrete hardware components, etc. The general-purpose processor may be a microprocessor or any conventional processor.

[0071] It will be understood by those skilled in the art that all or part of the processes in the methods of the above embodiments can be implemented by a computer program instructing related hardware. The computer program includes program instructions and can be stored in a storage medium, which is a computer-readable storage medium. The program instructions are executed by at least one processor in the computer system to implement the process steps of the embodiments of the above methods.

[0072] Therefore, the present invention also provides a storage medium. This storage medium can be a computer-readable storage medium. The storage medium stores a computer program, wherein the computer program includes program instructions. When executed by a processor, the program instructions cause the processor to perform the following steps: The server generates a target work order based on the detected user request information. If there is no available room service robot that is suitable for the execution requirements of the target work order, the server matches the user request information with the real-time status information of each employee according to a preset dynamic dispatch strategy, selects the target employee, and pushes the target work order to the target terminal bound to the target employee. After receiving the target work order, the target terminal records the receipt timestamp and updates the remaining processing time limit in real time based on the preset time limit of the work order. The target terminal dynamically adjusts the reminder intensity based on a preset multi-mode reminder mechanism and the remaining processing time limit to prompt the target employee to execute the target work order as soon as possible. If the target terminal receives a work order completion signal triggered by the target employee, it synchronizes the work order completion signal to the server so that the server updates the work order status of the target work order and records the closed-loop processing data.

[0073] In one embodiment, when the processor executes the program instructions to match the user request information with the real-time status information of each employee according to a preset dynamic dispatch strategy and selects the target employee, the specific steps are as follows: Extract the first core feature from the user request information; integrate the real-time status information of each employee to obtain the corresponding second core feature; input the first core feature and the second core feature into a preset order acceptance index model, and calculate the comprehensive score of each employee through a weighted algorithm; sort the comprehensive scores of each employee, and select the employee with the highest comprehensive score as the target employee to execute the target work order.

[0074] In one embodiment, after the processor executes the program instructions to input the first core feature and the second core feature into a preset order-acceptance index model and calculates the comprehensive score of each employee through a weighted algorithm, it further performs the following steps: If each employee's overall score is below the minimum value, dial the front desk landline and announce the target work order to request manual processing.

[0075] In one embodiment, when the processor executes the program instructions to realize the step of recording the reception timestamp after the target terminal receives the target work order, and updating the remaining processing time limit in real time in conjunction with the preset time limit of the work order, the specific implementation is as follows: Write the target work order into a preset local database and set the work order ID of the target work order as the primary key of its corresponding record; synchronously record the receiving timestamp of the target work order and update the remaining processing time limit in real time in combination with the preset time limit of the work order.

[0076] In one embodiment, after the processor executes the program instructions to enable the target terminal to dynamically adjust the reminder intensity based on a preset multi-mode reminder mechanism and the remaining processing time limit to prompt the target employee to execute the target work order steps as soon as possible, the processor further implements the following steps: The target terminal updates the priority of the target work order in a timely manner based on the remaining processing time of the target work order; if the priority reaches the highest priority, the target terminal sends a priority trigger instruction to the server; after receiving the priority trigger instruction, the server initiates an outbound call to the preset contact information of the responsible manager.

[0077] In one embodiment, after the processor executes the program instructions to enable the target terminal to dynamically adjust the reminder intensity based on a preset multi-mode reminder mechanism and the remaining processing time limit to prompt the target employee to execute the target work order steps as soon as possible, the processor further implements the following steps: If a wake word is detected, the detected speech content is converted into text content; the text content is parsed using an NLP engine to obtain the employee's intent; based on the employee's intent, the corresponding work order is accepted, transferred, or confirmed and synchronized to the server.

[0078] In one embodiment, when the processor executes the program instructions to perform the steps of accepting, transferring, or confirming the corresponding work order according to the employee's intention and synchronizing it to the server, the specific steps are as follows: If the server detects a work order transfer instruction for the target work order, it obtains the work order information according to the work order transfer instruction. If there is no room service robot available for scheduling and suitable for the execution requirements of the target work order, the server matches the work order information with the real-time status information of other employees according to the preset dynamic dispatch strategy, and selects a new employee. The work order pointed to by the work order information is pushed to the terminal bound to the new employee.

[0079] The storage medium can be any computer-readable storage medium capable of storing program code, such as a USB flash drive, portable hard drive, read-only memory (ROM), magnetic disk, or optical disk.

[0080] Those skilled in the art will recognize that the units and algorithm steps of the various examples described in conjunction with the embodiments disclosed herein can be implemented in electronic hardware, computer software, or a combination of both. To clearly illustrate the interchangeability of hardware and software, the components and steps of the various examples have been generally described in terms of functionality in the foregoing description. Whether these functions are implemented in hardware or software depends on the specific application and design constraints of the technical solution. Those skilled in the art can use different methods to implement the described functions for each specific application, but such implementations should not be considered beyond the scope of this invention.

[0081] In the several embodiments provided by this invention, it should be understood that the disclosed apparatus and methods can be implemented in other ways. For example, the apparatus embodiments described above are merely illustrative. For example, the division of each unit is merely a logical functional division, and there may be other division methods in actual implementation. For example, multiple units or components may be combined or integrated into another system, or some features may be ignored or not executed.

[0082] The steps in the method of this invention can be adjusted, merged, or reduced in order according to actual needs. The units in the device of this invention can be merged, divided, or reduced according to actual needs. Furthermore, the functional units in the various embodiments of this invention can be integrated into one processing unit, or each unit can exist physically separately, or two or more units can be integrated into one unit.

[0083] If the integrated unit is implemented as a software functional unit and sold or used as an independent product, it can be stored in a storage medium. Based on this understanding, the technical solution of the present invention, in essence, or the part that contributes to the prior art, or all or part of the technical solution, can be embodied in the form of a software product. This computer software product is stored in a storage medium and includes several instructions to cause an electronic device (which may be a personal computer, a terminal, or a network device, etc.) to execute all or part of the steps of the methods described in the various embodiments of the present invention.

[0084] The above description is merely a specific embodiment of the present invention, but the scope of protection of the present invention is not limited thereto. Any person skilled in the art can easily conceive of various equivalent modifications or substitutions within the technical scope disclosed in the present invention, and these modifications or substitutions should all be covered within the scope of protection of the present invention. Therefore, the scope of protection of the present invention should be determined by the scope of the claims.

Claims

1. A method for intelligent management of work orders, characterized in that, The method includes: The server generates a target work order based on the user request information detected. If there are no available guest room service robots that can be scheduled and are suitable for the execution requirements of the target work order, the server will match the user request information with the real-time status information of each employee according to the preset dynamic dispatch strategy, filter out the target employee, and push the target work order to the target terminal bound to the target employee. After receiving the target work order, the target terminal records the receiving timestamp and updates the remaining processing time limit in real time in conjunction with the preset time limit of the work order. The target terminal dynamically adjusts the reminder intensity based on a preset multi-mode reminder mechanism and the remaining processing time limit to prompt the target employee to execute the target work order as soon as possible; If the target terminal receives a work order completion signal triggered by the target employee, the work order completion signal is synchronized to the server so that the server updates the work order status of the target work order and records the closed-loop processing data.

2. The intelligent work order management method according to claim 1, characterized in that, The step of matching the user request information with the real-time status information of each employee according to a preset dynamic order dispatch strategy to filter out target employees includes: Extract the first core feature from the user request information; The real-time status information of each employee is integrated to obtain the corresponding second core feature; The first core feature and the second core feature are input into a preset order-acceptance index model, and the comprehensive score of each employee is calculated by a weighted algorithm. The overall scores of each employee are sorted, and the employee with the highest overall score is selected as the target employee to execute the target work order.

3. The intelligent work order management method according to claim 2, characterized in that, After inputting the first core feature and the second core feature into a preset order-acceptance index model and calculating the comprehensive score of each employee through a weighted algorithm, the method further includes: If each employee's overall score is below the minimum value, dial the front desk landline and announce the target work order to request manual processing.

4. The intelligent work order management method according to claim 1, characterized in that, After receiving the target work order, the target terminal records the receiving timestamp and updates the remaining processing time limit in real time based on the preset time limit of the work order, including: Write the target work order into a preset local database and set the work order ID of the target work order as the primary key of its corresponding record; The system synchronously records the timestamp of the target work order received and updates the remaining processing time limit in real time based on the preset time limit of the work order.

5. The intelligent work order management method according to claim 1, characterized in that, After the target terminal dynamically adjusts the reminder intensity based on a preset multi-mode reminder mechanism and the remaining processing time limit to prompt the target employee to execute the target work order as soon as possible, it also includes: The target terminal updates the priority of the target work order periodically based on the remaining processing time of the target work order; If the priority reaches the highest priority, the target terminal sends a priority trigger command to the server; After receiving the priority trigger instruction, the server initiates an outbound call to the preset contact information of the responsible manager.

6. The intelligent work order management method according to claim 1, characterized in that, After the target terminal dynamically adjusts the reminder intensity based on a preset multi-mode reminder mechanism and the remaining processing time limit to prompt the target employee to execute the target work order as soon as possible, it also includes: If a wake word is detected, the detected speech content will be converted into text content. The text content is parsed using an NLP engine to obtain the employee's intent; Based on the employee's intent, the corresponding work order is accepted, transferred, or confirmed, and the results are synchronized to the server.

7. The intelligent work order management method according to claim 6, characterized in that, The step of performing the corresponding work order acceptance, transfer, or confirmation operation according to the employee's intention and synchronizing it to the server includes: If the server detects a work order transfer instruction for the target work order, it obtains the work order information based on the work order transfer instruction. If there are no available guest room service robots that can be scheduled and are suitable for the execution requirements of the target work order, the server will match the work order information with the real-time status information of other employees according to the preset dynamic dispatch strategy and select new employees. The work order information is pushed to the terminal bound to the new employee.

8. A work order intelligent management device, characterized in that, The device includes: The generation unit is used by the server to generate target work orders based on the monitored user request information. The filtering and push unit is used to match the user request information with the real-time status information of each employee according to the preset dynamic dispatch strategy if there is no room service robot available for scheduling and suitable for the execution requirements of the target work order. The target employee is then selected and the target work order is pushed to the target terminal bound to the target employee. The update unit is used to record the receiving timestamp after the target terminal receives the target work order, and update the remaining processing time limit in real time in combination with the preset time limit of the work order. The reminder unit is used by the target terminal to dynamically adjust the reminder intensity based on a preset multi-mode reminder mechanism and the remaining processing time limit to prompt the target employee to execute the target work order as soon as possible; The synchronization unit is used to synchronize the work order completion signal to the server if the target terminal receives the work order completion signal triggered by the target employee, so that the server updates the work order status of the target work order and records the closed-loop processing data.

9. An electronic device, the electronic device being a server or terminal, the electronic device comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, characterized in that, When the processor corresponding to the server and the processor corresponding to the terminal execute the computer program simultaneously, the work order intelligent management method as described in any one of claims 1-7 is implemented.

10. A computer-readable storage medium, characterized in that, The storage medium stores a computer program, which includes program instructions. When executed by a processor, the program instructions cause the processor to perform the work order intelligent management method as described in any one of claims 1-7.

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