A property complaint submission and intelligent dispatching method and system

Abstract

The application discloses a kind of property complaint submission and intelligent dispatching method and system, it is related to property management technical field, establish several data acquisition terminals to carry out collection to the information related to house, the information related to house is handled as corresponding complaint work order, after data security protection is carried out to complaint work order, store to edge distribution equipment, the data channel between each edge distribution equipment and cloud end integrated equipment is constructed, complaint work order in each edge distribution equipment is transmitted to cloud end integrated equipment by data channel, work order pool is deployed at cloud end integrated equipment, the feature analysis of several complaint work orders is carried out by work order pool, obtain the work order feature dataset corresponding to each complaint work order, based on work order feature dataset, complaint work order is executed dispatching operation, matching compatible property management personnel processes each complaint work order, the present application realizes the standard collection, safe transmission and accurate dispatching of complaint work order, improves property management efficiency and house satisfaction.

Description

Technical Field

[0001] This invention relates to the field of property management technology, specifically to a method and system for submitting and intelligently dispatching property complaints. Background Technology

[0002] In current property management practices, complaint submission channels are fragmented, work order generation processes are cumbersome, and a standardized collection mechanism is lacking, resulting in low efficiency in transmitting resident complaint information. Furthermore, work orders lack effective data security protection measures during storage and transmission, making them susceptible to information leakage or tampering. In addition, work order assignment relies heavily on manual allocation, failing to accurately match work order characteristics with the capabilities of property management personnel, leading to unreasonable assignments, low processing efficiency, and poor resident satisfaction, thus failing to meet the demands for intelligent and efficient property management. Summary of the Invention

[0003] The purpose of this invention is to provide a method and system for submitting property complaints and intelligent dispatching, so as to solve the problems in the background art.

[0004] To achieve the above objectives, the present invention provides the following technical solution: a method for submitting property complaints and intelligent dispatching, comprising the following steps:

[0005] Step S1: Establish several data collection terminals, collect relevant information about residents at the data collection terminals, process the relevant information into corresponding complaint work orders, and store the complaint work orders in edge distribution devices after data security protection.

[0006] This involves creating a port IP address, creating a data operation node based on the port IP address, processing the data operation node, establishing a data collection terminal, filling the collected resident information into a preset work order template, and generating a complaint work order for the corresponding resident.

[0007] Step S2: Construct a data channel between each edge distribution device and the cloud integration device, transmit complaint tickets from each edge distribution device to the cloud integration device through the data channel, and deploy a ticket pool at the cloud integration device;

[0008] Step S3: Perform feature analysis on several complaint work orders through the work order pool to obtain the work order feature dataset corresponding to each complaint work order. Based on the work order feature dataset, perform dispatch operation on the complaint work orders and match suitable property management personnel to process each complaint work order.

[0009] In a preferred embodiment, several data collection terminals are established. The process of collecting resident-related information at these terminals and processing it into corresponding complaint work orders includes:

[0010] Create a corresponding number of port IP addresses based on the number of registered residents in the property.

[0011] A data operation node is created for each resident based on each port IP address. The network logs of the local area network where the data operation node is located are obtained. The network status of the local area network is analyzed in real time based on the network logs. When the network status meets the collection conditions, the corresponding data operation node is granted data writing permissions, thereby converting the data operation node into a data collection terminal.

[0012] The system obtains relevant information for each resident, and the corresponding data collection terminal collects this information. The resident information is then entered into a preset work order template, and a work order serial number is created based on the port IP address, thereby generating a complaint work order for the corresponding resident.

[0013] In a preferred embodiment, the process of storing complaint work orders on an edge distribution device after data security protection includes:

[0014] Set up a data receiving unit, a data encryption unit, and a data sending unit;

[0015] The data receiving unit is used to receive all residents' complaint work orders;

[0016] The data encryption unit is used to construct several data protection nodes and set up an encryption architecture at each data protection node. After processing each complaint work order into a corresponding data stream, it is submitted to each data protection node in sequence. Data security protection is performed at each data protection node. The data stream after the last data protection node has completed data security protection is encapsulated into a secure data packet and submitted to the data sending unit.

[0017] Edge distribution devices are deployed at the location of each data acquisition terminal. The data sending unit is used to obtain the device access permissions of several edge distribution devices, transfer the security data packets from the data encryption unit to the data sending unit, and then send all the security data packets to the edge distribution devices for storage.

[0018] In a preferred embodiment, the data security protection process performed at the data protection node includes:

[0019] Set up a security processing layer, a basic storage layer, and a data interception layer. Build a first inter-layer channel between the data interception layer and the security processing layer, and build a second inter-layer channel between the security processing layer and the basic storage layer.

[0020] The data interception layer is used to intercept the information content of all access objects accessing the data protection node, filter out external data from the intercepted information content, parse the abnormal data content corresponding to the external data, and use it as a message digest of access objects with an attack posture.

[0021] The security processing layer is used to obtain and process the information digest, determine the final access intention of each access object with an attack posture, and decide whether to perform data security protection based on the final access intention.

[0022] The basic storage layer is used to temporarily store secure data packets after they have been protected.

[0023] Broadcast nodes are set up between several first-level inter-channels to share the final access intentions of different access objects and to process access objects with the same final access intentions in a group.

[0024] Transmission queues are set up among several inter-layer 2 channels. The communication congestion level between each inter-layer 2 channel is determined. Security data packets on inter-layer 2 channels whose communication congestion level does not meet the transmission requirements are transferred to other inter-layer 2 channels that meet the transmission requirements through the transmission queues for continued transmission.

[0025] In a preferred embodiment, a data channel is established between each edge distribution device and the cloud integration device. Complaint tickets from each edge device are transmitted to the cloud integration device via the data channel. The process of deploying a ticket pool at the cloud integration device includes:

[0026] Establish a channel touchpoint at the location of each edge distribution device, deploy cloud integration devices, and establish a channel nest at the location of the cloud integration devices;

[0027] Connect all channel touch points to the idle positions on the channel nest to build several data channels between several edge distribution devices and cloud integration devices. Create a listening thread at each edge distribution device and bind the complaint work order to the listening thread.

[0028] The listening thread is used to perform data listening operations on the transmission process of complaint tickets. Each complaint ticket completes its own transmission from the edge distributed device to the cloud integrated device through its corresponding data channel.

[0029] Determine if the cloud integration device is in a secure environment. If so, deploy a work order pool for the cloud integration device. The work order pool is used to securely store all complaint work orders. If not, do not perform any operation.

[0030] In a preferred embodiment, the listening thread performs data monitoring operations on the transmission process of complaint work orders, and the process of securely storing complaint work orders in the work order pool includes:

[0031] Before the complaint ticket is transmitted through the data channel, the listening thread performs secure encapsulation on the complaint ticket, generating a secure data packet containing a protocol header and encrypted payload. During the transmission process, the listening thread performs bypass listening, records the sending log, and monitors protocol compliance and transmission status.

[0032] After the security data packet is transmitted to the cloud integration device, it undergoes secondary dynamic verification. Once the verification is successful, the work order pool decapsulates, decrypts, and verifies the integrity of the security data packet, restoring it into a structured complaint work order.

[0033] Complaint work orders are categorized based on their content and affixed with security tags that include data confidentiality levels. Based on these security tags, the complaint work orders are encrypted using differentiated keys and stored in a database. A traceability chain code covering the entire transmission and storage process is established to trace the source of the complaint work orders.

[0034] In a preferred embodiment, the process of performing feature analysis on a pool of complaint work orders to obtain a work order feature dataset corresponding to each complaint work order includes:

[0035] Create a corresponding work order analysis script for the work order pool. The work order analysis script consists of several complaint keywords. Each complaint keyword is used to represent a type of complaint content. Import the complaint work orders into the work order pool and break them down into several complaint phrase items within the work order pool.

[0036] The distance between each complaint phrase and several complaint keywords is analyzed sequentially. All complaint keywords with a distance greater than or equal to a preset distance threshold are selected as candidate phrases. The candidate phrases corresponding to all complaint phrases under a complaint work order are summarized as the work order feature dataset for the corresponding complaint work order.

[0037] In a preferred embodiment, the process of dispatching complaint work orders based on the work order feature dataset and matching suitable property management personnel to process each complaint work order includes:

[0038] Obtain historical decision data for each property management personnel, construct a personnel profile for each property management personnel based on the historical decision data, obtain the correlation between the work order feature dataset and the personnel profile, and determine the recipient of the complaint work order based on the correlation.

[0039] All complaint work orders are dispatched to the appropriate property management personnel. Each property management personnel, based on the content of the complaint work orders they receive, completes the processing of the corresponding complaint work orders, thereby resolving the complaints of the residents corresponding to the complaint work orders.

[0040] This invention also provides a property complaint submission and intelligent dispatch system, the system comprising:

[0041] The complaint data collection module is used to establish several data collection terminals, collect relevant information about residents at the data collection terminals, process the relevant information into corresponding complaint work orders, and store the complaint work orders in edge distribution devices after data security protection.

[0042] The complaint ticket management module is used to build a data channel between each edge distribution device and the cloud integration device. The complaint tickets in each edge distribution device are transmitted to the cloud integration device through the data channel, and the ticket pool is deployed at the cloud integration device.

[0043] The complaint handling module performs feature analysis on several complaint work orders through the work order pool to obtain the work order feature dataset corresponding to each complaint work order. Based on the work order feature dataset, it performs dispatch operations on the complaint work orders and matches the appropriate property management personnel to process each complaint work order.

[0044] The technical effects and advantages provided by the present invention in the above technical solution are as follows:

[0045] 1. This invention establishes several data collection terminals to achieve standardized collection of resident-related information and automatic generation of complaint work orders, simplifying the complaint submission process, improving the timeliness and accuracy of complaint information collection, and solving the problems of scattered complaint channels and cumbersome work order generation in traditional complaint channels.

[0046] 2. This invention stores complaint work orders in edge distribution devices after data security protection and transmits them to the cloud work order pool through a dedicated data channel, ensuring the security of work order data throughout the process and preventing information leakage or tampering. Work orders are dispatched based on work order feature analysis and adaptation matching mechanism, which is more suitable for the connection between complaint work orders and property management personnel, improves the efficiency and quality of work order processing, and increases resident satisfaction. Attached Figure Description

[0047] To more clearly illustrate the technical solutions in the embodiments of this application or the prior art, the drawings used in the embodiments will be briefly introduced below. Obviously, the drawings described below are only some embodiments recorded in this invention. For those skilled in the art, other drawings can be obtained based on these drawings.

[0048] Figure 1 This is a flowchart of the method of the present invention.

[0049] Figure 2 This is a schematic diagram illustrating the connection relationship between the channel contact point and the channel nest of the present invention.

[0050] Figure 3 This is a system block diagram of the present invention. Detailed Implementation

[0051] To make the objectives, technical solutions, and advantages of the embodiments of the present invention clearer, the technical solutions of the embodiments of the present invention will be clearly and completely described below with reference to the accompanying drawings. Obviously, the described embodiments are only some embodiments of the present invention, not all embodiments. Based on the embodiments of the present invention, all other embodiments obtained by those skilled in the art without creative effort are within the scope of protection of the present invention.

[0052] Example 1, please refer to Figure 1 As shown in this embodiment, a method for submitting property complaints and intelligent dispatching includes the following steps:

[0053] Step S1: Establish several data collection terminals, collect relevant information about residents at the data collection terminals, process the relevant information into corresponding complaint work orders, and store the complaint work orders in edge distribution devices after data security protection.

[0054] This involves creating a port IP address, creating a data operation node based on the port IP address, processing the data operation node, establishing a data collection terminal, filling the collected resident information into a preset work order template, and generating a complaint work order for the corresponding resident.

[0055] Step S2: Construct a data channel between each edge distribution device and the cloud integration device, transmit complaint tickets from each edge distribution device to the cloud integration device through the data channel, and deploy a ticket pool at the cloud integration device;

[0056] Step S3: Perform feature analysis on several complaint work orders through the work order pool to obtain the work order feature dataset corresponding to each complaint work order. Based on the work order feature dataset, perform dispatch operation on the complaint work orders and match suitable property management personnel to process each complaint work order.

[0057] It should be further explained that, in the specific implementation process, several data collection terminals are established. The process of collecting resident-related information at these terminals and processing it into corresponding complaint work orders includes:

[0058] The total number of registered residents in the property management is counted, and a corresponding number of port IP addresses are created based on the total number of registered residents. The port IP addresses serve as login credentials for users to log in to the property management platform.

[0059] A data operation node is created for each household based on each port IP address. The network logs of the local area network where the data operation node is located are obtained. The network logs are used to record the network latency, packet loss rate and network bandwidth of the local area network. The network status of the local area network is then analyzed in real time based on the network logs. When the network latency, packet loss rate and network bandwidth of the local area network are all within the preset qualified range, the network status of the corresponding local area network is marked as meeting the collection conditions. Otherwise, the corresponding local area network is marked as not meeting the collection conditions.

[0060] When the network status meets the data collection conditions, the corresponding data operation node is granted data writing permission, thereby converting the data operation node into a data collection terminal. The data collection terminal is used to collect relevant information about residents, including resident name, ID number, contact number, building number, unit number and room number of the community, complaint registration time, complaint filing number and previous complaint records.

[0061] The data collection terminal corresponding to each resident collects relevant resident information and fills it into a preset work order template. Then, based on their respective information types, the resident information is filled into the corresponding positions in the work order template to generate the corresponding resident's complaint content. A work order serial number is created based on the port IP address, thereby generating the corresponding resident's complaint work order. The work order serial number is unique and serves as a unique identifier for the complaint work order.

[0062] It should be further explained that, in the specific implementation process, the process of storing complaint work orders on edge distribution devices after data security protection includes:

[0063] Set up a data receiving unit, a data encryption unit, and a data sending unit;

[0064] Among them, the data receiving unit, data encryption unit and data sending unit are all set up based on virtual machines as carriers, each corresponding to a virtual machine in a distributed location, and the operations to be performed by each are executed through virtual machines;

[0065] The data receiving unit, data encryption unit, and data sending unit each perform the following operations: The data receiving unit is used to receive all residents' complaint work orders. Each resident's complaint work order corresponds to a receiving address of the virtual machine when it is received, and a corresponding temporary receiving space is created based on the corresponding receiving address. The complaint work order is verified in the temporary receiving space. After verification, it is sent to the data encryption unit and the temporary receiving space is destroyed.

[0066] The data encryption unit is used to construct several data protection nodes. These nodes are labeled and denoted as i, where i = 1, 2, 3, ..., n, and n is a natural number greater than 0. Each data protection node is configured with an encryption architecture, resulting in several types of encryption architectures for the multiple data protection nodes. Each complaint work order is processed into a corresponding data stream and then submitted sequentially to each data protection node. Data encryption is performed once based on different encryption architectures, and data security protection is performed once at each data protection node. The data stream after data security protection is completed at the last data protection node is encapsulated as a secure data packet and submitted to the data sending unit.

[0067] Several edge distribution devices are acquired and debugged. After debugging, communication between the edge distribution devices and the data acquisition terminal is established. Then, edge distribution devices are deployed at the location of each data acquisition terminal. Each edge distribution device is used to obtain a complaint work order corresponding to a resident. The data sending unit is used to obtain device access permissions for each of the edge distribution devices. The secure data packets from the data encryption unit are transferred to the data sending unit. The transfer process is divided into several transfer time periods based on time sequence. The first transfer time period is selected as the gray-scale test period. During the gray-scale test period, it is checked whether the secure data packets have completed a stage of secure transmission. If so, the current gray-scale test period is set as the secure period, and the next adjacent transfer time period in the time sequence is selected as the new gray-scale test period for detection. If not, it is rolled back to the origin of the gray-scale test period, and anomaly detection is performed on the gray-scale test period to locate the interference source causing the stage of secure transmission anomaly and correct it. After correction, the gray-scale test period is set as the secure period. The data sending unit sends all secure data packets to the edge distribution devices for storage.

[0068] The specific data security protection measures implemented at each data protection node are as follows: a security processing layer, a basic storage layer, and a data interception layer are set up. The security processing layer is located between the data interception layer and the basic storage layer, serving as middleware for data interaction between the two layers. A first inter-layer channel is constructed to connect the data interception layer and the security processing layer, and a second inter-layer channel is constructed to connect the security processing layer and the basic storage layer.

[0069] The first inter-layer channel is used for data interaction between the data interception layer and the security processing layer;

[0070] The data interception layer is used to intercept the information content of all access objects accessing the data protection node, filter out external data from the intercepted information content, parse the abnormal data content corresponding to the external data, and use it as a message digest of access objects with an attack posture.

[0071] Several interception templates are set up in the data interception layer. Each interception template is pre-entered with an abnormal access scenario. The data interception layer monitors all access objects that access itself based on several interception templates until a number of access objects that match the abnormal access scenario are identified.

[0072] Record all data content of the access object corresponding to each abnormal access scenario, and use it as the information content of each access object. Compare and analyze the information content with the preset external data standard to determine the abnormal data content contained in the external data.

[0073] When the external data contains abnormal data content, the corresponding access object is identified as having an attack posture. If the external data does not contain abnormal data content, it is identified as not having an attack posture. The abnormal data content of each access object under the attack posture is used as its own information digest.

[0074] The attack patterns include scanning attacks, vulnerability exploitation attacks, and malicious code attacks. Examples of scanning attacks include: under abnormal access scenarios, the target can tamper with and modify work orders by performing port scans on the IP address of the work order pool or by traversing the directory of the work order submission API. Examples of vulnerability exploitation attacks include: under abnormal access scenarios, the target can implant backdoors by exploiting known RCE vulnerabilities in the edge device firmware or by injecting SQL into the database. Examples of malicious code attacks include: under abnormal access scenarios, the target can encrypt the database files of the cloud work order pool using ransomware and consume the computing resources of the edge device.

[0075] The second interlayer channel is used to perform data interaction between the security processing layer and the basic storage layer;

[0076] The security processing layer is used to obtain and process the information digest, determine the final access intention of each access object with an attack posture, and decide whether to perform data security protection based on the final access intention.

[0077] The message digest is compared and matched with a pre-built access rule engine to extract the confidence level of the accessed object. Based on the confidence level, the type of the accessed object's final access intention is determined, as follows:

[0078] Let τ denote the confidence level of the access object. Different types of final access intentions include normal access intention, suspicious access intention, and malicious access intention. The confidence intervals of normal access intention, suspicious access intention, and malicious access intention are set as Ω1, Ω2, and Ω3, respectively, where Ω1 = (0, 0.6), Ω2 = [0.6, 0.8), and Ω3 = [0.8, 1).

[0079] When τ∈Ω1, the final access intention is determined to be a normal access intention, and no data security protection is performed; when τ∈Ω2 or τ∈Ω3, data security protection is performed.

[0080] The basic storage layer is used to temporarily store security data packets after they have been protected. Each security data packet is allocated an independent memory area in the basic storage layer.

[0081] Broadcast nodes are set up between several first-level inter-channels to share the final access intentions of different access objects and to process access objects with the same final access intentions in a group.

[0082] Among them, all access objects with normal access intentions are considered as the normal object set, and all access objects with suspicious or malicious access intentions are considered as the abnormal object set. No operation is performed on the normal object set. The first access object in the abnormal object set is used as the parsing target. A corresponding defense strategy to resolve the exception is set for the parsing target, and the defense strategy is adapted to other access objects with the same exception in the abnormal object set. Other access objects can directly call it. If it does not exist, the latest parsing target is determined, and a corresponding defense strategy is set for the latest parsing target. The new defense strategy is then adapted to other unprocessed access objects to determine the access objects that can call the current defense strategy, until all access objects are processed.

[0083] Transmission queues are set up between several inter-layer 2 channels to determine the communication congestion degree between each inter-layer 2 channel. The communication congestion degree is determined by transmission delay, packet loss rate, bandwidth utilization and delay jitter. Specifically, the scores of transmission delay, packet loss rate, bandwidth utilization and delay jitter are obtained, and corresponding weighting weights are set for different scores to calculate the final communication congestion degree corresponding to the congestion degree score.

[0084] Security data packets on inter-layer 2 channels whose communication congestion does not meet the transmission requirements are transferred to other inter-layer 2 channels that meet the transmission requirements through the transmission queue for continued transmission.

[0085] The scores for transmission delay, packet loss rate, bandwidth utilization, and retransmission rate are respectively denoted as Score1, Score2, Score3, and Score4. Transmission delay Score1 = average round-trip time of the channel / baseline delay; packet loss rate Score2 = (number of packets sent - number of packets actually received) / number of packets sent × 100%; bandwidth utilization Score3 = (actual traffic bit rate / theoretical maximum bandwidth) × 100%; retransmission rate Score4 = (number of TCP retransmitted segments / total number of TCP segments) × 100%.

[0086] Let the weights of Score1 to Score4 be denoted as w1, w2, w3, and w4, respectively, where w1, w2, w3, and w4 are all real numbers greater than 0, and w1 + w2 + w3 + w4 = 1. Let the congestion score be denoted as D. The congestion score D is expressed as follows:

[0087] D=Score1×w1+Score2×w2+Score3×w3+Score4×w4;

[0088] Set a blocking threshold and denote it as Yz;

[0089] When D≥Yz, the communication congestion level is determined to be unacceptable.

[0090] When D < Yz, the communication congestion level is considered to meet the requirements.

[0091] It should be further explained that, in the specific implementation process, the process of building a data channel between each edge distribution device and the cloud integration device, transmitting complaint tickets from each edge distribution device to the cloud integration device through the data channel, and deploying the ticket pool at the cloud integration device includes:

[0092] Establish a channel touch point at the location of each edge distribution device, deploy cloud integration devices, and establish a channel nest at the location of the cloud integration devices. Connect all channel touch points to the idle positions on the channel nest to build several data channels between several edge distribution devices and cloud integration devices. Create a listening thread at each edge device and bind the complaint work order to the listening thread.

[0093] Please see Figure 2 The diagram illustrates the connection relationship between the channel touchpoint and the channel nest.

[0094] The channel nest consists of several channel blocks. Different channel blocks communicate with each other. Each channel block is used to connect to a data channel. The channel block has different block states, including occupied state and idle state. When it is in the occupied state, the channel block is represented by a black block in the channel nest. At this time, the channel block has just completed the connection to the data channel in the previous communication cycle, and the network resources in the channel block have not been released.

[0095] The channel touch point is deployed at one end of the data channel and the edge distribution device. Several edge distribution devices initiate a link request at the junction, and the channel touch point moves to the junction based on the touch path (the touch path is the dotted line between the channel touch point and the junction). Each channel touch point is bound to an edge distribution device that initiated the link request and communicates with each edge distribution device. The channel touch point is used to obtain the data stored in the edge distribution device and transmit the obtained data to the data channel.

[0096] Set up a monitoring gateway that covers all touch chain paths. The monitoring gateway is used to obtain the number and type of the initiated link requests. When the number of link requests exceeds the maximum number of channel touch chain points, all channel touch chain points are opened to process the corresponding number of link requests. The link requests that have not yet been processed are grouped into a cache queue.

[0097] All link requests in the cache queue are temporarily suspended from uploading. Whenever a channel touch point transmits data from the corresponding bound edge distribution device to the channel nest through its respective data channel and stores the data in the channel nest, the channel touch point returns to the junction along the data channel and continues to obtain new link requests from the cache queue for processing.

[0098] In this process, after the channel contact point obtains the data corresponding to the edge distribution device, it moves along its own data channel to the channel nest position. In the channel nest, it selects the channel block connected to the data channel as the carrier object and sets the mobile block object of the carrier object (the mobile block object is also a channel block, and the mobile block object is a channel block in an occupied state). The number of mobile block objects is selected as three. Different mobile block objects are connected through the connection structure of the channel nest. The first mobile block object of the three is used as the front sentinel object, the last mobile block object of the three is used as the rear sentinel object, and the mobile block object in the middle position is used as the storage block.

[0099] The data within the carrier block object is transferred to the move block object. The transfer path is: front sentinel object - storage block or back sentinel object - storage block. The transferred data is copied between the front sentinel object and the back sentinel object to generate a corresponding fake data packet. The fake data packet is not the actual data to be transmitted, but only data that is structurally similar to it. It is used to induce external attacks on the fake data packet, thereby protecting the real data.

[0100] The storage block is used to store the data that the edge distribution device needs to actually transmit for each link request. It also packages the front sentinel object, the back sentinel object and its own block address connected to the storage block into a call address, stores the call address in the storage block, and opens the storage block to access the cloud-integrated device.

[0101] The cloud integration device establishes a communication connection with the channel nest. The cloud integration device requests access to the channel nest based on its own access permissions. When the access is executed, the front sentinel object and the back sentinel object determine whether there is an external attack. If so, they allocate the disguised data packets at their respective locations for the external attack to execute. After the execution is completed, the call address corresponding to the storage block is sent to the cloud integration device based on the channel nest.

[0102] The cloud-integrated device copies the call address as the towing address and stores it in itself, establishing a mapping relationship between the towing address and the call address. When the cloud-integrated device needs to obtain data from the edge distributed device, it obtains the data at the call address through the towing address.

[0103] The listening thread is used to perform data listening operations on the transmission process of complaint tickets. Each complaint ticket completes its own transmission from the edge distribution device to the cloud integration device through its corresponding data channel.

[0104] The transmission process is divided into several sub-processes. The process information of each sub-process is obtained sequentially based on the time sequence. The process information of each sub-process is compared with the preset process paradigm information. If the two do not match, the corresponding sub-process is cleaned up to remove the interference information that tampers with the process information. If the two match, no operation is performed.

[0105] Determine if the cloud integration device is in a secure environment. If so, deploy a work order pool for the cloud integration device. The work order pool is used to securely store all complaint work orders. If not, do not perform any operation.

[0106] Before the complaint ticket is transmitted through the data channel, the listening thread performs secure encapsulation on the complaint ticket, generating a secure data packet containing a protocol header and a ciphertext payload. During the transmission process, the listening thread performs bypass listening, records the sending log, and monitors the protocol compliance and transmission status.

[0107] After the secure data packet is transmitted to the cloud integration device, it undergoes secondary dynamic verification. Once the verification is successful, the work order pool decapsulates, decrypts, and verifies the integrity of the secure data packet, restoring it to a structured complaint work order. The complaint work orders are then categorized based on their content and a security tag containing the data security level is attached. The complaint work order is then encrypted using a differentiated key based on the security tag and stored in the database. This establishes a traceability chain code covering the entire transmission and storage process for tracing the source of the complaint work order.

[0108] It should be further explained that, in the specific implementation process, the process involves performing feature analysis on several complaint work orders through a work order pool to obtain a work order feature dataset corresponding to each complaint work order. Based on the work order feature dataset, the process of dispatching complaint work orders and matching appropriate property management personnel to handle each complaint work order includes:

[0109] Create a corresponding work order analysis script for the work order pool. The work order analysis script consists of several complaint keywords. Each complaint keyword is used to represent a type of complaint content. Import the complaint work orders into the work order pool and break them down into several complaint phrase items within the work order pool.

[0110] The distance between each complaint phrase and several complaint keywords is analyzed sequentially. All complaint keywords with a distance greater than or equal to a preset distance threshold are selected as candidate phrases. The candidate phrases corresponding to all complaint phrases under a complaint work order are summarized as the work order feature dataset for the corresponding complaint work order.

[0111] The process for obtaining the word distance between complaint phrases and complaint keywords is as follows:

[0112] Both complaint phrases and keywords are instantiated into their respective feature vectors, and the feature vector corresponding to the complaint phrases is denoted as... The feature vector corresponding to the complaint keywords is denoted as The distance between the two corresponding words is denoted as Then we have the following:

[0113] ;

[0114] Let the distance threshold be denoted as ,when When, the corresponding complaint phrases are used as candidate phrases, when In such cases, the wording of the complaint will be filtered.

[0115] Obtain historical decision data for each property management personnel, construct a personnel profile for each property management personnel based on the historical decision data, obtain the correlation between the work order feature dataset and the personnel profile, and determine the recipient of the complaint work order based on the correlation.

[0116] Set up an association binding range. When the correlation between a certain work order feature dataset and a person profile is within the association binding range, the corresponding resident's complaint work order will be dispatched to the property management personnel bound to the corresponding association binding range.

[0117] All complaint work orders are dispatched to the appropriate property management personnel. Each property management personnel, based on the content of the complaint work orders they receive, completes the processing of the corresponding complaint work orders, thereby resolving the complaints of the residents corresponding to the complaint work orders.

[0118] Example 2, please refer to Figure 3 As shown, the present invention also provides a property complaint submission and intelligent dispatch system, the system comprising:

[0119] The complaint data collection module is used to establish several data collection terminals, collect relevant information about residents at the data collection terminals, process the relevant information into corresponding complaint work orders, and store the complaint work orders in edge distribution devices after data security protection.

[0120] The complaint ticket management module is used to build a data channel between each edge distribution device and the cloud integration device. The complaint tickets in each edge distribution device are transmitted to the cloud integration device through the data channel, and the ticket pool is deployed at the cloud integration device.

[0121] The complaint handling module performs feature analysis on several complaint work orders through the work order pool to obtain the work order feature dataset corresponding to each complaint work order. Based on the work order feature dataset, it performs dispatch operations on the complaint work orders and matches the appropriate property management personnel to process each complaint work order.

[0122] The above description is merely a specific embodiment of this application, but the scope of protection of this application is not limited thereto. Any variations or substitutions that can be easily conceived by those skilled in the art within the scope of the technology disclosed in this application should be included within the scope of protection of this application. Therefore, the scope of protection of this application should be determined by the scope of the claims.

Claims

1. A method for submitting and intelligently dispatching property complaints, characterized in that, Includes the following steps: Step S1: Establish several data collection terminals, collect relevant information about residents at the data collection terminals, process the relevant information into corresponding complaint work orders, and store the complaint work orders in edge distribution devices after data security protection. This involves creating a port IP address, creating a data operation node based on the port IP address, processing the data operation node, establishing a data collection terminal, filling the collected resident information into a preset work order template, and generating a complaint work order for the corresponding resident. Step S2: Construct a data channel between each edge distribution device and the cloud integration device, transmit complaint tickets from each edge distribution device to the cloud integration device through the data channel, and deploy a ticket pool at the cloud integration device; Establish a channel touchpoint at the location of each edge distribution device, deploy cloud integration devices, and establish a channel nest at the location of the cloud integration devices; Connect all channel touch points to the idle positions on the channel nest to build several data channels between several edge distribution devices and cloud integration devices. Create a listening thread at each edge distribution device and bind the complaint work order to the listening thread. The listening thread is used to perform data listening operations on the transmission process of complaint tickets. Each complaint ticket completes its own transmission from the edge distribution device to the cloud integration device through its corresponding data channel. Determine if the cloud integration device is in a secure environment. If so, deploy a work order pool for the cloud integration device. The work order pool is used to securely store all complaint work orders. If not, do not perform any operation. Step S3: Perform feature analysis on several complaint work orders through the work order pool to obtain the work order feature dataset corresponding to each complaint work order. Create a corresponding work order analysis script for the work order pool. The work order analysis script consists of several complaint keywords. Each complaint keyword is used to represent a type of complaint content. Import the complaint work orders into the work order pool and break them down into several complaint phrase items within the work order pool. Analyze the word distance between each complaint phrase item and several complaint keywords in turn. Select all complaint keywords with word distance greater than or equal to a preset distance threshold as candidate phrases. Summarize all candidate phrases corresponding to complaint phrases under a complaint work order as the work order feature dataset of the corresponding complaint work order. Based on the work order feature dataset, complaint work orders are dispatched, and suitable property management personnel are matched to process each complaint work order. Historical decision data corresponding to each property management personnel is obtained, and a personnel profile of each property management personnel is constructed based on the historical decision data. The correlation between the work order feature dataset and the personnel profile is obtained, and the dispatch recipient of the complaint work order is determined based on the correlation. All complaint work orders are dispatched to the corresponding suitable property management personnel. Each property management personnel completes the processing of the corresponding complaint work order based on the content of the complaint work order they have received, thereby resolving the complaint issues of the residents corresponding to the complaint work orders.

2. The method for submitting and intelligently dispatching property complaints according to claim 1, characterized in that, The process of establishing several data collection terminals, collecting resident-related information at these terminals, and processing this information into corresponding complaint work orders includes: Create a corresponding number of port IP addresses based on the number of registered residents in the property. A data operation node is created for each resident based on each port IP address. The network logs of the local area network where the data operation node is located are obtained. The network status of the local area network is analyzed in real time based on the network logs. When the network status meets the collection conditions, the corresponding data operation node is granted data writing permissions, thereby converting the data operation node into a data collection terminal. The system obtains relevant information for each resident, and the corresponding data collection terminal collects this information. The resident information is then entered into a preset work order template, and a work order serial number is created based on the port IP address, thereby generating a complaint work order for the corresponding resident.

3. The method for submitting and intelligently dispatching property complaints according to claim 2, characterized in that, The process of storing complaint tickets on edge distribution devices after data security protection includes: Set up a data receiving unit, a data encryption unit, and a data sending unit; The data receiving unit is used to receive all residents' complaint work orders; The data encryption unit is used to construct several data protection nodes and set up an encryption architecture at each data protection node. After processing each complaint work order into a corresponding data stream, it is submitted to each data protection node in sequence. Data security protection is performed at each data protection node. The data stream after the last data protection node has completed data security protection is encapsulated into a secure data packet and submitted to the data sending unit. Edge distribution devices are deployed at the location of each data acquisition terminal. The data sending unit is used to obtain the device access permissions of several edge distribution devices, transfer the security data packets from the data encryption unit to the data sending unit, and then send all the security data packets to the edge distribution devices for storage.

4. The method for submitting and intelligently dispatching property complaints according to claim 3, characterized in that, The data security protection process at the data protection node includes: Set up a security processing layer, a basic storage layer, and a data interception layer. Build a first inter-layer channel between the data interception layer and the security processing layer, and build a second inter-layer channel between the security processing layer and the basic storage layer. The data interception layer is used to intercept the information content of all access objects accessing the data protection node, filter out external data from the intercepted information content, parse the abnormal data content corresponding to the external data, and use it as a message digest of access objects with an attack posture. The security processing layer is used to obtain and process the information digest, determine the final access intention of each access object with an attack posture, and decide whether to perform data security protection based on the final access intention. The basic storage layer is used to temporarily store secure data packets after they have been protected. Broadcast nodes are set up between several first-level inter-channels to share the final access intentions of different access objects and to process access objects with the same final access intentions in a group. Transmission queues are set up among several inter-layer 2 channels. The communication congestion level between each inter-layer 2 channel is determined. Security data packets on inter-layer 2 channels whose communication congestion level does not meet the transmission requirements are transferred to other inter-layer 2 channels that meet the transmission requirements through the transmission queues for continued transmission.

5. The method for submitting and intelligently dispatching property complaints according to claim 4, characterized in that, The listening thread performs data monitoring operations on the transmission process of complaint work orders, and the process of securely storing complaint work orders in the work order pool includes: Before the complaint ticket is transmitted through the data channel, the listening thread performs secure encapsulation on the complaint ticket, generating a secure data packet containing a protocol header and encrypted payload. During the transmission process, the listening thread performs bypass listening, records the sending log, and monitors protocol compliance and transmission status. After the security data packet is transmitted to the cloud integration device, it undergoes secondary dynamic verification. Once the verification is successful, the work order pool decapsulates, decrypts, and verifies the integrity of the security data packet, restoring it into a structured complaint work order. Complaint work orders are categorized based on their content and affixed with security tags that include data confidentiality levels. Based on these security tags, the complaint work orders are encrypted using differentiated keys and stored in a database. A traceability chain code covering the entire transmission and storage process is established to trace the source of the complaint work orders.

6. A property complaint submission and intelligent dispatch system, used to implement the property complaint submission and intelligent dispatch method according to any one of claims 1 to 5, characterized in that, The system includes: The complaint data collection module is used to establish several data collection terminals, collect relevant information about residents at the data collection terminals, process the relevant information into corresponding complaint work orders, and store the complaint work orders in edge distribution devices after data security protection. The complaint ticket management module is used to build a data channel between each edge distribution device and the cloud integration device. The complaint tickets in each edge distribution device are transmitted to the cloud integration device through the data channel, and the ticket pool is deployed at the cloud integration device. The complaint handling module performs feature analysis on several complaint work orders through the work order pool to obtain the work order feature dataset corresponding to each complaint work order. Based on the work order feature dataset, it performs dispatch operations on the complaint work orders and matches the appropriate property management personnel to process each complaint work order.

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