Comprehensive public digital smart access system and related method

Abstract

The invention provides a comprehensive public digital smart access system and a related method, which are applied to a server in the comprehensive public digital smart access system, and the system further comprises m clients and n servers, the method comprises the following steps: responding to a first access request of a first client, wherein the first access request carries a first access intention, a first service type and a first user basic condition of the first client; distributing a first queue for the first client according to the first access intention, the first service type and the basic condition of the first user; the first queue corresponds to f servers; determining a first position of the first client in the first queue; and when the first position comprises the first position, accessing the first client to a first server corresponding to the first queue according to the first position, and feeding back the first access intention to the first server. According to the embodiment of the invention, the business handling efficiency can be improved for comprehensive public digital smart access.

Description

Technical Field

[0001] This application relates to the field of integrated public digital smart access technology, specifically to an integrated public digital smart access system and related methods. Background Technology

[0002] With the rapid development of the national strategy to promote the digital transformation of cities across the entire region, various regions across the country are also accelerating the opening up of smart city application scenarios, focusing on areas such as public services (e.g., social security services, housing provident fund services), social governance, and improvement of people's livelihoods. Consequently, the public is no longer a passive recipient, but actively participates in urban co-governance through apps, smart terminals (self-service smart terminals), and mini-programs. Thus, when handling business, the public no longer needs to go to the counter, but can use the app to handle specific business online, improving government efficiency and enhancing the public's sense of gain.

[0003] Currently, there are still some shortcomings in the integrated public digital smart access system. During the business processing process, the public often uses mechanical access, resulting in low efficiency. Therefore, it is urgent to solve the problem of how to improve the efficiency of business processing through integrated public digital smart access. Summary of the Invention

[0004] This application provides an integrated public digital smart access system and related methods, which can improve the efficiency of business processing for integrated public digital smart access.

[0005] In a first aspect, embodiments of this application provide a method for integrated public digital smart access, applied to a server in an integrated public digital smart access system, wherein the integrated public digital smart access system further includes m clients and n servers, where m and n are positive integers; the integrated public digital smart access method includes: In response to a first access request from a first client, the first access request carries a first access intent, a first service type, and the first user basic information of the first client; the first client is any one of the m clients. A first queue is allocated to the first client based on the first access intent, the first service type, and the first user's basic information; the first queue corresponds to f servers, and the n servers include the f servers; f is a positive integer; Determine the first position of the first client in the first queue; Detect whether the first position includes the first position; When the first position includes the first position, an access instruction is sent to the first client. The access instruction is used to instruct the first client to access the first server corresponding to the first queue according to the first position. The first server is one of the f servers.

[0006] Secondly, embodiments of this application provide an integrated public digital smart access system, which includes: a server, m clients, and n servers, where m and n are positive integers; wherein, The server is configured to respond to a first access request from a first client, the first access request carrying a first access intent, a first service type, and first user basic information of the first client; the first client is any one of the m clients; allocate a first queue to the first client according to the first access intent, the first service type, and the first user basic information; the first queue corresponds to f servers, the n servers include the f servers; f is a positive integer; determine the first position of the first client in the first queue; detect whether the first position includes the first position; and send an access instruction to the first client when the first position includes the first position. The first client is configured to receive the access instruction and connect the first client to the first server corresponding to the first queue according to the first position. The first server is one of the f servers.

[0007] The embodiments of this application have the following beneficial effects: This application provides an integrated public digital smart access system and related methods, applied to a server within the integrated public digital smart access system. The integrated public digital smart access system further includes m clients and n servers, where m and n are positive integers. The method includes: responding to a first access request from a first client, the first access request carrying a first access intent, a first service type, and basic information about the first user of the first client; the first client being any one of the m clients; allocating a first queue to the first client according to the first access intent, the first service type, and the basic information about the first user; the first queue corresponding to f servers, where the n servers include f servers; f being a positive integer; determining the first position of the first client in the first queue; and detecting whether the first position is... Including the first position; when the first position includes the first position, an access instruction is sent to the first client. The access instruction is used to instruct the first client to access the first server corresponding to the first queue according to the first position. The first server is one of f servers. The first access intention can reflect the complexity of the business to a certain extent, the first business type reflects the business direction or business dimension, and the first user basic information reflects the user's cognitive ability. That is, for comprehensive public digital smart access, the complexity of the business, the business direction or business dimension, and the user's cognitive ability can be comprehensively considered to allocate suitable service personnel to the public and arrange corresponding queues to wait for access to the server. Dynamic smart access can be realized based on the queuing situation, which helps to improve the efficiency of business processing. Attached Figure Description

[0008] To more clearly illustrate the technical solutions in the embodiments of this application or the prior art, the drawings used in the description of the embodiments or the prior art will be briefly introduced below. Obviously, the drawings described below are only some embodiments of this application. For those skilled in the art, other drawings can be obtained based on these drawings without creative effort.

[0009] Figure 1 This is a schematic diagram of the structure of an integrated public digital smart access system provided in an embodiment of this application; Figure 2 This is a first flowchart illustrating a comprehensive public digital smart access method provided in an embodiment of this application; Figure 3 This is a schematic diagram illustrating an interface demonstration of a comprehensive public digital smart access method provided in an embodiment of this application; Figure 4 This is a second flowchart illustrating a comprehensive public digital smart access method provided in an embodiment of this application; Figure 5 This is a first schematic diagram illustrating a queue demonstration example of a comprehensive public digital smart access method provided in this application embodiment; Figure 6 This is a second schematic diagram illustrating a queue demonstration example of a comprehensive public digital smart access method provided in this application embodiment; Figure 7 This is a schematic diagram of the third process of a comprehensive public digital smart access method provided in an embodiment of this application; Figure 8 This is a schematic diagram of the structure of a server provided in an embodiment of this application; Figure 9 This is a schematic diagram of the structure of an integrated public digital smart access device provided in an embodiment of this application. Detailed Implementation

[0010] To enable those skilled in the art to better understand the present application, the technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the accompanying drawings. Obviously, the described embodiments are only some embodiments of the present application, and not all embodiments. Based on the embodiments in the present application, all other embodiments obtained by those of ordinary skill in the art without creative effort are within the scope of protection of the present application.

[0011] The terms "first," "second," etc., in the specification, claims, and accompanying drawings of this application are used to distinguish different objects, not to describe a specific order. Furthermore, the terms "comprising" and "having," and any variations thereof, are intended to cover non-exclusive inclusion. For example, a process, method, system, product, or apparatus that includes a series of steps or units is not limited to the listed steps or units, but may optionally include steps or units not listed, or may optionally include other steps or units inherent to these processes, methods, products, or apparatuses.

[0012] It should be understood that the term "and / or" in this document is merely a description of the relationship between related objects, indicating that three relationships can exist. For example, A and / or B can represent: A existing alone, A and B existing simultaneously, or B existing alone. Additionally, the character " / " in this document indicates that the preceding and following related objects are in an "or" relationship. In the embodiments of this application, "multiple" refers to two or more.

[0013] In the embodiments of this application, "at least one item" or its similar expression refers to any combination of these items, including any combination of a single item or a plurality of items. "One or more" means one or more, while "multiple" means two or more. For example, "at least one item" of a, b, or c can represent the following seven cases: a, b, c; a and b; a and c; b and c; a, b, and c. Each of a, b, and c can be an element or a set containing one or more elements.

[0014] In this application, the term "connection" refers to various connection methods, such as direct connection or indirect connection, to achieve communication between devices. This application does not impose any limitations on this.

[0015] In this document, the term "embodiment" means that a particular feature, structure, or characteristic described in connection with an embodiment may be included in at least one embodiment of this application. The appearance of this phrase in various places throughout the specification does not necessarily refer to the same embodiment, nor is it a separate or alternative embodiment mutually exclusive with other embodiments. It will be explicitly and implicitly understood by those skilled in the art that the embodiments described herein can be combined with other embodiments.

[0016] In this embodiment of the application, "public digital smart access" can be understood as integrating technologies such as big data, artificial intelligence, and the Internet of Things into public-facing service and governance scenarios, so that the public can enjoy smarter, more convenient, and more precise services in areas such as government affairs processing, urban management, and community life.

[0017] Please see Figure 1 , Figure 1 This is a schematic diagram of the structure of an integrated public digital smart access system provided in an embodiment of this application. The integrated public digital smart access system includes a server, m clients and n servers, where m and n are positive integers; the server and m clients are connected by communication, and the server and n servers are connected by communication.

[0018] The client may include any computer device with communication capabilities. For example, the computer device may include at least one of the following: smartphone, tablet, self-service terminal, wearable device (such as smart glasses, smart ring, etc.), desktop computer, etc.

[0019] The server may include any computer device with communication capabilities. For example, the computer device may include at least one of the following: smartphone, tablet, self-service terminal, wearable device (such as smart glasses, smart ring, etc.), desktop computer, etc.

[0020] Among them, m clients can correspond to m public users who need to handle business.

[0021] In this scenario, n server-side applications can correspond to n business service personnel. Since different business service personnel have varying service capabilities and areas of expertise, different business types can be assigned to different server-side applications. In practical applications, business service personnel are not limited to a single region, city, or province; therefore, personnel familiar with specific business types can be integrated to improve business service efficiency.

[0022] The server in this integrated public digital smart access system can be used to achieve the following functions; The server is configured to respond to a first access request from a first client, the first access request carrying a first access intent, a first service type, and first user basic information of the first client; the first client is any one of the m clients; allocate a first queue to the first client according to the first access intent, the first service type, and the first user basic information; the first queue corresponds to f servers, the n servers include the f servers; f is a positive integer; determine the first position of the first client in the first queue; detect whether the first position includes the first position; and send an access instruction to the first client when the first position includes the first position. The first client is configured to receive the access instruction and connect the first client to the first server corresponding to the first queue according to the first position. The first server is one of the f servers.

[0023] Optionally, the server is further specifically used for: When the first position does not include the head position, determine the number of positions in the first queue that are ahead of the first position, and obtain k positions; k is a positive integer. Obtain k historical service datasets, k user basic information, and k access intentions corresponding to the k locations; Based on the k historical service datasets, the k basic user information, and the k access intentions, determine k estimated durations; The first waiting time is determined based on the k estimated durations; The first waiting time is synchronized to the first client.

[0024] This application provides a comprehensive public digital smart access system that can allocate suitable service personnel to the public based on a comprehensive consideration of business complexity, business direction or business dimension, and users' cognitive ability, and arrange corresponding queues to wait for access to the server. Based on the queuing situation, dynamic smart access can be achieved, which helps to improve the efficiency of business processing.

[0025] Please see Figure 2 , Figure 2 This is a flowchart illustrating a comprehensive public digital smart access method provided in an embodiment of this application. As shown in the figure, it is applied to a server in a comprehensive public digital smart access system. The comprehensive public digital smart access system further includes m clients and n servers, where m and n are positive integers. This comprehensive public digital smart access method includes: S201: In response to a first access request from a first client, the first access request carries a first access intent, a first service type, and the first user basic information of the first client; the first client is any one of the m clients.

[0026] The first access intent may include an intent type, or the first access intent may include not only an intent type but also a willingness value. The willingness value may be used to characterize the depth of processing of the first service type, or it may also characterize the willingness intensity of the first access intent.

[0027] The first business type can include government affairs processing, urban management, and community life-related businesses. For example, the first business type can include at least one of the following: social security business, housing provident fund business, community activity business, etc., without limitation.

[0028] The basic information of the first user may include at least one of the following: name, age, education, occupation, IQ, social circle, place of residence, language familiarity, cognitive level, etc., without limitation.

[0029] Taking the first client as an example, the first client is any one of the m clients. In the specific implementation, the user can describe the problem encountered. For example, user input can be obtained; this input can be text or voice. Based on this input, the corresponding first service type and first access intent can be determined. Furthermore, it can be checked whether the first access intent meets preset conditions. If the first access intent meets the preset conditions, the generation of the first access request can be automatically triggered. The preset conditions can be pre-set or system default. For example, if the first access intent is a specified intent, it means that the first access intent meets the preset conditions; conversely, if the first access intent is not a specified intent, it means that the first access intent does not meet the preset conditions. The specified intent can be pre-set or system default. Another example is that the target complexity corresponding to the first access intent can be determined according to the preset mapping relationship between access intent and service complexity. If the target complexity is greater than the preset complexity, it means that the first access intent meets the preset conditions; conversely, if the target complexity is not greater than the preset complexity, it means that the first access intent does not meet the preset conditions. The preset complexity can be pre-set or system default.

[0030] The first client can also select a service type, such as... Figure 3 As shown, the first client can enter the service hall, which can be a display page. This display page can include multiple service types, and the user can select one service type from the multiple service types to obtain the first service type. Different service types can correspond to different intelligent robots, so that the intelligent robots can help the user to conduct preliminary intelligent question and answer.

[0031] Optional, such as Figure 4 As shown, before responding to the first access request from the first client, the following steps may also be included: A1: Obtain the dialogue content between the first client and the intelligent robot; A2: Extract keywords based on the dialogue content to obtain target keywords; A3: When the target keyword includes a preset keyword, execute the step of responding to the first access request of the first client.

[0032] The preset keywords can be set in advance or are the system default. The preset keywords are used to indicate that the user needs human service or that the user is dissatisfied with the intelligent robot service. For example, the preset keywords may include "human service", or "unresolved issues", "unprofessional service", etc., or the preset keywords may include "anger".

[0033] In practice, the dialogue content between the first client and the intelligent robot can be acquired, and then keywords can be extracted from the dialogue content to obtain target keywords. For example, feature extraction can be performed based on the dialogue content to obtain first features, which may include keywords, contextual features, feature vectors, feature values, etc. The first features are then input into a first preset neural network model to obtain the target keywords. The first preset neural network model can be pre-set or a system default. Of course, keyword extraction can also be performed directly on the dialogue content to obtain target keywords.

[0034] Furthermore, if the target keyword includes the preset keyword, it indicates that the user urgently needs human service or is dissatisfied with the intelligent robot service. In this case, the step of responding to the first access request of the first client can be executed. In this way, human service can be automatically triggered, and the efficiency of public services can be improved by using the intelligent robot and human service in tandem.

[0035] If the target keyword does not include the preset keyword, it means that the user does not need human service at the moment, or that the intelligent robot can meet the user's needs and can continue to provide public services to the user.

[0036] Optionally, the following steps may also be included: The first access intent is obtained by performing semantic recognition on the dialogue content.

[0037] In practice, feature extraction can be performed based on the dialogue content to obtain a second feature. The second feature may include at least one of the following: keywords, contextual features, feature vectors, feature values, etc. The second feature is then input into a second preset neural network model to obtain the first access intent. The second preset neural network model can be pre-set or be the system default.

[0038] S202: Assign the first client to the first queue according to the first access intention, the first service type and the first user basic information; the first queue corresponds to f servers, and the n servers include the f servers; f is a positive integer.

[0039] The number of first queues can be one or more. For example, when there is one first queue, the first service type can correspond to f servers. Or, when there are f first queues, each queue can correspond to one server. Users can queue in f queues, and the user can directly connect to the server that is at the head of the queue when the corresponding server finishes its previous service. The number of first queues can be preset or set by system default.

[0040] In practice, one queue can correspond to one server, or one queue can correspond to multiple servers.

[0041] For example, Figure 5 As shown, when the number of the first queue is 1, the first queue can include x positions, namely position 1, position 2, ..., position x. Position 1 can be understood as the first position, and position x can be understood as the last position. Once a new client joins the queue, it is added to the last position and becomes the new last position. Once a client leaves the seat, for example, goes offline, the queue is updated again, that is, the position after it is moved forward.

[0042] In practice, the first access intent can reflect the complexity of the business to some extent, the first business type reflects the business direction or dimension, and the first user's basic information reflects the user's cognitive ability. Based on the first access intent, the first business type, and the first user's basic information, the first client is assigned to the first queue. That is, the business complexity, business direction or dimension, and user's cognitive ability can be comprehensively considered to assign suitable service personnel to the public and arrange corresponding queues to wait for access to the server. The first queue corresponds to f servers, and n servers include f servers; f is a positive integer. In this way, humanized service can be guaranteed, business efficiency can be improved, and public satisfaction can be increased.

[0043] Optionally, the above steps, which assign the first client to the first queue based on the first access intent, the first service type, and the first user's basic information, can be implemented in the following manner: Identify the server that satisfies the first business type, resulting in p server instances; where p is a positive integer. Obtain p historical service datasets corresponding to the p servers. Each historical service dataset includes at least one service data, and each service data corresponds to a service duration and access intent. Determine the service data in the p historical service datasets that match the first access intent to obtain p partial historical service datasets; Based on the p partial historical business service datasets, p service evaluation indicator parameter sets are determined, and the service indicator evaluation parameter sets include: service frequency, service duration, and service score. Determine p service capability values ​​based on the set of p service evaluation index parameters; Based on the basic information of the first user and the p service capability values, x servers are determined, where x is a positive integer less than or equal to q; The first queue is determined based on the x servers.

[0044] Among them, the service personnel of different servers are good at different types of services, so the server corresponding to the first business type can be determined, resulting in p servers; p is a positive integer. Then, p historical business service datasets corresponding to the p servers can be obtained. Each historical business service dataset includes at least one service data, and each service data corresponds to a service duration and access intent. During each service process, the service can be recorded in its entirety, and each business process can correspond to one service data.

[0045] Next, service data matching the first access intent is determined from p historical service data sets, resulting in p partial historical service data sets. The access intent corresponding to each service data in each of the p partial historical service data sets is the same as or similar to the first access intent. For example, the access intent corresponding to each service data can be matched with the first access intent. Alternatively, the complexity corresponding to the first access intent can be determined, and then the complexity corresponding to the access intent for each service data can be determined. The two complexities are then matched. If the complexities are similar or the same, the match is considered successful.

[0046] Next, based on p partial historical business service datasets, p service evaluation indicator parameter sets are determined. These parameter sets include: service frequency, service duration, and service score. Then, p service capability values ​​are determined based on these p service evaluation indicator parameter sets. For example, a first mapping relationship between service frequency and service capability value, a second mapping relationship between service duration and service capability value, and a third mapping relationship between service score and service capability value can be pre-stored. Taking the first service evaluation indicator parameter set as an example, which is any service evaluation indicator parameter set from the p service evaluation indicator parameter sets, a first reference service capability value corresponding to the service frequency in the first service evaluation indicator parameter set can be determined based on the first mapping relationship, and a third reference service capability value can be determined based on the second mapping relationship. The first reference service capability value corresponding to the service duration in the first service evaluation index parameter set can be determined. The third reference service capability value corresponding to the service score in the first service evaluation index parameter set can be determined based on the third mapping relationship. The first weight corresponding to the number of services, the second weight corresponding to the service duration, and the third weight corresponding to the service score are obtained respectively. The sum of the first weight, the second weight, and the third weight is 1. Based on the first reference service capability value, the second reference service capability value, the third reference service capability value, the first weight, the second weight, and the third weight, a weighted operation is performed to obtain the service capability value corresponding to the first service evaluation index parameter set, that is: first reference service capability value × first weight + second reference service capability value × second weight + third reference service capability value × third weight = service capability value corresponding to the first service evaluation index parameter set.

[0047] Furthermore, x servers can be determined based on the basic information of the first user and p service capability values, where x is a positive integer less than or equal to q. Since one queue can correspond to one server, or one queue can correspond to multiple servers, the first queue can be determined based on x servers. That is, the corresponding server can be dynamically adapted based on the basic information and service capabilities of the public, which helps to ensure business processing efficiency.

[0048] Optionally, the above steps, determining x servers based on the first user's basic information and the p service capability values, can be implemented as follows: Select the service capability values ​​that are greater than a preset threshold from the p service capability values ​​to obtain q service capability values, where q is a positive integer less than or equal to P; Based on the basic information of the first user and the q service capability values, x servers are determined, where x is a positive integer less than or equal to q; The first queue is determined based on the x servers.

[0049] The preset threshold can be set in advance or be a system default. The preset threshold can be a fixed value or a dynamic value. For example, you can select the top y service capability values ​​from P service capability values. y can be set in advance or be a system default. The average of the y service capability values ​​is then determined to obtain the preset threshold.

[0050] In specific implementation, service capability values ​​greater than a preset threshold can be selected from p service capability values ​​to obtain q service capability values, where q is a positive integer less than or equal to p. Then, based on the basic information of the first user and the q service capability values, x servers can be determined, where x is a positive integer less than or equal to q. This allows us to determine the basic information of the service personnel corresponding to the q service capability values. The basic information of the first user can be matched with the basic information of the service personnel to obtain q matching values. From the q matching values, matching values ​​greater than a preset matching value are selected to obtain x matching values. The servers corresponding to the x matching values ​​are then obtained, resulting in x servers. Since one queue can correspond to one server, or one queue can correspond to multiple servers, the first queue can be determined based on the x servers. That is, based on the matching between the basic information of the public and the basic information of the service personnel, the queue corresponding to the service personnel with better service capabilities can be dynamically selected. In other words, the appropriate server can be dynamically adapted based on the basic information of the user and the service capabilities of the service personnel, which helps to ensure business processing efficiency.

[0051] The basic information of service personnel may include at least one of the following: name, age, education, occupation, IQ, social circle, place of residence, language familiarity, cognitive level, etc., without limitation.

[0052] S203: Determine the first position of the first client in the first queue.

[0053] Here, the first position refers to the position of the first client in the first queue. For example, the first queue can have one or more elements, so the position index of the first client in the first queue can be determined and used as the first position.

[0054] For example, Figure 6 As shown, when the first queue includes multiple queues, the first position can correspond to a position in each queue. The first queue can include a head position and a tail position; the head position can be the first position, and the tail position can be the last position.

[0055] S204: Detect whether the first position includes the first position.

[0056] In the specific implementation, the server can detect whether the first position includes the first position. If the first position is included, it means that as long as the corresponding server ends the previous business, the first client can then be connected to the server.

[0057] S205: When the first position includes the first position, send an access instruction to the first client. The access instruction is used to instruct the first client to access the first server corresponding to the first queue according to the first position. The first server is one of the f servers.

[0058] In specific implementation, when the first position includes the first position, an access command can be sent to the first client. This access command instructs the first client to connect to the first server corresponding to the first queue based on the first position. The first server is one of f servers. Specifically, an access command can be sent to the first client, instructing it to connect to the first server corresponding to the first queue based on the first position. For example, if it detects that one of the f servers is initially idle, meaning it has finished its previous service, the server can also send an access command to that server so that the first client can connect to it.

[0059] This application provides a method for integrated public digital smart access, applied to a server in an integrated public digital smart access system. The integrated public digital smart access system further includes m clients and n servers, where m and n are positive integers. The method includes: responding to a first access request from a first client, the first access request carrying a first access intent, a first service type, and basic information about the first user of the first client; the first client being any one of the m clients; allocating a first queue to the first client according to the first access intent, the first service type, and the basic information about the first user; the first queue corresponding to f servers, where the n servers include f servers; f being a positive integer; determining the first position of the first client in the first queue; and detecting whether the first position includes... First position; when the first position includes the first position, an access instruction is sent to the first client. The access instruction is used to instruct the first client to access the first server corresponding to the first queue according to the first position. The first server is one of f servers. The first access intention can reflect the complexity of the business to a certain extent, the first business type reflects the business direction or business dimension, and the first user basic information reflects the user's cognitive ability. That is, for comprehensive public digital smart access, the complexity of the business, the business direction or business dimension, and the user's cognitive ability can be comprehensively considered to allocate suitable service personnel to the public and arrange corresponding queues to wait for access to the server. Dynamic smart access can be realized based on the queuing situation, which helps to improve the efficiency of business processing.

[0060] Optional, such as Figure 7 As shown, it may also include the following steps: B1. When the first position does not include the head position, determine k positions in the first queue that are ahead of the first position; k is a positive integer. B2. Obtain the k historical service datasets, k user basic information, and k access intentions corresponding to the k locations; B3. Determine k estimated durations based on the k historical service datasets, the k user basic information, and the k access intentions; B4. Determine the first waiting time based on the k estimated durations; B5. Synchronize the first waiting time to the first client.

[0061] In the specific implementation, if the first position does not include the first position, it indicates that the public may need to wait for a long time. We can determine k positions in the first queue that are ahead of the first position, where k is a positive integer. We obtain k historical service datasets, k user basic information, and k access intentions corresponding to the k positions. Based on these k datasets, user basic information, and access intentions, we determine k estimated durations. Then, we determine the first waiting time based on these k estimated durations. For example, the first waiting time can be determined based on the k estimated durations and the number of servers corresponding to the queues. Alternatively, if the first queue includes c queues, the first waiting time can be the sum of the k estimated durations. If the first queue includes one queue, the first waiting time can be determined by the k estimated durations and c: First waiting time = Sum of k estimated durations / c, where c is an integer between 1 and f. Finally, the first waiting time can be synchronized to the first client, and it can be displayed on the first client or not.

[0062] In the specific implementation, the number of first queues can be one or more, which can correspond to at least one waiting time. The shortest waiting time can be synchronized to the first client, the longest waiting time can be synchronized to the first client, or all waiting times can be synchronized to the first client.

[0063] Of course, the first guidance content corresponding to the first access intention and the first waiting time can also be determined and pushed to the first client. The public can further understand the relevant business through the first guidance content, improve public awareness during the user's waiting process, and help to further ensure the efficiency of subsequent business processing.

[0064] Specifically, a pre-stored mapping relationship between a preset access intent and a set of guided content can be used. Then, based on this mapping relationship, a first set of guided content corresponding to a first access intent can be determined. The first set of guided content can include multiple guided contents, each of which corresponds to a playback duration. The first playback duration corresponding to the first waiting duration can be selected, and the first guided content corresponding to the first playback duration can be obtained and pushed to the first client.

[0065] Among them, the k estimated durations can also serve as a reference duration for the corresponding server during the business processing process. The countdown is based on the estimated duration. The estimated duration is only a reference. If the task is completed within the estimated duration, the relevant public and business personnel can be rewarded. Conversely, if the task is not completed, a reminder can be given, or the public and business personnel can be "punished" to constrain both parties online.

[0066] In the specific implementation, the first waiting time can be updated once the queue is updated, or it can be updated once the queue is updated when the first client is ahead of the first client in the queue.

[0067] Optionally, the second client corresponds to the target access intent, target historical service data, and target user basic information; the second client is the client corresponding to any one of the k locations; The above steps, which determine k estimated durations based on the k historical service datasets, the k user basic information, and the k access intentions, can be implemented as follows: Determine the reference duration and primary complexity based on the target access intent; Obtain the complexity corresponding to the target historical business service dataset, and get a complexity values; where a is a positive integer. Determine the complexity that matches the first complexity among the a complexityes to obtain b complexityes, where b is an integer less than or equal to a; Obtain the b historical service durations corresponding to the b complexities; The estimated duration for the second client is determined based on the b historical service durations, the reference duration, and the basic information of the target user.

[0068] Taking the second client as an example, the second client is the client corresponding to any one of the k positions. In the specific implementation, a preset mapping relationship between access intention and duration can be stored in advance, and the reference duration corresponding to the target access intention can be determined based on the mapping relationship. A preset mapping relationship between access intention and complexity can also be stored in advance, and the first complexity corresponding to the target access intention can be determined based on the mapping relationship.

[0069] Since the target historical business service dataset can include at least one historical business data (i.e. service data), the public may have handled more than one business online. Each business can correspond to one historical business service data. Each historical business data can correspond to an access intent and a business type. The target historical business service dataset can include a historical business service data. Therefore, the complexity corresponding to the target historical business service dataset can be obtained, resulting in a complexity. a is a positive integer.

[0070] Next, we can determine the complexity that matches the first complexity among the a complexities, resulting in b complexities, where b is an integer less than or equal to a. Specifically, we can determine the difference between each of the a complexities and the first complexity, resulting in a differences. We can then select the differences that fall within a preset range from the a differences, resulting in b differences. Finally, we can obtain the complexities corresponding to the b differences, resulting in b complexities. The preset range can be set in advance or be the system default.

[0071] Next, since each complexity corresponds to a service duration, we can obtain b historical service durations corresponding to b complexities. Then, based on the b historical service durations, the reference duration, and the basic information of the target user, we can determine the estimated duration for the second client. In other words, we can dynamically estimate the waiting time by considering the situation of users ahead of the user corresponding to the first client in the queue. Specifically, the waiting time is determined based on the access intention, historical service performance, and the user's basic information. This helps to accurately assess the waiting time, allowing the public to dynamically allocate their time based on the waiting time, which helps to ensure business efficiency and public satisfaction.

[0072] Optionally, the above step of determining the estimated duration corresponding to the second client based on the b historical service durations, the reference duration, and the target user's basic information can be implemented in the following manner: The average duration is determined based on the b historical service durations and the reference duration; Determine the relationship between the average duration and the reference duration; The first standard deviation is determined based on the b historical service durations; The first adjustment direction is determined based on the aforementioned size relationship; The first adjustment parameter is determined based on the basic information of the target user; The first fine-tuning parameter is determined based on the first standard deviation and the first adjustment direction; The estimated duration corresponding to the second client is determined based on the first adjustment parameter, the first fine-tuning parameter, and the reference duration.

[0073] In practice, the mean between b historical service durations and the reference duration can be determined to obtain the average duration. Then, the relationship between the average duration and the reference duration can be determined. The standard deviation can be calculated based on the b historical service durations to obtain the first standard deviation. Then, the first adjustment direction can be determined based on the relationship. For example, if the average duration is greater than the reference duration, it corresponds to one adjustment direction. If the average duration is less than or equal to the reference duration, it corresponds to another adjustment direction.

[0074] In specific implementation, the first adjustment parameter can also be adjusted by the user within a certain range based on their own situation. That is, the magnitude of the first adjustment parameter can be adjusted by the user. For example, multiple options can be presented, and the user can select one, making the business process more user-friendly. Alternatively, a pre-stored mapping relationship between preset user basic information and adjustment parameters can be established. The value range of the adjustment parameter can be preset or set by system default. Then, the first adjustment parameter corresponding to the target user's basic information can be determined based on this mapping relationship. A pre-stored mapping relationship between preset standard deviation and fine-tuning value can also be established. That is, the first fine-tuning value corresponding to the first standard deviation can be determined based on this mapping relationship. Then, the first fine-tuning parameter is determined according to the first adjustment direction and the first fine-tuning value. For example, if the average duration is greater than the reference duration, the first adjustment direction is "+". If the first fine-tuning value is value, the first fine-tuning parameter is +value. If the average duration is less than or equal to the reference duration, the first adjustment direction is "-". If the first fine-tuning value is value, the first fine-tuning parameter is -value. Here, value is a positive value, for example, value is between 0 and 0.1, such as value being between 0 and 0.01.

[0075] Next, the estimated duration for the second client can be determined based on the first adjustment parameter, the first fine-tuning parameter, and the reference duration. For example, the estimated duration for the second client = (1 + first adjustment parameter) × (1 + first fine-tuning parameter) × reference duration. That is, the corresponding waiting time is determined based on the access intention, historical service performance, and the user's basic information. This helps to accurately assess the waiting time, allowing the public to dynamically allocate their time based on the waiting time, which helps to ensure business efficiency and public satisfaction.

[0076] Consistent with the above embodiments, please refer to Figure 8 , Figure 8This is a schematic diagram of a server structure provided in an embodiment of this application. As shown in the figure, the server includes a processor, a memory, a communication interface, and one or more programs. The one or more programs are stored in the memory and configured to be executed by the processor. In this embodiment, it is applied to an integrated public digital smart access system, which includes the server, m clients, and n servers, where m and n are positive integers. The programs include instructions for performing the following steps: In response to a first access request from a first client, the first access request carries a first access intent, a first service type, and the first user basic information of the first client; the first client is any one of the m clients. A first queue is allocated to the first client based on the first access intent, the first service type, and the first user's basic information; the first queue corresponds to f servers, and the n servers include the f servers; f is a positive integer; Determine the first position of the first client in the first queue; Detect whether the first position includes the first position; When the first position includes the first position, an access instruction is sent to the first client. The access instruction is used to instruct the first client to access the first server corresponding to the first queue according to the first position. The first server is one of the f servers.

[0077] Optionally, the above procedure includes instructions for performing the following steps: When the first position does not include the head position, determine the number of positions in the first queue that are ahead of the first position, and obtain k positions; k is a positive integer. Obtain k historical service datasets, k user basic information, and k access intentions corresponding to the k locations; Based on the k historical service datasets, the k basic user information, and the k access intentions, determine k estimated durations; The first waiting time is determined based on the k estimated durations; The first waiting time is synchronized to the first client.

[0078] Optionally, the second client corresponds to the target access intent, the target historical service dataset, and the target user's basic information; the second client is the client corresponding to any one of the k locations; In determining the k estimated durations based on the k historical service datasets, the k user basic information, and the k access intentions, the above procedure includes instructions for performing the following steps: Determine the reference duration and primary complexity based on the target access intent; Obtain the complexity corresponding to the target historical service dataset, resulting in 'a' complexity values; where a is a positive integer. Determine the complexity that matches the first complexity among the a complexityes to obtain b complexityes, where b is an integer less than or equal to a; Obtain the b historical service durations corresponding to the b complexities; The estimated duration for the second client is determined based on the b historical service durations, the reference duration, and the basic information of the target user.

[0079] Optionally, in determining the estimated duration corresponding to the second client based on the b historical service durations, the reference duration, and the target user's basic information, the above procedure includes instructions for performing the following steps: The average duration is determined based on the b historical service durations and the reference duration; Determine the relationship between the average duration and the reference duration; The first standard deviation is determined based on the b historical service durations; The first adjustment direction is determined based on the aforementioned size relationship; The first adjustment parameter is determined based on the basic information of the target user; The first fine-tuning parameter is determined based on the first standard deviation and the first adjustment direction; The estimated duration corresponding to the second client is determined based on the first adjustment parameter, the first fine-tuning parameter, and the reference duration.

[0080] Optionally, in the step of assigning the first client to the first queue based on the first access intent, the first service type, and the first user's basic information, the above procedure includes instructions for performing the following steps: Identify the server that satisfies the first business type, resulting in p server instances; where p is a positive integer. Obtain p historical service datasets corresponding to the p servers. Each historical service dataset includes at least one service data, and each service data corresponds to a service duration and access intent. Determine the service data in the p historical service datasets that match the first access intent to obtain p partial historical service datasets; Based on the p partial historical business service datasets, p service evaluation indicator parameter sets are determined, and the service indicator evaluation parameter sets include: service frequency, service duration, and service score. Determine p service capability values ​​based on the set of p service evaluation index parameters; Select the service capability values ​​that are greater than a preset threshold from the p service capability values ​​to obtain q service capability values, where q is a positive integer less than or equal to p; Based on the basic information of the first user and the q service capability values, x servers are determined, where x is a positive integer less than or equal to q; The first queue is determined based on the x servers.

[0081] Optionally, in determining x servers based on the first user's basic information and the q service capability values, the above procedure includes instructions for performing the following steps: Select the service capability values ​​that are greater than a preset threshold from the p service capability values ​​to obtain q service capability values, where q is a positive integer less than or equal to P; Based on the basic information of the first user and the q service capability values, x servers are determined, where x is a positive integer less than or equal to q; The first queue is determined based on the x servers.

[0082] Optionally, the above procedure may also include instructions for performing the following steps: Obtain the dialogue content between the first client and the intelligent robot; Based on the dialogue content, keyword extraction is performed to obtain the target keywords; When the target keyword includes a preset keyword, the step of responding to the first access request from the first client is executed.

[0083] Optionally, the above procedure may also include instructions for performing the following steps: The first access intent is obtained by performing semantic recognition on the dialogue content.

[0084] Figure 9 This is a functional unit block diagram of an integrated public digital smart access device 900 involved in the embodiments of this application. The integrated public digital smart access device 900 is applied to a server in an integrated public digital smart access system, which further includes m clients and n servers, where m and n are positive integers; wherein, the integrated public digital smart access device 900 includes: a response unit 910, an allocation unit 920, a determination unit 930, a detection unit 940, and an access unit 950, wherein, The response unit 910 is configured to respond to a first access request from a first client, the first access request carrying a first access intent, a first service type, and first user basic information of the first client; the first client is any one of the m clients. The allocation unit 920 is configured to allocate a first queue to the first client according to the first access intention, the first service type, and the first user's basic information; the first queue corresponds to f servers, and the n servers include the f servers; f is a positive integer; The determining unit 930 is used to determine the first position of the first client in the first queue; The detection unit 940 is used to detect whether the first position includes the first position; The access unit 950 is used to send an access instruction to the first client when the first position includes the first position. The access instruction is used to instruct the first client to access the first server corresponding to the first queue according to the first position. The first server is one of the f servers.

[0085] Optionally, the integrated public digital smart access device 900 is further specifically used for: When the first position does not include the head position, determine the number of positions in the first queue that are ahead of the first position, and obtain k positions; k is a positive integer. Obtain k historical service datasets, k user basic information, and k access intentions corresponding to the k locations; Based on the k historical service datasets, the k basic user information, and the k access intentions, determine k estimated durations; The first waiting time is determined based on the k estimated durations; The first waiting time is synchronized to the first client.

[0086] Optionally, the second client corresponds to the target access intent, the target historical service dataset, and the target user's basic information; the second client is the client corresponding to any one of the k locations; In determining k estimated durations based on the k historical service datasets, the k user basic information, and the k access intentions, the integrated public digital smart access device 900 is specifically used for: Determine the reference duration and primary complexity based on the target access intent; Obtain the complexity corresponding to the target historical service dataset, resulting in 'a' complexity values; where a is a positive integer. Determine the complexity that matches the first complexity among the a complexityes to obtain b complexityes, where b is an integer less than or equal to a; Obtain the b historical service durations corresponding to the b complexities; The estimated duration for the second client is determined based on the b historical service durations, the reference duration, and the basic information of the target user.

[0087] Optionally, in determining the estimated duration corresponding to the second client based on the b historical service durations, the reference duration, and the target user's basic information, the integrated public digital smart access device 900 is specifically used for: The average duration is determined based on the b historical service durations and the reference duration; Determine the relationship between the average duration and the reference duration; The first standard deviation is determined based on the b historical service durations; The first adjustment direction is determined based on the aforementioned size relationship; The first adjustment parameter is determined based on the basic information of the target user; The first fine-tuning parameter is determined based on the first standard deviation and the first adjustment direction; The estimated duration corresponding to the second client is determined based on the first adjustment parameter, the first fine-tuning parameter, and the reference duration.

[0088] Optionally, in the aspect of allocating the first client to the first queue based on the first access intent, the first service type, and the first user's basic information, the allocation unit 920 is specifically used for: Identify the server that satisfies the first business type, resulting in p server instances; where p is a positive integer. Obtain p historical service datasets corresponding to the p servers. Each historical service dataset includes at least one service data, and each service data corresponds to a service duration and access intent. Determine the service data in the p historical service datasets that match the first access intent to obtain p partial historical service datasets; Based on the p partial historical business service datasets, p service evaluation indicator parameter sets are determined, and the service indicator evaluation parameter sets include: service frequency, service duration, and service score. Determine p service capability values ​​based on the set of p service evaluation index parameters; Select the service capability values ​​that are greater than a preset threshold from the p service capability values ​​to obtain q service capability values, where q is a positive integer less than or equal to p; Based on the basic information of the first user and the q service capability values, x servers are determined, where x is a positive integer less than or equal to q; The first queue is determined based on the x servers.

[0089] Optionally, in determining x servers based on the first user's basic information and the q service capability values, the allocation unit 920 is specifically used for: Select the service capability values ​​that are greater than a preset threshold from the p service capability values ​​to obtain q service capability values, where q is a positive integer less than or equal to P; Based on the basic information of the first user and the q service capability values, x servers are determined, where x is a positive integer less than or equal to q; The first queue is determined based on the x servers.

[0090] Optionally, the integrated public digital smart access device 900 is further specifically used for: Obtain the dialogue content between the first client and the intelligent robot; Based on the dialogue content, keyword extraction is performed to obtain the target keywords; When the target keyword includes a preset keyword, the step of responding to the first access request from the first client is executed.

[0091] Optionally, the integrated public digital smart access device 900 is further specifically used for: The first access intent is obtained by performing semantic recognition on the dialogue content.

[0092] It is understood that the functions of each program module of the integrated public digital smart access device in this embodiment can be specifically implemented according to the methods in the above method embodiments. The specific implementation process can be referred to the relevant descriptions in the above method embodiments, which will not be repeated here.

[0093] This application also provides a non-transitory computer-readable storage medium having a computer program stored thereon, which, when executed by a processor, is implemented to perform the integrated public digital smart access method provided in the above embodiments.

[0094] This application also provides a computer program product, which includes a non-transitory computer-readable storage medium storing a computer program operable to cause a computer to perform some or all of the steps of any of the methods described in the above method embodiments. The computer program product may be a software installation package, and the computer may include a server.

[0095] It should be noted that, for the sake of simplicity, the foregoing method embodiments are all described as a series of actions. However, those skilled in the art should understand that this application is not limited to the described order of actions, as some steps may be performed in other orders or simultaneously according to this application. Furthermore, those skilled in the art should also understand that the embodiments described in the specification are preferred embodiments, and the actions and modules involved are not necessarily essential to this application.

[0096] In the above embodiments, the descriptions of each embodiment have different focuses. For parts not described in detail in a certain embodiment, please refer to the relevant descriptions in other embodiments.

[0097] In the several embodiments provided in this application, it should be understood that the disclosed apparatus can be implemented in other ways. For example, the apparatus embodiments described above are merely illustrative; for instance, the division of the units described above is only a logical functional division, and in actual implementation, there may be other division methods. For example, multiple units or components may be combined or integrated into another system, or some features may be ignored or not executed. Furthermore, the coupling or direct coupling or communication connection shown or discussed may be through some interfaces; the indirect coupling or communication connection between devices or units may be electrical or other forms.

[0098] The units described above as separate components may or may not be physically separate. The components shown as units may or may not be physical units; that is, they may be located in one place or distributed across multiple network units. Some or all of the units can be selected to achieve the purpose of this embodiment according to actual needs.

[0099] Furthermore, the functional units in the various embodiments of this application 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. The integrated unit can be implemented in hardware or as a software functional unit.

[0100] If the aforementioned integrated units are implemented as software functional units and sold or used as independent products, they can be stored in a computer-readable storage device (CMD). Based on this understanding, the technical solution of this application, 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 memory and includes several instructions to cause a computer device (which may be a personal computer, server, or network device, etc.) to execute all or part of the steps of the methods described in the various embodiments of this application. The aforementioned memory includes various media capable of storing program code, such as USB flash drives, read-only memory (ROM), random access memory (RAM), portable hard drives, magnetic disks, or optical disks.

[0101] Those skilled in the art will understand that all or part of the steps in the various methods of the above embodiments can be implemented by a program instructing related hardware. The program can be stored in a computer-readable storage device, which may include: a flash drive, a read-only memory (ROM), a random access memory (RAM), a magnetic disk, or an optical disk, etc.

[0102] The embodiments of this application have been described in detail above. Specific examples have been used to illustrate the principles and implementation methods of this application. The description of the above embodiments is only for the purpose of helping to understand the method and core ideas of this application. At the same time, for those skilled in the art, there will be changes in the specific implementation methods and application scope based on the ideas of this application. Therefore, the content of this specification should not be construed as a limitation of this application.

Claims

1. A method for integrated public digital wisdom access, characterized in that, The application discloses a server applied to a comprehensive public digital wisdom access system, the comprehensive public digital wisdom access system further comprises m clients and n servers, m and n are positive integers; The comprehensive public digital wisdom access method comprises the following steps: In response to a first access request of a first client, the first access request carries a first access intention, a first service type and first user basic conditions of the first client; the first client is any client in the m clients; According to the first access intention, the first service type and the first user basic conditions, a first queue is allocated to the first client; the first queue corresponds to f servers, and the n servers include the f servers; f is a positive integer; A first position of the first client in the first queue is determined; It is detected whether the first position includes a head position; When the first position includes the head position, an access instruction is sent to the first client, the access instruction being used for instructing the first client to access a first server corresponding to the first queue according to the head position, the first server being one of the f servers.

2. The integrated public digital wisdom access method of claim 1, wherein, The comprehensive public digital wisdom access method further comprises the following steps: When the first position does not include the head position, the number of positions in front of the first position in the first queue is determined, and k positions are obtained; k is a positive integer; k historical service data sets, k user basic conditions and k access intentions corresponding to the k positions are obtained; k estimated time lengths are determined according to the k historical service data sets, the k user basic conditions and the k access intentions; a first waiting time length is determined according to the k estimated time lengths; The first waiting time length is synchronized to the first client.

3. The integrated public digital wisdom access method of claim 2, wherein, A second client corresponds to a target access intention, a target historical service data set and target user basic conditions; the second client is a client corresponding to any position in the k positions; The k estimated time lengths are determined according to the k historical service data sets, the k user basic conditions and the k access intentions, and the method comprises the following steps: A reference time length and a first complexity are determined according to the target access intention; a complexity corresponding to the target historical service data set is obtained, and a plurality of complexities are obtained; a is a positive integer; complexities in the a complexities that match the first complexity are determined, and b complexities are obtained, b is an integer less than or equal to a; b historical service time lengths corresponding to the b complexities are obtained; an estimated time length corresponding to the second client is determined according to the b historical service time lengths, the reference time length and the target user basic conditions.

4. The integrated public digital wisdom access method of claim 3, wherein, The estimated time length corresponding to the second client is determined according to the b historical service time lengths, the reference time length and the target user basic conditions, and the method comprises the following steps: an average time length is determined according to the b historical service time lengths and the reference time length; a size relationship between the average time length and the reference time length is determined; a first standard deviation is determined according to the b historical service time lengths; a first adjustment direction is determined according to the size relationship; determining a first adjustment parameter according to the target user basic condition; determining a first fine adjustment parameter according to the first standard deviation and the first adjustment direction; determining an estimated duration corresponding to the second client according to the first adjustment parameter, the first fine adjustment parameter and the reference duration.

5. The integrated public digital wisdom access method of any one of claims 1-4, wherein, The first client is allocated to a first queue according to the first access intention, the first service type and the first user basic condition, including: determining a server satisfying the first service type to obtain p servers; p is a positive integer; obtaining p historical service data sets corresponding to the p servers, each historical service data set including at least one service data, each service data corresponding to a service duration and an access intention; determining service data in the p historical service data sets matching the first access intention to obtain p partial historical service data sets; determining p service evaluation parameter sets according to the p partial historical service data sets, the service evaluation parameter set including service times, service duration and service score value; determining p service capability values according to the p service evaluation parameter sets; selecting service capability values greater than a preset threshold value in the p service capability values to obtain q service capability values, q being a positive integer less than or equal to p; determining x servers according to the first user basic condition and the q service capability values, x being a positive integer less than or equal to q; determining the first queue according to the x servers.

6. The integrated public digital wisdom access method of claim 5, wherein, The determining x servers according to the first user basic condition and the q service capability values includes: selecting service capability values greater than a preset threshold value in the p service capability values to obtain q service capability values, q being a positive integer less than or equal to p; determining x servers according to the first user basic condition and the q service capability values, x being a positive integer less than or equal to q; determining the first queue according to the x servers.

7. The integrated public digital wisdom access method of any one of claims 1-4, wherein, The comprehensive public digital wisdom access method further includes: obtaining conversation content between the first client and an intelligent robot; extracting target keywords from the conversation content; when the target keywords include a preset keyword, executing the step of responding to the first access request of the first client.

8. The integrated public digital wisdom access method of claim 7, wherein, The comprehensive public digital wisdom access method further includes: performing semantic recognition on the conversation content to obtain the first access intention.

9. A comprehensive public digital wisdom access system, characterized in that, The comprehensive public digital wisdom access system includes a server, m clients and n servers, m and n being positive integers; wherein The server is configured to: in response to a first access request of a first client, the first access request carrying a first access intention, a first service type, and first user basic information of the first client; the first client being any one of the m clients; assigning a first queue to the first client according to the first access intention, the first service type, and the first user basic information; the first queue corresponding to f servers, the n servers including the f servers; f being a positive integer; determining a first position of the first client in the first queue; detecting whether the first position includes a head position; when the first position includes the head position, sending an access instruction to the first client; and when the first position does not include the head position, determining a number of positions in front of the first position in the first queue to obtain k positions; k being a positive integer; obtaining k historical service data sets corresponding to the k positions, k user basic information, and k access intentions; determining k estimated time lengths according to the k historical service data sets, the k user basic information, and the k access intentions; determining a first waiting time length according to the k estimated time lengths; and synchronizing the first waiting time length to the first client. The first client is configured to: receive the access instruction; and access a first server corresponding to the first queue according to the head position, the first server being one of the f servers.

10. The integrated public digital wisdom access system of claim 9, wherein, The server is further configured to: when the first position does not include the head position, determine a number of positions in front of the first position in the first queue to obtain k positions; k being a positive integer; obtain k historical service data sets corresponding to the k positions, k user basic information, and k access intentions; determine k estimated time lengths according to the k historical service data sets, the k user basic information, and the k access intentions; determine a first waiting time length according to the k estimated time lengths; synchronize the first waiting time length to the first client.

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