Emergency event processing method, device and equipment

Abstract

The invention provides an emergency event processing method, device and equipment, and the method comprises the steps: responding to the generation of an emergency event, determining fault information, and enabling the emergency event to represent a fault of a system in a bank; information matching is carried out in a pre-constructed emergency accumulation library based on the fault information, first candidate emergency personnel are determined, and fault information and personnel information of emergency events generated in the historical period are at least recorded in the emergency accumulation library; information matching is carried out in a pre-constructed emergency scene library based on the fault information, second candidate emergency personnel are determined, and configuration requirement information of the emergency personnel in different emergency scenes is recorded in the emergency scene library; screening the first candidate emergency personnel and the second candidate emergency personnel to determine emergency personnel for participating in the current emergency event; and calling a network conference system to create a network conference for the emergency personnel, so that the emergency personnel can solve the emergency event online.

Description

Technical Field

[0001] The present invention relates to the field of computer technology, and in particular to an emergency event handling method, apparatus and equipment. Background Technology

[0002] System failure refers to problems in the hardware and software of information technology systems that affect the normal operation of business. Selecting emergency personnel refers to the rational allocation of emergency personnel to emergency meetings to resolve these problems without compromising emergency response efficiency. As the number of banking business systems increases and the business logic calls become more complex, the number of emergency personnel required for each system failure also varies. To quickly resolve system failures and restore normal business operations, the rational allocation of emergency personnel is essential, and this rational allocation relies on precise emergency personnel selection methods.

[0003] Currently, the selection of emergency response personnel still relies on the experience and subjective judgment of maintenance personnel, and there is no reasonable selection standard for emergency response personnel. Every emergency requires access to all personnel related to the faulty system, which not only leads to a certain degree of waste of human resources, but also affects the other work of relevant personnel. Summary of the Invention

[0004] To address the aforementioned technical problems, embodiments of the present invention provide an emergency incident handling method, characterized in that it includes: In response to an emergency event, fault information is determined, wherein the emergency event indicates a failure in a system within the bank; Based on the fault information, information matching is performed in a pre-built emergency accumulation database to determine the first candidate emergency personnel. The emergency accumulation database records at least the fault information and personnel information of emergency events that occurred in the past period. Based on the fault information, information matching is performed in a pre-built emergency scenario database to determine the second candidate emergency personnel. The emergency scenario database records the configuration requirements information of emergency personnel under different emergency scenarios. Emergency personnel to participate in the current emergency event are determined by screening the first and second candidate emergency personnel. The web conferencing system is invoked to create a web conference for the emergency personnel, enabling them to resolve the emergency incident online.

[0005] In one embodiment, the method further includes: Based on the fault information, information matching is performed in a pre-built emergency accumulation database to determine whether there is a target historical emergency event. The fault information in the target historical emergency event and the fault information of the current emergency event meet a first matching degree threshold. If the target historical emergency event exists, the emergency personnel who participated in the target historical emergency event will be identified as the emergency personnel for the current emergency event; If the target historical emergency event is not present, then the first candidate emergency personnel and the second candidate emergency personnel are determined, and emergency personnel to participate in the current emergency event are determined based on the first candidate emergency personnel and the second candidate emergency personnel.

[0006] In one embodiment, the method further includes: Obtain fault information, personnel information, and meeting information of historical emergency events that occurred during the historical period. The fault information of the historical emergency events includes the faulty system, the fault phenomenon, and the fault cause. The personnel information includes emergency personnel. The meeting information includes the meeting statements of emergency personnel and the degree of matching between the meeting statements of emergency personnel and the fault cause. The system stores fault information, personnel information, and meeting information from the historical emergency events to form the emergency accumulation database.

[0007] In one embodiment, the method further includes: The first emergency scenario is determined based on each historical emergency event that occurred during the historical period. Based on the obtained personnel configuration information, fixed emergency personnel and non-fixed emergency personnel are determined for each of the first emergency scenarios; and / or A second emergency scenario was determined based on the obtained scenario information; Based on the obtained personnel deployment information, the fixed emergency personnel and non-fixed emergency personnel for each of the second emergency scenarios are determined respectively; The first emergency scenario and the second emergency scenario are related to at least one or more of the following: faulty system, fault type, and fault phenomenon.

[0008] In one embodiment, the step of matching information in a pre-built emergency accumulation database based on the fault information to determine the first candidate emergency personnel includes: Based on the fault information, a matching process is performed in a pre-built emergency accumulation database to determine target fault information that meets the second matching degree threshold. The third candidate emergency personnel are determined based on the personnel information of historical emergency events corresponding to the target fault information; Based on the third candidate emergency personnel and the matching degree between their corresponding meeting speeches and the cause of the malfunction, the third candidate emergency personnel are screened to obtain the first candidate emergency personnel.

[0009] In one embodiment, the step of selecting emergency personnel to participate in the current emergency by screening the first candidate emergency personnel and the second candidate emergency personnel includes: Determine the intersection of the first candidate emergency responder and the second candidate emergency responder; Candidate emergency personnel located in the intersection are identified as emergency personnel to participate in the current emergency event.

[0010] In one embodiment, the method further includes: When the web conference is started, the web conference system is instructed to record the conference. The meeting recording data is obtained through the web conferencing system; Analyze the meeting recording data to determine the cause of the system failure that triggered the current emergency, and the degree of match between each emergency responder's meeting remarks and the cause of the failure; The faulty system, fault phenomenon, fault cause, emergency personnel, emergency personnel's meeting remarks, and the matching degree between the emergency personnel's meeting remarks and the fault cause corresponding to the current emergency event are stored in the emergency accumulation database. When the emergency accumulation database contains historical emergency events with the same fault information as the current emergency event, the information of the corresponding historical emergency event is updated based on the information of the current emergency event, or the information of emergency events with a small number of emergency personnel is retained.

[0011] In some embodiments, the method further includes: In response to the occurrence of the aforementioned emergency event, an emergency work order is generated; The fault information, personnel information, and meeting information are recorded in the emergency work order; The emergency work order is stored in the emergency accumulation database, or the information in the emergency work order is stored in the emergency accumulation database.

[0012] Another embodiment of the present invention also provides an emergency event handling device, comprising: The first determining module is used to determine fault information in response to the occurrence of an emergency event, wherein the emergency event indicates that a system within the bank has malfunctioned; The first matching module is used to perform information matching in a pre-built emergency accumulation database based on the fault information to determine the first candidate emergency personnel. The emergency accumulation database records at least the fault information and personnel information of emergency events that occurred in the past period. The second matching module is used to perform information matching in a pre-built emergency scenario database based on the fault information to determine the second candidate emergency personnel. The emergency scenario database records the configuration requirements information of emergency personnel under different emergency scenarios. The second determination module is used to determine the emergency personnel to participate in the current emergency event by screening the first candidate emergency personnel and the second candidate emergency personnel; A module is created to invoke a web conferencing system to create a web conference for the emergency responders, enabling them to resolve the emergency online.

[0013] Another embodiment of the present invention also provides an electronic device, comprising: One or more processors; Memory, configured to store one or more programs; When the one or more programs are executed by the one or more processors, the one or more processors implement the emergency event handling method as described in any one of the above descriptions.

[0014] As can be seen from the disclosure of the above embodiments, the beneficial effects of the embodiments of the present invention include the elimination of the need for manual determination of various information for each emergency event, as well as the elimination of the need to determine emergency personnel involved in resolving the emergency event. The system can automatically respond to the occurrence of an emergency event and determine relevant information, including fault information and optimal emergency personnel, and automatically create a web conference to assist emergency personnel in handling emergency events online and resolving system faults. The entire process is highly automated, requiring no human intervention, significantly improving the efficiency of emergency event handling, while also limiting emergency personnel to a smaller scope, saving manpower and reducing the waste of human resources.

[0015] Other features and advantages of this application will be set forth in the following description and will be apparent in part from the description or may be learned by practicing the application. The objectives and other advantages of this application may be realized and obtained by means of the structures particularly pointed out in the written description, claims, and drawings.

[0016] The technical solution of this application will be further described in detail below with reference to the accompanying drawings and embodiments. Attached Figure Description

[0017] To more clearly illustrate the specific embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the specific embodiments or the prior art will be briefly introduced below. Obviously, the drawings described below are some embodiments of the present invention. For those skilled in the art, other drawings can be obtained from these drawings without creative effort.

[0018] Figure 1 This is a flowchart illustrating the emergency event handling method in an embodiment of the present invention.

[0019] Figure 2 This is a flowchart illustrating an emergency event handling method according to another embodiment of the present invention.

[0020] Figure 3This is a flowchart illustrating an emergency event handling method in another embodiment of the present invention.

[0021] Figure 4 This is a structural block diagram of the emergency event handling device in an embodiment of the present invention. Detailed Implementation

[0022] The specific embodiments of the present invention will now be described in detail with reference to the accompanying drawings, but these are not intended to limit the scope of the invention.

[0023] It should be understood that various modifications can be made to the embodiments disclosed herein. Therefore, the following description should not be considered as limiting, but merely as an example of embodiments. Other modifications within the scope of this disclosure will be apparent to those skilled in the art.

[0024] The accompanying drawings, which are included in and form part of this specification, illustrate embodiments of the present disclosure and, together with the general description of the disclosure given above and the detailed description of the embodiments given below, serve to explain the principles of the disclosure.

[0025] These and other features of the invention will become apparent from the following description of preferred forms of embodiments given as non-limiting examples, with reference to the accompanying drawings.

[0026] It should also be understood that although the invention has been described with reference to some specific examples, those skilled in the art can certainly implement many other equivalent forms of the invention, which have the features described in the claims and are therefore all within the scope of protection defined herein.

[0027] The above and other aspects, features and advantages of this disclosure will become more apparent when taken in conjunction with the accompanying drawings and in view of the following detailed description.

[0028] Specific embodiments of the present disclosure are described thereafter with reference to the accompanying drawings; however, it should be understood that the disclosed embodiments are merely examples of the present disclosure and can be implemented in various ways. Well-known and / or repeated functions and structures are not described in detail to avoid unnecessary or redundant details that could obscure the present disclosure. Therefore, the specific structural and functional details disclosed herein are not intended to be limiting, but merely to serve as the basis and representative basis for the claims to teach those skilled in the art to use the present disclosure in a variety of substantially any suitable detailed structures.

[0029] This specification may use the phrases “in one embodiment,” “in another embodiment,” “in yet another embodiment,” or “in still another embodiment,” all of which may refer to one or more of the same or different embodiments according to this disclosure.

[0030] The embodiments of the present invention will now be described in detail with reference to the accompanying drawings.

[0031] like Figure 1 As shown, this embodiment of the invention provides an emergency event handling method, including: S1: In response to the occurrence of an emergency event, determine the fault information, wherein the emergency event indicates that a system within the bank has malfunctioned; S2: Based on the fault information, perform information matching in the pre-built emergency accumulation database to determine the first candidate emergency personnel. The emergency accumulation database records at least the fault information and personnel information of emergency events that occurred in the past period. S3: Based on the fault information, perform information matching in the pre-built emergency scenario database to determine the second candidate emergency personnel. The emergency scenario database records the configuration requirements information of emergency personnel under different emergency scenarios. S4: Select emergency personnel to participate in the current emergency by screening the first candidate emergency personnel and the second candidate emergency personnel; S5: Invoke the web conferencing system to create a web conference for the emergency personnel, so that the emergency personnel can resolve the emergency incident online.

[0032] For example, when a subsystem within a large bank system malfunctions, the bank's management or security system automatically generates an emergency event. In this embodiment, the system responds to this emergency event by determining specific fault information, such as which system failed and what the fault symptoms are. After obtaining the fault information, the system matches it against a pre-built emergency accumulation database, which stores a large amount of historical emergency event information, including fault information and information on personnel involved in resolving the emergency. Through matching, a historical emergency event similar to the fault information can be identified, and the personnel information from that historical emergency event can be used to determine the first candidate emergency responders. Of course, in practical applications, the personnel information from multiple historical emergency events with similar fault information can be combined and all of them designated as first candidate emergency responders, or a subset of more suitable personnel can be selected as first candidate emergency responders. The specific method is not unique and is not limited to the methods described above. Furthermore, after identifying the first candidate emergency personnel, the system will perform information matching based on fault information in a pre-built emergency scenario database. This database records the configuration requirements for emergency personnel under different emergency scenarios. An emergency scenario can be understood as a fault scenario, such as different systems experiencing faults, different fault phenomena, or different causes of the fault, all of which can generate a corresponding emergency scenario. In this implementation, fault type is used as the scenario limitation, with each fault type corresponding to one emergency scenario. The personnel configuration requirements may include, but are not limited to, the minimum number of emergency personnel required for each scenario, as well as other optional emergency personnel, such as personnel from the same technical department as the emergency event. The system can use fault information for matching, such as determining similar information about the technical department to which the fault belongs and the fault type (i.e., determining the emergency scenario), and then identify the corresponding emergency personnel as the second candidate emergency personnel. Once the first and second candidate emergency personnel are obtained, the system can then filter based on these two candidates to ultimately determine the emergency personnel to participate in resolving the emergency event. Once emergency personnel are identified, the system will use a web conferencing system to create a web conference for them in a timely manner, enabling them to quickly join the meeting and work together to resolve the emergency.

[0033] As can be seen from the above embodiments, the beneficial effects of this embodiment include the elimination of the need for manual determination of information for each emergency event, as well as the elimination of the need to identify emergency personnel involved in resolving the emergency. The system can automatically respond to the occurrence of an emergency event and determine relevant information, including fault information and optimal emergency personnel, and automatically create web conferences to assist emergency personnel in handling emergency events online and resolving system faults. The entire process is highly automated, requiring no human intervention, significantly improving the efficiency of emergency event handling, while also limiting emergency personnel to a smaller scope, saving manpower and reducing the waste of human resources.

[0034] In another embodiment, such as Figure 2 As shown, the method further includes: S6: Based on the fault information, perform information matching in the pre-built emergency accumulation database to determine whether there is a target historical emergency event, wherein the fault information in the target historical emergency event and the fault information of the current emergency event satisfy the first matching degree threshold. S7: If the target historical emergency event exists, the emergency personnel who participated in the target historical emergency event will be identified as the emergency personnel for the current emergency event; S8: If there is no target historical emergency event, then determine the first candidate emergency personnel and the second candidate emergency personnel, and determine the emergency personnel to participate in the current emergency event based on the first candidate emergency personnel and the second candidate emergency personnel.

[0035] In other words, the system stores information on various emergency events that occurred in the past. When a new emergency event occurs, the system will first search for information in the stored historical events to determine whether there is a highly relevant target historical emergency event. If so, the information of the target historical emergency event can be directly called for use. For example, the emergency personnel for the current emergency event can be determined based on the emergency personnel of the target historical emergency event. At the same time, the cause of the failure of the target historical emergency event can be used as the first object of investigation to quickly find out the specific cause of the failure. If the cause of the failure is the same, the solution of the historical emergency event can be directly referred to to determine the solution of the current emergency event.

[0036] The emergency accumulation library in this embodiment can be constructed in the following manner, specifically, as follows: Figure 3 As shown, the method further includes: S9: Obtain fault information, personnel information, and meeting information of historical emergency events that occurred during the historical period. The fault information of the historical emergency events includes the faulty system, the fault phenomenon, and the fault cause. The personnel information includes emergency personnel. The meeting information includes the meeting speeches of emergency personnel and the matching degree between the meeting speeches of emergency personnel and the fault cause. S10: Store the fault information, personnel information, and meeting information of the historical emergency events to form the emergency accumulation database.

[0037] The calculation of the matching degree between the emergency personnel's meeting statements and the cause of the malfunction can be determined by combining the following methods: First, construct the scoring function MatchScore( S , R ):

[0038] w i It is the weight of each factor. f i ( S , R ) is the scoring function for each factor (range [0,1]).

[0039] Constructing a semantic similarity function f 1( S , R ): Among them, BERT ( S , R ): Similarity calculated by the pre-trained model (value range: 0-1); TermOverlap S , R Jaccard similarity of domain terms (such as "database deadlock" and "cache penetration") α Control the weights of BERT and terms (recommended weight: 0.7). Constructing a time weighting function f 2( S , R ):

[0040] The earlier the key reasons are mentioned in a meeting speech, the higher their weight (assuming the meeting lasts for a certain period of time). T ), t It is the speaking time (0 = the start of the meeting). T =Conference ended), the earliest speaker ( t =0) equals 1, latest speech ( t = T ) yields 0.5; Constructing a professional relevance function f 3( S , R ): The speaker's role (e.g., DBA, operations, developer) affects credibility:

[0041] Constructing keyword coverage function f 4 (S,R): Does the message contain keywords related to fault analysis (such as "index failure" or "thread blocking")?

[0042] Constructing logical consistency functions f 5 (S, R) : To determine if the causal logic of the statement is consistent with the fault analysis (e.g., "Because A, therefore B", does it match R), use a causal reasoning model, such as GPT-4 or a rule engine, to judge whether the logical chain is consistent. If the output is 0, it is completely inconsistent; if it is 1, it is completely consistent.

[0043] Constructing an emotion intensity function f 6 (S, R) : The sentiment intensity SentScore(S) ∈ [ ] is calculated using sentiment analysis models (such as VADER, RoBERTa). [1,1], specifically can be mapped to the range [0,1]:

[0044] In this system, negative emotion values ​​are close to 0, and positive emotion values ​​are close to 1. The intensity of these emotions, in practical applications, can be reflected in emergency responders' statements containing phrases such as "I don't think this method is feasible," "I think this method might be worth trying," or "I think the cause of the failure could also be xxx." For this type of statement, the function can reflect the intensity of the emergency responder's emotions, thus demonstrating the degree to which their statement matches the cause of the failure.

[0045] Based on the above functions, the matching degree formula is constructed as follows:

[0046] The optimal values ​​for each of the above weights include: w 1=3 (semantic similarity is the most important). w 2 = 1 (time has a relatively small impact). w 3=2 (Professional roles have a greater impact). w 4 = 2 (Keywords are important) w 5 = 3 (Logical consistency is the most critical).

[0047] In another embodiment, the method further includes: S11: Determine the first emergency scenario based on each historical emergency event that occurred during the historical period; S12: Based on the obtained personnel configuration information, determine the fixed emergency personnel and non-fixed emergency personnel for each of the first emergency scenarios; and / or S13: Determine the second emergency scenario based on the obtained scenario information; S14: Based on the obtained personnel deployment information, determine the fixed emergency personnel and non-fixed emergency personnel for each of the second emergency scenarios; The first emergency scenario and the second emergency scenario are related to at least one or more of the following: faulty system, fault type, and fault phenomenon.

[0048] The emergency scenarios described in this embodiment can be determined based on one or more of the faulty systems, fault types, and fault phenomena from historical emergency events, or they can be determined based on information obtained from user input. That is, the system determines the emergency scenario based on the user's input. Depending on the different emergency scenarios, the system can determine fixed and non-fixed emergency personnel for each second emergency scenario based on the personnel deployment information obtained from the user. Fixed emergency personnel are those commonly required by the emergency operations and maintenance department. For example, in a host machine downtime emergency, the operations and maintenance department requires both second-line and first-line on-duty personnel to participate in resolving the emergency. Non-fixed emergency personnel are not specifically defined; for example, in a host machine downtime emergency, non-fixed emergency personnel could be technical personnel from the operations and maintenance department.

[0049] After completing the construction of the emergency accumulation database and the emergency scenario database, the system can perform information matching in the pre-built emergency accumulation database based on the fault information to determine the first candidate emergency personnel, including: S201: Based on the fault information, match it in the pre-built emergency accumulation database to determine the target fault information that meets the second matching degree threshold with the fault information; S202: Determine a third candidate emergency personnel based on personnel information from historical emergency events corresponding to the target fault information; S203: Based on the third candidate emergency personnel and the matching degree between the corresponding meeting speech and the cause of the failure, the third candidate emergency personnel are screened to obtain the first candidate emergency personnel.

[0050] In this embodiment, the system first matches the fault information of the current emergency event in the emergency accumulation database to determine the third candidate emergency personnel. Then, the system determines the matching degree information of each third candidate emergency personnel stored in the emergency accumulation database. After that, the system filters the third candidate emergency personnel based on the matching degree. For example, the system sorts multiple emergency personnel based on the matching degree and then selects the top n emergency personnel as the first candidate emergency personnel.

[0051] After identifying the first and second candidate emergency responders, the system will screen these candidates to determine the emergency responders to participate in the current emergency, including: S401: Determine the intersection of the first candidate emergency responder and the second candidate emergency responder; S403: The candidate emergency personnel located in the intersection are identified as emergency personnel to participate in the current emergency event.

[0052] The intersecting personnel include the fixed emergency personnel in the corresponding emergency scenario, as well as the intersecting personnel of the first candidate emergency personnel and the non-fixed emergency personnel among the second candidate emergency personnel. The final emergency personnel to deal with this emergency event are composed of these two types of emergency personnel.

[0053] In another embodiment, in order to continuously increase and update the data in the emergency accumulation database, making the data more valuable and the identified emergency personnel more accurate, the method further includes: S15: When the online conference is started, instruct the online conference system to record the conference; S16: Obtain the meeting recording data through the web conferencing system; S17: Analyze the meeting recording data to determine the cause of the system failure that triggered the current emergency, and the degree of matching between each emergency responder's meeting remarks and the cause of the failure; S18: Store the faulty system, fault phenomenon, fault cause, emergency personnel, emergency personnel's meeting remarks, and the matching degree between the emergency personnel's meeting remarks and the fault cause corresponding to the current emergency event in the emergency accumulation database. S19: When the emergency accumulation database contains historical emergency events with the same fault information as the current emergency event, update the information of the corresponding historical emergency event based on the information of the current emergency event, or retain the information of emergency events with a small number of emergency personnel.

[0054] For example, when a web conference starts, the system instructs the web conferencing system to record the meeting. After recording, the system obtains the recording data through the web conferencing system and uses algorithms such as speech recognition, text recognition, and semantic analysis to identify and analyze the data to determine the cause of the system failure that triggered the current emergency, and to determine the speech information of each emergency responder. The system then calculates the matching degree between each emergency responder's speech and the cause of the failure using the aforementioned matching degree algorithm. Afterwards, the system stores the corresponding emergency system failure, failure phenomenon, failure cause, emergency responders, emergency responders' meeting speeches, and the matching degree in the emergency accumulation database. During storage, the system can first search the emergency accumulation database based on the information of the current emergency event, or only based on the failure information, to determine if there are any identical historical emergency events. If so, it can directly update or replace the information of the historical emergency event based on the information of the current new emergency event, or identify emergency events with fewer emergency responders and retain the corresponding information in the emergency accumulation database. In this embodiment, it is preferable to retain information about events with fewer emergency responders in the emergency accumulation database to minimize the use of emergency responders and reduce the waste of human resources.

[0055] Furthermore, to facilitate the recording and storage of emergency event information, the method described in this embodiment also includes: S20: In response to the occurrence of the emergency event, generate an emergency work order; S21: Record the fault information, personnel information, and meeting information in the emergency work order; S22: Store the emergency work order in the emergency accumulation database, or store the information in the emergency work order in the emergency accumulation database.

[0056] In other words, in this embodiment, the system generates an emergency work order when an emergency event is determined. In the emergency work order, the system can record the information that needs to be recorded one after another according to the determined information until all the information that needs to be recorded is recorded. After that, the emergency work order can be directly stored in the emergency accumulation database, or the content in the work order can be matched and recorded in the emergency accumulation database.

[0057] like Figure 4 As shown, another embodiment of the present invention also provides an emergency event handling device. 100 ,include: The first determining module is used to determine fault information in response to the occurrence of an emergency event, wherein the emergency event indicates that a system within the bank has malfunctioned; The first matching module is used to perform information matching in a pre-built emergency accumulation database based on the fault information to determine the first candidate emergency personnel. The emergency accumulation database records at least the fault information and personnel information of emergency events that occurred in the past period. The second matching module is used to perform information matching in a pre-built emergency scenario database based on the fault information to determine the second candidate emergency personnel. The emergency scenario database records the configuration requirements information of emergency personnel under different emergency scenarios. The second determination module is used to determine the emergency personnel to participate in the current emergency event by screening the first candidate emergency personnel and the second candidate emergency personnel; A module is created to invoke a web conferencing system to create a web conference for the emergency responders, enabling them to resolve the emergency online.

[0058] In one embodiment, the device further includes: The third matching module is used to perform information matching in a pre-built emergency accumulation database based on the fault information to determine whether there is a target historical emergency event, wherein the fault information in the target historical emergency event and the fault information of the current emergency event satisfy a first matching degree threshold. The third determining module is used to determine the emergency personnel who participated in the target historical emergency event as the emergency personnel of the current emergency event when the target historical emergency event exists; The fourth determining module is used to determine the first candidate emergency personnel and the second candidate emergency personnel when there is no target historical emergency event, and to determine the emergency personnel to participate in the current emergency event based on the first candidate emergency personnel and the second candidate emergency personnel.

[0059] In one embodiment, the device further includes: The first acquisition module is used to acquire fault information, personnel information, and meeting information of historical emergency events that occurred during the historical period. The fault information of the historical emergency events includes the faulty system, the fault phenomenon, and the fault cause. The personnel information includes emergency personnel. The meeting information includes the meeting speeches of emergency personnel and the matching degree between the meeting speeches of emergency personnel and the fault cause. The first storage module is used to store fault information, personnel information, and meeting information of the historical emergency events, forming the emergency accumulation database.

[0060] In one embodiment, the device further includes: The fifth determination module is used to determine the first emergency scenario based on each historical emergency event that occurred during the historical period; The sixth determining module is used to determine, based on the obtained personnel configuration information, the fixed emergency personnel and non-fixed emergency personnel for each of the first emergency scenarios; and / or The seventh determination module is used to determine the second emergency scenario based on the obtained scenario information; The eighth determination module is used to determine the fixed emergency personnel and non-fixed emergency personnel for each of the second emergency scenarios based on the obtained personnel call information; The first emergency scenario and the second emergency scenario are related to at least one or more of the following: faulty system, fault type, and fault phenomenon.

[0061] In one embodiment, the step of matching information in a pre-built emergency accumulation database based on the fault information to determine the first candidate emergency personnel includes: Based on the fault information, a matching process is performed in a pre-built emergency accumulation database to determine target fault information that meets the second matching degree threshold. The third candidate emergency personnel are determined based on the personnel information of historical emergency events corresponding to the target fault information; Based on the third candidate emergency personnel and the matching degree between their corresponding meeting speeches and the cause of the malfunction, the third candidate emergency personnel are screened to obtain the first candidate emergency personnel.

[0062] In one embodiment, determining the emergency personnel to participate in the current emergency event based on the first candidate emergency personnel and the second candidate emergency personnel includes: Determine the intersection of the first candidate emergency responder and the second candidate emergency responder; Candidate emergency personnel located in the intersection are identified as emergency personnel to participate in the current emergency event.

[0063] In one embodiment, the device further includes: An instruction module is used to instruct the network conferencing system to record the meeting when the network conference is started; The second acquisition module is used to acquire meeting recording data through the web conferencing system; The analysis module is used to analyze the meeting recording data, determine the cause of the system failure that triggered the current emergency, and the degree of matching between each emergency responder's meeting remarks and the cause of the failure. The second storage module is used to store the faulty system, fault phenomenon, fault cause, emergency personnel, emergency personnel's meeting remarks, and the matching degree between the emergency personnel's meeting remarks and the fault cause corresponding to the current emergency event into the emergency accumulation database. The update module is used to update the information of the corresponding historical emergency event based on the information of the current emergency event when the emergency accumulation database contains historical emergency events with the same fault information as the current emergency event, or to retain the information of emergency events with a small number of emergency personnel.

[0064] In some embodiments, the apparatus further includes: The generation module is used to generate an emergency work order in response to the occurrence of the emergency event; The recording module is used to record the fault information, personnel information, and meeting information in the emergency work order; The third storage module is used to store the emergency work order in the emergency accumulation database, or to store the information in the emergency work order in the emergency accumulation database.

[0065] Another embodiment of the present invention also provides an electronic device, comprising: One or more processors; Memory, configured to store one or more programs; When the one or more programs are executed by the one or more processors, the one or more processors implement the emergency event handling method as described in any of the embodiments above.

[0066] Furthermore, one embodiment of the present invention also provides a storage medium storing a computer program thereon, which, when executed by a processor, implements the emergency event handling method described above. It should be understood that the various solutions in this embodiment have the corresponding technical effects in the above method embodiments, and will not be repeated here.

[0067] Furthermore, embodiments of the present invention also provide a computer program product, which is tangibly stored on a computer-readable medium and includes computer-readable instructions that, when executed, cause at least one processor to perform an emergency event handling method such as those described in the embodiments above.

[0068] It should be noted that the computer storage medium of the present invention can be a computer-readable signal medium or a computer-readable storage medium, or any combination thereof. A computer-readable medium can be, for example, but not limited to, an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, system, or device, or any combination thereof. More specific examples of a computer-readable storage medium may include, but are not limited to: an electrical connection having one or more wires, a portable computer disk, a hard disk, a random access storage medium (RAM), a read-only storage medium (ROM), an erasable programmable read-only storage medium (EPROM or flash memory), an optical fiber, a portable compact disk read-only storage medium (CD-ROM), an optical storage medium, a magnetic storage medium, or any suitable combination thereof. In the present invention, a computer-readable storage medium can be any tangible medium containing or storing a program that can be used by or in conjunction with an instruction execution system, system, or device. In the present invention, a computer-readable signal medium can include a data signal propagated in baseband or as part of a carrier wave, carrying computer-readable program code. Such propagated data signals can take various forms, including but not limited to electromagnetic signals, optical signals, or any suitable combination thereof. Computer-readable signal media can also be any computer-readable medium other than computer-readable storage media, which can send, propagate, or transmit a program configured for use by or in connection with an instruction execution system, system, or device. The program code contained on the computer-readable medium can be transmitted using any suitable medium, including but not limited to: wireless, antenna, optical fiber, RF, etc., or any suitable combination thereof.

[0069] Furthermore, those skilled in the art will understand that embodiments of the present invention can be provided as methods, systems, or computer program products. Therefore, the present invention can take the form of a completely hardware embodiment, a completely software embodiment, or an embodiment combining software and hardware aspects. Moreover, the present invention can take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage and optical storage) containing computer-usable program code.

[0070] This invention is described with reference to flowchart illustrations and / or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the invention. It will be understood that each block of the flowchart illustrations and / or block diagrams, and combinations of blocks in the flowchart illustrations and / or block diagrams, can be implemented by computer program instructions. These computer program instructions can be provided to a processor of a general-purpose computer, special-purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, generate instructions for implementing the flowchart illustrations and / or block diagrams. Figure 1One or more processes and / or boxes Figure 1 A system that specifies functions in one or more boxes.

[0071] These computer program instructions may also be stored in a computer-readable storage medium that can direct a computer or other programmable data processing device to function in a particular manner, such that the instructions stored in the computer-readable storage medium produce an article of manufacture including an instruction set implemented in a process. Figure 1 One or more processes and / or boxes Figure 1 The function specified in one or more boxes.

[0072] Those skilled in the art should understand that the discussion of any of the above embodiments is merely exemplary and is not intended to imply that the scope of protection of this application is limited to these examples; within the framework of this application, the technical features of the above embodiments or different embodiments can also be combined, the steps can be implemented in any order, and there are many other variations of different aspects of one or more embodiments of this application as described above, which are not provided in detail for the sake of brevity.

Claims

1. An emergency response method, characterized in that, include: In response to an emergency event, fault information is determined, wherein the emergency event indicates a failure in a system within the bank; Based on the fault information, information matching is performed in a pre-built emergency accumulation database to determine the first candidate emergency personnel. The emergency accumulation database records at least the fault information and personnel information of emergency events that occurred in the past period. Based on the fault information, information matching is performed in a pre-built emergency scenario database to determine the second candidate emergency personnel. The emergency scenario database records the configuration requirements information of emergency personnel under different emergency scenarios. Emergency personnel to participate in the current emergency event are determined by screening the first and second candidate emergency personnel. The web conferencing system is invoked to create a web conference for the emergency personnel, enabling them to resolve the emergency incident online.

2. The emergency response method according to claim 1, characterized in that, The method further includes: Based on the fault information, information matching is performed in a pre-built emergency accumulation database to determine whether there is a target historical emergency event. The fault information in the target historical emergency event and the fault information of the current emergency event meet a first matching degree threshold. If the target historical emergency event exists, the emergency personnel who participated in the target historical emergency event will be identified as the emergency personnel for the current emergency event; If the target historical emergency event is not present, then the first candidate emergency personnel and the second candidate emergency personnel are determined, and emergency personnel to participate in the current emergency event are determined based on the first candidate emergency personnel and the second candidate emergency personnel.

3. The emergency response method according to claim 1, characterized in that, The method further includes: Obtain fault information, personnel information, and meeting information of historical emergency events that occurred during the historical period. The fault information of the historical emergency events includes the faulty system, the fault phenomenon, and the fault cause. The personnel information includes emergency personnel. The meeting information includes the meeting statements of emergency personnel and the degree of matching between the meeting statements of emergency personnel and the fault cause. The system stores fault information, personnel information, and meeting information from the historical emergency events to form the emergency accumulation database.

4. The emergency response method according to claim 3, characterized in that, The method further includes: The first emergency scenario is determined based on each historical emergency event that occurred during the historical period. Based on the obtained personnel configuration information, fixed emergency personnel and non-fixed emergency personnel are determined for each of the first emergency scenarios; and / or A second emergency scenario was determined based on the obtained scenario information; Based on the obtained personnel deployment information, the fixed emergency personnel and non-fixed emergency personnel for each of the second emergency scenarios are determined respectively; The first emergency scenario and the second emergency scenario are related to at least one or more of the following: faulty system, fault type, and fault phenomenon.

5. The emergency response method according to claim 4, characterized in that, The step of matching information in a pre-built emergency accumulation database based on the fault information to determine the first candidate emergency personnel includes: Based on the fault information, a matching process is performed in a pre-built emergency accumulation database to determine target fault information that meets the second matching degree threshold. The third candidate emergency personnel are determined based on the personnel information of historical emergency events corresponding to the target fault information; Based on the third candidate emergency personnel and the matching degree between their corresponding meeting speeches and the cause of the malfunction, the third candidate emergency personnel are screened to obtain the first candidate emergency personnel.

6. The emergency response method according to claim 1 or 2, characterized in that, The process of selecting emergency personnel to participate in the current emergency by screening the first and second candidate emergency personnel includes: Determine the intersection of the first candidate emergency responder and the second candidate emergency responder; Candidate emergency personnel located in the intersection are identified as emergency personnel to participate in the current emergency event.

7. The emergency response method according to claim 3, characterized in that, The method further includes: When the web conference is started, the web conference system is instructed to record the conference. The meeting recording data is obtained through the web conferencing system; Analyze the meeting recording data to determine the cause of the system failure that triggered the current emergency, and the degree of match between each emergency responder's meeting remarks and the cause of the failure; The faulty system, fault phenomenon, fault cause, emergency personnel, emergency personnel's meeting remarks, and the matching degree between the emergency personnel's meeting remarks and the fault cause corresponding to the current emergency event are stored in the emergency accumulation database. When the emergency accumulation database contains historical emergency events with the same fault information as the current emergency event, the information of the corresponding historical emergency event is updated based on the information of the current emergency event, or the information of emergency events with a small number of emergency personnel is retained.

8. The emergency response method according to claim 7, characterized in that, The method further includes: In response to the occurrence of the aforementioned emergency event, an emergency work order is generated; The fault information, personnel information, and meeting information are recorded in the emergency work order; The emergency work order is stored in the emergency accumulation database, or the information in the emergency work order is stored in the emergency accumulation database.

9. An emergency incident handling device, characterized in that, include: The first determining module is used to determine fault information in response to the occurrence of an emergency event, wherein the emergency event indicates that a system within the bank has malfunctioned; The first matching module is used to perform information matching in a pre-built emergency accumulation database based on the fault information to determine the first candidate emergency personnel. The emergency accumulation database records at least the fault information and personnel information of emergency events that occurred in the past period. The second matching module is used to perform information matching in a pre-built emergency scenario database based on the fault information to determine the second candidate emergency personnel. The emergency scenario database records the configuration requirements information of emergency personnel under different emergency scenarios. The second determination module is used to determine the emergency personnel to participate in the current emergency event by screening the first candidate emergency personnel and the second candidate emergency personnel; A module is created to invoke a web conferencing system to create a web conference for the emergency responders, enabling them to resolve the emergency online.

10. An electronic device, characterized in that, include: One or more processors; Memory, configured to store one or more programs; When the one or more programs are executed by the one or more processors, the one or more processors implement the emergency event handling method as described in any one of claims 1-8.

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