Customer service sop-based automatic diagnosis and troubleshooting method, system, device and storage medium

Abstract

This invention provides an automated diagnostic and troubleshooting method, system, device, and storage medium based on customer service SOPs. The method includes: receiving problem information submitted by a user; determining the corresponding SOP scenario based on the problem information, where each SOP scenario is a pre-configured problem handling scenario describing a preset problem type; invoking the associated automated diagnostic process according to the SOP scenario, establishing a preset association between SOP scenarios and automated diagnostic processes within the system; executing the automated diagnostic process to detect and analyze system operation data, including detecting and analyzing at least one of system log data, user system settings, interface return data logic, and business rules; and outputting diagnostic results back to the user. This invention establishes a mapping relationship between SOPs in operation documents and SOP scenarios in automated diagnostic processes, automating fault diagnosis and improving problem handling efficiency and consistency.

Description

Technical Field

[0001] This invention relates to the field of software development assistance, and more specifically, to an automatic diagnostic and troubleshooting method, system, device, and storage medium based on customer service SOPs. Background Technology

[0002] As business scale continues to expand, the volume of user inquiries that customer service systems need to handle is constantly increasing. On large internet platforms or digital service systems, users primarily seek assistance through online customer service, hotlines, and other channels when encountering problems while using products or services. To ensure a positive user experience, quickly and accurately resolving user issues has become one of the core capabilities of a customer service system.

[0003] Currently, most enterprise customer service CRM systems rely primarily on Standard Operating Procedures (SOPs) to guide customer service personnel in handling issues. SOPs typically document common problems and their solutions in the form of text descriptions, screenshot examples, or standard scripts, and are retrieved and used through the customer service CRM system. This document-centric approach to SOPs played a crucial role during periods when business operations were relatively simple and the types of issues were limited.

[0004] In existing technologies, a typical customer service problem handling process usually includes the following steps: Customer service personnel make an initial judgment on the functional module to which the problem belongs based on the problem description provided by the user; retrieve the corresponding SOP document for the functional module in the customer service CRM system; match and confirm the user's problem based on the text description, example screenshots, or script templates in the SOP; for problems that cannot be solved by simple scripts, customer service personnel may need to query relevant information in the CRM system or switch to business systems such as the operations backend or log system to query relevant business data; customer service personnel provide solutions to users based on the user's problem symptoms, the retrieved business data, and the pre-set handling plan in the SOP; when the problem cannot be resolved through the SOP, the problem is submitted to the relevant business department or technical department for further investigation.

[0005] In the aforementioned technical solutions, Standard Operating Procedures (SOPs) primarily serve as manual operation guides. Their execution relies on customer service personnel gradually identifying the cause of the problem and selecting the appropriate solution based on user feedback. This model can maintain basic service efficiency when business complexity is low, but its limitations become increasingly apparent as business systems grow larger and user issues become more diverse.

[0006] Currently, some technologies are attempting to improve customer service efficiency through knowledge base systems or intelligent customer service systems. For example, some intelligent customer service systems automatically match corresponding answers based on the user's input question text by building FAQ knowledge bases or question-answering matching models; other customer service systems use rule engines or semantic recognition technology to conduct preliminary analysis of user questions and provide recommended solutions. These technologies have achieved some success in reducing the burden of simple, repetitive answers for customer service personnel.

[0007] However, while the aforementioned technologies achieve partial automation in problem-solving through knowledge bases, rule engines, or semantic matching, their core remains based on matching answers or recommending responses according to the user's question text. These technologies do not address the essence of problem diagnosis, namely, in-depth analysis and verification of the system's internal operating status, user data, and business logic. Furthermore, in customer service CRM systems, Standard Operating Procedures (SOPs) still primarily exist as manual reference documents and are not closely linked to the system's automated diagnostic capabilities.

[0008] Therefore, the following technical defects still exist in the existing technology: First, Standard Operating Procedures (SOPs) primarily exist as operational documents, lacking an automated diagnostic mechanism. In existing customer service systems, SOPs typically exist in document form, serving only to guide customer service personnel through manual troubleshooting. Customer service personnel need to inquire about each user's problem and perform actions according to the SOP, resulting in a complex and inefficient process. This problem arises because, in current technology, SOPs exist only as manual reference documents and lack a system-level automated diagnostic mechanism. When users encounter issues involving backend data verification, system configuration errors, or service interface anomalies, customer service personnel cannot directly obtain diagnostic conclusions from the SOP document and must rely on tedious manual troubleshooting.

[0009] Second, Standard Operating Procedures (SOPs) and system diagnostic capabilities are independent of each other and lack an automatic triggering relationship. Even if some customer service systems have knowledge bases or rule analysis capabilities, these capabilities usually operate independently and do not establish a direct triggering relationship with the SOP process. Therefore, when customer service representatives handle issues, the system cannot automatically trigger the corresponding diagnostic process based on the selected SOP. For example, when customer service personnel determine that a user's problem falls under the SOP scenario of "login anomaly," the system cannot automatically trigger the detection process for the user's account status, login logs, and authentication service interfaces. Customer service personnel still need to manually switch to multiple backend systems for queries, resulting in low processing efficiency.

[0010] Third, problem localization relies heavily on human experience, leading to inconsistent processing. In some business scenarios, problem localization requires combining user account information, order data, or system operation logs. However, in current technology, this information typically needs to be queried through different business backends and relies on manual analysis by customer service personnel. Due to differences in the experience levels of different customer service personnel, their judgment paths and analysis depths for the same type of problem may differ, easily leading to inconsistent problem localization results, which in turn affects the accuracy of user problem resolution and the stability of service quality.

[0011] Fourth, the troubleshooting process is lengthy, resulting in low overall response efficiency. When customer service personnel cannot resolve issues using standard operating procedures (SOPs), the problem typically needs to be submitted to the technical or relevant business departments for investigation. This process involves information exchange between multiple roles; for example, customer service personnel need to compile the problem description, user information, and previously executed troubleshooting steps, while the technical department needs to reproduce the problem, analyze logs, and locate code defects. The entire processing cycle is lengthy, and users often have to wait a long time for a response, severely impacting user experience and service satisfaction.

[0012] In view of this, the present invention provides an automatic diagnostic and troubleshooting method, system, device and storage medium based on customer service SOP. Summary of the Invention

[0013] To address the problems in existing technologies, the present invention aims to provide an automatic diagnostic and troubleshooting method, system, device, and storage medium based on customer service SOPs. This invention overcomes the difficulties of existing technologies by transforming traditional SOP documents into SOP scenarios that can trigger automatic diagnostic processes and establishing a correlation mechanism between the two. This enables the system to automatically trigger the corresponding diagnostic process during the user problem acceptance stage, thereby achieving rapid problem location and handling, reducing reliance on human experience, and shortening the problem investigation process.

[0014] Embodiments of the present invention provide an automated diagnostic and troubleshooting method based on customer service SOP, comprising the following steps: S110, Receive problem information submitted by users; S120. Determine the corresponding SOP scenario based on the problem information. The SOP scenario is a pre-configured problem handling scenario, and each SOP scenario is used to describe a preset problem type. S130. Based on the SOP scenario, the associated automatic diagnostic process is invoked, and a preset association relationship is established between the SOP scenario and the automatic diagnostic process in the system. S140. Execute the automatic diagnostic process to detect and analyze system operation data. The automatic diagnostic process includes detecting and analyzing at least one of system log data, user system settings, interface return data logic, and business rules. S150. Output diagnostic results, including the cause of the fault, the location of the abnormality, and handling suggestions, and provide feedback to the user through the customer service system.

[0015] Preferably, in step S120, determining the corresponding SOP scenario based on the problem information includes: identifying the problem information through keyword matching, rule matching, or a problem classification model, and determining the SOP scenario corresponding to the problem.

[0016] Preferably, in step S130, before invoking the associated automatic diagnostic process according to the SOP scenario, the method further includes: determining the corresponding diagnostic permission level according to the SOP scenario, and applying for data access credentials from the associated business system or backend system according to the diagnostic permission level, so as to execute the automatic diagnostic process.

[0017] Preferably, in step S140, the execution of the automatic diagnostic process includes: in response to the invocation of the automatic diagnostic process, the system automatically executes a preset diagnostic script corresponding to the SOP scenario, wherein the preset diagnostic script is used to obtain the system operation data from at least one business system or backend system.

[0018] Preferably, in step S140, the detection and analysis of system operation data includes: comparing the acquired system operation data with a preset normal data threshold or business rule; when the system operation data deviates from the normal data threshold or violates the business rule, an anomaly is determined and the anomaly point is located.

[0019] Preferably, in step S150, the output of diagnostic results includes: pushing the structured data of the diagnostic results to the customer service workbench, and displaying the cause of the fault, the location of the abnormality, and the handling suggestions in the interface of the customer service workbench corresponding to the current user session in the form of visual charts, hierarchical alarms, or voice notification of hierarchical alarms.

[0020] Preferably, after step S150, the method further includes: associating and storing the diagnostic results with the SOP scenario, performing a re-diagnosis, and providing auxiliary suggestions for subsequent optimization based on whether the user verifies the troubleshooting process conclusion is correct or needs optimization.

[0021] Embodiments of the present invention also provide an automatic diagnostic and troubleshooting system based on customer service SOPs, used to implement the above-described automatic diagnostic and troubleshooting method based on customer service SOPs, wherein the automatic diagnostic and troubleshooting system based on customer service SOPs includes: The information receiving module receives problem information submitted by users; The scenario determination module determines the corresponding SOP scenario based on the problem information. The SOP scenario is a pre-configured problem handling scenario, and each SOP scenario is used to describe a preset problem type. The process invocation module invokes the associated automatic diagnostic process according to the SOP scenario. A preset association relationship is established between the SOP scenario and the automatic diagnostic process in the system. The diagnostic execution module executes the automatic diagnostic process to detect and analyze system operation data. The automatic diagnostic process includes detecting and analyzing at least one of system log data, user system settings, interface return data logic, and business rules. The results output module outputs diagnostic results, including the cause of the fault, the location of the abnormality, and handling suggestions, and then feeds them back to the user through the customer service system.

[0022] Embodiments of the present invention also provide an automatic diagnostic and troubleshooting device based on customer service SOP, comprising: processor; A memory in which executable instructions of the processor are stored; The processor is configured to execute the steps of the above-described automatic diagnostic and troubleshooting method based on the customer service SOP by executing the executable instructions.

[0023] Embodiments of the present invention also provide a computer-readable storage medium for storing a program that, when executed, implements the steps of the above-described automatic diagnosis and troubleshooting method based on customer service SOP.

[0024] The purpose of this invention is to provide an automatic diagnostic and troubleshooting method, system, device, and storage medium based on customer service SOPs. It can transform traditional SOP documents into SOP scenarios that can trigger automatic diagnostic processes and establish a correlation mechanism between the two. This enables the system to automatically trigger the corresponding diagnostic process during the user problem acceptance stage, thereby achieving rapid problem location and handling, reducing reliance on human experience, and shortening the problem investigation chain. Attached Figure Description

[0025] Other features, objects, and advantages of the invention will become more apparent from the following detailed description of non-limiting embodiments with reference to the accompanying drawings.

[0026] Figure 1This is a flowchart of the automatic diagnosis and troubleshooting method based on customer service SOP of the present invention.

[0027] Figure 2 This is a schematic diagram illustrating the implementation process of the automatic diagnosis and troubleshooting method based on customer service SOP of the present invention.

[0028] Figure 3 This is a system architecture diagram of the automatic diagnosis and troubleshooting system based on customer service SOP of the present invention.

[0029] Figure 4 This is a schematic diagram of the automatic diagnostic and troubleshooting device based on customer service SOP of the present invention.

[0030] Figure 5 This is a schematic diagram of the structure of a computer-readable storage medium according to an embodiment of the present invention. Detailed Implementation

[0031] The following specific examples illustrate the implementation methods of this application. Those skilled in the art can easily understand other advantages and effects of this application from the content disclosed herein. This application can also be implemented or applied through other different specific embodiments, and various details in this application can be modified or changed according to different viewpoints and application systems without departing from the spirit of this application. It should be noted that, unless otherwise specified, the embodiments and features in the embodiments of this application can be combined with each other.

[0032] The embodiments of this application will now be described in detail with reference to the accompanying drawings, so that those skilled in the art can easily implement the application. This application may be embodied in many different forms and is not limited to the embodiments described herein.

[0033] In this application, the terms "one embodiment," "some embodiments," "example," "specific example," or "some examples," etc., refer to specific features, structures, materials, or characteristics represented in connection with that embodiment or example, which are included in at least one embodiment or example of this application. Furthermore, the specific features, structures, materials, or characteristics represented may be combined in any suitable manner in one or more embodiments or examples. Moreover, without contradiction, those skilled in the art can combine and integrate different embodiments or examples represented in this application, as well as features of different embodiments or examples.

[0034] Furthermore, the terms "first" and "second" are used for illustrative purposes only and should not be construed as indicating or implying relative importance or implicitly specifying the number of technical features indicated. Thus, a feature defined as "first" or "second" may explicitly or implicitly include at least one of that feature. In the representation of this application, "multiple" means two or more, unless otherwise explicitly specified.

[0035] For the purpose of clearly describing this application, devices that are not relevant to the description are omitted, and the same or similar components throughout the specification are given the same reference numerals.

[0036] Throughout this specification, when it is said that a device is "connected" to another device, this includes not only "direct connection" but also "indirect connection" by placing other components in between. Furthermore, when it is said that a device "comprises" a certain constituent element, unless otherwise stated otherwise, this does not exclude other constituent elements, but rather implies that other constituent elements may be included.

[0037] When we say that a device is "above" another device, this can mean that it is directly above the other device, or it can mean that other devices are present in between. Conversely, when we say that a device is "directly" "above" another device, there are no other devices present in between.

[0038] Although the terms first, second, etc., are used in some instances herein to refer to various elements, these elements should not be limited by these terms. These terms are used only to distinguish one element from another. For example, first interface and second interface, etc., are used. Furthermore, as used herein, the singular forms “a,” “an,” and “the” are intended to also include the plural forms unless the context indicates otherwise. It should be further understood that the terms “comprising,” “including,” indicate the presence of features, steps, operations, elements, components, items, kinds, and / or groups, but do not exclude the presence, occurrence, or addition of one or more other features, steps, operations, elements, components, items, kinds, and / or groups. The terms “or” and “and / or” as used herein are interpreted as inclusive, or mean any one or any combination thereof. Thus, “A, B, or C” or “A, B, and / or C” means “any one of: A; B; C; A and B; A and C; B and C; A, B, and C.” Exceptions to this definition will only occur if the combination of elements, functions, steps, or operations is inherently mutually exclusive in some way.

[0039] The technical terms used herein are for reference only to specific embodiments and are not intended to limit this application. The singular form used herein includes the plural form unless the statement explicitly indicates otherwise. The word "comprising" as used in this specification means to specify a particular characteristic, region, integer, step, operation, element, and / or component, and does not exclude the presence or addition of other characteristics, regions, integers, steps, operations, elements, and / or components. Although not defined differently, both technical and scientific terms used herein are included, and all terms have the same meaning as commonly understood by one of ordinary skill in the art to which this application pertains. Terms defined in commonly used dictionaries are further interpreted to have meanings consistent with relevant technical documents and the content of this present description, and should not be over-interpreted as ideal or overly formulaic unless otherwise defined.

[0040] Existing user problem handling technologies generally suffer from problems such as SOPs relying on manual execution, lack of linkage between diagnostic capabilities and SOP processes, and long problem investigation links. There is an urgent need for a technical solution that can deeply integrate SOPs with the system's automatic diagnostic capabilities.

[0041] Figure 1 This is a flowchart of the automatic diagnosis and troubleshooting method based on customer service SOP of the present invention. Figure 1 As shown, the automatic diagnosis and troubleshooting method based on customer service SOP of the present invention includes the following steps: S110. Receive user-submitted problem information. In this step, the customer service system receives user-submitted problem information through its front-end interactive interface. This problem information can be text information entered by the user in the online customer service chat window, such as "I cannot log in to my account, it says the password is wrong, but I am sure the password is correct." Alternatively, in a hotline scenario, the system uses a speech recognition module to convert the user's voice into text in real time as the problem information. The received information is encapsulated into a unified message format and includes metadata such as user identifier, session identifier, and timestamp for subsequent processing. To ensure the integrity of the information, the system can also proactively ask the user for key information, such as "Please provide your account name or registered mobile phone number," and associate this supplementary information with the original problem information.

[0042] S120. Determine the corresponding SOP scenario based on the problem information. After receiving the problem information, the system enters the scenario identification stage. The core of this step is to map the unstructured user problem description to a predefined, structured SOP scenario. Specific implementation methods include, but are not limited to, the following: In the first embodiment, a keyword matching strategy is employed. The system maintains a mapping table between SOP scenarios and a keyword database. For example, keywords associated with the SOP scenario "login error" include "login," "cannot log in," "cannot access," "incorrect password," and "account locked." The system performs word segmentation and keyword extraction on the user's question information, calculates the matching degree with the keyword database for each SOP scenario, and selects the SOP scenario with the highest matching degree as the recognition result.

[0043] In the second embodiment, a rule-based matching strategy is employed. The system predefines a series of rules based on regular expressions or logical conditions. For example, a rule can be defined as: if the problem information contains "payment" and "payment successful but order not generated," then it is determined to be an SOP scenario "payment asynchronous callback exception." Rule matching can handle more complex combinational logic and improve the accuracy of identification.

[0044] In the third embodiment, a question classification model is employed. The system pre-trains a machine learning or deep learning model (such as a BERT-based text classification model), which takes the user's question text as input and outputs the corresponding SOP scenario category. The model training data is generated from historical customer service conversation records after manual annotation. This approach can understand deeper semantic information and has a better recognition effect on questions with vague or highly colloquial expressions.

[0045] SOP scenarios are the core concept of this invention. Unlike traditional SOP documents, an SOP scenario is a structured data object in the system, typically containing the following attributes: a unique scenario identifier (e.g., SOP_LOGIN_001), a scenario name (e.g., "Login Anomaly Troubleshooting"), a problem description template, the associated automated diagnostic process ID, required data access permissions, and expected processing time. Each SOP scenario describes a predefined problem type and serves as a bridge connecting user issues with automation capabilities.

[0046] S130. Invoke the associated automatic diagnostic process according to the SOP scenario. After determining the SOP scenario, the system searches for and invokes the corresponding automatic diagnostic process from the diagnostic process registry based on the "Associated Automatic Diagnostic Process ID" attribute of the scenario. The automatic diagnostic process can be an executable script (such as a Python script or Shell script), a workflow definition, or a microservice call chain. The diagnostic process registry records metadata such as the entry address, execution parameters, timeout, and retry strategy for each process. The system of this invention uses the Dify platform to implement the troubleshooting process for each scenario. One scenario corresponds to one troubleshooting flow, and a troubleshooting flow will include all points that may be abnormal, such as "user status diagnosis," "authentication service interface diagnosis," and "risk control interception log diagnosis."

[0047] To improve system flexibility, relationships can also be dynamic. For example, troubleshooting logic can be prioritized based on user priority, status, or business logic priority, ensuring both diagnostic coverage and efficiency.

[0048] S140. Execute the automatic diagnostic process to detect and analyze system operation data. The automatic diagnostic process begins execution once invoked. The execution of the diagnostic process typically involves interaction with multiple backend systems or business systems to obtain system operation data. These interactions are accomplished through predefined API interfaces or database queries. The following are examples of several specific diagnostic processes: Example 1: System Log Data Inspection. For "API call failure" issues, the diagnostic process can automatically retrieve error logs related to the problematic API from a log center (such as the ELK platform) within a recent period. The process will parse the error codes and stack traces in the logs and compare them with a pre-defined error code knowledge base to determine whether it is a network timeout, an internal server error, or a parameter validation failure.

[0049] Example 2: User System Settings Detection. For issues like "unable to receive message notifications," the diagnostic process can automatically query the user configuration database to check the user's message receiving switch settings, do-not-disturb time settings, and bound device information. The process generates a report on the user's settings status and compares it with the recommended normal settings to identify configuration items that may be causing the problem.

[0050] Example 3: Interface Return Data Logic Validation. For issues like "inconsistent order status," the diagnostic process can automatically call multiple relevant interfaces such as order service, payment service, and logistics service to obtain the status of the same order in different systems. The process identifies data inconsistencies by comparing logic (e.g., payment successful but order status still pending payment), and pinpoints which stage's data synchronization failed.

[0051] Example 4: Business Rule Validation. For issues like "coupon cannot be used," the diagnostic process can obtain the rules of the coupon selected by the user (such as applicable product range, minimum spending amount, and usage period) and automatically validate them against the user's current order information. The process will clearly indicate which business rule is not met, for example, "Product A is not within the scope of coupon application."

[0052] During the aforementioned detection and analysis, the system compares the acquired system operation data with preset normal data thresholds or business rules. When the system operation data deviates from the normal threshold or violates the business rules, the system determines that an anomaly exists and further locates the anomaly point by analyzing the stack trace, call chain, or related data. For example, if the interface response time exceeds the threshold of 1 second, it is determined to be a performance anomaly, and by analyzing the call chain, it is located that the downstream database query is slow.

[0053] S150. Output Diagnostic Results. The system summarizes, analyzes, and deduplicates the outputs of all executed diagnostic processes, ultimately generating a structured diagnostic result. This result typically contains three core parts: Cause of the problem: Clearly explain the root cause of the problem using natural language. For example, "Your account has been temporarily locked by the risk control system due to multiple failed login attempts within a short period of time. The lockout period is 15 minutes."

[0054] Anomaly Location: Clearly indicate the module or process where the failure occurred. For example, "The login interface of the authentication service (auth-service) returned error code 1002."

[0055] Suggested solutions: Provide actionable suggestions to guide customer service or users in resolving the issue. For example, "We suggest you wait 15 minutes and try logging in again, or reset your password using the 'Forgot Password' function."

[0056] The generated diagnostic results are fed back to the user through the customer service system. There are several feedback methods: In a human customer service scenario, the diagnostic results can be structured and pushed to the customer service workbench. After review by customer service personnel, they can send the results to the user with one click, or they can adjust the wording based on the diagnostic results. In an intelligent customer service scenario, the system can automatically organize the diagnostic results into a friendly reply message and send it directly to the user.

[0057] To create a closed loop and enable continuous optimization, the system can also associate and store the current diagnostic results with the corresponding SOP scenario, and perform a re-diagnosis. Based on the user's verification of the troubleshooting process conclusions to determine their correctness or whether optimization is needed, it provides auxiliary suggestions for subsequent optimizations. In another variation, these records are stored in a knowledge base or case library. When the system receives similar problem information later, it can not only determine the SOP scenario through step S120, but also prioritize or directly reuse the diagnostic conclusions and processing suggestions from the historical records, thereby further improving processing speed and accuracy, but this is not a limitation.

[0058] The following is a specific application example to illustrate the implementation process of the present invention.

[0059] Figure 2This is a schematic diagram illustrating the implementation process of the automatic diagnosis and troubleshooting method based on customer service SOP of the present invention. (Reference) Figure 1 and Figure 2 As shown, the application scenario is as follows: The backend team of a large e-commerce platform is responsible for developing and maintaining the order system, payment system, and user system. The customer service department receives numerous user feedback daily regarding "payment successful but order showing as unpaid." Troubleshooting such issues is complex. Previously, customer service personnel needed to first consult the SOP document, then manually log into the order backend to check the order status, log into the payment backend to check the payment transaction history, and then log into the log system to check the API call records. The entire process was time-consuming and error-prone. The relevant implementation steps are as follows: Step S110 (Receiving Problem Information): User A sends a message through the online customer service system: "I just paid for an order, and the bank has deducted the payment, but my order page still shows 'Pending Payment.' Could you please check it for me?" The customer service system receives this text message.

[0060] Step S120 (Determine SOP Scenario): The system's scenario recognition module extracts keywords from the problem information, matching keywords such as "payment," "deduction," "order," and "pending payment." Through rule matching, the system determines that the problem belongs to the SOP scenario "Order payment status is not synchronized" (Scenario ID: ORDER_PAY_001).

[0061] Step S130 (Invoking the Automatic Diagnostic Process): Based on the configuration of the "ORDER_PAY_001" scenario, the system invokes the associated automatic diagnostic process. This process is a workflow called "Payment Status Synchronization Diagnosis," which includes three subtasks: querying order status, querying payment transaction history, and comparing order and payment system logs.

[0062] Step S140 (Execute diagnostic process): The system automatically executes the above workflow.

[0063] Subtask 1: Query the order status corresponding to user A's order ID through the order service interface, and return the result as "pending payment".

[0064] Subtask 2: Query the payment transaction record corresponding to the order ID through the payment gateway interface, and return the result as "payment successful", which includes detailed information such as payment transaction number, payment time, and bank return code.

[0065] Subtask 3: Extract the order service logs near the payment callback time and the payment service callback sending logs from the log system. Log analysis revealed that the payment service successfully sent a payment success callback notification to the order service, but the order service, upon receiving the callback, failed to update the order status due to temporary busy database connection pool, and recorded an SQL exception in the logs.

[0066] Step S150 (Output Diagnostic Results): The system summarizes and analyzes the data to generate diagnostic results. The output of diagnostic results includes: pushing the structured data of the diagnostic results to the customer service workbench, and displaying the cause of the fault, the location of the anomaly, and handling suggestions in the interface corresponding to the current user session on the customer service workbench in the form of visual charts, tiered alarms, or voice notifications of tiered alarms.

[0067] Cause of failure: During payment callback processing, the order service failed to update the order status due to a database connection pool issue.

[0068] Abnormal location: Database update module of order service.

[0069] Recommended action: Customer service is advised to manually trigger the order status synchronization in the background and reassure the user that payment has been received and the order status will be updated soon. Simultaneously, the system will automatically store this diagnostic record for the technical team to optimize the database connection pool configuration later.

[0070] Ultimately, the customer service representative saw the diagnostic results on their workbench and generated a reply with a single click: "Hello sir / madam, we have confirmed that the payment for your order (order number XXX) has been successfully received, but there was a brief delay in the system status synchronization. We have manually synchronized the order status for you, and you should now see that the order has changed to 'paid' after refreshing the page. We sincerely apologize for the inconvenience and thank you for your patience." The entire process, from the user sending the message to the customer service representative sending the reply, took less than one minute, while the traditional method might have taken more than 10 minutes.

[0071] Compared with the prior art, the present invention has the following significant advantages: (1) To automate the troubleshooting process and improve processing efficiency.

[0072] This invention establishes a link between Standard Operating Procedure (SOP) scenarios and automated diagnostic processes, eliminating the need for customer service personnel to manually execute each step in the SOP document for problem diagnosis. The system can automatically trigger diagnostics based on user issues, reducing a manual troubleshooting process that originally took minutes or even tens of minutes to automated analysis within seconds or minutes, significantly improving problem-solving efficiency.

[0073] (2) Reduce reliance on human experience and ensure consistent processing.

[0074] This invention solidifies expert experience into automated diagnostic processes and business rules, which are then automatically executed by the system to collect, analyze, and judge system operation data. When handling the same type of problem, different customer service personnel can obtain diagnostic results based on objective data provided by the system, avoiding judgment biases caused by differences in individual experience, thereby ensuring the consistency and accuracy of problem-solving results.

[0075] (3) Shorten the problem investigation process and improve user satisfaction.

[0076] This invention allows for the diagnosis and localization of most problems during the customer service reception stage, enabling many issues that would otherwise require submission to the technical department to be resolved directly by customer service. This significantly shortens the problem-solving process, reduces the cost and time of cross-departmental communication, and allows users to obtain answers or solutions to their problems in a shorter time, thereby improving user experience and satisfaction with customer service.

[0077] (4) Achieve deep integration of SOP and system capabilities to promote intelligent customer service.

[0078] This invention transforms traditional static Standard Operating Procedure (SOP) documents into dynamic SOP scenarios that are integrated with system capabilities. This transforms SOPs from mere text for human reading into an engine that drives the system to automatically perform diagnostic tasks. This deep integration changes the operating mode of customer service systems, propelling them from "human-assisted" to "automatically diagnostic."

[0079] Figure 3 This is a system architecture diagram of the automatic diagnosis and troubleshooting system based on customer service SOP of the present invention. Figure 3 As shown, the automatic diagnostic and troubleshooting system 5 based on customer service SOP of the present invention includes: The information receiving module 51 receives the problem information submitted by the user.

[0080] The scenario determination module 52 determines the corresponding SOP scenario based on the problem information. The SOP scenario is a pre-configured problem handling scenario, and each SOP scenario is used to describe a type of preset problem.

[0081] The process invocation module 53 invokes the associated automatic diagnostic process based on the SOP scenario. There is a preset association between the SOP scenario and the automatic diagnostic process in the system.

[0082] The diagnostic execution module 54 executes an automatic diagnostic process to detect and analyze system operation data. The automatic diagnostic process includes detecting and analyzing at least one of the following: system log data, user system settings, interface return data logic, and business rules.

[0083] The results output module 55 outputs diagnostic results, including the cause of the fault, the location of the abnormality, and handling suggestions, and then provides feedback to the user through the customer service system.

[0084] In summary, the automatic diagnosis and troubleshooting system based on customer service SOPs of the present invention can transform traditional SOP documents into SOP scenarios that can trigger automatic diagnosis processes and establish a correlation mechanism between the two. This enables the system to automatically trigger the corresponding diagnosis process during the user problem acceptance stage, thereby achieving rapid problem location and handling, reducing reliance on human experience, and shortening the problem investigation chain.

[0085] This invention also provides an automatic diagnostic and troubleshooting device based on a customer service SOP, including a processor and a memory storing executable instructions for the processor. The processor is configured to execute steps of an automatic diagnostic and troubleshooting method based on a customer service SOP by executing the executable instructions.

[0086] As shown above, the automatic diagnostic and troubleshooting device based on customer service SOP of this invention can transform traditional SOP documents into SOP scenarios that can trigger automatic diagnostic processes and establish a correlation mechanism between the two, so that the system can automatically trigger the corresponding diagnostic process during the user problem acceptance stage, thereby achieving rapid problem location and handling, reducing reliance on human experience, and shortening the problem investigation chain.

[0087] Those skilled in the art will understand that various aspects of the present invention can be implemented as systems, methods, or program products. Therefore, various aspects of the present invention can be specifically implemented in the following forms: a completely hardware implementation, a completely software implementation (including firmware, microcode, etc.), or a combination of hardware and software aspects, collectively referred to herein as a "circuit," "module," or "platform."

[0088] Figure 4 This is a structural schematic diagram of the automatic diagnostic and troubleshooting device based on customer service SOP of the present invention. See below for reference. Figure 4 To describe an electronic device 600 according to this embodiment of the present invention. Figure 4 The electronic device 600 shown is merely an example and should not impose any limitations on the functionality and scope of use of the embodiments of the present invention.

[0089] like Figure 4 As shown, the electronic device 600 is presented in the form of a general-purpose computing device. The components of the electronic device 600 may include, but are not limited to: at least one processing unit 610, at least one storage unit 620, a bus 630 connecting different platform components (including storage unit 620 and processing unit 610), a display unit 640, etc.

[0090] The storage unit stores program code, which can be executed by the processing unit 610 to perform the steps described in the method section of this specification according to various exemplary embodiments of the present invention. For example, the processing unit 610 can perform actions such as... Figure 1 The steps are shown in the figure.

[0091] Storage unit 620 may include readable media in the form of volatile storage units, such as random access memory (RAM) 6201 and / or cache memory 6202, and may further include read-only memory (ROM) 6203.

[0092] Storage unit 620 may also include a program / utility 6204 having a set (at least one) program module 6205, such program module 6205 including but not limited to: operating system, one or more application programs, other program modules and program data, each or some combination of these examples may include an implementation of a network environment.

[0093] Bus 630 can represent one or more of several types of bus structures, including a memory cell bus or memory cell controller, a peripheral bus, a graphics acceleration port, a processing unit, or a local bus using any of the multiple bus structures.

[0094] Electronic device 600 can also communicate with one or more external devices 700 (e.g., keyboard, pointing device, Bluetooth device, etc.), and with one or more devices that enable a user to interact with electronic device 600, and / or with any device that enables electronic device 600 to communicate with one or more other computing devices (e.g., router, modem, etc.). This communication can be performed via input / output (I / O) interface 650. Furthermore, electronic device 600 can also communicate with one or more networks (e.g., local area network (LAN), wide area network (WAN), and / or public networks, such as the Internet) via network adapter 660. Network adapter 660 can communicate with other modules of electronic device 600 via bus 630. It should be understood that, although not shown in the figures, other hardware and / or software modules can be used in conjunction with electronic device 600, including but not limited to: microcode, device drivers, redundant processing units, external disk drive arrays, RAID systems, tape drives, and data backup storage platforms.

[0095] This invention also provides a computer-readable storage medium for storing a program that, when executed, implements the steps of an automated diagnostic and troubleshooting method based on a customer service SOP. In some possible implementations, various aspects of this invention can also be implemented as a program product comprising program code that, when run on a terminal device, causes the terminal device to perform the steps described in the above-described method section of this specification according to various exemplary embodiments of the invention.

[0096] As shown above, the automatic diagnosis and troubleshooting system based on customer service SOP of this invention can transform traditional SOP documents into SOP scenarios that can trigger automatic diagnosis processes and establish a correlation mechanism between the two, so that the system can automatically trigger the corresponding diagnosis process during the user problem acceptance stage, thereby achieving rapid problem location and handling, reducing reliance on human experience, and shortening the problem investigation chain.

[0097] Figure 5 This is a schematic diagram of the structure of the computer-readable storage medium of the present invention. (Reference) Figure 5 As shown, a program product 800 for implementing the above-described method according to an embodiment of the present invention is described. It may employ a portable compact disc read-only memory (CD-ROM) and include program code, and may run on a terminal device, such as a personal computer. However, the program product of the present invention is not limited thereto. In this document, the readable storage medium may be any tangible medium containing or storing a program that may be used by or in conjunction with an instruction execution system, apparatus, or device.

[0098] The program product may employ any combination of one or more readable media. A readable medium may be a readable signal medium or a readable storage medium. A readable storage medium may be, for example, but not limited to, an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination thereof. More specific examples of readable storage media (a non-exhaustive list) include: electrical connections having one or more wires, portable disks, hard disks, random access memory (RAM), read-only memory (ROM), erasable programmable read-only memory (EPROM or flash memory), optical fiber, portable compact disk read-only memory (CD-ROM), optical storage devices, magnetic storage devices, or any suitable combination thereof.

[0099] Computer-readable storage media may include data signals propagated in baseband or as part of a carrier wave, carrying readable program code. Such propagated data signals may take various forms, including but not limited to electromagnetic signals, optical signals, or any suitable combination thereof. A readable storage medium may also be any readable medium other than a readable storage medium that can transmit, propagate, or transfer a program for use by or in connection with an instruction execution system, apparatus, or device. The program code contained on the readable storage medium may be transmitted using any suitable medium, including but not limited to wireless, wired, optical fiber, RF, etc., or any suitable combination thereof.

[0100] Program code for performing the operations of this invention can be written in any combination of one or more programming languages, including object-oriented programming languages ​​such as Java and C++, and conventional procedural programming languages ​​such as C or similar languages. The program code can execute entirely on the user's computing device, partially on the user's device, as a standalone software package, partially on the user's computing device and partially on a remote computing device, or entirely on a remote computing device or server. In cases involving remote computing devices, the remote computing device can be connected to the user's computing device via any type of network, including a local area network (LAN) or a wide area network (WAN), or it can be connected to an external computing device (e.g., via the Internet using an Internet service provider).

[0101] In summary, the purpose of this invention is to provide an automatic diagnostic and troubleshooting method, system, device, and storage medium based on customer service SOPs. By transforming traditional SOP documents into SOP scenarios that can trigger automatic diagnostic processes and establishing a correlation mechanism between the two, the system can automatically trigger the corresponding diagnostic process during the user problem acceptance stage, thereby achieving rapid problem location and handling, reducing reliance on human experience, and shortening the problem investigation chain.

[0102] The above description, in conjunction with specific preferred embodiments, provides a further detailed explanation of the present invention. It should not be construed that the specific implementation of the present invention is limited to these descriptions. For those skilled in the art, various simple deductions or substitutions can be made without departing from the concept of the present invention, and all such modifications and substitutions should be considered within the scope of protection of the present invention.

Claims

1. An automated diagnostic and troubleshooting method based on customer service SOPs, characterized in that, Includes the following steps: S110, Receive problem information submitted by users; S120. Determine the corresponding SOP scenario based on the problem information. The SOP scenario is a pre-configured problem handling scenario, and each SOP scenario is used to describe a preset problem type. S130. Based on the SOP scenario, the associated automatic diagnostic process is invoked, and a preset association relationship is established between the SOP scenario and the automatic diagnostic process in the system. S140. Execute the automatic diagnostic process to detect and analyze system operation data. The automatic diagnostic process includes detecting and analyzing at least one of system log data, user system settings, interface return data logic, and business rules. S150. Output diagnostic results, including the cause of the fault, the location of the abnormality, and handling suggestions, and provide feedback to the user through the customer service system.

2. The automatic diagnosis and troubleshooting method based on customer service SOP as described in claim 1, characterized in that, In step S120, determining the corresponding SOP scenario based on the problem information includes: identifying the problem information through keyword matching, rule matching, or a problem classification model, and determining the SOP scenario corresponding to the problem.

3. The automatic diagnosis and troubleshooting method based on customer service SOP as described in claim 1, characterized in that, In step S130, before invoking the associated automatic diagnostic process according to the SOP scenario, the method further includes: determining the corresponding diagnostic permission level according to the SOP scenario, and applying for data access credentials from the associated business system or backend system according to the diagnostic permission level, so as to execute the automatic diagnostic process.

4. The automatic diagnosis and troubleshooting method based on customer service SOP as described in claim 1, characterized in that, In step S140, the automatic diagnostic process includes: in response to the invocation of the automatic diagnostic process, the system automatically executes a preset diagnostic script corresponding to the SOP scenario, the preset diagnostic script being used to obtain system operation data from at least one business system or backend system.

5. The automatic diagnosis and troubleshooting method based on customer service SOP as described in claim 1, characterized in that, In step S140, the detection and analysis of system operation data includes: comparing the acquired system operation data with preset normal data thresholds or business rules; when the system operation data deviates from the normal data thresholds or violates the business rules, an anomaly is determined and the anomaly point is located.

6. The automatic diagnosis and troubleshooting method based on customer service SOP as described in claim 1, characterized in that, In step S150, the output of diagnostic results includes: pushing the structured data of the diagnostic results to the customer service workbench, and displaying the cause of the fault, the location of the abnormality, and the handling suggestions in the interface of the customer service workbench corresponding to the current user session in the form of visual charts, hierarchical alarms, or voice notification of hierarchical alarms.

7. The automatic diagnosis and troubleshooting method based on customer service SOP as described in claim 1, characterized in that, After step S150, the method further includes: associating and storing the diagnostic results with the SOP scenario, performing a re-diagnosis, and providing auxiliary suggestions for subsequent optimization based on whether the user verifies the troubleshooting process conclusion is correct or needs optimization.

8. An automated diagnostic and troubleshooting system based on customer service SOP, used to implement the method described in any one of claims 1 to 7, characterized in that, include: The information receiving module receives problem information submitted by users; The scenario determination module determines the corresponding SOP scenario based on the problem information. The SOP scenario is a pre-configured problem handling scenario, and each SOP scenario is used to describe a preset problem type. The process invocation module invokes the associated automatic diagnostic process according to the SOP scenario. A preset association relationship is established between the SOP scenario and the automatic diagnostic process in the system. The diagnostic execution module executes the automatic diagnostic process to detect and analyze system operation data. The automatic diagnostic process includes detecting and analyzing at least one of system log data, user system settings, interface return data logic, and business rules. The results output module outputs diagnostic results, including the cause of the fault, the location of the abnormality, and handling suggestions, and then feeds them back to the user through the customer service system.

9. An automatic diagnostic and troubleshooting device based on customer service SOP, characterized in that, include: processor; A memory in which executable instructions of the processor are stored; The processor is configured to perform the steps of the automatic diagnostic and troubleshooting method based on any one of claims 1 to 7 by executing the executable instructions.

10. A computer-readable storage medium for storing a program, characterized in that, When the program is executed by the processor, it implements the steps of the automatic diagnosis and troubleshooting method based on customer service SOP as described in any one of claims 1 to 7.

Images