CN111160578A - Problem diagnosis dispatch system based on decision tree analysis - Google Patents
Problem diagnosis dispatch system based on decision tree analysis Download PDFInfo
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- CN111160578A CN111160578A CN201911348335.1A CN201911348335A CN111160578A CN 111160578 A CN111160578 A CN 111160578A CN 201911348335 A CN201911348335 A CN 201911348335A CN 111160578 A CN111160578 A CN 111160578A
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Abstract
The invention discloses a problem diagnosis dispatching system based on decision tree analysis, which comprises the following steps: A. problem submission: the client uniformly submits the problems to the system; B. system identification: the system analyzes and identifies the problems according to the problem knowledge base and the problems submitted by the clients; C. and (3) system allocation: the system submits the identified problems to a decision tree analysis module and submits the tasks to a task assignment module; D. assignment to a person: the invention can greatly shorten the time of the whole processing process, reduce the requirements on customer service personnel and improve the experience of users, thereby realizing the saving of service cost.
Description
Technical Field
The invention relates to the technical field of a problem diagnosis dispatching system based on decision tree analysis, in particular to a problem diagnosis dispatching system based on decision tree analysis.
Background
The traditional after-sale service is mainly characterized in that customer service staff are responsible for receiving problems, finding technical staff for solving the problems and finally feeding back a processing result to a client. In the period, the problem identified by the customer service staff is experienced, the customer service staff searches for the technical staff and processes the problem, and the customer service staff feeds back the process of processing results to the client, so that the efficiency is low, and the user experience is very bad.
At present, the receiving of the client problems in the field mainly depends on people, or the problems are received through a machine and are analyzed by customer service staff and then are searched for technical staff to be processed, every time a problem occurs, the process is experienced, time waste is too large, the customer service staff of the system at present receives a large number of client problems, the problems are difficult to identify in a short time, and suitable technical staff are found to solve the problems. The problem is overstocked and cannot be effectively solved.
Disclosure of Invention
The invention aims to provide a problem diagnosis assignment system based on decision tree analysis, which improves the user experience and realizes the saving of service cost, so as to solve the problems in the background technology.
In order to achieve the purpose, the invention provides the following technical scheme: a problem diagnosis dispatch system based on decision tree analysis, comprising the steps of:
A. problem submission: the client uniformly submits the problems to the system;
B. system identification: the system analyzes and identifies the problems according to the problem knowledge base and the problems submitted by the clients;
C. and (3) system allocation: the system submits the identified problems to a decision tree analysis module and submits the tasks to a task assignment module;
D. assignment to a person: the problem is assigned to the technician.
Preferably, the client line collects the questions to be submitted according to step a, preliminarily screens the collected questions, submits the screened questions to the system through the system client, and stores the questions submitted through the client platform into the question knowledge base of the system.
Preferably, said step B is carried out according to
a. The problem submitted by a customer is converted into a professional problem which can be identified by a system through NLP natural language processing;
b. the system carries out NLP natural language analysis on the problems in the problem knowledge base, and identifies and classifies different problems;
c. the identified problems are respectively sent to decision tree analysis, and technicians skilled in the corresponding field and skilled in solving the corresponding problems are found through a technician skill base after the decision tree analysis.
Preferably, said step D
a. The system dispatches the corresponding problem to a technician who is skilled in solving the problem in the field, issues a work order to the technician, and informs the technician of solving the problem;
b. after receiving the work order, the technical personnel solve the problems and upload the problems after the solution to the system;
C. the system receives the solved problem information and then sends the information to the client.
Compared with the prior art, the invention has the beneficial effects that:
the invention can greatly shorten the time of the whole processing process, reduce the requirements on customer service personnel and improve the experience of users, thereby realizing the saving of service cost.
Drawings
FIG. 1 is a flow chart of the architecture of the decision tree analysis-based problem diagnosis dispatch system of the present invention.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
Referring to fig. 1, the present invention provides a technical solution: a problem diagnosis dispatch system based on decision tree analysis, comprising the steps of:
A. problem submission: the client uniformly submits the problems to the system;
B. system identification: the system analyzes and identifies the problems according to the problem knowledge base and the problems submitted by the clients;
C. and (3) system allocation: the system submits the identified problems to a decision tree analysis module and submits the tasks to a task assignment module;
D. assignment to a person: the problem is assigned to the technician.
The client line collects the problems to be submitted, preliminarily screens the collected problems, finally submits the screened problems to the system through the system client, and stores the problems submitted through the client platform into a problem knowledge base of the system.
The problem provided by the customer is converted into a professional problem which can be identified by the system through NLP natural language processing, the system carries out NLP natural language analysis on the problem in the problem knowledge base, different problems are identified and classified, the identified problems are respectively sent to decision tree analysis, and technicians skilled in the corresponding field and skilled in solving the corresponding problems are found through the technical library after the decision tree analysis.
The system distributes corresponding problems to technicians skilled in solving the problems in the field, issues work orders to the technicians, informs the technicians of solving the problems, solves the problems after the technicians receive the work orders, uploads the problems after the problems are solved to the system, and sends the problem information after the system receives the problem information after the problems are solved to the client.
The system may be able to submit the problems encountered in the using process through the users, the background of the users may receive the problems and then submit the problems to the system, the system may diagnose the problems and then find the corresponding technical service staff to give orders to the technical staff to inform the technical staff to handle the problems and make the problems get timely treatment.
In conclusion, the invention can greatly shorten the time of the whole processing process, reduce the requirements on customer service personnel and improve the user experience, thereby realizing the saving of the service cost.
The invention has the beneficial effects that:
the invention can greatly shorten the time of the whole processing process, reduce the requirements on customer service personnel and improve the experience of users, thereby realizing the saving of service cost.
Although embodiments of the present invention have been shown and described, it will be appreciated by those skilled in the art that changes, modifications, substitutions and alterations can be made in these embodiments without departing from the principles and spirit of the invention, the scope of which is defined in the appended claims and their equivalents.
Claims (4)
1. A problem diagnosis dispatch system based on decision tree analysis, characterized by: the method comprises the following steps:
A. problem submission: the client uniformly submits the problems to the system;
B. system identification: the system analyzes and identifies the problems according to the problem knowledge base and the problems submitted by the clients;
C. and (3) system allocation: the system submits the identified problems to a decision tree analysis module and submits the tasks to a task assignment module;
D. assignment to a person: the problem is assigned to the technician.
2. The decision tree analysis-based problem diagnosis dispatch system of claim 1, wherein: and B, collecting the problems to be submitted according to the client line in the step A, primarily screening the collected problems, finally submitting the screened problems to the system through a system client, and storing the problems submitted through a client platform into a problem knowledge base of the system.
3. The decision tree analysis-based problem diagnosis dispatch system of claim 1, wherein: according to step B
a. The problem submitted by a customer is converted into a professional problem which can be identified by a system through NLP natural language processing;
b. the system carries out NLP natural language analysis on the problems in the problem knowledge base, and identifies and classifies different problems;
c. the identified problems are respectively sent to decision tree analysis, and technicians skilled in the corresponding field and skilled in solving the corresponding problems are found through a technician skill base after the decision tree analysis.
4. The decision tree analysis-based problem diagnosis dispatch system of claim 1, wherein: said according to step D
a. The system dispatches the corresponding problem to a technician who is skilled in solving the problem in the field, issues a work order to the technician, and informs the technician of solving the problem;
b. after receiving the work order, the technical personnel solve the problems and upload the problems after the solution to the system;
C. the system receives the solved problem information and then sends the information to the client.
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| CN201911348335.1A CN111160578A (en) | 2019-12-24 | 2019-12-24 | Problem diagnosis dispatch system based on decision tree analysis |
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| CN201911348335.1A CN111160578A (en) | 2019-12-24 | 2019-12-24 | Problem diagnosis dispatch system based on decision tree analysis |
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Citations (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US20030120621A1 (en) * | 2001-12-21 | 2003-06-26 | Mcdaniel Betty A. | Method of improving the lookup performance of tree-type knowledge base searches |
| CN101320451A (en) * | 2008-07-04 | 2008-12-10 | ***通信集团福建有限公司 | Customer complaining method using decision tree |
| CN105224662A (en) * | 2015-09-30 | 2016-01-06 | 北京奇虎科技有限公司 | Worksheet method and apparatus |
| CN107909164A (en) * | 2017-12-08 | 2018-04-13 | 泰康保险集团股份有限公司 | O＆M processing method, system, electronic equipment and computer-readable medium |
| CN109214725A (en) * | 2018-11-26 | 2019-01-15 | 泰康保险集团股份有限公司 | Insure question processing method and device |
-
2019
- 2019-12-24 CN CN201911348335.1A patent/CN111160578A/en active Pending
Patent Citations (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US20030120621A1 (en) * | 2001-12-21 | 2003-06-26 | Mcdaniel Betty A. | Method of improving the lookup performance of tree-type knowledge base searches |
| CN101320451A (en) * | 2008-07-04 | 2008-12-10 | ***通信集团福建有限公司 | Customer complaining method using decision tree |
| CN105224662A (en) * | 2015-09-30 | 2016-01-06 | 北京奇虎科技有限公司 | Worksheet method and apparatus |
| CN107909164A (en) * | 2017-12-08 | 2018-04-13 | 泰康保险集团股份有限公司 | O＆M processing method, system, electronic equipment and computer-readable medium |
| CN109214725A (en) * | 2018-11-26 | 2019-01-15 | 泰康保险集团股份有限公司 | Insure question processing method and device |
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| 徐鑫等: "客户服务应用知识库体系的运用与深化", 《现代信息科技》 * |
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