CN111355849A - Telephone traffic work order processing method and device - Google Patents
Telephone traffic work order processing method and device Download PDFInfo
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Abstract
The application discloses a traffic work order processing method and a device, and the method comprises the following steps: respectively analyzing the content of at least one telephone traffic work order to obtain the content of a preset data item of the at least one telephone traffic work order; and performing data mining processing on the at least one traffic work order according to the preset data item content of the at least one traffic work order and the attribute information of the at least one traffic work order to obtain a hot spot problem contained in the at least one traffic work order. The technical scheme is applied to the analysis and processing of a large number of telephone traffic work orders, can realize the quick grasping of social hotspot problems, is favorable for improving the work efficiency of the government and improves the utilization value of the telephone traffic work orders of hotline telephone service of the government.
Description
Technical Field
The present application relates to the field of big data processing technologies, and in particular, to a traffic work order processing method and apparatus.
Background
In order to improve the service quality, the government service department generally opens a service hotline telephone, so that the public can conveniently consult, suggest or report in a telephone manner. The government department is equipped with telephone operators to answer the telephone of the masses, records telephone traffic work orders according to the telephone content, and then helps the masses to solve the problems based on the recorded telephone traffic work orders.
Because the public reflects the same problem to the government through the service hotline telephone, different public may reflect the same problem collectively, or one public reflects the same or different problems many times, the content of the telephone traffic work order generated by the government service department by answering the telephone of the public is disordered and numerous, for the telephone traffic worker or the work order processor, how to process the telephone traffic work order efficiently and quickly refine the hotspot problem of the public reaction is the key to improve the working efficiency and the service quality.
Disclosure of Invention
In view of the above, the present invention is proposed to provide a traffic work order processing method and apparatus, which can automatically perform hotspot problem mining and correlation analysis processing on a traffic work order, and overcome or at least partially solve the above problems.
A traffic work order processing method, comprising:
respectively analyzing the content of at least one telephone traffic work order to obtain the content of a preset data item of the at least one telephone traffic work order;
and performing data mining processing on the at least one traffic work order according to the preset data item content of the at least one traffic work order and the attribute information of the at least one traffic work order to obtain a hot spot problem contained in the at least one traffic work order.
Optionally, the method further includes:
and carrying out voice recognition processing on the service hotline telephone audio to obtain the call content of the two parties of the telephone, and generating a telephone traffic work order according to the call content.
Optionally, the method further includes:
searching a consultation problem from the current traffic work order;
searching data content corresponding to the consultation problem from a preset database when the consultation problem is retrieved from the current telephone traffic work order;
and when the data content corresponding to the consultation problem is searched from the preset database, outputting the searched data content.
Optionally, the method further includes:
determining a service department related to social problems in the current traffic work order;
and pushing the current telephone traffic work order to the service department so as to enable the service department to process the social problems in the current telephone traffic work order.
Optionally, the method further includes:
according to the current telephone traffic work order, retrieving a historical telephone traffic work order matched with the current telephone traffic work order from a telephone traffic work order database;
and when the historical telephone traffic work order matched with the current telephone traffic work order is retrieved from the telephone traffic work order database, the current telephone traffic work order is processed by referring to the processing strategy of the historical telephone traffic work order.
Optionally, the method further includes:
and determining a service department with the quantity of the related hot spot problems exceeding a preset quantity threshold value according to the hot spot problems contained in the at least one telephone traffic work order.
Optionally, the method further includes:
and generating and outputting a hot spot problem display chart according to the hot spot problem contained in the at least one telephone traffic work order.
A traffic work order processing apparatus comprising:
the analysis processing unit is used for respectively analyzing and processing the content of at least one telephone traffic work order to obtain the content of a preset data item of the at least one telephone traffic work order;
and the data mining unit is used for performing data mining processing on the at least one traffic work order according to the preset data item content of the at least one traffic work order and the attribute information of the at least one traffic work order to obtain a hot spot problem contained in the at least one traffic work order.
A storage medium having stored thereon a program which, when executed by a processor, implements the traffic work order processing method described above.
A processor, configured to execute a program, wherein the program executes the above traffic work order processing method.
By means of the technical scheme, the telephone traffic work order processing method provided by the invention can be used for mining the social hotspot problem by analyzing and processing at least one acquired telephone traffic work order and mining data. The technical scheme is applied to the analysis and processing of a large number of telephone traffic work orders, can realize the quick grasping of social hotspot problems, is favorable for improving the work efficiency of the government and improves the utilization value of the telephone traffic work orders of hotline telephone service of the government.
The foregoing description is only an overview of the technical solutions of the present invention, and the embodiments of the present invention are described below in order to make the technical means of the present invention more clearly understood and to make the above and other objects, features, and advantages of the present invention more clearly understandable.
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Various other advantages and benefits will become apparent to those of ordinary skill in the art upon reading the following detailed description of the preferred embodiments. The drawings are only for purposes of illustrating the preferred embodiments and are not to be construed as limiting the invention. Also, like reference numerals are used to refer to like parts throughout the drawings. In the drawings:
fig. 1 is a schematic diagram illustrating a traffic system according to an embodiment of the present application;
fig. 2 is a schematic flow chart illustrating a traffic work order processing method according to an embodiment of the present application;
fig. 3 is a schematic flow chart illustrating another traffic work order processing method according to an embodiment of the present application;
fig. 4 is a schematic flow chart illustrating a further traffic work order processing method according to an embodiment of the present application;
fig. 5 is a schematic flow chart illustrating a further traffic work order processing method according to an embodiment of the present application;
fig. 6 is a schematic structural diagram illustrating a traffic work order processing apparatus according to an embodiment of the present application;
fig. 7 is a schematic structural diagram illustrating another traffic work order processing apparatus according to an embodiment of the present application;
fig. 8 is a schematic structural diagram illustrating another traffic work order processing apparatus according to an embodiment of the present application.
Detailed Description
The technical scheme of the embodiment of the application is suitable for processing the traffic work order, and particularly is suitable for an application scene where hot spot problems are found.
Referring to fig. 1, a schematic diagram of a traffic system to which the technical solution of the embodiment of the present application is applied is shown. In the traffic system shown in fig. 1, the public and government services have telephone calls, and the two-way call is realized through a conventional communication base station. The difference is that in government service department, the accessed mass phone is firstly processed by the preset data processing equipment, and then the telephone console is connected to be answered by the attendant. The data processing equipment can be a computer, a processor and the like, and can realize data recording of double-party call and rapid analysis and processing of recorded data. In addition, the system also comprises a database connected with the data processing equipment and used for storing call voice data between the masses and the operators, the telephone traffic work orders and the like, and the database can be in the form of a hardware memory or a cloud memory and the like.
The technical scheme of the embodiment of the application is applied to the data processing equipment in the telephone traffic system shown in fig. 1, and specifically realizes the processing of the voice data of the call between the masses and the telephone operators and the processing of the telephone traffic work order generated after the masses and the telephone operators have the call.
It should be noted that, in the embodiment of the present application, hardware devices such as a computer and a processor shown in fig. 1 may be executed, a cloud server disposed in a cloud end may also be executed, and a software program may also be executed.
Exemplary embodiments of the present disclosure will be described in more detail below with reference to the accompanying drawings. While exemplary embodiments of the present disclosure are shown in the drawings, it should be understood that the present disclosure may be embodied in various forms and should not be limited to the embodiments set forth herein. Rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the scope of the disclosure to those skilled in the art.
The embodiment of the application discloses a traffic work order processing method, which is shown in fig. 2 and comprises the following steps:
s201, analyzing and processing the content of at least one telephone traffic work order respectively to obtain the content of a preset data item of the at least one telephone traffic work order;
specifically, the at least one traffic work order refers to at least one traffic work order read from the database shown in fig. 1 and generated according to the call content when at least one crowd dials a government hot line. According to the operating rules of the telephone console of the government service department, when people dial hot-line telephone consultation or reflect problems of government service, a telephone traffic work order for recording the call content is generated according to the call content, so that the problems can be accurately recorded and the conditions can be reflected to relevant government departments.
The method and the device are mainly used for mining the social hotspot problem from the traffic work order of the government service hotline, so that relevant government departments can deal with the social problem in a targeted manner. The social hotspot problem is not a problem reflected by a single crowd, but a social problem with higher heat reflected by a large number of crowds within a certain period of time. Therefore, the social hotspot problem is mined from the traffic work orders and should be realized based on a sufficient number of traffic work orders, so that the embodiment of the application reads at least one traffic work order from the database and performs collective data mining on a plurality of traffic work orders so as to find out social problems with high audience reflection heat.
In an alternative implementation manner, the at least one traffic work order is obtained by accumulating traffic work orders generated by the incoming calls of the masses in a period of time. That is, the at least one traffic work order may be a sum of traffic work orders generated by the incoming calls of the people in a certain time period. In practical implementation of the technical scheme of the embodiment of the application, all public telephone traffic worksheets in a certain area within a month, half a year, a year and other time periods can be used as the basis for hotspot problem mining.
Generally, the specific number of the at least one traffic work order should meet the requirement of the accuracy of the hot spot problem mining algorithm on the data volume. For example, assuming that the accuracy of the actually used hotspot problem mining algorithm for mining the hotspot problems from more than 10 ten thousand pieces of data can meet the preset accuracy requirement, the number of the at least one traffic order should be not less than 10 ten thousand, so as to obtain a reliable hotspot problem mining result.
The preset data items refer to preset data categories, and may include one or more items of gender of the caller, call channel, geographical location of the caller, identification number of the caller, call date, and related departments of the problem reflected by the caller, for example.
In the embodiment of the application, a Natural Language Processing (NLP) technology is used to analyze and process the text content of the selected at least one traffic work order, and the specific content of each preset data item is identified from each traffic work order, so as to obtain the preset data item content of each traffic work order in the at least one traffic work order.
S202, according to the preset data item content of the at least one traffic work order and the attribute information of the at least one traffic work order, data mining processing is carried out on the at least one traffic work order, and a hot spot problem contained in the at least one traffic work order is obtained.
Specifically, the attribute information of the traffic work order refers to information such as an ID, creation time, classification dimension, and work order state of the traffic work order. The classification dimension refers to a dimension for classifying and analyzing the traffic work orders, for example, analyzing the traffic work orders related to the same service department, analyzing the traffic work orders within a set time period, or analyzing the traffic work orders related to a set geographical area; the work order status includes information about whether the work order has been processed, whether the work order processing deadline has expired, and the like. An optional example is that each item of attribute information of the traffic work order may be stored together with the traffic work order when the traffic work order is stored, and when the attribute information of the traffic work order is required, the attribute information may be directly read from the database.
After the preset data item and the attribute information of the at least one traffic work order are respectively acquired, the content of the at least one traffic work order is comprehensively analyzed, and information such as occurrence time, geographic position, problem type and the like of a social problem contained in the content is specifically analyzed, wherein the problem type can be divided according to fields related to the social problem, such as a civil problem, a social security problem, a social stability maintenance problem and the like. And then, according to the information of the occurrence time, the geographic position, the problem type and the like of all the social problems contained in the at least one telephone traffic work order, counting, classifying and summarizing all the telephone traffic work orders. As an optional example, the social problems included in the at least one traffic work order may be summarized based on the information of the occurrence time, the geographical location, and the like of the social problems included in the traffic work order, and the social problems of the same type in the same occurrence time period and the same geographical location may be counted as the analyzed social hotspot problem, and the hotspot problem may be further configured by further requiring that the ratio of the occurrence frequency of a certain social problem in the occurrence frequencies of all social problems or the occurrence frequency of the certain social problem reaches a preset value. The screening conditions for the hot spot problem can be determined according to actual needs, and the above are only examples and are not exhaustive.
For example, when analyzing all traffic work orders in 12 months of a year, after acquiring the preset data item contents and attribute information of all traffic work orders, by performing statistics, classification and summarization on social problems included in all traffic work orders, it is found that most traffic work orders reflect the problem of low heating temperature of a certain cell, and it can be determined that the cell has a problem of insufficient heating temperature in a heating season, which is one of social hotspot problems extracted from all traffic work orders in 12 months of the year.
According to the technical scheme, data mining processing is carried out on at least one telephone traffic work order according to the content and the attribute information of the preset data item of the at least one telephone traffic work order, and the social hotspot problem contained in the telephone traffic work order can be obtained. The social hotspot problem obtained by mining is timely reflected to relevant government service departments, so that the social hotspot problem can be conveniently and pertinently solved by the relevant government service departments, the work efficiency of the government can be favorably improved, and the social stability is promoted.
An exemplary process of the aforementioned data mining process for at least one traffic work order is as follows:
firstly, determining screening dimension information such as a time period, a geographical area and the like for mining a hotspot problem, screening the at least one telephone traffic work order according to the determined screening dimension, and selecting the telephone traffic work order which accords with the screening dimension information;
then, carrying out data cleaning processing on the screened telephone traffic work orders, and removing obviously wrong telephone traffic work orders;
secondly, extracting keywords and clustering the keywords from the rest telephone traffic work orders, extracting the keywords with higher occurrence frequency from the rest telephone traffic work orders, and finding out keyword groups with similar meanings in the keywords with higher occurrence frequency; here, the higher frequency may be that the frequency of occurrence is not less than a set frequency;
and finally, analyzing the keywords in each keyword group to determine the social problems represented by the keywords in the group, counting the social problems represented by each keyword group, and finally determining the mined hot spot problems.
As can be seen from the above description, according to the embodiment of the present application, by performing parsing processing and data mining processing on at least one acquired traffic work order, a social hotspot problem can be mined. The technical scheme is applied to the analysis and processing of a large number of telephone traffic work orders, can realize the quick grasping of social hotspot problems, is favorable for improving the work efficiency of the government and improves the utilization value of the telephone traffic work orders of hotline telephone service of the government.
Further, another embodiment of the present application further discloses that, after the hot spot problem is mined from the at least one traffic work order, the service department whose related hot spot problem quantity exceeds the preset quantity threshold is determined according to the hot spot problem contained in the at least one traffic work order.
Specifically, the service department whose number of related hot spot problems exceeds the preset number threshold, that is, the service department whose number of reflected hot spot problems exceeds the preset number threshold, is a service department whose hot spot problems reflected by the masses are more concentrated.
In general, the problems reflected by the masses through the government service hot line are all problems related to some government service departments, and after the hot spot problem mining is performed on the at least one telephone traffic work order, the service departments related to the mined hot spot problems can be respectively determined by analyzing the service departments related to the mined hot spot problems.
Then, the number of the hot spot problems related to each service department is respectively counted, and the service department with the number of the related hot spot problems exceeding a preset number threshold value is determined from the number of the hot spot problems, namely the service department with more concentrated reflected hot spot problems in the at least one telephone traffic work order is determined.
For example, suppose that 20 hot spot problems are mined from a traffic work order within half a year according to the traffic work order processing method proposed in the embodiment of the present application. In further analysis, it was found that these 20 hotspot issues were social hotspot issues involving 5 departments (department a, department B, department C, department D, department E). Wherein, department A is reflected 2 hot problems, department B is reflected 4 hot problems, department C is reflected 5 hot problems, department D is reflected 4 hot problems, and department E is reflected 5 hot problems. If the set number threshold is set to be 5 in the embodiment of the present application, it may be determined that service departments with the reflected hotspot problem number greater than or equal to 5 are service departments with more concentrated reflected hotspot problems, and of the five service departments, the department C and the department E are service departments with more than 5 related hotspot problems, that is, service departments with more concentrated reflected hotspot problems.
Furthermore, the embodiment of the application also carries out inductive analysis on the hotspot problems related to the service departments with more concentrated reflected hotspot problems. For example, by performing a generalized analysis on the 5 hot spot problems related to the department C and performing a generalized analysis on the 5 hot spot problems related to the department E, it can be known whether the work processing of the department C and the department E is not in place, which causes many times of reflection problems of the masses.
The induction analysis of the hot spot problem may specifically be to analyze which aspect the hot spot problem is mainly, analyze the reason of the problem, and provide a strategy for solving the problem.
For example, assuming that hot spot problems such as injury to people and environmental pollution caused by non-civilized dogs are mined from the at least one traffic order, the embodiments of the present application further determine the government service department involved in the hot spot problems, and analyze whether the department is the hot spot problems caused by no relevant regulations, policies, etc., or whether the department is regulated but not in compliance. If no regulation exists, the relevant department is recommended to establish the regulation, and if no people comply with the regulation, the relevant department is recommended to strengthen supervision, community propaganda and the like so as to solve the hot problem.
The above embodiment describes a technical solution for analyzing and processing a traffic work order to find social hot spots based on a traffic work order generated by a public calling a government service hotline, and the implementation of the solution is based on the generated traffic work order, but does not describe how to generate the traffic work order. In another embodiment of the present application, a processing procedure of how to generate a traffic work order according to a call content of a public telephone call to a government service hotline is also described, and it can be understood that the technical scheme for generating the traffic work order is an early processing scheme of the technical scheme of the above-mentioned traffic work order processing method embodiment.
Referring to fig. 3, a method for processing a traffic work order disclosed in the embodiment of the present application includes:
s301, voice recognition processing is carried out on the service hotline telephone audio, the call content of the two parties of the telephone is obtained, and a telephone traffic work order is generated according to the call content.
Specifically, referring to the schematic diagram of the telephone traffic system shown in fig. 1, in the embodiment of the present application, when a crowd dials a hotline telephone of a government service department, call data first passes through the data processing device, then is accessed to the attendant console to be answered by the attendant, and the caller begins a telephone call with the attendant. It can be understood that the call data stream of the caller and the operator passes through the data processing device.
The technical scheme of the embodiment of the application executed in the data processing equipment performs voice recognition processing on the call voice data of the caller and the telephone operator to obtain the call contents of both the telephone parties, converts the audio data of the service hotline telephone into text data, records and stores the converted text data, and generates the telephone traffic work order of the call contents.
When the caller crowd dials a government service hotline and the operator picks up the incoming call, the data processing equipment performs voice recognition on the conversation content between the caller crowd and the operator to obtain recognized text content. When the telephone operator needs to generate the telephone traffic work order for the call, a blank telephone traffic work order can be opened, then the text content obtained by voice recognition is filled (in a copying and pasting mode) into the blank telephone traffic work order, then the telephone traffic work order is perfected to obtain the finally generated telephone traffic work order, and the text content obtained by voice recognition can be automatically filled into the telephone traffic work order by the telephone traffic system in real time after the blank telephone traffic work order is opened. The operation of opening the blank traffic work order by the operator can be completed before accessing the incoming call of the masses or can be completed when the traffic work order is generated in the conversation process.
Further, the above implementation may be further improved as follows: when the caller masses dial a government service hotline telephone and the telephone operator accesses the incoming call, the data processing equipment automatically generates a blank telephone traffic work order; when the caller masses and the telephone operators start to talk, the data processing equipment immediately starts to collect and identify call audio data between the caller masses and the telephone operators, fills the identification result into the blank telephone traffic work order until the call between the caller masses and the telephone operators is finished and hung up, forms a complete telephone traffic work order, confirms whether the telephone operators need to supplement, modify and the like again, and stores the telephone traffic work order after the telephone operators confirm.
Based on the timeliness of the voice recognition technology and the voice recognition processing of the hotline telephone audio frequency shown in the step S301, the call content can be recorded and the telephone traffic work order can be generated while the caller masses and the telephone operators are in call, and when the call between the caller masses and the telephone operators is finished, the complete telephone traffic work order can be generated, so that the generation efficiency of the telephone traffic work order is greatly improved, and the manual labor of manually recording the call content to generate the telephone traffic work order is saved.
The traffic work order generated by the voice recognition technology can be stored in the database shown in fig. 1, and can be used in the traffic work order processing shown in fig. 2 at a later stage.
Steps S302 and S303 in this embodiment correspond to steps S201 and S202 in the method embodiment shown in fig. 2, respectively, and for details, please refer to the contents of the method embodiment shown in fig. 2, which is not described herein again.
On the basis of the technical solution introduced in the foregoing embodiment that performs voice recognition processing on a service hotline telephone audio, recognizes the call content of both parties of the telephone, and generates a telephone traffic work order according to the call content, the embodiment of the present application further discloses a technical solution that performs instant processing on the generated telephone traffic work order, and as shown in fig. 4, the method for processing the telephone traffic work order further includes:
s404, searching consultation problems from the current telephone traffic work order;
specifically, the current traffic work order refers to a traffic work order currently being processed, which includes, but is not limited to, a traffic work order generated in an earlier stage and currently being processed, or a traffic work order generated by identifying a call between an operator and an incoming call crowd in real time.
Some people dial government service hotline telephone to consult some concerned problems, for the problem consulted by the people, the telephone operator should have the ability to answer the problem to the people during the conversation, or after generating a telephone traffic worksheet containing the consultation problem for the incoming call of the people, the telephone operator should answer the consultation problem in time, so that the people can directly and quickly solve the concerned problem.
In view of the above requirements, the embodiments of the present application provide an instant solution to the problem of consulting services in a traffic work order. In the process of generating the telephone traffic work order while the incoming call masses and the telephone operators are in communication, or when a specific telephone traffic work order is processed, the embodiment of the application searches the consultation problem from the telephone traffic work order and determines whether the communication between the incoming call masses and the telephone operators contains the contents of mass questioning and consulting. The consultation-type problem is a problem that the masses of the incoming calls ask the operators for questions, and specifically means that the masses consult the operators for some concerned contents, such as consulting social security policies, working hours of government departments, and the like.
In an exemplary implementation manner, in the process of calling the masses and the telephone operators and generating the telephone traffic work order in real time, whether a similar phrase related to consultation is contained in the telephone traffic work order text is searched, for example, the phrase is "listening", "inquiring" or "asking for" and the like, if yes, the current telephone traffic work order is confirmed to be the telephone traffic work order of the consultation type; if the telephone traffic work order text contains words such as 'suggestion', 'improvement' and the like, the telephone traffic work order is determined to be a suggested telephone traffic work order; if the text contains words such as "complaint", "report", "unveil", "pick up", etc., it is confirmed as a report-like telephone traffic work order.
After the telephone traffic work order is confirmed to be a consultation telephone traffic work order, a question list of key words for confirming consultation is identified from the existing text of the telephone traffic work order and is provided for the telephone operator, and after the telephone operator selects a certain question from the question list, response data corresponding to the question is searched from a preset database and presented to the telephone operator, so that the telephone operator is assisted to answer.
When a consultation problem is retrieved from the current telephone traffic work order, executing the step S405, and searching data content corresponding to the consultation problem from a preset database;
specifically, the preset database refers to a database set according to contents frequently consulted by the masses, and the database stores data contents frequently consulted by the masses, such as current social security policy, government-made regulation policy, and the like. Furthermore, the preset database can be improved according to the increase of the number of the incoming calls of the masses and the consulting content of the masses, so that the content contained in the database is more and more abundant. The predetermined database may include a knowledge base, the internet, related websites and/or internal databases, etc.
According to the technical scheme of the embodiment of the application, when the consultation-type problem is retrieved from the telephone traffic work orders of the public and the telephone operators, the data content corresponding to the consultation-type problem is searched from the preset database, namely the data content capable of solving the consultation-type problem is searched.
And when the data content corresponding to the consultation problem is searched from the preset database, executing step S406 and outputting the searched data content.
Specifically, when the data content corresponding to the consultation problem is searched from the preset database, the searched data content is output and displayed, so that the telephone operator can timely answer the consultation of the calling masses.
On the other hand, the current traffic work order is a consulting traffic work order, but the social problem involved therein is a problem that an operator cannot solve or solve immediately, or when the current traffic work order is a reporting traffic work order, or other situations that need to be directly processed by a relevant service department, the embodiment of the present application may further include the following processing steps:
determining a service department related to social problems in the current traffic work order; and pushing the current telephone traffic work order to a service department so as to enable the service department to process the social problems in the current telephone traffic work order.
Specifically, in the embodiment of the present application, when the current traffic work order is a consulting traffic work order and data contents corresponding to the consulting problems are searched from a preset database, if the corresponding data contents cannot be searched from the preset database or the current traffic work order is a reporting traffic work order, further analyzing and determining service departments related to social problems in the current traffic work order, that is, determining which one or more service departments capable of solving the social problems are and outputting the determined related service departments to the operator, or manually searching the related service departments from an existing manual by the operator and inputting names of the service departments, or separately configuring a query entry of the database for the operator to manually input knowledge required for keyword query (for example, the service departments related to some problems), then the telephone operator informs the caller to the masses, and the masses decide whether to ask the relevant service departments to deal with the social problems or not.
When the caller masses confirm to request the relevant service departments to process the social problems, the telephone operator executes the corresponding help-seeking service department confirmation operation, and pushes the current telephone traffic work order to the service departments relevant to the social problems, and can further inform the caller masses of the processing time limit of the work order.
If only one service department is responsible for the social problem related matters, the work order is directly pushed to the service department, the work order system generates a receiving time limit, after the service department receives the telephone traffic work order within the receiving time limit, a processing time limit is generated for monitoring and reminding, the service department responsible for the matters gives a processing result within the processing time limit after receiving the telephone traffic work order, and a telephone operator or the service department gives a call back to the incoming call crowd to inform the processing result; if a plurality of departments can take charge of the social problem related matters, the service department with the least amount of work orders can be dispatched according to the principle of balance of the work order task amount.
If the department to which the traffic work order is pushed has no processing authority, the system returns to the traffic system within the receiving time limit to re-determine the service department related to the social problem.
The work order system can be another system which is in communication connection with the telephone traffic system, and the work order system can be used for management and circulation after the telephone traffic system generates the telephone traffic work order. Each service department can be in butt joint communication with the work order system through the interface of the work order system, so that the subsequent traffic work orders can be conveniently transferred between the traffic system and each service department. The work order system and the telephone traffic system can be integrated in the same set of system, or the telephone traffic system belongs to a part of the work order system, and the scheme and the effect of the embodiment can be realized.
Steps S401 to S403 in this embodiment correspond to steps S301 to S303 in the embodiment shown in fig. 3, and for details, please refer to the contents of the method embodiment shown in fig. 3, which is not described herein again.
Optionally, in another embodiment of the present application, a technical solution for performing another instant processing on a generated traffic work order on the basis of the technical solution that is described in the above embodiment and performs voice recognition processing on a hotline telephone audio to obtain call contents of both parties of a telephone, and generates a traffic work order according to the call contents is also described, referring to fig. 5, where the traffic work order processing method further includes:
s504, according to the current telephone traffic work order, retrieving a historical telephone traffic work order matched with the current telephone traffic work order from a telephone traffic work order database;
specifically, the historical traffic work order matched with the current traffic work order refers to a traffic work order which is generated and stored before the current traffic work order and is similar to the current traffic work order, for example, a traffic work order reflecting the same social problem, a traffic work order for the same government service department, and the like.
The embodiment of the application sets that after the telephone traffic work order is generated according to the conversation between the caller and the telephone operator, the historical telephone traffic work order similar to the current telephone traffic work order is searched from the telephone traffic work order database immediately.
Further, the time and region range for searching the historical traffic work order matching the current traffic work order may be set, and the historical traffic work order matching the current traffic work order may be searched from the historical traffic work orders generated within the same region range and with the traffic work order time interval not more than one week, for example.
When the historical traffic work order matched with the current traffic work order is obtained by searching from the traffic work order database, step S505 is executed, the processing strategy of the historical traffic work order is referred to, and the current traffic work order is processed.
Specifically, after the historical traffic work order matched with the current traffic work order is retrieved from the traffic work order database, the embodiment of the present application refers to the processing strategy of the historical traffic work order to process the current traffic work order. The technical scheme enables the newly generated telephone traffic work order to be processed more quickly and is beneficial to improving the processing efficiency of the telephone traffic work order.
For example, if the telephone operator receives an incoming call from the public to report an outburst event on a certain street, after a telephone traffic work order is generated according to the call content of the telephone operator and the incoming call from the public, a telephone traffic work order in which the public also receives the incoming call from the public to report the outburst event on the certain street is searched from the telephone traffic work order database, and the historical telephone traffic work order is processed by contacting the front of a public security department to maintain the public security, the system can automatically contact the public security department at this moment and inform the public security of maintaining the public security on the street where the outburst occurs.
Steps S501 to S503 in this embodiment correspond to steps S301 to S303 in the method embodiment shown in fig. 3, and for details, please refer to the contents of the method embodiment shown in fig. 3, which is not described herein again.
Optionally, another embodiment of the present application further discloses that the traffic work order processing method further includes:
and generating and outputting a hot spot problem display chart according to the hot spot problem contained in the at least one telephone traffic work order.
Specifically, in the embodiment of the present application, when the hotspot problem is analyzed and mined from the at least one traffic work order, the mined hotspot problem is represented in the form of a graph, optionally, the mined hotspot problem may be represented in the form of a bar graph, a line graph, a table, or the like, and the graph representing the hotspot problem is output and displayed, or sent to the relevant government service department, so that the relevant government service department has a macroscopic understanding of the social hotspot problem.
Another embodiment of the present application further discloses a traffic work order processing apparatus, which is described with reference to fig. 6, and includes:
the analysis processing unit 100 is configured to analyze and process the content of at least one traffic work order, respectively, to obtain the content of a preset data item of the at least one traffic work order;
and the data mining unit 110 is configured to perform data mining on the at least one traffic work order according to the preset data item content of the at least one traffic work order and the attribute information of the at least one traffic work order, so as to obtain a hot spot problem included in the at least one traffic work order.
Optionally, in another embodiment of the present application, referring to fig. 7, the apparatus further includes:
and a work order generating unit 120, configured to perform voice recognition processing on the service hotline telephone audio to obtain the call content of both parties of the telephone, and generate a telephone traffic work order according to the call content.
Optionally, in another embodiment of the present application, referring to fig. 8, the apparatus further includes:
a problem retrieving unit 130, configured to retrieve a consultation-type problem from the current traffic work order;
a data searching unit 140, configured to search, when a consultation-type problem is retrieved from a current traffic work order, data content corresponding to the consultation-type problem from a preset database;
and a data output unit 150, configured to output the searched data content when the data content corresponding to the consultation type problem is searched from the preset database.
Further, another embodiment of the present application further discloses that the traffic work order processing apparatus shown in fig. 8 further includes:
the department determining unit is used for determining service departments related to social problems in the current telephone traffic work order;
and the work order pushing unit is used for pushing the current telephone traffic work order to the service department so as to enable the service department to process the social problems in the current telephone traffic work order.
Optionally, another embodiment of the present application further discloses that the traffic work order processing apparatus further includes:
the work order retrieval unit is used for retrieving a historical telephone traffic work order matched with the current telephone traffic work order from a telephone traffic work order database according to the current telephone traffic work order;
and the work order processing unit is used for processing the current telephone traffic work order by referring to the processing strategy of the historical telephone traffic work order when the historical telephone traffic work order matched with the current telephone traffic work order is retrieved from the telephone traffic work order database.
Optionally, another embodiment of the present application further discloses that the apparatus further includes:
and the analysis processing unit is used for determining a service department with the quantity of the related hot spot problems exceeding a preset quantity threshold value according to the hot spot problems contained in the at least one telephone traffic work order.
Optionally, another embodiment of the present application further discloses that the apparatus further includes:
and the hot spot problem output unit is used for generating and outputting a hot spot problem display chart according to the hot spot problem contained in the at least one telephone traffic work order.
Specifically, please refer to the contents of the method embodiments for the specific working contents of each unit in the embodiments of the apparatuses, which are not described herein again.
The telephone traffic work order processing device comprises a processor and a memory, wherein the analysis processing unit, the data mining unit and the like are stored in the memory as program units, and the processor executes the program units stored in the memory to realize corresponding functions.
The processor comprises a kernel, and the kernel calls the corresponding program unit from the memory. The kernel may set one or more, and the traffic work order is processed by adjusting the kernel parameters.
The memory may include volatile memory in a computer readable medium, Random Access Memory (RAM) and/or nonvolatile memory such as Read Only Memory (ROM) or flash memory (flash RAM), and the memory includes at least one memory chip.
The embodiment of the invention provides a storage medium, wherein a program is stored on the storage medium, and the program realizes the telephone traffic work order processing method when being executed by a processor.
The embodiment of the invention provides a processor, which is used for running a program, wherein the telephone traffic work order processing method is executed when the program runs.
The embodiment of the invention provides equipment, which comprises a processor, a memory and a program which is stored on the memory and can run on the processor, wherein the processor executes the program and realizes the following steps:
respectively analyzing the content of at least one telephone traffic work order to obtain the content of a preset data item of the at least one telephone traffic work order;
and performing data mining processing on the at least one traffic work order according to the preset data item content of the at least one traffic work order and the attribute information of the at least one traffic work order to obtain a hot spot problem contained in the at least one traffic work order.
Optionally, the method further includes:
and carrying out voice recognition processing on the service hotline telephone audio to obtain the call content of the two parties of the telephone, and generating a telephone traffic work order according to the call content.
Optionally, the method further includes:
searching a consultation problem from the current traffic work order;
searching data content corresponding to the consultation problem from a preset database when the consultation problem is retrieved from the current telephone traffic work order;
and when the data content corresponding to the consultation problem is searched from the preset database, outputting the searched data content.
Optionally, the method further includes:
determining a service department related to social problems in the current traffic work order;
and pushing the current telephone traffic work order to the service department so as to enable the service department to process the social problems in the current telephone traffic work order.
Optionally, the method further includes:
according to the current telephone traffic work order, retrieving a historical telephone traffic work order matched with the current telephone traffic work order from a telephone traffic work order database;
and when the historical telephone traffic work order matched with the current telephone traffic work order is retrieved from the telephone traffic work order database, the current telephone traffic work order is processed by referring to the processing strategy of the historical telephone traffic work order.
Optionally, the method further includes:
and determining a service department with the quantity of the related hot spot problems exceeding a preset quantity threshold value according to the hot spot problems contained in the at least one telephone traffic work order.
Optionally, the method further includes:
and generating and outputting a hot spot problem display chart according to the hot spot problem contained in the at least one telephone traffic work order.
The device herein may be a server, a PC, a PAD, a mobile phone, etc.
The present application further provides a computer program product adapted to perform a program for initializing the following method steps when executed on a data processing device:
respectively analyzing the content of at least one telephone traffic work order to obtain the content of a preset data item of the at least one telephone traffic work order;
and performing data mining processing on the at least one traffic work order according to the preset data item content of the at least one traffic work order and the attribute information of the at least one traffic work order to obtain a hot spot problem contained in the at least one traffic work order.
Optionally, the method further includes:
and carrying out voice recognition processing on the service hotline telephone audio to obtain the call content of the two parties of the telephone, and generating a telephone traffic work order according to the call content.
Optionally, the method further includes:
searching a consultation problem from the current traffic work order;
searching data content corresponding to the consultation problem from a preset database when the consultation problem is retrieved from the current telephone traffic work order;
and when the data content corresponding to the consultation problem is searched from the preset database, outputting the searched data content.
Optionally, the method further includes:
determining a service department related to social problems in the current traffic work order;
and pushing the current telephone traffic work order to the service department so as to enable the service department to process the social problems in the current telephone traffic work order.
Optionally, the method further includes:
according to the current telephone traffic work order, retrieving a historical telephone traffic work order matched with the current telephone traffic work order from a telephone traffic work order database;
and when the historical telephone traffic work order matched with the current telephone traffic work order is retrieved from the telephone traffic work order database, the current telephone traffic work order is processed by referring to the processing strategy of the historical telephone traffic work order.
Optionally, the method further includes:
and determining a service department with the quantity of the related hot spot problems exceeding a preset quantity threshold value according to the hot spot problems contained in the at least one telephone traffic work order.
Optionally, the method further includes:
and generating and outputting a hot spot problem display chart according to the hot spot problem contained in the at least one telephone traffic work order.
As will be appreciated by one skilled in the art, embodiments of the present application may be provided as a method, system, or computer program product. Accordingly, the present application may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present application may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.
The present application is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the application. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may 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, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
In a typical configuration, a computing device includes one or more processors (CPUs), input/output interfaces, network interfaces, and memory.
The memory may include forms of volatile memory in a computer readable medium, Random Access Memory (RAM) and/or non-volatile memory, such as Read Only Memory (ROM) or flash memory (flash RAM). The memory is an example of a computer-readable medium.
Computer-readable media, including both non-transitory and non-transitory, removable and non-removable media, may implement information storage by any method or technology. The information may be computer readable instructions, data structures, modules of a program, or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), Static Random Access Memory (SRAM), Dynamic Random Access Memory (DRAM), other types of Random Access Memory (RAM), Read Only Memory (ROM), Electrically Erasable Programmable Read Only Memory (EEPROM), flash memory or other memory technology, compact disc read only memory (CD-ROM), Digital Versatile Discs (DVD) or other optical storage, magnetic cassettes, magnetic tape magnetic disk storage or other magnetic storage devices, or any other non-transmission medium that can be used to store information that can be accessed by a computing device. As defined herein, a computer readable medium does not include a transitory computer readable medium such as a modulated data signal and a carrier wave.
It should also be noted that the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other identical elements in the process, method, article, or apparatus that comprises the element.
As will be appreciated by one skilled in the art, embodiments of the present application may be provided as a method, system, or computer program product. Accordingly, the present application may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present application may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.
The above are merely examples of the present application and are not intended to limit the present application. Various modifications and changes may occur to those skilled in the art. Any modification, equivalent replacement, improvement, etc. made within the spirit and principle of the present application should be included in the scope of the claims of the present application.
Claims (10)
1. A traffic work order processing method is characterized by comprising the following steps:
respectively analyzing the content of at least one telephone traffic work order to obtain the content of a preset data item of the at least one telephone traffic work order;
and performing data mining processing on the at least one traffic work order according to the preset data item content of the at least one traffic work order and the attribute information of the at least one traffic work order to obtain a hot spot problem contained in the at least one traffic work order.
2. The method of claim 1, further comprising:
and carrying out voice recognition processing on the service hotline telephone audio to obtain the call content of the two parties of the telephone, and generating a telephone traffic work order according to the call content.
3. The method of claim 1, further comprising:
searching a consultation problem from the current traffic work order;
searching data content corresponding to the consultation problem from a preset database when the consultation problem is retrieved from the current telephone traffic work order;
and when the data content corresponding to the consultation problem is searched from the preset database, outputting the searched data content.
4. The method according to any one of claims 1-3, further comprising:
determining a service department related to social problems in the current traffic work order;
and pushing the current telephone traffic work order to the service department so as to enable the service department to process the social problems in the current telephone traffic work order.
5. The method according to claim 1 or 2, characterized in that the method further comprises:
according to the current telephone traffic work order, retrieving a historical telephone traffic work order matched with the current telephone traffic work order from a telephone traffic work order database;
and when the historical telephone traffic work order matched with the current telephone traffic work order is retrieved from the telephone traffic work order database, the current telephone traffic work order is processed by referring to the processing strategy of the historical telephone traffic work order.
6. The method according to claim 1 or 2, characterized in that the method further comprises:
and determining a service department with the quantity of the related hot spot problems exceeding a preset quantity threshold value according to the hot spot problems contained in the at least one telephone traffic work order.
7. The method according to claim 1 or 2, characterized in that the method further comprises:
and generating and outputting a hot spot problem display chart according to the hot spot problem contained in the at least one telephone traffic work order.
8. A traffic work order processing apparatus, comprising:
the analysis processing unit is used for respectively analyzing and processing the content of at least one telephone traffic work order to obtain the content of a preset data item of the at least one telephone traffic work order;
and the data mining unit is used for performing data mining processing on the at least one traffic work order according to the preset data item content of the at least one traffic work order and the attribute information of the at least one traffic work order to obtain a hot spot problem contained in the at least one traffic work order.
9. A storage medium, characterized in that the storage medium stores thereon a program that, when executed by a processor, implements the traffic work order processing method of any one of claims 1 to 5.
10. A processor, configured to execute a program, wherein the program is configured to execute the traffic work order processing method according to any one of claims 1 to 5 when executed.
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| CN201811580597.6A CN111355849A (en) | 2018-12-24 | 2018-12-24 | Telephone traffic work order processing method and device |
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