CN112529216A - Integrated operation and maintenance method and system - Google Patents
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Abstract
The invention discloses an integrated operation and maintenance method and system, comprising the following steps: extracting problem data in the current consultation data according to the type label corresponding to the problem data to obtain the problem data; extracting keywords from the question data, matching the extracted keywords with questions in each question record in a preset question bank, and adding 1 to the number of consultation times to update the question records when the matching is successful; performing statistical analysis on the problem occurrence time, determining the time distribution of the problems, and sending alarm information to operation and maintenance personnel when the time distribution of the problems is greater than or equal to a preset concentration degree threshold value of the problems; when the consultation times in a certain problem record are larger than or equal to a preset consultation time threshold value, target problem data are determined, demand information is determined according to the target problem data and the product category corresponding to the target problem data, and the demand information is sent to corresponding demand personnel.
Description
Technical Field
The present invention relates to the field of system operation and maintenance technologies, and in particular, to an integrated operation and maintenance method and system.
Background
The operation and maintenance of products or projects as an important stage in the life cycle of the products or the projects have important influences on the image of enterprises, the reliability of the products and the service experience public praise of the enterprises. In daily system operation and maintenance, operation and maintenance personnel process the problems of a client site in real time, the client puts forward the problems through a WeChat group and a QQ group, and the operation and maintenance personnel guide the solution in the group. Meanwhile, the operation and maintenance work content is relatively complex, the workload of personnel is not counted well, the knowledge loss is serious, the manual recording is simply relied on, on one hand, the workload is increased, and on the other hand, the accuracy is relatively low; meanwhile, problems encountered in operation and maintenance are inconvenient to accumulate and analyze.
Therefore, an integrated operation and maintenance method is needed.
Disclosure of Invention
The invention provides an integrated operation and maintenance method and system, and aims to solve the problem of how to improve operation and maintenance efficiency and quality.
In order to solve the above problem, according to an aspect of the present invention, there is provided an integrated operation and maintenance method, including:
extracting problem data in the current consultation data according to the type label corresponding to the problem data to obtain the problem data;
extracting keywords from the question data, matching the extracted keywords with questions in each question record in a preset question bank, and adding 1 to the number of consultations in the question record matched with the question data when the matching is successful so as to update the question record matched with the question data;
performing statistical analysis on the problem occurrence time in the current updated problem record, determining the time distribution of the problems, and sending alarm information to operation and maintenance personnel when the time distribution of the problems is greater than or equal to a preset concentration degree threshold value of the problems;
monitoring the consultation times in each problem record in real time, determining target problem data when the consultation times in a certain problem record are larger than or equal to a preset consultation time threshold value, determining demand information according to the target problem data and the product category corresponding to the target problem data, and sending the demand information to corresponding demand personnel.
Preferably, wherein the method further comprises:
and classifying the question data according to the product category, pushing the question data to corresponding operation and maintenance personnel according to the classification result to perform online analysis and answer so as to obtain answer data, and storing the consultation data comprising the question data and the answer data according to the classification result.
Preferably, wherein the method further comprises:
performing semantic analysis on the current consultation data to determine question data and response data, and labeling data type labels on the question data and the response data according to preset type labels.
Preferably, wherein the method further comprises;
and when the matching is unsuccessful, newly building a question record corresponding to the question data in the preset question library, and setting the consultation times in the question record matched with the question data to be 1.
Preferably, wherein the method further comprises:
and sending the solved question data and the answer data corresponding to the question data to a knowledge base for reference or self-help question and answer.
According to another aspect of the present invention, there is provided an integrated operation and maintenance system, comprising:
the problem data acquisition unit is used for extracting problem data in the current consultation data according to the type label corresponding to the problem data so as to acquire the problem data;
the question record updating unit is used for extracting keywords from the question data, matching the extracted keywords with questions in each question record in a preset question bank, and adding 1 to the number of consultation times in the question record matched with the question data when the matching is successful so as to update the question record matched with the question data;
the time distribution analysis unit is used for carrying out statistical analysis on the problem occurrence time in the current updated problem record, determining the time distribution of the problems and sending alarm information to operation and maintenance personnel when the time distribution of the problems is more than or equal to a preset concentration degree threshold value of the problems;
the system comprises a demand information determining unit, a target problem data determining unit and a demand information determining unit, wherein the demand information determining unit is used for monitoring the consultation times in each problem record in real time, determining the target problem data when the consultation times in a certain problem record are larger than or equal to a preset consultation time threshold value, determining the demand information according to the target problem data and the product category corresponding to the target problem data, and sending the demand information to corresponding demand personnel.
Preferably, wherein the system further comprises:
and the consultation data acquisition unit is used for classifying the question data according to the product category, pushing the question data to corresponding operation and maintenance personnel for online analysis and solution according to the classification result so as to acquire reply data, and storing the consultation data comprising the question data and the reply data according to the classification result.
Preferably, wherein the system further comprises:
and the data labeling unit is used for performing semantic analysis on the current consultation data to determine question data and response data and labeling the data type labels on the question data and the response data according to preset type labels.
Preferably, wherein the system further comprises;
and the question record newly-establishing unit is used for newly establishing a question record corresponding to the question data in the preset question library when the matching is unsuccessful, and setting the consultation frequency in the question record matched with the question data to be 1.
Preferably, wherein the system further comprises:
and the data unloading unit is used for sending the solved question data and the answer data corresponding to the question data to a knowledge base for consulting or self-help question and answer.
The invention provides an integrated operation and maintenance method and system, wherein the operation and maintenance process is standardized in the system, and a WeChat or QQ non-record question-answer mode is transferred to the recorded system, so that an effective basis is provided for statistical analysis and mining requirements of the subsequent operation and maintenance process; the operation and maintenance process is effectively standardized, effective tracking can be achieved, operation and maintenance problems are recorded completely, operation and maintenance personnel work load is effectively counted and analyzed, emergency problems can be responded efficiently and high-frequency problems can be found by setting a threshold value, and effective solutions are formulated.
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A more complete understanding of exemplary embodiments of the present invention may be had by reference to the following drawings in which:
FIG. 1 is a flow diagram of an integrated operation and maintenance method 100 according to an embodiment of the invention;
fig. 2 is a schematic structural diagram of an integrated operation and maintenance system 200 according to an embodiment of the present invention.
Detailed Description
The exemplary embodiments of the present invention will now be described with reference to the accompanying drawings, however, the present invention may be embodied in many different forms and is not limited to the embodiments described herein, which are provided for complete and complete disclosure of the present invention and to fully convey the scope of the present invention to those skilled in the art. The terminology used in the exemplary embodiments illustrated in the accompanying drawings is not intended to be limiting of the invention. In the drawings, the same units/elements are denoted by the same reference numerals.
Unless otherwise defined, terms (including technical and scientific terms) used herein have the same meaning as commonly understood by one of ordinary skill in the art to which this invention belongs. Further, it will be understood that terms, such as those defined in commonly used dictionaries, should be interpreted as having a meaning that is consistent with their meaning in the context of the relevant art and will not be interpreted in an idealized or overly formal sense.
Fig. 1 is a flow diagram of an integrated operation and maintenance method 100 according to an embodiment of the invention. As shown in fig. 1, the integrated operation and maintenance method provided by the embodiment of the present invention standardizes the operation and maintenance process in the system, and transfers the mode of WeChat or QQ no-record question answering to the system with records, thereby providing an effective basis for statistical analysis and mining requirements of the subsequent operation and maintenance process; the operation and maintenance process is effectively standardized, effective tracking can be achieved, operation and maintenance problems are recorded completely, operation and maintenance personnel work load is effectively counted and analyzed, emergency problems can be responded efficiently and high-frequency problems can be found by setting a threshold value, and effective solutions are formulated. The integrated operation and maintenance method 100 provided by the embodiment of the present invention starts from step 101, and extracts the problem data in the current advisory data according to the type tag corresponding to the problem data in step 101 to obtain the problem data.
Preferably, wherein the method further comprises:
and classifying the question data according to the product category, pushing the question data to corresponding operation and maintenance personnel according to the classification result to perform online analysis and answer so as to obtain answer data, and storing the consultation data comprising the question data and the answer data according to the classification result.
Preferably, wherein the method further comprises:
performing semantic analysis on the current consultation data to determine question data and response data, and labeling data type labels on the question data and the response data according to preset type labels.
In the implementation mode of the invention, each person needing to log in the system applies for a login account and then logs in the system by using the account. And performing question consultation on a question questioning module, wherein the question questioning module is a real-time conversation window and can classify the obtained question data according to the product category, push the question data to corresponding operation and maintenance personnel according to the classification result to perform online analysis and solution so as to obtain reply data, and store the consultation data comprising the question data and the reply data into a database according to the classification result. For the consultation data, the system has a uniform question-answering mode and can label the data according to semantic analysis. Wherein, label 'question' is marked on the determined question data, label 'answer' is marked on the determined answer data, and the statement without the label of 'question' and 'answer' is considered as a consultation analysis link and ignored. And after the labeling is finished, extracting the question data in the current consultation data according to the type label question corresponding to the question data so as to obtain the question data.
In step 102, extracting keywords from the question data, matching the extracted keywords with questions in each question record in a preset question bank, and adding 1 to the number of consultations in the question record matched with the question data when the matching is successful so as to update the question record matched with the question data.
Preferably, wherein the method further comprises;
and when the matching is unsuccessful, newly building a question record corresponding to the question data in the preset question library, and setting the consultation times in the question record matched with the question data to be 1.
In the embodiment of the invention, the question sentence marked with the question is inquired in the question bank according to the key word thereof, if the question exists in the question bank, the number of times of consulting is increased by 1; if there is no problem, the problem is recorded and the number of consultations is set to 1.
In step 103, the problem occurrence time in the current updated problem record is statistically analyzed, the time distribution of the problem is determined, and when the time distribution of the problem is greater than or equal to a preset concentration threshold of the problem occurrence, alarm information is sent to operation and maintenance personnel.
In step 104, the number of consultation times in each problem record is monitored in real time, when the number of consultation times in a certain problem record is greater than or equal to a preset consultation number threshold value, target problem data is determined, demand information is determined according to the target problem data and the product category corresponding to the target problem data, and the demand information is sent to corresponding demand personnel.
Preferably, wherein the method further comprises:
and sending the solved question data and the answer data corresponding to the question data to a knowledge base for reference or self-help question and answer.
In the embodiment of the present invention, a consultation number threshold and a concentration degree threshold of the occurrence of problems are set. For example, the threshold number of consultation times is set to 20 by default. And monitoring the consultation times in each problem record in real time, when the consultation times in a certain problem record are more than 20, determining the demand information by the target problem data and the product category corresponding to the target problem data, and pushing the demand information to corresponding demand personnel through a set mailbox of a demand receiving personnel.
For example, the threshold of the degree of concentration at which the problem occurs is set to 10 times/hour. The time of occurrence is recorded in the database when the problem is recorded and the count is incremented, and the time distribution of the problem is determined by performing statistical analysis on the time of occurrence of the problem in the updated problem record. And if the time distribution of the problems is more than 10 times/hour, the system is considered to be in fault, the system gives an alarm, and the operation and maintenance personnel immediately respond.
In addition, the invention can also push the solved questions in the question bank to the knowledge base for consulting or self-help question answering.
The operation and maintenance method realizes the real-time solution of the problems in the webpage; recording the questions in the question answers to a question bank, and carrying out early warning and repeated point analysis on the high-frequency questions in a threshold value setting mode; associating the problems with the demands, and defining the problems as the demands through the occurrence frequency threshold value setting; the invention can realize the integration of problem proposing, answering, statistical analysis and demand to the knowledge base, so that each operation and maintenance personnel can work according to a standard flow mode, thereby improving the operation and maintenance efficiency. The question answering of the whole flow is realized in the system, the loss of knowledge is reduced, the requirements of product development in use are met, the requirements of customers for real needs are met, and the requirements source and the reliability of the requirements are improved.
Fig. 2 is a schematic structural diagram of an integrated operation and maintenance system 200 according to an embodiment of the present invention. As shown in fig. 2, an integrated operation and maintenance system 200 provided by the embodiment of the present invention includes: a problem data acquisition unit 201, a problem record updating unit 202, a time distribution analysis unit 203, and a demand information determination unit 204.
Preferably, the question data acquiring unit 201 is configured to extract question data in the current advisory data according to the type tag corresponding to the question data to acquire the question data.
Preferably, wherein the system further comprises:
and the consultation data acquisition unit is used for classifying the question data according to the product category, pushing the question data to corresponding operation and maintenance personnel for online analysis and solution according to the classification result so as to acquire reply data, and storing the consultation data comprising the question data and the reply data according to the classification result.
Preferably, wherein the system further comprises:
and the data labeling unit is used for performing semantic analysis on the current consultation data to determine question data and response data and labeling the data type labels on the question data and the response data according to preset type labels.
Preferably, the question record updating unit 202 is configured to extract a keyword from the question data, match the extracted keyword with a question in each question record in a preset question bank, and add 1 to the number of consultations in the question record matched with the question data when matching is successful, so as to update the question record matched with the question data.
Preferably, wherein the system further comprises;
and the question record newly-establishing unit is used for newly establishing a question record corresponding to the question data in the preset question library when the matching is unsuccessful, and setting the consultation frequency in the question record matched with the question data to be 1.
Preferably, the time distribution analyzing unit 203 is configured to perform statistical analysis on the problem occurrence time in the current updated problem record, determine the time distribution of the problem, and send alarm information to the operation and maintenance staff when the time distribution of the problem is greater than or equal to a preset concentration threshold for the problem occurrence.
Preferably, the requirement information determining unit 204 is configured to monitor the number of consulting times in each problem record in real time, determine target problem data when the number of consulting times in a certain problem record is greater than or equal to a preset threshold value of consulting times, determine requirement information according to the target problem data and a product category corresponding to the target problem data, and send the requirement information to a corresponding requirement person.
Preferably, wherein the system further comprises:
and the data unloading unit is used for sending the solved question data and the answer data corresponding to the question data to a knowledge base for consulting or self-help question and answer.
The integrated operation and maintenance system 200 according to the embodiment of the present invention corresponds to the integrated operation and maintenance method 100 according to another embodiment of the present invention, and is not described herein again.
The invention has been described with reference to a few embodiments. However, other embodiments of the invention than the one disclosed above are equally possible within the scope of the invention, as would be apparent to a person skilled in the art from the appended patent claims.
Generally, all terms used in the claims are to be interpreted according to their ordinary meaning in the technical field, unless explicitly defined otherwise herein. All references to "a/an/the [ device, component, etc ]" are to be interpreted openly as referring to at least one instance of said device, component, etc., unless explicitly stated otherwise. The steps of any method disclosed herein do not have to be performed in the exact order disclosed, unless explicitly stated.
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.
Finally, it should be noted that: the above embodiments are only for illustrating the technical solutions of the present invention and not for limiting the same, and although the present invention is described in detail with reference to the above embodiments, those of ordinary skill in the art should understand that: modifications and equivalents may be made to the embodiments of the invention without departing from the spirit and scope of the invention, which is to be covered by the claims.
Claims (10)
1. An integrated operation and maintenance method, characterized in that the method comprises:
extracting problem data in the current consultation data according to the type label corresponding to the problem data to obtain the problem data;
extracting keywords from the question data, matching the extracted keywords with questions in each question record in a preset question bank, and adding 1 to the number of consultations in the question record matched with the question data when the matching is successful so as to update the question record matched with the question data;
performing statistical analysis on the problem occurrence time in the current updated problem record, determining the time distribution of the problems, and sending alarm information to operation and maintenance personnel when the time distribution of the problems is greater than or equal to a preset concentration degree threshold value of the problems;
monitoring the consultation times in each problem record in real time, determining target problem data when the consultation times in a certain problem record are larger than or equal to a preset consultation time threshold value, determining demand information according to the target problem data and the product category corresponding to the target problem data, and sending the demand information to corresponding demand personnel.
2. The method of claim 1, further comprising:
and classifying the question data according to the product category, pushing the question data to corresponding operation and maintenance personnel according to the classification result to perform online analysis and answer so as to obtain answer data, and storing the consultation data comprising the question data and the answer data according to the classification result.
3. The method of claim 1, further comprising:
performing semantic analysis on the current consultation data to determine question data and response data, and labeling data type labels on the question data and the response data according to preset type labels.
4. The method of claim 1, further comprising;
and when the matching is unsuccessful, newly building a question record corresponding to the question data in the preset question library, and setting the consultation times in the question record matched with the question data to be 1.
5. The method of claim 1, further comprising:
and sending the solved question data and the answer data corresponding to the question data to a knowledge base for reference or self-help question and answer.
6. An integrated operation and maintenance system, comprising:
the problem data acquisition unit is used for extracting problem data in the current consultation data according to the type label corresponding to the problem data so as to acquire the problem data;
the question record updating unit is used for extracting keywords from the question data, matching the extracted keywords with questions in each question record in a preset question bank, and adding 1 to the number of consultation times in the question record matched with the question data when the matching is successful so as to update the question record matched with the question data;
the time distribution analysis unit is used for carrying out statistical analysis on the problem occurrence time in the current updated problem record, determining the time distribution of the problems and sending alarm information to operation and maintenance personnel when the time distribution of the problems is more than or equal to a preset concentration degree threshold value of the problems;
the system comprises a demand information determining unit, a target problem data determining unit and a demand information determining unit, wherein the demand information determining unit is used for monitoring the consultation times in each problem record in real time, determining the target problem data when the consultation times in a certain problem record are larger than or equal to a preset consultation time threshold value, determining the demand information according to the target problem data and the product category corresponding to the target problem data, and sending the demand information to corresponding demand personnel.
7. The system of claim 6, further comprising:
and the consultation data acquisition unit is used for classifying the question data according to the product category, pushing the question data to corresponding operation and maintenance personnel for online analysis and solution according to the classification result so as to acquire reply data, and storing the consultation data comprising the question data and the reply data according to the classification result.
8. The system of claim 6, further comprising:
and the data labeling unit is used for performing semantic analysis on the current consultation data to determine question data and response data and labeling the data type labels on the question data and the response data according to preset type labels.
9. The system of claim 6, further comprising;
and the question record newly-establishing unit is used for newly establishing a question record corresponding to the question data in the preset question library when the matching is unsuccessful, and setting the consultation frequency in the question record matched with the question data to be 1.
10. The system of claim 6, further comprising:
and the data unloading unit is used for sending the solved question data and the answer data corresponding to the question data to a knowledge base for consulting or self-help question and answer.
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