CN112801689A - Interactive work order intelligent processing system - Google Patents

Interactive work order intelligent processing system Download PDF

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CN112801689A
CN112801689A CN202011598074.1A CN202011598074A CN112801689A CN 112801689 A CN112801689 A CN 112801689A CN 202011598074 A CN202011598074 A CN 202011598074A CN 112801689 A CN112801689 A CN 112801689A
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work order
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赵占军
杨杉
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Beijing Telecom Development Co ltd
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Abstract

The invention discloses an interactive work order intelligent processing system, which comprises an AI voice module, a client module, an information acquisition module, a work order distribution module, a service module, a feedback information collection and processing module, a data support module and a background pipeline module, wherein the AI voice module is used for receiving a feedback information request sent by a user; the AI voice module is used for prompting by presetting voice; the invention collects the information provided by the client through the AI voice module and the client module, acquires the fault information characteristic of the client by using the information acquisition module, compares the fault information characteristic with the common fault information cases in the pre-planning library module, creates different work orders according to the comparison result to solve the fault for the client, and expands the pre-planning library module according to the feedback result of each work order by using the background management module, thereby enriching the common fault information cases, leading the AI service submodule to gradually solve more fault problems and achieving the purpose of reducing the use quantity of manual customer service on the basis of timely solving the fault problems of the client.

Description

Interactive work order intelligent processing system
Technical Field
The invention relates to a large-range work order processing system, in particular to an interactive work order intelligent processing system.
Background
The work order processing system, also called as a work order management system (also called as a problem work order system, a affair work order system, an affair tracking system and a support work order system), is a network software system which has a series of problems and requests for management, maintenance and tracking according to the requirements of different organizations, departments and external clients. A fully functional worksheet system may also be referred to as a help desk system.
The present invention relates to a work order processing system, in particular to a work order processing system, which is commonly used in the telecommunication and communication industries and solves the faults and various problems encountered by customers in the using process, however, most of the existing work order processing systems directly perform telephone or on-line communication with the customers through an artificial customer service system to acquire the fault information encountered by the customers and provide solutions for the customers.
Therefore, there is a need for an interactive work order intelligent processing system, which can solve the customer failure in time and reduce the use of manual customer service to reduce the operation cost of the work order processing system.
Disclosure of Invention
The invention aims to provide an interactive work order intelligent processing system to solve the problems in the background technology.
In order to achieve the purpose, the invention provides the following technical scheme:
the interactive work order intelligent processing system comprises an AI voice module, a client module, an information acquisition module, a work order dispatching module, a service module, a feedback information collecting and processing module, a data support module and a background pipeline module, wherein the AI voice module is used for sending a work order to the client module;
the AI voice module is used for enabling a client to provide voice call content containing fault information through preset voice prompt;
the client module is used for enabling a client to provide a voice file, a character file and a picture file containing fault information through a preset interface character prompt;
the information acquisition module is used for acquiring, analyzing, identifying and extracting fault information contained in the voice call content, the voice file, the text file and the picture file acquired by the AI voice module and the client module;
the work order dispatching module is used for classifying the fault information acquired by the information acquisition module, creating a work order according to the category and dispatching the work order according to the category of the work order;
the service module is used for receiving various work orders dispatched by the work order dispatching module and providing corresponding solutions for solving the fault information for the customers according to the types of the work orders;
the feedback information collecting and processing module is used for collecting client feedback information provided by a client and processing a corresponding work order according to the client feedback information;
the data support module is used for storing the fault information acquired by the information acquisition module, storing the work order information created and distributed by the work order distribution module, providing data support for the work order distribution module, and storing the customer feedback information collected by the feedback information collection and processing module.
As a further scheme of the invention: the information acquisition module comprises a voice recognition sub-module, a character recognition sub-module and an image recognition sub-module, wherein the voice recognition sub-module, the character recognition sub-module and the image recognition sub-module are arranged in the information acquisition module;
the voice recognition submodule is used for recognizing the voice call content provided by the client and the fault information characteristics contained in the voice file;
the character recognition submodule is used for recognizing fault information characteristics contained in a character file provided by a client;
and the picture identification submodule is used for identifying fault information characteristics contained in the picture information provided by the client.
As a further scheme of the invention: the fault information characteristics comprise equipment state indicator light information, equipment fault code information and equipment error reporting interface information.
As a further scheme of the invention: the data support module comprises a data backup module and a pre-planning library module, wherein a common fault information plan list and a solution thereof are stored in the pre-planning library module.
As a further scheme of the invention: the work order dispatching module comprises an information comparison module, the information comparison module is used for receiving the fault information characteristics acquired by the information acquisition module and comparing the fault information characteristics with common fault information cases stored in the pre-plan library module, and the work order dispatching module creates a primary work order, a secondary work order or a tertiary work order according to the comparison result and dispatches the primary work order, the secondary work order or the tertiary work order.
As a further scheme of the invention: the service module comprises an AI service submodule and an on-line manual service submodule, wherein the AI service submodule is connected with the on-line manual service submodule;
the AI service submodule is used for receiving a primary work order and providing a corresponding solution for a client according to a common fault information case matched with the primary work order so as to solve the fault information of the client;
the online manual service submodule is used for receiving the secondary work order and providing remote voice service for the client so as to solve the fault information of the client;
and the offline manual service submodule is used for receiving the three-level worksheet and providing offline and online services for the customer so as to solve the fault information of the customer.
As a further scheme of the invention: the background management module is used for sorting the information stored by the data support module, counting and classifying the fault information characteristics of the no-comparison case, and creating a new common fault information case list according to the client feedback information and the corresponding solution.
As a still further scheme of the invention: the processing method of the work order intelligent processing system comprises the following steps:
the method comprises the following steps: the AI voice module and the client module enable a client to provide voice call content, voice files, text files or picture files containing fault information through preset prompts;
step two: the information acquisition module analyzes and identifies materials provided by a customer to extract fault information characteristics;
step three: the information comparison module compares the fault information characteristics obtained in the step two with common fault information cases stored in the pre-planning library module, if the comparison result shows that the comparison case exists, the step four is skipped, and if the comparison result shows that the comparison case does not exist, the step five is skipped;
step four: the work order dispatching module dispatches the primary work order to the AI service submodule, and the AI service submodule receives the primary work order and provides a corresponding solution for the customer according to the common fault information case matched with the primary work order so as to solve the fault information of the customer;
step five: the work order dispatching module dispatches the secondary work orders to the on-line manual service submodule, and the on-line manual service submodule provides remote voice service for the customer so as to solve the fault information of the customer;
step six: the feedback information collecting and processing module collects the solution results of the fault information of the client in the fourth step and the fifth step, if the client considers that the problem is solved, the work order is closed, and if the client considers that the problem is not solved, the process jumps to the seventh step;
step seven: the work order dispatching module dispatches the three-level work orders to the offline manual service submodule, and the offline manual service submodule provides offline and online service for the customer so as to solve the fault information of the customer.
Compared with the prior art, the invention has the beneficial effects that:
the invention collects the information provided by the client through the AI voice module and the client module, acquires the fault information characteristic of the client by using the information acquisition module, compares the fault information characteristic with the common fault information cases in the pre-planning library module, creates different work orders according to the comparison result, solves the fault for the client through AI intelligent service or remote voice service respectively, upgrades the work orders into three-level work orders when the two schemes can not effectively solve the fault, solves the fault for the client through offline and online service, and expands the pre-planning library module according to the feedback result of each work order by using the background management module, thereby enriching the common fault information cases, leading the AI service sub-module to gradually solve more fault problems, and achieving the purpose of reducing the use quantity of manual customer service on the basis of timely solving the fault problems of the client.
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FIG. 1 is a block diagram of an interactive work order intelligence processing system.
FIG. 2 is a flow chart of a processing method in an interactive work order intelligent processing system.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
Referring to fig. 1 and 2, in the embodiment of the present invention, the interactive work order intelligent processing system includes an AI voice module, a client module, an information acquisition module, a work order dispatch module, a service module, a feedback information collection and processing module, a data support module, and a background pipeline module, where the AI voice module, the client module, the information acquisition module, the work order dispatch module, the service module, the feedback information collection and processing module, the data support module, and the background pipeline;
the AI voice module is used for enabling a client to provide voice call content containing fault information through preset voice prompt;
the client module is used for enabling a client to provide a voice file, a character file and a picture file containing fault information through a preset interface character prompt;
the information acquisition module is used for acquiring, analyzing, identifying and extracting fault information contained in the voice call content, the voice file, the text file and the picture file acquired by the AI voice module and the client module;
the work order dispatching module is used for classifying the fault information acquired by the information acquisition module, creating a work order according to the category and dispatching the work order according to the category of the work order;
the service module is used for receiving various work orders dispatched by the work order dispatching module and providing corresponding solutions for solving the fault information for the customers according to the types of the work orders;
the feedback information collecting and processing module is used for collecting client feedback information provided by a client and processing a corresponding work order according to the client feedback information;
the data support module is used for storing the fault information acquired by the information acquisition module, storing the work order information created and distributed by the work order distribution module, providing data support for the work order distribution module, and storing the customer feedback information collected by the feedback information collection and processing module.
The information acquisition module comprises a voice recognition sub-module, a character recognition sub-module and an image recognition sub-module, wherein the voice recognition sub-module, the character recognition sub-module and the image recognition sub-module are arranged in the information acquisition module;
the voice recognition submodule is used for recognizing the voice call content provided by the client and the fault information characteristics contained in the voice file;
the character recognition submodule is used for recognizing fault information characteristics contained in a character file provided by a client;
and the picture identification submodule is used for identifying fault information characteristics contained in the picture information provided by the client.
The fault information characteristics comprise equipment state indicator light information, equipment fault code information and equipment error reporting interface information.
The data support module comprises a data backup module and a pre-planning library module, wherein a common fault information plan list and a solution thereof are stored in the pre-planning library module.
The work order dispatching module comprises an information comparison module, the information comparison module is used for receiving the fault information characteristics acquired by the information acquisition module and comparing the fault information characteristics with common fault information cases stored in the pre-plan library module, and the work order dispatching module creates a primary work order, a secondary work order or a tertiary work order according to the comparison result and dispatches the primary work order, the secondary work order or the tertiary work order.
The service module comprises an AI service submodule and an on-line manual service submodule, wherein the AI service submodule is connected with the on-line manual service submodule;
the AI service submodule is used for receiving a primary work order and providing a corresponding solution for a client according to a common fault information case matched with the primary work order so as to solve the fault information of the client;
the online manual service submodule is used for receiving the secondary work order and providing remote voice service for the client so as to solve the fault information of the client;
and the offline manual service submodule is used for receiving the three-level worksheet and providing offline and online services for the customer so as to solve the fault information of the customer.
The background management module is used for sorting the information stored by the data support module, counting and classifying the fault information characteristics of the no-comparison case, and creating a new common fault information case list according to the client feedback information and the corresponding solution.
The processing method of the work order intelligent processing system comprises the following steps:
the method comprises the following steps: the AI voice module and the client module enable a client to provide voice call content, voice files, text files or picture files containing fault information through preset prompts;
step two: the information acquisition module analyzes and identifies materials provided by a customer to extract fault information characteristics;
step three: the information comparison module compares the fault information characteristics obtained in the step two with common fault information cases stored in the pre-planning library module, if the comparison result shows that the comparison case exists, the step four is skipped, and if the comparison result shows that the comparison case does not exist, the step five is skipped;
step four: the work order dispatching module dispatches the primary work order to the AI service submodule, and the AI service submodule receives the primary work order and provides a corresponding solution for the customer according to the common fault information case matched with the primary work order so as to solve the fault information of the customer;
step five: the work order dispatching module dispatches the secondary work orders to the on-line manual service submodule, and the on-line manual service submodule provides remote voice service for the customer so as to solve the fault information of the customer;
step six: the feedback information collecting and processing module collects the solution results of the fault information of the client in the fourth step and the fifth step, if the client considers that the problem is solved, the work order is closed, and if the client considers that the problem is not solved, the process jumps to the seventh step;
step seven: the work order dispatching module dispatches the three-level work orders to the offline manual service submodule, and the offline manual service submodule provides offline and online service for the customer so as to solve the fault information of the customer.
The working principle of the invention is as follows:
the invention collects the information provided by the client through the AI voice module and the client module, acquires the fault information characteristic of the client by using the information acquisition module, compares the fault information characteristic with the common fault information cases in the pre-planning library module, creates different work orders according to the comparison result, solves the fault for the client through AI intelligent service or remote voice service respectively, upgrades the work orders into three-level work orders when the two schemes can not effectively solve the fault, solves the fault for the client through offline and online service, and expands the pre-planning library module according to the feedback result of each work order by using the background management module, thereby enriching the common fault information cases, leading the AI service sub-module to gradually solve more fault problems, and achieving the purpose of reducing the use quantity of manual customer service on the basis of timely solving the fault problems of the client.
Although the present invention has been described in detail with reference to the foregoing embodiments, it will be apparent to those skilled in the art that various changes in the embodiments and/or modifications of the invention can be made, and equivalents and modifications of some features of the invention can be made without departing from the spirit and scope of the invention.

Claims (8)

1. Interactive work order intelligent processing system, its characterized in that: the system comprises an AI voice module, a client module, an information acquisition module, a work order distribution module, a service module, a feedback information collection and processing module, a data support module and a background pipeline module, wherein the AI voice module is used for receiving a feedback information request sent by a user;
the AI voice module is used for enabling a client to provide voice call content containing fault information through preset voice prompt;
the client module is used for enabling a client to provide a voice file, a character file and a picture file containing fault information through a preset interface character prompt;
the information acquisition module is used for acquiring, analyzing, identifying and extracting fault information contained in the voice call content, the voice file, the text file and the picture file acquired by the AI voice module and the client module;
the work order dispatching module is used for classifying the fault information acquired by the information acquisition module, creating a work order according to the category and dispatching the work order according to the category of the work order;
the service module is used for receiving various work orders dispatched by the work order dispatching module and providing corresponding solutions for solving the fault information for the customers according to the types of the work orders;
the feedback information collecting and processing module is used for collecting client feedback information provided by a client and processing a corresponding work order according to the client feedback information;
the data support module is used for storing the fault information acquired by the information acquisition module, storing the work order information created and distributed by the work order distribution module, providing data support for the work order distribution module, and storing the customer feedback information collected by the feedback information collection and processing module.
2. The interactive work order intelligent processing system of claim 1, wherein: the information acquisition module comprises a voice recognition sub-module, a character recognition sub-module and an image recognition sub-module, wherein the voice recognition sub-module, the character recognition sub-module and the image recognition sub-module are arranged in the information acquisition module;
the voice recognition submodule is used for recognizing the voice call content provided by the client and the fault information characteristics contained in the voice file;
the character recognition submodule is used for recognizing fault information characteristics contained in a character file provided by a client;
and the picture identification submodule is used for identifying fault information characteristics contained in the picture information provided by the client.
3. The interactive work order intelligent processing system of claim 2, wherein: the fault information characteristics comprise equipment state indicator light information, equipment fault code information and equipment error reporting interface information.
4. The interactive work order intelligent processing system of claim 1, wherein: the data support module comprises a data backup module and a pre-planning library module, wherein a common fault information plan list and a solution thereof are stored in the pre-planning library module.
5. The interactive work order intelligent processing system of claim 4, wherein: the work order dispatching module comprises an information comparison module, the information comparison module is used for receiving the fault information characteristics acquired by the information acquisition module and comparing the fault information characteristics with common fault information cases stored in the pre-plan library module, and the work order dispatching module creates a primary work order, a secondary work order or a tertiary work order according to the comparison result and dispatches the primary work order, the secondary work order or the tertiary work order.
6. The interactive work order intelligent processing system of claim 5, wherein: the service module comprises an AI service submodule and an on-line manual service submodule, wherein the AI service submodule is connected with the on-line manual service submodule;
the AI service submodule is used for receiving a primary work order and providing a corresponding solution for a client according to a common fault information case matched with the primary work order so as to solve the fault information of the client;
the online manual service submodule is used for receiving the secondary work order and providing remote voice service for the client so as to solve the fault information of the client;
and the offline manual service submodule is used for receiving the three-level worksheet and providing offline and online services for the customer so as to solve the fault information of the customer.
7. The interactive work order intelligent processing system of claim 4, wherein: the background management module is used for sorting the information stored by the data support module, counting and classifying the fault information characteristics of the no-comparison case, and creating a new common fault information case list according to the client feedback information and the corresponding solution.
8. An interactive work order intelligent processing system according to any one of claims 1-7, wherein: the processing method of the work order intelligent processing system comprises the following steps:
the method comprises the following steps: the AI voice module and the client module enable a client to provide voice call content, voice files, text files or picture files containing fault information through preset prompts;
step two: the information acquisition module analyzes and identifies materials provided by a customer to extract fault information characteristics;
step three: the information comparison module compares the fault information characteristics obtained in the step two with common fault information cases stored in the pre-planning library module, if the comparison result shows that the comparison case exists, the step four is skipped, and if the comparison result shows that the comparison case does not exist, the step five is skipped;
step four: the work order dispatching module dispatches the primary work order to the AI service submodule, and the AI service submodule receives the primary work order and provides a corresponding solution for the customer according to the common fault information case matched with the primary work order so as to solve the fault information of the customer;
step five: the work order dispatching module dispatches the secondary work orders to the on-line manual service submodule, and the on-line manual service submodule provides remote voice service for the customer so as to solve the fault information of the customer;
step six: the feedback information collecting and processing module collects the solution results of the fault information of the client in the fourth step and the fifth step, if the client considers that the problem is solved, the work order is closed, and if the client considers that the problem is not solved, the process jumps to the seventh step;
step seven: the work order dispatching module dispatches the three-level work orders to the offline manual service submodule, and the offline manual service submodule provides offline and online service for the customer so as to solve the fault information of the customer.
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CN114386634A (en) * 2022-03-24 2022-04-22 广州市方连科技有限公司 Fault information feedback processing system for electronic product sale

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