CN118018531B - Digital man all-in-one machine for property scene - Google Patents
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Abstract
The invention provides a digital man all-in-one machine for a property scene, which relates to the technical field of intelligent properties and comprises the following components: the request receiving module is used for determining the optimal response channel of the current request item in the owner call request; the time length prediction module is used for analyzing the predicted processing time length of all to-be-responded matters in the same-genus request matter cluster based on the owner-side historical response record and the matter-side historical response record of all to-be-responded matters in the same-genus request matter cluster of the current request matter; the online response module and the offline response module are used for generating a real-time to-be-responded item queue based on the predicted processing time and the emergency degree of all to-be-responded items in the same request item cluster of the current request item, and controlling an online response model or an offline response department to sequentially respond to all to-be-responded items in the real-time to-be-responded item queue to obtain a response result; the method is used for realizing efficient response to the owner call request in the property scene.
Description
Technical Field
The invention relates to the technical field of intelligent property, in particular to a digital human all-in-one machine aiming at a property scene.
Background
At present, with the development of internet technology and artificial intelligence technology, many service projects of traditional property are gradually transformed into on-line APP or intelligent systems, such as face recognition access control and patrol of a patrol robot and community safety, and the intelligent devices and technologies improve property management efficiency and reduce labor cost.
However, these intelligent devices and technologies all need to participate in decision making and planning manually, then when the number of building management facilities is large and the number of business owners is large, a great deal of manpower needs to be arranged to respond to the business call requests and make service decisions for the call requests of various service projects and numerous businesses, and due to the limited manual response and decision making, the call requests of the owners can sometimes not respond timely and efficiently, so that the property management effect is poor and the experience of the owners is not good enough.
Therefore, the invention provides the digital human all-in-one machine aiming at the property scene.
Disclosure of Invention
The invention provides a digital man-machine in a property scene, which is used for realizing efficient response to a call request of a proprietor in the property scene based on two modes of on-line response and off-line response and combining with the prediction of the waiting duration and the urgency of waiting matters, reducing the labor cost in the request response and service decision process in the property scene, breaking through the limitation of manual response and decision, being capable of timely and efficient response to the call request of the proprietor, improving the property management effect and improving the experience of the proprietor.
The invention provides a digital man all-in-one machine aiming at a property scene, which comprises:
the request receiving module is used for determining an optimal response channel of a current request item in a call request of an owner in a management building, which is received in real time, and incorporating the current request item into a to-be-responded item corresponding to the optimal response channel;
the time length prediction module is used for determining a affiliated request item cluster of the current request item, and analyzing the prediction processing time length of all to-be-responded items in the affiliated request item cluster of the current request item based on the owner-end historical response record and the item-end historical response record of all to-be-responded items in the affiliated request item cluster of the current request item;
the on-line response module is used for generating a real-time to-be-responded item queue of the on-line response channel based on the predicted processing time and the urgency of all to-be-responded items in the same request item cluster of the current request item when the optimal response channel is the on-line response channel, and controlling the on-line response model to sequentially respond all to-be-responded items in the real-time to-be-responded item queue to obtain a response result;
And the off-line response module is used for generating a real-time to-be-responded item queue of an off-line response department corresponding to the item type of the current request item based on the predicted processing time and the urgency of all to-be-responded items in the same request item cluster of the current request item when the optimal response channel is the off-line response channel, and controlling the off-line response department of each item type to sequentially respond to all to-be-responded items contained in the corresponding real-time to-be-responded item queue to obtain a response result.
Preferably, the request receiving module includes:
a request receiving sub-module for receiving and managing the owner call request in the building in real time based on the digital building manager channel;
And the item judging sub-module is used for judging whether the current request item in the owner call request is the request item in the preset property scene, if so, determining the optimal response channel of the current request item, and incorporating the current request item into the to-be-responded item corresponding to the optimal response channel, otherwise, carrying out non-response feedback on the owner call request corresponding to the current request item.
Preferably, the duration prediction module includes:
the event summarizing sub-module is used for summarizing all to-be-responded events belonging to the same response mode with the current request event and the current request event to obtain a same-genus request event cluster of the current request event;
and the duration prediction sub-module is used for analyzing the predicted processing duration of all to-be-responded items in the same-genus request item cluster of the current request item based on the owner-side historical response record and the item-side historical response record of all to-be-responded items in the same-genus request item cluster of the current request item.
Preferably, the transaction summary sub-module includes:
The first summarizing unit is used for carrying out duplicate removal summarizing on all current items to be responded and current request items of the online response channel when the optimal response channel is the online response channel, and obtaining a same-genus request item cluster of the current request items;
And the second summarizing unit is used for determining the item type of the current request item when the optimal response channel is an off-line response channel, and carrying out duplicate removal summarizing on all current to-be-responded items and the current request item of an off-line response department corresponding to the item type of the current request item to obtain the same-genus request item cluster of the current request item.
Preferably, the duration prediction submodule includes:
a history request item determining unit, configured to determine all history request items included in a owner-side history response record of all to-be-responded items in a request item cluster belonging to the current request item;
The average processing time length calculation unit is used for carrying out depolarization processing on the historical processing time lengths of all the historical request matters contained in the event end historical response records of each historical request matter contained in the owner end historical response records, and taking the average value of all the historical processing time lengths remained after the depolarization processing as the average processing time length of the corresponding historical request matters;
The item end deviation ratio calculation unit is used for taking the ratio of the difference value and the average value of the historical processing time length of each historical request item and the average processing time length of the corresponding historical request item contained in the owner end historical response record as the processing time length deviation ratio of the corresponding owner in the corresponding historical request item;
The owner end deviation ratio calculation unit is used for carrying out deviation removal on the processing duration deviation ratio of all the history request matters contained in the corresponding owner end history response records and then averaging to obtain the average processing duration deviation ratio of the corresponding owners;
The predicted processing time length calculation unit is used for calculating the predicted processing time length of each to-be-responded item in the same-genus request item cluster of the current request item based on the item end historical response record of each to-be-responded item in the same-genus request item cluster of the current request item and the average processing time length deviation ratio of the corresponding owners.
Preferably, the prediction processing time length calculation unit includes:
the item end average duration calculation subunit is used for carrying out deviation removal on the historical processing duration of all the historical request items contained in the item end historical response records of each item to be responded in the same-genus request item cluster of the current request item and then carrying out averaging to obtain the average processing duration of each item to be responded in the same-genus request item cluster of the current request item;
The prediction processing duration calculation subunit is configured to calculate, based on the deviation ratio of the average processing duration of each to-be-responded item in the affiliated request item cluster of the current request item to the average processing duration of the corresponding owner, a prediction processing duration of each to-be-responded item in the affiliated request item cluster of the current request item.
Preferably, the on-line answering module comprises:
The first queue generating sub-module is used for generating a real-time to-be-answered item queue of the on-line answering channel based on the prediction processing duration and the urgency of all to-be-answered items in the same-genus request item cluster of the current request item when the optimal answering channel is the on-line answering channel and the on-line answering channel is currently in an answering state;
the first on-line response sub-module is used for controlling an on-line response model of the on-line response channel to sequentially respond to all current to-be-responded items based on the real-time to-be-responded item queue until response feedback of owners of all to-be-responded items in the real-time to-be-responded item queue is obtained based on the digital building manager channel, and a response result is obtained;
And the second on-line response sub-module is used for controlling the on-line response model of the on-line response channel to respond to the current request item when the optimal response channel is the on-line response channel and the on-line response channel is not in the response state currently, and simultaneously, receiving response feedback of the owners in the management building in real time based on the digital building manager channel, and obtaining a response result when the digital building channel receives the response feedback of the owners corresponding to the current item request.
Preferably, the first queue generating sub-module includes:
The first initial decision value calculation unit is used for determining the ratio of the predicted processing time length to the preset processing time length of each to-be-responded item in the same-genus request item cluster of the current request item when the optimal response channel is an online response channel and the online response channel is currently in a response state, taking the difference value of 1 and the ratio as a first decision value and taking the ratio of the urgency degree to the preset urgency degree of each to-be-responded item in the same-genus request item cluster of the current request item as a second decision value;
A first final decision value calculation unit, configured to take the sum of the product of the first decision value and the first weight of each to-be-responded item in the same-genus request item cluster of the current request item and the product of the second decision value and the second weight value as the final decision value of each to-be-responded item in the same-genus request item cluster of the current request item;
The first queue generating unit is used for sequencing all to-be-responded items in the same-genus request item cluster of the current request item from large to small according to the final determined value, and obtaining a real-time to-be-responded item queue of the on-line response channel.
Preferably, the offline answer module comprises:
the type determining submodule is used for determining the item type of the current request item when the optimal response channel is an offline response channel;
The second queue generating sub-module is used for generating a real-time to-be-responded item queue of the offline response department corresponding to the item type of the current request item based on the predicted processing time length and the urgency of all to-be-responded items in the same-genus request item cluster of the current request item if the offline response department corresponding to the item type of the current request item is in a response state;
the first offline response sub-module is used for controlling the corresponding offline response department to sequentially respond based on the corresponding real-time to-be-responded item queue, and simultaneously, receiving response feedback of owners in the management building in real time based on the digital building manager channel, and obtaining a response result when the digital building channel receives the response feedback of the owners corresponding to the current item request;
And the second offline response sub-module is used for controlling the offline response department corresponding to the item type of the current request item to respond to the current request item if the offline response department corresponding to the item type of the current request item is not in a response state, simultaneously receiving response feedback of the owners in the management building in real time based on the digital building manager channel, and obtaining a response result when the digital building channel receives the response feedback of the owners corresponding to the current item request.
Preferably, the second queue generating sub-module includes:
The second initial determination value calculation unit is configured to determine a ratio of a predicted processing duration to a preset processing duration of each item to be responded of the offline response department corresponding to the item type of the current request item, and take a difference between 1 and the ratio as a third determination value, and take a ratio of an emergency degree of each item to be responded of the offline response department corresponding to the item type of the current request item to a preset emergency degree as a fourth determination value, if the offline response department corresponding to the item type of the current request item is in a response state;
a second final decision value calculation unit, configured to take the sum of the product of the third decision value and the first weight of each item to be responded of the offline response department corresponding to the item type of the current request item and the product of the fourth decision value and the second weight as the final decision value of each item to be responded of the offline response department corresponding to the item type of the current request item;
And the second queue generating unit is used for sequencing all the to-be-responded items of the off-line response department corresponding to the item type of the current request item from large to small according to the final determined value, and obtaining a real-time to-be-responded item queue of the off-line response department corresponding to the item type of the current request item.
Compared with the prior art, the invention has the following beneficial effects: based on two modes of on-line response and off-line response, and combining the predicted waiting time and urgency of all waiting matters in the same request matter cluster of the waiting matters, a real-time waiting matter queue of an off-line response department corresponding to an on-line response channel or the matter type of the current request matter is generated, so that reasonable ordering of all waiting matters of the same request matter cluster is realized, response and response are sequentially carried out on the waiting matters based on the real-time waiting matter queue, efficient response to the owner call request under a property scene is realized, labor cost in the request response and service decision process under the property scene is reduced, the limitation of manual response and decision is broken through, the call request of the owner can be responded timely and efficiently, the property management effect is improved, and the experience of the owner is promoted.
Additional features and advantages of the invention will be set forth in the description which follows, and in part will be obvious from the description, or may be learned by practice of the invention. The objectives and other advantages of the invention will be realized and attained by the structure particularly pointed out in the written description and claims thereof as well as the appended drawings.
The technical scheme of the invention is further described in detail through the drawings and the embodiments.
Drawings
The accompanying drawings are included to provide a further understanding of the invention and are incorporated in and constitute a part of this specification, illustrate the invention and together with the embodiments of the invention, serve to explain the invention. In the drawings:
Fig. 1 is a schematic diagram of internal functional modules of a digital man-machine in a property scene according to an embodiment of the present invention;
FIG. 2 is a schematic diagram of internal sub-functional modules of a request receiving module according to an embodiment of the present invention;
fig. 3 is a schematic diagram of internal sub-functional modules of the duration prediction module in the embodiment of the present invention.
Detailed Description
The preferred embodiments of the present invention will be described below with reference to the accompanying drawings, it being understood that the preferred embodiments described herein are for illustration and explanation of the present invention only, and are not intended to limit the present invention.
Example 1:
the invention provides a digital human all-in-one machine for a property scene, referring to fig. 1, comprising:
The request receiving module is configured to determine an optimal response channel (i.e., a most efficient property response channel adapted to the current request item, the optimal response channel may be an on-line response channel or an off-line response channel) of a current request item (i.e., a request item that needs to be responded by a corresponding response channel next to the response channel) in a real-time received request of a owner (i.e., a request item that is sent by the owner image property center) in a management building (i.e., a building that needs to be managed by a digital man-machine in a property scene in this embodiment);
The time length prediction module is used for determining a same-genus request item cluster of the current request item (namely, a cluster obtained by summarizing to-be-responded items and the current request item in the same response mode as the current request item, for example, a mode of responding by adopting an on-line response channel or a mode of responding by adopting the same off-line response department in an off-line response channel), and analyzing the prediction processing time length (namely, the time length required by the predicted to-be-responded items in the same-genus request item cluster of the current request item) based on the owner end historical response record (namely, the record data of the to-be-responded record containing all the request items initiated by a corresponding single owner) and the item end historical response record (namely, the record data of the to-be-responded record containing the single request item initiated by the owner in the management building);
The on-line response module is used for generating a real-time to-be-responded item queue of the on-line response channel (i.e. a queue obtained by comprehensively considering the predicted processing time and the urgency of all to-be-responded items in the same-genus request item cluster and sequencing all to-be-responded items in the same-genus request item cluster) based on the predicted processing time and the urgency of all to-be-responded items in the same-genus request item cluster (i.e. the urgency of the to-be-responded items required to be responded) of the current request item and based on the predicted processing time and the urgency of all to-be-responded items in the same-genus request item cluster (i.e. the urgency of the to-be-responded item required to be responded), and controlling the on-line response module (i.e. a robot or model which is trained by a large number of training samples and used for responding to be-responded items is preset, training samples of the on-line response module are to be-responded items and corresponding manual response sentences and manual response schemes), and obtaining a response result (i.e. a result is obtained by sequentially after the on-line response model has been completed to all to be-responded items in real time;
And the offline response module is used for generating a real-time to-be-responded item queue of an offline response department (namely an offline manual service department for processing the request items of different item types of property centers) corresponding to the item types (such as a questionable response, equipment maintenance, sanitary maintenance, payment and the like) of the current request item based on the predicted processing time and the urgency of all to-be-responded items in the same request item cluster of the current request item when the optimal response channel is the offline response channel, and controlling the offline response department of each item type to sequentially respond to all to-be-responded items contained in the corresponding real-time to-be-responded item queue to obtain a response result.
In this embodiment, the principle or method of determining the optimal response channel is: the offline response channel not only can answer the request matters which can be answered by the online response channel, but also can answer the request matters which can not be answered by the offline response channel, but because the offline response channel is used for manually answering, the offline response channel is used for queuing with high probability, therefore, if the current request matters are matters which can only be answered by the offline response channel, the optimal response channel of the current request matters is judged to be the offline response channel, and if the current request matters can be carried out in two modes of the offline response channel and the online response channel, the optimal response channel of the current request matters is judged to be the online response channel.
The embodiment is based on two modes of on-line response and off-line response, combines the waiting time and urgency of all waiting matters in the same request matter cluster of the predicted waiting matters, generates a real-time waiting matter queue of an off-line response department corresponding to an on-line response channel or the matter type of the current request matter, realizes reasonable sequencing of all waiting matters of the same request matter cluster, responds to the waiting matters in sequence based on the real-time waiting matter queue, realizes efficient response to owner call requests in a property scene, reduces labor cost in the request response and service decision process in the property scene, breaks through the finite of manual response and decision, can timely and efficiently respond to the call requests of the owners, improves property management effect and improves owner experience.
Example 2:
on the basis of embodiment 1, the request receiving module, referring to fig. 2, includes:
the request receiving sub-module is used for receiving and managing the owner call request in the building in real time based on the digital building manager channel (namely a communication channel for receiving the owner call request and response feedback initiated by the owner);
The item judging sub-module is configured to judge whether a current request item in the owner call request is a request item in a preset property scene (i.e., a range of request items that can be responded to the digital man-machine in the property scene in this embodiment is used), if so, determine an optimal response channel of the current request item, and include the current request item into a to-be-responded item corresponding to the optimal response channel, otherwise, perform non-response feedback on the owner call request corresponding to the current request item (i.e., feedback information that is used for being sent to a sending end of the owner call request and prompting that the corresponding owner center has no obligation to respond to the owner call request).
In this embodiment, the principle or method of determining the optimal response channel is: the offline response channel not only can answer the request matters which can be answered by the online response channel, but also can answer the request matters which can not be answered by the offline response channel, but because the offline response channel is used for manually answering, the offline response channel is used for queuing with high probability, therefore, if the current request matters are matters which can only be answered by the offline response channel, the optimal response channel of the current request matters is judged to be the offline response channel, and if the current request matters can be carried out in two modes of the offline response channel and the online response channel, the optimal response channel of the current request matters is judged to be the online response channel.
This embodiment enables the receipt and validation of owner call requests and the determination of optimal answer access, and the inclusion of current request items contained in the owner call requests into the optimal answer channel.
Example 3:
on the basis of embodiment 1, the duration prediction module, referring to fig. 3, includes:
The item summarizing sub-module is used for summarizing all to-be-responded items belonging to the same response mode (the same response mode is a mode of responding by adopting an on-line response channel or a mode of responding by adopting the same off-line response department in an off-line response channel) with the current request item to obtain the same-genus request item cluster of the current request item;
and the duration prediction sub-module is used for analyzing the predicted processing duration of all to-be-responded items in the same-genus request item cluster of the current request item based on the owner-side historical response record and the item-side historical response record of all to-be-responded items in the same-genus request item cluster of the current request item.
This embodiment completes the construction of the generic request transaction cluster for the current request transaction and the prediction of the required processing time for all of the pending transactions in the generic request transaction cluster.
Example 4:
on the basis of embodiment 3, the transaction summary sub-module includes:
The first summarizing unit is used for carrying out duplicate removal summarizing on all current items to be responded and current request items of the online response channel when the optimal response channel is the online response channel, and obtaining a same-genus request item cluster of the current request items;
And the second summarizing unit is used for determining the item type of the current request item when the optimal response channel is an off-line response channel, and carrying out duplicate removal summarizing on all current to-be-responded items and the current request item of an off-line response department corresponding to the item type of the current request item to obtain the same-genus request item cluster of the current request item.
The embodiment completes the construction of the same-genus request item cluster of the current request item when the optimal response channel is respectively an on-line response channel and an off-line response channel.
Example 5:
on the basis of embodiment 3, the duration prediction submodule includes:
A history request item determining unit, configured to determine all history request items b included in a history response record of a owner side of all to-be-responded items a in the affiliated request item cluster of the current request item (i.e., request items initiated once by the owner who initiates the to-be-responded items a in the affiliated request item cluster);
The average processing time length calculating unit is configured to perform a depolarization process (that is, delete the maximum value and the minimum value in all the history processing time lengths) on the history processing time length of all the history request time lengths included in the event end history response record of each history request event b included in the history response record of the owner end (that is, a request event which is initiated by any owner in the management building and has the same event type as that of a certain history request event b included in the history response record of the owner end) (that is, a processing time length required when the digital man-in-machine in the property scene once processes the history request event c in this embodiment), and take the average value of all the history processing time lengths remaining after the depolarization process as the average processing time length of the corresponding history request event b (that is, an average value of processing time lengths required when the digital man-in-the-property scene once processes the request event b in this embodiment);
The item end deviation ratio calculating unit is configured to use a ratio of a difference value (i.e., a difference value between t1 and t 2) between a history processing time length t1 of each history request item b included in the owner end history response record (i.e., a processing time length required by the digital man-in-machine for the property scene in this embodiment to process the history request item b) and an average processing time length t2 of the corresponding history request item b (i.e., an average value between t1 and t 2) as a processing time length deviation ratio (i.e., a numerical value representing a processing time length required by the digital man-in-machine for the property scene in this embodiment to process the history request item b initiated by the owner) of the corresponding history request item b, as compared with a processing time length required by the digital man-in-machine for the property scene in this embodiment to process the history request item b initiated by other owners;
The owner side deviation ratio calculating unit is configured to average the deviation ratios of the processing durations of all the history request items b included in the corresponding owner side history response records after the deviation ratios of the processing durations of all the history request items b are unbiased (i.e., the maximum value and the minimum value in the deviation ratios of the processing durations of all the history request items b are removed), so as to obtain an average processing duration deviation ratio of the corresponding owner (i.e., a value representing a processing duration required by the digital man-machine in the embodiment for processing request items initiated by the owner in a property scene, and comparing the value with a value of a deviation degree of the processing duration required by processing request items of other owner initiated colleagues;
the predicted processing time length calculation unit is used for calculating the predicted processing time length of each to-be-responded item a in the same-genus request item cluster of the current request item based on the item end historical response record of each to-be-responded item a in the same-genus request item cluster of the current request item and the average processing time length deviation ratio of the corresponding owners.
The embodiment firstly determines the deviation ratio of the historical processing time length of each to-be-responded item a in the same item type of the current request item and other owners, then unbiases and averages all the processing time length deviation ratios of the owners, determines the processing time length deviation ratio (namely average processing time length deviation ratio) which is commonly generated by the owners relative to other owners, and based on the average processing time length deviation ratio and the average processing time length of a plurality of historical request items of the corresponding item type of each to-be-responded item in the same request item cluster, realizes the accurate determination of the prediction processing time length of each to-be-responded item a in the same request item cluster of the current request item.
Example 6:
on the basis of embodiment 5, a prediction processing time length calculation unit includes:
The item-side average duration calculation subunit is configured to perform deskewing on a historical processing duration of all the historical request items d (i.e., a processing duration required by a digital man-machine integrated machine for processing the historical request items d in the property scene in this embodiment) included in an item-side historical response record (i.e., record data of all the responded records including all the historical request items belonging to the same item type as the historical request items a initiated by all owners in a management building) of each to-be-responded item a in the same request item cluster, and average the historical processing duration of each to-be-responded item a in the same request item cluster (i.e., an average processing duration required by a digital man-machine integrated machine for processing the request items belonging to the same item type as the to the property scene initiated by other owners in this embodiment) after removing the maximum and minimum values in the historical processing durations of all the historical request items d;
a predicted processing duration calculating subunit, configured to calculate, based on the deviation ratio of the average processing duration t3 of each to-be-answered item in the same-genus request item cluster of the current request item to the average processing duration of the corresponding owner, the predicted processing duration of each to-be-answered item a in the same-genus request item cluster of the current request item (i.e., the sum of the product of the average processing duration t3 of the to-be-answered item a and the average processing duration deviation ratio of the corresponding owner and the average processing duration t3 of the corresponding to-be-answered item a, as the predicted processing duration of the to-be-answered item a).
The embodiment realizes accurate calculation of the predicted processing time length of each to-be-responded item a in the same request item cluster of the current request item based on the deviation ratio of the average processing time length of each to-be-responded item a in the same request item cluster of the current request item to the average processing time length of the corresponding owner.
Example 7:
on the basis of embodiment 1, an online response module comprises:
The first queue generating sub-module is used for generating a real-time to-be-answered item queue of the on-line answering channel based on the prediction processing duration and the urgency of all to-be-answered items in the same-genus request item cluster of the current request item when the optimal answering channel is the on-line answering channel and the on-line answering channel is currently in an answering state (namely, an on-line answering model of the on-line answering channel is answering other request items);
The first on-line response sub-module is used for controlling an on-line response model of the on-line response channel to sequentially respond to all current to-be-responded items based on the real-time to-be-responded item queue until response feedback (namely feedback information which is sent by a proprietor initiating the to-be-responded item to a digital man-in-machine in a property scene in an embodiment and indicates that the corresponding to-be-responded item is also responded to) of a proprietor of the real-time to-be-responded item queue is obtained based on the digital building manager channel, so that a response result is obtained;
And the second on-line response sub-module is used for controlling the on-line response model of the on-line response channel to respond to the current request item when the optimal response channel is the on-line response channel and the on-line response channel is not in the response state currently, and simultaneously, receiving response feedback of the owners in the management building in real time based on the digital building manager channel, and obtaining a response result when the digital building channel receives the response feedback of the owners corresponding to the current item request.
The embodiment provides a decision mode for efficiently answering the to-be-answered matters in two states when the optimal answer channel is an on-line answer channel and the on-line answer channel is in an answer state and is not in an answer state, namely, in the former case, the answer sequence is determined by considering the urgency degree and the prediction processing time length of all to-be-answered matters in the on-line answer channel to generate a real-time to-be-answered matters sequence, so that the owner call request can be timely and efficiently answered.
Example 8:
on the basis of embodiment 7, the first queue generating sub-module includes:
A first initial decision value calculation unit, configured to determine, when the optimal response channel is an online response channel and the online response channel is currently in a response state, a ratio of a predicted processing duration and a preset processing duration of each to-be-responded item in a cluster of to-be-responded items of the current request item (i.e., a preset maximum processing duration for processing a single to-be-responded item, for example, one month), take a difference value of 1 and the ratio as a first decision value (i.e., a value that is determined by the predicted processing duration and contributes to a value of a final decision value), and take a ratio of an urgency of each to-be-responded item in the cluster of to-be-responded items of the current request item and a preset urgency (i.e., a preset maximum urgency of to-be-responded item, for example, 1) as a second decision value (i.e., a value that is determined by the urgency and contributes to a value of a final decision value);
A first final decision value calculation unit, configured to take, as a sum of a product of a first decision value and a first weight (i.e., a value that is preset to characterize a ratio of the first decision value or the third decision value in the final decision value) of each to-be-responded item in the same-genus request item cluster of the current request item and a product of a second decision value and a second weight value (i.e., a value that is preset to characterize a ratio of the second decision value or the fourth decision value in the final decision value), a final decision value (i.e., a value that is used to determine an order in which each to-be-responded item in the same-genus request item cluster is to be responded (i.e., an order in a real-time to-be-responded item queue)) of each to-be-responded item in the same-genus request item cluster of the current request item;
The first queue generating unit is used for sequencing all to-be-responded items in the same-genus request item cluster of the current request item from large to small according to the final determined value, and obtaining a real-time to-be-responded item queue of the on-line response channel.
The above process performs weighted combination on the predicted processing time length and the emergency degree of all the to-be-responded items in the same request item cluster according to the weight values corresponding to the to-be-responded items, so as to obtain a final determined value for determining the to-be-responded sequence of each to-be-responded item, and a real-time to-be-responded item queue is generated based on the determined value from large to small, so that the to-be-responded sequence is determined according to the emergency degree and the predicted processing time length of the to-be-responded item, and the efficiency and the speed of the to-be-responded item to be responded are ensured.
Example 9:
on the basis of embodiment 1, the offline answer module comprises:
the type determining submodule is used for determining the item type of the current request item when the optimal response channel is an offline response channel;
The second queue generating sub-module is configured to generate a real-time to-be-responded item queue of an offline response department corresponding to an item type of the current request item, based on a prediction processing duration and an urgency of all to-be-responded items in the same-genus request item cluster of the current request item, if the offline response department corresponding to the item type of the current request item is in a response state (i.e., the offline response department corresponding to the item type of the current request item is responding to other request items);
The first offline response sub-module is used for controlling the corresponding offline response department to sequentially respond based on the corresponding real-time to-be-responded item queue (a task allocation instruction is sent to a communication end of the offline response department to control the corresponding offline response department to sequentially respond based on the corresponding real-time to-be-responded item queue), and simultaneously, receiving response feedback of owners in the management building in real time based on the digital building manager channel, and obtaining a response result when the digital building channel receives the response feedback of the owners corresponding to the current item request;
And the second offline response sub-module is used for controlling the offline response department corresponding to the item type of the current request item to respond to the current request item if the offline response department corresponding to the item type of the current request item is not in a response state, simultaneously receiving response feedback of the owners in the management building in real time based on the digital building manager channel, and obtaining a response result when the digital building channel receives the response feedback of the owners corresponding to the current item request.
The embodiment provides a decision mode of efficiently answering the to-be-answered items in two states when the optimal answer channel is an offline answer channel and the offline answer department corresponding to the item type of the current request item is in an answer state and is not in the answer state, namely, in the former case, the answer sequence is determined by considering the urgency degree and the prediction processing time length of all to-be-answered items in the offline answer department corresponding to the item type of the current request item, so that the owner call request can be timely and efficiently answered.
Example 10:
on the basis of embodiment 9, the second queue generating sub-module includes:
A second initial determination value calculation unit, configured to determine, if an offline answer department corresponding to the item type of the current request item is in an answer state, a ratio of a predicted processing duration and a preset processing duration (i.e., a preset maximum processing duration for processing a single item to be answered, for example, one month) of each item to be answered of the offline answer department corresponding to the item type of the current request item, take a difference value of 1 and the ratio as a third determination value (i.e., a value that is determined by the predicted processing duration and contributes to a value of a final determination value), and take a ratio of an urgency degree and a preset urgency degree (i.e., a preset maximum urgency degree of the item to be answered, for example, 1) of each item to be answered of the offline answer department corresponding to the item type of the current request item as a fourth determination value (i.e., a value that is determined by the urgency degree and contributes to a value of a final determination value);
a second final decision value calculation unit, configured to sum a product of a third decision value and a first weight (i.e., a value that is preset to characterize a ratio of the first decision value or the third decision value in the final decision value) of each to-be-responded item of the offline response department corresponding to the item type of the current request item and a product of a fourth decision value and a second weight value (i.e., a value that is preset to characterize a ratio of the second decision value or the fourth decision value in the final decision value), as a final decision value (i.e., a value that is used to determine an order in which each to-be-responded item in the same category request item cluster is to be responded (i.e., an order in a real-time to-be-responded item queue)) of each to-be-responded item of the offline response department corresponding to the item type of the current request item;
And the second queue generating unit is used for sequencing all the to-be-responded items of the off-line response department corresponding to the item type of the current request item from large to small according to the final determined value, and obtaining a real-time to-be-responded item queue of the off-line response department corresponding to the item type of the current request item.
The above process performs weighted combination on the predicted processing time length and the emergency degree of all the to-be-responded items in the same request item cluster according to the weight values corresponding to the to-be-responded items, so as to obtain a final determined value for determining the to-be-responded sequence of each to-be-responded item, and a real-time to-be-responded item queue is generated based on the determined value from large to small, so that the to-be-responded sequence is determined according to the emergency degree and the predicted processing time length of the to-be-responded item, and the efficiency and the speed of the to-be-responded item to be responded are ensured.
It will be apparent to those skilled in the art that various modifications and variations can be made to the present invention without departing from the spirit or scope of the invention. Thus, it is intended that the present invention also include such modifications and alterations insofar as they come within the scope of the appended claims or the equivalents thereof.
Claims (5)
1. The utility model provides a digital man all-in-one under to property scene which characterized in that includes:
the request receiving module is used for determining an optimal response channel of a current request item in a call request of an owner in a management building, which is received in real time, and incorporating the current request item into a to-be-responded item corresponding to the optimal response channel;
the time length prediction module is used for determining a affiliated request item cluster of the current request item, and analyzing the prediction processing time length of all to-be-responded items in the affiliated request item cluster of the current request item based on the owner-end historical response record and the item-end historical response record of all to-be-responded items in the affiliated request item cluster of the current request item;
the on-line response module is used for generating a real-time to-be-responded item queue of the on-line response channel based on the predicted processing time and the urgency of all to-be-responded items in the same request item cluster of the current request item when the optimal response channel is the on-line response channel, and controlling the on-line response model to sequentially respond all to-be-responded items in the real-time to-be-responded item queue to obtain a response result;
the off-line response module is used for generating a real-time to-be-responded item queue of an off-line response department corresponding to the item type of the current request item based on the predicted processing time and the urgency of all to-be-responded items in the same request item cluster of the current request item when the optimal response channel is the off-line response channel, and controlling the off-line response department of each item type to sequentially respond to all to-be-responded items contained in the corresponding real-time to-be-responded item queue to obtain a response result;
Wherein, the offline answer module includes:
the type determining submodule is used for determining the item type of the current request item when the optimal response channel is an offline response channel;
The second queue generating sub-module is used for generating a real-time to-be-responded item queue of the offline response department corresponding to the item type of the current request item based on the predicted processing time length and the urgency of all to-be-responded items in the same-genus request item cluster of the current request item if the offline response department corresponding to the item type of the current request item is in a response state;
the first offline response sub-module is used for controlling the corresponding offline response department to sequentially respond based on the corresponding real-time to-be-responded item queue, and simultaneously, receiving response feedback of owners in the management building in real time based on the digital building manager channel, and obtaining a response result when the digital building channel receives the response feedback of the owners corresponding to the current item request;
The second offline response sub-module is used for controlling the offline response department corresponding to the item type of the current request item to respond to the current request item if the offline response department corresponding to the item type of the current request item is not in a response state, and simultaneously receiving response feedback of the owners in the management building in real time based on the digital building manager channel, and obtaining a response result when the digital building channel receives the response feedback of the owners corresponding to the current item request;
wherein the second queue generating sub-module comprises:
The second initial determination value calculation unit is configured to determine a ratio of a predicted processing duration to a preset processing duration of each item to be responded of the offline response department corresponding to the item type of the current request item, and take a difference between 1 and the ratio as a third determination value, and take a ratio of an emergency degree of each item to be responded of the offline response department corresponding to the item type of the current request item to a preset emergency degree as a fourth determination value, if the offline response department corresponding to the item type of the current request item is in a response state;
a second final decision value calculation unit, configured to take the sum of the product of the third decision value and the first weight of each item to be responded of the offline response department corresponding to the item type of the current request item and the product of the fourth decision value and the second weight as the final decision value of each item to be responded of the offline response department corresponding to the item type of the current request item;
And the second queue generating unit is used for sequencing all the to-be-responded items of the off-line response department corresponding to the item type of the current request item from large to small according to the final determined value, and obtaining a real-time to-be-responded item queue of the off-line response department corresponding to the item type of the current request item.
2. The all-in-one digital personal machine for use in a property setting of claim 1, wherein the request receiving module comprises:
a request receiving sub-module for receiving and managing the owner call request in the building in real time based on the digital building manager channel;
And the item judging sub-module is used for judging whether the current request item in the owner call request is the request item in the preset property scene, if so, determining the optimal response channel of the current request item, and incorporating the current request item into the to-be-responded item corresponding to the optimal response channel, otherwise, carrying out non-response feedback on the owner call request corresponding to the current request item.
3. The all-in-one digital man machine for property scenes according to claim 1, wherein the duration prediction module comprises:
the event summarizing sub-module is used for summarizing all to-be-responded events belonging to the same response mode with the current request event and the current request event to obtain a same-genus request event cluster of the current request event;
and the duration prediction sub-module is used for analyzing the predicted processing duration of all to-be-responded items in the same-genus request item cluster of the current request item based on the owner-side historical response record and the item-side historical response record of all to-be-responded items in the same-genus request item cluster of the current request item.
4. The all-in-one digital personal machine for use in a property setting of claim 3, wherein the transaction summary sub-module comprises:
The first summarizing unit is used for carrying out duplicate removal summarizing on all current items to be responded and current request items of the online response channel when the optimal response channel is the online response channel, and obtaining a same-genus request item cluster of the current request items;
And the second summarizing unit is used for determining the item type of the current request item when the optimal response channel is an off-line response channel, and carrying out duplicate removal summarizing on all current to-be-responded items and the current request item of an off-line response department corresponding to the item type of the current request item to obtain the same-genus request item cluster of the current request item.
5. The all-in-one digital personal computer for use in a property setting of claim 1, wherein the on-line response module comprises:
The first queue generating sub-module is used for generating a real-time to-be-answered item queue of the on-line answering channel based on the prediction processing duration and the urgency of all to-be-answered items in the same-genus request item cluster of the current request item when the optimal answering channel is the on-line answering channel and the on-line answering channel is currently in an answering state;
the first on-line response sub-module is used for controlling an on-line response model of the on-line response channel to sequentially respond to all current to-be-responded items based on the real-time to-be-responded item queue until response feedback of owners of all to-be-responded items in the real-time to-be-responded item queue is obtained based on the digital building manager channel, and a response result is obtained;
And the second on-line response sub-module is used for controlling the on-line response model of the on-line response channel to respond to the current request item when the optimal response channel is the on-line response channel and the on-line response channel is not in the response state currently, and simultaneously, receiving response feedback of the owners in the management building in real time based on the digital building manager channel, and obtaining a response result when the digital building channel receives the response feedback of the owners corresponding to the current item request.
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| US5905814A (en) * | 1996-07-29 | 1999-05-18 | Matsushita Electric Industrial Co., Ltd. | One-dimensional time series data compression method, one-dimensional time series data decompression method |
| CN113192560A (en) * | 2021-03-02 | 2021-07-30 | 郑州大学第一附属医院 | Construction method of hepatocellular carcinoma typing system based on iron death process |
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| US5905814A (en) * | 1996-07-29 | 1999-05-18 | Matsushita Electric Industrial Co., Ltd. | One-dimensional time series data compression method, one-dimensional time series data decompression method |
| CN113192560A (en) * | 2021-03-02 | 2021-07-30 | 郑州大学第一附属医院 | Construction method of hepatocellular carcinoma typing system based on iron death process |
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