WO2015101143A1

WO2015101143A1 - Method and system for converting error message into error prompt

Info

Publication number: WO2015101143A1
Application number: PCT/CN2014/093407
Authority: WO
Inventors: Yinbo SONG; Jiayou LU; Wenjing Zhang
Original assignee: Tencent Technology (Shenzhen) Company Limited
Priority date: 2013-12-30
Filing date: 2014-12-09
Publication date: 2015-07-09
Also published as: CN104750747B; CN104750747A

Abstract

The present invention provides a method for converting an error message into an error prompt. The method includes: receiving an error message, by an error analysis system, from a front-end system; obtaining, by the error analysis system, mapping logic for the error message from a management terminal; mapping, by the error analysis system, the error message according to the mapping logic to obtain a mapping relationship for the error message; converting, by the error analysis system, the error message into a corresponding error prompt based on the mapping relationship; and returning the corresponding error prompt to the front-end system.

Description

METHOD AND SYSTEM FOR CONVERTING ERROR MESSAGE INTO

ERROR PROMPT

BACKGROUND

Technical Field

The present invention relates to the field of computer technologies, and in particular, to a method and a system for converting an error message into an error prompt.

Related Art

In an application system including a front-end system and a back-end system, a user performs some operations, such as submitting an order and completing payment, by sending a request to the front-end system. The front-end system receives a request from the user, and sends the request to the back-end system for processing. The back-end system then returns a processing result to the front-end system, which then sends the processing result to the user. When errors occur, the back-end system generates various error messages. For example, when processing a payment, the back-end system may find that the user does not have sufficient money in the user's account and may generate an error message related to insufficient balance. Error messages are generally generated based on internal configuration and may include internal system information. The error messages are generally incomprehensible to the user.

It is known to map the error message to a user-comprehensible error prompt based on an error code returned by the back-end system. The front-end system then converts the error code into a corresponding error prompt. However, an accurate error prompt cannot be obtained if the back-end system sends back mixed error codes, shared error codes, or incorrect error codes. In this situation, a default and/or vague error message, instead, is sent to the user, which does not help the user to understand what causes the error.

SUMMARY

Based on this, to solve the technical problem in the traditional technology that mapping can only be performed based on an error code, it is necessary to provide a method and a system for converting an error message into an error prompt, in which mapping can be performed based on various types of content in error message, so that a probability of default error message or fuzzy error message can be reduced.

In one aspect, a method for converting an error message into an error prompt is provided. The method includes: receiving an error message, by an error analysis system that includes a processor and a non-transitory computer readable storage medium, from a front-end system; obtaining, by the error analysis system, mapping logic for the error message from a management terminal; mapping, by the error analysis system, the error message according to the mapping logic to obtain a mapping relationship for the error message; converting, by the error analysis system, the error message into a corresponding error prompt based on the mapping relationship; and returning the corresponding error prompt to the front-end system.

In another aspect, a system for converting an error message into an error prompt is provided. The system includes a processor and a non-transitory computer readable storage medium and is configured as a receiving module, configured to receive error messages reported by a front-end system; an obtaining module, configured to obtain mapping logic for the error messages; a mapping module, configured to map the error messages according to the mapping logic to obtain a mapping relationship for each of the error messages; and a mapping module, configured to map the error messages to corresponding error prompts according to the mapping relationships corresponding to the error messages, and return the error prompts to the front-end system.

In still another aspect, a method for converting an error message into an error prompt is provided. The method includes: receiving error message of which mapping is requested by a front-end system; obtaining pre-stored mapping logic corresponding to the error message; mapping the error message with a predetermined mapping relationship according to the mapping logic, to obtain a mapping relationship for the error message; mapping the error message to a corresponding error prompt according to the mapping relationship for the error message, and returning the error prompt obtained by mapping to the front-end system; and reporting the received error message.

In still another aspect, a system for converting an error message into an error prompt is provided. The system includes an error mapping unit, where the error mapping unit includes: a request receiving module, configured to receive error message of which mapping is requested by a front-end system; an obtaining module, configured to obtain mapping logic for the error message; a mapping module, configured to map the error message with a predetermined mapping relationship according to the mapping logic, to obtain a mapping relationship for the error message; a mapping module, configured to map the error message to a corresponding error prompt according to the mapping relationship for the error message, and return the error prompt obtained by mapping to the front-end system; and a reporting module, configured to report the received error message.

In the foregoing method and system for converting an error message into an error prompt, mapping logic corresponding to the error message is obtained, and the error message is mapped according to the mapping logic, thereby obtaining a mapping relationship for the error message. The error message is then mapped to an error prompt according to the mapping relationship for the error message. Multiple mapping relationships may be predetermined. Therefore, when error message can be successfully mapped based on a mapping relationship, the corresponding error prompt thus obtained is more relevant to the reasons of errors. The mapping is not solely based on an error code.

Mapping can be performed based on content/description in the error message, thereby reducing the opportunities of sending out a default error message or fuzzy error message, and improving accuracy in the mapping/conversion.

BRIEF DESCRIPTION OF THE DRAWINGS

The disclosure will become more fully understood from the detailed description given herein below for illustration only, and thus are not limitative of the disclosure, and wherein:

FIG. 1 is a diagram of application environment of a method for converting an error message into an error prompt according to an embodiment;

FIG. 2 is a schematic flowchart of a method for converting an error message into an error prompt according to an embodiment;

FIG. 3 is a schematic flowchart of configuring an error message according to an embodiment;

FIG. 4 is a structural block diagram of a system for converting an error message into an error prompt according to an embodiment;

FIG. 5 is a structural block diagram of a system for converting an error message into an error prompt according to another embodiment;

FIG. 6 is a structural block diagram of a system for converting an error message into an error prompt according to still another embodiment;

FIG. 7 is a structural block diagram of a mapping module according to an embodiment;

FIG. 8 is a diagram of application environment of a method for converting an error message into an error prompt according to another embodiment;

FIG. 9 is a schematic flowchart of a method for converting an error message into an error prompt according to another embodiment;

FIG. 10 is a schematic flowchart of configuring error message according to another embodiment;

FIG. 11 is a schematic structural diagram of a system for converting an error message into an error prompt according to an embodiment;

FIG. 12 is a schematic structural diagram of a system for converting an error message into an error prompt according to another embodiment;

FIG. 13 is a schematic structural diagram of a configuration unit according to an embodiment; and

FIG. 14 is a schematic structural diagram of a mapping module according to an embodiment.

DETAILED DESCRIPTION

To make the objective, technical solutions, and advantages of the present invention more comprehensible, the present invention is further described in detail in the following with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely intended for explaining the present invention rather than limiting the present invention.

Unless particularly and clearly described herein, the numbers of elements and components in the present invention may be one or more, depending on applications. Although steps in the present invention are arranged according to a particular order, the present invention is not limited to that order unless a step is explicitly described to be performed before or after another step. It can be understood that the term "and/or" used in this specification relates to and covers one of or any and all possible combinations of more than one of related listed items.

A method for converting an error message into an error prompt according to an embodiment of the present invention may be applied in the environment shown in FIG. 1. Referring to FIG. 1, a user terminal 102 performs an operation by sending a request to a front-end system 1. After receiving the request from the user terminal 102, the front-end system 1 sends the request to a back-end system 2 for processing, and then returns a processing result processed by the back-end system 2 to the user terminal 102. The front-end system 1 may receive various types of error messages from the back-end system 2 when the back-end system 2 encounters errors in processing the request. The error messages are generally incomprehensible to users, and may include some internal system information. Therefore, the error messages need to be converted into error prompts comprehensible to users before being sent to the user terminal 102.

Upon receipt of the error messages from the back-end system 2, the front-end system 1 may report error messages to an error analysis system 3 for conversion. The error analysis system 3 may include a processor and a non-transitory computer readable storage medium. The error analysis system 3 is configured to convert the error messages into error prompts and then returns the error prompts to the front-end system 1. The front-end system 1 then sends the error prompts to the user terminal 102, which displays the error prompts to the users.

The error analysis system 3 communicates with the front-end system 1, a customer complaint management system 5, and a configuration system 4. The error analysis system 3 collects all error messages from the front-end system 1, performs text analysis of the error messages, and obtains statistics of the error messages. The error analysis system 3 sends the problematic error messages to a configuration system 4, which is an operation interface between the error analysis system 3 and a management terminal 104. The configuration system 4 receives and displays the problematic error messages received from the error analysis system 3 to the management terminal 104. The management terminal 104 may preferentially configure the problematic error messages, generate mapping logic and output the mapping logic to the configuration system 4. The configuration system 4 receives the mapping logic and then sends the mapping logic to the error analysis system 3 for storage. The error analysis system 3 may then convert the error messages to error prompts according to the mapping logic.

In addition, the customer terminal 106 may be optionally provided to record and report customer complaints to the error analysis system 3 through the customer complaint management system 5. The customer complaints may be in the form of error messages and error codes and may be further sent to the management terminal 104 through the configuration system 4 so that the management terminal 104 can have a better understanding of the complaints and the corresponding error messages and error codes, thereby helping the management terminal 104 to better configure the problematic error codes.

As shown in FIG. 2, a method for converting an error message into an error prompt according to an embodiment is provided. The method starts with receiving, by the error analysis system 3, an error message from a front-end system in step 202.

The error message includes, but is not limited to, a service dimension, an error code, and an error description. The service dimension indicates a type of a service request, and may correspond to an identifier for a device (such as a back-end system) that processes the service request. In other words, the identifier identifies the origin (e.g., the back-end system) of the error messages.

Next, the error analysis system 3 obtains mapping logic for the error message from the configuration system 4 in step 204. The mapping logic for a particular error message may be pre-configured and stored in the error analysis system 3. The mapping logic for a particular error message includes multiple mapping rules. As an example, the mapping logic for a particular error message may include the following rules:

(1) Error-code-based perfect mapping is performed first.

When it is determined that a predetermined error code is contained in the error message, the error message is mapped to a predetermined error prompt corresponding to the predetermined error code.

(2) Error-description-based perfect mapping is then performed if the error-code-based perfect mapping is unsuccessful. When it is determined that the error message includes an error description, and if the error description is exactly the same as a predetermined error description, the error message is mapped to a predetermined error prompt corresponding to the predetermined error description.

More mapping rules may be provided in the mapping logic so that an error message can be properly mapped to a predetermined error prompt.

Next, the error analysis system 3 maps the error message to an error prompt according to the mapping logic, in order to obtain a mapping relationship for the particular error message in step 206.

In the example described above, if an error prompt can be obtained based on the error-description-based perfect mapping rule, the mapping relationship for the particular error message is the relationship between the predetermined error description and the predetermine error prompt.

Thereafter, the error analysis system 3 converts the error message into a corresponding error prompt according to the mapping relationship for the particular error message, and sends the error prompt based on the conversion/mapping relationship to the front-end system in step 208.

A mapping relationship generally includes a predetermined mapping condition and a corresponding error prompt. The error message is converted into the corresponding error prompt based on the mapping relationship. For example, in an error-description-based perfect mapping, a mapping relationship includes a predetermined error description and a corresponding predetermined error prompt. When an error description is "insufficient balance," and the corresponding error prompt is "you have insufficient balance in your account, so please submit your payment again after adding money to your account". When the mapping is successful, the error message is converted into a corresponding error prompt, which is then sent to the front-end system for displaying to a user.

In the present application, the error analysis system 3 stores multiple mapping relationships, which are not solely based on error codes as typically provided in a prior art method. Instead, mapping can be performed based on error codes as well as content/description in the error message, thereby resulting in more accurate mapping/converting and reducing the opportunities of sending a default, vague error prompt, which is generally not easily understandable, to the front-end system 1 and then to the user terminal 102.

Step 208 may further include at least one of the following steps: (1) if the error message includes a predetermined error code, mapping the error message based on the predetermined error code; (2) if an error description in the error message only includes predetermined error description, mapping the error message based on the predetermined error description; (3) if the error message includes any predetermined combination of at least two of a predetermined service dimension, a predetermined error code, and a predetermined error description, mapping the error message based on the combination; (4) if the error message includes a predetermined word, mapping the error message based on the predetermined word; and (5) if the error message includes a predetermined keyword or a combination of predetermined keywords, mapping the error message based on predetermined keyword or the predetermined combination of predetermined keywords.

Referring to FIG. 3, a method for converting an error message into an error prompt according to another embodiment of the present invention further includes steps for preferentially configuring the problematic error messages. Specifically, the method further includes performing text analysis for the error message received from the front-end system, obtain statistics of the error message, and generate configuration priority levels for the error messages in step 302. This step may further include: generating a configuration priority level for the error messages based on the number of times a particular error code and/or error description appears in the error messages received by the error analyzing system 3 within a predetermined period of time. The more frequent a particular error code and/or error description appears in the error messages received from the error analyzing system 3, the more problematic the error code and/or error description is, the higher the configuration priority level is for the particular error message.

According to the number of times that a particular error code and/or a particular error description appears in the error messages received by the error analyzing system 3 within a predetermined period of time (such as in a day, a week, a month, or another time range), the error message may be arranged in a descending order by the configuration system 4.

Next, the configuration system 4 displays the error messages according to a descending order of the configuration priority levels in step 304. Because the error messages are arranged in a descending order of the configuration priority levels, the most problematic error messages are arranged in the front, thereby allowing the management terminal 104 to configure the most problematic error messages first.

Thereafter, the management terminal 104 receives and identifies the error messages that need to be configured and outputs mapping logic for the error messages that need to be configured to the configuration system 4 in step 306.

The management terminal 104 may receive error message that needs to be configured through the operation interface, and input corresponding mapping logic to the configuration system 4. Therefore, the configuration system 4 can receive the mapping logic for the error messages that need to be configured and submit the mapping logic to the error analysis system 3 for storage.

Because the error messages may be preferentially configured according to a configuration priority level of the error messages, the management terminal 104 has flexibility in configuring the mapping logic for the error messages according to needs. Therefore, the error analysis system 3 can properly select an error prompt from a group of possible error prompts that is more close to the reasons of the error based on the mapping rules in the mapping logic and then converts the error message into an error prompt, thereby improving accuracy in converting an error message into an error prompt.

Referring back to FIG. 1, the configuration system 4 may also obtain statistics of the error codes and frequency of the error codes that are reported from the customer complaint management system 5. The configuration system 4 then ranks the error codes and corresponding error messages based on number and frequency of complaints. Therefore, the management terminal 104 may preferentially configure the error codes and corresponding error messages that have the highest complaint frequency and configure the error messages.

The customer complaint management system 5 gathers and receives customer complaints and records the error codes contained in the reported complaints. The configuration system 4 may display the error codes included in the customer complaints, so that the management terminal 104 may click the error code to obtain complaint and processing information corresponding to the error code from the customer complaint management system 5. The management terminal 104 can learn why a complaint is filed against the error code, and check the problem- solving process, thereby optimizing the configuration.

Because the most problematic error messages have priority over other error message in terms of configuration, business staff can preferentially configure the most problematic error messages in time. To view complaint and processing information corresponding to an error code in the error message can assist the business staff in optimally configuring the mapping logic.

The mapping logic for mapping a particular error message into an error prompt may include multiple mapping rules, such as, for example, perfect mapping rules, hard mapping rules, and soft mapping rules. Perfect mapping rules include error-code-based perfect mapping, error-description-based perfect mapping, and combination-based perfect mapping. The various mapping rules can be summarized below:

(1) According to the error-code-based perfect mapping rule, the error message is mapped to a corresponding predetermined error prompt based on an error code if a predetermined error code appears in the error message.

(2) According to the error-description-based perfect mapping rule, the error message is mapped to a corresponding predetermined error prompt based on an error description in the error message if the error message includes a predetermined error description,.

(3) According to the combination-based perfect mapping, if the error message includes any predetermined combination of at least two of a predetermined service dimension, a predetermined error code, and a predetermined error description, the error message is mapped to a corresponding predetermined error prompt. For example, a predetermined combination is a combination of a predetermined error code and predetermined error description, and if the predetermined error code and the predetermined error description are contained in the error message, the error message is mapped to a corresponding predetermined error prompt.

(4) According to a hard mapping rule, if an error message includes a predetermined word, the error message is mapped to a corresponding predetermined error prompt.

(5) According to a soft mapping rule, if an error message includes a predetermined keyword or a combination of predetermined keywords, the error message is mapped to a corresponding predetermined error prompt. A combination of predetermined keywords may be a combination including multiple predetermined keywords arranged in a certain order. For example, if the error message includes predetermined keywords "balance" and "insufficient" or "balance", and when these keywords appear in this order in the error message, the error message is mapped to an error prompt "you have insufficient balance in your account, so please submit your payment after adding sufficient money to your account".

It can be understood that a perfect mapping rule is a precise mapping, and both a hard mapping rule and a soft mapping rule are fuzzy mapping. The soft mapping rule may be configured to be a fuzzier mapping rule than the hard mapping rule. Soft mapping rules may include ordinary soft mapping rules and default soft mapping rules. The mapping logic for the error message may include a set of default soft mapping rules. When the perfect mapping rules, hard mapping rules, and ordinary soft mapping rules in the mapping logic all fail, the set of default soft mapping rules may be used for mapping. Usually, the set of default soft mapping rules include a universal mapping rule, which is the fuzziest mapping.

It is understood that the mapping logic for different error messages may not be the same and may include different mapping rules, or may include the same mapping rules but in a different mapping order depending on the conditions of the error and the particular problem. For example, the mapping logic for a particular error message is configured as follows: a predetermined error-code-based perfect mapping is performed first; if the mapping is unsuccessful, a predetermined error-description-based perfect mapping is performed; if the mapping is still unsuccessful, a predetermined combination-based perfect mapping is performed; if the mapping is still unsuccessful, a predetermined hard mapping is performed; and if the mapping is still unsuccessful, a predetermined soft mapping is performed until mapping is successful.

Because the mapping logic for a particular error message includes multiple predetermined mapping rules, and the mapping rules may be flexibly arranged to have different mapping order for optimal mapping according to actual problems. To convert an error message into an error prompt according to the mapping logic, mapping may be performed in a predetermined mapping order, so that a group of mapping rules that are most relevant to the error message can be obtained. Besides, an error prompt thereby obtained is more relevant to the real problem. Therefore, an error message can be more accurately converted into an error prompt, thereby preventing disclosure of internal system information, and improving mapping accuracy and reducing the opportunities of sending a default, fuzzy error prompt to the users.

Referring to FIG. 4, a system for converting an error message into an error prompt is further provided according to an embodiment of the present application. The system includes a receiving module 402, an obtaining module 404, a mapping module 406, and a converting module 408. The receiving module 402 is configured to receive error message reported by a front-end system. The obtaining module 404 is configured to obtain mapping logic corresponding to the error message. The mapping module 406 is configured to map the error message according to the mapping logic to obtain a mapping relationship for the error message. The converting module 408 is configured to convert the error message into a corresponding error prompt based on the mapping relationship, and return the obtained error prompt to the front-end system.

Referring to FIG. 5, the system for converting an error message into an error prompt according to an embodiment of the present application is similar to that of FIG. 4 except that it further includes: a statistics collection module 403 configured to perform text analysis and statistics collection for received error message, and generate configuration priority levels for the error message; a display module 405 configured to display the error message according to a descending order of the configuration priority levels; and a configuration module 407 configured to receive specified error message that needs to be configured and mapping logic for the error message.

In an embodiment, the statistics collection module 402 is configured to generate a configuration priority level for the error message based on the number of times that an error code and/or error message appears in the received error messages within a predetermined time range. The greater the number of appearance times is, the higher the configuration priority level is for the error message.

In another embodiment, the statistics collection module 402 is configured to generate a configuration priority level for the error message based on times and frequency of the complaints for an error code included in received error messages. The higher the complaint frequency is, the higher the configuration priority level is for the error message.

In an embodiment, the statistics collection module 402 may be further configured to generate a configuration priority level for the error message, based on both the number of times that an error code and/or error message are being reported within a predetermined period of time and the complaint frequency for the error code being reported. The greater the number of appearance times is and the higher the complaint frequency is, the higher the configuration priority level is.

In other embodiments, the statistics collection module 402 may be further configured to extract common error description for a number of similar error messages that are reported within a period of time, and then generate a configuration priority level for the error messages, based on the amount of the common error description. The greater the amount of the common error message is, the higher the configuration priority level is for the error message including the common error description.

In an embodiment, as shown in FIG. 6, the system for converting an error message into an error prompt is similar to that of FIG. 5 except that it further includes: a viewing module 410, configured to receive a viewing instruction of a registered complaint error code included in the error message, and obtain complaint and processing information corresponding to the recorded complaint error code corresponding to the viewing instruction. In this embodiment, the display module 405 is further configured to display the obtained complaint and processing information.

Further, in an embodiment, as shown in FIG. 7, the mapping module 406 includes an error-code-based perfect mapping module 416, an error-description-based perfect mapping module 426, a combination-based perfect mapping module 436, a hard mapping module 446, and a soft mapping module 456.

The error-code-based perfect mapping module 416 is configured to map the error message based on the predetermined error code, if the error message includes a predetermined error code. The error-description-based perfect mapping module 426 is configured to map the error message based on a predetermined error description, if the error description in the error message only includes the predetermined error description. The combination-based perfect mapping module 436 is configured to map the error message based on a predetermined combination if the error message includes any predetermined combination of at least two of a predetermined service dimension, a predetermined error code, and predetermined error message. The hard mapping module 446 is configured to map the error message based on a predetermined word, if the error message includes the predetermined word. The soft mapping module 456 is configured to map the error message based on a predetermined keyword, if the error message includes the predetermined keyword or a combination of predetermined keywords.

Referring to FIG. 8, a method for converting an error message into an error prompt according to another embodiment of the present invention may be applied in environment shown in FIG. 8. A user terminal 802 performs an operation by sending a request to a front-end system 10. After receiving the request from the user terminal 802, the front-end system 10 invokes a back-end system 20 to perform processing, and then returns a processing result from the back-end system 20 to the user terminal 802. The front-end system 10 may receive various types of error messages generated by the back-end system 20 when the back-end system 20 processes the request. The error messages are generally incomprehensible to users, and may include some internal system information. Therefore, the error messages need to be converted into error prompts comprehensible to users.

The front-end system 10 may request mapping of an error message from an error conversion agent 30. The error conversion agent 30 pre-stores mapping logic for the error message. Therefore, the error conversion agent 30 may map the error message based on a mapping relationship in the mapping logic for the error message, and convert the error message into a corresponding error prompt based on the mapping relationship for the error message. Then the error conversion agent 30 may return the error prompt obtained by conversion to the front-end system 10.

Further, the error conversion agent 30 may report received error messages to an error analysis system 40. Certainly, the error message may also be reported to the error analysis system 40 by the front-end system 10. The error analysis system 40 receives the reported error message, and performs text analysis and statistics collection for the error messages, and then the most problematic error messages may be configured by a configuration system 50. The configuration system 50 provides a management terminal 804 with an operation interface used for displaying problematic error messages. The management terminal 804 may preferentially configure the problematic error messages by using the operation interface. The configuration system 50 receives mapping logic for the error message from the management terminal 804, and submits the mapping logic to the error analysis system 40. The error analysis system 40 forwards the corresponding mapping logic to the error conversion agent 30.

Further, a customer service terminal 806 may record error codes for complaint cases by using a customer complaint management system 60. Therefore, the customer complaint management system 60 stores complaint and processing information corresponding to the reported and recorded complaint error codes. After the error message is displayed by using the configuration system 50, the complaint and processing information corresponding to the registered complaint error codes may be further obtained from the customer complaint management system 60 and displayed, so that the management terminal 804 can have an overall understanding of the complaint cases and the associated error codes to facilitate configuration.

It can be understood that the error conversion agent 30 may be disposed at a front end, and the error analysis system 40 may be disposed at a back end to improve the mapping efficiency. The management terminal 804 may periodically and preferentially configure the problematic error messages, and the error analysis system 40 may periodically forward new mapping logic to the error conversion agent 30.

As shown in FIG. 9, a method for converting an error message into an error prompt according to an embodiment is provided. The method includes:

Step 902: Receive an error message of which mapping is requested by a front-end system.

With reference to FIG. 8, all error messages reported by the front-end system may be received by using the error conversion agent 30. An error message may include a service dimension, an error code, error description, among others. The service dimension is used to indicate a service request of a certain type, and may correspond to an identifier of a back-end system processing a service request of this type (that is, an identifier of a back-end system that reports an error).

Step 904: Obtain pre-stored mapping logic for the error message.

Mapping logic for error messages may be pre-configured and stored in the error conversion agent 30. The mapping logic includes multiple mapping rules for mapping error messages based on a predetermined mapping relationship.

Step 906: Map the error message according to the mapping logic to obtain a mapping relationship for the error message.

Step 908: Convert the error message into a corresponding error prompt according to the mapping relationship for the error message, and return the error prompt obtained by conversion to the front-end system.

Because a mapping relationship includes a predetermined mapping condition and a corresponding error prompt, error message is mapped to the corresponding error prompt based on the mapping relationship. For example, in error-description-based perfect mapping, a mapping relationship includes predetermined error message and a corresponding predetermined error prompt, for example, the corresponding error message is "the balance is insufficient", and the error prompt is "the balance in your account is insufficient, so please try payment again after adding sufficient money to your account". After mapping is successful, the error message is mapped to a corresponding error prompt. The error prompt obtained by mapping is returned to the front-end system, and the front-end system displays the error prompt to a user.

Because multiple mapping relationships may be predetermined, when error message can be successfully mapped based on a mapping relationship, it means that the error message can be converted into an error prompt more relevant to the reason of error based on the mapping relationship. The mapping is not solely based on an error code as typically did in a prior art method. Mapping can be performed based on various types of information in the error messages, thereby reducing the opportunities of sending default vague/fuzzy error message to the user and improving mapping accuracy.

Step 910: Report the received error message. With reference to FIG 8, the error conversion agent 30 may report the received error message to the error analysis system 40 for statistical analysis.

In an embodiment, in the method for converting an error message into an error prompt provided by the embodiment of the present invention, the problematic error messages may be further preferentially configured. As shown in FIG. 10, the method further includes:

Step 1002: Receive reported error messages.

Step 1004: Perform text analysis and statistics collection for the received error message, and generate configuration priority levels for the error messages.

Step 1006: Display the error messages in a descending order of the configuration priority levels.

Step 1008: Receive specified error messages that need to be configured and mapping logic for the error messages, and forward and store the mapping logic for the error messages that need to be configured.

With reference to FIG. 8, the configuration system 50 may provide an operation interface used for displaying the error message. The error messages may be arranged in a descending order of the configuration priority levels, so that the problematic error messages are arranged in the front, thereby facilitating the management terminal 804 to preferentially configure the most problematic error messages.

The management terminal 804 may specify, by using the operation interface, error messages that need to be configured, and input corresponding mapping logic. The configuration system 50 can receive the mapping logic for the error messages that need to be configured and submit the mapping logic to the error analysis system 40. The error analysis system 40 forwards the mapping logic for the error messages to the error conversion agent 30 for storage.

Because the error messages may be preferentially configured according to a configuration priority level of the error messages, the management terminal 804 may flexibly configure the mapping logic for the error messages according to needs, and may periodically and preferentially forward the mapping logic to the error conversion agent 30. Therefore, a group of error prompts that are most relevant to the reasons of errors can be found based on a group of mapping rules, thereby further improving accuracy in converting an error message into an error prompt.

In an embodiment, step 1004 includes: generating a configuration priority level for the error messages, based on the number of times that an error code and/or error description included in the received error messages appears within a predetermined period of time. The greater the number of appearance times is, the higher the configuration priority level is for the error message. _4, * ₊

Accoraing ιο me number or times that the error code and/or the error descripnon appears in the error messages within the predetermined time range (such as a previous day, this week, this month, or another time range), the error message may be arranged in a descending order by using the configuration system 50.

In another embodiment, step 1004 includes: generating a configuration priority level for the error message, according to complaint frequency corresponding to an error code included in received error message, where the higher the complaint frequency is, the higher the configuration priority level is for the error message.

With reference to FIG. 8, because error codes of complaint cases may be pre-recorded by using the customer complaint management system 60, complaint frequency of the error codes may be obtained by collecting statistics. A list is generated in the configuration system 50, and in the list, error message is arranged in a descending order according to complaint frequency of the error codes, thereby facilitating the management terminal 804 to preferentially configure error message that has higher complaint frequency.

In an embodiment, a configuration priority level for the error message may also be generated according to both the number of times that an error code and/or error description included in the received error message appears within a predetermined period of time and complaint frequency corresponding to the error code included in received error message, where the greater the number of time it appears, the higher the complaint frequency is, the higher the configuration priority level is.

In other embodiments, for a number of similar error messages that appear within a predetermined period of time, common error description may be extracted, and then a configuration priority level for the error messages is generated according to the amount of the common error description, where the greater amount of the common error description is, the higher the configuration priority level is for the error message including the common error description.

In an embodiment, after the step of displaying the error message according to a descending order of the configuration priority levels, the method further includes: receiving a viewing instruction of a registered complaint error code included in the error message; obtaining complaint and processing information corresponding to the registered complaint error code corresponding to the viewing instruction; and displaying the obtained complaint and processing information.

Referring to FIG. 8, the customer complaint management system 60 records error codes of complaint cases and the recorded error codes in the error messages for the complaints are displayed on the configuration system 50. An operator at the management terminal 804 may click the error code to obtain complaint and processing information associated with the recorded error codes reported from the customer complaint management system 60 and obtains the complaint and processing information, thereby facilitating the operator and the management terminal 804 to learn why a complaint is filed against the error code and a problem solving process and conclusion and to improve configuration of the mapping logic.

Because the problematic error messages have a higher configuration priority level, business staff can preferentially configure the most problematic error messages in time. To view complaint and processing information corresponding to an error code in the error message can assist the business staff in optimally configuring the mapping logic.

Mapping logic for error messages may include multiple mapping rules, such as perfect mapping rules, hard mapping rules, and soft mapping rules. Perfect mapping rules include error-code-based perfect mapping, error-description-based perfect mapping, and combination-based perfect mapping.

The various mapping rules can be summarized below:

As shown in FIG. 11, in an embodiment, a system for converting an error message into an error prompt is further provided. The system includes an error conversion unit 1110, where the error conversion unit 1110 includes: a request receiving module 1111, configured to receive error messages of which mapping is requested by a front-end system; an obtaining module 1112, configured to obtain mapping logic for the error messages; , ,. . a mapping module 1113, configured to map the error message according to tne mapping logic to obtain a mapping relationship for the error message; a converting module 1114, configured to convert the error message into a corresponding error prompt based on the mapping relationship for the error message, and return the error prompt obtained by conversion to the front-end system; and a reporting module 1115, configured to report the received error message.

In an embodiment, as shown in FIG. 12, the system for converting an error message into an error prompt further includes a statistical analysis unit 1120 and a configuration unit 1130.

The statistical analysis unit 1120 includes: an error message receiving module 1121, configured to receive reported error messages; a statistics collection module 1122, configured to perform text analysis and statistics collection for the received error messages, and generate configuration priority levels for the error messages; and a forwarding module 1123, configured to forward the mapping logic for the error messages that need to be configured to the error mapping unit 1110.

The configuration unit 1130 includes: a display module 1131, configured to display the error messages according to a descending order of the configuration priority levels; and a configuration module 1132, configured to receive specified error messages that need to be configured and mapping logic for the error messages that needs to be configured.

In this embodiment, besides the request receiving module 1111, the obtaining module 1112, the mapping module 1113, the conversion module 1114, and the reporting module 1115, the error mapping unit 1110 further includes a storage module 1116 configured to store the mapping logic for the error message.

In an embodiment, the statistics collection module 1122 is configured to generate a configuration priority level for the error messages, according to the number of times that an error code and/or error description included in the received error message appears within a predetermined period of time. The greater the number of appearance times is, the higher the configuration priority level is for the error message.

In another embodiment, the statistics collection module 1122 is configured to generate a configuration priority level for the error messages, according to complaint frequency corresponding to an error code included in received error message. The higher the complaint frequency is, the higher the configuration priority level is for the error message.

In an embodiment, the statistics collection module 1122 may be further configured to generate a configuration priority level for the error messages, according to both the number of times that an error code and/or error message included in the received error message appears within a predetermined period of time and complaint frequency for the error code included in received error message. The greater the number of appearance times is and the higher the complaint frequency is, the higher the configuration priority level is.

In other embodiments, the statistics collection module 1122 may be further configured to extract common error description for a number of similar error messages that appears within a period of time, and then generate a configuration priority level for the error messages, according to the amount of the common error description. The greater amount of the common error message is, the higher the configuration priority level is for the error message including the common error description.

In an embodiment, as shown in FIG. 13, the configuration unit 1130 further includes a viewing module 1133 configured to receive a viewing instruction of a recorded/reported complaint error code included in the error message, and obtain complaint and processing information corresponding to the recorded/reported complaint error code corresponding to the viewing instruction.

In this embodiment, the display module 1131 is further configured to display the obtained complaint and processing information.

Further, in an embodiment, as shown in FIG. 14, the mapping module 1113 includes an error-code-based perfect mapping module 1113a, an error-description-based perfect mapping module 1113b, a combination-based perfect mapping module 1113c, a hard mapping module 1113d, and a soft mapping module 1113e. The error-code-based perfect mapping module 1113a is configured to map the error message based on a predetermined error code if the error message includes the predetermined error code. The error-description-based perfect mapping module 1113b is configured to map the error message based on a predetermined error description if the error message only includes the predetermined error description. The combination-based perfect mapping module 1113c is configured to map the error message based on a predetermined combination if the error message includes any predetermined combination of at least two of a predetermined service dimension, a predetermined error code, and predetermined error message. The hard mapping module 1113d is configured to map the error message based on a predetermined word if the error message includes the predetermined word. The soft mapping module 1113e is configured to map the error message based on a predetermined keyword if the error message includes the predetermined keyword or a combination of predetermined keywords.

A person of ordinary skill in the art may understand that all or a part of the processes of the methods in the embodiments may be implemented by a computer program instructing relevant hardware. For example, all or a part of the various systems and modules described in any of the embodiments of the present application may include a processor and a nontransitory computer readable storage medium. The program may be stored in a computer readable storage medium. When the program runs, the processes of the methods in the embodiments are performed. The storage medium may be a magnetic disk, an optical disc, a read-only memory (ROM), a random access memory (RAM), or the like.

The foregoing embodiments only show a few implementation manners of the present invention. These implementation manners are described specifically and in detail, but should not be construed as limitations to the scope of the patent of the present invention. It should be pointed out that for a person of ordinary skill in the art, variations and modifications may be made without departing from the idea of the present invention, and these variations and modifications all fall within the protection scope of the present invention. Therefore, the protection scope of the patent of the present invention shall be subject to the accompanying claims.

Claims

1. A method for converting an error message into an error prompt, comprising: receiving an error message, by an error analysis system that includes a processor and a nontransitory computer readable storage medium, from a front-end system; obtaining, by the error analysis system, mapping logic for the error message from a management terminal; mapping, by the error analysis system, the error message according to the mapping logic to obtain a mapping relationship for the error message; converting, by the error analysis system, the error message into a corresponding error prompt based on the mapping relationship; and returning the corresponding error prompt to the front-end system.

2. The method according to claim 1, wherein the mapping logic includes a plurality of mapping rules for mapping the error message to the corresponding error prompt.

3. The method according to claim 2, the plurality of mapping rules include a plurality of mapping relationships to map the error message to the corresponding error prompt.

4. The method according to claim 3, the plurality of mapping relationships include a relationship based on a predetermined error code, a relationship based on a predetermined error description in the error message, a predetermined keyword in the error message.

5. The method according to claim 1, wherein the step of mapping the error message according to the mapping logic comprises at least one of the following steps: mapping the error message based on a predetermined error code if the error message comprises the predetermined error code; mapping the error message based on a predetermined error description if the error message comprises the predetermined error description; mapping the error message based on a predetermined combination if the error message comprises a combination of at least two of a predetermined service dimension, a predetermined error code, and a

Claims

predetermined error description; mapping the error message based on a predetermined word if the error message comprises the predetermined word; and mapping the error message based on one or more predetermined keywords if the error message comprises the one or more predetermined keywords.

6. The method according to claim 1, further comprises: performing, by the error analysis system, text analysis and statistics collection for a plurality of error messages received from the front-end system, and generating configuration priority levels for the received error messages; displaying, by a configuration system, the received error messages according to a descending order of the configuration priority levels; and receiving, by a management terminal, specified error messages that need to be configured and outputting, by the management terminal, mapping logic for the specified error messages.

7. The method according to claim 6, wherein the step of performing text analysis and statistics collection for a plurality of error messages, and generating configuration priority levels for the error messages comprises: generating configuration priority levels for the received error message, according to the number of times that at least one of an error code and an error description appears in the error messages within a predetermined period of time.

8. The method according to claim 6, wherein the step of performing text analysis and statistics collection for the error messages, and generating configuration priority levels for the error message comprises: generating configuration priority levels for the error messages according to complaint frequency corresponding to an error code contained in the error messages.

9. The method according to claim 1, further comprising receiving, by an error analysis system, an error message from a customer complaint management system.

10. A system for converting an error message into an error prompt, wherein the system comprises a processor and a nontransitory computer readable storage medium configured as: a receiving module, configured to receive error messages reported by a front-end system; an obtaining module, configured to obtain mapping logic for the error messages; a mapping module, configured to map the error messages according to the mapping logic to obtain a mapping relationship for each of the error messages; and a mapping module, configured to map the error messages to corresponding error prompts according to the mapping relationships corresponding to the error messages, and return the error prompts to the front-end system.

11. The system according to claim 10, wherein the system further comprises: a statistics collection module, configured to perform text analysis and statistics collection for a plurality error message, and generate configuration priority levels corresponding to the error message; a display module, configured to display the error messages in a descending order of the configuration priority levels; and a configuration module, configured to receive specified error messages that need to be configured and receive mapping logic for the specified error messages.

12. The system according to claim 11, wherein the statistics collection module is configured to generate a configuration priority level for each of the error messages, according to the number of times that at least one of an error code and an error description appears in the received error message within a predetermined period of time.

13. The system according to claim 12, wherein the statistics collection module is configured to generate a configuration priority level for each of the error messages, according to complaint frequency for an error code comprised in the received error messages.

14. The system according to claim 12, wherein the system further comprises: a viewing module, configured to receive a viewing instruction of a registered complaint error code comprised in the error message, and obtain complaint and processing information for the registered complaint error code corresponding to the viewing instruction; and the display module is further configured to display the obtained complaint and processing information.

15. The system according to claim 10, wherein the mapping module comprises: an error-code-based perfect mapping module, configured to map the error message based on a predetermined error code if the error message comprises the predetermined error code; an error-description-based perfect mapping module, configured to map the error message based on a predetermined combination if the error message comprises a combination of at least two of a predetermined service dimension, a predetermined error code, and a predetermined error description; a combination-based perfect mapping module, configured to map the error message based on a predetermined combination if the error message comprises a combination of at least two of a predetermined service dimension, a predetermined error code, and a predetermined error description; a hard mapping module, configured to map the error message based on a predetermined word if the error message comprises the predetermined word; and a soft mapping module, configured to map the error message based on one or more predetermined keywords if the error message comprises the one or more predetermined keywords.

16. The system according to claim 10, further comprising a customer complaint management system that gather and record customer complaints and that send error messages relating to the customer complaints to the error analysis system.