CN111797211A - Service information searching method, device, computer equipment and storage medium - Google Patents
Service information searching method, device, computer equipment and storage medium Download PDFInfo
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Abstract
The application relates to a service information searching method, a service information searching device, computer equipment and a storage medium. The method comprises the following steps: displaying a business information search interface; acquiring and sending a target service problem word input in a service information search interface; when the target service question words are flow type questions, receiving returned service guide information matched with the target service question words; the service guide information is guidance information which is found based on a service information knowledge graph constructed in advance and is related to the service described by the target service question word; displaying a service guide interface corresponding to the service guide information, and sending problem characteristic information when receiving the problem characteristic information input in the service guide interface; receiving and displaying returned business handling guide details corresponding to the problem characteristic information; and the service handling guide details are the guide details searched based on the service information knowledge graph. The method can improve the service operation efficiency.
Description
Technical Field
The present application relates to the field of computer technologies, and in particular, to a method and an apparatus for searching service information, a computer device, and a storage medium.
Background
In the process of business operation, due to the lack of self experience or knowledge, workers often encounter some unfamiliar problems and are difficult to solve quickly, so that certain obstruction is caused to the business operation, and the business operation efficiency of the workers is reduced.
In the traditional technology, workers generally manually browse pre-proposals related to problems or ask experienced colleagues for teaching so as to find a proper method for solving the problems, however, the processing efficiency is low, and the workers are difficult to assist in quickly completing business operations.
Disclosure of Invention
In view of the above, it is necessary to provide a service information search method, apparatus, computer device and storage medium capable of improving service operation efficiency.
A method for searching service information, the method comprising:
displaying a business information search interface;
acquiring and sending target service problem words input in the service information search interface;
when the target service question words are flow type questions, receiving returned service guide information matched with the target service question words; the service guide information is guidance information which is searched based on a service information knowledge graph constructed in advance and is related to the service described by the target service question word;
displaying a service guide interface corresponding to the service guide information, and sending the problem feature information when receiving the problem feature information input in the service guide interface; the question feature information is a feature related to the target service question word;
receiving and displaying returned business handling guide details corresponding to the problem characteristic information; the service handling guidance details are the guidance details found based on the service information knowledge graph.
In one embodiment, the method further comprises:
when the service guide information is prepared information for generating service disposal guide details, executing the step of displaying the service guide interface corresponding to the service guide information and the subsequent steps;
and when the service guide information is service handling guide details, directly displaying the service handling guide details.
In one embodiment, the acquiring and sending the target service question word input in the service information search interface includes:
acquiring an initial service question word manually input in the service information search interface, and sending the initial service question word to a server; the initial service question words are used for indicating the server to search the service question words matched with the initial service question words from the service information knowledge graph and return the service question words;
receiving and displaying the service question words returned by the server;
and acquiring any one selected from the displayed service question words and the initial service question words to obtain target service question words, and sending the target service question words.
In one embodiment, the receiving returned traffic handling guidance details corresponding to the issue feature information and presenting includes:
when the problem characteristic information is object state associated information, receiving and displaying returned business handling guide details corresponding to the object state associated with the object state associated information;
and the object state is the state of the object aimed at by the target business question word.
In one embodiment, the object state association information is a service early warning number; the object state associated with the object state association information is the state of an object which is pre-warned by the service pre-warning event represented by the service pre-warning number; and the object aimed at by the target business problem word is the object pre-warned by the business pre-warning event.
In one embodiment, the method further comprises:
displaying a business guide evaluation page; the service guide evaluation page comprises service guide process description information and a service guide evaluation entry; the business handling guidance process description information is used for describing at least part of the process of determining the business handling guidance details according to the problem feature information;
receiving evaluation content input at the business guide evaluation entrance and aiming at the business guide process;
and uploading the evaluation content when a trigger operation aiming at an evaluation submission entrance is received.
In one embodiment, the method further comprises:
when the target service question word is a question-answer type question, receiving and displaying a service association graph which is searched based on a service information knowledge graph and corresponds to the target service question word;
the service association graph comprises a central service information node, at least one sub-service information node and edges between the central service information node and each sub-service information node; the edge is used for representing the relationship between the central service information node and each sub-service information node;
the central service information node is a service information node hit by the target service question word in the service information knowledge graph; and the sub-service information node is a hit sub-node of the service information node in the service information knowledge graph.
A service information search apparatus, the apparatus comprising:
the interface display module is used for displaying a business information search interface;
the problem acquisition module is used for acquiring and sending a target service problem word input in the service information search interface;
the guide information acquisition module is used for receiving returned service guide information matched with the target service question words when the target service question words are flow-type questions; the service guide information is guidance information which is searched based on a service information knowledge graph constructed in advance and is related to the service described by the target service question word;
the problem characteristic acquisition module is used for displaying a service guide interface corresponding to the service guide information and sending the problem characteristic information when receiving the problem characteristic information input in the service guide interface; the question feature information is a feature related to the target service question word;
the handling guidance acquisition module is used for receiving and displaying returned business handling guidance details corresponding to the problem characteristic information; the service handling guidance details are the guidance details found based on the service information knowledge graph.
A computer device comprising a memory and a processor, wherein the memory stores a computer program, and the computer program, when executed by the processor, causes the processor to execute the steps in the service information search method according to the embodiments of the present application.
A computer-readable storage medium, having a computer program stored thereon, which, when executed by a processor, causes the processor to execute the steps in the service information search method according to the embodiments of the present application.
According to the business information searching method, the business information searching device, the computer equipment and the storage medium, when the target business problem word input in the business information searching interface is a flow problem, the business guide information matched with the target business problem word searched in the business information knowledge graph and the corresponding business guide interface are received, and the business disposal guide details searched in the business information knowledge graph are obtained through the problem characteristic information input in the business guide interface, so that the business disposal guide details can be automatically searched and displayed in the business information knowledge graph without manually browsing the relevant plans of the problem or asking for an experienced colleague, and the business operation efficiency can be improved.
Drawings
Fig. 1 is a diagram of an application environment of a service information search method in one embodiment;
fig. 2 is a schematic flow chart of a service information search method in an embodiment;
FIG. 3 is a schematic diagram of a business information search interface in one embodiment;
FIG. 4 is a diagram illustrating content entered in a business information search interface, in accordance with an embodiment;
FIG. 5 is a flow diagram illustrating a traffic direction process in one embodiment;
FIG. 6 is a schematic diagram of a business guide evaluation page in one embodiment;
FIG. 7 is a diagram of a business information knowledgegraph in one embodiment;
FIG. 8(a) is a schematic diagram of a traffic correlation diagram in one embodiment;
FIG. 8(b) is a schematic diagram of a traffic correlation diagram in another embodiment;
fig. 9 is a block diagram showing the construction of a service information search apparatus according to an embodiment;
fig. 10 is a block diagram showing the construction of a service information search apparatus according to another embodiment;
FIG. 11 is a diagram illustrating an internal structure of a computer device in one embodiment.
Detailed Description
In order to make the objects, technical solutions and advantages of the present application more apparent, the present application is described in further detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative of the present application and are not intended to limit the present application.
The service information searching method provided by the application can be applied to the application environment shown in fig. 1. Wherein the terminal 102 communicates with the server 104 via a network. The terminal 102 displays an interface and sends input information to the server 104, the server 104 stores a service information knowledge graph which is constructed in advance, the server 104 searches matched information from the service information knowledge graph according to the information sent by the terminal 102 and returns the searched information to the terminal 102, and the terminal 102 displays the searched information. The terminal 102 may be, but not limited to, various personal computers, notebook computers, smart phones, tablet computers, and portable wearable devices, and the server 104 may be implemented by an independent server or a server cluster formed by a plurality of servers.
In an embodiment, as shown in fig. 2, a method for searching service information is provided, which is described by taking the method as an example applied to the terminal in fig. 1, and includes the following steps:
and S202, displaying a service information search interface.
The service information searching interface is an interface used for searching information related to the service.
In one embodiment, at least one of a target business question word manual input entry (e.g., 302 in fig. 3), a business information search instruction trigger entry (e.g., 304 in fig. 3), a target business question word recommendation area (e.g., 306 in fig. 3), a voice input entry (e.g., 308 in fig. 3), and the like may be included in the business information search interface.
And S204, acquiring and sending the target business question words input in the business information searching interface.
The target service question word is a service question word related to the service information to be searched.
Specifically, the terminal obtains a target service question word input in a service information search interface and sends the target service question word to the server.
In one embodiment, the target business question word may be one word or a plurality of words. In one embodiment, the target business question word may be a plurality of independent words, or may be a sentence composed of a plurality of words. In other embodiments, the target business question word may be a word described in a conventional natural language, or may be a search word in the form of an expression, i.e., a search expression.
In one embodiment, the target business question word input in the business information search interface may be a manually input business question word. In one embodiment, the manually input service question word may be a service question word input in a text form (directly inputting a text in 302 in fig. 3), or a service question word input in a voice form (clicking 308 in fig. 3 to input a voice, and the terminal converts the received voice into a text and displays the text in 302).
In one embodiment, the target business question word input in the business information search interface may also be a business question word selected from recommended business question words (the business question words shown in 306 in fig. 3). The recommended service question words may be service question words recommended with high similarity to manually input service question words, or recommended service question words recommended with high similarity to target service question words searched in the past.
S206, when the target service question word is a flow type question, receiving returned service guide information matched with the target service question word; the service guide information is guidance information which is found based on a service information knowledge graph constructed in advance and is related to the service described by the target service question word.
The process type question is a question for asking about a business processing process or a processing mode. For example, the flow-class problem may be: the comprehensive business handling time early warning handling guide, the recent clearance aging index abnormity, the last week all-clearance inspection rate analysis and the like.
Specifically, a service information knowledge graph is constructed in the server in advance according to the service information materials, and the service information knowledge graph comprises service information and the relation between the service information. It is understood that the traffic information knowledge-graph includes nodes and edges. Each node represents each service information, and the edge represents a relationship (e.g., an association relationship) between the service information.
And when the target service question word is a flow problem, the server searches service guide information related to the service described by the target service question word sent by the terminal based on a pre-constructed service information knowledge graph, and returns the searched service guide information to the terminal.
In an embodiment, when the target service question word is a manually input service question word, the server may search, from a service information knowledge graph constructed in advance, service information having the highest similarity to the target service question word, search, from the service information knowledge graph, service guide information related to the service information, and return the service guide information to the terminal.
In one embodiment, when the target service question word is a service question word selected from the recommended service question words, the server searches service guide information related to the target service question word from the service information knowledge map, and returns the service guide information to the terminal.
S208, displaying a service guide interface corresponding to the service guide information, and sending the problem feature information when receiving the problem feature information input in the service guide interface; the question feature information is a feature related to the target business question words.
The business guide interface is a guiding interface used for inputting problem characteristic information to generate business handling guide details.
The problem feature information is a feature related to the target service problem word, and it can be understood that the specific situation of the service described by the target service problem word can be further determined according to the problem feature information. Such as: the target service problem word is the comprehensive service handling duration early warning handling guide, the input problem characteristic information can be a service early warning number, and the specific situation of early warning can be further determined according to the service early warning number. For another example: the target service question word is 'the crown sentry exit central control vehicle is overtime by the abutment table', the input question characteristic information can be overtime duration, and the specific condition of the overtime of the central control vehicle can be further determined according to the overtime duration.
Specifically, the terminal generates and displays a service guide interface corresponding to the service guide information according to the service guide information, and sends the problem feature information to the server when receiving the problem feature information input in the service guide interface.
In one embodiment, the terminal determines the type of the problem characteristic information to be input according to the service guide information, and prompts the input of the problem characteristic information according with the type of the problem characteristic information in a service guide interface.
And S210, receiving and displaying the returned business handling guide details corresponding to the problem characteristic information. And the service handling guide details are the guide details searched based on the service information knowledge graph.
Specifically, the server searches the service handling guide details corresponding to the problem feature information from the service information knowledge graph according to the problem feature information sent by the terminal, returns the searched service handling guide details to the terminal, and the terminal displays the received service handling guide details returned by the server.
In one embodiment, the terminal may simultaneously present at least one of information of an expert who provides the transaction guidance details and an update time of the transaction guidance details when presenting the transaction guidance details.
In the above service information searching method, the target service question word input in the service information searching interface is obtained and sent, when the target service question word is a flow-type question, receiving the returned service guide information matched with the target service question words, displaying a service guide interface corresponding to the service guide information, when the problem characteristic information input in the service guide interface is received, the problem characteristic information is sent, the returned service treatment guide details corresponding to the problem characteristic information are received and displayed, the service guide information and the service treatment guide details are searched based on the service information knowledge graph, so that a plan related to the problem does not need to be browsed manually or an experienced colleague does not need to be consulted, but can automatically search and display the service disposal guide details from the service information knowledge graph, thereby improving the service operation efficiency.
In one embodiment, when the service guide information is the preparation information for generating the service handling guide details, the step of displaying the service guide interface corresponding to the service guide information and the subsequent steps are executed; and when the service guide information is the service handling guide details, directly displaying the service handling guide details.
It is to be understood that the preliminary information used to generate the traffic handling guideline details means that this information is not the finally presented traffic handling guideline details, but rather further input of problem feature information is required to obtain the traffic handling guideline details.
In particular, the traffic steering information may be preliminary information for generating traffic handling steering details or the traffic handling steering details. When the service guide information is prepared information for generating service treatment guide details, the terminal performs a step of displaying a service guide interface corresponding to the service guide information, transmitting question feature information when receiving question feature information input in the service guide interface, and receiving and displaying returned service treatment guide details corresponding to the question feature information (i.e., performing steps S208 and S210). And when the service guide information is the service disposal guide details, the terminal directly displays the service disposal guide details.
In this embodiment, different processing can be performed according to the specific situation of the service guide information, so that the service handling guide details are displayed, and the displayed service handling guide details are more targeted.
In one embodiment, step S204 specifically includes the following steps: acquiring an initial service question word manually input in a service information search interface, and sending the initial service question word to a server; the initial service question words are used for indicating the server to search the service question words matched with the initial service question words from the service information knowledge graph and return the service question words; receiving and displaying service question words returned by the server; and acquiring any one selected from the displayed service question words and the initial service question words to obtain target service question words and sending the target service question words.
The initial business question words are manually input in the business information search interface and are not determined to be the target business question words.
Specifically, the terminal obtains an initial service question word manually input in a service information search interface and sends the initial service question word to the server. And the server searches the service problem words matched with the initial service problem words from the service information knowledge graph and returns the searched service problem words to the terminal. And the terminal takes the service question words received from the server as recommended service question words and displays the recommended service question words. The terminal acquires any one selected from the displayed service question words (i.e., recommended service question words) and the initial service question words to obtain target service question words. And the terminal sends the target service question words to the server.
In one embodiment, the user may select the recommended service question word, and the terminal may search for the selected recommended service question word as a target service question word.
In one embodiment, the user may trigger the entry (e.g., 304 in fig. 3) by clicking a service information search instruction, and the terminal may search for the initial service question word as the target service question word.
It is understood that the recommended service question words include at least one service question word. In an embodiment, when the recommended service question word is a service question word, the recommended service question word may be a service question word that is found by the server from the service information knowledge map and has the highest similarity to the initial service question word.
As shown in fig. 4, the initial service question word manually input in the service information search interface of the terminal is "what should be done if i can not find the report but i receives an early warning about the duration of a general service transaction? And sending the initial service question word to the server by the terminal, searching the service question word 'comprehensive service handling duration early warning handling guide' matched with the initial service question word from the service information knowledge map by the server to serve as the recommended service question word, returning the recommended service question word to the terminal, and displaying the recommended service question word by the terminal. Can choose to continue to search for manually input' i receive an early warning of the transaction duration of a comprehensive service, but i can not find the report but what should be? "or" the recommended service question word "the early warning handling guide of the duration of the integrated service transaction" may be selected, the selected service question word is the target service question word, and the terminal sends the target service question word to the server.
In this embodiment, the terminal obtains any one of the displayed service question words (recommended service question words) and the initial service question words, obtains the target service question word, and sends the target service question word, so that the manually input service question word and the recommended service question word can be searched, and the service information can be searched more conveniently and flexibly.
In one embodiment, the step S210 receives and displays the returned traffic handling guidance details corresponding to the issue feature information, and specifically includes the following steps: and when the problem characteristic information is the object state associated information, receiving and displaying returned business handling guide details corresponding to the object state associated with the object state associated information.
The object state is the state of the object to which the target business question word is directed. The object state related information is information related to the object state and used for specifying the object state.
Specifically, when the problem feature information is object state association information, the server determines an object state associated with the object state association information according to the object state association information, searches service handling guide details corresponding to the object state from a service information knowledge graph, and returns the searched service handling guide details to the terminal. And the terminal receives and displays the service handling guide details returned by the server.
It can be understood that different question feature information may correspond to different object states, so that the details of the business handling guidance corresponding to the object states may be determined according to the object states.
In the embodiment, the corresponding object state can be determined according to the problem characteristic information, and then the business handling guidance details corresponding to the object state are determined, so that the business guidance can be provided more specifically and more accurately, and the business operation efficiency is improved.
In one embodiment, the object state association information is a service early warning number. And the object state associated with the object state association information is the state of the object pre-warned by the service pre-warning event represented by the service pre-warning number. And the target object aimed by the target business problem word is the object pre-warned by the business pre-warning event.
The following examples illustrate: suppose that the target service question word is "comprehensive service handling duration early warning handling guide", and the question characteristic information to be input is a service early warning number. Different service early warning numbers can be associated with different object states, such as: when the service early warning number is 001, the object state is that the list is deleted; when the business early warning number is 002, the object state is that the bill is actually transacted. Different object states may correspond to different traffic handling guidance details. Such as: the deleted corresponding business handling guidance details of the ticket are' please enter a new integrated system, the data query of today, the selection of a customs clearance ticket number, the output of the customs clearance ticket number, and the verification can be realized by clicking the query. "; the corresponding business disposition guide details of the actual transaction of the receipt are' please enter a new integrated system, the data query of today, the selection of a customs clearance receipt number, the output of the customs clearance receipt number and the query of a workflow, and then the evidence can be printed. The specific service guide flow is shown in fig. 5.
In one embodiment, at least one of information of an expert who provides the service guide (e.g., "zhang san" in fig. 5) and a service guide information update time (e.g., "1 month 1/2020" in fig. 5) may also be acquired.
In the embodiment, the state of the object pre-warned by the service pre-warning event represented by the service pre-warning number is determined according to the service pre-warning number, and the service handling guidance details corresponding to the state of the object are determined according to the state of the object, so that service guidance can be provided more specifically and more accurately, and the service operation efficiency is improved.
In one embodiment, the method further comprises the steps of: displaying a business guide evaluation page; the service guide evaluation page comprises service guide process description information and a service guide evaluation entry; service guide process description information for describing at least a part of a process of determining service treatment guide details according to the problem feature information; receiving evaluation content aiming at the business guide process input at a business guide evaluation inlet; and uploading the evaluation content when receiving the trigger operation aiming at the evaluation submission entrance.
The business guide evaluation page is a page used for displaying and evaluating the process of the business guide. The service guide evaluation entry is an entry for inputting evaluation contents for the service guide.
In one embodiment, the business guideline process description information includes at least one of issue feature information, a state of an object with which the issue feature information is associated, business disposition guideline details, expert information, and business guideline update time.
As shown in fig. 6, the terminal presents a service guide evaluation page, 602 is service guide process description information, and 604 is a service guide evaluation entry. The service guide process description information 602 shows the input service warning number (problem feature information), the object state associated with the service warning number, and the service disposal guide details. The business guideline process description information 602 may also show information of an expert providing the business disposition guideline details, an update time of the business disposition guideline details, and the like. In 604 the business guide rating entry, text may be manually entered for rating, or a rating or star rating may be selected. When the terminal receives the triggering operation aiming at the submission option in the figure 6, the service guide evaluates the evaluation content input in the entrance.
In the embodiment, the service guiding process can be evaluated, so that the service information in the service information knowledge graph can be supervised and promoted to be continuously updated and optimized, and high-quality service guiding is provided.
In one embodiment, the method further comprises the steps of: and when the target service question words are question-answer questions, receiving and displaying a service association graph which is searched based on the service information knowledge graph and corresponds to the target service question words.
The service association graph comprises a central service information node, at least one sub-service information node and edges between the central service information node and each sub-service information node. And the edge is used for representing the relationship between the central service information node and each sub service information node. And the central service information node is a service information node hit by the target service problem word in the service information knowledge graph. And the sub-service information node is a sub-node of the hit service information node in the service information knowledge graph.
The question-answer questions are questions asking about the associated information of the target business question words.
In one embodiment, the question-answer questions may be business question words other than flow questions. In other embodiments, other questions besides question-and-answer type questions and flow type questions may also be input.
Specifically, when the target service question word is a question-answer type question, the server receives the target service question word sent by the terminal, searches a service information node (namely, a hit service information node) matched with the target service question word from the service information knowledge graph as a central service information node, and searches a sub-node of the central service information node and a relationship between the central service information node and each sub-service information node, wherein the central service information node, the sub-service information node and the relationship between the central service information node and each sub-service information node form a service association graph, the server returns the service association graph to the terminal, and the terminal displays the service association graph.
In one embodiment, the service information is stored in the service information knowledge graph in the form shown in fig. 7, each node in the graph is a service information node, and edges between nodes represent the relationship between service information represented by the service information nodes. Assuming that the target service question word is "new infrastructure", the server finds the service information node "new infrastructure" matched with the target service question word in the service information knowledge map as a central service information node, and finds the child nodes of the "new infrastructure" as child service information nodes (such as "extra-high voltage", "big data center", and "5G base station" in fig. 8 (a)), and the relationship between the central service information node and the child service information nodes (such as the relationship of edge marks in fig. 8 (a)), so as to form a service association map as shown in fig. 8 (a).
In one embodiment, when the terminal receives a trigger operation for a sub-service information node in the service association graph, the sub-service information node is sent to the server. The server searches the sub-nodes of the sub-service information nodes in the service information knowledge graph to serve as new sub-service information nodes, the original sub-service information nodes serve as new central service information nodes, a new service association graph is formed according to the relationship between the new central service information nodes and the new sub-service information nodes, the new service association graph is returned to the terminal, and the terminal displays the new service association graph. Assuming that the terminal receives the trigger operation for the "5G base station" in the service association graph shown in fig. 8(a), the new service association graph is shown in fig. 8(B), the "5G base station" is a new central service information node, and associates a plurality of sub-service information nodes (such as "company a", "department B", and "clear river based on 5G intelligent internet bicycling demonstration area" in fig. 8 (B)) showing the "5G base station" and the relationship between the "5G base station" and each sub-service information node. Further, when the terminal receives a trigger operation for a sub-service information node in the new service association graph shown in fig. 8(b), the service association graph with the sub-service information node as a new central service information node is shown. By analogy, the method can be triggered step by step to display the lower-level associated information of the sub-service information nodes.
In this embodiment, the sub-service information of the target service question word and the relationship between the target service question word and the sub-service information are displayed in the form of a service association graph, and the association information of the target service question word can be visually displayed, so that the service operation efficiency is improved.
It should be understood that, although the steps in the flowchart of fig. 2 are shown in order as indicated by the arrows, the steps are not necessarily performed in order as indicated by the arrows. The steps are not performed in the exact order shown and described, and may be performed in other orders, unless explicitly stated otherwise. Moreover, at least a portion of the steps in fig. 2 may include multiple steps or multiple stages, which are not necessarily performed at the same time, but may be performed at different times, which are not necessarily performed in sequence, but may be performed in turn or alternately with other steps or at least a portion of the other steps or stages.
In one embodiment, as shown in fig. 9, there is provided a service information search apparatus 900, including: interface presentation module 902, issue acquisition module 904, guideline information acquisition module 906, issue feature acquisition module 908, and disposition guideline acquisition module 910, wherein:
and an interface display module 902, configured to display the service information search interface.
The question acquiring module 904 is configured to acquire and send a target service question word input in the service information search interface.
A guidance information obtaining module 906, configured to receive returned service guidance information matched with the target service question word when the target service question word is a flow-class question; the service guide information is guidance information which is found based on a service information knowledge graph constructed in advance and is related to the service described by the target service question word.
A problem feature obtaining module 908, configured to display a service guide interface corresponding to the service guide information, and send problem feature information when receiving the problem feature information input in the service guide interface; the question feature information is a feature related to the target business question words.
A handling guidance obtaining module 910, configured to receive and display returned business handling guidance details corresponding to the problem feature information; and the service handling guide details are the guide details searched based on the service information knowledge graph.
In one embodiment, the disposal guidance obtaining module 910 is further configured to, when the service guidance information is preparation information for generating service disposal guidance details, perform the step of presenting a service guidance interface corresponding to the service guidance information and subsequent steps; and when the service guide information is the service handling guide details, directly displaying the service handling guide details.
In one embodiment, the question acquiring module 904 is further configured to acquire an initial service question word manually input in the service information search interface, and send the initial service question word to the server; the initial service question words are used for indicating the server to search the service question words matched with the initial service question words from the service information knowledge graph and return the service question words; receiving and displaying service question words returned by the server; and acquiring any one selected from the displayed service question words and the initial service question words to obtain target service question words and sending the target service question words.
In one embodiment, the handling guidance obtaining module 910 is further configured to receive and display the returned business handling guidance details corresponding to the object state associated with the object state associated information when the problem feature information is the object state associated information. The object state is the state of the object to which the target business question word is directed.
In one embodiment, the object state association information is a service early warning number. And the object state associated with the object state association information is the state of the object pre-warned by the service pre-warning event represented by the service pre-warning number. And the target object aimed by the target business problem word is the object pre-warned by the business pre-warning event.
In one embodiment, the service information search apparatus 900 further includes:
a service guide evaluation module 912 configured to display a service guide evaluation page; the service guide evaluation page comprises service guide process description information and a service guide evaluation entry; service guide process description information for describing at least a part of a process of determining service treatment guide details according to the problem feature information; receiving evaluation content aiming at the business guide process input at a business guide evaluation inlet; and uploading the evaluation content when receiving the trigger operation aiming at the evaluation submission entrance.
In one embodiment, as shown in fig. 10, the service information search apparatus 900 further includes:
the question-answer module 914 is used for receiving and displaying a returned service association graph which is searched based on the service information knowledge graph and corresponds to the target service question word when the target service question word is a question-answer type question; the service association graph comprises a central service information node, at least one sub-service information node and edges between the central service information node and each sub-service information node; the edge is used for representing the relationship between the central service information node and each sub service information node; the central service information node is a service information node hit by a target service problem word in the service information knowledge graph; and the sub-service information node is a sub-node of the hit service information node in the service information knowledge graph.
In the service information searching device, the target service question word input in the service information searching interface is obtained and sent, when the target service question word is a flow type question, receiving the returned service guide information matched with the target service question words, displaying a service guide interface corresponding to the service guide information, when the problem characteristic information input in the service guide interface is received, the problem characteristic information is sent, the returned service treatment guide details corresponding to the problem characteristic information are received and displayed, the service guide information and the service treatment guide details are searched based on the service information knowledge graph, so that a plan related to the problem does not need to be browsed manually or an experienced colleague does not need to be consulted, but can automatically search and display the service disposal guide details from the service information knowledge graph, thereby improving the service operation efficiency.
For the specific limitation of the service information search device, reference may be made to the above limitation on the service information search method, which is not described herein again. All or part of the modules in the service information search device can be realized by software, hardware and a combination thereof. The modules can be embedded in a hardware form or independent from a processor in the computer device, and can also be stored in a memory in the computer device in a software form, so that the processor can call and execute operations corresponding to the modules.
In one embodiment, a computer device is provided, which may be a terminal, and its internal structure diagram may be as shown in fig. 11. The computer device includes a processor, a memory, a communication interface, a display screen, and an input device connected by a system bus. Wherein the processor of the computer device is configured to provide computing and control capabilities. The memory of the computer device comprises a nonvolatile storage medium and an internal memory. The non-volatile storage medium stores an operating system and a computer program. The internal memory provides an environment for the operation of an operating system and computer programs in the non-volatile storage medium. The communication interface of the computer device is used for carrying out wired or wireless communication with an external terminal, and the wireless communication can be realized through WIFI, an operator network, NFC (near field communication) or other technologies. The computer program is executed by a processor to implement a service information search method. The display screen of the computer equipment can be a liquid crystal display screen or an electronic ink display screen, and the input device of the computer equipment can be a touch layer covered on the display screen, a key, a track ball or a touch pad arranged on the shell of the computer equipment, an external keyboard, a touch pad or a mouse and the like.
Those skilled in the art will appreciate that the architecture shown in fig. 11 is merely a block diagram of some of the structures associated with the disclosed aspects and is not intended to limit the computing devices to which the disclosed aspects apply, as particular computing devices may include more or less components than those shown, or may combine certain components, or have a different arrangement of components.
In one embodiment, a computer device is further provided, which includes a memory and a processor, the memory stores a computer program, and the processor implements the steps of the above method embodiments when executing the computer program.
In an embodiment, a computer-readable storage medium is provided, on which a computer program is stored which, when being executed by a processor, carries out the steps of the above-mentioned method embodiments.
It will be understood by those skilled in the art that all or part of the processes of the methods of the embodiments described above can be implemented by hardware instructions of a computer program, which can be stored in a non-volatile computer-readable storage medium, and when executed, can include the processes of the embodiments of the methods described above. Any reference to memory, storage, database or other medium used in the embodiments provided herein can include at least one of non-volatile and volatile memory. Non-volatile Memory may include Read-Only Memory (ROM), magnetic tape, floppy disk, flash Memory, optical storage, or the like. Volatile Memory can include Random Access Memory (RAM) or external cache Memory. By way of illustration and not limitation, RAM can take many forms, such as Static Random Access Memory (SRAM) or Dynamic Random Access Memory (DRAM), among others.
The technical features of the above embodiments can be arbitrarily combined, and for the sake of brevity, all possible combinations of the technical features in the above embodiments are not described, but should be considered as the scope of the present specification as long as there is no contradiction between the combinations of the technical features.
The above-mentioned embodiments only express several embodiments of the present application, and the description thereof is more specific and detailed, but not construed as limiting the scope of the invention. It should be noted that, for a person skilled in the art, several variations and modifications can be made without departing from the concept of the present application, which falls within the scope of protection of the present application. Therefore, the protection scope of the present patent shall be subject to the appended claims.
Claims (10)
1. A method for searching service information, the method comprising:
displaying a business information search interface;
acquiring and sending target service problem words input in the service information search interface;
when the target service question words are flow type questions, receiving returned service guide information matched with the target service question words; the service guide information is guidance information which is searched based on a service information knowledge graph constructed in advance and is related to the service described by the target service question word;
displaying a service guide interface corresponding to the service guide information, and sending the problem feature information when receiving the problem feature information input in the service guide interface; the question feature information is a feature related to the target service question word;
receiving and displaying returned business handling guide details corresponding to the problem characteristic information; the service handling guidance details are the guidance details found based on the service information knowledge graph.
2. The method of claim 1, further comprising:
when the service guide information is prepared information for generating service disposal guide details, executing the step of displaying the service guide interface corresponding to the service guide information and the subsequent steps;
and when the service guide information is service handling guide details, directly displaying the service handling guide details.
3. The method of claim 1, wherein the obtaining and sending the target service question word input in the service information search interface comprises:
acquiring an initial service question word manually input in the service information search interface, and sending the initial service question word to a server; the initial service question words are used for indicating the server to search the service question words matched with the initial service question words from the service information knowledge graph and return the service question words;
receiving and displaying the service question words returned by the server;
and acquiring any one selected from the displayed service question words and the initial service question words to obtain target service question words, and sending the target service question words.
4. The method of claim 1, wherein the receiving and presenting returned traffic handling guideline details corresponding to the issue feature information comprises:
when the problem characteristic information is object state associated information, receiving and displaying returned business handling guide details corresponding to the object state associated with the object state associated information;
and the object state is the state of the object aimed at by the target business question word.
5. The method of claim 4, wherein the object state association information is a service warning number; the object state associated with the object state association information is the state of an object which is pre-warned by the service pre-warning event represented by the service pre-warning number; and the object aimed at by the target business problem word is the object pre-warned by the business pre-warning event.
6. The method of claim 1, further comprising:
displaying a business guide evaluation page; the service guide evaluation page comprises service guide process description information and a service guide evaluation entry; the business handling guidance process description information is used for describing at least part of the process of determining the business handling guidance details according to the problem feature information;
receiving evaluation content input at the business guide evaluation entrance and aiming at the business guide process;
and uploading the evaluation content when a trigger operation aiming at an evaluation submission entrance is received.
7. The method according to any one of claims 1 to 6, further comprising:
when the target service question word is a question-answer type question, receiving and displaying a service association graph which is searched based on a service information knowledge graph and corresponds to the target service question word;
the service association graph comprises a central service information node, at least one sub-service information node and edges between the central service information node and each sub-service information node; the edge is used for representing the relationship between the central service information node and each sub-service information node;
the central service information node is a service information node hit by the target service question word in the service information knowledge graph; and the sub-service information node is a hit sub-node of the service information node in the service information knowledge graph.
8. A service information search apparatus, characterized in that the apparatus comprises:
the interface display module is used for displaying a business information search interface;
the problem acquisition module is used for acquiring and sending a target service problem word input in the service information search interface;
the guide information acquisition module is used for receiving returned service guide information matched with the target service question words when the target service question words are flow-type questions; the service guide information is guidance information which is searched based on a service information knowledge graph constructed in advance and is related to the service described by the target service question word;
the problem characteristic acquisition module is used for displaying a service guide interface corresponding to the service guide information and sending the problem characteristic information when receiving the problem characteristic information input in the service guide interface; the question feature information is a feature related to the target service question word;
the handling guidance acquisition module is used for receiving and displaying returned business handling guidance details corresponding to the problem characteristic information; the service handling guidance details are the guidance details found based on the service information knowledge graph.
9. A computer device comprising a memory and a processor, the memory storing a computer program, characterized in that the processor, when executing the computer program, implements the steps of the method of any of claims 1 to 7.
10. A computer-readable storage medium, on which a computer program is stored, which, when being executed by a processor, carries out the steps of the method of any one of claims 1 to 7.
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