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WO2018102993A1 - Procédé et système de gestion de tâches - Google Patents

Procédé et système de gestion de tâches Download PDF

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Publication number
WO2018102993A1
WO2018102993A1 PCT/CN2016/108741 CN2016108741W WO2018102993A1 WO 2018102993 A1 WO2018102993 A1 WO 2018102993A1 CN 2016108741 W CN2016108741 W CN 2016108741W WO 2018102993 A1 WO2018102993 A1 WO 2018102993A1
Authority
WO
WIPO (PCT)
Prior art keywords
task
case
chat
management system
identification identifier
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Ceased
Application number
PCT/CN2016/108741
Other languages
English (en)
Chinese (zh)
Inventor
谢德意
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Shenzhen Wade Innvoation Information Co Ltd
Original Assignee
Shenzhen Wade Innvoation Information Co Ltd
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Shenzhen Wade Innvoation Information Co Ltd filed Critical Shenzhen Wade Innvoation Information Co Ltd
Priority to CN201680091384.XA priority Critical patent/CN110291759B/zh
Priority to PCT/CN2016/108741 priority patent/WO2018102993A1/fr
Publication of WO2018102993A1 publication Critical patent/WO2018102993A1/fr
Anticipated expiration legal-status Critical
Ceased legal-status Critical Current

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
    • G06Q10/06311—Scheduling, planning or task assignment for a person or group
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F40/00—Handling natural language data
    • G06F40/20—Natural language analysis
    • G06F40/279—Recognition of textual entities
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
    • G06Q10/06316—Sequencing of tasks or work
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/10—Office automation; Time management
    • G06Q10/103—Workflow collaboration or project management
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/10—Office automation; Time management
    • G06Q10/107—Computer-aided management of electronic mailing [e-mailing]

Definitions

  • the present invention relates to an information update technology, and in particular, to a task management method and system.
  • the agent uses the chat tool to communicate with the customer's business, it needs to read the chat record, find out the task assigned by the customer, and then manually add the corresponding processing task in the case management system.
  • finding a chat record of a certain task in the face of a large number of chat records undoubtedly requires a lot of time, and the operation mode of the manual new processing task currently adopted is less efficient and affects the work efficiency.
  • a task management method comprising the following steps:
  • step of generating a corresponding task in the case in the case management system according to the task identification identifier comprises:
  • the tasks include processing tasks, task handlers, and task processing.
  • the extracting the chat entry in the chat record, the step of the chat entry including the task identification identifier includes:
  • the step of generating a corresponding task in the case management system according to the task identification identifier includes: [0021] generating a corresponding task in the case management system according to the task activation identifier.
  • chat entry includes a case identification identifier
  • the step of generating a corresponding task in the case management system according to the task identification identifier includes: [0025] generating a corresponding task in the case in the case management system according to the task identification identifier.
  • the step of generating a corresponding task in the case management system according to the task identification identifier includes:
  • the tasks include processing tasks, task handlers, and task processing.
  • the method further includes:
  • a task management system including:
  • a reading module configured to read a chat record
  • an extraction module configured to extract a chat entry in the chat record, where the chat entry includes a task identification identifier and a case identification identifier;
  • a screening module configured to filter the task identification identifier, and obtain a task startup identifier
  • a searching module configured to search for a corresponding case in the case management system according to the case identification identifier
  • a generating module configured to generate a corresponding task in the case in the case management system according to the task identification identifier
  • an association module configured to associate the chat record with the corresponding task.
  • the tasks generated by the generating module include a processing task, a task handler, and a task processing time.
  • a task management system the system includes: [0039] a reading module, configured to read a chat record;
  • an extraction module configured to extract a chat entry in the chat record, where the chat entry includes a task identification identifier
  • a generating module configured to generate a corresponding task in the case management system according to the task identification identifier.
  • system includes:
  • a screening module configured to filter the task identification identifier, and obtain a task startup identifier
  • the generating module generates a corresponding task in the case management system according to the task startup identifier.
  • chat entry extracted by the extraction module further includes a case identification identifier
  • the system further includes a search module, wherein the search module is configured to find a corresponding case in the case management system according to the case identification identifier;
  • the generating module generates a corresponding task in the case in the case management system according to the task identification identifier.
  • the tasks generated by the generating module include a processing task, a task handler, and a task processing time.
  • the system includes an association module, and the association module is configured to associate the chat record with a corresponding task.
  • the beneficial effects of the present invention are:
  • the management method and system for the task provided by the present invention by reading the chat record, extracting the task identification identifier according to the chat record, and identifying the identity in the case according to the task identification Intelligently generate corresponding tasks in the system.
  • the traditional manual new task mode is changed to the intelligent task generation mode, which simplifies user operations and improves work efficiency.
  • FIG. 1 is a schematic flow chart of a first embodiment of a method for managing a task according to the present invention:
  • FIG. 2 is a schematic flow chart of a second embodiment of a task management method according to the present invention:
  • FIG. 3 is a schematic structural diagram of a first embodiment of a management system for tasks according to the present invention: [0054] FIG.
  • FIG. 4 is a schematic structural diagram of a second embodiment of a management system for a task according to the present invention.
  • FIG. 1 is a schematic flowchart of a first embodiment of a task management method according to the present invention.
  • the method for managing a task includes the following steps:
  • the chat record refers to a chat history content that is communicated by using a chat tool.
  • the chat tool includes not limited to QQ, Skype, WeChat or any other tool that can be used for communication, and is not limited herein.
  • S140 Extract a chat entry in the chat record, where the chat entry includes a task identification identifier.
  • chat record includes chat content of both the agent and the client, and the chat record list is itemized, and the chat item is extracted.
  • the chat entry includes a task identification identifier
  • the task identification identifier refers to an identifier that identifies a task from the chat entry.
  • S160 Generate a corresponding task in the case management system according to the task identification identifier.
  • the case management system refers to an auxiliary tool used by an agency or enterprise to manage a case, including a client.
  • Various types of case management systems such as modes and Internet modes, that can assist in managing cases, are not limited here.
  • the tasks include not limited to processing tasks, task handlers, or task processing.
  • the method for managing a task provided by the embodiment, by reading a chat record, extracts a task identification identifier according to the chat record, and intelligently identifies the identifier in the case management system according to the task identification identifier. Generate the corresponding task. In this way, the traditional manual new task mode is changed to the intelligent task creation mode, which simplifies user operations and improves work efficiency.
  • FIG. 2 is a schematic flowchart of a second embodiment of a task management method according to the present invention.
  • the embodiment provides a task management method, including the following steps:
  • the chat record refers to a chat history content that is communicated by using a chat tool.
  • the chat tool includes not limited to QQ, Skype, WeChat or any other tool that can be used for communication, and is not limited herein.
  • S220 Extract a chat entry in the chat record, where the chat entry includes a task identification identifier and a case identification identifier.
  • the case identification identifier is an identifier that identifies a case from the chat item, and the identifier includes content not limited to a case name, a case number, an application number, or a certificate number.
  • S230 Filter the task identification identifier to obtain a task startup identifier.
  • the task initiation identifier refers to determining, in the task identification identifier, an identifier for starting the task.
  • chat entries when all the chat entries are included in the "pre-publication" field, the chat entry containing the above field is attributed to the task identification identifier; and all the task identification identifiers including the "advance public" are continued.
  • the chat entry is filtered, and the chat entry containing the fields such as "request” or "request” in the task identification identifier is filtered out, and the task startup identifier is obtained.
  • S240 Find a corresponding case in the case management system according to the case identification identifier.
  • S250 generating a corresponding one in the case in the case management system according to the task identification identifier Mission.
  • the chat entry further includes content such as a task deadline identifier, a task handler identifier, and the like, and is used for managing the generated deadlines of the task, processing personnel, and the like.
  • S260 Associate the chat record with the corresponding task.
  • chat record is associated with the generated task.
  • the method for managing a task obtained by the present embodiment obtains a corresponding case of a required task in the case management system by acquiring a case identification identifier, and more accurately searches for a corresponding method.
  • FIG. 3 is a schematic structural diagram of a first embodiment of a task management system according to the present invention.
  • the present embodiment provides a task management system 100, including a reading module 120, an extraction module 140, and A module 160 is generated.
  • the reading module 120 is configured to read a chat record.
  • the chat record refers to a chat history content that is communicated by using a chat tool.
  • the chat tool includes not limited to QQ, Skype, WeChat or any other tool that can be used for communication, and is not limited herein.
  • the extraction module 140 is configured to extract a chat entry in the chat record, where the chat entry includes a task identification identifier.
  • chat record includes chat content of both the agent and the client, the chat record list is entered, and the chat entry is extracted.
  • the chat entry includes a task identification identifier
  • the task identification identifier refers to an identifier that identifies a task from the chat entry.
  • the generating module 160 is configured to generate a corresponding task in the case management system according to the task identification identifier.
  • the case management system refers to an auxiliary tool used by an agency or an enterprise to manage a case, including a client mode, an internet mode, and the like, as long as it can assist in managing a case management system, and Do not limit it.
  • the tasks include not limited to processing tasks, task handlers, or task processing.
  • FIG. 4 is a schematic structural diagram of a second embodiment of a task management system according to the present invention.
  • the present embodiment provides a task management system 200, including a reading module 210, an extraction module 220, The screening module 230, the lookup module 240, the generation module 250, and the association module 260.
  • the reading module 210 reads a chat record.
  • the chat record refers to a chat history content that is communicated by using a chat tool.
  • the chat tool includes not limited to QQ, Skype, WeChat or any other tool that can be used for communication, and is not limited herein.
  • the extraction module 220 extracts a chat entry in the chat record, where the chat entry includes a task identification identifier and a case identification identifier.
  • the case identification identifier is an identifier that identifies a case from the chat item, and the identifier includes content not limited to a case name, a case number, an application number, or a certificate number.
  • the screening module 230 filters the task identification identifier to obtain a task startup identifier.
  • the task initiation identifier refers to determining, in the task identification identifier, an identifier for starting the task.
  • the extraction module 220 extracts a field containing "advance public" in all chat entries
  • the chat entry containing the above field is attributed to the task identification identifier
  • the screening module 230 continues to all
  • the chat entry including the task identification identifier of the "early public” is filtered, and the chat entry including the "request” or "request” field in the task identification identifier is filtered out, and the task startup identifier is obtained.
  • the searching module 240 finds a corresponding case in the case management system according to the case identification identifier.
  • the searching module 240 performs a search in the case management system according to the case identification identifier, and finds a case corresponding to the case identification identifier in the case management system, thereby avoiding the task. Generated in cases that do not correspond.
  • the generating module 250 generates a corresponding task in the case in the case management system according to the task identification identifier.
  • the generating module 250 After the searching module 240 finds the corresponding case in the case management system, the generating module 250 generates a corresponding task in the case according to the task identification identifier.
  • the chat entry further includes content such as a task deadline identifier, a task handler identifier, and the like, and is used to manage information such as a deadline, a processing person, and the like of the generated task.
  • the association module 260 processes the chat record with the corresponding task.
  • association module 260 associates the chat record with the task in the generated task.
  • the present invention provides a task management system, which reads a chat record through a reading module, and then extracts a task identification identifier through an extraction module, and the generation module further identifies the identifier according to the task. Intelligently generate corresponding tasks in the case management system. Through the management system of this task, the traditional manual creation task is changed to the intelligent generation task mode, which simplifies user operations and improves work efficiency.
  • the search module accurately searches for the corresponding case to generate a task in the case, and avoids the occurrence of the task generation not corresponding to the case, and the smart search method can also reduce the human operation. The probability of error occurrence;
  • the association record is used to associate the chat record with the corresponding task, which is more convenient for the user to consult.

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  • Business, Economics & Management (AREA)
  • Engineering & Computer Science (AREA)
  • Human Resources & Organizations (AREA)
  • Strategic Management (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Theoretical Computer Science (AREA)
  • Economics (AREA)
  • Physics & Mathematics (AREA)
  • General Physics & Mathematics (AREA)
  • Marketing (AREA)
  • Operations Research (AREA)
  • General Business, Economics & Management (AREA)
  • Tourism & Hospitality (AREA)
  • Quality & Reliability (AREA)
  • Educational Administration (AREA)
  • Game Theory and Decision Science (AREA)
  • Development Economics (AREA)
  • Data Mining & Analysis (AREA)
  • Audiology, Speech & Language Pathology (AREA)
  • Artificial Intelligence (AREA)
  • Health & Medical Sciences (AREA)
  • General Engineering & Computer Science (AREA)
  • Computational Linguistics (AREA)
  • General Health & Medical Sciences (AREA)
  • Computer Hardware Design (AREA)
  • Information Transfer Between Computers (AREA)

Abstract

La présente invention concerne un procédé de gestion de tâches et un système de gestion de tâches. Le procédé comprend les étapes suivantes consistant à : lire un enregistrement de dialogue en ligne (S120) ; extraire des éléments de dialogue en ligne dans l'enregistrement de dialogue en ligne, lesdits éléments de dialogue en ligne comprenant des identifiants de reconnaissance de tâche et des identifiants de reconnaissance de cas (S140) ; réaliser un filtrage sur les identifiants de reconnaissance de tâche pour obtenir un identifiant de démarrage de tâche ; rechercher un cas correspondant dans un système de gestion de cas selon les identifiants de reconnaissance de cas ; générer une tâche correspondante dans le cas dans le système de gestion de cas selon l'identifiant de démarrage de tâche (S160) ; et réaliser un traitement d'association sur l'enregistrement de dialogue en ligne et la tâche correspondante. De cette façon, un système de création manuelle d'une tâche est changé en un système de génération intelligente, ce qui simplifie les opérations d'un utilisateur et améliore l'efficacité de travail.
PCT/CN2016/108741 2016-12-06 2016-12-06 Procédé et système de gestion de tâches Ceased WO2018102993A1 (fr)

Priority Applications (2)

Application Number Priority Date Filing Date Title
CN201680091384.XA CN110291759B (zh) 2016-12-06 2016-12-06 一种任务的管理方法及系统
PCT/CN2016/108741 WO2018102993A1 (fr) 2016-12-06 2016-12-06 Procédé et système de gestion de tâches

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
PCT/CN2016/108741 WO2018102993A1 (fr) 2016-12-06 2016-12-06 Procédé et système de gestion de tâches

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WO2018102993A1 true WO2018102993A1 (fr) 2018-06-14

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CN111708811A (zh) * 2020-05-27 2020-09-25 北京嗨学网教育科技股份有限公司 访客数据管理方法、装置、电子设备以及存储介质
CN113285868B (zh) * 2021-04-29 2022-10-04 上海掌门科技有限公司 任务生成方法、设备以及计算机可读介质
CN113570401A (zh) * 2021-06-18 2021-10-29 北京房江湖科技有限公司 用户回访管理方法、存储介质及程序产品
CN113992611A (zh) * 2021-08-30 2022-01-28 北京百度网讯科技有限公司 一种任务信息管理方法、装置、设备及存储介质
CN113741754A (zh) * 2021-09-14 2021-12-03 北京字跳网络技术有限公司 任务创建方法、装置、电子设备和计算机可读存储介质

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