CN-121998290-A - Work order duplicate checking method, device, equipment, storage medium and product

CN121998290ACN 121998290 ACN121998290 ACN 121998290ACN-121998290-A

Abstract

The application discloses a work order duplicate checking method, a device, equipment, a storage medium and a product, which belong to the field of data processing and are used for quickly checking the work order duplicate. The method comprises the steps of obtaining a plurality of historical worksheets, obtaining a to-be-checked heavy worksheets, wherein the historical worksheets are worksheets generated by histories, the to-be-checked heavy worksheets are worksheets data needing to be checked, summarizing the historical worksheets to obtain a plurality of first summary worksheets, summarizing the to-be-checked heavy worksheets to obtain a second summary worksheets, determining first feature vectors corresponding to the first summary worksheets and second feature vectors corresponding to the second summary worksheets, determining first similarity of the first feature vectors and the second feature vectors, and determining whether the to-be-checked heavy worksheets are the heavy worksheets or not based on the first similarity.

Inventors

WANG QIANGXIN
WANG RUJUAN
ZHAO HU
WU YAQI
Yang Fukuan

Assignees

中移智捷科技(北京)有限公司
中国移动通信集团有限公司

Dates

Publication Date: 20260508
Application Date: 20251215

Claims (10)

1. A work order duplication checking method, comprising: Acquiring a plurality of historical work orders and acquiring a work order to be checked, wherein the historical work orders are work order data generated by history, and the work order to be checked is work order data needing to be checked; Summarizing each historical work order to obtain a plurality of first summary work orders, and summarizing the to-be-checked heavy work orders to obtain a second summary work order; determining a first characteristic vector corresponding to each first summary work order and a second characteristic vector corresponding to each second summary work order; and determining first similarity of each first feature vector and each second feature vector, and determining whether the to-be-checked work order is a repeated work order or not based on the first similarity.
2. The method of claim 1, wherein determining the first feature vector corresponding to each of the first summary worksheets and the second feature vector corresponding to the second summary worksheets comprises: Inputting the first total worksheet into a pre-trained semantic vector model to obtain the first feature vector, wherein the first feature vector is a floating point number vector related to the first total worksheet; and inputting the second total worksheet into the pre-trained semantic vector model to obtain the second feature vector, wherein the second feature vector is a floating point number vector related to the second total worksheet.
3. The method of claim 1, wherein said summarizing each of said historical worksheets comprises: acquiring a work order summary element, wherein the work order summary element is an essential element for forming the first summary work order and the second summary work order; And inputting the historical worksheet and the worksheet summarizing element into a preset large language model, so that the large language model summarizes the historical worksheet based on the worksheet summarizing element to obtain the first summarized worksheet.
4. The method of claim 1, wherein after determining the first feature vector corresponding to each of the first summary worksheets, the method further comprises: Inputting the first summary worksheet into a preset first database for storage, and inputting the first feature vector into a preset second database for storage; determining a first index table based on a correspondence between the first summary worksheet and the first feature vector; Determining a third feature vector in the second database, and determining a third summary worksheet in the first database based on the third feature vector and the first index table, wherein the third feature vector is the first feature vector with the similarity to the second feature vector being greater than a first threshold, and the third summary worksheet is the first summary worksheet corresponding to the third feature vector.
5. The method of claim 4, wherein after the determining whether the rework sheet is a duplicate sheet based on the first similarity, the method further comprises: inputting the second summary worksheet into the first database for storage, and inputting the second feature vector into the second database for storage; And updating the first index table based on the corresponding relation between the second summary worksheet and the second feature vector.
6. The method of claim 1, wherein the obtaining the rework sheet to be inspected comprises: obtaining to-be-checked re-session data, wherein the to-be-checked re-session data is data generated by a user and customer service for a session; And determining the heavy work order to be checked based on the heavy conversation data to be checked.
7. A work order duplication checking device, comprising: The first acquisition module is used for acquiring a plurality of historical work orders and acquiring a work order to be checked, wherein the historical work orders are work order data generated by histories, and the work order to be checked is work order data required to be checked; the first summarizing module is used for summarizing each historical work order to obtain a plurality of first summarizing work orders, summarizing the to-be-checked heavy work orders and obtaining a second summarizing work order; the first determining module is used for determining a first characteristic vector corresponding to each first total work order and a second characteristic vector corresponding to each second total work order; and the second determining module is used for determining first similarity of each first characteristic vector and each second characteristic vector and determining whether the work order to be checked is a repeated work order or not based on the first similarity.
8. An electronic device, the device comprising: processor, and A memory arranged to store computer executable instructions configured for execution by the processor, the executable instructions comprising steps for performing the work order duplication method of any one of claims 1 to 6.
9. A storage medium storing computer-executable instructions for causing a computer to perform the work order duplication method of any one of claims 1 to 6.
10. A computer program product comprising a computer program which, when executed by a processor, implements the work order repeat checking method of any one of claims 1 to 6.

Description

Work order duplicate checking method, device, equipment, storage medium and product Technical Field The application belongs to the field of data processing, and particularly relates to a work order duplicate checking method, a device, equipment, a storage medium and a product. Background With the development of online services (such as the popularization of online hotlines, etc.), the number of worksheets is continuously accumulated. The same problem of incoming call feedback may be repeated by the user in a short time, or similar problem of incoming call feedback may be performed by different users, which may cause that the work order processor needs to process the repeated work order, and waste is caused to manpower. Under the condition, the operator can check the progress condition of the user historical repeated worksheets and feed back the progress condition to the caller in time by inquiring the repeated worksheets, and on the other hand, the worksheet processor can conduct case combining processing on the repeated worksheets so as to reduce the labor cost required by processing the worksheets. However, the existing work order duplication checking method needs to take a long time. Therefore, a method capable of quickly performing work order repeat checks is needed. Disclosure of Invention The embodiment of the application provides a work order duplicate checking method which can quickly check the work order duplicate. In a first aspect, an embodiment of the application provides a work order repeat checking method, which comprises the steps of obtaining a plurality of historical work orders, obtaining a work order to be checked, wherein the historical work orders are work order data generated by history, the work order to be checked is work order data needing repeat checking, summarizing the historical work orders to obtain a plurality of first summary work orders, summarizing the work order to be checked to obtain a second summary work order, determining a first feature vector corresponding to the first summary work order and a second feature vector corresponding to the second summary work order, determining first similarity of the first feature vector and the second feature vector, and determining whether the work order to be checked is a repeat work order based on the first similarity. The embodiment of the application provides a work order re-checking device, which comprises a first acquisition module, a first summarizing module, a first determining module and a second determining module, wherein the first acquisition module is used for acquiring a plurality of historical work orders and acquiring a work order to be checked, the historical work orders are work order data generated by histories, the work order to be checked is work order data needing to be checked, the first summarizing module is used for summarizing each historical work order to obtain a plurality of first summarizing work orders and summarizing the work order to be checked to obtain a second summarizing work order, the first determining module is used for determining a first feature vector corresponding to each first summarizing work order and a second feature vector corresponding to each second summarizing work order, and the second determining module is used for determining the first similarity of each first feature vector and the second feature vector and determining whether the work order to be checked is a repeated work order or not based on the first similarity. In a third aspect, an embodiment of the present application provides an electronic device, including a processor, a memory, and a program or instruction stored on the memory and executable on the processor, the program or instruction implementing the steps of the method according to the first aspect when executed by the processor. In a fourth aspect, embodiments of the present application provide a readable storage medium having stored thereon a program or instructions which when executed by a processor perform the steps of the method according to the first aspect. In a fifth aspect, embodiments of the present application provide a computer program product which, when executed by a processor, implements the steps of the method according to the first aspect. In a sixth aspect, an embodiment of the present application provides a chip, where the chip includes a processor and a communication interface, where the communication interface is coupled to the processor, and where the processor is configured to execute a program or instructions to implement a method according to the first aspect. In the embodiment of the application, a plurality of historical worksheets are obtained, a to-be-checked heavy worksheet is obtained, the historical worksheets are historically generated worksheet data, the to-be-checked heavy worksheets are the worksheet data required to be checked, the historical worksheets are summarized to obtain a plurality of first summarized worksheets, the to-b