技术领域technical field
本发明涉及计算机技术领域，特别涉及一种用于控制业务的工作流程的方法和装置。The invention relates to the field of computer technology, in particular to a method and device for controlling business workflow.
背景技术Background technique
随着计算机和信息化技术的迅速发展，大部分的企业都采用了办公自动化等的工作流程(workflow)控制系统，例如用于客户服务、技术支持、供应链管理、工程制造等方面的流程控制，以提高企业内各部门的工作效率、实现精确的过程控制、或增强对客户的服务质量。With the rapid development of computer and information technology, most enterprises have adopted workflow control systems such as office automation, such as process control for customer service, technical support, supply chain management, engineering manufacturing, etc. , to improve the efficiency of various departments within the enterprise, to achieve precise process control, or to enhance the quality of service to customers.
工作流程控制系统主要用于为实现企业的某个业务目标，利用计算机技术，在参与者与系统之间、或多个参与者之间，按照预定的规则和流程来自动传递文档、信息或或执行任务。The workflow control system is mainly used to achieve a certain business goal of the enterprise, using computer technology to automatically transfer documents, information or or perform tasks.
然而，现有的工作流程控制方法一般需要用户登录流程管理系统后手动地填写、提交表单或进行操作，来推动流程的进展，灵活性较差。However, the existing workflow control methods generally require users to manually fill in, submit forms or perform operations after logging in to the process management system to promote the progress of the process, which is less flexible.
发明内容Contents of the invention
鉴于上述问题，提出了本发明以便提供一种克服上述问题或者至少部分地解决上述问题的用于控制业务的工作流程的方法和装置。In view of the above problems, the present invention is proposed to provide a method and device for controlling the workflow of a service which overcome the above problems or at least partly solve the above problems.
根据本发明的一个方面的实施例，提供了一种用于控制业务的工作流程的方法，包括：获取与业务有关的会话的内容，基于所述会话的内容，判断所述业务的工作流程是否要从当前的流程节点转移到另一个流程节点，其中，所述会话已经有至少一个用户参与；当判断结果为肯定时，将所述业务的工作流程转移到所述另一流程节点。According to an embodiment of an aspect of the present invention, a method for controlling a business workflow is provided, including: obtaining the content of a session related to the business, and based on the content of the session, judging whether the workflow of the business is It is necessary to transfer from the current process node to another process node, wherein at least one user has participated in the session; when the judgment result is positive, the workflow of the business is transferred to the other process node.
其中，所述方法还包括：根据所述另一个流程节点来管理所述会话。Wherein, the method further includes: managing the session according to the other process node.
其中，根据所述另一个流程节点来管理所述会话包括：将与所述另一个流程节点有关的用户加入到所述会话。Wherein, managing the session according to the another process node includes: adding a user related to the another process node to the session.
其中，根据所述另一个流程节点来管理所述会话还包括：将所述会话的历史内容发送给所加入的用户。Wherein, managing the session according to the other process node further includes: sending the historical content of the session to the joined user.
其中，所述会话包括多个用户之间的即时消息会话。Wherein, the conversation includes an instant message conversation among multiple users.
其中，所述会话的内容包括以下中的一项或多项：文本、图片、音频、以及视频。Wherein, the content of the conversation includes one or more of the following: text, picture, audio, and video.
其中，判断所述业务的工作流程是否要从当前的流程节点转移到另一个流程节点包括：对所述文本进行识别以确定是否存在与所述另一个流程节点相对应的关键词；如果存在，则将当前的流程节点转移到存在所述关键词的另一个流程节点。Wherein, judging whether the workflow of the business is to be transferred from the current process node to another process node includes: identifying the text to determine whether there is a keyword corresponding to the other process node; if so, Then transfer the current process node to another process node where the keyword exists.
根据本发明另一个方面的实施例，提供了一种用于控制业务的工作流程的装置，包括：会话模块，用于获取与业务有关的会话的内容；工作流程模块，用于基于与业务有关的会话的内容，判断所述业务的工作流程是否要从当前的流程节点转移到另一个流程节点，其中，所述会话已经有至少一个用户参与；以及当判断结果为肯定时，将所述业务的工作流程转移到所述另一流程节点。According to an embodiment of another aspect of the present invention, a device for controlling the workflow of a business is provided, including: a session module, used to obtain the content of a session related to the business; a workflow module, used to The content of the session, determine whether the workflow of the business is to be transferred from the current process node to another process node, wherein at least one user has participated in the session; and when the judgment result is positive, the business The workflow of the node is transferred to the other process node.
其中，所述会话模块还用于：根据所述另一个流程节点来管理所述会话。Wherein, the session module is further configured to: manage the session according to the other process node.
其中，所述会话模块进一步用于：将与所述另一个流程节点有关的用户加入到所述会话。Wherein, the session module is further configured to: add a user related to the other process node to the session.
其中，所述会话模块进一步用于：将所述会话的历史内容发送给所加入的用户。Wherein, the conversation module is further used for: sending the history content of the conversation to the joined users.
其中，所述会话包括多个用户之间的即时消息会话。Wherein, the conversation includes an instant message conversation among multiple users.
其中，所述会话的内容包括以下中的一项或多项：文本、图片、音频、以及视频。Wherein, the content of the conversation includes one or more of the following: text, picture, audio, and video.
其中，所述会话模块进一步用于：对所述文本进行识别以确定是否存在与所述另一个流程节点相对应的关键词；以及如果存在，则将当前的流程节点转移到存在所述关键词的另一个流程节点。Wherein, the conversation module is further used to: identify the text to determine whether there is a keyword corresponding to the other process node; and if there is, transfer the current process node to the keyword Another process node for .
根据本发明上述实施例的控制业务的工作流程的方法或装置，本发明实施例将工作流程的控制与即时消息等的通讯会话相结合，基于用户发送的即时消息就可以推动业务的工作流程的进展，更加便捷灵活。According to the method or device for controlling the workflow of a business in the above-mentioned embodiments of the present invention, the embodiment of the invention combines the control of the workflow with communication sessions such as instant messages, and can promote the workflow of the business based on the instant message sent by the user. Progress, more convenient and flexible.
附图说明Description of drawings
通过阅读下文优选实施方式的详细描述，各种其他的优点和益处对于本领域普通技术人员将变得清楚明了。在附图中：Various other advantages and benefits will become apparent to those of ordinary skill in the art upon reading the following detailed description of the preferred embodiment. In the attached picture:
图1示出了本发明实施例的工作流程控制系统的示例架构；FIG. 1 shows an example architecture of a workflow control system according to an embodiment of the present invention;
图2A示出了本发明实施例的示例工作流程控制装置；Figure 2A shows an example workflow control device of an embodiment of the present invention;
图2B示出了本发明实施例的控制业务的工作流程的示例；Fig. 2B shows an example of the workflow of the control service in the embodiment of the present invention;
图3示出了根据本发明一个实施例的用于控制业务的工作流程的方法的流程图；FIG. 3 shows a flowchart of a method for controlling a business workflow according to an embodiment of the present invention;
图4示出了根据本发明另一个实施例的用于控制业务的工作流程的方法的流程图；FIG. 4 shows a flowchart of a method for controlling a business workflow according to another embodiment of the present invention;
图5示出了根据本发明一个实施例的用于控制业务的工作流程的装置的结构框图；Fig. 5 shows a structural block diagram of an apparatus for controlling a business workflow according to an embodiment of the present invention;
图6示出了根据本发明一个实施例的用于控制业务的工作流程的装置的结构示意图。Fig. 6 shows a schematic structural diagram of an apparatus for controlling a business workflow according to an embodiment of the present invention.
具体实施方式detailed description
下面将参照附图更详细地描述本公开的示例性实施例。虽然附图中显示了本公开的示例性实施例，然而应当理解，可以以各种形式实现本公开而不应被这里阐述的实施例所限制。相反，提供这些实施例是为了能够更充分地理解本公开，并且能够将本公开的范围完整的传达给本领域的技术人员。Exemplary embodiments of the present disclosure will be described in more detail below with reference to the accompanying drawings. Although exemplary embodiments of the present disclosure are shown in the drawings, it should be understood that the present disclosure may be embodied in various forms and should not be limited to the embodiments set forth herein. Rather, these embodiments are provided so that the present disclosure can be more fully understood, and will fully convey the scope of the present disclosure to those skilled in the art.
图1示出了本发明实施例的工作流程控制系统100的示例架构，如图1所示，工作流程控制系统包括：工作流程控制装置10、会话装置20、终端30、以及网络40。FIG. 1 shows an example architecture of a workflow control system 100 according to an embodiment of the present invention. As shown in FIG. 1 , the workflow control system includes: a workflow control device 10 , a session device 20 , a terminal 30 , and a network 40 .
在工作流程控制系统100中，网络40可以例如是互联网、局域网、广域网、或其组合。工作流程控制装置10、会话装置20、以及终端30通过网络40进行通信。在一个示例中，工作流程控制系统100可以例如是企业内部的自动办公系统，则工作流程控制装置10、会话装置20、以及终端30通过企业的局域网、内联网进行通信。在另一个示例中，工作流程控制系统100中的位于不同地点的至少一个终端30可以采用VPN技术，经由互联网，来实现对其他终端30以及工作流程控制装置10的远程访问。In the workflow control system 100, the network 40 may be, for example, the Internet, a local area network, a wide area network, or a combination thereof. The workflow control device 10 , the session device 20 , and the terminal 30 communicate through a network 40 . In an example, the workflow control system 100 may be an automatic office system within an enterprise, and the workflow control device 10 , the session device 20 , and the terminal 30 communicate through the enterprise's local area network or intranet. In another example, at least one terminal 30 located in different locations in the workflow control system 100 can implement remote access to other terminals 30 and the workflow control device 10 via the Internet by using VPN technology.
工作流程控制装置10作为工作流程控制系统100中执行工作流程的服务器来操作。本文中的术语“工作流程”指的是对一项业务的部分或整体在计算机应用环境下的自动化。其中，可以包括对多个任务进行监控、解释以及有序执行。其中，工作流程中的任务可能由一个或多个人来完成，也可能由一个或多个软件系统来完成，还可以由一个或多个人与软件系统协作完成。The workflow control apparatus 10 operates as a server executing a workflow in the workflow control system 100 . The term "workflow" in this article refers to the automation of a part or the whole of a business in a computer application environment. Among them, it can include monitoring, explaining and orderly executing multiple tasks. Among them, the tasks in the workflow may be completed by one or more people, may also be completed by one or more software systems, and may also be completed by one or more people in cooperation with the software system.
一般地，业务的工作流程是一个预定义的流程。其由多个节点组成，每个节点中包括特定的任务。工作流程控制装置10用于对这样的预定义流程进行定义、解释、以及运行。具体地，工作流程控制装置10上存储该预定义的流程，并且为这些预定义流程的执行提供运行环境。Generally, a business workflow is a predefined process. It consists of multiple nodes, each node includes a specific task. The workflow control device 10 is used for defining, interpreting, and running such a predefined workflow. Specifically, the workflow control device 10 stores the predefined procedures and provides an operating environment for the execution of these predefined procedures.
在本文中，将工作流程的各个节点上的任务的执行者称为“用户”。例如，用户可以是企业的各部门的员工，或者可以是进行质量反馈的客户。用户通过终端30来执行与工作流程中的每个节点有关的动作以推动流程的进展。在现有的工作流系统中，所述动作例如可以包括登录系统后提交表单、上传文件等。In this article, the executors of the tasks on each node of the workflow are called "users". For example, a user may be an employee of each department of an enterprise, or may be a customer who gives quality feedback. The user executes actions related to each node in the workflow through the terminal 30 to promote the progress of the workflow. In an existing workflow system, the action may include submitting a form, uploading a file, etc. after logging into the system, for example.
示例性的终端设备30可以包括智能手机、平板设备、台式计算机、膝上型计算、个人数字助理、以及可以通过网络40发送和接收数据的任何其他电子设备。Exemplary end devices 30 may include smartphones, tablet devices, desktop computers, laptop computers, personal digital assistants, and any other electronic device that can send and receive data over the network 40 .
一般地，在工作流程控制系统100中，终端设备30上运行浏览器或其他客户端程序。当用户完成相应的任务时，通过所述浏览器或客户端程序登录管理系统，手动地进行操作来更新业务流程中相应节点的状态，以推动工作流程的进展。Generally, in the workflow control system 100 , a browser or other client programs run on the terminal device 30 . When the user completes the corresponding task, he logs into the management system through the browser or the client program, and manually operates to update the status of the corresponding node in the business process, so as to promote the progress of the work process.
在本发明的实施例中，终端设备30上还安装有用于进行会话的客户端程序，例如即时消息应用程序。用户还可以通过该客户端程序相互交互或者与工作流程控制装置10进行交互。In the embodiment of the present invention, a client program for conversation, such as an instant messaging application program, is also installed on the terminal device 30 . Users can also interact with each other or with the workflow control device 10 through the client program.
相应地，本发明实施例的工作流程控制系统100中还包括会话装置20，会话装置20可以用于提供上述的用户之间的、或用户与工作流程控制装置10之间的会话，并且将该会话与一个或多个业务相关联。具体地，本发明实施例中所述的会话一般指的是由至少一个用户参与的通讯会话。例如，该会话可以是基于即时消息的会话。Correspondingly, the workflow control system 100 of the embodiment of the present invention further includes a conversation device 20, which can be used to provide the above-mentioned conversation between users or between a user and the workflow control device 10, and A session is associated with one or more services. Specifically, the session described in the embodiments of the present invention generally refers to a communication session participated by at least one user. For example, the session may be an instant messaging based session.
如将从下文中认识到的，在一些实施方式中，会话装置20可以被实现为工作流程控制装置10的一部分。在另一些实施方式中，会话装置20可以由即时消息应用提供商提供，实现在工作流程控制装置10之外。As will be appreciated hereinafter, in some embodiments the session device 20 may be implemented as part of the workflow control device 10 . In some other implementation manners, the conversation device 20 may be provided by an instant message application provider, and implemented outside the workflow control device 10 .
在本发明实施例中，会话装置20能够从终端30获取会话的内容，并将会话内容提供给工作流程控制装置10。工作流程控制装置10基于会话的内容来推进业务的执行。In the embodiment of the present invention, the conversation device 20 can obtain the conversation content from the terminal 30 and provide the conversation content to the workflow control device 10 . The workflow control device 10 advances the execution of the business based on the content of the conversation.
图2A示出了根据本发明实施例的工作流程控制装置10的示例结构，如图2A所示的，工作流程控制装置10进一步包括工作流程设计器101、工作流程执行器102、会话管理器103、以及数据库104。Figure 2A shows an example structure of a workflow control device 10 according to an embodiment of the present invention, as shown in Figure 2A, the workflow control device 10 further includes a workflow designer 101, a workflow executor 102, and a session manager 103 , and database 104 .
工作流程设计器101用于对业务的工作流程进行定义。例如，工作流程设计器101可以提供图形化的用户界面，以供用户通过该界面来设计流程。流程的设计可以包括绘制节点、添加与节点有关的上下文信息、定义节点之间的关系、设置节点的访问权限等。工作流程设计器101还可以用于对已定义的业务流程进行修改，例如，添加或删除节点、修改节点的上下文信息等。The workflow designer 101 is used to define the workflow of the business. For example, the workflow designer 101 may provide a graphical user interface for users to design a process through the interface. The design of the process may include drawing nodes, adding contextual information related to nodes, defining relationships between nodes, setting access permissions of nodes, and so on. The workflow designer 101 can also be used to modify a defined business process, for example, adding or deleting nodes, modifying context information of nodes, and so on.
在一个示例中，工作流程设计器101用于生成工作流模板。工作流模板可以存储在数据库104中。工作流程执行器102将上述的工作流模板实例化，得到工作流程实例105。如图2所示地，工作流程实例105可以包括多个节点T1、T2、T3、T4和T5。具体地，其中的每个节点表示对流程中的一项任务的处理过程。每个节点还可以包括上下文信息。具体地，上下文信息可以包括与该节点相关联的用户、与该节点有关的路由信息、该节点的任务描述等。其中，路由信息指的是该节点与其他节点之间的连接关系，节点的任务描述可以包括节点的触发条件、完成条件、权限信息等。节点可能由用户来执行，也可能由系统自动地执行。In one example, the workflow designer 101 is used to generate workflow templates. Workflow templates may be stored in database 104 . The workflow executor 102 instantiates the aforementioned workflow template to obtain a workflow instance 105 . As shown in FIG. 2 , the workflow instance 105 may include a plurality of nodes T1 , T2 , T3 , T4 and T5 . Specifically, each node therein represents the processing of a task in the process. Each node may also include contextual information. Specifically, the context information may include users associated with the node, routing information related to the node, task description of the node, and the like. Wherein, the routing information refers to the connection relationship between the node and other nodes, and the task description of the node may include trigger conditions, completion conditions, authority information, etc. of the node. Nodes may be executed by the user or automatically by the system.
在本发明的一个实施例中，工作流程实例105中的节点T1、T2、T3、以及T4可能由多个用户协作执行。例如，T2、T3由John执行，T1、T4由Mike执行。在这种情况下，多个协作执行的用户通过即时消息会话来交互与工作流有关的信息。In one embodiment of the present invention, the nodes T1, T2, T3, and T4 in the workflow instance 105 may be executed cooperatively by multiple users. For example, T2 and T3 are executed by John, and T1 and T4 are executed by Mike. In this case, multiple collaboratively executing users interact with workflow-related information through an instant messaging session.
工作流程执行器102用于流程的执行。在本发明实施例中，工作流程执行器102基于与业务有关的即时消息会话的内容来在流程节点之间转移，以推动流程进展。The workflow executor 102 is used to execute the workflow. In the embodiment of the present invention, the workflow executor 102 transfers between process nodes based on the content of the business-related instant message conversation, so as to promote the progress of the process.
工作流程控制装置10还包括会话管理器103。在一些实施例中，在如图1所示的工作流程控制系统100中，会话管理器103具有与会话装置20对应的用于通信的API接口。通过该接口，会话管理器103能够获取多个终端30之间的会话的内容，并且能够通过该接口来指示会话装置20对所述会话进行管理。作为示例，对会话进行管理包括调整会话成员(例如加入或删除成员)、保存会话的历史内容、推送通知等。The workflow control device 10 also includes a session manager 103 . In some embodiments, in the workflow control system 100 shown in FIG. 1 , the session manager 103 has an API interface corresponding to the session device 20 for communication. Through this interface, the session manager 103 can obtain the content of the session between multiple terminals 30, and can instruct the session device 20 to manage the session through this interface. As an example, managing a session includes adjusting session members (eg, adding or removing members), saving session history, pushing notifications, and the like.
在一些实施例中，响应于工作流程执行器102开始执行业务的工作流程，例如，当工作流程执行器102根据工作流程模板启动一个工作流程实例时，会话管理器103可以建立一个会话，并且可以将该会话与该工作流程相关联。当会话管理器103建立这样的会话时，会话管理器103可以从数据库104中获取与该业务有关的多个用户并将所有这些用户都加入到会话中。例如，将上述的节点T1、T2、T3、以及T4的执行者John、Mike加入到该会话中。在另一些实施例中，如下文中所描述的，会话管理器103在每个流程节点上将与该流程节点相关联的用户加入会话中，例如，在节点T1，仅有Mike参加会话，随后，在节点T2，将John加入会话中。In some embodiments, in response to the workflow executor 102 starting to execute a business workflow, for example, when the workflow executor 102 starts a workflow instance according to the workflow template, the session manager 103 can establish a session, and can Associate this session with this workflow. When the session manager 103 establishes such a session, the session manager 103 can obtain multiple users related to the service from the database 104 and add all these users to the session. For example, the executors John and Mike of the above-mentioned nodes T1, T2, T3, and T4 are added to the session. In some other embodiments, as described below, the session manager 103 joins the user associated with the process node into the session at each process node, for example, at node T1, only Mike participates in the session, and then, At node T2, John is added to the session.
本发明实施例中，工作流程执行器102根据会话管理器103提供的会话内容来判断业务的工作流程是否要从当前的流程节点转移到另一个流程节点。在一些实施例中，即时消息会话中包括文本信息。工作流程执行器102对该文本信息进行识别以确定是否存在与当前节点的任务描述相对应的关键词，或是否存在与另一个节点相对应的关键词。其中，任务描述可以包括表示节点的完成条件的关键词。如果检测到会话内容中存在这样的关键词，则工作流执行器102将业务的工作流程从当前节点转移到另一个节点。In the embodiment of the present invention, the workflow executor 102 judges whether the business workflow is to be transferred from the current process node to another process node according to the session content provided by the session manager 103 . In some embodiments, text messages are included in the instant messaging conversation. The workflow executor 102 identifies the text information to determine whether there is a keyword corresponding to the task description of the current node, or whether there is a keyword corresponding to another node. Wherein, the task description may include keywords indicating completion conditions of the nodes. If it is detected that such keywords exist in the conversation content, the workflow executor 102 will transfer the workflow of the business from the current node to another node.
进一步地，工作流程执行器102进入该另一个节点后，将该节点的上下文消息提供给会话管理器103。在一个示例中，节点的上下文消息包括与该节点相关联的用户，则会话管理器103可以将该用户加入到即时消息会话中。在其他示例中，会话管理器103还可以启动新的会话、关闭当前回话、或将一些用户从会话中移除。Further, after the workflow executor 102 enters the other node, it provides the context information of the node to the session manager 103 . In one example, the context message of the node includes a user associated with the node, and the session manager 103 may add the user to the instant message session. In other examples, the session manager 103 may also start a new session, close a current session, or remove some users from a session.
工作流程执行器102和会话管理器103重复执行上述过程，直到业务的工作流程结束。The workflow executor 102 and the session manager 103 repeatedly execute the above process until the workflow of the service ends.
现在参照图2B，图2B示出了本发明实施例的控制业务的工作流程的示例。示例中的过程基于即时消息会话，图2B中还示出了终端上的即时消息应用的示例性用户会话界面300。具体地，在该示例中，现场工程师John与客户工程师Mike协作，来为客户的产品问题提供解决方案，并最终由Lucy审核该解决方案。如图2B所示的，示例包括如下过程。Referring now to FIG. 2B , FIG. 2B shows an example of the workflow of the control service in the embodiment of the present invention. The process in the example is based on an instant message session, and an exemplary user session interface 300 of an instant message application on a terminal is also shown in FIG. 2B . Specifically, in this example, Field Engineer John collaborates with Customer Engineer Mike to provide a solution to a customer's product problem, which is ultimately reviewed by Lucy. As shown in FIG. 2B, examples include the following procedures.
假设会话装置中维护一个与上述业务相关联的会话。首先，John在终端的即时消息应用程序的会话界面200中启动即时消息会话。响应于即时消息会话的启动，工作流程执行器102开始于节点210。Assume that a session associated with the above service is maintained in the session device. First, John starts an instant message session on the session interface 200 of the instant message application program of the terminal. Workflow executor 102 begins at node 210 in response to initiation of an instant messaging session.
节点210包括的任务是进行现场检查。John进行现场检查后，发现需要更多的客户信息。如在会话界面200中所示的，John可以在会话中输入文本信息，文本信息中例如包括关键词“客户信息”。Node 210 includes the task of conducting site inspections. After John conducts a site inspection, he discovers that more customer information is needed. As shown in the conversation interface 200, John can input text information in the conversation, for example, the text information includes the keyword "customer information".
相应地，会话管理器103经由会话装置获取该关键词。工作流程执行器102根据该关键词，确定该关键词与节点220对应。由此，使工作流程进入节点220。Correspondingly, the session manager 103 acquires the keyword via the session device. The workflow executor 102 determines that the keyword corresponds to the node 220 according to the keyword. As a result, the workflow enters node 220 .
工作流程执行器102分析节点220的上下文信息，例如，节点220上下文信息表明该节点的任务的执行者是客户工程师Mike。然后，Mike将被加入到会话中。进一步地，还可以将会话的历史内容提供给Mike。The workflow executor 102 analyzes the context information of the node 220, for example, the context information of the node 220 indicates that the executor of the task of this node is customer engineer Mike. Mike will then be added to the session. Further, the historical content of the session can also be provided to Mike.
Mike通过浏览会话的历史内容，了解到产品问题的当前状态并通过在会话中输入文字、上传图片等方式来将相应的客户信息提供给John。工作流程执行器102可以通过对Mike输入的文本信息进行语义分析，来确定节点220是否执行完成。例如，当检测到关键词“已完成”时，根据节点之间的路由信息进入下一节点230。在一个示例中，Mike不具有参与节点230的权限，则可以将Mike从会话中移除。By browsing the historical content of the session, Mike understands the current status of the product problem and provides the corresponding customer information to John by entering text and uploading pictures in the session. The workflow executor 102 can determine whether the execution of the node 220 is completed by performing semantic analysis on the text information input by Mike. For example, when the keyword "completed" is detected, the next node 230 is entered according to the routing information between nodes. In one example, Mike does not have permission to participate in node 230, then Mike can be removed from the session.
节点230中的任务是由John提交报告。以类似的方式，工作流程执行器102分析来自John的会话内容，确定是否进入节点240。在一个示例中，在该节点中，John还可以通过会话界面200上传问题报告、现场图片等。The task in node 230 is to submit a report by John. In a similar manner, workflow executor 102 analyzes the conversation content from John to determine whether to enter node 240 . In an example, in this node, John can also upload problem reports, on-site pictures, etc. through the conversational interface 200 .
在节点240中，将项目审核者Lucy加入会话，并在该会话中将历史会话内容以及John上传的报告提供给Lucy，由Lucy查看、审核问题报告。Lucy确认后，工作流结束。这时，即时消息服务103可以关闭即时消息会话。In node 240, the project reviewer Lucy is added to the session, and the historical session content and the report uploaded by John are provided to Lucy in the session, and Lucy checks and reviews the problem report. After Lucy confirms, the workflow ends. At this time, the instant message service 103 can close the instant message session.
现在参照图3，图3示出了根据本发明一个实施例的用于控制业务的工作流程的方法300的流程图。在图3中，将参照图2B中的示例进行描述，具体地，下文中的第一终端对应于图2B示例中的John操作的终端，第二终端对应于图2B中的Mike操作的终端。并且为简化讨论，在图3中，会话装置实现在工作流程控制装置中。如图3所示，方法300包括如下步骤：Referring now to FIG. 3 , FIG. 3 shows a flowchart of a method 300 for controlling a business workflow according to an embodiment of the present invention. In FIG. 3 , description will be made with reference to the example in FIG. 2B . Specifically, the first terminal below corresponds to the terminal operated by John in the example in FIG. 2B , and the second terminal corresponds to the terminal operated by Mike in FIG. 2B . And for simplicity of discussion, in FIG. 3 , the session device is implemented in the workflow control device. As shown in Figure 3, the method 300 includes the following steps:
步骤S310，第一终端启动与工作流有关的会话。例如，John通过在该支持会话的客户端程序的用户界面中点击启动会话的图形界面。在一些实施例中，用户界面中还提供业务流程的选项，用户选择业务流程，建立针对该业务流程的会话。第一终端将会话启动请求发送给工作流程控制装置中。可选地，该会话是基于即时消息会话。Step S310, the first terminal starts a session related to workflow. For example, John starts the graphical interface of the session by clicking on the user interface of the session-supporting client program. In some embodiments, the user interface also provides an option of a business process, and the user selects a business process to establish a session for the business process. The first terminal sends the session initiation request to the workflow control device. Optionally, the session is based on an instant messaging session.
步骤S320，根据接收到的会话启动请求，工作流程控制装置建立与第一终端之间的会话。Step S320, according to the received session initiation request, the workflow control device establishes a session with the first terminal.
工作流程控制装置可以将会话与相应的业务相关联，John被加入会话，同时，业务流程进入第一节点。The workflow control device can associate the session with the corresponding service, John is added to the session, and at the same time, the service flow enters the first node.
步骤S330，第一终端发送会话消息。Step S330, the first terminal sends a session message.
例如，John发送了现场检查得到的一些信息。之后，发送消息“我需要更多的客户信息”。For example, John sends some information from an on-site inspection. After that, send the message "I need more customer information".
步骤S340，工作流程控制装置根据会话的内容来判断是否转移到另一个流程节点。Step S340, the workflow control device judges whether to transfer to another process node according to the content of the session.
例如，工作流程控制装置将会话的内容与第一节点的任务描述进行匹配，确定第一节点中的任务是否被执行完成。如果执行完成，工作流程控制装置根据与第一节点有关的路由信息确定第二节点。或者，在本实施例中，工作流程控制装置检测到关键词“客户信息”，发现该关键词与节点220相关联，随后使流程进入节点220。For example, the workflow control device matches the content of the session with the task description of the first node, and determines whether the task in the first node has been executed. If the execution is completed, the workflow control means determines the second node according to the routing information related to the first node. Or, in this embodiment, the workflow control device detects the keyword “customer information”, finds that the keyword is associated with the node 220 , and then makes the process enter the node 220 .
步骤S350，工作流程控制装置将与第二节点相关联的用户加入到会话中。In step S350, the workflow control device adds the user associated with the second node into the session.
工作流程控制装置例如从数据库中得知节点220中的提供客户信息的任务被设置为由Mke完成，将Mike加入会话。The workflow control device, for example, learns from the database that the task of providing customer information in node 220 is set to be completed by Mke, and adds Mike to the session.
步骤S360，工作流程控制装置将会话的历史内容提供给与第二节点相关联的用户。In step S360, the workflow control device provides the history content of the session to the user associated with the second node.
将John在会话中输入的现场检查信息提供给第二终端，在第二终端的即时消息应用界面中显示，以供Mike了解业务的当前进展和John的信息需求。The on-site inspection information input by John in the conversation is provided to the second terminal, and displayed on the instant message application interface of the second terminal, so that Mike can understand the current progress of the business and John's information needs.
步骤S370，第一终端与第二终端进行会话。In step S370, the first terminal conducts a session with the second terminal.
Mike了解到当前进展和问题需求后，可以与John在会话中进行实时的交流。After Mike understands the current progress and problem requirements, he can communicate with John in real time in the session.
在一些实施例中，在步骤S370之后，方法300回到步骤S340，根据第一终端与第二终端进行的会话的内容判断是否进入后续节点。方法300重复执行上述过程，直到所有节点都被执行完成。In some embodiments, after step S370, the method 300 returns to step S340, and determines whether to enter a subsequent node according to the content of the conversation between the first terminal and the second terminal. The method 300 repeatedly executes the above process until all nodes are executed.
根据本发明上述实施例，将工作流程的控制与诸如即时消息等的通讯会话相结合，利用会话内容来推动工作流程在节点之间的转移，同时，还能够根据工作流程的执行状态对会话进行控制。通过该方案，基于用户发送的即时消息就可以执行完成工作流程中的任务，更加便捷灵活。即时消息的操作方式也更加用户友好。According to the above-mentioned embodiments of the present invention, the control of the workflow is combined with communication sessions such as instant messages, and the content of the session is used to promote the transfer of the workflow between nodes. control. Through this solution, the tasks in the workflow can be executed and completed based on the instant message sent by the user, which is more convenient and flexible. Instant messaging is also more user-friendly.
其它变形other deformation
本领域技术人员应该理解，虽然在上面的实施例中，以即时消息会话为例进行了说明，但本发明并不局限于此。在本发明的其他一些实施例中，会话还可以是短信、社交网络等现有技术中的任何会话方式。Those skilled in the art should understand that although in the above embodiments, an instant messaging session is used as an example for illustration, the present invention is not limited thereto. In some other embodiments of the present invention, the conversation may also be any conversation manner in the prior art such as short message and social network.
本领域技术人员应该理解，虽然在上面的实施例中，通过对会话内容中的文本语义识别来提取关键词，并将该关键词与节点的任务描述比较的方式来确定第二节点，当本发明并不局限于此。在本发明的其他一些实施例中，会话内容还可以包括图片、音频、视频、文件等。在这种情况下，可以对图像、视频等进行模式识别来实现上述目的。在本发明的另一些实施例中，还可以根据会话内容的类型实现上述目的。例如，在一个与用户注册流程相对应的工作流的一个节点中，需要用户上传BMP格式的个人照片。这种情况下，用户可以直接在即时消息应用中发布这样的照片，在当前节点状态下，当检测到BMP格式的个人照片时，认为当前节点的任务已完成，可以进入下一节点。Those skilled in the art should understand that, although in the above embodiment, the second node is determined by extracting the keyword by identifying the text semantics in the conversation content, and comparing the keyword with the task description of the node, when this The invention is not limited thereto. In some other embodiments of the present invention, the session content may also include pictures, audio, video, files and so on. In this case, pattern recognition can be performed on images, videos, etc. to achieve the above purpose. In other embodiments of the present invention, the above object can also be achieved according to the type of session content. For example, in a node of the workflow corresponding to the user registration process, the user is required to upload a personal photo in BMP format. In this case, the user can directly publish such photos in the instant messaging application. In the state of the current node, when a personal photo in BMP format is detected, it is considered that the task of the current node has been completed and the next node can be entered.
本领域技术人员应该理解，虽然在上面的实施例中，会话服务被实现为工作流程控制装置的一部分，但本发明并不限于此。在本发明的其他一些实施例中，通讯会话服务由即时消息应用的提供商提供。例如，该即时消息应用可以是微信。在这种情况下，本发明实施例的工作流程控制装置可以维护一个公共平台账号，通过与微信平台交互的API来获取会话的内容以及对会话进行管理。Those skilled in the art should understand that although in the above embodiments, the session service is implemented as a part of the workflow control device, the present invention is not limited thereto. In some other embodiments of the present invention, the communication session service is provided by the provider of the instant messaging application. For example, the instant messaging application can be WeChat. In this case, the workflow control device in the embodiment of the present invention can maintain a public platform account, obtain the content of the session and manage the session through an API interacting with the WeChat platform.
图4示出了根据本发明一个实施例的用于控制业务的工作流程的方法400的流程图，如图4所示，方法400包括如下步骤：FIG. 4 shows a flow chart of a method 400 for controlling a business workflow according to an embodiment of the present invention. As shown in FIG. 4 , the method 400 includes the following steps:
步骤S410，获取与业务有关的会话的内容。Step S410, acquiring the content of the conversation related to the service.
步骤S420，基于所述会话的内容，判断所述业务的工作流程是否要从当前的流程节点转移到另一个流程节点。Step S420, based on the content of the session, it is judged whether the workflow of the business is to be transferred from the current process node to another process node.
如上文所述的，会话可以是即时消息会话。As noted above, the session may be an instant messaging session.
在示例中，即时消息会话中包括文本信息。这种情况下，步骤S410进一步包括对文本信息进行识别以确定是否存在与另一个流程节点相对应的关键词。如果判断结果为肯定，则执行步骤S420。In an example, textual information is included in the instant messaging conversation. In this case, step S410 further includes identifying the text information to determine whether there is a keyword corresponding to another process node. If the judgment result is affirmative, execute step S420.
步骤S430，将业务的工作流程转移到另一个流程节点。Step S430, transfer the business workflow to another process node.
在可替换实施例中，方法400还可以包括步骤S440，根据另一个流程节点来对会话进行管理。In an alternative embodiment, the method 400 may further include step S440, managing the session according to another process node.
如上文中的各实施例所描述的，对会话进行管理可以包括启动会话、关闭会话、将与第二节点相关联的用户加入到会话中或从会话中移除、将与第二节点有关的通讯会话的历史内容提供给与第二节点相关联的用户、以及在会话中向用户发送提示或通知等中的一项或多项的组合。所述历史内容可以包括文本信息、用户在会话中上传的文件、发布的图片等。As described in the various embodiments above, managing a session may include starting a session, closing a session, adding or removing a user associated with the second node A combination of one or more of providing historical content of the session to the user associated with the second node, and sending prompts or notifications to the user during the session. The historical content may include text information, files uploaded by the user in the session, and pictures posted by the user.
图5示出了根据本发明一个实施例的用于控制业务的工作流程的装置500的结构框图。该装置500可以利用软件、硬件或者软硬件结合的方式来实现。Fig. 5 shows a structural block diagram of an apparatus 500 for controlling a business workflow according to an embodiment of the present invention. The apparatus 500 may be implemented by using software, hardware, or a combination of software and hardware.
如图5所示，装置500包括工作流程模块510和会话模块520。其中，工作流程模块510用于基于与业务有关的会话的内容，判断所述业务的工作流程是否要从当前的流程节点转移到另一个流程节点；以及当判断结果为肯定时，将所述业务的工作流程转移到所述另一流程节点。会话模块520用于获取与业务有关的会话的内容。As shown in FIG. 5 , the device 500 includes a workflow module 510 and a session module 520 . Wherein, the workflow module 510 is used for judging whether the workflow of the business is to be transferred from the current process node to another process node based on the content of the conversation related to the business; The workflow of the node is transferred to the other process node. The conversation module 520 is used to obtain the content of the conversation related to the business.
在本发明实施例的一种具体实施方式中，会话模块520还用于：根据所述另一个流程节点来管理所述会话。In a specific implementation manner of the embodiment of the present invention, the session module 520 is further configured to: manage the session according to the other process node.
在本发明实施例的一种具体实施方式中，会话模块520进一步用于：将与所述另一个流程节点有关的用户加入到所述会话In a specific implementation manner of the embodiment of the present invention, the session module 520 is further configured to: add a user related to the other process node to the session
在本发明实施例的一种具体实施方式中，会话模块520进一步用于：将所述会话的历史内容发送给所加入的用户。In a specific implementation manner of the embodiment of the present invention, the session module 520 is further configured to: send the historical content of the session to the joined user.
在本发明实施例的一种具体实施方式中，会话包括多个用户之间的即时消息会话。In a specific implementation manner of the embodiment of the present invention, the session includes an instant message session among multiple users.
在本发明实施例的一种具体实施方式中，会话的内容包括以下中的一项或多项：文本、图片、音频、以及视频。In a specific implementation manner of the embodiment of the present invention, the content of the session includes one or more of the following: text, picture, audio, and video.
在本发明实施例的一种具体实施方式中，工作流程模块510进一步用于：对所述文本进行识别以确定是否存在与所述另一个流程节点相对应的关键词；以及如果存在，则将当前的流程节点转移到存在所述关键词的另一个流程节点。In a specific implementation manner of the embodiment of the present invention, the workflow module 510 is further configured to: identify the text to determine whether there is a keyword corresponding to the other process node; The current process node is transferred to another process node where the keyword exists.
图6示出了根据本发明一个实施例的用于控制业务的工作流程的服务器600的结构示意图，如图6所示，服务器600包括：用于存储可执行指令的存储器610，以及与存储器610连接的处理器620，其中，处理器620可以执行前述装置500的各个模块所执行的操作。FIG. 6 shows a schematic structural diagram of a server 600 for controlling business workflow according to an embodiment of the present invention. As shown in FIG. 6 , the server 600 includes: a memory 610 for storing executable instructions, and a connected to the processor 620 , wherein the processor 620 may execute the operations performed by the various modules of the aforementioned apparatus 500 .
本发明的实施例还提供一种机器可读介质，其上存储可执行指令，当该可执行指令被执行时，使得机器实现处理器620的操作。Embodiments of the present invention also provide a machine-readable medium on which executable instructions are stored, which, when executed, cause the machine to implement the operations of the processor 620 .
本领域技术人员应当理解，上面公开的各个实施例可以在不偏离发明实质的情况下做出各种变形和修改。因此，本发明的保护范围应当由所附的权利要求书来限定。Those skilled in the art should understand that various variations and modifications can be made to the above-disclosed embodiments without departing from the essence of the invention. Therefore, the protection scope of the present invention should be defined by the appended claims.
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| CN201610096756.XACN107103399A (en) | 2016-02-22 | 2016-02-22 | Method and apparatus for the workflow of control business |
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| CN201610096756.XACN107103399A (en) | 2016-02-22 | 2016-02-22 | Method and apparatus for the workflow of control business |
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| CN107103399Atrue CN107103399A (en) | 2017-08-29 |
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| CN201610096756.XAPendingCN107103399A (en) | 2016-02-22 | 2016-02-22 | Method and apparatus for the workflow of control business |
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| RJ01 | Rejection of invention patent application after publication | Application publication date:20170829 |