CN110648034A - Method and device for distributing customer service - Google Patents
Method and device for distributing customer service Download PDFInfo
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- CN110648034A CN110648034A CN201810678963.5A CN201810678963A CN110648034A CN 110648034 A CN110648034 A CN 110648034A CN 201810678963 A CN201810678963 A CN 201810678963A CN 110648034 A CN110648034 A CN 110648034A
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR 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
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR 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
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
Abstract
The embodiment of the application discloses a method and a device for distributing customer service. The method comprises the following steps: receiving a customer service request of a service object to a service party, wherein the customer service request comprises the service object and the unique identification information of the service party; responding to the customer service request, and acquiring order information between the service object and the service party; determining state information corresponding to the order information; and distributing the customer service information matched with the state information to the service object. By utilizing the technical scheme provided by the embodiment of the application, the time consumed by providing proper customer service personnel for the service object can be shortened, and the experience of the service object can be improved.
Description
Technical Field
The present application relates to the field of data processing technologies, and in particular, to a method and an apparatus for distributing customer service.
Background
Currently, in the e-commerce service platform, providing customer service for users is an indispensable business item. Generally, a user can click a customer service function button on a webpage or an APP of an e-commerce to consult related products. The current customer service mode is mainly manual service, in the customer service, the range of related services is wide, and customer service staff are difficult to master all the services, so that a single customer service staff is often responsible for a part of the services, and the most typical mode is to divide the customer staff into a plurality of groups such as before-sale, in-sale, after-sale and the like.
In the prior art, when customer service to a user is started, the service type to be consulted by the user is often uncertain, so that a fixed customer service staff usually receives the user, and after the service type to be consulted by the user is determined, the customer service is switched to the corresponding customer service staff according to the service type. Alternatively, in some other implementations, a document may be provided to the user for the user to select the type of service to be consulted. In the above technical solutions, the user needs to spend a lot of time to connect the corresponding customer service staff.
Therefore, there is a need in the art for a way to quickly connect a customer service person who matches the problem to be consulted by the user.
Disclosure of Invention
An object of the embodiments of the present application is to provide a method and an apparatus for distributing customer service, which can not only shorten the time consumed by a person providing appropriate customer service for a service object, but also improve the experience of the service object.
The method and the device for distributing the customer service provided by the embodiment of the application are specifically realized as follows:
a method of distributing customer service, the method comprising:
receiving a customer service request of a service object to a service party, wherein the customer service request comprises the service object and the unique identification information of the service party;
responding to the customer service request, and acquiring order information between the service object and the service party;
determining state information corresponding to the order information;
and distributing the customer service information matched with the state information to the service object.
A method of distributing customer service, the method comprising:
sending a customer service request of a service object to a service party, wherein the customer service request comprises the service object and the unique identification information of the service party;
and receiving distributed customer service information, wherein the customer service information is matched with state information corresponding to order information between the service object and the service party.
According to the method and the device for distributing the customer service, the customer service information matched with the state information can be distributed to the service object based on the state information corresponding to the order information between the service object and the service party. Compared with the prior art, the technical scheme provided by the application can provide the customer service staff matched with the order state for the service object, and the provided customer service staff is most likely to be customer service capable of answering the user problem, so that the time consumed by providing proper customer service staff for the service object can be shortened, and the experience of the service object can be improved.
Drawings
In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings needed to be used in the description of the embodiments or the prior art will be briefly introduced below, it is obvious that the drawings in the following description are only some embodiments described in the present application, and for those skilled in the art, other drawings can be obtained according to the drawings without any creative effort.
FIG. 1 is a schematic view of a scenario for distributing customer service provided herein;
FIG. 2 is a schematic view of a scenario for distributing customer service provided herein;
FIG. 3 is a schematic view of a scenario for distributing customer service provided herein;
FIG. 4 is a flow diagram of a method of one embodiment of a method of assigning customer service provided herein;
FIG. 5 is a flow diagram of a method of another embodiment of a method of assigning customer service provided herein;
FIG. 6 is a block diagram of an embodiment of a distributed customer service device.
Detailed Description
In order to make those skilled in the art better understand the technical solutions in the present application, the technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application, and it is obvious that the described embodiments are only a part of the embodiments of the present application, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present application.
For the convenience of those skilled in the art to understand the technical solutions provided in the embodiments of the present application, a technical environment for implementing the technical solutions is described below.
As can be seen from the above, in the manner of distributing customer service in the prior art, the user needs to spend a lot of time to connect the corresponding customer service personnel. Based on technical requirements similar to those described above, the method for distributing customer service provided by the application can enable the user to quickly connect customer service personnel matched with the problem to be consulted by the user.
The following describes a specific implementation of the method according to this embodiment through a plurality of specific application scenarios with reference to the drawings.
As shown in FIG. 1, a user has purchased a product from an online store, and the purchased product is shipped but not yet signed in, i.e., the purchased product is in transit. If the user needs to modify the receiving address, the user may initiate a customer service application to the store in the interface for displaying the purchased product, as shown in fig. 1, and the user may click a customer service button on the display interface. After receiving the customer service request, the background server of the e-commerce platform where the shop is located can respond to the customer service request to acquire order information of the user at the shop. The background server of the e-commerce platform can acquire whether order information exists between the user ID and the shop ID or not or whether order information exists between the user ID and the shop ID or not related to a certain product. If the one-piece dress shown in fig. 1 is inquired to have order information between the user and the commodity, the status information corresponding to the order information can be obtained. As shown in fig. 2, if the order information is in a delivery not-received state, the customer service staff matching the order state can be distributed. As shown in fig. 2, the customer service staff corresponding to the order status signed by the delivery location is customer service 04. Thus, the user can be attended to with the customer service 04. As shown in fig. 3, on the client interface of the user, a dialogue environment between the user and the customer service 04 can be automatically presented, based on which the user can ask a consultation question.
Based on the above scenario, it can be found that the problem that the user needs to consult can be solved with a high probability by allocating corresponding customer service personnel to the user based on the order state of the user, and the efficiency of querying the appropriate customer service personnel is improved.
The following describes the method for determining dialog users in the present application in detail with reference to the accompanying drawings. Fig. 4 is a flowchart illustrating a method of an embodiment of a method for determining a dialog user. Although the present application provides method steps as shown in the following examples or figures, more or fewer steps may be included in the method based on conventional or non-inventive efforts. In the case of steps where no necessary causal relationship exists logically, the order of execution of the steps is not limited to that provided by the embodiments of the present application. The method can be executed sequentially or in parallel (for example, in the context of a parallel processor or a multi-thread process) in the method shown in the embodiment or the figure during the actual process of determining the dialog user.
The technical scheme provided by the embodiment of the application is applied to the client, and the client can be an independent application program, and can also be a functional module embedded in the application, for example, the functional module in the mobile terminal App such as "tianmao", "naobao", and the like. The following describes in detail a specific implementation provided by the embodiments of the present application.
In a specific embodiment of the method for determining a dialog user provided by the present application, as shown in fig. 4, the method may include:
s401: receiving a customer service request of a service object to a service party, wherein the customer service request comprises the service object and the unique identification information of the service party.
S403: and responding to the customer service request, and acquiring order information between the service object and the service party.
S405: and determining state information corresponding to the order information.
S407: and distributing the customer service information matched with the state information to the service object.
In this embodiment, the service party and the service object have a relationship between service and served, and particularly, on an e-commerce platform, when a service object browses a product on line, the service party is often required to provide customer service. The customer service can comprise services provided by a service party, such as solution of consultation questions, product recommendation, information modification and the like which can be provided for service objects on line. The operation behavior of the service object implemented in the user interface presented by the service party may generate a customer service request, the customer service request may include the unique identification information of the service object and the unique identification information of the service party, and the operation behavior may include, for example, the service object clicking a customer service control button in the service party presentation interface. A customer service control button may be arranged in the main interface displayed by the service party and the link sub-interface of the main interface, and a service object may generate a customer service dialog environment by clicking the customer service control button, where the dialog environment may include a dialog box in a text and voice input form, and may also include a customer service telephone, etc.
The implementation subject of the embodiment of the present application may be a server of an e-commerce platform, that is, after receiving a customer service request of the service object to the service party, the server may obtain order information between the service object and the service party in response to the customer service request. The order information may include credentials generated by the service object to generate a transaction for a product in the service party. For example, after the service object purchases a product in the service provider of the e-commerce platform, the e-commerce platform may generate order information based on the service object information, the service provider information, the product information, the purchase time information, and the like, and in the e-commerce platform, the order information may have unique identification information, such as an order number corresponding to the order.
In one embodiment, the server may determine order information between the service object and the service party according to the unique identification information of the service object and the service party, for example, determine transaction information between a user and a shop according to a user ID and a shop ID, and determine order information between the service object and the service party from the transaction information.
In one embodiment of the present application, when there are multiple trade orders between a service object and a service party, it is often difficult to determine which order the generated customer service request is for. Based on this, in one embodiment of the present application, the order information between the service object and the service party may be determined by an access path of the service object when generating a customer service request of the service object to the service party. The access path may include a route by which the service object applies for a customer service request. In one embodiment, the access path may include an interface accessed by the service object prior to switching to a conversation environment for the customer service. In one embodiment of the present application, the access path may include at least one of: an order interface for the service object, a presentation interface for products in the service party, historical message records between the service object and the service party, and the like.
In one embodiment, when the access path includes the service object order interface, transaction information between the service object and the service party may be obtained, and order information between the service object and the service party may be obtained from the transaction information. In this embodiment, the service object may trigger generation of the customer service request in the order interface, for example, the service object may click a customer service button in the order page, and at this time, the click behavior of the service object triggers generation of the customer service request. In this case, corresponding order information may be obtained from the order interface.
In another embodiment, when the access path includes a presentation interface for a product in the service, it may be determined whether the service object has generated a transaction for the product at the service. And if the service object generates a transaction for the product in the service party, acquiring transaction information between the service object and the service party. In this embodiment, whether the historical order information of the service object has the transaction information for the product may be determined according to the unique identification information of the service object and the unique identification information of the product. If the transaction information for the product exists, the order information between the service object and the service party can be acquired from the transaction information.
In another embodiment, the access path may further include a history of messages between the service object and the service party. That is, the service object may trigger generation of a customer service request of the service object to the service party through a history message record with the service party. Based on this, it can be determined whether the service object has made a transaction at the service side, and if the service object has made a transaction at the service side, transaction information between the service object and the service side is obtained, and order information between the service object and the service side is obtained from the transaction information. Of course, it is also possible to set a time threshold for the order information, i.e. the transaction needs to take place within a preset time period.
After the order information between the service object and the service party is obtained, state information corresponding to the order information can be determined, and customer service information matched with the state information is obtained. In this embodiment, at least one type of status information of the order information may be set. The state information may be divided according to the state characteristics of the order information, and in a specific example, the state information corresponding to the order information may be divided into the following types: payment to be paid, payment not delivered, delivery not signed in, receipt not confirmed, receipt confirmed, transaction completed. Based on the above status information, an association relationship between the status information and at least one piece of customer service information may be established, respectively. The customer service information may include account information of a customer service person of the service party. By the division of the state information of the order information and the establishment of the incidence relation between the state information and the customer service information, after the state information of the order information is determined, customer service personnel matched with the state information can be allocated to receive the service object. In practical application scenarios, customer service staff of a service party often perform their own duties, and different types of problems which the customer service staff are skilled in solving are different. For example, for an order whose order information is in a received unconfirmed receipt state, if a service object initiates a customer service request, it is likely that some after-market problems of the product need to be consulted, and therefore, a customer service person who is skilled in solving or familiar with the after-market problems of the product needs to be assigned to take hold of the service object. Therefore, based on the above embodiment, it is possible to enable a service object to quickly acquire a customer service person who can solve his consultation problem.
According to the method for distributing the customer service, the customer service information matched with the state information can be distributed to the service object based on the state information corresponding to the order information between the service object and the service party. Compared with the prior art, the technical scheme provided by the application can provide the customer service staff matched with the order state for the service object, and the provided customer service staff is most likely to be customer service capable of answering the user problem, so that the time consumed by providing proper customer service staff for the service object can be shortened, and the experience of the service object can be improved.
Based on the foregoing embodiment method, another aspect of the present application further provides a method for distributing customer service based on a client side, as shown in fig. 5, where the method may include:
s501: and sending a customer service request of a service object to a service party, wherein the customer service request comprises the service object and the unique identification information of the service party.
S503: and receiving distributed customer service information, wherein the customer service information is matched with state information corresponding to order information between the service object and the service party.
For the detailed implementation of the above steps, reference may be made to the implementation of S401-S407, and details are not repeated here.
Optionally, in an embodiment of the present application, after the receiving the assigned customer service information, the method further includes,
and establishing a dialogue environment between the account of the service object and the customer service account corresponding to the customer service information.
Optionally, in an embodiment of the present application, the order information is configured to be acquired as follows:
and determining order information between the service object and the service party from historical transaction information according to the unique identification information of the service object and the service party.
Optionally, in an embodiment of the present application, the order information is configured to be acquired as follows:
determining an access path for the service object at the time the customer service request is generated;
and determining order information between the service object and the service party according to the access path.
Optionally, in an embodiment of the present application, the determining, according to the access path, order information between the service object and the service party includes:
and when the access path comprises an order interface of the service object, acquiring order information between the service object and the service party.
Optionally, in an embodiment of the present application, the determining, according to the access path, order information between the service object and the service party includes:
when the access path comprises a display interface of a product in the service party, judging whether the service object generates a transaction for the product in the service party;
if the service object generates a transaction for the product in the service party, acquiring transaction information between the service object and the service party;
and acquiring order information between the service object and the service party from the transaction information.
Optionally, in an embodiment of the present application, the determining, according to the access path, order information between the service object and the service party includes:
when the access path comprises a history message record between the service object and the service party, judging whether the service object generates a transaction at the service party;
if the service object generates a transaction in the service party, acquiring transaction information between the service object and the service party;
and acquiring order information between the service object and the service party from the transaction information.
Optionally, in an embodiment of the present application, the customer service request is generated based on an operation behavior of the service object, where the operation behavior includes that the service object clicks a service object service control button in the service party.
In another aspect, an apparatus for distributing customer service is further provided, and fig. 6 is a schematic block diagram illustrating an embodiment of a method for determining a dialog user provided in the present application, and as shown in fig. 6, the apparatus may include a processor and a memory for storing processor-executable instructions, where the processor implements, when executing the instructions:
receiving a customer service request of a service object to a service party, wherein the customer service request comprises the service object and the unique identification information of the service party;
responding to the customer service request, and acquiring order information between the service object and the service party;
determining state information corresponding to the order information;
and distributing the customer service information matched with the state information to the service object.
Optionally, in an embodiment of the present application, the acquiring order information between the service object and the service party includes:
and determining order information between the service object and the service party from historical transaction information according to the unique identification information of the service object and the service party.
Optionally, in an embodiment of the present application, the acquiring order information between the service object and the service party includes:
determining an access path for the service object at the time the customer service request is generated;
and determining order information between the service object and the service party according to the access path.
Optionally, in an embodiment of the present application, the determining, according to the access path, order information between the service object and the service party includes:
and when the access path comprises an order interface of the service object, acquiring order information between the service object and the service party.
Optionally, in an embodiment of the present application, the determining, according to the access path, order information between the service object and the service party includes:
when the access path comprises a display interface of a product in the service party, judging whether the service object generates a transaction for the product in the service party;
if the service object generates a transaction for the product in the service party, acquiring transaction information between the service object and the service party;
and acquiring order information between the service object and the service party from the transaction information.
Optionally, in an embodiment of the present application, the determining, according to the access path, order information between the service object and the service party includes:
when the access path comprises a history message record between the service object and the service party, judging whether the service object generates a transaction at the service party;
if the service object generates a transaction in the service party, acquiring transaction information between the service object and the service party;
and acquiring order information between the service object and the service party from the transaction information.
Optionally, in an embodiment of the present application, before the obtaining of the customer service information matching with the state information, the method further includes:
acquiring customer service information of at least one customer service account of the service party;
setting at least one state information of order information;
and respectively establishing an association relation between the state information and at least one piece of customer service information.
Optionally, in an embodiment of the present application, the customer service request is generated based on an operation behavior of the service object, where the operation behavior includes that the service object clicks a service object service control button in the service party.
The present application further provides another embodiment of an apparatus for distributing customer service, the apparatus may include a processor and a memory for storing processor-executable instructions, the processor when executing the instructions performs:
sending a customer service request of a service object to a service party, wherein the customer service request comprises the service object and the unique identification information of the service party;
and receiving distributed customer service information, wherein the customer service information is matched with state information corresponding to order information between the service object and the service party.
Optionally, in an embodiment of the present application, after the receiving the assigned customer service information, the method further includes,
and establishing a dialogue environment between the account of the service object and the customer service account corresponding to the customer service information.
Optionally, in an embodiment of the present application, the order information is configured to be acquired as follows:
and determining order information between the service object and the service party from historical transaction information according to the unique identification information of the service object and the service party.
Optionally, in an embodiment of the present application, the order information is configured to be acquired as follows:
determining an access path for the service object at the time the customer service request is generated;
and determining order information between the service object and the service party according to the access path.
Optionally, in an embodiment of the present application, the determining, according to the access path, order information between the service object and the service party includes:
and when the access path comprises an order interface of the service object, acquiring order information between the service object and the service party.
Optionally, in an embodiment of the present application, the determining, according to the access path, order information between the service object and the service party includes:
when the access path comprises a display interface of a product in the service party, judging whether the service object generates a transaction for the product in the service party;
if the service object generates a transaction for the product in the service party, acquiring transaction information between the service object and the service party;
and acquiring order information between the service object and the service party from the transaction information.
Optionally, in an embodiment of the present application, the determining, according to the access path, order information between the service object and the service party includes:
when the access path comprises a history message record between the service object and the service party, judging whether the service object generates a transaction at the service party;
if the service object generates a transaction in the service party, acquiring transaction information between the service object and the service party;
and acquiring order information between the service object and the service party from the transaction information.
Optionally, in an embodiment of the present application, the customer service request is generated based on an operation behavior of the service object, where the operation behavior includes that the service object clicks a service object service control button in the service party.
In another aspect, the present application further provides a computer-readable storage medium, on which computer instructions are stored, and when executed, the computer instructions implement the method according to any of the above embodiments.
The computer readable storage medium may include a physical device for storing information, typically by digitizing the information for storage on a medium using electrical, magnetic or optical means. The computer-readable storage medium according to this embodiment may include: devices that store information using electrical energy, such as various types of memory, e.g., RAM, ROM, etc.; devices that store information using magnetic energy, such as hard disks, floppy disks, tapes, core memories, bubble memories, and usb disks; devices that store information optically, such as CDs or DVDs. Of course, there are other ways of storing media that can be read, such as quantum memory, graphene memory, and so forth.
In the 90 s of the 20 th century, improvements in a technology could clearly distinguish between improvements in hardware (e.g., improvements in circuit structures such as diodes, transistors, switches, etc.) and improvements in software (improvements in process flow). However, as technology advances, many of today's process flow improvements have been seen as direct improvements in hardware circuit architecture. Designers almost always obtain the corresponding hardware circuit structure by programming an improved method flow into the hardware circuit. Thus, it cannot be said that an improvement in the process flow cannot be realized by hardware physical modules. For example, a Programmable Logic Device (PLD), such as a Field Programmable Gate Array (FPGA), is an integrated circuit whose Logic functions are determined by programming the Device by a user. A digital system is "integrated" on a PLD by the designer's own programming without requiring the chip manufacturer to design and fabricate application-specific integrated circuit chips. Furthermore, nowadays, instead of manually making an integrated Circuit chip, such Programming is often implemented by "logic compiler" software, which is similar to a software compiler used in program development and writing, but the original code before compiling is also written by a specific Programming Language, which is called Hardware Description Language (HDL), and HDL is not only one but many, such as abel (advanced Boolean Expression Language), ahdl (alternate Language Description Language), traffic, pl (core unified Programming Language), HDCal, JHDL (Java Hardware Description Language), langue, Lola, HDL, laspam, hardsradware (Hardware Description Language), vhjhd (Hardware Description Language), and vhigh-Language, which are currently used in most common. It will also be apparent to those skilled in the art that hardware circuitry that implements the logical method flows can be readily obtained by merely slightly programming the method flows into an integrated circuit using the hardware description languages described above.
The controller may be implemented in any suitable manner, for example, the controller may take the form of, for example, a microprocessor or processor and a computer-readable medium storing computer-readable program code (e.g., software or firmware) executable by the (micro) processor, logic gates, switches, an Application Specific Integrated Circuit (ASIC), a programmable logic controller, and an embedded microcontroller, examples of which include, but are not limited to, the following microcontrollers: ARC 625D, Atmel AT91SAM, Microchip PIC18F26K20, and Silicone Labs C8051F320, the memory controller may also be implemented as part of the control logic for the memory. Those skilled in the art will also appreciate that, in addition to implementing the controller as pure computer readable program code, the same functionality can be implemented by logically programming method steps such that the controller is in the form of logic gates, switches, application specific integrated circuits, programmable logic controllers, embedded microcontrollers and the like. Such a controller may thus be considered a hardware component, and the devices included therein for performing various functions may also be considered as structures within the hardware component. Or even devices for performing various functions may be considered to be both software modules implementing the methods and structures within hardware components.
The systems, devices, modules or units illustrated in the above embodiments may be implemented by a computer chip or an entity, or by a product with certain functions. One typical implementation device is a computer. In particular, the computer may be, for example, a personal computer, a laptop computer, a cellular telephone, a camera phone, a smartphone, a personal digital assistant, a media player, a navigation device, an email device, a game console, a tablet computer, a wearable device, or a combination of any of these devices.
For convenience of description, the above devices are described as being divided into various units by functions, and are described separately. Of course, the functionality of the units may be implemented in one or more software and/or hardware when implementing the present application.
As will be appreciated by one skilled in the art, embodiments of the present invention may be provided as a method, system, or computer program product. Accordingly, the present invention may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present invention may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.
The present invention is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the invention. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
In a typical configuration, a computing device includes one or more processors (CPUs), input/output interfaces, network interfaces, and memory.
The memory may include forms of volatile memory in a computer readable medium, Random Access Memory (RAM) and/or non-volatile memory, such as Read Only Memory (ROM) or flash memory (flash RAM). Memory is an example of a computer-readable medium.
Computer-readable media, including both non-transitory and non-transitory, removable and non-removable media, may implement information storage by any method or technology. The information may be computer readable instructions, data structures, modules of a program, or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), Static Random Access Memory (SRAM), Dynamic Random Access Memory (DRAM), other types of Random Access Memory (RAM), Read Only Memory (ROM), Electrically Erasable Programmable Read Only Memory (EEPROM), flash memory or other memory technology, compact disc read only memory (CD-ROM), Digital Versatile Discs (DVD) or other optical storage, magnetic cassettes, magnetic tape magnetic disk storage or other magnetic storage devices, or any other non-transmission medium that can be used to store information that can be accessed by a computing device. As defined herein, a computer readable medium does not include a transitory computer readable medium such as a modulated data signal and a carrier wave.
It should also be noted that the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other like elements in a process, method, article, or apparatus that comprises the element.
As will be appreciated by one skilled in the art, embodiments of the present application may be provided as a method, system, or computer program product. Accordingly, the present application may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present application may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.
The application may be described in the general context of computer-executable instructions, such as program modules, being executed by a computer. Generally, program modules include routines, programs, objects, components, data structures, etc. that perform particular tasks or implement particular abstract data types. The application may also be practiced in distributed computing environments where tasks are performed by remote processing devices that are linked through a communications network. In a distributed computing environment, program modules may be located in both local and remote computer storage media including memory storage devices.
The embodiments in the present specification are described in a progressive manner, and the same and similar parts among the embodiments are referred to each other, and each embodiment focuses on the differences from the other embodiments. In particular, for the system embodiment, since it is substantially similar to the method embodiment, the description is simple, and for the relevant points, reference may be made to the partial description of the method embodiment.
The above description is only an example of the present application and is not intended to limit the present application. Various modifications and changes may occur to those skilled in the art. Any modification, equivalent replacement, improvement, etc. made within the spirit and principle of the present application should be included in the scope of the claims of the present application.
Claims (20)
1. A method of distributing customer service, the method comprising:
receiving a customer service request of a service object to a service party, wherein the customer service request comprises the service object and the unique identification information of the service party;
responding to the customer service request, and acquiring order information between the service object and the service party;
determining state information corresponding to the order information;
and distributing the customer service information matched with the state information to the service object.
2. The method of claim 1, wherein obtaining order information between the service object and the service party comprises:
and determining order information between the service object and the service party from historical transaction information according to the unique identification information of the service object and the service party.
3. The method of claim 1, wherein obtaining order information between the service object and the service party comprises:
determining an access path for the service object at the time the customer service request is generated;
and determining order information between the service object and the service party according to the access path.
4. The method of claim 3, wherein determining order information between the service object and the service party according to the access path comprises:
and when the access path comprises an order interface of the service object, acquiring order information between the service object and the service party.
5. The method of claim 3, wherein determining order information between the service object and the service party according to the access path comprises:
when the access path comprises a display interface of a product in the service party, judging whether the service object generates a transaction for the product in the service party;
if the service object generates a transaction for the product in the service party, acquiring transaction information between the service object and the service party;
and acquiring order information between the service object and the service party from the transaction information.
6. The method of claim 3, wherein determining order information between the service object and the service party according to the access path comprises:
when the access path comprises a history message record between the service object and the service party, judging whether the service object generates a transaction at the service party;
if the service object generates a transaction in the service party, acquiring transaction information between the service object and the service party;
and acquiring order information between the service object and the service party from the transaction information.
7. The method of claim 1, wherein prior to said obtaining customer service information that matches said status information, said method further comprises:
acquiring customer service information of at least one customer service account of the service party;
setting at least one state information of order information;
and respectively establishing an association relation between the state information and at least one piece of customer service information.
8. The method of claim 1, wherein the customer service request is generated based on an operational behavior of the service object, the operational behavior comprising a service object clicking a service object service control button in the service party.
9. A method of distributing customer service, the method comprising:
sending a customer service request of a service object to a service party, wherein the customer service request comprises the service object and the unique identification information of the service party;
and receiving distributed customer service information, wherein the customer service information is matched with state information corresponding to order information between the service object and the service party.
10. The method of claim 9, wherein after said receiving the assigned customer service information, the method further comprises,
and establishing a dialogue environment between the account of the service object and the customer service account corresponding to the customer service information.
11. The method of claim 9, wherein the order information is arranged to be obtained as follows:
and determining order information between the service object and the service party from historical transaction information according to the unique identification information of the service object and the service party.
12. The method of claim 9, wherein the order information is arranged to be obtained as follows:
determining an access path for the service object at the time the customer service request is generated;
and determining order information between the service object and the service party according to the access path.
13. The method of claim 12, wherein determining order information between the service object and the service party according to the access path comprises:
and when the access path comprises an order interface of the service object, acquiring order information between the service object and the service party.
14. The method of claim 12, wherein determining order information between the service object and the service party according to the access path comprises:
when the access path comprises a display interface of a product in the service party, judging whether the service object generates a transaction for the product in the service party;
if the service object generates a transaction for the product in the service party, acquiring transaction information between the service object and the service party;
and acquiring order information between the service object and the service party from the transaction information.
15. The method of claim 12, wherein determining order information between the service object and the service party according to the access path comprises:
when the access path comprises a history message record between the service object and the service party, judging whether the service object generates a transaction at the service party;
if the service object generates a transaction in the service party, acquiring transaction information between the service object and the service party;
and acquiring order information between the service object and the service party from the transaction information.
16. The method of claim 9, wherein the customer service request is generated based on an operational behavior of the service object, the operational behavior comprising a service object clicking a service object service control button in the service party.
17. An apparatus for distributing customer service, comprising a processor and a memory for storing processor-executable instructions, the processor implementing the steps of the method of any one of claims 1 to 8 when executing the instructions.
18. An apparatus for distributing customer service, comprising a processor and a memory for storing processor-executable instructions which, when executed by the processor, implement the steps of the method of any one of claims 9 to 16.
19. A computer-readable storage medium having computer instructions stored thereon that, when executed, implement the method of any one of claims 1-8.
20. A computer-readable storage medium having computer instructions stored thereon that, when executed, implement the method of any one of claims 9-16.
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