CN112929256A - Communication method, device, system and computer storage medium - Google Patents
Communication method, device, system and computer storage medium Download PDFInfo
- Publication number
- CN112929256A CN112929256A CN202110205373.2A CN202110205373A CN112929256A CN 112929256 A CN112929256 A CN 112929256A CN 202110205373 A CN202110205373 A CN 202110205373A CN 112929256 A CN112929256 A CN 112929256A
- Authority
- CN
- China
- Prior art keywords
- message
- terminal
- client
- sending
- data
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Pending
Links
Images
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/04—Real-time or near real-time messaging, e.g. instant messaging [IM]
- H04L51/046—Interoperability with other network applications or services
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/07—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail characterised by the inclusion of specific contents
- H04L51/18—Commands or executable codes
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/52—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail for supporting social networking services
Landscapes
- Engineering & Computer Science (AREA)
- Computer Networks & Wireless Communication (AREA)
- Signal Processing (AREA)
- Computing Systems (AREA)
- Information Transfer Between Computers (AREA)
Abstract
The embodiment of the invention provides a communication method, a device, a system and a computer storage medium, and relates to the field of communication. Wherein the communication method comprises: receiving an issuing instruction sent by a first terminal; and responding to the issuing instruction to send a first message to a second terminal, and sending the first message through a social account logged on the second terminal. According to the technical scheme provided by the embodiment of the invention, the user of the first terminal can communicate with the contact persons in the social contact account through the social contact account on the second terminal, and a customer service mode which is based on the social contact account, the loose coupling of customer service and the social contact account and the easy monitoring of the communication between the customer service and the social contact account is provided.
Description
The application is a divisional application of a Chinese invention patent application with the application number of 201710409738.7, which is applied on 6, month and 2 in 2017.
Technical Field
Embodiments of the present invention relate to the field of communications, and in particular, to a communication method, apparatus, system, and computer storage medium.
Background
With the development of internet technology, various social applications have been developed. These social applications centralize a large number of users and are increasingly becoming the primary channel of user communication.
However, the prior art cannot show up new in marketing, customer service and the like along with the rapid development of social applications. For example, in the fields of securities, insurance, banks, governments and the like, large enterprises establish large-scale marketing and customer service centers, and carry out marketing and customer service work on customer service and the public through traditional telephone, network and other modes.
Currently, no technology is found that can effectively combine services such as marketing, customer service, etc. with social applications. Moreover, most existing social applications do not provide an application development interface or do not provide a social communication activity interface to the full extent, which hinders the breakthrough of the prior art in this regard.
Disclosure of Invention
Embodiments of the present invention provide a communication method, apparatus, system, and computer storage medium, which are used to solve the problem that it is difficult to perform, for example, customer service in combination with social applications in the prior art.
In a first aspect, an embodiment of the present invention provides a communication method, including:
receiving an issuing instruction sent by the first terminal,
responding to the issuing instruction, sending a first message to a second terminal, and sending the first message through a social account logged on the second terminal; and/or the presence of a gas in the gas,
obtaining a second message received by the second terminal through the social account from the second terminal,
and sending the second message to the first terminal.
In a second aspect, an embodiment of the present invention provides a communication apparatus, including:
the first communication module is used for receiving a publishing instruction sent by a first terminal, responding to the publishing instruction, sending a first message to a second terminal, and sending the first message through a social account logged on the second terminal; and/or the presence of a gas in the gas,
and the second communication module is used for acquiring a second message received by the second terminal through the social account from the second terminal and sending the second message to the first terminal.
In a third aspect, an embodiment of the present invention provides a communication system, including:
the aforementioned communication device; a first terminal communicatively connected to the communication device; and the second terminal is in communication connection with the communication device, and a social account is logged on the second terminal.
In a fourth aspect, an embodiment of the present invention provides a communication system, including:
a server;
the first terminal is in communication connection with the server, and is provided with a first client facing to customer service;
the second terminal is in communication connection with the server and is provided with a second client facing the client;
the server is configured to:
obtaining second data from the second terminal, the second data being received by the second terminal via the second client, and sending the second data to the first client, and/or,
and sending the first data acquired from the first client to the second terminal, and sending the first data through the second client of the second terminal.
All or part of the functions of the communication device or the communication system can be realized by hardware, and can also be realized by hardware executing corresponding software. The hardware or software includes one or more modules corresponding to the above-described functions.
In one possible design, the communication device may be configured to include a processor and a memory, the memory being configured to store a program that enables the communication device to perform the above-described processing, and the processor being configured to execute the program stored in the memory. The communication device may also include a communication interface for the communication device to communicate with other devices or communication networks.
In a fifth aspect, an embodiment of the present invention provides a computer storage medium, which includes one or more computer instructions, and when executed, the computer instructions implement the communication method of the first aspect as described above.
According to the embodiment of the invention, the user of the first terminal can communicate with the contact in the social account through the social account on the second terminal.
These and other aspects of the invention are apparent from and will be elucidated with reference to the embodiments described hereinafter.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, and it is obvious that the drawings in the following description are some embodiments of the present invention, and those skilled in the art can also obtain other drawings according to the drawings without creative efforts.
Fig. 1 shows a flow diagram of a communication method according to an embodiment of the invention;
FIG. 2 shows a flow diagram of a communication method according to another embodiment of the invention;
FIG. 3 shows a flow diagram of a communication method according to yet another embodiment of the invention;
FIG. 4 shows a block diagram of a communication device according to one embodiment of the invention;
FIG. 5 illustrates a block diagram of a first communication module of the communication device shown in FIG. 4;
FIG. 6 illustrates a block diagram of a second communication module of the communication device shown in FIG. 4;
FIG. 7 shows a schematic diagram of a communication system according to one embodiment of the invention;
FIG. 8 shows a schematic diagram of a communication system according to another embodiment of the invention;
fig. 9 shows an example of a functional block diagram of a server in the communication system shown in fig. 8;
FIG. 10 illustrates another example of a functional block diagram of a server in the communication system shown in FIG. 8;
fig. 11 shows a schematic diagram of a communication system according to yet another embodiment of the invention.
Detailed Description
In order to make the technical solutions of the present invention better understood, the technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention.
In some of the flows described in the present specification and claims and in the above figures, a number of operations are included that occur in a particular order, but it should be clearly understood that these operations may be performed out of order or in parallel as they occur herein, with the order of the operations being indicated as 101, 102, etc. merely to distinguish between the various operations, and the order of the operations by themselves does not represent any order of performance. Additionally, the flows may include more or fewer operations, and the operations may be performed sequentially or in parallel. It should be noted that, the descriptions of "first", "second", etc. in this document are used for distinguishing different messages, devices, modules, etc., and do not represent a sequential order, nor limit the types of "first" and "second" to be different.
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments.
Fig. 1 is a flow chart illustrating a communication method according to an embodiment of the present invention. Referring to fig. 1, the method includes:
100: and receiving an issuing instruction sent by the first terminal.
In the present invention, the "first terminal" may be a personal computer, a mobile terminal, a dedicated device, or the like, and has functions of communication, input, output, processing, and the like. The present invention does not limit the physical form of the first terminal.
In the present invention, an existing form of client program, such as a browser, a computer application program, a mobile application, etc., may be installed on the first terminal, and user operations are implemented by the client program. The user operation includes: data/instruction entry, data/instruction commit, etc.
Optionally, in an implementation manner of this embodiment, the issue instruction is used to instruct to issue a message or issue an article.
102: and responding to the issuing instruction to send the first message to the second terminal.
In the present invention, the "second terminal" may be a personal computer, a mobile terminal (e.g., a mobile phone), a dedicated device, or the like, and has functions of communication, input, output, processing, and the like. The present invention does not limit the physical form of the second terminal.
In this embodiment, the "first message" includes content to be sent, such as a message, an article, and the like.
Optionally, in an implementation manner of this embodiment, the issue instruction includes the first message.
Optionally, in an implementation manner of this embodiment, the issue instruction includes an identifier for uniquely representing the first message.
104: and sending the first message through the social account logged in on the second terminal.
In the present invention, the "social account" refers to an account of a client having a social function, such as wechat, personal microblog, TWITTER, FACEBOOK, kakotalk (a chat software from korea), LINE (an instant messenger application), WhatsApp (a cross-platform application), QQ (an instant messenger in flight), change-of-easy, ariwanwang, SKYPE (a software developed by microsoft), LinkedIn (standing for professional socialization), Snap (a social software featuring burn after reading), and the like. The second terminal is provided with one or more corresponding clients so as to communicate with the contacts in the clients through the clients.
In an embodiment of the invention, the second terminal is logged in with the social account, while the first terminal is not logged in with the social account. It should be noted that, for the case where the first terminal is logged in the social account but the first terminal does not participate in the communication process of the embodiment shown in fig. 1 through the social account, the case belongs to the case where the first terminal is not logged in the social account. In addition, in various embodiments of the present invention, since the client installed on the first terminal communicates with the social client on the second terminal, so as to communicate with the contact in the social account, rather than directly participate in social contact, the client installed on the first terminal does not belong to the social client.
By adopting the communication method provided by the embodiment, the communication between the first terminal and the second terminal logged in with the social account is realized, so that the user of the first terminal can communicate with the contact in the social account through the social account on the second terminal. In a specific application, based on the communication method provided by the embodiment, a customer service mode based on social contact accounts, loose coupling between customer service and social contact accounts, and easy monitoring of communication between customer service and social contact accounts can be provided.
Optionally, in an implementation manner of this embodiment, the process 102 may be implemented in the following manner: and sending the first message to the second terminal according to a target identifier associated with the second terminal and carried in the issuing instruction. For example, the target identifier is used to represent the second terminal, or to represent a social account logged in on the second terminal.
Optionally, in an implementation manner of this embodiment, the process 102 may be implemented in the following manner: and determining the second terminal associated with the user of the first terminal according to the data forwarding path, and then sending the first message to the second terminal.
The "data forwarding path" mentioned in this implementation or other places of the present invention may include: an association (mapping) between the user/customer service and the second terminal, or an association (mapping) between the user/customer service, the second terminal and the social account, or an association between the first terminal, the user/customer service, the second terminal and the social account. For example, in the case that the first terminal only logs in one user/customer service and the second terminal only logs in one social account, the data forwarding path may only include the association between the user/customer service and the second terminal; in the case where the first terminal logs in to one user/customer service and the second terminal logs in to more than two social account numbers, the data forwarding path may include an association between the user/customer service, the second terminal, and the social account numbers.
Optionally, in an implementation manner of this embodiment, the process 104 is implemented by: sending the first message via the social account based on device control (e.g., full control) of the second terminal.
Optionally, in an implementation manner of this embodiment, a specific format and content of the first message may be determined according to a social client to which the social account belongs. For example, the first message may include, in addition to information input by the user of the first terminal, a number of identifiers defined by the social client for messaging, such as: an identification of the first message; or, an identification of the first message and an identification of a contact in the social account.
Fig. 2 is a flow chart of a communication method according to an embodiment of the present invention, and referring to fig. 2, the method includes:
200: and acquiring a second message received by the second terminal through the social account from the second terminal. The second terminal logs in the social account.
202: and sending the second message to the first terminal.
In this embodiment, as in the embodiment shown in fig. 1, the first terminal does not log in to the social account.
By adopting the embodiment, the first terminal which does not log in the social account can receive information through the social account.
Optionally, in an implementation manner of this embodiment, the processing 202 is implemented specifically by the following manner: determining a user associated with the second terminal or the social account according to the data forwarding path; and sending the second message to the first terminal which the user logs in.
For the description of the data forwarding path, reference is made to the corresponding description in the embodiment shown in fig. 1, which is not described herein again.
Optionally, in an implementation manner of this embodiment, after the second message is acquired, a message source identifier of the second message is added to the second message, for example, a terminal identifier of the second terminal and/or a social account identifier on the second terminal (for example, a social account itself) is added.
Optionally, in an implementation manner of this embodiment, the second message includes: an identification of a second message, an identification of a contact in the social account, and information sent by the contact in the social account.
The present invention further provides an embodiment, in which the embodiment shown in fig. 1 and the embodiment shown in fig. 2 are included at the same time, so as to implement bidirectional communication between the first terminal and the second terminal.
Fig. 3 is a flow chart illustrating a communication method according to an embodiment of the present invention. Referring to fig. 3, the method includes:
300: and acquiring a second message received by the second terminal through the social account from the second terminal.
302: and sending the second message to the first terminal.
304: and receiving a release instruction sent by the first terminal in response to the second message.
306: and responding to the issuing instruction to send a first message to the second terminal.
308: and sending the first message through the social account logged in on the second terminal.
In the present embodiment, for the description of the processing 300-302, please refer to the similar description in the embodiment shown in fig. 2, which is not repeated herein.
In the present embodiment, for the description of the processing 304-308, please refer to the similar description in the embodiment shown in fig. 1, which is not repeated herein.
Optionally, in an implementation manner of this embodiment, the issue instruction includes the first message. Since the first message is a response to the second message, the target identifier carried/added in the first message is exactly the message source identifier carried/added in the second message.
Optionally, in an implementation manner of this embodiment, the response of the first message to the second message is implemented through a data forwarding path. For example, when the user/customer service of the first terminal, the second terminal, and the social account number are in one-to-one correspondence, the correspondence is stored in advance, and bidirectional information forwarding is performed according to the correspondence.
By adopting the method provided by the embodiment, the two-way communication between the first terminal and the second terminal logged with the social account is realized, so that the user/customer service of the first terminal can communicate with the contact in the social account through the social account on the second terminal.
In a specific application scenario of the embodiment, a customer service method and a system can be provided, in which the customer service is loosely coupled with the social account, the customer service is loosely coupled with the customer, and the monitoring is easy due to the existence of data forwarding.
Optionally, in an implementation manner of this embodiment, the method further includes: and saving the first message and the second message for subsequent retrieval, query, data sorting based on message content and the like.
In one embodiment of the present invention, a computer storage medium is also provided having one or more computer instructions stored therein. The computer instructions, when executed by a processor, implement a process comprising: receiving an issuing instruction sent by a first terminal; and responding to the issuing instruction to send a first message to a second terminal, and sending the first message through a social account logged on the second terminal.
Optionally, in an implementation manner of this embodiment, the social account includes an account of any one or more of the following software: microblog, WeChat, twitter, FACEBOOK, KAKAOTalk, LINE, WhatsApp.
Optionally, in an implementation manner of this embodiment, the first message includes: an identity of the first message and information input by a user of the first terminal; or, the first message comprises: an identification of the first message, information input by a user of the first terminal, and an identification of a contact in the social account.
Optionally, in an implementation manner of this embodiment, in order to send the first message to the second terminal in response to the issuing instruction, the computer instructions, when executed by the processor, implement the following processing: sending the first message to the second terminal according to a target identifier associated with the second terminal and carried in the issuing instruction; or, the second terminal associated with the user of the first terminal is determined according to the data forwarding path, and then the first message is sent to the second terminal.
Optionally, in an implementation manner of this embodiment, in order to send the first message through the social account logged in on the second terminal, the computer instructions, when executed by the processor, implement the following processing: sending the first message via the social account based on device control of the second terminal.
Optionally, in an implementation manner of this embodiment, when executed by the processor, the computer instructions further implement the following processing: acquiring a second message received by the second terminal through the social account from the second terminal; and sending the second message to the first terminal.
Optionally, in this implementation, the second message includes: identification of the second message, identification of a contact in the social account, and information sent by the contact in the social account
Optionally, in this implementation, to send the second message to the first terminal, the computer instructions when executed by the processor implement the following: determining a user associated with the second terminal or the social account according to the data forwarding path; and sending the second message to the first terminal which the user logs in.
Optionally, in an implementation manner of this embodiment, when executed by the processor, the computer instructions further implement the following processing: saving the first message and the second message for subsequent queries.
Fig. 4 is an example of a block diagram of a communication device according to an embodiment of the present invention. Referring to fig. 4, the communication apparatus includes a first communication module 40 and/or a second communication module 42. The following description will be made separately.
In this embodiment, the first communication module 40 is configured to receive a publishing instruction sent by a first terminal, send a first message to a second terminal in response to the publishing instruction, and send the first message through a social account logged on the second terminal.
Optionally, in an implementation manner of this embodiment, as shown in fig. 5, the first communication module 40 includes: a first determining submodule, configured to determine, according to a data forwarding path, the second terminal associated with a user of the first terminal; and the first sending submodule is used for sending the first message to the second terminal.
Optionally, in an implementation manner of this embodiment, as shown by a dashed line box in fig. 5, the first communication module 40 includes a third sending sub-module, configured to send the first message to the second terminal according to a target identifier associated with the second terminal and carried in the issue instruction.
Optionally, in an implementation manner of this embodiment, as shown in fig. 5, the first communication module 40 includes a sending control module, configured to send the first message via the social account based on the device control right of the second terminal.
In this embodiment, the second communication module 42 is configured to obtain, from the second terminal, a second message received by the second terminal through the social account, and send the second message to the first terminal.
Optionally, in an implementation manner of this embodiment, as shown in fig. 6, the second communication module includes: the second determining submodule is used for determining a user associated with the second terminal or the social account according to the data forwarding path; and the second sending submodule is used for sending the second message to the first terminal which the user logs in.
Optionally, in an implementation manner of this embodiment, the first terminal sends the issue instruction carrying the first message in response to the second message. The target identifier (e.g., the target terminal identifier and/or the target social account) contained in the first message is the same as the message source identifier (e.g., the second terminal identifier and/or the social account) contained in the second message.
It should be understood by those skilled in the art that the communication apparatus provided in the embodiments of the present invention is used to implement the communication method provided in the various embodiments of the present invention, and therefore, the description of the advantages of the communication apparatus, the explanations of related terms, and ranges, and the detailed descriptions of the processes executed or executable by the modules and sub-modules refer to the corresponding descriptions in the method embodiments and are not repeated herein.
Fig. 7 is a schematic diagram of a communication system in accordance with an embodiment of the present invention. Referring to fig. 7, the communication system includes the communication device as described above, a first terminal communicatively connected to the communication device, and a second terminal communicatively connected to the communication device, the second terminal having a social account logged thereon. For a detailed description of the communication device, please refer to the foregoing, which is not repeated herein.
Fig. 8 is another schematic diagram of a communication system in accordance with an embodiment of the present invention. Referring to fig. 8, the communication system includes: a server 80, at least one first terminal 84 and at least one second terminal 86. Wherein the first terminal 84 is installed with a first client facing customer service (i.e., staff member); the second terminal 86 is installed with a second client facing the customer. The details will be described below.
In the invention, the client refers to a contact person logged in an account of the second client, such as a friend, a fan, a subscriber, a temporary friend, a stranger, and the like, and the expressions of different software are different.
In this embodiment, the server 80 may be configured to implement the following processes: and obtaining second data received by the source second terminal through the source second client from the source second terminal, and sending the second data to the target first client. The source second terminal refers to a terminal of the at least one second terminal 84 that receives data or a message through the second client; the source second client is a second client installed on the source second terminal; the target first client is a first client communicating with the source second terminal; the first terminal on which the target first client is installed is referred to as the target first terminal.
In this embodiment, the server 80 may be configured to implement the following processes: and sending the first data acquired from the source first client to a target second terminal, and sending the first data through a target second client of the target second terminal. The source first client is a first client for sending first data; the target second terminal is a second client communicating with the source first client; the target second client is a second client installed on the target second terminal; the first terminal on which the source first client is installed becomes the source first terminal.
In this embodiment, the second client is a social client and the first client is not a social client. By adopting the embodiment, communication between the non-social client and the social client can be realized, and further communication with the client through the social client is realized.
Optionally, in this embodiment, as shown in fig. 8, the server 80 includes a business processing server 81 and a social communication server 82. Wherein, the service processing server 81 is connected with the at least one first terminal 84 in a communication way; the social communication server 82 is communicatively connected to said service processor 81 and to said at least one second terminal 86.
Optionally, in an implementation manner of this embodiment, as shown in fig. 9, the service processing server 81 includes a first receiving module and a first sending module. The first receiving module is configured to receive a first message sent by the source first client, where the first message includes the first data. The first sending module is used for executing the following processing: when the first message carries a target identifier, the first message is sent to the social communication server, and when the first message does not contain the target identifier, the target identifier associated with the customer service of the source first client (i.e., the customer service of the login source first client) is determined according to a data forwarding path, the target identifier is added to the first message, and then the first message is sent to the social communication server 82.
In this implementation, the data forwarding path includes any one or more of: the incidence relation between the customer service (or the first client account) and the second terminal; the incidence relation among the customer service, the second terminal and the account number of the second client; and the customer service, the first terminal, the second terminal and the account number of the second client side are in incidence relation. In order to implement data forwarding, the different association relationships may be adopted according to whether one or more second clients are installed on the second terminal.
In this implementation, the target identity is used to represent a recipient of the first message (e.g., the target second terminal or a second client account on the target second terminal).
In this implementation, as shown in fig. 9, the social communication server 82 includes: a third receiving module, configured to receive the first message; a third sending module, configured to send the first data to the target second terminal according to the target identifier; and the sending control module is used for controlling the target second client to send the first data based on the control authority of the target second terminal. For example, the sending control module writes the first data into a relevant file of the second client, and sends the first data through a sending process of the second client.
In this implementation, the first message includes, in addition to the first data, a format and content defined by the second client for information transmission and reception.
For example, the first message may include a client identification and a message identification; the third sending module sends the client identifier and the message identifier to the target second terminal together; and the target second client sends the first data to the specified client according to the client identification and the message identification. Wherein, the client identification is used for representing the client for communication; the message identification is used to distinguish the current message from other messages.
For another example, the first message may also contain an article identification; the third sending module sends the first data and the article identification to the target second terminal; and the target second client shares the second data according to the article identifier.
Optionally, in an implementation manner of this embodiment, as shown in fig. 10, the social communication server 82 includes: a fourth receiving module, configured to receive a second message sent by the source second terminal, where the second message carries the second data; and the fourth sending module is used for adding a message source identifier for the second message and then sending the second message to the service processing server.
Wherein the message source identifier is used to identify the source of the second message/second data, e.g., the message source identifier is used to identify the source second terminal and/or a source second client account on the source second terminal.
In this implementation, as shown in fig. 10, the service processing server 81 includes: a second receiving module, configured to receive the second message; and the second sending module is used for determining the target customer service associated with the message source identifier according to the data forwarding path and sending the second data to the target first client corresponding to the target customer service.
Optionally, in this implementation, the second message carries, in addition to the second data, a client identifier and a message identifier; the second sending module sends the second data to the target first client and sends the client identifier and the message identifier to the target first client. In this way, when the target first client transmits data (e.g., first data) in response to the second data, the client identification, the message identification, and the message source identification (the message source identification at this time serves as the target identification as described above) may be transmitted simultaneously.
Optionally, in this embodiment, the source second terminal and the target second terminal are the same terminal, the source second client and the target second client are the same client, and the source first client and the target first client are the same terminal. In this case, the first data may be data transmitted in response to the second data. The destination identifier used in the transmission of the first data from the first terminal to the second terminal may be determined from the message source identifier used in the transmission of the second data from the second terminal to the first terminal, e.g. the same.
Optionally, in an implementation manner of this embodiment, the service processing server 81 includes a reply module, configured to determine reply data responding to the second data based on the second data and a pre-established reply model. The response model may be a model established based on an existing manner such as supervised learning.
In this implementation, the reply data may be directly sent to the social communication server, or the reply data may be sent to the target first client, so that the customer service of the target first client replies with reference to the reply data.
Optionally, in an implementation manner of this embodiment, as shown in fig. 8, the communication system further includes a storage server, communicatively connected to the service processing server, and configured to store the first data and the second data.
Fig. 11 is a schematic diagram of a communication system according to an embodiment of the present invention. Referring to fig. 11, the communication system includes: the system comprises a client program, a business processing server, a storage server, a social communication server and a controlled mobile device. Wherein, the controlled mobile device means that the mobile device is controlled by the social communication server. Social software is installed on the mobile device. In the present embodiment, a message service and an article service provided by the docking social software are described as an example.
In this embodiment, the messaging service refers to bidirectional messaging with a client, and the content of the messaging service includes, but is not limited to, text, pictures, audio and video. Each message contains DATA for MSG _ ID, CLIENT _ ID, DATA. Wherein the MSG _ ID is a unique identifier that distinguishes this message from other messages on this mobile device; CLIENT _ ID refers to the unique identification of the customer; DATA refers to the content of this message. The messaging service, for example, in the case of WeChat, refers to sending and receiving instant messages with friends; in terms of microblogs, private messages are sent and received between the microblog and the fan.
In this embodiment, the article publishing service refers to publishing articles including, but not limited to, text, pictures, and audio/video contents, and allowing some or all clients to read the articles. Each article contains DATA for SNS _ ID, DATA. Wherein, SNS _ ID is a unique mark of the article which is different from other articles on the mobile device; DATA refers to the content of this article. The texting service, for example, in the case of WeChat, refers to a circle of friends; in the case of microblogging, this is the issue of microblogs.
[ RELATED TO MOBILE DEVICES AND OPERATING SYSTEMS THEREOF ]
In this embodiment, each mobile DEVICE is assigned a DEVICE _ ID as its unique identification.
Mobile devices typically have their own operating systems. For example: an Android operating system operated by Android (Android) equipment and an iOS operating system of apple company equipment. The operating system of the mobile device is a runtime container of social software. In the communication system provided in this embodiment, the social communication server reads and writes the file of the social software by controlling the operating system of the mobile device, monitors the input and output of the social software, and communicates with the social software.
When the message service of the social software receives the message, the operating system passes this heard message (including MSG _ ID, CLIENT _ ID, and DATA) to the social communication server.
When the operating system receives a messaging instruction from the social communication server, the operating system submits the instruction to the social software. This instruction contains all the information of the message (including MSG _ ID, CLIENT _ ID and DATA). The social software receives this instruction and performs the task of sending a message, sending the content represented by the DATA to the CLIENT represented by CLIENT _ ID.
When the operating system receives an article posting instruction from the social communication server, the operating system submits the instruction to the social software. This instruction contains DATA (SNS _ ID and DATA) of the article. The social software receives this instruction and performs the task of publishing the article.
[ about social communication Server ]
The social communication server is used for controlling one or more mobile devices and communicating with the operating systems of the mobile devices. The control of the mobile device by the social communication server includes the following.
A) Acquiring full control of the mobile device:
the social communication server obtains the high-level administrator authority of the mobile device and obtains complete control authority of the device, so that any file on the system can be read and written, communication with any process running on the system can be achieved, and data can be sent through social software. For example, a delegation operation can be employed to obtain high level administrator privileges for a mobile device.
B) And a bidirectional data channel is constructed between the social communication server and the mobile device.
Common mobile devices are provided with USB ports, WiFi modules, and the like. Thus, a two-way socket connection can be established between the social communication server and the mobile device through a USB port or using a wireless network.
When the social communication server receives a message transmitted by a certain mobile DEVICE (which is received by the social software and is intercepted by the operating system of the mobile DEVICE, and includes MSG _ ID, CLIENT _ ID and DATA), the social communication server combines the message with DEVICE _ ID of the mobile DEVICE and transmits the combined message to the service processing server.
The social communication server can receive instructions sent by the business processing server, and the instructions comprise the following instruction types:
a) and sending a message instruction.
The data carried by this instruction includes: DEVICE _ ID, MSG _ ID, CLIENT _ ID, and DATA.
Upon receiving this instruction, the social communication server first looks up the DEVICE for this DEVICE _ ID and then sends a messaging instruction to this DEVICE, the new instruction carrying DATA including MSG _ ID, CLIENT _ ID and DATA.
b) The article instruction is issued.
The DATA carried by this instruction includes DEVICE _ ID, SNS _ ID, and DATA.
When receiving the instruction, the social communication server firstly searches the DEVICE of the DEVICE _ ID, and then sends an instruction for publishing the article to the DEVICE, wherein the new instruction carries DATA including the SNS _ ID and the DATA.
[ concerning staff to mobile device ] to determine the location of the mobile device
The staff member is given a user account. The USER account has a USER _ ID as a unique label for this USER. Illustratively, one USER ID is associated with one or more DEVICE IDs, and one DEVICE ID is associated with at most one USER ID. This association indicates that the user account has control of the device.
[ about service processing server ]
The business processing server takes social communication data as a core, and provides services for the client and other systems of the enterprise by depending on the social communication server, the storage server and other systems of the enterprise. It has the following functions.
1) Receiving a messaging instruction from a CLIENT program, wherein the instruction comprises DEVICE _ ID, MSG _ ID, CLIENT _ ID and DATA; forwarding the instruction to a storage server; this instruction is forwarded to the social communication server.
2) An article publication instruction is received from a client program. This instruction must contain SNS _ ID and DATA. This instruction may contain DEVICE _ ID. When DEVICE _ ID is missing, the service processing server makes all DEVICE _ IDs associated with USER _ ID of the USER account logged in by the client and SNS _ ID and DATA in the original article issuing instruction constitute a new article issuing instruction. Finally, the instruction is forwarded to a storage server; this instruction is forwarded to the social communication server.
3) Receiving a message from a social communication server, the message comprising: DEVICE _ ID, MSG _ ID, CLIEN _ ID, and DATA; forwarding the message to a storage server; if the account of USER _ ID associated with DEVICE _ ID is online, this message is forwarded to the client program corresponding to the online account.
[ concerning the integration of communication systems with other systems ]
The manner in which the communication system provided by the present embodiment interfaces with other systems of the enterprise is varied, two common manners being illustrated herein.
In a first mode, the communication system uses data from other systems of the enterprise. For example, customer data of a CRM (customer relationship management) system of an enterprise is accessed into the system to provide staff with more complete customer information about the customer.
And secondly, the communication system is used as a part of other systems of the enterprise. For example, the system is connected to a telephone sales system of an enterprise, and a new customer contact channel is provided for workers.
[ about storage Server ]
The storage server is used for persistently storing all data in social communication, including but not limited to messages sent and received by workers and clients, articles published by the workers and the like, and the format of the recorded data includes but not limited to characters, images, audios and videos and the like.
In one specific application, the storage server comprises two services, namely a file storage service and a database service. The former is used for storing unstructured data such as pictures, audios and videos and the like. The latter is used to store smaller structured data.
The storage server provides a data base for social behaviors of enterprise management and control workers. In practice, based on this data, the following functions can be provided for the system administrator: a tool for inquiring and quality testing of social behaviors of workers; and a statistical and reporting tool for social behaviors of workers.
[ about client program ]
The client program is used for the interactive operation of the communication system and workers, and comprises the following steps:
1) and receiving input of a worker, and transmitting a message sending instruction to the service processing server.
2) And receiving input of a worker, and transmitting an article issuing instruction to the service processing server.
3) And receiving the message from the service processing server, and displaying the received message to the staff.
Implementations of client programs include, but are not limited to, web pages in a web browser, applications on a mobile device, application programs on a personal computer, and the like.
The invention also provides a communication device comprising a processor and a memory. The memory stores one or more computer instructions that are executed by the processor to implement any of the aforementioned communication methods or processes performed by any of the aforementioned communication devices.
Illustratively, aiming at an application scene that enterprise marketing and customer service personnel use personal social tools on mobile phones or other mobile devices to carry out marketing, customer service, customer relationship maintenance and other work, the invention creatively provides a social communication server and a business processing server. The social communication server realizes communication and interaction with the client by controlling the mobile phone or other mobile communication equipment and the personal social platform APP running on the mobile phone and the mobile equipment. And the business processing server accepts various social marketing and customer service requests sent by workers and submits the service requests to the social communication server. The social communication server completes two-way social communication between the staff and the client through the controlled mobile device. Meanwhile, the business processing server records the bidirectional social communication content (namely the social communication record and the service record) in real time, understands and monitors the social communication content in real time by adopting the latest worker intelligent technology such as machine learning and the like, assists workers to automatically answer the relevant problems of the clients, and improves the marketing and customer service efficiency of the workers in many aspects. Meanwhile, the staff establishes a social relationship with the social communication server through the personal mobile equipment and subscribes a specific authorization service to the social communication server through the social APP of the personal equipment, so that the social information of the client can be sent to the APP of the personal mobile equipment of the staff, and the 7 x 24 hour connection and two-way communication of the staff and the client in an enterprise management and control state can be realized.
The above-described embodiments of the apparatus are merely illustrative, and the units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the solution of the present embodiment. One of ordinary skill in the art can understand and implement it without inventive effort.
Through the above description of the embodiments, those skilled in the art can clearly understand that each embodiment can be implemented by software or by software plus a necessary hardware platform (e.g., a general hardware platform). With this in mind, the foregoing technical solutions may be embodied in the form of a software product, which can be stored in a computer-readable storage medium such as ROM/RAM, magnetic disk, optical disk, etc., and includes instructions for causing a computer device (which may be a personal computer, a server, or a network device) to execute the method according to the embodiments or some parts of the embodiments.
Finally, it should be noted that: the above examples are only intended to illustrate the technical solution of the present invention, but not to limit it; although the present invention has been described in detail with reference to the foregoing embodiments, it will be understood by those of ordinary skill in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some technical features may be equivalently replaced; and such modifications or substitutions do not depart from the spirit and scope of the corresponding technical solutions of the embodiments of the present invention.
Claims (22)
1. A communications apparatus comprising a memory and a processor, the memory having stored thereon computer instructions, the processor executing the computer instructions to perform processes comprising:
receiving an issuing instruction sent by a first terminal;
and responding to the issuing instruction to send a first message to a second terminal, and sending the first message through a social account logged on the second terminal.
2. The communications apparatus of claim 1, wherein the processor executes the computer instructions to implement:
acquiring a second message received by the second terminal through the social account from the second terminal;
and sending the second message to the first terminal.
3. A communications device as claimed in claim 1 or 2, wherein the social account comprises an account for any one or more of the following software:
QQ, microblog, WeChat, Yixin, Aliwang, SKYPE, TWITTER, FACEBOOK, KAKAKAO, LINE, WhatsApp, LinkedIn, Snap.
4. The communication apparatus of claim 1,
the first message includes: an identity of the first message and information input by a user of the first terminal; or the like, or, alternatively,
the first message includes: an identification of the first message, information input by a user of the first terminal, and an identification of a contact in the social account.
5. The communication apparatus according to claim 1 or 4, wherein the transmitting of the first message to the second terminal in response to the issue instruction comprises:
sending the first message to the second terminal according to a target identifier associated with the second terminal and carried in the issuing instruction; or the like, or, alternatively,
and determining the second terminal associated with the user of the first terminal according to the data forwarding path, and then sending the first message to the second terminal.
6. The communication apparatus according to claim 1 or 4, wherein the sending the first message through the social account logged on the second terminal comprises:
sending the first message via the social account based on device control of the second terminal.
7. The communications apparatus of claim 2, wherein the second message comprises:
the identification of the second message, the identification of the contact in the social account, and the information sent by the contact in the social account.
8. The communications apparatus of claim 2 or 7, wherein the sending the second message to the first terminal comprises:
determining a user associated with the second terminal or the social account according to the data forwarding path;
and sending the second message to the first terminal which the user logs in.
9. The communications apparatus of claim 2, further comprising:
saving the first message and the second message for subsequent queries.
10. A communication system, comprising:
the communication device of any one of claims 1-9;
a first terminal communicatively connected to the communication device;
and the second terminal is in communication connection with the communication device, and a social account is logged on the second terminal.
11. A communication system, comprising:
a server;
the first terminal is in communication connection with the server, and is provided with a first client facing to customer service;
the second terminal is in communication connection with the server and is provided with a second client facing the client;
the server is configured to:
and sending the first data acquired from the first client to the second terminal, and sending the first data through an account of the second client.
12. The communication system of claim 11, wherein the server is further configured to:
and sending second data sent to the account of the second client to the first client.
13. The communication system of claim 12, wherein the server comprises:
the service processing server is in communication connection with the first terminal; and
and the social communication server is in communication connection with the service processor and the second terminal.
14. The communication system of claim 13, wherein the traffic processing server comprises:
a first memory having computer instructions stored thereon;
a first processor executing the computer instructions to:
receiving a first message sent by the first client, wherein the first message comprises the first data;
sending the first message to the social communication server when the first message carries a target identifier, and,
and when the first message does not contain the target identification, determining the target identification associated with the customer service of the first client according to the data forwarding path, adding the target identification to the first message, and sending the first message to the social communication server.
15. The communication system of claim 14, wherein the social communication server comprises:
a second memory having computer instructions stored thereon;
a second processor executing the computer instructions to perform the following:
receiving the first message;
sending the first data to the second terminal according to the target identification;
and sending the first data through the second client based on the control authority of the second terminal.
16. The communication system of claim 15,
the first message further comprises: a client identifier and a message identifier;
the second processor executes the computer instructions to: sending the client identifier and the message identifier to the second terminal;
the second client is configured to: and sending the first data to a specified client according to the client identification and the message identification.
17. The communication system of claim 15,
the first message further comprises: article identification;
the second processor executes the computer instructions to: sending the article identification to the second terminal;
the second client is configured to: and sharing the second data according to the article identification.
18. The communication system of claim 15, wherein the second processor executes the computer instructions to:
receiving a second message sent by the second terminal, wherein the second message carries the second data;
and adding a message source identifier for the second message, and then sending the second message to the service processing server.
19. The communication system of claim 18, wherein the first processor executes the computer instructions to:
receiving the second message;
and determining a target customer service associated with the message source identifier according to the data forwarding path, and sending the second data to the first client corresponding to the target customer service.
20. The communication system of claim 19,
the second message also carries: a client identifier and a message identifier;
the first processor executes the computer instructions to: and sending the client identification and the message identification to the first client.
21. The communication system of claim 14, wherein the first processor executes the computer instructions to:
determining reply data responsive to the second data based on the second data and a pre-established reply model.
22. The communication system of claim 13, further comprising:
and the storage server is in communication connection with the service processing server and is used for storing the first data and the second data.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202110205373.2A CN112929256A (en) | 2017-06-02 | 2017-06-02 | Communication method, device, system and computer storage medium |
Applications Claiming Priority (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202110205373.2A CN112929256A (en) | 2017-06-02 | 2017-06-02 | Communication method, device, system and computer storage medium |
| CN201710409738.7A CN107222392B (en) | 2017-06-02 | 2017-06-02 | Communication method, device, system and computer storage medium |
Related Parent Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201710409738.7A Division CN107222392B (en) | 2017-06-02 | 2017-06-02 | Communication method, device, system and computer storage medium |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN112929256A true CN112929256A (en) | 2021-06-08 |
Family
ID=59948293
Family Applications (2)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN202110205373.2A Pending CN112929256A (en) | 2017-06-02 | 2017-06-02 | Communication method, device, system and computer storage medium |
| CN201710409738.7A Expired - Fee Related CN107222392B (en) | 2017-06-02 | 2017-06-02 | Communication method, device, system and computer storage medium |
Family Applications After (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201710409738.7A Expired - Fee Related CN107222392B (en) | 2017-06-02 | 2017-06-02 | Communication method, device, system and computer storage medium |
Country Status (1)
| Country | Link |
|---|---|
| CN (2) | CN112929256A (en) |
Families Citing this family (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| WO2020034955A1 (en) * | 2018-08-13 | 2020-02-20 | 华为技术有限公司 | Communication method and communication device |
| CN110830543B (en) | 2018-08-13 | 2021-10-19 | 华为技术有限公司 | Communication method and communication device |
Citations (7)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN104486202A (en) * | 2014-12-12 | 2015-04-01 | 上海斐讯数据通信技术有限公司 | Method and system applicable to information publishing on multiple social contact platforms |
| CN104683216A (en) * | 2013-11-29 | 2015-06-03 | 腾讯科技（深圳）有限公司 | Forwarding method and forwarding device for customer service information as well as customer service system |
| WO2015135386A1 (en) * | 2014-03-12 | 2015-09-17 | Tencent Technology (Shenzhen) Company Limited | Method and system for controlling devices over a social networking platform |
| CN105007319A (en) * | 2015-07-15 | 2015-10-28 | 腾讯科技（深圳）有限公司 | Information transmitting method, device and system |
| CN105323155A (en) * | 2015-11-30 | 2016-02-10 | 用友网络科技股份有限公司 | Method for communication of on-line service system with third party instant messaging system |
| US20160285988A1 (en) * | 2014-01-15 | 2016-09-29 | Tencent Technology (Shenzhen) Company Limited | Information pushing method, apparatus, and system |
| WO2017072784A1 (en) * | 2015-10-27 | 2017-05-04 | PANDA, Manamohan | Method and system for providing enterprise customer services via social media messaging using non-text triggers |
Family Cites Families (8)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US20130036009A1 (en) * | 2006-10-02 | 2013-02-07 | Segmint Inc. | Personalized consumer advertising placement with social networking |
| CN101227487A (en) * | 2008-01-29 | 2008-07-23 | 厦门纳网科技有限公司 | On-line client service system and on-line communication method thereof |
| CN103546358B (en) * | 2012-07-09 | 2016-05-04 | 腾讯科技（深圳）有限公司 | Towards instant communication method and the system of third party's application |
| CN103763443B (en) * | 2014-01-26 | 2016-08-17 | 武汉四方汇动科技有限公司 | The mobile customer service system of a kind of many communication modes polymerization and method |
| DK3117577T3 (en) * | 2014-03-12 | 2019-09-23 | Tencent Tech Shenzhen Co Ltd | PROCEDURE AND DEVICE TO CONTROL PERIPHERAL DEVICES WITH A SOCIAL NETWORK PLATFORM. |
| CN105659521B (en) * | 2014-03-12 | 2019-07-16 | 腾讯科技（深圳）有限公司 | Method and apparatus for controlling peripheral equipment by social network-i i-platform |
| CN105812229A (en) * | 2014-12-30 | 2016-07-27 | 中国移动通信集团公司 | Terminal communication method, system and related device |
| CN106209592B (en) * | 2016-07-15 | 2020-02-07 | 福建星网信通软件有限公司 | WeChat customer service system and customer service message interaction method thereof |
-
2017
- 2017-06-02 CN CN202110205373.2A patent/CN112929256A/en active Pending
- 2017-06-02 CN CN201710409738.7A patent/CN107222392B/en not_active Expired - Fee Related
Patent Citations (7)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN104683216A (en) * | 2013-11-29 | 2015-06-03 | 腾讯科技（深圳）有限公司 | Forwarding method and forwarding device for customer service information as well as customer service system |
| US20160285988A1 (en) * | 2014-01-15 | 2016-09-29 | Tencent Technology (Shenzhen) Company Limited | Information pushing method, apparatus, and system |
| WO2015135386A1 (en) * | 2014-03-12 | 2015-09-17 | Tencent Technology (Shenzhen) Company Limited | Method and system for controlling devices over a social networking platform |
| CN104486202A (en) * | 2014-12-12 | 2015-04-01 | 上海斐讯数据通信技术有限公司 | Method and system applicable to information publishing on multiple social contact platforms |
| CN105007319A (en) * | 2015-07-15 | 2015-10-28 | 腾讯科技（深圳）有限公司 | Information transmitting method, device and system |
| WO2017072784A1 (en) * | 2015-10-27 | 2017-05-04 | PANDA, Manamohan | Method and system for providing enterprise customer services via social media messaging using non-text triggers |
| CN105323155A (en) * | 2015-11-30 | 2016-02-10 | 用友网络科技股份有限公司 | Method for communication of on-line service system with third party instant messaging system |
Also Published As
| Publication number | Publication date |
|---|---|
| CN107222392B (en) | 2021-03-16 |
| CN107222392A (en) | 2017-09-29 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN105847020B (en) | Message pushing method and device | |
| CN101282314B (en) | Group communication method, equipment and system for instant communication | |
| US7747705B1 (en) | Method to make a discussion forum or RSS feed a source for customer contact into a multimedia contact center that is capable of handling emails | |
| US10291778B2 (en) | Intermediary device for data message network routing | |
| CN104113466A (en) | Harassing phone call identification method, client, server and system | |
| US20170041435A1 (en) | Methods and apparatus to generate virtual war rooms via social media in enterprise network environments | |
| US10250539B2 (en) | Methods and apparatus to manage message delivery in enterprise network environments | |
| US10873640B2 (en) | Information exchange method and server | |
| CN103458384A (en) | Enterprise short message sending system and method | |
| CN105721389B (en) | The processing of multi-terminal equipment communicating data and service response method, device | |
| CN104410562A (en) | Method of processing instant message associated with business | |
| CN108965109A (en) | A kind of instant messaging control method, device and storage medium | |
| CN107528767B (en) | Session processing method and device | |
| US20140047051A1 (en) | Method and system for sending prompt information to social networking services community users | |
| CN107222392B (en) | Communication method, device, system and computer storage medium | |
| US11146517B2 (en) | Intermediary device for data message network routing | |
| CN115951923B (en) | Subscription event management method, display system, device and storage medium | |
| CN103731342A (en) | Instant message based workflow management system and management method | |
| CN106789271B (en) | Fault reporting processing method and system | |
| US20220103511A1 (en) | Methods and apparatuses for managing data integration between an external email resource and a group-based communication system | |
| CN102075453A (en) | Mobile phone short message and intranet mailbox communication system and implementation method thereof | |
| CN112767220B (en) | Emergency management communication method, system, storage medium and computer equipment | |
| CN107317741A (en) | It is a kind of to support while connecting the instant communication client of multiserver | |
| CN108347373B (en) | Method and system for realizing instant messaging of enterprise APP | |
| CN114697282A (en) | Message processing method and system, storage medium and electronic device |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| PB01 | Publication | ||
| PB01 | Publication | ||
| SE01 | Entry into force of request for substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| WD01 | Invention patent application deemed withdrawn after publication |
Application publication date: 20210608 |
|
| WD01 | Invention patent application deemed withdrawn after publication |