CN113298274A - Order processing method and device - Google Patents
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- CN113298274A CN113298274A CN202010107824.4A CN202010107824A CN113298274A CN 113298274 A CN113298274 A CN 113298274A CN 202010107824 A CN202010107824 A CN 202010107824A CN 113298274 A CN113298274 A CN 113298274A
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- 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
- G06Q10/02—Reservations, e.g. for tickets, services or events
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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
- G06Q30/02—Marketing; Price estimation or determination; Fundraising
- G06Q30/0281—Customer communication at a business location, e.g. providing product or service information, consulting
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- 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
- G06Q30/06—Buying, selling or leasing transactions
- G06Q30/0601—Electronic shopping [e-shopping]
- G06Q30/0633—Lists, e.g. purchase orders, compilation or processing
- G06Q30/0635—Processing of requisition or of purchase orders
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/14—Session management
- H04L67/141—Setup of application sessions
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
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Abstract
The invention discloses a method and a device for processing orders, and relates to the technical field of computers. One embodiment of the method comprises: acquiring an order with an appointment state of non-appointment, and initiating a call request to a user in the order to establish communication connection with the user; answering with the user through a call answering model, and identifying the appointment time according to the answering record of the user in the answering process; recording the appointment time of the order. The embodiment can solve the technical problems of high reservation cost or poor user experience.
Description
Technical Field
The invention relates to the technical field of computers, in particular to a method and a device for processing orders.
Background
After the user places an order, for the scenes of needing to make an appointment for delivery, installation, cleaning or maintenance, etc., in order to ensure the high efficiency and accuracy of the service, the user is generally required to confirm the appointment time before the service, so that the high-quality service is efficiently and quickly provided for the user.
When the reservation time is confirmed with the user, the current common method is as follows: firstly, making a telephone appointment manually; secondly, notifying a user through a short message; and thirdly, informing the user through the WeChat service.
In the process of implementing the invention, the inventor finds that at least the following problems exist in the prior art:
1) a large amount of manpower is consumed by manually making a telephone appointment, the cost is high, and mistakes are easy to make;
2) in the way of short message and wechat service notification, the user may not pay attention to the notification, so that the notification is easy to overlook and has poor user experience; even after the user pays attention to the service, if the user has problems and needs to consult, the user needs to inquire the corresponding service telephone and then dial, and the process is complicated.
Disclosure of Invention
In view of this, embodiments of the present invention provide a method and an apparatus for processing an order, so as to solve the technical problems of high reservation cost or poor user experience.
To achieve the above object, according to an aspect of an embodiment of the present invention, there is provided a method of processing an order, including:
acquiring an order with an appointment state of non-appointment, and initiating a call request to a user in the order to establish communication connection with the user;
answering with the user through a call answering model, and identifying the appointment time according to the answering record of the user in the answering process;
recording the appointment time of the order.
Optionally, acquiring an order with an unsubscribed reservation state, and initiating a call request to a user in the order to establish a communication connection with the user, including:
acquiring an order with an appointment state of non-appointment, and initiating a call request to a user in the order;
if the call is successful, establishing communication connection with the user;
and if the call fails, saving the unaccessed record of the user into a reserved unaccessed record.
Optionally, if the call fails, after recording the record of non-connection of the user, the method further includes:
receiving a call request initiated by a calling user;
inquiring the reservation non-connection record, and judging whether the calling subscriber is the subscriber in the order or not according to the calling number of the calling subscriber;
and if so, establishing communication connection with the user.
Optionally, the method further comprises:
and if the identified reserved time is empty, switching the user to manual service to confirm the reserved time with the user.
Optionally, switching the user to a manual service to confirm the reserved time with the user, further comprising:
taking response records confirmed through manual service as training samples, and optimizing the dialoging response model in a supervised learning mode; wherein the dialogistic response model is a linear regression model.
Optionally, acquiring the order with the reserved status as an unreserved order includes:
traversing each order in the order set to be processed, and screening out the order set needing service reservation;
and acquiring the order with the reserved state as the non-reserved order from the order set needing the reserved service.
Optionally, acquiring an order with a reserved state being an unreserved order from the order set requiring the reserved service, including:
for any reservation state in the order set needing reservation service as an unreserved order:
judging whether the current time reaches the reservation service time of the order or not according to a preset time threshold and the planned reservation time of the order;
and if so, acquiring the order from the order set needing the reserved service.
In addition, according to another aspect of the embodiments of the present invention, there is provided an apparatus for processing an order, including:
the calling module is used for acquiring an order with an unreserved reservation state and initiating a calling request to a user in the order so as to establish communication connection with the user;
the reservation module is used for responding to the user through a conversational response model and identifying reservation time according to the response record of the user in the response process;
and the recording module is used for recording the reservation time of the order.
Optionally, the calling module is further configured to:
acquiring an order with an appointment state of non-appointment, and initiating a call request to a user in the order;
if the call is successful, establishing communication connection with the user;
and if the call fails, saving the unaccessed record of the user into a reserved unaccessed record.
Optionally, the calling module is further configured to:
if the call fails, receiving a call request initiated by a calling user after recording the unaccessed record of the user;
inquiring the reservation non-connection record, and judging whether the calling subscriber is the subscriber in the order or not according to the calling number of the calling subscriber;
and if so, establishing communication connection with the user.
Optionally, the reservation module is further configured to:
and if the identified reserved time is empty, switching the user to manual service to confirm the reserved time with the user.
Optionally, the reservation module is further configured to:
switching the user to manual service, and after the user confirms the appointment time, taking a response record confirmed by the manual service as a training sample, and optimizing the dialect response model in a supervised learning mode; wherein the dialogistic response model is a linear regression model.
Optionally, the calling module is further configured to:
traversing each order in the order set to be processed, and screening out the order set needing service reservation;
and acquiring the order with the reserved state as the non-reserved order from the order set needing the reserved service.
Optionally, the calling module is further configured to:
for any reservation state in the order set needing reservation service as an unreserved order:
judging whether the current time reaches the reservation service time of the order or not according to a preset time threshold and the planned reservation time of the order;
and if so, acquiring the order from the order set needing the reserved service.
According to another aspect of the embodiments of the present invention, there is also provided an electronic device, including:
one or more processors;
a storage device for storing one or more programs,
when executed by the one or more processors, cause the one or more processors to implement the method of any of the embodiments described above.
According to another aspect of the embodiments of the present invention, there is also provided a computer readable medium, on which a computer program is stored, which when executed by a processor implements the method of any of the above embodiments.
One embodiment of the above invention has the following advantages or benefits: because the technical means of initiating a call request to a user to establish communication connection with the user, answering with the user through a speech answering model and identifying the appointment time according to the answer record of the user in the answering process is adopted, the technical problems of high appointment cost or poor user experience in the prior art are solved. The embodiment of the invention actively initiates the call request to the user, thereby establishing communication connection with the user and improving the user experience; the method and the system have the advantages that response interaction is carried out on the phone response model and the user, and in the response process, the reservation time is identified according to the response record of the user, so that the reservation cost is reduced, and the reservation accuracy is improved. If the user is not contacted temporarily, after the user sees the unanswered call record, the user is supported to actively initiate a call back, and the user experience is further improved.
Further effects of the above-mentioned non-conventional alternatives will be described below in connection with the embodiments.
Drawings
The drawings are included to provide a better understanding of the invention and are not to be construed as unduly limiting the invention. Wherein:
FIG. 1 is a schematic diagram of a main flow of a method of processing an order according to an embodiment of the invention;
FIG. 2 is a schematic view of a main flow of a method of processing an order according to a referential embodiment of the present invention;
FIG. 3 is a schematic view of a main flow of a method of processing an order according to another referential embodiment of the present invention;
FIG. 4 is a schematic view of a main flow of a method of processing an order according to still another referential embodiment of the present invention;
FIG. 5 is a schematic diagram of the main modules of an apparatus for processing orders according to an embodiment of the present invention;
FIG. 6 is an exemplary system architecture diagram in which embodiments of the present invention may be employed;
fig. 7 is a schematic block diagram of a computer system suitable for use in implementing a terminal device or server of an embodiment of the invention.
Detailed Description
Exemplary embodiments of the present invention are described below with reference to the accompanying drawings, in which various details of embodiments of the invention are included to assist understanding, and which are to be considered as merely exemplary. Accordingly, those of ordinary skill in the art will recognize that various changes and modifications of the embodiments described herein can be made without departing from the scope and spirit of the invention. Also, descriptions of well-known functions and constructions are omitted in the following description for clarity and conciseness.
Fig. 1 is a schematic diagram of a main flow of a method of processing an order according to an embodiment of the present invention. As an embodiment of the present invention, as shown in fig. 1, the method for processing an order may include:
step 101, obtaining an order with an appointment state of being not appointed, and initiating a call request to a user in the order to establish communication connection with the user.
In the embodiment of the invention, the order with the reserved state as the non-reserved order is firstly acquired, then the telephone numbers of the users in the order with the reserved state as the non-reserved order are acquired, and finally the call request is initiated to the users, so that the communication connection is established with the users.
Optionally, acquiring the order with the reserved status as an unreserved order includes: traversing each order in the order set to be processed, and screening out the order set needing service reservation; and acquiring the order with the reserved state as the non-reserved order from the order set needing the reserved service. After a user submits an order, a to-be-processed order set is generated, the to-be-processed order set comprises a plurality of orders, then each order in the to-be-processed order set is traversed, whether a commodity purchased by the order needs to be reserved for service (such as reservation installation, reservation delivery or reservation detection of after-sales orders) is judged, and therefore the order set needing to be reserved for service is screened out, and the order set needing to be reserved for service comprises a plurality of orders needing to be reserved for service.
It should be noted that if the order does not have a service reservation, the order is normally produced after being placed in the order bin according to the normal order production flow. And if the order needs to reserve the service, initiating a call request to the user in the order to establish communication connection with the user.
Optionally, acquiring an order with a reserved state being an unreserved order from the order set requiring the reserved service, including: for any reservation state in the order set needing reservation service as an unreserved order: judging whether the current time reaches the reservation service time of the order or not according to a preset time threshold and the planned reservation time of the order; and if so, acquiring the order from the order set needing the reserved service. Optionally, the preset time threshold may be one day or two days, and the like, and is set by the service characteristics, which is not limited in this embodiment of the present invention. The scheduled reservation time of the order is the reservation time selected by the user when the order is placed, and the difference obtained by subtracting the scheduled reservation time from the time threshold is used as the reservation service time. For example, the time threshold may be set as one day, the scheduled reservation time of an order is 1 month, 5 days, 14 hours and 30 minutes 2020, and the reservation service time of the order is 1 month, 4 days, 14 hours and 30 minutes 2020, and if the current time reaches the reservation service time of the order (i.e. 1 month, 4 days, 14 hours and 30 minutes 2020), the order is obtained from the order set requiring the reservation service, and a call request is made to the user in the order to establish a communication connection with the user.
Optionally, step 101 may comprise: acquiring an order with an appointment state of non-appointment, and initiating a call request to a user in the order; if the call is successful, establishing communication connection with the user; and if the call fails, saving the unaccessed record of the user into a reserved unaccessed record. Optionally, the unaccessed record may include a call number, a call time, an order identification, and the like.
Optionally, if the call fails, after recording the record of non-connection of the user, the method further includes: receiving a call request initiated by a calling user; inquiring the reservation non-connection record, and judging whether the calling subscriber is the subscriber in the order or not according to the calling number of the calling subscriber; and if so, establishing communication connection with the user. In the embodiment of the invention, after the order with the reservation state of not reserved is obtained, a calling request is sent to the user in the order, and if the calling is successful, the communication connection is established with the user; and if the call fails, storing the unaccessed record of the user into a reserved unaccessed record, and after the user sees that the missed call exists, the user can call back. After receiving a call request initiated by the user (namely, a calling user), inquiring the reserved non-connection record according to the incoming call number, and judging whether the incoming call number exists in the reserved non-connection record, thereby judging whether the user is a user who is not connected when the call request is initiated. If yes, communication connection is established with the user, and if not, the incoming call is switched to manual service.
And 102, responding to the user through the dialect response model, and identifying the reserved time according to the response record of the user in the response process.
After establishing communication connection with the user, inquiring order information according to the order, responding with the user through a conversation response model, and identifying the appointment time according to the response record of the user in the response process. In the process of communication with the user, the embodiment of the invention utilizes big data and self learning function, issues questions to the user for different reserved services and different articles in the reservation, and answers the questions issued by the user in the reservation by adopting answering.
Optionally, the dialect response model may be obtained through artificial intelligence learning, specifically, the historical orders of each item, various problems raised by the user during the reservation are classified, aggregated, processed, and the final reservation state of the orders is processed, the processed data is used as a training sample, and supervised learning is performed by using a linear regression model, so that the dialect response model is obtained, and the correctness of the dialect response model in processing various problems is improved.
The user is queried by fixed sets of dialogs for specific appointment times, such as: asking you to reserve which day to install the service! "," ask for the day of your convenience? "wait for talk".
Optionally, the method further comprises: and if the identified reserved time is empty, switching the user to manual service to confirm the reserved time with the user. Optionally, switching the user to a manual service to confirm the reserved time with the user, further comprising: taking response records confirmed through manual service as training samples, and optimizing the dialoging response model in a supervised learning mode; wherein the dialogistic response model is a linear regression model.
After the user answers the question, if the specific reservation time can be identified from the answer content of the user, the reservation time is repeated and the user is asked to confirm. If the reserved time can not be identified from the answer content of the user, the user is switched to the manual service, and the reserved time is confirmed to the user through the manual service. After the manual customer service finishes the conversation with the user, the response records are recorded, the response records are classified, aggregated and the like, and the response records are used as training samples for optimizing a conversation response model, so that the appointment time can be accurately identified conveniently when similar response records exist in the follow-up process.
Step 103, recording the reservation time of the order.
Upon accurately identifying the reserved time according to step 102, the reservation status of the order is updated to reserved and the identified reserved time or the reserved time confirmed by manual service is recorded.
According to the various embodiments, the technical means that the call request is sent to the user to establish communication connection with the user, the response is carried out on the user through the conversational response model, and the reservation time is identified according to the response record of the user in the response process are adopted, so that the technical problems of high reservation cost or poor user experience in the prior art are solved. The embodiment of the invention actively initiates the call request to the user, thereby establishing communication connection with the user and improving the user experience; the method and the system have the advantages that response interaction is carried out on the phone response model and the user, and in the response process, the reservation time is identified according to the response record of the user, so that the reservation cost is reduced, and the reservation accuracy is improved. If the user is not contacted temporarily, after the user sees the unanswered call record, the user is supported to actively initiate a call back, and the user experience is further improved.
Fig. 2 is a schematic view of a main flow of a method of processing an order according to a referential embodiment of the present invention. As still another embodiment of the present invention, the method of processing an order may include the steps of:
step 201, acquiring an order with an appointment state of being not appointed, and initiating a call request to a user in the order; if the call is successful, go to step 202, and if the call is failed, go to step 205.
Step 202, establishing communication connection with the user.
And step 203, responding to the user through the dialect response model, and identifying the reserved time according to the response record of the user in the response process.
Step 204, updating the reservation state of the order to be reserved, and recording the reservation time.
Step 205, saving the user's unaccessed record to a reserved unaccessed record.
Step 207, judging whether the calling subscriber is the subscriber in the order or not according to the calling number of the calling subscriber; if yes, go to step 202; if not, go to step 208.
And step 208, transferring the incoming call of the calling user to a manual service.
In addition, in a reference embodiment of the present invention, the detailed implementation of the method for processing an order is described in detail above, so that the repeated description is not repeated here.
Fig. 3 is a schematic view of a main flow of a method of processing an order according to another referential embodiment of the present invention. As another embodiment of the present invention, the method of processing an order may include the steps of:
step 301, acquiring an order with an appointment state of being not appointed, and initiating a call request to a user in the order; if the call is successful, go to step 302, and if the call is failed, go to step 307.
Step 302, establishing communication connection with the user.
Step 303, answering with the user through a dialect answering model, and identifying the reserved time according to the answering record of the user in the answering process; if the reserved time is identified, executing step 305; if the reserved time is not identified, step 304 is performed.
Step 304, the user is switched to manual service to confirm the reserved time with the user.
Step 305, updating the reservation state of the order to be reserved, and recording the reservation time.
And step 306, taking the response records confirmed by the manual service as training samples, and optimizing the dialoging response model in a supervised learning mode.
Step 307, saving the user's unaccessed record to a reserved unaccessed record.
In addition, in another embodiment of the present invention, the order processing method is described in detail in the above-mentioned order processing method, and therefore the repeated description is not repeated here.
FIG. 4 is a diagram illustrating a main flow of a method of processing an order according to still another exemplary embodiment of the present invention. As still another embodiment of the present invention, the method of processing an order may include the steps of:
after the user places an order in the mall system and submits the order, the mall system determines whether the item in the order needs a service reservation, such as: appointment installation, appointment delivery, appointment detection of after-market orders, and the like. If the order does not need to be reserved for service, the order is produced according to a normal order production flow. If the order requires a reservation service, the order is pushed to the reservation system.
The reservation system reserves the user one or two days (the specific time is set by the business characteristics) before the scheduled reservation time according to the scheduled reservation time selected by the user when placing the order. Before the service reservation time is not reached, the system does not trigger the reservation flow, and the system sleeps for a period and then judges whether the current time reaches the service reservation time. If the current time reaches the reserved service time, the reservation system informs the AI system to prepare for reservation.
The AI system receives the notice to be reserved and calls the user, and if the user is not connected, the AI system stores the unconnected record of the user into the reserved unconnected record; if the user is connected, the AI system communicates with the user to confirm the appointment. In the process of communicating with the user, the AI system sends questions to the user for different reserved services and different articles in the reservation by utilizing big data and the learning function of the AI system, and answers the questions sent by the user in the reservation by adopting answering dialogues. During AI learning, the historical orders of all articles and various problems brought forward by the user during reservation are classified, aggregated, processed and the final reservation state of the orders is processed, the processed data is used as a training sample, and supervised learning is performed by utilizing a linear regression model, so that a dialect response model is obtained, and the correctness of the dialect response model for processing various problems is improved. The AI system responds to the user through the conversational response model, and identifies the reserved time according to the response record of the user in the response process. And after the AI system successfully reserves, the AI system informs the reservation system of the reserved time, the reservation system updates the reservation state of the order to be reserved and records the reserved time, and the flow initiated by the AI system and reserved by the user is ended.
When the AI system actively places a call to the user, the user may not be answering. And when the user sees that the missed call exists, the user is supported to call back to the AI system. After finding a missed call, a user clicks to dial, the AI system answers corresponding call information and inquires a local reserved unacknowledged record according to the call information, whether the call is a call which is actively dialed by the AI and is not answered by the user is judged, and if not, the call is switched to manual service; if the call is the call made by the user who is not connected previously, the order information of the user is inquired according to the information record of reservation and disconnection, and the reservation of the AI system and the user is completed according to the order information (the reserved dialect and the communication content are the reservation initiated to the AI actively). After the reservation is finished, the AI system informs the reservation system of the reservation time, the reservation state of the order is updated to be reserved, the reservation time is recorded, and the flow initiated by the user and reserved with the AI system is ended.
In addition, in another embodiment of the present invention, the order processing method is described in detail in the above-mentioned order processing method, and therefore the repeated description is not repeated here.
Fig. 5 is a schematic diagram of main blocks of an apparatus for processing an order according to an embodiment of the present invention, and as shown in fig. 5, the apparatus 500 for processing an order includes a calling module 501, a reservation module 502, and a recording module 503. The calling module 501 is configured to acquire an order with an unreserved reservation state, and initiate a call request to a user in the order to establish a communication connection with the user; the reservation module 502 is configured to respond to the user through a conversational response model, and identify a reservation time according to a response record of the user in a response process; the recording module 503 is configured to record the reserved time of the order.
Optionally, the calling module 501 is further configured to:
acquiring an order with an appointment state of non-appointment, and initiating a call request to a user in the order;
if the call is successful, establishing communication connection with the user;
and if the call fails, saving the unaccessed record of the user into a reserved unaccessed record.
Optionally, the calling module 501 is further configured to:
if the call fails, receiving a call request initiated by a calling user after recording the unaccessed record of the user;
inquiring the reservation non-connection record, and judging whether the calling subscriber is the subscriber in the order or not according to the calling number of the calling subscriber;
and if so, establishing communication connection with the user.
Optionally, the reservation module 502 is further configured to:
and if the identified reserved time is empty, switching the user to manual service to confirm the reserved time with the user.
Optionally, the reservation module 502 is further configured to:
switching the user to manual service, and after the user confirms the appointment time, taking a response record confirmed by the manual service as a training sample, and optimizing the dialect response model in a supervised learning mode; wherein the dialogistic response model is a linear regression model.
Optionally, the calling module 501 is further configured to:
traversing each order in the order set to be processed, and screening out the order set needing service reservation;
and acquiring the order with the reserved state as the non-reserved order from the order set needing the reserved service.
Optionally, the calling module 501 is further configured to:
for any reservation state in the order set needing reservation service as an unreserved order:
judging whether the current time reaches the reservation service time of the order or not according to a preset time threshold and the planned reservation time of the order;
and if so, acquiring the order from the order set needing the reserved service.
According to the various embodiments, the technical means that the call request is sent to the user to establish communication connection with the user, the response is carried out on the user through the conversational response model, and the reservation time is identified according to the response record of the user in the response process are adopted, so that the technical problems of high reservation cost or poor user experience in the prior art are solved. The embodiment of the invention actively initiates the call request to the user, thereby establishing communication connection with the user and improving the user experience; the method and the system have the advantages that response interaction is carried out on the phone response model and the user, and in the response process, the reservation time is identified according to the response record of the user, so that the reservation cost is reduced, and the reservation accuracy is improved. If the user is not contacted temporarily, after the user sees the unanswered call record, the user is supported to actively initiate a call back, and the user experience is further improved.
It should be noted that, in the implementation of the apparatus for processing an order according to the present invention, the above method for processing an order has been described in detail, and therefore, the repeated content is not described again.
Fig. 6 illustrates an exemplary system architecture 600 of a method of processing an order or an apparatus for processing an order to which embodiments of the present invention may be applied.
As shown in fig. 6, the system architecture 600 may include terminal devices 601, 602, 603, a network 604, and a server 605. The network 604 serves to provide a medium for communication links between the terminal devices 601, 602, 603 and the server 605. Network 604 may include various types of connections, such as wire, wireless communication links, or fiber optic cables, to name a few.
A user may use the terminal devices 601, 602, 603 to interact with the server 605 via the network 604 to receive or send messages or the like. The terminal devices 601, 602, 603 may have installed thereon various communication client applications, such as shopping applications, web browser applications, search applications, instant messaging tools, mailbox clients, social platform software, etc. (by way of example only).
The terminal devices 601, 602, 603 may be various electronic devices having a display screen and supporting web browsing, including but not limited to smart phones, tablet computers, laptop portable computers, desktop computers, and the like.
The server 605 may be a server providing various services, such as a background management server (for example only) providing support for shopping websites browsed by users using the terminal devices 601, 602, 603. The background management server may analyze and otherwise process the received data such as the item information query request, and feed back a processing result (for example, target push information, item information — just an example) to the terminal device.
It should be noted that the method for processing an order provided by the embodiment of the present invention is generally executed by the server 605, and accordingly, the apparatus for processing an order is generally disposed in the server 605. The method for processing the order provided by the embodiment of the present invention may also be executed by the terminal devices 601, 602, and 603, and accordingly, the apparatus for processing the order may be disposed in the terminal devices 601, 602, and 603.
It should be understood that the number of terminal devices, networks, and servers in fig. 6 is merely illustrative. There may be any number of terminal devices, networks, and servers, as desired for implementation.
Referring now to FIG. 7, shown is a block diagram of a computer system 700 suitable for use with a terminal device implementing an embodiment of the present invention. The terminal device shown in fig. 7 is only an example, and should not bring any limitation to the functions and the scope of use of the embodiments of the present invention.
As shown in fig. 7, the computer system 700 includes a Central Processing Unit (CPU)701, which can perform various appropriate actions and processes in accordance with a program stored in a Read Only Memory (ROM)702 or a program loaded from a storage section 708 into a Random Access Memory (RAM) 703. In the RAM703, various programs and data necessary for the operation of the system 700 are also stored. The CPU 701, the ROM 702, and the RAM703 are connected to each other via a bus 704. An input/output (I/O) interface 705 is also connected to bus 704.
The following components are connected to the I/O interface 705: an input portion 706 including a keyboard, a mouse, and the like; an output section 707 including a display such as a Cathode Ray Tube (CRT), a Liquid Crystal Display (LCD), and the like, and a speaker; a storage section 708 including a hard disk and the like; and a communication section 709 including a network interface card such as a LAN card, a modem, or the like. The communication section 709 performs communication processing via a network such as the internet. A drive 710 is also connected to the I/O interface 705 as needed. A removable medium 711 such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, or the like is mounted on the drive 710 as necessary, so that a computer program read out therefrom is mounted into the storage section 708 as necessary.
In particular, according to the embodiments of the present disclosure, the processes described above with reference to the flowcharts may be implemented as computer software programs. For example, embodiments of the present disclosure include a computer program comprising a computer program embodied on a computer readable medium, the computer program comprising program code for performing the method illustrated in the flow chart. In such an embodiment, the computer program can be downloaded and installed from a network through the communication section 709, and/or installed from the removable medium 711. The computer program performs the above-described functions defined in the system of the present invention when executed by the Central Processing Unit (CPU) 701.
It should be noted that the computer readable medium shown in the present invention can be a computer readable signal medium or a computer readable storage medium or any combination of the two. A computer readable storage medium may be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the foregoing. More specific examples of the computer readable storage medium may include, but are not limited to: an electrical connection having one or more wires, a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing. In the present invention, a computer readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device. In the present invention, however, a computer readable signal medium may include a propagated data signal with computer readable program code embodied therein, for example, in baseband or as part of a carrier wave. Such a propagated data signal may take many forms, including, but not limited to, electro-magnetic, optical, or any suitable combination thereof. A computer readable signal medium may also be any computer readable medium that is not a computer readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device. Program code embodied on a computer readable medium may be transmitted using any appropriate medium, including but not limited to: wireless, wire, fiber optic cable, RF, etc., or any suitable combination of the foregoing.
The flowchart and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods and computer programs according to various embodiments of the present invention. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of code, which comprises one or more executable instructions for implementing the specified logical function(s). It should also be noted that, in some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. It will also be noted that each block of the block diagrams or flowchart illustration, and combinations of blocks in the block diagrams or flowchart illustration, can be implemented by special purpose hardware-based systems which perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.
The modules described in the embodiments of the present invention may be implemented by software or hardware. The described modules may also be provided in a processor, which may be described as: a processor includes a calling module, a reservation module, and a recording module, where the names of the modules do not in some cases constitute a limitation on the module itself.
As another aspect, the present invention also provides a computer-readable medium that may be contained in the apparatus described in the above embodiments; or may be separate and not incorporated into the device. The computer readable medium carries one or more programs which, when executed by a device, cause the device to comprise: acquiring an order with an appointment state of non-appointment, and initiating a call request to a user in the order to establish communication connection with the user; answering with the user through a call answering model, and identifying the appointment time according to the answering record of the user in the answering process; recording the appointment time of the order.
According to the technical scheme of the embodiment of the invention, because the technical means of initiating the call request to the user to establish communication connection with the user, responding with the user through the dialect response model and identifying the reservation time according to the response record of the user in the response process is adopted, the technical means that the reservation cost is high or the user experience is poor in the prior art is solved, and the technical problems that the reservation cost is high or the user experience is poor in the prior art are solved. The embodiment of the invention actively initiates the call request to the user, thereby establishing communication connection with the user and improving the user experience; the method and the system have the advantages that response interaction is carried out on the phone response model and the user, and in the response process, the reservation time is identified according to the response record of the user, so that the reservation cost is reduced, and the reservation accuracy is improved. If the user is not contacted temporarily, after the user sees the unanswered call record, the user is supported to actively initiate a call back, and the user experience is further improved.
The above-described embodiments should not be construed as limiting the scope of the invention. Those skilled in the art will appreciate that various modifications, combinations, sub-combinations, and substitutions can occur, depending on design requirements and other factors. Any modification, equivalent replacement, and improvement made within the spirit and principle of the present invention should be included in the protection scope of the present invention.
Claims (10)
1. A method of processing an order, comprising:
acquiring an order with an appointment state of non-appointment, and initiating a call request to a user in the order to establish communication connection with the user;
answering with the user through a call answering model, and identifying the appointment time according to the answering record of the user in the answering process;
recording the appointment time of the order.
2. The method of claim 1, wherein obtaining an order with an unsubscribed subscription status, and initiating a call request to a user in the order to establish a communication connection with the user comprises:
acquiring an order with an appointment state of non-appointment, and initiating a call request to a user in the order;
if the call is successful, establishing communication connection with the user;
and if the call fails, saving the unaccessed record of the user into a reserved unaccessed record.
3. The method of claim 2, wherein if the call fails, after recording the user's unaccessed record, further comprising:
receiving a call request initiated by a calling user;
inquiring the reservation non-connection record, and judging whether the calling subscriber is the subscriber in the order or not according to the calling number of the calling subscriber;
and if so, establishing communication connection with the user.
4. The method of claim 1, further comprising:
and if the identified reserved time is empty, switching the user to manual service to confirm the reserved time with the user.
5. The method of claim 4, wherein switching the user to a manual service to confirm the appointment time with the user further comprises:
taking response records confirmed through manual service as training samples, and optimizing the dialoging response model in a supervised learning mode; wherein the dialogistic response model is a linear regression model.
6. The method of claim 1, wherein obtaining an order with a reservation status of not reserved comprises:
traversing each order in the order set to be processed, and screening out the order set needing service reservation;
and acquiring the order with the reserved state as the non-reserved order from the order set needing the reserved service.
7. The method of claim 6, wherein obtaining an order with a reserved status as not reserved from the set of orders requiring reserved services comprises:
for any reservation state in the order set needing reservation service as an unreserved order:
judging whether the current time reaches the reservation service time of the order or not according to a preset time threshold and the planned reservation time of the order;
and if so, acquiring the order from the order set needing the reserved service.
8. An apparatus for processing an order, comprising:
the calling module is used for acquiring an order with an unreserved reservation state and initiating a calling request to a user in the order so as to establish communication connection with the user;
the reservation module is used for responding to the user through a conversational response model and identifying reservation time according to the response record of the user in the response process;
and the recording module is used for recording the reservation time of the order.
9. An electronic device, comprising:
one or more processors;
a storage device for storing one or more programs,
when executed by the one or more processors, cause the one or more processors to implement the method of any one of claims 1-7.
10. A computer-readable medium, on which a computer program is stored, which, when being executed by a processor, carries out the method according to any one of claims 1-7.
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