CN113660380A - Information processing method and device - Google Patents

Information processing method and device Download PDF

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CN113660380A
CN113660380A CN202110936379.7A CN202110936379A CN113660380A CN 113660380 A CN113660380 A CN 113660380A CN 202110936379 A CN202110936379 A CN 202110936379A CN 113660380 A CN113660380 A CN 113660380A
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information
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李洋
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Xi'an Jingxundi Supply Chain Technology Co ltd
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Xi'an Jingxundi Supply Chain Technology Co ltd
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    • H—ELECTRICITY
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    • 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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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/20—Information retrieval; Database structures therefor; File system structures therefor of structured data, e.g. relational data
    • G06F16/24—Querying
    • G06F16/245—Query processing
    • G06F16/2458—Special types of queries, e.g. statistical queries, fuzzy queries or distributed queries
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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
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales
    • 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
    • G06Q50/00—Information and communication technology [ICT] specially adapted for implementation of business processes of specific business sectors, e.g. utilities or tourism
    • G06Q50/10—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
    • H04L51/04—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
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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
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04W—WIRELESS COMMUNICATION NETWORKS
    • H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
    • H04W4/12—Messaging; Mailboxes; Announcements
    • H04W4/14—Short messaging services, e.g. short message services [SMS] or unstructured supplementary service data [USSD]

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Abstract

The application discloses an information processing method and device, which relate to the technical field of computers, and one specific implementation mode comprises the steps of receiving an information processing request, obtaining an event identifier in the information processing request, and further determining corresponding event clue information; determining a clue type according to the event clue information; determining the number of repeated consultation based on the clue type and the event clue information; and generating a corresponding reminding message according to the repeated consultation times, matching the corresponding alarm processing mode, and sending the reminding message to the customer service terminal based on the alarm processing mode so that the customer service terminal processes the information processing request according to the reminding message. Therefore, the problem that the user can not be consulted for many times can be timely and effectively solved, the customer service seat can be effectively helped to judge whether the problem consulted by the user needs to be upgraded or not, and the corresponding alarm processing mode is matched, so that the solving speed of the problem consulted by the user is increased, and the user experience is improved.

Description

Information processing method and device
Technical Field
The present application relates to the field of computer technologies, and in particular, to an information processing method and apparatus.
Background
When a user repeatedly enters a line, the existing customer service system cannot arouse customer service attention, so that the problem of repeated consultation of the user cannot be solved timely and effectively, and the user experience is poor.
In the process of implementing the present application, the inventor finds that at least the following problems exist in the prior art:
when a user repeatedly enters the line for many times, the customer service can not be paid attention, the problem that the user needs to consult for many times can not be solved timely and effectively, and the user experience is not good.
Disclosure of Invention
In view of this, the embodiment of the application provides an information processing method and an information processing device, which can solve the problems that when a user repeatedly enters a line, customer service attention cannot be aroused, multiple consultation of the user cannot be timely and effectively solved, and user experience is poor in the prior art.
To achieve the above object, according to an aspect of an embodiment of the present application, there is provided an information processing method including:
receiving an information processing request, acquiring an event identifier in the information processing request, and further determining corresponding event clue information;
determining a clue type according to the event clue information;
determining the number of repeated consultation based on the clue type and the event clue information;
and generating a corresponding reminding message according to the repeated consultation times, matching the corresponding alarm processing mode, and sending the reminding message to the customer service terminal based on the alarm processing mode so that the customer service terminal processes the information processing request according to the reminding message.
Optionally, determining the thread type according to the event thread information includes:
determining event positioning information in event clue information;
and determining the type of the clue according to the event positioning information.
Optionally, determining the number of repeated consultations based on the cue type and the event cue information includes:
determining event source information in event clue information;
determining the number of the customer service message-leaving persons corresponding to the event identification according to the event positioning information and the event source information;
and matching the number of the customer service message leaving persons corresponding to each event source in the event source information to further obtain the number of repeated consultation times corresponding to each event source.
Optionally, the method further comprises:
inquiring and updating the number of the customer service messages in real time; and
and updating the event clue information corresponding to the information processing request in real time.
Optionally, matching the corresponding alarm processing mode includes:
determining the total number of repeated consultation according to the number of repeated consultation times corresponding to each event source;
and in response to determining that the total number of repeated consultation is greater than a first preset value, sending a notification to the first service node and starting popup box display.
Optionally, matching the corresponding alarm processing mode further includes:
and responding to the fact that the total number of repeated consultation times is larger than a second preset value, sending a notice to the first service node and the second service node, starting popup window display, and sending the notice to the second service node through real-time communication software.
Optionally, matching the corresponding alarm processing mode further includes:
and responding to the fact that the total number of repeated consultation times is larger than a third preset value, sending a notice to the first service node and the second service node, starting popup window display, sending the notice to the second service node through real-time communication software, and sending a short message notice.
Optionally, before sending the reminding message to the customer service end based on the alarm processing mode, the information processing method further includes:
generating an asynchronous task according to the reminding message and the corresponding alarm processing mode;
configuring execution time for the asynchronous task, further storing the asynchronous task into an asynchronous task table, and polling each asynchronous task in the asynchronous task table;
and in response to determining that the current time reaches the execution time corresponding to any asynchronous task in the asynchronous task table, executing the asynchronous task reaching the execution time.
In addition, the present application also provides an information processing apparatus including:
the receiving unit is configured to receive the information processing request, acquire the event identifier in the information processing request and further determine corresponding event clue information;
a thread type determining unit configured to determine a thread type according to the event thread information;
a repeated consultation number determination unit configured to determine a repeated consultation number based on the cue type and the event cue information;
and the reminding unit is configured to generate a corresponding reminding message according to the repeated consultation times, match the corresponding alarm processing mode and further send the reminding message to the customer service side based on the alarm processing mode so that the customer service side processes the information processing request according to the reminding message.
Optionally, the thread type determining unit is further configured to:
determining event positioning information in event clue information;
and determining the type of the clue according to the event positioning information.
Optionally, the repeated consultation number determining unit is further configured to:
determining event source information in event clue information;
determining the number of the customer service message-leaving persons corresponding to the event identification according to the event positioning information and the event source information;
and matching the number of the customer service message leaving persons corresponding to each event source in the event source information to further obtain the number of repeated consultation times corresponding to each event source.
Optionally, the information processing apparatus further includes an updating unit configured to:
inquiring and updating the number of the customer service messages in real time; and
and updating the event clue information corresponding to the information processing request in real time.
Optionally, the reminder unit is further configured to:
determining the total number of repeated consultation according to the number of repeated consultation times corresponding to each event source;
and in response to determining that the total number of repeated consultation is greater than a first preset value, sending a notification to the first service node and starting popup box display.
Optionally, the reminder unit is further configured to:
and responding to the fact that the total number of repeated consultation times is larger than a second preset value, sending a notice to the first service node and the second service node, starting popup window display, and sending the notice to the second service node through real-time communication software.
Optionally, the reminder unit is further configured to:
and responding to the fact that the total number of repeated consultation times is larger than a third preset value, sending a notice to the first service node and the second service node, starting popup window display, sending the notice to the second service node through real-time communication software, and sending a short message notice.
Optionally, the reminder unit is further configured to:
generating an asynchronous task according to the reminding message and the corresponding alarm processing mode;
configuring execution time for the asynchronous task, further storing the asynchronous task into an asynchronous task table, and polling each asynchronous task in the asynchronous task table;
and in response to determining that the current time reaches the execution time corresponding to any asynchronous task in the asynchronous task table, executing the asynchronous task reaching the execution time.
In addition, the present application also provides an information processing electronic device including: one or more processors; a storage device for storing one or more programs which, when executed by one or more processors, cause the one or more processors to implement the information processing method as described above.
In addition, the present application also provides a computer readable medium, on which a computer program is stored, which when executed by a processor implements the information processing method as described above.
One embodiment of the above invention has the following advantages or benefits: the method comprises the steps of receiving an information processing request, obtaining an event identifier in the information processing request, and further determining corresponding event clue information; determining a clue type according to the event clue information; determining the number of repeated consultation based on the clue type and the event clue information; and generating a corresponding reminding message according to the repeated consultation times, matching the corresponding alarm processing mode, and sending the reminding message to the customer service terminal based on the alarm processing mode so that the customer service terminal processes the information processing request according to the reminding message. Therefore, the problem that the user is not solved by repeated consultation can be timely and effectively solved, the customer service seat can be effectively helped to judge whether the problem of the user consultation needs to be upgraded or not, and the corresponding alarm processing mode is matched, so that the solving speed of the user consultation problem is increased.
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 further understanding of the application and are not to be construed as limiting the application. Wherein:
fig. 1 is a schematic diagram of a main flow of an information processing method according to a first embodiment of the present application;
fig. 2 is a schematic diagram of a main flow of an information processing method according to a second embodiment of the present application;
fig. 3 is a schematic view of an application scenario of an information processing method according to a third embodiment of the present application;
fig. 4 is a schematic diagram of main units of an information processing apparatus according to an embodiment of the present application;
FIG. 5 is an exemplary system architecture diagram to which embodiments of the present application may be applied;
fig. 6 is a schematic structural diagram of a computer system suitable for implementing the terminal device or the server according to the embodiment of the present application.
Detailed Description
The following description of the exemplary embodiments of the present application, taken in conjunction with the accompanying drawings, includes various details of the embodiments of the application for the understanding of the same, which are to be considered exemplary only. 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 present application. 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 an information processing method according to a first embodiment of the present application, and as shown in fig. 1, the information processing method includes:
step S101, receiving an information processing request, acquiring an event identifier in the information processing request, and further determining corresponding event clue information.
In this embodiment, an execution subject (for example, a server) of the information processing method may receive the information processing request by wired connection or wireless connection. Specifically, the information processing request may be user 1, who calls the customer service through phone 177528 at 26 days 4, and requests to query the logistics information of the waybill number JD 111111111. The event identifier may be an order number, an invoice number, a pay account number, a mobile phone number, a store ID, and the like included in the information processing request. The event cue information may be the main cue and source corresponding to the information processing request. The main line may be the main basis on which the user consults, for example, a telephone or a radio number, an order number. For example, the user communicates with the customer service system through a telephone, and inquires about the logistics information of the waybill number JD111111111, and the waybill number is the main clue. The source may be a way of communicating between the user and the customer service system, such as by telephone or other instant messaging software. The execution body may obtain the event identifier in the information processing request after receiving the information processing request, so as to determine a main line cable in the time line cable information, for example, the manifest number JD 111111111. The execution agent may also extract source information from the information processing request, such as phone 177528. The event cue information may include a main cue and an information source, among others. Furthermore, the execution subject can determine the corresponding event cue information according to the determined main cue and the information source. And the main clue comprises a fixed phone number, a mobile phone number, an account number of the instant messaging software and the like. The information source may be, for example, an information processing request initiated by a telephone dialing, a mobile phone dialing, an instant messaging software, a short message, a mail, etc.
Step S102, determining the thread type according to the event thread information.
In this embodiment, the thread types may include a phone main thread, a phone plus other main threads, and only other main threads. The other main threads may include an instant messaging software main thread, a short message main thread, a mail sending main thread, and the like. After determining the event cue information, the executing agent may determine a main cue contained in the consultation event of the user from the event cue information, and determine a cue type based on the determined main cue. The main thread may be, for example, an order number mentioned in the user's phone or a phone number of the user, and the specific content of the main thread is not limited in the present application. For example, when the main thread is a phone number, the thread type is the phone main thread. When the main clue is the account of the instant messaging software, the type of the clue is only other main clues.
Step S103, based on the thread type and the event thread information, the number of repeated consultation is determined.
After determining the thread type, the execution main body can respectively inquire and judge the repeated incoming line times of the user based on the thread type and the event thread information, and further determine the repeated consultation times of the user for the same problem. And the repeated incoming line times of the users are judged according to the number of the persons leaving the message seats of the event. Illustratively, the user 1 sends a call to the customer service 1 with the order number 1, and the problem is solved; the user 1 sends a bill number 1 to consult the customer service 2, and the problem is solved; then, in the case that the waybill number is used as the clue value of the clue type and the phone is used as the source in the event clue information, the number of incoming lines of the user 1 is 2, that is, the determined number of repeated consultations is 2. The execution main body can respectively arrange and combine the main clues in the clue type and the event clue information and the sources in the event clue information, and then determine the repeated consultation times corresponding to the obtained arrangement combinations and the sum of the repeated consultation times corresponding to the arrangement combinations. That is, the number of repeated consultation determined in this embodiment may include the sum of the obtained number of repeated consultation corresponding to each permutation and combination and the obtained number of repeated consultation corresponding to each permutation and combination, i.e., the total number of repeated consultation.
And step S104, generating a corresponding reminding message according to the repeated consultation times, matching the corresponding alarm processing mode, and further sending the reminding message to the customer service terminal based on the alarm processing mode so that the customer service terminal processes the information processing request according to the reminding message.
For example, after obtaining the number of repeated consultations, the execution subject may generate a corresponding reminding message according to the number of repeated consultations, where the reminding message includes: "the main clue of the current event is the number of the waybill, the source is the telephone and the instant communication software, the user can repeat the consultation times in a short period: 14, wherein the source is the telephone number 13 times, the source is the instant messaging software number 1 time, please solve the user problem once, the quality control will focus on the inspection of the event, and if the problem is still not solved within 24 hours, please upgrade the two-line processing ".
In some optional implementation manners of this embodiment, matching a corresponding alarm processing manner includes: determining the total number of repeated consultation according to the number of repeated consultation times corresponding to each event source;
and in response to determining that the total number of repeated consultation is greater than a first preset value, sending a notification to the first service node and starting popup box display. Specifically, a mail notification or a short message notification may be sent to the first service node and a pop-up display of the instant messaging software may be started.
In some optional implementation manners of this embodiment, matching a corresponding alarm processing manner further includes: and in response to the fact that the total number of repeated consultation is larger than a second preset value, sending a notice (specifically, the notice can be a mail notice or a short message notice, and the specific form of the notice is not limited in the application) to the first service node and the second service node, starting popup window display, and sending the notice to the second service node through real-time communication software.
In some optional implementation manners of this embodiment, matching a corresponding alarm processing manner further includes: and in response to the determination that the total number of repeated consultation is greater than a third preset value, sending a notification (specifically, the notification may be a mail notification or a short message notification, and the specific form of the notification is not limited in the present application) to the first service node and the second service node, starting popup display, sending the notification to the second service node through real-time communication software, and sending the short message notification. Sending the short message notification herein refers to sending the short message notification to a terminal corresponding to the user sending the information processing request, for example, sending the short message notification to a terminal such as a mobile phone of the user, so as to sooth the user. The content of the short message notification can be words for soothing the emotion of the user, such as "respect user, who has arranged the specially-assigned person to deal with the problem of your consultation, please patience to wait, and please keep the phone clear", etc. The content of the short message notification is not the reminding message.
In some of the foregoing optional implementations of this embodiment, the third preset value is greater than the second preset value and is greater than the first preset value. The first service node may be a node to which the current customer service corresponds. The second service node may be a node to which the current customer service leader corresponds. The content of the pop-up display may be a reminder message. The real-time communication software can be, for example, instant messaging software, WeChat and the like. The content of the short message notification may be the above-mentioned reminding message. The executive body can send a short message notice to the consulting user to indicate that the consulting problem of the user is processed by a specially-assigned person, and the executive body asks the specially-assigned person to contact and keeps the telephone smooth.
For example, the executive may match the corresponding alert handling mode for the number of repeated consultations 14 within the user's short term. For example, according to preset rules: if the repeated consultation times are more than 3 and less than 4, notifying the current user by an email or a short message, and reminding the current customer service through an instant messaging software popup box; if the repeated consultation times are more than 4 and less than 5, notifying the current user by a mail or a short message, reminding the current customer service through an instant messaging software pop frame, notifying the current customer service leader by the mail or the short message, and reminding the current customer service leader through the instant messaging software pop frame; if the repeated consultation times are more than 5, the current customer service is notified by the mail or the short message, the current customer service is reminded through the instant messaging software pop box, the current customer service leader is notified by the mail or the short message, the current customer service leader is reminded through the instant messaging software pop box, the consultation user is further replied through the short message, a special person is tracked and processed in the consultation event, and the special person is contacted with the user later to please keep the telephone smooth.
In some optional implementation manners of this embodiment, after the customer service end processes the information processing request according to the reminding message, the information processing method further includes:
the number of the customer service message-leaving persons aiming at the same source (or the same main clue) in the preset time is inquired and updated in real time, so that the consultation problem provided by the user can be processed more quickly and effectively, and the user experience is improved. Illustratively, the user 1 sends a call to the customer service 1 with the order number 1, and the problem is solved; the user 1 sends a bill number 1 to consult the customer service 2, and the problem is solved; under the condition that the waybill number is used as a clue value, the number of incoming lines of the user 1 is 2, namely the number of the customer service messages in the same source (or the same main clue) in the preset time is 2.
In some optional implementation manners of this embodiment, after the user side processes the information processing request according to the reminding message, the information processing method further includes: and updating the event clue information corresponding to the information processing request in real time.
For example, the execution subject may update the main clue (or source) in the event clue information corresponding to the information processing request in real time, so as to accurately determine the number of repeated consultation, further accurately process the consultation problem of the user, and improve the user experience. For example, user 1, on day 4.26, calls customer service through phone 177528 for the first time, modifies and updates the main cable to freight note number JD111111111, consults the information of freight note number JD111111111, and then repeats incoming line counting for 0, and has counting data on day after day; user 1, at day 4.27, calls customer service a second time via phone 177528, modifies and updates the main cable to the note number JD111111111, consults the note number JD111111111, and repeats the incoming line number 1, phone 1, instant messenger 0. Incoming on the same day, and having statistical data every other day; user 1, on day 4.28, calls customer service through phone 177528 a third time, modifies and updates the main cable to freight note number JD111111111, consults the information of freight note number JD111111111, and repeats incoming line number 2, phone 2, instant messenger 0; user 1, on day 4.29, calls customer service through instant messaging software for the third time, modifies and updates the main cable into the information of the freight note number JD111111111 and consults the information of the freight note number JD111111111, and the number of repeated incoming lines is 3, wherein, telephone 2 and instant messaging software 1 are used.
The embodiment obtains the event identifier in the information processing request by receiving the information processing request, and further determines the corresponding event clue information; determining a clue type according to the event clue information; determining the number of repeated consultation based on the clue type and the event clue information; and generating a corresponding reminding message according to the repeated consultation times, matching the corresponding alarm processing mode, and sending the reminding message to the customer service terminal based on the alarm processing mode so that the customer service terminal processes the information processing request according to the reminding message. Therefore, the problem that the user is not solved by repeated consultation can be timely and effectively solved, the customer service seat can be effectively helped to judge whether the problem of the user consultation needs to be upgraded or not, and the corresponding alarm processing mode is matched, so that the solving speed of the user consultation problem is increased. By matching the corresponding alarm processing mode according to the repeated consultation times of the user, the consultation problem of the high-frequency incoming line user can be solved quickly, the user processing flow is optimized, and the user experience is improved.
Fig. 2 is a schematic main flow diagram of an information processing method according to a second embodiment of the present application, and as shown in fig. 2, the information processing method includes:
step S201, receiving the information processing request, acquiring the event identifier in the information processing request, and further determining corresponding event cue information.
Step S202, determining the thread type according to the event thread information.
The principle of steps S201 to S202 is similar to that of steps S101 to S102, and is not described here again.
Specifically, step S202 can also be realized by step S2021 to step S2022:
in step S2021, the event locating information in the event cue information is determined.
After determining the event cue information, the executing entity may determine event location information in the event cue information. Specifically, the event location information may be information based on which the user makes a phone call or communicates with the customer service system through other real-time communication software, and the transaction order to be queried by the user may be determined based on the event location information. The event location information may be, for example, a ticket number, an order number, a store ID, an account number, or the like. That is, the execution main body makes a query of the user consultation question based on the event location information. The event clue information contains event positioning information and sources.
Step S2022, determine the thread type according to the event positioning information.
The event locating information may include one cue or multiple cues. When the event locating information includes a plurality of clues, the event locating information may be a combination of a telephone line and other clues, specifically, other clues such as an order number, an invoice number, an instant messenger account number, a store unique identifier, a major invoice number, and the like. When the event location information includes one clue, it may be only the phone clue, or only any one of the other clues. The execution agent may determine the thread type based on the main thread contained in the event location information. The thread types may include three thread types, namely, only telephone thread, telephone thread + other thread, and only other thread. When the main thread included in the event location information includes only a mobile phone number, the thread type is a telephone thread. When the main thread included in the event positioning information only comprises the mobile phone number and the account of the instant messaging software, the thread type is the phone thread and other threads. When the main thread included in the event positioning information only includes the account of the instant messaging software, the thread type is only other threads. The execution main body can respectively inquire and judge the repeated incoming line times of the user based on the determined clue type and give corresponding reminding. The number of the incoming repeated lines is judged according to the number of the people leaving the message seats of the event, and is not described in detail herein.
Of course, the execution agent may also jointly determine the thread type from the main thread and the thread origin. The main clue may be, for example, a keyword, or a key sentence in the event clue information. For example, when the thread source is telephone and the main thread has only telephone number, the thread type is telephone source + main thread. When the thread source is a telephone and the main thread comprises a telephone number + an instant messaging software account, the thread type is the telephone source + a main thread of the telephone + other main threads. When the thread source is telephone and the main thread only has instant messaging software account, the thread type is telephone source + other main threads. Similarly, when the thread source is the instant messenger and the main thread only has the telephone number, the thread type is the instant messenger source + the telephone main thread. When the thread source is instant messaging software and the main thread comprises a telephone number and an instant messaging software account, the thread type is the instant messaging software source, the main thread of the telephone and other main threads. When the thread source is instant messaging software and the main thread only has an instant messaging software account, the thread type is instant messaging software source + other main threads. The execution subject may acquire the number of repeated consultation corresponding to the thread type according to the determined thread type.
According to the method and the device, the event positioning information in the event clue information is determined, so that the clue type is determined, the repeated consultation times of the user corresponding to the clue type can be accurately determined, the problem that the user conducts repeated consultation for many times is rapidly and effectively solved, and the user experience is improved.
Step S203, based on the thread type and the event thread information, the number of repeated consultation is determined.
The principle of step S203 is similar to that of step S103, and is not described here.
Specifically, step S203 can also be realized by step S2031 to step S2033:
step S2031, determining event source information in the event hint information.
The event source information may be a telephone source or an instant messaging software source.
And step S2032, determining the number of the customer service message leaving persons corresponding to the event identifier according to the event positioning information and the event source information.
The execution main body can combine the event positioning information and the event source information to determine the number of times of repeated consultation of the user under the combination, namely the number of people leaving a message by customer service (the number of people leaving a message by customer service may be the same as or different from the number of people leaving a message by customer service every time of consultation of the user, which is not specifically limited in the present application). The executive main body can judge the number of the customer service message persons by setting a time interval threshold value for user consultation. Incoming line on the same day, there is statistical data every other day. For example, day 26, 4 months, user 1 waybill number 1 (i.e., event location information, also corresponding to event identification) phone (i.e., event source information) consults customer service 1; after half an hour, the problem that the user 1 has no telephone consultation with the customer service 1 through the waybill number 1 is solved, and the number of the messages left by the user 1 aiming at the customer service of the waybill number 1 is 1. And 4, 27 months, the problem that the user 1 has the waybill number 1 to consult the customer service 1 is not solved, and the number of the messages left by the user 1 aiming at the customer service of the waybill number 1 is 2.
Step S2033, matching the customer service message leaving number corresponding to each event source in the event source information, and further obtaining the repeated consultation times corresponding to each event source.
After determining the number of the customer service message leaving words corresponding to the event identifier according to the event positioning information and the event source information, the execution main body can determine the number of the customer service message leaving words corresponding to the combination of each event positioning information and the corresponding event source, and further obtain the number of repeated consultation times corresponding to each event source. For example, the number of times of the telephone source is 13, the number of times of the instant messaging software source is 1, the execution main body can add the number of times of the repeated consultation corresponding to each event source to obtain the corresponding number of times of the repeated consultation, for example, 14, after obtaining the number of times of the repeated consultation corresponding to each event source, and then the execution main body can send the number of times of the repeated consultation and the number of times of the repeated consultation corresponding to each event source as a reminding message to the customer service or pop-up display to remind the customer service handling the consultation event.
For example, when the user consults the event in the scenario of the event with the phone as the main line, the executing agent may first calculate the total number of repeated consultations, for example, retrieve the event (condition 1) with the phone as the main line and the source of the phone (or called phone number, which is the same throughout), the event (condition 1) with the phone and the main line type of the phone as order number, user side account number, waybill number, store ID, and major waybill number, and the event (condition 2) with the source of the phone and the instant messenger software as the source, the event (condition 3) with the condition 2 as the main line query as order number, account number, waybill number, major waybill number, and the major waybill number as the source of the instant messenger software as the current event (the above events do not include a carry-over event), and the total number of the customer service messages minus the upgrade transfer number is equal to the number of repeated consultations pushed as the current event. The number of the customer service message-leaving persons can be judged according to the employee number (ERP) in the enterprise, and the same ERP message-leaving number is only calculated for 1 time. The forward event may be an event that is automatically deleted after a preset time is exceeded, and it is understood that the automatic deletion is synchronized to other systems. The upgrade transfer may be, for example: there are many types of service pools in the service system, which are distinguished according to the types of the user consultation events, for example, a service pool capable of answering a call and a service pool capable of processing a payment paid by a user. If the event currently processed by the customer service A needs to be paid, the execution subject can upgrade the current event and send the current event to a customer service pool which processes the customer's payment, and the customer service pool which processes the customer's payment has corresponding customer service to process the event. In the event of transferring, for example, the current customer service needs to eat, the executive main body can transfer the event needing emergency processing to the node corresponding to the other customer service that does not need to eat, so that the customer service can continue to process the problem of the user.
Then, the execution subject may calculate the number of repeated consultation of the phone, specifically, may be all the customer service message persons of the above condition 1+ condition 2 (not including the forwarding event) minus the event escalation transfer number.
Then, the execution subject may calculate the number of repeated consultation of the instant messaging software, specifically, the number of the left message service persons minus the number of upgrade transitions of the event may be subtracted from all the number of the left message service persons of the event (including no transition event) corresponding to the above condition 3.
For example, when the user consultation event is a scenario of a non-telephone-based cable event, the execution subject may first calculate the total number of repeated consultation. Specifically, the executive can search the number of persons leaving the message with the non-telephone-related event (not including the forwarding event) such as the order number, the waybill number and the event (not including the forwarding event) originated from the telephone and the instant messenger, and subtract the upgrade transfer number to obtain the total number of repeated consultations.
Then, the executing agent can calculate the number of telephone repeat consultation, that is, the executing agent can search the number of the message persons who have the event (not including the forwarding event) with the non-telephone thread event as the main thread and the source as the telephone, and subtract the number of upgrade transfer times to obtain the number of telephone repeat consultation.
Then, the execution main body can calculate the number of repeated consultation of the instant messaging software, namely the execution main body can search the number of the message persons with the non-telephone as the main line cable event and the source of the event (not including the forwarding event) of the instant messaging software to subtract the number of upgrade transfer times to obtain the number of repeated consultation of the instant messaging software.
Through the statistical analysis, the execution main body can obtain the repeated consultation times and the total repeated consultation times corresponding to each time source, and further can push the statistical analysis result to the elastic search (a storage system, namely a database). The method and the device are used for the execution main body to query the elasticsearch statistics in real time, so that the repeated consultation events of the user can be accurately and quickly processed, and the user experience is improved.
And step S204, generating a corresponding reminding message according to the repeated consultation times, matching the corresponding alarm processing mode, and further sending the reminding message to the customer service terminal based on the alarm processing mode so that the customer service terminal processes the information processing request according to the reminding message.
Specifically, before sending the reminding message to the customer service end based on the alarm processing mode, the information processing method further includes: the execution subject may generate the asynchronous task according to the reminder message and the corresponding alert processing mode. The asynchronous task may be a task that sends a reminder message to the client based on an alarm processing mode. The execution main body can configure execution time for the asynchronous task, further store the asynchronous task to the asynchronous task table, and poll each asynchronous task in the asynchronous task table. And the execution main body responds to the fact that the current time reaches the execution time corresponding to any asynchronous task in the asynchronous task table, executes the asynchronous task reaching the execution time, and sends the reminding message to the user side in an alarm processing mode corresponding to the asynchronous task so that the user side can carry out automatic alarm processing.
The principle of step S204 is similar to that of step S104, and is not described here again.
As a general embodiment of the present application, the processing flow of the information processing method of the present application may include the following steps:
the method comprises the steps of firstly, configuring offline drawing tasks (each task can be an event of repeated consultation of a user) by a BDP platform (the BDP is a big data platform integrating enterprise friendliness, flow calculation, high availability, disaster tolerance and SQL on Hadoop, and aims to solve the problem of how to adapt to the growth environment of an enterprise in the process of entering the enterprise and co-exist with the existing ecological system aspect of the enterprise. Then, the execution main body pushes the counted offline data to the elastic search, and then other conventional task attribute configurations run the task. Specifically, a request of the browser is received by the Mcss-web, and the request can be a request which is triggered by an execution subject when the repeated incoming line of the user is monitored and processes an event consulted by the repeated incoming line of the user. Furthermore, the Mcss-web can call the Mcss-service to query the event clue information according to the event identifier in the request, so as to determine the source of the event (the source is a telephone source or an instant messaging software source). When the event source is a telephone source, the execution agent may Call the message middleware Mcss-jmq to perform message processing Call logic processing, perform message body parsing, and send a Remote Procedure Call (RPC) request to analyze an event thread corresponding to the event source. When the event source is an instant messenger source, the executive agent can directly determine whether the main clue is a telephone or other non-telephone clue (e.g., instant messenger, order number, account number, store ID, major order number, etc.). According to the fact that the main clue of the event obtained by analysis is a telephone, instant messaging software, a waybill number or an order number and the like, an execution main body can query the repeated consultation times of the source and the main clue in real time from an elastic search database (which can also be a mysql database, a hbase database and other databases capable of storing data, and the types of the databases are not specifically limited by the application), then a corresponding log table is generated and inserted into the elastic search database (which can also be a mysql database, a hbase database and other databases capable of storing data, and the types of the databases are not specifically limited by the application), wherein the total repeated consultation times and the respective repeated consultation times of the source and the main clue are stored in the log table for subsequent query and call. Then, the executive body can send a reminding message containing the total number of repeated consultation and the number of repeated consultation corresponding to each source to the front end so as to remind the customer service processing the consultation event to process the consultation event in time. Further, the execution main body may add a monitoring information configuration table, and mainly start different service processing logics (start different alarm processing flows) for different repeated consultation times, for example, including sending a customer service mail, sending a customer service instant messaging software reminder, sending a customer service supervisor (i.e., higher-level customer service) mail, sending a customer service supervisor instant messaging software reminder, sending a user short message notification, and the like. When the execution main body determines that the total number of repeated consultation exceeds a preset threshold value according to the monitoring information configuration table, the execution main body can upgrade the consultation event, and then the execution main body can push the consultation event to a node corresponding to a higher-level customer service while sending a customer service mail and sending a prompt of the customer service instant messaging software, wherein the pushing mode can be that the execution main body sends a mail to the higher-level customer service or the prompt of the instant messaging software is sent, so that the processing progress of the consultation event is accelerated, and the user experience is improved. Specifically, the content of the sent mail may include the total number of repeated consultation for the user consultation event and the number of repeated consultation corresponding to each source. Specifically, the executing agent may also start a timing task, poll statistical information of an elastic search database (which may also be a mysql database, a hbase database, or other databases that may store data, and the application does not specifically limit the type of the database) in real time, and add automatic alarm processing to the repeated consultation statistical information and configuration information of the created consultation event (for example, event clue information, such as a main clue (e.g., a phone, instant messaging software, an invoice number, an order number, a store ID, a major invoice number, and the like), and a clue source), so as to rapidly and accurately process the repeated consultation event of the user, and improve user experience. Certainly, the executive body can also classify and summarize the consultation events for the high-frequency incoming line users, so as to generate a corresponding strategy according to the classification and summarization result, further prompt the customer service to deal with the problems which need to be noticed by the consultation events, optimize the customer service processing flow and further improve the user experience.
Fig. 3 is a schematic view of an application scenario of an information processing method according to a third embodiment of the present application. The information processing method can be applied to an application scene that aiming at a customer service system, when a user repeatedly enters the line, the system cannot remind the user of the repeated line entering frequency and cannot cause the attention of customer service, so that the problem of user consultation cannot be solved in time. As shown in fig. 3, the server 303 receives the information processing request 301, obtains the event identifier 302 in the information processing request 301, and further determines the corresponding event cue information 304. Server 303 determines thread type 305 from event thread information 304. Server 303 determines number of repeated consultations 306 based on thread type 305 and event thread information 304. The server 303 generates a corresponding reminding message 307 according to the repeated consultation times 306, matches the corresponding alarm processing mode 308, and then sends the reminding message 307 to the customer service end 309 based on the alarm processing mode 308, so that the customer service end 309 processes the information processing request 301 according to the reminding message 307.
Fig. 4 is a schematic diagram of main blocks of an information processing apparatus according to an embodiment of the present application. As shown in fig. 4, the information processing apparatus includes a receiving unit 401, a thread type determining unit 402, a repeated consultation number determining unit 403, and a reminding unit 404.
The receiving unit 401 is configured to receive an information processing request, acquire an event identifier in the information processing request, and determine corresponding event cue information.
The thread type determining unit 402 is configured to determine a thread type according to the event thread information.
A repeated consultation number determination unit 403 configured to determine the repeated consultation number based on the cue type and the event cue information.
And the reminding unit 404 is configured to generate a corresponding reminding message according to the number of repeated consultation, match the corresponding alarm processing mode, and further send the reminding message to the customer service end based on the alarm processing mode, so that the customer service end processes the information processing request according to the reminding message.
In some embodiments, thread type determination unit 402 is further configured to: determining event positioning information in event clue information; and determining the type of the clue according to the event positioning information.
In some embodiments, the repeated consultation number determination unit 403 is further configured to: determining event source information in event clue information; determining the number of the customer service message-leaving persons corresponding to the event identification according to the event positioning information and the event source information; and matching the number of the customer service message leaving persons corresponding to each event source in the event source information to further obtain the number of repeated consultation times corresponding to each event source.
In some embodiments, the information processing apparatus further includes an updating unit, not shown in fig. 4, configured to: inquiring and updating the number of the customer service messages in real time; and updating the event clue information corresponding to the information processing request in real time.
In some embodiments, the reminder unit 404 is further configured to: determining the total number of repeated consultation according to the number of repeated consultation times corresponding to each event source; and in response to determining that the total number of repeated consultation is greater than a first preset value, sending a notification to the first service node and starting popup box display.
In some embodiments, the reminder unit 404 is further configured to: and responding to the fact that the total number of repeated consultation times is larger than a second preset value, sending a notice to the first service node and the second service node, starting popup window display, and sending the notice to the second service node through real-time communication software.
In some embodiments, the reminder unit 404 is further configured to: and responding to the fact that the total number of repeated consultation times is larger than a third preset value, sending a notice to the first service node and the second service node, starting popup window display, sending the notice to the second service node through real-time communication software, and sending a short message notice.
In some embodiments, the reminder unit 404 is further configured to: generating an asynchronous task according to the reminding message and the corresponding alarm processing mode; configuring execution time for the asynchronous task, further storing the asynchronous task into an asynchronous task table, and polling each asynchronous task in the asynchronous task table; and in response to determining that the current time reaches the execution time corresponding to any asynchronous task in the asynchronous task table, executing the asynchronous task reaching the execution time.
In the present application, the information processing method and the information processing apparatus have a corresponding relationship in the details of implementation, and therefore, the description of the details will not be repeated.
Fig. 5 shows an exemplary system architecture 500 to which the information processing method or the information processing apparatus of the embodiment of the present application can be applied.
As shown in fig. 5, the system architecture 500 may include terminal devices 501, 502, 503, a network 504, and a server 505. The network 504 serves to provide a medium for communication links between the terminal devices 501, 502, 503 and the server 505. Network 504 may include various connection types, such as wired, wireless communication links, or fiber optic cables, to name a few.
The user may use the terminal devices 501, 502, 503 to interact with a server 505 over a network 504 to receive or send messages or the like. The terminal devices 501, 502, 503 may have various communication client applications installed thereon, such as shopping applications, web browser applications, search applications, instant messaging tools, mailbox clients, social platform software, etc. (for example only).
The terminal devices 501, 502, 503 may be various electronic devices having a user advisory message handling screen and supporting web browsing, including but not limited to smart phones, tablet computers, laptop portable computers, desktop computers, and the like.
The server 505 may be a server that provides various services, such as a background management server (for example only) that supports information processing requests submitted by users using the terminal devices 501, 502, 503. The background management server can receive the information processing request, acquire the event identifier in the information processing request and further determine corresponding event clue information; determining a clue type according to the event clue information; determining the number of repeated consultation based on the clue type and the event clue information; and generating a corresponding reminding message according to the repeated consultation times, matching the corresponding alarm processing mode, and sending the reminding message to the customer service terminal based on the alarm processing mode so that the customer service terminal processes the information processing request according to the reminding message. Therefore, the problem that the user is not solved by repeated consultation can be timely and effectively solved, the customer service seat can be effectively helped to judge whether the problem of the user consultation needs to be upgraded or not, and the corresponding alarm processing mode is matched, so that the solving speed of the user consultation problem is increased.
It should be noted that the information processing method provided in the embodiment of the present application is generally executed by the server 505, and accordingly, the information processing apparatus is generally disposed in the server 505.
It should be understood that the number of terminal devices, networks, and servers in fig. 5 is merely illustrative. There may be any number of terminal devices, networks, and servers, as desired for implementation.
Referring now to FIG. 6, shown is a block diagram of a computer system 600 suitable for use in implementing a terminal device of an embodiment of the present application. The terminal device shown in fig. 6 is only an example, and should not bring any limitation to the functions and the scope of use of the embodiments of the present application.
As shown in fig. 6, the computer system 600 includes a Central Processing Unit (CPU)601 that can perform various appropriate actions and processes according to a program stored in a Read Only Memory (ROM)602 or a program loaded from a storage section 608 into a Random Access Memory (RAM) 603. In the RAM603, various programs and data necessary for the operation of the computer system 600 are also stored. The CPU601, ROM602, and RAM603 are connected to each other via a bus 604. An input/output (I/O) interface 605 is also connected to bus 604.
The following components are connected to the I/O interface 605: an input portion 606 including a keyboard, a mouse, and the like; an output section 607 including a signal processing section such as a Cathode Ray Tube (CRT), a liquid crystal credit authorization inquiry processor (LCD), and the like, and a speaker and the like; a storage section 608 including a hard disk and the like; and a communication section 609 including a network interface card such as a LAN card, a modem, or the like. The communication section 609 performs communication processing via a network such as the internet. The driver 610 is also connected to the I/O interface 605 as needed. A removable medium 611 such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, or the like is mounted on the drive 610 as necessary, so that a computer program read out therefrom is mounted in the storage section 608 as necessary.
In particular, according to embodiments disclosed herein, the processes described above with reference to the flow diagrams may be implemented as computer software programs. For example, embodiments disclosed herein include a computer program product comprising a computer program embodied on a computer readable medium, the computer program comprising program code for performing the method illustrated by the flow chart. In such an embodiment, the computer program may be downloaded and installed from a network through the communication section 609, and/or installed from the removable medium 611. The above-described functions defined in the system of the present application are executed when the computer program is executed by the Central Processing Unit (CPU) 601.
It should be noted that the computer readable medium shown in the present application may 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 application, 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 this application, 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 program products according to various embodiments of the present application. 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 units described in the embodiments of the present application may be implemented by software or hardware. The described units may also be provided in a processor, and may be described as: a processor includes a receiving unit, a thread type determining unit, a repeated consultation number determining unit, and a reminding unit. Wherein the names of the elements do not in some way constitute a limitation on the elements themselves.
As another aspect, the present application also provides a computer-readable medium, which 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, and when the one or more programs are executed by one of the devices, the device receives an information processing request, acquires an event identifier in the information processing request, and further determines corresponding event cue information; determining a clue type according to the event clue information; determining the number of repeated consultation based on the clue type and the event clue information; and generating a corresponding reminding message according to the repeated consultation times, matching the corresponding alarm processing mode, and sending the reminding message to the customer service terminal based on the alarm processing mode so that the customer service terminal processes the information processing request according to the reminding message. Therefore, the problem that the user is not solved by repeated consultation can be timely and effectively solved, the customer service seat can be effectively helped to judge whether the problem of the user consultation needs to be upgraded or not, and the corresponding alarm processing mode is matched, so that the solving speed of the user consultation problem is increased.
According to the technical scheme of the embodiment of the application, the repeated incoming line frequency of the user is determined, and the corresponding alarm processing mode is selected according to the repeated incoming line frequency of the user to remind the repeated incoming line frequency of the user, so that the problem that the repeated incoming line frequency of the user is not solved can be solved timely and effectively, a customer service seat can be effectively helped to judge whether the problem of the user consultation needs to be upgraded or not, and the corresponding alarm processing mode is matched to improve the solving speed of the user consultation problem.
The above-described embodiments should not be construed as limiting the scope of the present application. 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 application shall be included in the protection scope of the present application.

Claims (12)

1. An information processing method characterized by comprising:
receiving an information processing request, acquiring an event identifier in the information processing request, and further determining corresponding event clue information;
determining a thread type according to the event thread information;
determining the number of repeated consultation based on the clue type and the event clue information;
and generating a corresponding reminding message according to the repeated consultation times, matching a corresponding alarm processing mode, and sending the reminding message to the customer service end based on the alarm processing mode so that the customer service end processes the information processing request according to the reminding message.
2. The method of claim 1, wherein determining a cue type based on the event cue information comprises:
determining event positioning information in the event clue information;
and determining the thread type according to the event positioning information.
3. The method of claim 2, wherein determining the number of repeated consultations based on the cue type and the event cue information comprises:
determining event source information in the event clue information;
determining the number of customer service message-leaving persons corresponding to the event identifier according to the event positioning information and the event source information;
and matching the number of the customer service message leaving persons corresponding to each event source in the event source information to further obtain the number of repeated consultation times corresponding to each event source.
4. The method of claim 3, further comprising:
inquiring and updating the number of the customer service messages in real time; and
and updating the event clue information corresponding to the information processing request in real time.
5. The method of claim 3, wherein matching the corresponding alert handling mode comprises:
determining the total number of repeated consultation according to the number of repeated consultation times corresponding to each event source;
and in response to determining that the total number of repeated consultation times is greater than a first preset value, sending a notification to the first service node and starting popup box display.
6. The method of claim 5, wherein matching the corresponding alert handling mode further comprises:
and responding to the fact that the total repeated consultation times are larger than a second preset value, sending a notice to the first service node and the second service node, starting popup window display, and sending the notice to the second service node through real-time communication software.
7. The method of claim 6, wherein matching the corresponding alert handling mode further comprises:
and responding to the fact that the total number of repeated consultation times is larger than a third preset value, sending a notice to the first service node and the second service node, starting popup window display, sending the notice to the second service node through real-time communication software, and sending a short message notice.
8. The method of claim 1, wherein prior to said sending the reminder message to the customer service based on the alert handling mode, the method further comprises:
generating an asynchronous task according to the reminding message and a corresponding alarm processing mode;
configuring execution time for the asynchronous task, further storing the asynchronous task to an asynchronous task table, and polling each asynchronous task in the asynchronous task table;
and executing the asynchronous task reaching the execution time in response to determining that the current time reaches the execution time corresponding to any asynchronous task in the asynchronous task table.
9. An information processing apparatus characterized by comprising:
the receiving unit is configured to receive an information processing request, acquire an event identifier in the information processing request and further determine corresponding event clue information;
a thread type determining unit configured to determine a thread type according to the event thread information;
a repeated consultation number determination unit configured to determine a repeated consultation number based on the cue type and the event cue information;
and the reminding unit is configured to generate a corresponding reminding message according to the repeated consultation times, match a corresponding alarm processing mode and further send the reminding message to the customer service side based on the alarm processing mode so that the customer service side processes the information processing request according to the reminding message.
10. The apparatus of claim 9, wherein the repeated consultation number determining unit is further configured to:
determining event source information in the event clue information;
determining the number of customer service message-leaving persons corresponding to the event identifier according to the event positioning information and the event source information;
and matching the number of the customer service message leaving persons corresponding to each event source in the event source information to further obtain the number of repeated consultation times corresponding to each event source.
11. An information processing electronic device characterized by 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 1-8.
12. 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 1-8.
CN202110936379.7A 2021-08-16 2021-08-16 Information processing method and device Pending CN113660380A (en)

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