CN102571920A - Online customer service implementation method and online customer service system - Google Patents
Online customer service implementation method and online customer service system Download PDFInfo
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Abstract
The invention provides an online customer service implementation method and an online customer service system, relating to the field of network computation and solving the technical problem that an operation load of a user side of the online customer service system in the prior art is heavier. The online customer service implementation method mainly comprises the following steps: a user side and a service side respectively acquire a user online message identifier which is used for carrying out online consultation by the user side and distributed by an intermediate side; the intermediate side respectively receives an online consultation message which carriers the user online message identifier, which is from the user side and the customer service side, and records the online consultation message; the user side acquires a recorded online reply message sent by the service side from the intermediate side at regular time according to the user online message identifier; and the service side acquires the recorded online consultation message sent by the user side from the intermediate side at regular time according to the user online message identifier. The online customer service implementation method and the online customer service system disclosed by the embodiment of the invention are mainly used for online customer service.
Description
Technical Field
The invention relates to the technical field of networks, in particular to an online customer service implementation method and an online customer service system.
Background
With the popularization of the internet industry and the technology, more and more people are now participating in the electronic commerce activities through the internet. In this activity, users often have questions or consultations, which require merchants to give timely responses or help. Therefore, the online customer service scheme is operated, and can quickly and conveniently enable the user to perform online instant communication with website background customer service personnel to obtain response or help, thereby solving the technical problems of instant communication and question answering between the user and a merchant in the e-commerce activity.
The prior art online customer service scheme generally requires a user to download and install client software, and then communicate with a service end of a merchant through the client software, but the scheme has at least the following disadvantages:
often, a user has to download and install client software in order to ask a question, so that the operation of the user becomes troublesome, and the user experience is easy to decline; moreover, the existing online customer service schemes are all applied in a mode that the number of service staff is small (i.e. tens of people or several people), so the existing online customer service schemes are generally not applicable in a mode that a large access amount is faced and a large-scale number of customer service staff (i.e. tens of people or even hundreds of people) is needed.
Disclosure of Invention
The embodiment of the invention provides an online customer service implementation method and an online customer service system, which can conveniently and quickly solve the problem of communication between a user and a merchant.
In order to achieve the above purpose, the embodiment of the invention adopts the following technical scheme:
an implementation method of online customer service includes:
after a user side accesses a service side through a middle side, the user side and the service side respectively obtain user online message identifications which are distributed by the middle side and used for online consultation of the user side;
the intermediate side receives and records an online consultation message carrying the user online message identification from the user side; the intermediate side receives an online reply message carrying the user online message identification from the service side and records the online reply message;
the user side acquires the recorded online reply message sent by the service side from the intermediate side at regular time according to the user online message identification;
and the service side acquires the recorded online consultation message sent by the user side from the intermediate side at regular time according to the user online message identification.
Preferably, the method further comprises: the middle side records the working information of each service end forming the service side;
and the middle side allocates a server side suitable for providing service for the accessed user side according to the working information of each server side.
Wherein, the intermediate side, according to the working information of each service end, allocates a service end suitable for providing service for the accessed user side to the accessed user side specifically comprises:
the image station in the middle side calculates the priority of each service end receiving customer according to the working information of each service end;
and the image station schedules the server with the highest priority to provide the service of the online reply message for the user side according to the calculated priority of each server.
Wherein, the receiving, by the intermediate side, the online consultation message carrying the online message identifier of the user from the user side, and the recording specifically includes:
the image station in the middle side receives the on-line consultation message carrying the user on-line message identification from the user side, updates the corresponding session state parameter according to the user on-line message identification, and stores the on-line consultation message into a chat message list in a database server in the middle side;
wherein, the receiving, by the intermediate side, the online reply message carrying the user online message identifier from the service side, and the recording specifically includes:
and the image station in the middle side receives an online reply message carrying the user online message identification from the service side, updates the corresponding session state parameter according to the user online message identification, and stores the online reply message into a chat message list in a database server in the middle side.
The step of obtaining, by the user side, the recorded online reply message sent by the service side from the intermediate side at regular time according to the user online message identifier specifically includes:
the user side sends a detection session state message carrying the user online message identifier to the image station of the middle side at regular time; the image station detects whether the corresponding session state parameter is updated according to the user online message identification, and if the session state parameter is updated, the image station informs the user side;
after receiving the notification, the user side sends a read message carrying the user online message identifier to a database server of the intermediate side; and the database server inquires the chat message list of the corresponding record according to the user online message identifier and returns the updated online reply message to the user side.
The obtaining, by the service side, the recorded online consultation message sent by the user side from the intermediate side at regular time according to the user ID specifically includes:
the service side sends a detection session state message carrying the user online message identifier to the image station of the middle side at regular time; the image station detects whether the corresponding session state parameter is updated according to the user online message identification, and if the session state parameter is updated, the image station informs the service side;
after receiving the notification, the service side sends a read message carrying the user online message identifier to a database server of the intermediate side; and the database server inquires the chat message list of the corresponding record according to the online message identifier of the user and returns the updated online consultation message to the service side.
Preferably, the method of the present invention may further comprise:
when the service side needs to switch the online consultation message from the user side from a first customer service group to a second customer service group of the service side, the service side of the first customer service group sends group transfer information switched to the second customer service group to a group transfer list in a database server of the middle side for recording;
and the image station in the middle side regularly accesses the group transfer list and switches the online consultation message from the user side from the first customer service group to the second customer service group according to the recorded group transfer information.
An online customer service system comprising: a user side, a middle side and a service side; wherein,
the user side is used for accessing the service side through the middle side, acquiring a user online message identifier which is distributed by the middle side and used for online consultation with the service side, then sending an online consultation message carrying the user online message identifier to the middle side for recording, and acquiring a recorded online reply message sent by the service side from the middle side at regular time according to the user online message identifier;
the middle side is used for accessing the user side to the service side, distributing a user online message identifier used for online consultation between the user side and the service side, receiving and recording an online consultation message carrying the user online message identifier from the user side, receiving and recording an online reply message carrying the user online message identifier from the service side, sending the recorded online consultation message of the user side to the service side, and sending the online reply message recorded by the service side to the user side;
the service side is used for accessing the service side through the middle side, acquiring a user online message identifier which is distributed by the middle side and used for online consultation with the user side, then sending an online reply message carrying the user online message identifier to the middle side for recording, and acquiring a recorded online consultation message sent by the user side from the middle side at regular time according to the user online message identifier.
In addition, the middleware is further configured to record work information of each service end forming the service side, and allocate a service end suitable for providing a service for the accessed user side according to the work information of each service end.
Wherein, above-mentioned middle side includes: an image station and a database server; the service side comprises: at least one server;
the allocating, according to the work information of each server, a server suitable for providing a service to the accessed user side specifically includes:
the image station is used for calculating the priority of each service end for receiving the customer according to the working information of each service end, and scheduling the service end with the highest priority to provide the service of the online reply message for the user side according to the calculated priority of each service end.
In the system, the receiving and recording the online consultation message carrying the online message identifier of the user from the user side specifically includes:
the image station is also used for receiving an online consultation message which is from the user side and carries the user online message identification, updating the corresponding session state parameter according to the user online message identification, and storing the online consultation message into a chat message list of the database server;
the receiving and recording an online reply message carrying the user online message identifier from the service side specifically includes:
the image station is further configured to receive an online reply message from the service side, the online reply message carrying the user online message identifier, update a corresponding session state parameter according to the user online message identifier, and store the online reply message in a chat message list of the database server.
In the system, the obtaining of the recorded online reply message sent by the service side from the intermediate side at regular time according to the user online message identifier specifically includes:
the user side is also used for sending a detection session state message carrying the user online message identifier to the image station at regular time;
the image station is also used for detecting whether the corresponding session state parameter is updated according to the user online message identifier, and if the session state parameter is updated, the user side is informed;
the user side is further configured to send a read message carrying the user online message identifier to the database server after receiving the notification;
and the database server is used for inquiring the corresponding recorded chat message list according to the user online message identifier and returning the updated online reply message to the user side.
In the system, the acquiring, from the intermediate side, the recorded online consultation message sent by the user side at regular time according to the user ID specifically includes:
the service side is also used for sending a detection session state message carrying the user online message identifier to the image station at regular time;
the image station is also used for detecting whether the corresponding session state parameter is updated according to the user online message identification, and if the session state parameter is updated, the image station informs the service side;
the service side is also used for sending a reading message carrying the user online message identifier to the database server after receiving the notification;
and the database server is used for inquiring the corresponding recorded chat message list according to the user online message identification and returning the updated online consultation message to the service side.
The database server is used for receiving group transfer information of a server side of the first customer service group to be switched to a second customer service group when the service side needs to switch an online consultation message from a user side from the first customer service group to the second customer service group, and recording the group transfer information into a group transfer list;
and the image station is used for accessing the group transfer list at regular time and switching the online consultation message from the client from the first customer service group to the second customer service group of the service side according to the recorded group transfer information.
According to the scheme provided by the embodiment of the invention, the user side is directly connected to the service side through the middle side, the online consultation message and the online reply message which are interacted between the user side and the service side are recorded on the middle side, and the online consultation message or the online reply message which is updated in real time by a party is obtained through accessing the middle side regularly, so that the user side is not required to download and install client software, the operation burden of the user side is reduced, the online communication between the user and a merchant is realized, and the technical effect of conveniently, quickly and even performing online customer service is achieved.
Drawings
FIG. 1 is a schematic view of a scene of an online customer service system according to an embodiment of the present invention;
fig. 2 is a schematic diagram illustrating an implementation method of an online customer service system according to an embodiment of the present invention;
fig. 3 is a schematic diagram illustrating an access of an online customer service system according to an embodiment of the present invention;
fig. 4 is a schematic diagram of an online customer service system according to a second embodiment of the present invention.
Detailed Description
Example one
In this embodiment, a method for implementing online customer service is provided specifically in combination with a scenario shown in fig. 1, as shown in fig. 1, the scenario is a construction diagram of an online service system, and includes a user side, a middle side and a service side, where the user side includes six clients (clients), and the middle side includes: two client servers (Live Chat1, Live Chat2), an Image station (Image Site) and a database (Live Chat DB) server; the service side comprises: three servers (sever1, sever2, sever 3); in this embodiment, each customer service person who sets up the service end has logged in with the customer service number and password that the administrator has assigned, so that the service end enters into a state that can normally provide online customer service.
In conjunction with the above scenario, as shown in fig. 2, the method includes:
specifically, in order to inquire about an air ticket event, the client 1 at the user side logs in the online customer service system of the embodiment, and after clicking a hyperlink in the online client system in a website page, as shown in fig. 3, the client 1 sends a client access message to the Live Chat DB server;
102, the user side and the service side respectively obtain the user online message identifications which are distributed by the middle side and used for the user side to perform online consultation;
wherein, the user online message identification comprises: the user ID of the client is identified by the user, and the MessageID for identifying the message sent by the client can be further included.
Specifically, step 102 includes: and after receiving the client access message, the Live Chat DB server allocates a user ID to the client 1 and waits to allocate a server capable of providing service for the client 1. The server (the server is set as server 2) periodically captures the client waiting for distribution from the Live Chat DB server, meanwhile obtains the user ID of the client 1 from the Live Chat DB server, records the user ID, sends a successful client distribution message carrying the user ID to the Live Chat DB server or ImageSite, and forwards the message to the client 1 to inform the client ID.
In this embodiment, since the interaction between the server and the client is via the ImageSite, the ImageSite may record the work information of each server according to the interaction, where the work information includes, but is not limited to: the current total working time of the sever, the current total number of the customers to be served by the sever, the maximum number of the customers to be served simultaneously (each sever is provided with the maximum number of the customers to be served simultaneously on the ImageSite according to the capacity of the customer service staff), and the current number of the customers to be served;
the ImageSite calculates the priority of each server customer according to the work information of each server, namely the current total work duration of each server, the current total number of the customers to be served by the server, the maximum number of the customers to be served simultaneously and the current number of the customers to be served;
and the ImageSite schedules the server with the highest priority to provide the service of the online reply message for the client according to the calculated priority of each server.
Taking the above-mentioned service providing client 1 by sever2 as an example, ImageSite calculates the average service duration of each sever according to the current total working duration of each sever and the current total number of people to be served, and sets the average service duration of sever1 to be 2 minutes, the average service duration of sever2 to be 1 minute, the maximum number of customers to be served by sever1 at the same time is 6, the maximum number of customers to be served by sever2 at the same time is 10, the calculated priority of sever1 is 2 × 6 × 12, the calculated priority of sever2 is 1 × 10 ═ 10, the priority of sever2 is greater than that of sever1, ImageSite notifies sever2 to fetch the client waiting for allocation on the IVE CHAT DB server, and at this time, client 1 is in the process of waiting for allocation, sever2 provides service to client 1.
Or, the priority of each currently-served sever customer can be calculated according to the maximum total number of customer service persons simultaneously served by each sever and the number of currently-served customer service persons, and the severs with high priority are distributed to serve the accessed clients; when the number of the clients for receiving the server reaches the set maximum number of the clients, the following clients enter the server and wait for distribution according to the entering time and the entering sequence, and at the moment, the ImageSite can automatically calculate the waiting time value of the client according to the average service time of the client, and the waiting time value is displayed in a session page for the client to refer to. The ImageSite calculates the service priority of each server, and the process of allocating servers to the client may be before the client accesses, or may be when the client waits for allocation at Live ChatDB after accessing.
In the method provided by the embodiment, the intermediate side can calculate the priority of the server according to the recorded working information, and then automatically allocate a proper server to the client, so that the method is particularly suitable for obtaining the server with balanced allocation in a mode of large access and more customer service staff, and the technical effect of ensuring the quality of customer service is achieved.
The following is a process of online interaction between the client and the server, which may be repeatedly executed for multiple times, and since the steps executed each time are similar, the following description will take an example of a process of one-time interaction between the client and the server.
103, the client side of the user side sends an online consultation message, the message carries the online message identification of the user, and the intermediate side receives and records the online consultation message;
for example: the client 1 sends an online consultation Message for inquiring about the event of the airplane ticket to the ImageSite, wherein the Message carries a user ID and a Message ID (for example, the sending time of the online consultation Message is 10 points, the Message ID is Message1000), the ImageSite updates corresponding session state parameters according to the user ID and the Message ID, for example, the ImageSite updates the Message ID under the user ID to the Message1000, and stores the information with the event of inquiring about the airplane ticket in the online consultation Message into a Chat Message list in the Live Chat DB, and the Chat list records each Message ID under the user ID and online consultation information corresponding to each Message ID according to the user ID.
And 104, the server side of the service side regularly acquires the recorded online consultation message sent by the user side from the ImageSite of the middle side according to the user online message identification.
For example: the server 2 sends a detection session state Message carrying a user ID and a latest Message ID (the Message ID is the current latest Message ID recorded by the server 2 aiming at the user ID and is set as Message0957) to the ImageSite every 2 seconds, the ImageSite detects whether the corresponding session state parameter is updated according to the user ID and the Message0958, and if the update is sent, the server side is notified. For example, if the ImageSite detects that the Message ID under the user ID whose record is latest is Message1000, but the Message0958 sent by the server 2, it sends a status generation update Message to the server 2.
After receiving the notification of the Message, the server 2 sends a read Message carrying the user ID and Message0958 to the Live Chat DB; the Live Chat DB queries the Chat Message list of the corresponding record according to the user ID, and returns the specific online consultation Message of which the Message ID is larger than the Message ID of the Message0958 to the server 2.
for example: the server 2 sends the online reply Message that replies to the client to the ImageSite, where the online reply Message carries a user ID and a Message ID (set as Message1002), and after receiving the online reply Message, the ImageSite updates the session state parameter that is recorded recently, i.e. the Message1000 recorded in step 103, with the Message1002, for the user ID, and stores the online reply Message that the server 2 specifically replies to the Chat Message list in the Live Chat DB.
the specific implementation mode is as follows: the user side sends a detection session state message carrying the user online message identifier to ImageSite at regular time; the ImageSite detects whether the corresponding session state parameter is updated according to the user online message identification, and if the update is sent, the ImageSite informs the user side;
after receiving the notification, the user side sends a read message carrying the user online message identifier to a LiveChat DB server; and the Live Chat DB server inquires a Chat message list corresponding to the record according to the user online message identification and returns an updated online reply message to the user side.
For example: the client 1 carries a session state checking Message of a user ID and a latest Message ID (set as Message1000) to the ImageSite every 2 seconds, the ImageSite detects whether the Message1000 under the user ID is updated relative to the Message1002 locally recorded by the ImageSite, and if the Message1000 under the user ID is updated, the state occurrence updating Message is sent to the client 1;
after receiving the Message, the client 1 sends a read Message carrying the user ID and the Message1000 to the LiveChat DB; the Live Chat DB queries a Chat Message list corresponding to the record according to the user ID, and returns a specific online consultation Message of the Message ID larger than the Message1000 to the client 1.
It should be noted that the execution procedure of the steps 103 to 106 is not limited to the execution sequence in the present embodiment, and the step 105 may be performed before or at the same time as the step 103.
In the case that the user of the client changes from consulting the original air ticket matter to consulting the hotel matter, the service side is required to transfer the online consulting message of the client from the air ticket (first) service group to the hotel (second) service group, so the method provided by the embodiment also provides a scheme for group transfer. The method specifically comprises the following steps:
the server side of the first customer service group sends the group transfer information switched to the second customer service group to a group transfer list in the Live Chat DB server for recording; wherein, the information of the sub-group includes but is not limited to: name of the target service group (i.e. the second service group), user ID, MessageID or time.
And ImageSite accesses the group transfer list at regular time, and switches the online consultation message from the user side from the first customer service group to the second customer service group according to the recorded group transfer information.
The method provided by the embodiment further comprises a service scoring scheme. In the process of communicating the user with the customer service staff, the user can also score and evaluate the website customer service staff according to the online service. And the ImageSite completely enters the scoring data into the Live Chat DB to automatically generate a service scoring report for website managers to analyze and reference, and guide and suggest the problems generated in the service work of customer service staff.
In addition, in order to solve the problem that the user cannot describe the problem or wants to perform the problem consultation and communication more quickly by language in the online communication process, the method of the embodiment further comprises an online screen capturing scheme. The current activity screen of the client can be rapidly intercepted and automatically sent to the server, so that the description and organization of characters on communication are reduced. The scheme mainly comprises the following steps: according to a screen capture instruction from the client, the ImageSite performs screen capture/file asynchronous processing to obtain a binary data stream object of a screen capture or file, and stores the data stream object in the Live Chat DB for the client and the server to call from the Live Chat DB.
In the embodiment of the invention, the client and the server respectively send the interactive messages to the intermediate side (refer to steps 103 and 105), and regularly acquire the interactive messages recorded on the intermediate side from the intermediate side (refer to steps 104 and 106), thereby realizing online communication. In the whole process, the client software does not need to be downloaded and installed by the client, and most of the interaction process between the server and the client is processed by the middle side, so that the operation burden of the client is reduced, and the technical problem of online communication between a user and a merchant can be quickly and conveniently solved.
Example two
The present embodiment provides an online customer service system, as shown in fig. 4, the system includes: a user side 10, a middle side 20 and a service side 30; wherein,
the user side 10 is configured to access the service side 30 through the intermediate side, acquire a user online message identifier distributed by the intermediate side 20 and used for performing online consultation with the service side 30, send an online consultation message carrying the user online message identifier to the intermediate side 20 for recording, and acquire a recorded online reply message sent by the service side 30 from the intermediate side 20 at regular time according to the user online message identifier; the user online Message identification comprises a user ID and further can also comprise a Message ID.
The middle side 20 is configured to access the user side 10 to the service side 30, distribute an online user message identifier used by the user side 10 and the service side 30 for online consultation, receive and record an online consultation message carrying the online user message identifier from the user side 10, receive and record an online reply message carrying the online user message identifier from the service side 30, send the recorded online consultation message of the user side 10 to the service side 30, and send the online reply message recorded by the service side 30 to the user side 10;
the service side 30 is configured to access the service side 30 through the middle side 20, obtain a user online message identifier distributed by the middle side 20 and used for performing online consultation with the user side 10, send an online reply message carrying the user online message identifier to the middle side 20 for recording, and obtain a recorded online consultation message sent by the user side 10 from the middle side 20 at regular time according to the user online message identifier.
In addition, in the online customer service system, the middleware 20 is further configured to record work information of each service end constituting the service side 30, and after the user side accesses the service side 30 through the middle side 20, the middleware allocates a service end suitable for providing a service for the user side 10 according to the work information of each service end. Wherein, the work information of each server includes: the current total working time, the current total number of the people for reception of the service end, the maximum number of the customer services which can be simultaneously received and the current number of the customer services which can be simultaneously received.
Further, as shown in fig. 4, the user side 10 in the system includes at least one client 11 and at least one client server 10, where the client server 10 belongs to a network application site, and in this embodiment, the client server may specifically be two servers, which are respectively accessed by a dedicated link and a dedicated internet line, so as to adapt to fast access of clients in different areas to the middleware 20 according to areas; the intermediate side 20 comprises: an image station 21 and a database server 22; the service side 30 includes: at least one server 31; the client is a Web Application site and is deployed on two servers,
specifically, the allocating, according to the work information of each server, a server suitable for providing a service to the accessed user side includes:
the image station 21 is configured to calculate a priority of each service end for receiving the customer according to the work information of each service end 31, and schedule the service end 31 with the highest priority to provide a service of online reply messages for the user side 10 according to the calculated priority of each service end.
Specifically, the receiving and recording the online consultation message carrying the online message identifier of the user from the user side 10 includes:
the image station 21 is further configured to receive an online consultation message carrying the user online message identifier from the user side 10, update the corresponding session state parameter according to the user online message identifier, and store the online consultation message in a chat message list of the database server 22;
specifically, the receiving and recording an online reply message carrying the online message identifier of the user from the service side 30 includes:
the image station 21 is further configured to receive an online reply message carrying the user online message identifier from the service side 30, update the corresponding session state parameter according to the user online message identifier, and store the online reply message in the chat message list of the database server 22.
Specifically, the obtaining of the recorded online reply message sent by the service side from the middle side at regular time according to the user online message identifier includes:
the user side 10 is further configured to send a detection session state message carrying the user online message identifier to the image station 21 at regular time;
the image station 21 is further configured to detect whether the corresponding session state parameter is updated according to the user online message identifier, and if the corresponding session state parameter is sent to be updated, notify the client 11 corresponding to the user side 10;
the user side 11 is further configured to send, after receiving the notification, a read message carrying the user online message identifier to the database server 22;
the database server 22 is further configured to query the corresponding recorded chat message list according to the user online message identifier, and return the updated online reply message to the user side 10.
The acquiring of the recorded online consultation message sent by the user side from the middle side at regular time according to the user I D specifically includes:
the service side 30 is further configured to send a detection session status message carrying the user online message identifier to the image station 22 at regular time;
the image station 22 is further configured to detect whether the corresponding session state parameter is updated according to the user online message identifier, and if the corresponding session state parameter is updated, notify the service side 30;
the service side 30 is further configured to send, after receiving the notification, a read message carrying the user online message identifier to the database server 22;
the database server 22 is used for inquiring the corresponding recorded chat message list according to the user online message identification and returning the updated online consultation message to the service side 30.
In addition, in the system of the present embodiment,
the database server 22 is configured to receive group transfer information that the server 31 of the first customer service group will switch to the second customer service group and record the group transfer information in the group transfer list when the service side 30 needs to switch the online consultation message from the user side 10 from the first customer service group to the second customer service group of the service side 30;
and the image station 21 is used for accessing the group transfer list at regular time and switching the online consultation message from the client 11 from the first customer service group to the second customer service group of the service side 30 according to the group transfer information recorded in the group transfer list.
The system in this embodiment can be used to implement the method in embodiment one, and the specific embodiment example can refer to embodiment one.
The online customer service system provided by the embodiment can calculate the priority according to the working information of each service terminal, automatically allocates the service terminals to the client, is suitable for online customer service with high access and large-scale customer service staff number, does not need the client to download and install client software for online consultation, is convenient for client operation, and can quickly realize communication between users and merchants. ,
the above description is only for the specific embodiments of the present invention, but the scope of the present invention is not limited thereto, and any person skilled in the art can easily conceive of the changes or substitutions within the technical scope of the present invention, and all the changes or substitutions should be covered within the scope of the present invention. Therefore, the protection scope of the present invention shall be subject to the protection scope of the claims.
Claims (14)
1. An implementation method of online customer service is characterized by comprising the following steps:
after a user side accesses a service side through a middle side, the user side and the service side respectively obtain user online message identifications which are distributed by the middle side and used for online consultation of the user side;
the intermediate side receives and records an online consultation message carrying the user online message identification from the user side; the intermediate side receives an online reply message carrying the user online message identification from the service side and records the online reply message;
the user side acquires the recorded online reply message sent by the service side from the intermediate side at regular time according to the user online message identification;
and the service side acquires the recorded online consultation message sent by the user side from the intermediate side at regular time according to the user online message identification.
2. The method for implementing online customer service according to claim 1, further comprising: the middle side records the working information of each service end forming the service side;
and the middle side allocates a server side suitable for providing service for the accessed user side according to the working information of each server side.
3. The method of claim 2,
the allocating, by the intermediate side, a server suitable for providing a service to the accessed user side according to the work information of each server specifically includes:
the image station in the middle side calculates the priority of each service end receiving customer according to the working information of each service end;
and the image station schedules the server with the highest priority to provide the service of the online reply message for the user side according to the calculated priority of each server.
4. The method for implementing online customer service according to claim 1, wherein the intermediate side receives an online consultation message carrying the user online message identifier from the user side, and the recording specifically includes:
the image station in the middle side receives the on-line consultation message carrying the user on-line message identification from the user side, updates the corresponding session state parameter according to the user on-line message identification, and stores the on-line consultation message into a chat message list in a database server in the middle side;
the receiving, by the intermediate side, an online reply message carrying the user online message identifier from the service side, and recording specifically includes:
and the image station in the middle side receives an online reply message carrying the user online message identification from the service side, updates the corresponding session state parameter according to the user online message identification, and stores the online reply message into a chat message list in a database server in the middle side.
5. The method according to claim 1, wherein the step of the user side periodically obtaining the recorded online reply message sent by the service side from the intermediate side according to the user online message identifier specifically includes:
the user side sends a detection session state message carrying the user online message identifier to the image station of the middle side at regular time; the image station detects whether the corresponding session state parameter is updated according to the user online message identification, and if the session state parameter is updated, the image station informs the user side;
after receiving the notification, the user side sends a read message carrying the user online message identifier to a database server of the intermediate side; and the database server inquires the chat message list of the corresponding record according to the user online message identifier and returns the updated online reply message to the user side.
6. The method for implementing online customer service according to claim 1, wherein the step of the server side obtaining the recorded online consultation message sent by the user side from the intermediate side at regular time according to the user I D specifically includes:
the service side sends a detection session state message carrying the user online message identifier to the image station of the middle side at regular time; the image station detects whether the corresponding session state parameter is updated according to the user online message identification, and if the session state parameter is updated, the image station informs the service side;
after receiving the notification, the service side sends a read message carrying the user online message identifier to a database server of the intermediate side; and the database server inquires the chat message list of the corresponding record according to the online message identifier of the user and returns the updated online consultation message to the service side.
7. The method of claim 1, further comprising:
when the service side needs to switch the online consultation message from the user side from a first customer service group to a second customer service group of the service side, the service side of the first customer service group sends group transfer information switched to the second customer service group to a group transfer list in a database server of the middle side for recording;
and the image station in the middle side regularly accesses the group transfer list and switches the online consultation message from the user side from the first customer service group to the second customer service group according to the recorded group transfer information.
8. An online customer service system, comprising: a user side, a middle side and a service side; wherein,
the user side is used for accessing the service side through the middle side, acquiring a user online message identifier which is distributed by the middle side and used for online consultation with the service side, then sending an online consultation message carrying the user online message identifier to the middle side for recording, and acquiring a recorded online reply message sent by the service side from the middle side at regular time according to the user online message identifier;
the middle side is used for accessing the user side to the service side, distributing a user online message identifier used for online consultation between the user side and the service side, receiving and recording an online consultation message carrying the user online message identifier from the user side, receiving and recording an online reply message carrying the user online message identifier from the service side, sending the recorded online consultation message of the user side to the service side, and sending the online reply message recorded by the service side to the user side;
the service side is used for accessing the service side through the middle side, acquiring a user online message identifier which is distributed by the middle side and used for online consultation with the user side, then sending an online reply message carrying the user online message identifier to the middle side for recording, and acquiring a recorded online consultation message sent by the user side from the middle side at regular time according to the user online message identifier.
9. The online customer service system of claim 8,
the middleware is further configured to record work information of each service end forming the service side, and allocate a service end suitable for providing service for the accessed user side according to the work information of each service end.
10. The online customer service system of claim 9 wherein the user side comprises at least one client, at least one client server; the intermediate side comprises: an image station and a database server; the service side comprises: at least one server;
the allocating, according to the work information of each server, a server suitable for providing a service to the accessed user side specifically includes:
the image station is used for calculating the priority of each service end for receiving the customer according to the working information of each service end, and scheduling the service end with the highest priority to provide the service of the online reply message for the user side according to the calculated priority of each service end.
11. The online customer service system according to claim 10, wherein the receiving and recording of the online consultation message carrying the online message identifier of the user from the user side specifically comprises:
the image station is also used for receiving an online consultation message which is from the user side and carries the user online message identification, updating the corresponding session state parameter according to the user online message identification, and storing the online consultation message into a chat message list of the database server;
the receiving and recording an online reply message carrying the user online message identifier from the service side specifically includes:
the image station is further configured to receive an online reply message from the service side, the online reply message carrying the user online message identifier, update a corresponding session state parameter according to the user online message identifier, and store the online reply message in a chat message list of the database server.
12. The online customer service system according to claim 10, wherein the acquiring, from the intermediate side, the recorded online reply message sent by the service side at regular time according to the user online message identifier specifically includes:
the user side is also used for sending a detection session state message carrying the user online message identifier to the image station at regular time;
the image station is also used for detecting whether the corresponding session state parameter is updated according to the user online message identifier, and if the session state parameter is updated, the user side is informed;
the user side is further configured to send a read message carrying the user online message identifier to the database server after receiving the notification;
and the database server is used for inquiring the corresponding recorded chat message list according to the user online message identifier and returning the updated online reply message to the user side.
13. The online customer service system according to claim 10, wherein the acquiring of the recorded online consultation message sent by the user side from the intermediate side at regular time according to the user I D specifically includes:
the service side is also used for sending a detection session state message carrying the user online message identifier to the image station at regular time;
the image station is also used for detecting whether the corresponding session state parameter is updated according to the user online message identification, and if the session state parameter is updated, the image station informs the service side;
the service side is also used for sending a reading message carrying the user online message identifier to the database server after receiving the notification;
and the database server is used for inquiring the corresponding recorded chat message list according to the user online message identification and returning the updated online consultation message to the service side.
14. The system of online customer service of claim 9,
the database server is used for receiving group transfer information of a server side of the first customer service group to be switched to a second customer service group when the service side needs to switch an online consultation message from a user side from the first customer service group to the second customer service group, and recording the group transfer information into a group transfer list;
and the image station is used for accessing the group transfer list at regular time and switching the online consultation message from the client from the first customer service group to the second customer service group of the service side according to the recorded group transfer information.
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Application publication date: 20120711 |