CN104468764B - A kind of tactful dispatching method, apparatus and system - Google Patents

Abstract

The embodiment of the present invention provides a kind of tactful dispatching method, apparatus and system, is related to communication technical field, realize client obtained by service centre same service request content experience it is consistent.Scheme provided by the invention includes：The service request information sent by receiving the first channel；Service request information includes service request content；First channel is any one channel interacted with the first tactful dispatching device；Obtain the first tactful prediction scheme corresponding to service request content；Wherein, the first tactful prediction scheme and the tactful prediction scheme that first channel currently performs are non-exclusive；The service strategy set of first channel corresponding to first tactful prediction scheme is sent to the first channel.The present invention, which is used for service strategy, to dispatch.

Description

A kind of tactful dispatching method, apparatus and system

Technical field

The present invention relates to communication technical field, more particularly to a kind of tactful dispatching method, apparatus and system.

Background technology

With the development of enterprise or client of operator scale and business, the portfolio sustainable growth of service centre, business kind Class is also being continuously increased, and the channel species of service centre is also constantly extending.

Current service center system is by multiple channel (for example, the voice of call center, short message, multimedia, internet Deng channel) respective service strategy is performed, using system resource to offering customers service, for example, voice, short message, multimedia, mutually The channels such as networking；At present, the service strategy that each channel in service center system uses is by one or more department managements, respectively Section office carry out the definition and maintenance of service strategy respectively, and during service centre runs, by each desk work personnel according to Different service scenarios, the scheduling of service strategy is realized by manual mode.

When client accesses service centre, service centre can provide identical service by different channels to client please Content is sought, service centre can also be by the different methods of service in same channel (for example, the outgoing call mode in phone channel And answering mode) to client provide same service request content.

During service centre is to offering customers service, the different canals of same service request content are provided if client Service strategy is by different department managements used by road, or, in the channel that same service request content is provided if client Different methods of service used by service strategy by different department managements, it is (fixed in management of the different department to service strategy Justice, safeguard, scheduling) method of service difference when, there is provided service strategy can used by the different channels of same service request content Can be different, or, there is provided service strategy may not used by the different methods of service in the channel of same service request content Together, client is caused to be obtained in service centre by the different methods of service of different channels or same channel in same service request The service process or service result of appearance are different, so as to cause client to obtain by service centre the experience of same service request content It is inconsistent.

The content of the invention

Embodiments of the invention provide a kind of tactful dispatching method, apparatus and system, are embodied as client and provide same service The different channels of request content or the different methods of service of same channel are using the consistent service strategy of purpose so that client is taking Service process or the service result that same service request content is obtained in business center are identical.

To reach above-mentioned purpose, embodiments of the invention adopt the following technical scheme that：

First aspect, there is provided a kind of tactful dispatching method, applied to the first tactful dispatching device, methods described includes：

Receive the service request information of the first channel transmission；The service request information includes service request content；It is described First channel is any one channel interacted with the described first tactful dispatching device；

Obtain the first tactful prediction scheme corresponding to the service request content；Wherein, the described first tactful prediction scheme and described the The tactful prediction scheme that one channel currently performs is non-exclusive；

The service strategy set of first channel corresponding to described first tactful prediction scheme is sent to first channel.

With reference in a first aspect, in the first possible implementation of first aspect, the service request information is also wrapped Include method of service mark；

Accordingly, the service strategy set by first channel corresponding to the described first tactful prediction scheme is sent to institute The first channel is stated, including：

By in the service strategy set of first channel corresponding to the described first tactful prediction scheme, with the method for service mark Service strategy corresponding to knowledge is sent to first channel.

With reference in a first aspect, in second of possible implementation of first aspect, asked in the acquisition service After seeking the first tactful prediction scheme corresponding to content, methods described also includes：

The service strategy set of second channel corresponding to described first tactful prediction scheme is sent to second channel；Its In, second channel is the channel in addition to first channel interacted with the described first tactful dispatching device.

Second with reference to the possible implementation of the first of first aspect or first aspect or first aspect is possible Implementation, it is described to obtain corresponding to the service request content the in the third possible implementation of first aspect One tactful prediction scheme, including：

Obtain A corresponding to the service request content tactful prediction schemes；The A is more than or equal to 1；

Obtain B tactful prediction schemes for meeting default execution condition in the A tactful prediction schemes；Wherein, the B is more than or waited In 1；The default execution condition is (Key Performance Indicator, the letter of KPI Key Performance Indicator corresponding to tactful prediction scheme Claim KPI) currency of parameter meet corresponding to tactful prediction scheme it is regular；

If the B is equal to 1, and the B tactful prediction schemes and tactful prediction scheme that first channel currently performs are non-exclusive, Then obtain the B tactful prediction schemes.

With reference to the third possible implementation of first aspect, in the 4th kind of possible implementation of first aspect In, methods described also includes：

If the B is more than 1, the tactful prediction scheme currently performed with first channel in the B tactful prediction schemes is first excluded The tactful prediction scheme of mutual exclusion, then obtain the tactful prediction scheme of highest priority.

Second with reference to the possible implementation of the first of first aspect or first aspect or first aspect is possible Implementation, in the 5th kind of possible implementation of first aspect, it is special that the service request information also includes the first client Collection is closed；Wherein, the first client characteristics set includes at least one client characteristics；

Accordingly, the first tactful prediction scheme corresponding to the acquisition service request content, including：

According to the service request content and the first client characteristics set, the first tactful prediction scheme is obtained.

With reference to the 5th kind of possible implementation of first aspect, in the 6th kind of possible implementation of first aspect In, it is described according to the service request content and the first client characteristics set, the first tactful prediction scheme is obtained, including：

Obtain M corresponding to the service request content tactful prediction schemes；Wherein, the M is more than or equal to 1；

Obtain the N number of tactful prediction scheme for meeting default execution condition in the M tactful prediction schemes；Wherein, the N is more than or waited In 1；The default execution condition is that the currency of KPI parameters corresponding to tactful prediction scheme meets regular corresponding to tactful prediction scheme；

Obtain customer type corresponding to the first client characteristics set；

Obtain Z corresponding to the customer type tactful prediction schemes；

Obtain Q tactful prediction schemes of common factor of N number of tactful prediction scheme and the Z tactful prediction schemes；Wherein, the Q is more than Or equal to 1；

If the Q is equal to 1, and the Q tactful prediction schemes and tactful prediction scheme that first channel currently performs are non-exclusive, Then obtain the Q tactful prediction schemes.

With reference to the 6th kind of possible implementation of first aspect, in the 7th kind of possible implementation of first aspect In, methods described also includes：

If the Q is more than 1, the tactful prediction scheme currently performed with first channel in the Q tactful prediction schemes is first excluded The tactful prediction scheme of mutual exclusion, then obtain the tactful prediction scheme of highest priority.

Second aspect, there is provided a kind of tactful dispatching method, applied to the second tactful dispatching device, methods described includes：

According to default execution condition, determine that the second tactful prediction scheme can perform；Wherein, the described second tactful prediction scheme is pre- for strategy Any one in case set；

The service strategy set of 3rd channel corresponding to described second tactful prediction scheme is sent to the 3rd channel； Wherein, the 3rd channel is any one channel in default channel set.

With reference to second aspect, in the first possible implementation of second aspect, the basis presets execution condition, Determine that the second tactful prediction scheme can perform, including：

Obtain the first KPI parameters corresponding to the described second tactful prediction scheme；

Obtain the currency of the first KPI parameters；

If the currency of the first KPI parameters meets preset rules corresponding to the described second tactful prediction scheme, described Two tactful prediction schemes can perform.

With reference to the possible implementation of the first of second aspect or second aspect, second in second aspect is possible In implementation, sent in the service strategy set by the 3rd channel corresponding to the described second tactful prediction scheme to described Before 3rd channel, methods described also includes：

Output indication information；Wherein, the configured information includes the described second tactful prediction scheme；

Receive the response message of operator's input；Wherein, the response message is used to indicate whether to perform second plan Slightly prediction scheme；

If the response message instruction performs the second tactful prediction scheme, perform described by the described second tactful prediction scheme pair The service strategy set for the 3rd channel answered is sent to the 3rd channel.

With reference to second of possible implementation of second aspect, in the third possible implementation of second aspect In, if the response message instruction do not perform the described second tactful prediction scheme, it is described reception operator input response message it Afterwards, methods described also includes：

Receive the policy information of operator's input；Wherein, the policy information, which includes default channel set, includes Each channel service strategy set；

The service strategy set for the 3rd channel that the policy information includes is sent to the 3rd channel.

The third aspect, there is provided a kind of first tactful dispatching device, described device include：

Receiving unit, the service request information sent for receiving the first channel；The service request information includes service Request content；First channel is any one channel interacted with the described first tactful dispatching device；

Acquiring unit, for obtaining the first tactful prediction scheme corresponding to the service request content；Wherein, first strategy Prediction scheme and the tactful prediction scheme that first channel currently performs are non-exclusive；

First transmitting element, for first canal corresponding to the described first tactful prediction scheme for obtaining the acquiring unit The service strategy set in road is sent to first channel.

With reference to the third aspect, in the first possible implementation of the third aspect, the service request information is also wrapped Include method of service mark；

Accordingly, first transmitting element is specifically used for：

By in the service strategy set of first channel corresponding to the described first tactful prediction scheme, with the method for service mark Service strategy corresponding to knowledge is sent to first channel.

With reference to the third aspect, in second of possible implementation of the third aspect, first transmitting element is also used In：

The service strategy set of second channel corresponding to described first tactful prediction scheme is sent to second channel；Its In, second channel is the channel in addition to first channel interacted with the described first tactful dispatching device.

Second with reference to the possible implementation of the first of the third aspect or the third aspect or the third aspect is possible Implementation, in the third possible implementation of the third aspect, the acquiring unit is specifically used for：

Obtain A corresponding to the service request content tactful prediction schemes；The A is more than or equal to 1；

Obtain B tactful prediction schemes for meeting default execution condition in the A tactful prediction schemes；Wherein, the B is more than or waited In 1；The default execution condition is that the currency of KPI parameters corresponding to tactful prediction scheme meets regular corresponding to tactful prediction scheme；

If the B is equal to 1, and the B tactful prediction schemes and tactful prediction scheme that first channel currently performs are non-exclusive, Then obtain the B tactful prediction schemes.

With reference to the third possible implementation of the third aspect, in the 4th kind of possible implementation of the third aspect In, the acquiring unit is additionally operable to：

If the B is more than 1, the tactful prediction scheme currently performed with first channel in the B tactful prediction schemes is first excluded The tactful prediction scheme of mutual exclusion, then obtain the tactful prediction scheme of highest priority.

Second with reference to the possible implementation of the first of the third aspect or the third aspect or the third aspect is possible Implementation, in the 5th kind of possible implementation of the third aspect, it is special that the service request information also includes the first client Collection is closed；Wherein, the first client characteristics set includes at least one client characteristics；

Accordingly, the acquiring unit is specifically used for：

According to the service request content and the first client characteristics set, the first tactful prediction scheme is obtained.

With reference to the 5th kind of possible implementation of the third aspect, in the 6th kind of possible implementation of the third aspect In, the acquiring unit is specifically used for：

Obtain M corresponding to the service request content tactful prediction schemes；Wherein, the M is more than or equal to 1；

Obtain the N number of tactful prediction scheme for meeting default execution condition in the M tactful prediction schemes；Wherein, the N is more than or waited In 1；The default execution condition is that the currency of KPI parameters corresponding to tactful prediction scheme meets regular corresponding to tactful prediction scheme；

Obtain customer type corresponding to the first client characteristics set；

Obtain Z corresponding to the customer type tactful prediction schemes；

Obtain Q tactful prediction schemes of common factor of N number of tactful prediction scheme and the Z tactful prediction schemes；Wherein, the Q is more than Or equal to 1；

If the Q is equal to 1, and the Q tactful prediction schemes and tactful prediction scheme that first channel currently performs are non-exclusive, Then obtain the Q tactful prediction schemes.

With reference to the 6th kind of possible implementation of the third aspect, in the 7th kind of possible implementation of the third aspect In, the acquiring unit is additionally operable to：

If the Q is more than 1, the tactful prediction scheme currently performed with first channel in the Q tactful prediction schemes is first excluded The tactful prediction scheme of mutual exclusion, then obtain the tactful prediction scheme of highest priority.

Fourth aspect, there is provided a kind of second tactful dispatching device, described device include：

Determining unit, for according to default execution condition, determining that the second tactful prediction scheme can perform；Wherein, second plan Slightly prediction scheme is any one in tactful prediction scheme set；

Second transmitting element, for the service strategy set of the 3rd channel corresponding to the described second tactful prediction scheme to be sent out Deliver to the 3rd channel；Wherein, the 3rd channel is any one channel in default channel set.

With reference to fourth aspect, in the first possible implementation of fourth aspect, the determining unit is specifically used for：

Obtain the first KPI parameters corresponding to the described second tactful prediction scheme；

Obtain the currency of the first KPI parameters；

If the currency of the first KPI parameters meets preset rules corresponding to the described second tactful prediction scheme, described Two tactful prediction schemes can perform.

With reference to the possible implementation of the first of fourth aspect or fourth aspect, second in fourth aspect is possible In implementation, the second tactful dispatching device also includes：

Output unit, in second transmitting element by the 3rd channel corresponding to the described second tactful prediction scheme Service strategy set is sent to before the 3rd channel, output indication information；

First receiving unit, for receiving the response message of operator's input；Wherein, the response message is for instruction It is no to perform the second tactful prediction scheme；

Second transmitting element is additionally operable to, if the response message instruction that first receiving unit receives performs institute The second tactful prediction scheme is stated, then is sent the service strategy set of the 3rd channel corresponding to the described second tactful prediction scheme to described 3rd channel.

With reference to second of possible implementation of fourth aspect, in the third possible implementation of fourth aspect In, the second tactful dispatching device also includes：

Second receiving unit, for receiving the policy information of operator's input；Wherein, the policy information includes pre- If the service strategy set for each channel that channel set includes；

Second transmitting element is additionally operable to, the institute that the policy information that second receiving unit receives is included The service strategy set for stating the 3rd channel is sent to the 3rd channel.

5th aspect, there is provided a kind of tactful scheduling system, including：

The first tactful dispatching device as described in the third aspect or any of the above-described kind of possible implementation or the such as the 4th The second tactful dispatching device described in aspect or any of the above-described kind of possible implementation；

At least one channel server, the channel server are used to receive the described first tactful dispatching device or the second plan The service strategy that slightly dispatching device is sent.

The embodiment of the present invention provides a kind of tactful dispatching method, apparatus and system, the clothes sent by receiving the first channel Business request message；Service request information includes service request content；First channel is times interacted with the first tactful dispatching device One channel；Obtain the first tactful prediction scheme corresponding to service request content；Wherein, the first tactful prediction scheme is worked as with first channel The tactful prediction scheme of preceding execution is non-exclusive；The service strategy set of first channel corresponding to first tactful prediction scheme is sent to the first canal Road.Because the first tactful prediction scheme of acquisition is tactful prediction scheme that is corresponding with service request content and currently being performed with the first channel It is non-exclusive, therefore, when client is by the different channel of service centre, or passes through the different methods of service of same channel and ask During same service request content, the first tactful dispatching device can get same tactful prediction scheme according to service request content, And then service strategy corresponding with the tactful prediction scheme of acquisition is sent to the channel of request；That is, no matter client passes through clothes The different channel request service in business center, or service is asked by the different methods of service of same channel, as long as request is same Individual service request content, it is that the service strategy of customer service is corresponding with same tactful prediction scheme, as client provides same service The different channels of request content or the different methods of service of same channel are using the consistent service strategy of purpose so that client is taking It is identical that service process or the service result of same service request content are obtained in business center, and then causes client to pass through service centre It is consistent to obtain the experience of same service request content, solves in the prior art, client passes through different channels in service centre Or the service process or service result of the same service request content of the different methods of service acquisition of same channel are different, so as to lead Cause client by service centre obtain same service request content experience it is inconsistent the problem of.

Brief description of the drawings

In order to illustrate the technical solution of the embodiments of the present invention more clearly, below will be in embodiment or description of the prior art The required accompanying drawing used is briefly described, it should be apparent that, drawings in the following description are only some realities of the present invention Example is applied, for those of ordinary skill in the art, on the premise of not paying creative work, can also be according to these accompanying drawings Obtain other accompanying drawings.

Fig. 1 is a kind of schematic flow sheet for tactful dispatching method that the embodiment of the present invention one provides；

Fig. 2 is a kind of schematic flow sheet for tactful dispatching method that the embodiment of the present invention two provides；

Fig. 3 is a kind of method flow schematic diagram for the first tactful prediction scheme of acquisition that the embodiment of the present invention two provides；

Fig. 4 is another method flow schematic diagram for obtaining the first tactful prediction scheme that the embodiment of the present invention two provides；

Fig. 5 is a kind of schematic flow sheet for tactful dispatching method that the embodiment of the present invention three provides；

Fig. 6 is a kind of schematic flow sheet for tactful dispatching method that the embodiment of the present invention four provides；

Fig. 7 is a kind of schematic flow sheet for tactful dispatching method that the embodiment of the present invention five provides；

Fig. 8 is a kind of schematic flow sheet for tactful dispatching method that the embodiment of the present invention six provides；

Fig. 9 is the tactful dispatching device structural representation of one kind first that the embodiment of the present invention seven provides；

Figure 10 is the tactful dispatching device structural representation of one kind second that the embodiment of the present invention eight provides；

Figure 11 is the tactful dispatching device structural representation of another kind second that the embodiment of the present invention eight provides；

Figure 12 is the tactful dispatching device structural representation of one kind first that the embodiment of the present invention nine provides；

Figure 13 is the tactful dispatching device structural representation of one kind second that the embodiment of the present invention ten provides；

Figure 14 is the tactful dispatching device structural representation of another kind second that the embodiment of the present invention ten provides；

Figure 15 is one kind strategy scheduling system structure diagram that the embodiment of the present invention 11 provides；

Figure 16 is the another kind strategy scheduling system structure diagram that the embodiment of the present invention 11 provides.

Embodiment

Below in conjunction with the accompanying drawing in the embodiment of the present invention, the technical scheme in the embodiment of the present invention is carried out clear, complete Site preparation describes, it is clear that described embodiment is only part of the embodiment of the present invention, rather than whole embodiments.It is based on Embodiment in the present invention, those of ordinary skill in the art are obtained every other under the premise of creative work is not made Embodiment, belong to the scope of protection of the invention.

Embodiment one

The embodiment of the present invention one provides a kind of tactful dispatching method, and applied to the first tactful dispatching device, the first strategy is adjusted It is server or database to spend device；As shown in figure 1, this method can include：

S101, receive the service request information that the first channel is sent；

Wherein, service request information includes service request content；First channel is what is interacted with the first tactful dispatching device Any one channel；

Channel refers to the access form of service centre, and channel can include but is not limited to voice channel, short message channel, more matchmakers Body channel, internet channels etc., the present invention limit for the form of the first channel without specific；

A variety of methods of service can be included in same channel, for example, in phone channel, outgoing call mode (electricity can be included Talk about channel staff actively made a phone call to client), answering mode (staff of phone channel answers the phone of client) Deng；

The service request content that service request information includes refers to that needs when client triggers the service request information obtain Service content；For example, service request content can be inquiry telephone expenses, Trouble call etc.；

Optionally, service request information can directly include service request content；Flow nodes information can also be included, led to Cross flow nodal information instruction service request content；

It should be noted that for identical service request content, the flow nodes information of different channels may be different, this Invention is limited without specific this.

It should be noted that service request information includes flow nodes information, can be by flow nodes information come corresponding Service request content, the flow nodes information of identical purpose can correspond to same service request content, without considering flow Whether the content of nodal information in itself is identical；

Further, when service request information includes flow nodes information, flow section that service request information includes Point information can be corresponding to flow nodes trigger point numbering or flow nodes actual content, the present invention to this not Specifically limited；

Wherein, flow nodes are the portions of operation trace of the user during service is obtained by the channel of service centre Point or whole nodes, and flow nodes information comprise at least user by the channel of service centre obtain service during The node that user is presently in.

Each flow nodes correspond to only one trigger point numbering in internal system, and the trigger point numbering of flow nodes is this Flow nodes are in numbering corresponding to internal system；Trigger point numbering can be set according to actual conditions, and the present invention is to triggering The form of point numbering does not limit with content.

Preferably, all operation traces before flow nodes are the present nodes in user's operating process；

For example, the key trajectory that user is obtained during service by the phone channel of service centre includes：1、3、2、 1st, 5, flow nodes corresponding to the key trajectory are 1-3-2-1-5, and the flow nodes correspond to only one triggering and compiled in systems Number " 48938Fad78900 ", now, the service request information that phone channel is sent can include trigger point corresponding to flow nodes Number " 48938Fad78900 ".

Exemplary, client carries out the flow section of service request content (inquiry telephone expenses) by phone channel and short message channel Point information may differ, for example, the flow nodes that phone channel carries out service request content (inquiry telephone expenses) are " 1-3-4 ", And the flow nodes that short message channel carries out service request content (inquiry telephone expenses) are " 0-1-2 ", then, if client passes through the two When channel all carries out service request content (inquiry telephone expenses), the stream that the service request information that two channels are sent includes is received Journey nodal information is then different, and service request content (inquiry telephone expenses) phase corresponding to the service request information that the two channels are sent Together.

It should be noted that service request information can be the form of signaling, or the form of message；The present invention is right Limited in the form of service request information without specific；Can be existing presence when service request information is signalling format Signaling, or newly-installed signaling, the present invention for the signaling of service request information type also without specific limit It is fixed.

S102, obtain the first tactful prediction scheme corresponding to service request content；

Wherein, the first tactful prediction scheme and the tactful prediction scheme that the first channel currently performs are non-exclusive, i.e., the first tactful prediction scheme and The tactful prediction scheme that first channel currently performs can perform simultaneously.

It should be noted that the corresponding relation of service request content and tactful prediction scheme, can use default database real It is existing, it can be obtained by searching data storehouse when obtaining；Certainly, service request content can also with the corresponding relation of tactful prediction scheme Realize otherwise, the present invention is limited without specific this.

Specifically, tactful prediction scheme is a default service plan in system, plan could be realized by performing service strategy The slightly execution of prediction scheme；Tactful prediction scheme corresponds to each channel and realizes identical purpose similar to an index, each tactful prediction scheme Service strategy；

Service strategy is that the parameter required for the specific method of implementation strategy prediction scheme, including implementation strategy prediction scheme walks with specific Suddenly.

Exemplary, " Trouble call " tactful prediction scheme is a default service plan in system, can be in Trouble call Performed when rate is high, it is therefore an objective to allow client quickly to carry out Trouble call；

The service strategy of phone channel can be corresponding to the tactful prediction scheme of exemplary, Trouble call "：Call and sequentially broadcast Put voice resource 6, voice resource 8, voice resource 15；

Wherein, the content of voice resource 6 is：Trouble call is please by 1；The content of voice resource 8 is：Telephone expenses are inquired about please by 2； The content of voice resource 15 is：Manual service is please by 3.

The service strategy of short message channel can be corresponding to the tactful prediction scheme of exemplary, Trouble call "：Call and to client Transmission order includes textual resources 9, this paper resources 2, textual resources 0；

Wherein, the content of textual resources 9 is：Reply 1 Trouble call；The content of this paper resources 2 is：Reply the inquiry of 2 telephone expenses； The content of textual resources 0 is：Reply 3 manual services.

It should be noted that above-mentioned example is merely illustrative tactful prediction scheme and service strategy, it is not to tactful prediction scheme And the restriction of the form and content of service strategy.

Because the different methods of service of different channels or same channel perform the resource of identical service strategy calling not The form of the recognizable service strategy of same, different channels is different, therefore, different channels or same corresponding to same tactful prediction scheme The service strategy content (form and the resource or the resource of calling called) of the different methods of service of channel is different, still, holds The purpose of the service strategy of the different methods of service of different channels or same channel and service corresponding to the same tactful prediction scheme of row Process is all identical.

It should be noted that multiple tactful prediction schemes can be preset in system；

Further, there may be mutex relation between multiple tactful prediction schemes, the tactful prediction scheme of mutual exclusion refers to conflicting Tactful prediction scheme；If two tactful prediction scheme mutual exclusions, the two tactful prediction scheme purposes are different, complete task result and/or Process is also different, if both perform simultaneously, both influence each other, and cause both cisco unity malfunctions；

Exemplary, the scheme of tactful prediction scheme 1 is：" A rate preferential 10% " are applied, the scheme of tactful prediction scheme 2 is： " A rate preferential 8% " are applied, i.e., the rate using A can be provided the user according to tactful prediction scheme 1 and tactful prediction scheme 2 Preferential situation, but the information provided the user is conflicting, then both tactful prediction schemes are the tactful prediction scheme of mutual exclusion.

It should be noted that for the mutex relation between multiple tactful prediction schemes, preservation can be preset in systems, It can also obtain by other means, the present invention is to this without the specific effect for limiting, nor affecting on the present invention.

Optionally, the tactful prediction scheme that the first channel currently performs, preservation inside the first tactful dispatching device can be passed through Data acquisition, or obtain by other means, the tactful prediction scheme that the present invention currently performs for obtaining the first channel it is specific Mode is without limiting.

It should be noted that in the application of reality, tactful prediction scheme can be set according to being actually needed；The present invention is to strategy The content of prediction scheme is not specifically limited.

S103, the service strategy set of the first channel corresponding to the first tactful prediction scheme sent to the first channel.

Optionally, tactful prediction scheme and service strategy corresponding with tactful prediction scheme can be preset and protected in the form of policy library Deposit, when needing to obtain, direct query strategy storehouse obtains.

Preferably, at least one tactful prediction scheme and corresponding with least one tactful prediction scheme can be included in policy library Each channel service strategy set；First channel corresponding to first tactful prediction scheme can be obtained by query strategy storehouse Service strategy set；

Exemplary, policy library can store in table form, as shown in table 1, illustrate a kind of Unified Policy storehouse：

Table 1

It should be noted that table 1 simply illustrates Unified Policy storehouse in table form, it is not the shape to Unified Policy storehouse The restriction of formula, certainly, Unified Policy storehouse can also be stored in the form of other, and the present invention is not specifically limited to this.

Wherein, the tactful prediction scheme that policy library includes, can be tactful prediction scheme mark or tactful prediction scheme it is interior Hold, or other can uniquely distinguish the information of tactful prediction scheme, the present invention is limited without specific this.

It should be noted that the service strategy set of the first channel corresponding to the first tactful prediction scheme is sent to the first canal Road, it can be sent in the form of signaling, or the form of message is sent；The present invention is for by corresponding to the first tactful prediction scheme The service strategy set of first channel sends to the mode of the first channel and not limited.

It should be noted that the first tactful dispatching device sends the first tactful prediction scheme corresponding with service strategy set to channel Afterwards, channel server receives the merging of service strategy collection and performed；Channel server receives service strategy collection and merges the process sheet performed Invention is limited without specific this.

The embodiment of the present invention provides a kind of tactful dispatching method, the service request information sent by receiving the first channel； Service request information includes service request content；First channel is any one channel interacted with the first tactful dispatching device；Obtain Take the first tactful prediction scheme corresponding to service request content；Wherein, the plan that the first tactful prediction scheme currently performs with first channel Slightly prediction scheme is non-exclusive；The service strategy set of first channel corresponding to first tactful prediction scheme is sent to the first channel.Due to obtaining The the first tactful prediction scheme taken be it is corresponding with service request content and non-exclusive with tactful prediction scheme that the first channel currently performs, Therefore, when client is by the different channel of service centre, or passes through the different methods of service of same channel and ask same service During request content, the first tactful dispatching device can get same tactful prediction scheme according to service request content, and then will be with Service strategy corresponding to the tactful prediction scheme of acquisition is sent to the channel of request；That is, no matter client by service centre not Same channel request service, or service is asked by the different methods of service of same channel, as long as asking same service to be asked Content is sought, is that the service strategy of customer service is corresponding with same tactful prediction scheme, as client provides same service request content Different channels or same channel different methods of service using the consistent service strategy of purpose so that client is in service centre It is identical to obtain service process or the service result of same service request content, and then it is same make it that client is obtained by service centre The experience of service request content is consistent, solves in the prior art, and client passes through different channels or same canal in service centre The service process or service result for the same service request content that the different methods of service in road obtain are different, so as to cause client to be led to Cross service centre obtain same service request content experience it is inconsistent the problem of.

Embodiment two

The embodiment of the present invention two provides a kind of tactful dispatching method, applied to the first tactful dispatching device, as shown in Fig. 2 This method can include：

S201, receive the service request information that the first channel is sent；

Wherein, service request information includes service request content；First channel is what is interacted with the first tactful dispatching device Any one channel.

Optionally, service request information can also include the first client characteristics set；Wherein, the first client characteristics set bag Include at least one client characteristics.

Wherein, the first client characteristics set that service request information includes be send the service request information channel work as At least one characteristic information of preceding accessing user；

Exemplary, the first client characteristics set comprises at least customer ID (customer telephone number)；First client characteristics Set can also include client's present flow rate service condition, client when month to date telephone expenses, client's this month to date duration of call etc.；

It should be noted that client characteristics included in the first client characteristics set can be set according to the actual requirements, The present invention is limited without specific this.

S202, obtain the first tactful prediction scheme corresponding to service request content；

Wherein, the first tactful prediction scheme and the tactful prediction scheme that the first channel currently performs are non-exclusive.

S203, the service strategy set of the first channel corresponding to the first tactful prediction scheme sent to the first channel；

Optionally, the service strategy set of the first channel corresponding to the first tactful prediction scheme is sent to first channel, Following two kinds of situations can specifically be included：

The first situation：By all service strategies in the service strategy set of the first channel corresponding to the first tactful prediction scheme All send to the first channel；

Second of situation：Service request information also includes method of service and identified；

The method of service in a channel can be uniquely determined by method of service mark, method of service mark can use word Symbol or other numberings represent；

It should be noted that in actual applications, the form of the mark of method of service can be set according to the actual requirements, this Invention is not specifically limited to this.

In second of situation, the service strategy set of the first channel corresponding to the first tactful prediction scheme is sent to the first canal Road, it can include：

By in the service strategy set of the first channel corresponding to the first tactful prediction scheme, service corresponding with method of service mark Strategy is sent to the first channel.

It is exemplary, if user is by Please ring for assistance the of that month preferential situation of telephone expenses, the first strategy scheduling of phone channel Device gets tactful prediction scheme 1 by S201, S202；

The service strategy set of phone channel includes corresponding to tactful prediction scheme 1：The service strategy of outgoing call method of service is Service strategy 1, the service strategy of active access service mode is service strategy 4；

If the service request information that the first tactful dispatching device receives in S201 includes active access service mode Mark, the first tactful dispatching device then only send service strategy 4 to phone channel.

Further alternative, after the first tactful prediction scheme corresponding to service request content is obtained, this method can also wrap Include：

S204, the service strategy set of the second channel corresponding to the first tactful prediction scheme sent to the second channel.

Wherein, the second channel is the channel in addition to the first channel interacted with the first tactful dispatching device.

Further, the content included in S202 according to service request information, obtain the corresponding to service request content One tactful prediction scheme can have following two kinds of situations：

The first situation：Service request information includes service request content；

In the first scenario, as shown in figure 3, the step of obtaining the first tactful prediction scheme corresponding to service request content (S202), can include：

S301, obtain A tactful prediction schemes corresponding to service request content；

Wherein, A is more than or equal to 1；

Optionally, a service request content can correspond to one or more tactful prediction schemes；And with a service request Tactful prediction scheme corresponding to content is the tactful prediction scheme closely related with the service request content；

It should be noted that during practical application, specific service request content is corresponding with tactful prediction scheme to close System, can be set according to the actual requirements, and the present invention is limited without specific this.

Optionally, it is default can be stored in first for service request content and tactful prediction scheme corresponding with service request content In database；It can be obtained in the first presetting database by inquiring about the first presetting database, it is corresponding with service request content A tactful prediction schemes；Wherein, the first presetting database includes at least one service request content and please with least one service Seek tactful prediction scheme corresponding to content；

Exemplary, the first presetting database can store in table form, as shown in table 2, illustrate one kind first Presetting database：

Table 2

Service request content	Tactful prediction scheme
		Service request content 1	Tactful prediction scheme 1, tactful prediction scheme 3 ...
Service request content 2	Tactful prediction scheme 5, tactful prediction scheme 10 ...

Service request content 3	Tactful prediction scheme 5, tactful prediction scheme 3 ...
		……	……

It should be noted that table 2 simply illustrates the first presetting database in table form, it is not to the first present count According to the restriction of the form in storehouse, certain first presetting database can also be stored in the form of other, and the present invention does not do specific to this Limit.

It should also be noted that, the tactful prediction scheme that the first presetting database includes, it can be the mark of tactful prediction scheme, also may be used To be the content of tactful prediction scheme, or other can uniquely distinguish the information of tactful prediction scheme, and the present invention is to this without specific limit It is fixed.

S302, obtain B tactful prediction schemes for meeting default execution condition in A tactful prediction schemes；

Wherein, B is more than or equal to 1；Default execution condition meets strategy for the currency of KPI parameters corresponding to tactful prediction scheme It is regular corresponding to prediction scheme；

Specifically, each tactful prediction scheme has its corresponding KPI parameter and rule；It is regular corresponding to one tactful prediction scheme, When being that the tactful prediction scheme is executable, condition that KPI parameters corresponding to the tactful prediction scheme need to meet；

It should be noted that KPI parameters and rule corresponding to tactful prediction scheme, can be according to the actual requirements in the default strategy Set during prediction scheme, the present invention is for KPI parameters corresponding to tactful prediction scheme and regular particular content and form without limiting.

KPI parameters refer to channel telephone traffic characteristic, characterize the real time status of channel performance and channel processing business；

Exemplary, the KPI parameters of phone channel can include：Turn artificial answer success rate, be averagely lined up duration etc..

It is exemplary, KPI parameters corresponding to tactful prediction scheme " failure registration " be " short message Trouble call amount in one hour ", " GPRS Trouble calls amount in one hour "；Rule corresponding to tactful prediction scheme " failure registration " is：" short message Trouble call in one hour Amount is more than 100 " or " GPRS Trouble calls amount is more than 100 " in one hour.

Specifically, when default execution condition can be that the currency of KPI parameters corresponding to tactful prediction scheme meets tactful prediction scheme Corresponding rule, for the first tactful prediction scheme, judge whether the first tactful prediction scheme meets that the process of default execution condition can wrap Include following step A~step D：

Step A, the first KPI parameters corresponding to the second tactful prediction scheme are obtained；

Wherein, the first KPI parameters are any one in KPI parameters corresponding to the second tactful prediction scheme, are not to second The restriction of the quantity of KPI parameters corresponding to tactful prediction scheme.

Optionally, KPI parameters corresponding to tactful prediction scheme and tactful prediction scheme can be stored in the second presetting database；Can By inquiring about the second presetting database, to obtain in the second presetting database, the first KPI parameters corresponding to the first tactful prediction scheme； Second presetting database includes at least one tactful prediction scheme and KPI parameters corresponding with least one tactful prediction scheme.

Exemplary, the second presetting database can store in table form, as shown in table 3, illustrate one kind second Presetting database：

Table 3

Tactful prediction scheme	KPI parameters corresponding to tactful prediction scheme
		Tactful prediction scheme 1	KPI parameters 1, KPI parameters 2 ...
Tactful prediction scheme 2	KPI parameters 3, KPI parameters 5 ...
		Tactful prediction scheme 3	KPI parameters 6, KPI parameters 8 ...
……	……

It should also be noted that, table 3 simply illustrates the second presetting database in table form, it is not default to second The restriction of the form of database, certain second presetting database can also be stored in the form of other, and the present invention is not limited this It is fixed.

Step B, the currency of the first KPI parameters is obtained；

Optionally, KPI parameters currency can be stored in policy contexts, by query strategy context, with regard to that can obtain Take the currency of KPI parameters；Wherein, policy contexts are a default database, and policy contexts can include at least one The currency of individual KPI parameters；

Exemplary, policy contexts can store in table form, as shown in table 4, illustrate a kind of strategy up and down Text：

Table 4

KPI parameters	The currency of KPI parameters
		KPI parameters 1	10%
KPI parameters 2	50
		KPI parameters 3	45
……	……

It should also be noted that, table 4 simply illustrates policy contexts in table form, it is not to policy contexts The restriction of form, certain policy contexts can also be stored in the form of other, and the present invention is not specifically limited to this.

Step C, rule corresponding to the first tactful prediction scheme is obtained；

Optionally, rule corresponding to tactful prediction scheme and tactful prediction scheme can be stored in the 3rd presetting database, can be with By inquiring about the 3rd presetting database, obtain in the 3rd presetting database, it is regular corresponding to the first tactful prediction scheme；Wherein, the 3rd Presetting database is including at least one tactful prediction scheme and corresponding with least one tactful prediction scheme regular.

Exemplary, the 3rd presetting database can store in table form, as shown in table 5, illustrate one kind the 3rd Presetting database：

Table 5

Tactful prediction scheme	Rule
		Tactful prediction scheme 1	Rule 1
Tactful prediction scheme 2	Rule 2
		Tactful prediction scheme 3	Rule 3
……	……

It should be noted that table 5 simply illustrates the 3rd presetting database in table form, it is not to the 3rd present count According to the restriction of the form in storehouse, certain 3rd presetting database can also be stored in the form of other, and the present invention does not do specific to this Limit.

It should also be noted that, in actual applications, above-mentioned second presetting database and the 3rd presetting database can close And a presetting database is arranged to, it can also be provided separately as separate database, the present invention is to this without specific Limit.

If step D, the currency of the first KPI parameters meets rule, the second tactful prediction scheme corresponding to the first tactful prediction scheme Executable, i.e., the second tactful prediction scheme meets default executing rule.

Exemplary, KPI parameters " short message Trouble call amount in one hour " corresponding to tactful prediction scheme " failure registration " are worked as Preceding value is 120, meets that " short message Trouble call amount is more than 100 " to rule corresponding to tactful prediction scheme " failure registration " in one hour, then Tactful prediction scheme " failure registration " meets default execution condition.

S303, judge whether B is 1；

Specifically, if so, then perform S304；

If it is not, then perform S305.

If S304, B tactful prediction schemes and the tactful prediction scheme that the first channel currently performs are non-exclusive, this B strategy is obtained Prediction scheme；

Optionally, the mutex relation of tactful prediction scheme can be stored in default mutual exclusion database；Can be by inquiring about mutual exclusion Database determination strategy prediction scheme whether mutual exclusion.

Exemplary, default mutual exclusion database can store in table form, as shown in table 6, illustrate a kind of default Mutual exclusion database：

Table 6

It should be noted that table 6 simply illustrates default mutual exclusion database in table form, it is not to mutual exclusion database Form restriction, certain mutual exclusion database can also be stored in the form of other, and the present invention is not specifically limited to this.

Exemplary, illustrated by taking phone channel as an example, it is assumed that receive the service request information of phone channel transmission (including service request content " the preferential situation of inquiry this month flow "), obtains in S301 and (inquires about this with service request content The preferential situation of month flow) corresponding to A=10 tactful prediction schemes；

Each strategy in this 10 tactful prediction schemes is obtained in S302 and meets that B=1 strategy of default execution condition is pre- Case, and determine that this B=1 tactful prediction schemes and the tactful prediction scheme that phone channel currently performs are non-exclusive, then obtain this B=1 plan Slightly prediction scheme.

It should be noted that during practical application, if B is equal to 1, and B tactful prediction schemes and the first channel are current The tactful prediction scheme mutual exclusion of execution, the first tactful dispatching device can stop obtaining the first tactful prediction scheme, re-execute S201, this Sample, the first channel then continue executing with the tactful prediction scheme currently performed.

The tactful prediction scheme of the tactful prediction scheme mutual exclusion currently performed with the first channel in B S305, first exclusion tactful prediction schemes, then Obtain the tactful prediction scheme of highest priority.

Optionally, the tactful prediction scheme of tactful prediction scheme mutual exclusion currently performed with the first channel in B tactful prediction schemes, bag are excluded Include：

According to default mutual exclusion database, judge each tactful prediction scheme in B tactful prediction schemes with the first channel just respectively Execution tactful prediction scheme whether mutual exclusion, the tactful prediction scheme of the tactful prediction scheme mutual exclusion being carrying out with the first channel is excluded；

Exemplary, illustrated by taking phone channel as an example, it is assumed that receive the service request information of phone channel transmission (including service request content " Trouble call "), it is individual that A=10 corresponding with service request content " Trouble call " is obtained in S301 Tactful prediction scheme；

Judge whether each tactful prediction scheme meets that default execution condition (is held in this 10 tactful prediction schemes respectively in S302 Row step A~step D), B=5 tactful prediction schemes for meeting default execution condition in this 10 tactful prediction schemes are obtained, are designated as respectively Tactful prediction scheme 1~tactful prediction scheme 5；

Assuming that the mutual exclusion of tactful prediction scheme 8 currently performed with phone channel according to default mutual exclusion database, tactful prediction scheme 1, then Solve Problem prediction scheme 1；Assuming that the priority of tactful prediction scheme 1~tactful prediction scheme 5 is incremented by successively, therefore, from remaining tactful prediction scheme 2nd, in tactful prediction scheme 3, tactful prediction scheme 4, tactful prediction scheme 5, the tactful prediction scheme 5 of highest priority is obtained.

Second of situation：Service request information includes service request content and the first client characteristics；

In the latter case, the step of obtaining the first tactful prediction scheme corresponding to service request content (S202), can wrap Include：

According to service request content and the first client characteristics set, the first tactful prediction scheme is obtained；

Specifically, as shown in figure 4, according to service request content and the first client characteristics set, the first tactful prediction scheme is obtained, It can include：

S401, obtain M tactful prediction schemes corresponding to service request content；

Wherein, M is more than or equal to 1.

It should be noted that S401 is identical with S301 implementation procedure, no longer repeated herein.

S402, obtain the N number of tactful prediction scheme for meeting default execution condition in M tactful prediction schemes；

Wherein, N is more than or equal to 1；Default execution condition meets strategy for the currency of KPI parameters corresponding to tactful prediction scheme It is regular corresponding to prediction scheme.

It should be noted that S402 is identical with S302 implementation procedure, no longer repeated herein.

S403, obtain customer type corresponding to the first client characteristics set；

Specifically, customer type corresponding to obtaining the first client characteristics set, can be realized by following two modes：

Mode 1, obtain customer type corresponding to the first client characteristics set；

Wherein, customer type corresponding to the first client characteristics set and the first client characteristics set can be stored in the 4th In presetting database；By searching the 4th presetting database, customer type corresponding to the first client characteristics set is obtained；Wherein, 4th presetting database includes at least one first client characteristics set and corresponding with least one first client characteristics set Customer type；

Exemplary, the 4th presetting database in mode 1 can store in table form, as shown in table 7, illustrate A kind of 4th presetting database：

Table 7

First client characteristics set	Customer type
		First client characteristics set 1	Customer type 1
First client characteristics set 2	Customer type 2
		First client characteristics set 3	Customer type 3
……	……

It should be noted that table 7 simply illustrates the 4th presetting database in table form, it is not to the 4th present count According to the restriction of the form in storehouse, certain 4th presetting database can also be stored in the form of other, and the present invention does not do specific to this Limit.

Mode 2, the second client characteristics set corresponding to the first client characteristics set is obtained, then obtained and the first client characteristics Customer type corresponding to set and the second client characteristics set；

Wherein, the second client characteristics set can include：Customer telephone number, customer historical complaint amount, client's set meal class Type etc..

Optionally, the first client characteristics set can pass through one or more client characteristics phases with the second client characteristics set Mutual correlation, the client characteristics referred to as associated；Accordingly, associated client feature can be included in policy contexts and with associating visitor Second client characteristics set corresponding to the feature of family；

Preferably, associated client is characterized as customer telephone number.

It should be noted that in actual applications, can be according to being actually needed, keeper is from external system by the second visitor Family characteristic set is imported into client characteristics collective database.

Therefore, the second client characteristics set corresponding to the first client characteristics set of acquisition, can be according to the first client characteristics One or more associated client feature in set, client characteristics collective database is inquired about, obtained and the first client characteristics collection Second client characteristics set corresponding to one or more associated client feature in conjunction；

Exemplary, it is assumed that the first client characteristics set and the second client characteristics set all include customer telephone number, visitor Family telephone number is associated client feature, therefore, can inquire about visitor according to the customer telephone number in the first client characteristics set Family characteristic set database, obtain the second client characteristics set corresponding with the customer telephone number.

Optionally, customer type corresponding to the first client characteristics set and the second client characteristics set can be stored in the 4th In presetting database；By searching the 4th presetting database, the first client characteristics set and the second client characteristics set pair are obtained The customer type answered；Wherein, the 4th presetting database includes at least one first client characteristics set and the second client characteristics collection Conjunction and customer type corresponding with least one first client characteristics set and the second client characteristics set；

Exemplary, the 4th presetting database in mode 2 can store in table form, as shown in table 8, illustrate A kind of 4th presetting database：

Table 8

It should be noted that table 8 simply illustrates the 4th presetting database in table form, it is not to the 4th present count According to the restriction of the form in storehouse, certain 4th presetting database can also be stored in the form of other, and the present invention does not do specific to this Limit.

It should be noted that customer type characterizes the business custom of client and the business-level of client, can be by not Customer type is divided with mode, for example, can be according to type of service that client uses, consumption level of client etc. to visitor Family carries out Type division；In actual applications, customer type can be divided in different ways according to being actually needed； When the dividing mode difference of customer type, the first client characteristics set corresponding to customer type, the first client characteristics set and The content of second client characteristics set is then different；The present invention is for the first client corresponding to the form of customer type, customer type The content of characteristic set, the first client characteristics set and the second client characteristics set limits without specific.

It should also be noted that, S402 and S403 execution sequencing does not limit, can perform simultaneously, can also be first After perform, the present invention is limited without specific this.

S404, acquisition Z tactful prediction scheme corresponding with customer type；

Wherein, tactful prediction scheme corresponding with a kind of customer type is and the customer type matching degree highest strategy prediction scheme；

It should be noted that during practical application, closed for specific customer type is corresponding with tactful prediction scheme System, can be set according to the actual requirements, and the present invention is limited without specific this.

Optionally, a kind of customer type can correspond to one or more tactful prediction schemes, customer type and and customer type Corresponding tactful prediction scheme can be stored in the 5th presetting database；

By inquiring about the 5th presetting database, Z corresponding with customer type tactful prediction schemes can be obtained；Wherein, the 5th Presetting database includes at least one customer type and tactful prediction scheme corresponding with least one customer type.

Exemplary, the 5th presetting database can store in table form, as shown in table 9, illustrate one kind the 5th Presetting database：

Table 9

Customer type	Tactful prediction scheme
		Customer type 1	Tactful prediction scheme 1, tactful prediction scheme 5 ...
Customer type 2	Tactful prediction scheme 3, tactful prediction scheme 8 ...
		Customer type 3	Tactful prediction scheme 5, tactful prediction scheme 12 ...
	……

It should be noted that table 9 simply illustrates the 5th presetting database in table form, it is not to the 5th present count According to the restriction of the form in storehouse, certain 5th presetting database can also be stored in the form of other, and the present invention does not do specific to this Limit.

It should also be noted that, the database occurred in all embodiments of the invention, partly or completely database can To exist in the form of a database, you can to carry out selectivity to partly or completely database according to the actual needs Merge, the present invention is not specifically limited to this.

S405, the Q tactful prediction schemes of common factor for obtaining N number of tactful prediction scheme and Z tactful prediction schemes；

Wherein, Q is more than or equal to 1.

S406, judge whether Q is 1；

Specifically, if so, then perform S407；

If it is not, then perform S408.

If S407, Q tactful prediction schemes and the tactful prediction scheme that the first channel currently performs are non-exclusive, it is pre- to obtain Q strategy Case；

Exemplary, illustrated by taking phone channel as an example, it is assumed that receive the service request information of phone channel transmission (including service request content " query flows "), obtain in S401 corresponding to service request content " query flows " M=8 it is tactful Prediction scheme；

N=4 tactful prediction schemes for meeting default execution condition in this 8 tactful prediction schemes are obtained in S402, are designated as respectively Tactful prediction scheme A, tactful prediction scheme B, tactful prediction scheme C, tactful prediction scheme D；

In S404, Z=4 tactful prediction schemes corresponding to customer type are obtained, are designated as tactful prediction scheme D, tactful prediction scheme respectively E, tactful prediction scheme F, tactful prediction scheme G；

Obtain N=4 tactful prediction schemes (tactful prediction scheme A, tactful prediction scheme B, tactful prediction scheme C, tactful prediction scheme D) and Z=4 plan Slightly Q=1 tactful prediction scheme (tactful prediction schemes of the common factor of prediction scheme (tactful prediction scheme D, tactful prediction scheme E, tactful prediction scheme F, tactful prediction scheme G) D)；

If tactful prediction scheme D and the tactful prediction scheme that phone channel currently performs are non-exclusive, acquisition strategy prediction scheme D.

It should be noted that during practical application, if Q is equal to 1, and Q tactful prediction schemes and the first channel are current The tactful prediction scheme mutual exclusion of execution, then the first tactful dispatching device then stop select the first tactful prediction scheme, re-execute S201, this Sample, the first channel then continue executing with the tactful prediction scheme being carrying out.

The tactful prediction scheme of the tactful prediction scheme mutual exclusion currently performed with the first channel in Q S408, first exclusion tactful prediction schemes, then Obtain the tactful prediction scheme of highest priority.

It should be noted that S408 implementation procedure is identical with S305 implementation procedure, no longer repeated herein.

Further, the process for whether meeting default execution condition from above-mentioned steps A~step D determination strategies prediction scheme can Know the currency, it is necessary to using KPI parameters；Therefore, each channel server needs the KPI parameter currencys of acquisition channel, and Send to the first tactful dispatching device；

Wherein it is possible to the collection of the currency by setting probe progress KPI parameters in channel server.

First tactful dispatching device receives the currency of KPI parameters, and by the currency of the KPI parameters in policy contexts It is updated to newest currency.

Wherein, KPI parameter currency collection of each channel server to channel can be real-time progress or week Phase property is carried out, and the present invention is limited without specific this；

Each channel server sends the KPI parameter currencys of channel to the first tactful dispatching device, can be real-time Carry out or periodically carry out, the present invention is limited without specific this；

Optionally, renewal of the first tactful dispatching device for the currency of KPI parameters in policy contexts, can be used Default renewal rule is updated；Default renewal rule can include but is not limited to following three kinds：

The first renewal rule：KPI parameter currencys are received to update immediately；

Second of renewal rule：When receiving the currency of X same KPI parameters, to the currencys of the KPI parameters more Newly；

Exemplary, it is assumed that X 3, it is assumed that the currency of the 3 KPI parameters successively received：" phone channel works as forefathers Work percent of call completed 70% ", " phone channel current manual percent of call completed 85% ", " phone channel current manual percent of call completed 80% ", then will The currency of KPI parameters " phone channel current manual percent of call completed " is updated to " 80% " in policy contexts.

It should be noted that during practical application, X value, the present invention can be set according to the situation of reality This is not limited.

The third renewal rule：The currency of the KPI parameters in policy contexts is updated in preset duration last The individual currency for receiving the KPI parameters.

Wherein, preset duration can be the duration of equally spaced duration or unequal interval, in the mistake of practical application Cheng Zhong, preset duration can be set according to the situation of reality, the present invention is not limited this.

Further, renewal rule is preset in addition to above-mentioned three kinds of situations, in actual applications, can also be according to reality Demand is set, and the present invention limits for the content of default renewal rule without specific.

It should be noted that receive the currency of KPI parameters and update the current of the KPI parameters that policy contexts include Value, can be with individually operated.

The embodiment of the present invention provides a kind of tactful dispatching method, by using with the identical scheme of embodiment one, Ke Yida To with the identical effect of embodiment one；

Further, when service request information also includes method of service mark, for by corresponding to the first tactful prediction scheme The service strategy set of first channel is sent can be only by the first canal corresponding to the first tactful prediction scheme to the first channel, the present embodiment In the service strategy set in road, sent with the corresponding service strategy of method of service mark to the first channel so that sent to channel Service strategy matched with the customer demand of the channel；

Further, the present embodiment further can be by the service strategy set of the second channel corresponding to the first tactful prediction scheme Send to the second channel；Wherein, the second channel is the channel in addition to the first channel interacted with the first tactful dispatching device, is made Obtain the service strategy that all channels interacted with the first tactful dispatching device perform and correspond to same tactful prediction scheme, i.e. purpose one Cause, preferably cause client obtained by service centre same service request content experience it is consistent.

Embodiment three

The embodiment of the present invention three provides a kind of tactful dispatching method, and applied to the second tactful dispatching device, the second strategy is adjusted It can be server or database to spend device；As shown in figure 5, this method can include：

The default execution condition of S501, basis, determines that the second tactful prediction scheme can perform；

Wherein, the second tactful prediction scheme is any one in tactful prediction scheme set；

Tactful prediction scheme and tactful prediction scheme set are described in detail in embodiment one, and second in the present embodiment Tactful prediction scheme can be any tactful prediction scheme, no longer be repeated herein.

It is by judging whether the second tactful prediction scheme meets to preset specifically, determining whether the second tactful prediction scheme can perform Execution condition, only meet that the tactful prediction scheme of default execution condition just can perform；The present invention is for presetting the specific of execution condition Content the default scheme that performs condition criterion strategy prediction scheme and whether can perform of every basis, belongs to the present invention without limiting Protection domain.

It should be noted that S501 can also can be performed with periodically repeated execution in predetermined time, the present invention to this not Specifically limited.

S502, the service strategy set of the 3rd channel corresponding to the second tactful prediction scheme sent to the 3rd channel.

Wherein, the 3rd channel is any one channel in default channel set；

It should be noted that default channel set can be preset, default channel set can include at least one channel；

In addition, the embodiment of the present invention can also send all service strategy set under the second tactful prediction scheme to each Channel, i.e., each channel obtain the service strategy under the second tactful prediction scheme corresponding with channel and execution.

Optionally, it can be some or all of in all channels in service center system to preset channel set, in reality In the application process of border, it can carry out setting default channel set according to being actually needed, the present invention does not limit this.

It should be noted that the service strategy set of the 3rd channel corresponding to the second tactful prediction scheme is sent in S502 Three channels, it is similar to the first channel with sending the service strategy set of corresponding first channel of the first tactful prediction scheme in S103, Herein also without repeating.

It should be noted that the first tactful dispatching device sends the first tactful prediction scheme corresponding with service strategy set to channel Afterwards, channel server receives the merging of service strategy collection and performed；Channel server receives service strategy collection and merges the process sheet performed Invention is limited without specific this.

The embodiment of the present invention provides a kind of tactful dispatching method, according to default execution condition, determines that the second tactful prediction scheme can Perform；Wherein, the second tactful prediction scheme is any one in tactful prediction scheme set；By the 3rd channel corresponding to the second tactful prediction scheme Service strategy set is sent to the 3rd channel；Wherein, the 3rd channel is any one channel in default channel set.Due to root According to default execution condition, when determining that the second tactful prediction scheme can perform, the service that any one channel performs in channel set is preset The corresponding same tactful prediction scheme of strategy；So, no matter client asks service by presetting channel different in channel set, or Service is asked by the different methods of service for presetting same channel in channel set, as long as asking same service request content, Corresponding with same tactful prediction scheme for the service strategy of customer service, as client provides the default canal of same service request content The different methods of service of different channels or same channel are using the consistent service strategy of purpose in road set so that client is servicing It is identical by presetting the service process of the same service request content of any channel acquisition or service result in channel set in center, And then cause client obtained by service centre same service request content experience it is consistent, solve in the prior art, client The service of the same service request content obtained in service centre by the different methods of service of different channels or same channel Process or service result are different, so as to cause client obtained by service centre same service request content experience it is inconsistent Problem.

Example IV

The embodiment of the present invention four provides a kind of tactful dispatching method, applied to the second tactful dispatching device；As shown in fig. 6, This method can include：

The default execution condition of S601, basis, determines that the second tactful prediction scheme can perform；

Wherein, the described second tactful prediction scheme is any one in tactful prediction scheme set；

Preferably, it is that the currency of KPI parameters corresponding to tactful prediction scheme meets corresponding to tactful prediction scheme to preset execution condition Rule；

Accordingly, when default execution condition is that the currency of KPI parameters corresponding to tactful prediction scheme meets that tactful prediction scheme is corresponding Rule when, judge a tactful prediction scheme it is whether executable be judge whether the tactful prediction scheme meets to preset execution condition, with Step A~step D in embodiment two is identical, is no longer repeated herein.

Optionally, after S601, S602 can be directly performed, S603 is either first carried out or first carries out S607.

S602, the service strategy set of the 3rd channel corresponding to the second tactful prediction scheme sent to the 3rd channel；

Wherein, the 3rd channel is any one channel in default channel set.

It should be noted that for the form of service strategy set corresponding to tactful prediction scheme, acquisition modes, are implementing Have been carried out being described in detail in example two, no longer repeated herein.

S603, output indication information；

Wherein, configured information includes the second tactful prediction scheme；

Specifically, configured information is used to notify operator, the second tactful prediction scheme can perform, and determine whether to hold by operator OK.

Exemplary, to operator's output indication information<Tactful prediction scheme 1>, for notifying operator's strategy prediction scheme 1 to hold OK, if perform.

Optionally, output indication information can be realized by way of showing configured information in operation interface, can also lead to Other modes realization is crossed, the present invention is limited without specific this.

It should be noted that configured information in addition to including the second tactful prediction scheme, can also include other contents, example The content introduction of such as tactful prediction scheme, during practical application, content that configured information includes can be according to being actually needed Set, the particular content that the present invention includes to configured information does not limit.

S604, the response message for receiving operator's input；

Wherein, response message is used to indicate whether to perform the second tactful prediction scheme；

Exemplary, after S603 output indication information, receive the response message of operator's transmission<TRUE>, represent Perform the tactful prediction scheme that configured information includes.

It should be noted that above-mentioned example simply illustrates to response message, it is not the content to response message With the restriction of form.

If response message instruction performs the second tactful prediction scheme, S602 is performed；If it is determined that response message instruction does not perform the Two tactful prediction schemes, then perform S605.

S605, the policy information for receiving operator's input；

Wherein, policy information includes the service strategy set for each channel that default channel set includes；

Exemplary, receiving policy information is：<Service strategy 1, service strategy 2, service strategy 3>, represent operator Receive the configured information in S602<Tactful prediction scheme 1>Afterwards, operator abandons implementation strategy prediction scheme 1, and interim implementation strategy is believed The service strategy 1 that breath includes, service strategy 2, service strategy 3.

It should be noted that policy information and response message can separate, it can also be contained in a message, the present invention This is not specifically limited.

S606, the service strategy set for the 3rd channel that policy information includes sent to the 3rd channel.

S607, receive the service policy request that the 4th channel is sent；

Wherein, the 4th channel is any one in the channel interacted with the second tactful dispatching device；

Service policy request is that the server of channel obtains service strategy to being used for of sending of the second tactful dispatching device Solicited message；The present invention limits for the form and content of service policy request without specific.

It should be noted that when receiving the service policy request of the 4th channel, it is then the first canal to preset channel set Road, i.e., default channel set can only include the channel for sending service policy request.

S608, the service strategy set of the 4th channel corresponding to the second tactful prediction scheme sent to the 4th channel.

It should be noted that during S603~S606 is selection the second tactful prediction scheme of execution, by operator to performing The step of manual intervention of process, certainly, the mode of manual intervention can have a variety of, and the present invention is limited without specific this.

It should be noted that S601~S608 is only the implementation procedure to the second tactful prediction scheme, it is pre- for each strategy Case, the method described in S601~S608 can be performed, is no longer repeated herein.

Further, the process for whether meeting default execution condition from above-mentioned determination strategy prediction scheme is understood, it is necessary to using KPI The currency of parameter；Therefore, each channel server needs the KPI parameter currencys of acquisition channel, and sends to the second strategy Dispatching device；

Wherein it is possible to the collection of the currency by setting probe progress KPI parameters in channel server.

Second tactful dispatching device receives the currency of KPI parameters, and by the currency of the KPI parameters in policy contexts It is updated to newest currency.

It should be noted that the second tactful dispatching device receives the currency of KPI parameters, and by policy contexts The currency of KPI parameters is updated to the process of newest currency, and KPI ginsengs are received with the in embodiment two first tactful dispatching device Several currencys, and the process that the currency of the KPI parameters in policy contexts is updated to newest currency is identical, herein No longer repeated.

It should also be noted that, receive the currency of KPI parameters and update working as the KPI parameters that policy contexts include Preceding value, can be with individually operated.

The embodiment of the present invention provides a kind of tactful dispatching method, by using with the identical scheme of embodiment three, Ke Yida To with the identical effect of embodiment three；

Further, the present embodiment is sent to by the service strategy set of the 3rd channel corresponding to the second tactful prediction scheme Before three channels, can by the way of manual intervention interim adjustable strategies scheduling so that the operator of service centre uses It is more flexible；

Further, the present embodiment is when it is determined that the second tactful prediction scheme is executable, if receiving the clothes of the 4th channel transmission Be engaged in strategy request, then send the service strategy set of the 4th channel corresponding to the second tactful prediction scheme to the 4th channel, i.e., to The channel for being currently needed for dispatch service strategy sends the service strategy set of the channel corresponding to the second tactful prediction scheme so that strategy Scheduling more matches with actual demand, further saves system resource.

Embodiment five

The embodiment of the present invention five provides a kind of tactful dispatching method, it is assumed that a certain user is obtained by service centre's phone channel Take the preferential situation of rate using M；Assuming that the first tactful dispatching device is service strategy engine server；With phone channel service The process of the tactful dispatching method shown in Fig. 2 is carried out specifically exemplified by the interaction of device and service policy engine server It is bright；As shown in fig. 7, this method can include：

S701, phone channel server obtain the currency of phone channel KPI parameters；

Exemplary, the channel probe that phone channel server is set by inside obtains the KPI parameters " one of phone channel Hour in look into preferential number " currency be " 100 ".

S702, phone channel server send the KPI parameter informations of phone channel to service strategy engine server；

Wherein, KPI parameter informations include the currency for the phone channel KPI parameters that S701 is obtained；

Exemplary, phone channel server sends KPI parameter informations 1 to service strategy engine in form of a message<" one Preferential number is looked into hour ", " 100 ">.

S703, service strategy engine server renewal policy contexts；

Exemplary, service strategy engine server is according to KPI parameter informations 1, by the KPI parameters in policy contexts The currency of " preferential number is looked into one hour " is updated to " 100 ".

S704, phone channel server receive client's access request；

S705, phone channel server obtain service request content and client corresponding to the trigger flow request of client First client characteristics set；

Exemplary, by button, " 2,3,4,0 " acquisition is preferential using M rate in service centre's phone channel by client Situation, then phone channel server obtain button " trigger flow request (including the flow nodes 2- of 2,3,4,0 " triggering of client 3-4-0), and service request content corresponding to trigger flow request is obtained as " inquiry is preferential ", obtain the first client of client Characteristic set is：" telephone number 13800000000 ", " monthly average telephone expenses are 100 ".

It should be noted that phone channel server obtains the trigger flow request of client and obtains the first client of client Characteristic set can perform or have the execution of sequencing simultaneously, and the present invention is limited without specific this.

S706, phone channel server include service request content and the first client to the transmission of service strategy engine server The service request information of characteristic set；

Exemplary, phone channel server sends service request information 1 to service strategy engine server<" inquiry is excellent Favour ", " telephone number 13800000000 ", " monthly average telephone expenses are 100 ">.

It is corresponding with the service request content in S707, service strategy engine server acquisition strategy prediction scheme presetting database 1 M tactful prediction schemes；

Afterwards, S708 is performed；

It should be noted that tactful prediction scheme presetting database 1 is identical with the first presetting database shown in table 2, herein not Repeated again.

Exemplary, by taking the example in S706 as an example, when service strategy engine server receives service request information 1 When, M=10 tactful prediction schemes corresponding to service request content " inquiry is preferential " are obtained in tactful prediction scheme presetting database 1, point Tactful prediction scheme 1~tactful prediction scheme 10 is not designated as.

S708, service strategy engine server, which obtain, meets that N number of strategy of default execution condition is pre- in M tactful prediction schemes Case；

Wherein, it is that the currency of KPI parameters corresponding to tactful prediction scheme meets to advise corresponding to tactful prediction scheme to preset execution condition Then；

Exemplary, rule corresponding to tactful prediction scheme " failure registration " can be that " short message Trouble call amount is big in one hour In 100 "；

Whether specific determination strategy prediction scheme meets default execution condition, step A~step D in embodiment two It is described in detail, here is omitted.

Exemplary, the M=10 tactful prediction schemes that service strategy engine server obtains from S707, which obtain, to be met in advance If N=5 tactful prediction schemes of the condition of execution, respectively tactful prediction scheme 1, tactful prediction scheme 3, tactful prediction scheme 5, tactful prediction scheme 8, strategy Prediction scheme 9.

It is corresponding to obtain the first client characteristics set according to the first client characteristics set for S709, service strategy engine server The second client characteristics set, then obtain in customer type presetting database with the first client characteristics set and the second client characteristics Customer type corresponding to set；

It should be noted that customer type presetting database is identical with the 4th presetting database shown in table 8, herein no longer Repeated.

Exemplary, by taking the example in S706 as an example, when service strategy engine server receives service request information 1 When, obtain second client corresponding with a client characteristics (telephone number 13800000000) in the first client characteristics set 1 Characteristic set：" M-ZONE client ", " set meal type is A set meals "；

The the first client characteristics set included further according to the service request information 1 of reception and obtained in S709 second Client characteristics set, customer type presetting database is inquired about, the customer type for obtaining client is customer type 1.

It should be noted that S707 and S709 can be carried out simultaneously, can also successively it perform, the present invention is to this without tool Body limits；When S707 and S709 is successively performed, sequencing when specifically performing has no effect on the effect of the present invention, this hair The bright sequencing performed for S707 and S709 also limits without specific.

S710, service strategy engine server are according to customer type and tactful prediction scheme presetting database 2, acquisition strategy prediction scheme Z corresponding with customer type tactful prediction schemes in presetting database 2；

It should be noted that tactful prediction scheme presetting database 2 is identical with the 4th presetting database shown in table 9, herein not Repeated again.

Exemplary, service strategy engine server query strategy prediction scheme presetting database 2, obtains according to customer type 1 With 1 corresponding Z=6 tactful prediction schemes of customer type.

S711, service strategy engine server obtain Q tactful prediction schemes of common factor of N number of tactful prediction scheme and Z tactful prediction schemes；

Wherein, Q is more than or equal to 1.

S712, service strategy engine server judge whether Q is 1；

If so, then perform S713；Otherwise, S714 is performed.

If S713, Q tactful prediction schemes and the tactful prediction scheme that the first channel currently performs are non-exclusive, service strategy engine service Q tactful prediction schemes of device selection；

Exemplary, it is assumed that the Z=6 tactful prediction schemes obtained in S710 are tactful prediction scheme 2, tactful prediction scheme 4, tactful prediction scheme 5th, tactful prediction scheme 7, tactful prediction scheme 10, tactful prediction scheme 12, with N=5 tactful prediction scheme (tactful prediction scheme 1, the strategies obtained in S908 Prediction scheme 3, tactful prediction scheme 5, tactful prediction scheme 8, tactful prediction scheme 9) take common factor to obtain Q=1 tactful prediction schemes, i.e., tactful prediction scheme 5 be with The tactful prediction scheme that current channel condition and the client being currently accessed most match, can be preferential with quick search by tactful prediction scheme 5； If tactful prediction scheme 5 and the tactful prediction scheme that phone channel currently performs are non-exclusive, acquisition strategy prediction scheme 5.

The strategy that S714, service strategy engine server first exclude currently to perform with phone channel in Q tactful prediction schemes is pre- The tactful prediction scheme of case mutual exclusion, then obtain the tactful prediction scheme of highest priority；

Exemplary, it is assumed that the Z=6 tactful prediction schemes obtained in S710 are tactful prediction scheme 1, tactful prediction scheme 3, tactful prediction scheme 5th, tactful prediction scheme 8, tactful prediction scheme 10, tactful prediction scheme 12, with N=5 tactful prediction scheme (tactful prediction scheme 1, the strategies obtained in S908 Prediction scheme 3, tactful prediction scheme 5, tactful prediction scheme 8, tactful prediction scheme 9) taking common factor to obtain Q=4 tactful prediction schemes, (tactful prediction scheme 1, strategy are pre- Case 3, tactful prediction scheme 5, tactful prediction scheme 8)；Assuming that the plan that tactful prediction scheme 3, tactful prediction scheme 8 are currently executing with phone channel The slightly mutual exclusion of prediction scheme 18, then Solve Problem prediction scheme 3 and tactful prediction scheme 8, enter row major to remaining tactful prediction scheme 1 and tactful prediction scheme 5 Level sequence, if the priority of tactful prediction scheme 5 be higher than tactful prediction scheme 1 priority, i.e., tactful prediction scheme 5 be with channel the present situation with And the tactful prediction scheme that the client of phone channel most matches is currently accessed, and can be preferential with quick search by tactful prediction scheme 5, then obtain Tactful prediction scheme 5.

S715, service strategy engine server send the service strategy set of phone channel corresponding to the first tactful prediction scheme To phone channel；

Exemplary, exemplified by tactful prediction scheme 5 is obtained in S714, service strategy engine server is by the first tactful prediction scheme The service strategy set of corresponding phone channel is sent to phone channel, and the service strategy set includes service strategy 1, service plan Slightly 3.

S716, phone channel server perform each service strategy in service strategy set.

Exemplary, the tactful application interface of phone channel server performs the service strategy 1 received, service strategy 3.

It should be noted that the present embodiment is simply with interacting for service strategy engine server with phone channel server Example illustrates, and the interaction and S701 of each channel interact with service strategy engine server and service strategy engine~ S716 is identical, is no longer repeated herein.

Embodiment six

The embodiment of the present invention six provides another tactful dispatching method, using the second tactful dispatching device as service strategy engine Server, it is determined that the process dispatched exemplified by whether " failure registration " tactful prediction scheme is executable to the strategy shown in Fig. 5 is carried out in detail Explanation；

As shown in figure 8, this method can include：

S801, service strategy engine server receive the KPI parameter informations that channel server is sent；

Wherein, KPI parameter informations include the currency of channel KPI parameters；

Exemplary, service strategy engine server receives the KPI parameter informations 2 that short message channel server is sent<" one is small When interior short message Trouble call amount ", " 120 ">, receive the KPI parameter informations 3 that GPRS channels server is sent<" GPRS in one hour Complaint amount ", " 80 ">.

S802, service strategy engine server renewal policy contexts；

Exemplary, service strategy engine server is according to KPI parameter informations 2, by the KPI parameters in policy contexts The currency of " short message Trouble call amount in one hour " is updated to " 120 ", and service strategy engine server is according to KPI parameter informations 3, the currency of the KPI parameters " GPRS complaints amount in one hour " in policy contexts is updated to " 80 ".

S803, service strategy engine server are in predetermined time, from KPI parameter presetting databases, obtain and " failure is stepped on KPI parameters corresponding to the tactful prediction scheme of note ", obtain KPI parameters corresponding with " failure registration " tactful prediction scheme from policy contexts Currency, obtained from preset rules storehouse regular corresponding to " failure registration " tactful prediction scheme；

It should be noted that KPI parameters presetting database is identical with the second presetting database shown in table 3, preset rules Storehouse is identical with the 3rd presetting database shown in table 5, is no longer repeated herein.

Exemplary, service strategy engine server obtains and " failure registration " strategy from KPI parameter presetting databases It is " short message Trouble call amount in one hour " and " GPRS complaints amount in one hour " that prediction scheme, which corresponds to KPI parameters, from policy contexts The currency of middle acquisition KPI parameters " short message Trouble call amount in one hour " is that " GPRS is complained 120, KPI parameters in one hour The currency of amount " is 80.

Exemplary, service strategy engine server is obtained from preset rules storehouse corresponding to " failure registration " tactful prediction scheme Rule is " short message Trouble call amount is more than 100 " in one hour or " GPRS complaints amount is more than 100 " in one hour.

S804, service strategy engine server judge whether KPI parameters corresponding to " failure registration " tactful prediction scheme meet this It is regular corresponding to tactful prediction scheme；

If so, then perform S805；Otherwise, S803 is re-executed

Exemplary, the KPI parameters corresponding to " failure registration " tactful prediction scheme for being obtained in S803 meet to obtain in S803 It is regular corresponding to the tactful prediction scheme taken, illustrate that now Trouble call amount is larger, it is necessary to perform " failure registration " tactful prediction scheme, with Client is allowd more efficiently to carry out failure registration, therefore, " failure registration " tactful prediction scheme can perform.

S805, service strategy engine server send each channel corresponding to " failure registration " tactful prediction scheme to all channels Service strategy set.

So, it is determined that " failure registration " tactful prediction scheme can perform, client more can efficiently be entered by which channel Row failure is registered so that Consumer's Experience is consistent.

It should be noted that the present embodiment simply illustrates by taking " failure registration " tactful prediction scheme as an example, preset strategy is pre- Each tactful prediction scheme in case set can individually perform S801~S805 process.

Embodiment seven

The embodiment of the present invention seven provides a kind of first tactful dispatching device 90；First tactful dispatching device 90 can be service Device or database；As shown in figure 9, the first tactful dispatching device 90 can include：

Receiving unit 901, the service request information sent for receiving the first channel；Service request information includes service please Seek content；First channel is any one channel interacted with the first tactful dispatching device；

Acquiring unit 902, for obtaining the first tactful prediction scheme corresponding to service request content；Wherein, the first tactful prediction scheme The tactful prediction scheme currently performed with the first channel is non-exclusive；

First transmitting element 903, the clothes of the first channel corresponding to the first tactful prediction scheme for acquiring unit 902 to be obtained Business strategy set is sent to the first channel.

Further, the service request information can also include method of service mark；

Accordingly, the first transmitting element 903 specifically can be used for：

By in the service strategy set of the first channel corresponding to the first tactful prediction scheme, service corresponding with method of service mark Strategy is sent to the first channel.

Further, first transmitting element 903 can be also used for：

The service strategy set of second channel corresponding to first tactful prediction scheme is sent to the second channel；Wherein, the second canal Road is the channel in addition to the first channel interacted with the first tactful dispatching device.

Specifically, the acquiring unit 902 specifically can be used for：

Obtain A tactful prediction schemes corresponding to service request content；A is more than or equal to 1；

Obtain B tactful prediction schemes for meeting default execution condition in A tactful prediction schemes；Wherein, B is more than or equal to 1；It is default Execution condition is that the currency of KPI parameters corresponding to tactful prediction scheme meets regular corresponding to tactful prediction scheme；

If B is equal to 1, and B tactful prediction schemes and tactful prediction scheme that the first channel currently performs are non-exclusive, then B plan of acquisition Slightly prediction scheme.

Further, the acquiring unit 902 can be also used for：

If B is more than 1, the strategy of the tactful prediction scheme mutual exclusion currently performed with the first channel in B tactful prediction schemes of first exclusion is pre- Case, then obtain the tactful prediction scheme of highest priority.

Optionally, the service request information can also include the first client characteristics set；Wherein, the first client characteristics collection Conjunction includes at least one client characteristics；

Accordingly, the acquiring unit 902 specifically can be used for：

According to service request content and the first client characteristics set, the first tactful prediction scheme is obtained.

Specifically, the acquiring unit 902 specifically can be used for：

Obtain M tactful prediction schemes corresponding to service request content；Wherein, M is more than or equal to 1；

Obtain the N number of tactful prediction scheme for meeting default execution condition in M tactful prediction schemes；Wherein, N is more than or equal to 1；It is default Execution condition is that the currency of KPI parameters corresponding to tactful prediction scheme meets regular corresponding to tactful prediction scheme；

Obtain customer type corresponding to the first client characteristics set；

Obtain Z tactful prediction schemes corresponding to customer type；

Obtain Q tactful prediction schemes of common factor of N number of tactful prediction scheme and Z tactful prediction schemes；Wherein, Q is more than or equal to 1；

If Q is equal to 1, and Q tactful prediction schemes and tactful prediction scheme that the first channel currently performs are non-exclusive, then Q plan of acquisition Slightly prediction scheme.

Further, the acquiring unit 902 can be also used for：

If Q is more than 1, the strategy of the tactful prediction scheme mutual exclusion currently performed with the first channel in Q tactful prediction schemes of first exclusion is pre- Case, then obtain the tactful prediction scheme of highest priority.

The embodiment of the present invention provides a kind of first tactful dispatching device 90, for performing embodiment one or embodiment two Method, therefore can reach and embodiment one or the identical beneficial effect of embodiment two.

Embodiment eight

The embodiment of the present invention eight provides a kind of second tactful dispatching device 100, as shown in Figure 10, the second tactful dispatching device 100 can include：

Determining unit 1001, for according to default execution condition, determining that the second tactful prediction scheme can perform；Wherein, the second plan Slightly prediction scheme is any one in tactful prediction scheme set；

Second transmitting element 1002, for by the service strategy set of the 3rd channel corresponding to the second tactful prediction scheme send to 3rd channel；Wherein, the 3rd channel is any one channel in default channel set.

Further, the determining unit 1001 specifically can be used for：

Obtain the first KPI parameters corresponding to the second tactful prediction scheme；

Obtain the currency of the first KPI parameters；

If the currency of the first KPI parameters meets preset rules corresponding to the second tactful prediction scheme, the second tactful prediction scheme can Perform.

Further, can also include referring to Figure 11, the second tactful dispatching device 100：

Output unit 1003, in second transmitting element 1002 by the 3rd canal corresponding to the second tactful prediction scheme The service strategy set in road is sent to before the 3rd channel, output indication information；

First receiving unit 1004, for receiving the response message of operator's input；Wherein, response message is for instruction The second tactful prediction scheme of no execution；

Second transmitting element 1002 can be also used for, if the response message instruction that the first receiving unit 1004 receives is held The second tactful prediction scheme of row, then send the service strategy set of the 3rd channel corresponding to the second tactful prediction scheme to the 3rd channel.

Further, can also include referring to Figure 11, the second tactful dispatching device 100：

Second receiving unit 1005, for receiving the policy information of operator's input；Wherein, policy information includes default canal The service strategy set for each channel that road set includes；

Second transmitting element 1002 be can be also used for, and the policy information that the second receiving unit 1005 receives is included The service strategy set of the 3rd channel send to the 3rd channel.

The embodiment of the present invention provides a kind of second tactful dispatching device 100, for performing embodiment three or example IV Method, therefore can reach and embodiment three or example IV identical effect.

Embodiment nine

The embodiment of the present invention nine provides a kind of first tactful dispatching device 90, as shown in figure 12, the first tactful dispatching device 90 can include：

At least one processor 1201；At least one communication bus 1202, for the connection between realization device and mutually Communication, receiver 1203, the first transmitter 1204；

Wherein, communication bus 1202 can be industry standard architecture (Industry Standard Architecture, referred to as ISA) bus, external equipment interconnection (Peripheral Component, referred to as PCI) bus Or extended industry-standard architecture (Extended Industry Standard Architecture, referred to as EISA) is total Line etc..The bus can be divided into address bus, data/address bus, controlling bus etc..For ease of representing, only with a thick line in Figure 12 Represent, it is not intended that an only bus or a type of bus.

Processor 1201 can be a central processing unit (Central Processing Unit, referred to as CPU), or Person is specific integrated circuit (Application Specific Integrated Circuit, referred to as ASIC), or quilt It is configured to implement one or more integrated circuits of the embodiment of the present invention.

Receiver 1203, the first transmitter 1204 can be interacted with channel server in the first tactful dispatching device 90 Interface, the present invention limit for the type of interface without specific.

Wherein, in actual applications, the first receiver 1203, transmitter 1204 can be same interface, or Different interfaces.

Wherein, receiver 1203, the service request information sent for receiving the first channel；Service request information includes clothes Business request content；First channel is any one channel interacted with the first tactful dispatching device；

Processor 1201, for obtaining the first tactful prediction scheme corresponding to service request content；Wherein, the first tactful prediction scheme with The tactful prediction scheme that first channel currently performs is non-exclusive；

First transmitter 1204, the service of the first channel corresponding to the first tactful prediction scheme for processor 1201 to be obtained Strategy set is sent to the first channel.

Optionally, service request information also includes method of service mark；

Accordingly, first transmitter 1204 specifically can be used for：

By in the service strategy set of the first channel corresponding to the first tactful prediction scheme, service corresponding with method of service mark Strategy is sent to the first channel.

Further, first transmitter 1204 can be also used for：

The service strategy set of second channel corresponding to first tactful prediction scheme is sent to the second channel；Wherein, the second canal Road is the channel in addition to the first channel interacted with the first tactful dispatching device.

Specifically, the processor 1201 specifically can be used for：

Obtain A tactful prediction schemes corresponding to service request content；A is more than or equal to 1；

Obtain B tactful prediction schemes for meeting default execution condition in A tactful prediction schemes；Wherein, B is more than or equal to 1；It is default Execution condition is that the currency of KPI parameters corresponding to tactful prediction scheme meets regular corresponding to tactful prediction scheme；

If B is equal to 1, and B tactful prediction schemes and tactful prediction scheme that the first channel currently performs are non-exclusive, then B plan of acquisition Slightly prediction scheme.

Further, the processor 1201 can be also used for：

If B is more than 1, the strategy of the tactful prediction scheme mutual exclusion currently performed with the first channel in B tactful prediction schemes of first exclusion is pre- Case, then obtain the tactful prediction scheme of highest priority.

Optionally, service request information can also include the first client characteristics set；Wherein, the first client characteristics set bag Include at least one client characteristics；

Accordingly, the processor 1201 specifically can be used for：

According to service request content and the first client characteristics set, the first tactful prediction scheme is obtained.

Further, the processor 1201 specifically can be used for：

Obtain M tactful prediction schemes corresponding to service request content；Wherein, M is more than or equal to 1；

Obtain the N number of tactful prediction scheme for meeting default execution condition in M tactful prediction schemes；Wherein, N is more than or equal to 1；It is default Execution condition is that the currency of KPI parameters corresponding to tactful prediction scheme meets regular corresponding to tactful prediction scheme；

Obtain customer type corresponding to the first client characteristics set；

Obtain Z tactful prediction schemes corresponding to customer type；

Obtain Q tactful prediction schemes of common factor of N number of tactful prediction scheme and Z tactful prediction schemes；Wherein, Q is more than or equal to 1；

If Q is equal to 1, and Q tactful prediction schemes and tactful prediction scheme that the first channel currently performs are non-exclusive, then Q plan of acquisition Slightly prediction scheme.

Further, the processor 1201 specifically can be used for：

If Q is more than 1, the strategy of the tactful prediction scheme mutual exclusion currently performed with the first channel in Q tactful prediction schemes of first exclusion is pre- Case, then obtain the tactful prediction scheme of highest priority.

The embodiment of the present invention provides a kind of first tactful dispatching device 90, for performing embodiment one or embodiment two Method, therefore can reach and embodiment one or the identical effect of embodiment two.

Embodiment ten

The embodiment of the present invention ten provides a kind of second tactful dispatching device 100, as shown in figure 13, the second tactful dispatching device 100 can include：

At least one processor 1301；At least one communication bus 1302, for the connection between realization device and mutually Communication, the second transmitter 1303；

Wherein, communication bus 1302 can be industry standard architecture (Industry Standard Architecture, referred to as ISA) bus, external equipment interconnection (Peripheral Component, referred to as PCI) bus Or extended industry-standard architecture (Extended Industry Standard Architecture, referred to as EISA) is total Line etc..The bus can be divided into address bus, data/address bus, controlling bus etc..For ease of representing, only with a thick line in Figure 13 Represent, it is not intended that an only bus or a type of bus.

Processor 1301 is probably a central processing unit (Central Processing Unit, referred to as CPU), or Person is specific integrated circuit (Application Specific Integrated Circuit, referred to as ASIC), or quilt It is configured to implement one or more integrated circuits of the embodiment of the present invention.

Second transmitter 1303 can be the interactive interface with channel server, this hair in the second tactful dispatching device 100 The bright type for interface limits without specific.

Wherein, processor 1301, for according to default execution condition, determining that the second tactful prediction scheme can perform；Wherein, second Tactful prediction scheme is any one in tactful prediction scheme set；

Second transmitter 1303, for the service strategy set of the 3rd channel corresponding to the second tactful prediction scheme to be sent to Three channels；Wherein, the 3rd channel is any one channel in default channel set.

Further, the processor 1301 specifically can be used for：

Obtain the first KPI parameters corresponding to the second tactful prediction scheme；

Obtain the currency of the first KPI parameters；

If the currency of the first KPI parameters meets preset rules corresponding to the second tactful prediction scheme, the second tactful prediction scheme can Perform.

Further, processor 1301 can be also used for：

The second transmitter 1303 by the service strategy set of the 3rd channel corresponding to the second tactful prediction scheme send to Before 3rd channel, output indication information；Wherein, the configured information includes the described second tactful prediction scheme；

Referring to Figure 14, the second tactful dispatching device 100 can also include：

First receiver 1304, for receiving the response message of operator's input；Wherein, response message is used to indicate whether Perform the second tactful prediction scheme；

Wherein, the first receiver 1304 can be the interactive interface with channel server in the second tactful dispatching device 100, The present invention limits for the type of interface without specific.

Second transmitter 1303 can be also used for, if the response message instruction that the first receiver 1304 receives performs the second plan Slightly prediction scheme, then send the service strategy set of the 3rd channel corresponding to the second tactful prediction scheme to the 3rd channel.

Optionally, can also include referring to Figure 14, the second tactful dispatching device 100：

Second receiver 1305, for receiving the policy information of operator's input；Wherein, policy information includes default channel The service strategy set for each channel that set includes；

Wherein, the second receiver 1305 can be the interactive interface with channel server in the second tactful dispatching device 100, The present invention limits for the type of interface without specific.

Second transmitter 1303 can be also used for, that the policy information that the second receiver 1305 receives is included The service strategy set of three channels is sent to the 3rd channel.

The embodiment of the present invention provides a kind of second tactful dispatching device 100, for performing embodiment three or example IV Method, therefore can reach and embodiment three or example IV identical effect.

Embodiment 11

The embodiment of the present invention 11 provides a kind of tactful scheduling system 150, as shown in Figure 15 or Figure 16, including：

The first tactful dispatching device 90 as described in above-mentioned any embodiment or as described in above-mentioned any embodiment Two tactful dispatching devices 100；

At least one channel server；The channel server is used to receive the first tactful strategy of dispatching device 90 or second The service strategy that dispatching device 100 is sent.

The embodiment of the present invention provides a kind of tactful scheduling system 150, and embodiment is performed by the first tactful dispatching device 90 One or embodiment two described in method, pass through the second tactful dispatching device 100 and perform embodiment three or the side described in example IV Method, the service strategy of the first tactful tactful transmission of dispatching device 100 of dispatching device 90 or the second is received by channel server, is reached To the effect of any of the above-described embodiment.

It is apparent to those skilled in the art that for convenience and simplicity of description, the system of foregoing description, The specific work process of device and unit, the corresponding process in preceding method embodiment is may be referred to, will not be repeated here.

In several embodiments provided herein, it should be understood that disclosed system, apparatus and method can be with Realize by another way.For example, device embodiment described above is only schematical, for example, the unit Division, only a kind of division of logic function, can there is other dividing mode, such as multiple units or component when actually realizing Another system can be combined or be desirably integrated into, or some features can be ignored, or do not perform.It is another, it is shown or The mutual coupling discussed or direct-coupling or communication connection can be the indirect couplings by some interfaces, device or unit Close or communicate to connect, can be electrical, mechanical or other forms.

The unit illustrated as separating component can be or may not be physically separate, show as unit The part shown can be or may not be physical location, you can with positioned at a place, or can also be distributed to multiple On NE.Some or all of unit therein can be selected to realize the mesh of this embodiment scheme according to the actual needs 's.

In addition, each functional unit in each embodiment of the present invention can be integrated in a processing unit, can also That the independent physics of unit includes, can also two or more units it is integrated in a unit.Above-mentioned integrated list Member can both be realized in the form of hardware, can also be realized in the form of hardware adds SFU software functional unit.

The above-mentioned integrated unit realized in the form of SFU software functional unit, can be stored in one and computer-readable deposit In storage media.Above-mentioned SFU software functional unit is stored in a storage medium, including some instructions are causing a computer Equipment (can be personal computer, server, or network equipment etc.) performs the portion of each embodiment methods described of the present invention Step by step.And foregoing storage medium includes：USB flash disk, mobile hard disk, read-only storage (Read-Only Memory, abbreviation ROM), random access memory (Random Access Memory, abbreviation RAM), magnetic disc or CD etc. are various to store The medium of program code.

Finally it should be noted that：The above embodiments are merely illustrative of the technical solutions of the present invention, rather than its limitations；Although The present invention is described in detail with reference to the foregoing embodiments, it will be understood by those within the art that：It still may be used To be modified to the technical scheme described in foregoing embodiments, or equivalent substitution is carried out to which part technical characteristic； And these modification or replace, do not make appropriate technical solution essence depart from various embodiments of the present invention technical scheme spirit and Scope.

Claims (25)

1. a kind of tactful dispatching method, it is characterised in that applied to the first tactful dispatching device, methods described includes：

Receive the service request information of the first channel transmission；The service request information includes service request content；Described first Channel is any one channel interacted with the described first tactful dispatching device；

Obtain the first tactful prediction scheme corresponding to the service request content；Wherein, the described first tactful prediction scheme and first canal The tactful prediction scheme that road currently performs is non-exclusive；

The service strategy set of first channel corresponding to described first tactful prediction scheme is sent to first channel.

2. according to the method for claim 1, it is characterised in that the service request information also includes method of service and identified；

Accordingly, the service strategy set by first channel corresponding to the described first tactful prediction scheme is sent to described One channel, including：

By in the service strategy set of first channel corresponding to the described first tactful prediction scheme, with method of service mark pair The service strategy answered is sent to first channel.

3. according to the method for claim 1, it is characterised in that obtained described first corresponding to the service request content After tactful prediction scheme, methods described also includes：

The service strategy set of second channel corresponding to described first tactful prediction scheme is sent to second channel；Wherein, institute It is the channel in addition to first channel interacted with the described first tactful dispatching device to state the second channel.

4. according to the method described in claim any one of 1-3, it is characterised in that the acquisition service request content is corresponding The first tactful prediction scheme, including：

Obtain A corresponding to the service request content tactful prediction schemes；The A is more than or equal to 1；

Obtain B tactful prediction schemes for meeting default execution condition in the A tactful prediction schemes；Wherein, the B is more than or equal to 1； The default execution condition is that the currency of KPI Key Performance Indicator KPI parameters corresponding to tactful prediction scheme meets corresponding to tactful prediction scheme Rule；

If the B is equal to 1, and the B tactful prediction schemes are non-exclusive with tactful prediction scheme that first channel currently performs, then obtain Take the B tactful prediction schemes.

5. according to the method for claim 4, it is characterised in that methods described also includes：

If the B is more than 1, the tactful prediction scheme mutual exclusion currently performed with first channel in the B tactful prediction schemes is first excluded Tactful prediction scheme, then obtain the tactful prediction scheme of highest priority.

6. according to the method described in claim any one of 1-3, it is characterised in that the service request information also includes the first visitor Family characteristic set；Wherein, the first client characteristics set includes at least one client characteristics；

Accordingly, the first tactful prediction scheme corresponding to the acquisition service request content, including：

According to the service request content and the first client characteristics set, the first tactful prediction scheme is obtained.

7. according to the method for claim 6, it is characterised in that it is described according to the service request content and it is described first visitor Family characteristic set, the first tactful prediction scheme is obtained, including：

Obtain M corresponding to the service request content tactful prediction schemes；Wherein, the M is more than or equal to 1；

Obtain the N number of tactful prediction scheme for meeting default execution condition in the M tactful prediction schemes；Wherein, the N is more than or equal to 1； The default execution condition is that the currency of KPI parameters corresponding to tactful prediction scheme meets regular corresponding to tactful prediction scheme；

Obtain customer type corresponding to the first client characteristics set；

Obtain Z corresponding to the customer type tactful prediction schemes；

Obtain Q tactful prediction schemes of common factor of N number of tactful prediction scheme and the Z tactful prediction schemes；Wherein, the Q is more than or waited In 1；

If the Q is equal to 1, and the Q tactful prediction schemes are non-exclusive with tactful prediction scheme that first channel currently performs, then obtain Take the Q tactful prediction schemes.

8. according to the method for claim 7, it is characterised in that methods described also includes：

If the Q is more than 1, the tactful prediction scheme mutual exclusion currently performed with first channel in the Q tactful prediction schemes is first excluded Tactful prediction scheme, then obtain the tactful prediction scheme of highest priority.

9. a kind of tactful dispatching method, it is characterised in that applied to the second tactful dispatching device, methods described includes：

According to default execution condition, determine that the second tactful prediction scheme can perform；Wherein, the described second tactful prediction scheme is tactful prediction scheme collection Any one in conjunction；

The service strategy set of 3rd channel corresponding to described second tactful prediction scheme is sent to the 3rd channel；Wherein, institute It is any one channel in default channel set to state the 3rd channel.

10. according to the method for claim 9, it is characterised in that the basis presets execution condition, determines that the second strategy is pre- Case can perform, including：

Obtain the first KPI parameters corresponding to the described second tactful prediction scheme；

Obtain the currency of the first KPI parameters；

If the currency of the first KPI parameters meets preset rules corresponding to the described second tactful prediction scheme, second plan Slightly prediction scheme can perform.

11. the method according to claim 9 or 10, it is characterised in that described by corresponding to the described second tactful prediction scheme The service strategy set of 3rd channel is sent to before the 3rd channel, and methods described also includes：

Output indication information；Wherein, the configured information includes the described second tactful prediction scheme；

Receive the response message of operator's input；Wherein, the response message is used to indicate whether to perform second strategy in advance Case；

If the response message instruction performs the second tactful prediction scheme, perform described by corresponding to the described second tactful prediction scheme The service strategy set of 3rd channel is sent to the 3rd channel.

12. according to the method for claim 11, it is characterised in that if response message instruction does not perform second plan Slightly prediction scheme, after the response message of the reception operator input, methods described also includes：

Receive the policy information of operator's input；Wherein, the policy information includes every including default channel set The service strategy set of individual channel；

The service strategy set for the 3rd channel that the policy information includes is sent to the 3rd channel.

13. a kind of first tactful dispatching device, it is characterised in that described device includes：

Receiving unit, the service request information sent for receiving the first channel；The service request information includes service request Content；First channel is any one channel interacted with the described first tactful dispatching device；

Acquiring unit, for obtaining the first tactful prediction scheme corresponding to the service request content；Wherein, the described first tactful prediction scheme The tactful prediction scheme currently performed with first channel is non-exclusive；

First transmitting element, for first channel corresponding to the described first tactful prediction scheme for obtaining the acquiring unit Service strategy set is sent to first channel.

14. the first tactful dispatching device according to claim 13, it is characterised in that the service request information also includes Method of service identifies；

Accordingly, first transmitting element is specifically used for：

By in the service strategy set of first channel corresponding to the described first tactful prediction scheme, with method of service mark pair The service strategy answered is sent to first channel.

15. the first tactful dispatching device according to claim 13, it is characterised in that first transmitting element is also used In：

The service strategy set of second channel corresponding to described first tactful prediction scheme is sent to second channel；Wherein, institute It is the channel in addition to first channel interacted with the described first tactful dispatching device to state the second channel.

16. the first tactful dispatching device according to claim any one of 13-15, it is characterised in that the acquiring unit It is specifically used for：

Obtain A corresponding to the service request content tactful prediction schemes；The A is more than or equal to 1；

Obtain B tactful prediction schemes for meeting default execution condition in the A tactful prediction schemes；Wherein, the B is more than or equal to 1； The default execution condition is that the currency of KPI Key Performance Indicator KPI parameters corresponding to tactful prediction scheme meets corresponding to tactful prediction scheme Rule；

If the B is equal to 1, and the B tactful prediction schemes are non-exclusive with tactful prediction scheme that first channel currently performs, then obtain Take the B tactful prediction schemes.

17. the first tactful dispatching device according to claim 16, it is characterised in that the acquiring unit is additionally operable to：

If the B is more than 1, the tactful prediction scheme mutual exclusion currently performed with first channel in the B tactful prediction schemes is first excluded Tactful prediction scheme, then obtain the tactful prediction scheme of highest priority.

18. the first tactful dispatching device according to claim any one of 13-15, it is characterised in that the service request Message also includes the first client characteristics set；Wherein, the first client characteristics set includes at least one client characteristics；

Accordingly, the acquiring unit is specifically used for：

According to the service request content and the first client characteristics set, the first tactful prediction scheme is obtained.

19. the first tactful dispatching device according to claim 18, it is characterised in that the acquiring unit is specifically used for：

Obtain M corresponding to the service request content tactful prediction schemes；Wherein, the M is more than or equal to 1；

Obtain the N number of tactful prediction scheme for meeting default execution condition in the M tactful prediction schemes；Wherein, the N is more than or equal to 1； The default execution condition is that the currency of KPI parameters corresponding to tactful prediction scheme meets regular corresponding to tactful prediction scheme；

Obtain customer type corresponding to the first client characteristics set；

Obtain Z corresponding to the customer type tactful prediction schemes；

Obtain Q tactful prediction schemes of common factor of N number of tactful prediction scheme and the Z tactful prediction schemes；Wherein, the Q is more than or waited In 1；

If the Q is equal to 1, and the Q tactful prediction schemes are non-exclusive with tactful prediction scheme that first channel currently performs, then obtain Take the Q tactful prediction schemes.

20. the first tactful dispatching device according to claim 19, it is characterised in that the acquiring unit is additionally operable to：

If the Q is more than 1, the tactful prediction scheme mutual exclusion currently performed with first channel in the Q tactful prediction schemes is first excluded Tactful prediction scheme, then obtain the tactful prediction scheme of highest priority.

21. a kind of second tactful dispatching device, it is characterised in that described device includes：

Determining unit, for according to default execution condition, determining that the second tactful prediction scheme can perform；Wherein, second strategy is pre- Case is any one in tactful prediction scheme set；

Second transmitting element, for the service strategy set of the 3rd channel corresponding to the described second tactful prediction scheme to be sent to described 3rd channel；Wherein, the 3rd channel is any one channel in default channel set.

22. the second tactful dispatching device according to claim 21, it is characterised in that the determining unit is specifically used for：

Obtain the first KPI parameters corresponding to the described second tactful prediction scheme；

Obtain the currency of the first KPI parameters；

If the currency of the first KPI parameters meets preset rules corresponding to the described second tactful prediction scheme, second plan Slightly prediction scheme can perform.

23. the second tactful dispatching device according to claim 21 or 22, it is characterised in that the second strategy scheduling dress Putting also includes：

Output unit, in second transmitting element by the service of the 3rd channel corresponding to the described second tactful prediction scheme Strategy set is sent to before the 3rd channel, output indication information；Wherein, the configured information includes the described second strategy Prediction scheme；

First receiving unit, for receiving the response message of operator's input；Wherein, the response message is used to indicate whether to hold The row second tactful prediction scheme；

Second transmitting element is additionally operable to, if the response message instruction that first receiving unit receives performs described the Two tactful prediction schemes, then the service strategy set of the 3rd channel corresponding to the described second tactful prediction scheme is sent to the described 3rd Channel.

24. the second tactful dispatching device according to claim 23, it is characterised in that the second tactful dispatching device is also Including：

Second receiving unit, for receiving the policy information of operator's input；Wherein, the policy information includes default canal The service strategy set for each channel that road set includes；

Second transmitting element is additionally operable to, described that the policy information that second receiving unit receives is included The service strategy set of three channels is sent to the 3rd channel.

A kind of 25. tactful scheduling system, it is characterised in that including：

The first tactful dispatching device as described in claim any one of 13-20 or as described in claim any one of 21-24 The second tactful dispatching device；

At least one channel server, the channel server is used to receive the described first tactful dispatching device or the second strategy is adjusted Spend the service strategy that device is sent.