CN106485504A - A kind of method and apparatus differentiated by operation behavior to customer service - Google Patents
A kind of method and apparatus differentiated by operation behavior to customer service Download PDFInfo
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- CN106485504A CN106485504A CN201510492943.5A CN201510492943A CN106485504A CN 106485504 A CN106485504 A CN 106485504A CN 201510492943 A CN201510492943 A CN 201510492943A CN 106485504 A CN106485504 A CN 106485504A
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Abstract
This application discloses a kind of method and apparatus differentiated by operation behavior to customer service, including：The service request information of collection user, the service request event comprising the user in the service request information；According to the mapping relations between the theoretical operation behavior of default service request event and customer service, the corresponding theoretical operation behavior of service request event of the user included in the service request information for collecting is determined；Collection practical operation behavior of the customer service according to performed by the service request event of the user included in the service request information, and the practical operation behavior is mated with the theoretical operation behavior；According to matching result, the risk class of the practical operation behavior of the customer service is differentiated.In such manner, it is possible to avoid in time causing user profile compromised due to the exception of the operation behavior of customer service, the security of user profile is effectively improved.
Description
Technical field
The application is related to Internet information technique process field, and more particularly to a kind of operation behavior to customer service is entered
The method and apparatus that row differentiates.
Background technology
Customer service (English：Customer Service), refer to a kind of values of customer-orientation.
A kind of occupation is generated based on this values, the Professional Demand is exclusively for offering customers service.Here clothes
Business may refer to the pre-sales service of product, for example：Buyers are understood by customer service will buy product
Performance etc.；The after-sale service of product is may also mean that, for example：Dimension is provided to the product that buyers are bought
The service of repairing, debugging services etc..
As can be seen here, customer service as connection product seller and product buyer between tie, in the modern life
Play increasing effect.
With the development of Internet technology, people carry out shopping by internet platform and become increasingly prevalent.
This also implies that buyers are increasing to the dependence of customer service.Buyers can be by connection
Be product information that customer service obtains oneself needs, at the same product seller also can to the certain authority of customer service, so as to
There is provided for buyers in customer service and preferably service.
But, in actual applications, customer service is while the service needed for user is provided the user with, it is also possible to
According to the important information of the authority acquiring user of oneself, and then the important information of user is caused to there is leakage wind
Danger.
Content of the invention
In view of this, the embodiment of the present application there is provided a kind of operation behavior to customer service carry out sentencing method for distinguishing and
Equipment, the operation behavior for solving the problems, such as customer service in prior art cause user profile to be compromised.
A kind of operation behavior to customer service carries out sentencing method for distinguishing, including：
The service request information of collection user, wherein, clothes comprising the user in the service request information
Business request event；
According to the mapping relations between the theoretical operation behavior of default service request event and customer service, determination is adopted
The corresponding theoretical operation of the service request event of the user included in the service request information for collecting
Behavior；
Collection customer service is held according to the service request event of the user included in the service request information
Capable practical operation behavior, and the practical operation behavior is mated with the theoretical operation behavior；
According to matching result, the risk class of the practical operation behavior of the customer service is differentiated.
A kind of equipment differentiated by operation behavior to customer service, including：
Collecting unit, for gathering the service request information of user, wherein, wraps in the service request information
Service request event containing the user；
Determining unit, for reflecting between the theoretical operation behavior according to default service request event and customer service
Relation is penetrated, determines the service request event pair of the user included in the service request information for collecting
The theoretical operation behavior that answers；
Matching unit, for gathering service of the customer service according to the user included in the service request information
Practical operation behavior performed by request event, and by the practical operation behavior and the theoretical operation behavior
Mated；
Judgement unit, for according to matching result, differentiating the risk class of the practical operation behavior of the customer service.
The application has the beneficial effect that：
The service request information of the embodiment of the present application collection user, includes the use in the service request information
The service request event at family；According to reflecting between the theoretical operation behavior of default service request event and customer service
Relation is penetrated, determines the service request event pair of the user included in the service request information for collecting
The theoretical operation behavior that answers；Collection customer service is according to the service of the user included in the service request information
Practical operation behavior performed by request event, and by the practical operation behavior and the theoretical operation behavior
Mated；According to matching result, the risk class of the practical operation behavior of the customer service is differentiated.So,
By gathering the operation behavior of the service request information and customer service of user according to performed by the service request information,
Determine that the operation behavior of customer service, with the presence or absence of risk, can be avoided in time due to the exception of the operation behavior of customer service
Cause user profile compromised, effectively improve the security of user profile.
Description of the drawings
For the technical scheme being illustrated more clearly that in the embodiment of the present application, below will be to institute in embodiment description
The accompanying drawing for using is needed to briefly introduce, it should be apparent that, drawings in the following description are only the application's
Some embodiments, for one of ordinary skill in the art, in the premise for not paying creative labor
Under, other accompanying drawings can also be obtained according to these accompanying drawings.
Fig. 1 carries out sentencing the flow process of method for distinguishing for a kind of operation behavior to customer service that the embodiment of the present application is provided
Schematic diagram；
The structure of the equipment differentiated for a kind of operation behavior to customer service that the embodiment of the present application is provided by Fig. 2
Schematic diagram.
Specific embodiment
In order to realize the purpose of the application, the embodiment of the present application is carried out there is provided a kind of operation behavior to customer service
The method and apparatus of differentiation, gathers the service request information of user, comprising described in the service request information
The service request event of user；According between the theoretical operation behavior of default service request event and customer service
Mapping relations, determine the service request event of the user included in the service request information for collecting
Corresponding theoretical operation behavior；Collection customer service is according to the clothes of the user included in the service request information
Practical operation behavior performed by business request event, and by the practical operation behavior and the theoretical operation row
For being mated；According to matching result, the risk class of the practical operation behavior of the customer service is differentiated.So,
By gathering the operation behavior of the service request information and customer service of user according to performed by the service request information,
Determine that the operation behavior of customer service, with the presence or absence of risk, can be avoided in time due to the exception of the operation behavior of customer service
Cause user profile compromised, effectively improve the security of user profile.
Each embodiment of the application is described in further detail with reference to Figure of description.Obviously,
Described embodiment is only some embodiments of the present application, rather than whole embodiments.Based on this Shen
Please in embodiment, the institute obtained under the premise of creative work is not made by those of ordinary skill in the art
There are other embodiments, belong to the scope of the application protection.
Fig. 1 carries out sentencing the flow process of method for distinguishing for a kind of operation behavior to customer service that the embodiment of the present application is provided
Schematic diagram.Methods described can be as described below.
Step 101：The service request information of collection user.
Wherein, the service request event comprising the user in the service request information.
In a step 101, the mode of customer service includes but is not limited to manual service and electronic service.
Wherein, electronic service refers to customer service system when the service request event of user's transmission is received, according to
Mapping relations between service request event set in advance and query interface, determine and receive service request
The corresponding Query Result of event, and the Query Result is fed back to the user.For example：User needs inquiry
During credit balance, query interface is selected according to the prompting of customer service system, and obtains credit balance.
Manual service then refers to that user, after customer service system is accessed, is handed over by the voice between contact staff
Stream obtains Query Result.So for the situation for providing service by manual type, due to there is human factor,
So after the authority of personnel inquiry user profile of manual service is engaged in imparting, there is customer service and utilize work
Just obtain user profile, and reveal the possibility of the user profile, so also increase user profile quilt
The risk of leakage.
It should be noted that in the embodiment of the present application mainly for provide manual service customer service operation behavior
Carry out risk differentiation.
In existing customer service system, the mode of the service request information that user sends is included but is not limited to：Word
Mode, voice mode, video mode etc., then customer service system can be asked in the service for receiving user's transmission
When seeking information, the service request information that storage is received, and determine the customer service of the response service request information
Customer service is identified, the corresponding relation that sets up between the service request information and customer service mark.
So, the operation behavior for executing for the service request information in follow-up customer service, can be according to the client
Mapping relations between mark and operation behavior determine.
For a service request information, the service request information that customer service system is arrived according to real-time reception, set up
Mapping relations between service request information, customer service mark and the operation behavior of customer service, in order to right in time
The operation behavior of customer service carries out evaluation of risk.
Step 102：Closed according to the mapping between the theoretical operation behavior of default service request event and customer service
System, determines the corresponding reason of the user service request event included in the service request information for collecting
By operation behavior.
In a step 102, by the research to a large amount of historical datas, service request event can be set up with visitor
Mapping relations between the theoretical operation behavior of clothes.For example：Reimbursement whether problem is paid for one, then
Customer service needs to obtain accounts information and the sequence information of user when the payment reimbursement problem is received, that
The payment reimbursement problem is directed to, the theoretical operation behavior that customer service can be executed is inquiry accounts information and order
Information, you can set up the mapping relations paid between reimbursement and inquiry accounts information and sequence information.
So, when service request information is received, can be according to default service request event and customer service
Mapping relations between theoretical operation behavior, determine and receive the user's that includes in service request information
The corresponding theoretical operation behavior of service request event.
Step 103：Collection customer service is according to the service request of the user included in the service request information
Practical operation behavior performed by event, and the practical operation behavior is carried out with the theoretical operation behavior
Coupling.
In step 103, the practical operation behavior of collection customer service can be with the service request information of collection user
While carrying out, i.e. Real-time Collection customer service please according to the service of the user included in the service request information
Ask the practical operation behavior performed by event.
When the practical operation behavior of customer service is collected, for the service request event, the actual behaviour is said
Make behavior to be mated with the theoretical operation behavior.
Alternatively, the operation behavior includes information inquiry order and/or information inquiry content, by the reality
Operation behavior is mated with the theoretical operation behavior, including：
According to the information inquiry order included in the theoretical operation behavior, the practical operation behavior is determined
Information inquiry order whether with the information inquiry sequence consensus that include in the theoretical operation behavior；And/or,
According to the information inquiry content included in the theoretical operation behavior, the practical operation behavior is determined
Whether information inquiry content is associated with the information inquiry content included in the theoretical operation behavior.
For example：Inquire about, for one, the incoming information for whether completing of transferring accounts, the theoretical operation order of customer service is：
Identity validation --->Obtain Transaction Information --->Confirm to transfer accounts whether complete；If customer service is receiving an inquiry turn
During the incoming information whether account completes, user identity is not confirmed, but direct access user
Transaction Information, this explanation, the practical operation behavior of customer service are inconsistent with theoretical operation behavior.
Step 104：According to matching result, the risk class of the practical operation behavior of the customer service is differentiated.
At step 104, matching result be include in the practical operation behavior information inquiry order with
Information inquiry sequence consensus included in the theoretical operation behavior and information of the practical operation behavior is looked into
When inquiry content is associated with the information inquiry content included in the theoretical operation behavior, the customer service is determined
The risk class of practical operation behavior belongs to normal operating behavior for the operation behavior of inferior grade, i.e. customer service.
It is the practical operation behavior and the inconsistent and/or described reality of the theoretical operation behavior in matching result
The information inquiry content included in the information inquiry content of border operation behavior and the theoretical operation behavior not phase
Association, determines that the risk class of the practical operation behavior of the customer service is high-grade, the i.e. operation behavior of customer service
For abnormal operation behavior.
Wherein, the practical operation behavior that the risk class is used for characterizing customer service for inferior grade is normal operating row
For；It is abnormal operation behavior that the risk class is the high-grade practical operation behavior for characterizing customer service.
Alternatively, methods described also includes：
When the practical operation behavior for determining the customer service is abnormal operation behavior, triggering alarm is forbidden ringing
Answer the practical operation behavior of the customer service.
Alternatively, methods described also includes：
When the risk class of practical operation behavior of the customer service is determined more than default level threshold, open
Dynamic risk prevention system rule；
Using risk prevention system rule, the practical operation behavior to the customer service is controlled.
Illustrate when needing, the level threshold of setting can be carried out really according to actually determined risk class
Fixed, it is also possible to be determined according to historical data, do not limit here.
The technical scheme provided by the embodiment of the present application, gathers the service request information of user, the service
Service request event comprising the user in solicited message；According to default service request event and customer service
Mapping relations between theoretical operation behavior, included in the service request information that determination is collected are described
The corresponding theoretical operation behavior of the service request event of user；Collection customer service is according in the service request information
Comprising the user service request event performed by practical operation behavior, and by the practical operation row
It is to be mated with the theoretical operation behavior；According to matching result, the practical operation row of the customer service is differentiated
For risk class.So, the service request information and customer service by gathering user is believed according to the service request
The performed operation behavior of breath, determines the operation behavior of customer service with the presence or absence of risk, can avoid in time due to
The exception of the operation behavior of customer service causes user profile compromised, effectively improves the security of user profile.
The device structure differentiated for a kind of operation behavior to customer service that the embodiment of the present application is provided by Fig. 2 shows
It is intended to.The equipment includes：Collecting unit 21, determining unit 22, matching unit 23 and judgement unit 24,
Wherein：
Collecting unit 21, for gathering the service request information of user, wherein, in the service request information
Service request event comprising the user；
Determining unit 22, between the theoretical operation behavior according to default service request event and customer service
Mapping relations, determine the service request event of the user included in the service request information for collecting
Corresponding theoretical operation behavior；
Matching unit 23, for gathering clothes of the customer service according to the user included in the service request information
Practical operation behavior performed by business request event, and by the practical operation behavior and the theoretical operation row
For being mated；
Judgement unit 24, for according to matching result, differentiating risk of practical operation behavior of the customer service etc.
Level.
Alternatively, the equipment also includes：Risk control unit 25, wherein：
Risk control unit 25, for exceeding in the risk class of the practical operation behavior for determining the customer service
During default level threshold, start risk prevention system rule；
Using risk prevention system rule, the practical operation behavior to the customer service is controlled.
Alternatively, the operation behavior is comprising information inquiry order and/or information inquiry content；
The practical operation behavior is mated by the matching unit 23 with the theoretical operation behavior, bag
Include：
According to the information inquiry order included in the theoretical operation behavior, the practical operation behavior is determined
Information inquiry order whether with the information inquiry sequence consensus that include in the theoretical operation behavior；And/or,
According to the information inquiry content included in the theoretical operation behavior, the practical operation behavior is determined
Whether information inquiry content is associated with the information inquiry content included in the theoretical operation behavior.
Alternatively, the judgement unit 24 differentiates the practical operation behavior of the customer service according to matching result
Risk class, including：
It is the information inquiry order and the theoretical operation included in the practical operation behavior in matching result
The information inquiry sequence consensus that include in behavior and the information inquiry content of the practical operation behavior with described
When the information inquiry content included in theoretical operation behavior is associated, the practical operation behavior of the customer service is determined
Risk class be inferior grade；
It is the practical operation behavior and the inconsistent and/or described reality of the theoretical operation behavior in matching result
The information inquiry content included in the information inquiry content of border operation behavior and the theoretical operation behavior not phase
Association, determines that the risk class of the practical operation behavior of the customer service is high-grade；
Wherein, the practical operation behavior that the risk class is used for characterizing customer service for inferior grade is normal operating row
For；It is abnormal operation behavior that the risk class is the high-grade practical operation behavior for characterizing customer service.
Specifically, the risk control unit 25, be additionally operable in the practical operation behavior for determining the customer service be
During abnormal operation behavior, triggering alarm is forbidden responding the practical operation behavior of the customer service.
Equipment provided in an embodiment of the present invention passes through to gather the service request information of user and customer service according to the clothes
Operation behavior performed by business solicited message, determines that the operation behavior of customer service, can be timely with the presence or absence of risk
Avoid causing user profile compromised due to the exception of the operation behavior of customer service, effectively improve user profile
Security.
It will be understood by those skilled in the art that embodiments herein can be provided as method, device (equipment),
Or computer program.Therefore, the application can using complete hardware embodiment, complete software embodiment,
Or with reference to software and hardware in terms of embodiment form.And, the application can adopt one or more its
In include computer-usable storage medium (the including but not limited to disk storage of computer usable program code
Device, CD-ROM, optical memory etc.) the upper computer program that implements form.
The application be with reference to according to the method for the embodiment of the present application, device (equipment) and computer program
Flow chart and/or block diagram describing.It should be understood that can by computer program instructions flowchart and/or
Each flow process and/or square frame and flow chart and/or the flow process in block diagram and/or square frame in block diagram
In conjunction with.These computer program instructions can be provided to all-purpose computer, special-purpose computer, Embedded Processor
Or the processor of other programmable data processing device is to produce a machine so that by computer or other
The instruction of the computing device of programmable data processing device produce for realizing in one flow process of flow chart or
The device of the function of specifying in one square frame of multiple flow processs and/or block diagram or multiple square frames.
These computer program instructions may be alternatively stored in and computer or the process of other programmable datas can be guided to set
In the standby computer-readable memory for working in a specific way so that be stored in the computer-readable memory
Instruction produce and include the manufacture of command device, the command device is realized in one flow process or multiple of flow chart
The function of specifying in one square frame of flow process and/or block diagram or multiple square frames.
These computer program instructions can be also loaded in computer or other programmable data processing device, made
Obtain series of operation steps is executed on computer or other programmable devices to produce computer implemented place
Reason, the instruction so as to execute on computer or other programmable devices are provided for realizing in flow chart one
The step of function of specifying in flow process or one square frame of multiple flow processs and/or block diagram or multiple square frames.
The preferred embodiment of the application is although had been described for, but those skilled in the art once know base
This creative concept, then can make other change and modification to these embodiments.So, appended right will
Ask and be intended to be construed to include preferred embodiment and fall into being had altered and changing for the application scope.
Obviously, those skilled in the art can carry out various changes and modification without deviating from this Shen to the application
Scope please.So, if these modifications of the application and modification belong to the application claim and its equivalent
Within the scope of technology, then the application is also intended to comprising these changes and modification.
Claims (10)
1. a kind of operation behavior to customer service carries out sentencing method for distinguishing, it is characterised in that include：
The service request information of collection user, wherein, clothes comprising the user in the service request information
Business request event；
According to the mapping relations between the theoretical operation behavior of default service request event and customer service, determination is adopted
The corresponding theoretical operation of the service request event of the user included in the service request information for collecting
Behavior；
Collection customer service is held according to the service request event of the user included in the service request information
Capable practical operation behavior, and the practical operation behavior is mated with the theoretical operation behavior；
According to matching result, the risk class of the practical operation behavior of the customer service is differentiated.
2. the method for claim 1, it is characterised in that methods described also includes：
When the risk class of practical operation behavior of the customer service is determined more than default level threshold, open
Dynamic risk prevention system rule；
Using risk prevention system rule, the practical operation behavior to the customer service is controlled.
3. the method for claim 1, it is characterised in that the operation behavior includes information inquiry
Order and/or information inquiry content；
The practical operation behavior is mated with the theoretical operation behavior, including：
According to the information inquiry order included in the theoretical operation behavior, the practical operation behavior is determined
Information inquiry order whether with the information inquiry sequence consensus that include in the theoretical operation behavior；And/or,
According to the information inquiry content included in the theoretical operation behavior, the practical operation behavior is determined
Whether information inquiry content is associated with the information inquiry content included in the theoretical operation behavior.
4. method as claimed in claim 3, it is characterised in that according to matching result, differentiates the visitor
The risk class of the practical operation behavior of clothes, including：
It is the information inquiry order and the theoretical operation included in the practical operation behavior in matching result
The information inquiry sequence consensus that include in behavior and the information inquiry content of the practical operation behavior with described
When the information inquiry content included in theoretical operation behavior is associated, the practical operation behavior of the customer service is determined
Risk class be inferior grade；
It is the practical operation behavior and the inconsistent and/or described reality of the theoretical operation behavior in matching result
The information inquiry content included in the information inquiry content of border operation behavior and the theoretical operation behavior not phase
Association, determines that the risk class of the practical operation behavior of the customer service is high-grade；
Wherein, the practical operation behavior that the risk class is used for characterizing customer service for inferior grade is normal operating row
For；It is abnormal operation behavior that the risk class is the high-grade practical operation behavior for characterizing customer service.
5. method as claimed in claim 4, it is characterised in that methods described also includes：
When the practical operation behavior for determining the customer service is abnormal operation behavior, triggering alarm is forbidden ringing
Answer the practical operation behavior of the customer service.
6. the equipment differentiated by a kind of operation behavior to customer service, it is characterised in that include：
Collecting unit, for gathering the service request information of user, wherein, wraps in the service request information
Service request event containing the user；
Determining unit, for reflecting between the theoretical operation behavior according to default service request event and customer service
Relation is penetrated, determines the service request event pair of the user included in the service request information for collecting
The theoretical operation behavior that answers；
Matching unit, for gathering service of the customer service according to the user included in the service request information
Practical operation behavior performed by request event, and by the practical operation behavior and the theoretical operation behavior
Mated；
Judgement unit, for according to matching result, differentiating the risk class of the practical operation behavior of the customer service.
7. equipment as claimed in claim 6, it is characterised in that the equipment also includes：
Risk control unit, exceedes for the risk class in the practical operation behavior for determining the customer service pre-
If level threshold when, start risk prevention system rule；
Using risk prevention system rule, the practical operation behavior to the customer service is controlled.
8. equipment as claimed in claim 6, it is characterised in that the operation behavior includes information inquiry
Order and/or information inquiry content；
The practical operation behavior is mated by the matching unit with the theoretical operation behavior, including：
According to the information inquiry order included in the theoretical operation behavior, the practical operation behavior is determined
Information inquiry order whether with the information inquiry sequence consensus that include in the theoretical operation behavior；And/or,
According to the information inquiry content included in the theoretical operation behavior, the practical operation behavior is determined
Whether information inquiry content is associated with the information inquiry content included in the theoretical operation behavior.
9. equipment as claimed in claim 8, it is characterised in that the judgement unit according to matching result,
Differentiate the risk class of the practical operation behavior of the customer service, including：
It is the information inquiry order and the theoretical operation included in the practical operation behavior in matching result
The information inquiry sequence consensus that include in behavior and the information inquiry content of the practical operation behavior with described
When the information inquiry content included in theoretical operation behavior is associated, the practical operation behavior of the customer service is determined
Risk class be inferior grade；
It is the practical operation behavior and the inconsistent and/or described reality of the theoretical operation behavior in matching result
The information inquiry content included in the information inquiry content of border operation behavior and the theoretical operation behavior not phase
Association, determines that the risk class of the practical operation behavior of the customer service is high-grade；
Wherein, the practical operation behavior that the risk class is used for characterizing customer service for inferior grade is normal operating row
For；It is abnormal operation behavior that the risk class is the high-grade practical operation behavior for characterizing customer service.
10. equipment as claimed in claim 9, it is characterised in that
The risk control unit, it is abnormal operation row to be additionally operable in the practical operation behavior for determining the customer service
For when, triggering alarm or forbid responding the practical operation behavior of the customer service.
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Application publication date: 20170308 |