CN106506568B

CN106506568B - Information interaction system

Info

Publication number: CN106506568B
Application number: CN201510560574.9A
Authority: CN
Inventors: 毛永亮; 刘昊骋; 鲁瑞
Original assignee: Taikang Insurance Group Co Ltd
Current assignee: Taikang Insurance Group Co Ltd
Priority date: 2015-09-07
Filing date: 2015-09-07
Publication date: 2020-12-08
Anticipated expiration: 2035-09-07
Also published as: CN106506568A

Abstract

The present disclosure provides an information interaction system for interacting with a customer through a public number; the information interaction system comprises an interaction server and a background server; wherein the interaction server comprises: the receiving module is used for receiving information sent to the public number by a client from a public number service platform; the acquisition module is used for generating and sending a request message according to the message received by the receiving module; the sending module is used for receiving response information and sending the response information to the client by using the public number through a public number service platform; the background server comprises: and the processing module is used for receiving the request information sent by the acquisition module, generating corresponding response information according to the request information and sending the response information to the sending module. The public number interactive service system can provide better public number interactive service.

Description

Information interaction system

Technical Field

The disclosure relates to the technical field of communication, in particular to an information interaction system.

Background

With the continuous development of information technology, the functions of communication application programs are increasingly rich. At present, communication application programs are no longer simply used as chat tools, but developed into a comprehensive information platform integrating services such as communication, consultation, entertainment, search, electronic commerce, office collaboration, enterprise customer service and marketing.

Public and public service platforms have been developed to enable better interaction with group customers. After the enterprise applies for the public number serving as the application account on the public number service platform, the enterprise can utilize the public number to carry out all-around interaction and communication of information such as characters, pictures, voice and the like between the public number service platform and client groups of the enterprise so as to meet the requirements of the enterprise on marketing, customer service and the like.

For enterprise-level public numbers, public number developers generally need to deploy two types of services: one is a core business service that handles various requests from the public number, and the other is an interactive service that interacts with customers through the public number. For example, in the interactive service, information of the client is received through the public number, the core service analyzes and processes the received information to obtain response information, and finally the response information is returned to the client through the interactive service to complete interaction with the client.

As shown in fig. 1, in the prior art, the two types of services are usually deployed on the same server without distinction, so that the server pressure faces a double pressure, and particularly for a public number frequently exchanged with a client through a public number service platform, the capacity of the corresponding server for processing core services is obviously reduced. For the information interaction system architecture, on one hand, development of core business services by developers is not facilitated, and on the other hand, better interaction services are not provided for customers. In addition, because the servers corresponding to the public numbers are independent, and further, the information related to the interaction of the public numbers is also isolated from each other, the sharing cannot be realized, and the coupling expansion of a plurality of public number services under the same enterprise flag is very unfavorable.

Disclosure of Invention

An object of the present disclosure is to provide an information interaction system for overcoming, at least to some extent, one or more problems due to limitations and disadvantages of the related art.

Additional features and advantages of the disclosure will be set forth in the detailed description which follows, or in part will be learned by practice of the disclosure.

According to a first aspect of the present disclosure, there is provided an information interaction system for interacting with a customer through a public number; the information interaction system comprises an independent interaction server and a background server; wherein:

the interaction server includes:

the receiving module is used for receiving information sent to the public number by a client from a public number service platform;

the acquisition module is used for generating and sending a request message according to the message received by the receiving module;

the sending module is used for receiving response information and sending the response information to the client by using the public number through a public number service platform;

the background server comprises:

and the processing module is used for receiving the request information sent by the acquisition module, generating corresponding response information according to the request information and sending the response information to the sending module.

In an exemplary embodiment of the present disclosure, the interaction server further includes:

the MySQL database is provided with a first security level and is used for storing first type data information;

the NoSQL database is provided with a second security level and is used for storing second type data information;

the first security level is higher than the second security level, the access authority required by the first type of data information is higher than that of the second type of data information, and the frequency of accessing the second type of data information is higher than that of the first type of data information.

In an exemplary embodiment of the present disclosure, the first type of data information is high access right data information, including one or more of administrator information, customer information, multimedia file parameters, and customer transaction records; in the present invention, the high access right data information refers to data information which has an operating frequency lower than a preset frequency, such as being accessed or called, but needs to have a privacy requirement due to factors such as privacy of a client in an information interaction process between a public number and the client, wherein the information interaction process comprises: interactive process of the public number responding to the customer's demand, process of the public number actively sending information to the customer, etc.

The second type of data information is high access frequency data information including one or more of customer and public information, public parameter information, communication ports, machine response information, payment credentials, and service links. In the present invention, the high access frequency data information refers to data information with an operation frequency higher than a preset frequency, such as access or calling, in an information interaction process between a public account and a client, wherein the information interaction process includes: interactive process of the public number responding to the customer's demand, process of the public number actively sending information to the customer, etc.

and the NAS database is used for storing the archived data information.

In an exemplary embodiment of the present disclosure, the archived data information includes one or more of multimedia files, business transaction data, customer operation records, and log files.

In an exemplary embodiment of the present disclosure, the public number is plural, and all of the public numbers share the databases.

a judging module, configured to judge a type of the information received by the receiving module:

if the judging module judges that the information received by the receiving module belongs to the automatic response range, the obtaining module generates and sends out first request information;

if the judging module judges that the information received by the receiving module belongs to the service handling range, the obtaining module generates and sends out second request information;

and if the judging module judges that the information received by the receiving module belongs to the artificial answer range, the obtaining module generates and sends out third request information.

In an exemplary embodiment of the present disclosure, the processing module includes:

the information providing unit is used for providing corresponding machine response information as the response information according to the first request information;

a service handling unit, configured to handle a corresponding service according to the second request information, and use service handling information as the response information;

and the manual service center is used for presenting the third request information and accepting the information input to the manual service center as the response information.

In an exemplary embodiment of the present disclosure, the background server further includes:

the pushing module is used for receiving an instruction of a public number administrator to generate pushing information and sending the pushing information to the processing module,

and the processing module receives the push information, generates corresponding response information according to the push information and sends the response information to the sending module.

In an exemplary embodiment of the present disclosure, the data information has a public number source identifier, and only a source public number identifier corresponding to the public number source identifier has an access right to the corresponding data information.

and the learning module is connected with each database and is used for opening and appointing the access authority of the public number to all data information according to the instruction of the public number administrator.

and the learning module is connected with each database and is used for opening the access authority of the appointed public number to the data information of the specific target client according to the instruction of a public number administrator.

In an exemplary embodiment of the present disclosure, the information interaction system further includes:

the customer service module comprises a plurality of customer service systems with sequentially reduced priorities; the customer service module is used for preferably utilizing the customer service system with the highest priority to answer when the customer seeks customer service, and the customer service systems with other priorities answer when the customer service system with the previous priority cannot answer.

In an exemplary embodiment of the present disclosure, the NoSQL database further stores customer service setting data for setting increase or decrease of the customer service system and changing of the priority of the customer service system.

In an exemplary embodiment of the present disclosure, the public service platform includes a micro-messaging public service platform or a micro-blog public service platform.

In the information interaction system in the exemplary embodiment of the disclosure, the mutual separation of the interaction service and the core service is realized by arranging the relatively independent interaction server and the background server, the interaction service and the core service are not influenced by each other, both the two services can be optimized, and further, the overall processing capacity of the information interaction system of an enterprise can be improved. Meanwhile, the independent layered structures can improve the safety in the public number interaction process.

Furthermore, the public number interaction related information can be classified and stored in the embodiment of the disclosure, so that the external safety of the information is improved, and the information reading speed is effectively increased. Public number source identification is set in the data, and it is stipulated that only the public number corresponding to the source identification has access authority to the data information, thereby further increasing the information security management in the system. Meanwhile, a learning module is added according to the demands of public number managers, and sharing and mutual learning of internal information can be realized on the basis of guaranteeing the safety of the internal information, so that the whole information can be comprehensively utilized through technologies such as big data analysis and automatic learning to provide better interactive service experience for customers.

In addition, in the embodiment of the disclosure, a customer service module with a new framework can be arranged, so that a more preferable customer service system can be provided for customers as much as possible, and therefore, the customer experience of public numbers can be greatly improved.

Drawings

The above and other features and advantages of the present disclosure will become more apparent by describing in detail exemplary embodiments thereof with reference to the attached drawings.

Fig. 1 is a schematic architecture diagram of an information interaction system in the prior art.

Fig. 2 is a schematic architecture diagram of an information interaction system in an exemplary embodiment of the present disclosure.

Fig. 3 is a schematic block diagram of an information interaction system in an exemplary embodiment of the present disclosure.

Fig. 4 is a schematic topology diagram of an information interaction system in an exemplary embodiment of the disclosure.

Fig. 5 is a schematic block diagram of another information interaction system in an exemplary embodiment of the present disclosure.

Fig. 6 is a schematic topology diagram of another information interaction system in an exemplary embodiment of the disclosure.

Fig. 7 is a schematic view of a switching flow of a customer service system in an exemplary embodiment of the disclosure.

Detailed Description

Exemplary embodiments will now be described more fully with reference to the accompanying drawings. The exemplary embodiments, however, may be embodied in many different forms and should not be construed as limited to the embodiments set forth herein; rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the concept of example embodiments to those skilled in the art. In the drawings, the shape and size, and the connection relationship are exaggerated, distorted, or simplified for clarity. The same reference numerals denote the same or similar structures in the drawings, and thus detailed descriptions thereof will be omitted.

Furthermore, the described features, structures, or steps may be combined in any suitable manner in one or more embodiments. In the following description, numerous specific details are provided to give a thorough understanding of embodiments of the disclosure. One skilled in the relevant art will recognize, however, that the subject matter of the present disclosure can be practiced without one or more of the specific details, or with other methods, steps, structures, etc.

The exemplary embodiment provides an information interaction system for interacting with customers through public numbers. Referring to fig. 2, the information interaction system mainly includes an interaction server and a background server. The interactive server and the background server are mutually independent and respectively process respective services. For example, the interaction server is mainly dedicated to implementing the interaction service, and the background server is mainly dedicated to processing the core service according to the request. The interaction server and the backend server in the present exemplary embodiment will be described in more detail below.

The interaction server is mainly configured to provide an interaction channel between the background server and the public service platform, and as shown in fig. 3 and fig. 4, in this exemplary embodiment, the interaction server mainly includes a receiving module, an obtaining module, and a sending module. The receiving module is mainly used for receiving information sent to the public number by a client from a public number service platform; the acquisition module is mainly used for generating and sending a request message according to the message received by the receiving module; the sending module is mainly used for receiving a response message and sending the response message to the client by using the public number through a public number service platform. The background server does not need to process the interactive service and mainly comprises a processing module, wherein the processing module is used for receiving the request information sent by the acquisition module, generating corresponding response information according to the request information and sending the response information to the sending module.

Taking the example that the public number is a WeChat public number, the public number service platform is a WeChat server, and a client transacts the insurance business of a T enterprise through the WeChat public number as an example:

the client firstly obtains and pays attention to the WeChat public number related to the insurance business of the T enterprise through a mobile terminal such as a mobile phone or other equipment (only when the client establishes a conversation relation with a business system server for the first time), and an interaction server of the T enterprise establishes a conversation relation between a background server of the T enterprise and the client through a WeChat server. After the conversation is established, the client sends a message to the public, which may be a text message input by the client, or may be a voice message or other type of message input by the client. The WeChat server transmits information sent by a client to a public number to an interactive server, a receiving module in the interactive server receives the information, the interactive server analyzes the information transmitted by the WeChat server from the client to the public number, and learns that the client needs to handle insurance services, an acquisition module generates information requesting to handle the insurance services according to the information and transmits the information to a processing module of a background server, the processing module generates corresponding response information according to the information requesting to handle the insurance services and transmits the response information to the transmitting module, and the response information can be information about successful handling of the insurance services, can also be an electronic form for filling in information about handling the insurance services by the client, can also be information about the insurance services and the like; the type of information may be text, pictures, voice, video, etc. And after receiving the response information, the sending module sends the response information to the client by using the public number through the WeChat server to complete one-time interaction. This interaction may need to be performed multiple times in the process of completing the insurance transaction.

Through at least one interaction between the client and the insurance enterprise WeChat public number, the client can be recorded as a target client in a database of the insurance enterprise WeChat public number, and the client information, the client transaction record, the administrator information, the multimedia file parameter and other high access authority data information of the client, and the client and public number information, the public number parameter information, the communication port, the machine response information, the payment evidence, the service link and other high access frequency data information in one or more interaction processes are read or recorded; and filing data information such as multimedia files, business handling data, client operation records, log files and the like.

In addition, as shown in fig. 3, in this exemplary embodiment, a push module may be further included in the backend server. The pushing module is used for acquiring an information pushing instruction of a public number administrator to generate pushing information and sending the pushing information to the processing module. The processing module receives the push information, generates corresponding response information according to the push information, sends the response information to the sending module of the interactive server, and sends the response information to the client for receiving.

For example, when a T-enterprise needs to push information of a new insurance product to a large number of target clients, a wechat public number administrator may send a new product information push instruction to a push module in a server, and the push module receives the push instruction, generates new product push information, and sends the new product push information to a processing module. The processing module receives the push information, generates corresponding response information according to the push information, sends the response information to the sending module of the interaction server, sends the promotion information of the new product to the WeChat server through the sending module, and then the WeChat server forwards the promotion information to all target clients in the T enterprise WeChat public number database for receiving.

In the information interaction system, the interaction server provides an interaction channel between the background server and the public number service platform, and can finish interaction service relatively independently, so that the background server does not need to process the interaction service, and a public number developer can use concentrated energy and resources for developing core services. Because the interactive service and the core service are separated from each other and do not influence each other, the two services can be optimized, and further the overall processing capacity of the information interaction system of an enterprise can be improved. Meanwhile, the independent layered structures can improve the safety in the public number interaction process.

In the prior art, information interacted between a client and an enterprise through a public number, such as client information, public number information, client and public number message records, client operation records, business transaction records, machine response information and the like, is stored in the same database, and an importance level, a security level or a use frequency level and the like are not distinguished. When data inquiry and survey are carried out, a polling mode is also generally adopted, all information of related customers is polled and called, and then the display content is selected and displayed according to the specific requirements of an administrator or the customers on the display content. This is mainly because it is complicated to set access permission levels in the same database according to differences in security and the like, and the cost performance is not high. Therefore, the problems that the security cannot be ensured or the reading is inconvenient when a high security level is set and the like can occur when different information is stored in the same database due to different importance degrees and different common degrees of different information at the present stage, and the interaction efficiency is influenced. In addition, when an enterprise has a plurality of public numbers, the interactive information corresponding to each public number is mutually sealed, and sharing cannot be realized, which is very unfavorable for the coupling expansion of a plurality of public number services under the same enterprise flag. At present, enterprise-level data also has internal security and shared coupling on the basis of ensuring the external security of the data.

With continuing reference to fig. 3 and fig. 4, in response to the above problem, the interaction server in the present exemplary embodiment further includes a MySQL database and a NoSQL database. The MySQL database has a first security level, and the first security level is a relatively higher security level and is used for storing first type data information. The NoSQL database has a second security level which is lower than the first security level; the NoSQL database is used for storing the second type of data information. The access authority required by the first type data information is higher than that of the second type data information, and the frequency of accessing the second type data information is higher than that of the first type data information. For example, the first type data information includes client information (e.g., real name information), client transaction records and high access right information such as administrator information, multimedia file parameters, and backup files. The second type of data information includes high access frequency information such as client and public information, public parameter information, communication ports (e.g., communication ports between an interaction server and a background server, communication ports between an interaction server and a public service platform), machine response information (e.g., keywords), payment credentials, and service links (e.g., business transaction connections). Of course, those skilled in the art may also classify the information related to the interaction more according to the requirement, and correspondingly provide a corresponding type database for storage, for example, as shown in fig. 5 and fig. 6, the interaction server may further include a NAS database for storing the archived data information. The archived data information may include multimedia files (e.g., video and audio image files), business handling data (e.g., customer claims data), customer operation records (e.g., customer click menu records), log files, etc., which are not limited by the exemplary embodiment.

Further, in this exemplary embodiment, when there are a plurality of public numbers, all the public numbers may be performed on the same interaction server, so that all the public numbers may share each database, and thus, information may be integrally shared among all the public numbers under the same enterprise flag. In order to realize the safety guarantee of the data information in the pair, the first type data information and the second type data information can be further set to have public number source identification, and only a source public number corresponding to the public number source can have the access right to the corresponding data information. When the pushed information of the enterprise is oriented to all target clients, the interactive server further comprises a learning module which is connected with the MySQL database, the NoSQL database and the NAS database and used for opening the access authority of all public numbers to all the first type data information and the second type data information according to the instructions of a public number administrator, so that the information of all the target clients is called, and the comprehensive effect of information pushing is guaranteed.

In addition, when an enterprise has a large amount of target client information through the WeChat system, according to a big data theory, a specific target client (client with financing capacity or desire) suitable for a certain insurance product (such as an insurance financing product) can be searched from the large amount of target client information by utilizing a statistical principle. However, if the insurance product is sent to a target client who is not interested in the insurance product, the pushed resource will be wasted, and even the client may dislike the mind, resulting in giving up the attention to the WeChat of the enterprise. To solve this problem, the learning module in the present exemplary embodiment may open an access right of the specified public number to the data information of the specific target client according to an instruction of a public number administrator. That is, when a target client enters the database of the T-corporation interaction server not through the insurance financing public number, and the target client is confirmed to have the financing capacity or desire through searching, the target client can be selected as the specific target client of the insurance financing public number. The learning module can open the access authority of the first type data information and the second type data information of the specific target client for the insurance financing public number, so that the information of the insurance financing product is directionally pushed to the learning module.

Moreover, when the learning module is connected with the MySQL database, the NoSQL database and the NAS database, the learning module can be further used for analyzing data in the MySQL database, the NoSQL database and the NAS database to improve the service provided for the customer, so that better experience can be provided for the customer. For example, the learning module analyzes the client and public information records, thereby continuously and automatically optimizing the machine response information; the learning module can also analyze information such as client information, public number parameter information, business handling records, client and public number message records, client operation records and the like, and further can count data such as age distribution, occupation distribution, regional distribution, demand distribution, service experience and the like of the client, so that a background server can provide better interactive service for the client in a targeted manner, and the like.

Compared with the prior art, the information reading method and the information reading device have the advantages that classified storage is carried out on the public number interaction related information, the safety is improved, and meanwhile, the information reading speed is effectively improved. Meanwhile, information sharing among public numbers is achieved, and therefore the whole information can be comprehensively utilized through technologies such as big data analysis and automatic learning to provide better interactive service experience for customers.

With continuing reference to fig. 3 to fig. 6, in the present exemplary embodiment, the interaction server may further include a determining module. The judging module is used for judging the type of the information received by the receiving module so as to provide convenience for subsequent processing. For example, if the determining module determines that the information received by the receiving module belongs to the automatic response range, the obtaining module may generate and send a first request message; if the judging module judges that the information received by the receiving module belongs to the service handling range, the obtaining module can generate and send out second request information; if the judging module judges that the information received by the receiving module belongs to the artificial answer range, the obtaining module can generate and send out third request information. Correspondingly, the processing module is provided with a unit for processing different requests, for example, the processing module comprises an information providing unit, a business handling unit, a manual service center and the like. The information providing unit can be used for providing corresponding machine response information as the response information according to the first request information; the service handling unit may be configured to handle the corresponding service according to the second request information, and use the service handling information as the response information, where the service handling information may include a handling result or information such as an electronic form required for handling the service; the manual service center can be used for presenting the third request information to the customer service staff through a screen and receiving information input by the customer service staff to the manual service center as the response information. Of course, in other exemplary embodiments of the present disclosure, the determining module may also determine that the information received by the receiving module belongs to multiple types at the same time, and at this time, multiple different processing manners may need to be provided correspondingly and simultaneously; moreover, the mutual calling between the units of the processing module may occur, and the like, and all belong to the protection scope of the present disclosure.

In the prior art, a customer service system of an information interaction system of an enterprise is single, management is disordered, and customer experience is poor. With continuing reference to fig. 3 and 5, in the exemplary embodiment, the information interaction system may further include a customer service module for providing corresponding services in the form of text or voice when the customer needs to consult, seek help or complain about the customer service. In the exemplary embodiment, the customer service module may include a plurality of customer service systems whose priorities are sequentially lowered; the customer service module is used for preferably utilizing the customer service system with the highest priority to answer when the customer seeks customer service, and the customer service systems with other priorities answer when the customer service system with the previous priority cannot answer.

For example, the customer service module may include UC customer service, intelligent customer service, wechat customer service, Tencent customer service, and custom customer service, which are sequentially reduced in priority. When a customer requests customer service, the working flow of the customer service module is as shown in fig. 7, and first, when the UC customer service is judged to be in an open state, the customer is preferentially responded by the UC customer service; when the UC customer service system is judged to be in the closed state and the intelligent customer service system is judged to be in the open state, the intelligent customer service system preferentially responds to the customer. In addition, in the exemplary embodiment, the NoSQL database may further store customer service setting data for increasing or decreasing the customer service system and changing the priority of the customer service system. For example, a public number administrator may be allowed to set the priority level of each customer service system, and a client may be allowed to join corresponding customer service according to the need of the client. Of course, in other exemplary embodiments of the present disclosure, the customer may also enter any customer service system actively according to the keyword prompt, which is not limited in this exemplary embodiment. Compared with the prior art, the customer service module in the exemplary embodiment provides a more preferable customer service system as far as possible, and meanwhile, the customer service module can be freely switched, so that the customer experience of public numbers can be greatly improved.

In addition, the public number service platform may be a microblog service platform, a short message background server, and other service platforms besides the WeChat server, and the specific form of the public number service platform is not limited in this embodiment. In addition, the enterprise and the type of the service provided are not limited by the disclosure, and any enterprise may use an API (Application Programming Interface) Interface authorized by the public number service platform after being authorized by the public number service platform, and perform secondary development by combining the API Interface according to the service requirement of the enterprise, so as to implement interaction between the public number service platform and the client, which is not described herein again.

The present disclosure has been described in terms of the above-described embodiments, which are merely exemplary of the implementations of the present disclosure. It must be noted that the disclosed embodiments do not limit the scope of the disclosure. Rather, it is intended that all such alterations and modifications be included within the spirit and scope of this disclosure.

Claims

1. An information interaction system is used for interacting with clients through public numbers; the information interaction system is characterized by comprising an independent interaction server and a background server; wherein:

the interaction server is used for providing an interaction channel between the background server and the public service platform; the interaction server includes:

the acquisition module is used for generating and sending a request message according to the message received by the receiving module; if the judging module judges that the information received by the receiving module belongs to the automatic response range, the obtaining module generates and sends out first request information; if the judging module judges that the information received by the receiving module belongs to the service handling range, the obtaining module generates and sends out second request information; if the judging module judges that the information received by the receiving module belongs to the artificial answer range, the obtaining module generates and sends out third request information;

the background server does not need to process interactive services; the background server comprises:

the processing module is used for receiving the request information sent by the acquisition module, generating corresponding response information according to the request information and sending the response information to the sending module; the processing module comprises:

2. The information interaction system of claim 1, wherein the interaction server further comprises:

3. The information interaction system of claim 2, wherein:

the first type data information is high access right data information and comprises one or more of administrator information, customer information, multimedia file parameters and customer transaction records;

the second type of data information is high access frequency data information including one or more of customer and public information, public parameter information, communication ports, machine response information, payment credentials, and service links.

4. The information interaction system of claim 2, wherein the interaction server further comprises:

and the NAS database is used for storing the archived data information.

5. The information interaction system of claim 4, wherein:

the archived data information includes one or more of multimedia files, business transaction data, client operation records, and log files.

6. The information interaction system according to any one of claims 3 to 5, wherein the public numbers are plural, and all the public numbers share the databases.

7. The information interaction system of any one of claims 2 to 5, wherein the backend server further comprises:

8. The information interaction system of claim 7, wherein the data information has a public number source identifier, and only a source public number corresponding to the public number source identifier has access to the corresponding data information.

9. The information interaction system of claim 7, wherein the interaction server further comprises:

and the learning module is connected with each database and is used for opening and appointing the access authority of the public number to all the data information according to the instruction of a public number administrator.

10. The information interaction system of claim 6, wherein the interaction server further comprises:

11. The information interaction system according to any one of claims 2 to 5, wherein the information interaction system further comprises:

12. The information interaction system of claim 11, wherein the NoSQL database further stores customer service setting data for setting the increase or decrease of the customer service system and the change of the priority of the customer service system.