CN106899487B

CN106899487B - Communication processing method, device, server and equipment

Info

Publication number: CN106899487B
Application number: CN201610528557.1A
Authority: CN
Inventors: 朱锡全; 阮征; 楼贤林
Original assignee: Advanced New Technologies Co Ltd
Current assignee: Advanced New Technologies Co Ltd; Advantageous New Technologies Co Ltd
Priority date: 2016-07-06
Filing date: 2016-07-06
Publication date: 2020-11-03
Anticipated expiration: 2036-07-06
Also published as: CN106899487A

Abstract

The application discloses a communication processing method, a communication processing device, a server and communication equipment, wherein the communication server sets the session connection of a receiving client to be in a first processing state or a second processing state according to a user request sent by the receiving client; when a user message sent by any sending client is received, if the conversation connection between the sending client and the receiving client is in the first processing state, acquiring a reply message matched with the user message from a message database, and sending the reply message to the sending client; and if the session connection between the sending client and the receiving client is in the second processing state, sending the user message to the receiving client, so that the receiving client outputs the user message. The embodiment of the application realizes the timely processing of the user message.

Description

Communication processing method, device, server and equipment

Technical Field

The present application belongs to the field of communications technologies, and in particular, to a communication processing method, an apparatus, a server, and a client.

Background

In the existing communication scenario implemented by using the instant messaging technology, one user may communicate with multiple users, for example, in a web (web) based "online customer service" communication scenario, a customer service person in the "online customer service" is usually a one-to-many service in the service process, that is, one customer service person may serve multiple users at the same time.

Taking the 'online customer service' as an example, when carrying out communication, a communication server firstly establishes a dialogue connection between a sending client of an access application and a receiving client of a customer service worker; the access sends the user message through the sending client, the communication server forwards the user message to the receiving client, the customer service staff can send the reply message through the receiving client according to the user message, and the communication server forwards the reply message to the sending client.

However, since one customer service person may serve multiple accesses at the same time, the customer service person needs to switch back and forth in each session, and may not reply in time, so that the problem of untimely processing of user messages exists, and user experience is affected.

Disclosure of Invention

In view of this, the present application provides a communication processing method, apparatus, server and device, so as to implement timely processing of user messages.

In order to solve the above technical problem, the present application discloses a communication processing method, including:

according to a user request sent by a receiving client, setting the session connection of the receiving client to be in a first processing state or a second processing state;

when a user message sent by any sending client is received, if the conversation connection between the sending client and the receiving client is in the first processing state, acquiring a reply message matched with the user message from a message database, and sending the reply message to the sending client;

and if the session connection between the sending client and the receiving client is in the second processing state, sending the user message to the receiving client, so that the receiving client outputs the user message.

Preferably, the setting the session connection of the receiving client to the first processing state or the second processing state according to the user request sent by the receiving client includes:

when a first user request sent by a client is received, switching a requested dialog connection in the first processing state from the first processing state to the second processing state; the first user request is generated when the receiving client detects first user operation;

when a second user request sent by a receiving client is received, all conversation connections of the receiving client in the first processing state are switched from the first processing state to the second processing state; the second user request is generated when the receiving client detects the second user operation;

when receiving a third user request sent by a receiving client, switching a requested dialog connection in the second processing state from the second processing state to the first processing state; the third user request is generated when the receiving client detects a third user operation;

when a fourth user request sent by a receiving client is received, all the session connections of the receiving client in the second processing state are switched from the second processing state to the first processing state; the fourth user request is generated when the receiving client detects the fourth user operation.

Preferably, after the session connection of the receiving client is set to the first processing state or the second processing state according to the user request sent by the receiving client, the method further includes:

when a session connection request of any sending client is received and all session connections of the receiving client are in the first processing state, establishing the session connections of the sending client and the receiving client, and setting the session connections to be in the first processing state.

Preferably, when the session connection between the sending client and the receiving client is in the first processing state, acquiring a reply message matched with the user message from a message database, and sending the reply message to the sending client includes:

and if the session connection between the sending client and the receiving client is in a first processing state, calling an automatic question-answering server to acquire a reply message matched with the user message from a message database, and sending the reply message to the sending client.

Preferably, after the reply message matching the user message is acquired from the message database if the session connection between the sending client and the receiving client is in the first processing state, the method further includes:

and sending the user message and the reply message to the receiving client, so that the receiving client outputs the user message and the reply message.

Preferably, if the session connection between the sending client and the receiving client is in the second processing state, the method further includes sending the user message to the receiving client, so that after the receiving client outputs the user message:

detecting whether a reply message sent by the receiving client side is received within a preset time;

and if the reply message sent by the receiving client is not received within the preset time, switching the conversation connection between the sending client and the receiving client from the second processing state to the first processing state, acquiring the reply message matched with the user message from a message database, and sending the reply message to the sending client.

A method of communication processing, comprising:

a receiving client sends a user request triggered by a user to a communication server, so that the communication server sets the session connection of the receiving client to be in a first processing state or a second processing state according to the user request sent by the receiving client; when receiving a user message of any sending client, if the conversation connection between the sending client and the receiving client is in a first processing state, acquiring a reply message matched with the user message from a message database, and sending the reply message to the sending client; if the session connection between the sending client and the receiving client is in a second processing state, sending the user message to the receiving client;

and receiving the user message which is sent by the communication server and corresponds to the conversation connection in the second processing state, and outputting the user message.

Preferably, the receiving the user request triggered by the user sent by the client to the communication server comprises:

when first user operation is detected, generating a first user request, sending the first user request to a communication server, and enabling the communication server to switch a requested session connection in the first processing state from the first processing state to the second processing state;

when the operation of a second user is detected, generating a second user request, sending the second user request to the communication server, and enabling the communication server to switch all the session connections of the receiving client in the first processing state from the first processing state to the second processing state;

when detecting the operation of a third user, generating a third user request, sending the third user request to the communication server, and switching the requested session connection in the second processing state from the second processing state to the first processing state by the communication server;

and when detecting the operation of a fourth user, generating a fourth user request, sending the fourth user request to the communication server, and switching all the session connections of the receiving client in the second processing state from the second processing state to the first processing state by the communication server.

Preferably, after the receiving client sends the user request triggered by the user to the communication server, the method further includes:

after receiving a feedback message that the communication server sets the session connection to be in the first processing state or the second processing state, updating the user interface and outputting state prompt information; the state prompt information is used for prompting the user whether any dialog connection is in the first processing state or the second processing state.

A communication processing apparatus comprising:

the system comprises a state setting module, a first processing module and a second processing module, wherein the state setting module is used for setting the session connection of a receiving client to be a first processing state or a second processing state according to a user request sent by the receiving client;

the first processing module is used for acquiring a reply message matched with the user message from a message database and sending the reply message to any sending client when the user message sent by the sending client is received and if the conversation connection between the sending client and the receiving client is in a first processing state; and if the session connection between the sending client and the receiving client is in a second processing state, sending the user message to the receiving client, so that the receiving client outputs the user message.

Preferably, the state setting module includes:

a first state setting unit, configured to, when receiving a first user request sent by a client, switch a requested session connection in the first processing state from the first processing state to the second processing state; the first user request is generated when the receiving client detects first user operation;

a second state setting unit, configured to switch, when receiving a second user request sent by a receiving client, all session connections of the receiving client in the first processing state from the first processing state to the second processing state; the second user request is generated when the receiving client detects the second user operation;

a third state setting unit, configured to switch a requested session connection in the second processing state from the second processing state to the first processing state when receiving a third user request sent by a receiving client; the third user request is generated when the receiving client detects a third user operation;

a fourth state setting unit, configured to switch all session connections of the receiving client in the second processing state from the second processing state to the first processing state when receiving a fourth user request sent by the receiving client; the fourth user request is generated when the receiving client detects the fourth user operation.

Preferably, the method further comprises the following steps:

the connection establishing module is used for establishing the session connection of the sending client and the receiving client when all the session connections of the receiving client are in the first processing state when receiving the session connection request of any sending client, and setting the session connection to be in the first processing state.

Preferably, when the session connection between the sending client and the receiving client is in the first processing state, the first processing module obtains a reply message matched with the user message from a message database, and sends the reply message to the sending client, where the reply message is specifically used for:

Preferably, the method further comprises the following steps:

and the output module is used for sending the user message and the reply message to the receiving client after the first processing module acquires the reply message matched with the user message from a message database, so that the receiving client outputs the user message and the reply message.

Preferably, the method further comprises the following steps:

the detection module is used for detecting whether a reply message sent by the receiving client side is received within preset time after the first processing module sends the user message to the receiving client side and enables the receiving client side to output the user message;

and the second processing module is used for switching the conversation connection between the sending client and the receiving client from the second processing state to the first processing state when the reply message sent by the receiving client is not received within the preset time, acquiring the reply message matched with the user message from a message database, and sending the reply message to the sending client.

A communication server comprising a receiving component, a sending component and a processing component;

the processing component is used for triggering the receiving component to receive a user request sent by a receiving client, and setting the session connection of the receiving client to be in a first processing state or a second processing state according to the user request;

when the receiving component receives a user message sent by any sending client, if the conversation connection between the sending client and the receiving client is in a first processing state, acquiring a reply message matched with the user message from a message database, and triggering the sending component to send the reply message to the sending client;

and if the session connection between the sending client and the receiving client is in a second processing state, triggering the sending component to send the user message to the receiving client, so that the receiving client outputs the user message.

A communication processing apparatus comprising:

the system comprises a sending module, a receiving module and a processing module, wherein the sending module is used for sending a user request triggered by a user to a communication server, so that the communication server sets the session connection of a receiving client to be in a first processing state or a second processing state according to the user request sent by the receiving client; when receiving a user message of any sending client, if the conversation connection between the sending client and the receiving client is in a first processing state, acquiring a reply message matched with the user message from a message database, and sending the reply message to the sending client; if the session connection between the sending client and the receiving client is in a second processing state, sending the user message to the receiving client;

and the receiving module is used for receiving the user message which is sent by the communication server and corresponds to the conversation connection in the second processing state and outputting the user message.

Preferably, the sending module includes:

the first sending unit is used for generating a first user request when detecting a first user operation, sending the first user request to a communication server, and enabling the communication server to switch a requested session connection in the first processing state from the first processing state to the second processing state;

a second sending unit, configured to generate a second user request when detecting a second user operation, and send the second user request to the communication server, so that the communication server switches all session connections of the receiving client in the first processing state from the first processing state to the second processing state;

a third sending unit, configured to generate a third user request when detecting a third user operation, and send the third user request to the communication server, so that the communication server switches a requested session connection in the second processing state from the second processing state to the first processing state;

and the fourth sending unit is used for generating a fourth user request when detecting a fourth user operation, sending the fourth user request to the communication server, and enabling the communication server to switch all the session connections of the receiving client in the second processing state from the second processing state to the first processing state.

Preferably, the method further comprises the following steps:

the updating module is used for updating the user interface and outputting state prompt information after receiving a feedback message that the communication server sets the session connection to be in the first processing state or the second processing state; the state prompt information is used for prompting the user whether any dialog connection is in the first processing state or the second processing state.

A terminal device comprises an input component, a display component and a processing component;

the input component is used for detecting user operation of a user;

the processing component is used for generating a user request according to the user operation of the input component and sending the user request to the communication server, so that the communication server sets the session connection of the receiving client to be in a first processing state or a second processing state according to the user request sent by the receiving client; when receiving a user message of any sending client, if the conversation connection between the sending client and the receiving client is in a first processing state, acquiring a reply message matched with the user message from a message database, and sending the reply message to the sending client; if the session connection between the sending client and the receiving client is in a second processing state, sending the user message to the receiving client;

and receiving a user message which is sent by the communication server and corresponds to the conversation connection in the second processing state, and triggering the display component to output the user message.

Compared with the prior art, the application can obtain the following technical effects:

the receiving client sends the user request to the communication server, the communication server can set the session connection of the receiving client to be in a first processing state or a second processing state according to the user request, so that for the session connection in the first processing state, when the user message sent by the corresponding sending client is received, the reply message matched with the user message is directly obtained from the message database and sent to the sending client, manual processing is not needed, and for the session connection in the second processing state, when the user message sent by the corresponding sending client is received, the reply message is sent to the receiving client according to a normal processing flow to be output so as to wait for manual processing.

Of course, it is not necessary for any one product to achieve all of the above-described technical effects simultaneously.

Drawings

The accompanying drawings, which are included to provide a further understanding of the application and are incorporated in and constitute a part of this application, illustrate embodiment(s) of the application and together with the description serve to explain the application and not to limit the application. In the drawings:

fig. 1 is a flowchart of an embodiment of a communication processing method according to an embodiment of the present application;

fig. 2 is a flowchart of another embodiment of a communication processing method according to an embodiment of the present application;

fig. 3 is a schematic structural diagram of a communication processing system in a practical application according to an embodiment of the present application;

fig. 4 is a flowchart of another embodiment of a communication processing method according to an embodiment of the present application;

FIGS. 5 a-5 b are schematic diagrams of user interface displays of a receiving client in a practical application according to an embodiment of the present application;

fig. 6 is a schematic structural diagram of an embodiment of a communication processing apparatus according to an embodiment of the present application;

fig. 7 is a schematic structural diagram of an embodiment of a communication server according to an embodiment of the present application;

fig. 8 is a schematic structural diagram of another embodiment of a communication processing apparatus according to an embodiment of the present application;

fig. 9 is a schematic structural diagram of an embodiment of a terminal device according to an embodiment of the present application.

Detailed Description

Embodiments of the present application will be described in detail with reference to the drawings and examples, so that how to implement technical means to solve technical problems and achieve technical effects of the present application can be fully understood and implemented.

The technical scheme is mainly suitable for an instant messaging scene, such as an online customer service communication scene, wherein the online customer service is a page communication technology which takes a webpage as a medium and provides an instant communication channel for users and customer service staff.

In an instant messaging scene, a communication server establishes a session connection between a sending client and a receiving client, and the sending client and the receiving client realize instant messaging. However, one receiving client may establish a session connection with multiple sending clients, so that a user of the receiving client may chat with users of multiple sending clients at the same time, and the user of the receiving client needs to perform session switching continuously at the receiving client to process user messages sent by different sending clients. For some users, messages may be processed in a non-timely manner, especially when the receiving client has more established session connections, and thus the user experience is seriously affected.

In the embodiment of the present application, according to a user request sent by a receiving client, a session connection of the receiving client may be set to a first processing state or a second processing state; when receiving a user message of any sending client, if the conversation connection between the sending client and the receiving client is in a first processing state, acquiring a reply message matched with the user message from a message database, and sending the reply message to the sending client; and if the session connection between the sending client and the receiving client is in a second processing state, sending the user message to the receiving client, so that the receiving client outputs the user message to wait for the user to process. In the embodiment of the application, the user can set the processing state of the conversation connection according to actual requirements, so that when the conversation connection is in the first processing state, the reply message matched with the user message can be searched from the message database, and automatic reply is realized. When the number of the session connections is large, the user is busy, the user leaves and the like, the session connection can be set to be in a first processing state, so that the user information can be processed in time, and the user experience is improved.

The sending client and the receiving client in the embodiment of the present application may refer to clients applied in a browser, or clients applied in an electronic device, and the like, which is not limited in the present application. The sending client is the client initiating the dialogue connection request.

The technical solution of the present application will be described in detail below with reference to the accompanying drawings.

Fig. 1 is a flowchart of an embodiment of a communication processing method provided in an embodiment of the present application, where the method may be applied to a communication server, and the communication server is connected to a sending client and a receiving client respectively, and may establish a session connection between the sending client and the receiving client.

The method may comprise the steps of:

101: and setting the dialogue connection of the receiving client to be in a first processing state or a second processing state according to a user request sent by the receiving client.

The user request may be correspondingly generated when the receiving client detects the user operation.

The user request is for requesting that one or all dialog connections of the receiving client be set to a first processing state or a second processing state.

Each conversation connection corresponds to a sending client, identification information corresponding to different conversation connections can be displayed in a user interface of a receiving client so as to distinguish different conversation connections, and the identification information can be a user account and the like registered by a user through the sending client.

In an embodiment of the present application, any one of the dialog connections may have at least a first processing state and a second processing state.

The user request may be of various types.

Thus, as another embodiment, setting the dialog connection of the receiving client to the first processing state or the second processing state according to the user request sent by the receiving client may include the following possible cases:

when receiving a first user request sent by a receiving client, switching a requested session connection in the first processing state from the first processing state to the second processing state; the first user request is generated when the receiving client detects first user operation; the receiving client may output dialog prompt information of each dialog connection in the display interface, for example, user account information of the sending client corresponding to each dialog connection, and the like.

In addition, the receiving client may further output first operation prompt information corresponding to each session connection to prompt the user to execute the first user operation, and trigger the first user request to switch the session connection to the second processing state. The first operation prompt information may be, for example, text information or the like.

When a second user request sent by a receiving client is received, all conversation connections of the receiving client in the first processing state are switched from the first processing state to the second processing state; the second user request is generated when the receiving client detects the second user operation.

In addition, the receiving client may output second operation prompt information to prompt the user to perform a second user operation, triggering a second user request to switch all the session connections to the second processing state.

When receiving a third user request sent by a receiving client, switching a requested dialog connection in the second processing state from the second processing state to the first processing state; the third user request is generated when the receiving client detects a third user operation.

In addition, the receiving client may output third operation prompt information to prompt the user to perform a third user operation, triggering a third user request to switch the corresponding session connection back to the first processing state.

In addition, the receiving client may output fourth operation prompt information to prompt the user to perform a fourth user operation, triggering a fourth user request to switch all the session connections back to the first processing state.

102: and receiving the user message sent by any sending client.

103: and if the session connection between the sending client and the receiving client is in a first processing state, acquiring a reply message matched with the user message from a message database, and sending the reply message to the sending client.

104: and if the session connection between the sending client and the receiving client is in a second processing state, sending the user message to the receiving client, so that the receiving client outputs the user message.

That is, when the session connection between any sending client and a receiving client is in the first processing state, if the user message sent by the sending client is received, the reply message matched with the user message is directly obtained from the message database, and the reply message is sent to the sending client through the session connection, so that automatic reply is realized, and manual processing of the user message is not needed. If the conversation connection between any sending client and the receiving client is in the second processing state, namely normal processing, the user message is sent to the receiving client and is output by the receiving client to wait for manual processing, and the user can send a reply message through the receiving client according to the user message.

It should be noted that the operation of step 101 is not limited to the order of the operations in this embodiment, and may be performed at any time, and may be performed before or after or simultaneously with steps 102 to 104.

In this embodiment, by setting the processing state of the session connection of the receiving client, when the session connection of the receiving client is in the first processing state, for the user message sent by the sending client, a reply message matched with the user message can be directly searched from the message database, and the reply message is sent to the sending client; and if the conversation connection of the receiving client is in the second processing state, normal processing is carried out on the user message sent by the sending client, the user message is sent to the receiving client and is output by the receiving client to wait for the processing of the user. When the user cannot process the user message in time, the embodiment can realize the timely processing of the user message by changing the processing state of the session connection.

The embodiment of the application has great significance in practical application, especially in an online customer service application scene, if customer service personnel are busy, or the current conversation is more, or the customer service personnel leave, the conversation connection can be set to be in the first processing state, so that the user information can be processed in time, the user experience can be greatly improved, and the service quality is improved.

As another embodiment, after setting the session connection of the receiving client to the first processing state or the second processing state according to the user request sent by the receiving client, the method may further include:

when a session connection request of any sending client is received and all session connections of the receiving client are in the second processing state, establishing the session connections of the sending client and the receiving client, and setting the session connections to be in the first processing state.

That is, if all the session connections of the receiving client are in the second processing state, it indicates that the user cannot process any user message sent by the sending client, and therefore, if the session connection request is received at this time, the newly established session connection is also automatically set to the first processing state.

If all the session connections of the receiving client are not in the first processing state, the session connections of the sending client and the receiving client can be established, and the session connections are set to be in the second processing state.

Of course, if less than the preset number of session connections in all session connections of the receiving client are in the second processing state, if any sent session connection request is received, the session connections of the sending client and the receiving client are established, and the session connections can be set to be in the first processing state.

The preset number may be a smaller value, for example, 1 or 2, that is, if the number of the session connections currently in the second processing state is smaller than the preset number, it indicates that the user cannot process more user messages sent by the sending clients, and may be concentrating on the user messages sent by one or more sending clients, at this time, if a session connection request is received, the newly established session connection may also be automatically set to the first processing state, so that if the user message is received based on the session connection, the matching reply message is automatically searched from the message database for replying.

The reply message matched with the user message is obtained from the message database, and the reply message can be executed in the communication server or executed by the communication server calling the automatic question answering server. The automatic question-answering server can be a robot chat system, for example, and can automatically search a message database for a reply message matched with the user message.

Therefore, as another embodiment, if the session connection between the sending client and the receiving client is in the first processing state, the obtaining a reply message matching the user message from the message database, and sending the reply message to the sending client may include:

As another embodiment, if the session connection between the sending client and the receiving client is in the first processing state, a reply message matched with the user message is obtained from a message database, and the reply message is sent to the sending client, and the method further includes:

When receiving a user message sent by a sending client, the sending client sends the user message to a receiving client and triggers the receiving client to output the user message; when a reply message matched with the user message is acquired from the message database, the reply message is sent to the sending client, and meanwhile, the reply message can be sent to the receiving client to trigger the receiving client to output.

Each session connection of the receiving client can be set to the first processing state or the second processing state according to the user request, that is, the user can request to set any session connection to the first processing state or the second processing state according to the actual requirement. In order to avoid that the user forgets to receive the user message received by the client from the session connection in the second processing state, the user message cannot be processed in time.

As a still further embodiment of the method,

if the session connection between the sending client and the receiving client is in a second processing state, the method sends the user message to the receiving client, so that the receiving client outputs the user message, and the method further comprises the following steps:

In this embodiment, by setting the preset time, if the reply message sent by the receiving client is not received within the preset time, it is indicated that the user does not process the user message in time, so that the reply message matched with the user message can be obtained from the message database, and the reply message is sent to the sending client, and the session connection can be switched to the first processing state. Therefore, the user information can be processed in time, and the user experience is further improved.

Fig. 2 is a flowchart of a communication processing method according to another embodiment provided in an embodiment of the present application, where the method is specifically executed by a receiving client, and when the receiving client is a browser, a user interface of the receiving client may be updated by a read JS technique. The user interface can be automatically kept synchronous with the underlying data, namely the user interface can change along with the change of the data, and the change of the user interface is realized when the first processing state and the second processing state are switched.

The method may comprise the steps of:

201: and the receiving client sends the user request triggered by the user to the communication server.

The communication server can set the session connection of the receiving client to be in a first processing state or a second processing state according to the user request sent by the receiving client; when receiving a user message of any sending client, if the conversation connection between the sending client and the receiving client is in a first processing state, acquiring a reply message matched with the user message from a message database, and sending the reply message to the sending client; and if the session connection between the sending client and the receiving client is in a second processing state, sending the user message to the receiving client.

Wherein the user request is for requesting that one or all dialog connections of the receiving client are set to the first processing state or the second processing state.

Different user actions may trigger different user requests.

Thus, as yet another embodiment:

the receiving of the user request triggered by the user from the client to the communication server may include the following cases:

202: and receiving the user message which is sent by the communication server and corresponds to the conversation connection in the second processing state, and outputting the user message.

To facilitate the user to distinguish the processing states of different session connections, as another embodiment, as shown in fig. 2, the method may further include:

203: and after receiving a feedback message that the communication server sets the session connection to be in the first processing state or the second processing state, updating the user interface and outputting state prompt information.

The state prompt information is used for prompting the user whether any dialog connection is in the first processing state or the second processing state.

The state prompt information may include first prompt information and second prompt information, and the first prompt information is used for prompting a user that any one of the dialog connections is in the first processing state; the second prompt message is used for prompting the user that any one of the dialog connections is in the second processing state. Therefore, the user can visually check the processing state of the conversation connection through the user interface, so that the user message sent by the conversation connection in the second processing state can be selected for processing, the user interface of the receiving client comprises an input box, the reply message can be edited in the input box, the receiving client is triggered to send the reply message to the communication server, and the communication server sends the reply message to the corresponding sending client.

The user interface is updated and the state prompt information is output, and the user interface can be updated according to the feedback information by using the React JS technology.

In a practical application, the technical solution of the present application can be applied to an online customer service application scenario, as shown in fig. 3, which is a schematic structural diagram of a communication processing system applied in the online customer service application scenario, and is composed of a sending client 301, a communication server 302, and a receiving client 303.

Of course, as another embodiment, the communication processing system may further include an automatic question answering server 304 for implementing automatic answering.

The following describes the technical solution of the present application in detail based on the communication processing system shown in fig. 3 by taking an online customer service application scenario as an example.

As shown in fig. 4, for a flowchart of another embodiment of a communication processing method provided in this embodiment of the present application, the method may include the following steps:

401: and the receiving client receives a user request triggered by customer service personnel and sends the user request to the communication server.

402: and the communication server sets the session connection of the receiving client to be in a first processing state or a second processing state according to the user request.

The receiving client can output different operation prompt messages to prompt customer service staff to execute different user operations, and one or all conversation connections of the receiving client are set to be in a first processing state.

As shown in fig. 5a and fig. 5b, each is a display diagram of a user interface of the receiving client, and in fig. 5a, at least a first operation prompt message 501 is output in the user interface.

In fig. 5b, at least the second operation prompt message 502 and the fourth operation prompt message 503 can be output from the user interface.

The operation prompt information may be represented by text information. For example, in fig. 5a and 5b, the first operation prompt message 501 is "robot hosting", the second operation prompt message 502 is "hosting", the fourth operation prompt message 503 is "online", and the like, and when a first user operation is executed according to the first operation message so that one session connection is in the first processing state, third operation message, for example, "robot hosting cancellation", and the like, may be output at this time.

The first operation prompt information, the second operation prompt information, the third operation prompt information and the fourth operation prompt information may be control pieces, and the user operation may be touch or click operation. So that the first user request, the second user request, the third user request and the fourth user request can be correspondingly generated.

The communication server may set a requested dialog connection to the first processing state according to the first user request, as shown in fig. 5a, first operation prompt information may be displayed in a dialog box of the dialog connection for the dialog connection, the servicer performs the first user operation according to the first operation prompt information, and the receiving client detects the first user operation, that is, generates the first user request. The communication server sets the session connection to be in a first processing state, and after receiving feedback information of the communication server received by the client, the communication server can update the user interface and output first prompt information for prompting the customer service staff that the session connection is in the first processing state. If the user interface of the receiving client can display identification information of different session connections, such as the identification information 504 in fig. 5a, the first prompt information can be displayed at a corresponding position of the identification information, such as the first prompt information 505 in fig. 5 a.

When a certain conversation connection is in the first processing state, the customer service staff can execute a third user operation according to third operation information to trigger the receiving client to generate a third user request, the communication server can switch the conversation connection in the first processing state to the second processing state according to the third user request, and can trigger the receiving client to output second prompt information to prompt the customer service staff that the conversation connection is in the second processing state.

The communication server may also set all session connections of the receiving client to the second processing state according to the second user request. As shown in fig. 5b, the customer service person performs a second user operation according to the second operation information, may trigger the receiving client to generate a second user request, and the communication server may set all dialogs of the receiving client to be in the first processing state according to the second user request, and may trigger the receiving client to output the first prompt information, as shown in fig. 5b, the first prompt information 505 may be displayed at a position corresponding to the identification information of each dialog connection.

The customer service staff executes a fourth user operation according to the fourth operation information, can trigger the receiving client to generate a fourth user request, and the communication server can set all conversation connections of the receiving client to be in a second processing state according to the fourth user request. And the receiving client can be triggered to output second prompt information for the dialogue connection in the second processing state.

403: the communication server receives the user message of any sending client.

404: and judging whether the session connection between the sending client and the receiving client is in a first processing state, if so, executing step 407.

405: and acquiring a reply message matched with the user message from a message database, and sending the reply message to the sending client.

406: and sending the user message and the reply message to the receiving client, so that the receiving client outputs the user message and the reply message.

Of course, as another embodiment, when receiving an output request of a customer service person, the user message and the reply message may be sent to the receiving client, so that the receiving client outputs the user message and the reply message.

The communication server may output a message prompt in the user interface of each conversation connection of the receiving client, such as output message prompt 506 in fig. 5 b.

The customer service staff executes output operation according to the output message prompt information, can trigger the receiving client to generate an output request, and after the communication server receives the output request, can send the user message and the reply message to the receiving client, so that the customer service staff can check the user message and the reply message.

407: and sending the user message to the receiving client, so that the receiving client outputs the user message.

If the dialogue connection between the sending client and the receiving client is in the second processing state, normal processing can be carried out, the user information is sent to the receiving client and is output by the receiving client to wait for processing of customer service personnel.

In addition, if all the session connections of the receiving client are in the first processing state, when a new session connection request is received, the newly established session connection is set as the first processing state by default, otherwise, the newly established session connection is set as the second processing state by default.

And for the user message output by the receiving client, if the communication server does not receive the reply message provided by the customer service staff and sent by the receiving client within the preset time, the reply message matched with the user message can be searched from the message database and sent to the sending client, and meanwhile, the session connection between the sending client and the receiving client can be set to be in a first processing state.

In this embodiment, the customer service staff may set one or all of the session connections to the first processing state at any time during the process of serving a plurality of visitors, thereby implementing automatic reply. Since in an online customer service application scenario, access to chat with customer service personnel is usually to solve the problem. The problem related to the user message of some users is simple and is a standard problem, so that a standard answer can be set for the standard problem, namely, the reply message is stored in the message database, so that the customer service personnel can set the dialogue connection corresponding to the user message with the standard answer to be in a first processing state according to experience, the user message is intelligently replied, and the customer service personnel can intensively process the complex user message. Therefore, the user information can be guaranteed to be processed in time, the accuracy of user information processing can be guaranteed, and the access experience is improved.

One or all of the dialog connections are switched back to the second processing state when needed. Therefore, the user information is processed timely and accurately under the conditions that the customer service staff is busy and away.

A communication processing apparatus according to one or more embodiments of the present application will be described in detail below.

Fig. 6 is a schematic structural diagram of an embodiment of a communication processing apparatus according to an embodiment of the present application, where the apparatus may be configured in a communication server, and may include:

a state setting module 601, configured to set a session connection of a receiving client to a first processing state or a second processing state according to a user request sent by the receiving client;

a first processing module 602, configured to, when a user message sent by any sending client is received, obtain, from a message database, a reply message matched with the user message if a session connection between the sending client and the receiving client is in a first processing state, and send the reply message to the sending client; and if the session connection between the sending client and the receiving client is in a second processing state, sending the user message to the receiving client, so that the receiving client outputs the user message.

As another embodiment, the state setting module may include:

As still another embodiment, the apparatus may further include:

As another embodiment, when the session connection between the sending client and the receiving client is in the first processing state, the first processing module obtains a reply message matched with the user message from the message database, and sends the reply message to the sending client, which may specifically be configured to:

As still another embodiment, the apparatus may further include:

The communication processing apparatus shown in fig. 6 may execute the communication processing method shown in the embodiment shown in fig. 1, and the implementation principle and the technical effect are not described again.

The specific manner in which each module and unit of the communication processing apparatus in the above embodiments perform operations has been described in detail in the embodiments related to the method, and will not be elaborated herein.

In practical applications, the communication processing apparatus described in the above embodiments may be integrated into a communication server, where the communication server is specifically an instant messaging service. The communication server deployed with the communication processing apparatus according to the above embodiment may set the first processing state and the second processing state for the session connection of the receiving client according to the user request of the receiving client, so as to implement timely processing of the user message sent by the sending client.

As shown in fig. 7, a schematic structural diagram of an embodiment of a communication server provided for the embodiment of the present application may include a receiving component 701, a sending component 702, and a processing component 703;

the receiving component 701 and the sending component 702 are connected to the processing component 703 through buses, respectively.

The processing component 703 is configured to trigger the receiving component 701 to receive a user request sent by a receiving client, and set a session connection of the receiving client to a first processing state or a second processing state according to the user request;

when the receiving component 701 receives a user message sent by any sending client, and if the session connection between the sending client and the receiving client is in a first processing state, a reply message matched with the user message is acquired from a message database, and the sending component 702 is triggered to send the reply message to the sending client;

and if the session connection between the sending client and the receiving client is in a second processing state, triggering the sending component 702 to send the user message to the receiving client, so that the receiving client outputs the user message.

The processing component 703 generally controls the overall operation of the communications server, and the processing component 703 may include one or more processors to execute instructions to perform all or a portion of the method steps 101-104 described above. Of course, the processing elements may also be implemented as one or more Application Specific Integrated Circuits (ASICs), Digital Signal Processors (DSPs), Digital Signal Processing Devices (DSPDs), Programmable Logic Devices (PLDs), Field Programmable Gate Arrays (FPGAs), controllers, micro-controllers, microprocessors or other electronic components configured to perform the above-described methods.

The receiving component 701 may include one or more receivers and the sending component 702 may include one or more transmitters.

Of course, the communication server may of course also comprise other components, such as memory, input/output interfaces, communication components, etc.

The memory is configured to store various types of data to support operations at the communications server. The memory may be implemented by any type or combination of volatile or non-volatile memory devices, such as Static Random Access Memory (SRAM), electrically erasable programmable read-only memory (EEPROM), erasable programmable read-only memory (EPROM), programmable read-only memory (PROM), read-only memory (ROM), magnetic memory, flash memory, magnetic or optical disks.

The input/output interface provides an interface between the processing components and peripheral interface modules, which may be output devices, input devices, etc.

The communication component is configured to facilitate wired or wireless communication between the communication server and other devices, such as with a sending client and a receiving client.

Wherein, in yet another embodiment, the memory may have stored therein a non-transitory computer readable storage medium.

The processing component is specifically configured to read and execute the non-transitory computer-readable storage medium in the memory, and to implement the following operations:

triggering the receiving component to receive a user request sent by a receiving client, and setting the session connection of the receiving client to be in a first processing state or a second processing state according to the user request;

when the receiving component receives a user message sent by any sending client, if the session connection between the sending client and the receiving client is in a first processing state, acquiring a reply message matched with the user message from a message database, and triggering the sending component 702 to send the reply message to the sending client;

As another embodiment, the triggering, by the processing component, the receiving component to receive a user request sent by a receiving client, and setting the session connection of the receiving client to the first processing state or the second processing state according to the user request may include:

when a first user request sent by a client is received through the receiving component, switching a requested dialog connection in the first processing state from the first processing state to the second processing state; the first user request is generated when the receiving client detects first user operation;

when a second user request sent by a client is received through the receiving component, all conversation connections of the receiving client in the first processing state are switched from the first processing state to the second processing state; the second user request is generated when the receiving client detects the second user operation;

when a third user request sent by the client is received through the receiving component, switching the requested session connection in the second processing state from the second processing state to the first processing state; the third user request is generated when the receiving client detects a third user operation;

when a fourth user request sent by a client is received through the receiving component, all conversation connections of the receiving client in the second processing state are switched from the second processing state to the first processing state; the fourth user request is generated when the receiving client detects the fourth user operation.

As another embodiment, the processing component is further configured to, when the receiving component receives a session connection request of any sending client, establish session connections of the sending client and the receiving client when all session connections of the receiving client are in the first processing state, and set the session connections to be in the first processing state.

As another embodiment, when the session connection between the sending client and the receiving client is in the first processing state, the processing component obtains a reply message matched with the user message from a message database, and triggers the sending component to send the reply message to the sending client, where the reply message is specifically used for:

and if the session connection between the sending client and the receiving client is in a first processing state, calling an automatic question-answering server to acquire a reply message matched with the user message from a message database, and triggering the sending component to send the reply message to the sending client.

As another embodiment, the processing component is further configured to trigger the sending component to send the user message and the reply message to the receiving client after the first processing module obtains the reply message matching the user message from the message database, so that the receiving client outputs the user message and the reply message.

As another embodiment, the processing component is further configured to detect whether a reply message sent by the receiving client is received within a preset time after the first processing module sends the user message to the receiving client, so that the receiving client outputs the user message; and when the reply message sent by the receiving client is not received within the preset time, switching the conversation connection between the sending client and the receiving client from the second processing state to the first processing state, acquiring the reply message matched with the user message from a message database, and triggering the sending component to send the reply message to the sending client.

Fig. 8 is a schematic structural diagram of another embodiment of a communication processing apparatus according to an embodiment of the present application, where the apparatus may be configured to be a receiving client, where the receiving client may be a browser, an application installed in a terminal device, or the like, and the apparatus may include:

a sending module 801, configured to send a user request triggered by a user to a communication server, so that the communication server sets a session connection of a receiving client to a first processing state or a second processing state according to the user request sent by the receiving client; when receiving a user message of any sending client, if the conversation connection between the sending client and the receiving client is in a first processing state, acquiring a reply message matched with the user message from a message database, and sending the reply message to the sending client; if the session connection between the sending client and the receiving client is in a second processing state, sending the user message to the receiving client;

a receiving module 802, configured to receive a user message corresponding to the session connection in the second processing state sent by the communication server, and output the user message.

As still another embodiment, the transmitting module may include:

As still another embodiment, the apparatus may further include:

The communication processing apparatus shown in fig. 8 may execute the communication processing method shown in the embodiment shown in fig. 2, and the implementation principle and the technical effect are not described again. The specific manner in which each module and unit of the communication processing apparatus in the above embodiments perform operations has been described in detail in the embodiments related to the method, and will not be elaborated herein.

The communication processing apparatus provided in the embodiment shown in fig. 8 may be integrated into a terminal device in practical applications, where the terminal device may be, for example, a computer or a mobile device such as a mobile phone and a tablet computer.

The terminal device with the communication processing device of the above embodiment is convenient for users to set processing states of different session connections, so that users can process user messages in time when the users are busy or away.

As shown in fig. 9, a schematic structural diagram of an embodiment of a terminal device provided in the present application is shown, where the terminal device may include an input component 901, a display component 902, and a processing component 903;

the input component 901 is used for detecting user operation of a user;

the processing component 903 is configured to generate a user request according to the user operation detected by the input component 901, and send the user request to the communication server, so that the communication server sets the session connection of the receiving client to be in a first processing state or a second processing state according to the user request sent by the receiving client; when receiving a user message of any sending client, if the conversation connection between the sending client and the receiving client is in a first processing state, acquiring a reply message matched with the user message from a message database, and sending the reply message to the sending client; if the session connection between the sending client and the receiving client is in a second processing state, sending the user message to the receiving client;

and receiving a user message corresponding to the session connection in the second processing state sent by the communication server, and triggering the display component 902 to output the user message.

The processing component 903 typically controls the overall operation of the terminal device, such as receiving a reply message composed by a user, sending the reply message to a sending client through a communication server, and the like. The processing component 903 may include one or more processors to execute instructions to perform all or some of the above-described method steps 201 through 203. Of course, the processing elements may also be implemented as one or more Application Specific Integrated Circuits (ASICs), Digital Signal Processors (DSPs), Digital Signal Processing Devices (DSPDs), Programmable Logic Devices (PLDs), Field Programmable Gate Arrays (FPGAs), controllers, micro-controllers, microprocessors or other electronic components configured to perform the above-described methods.

Wherein the input component may comprise one or more sensors for detecting user operations.

generating a user request according to user operation detected by an input assembly and sending the user request to a communication server, so that the communication server sets the session connection of a receiving client to be in a first processing state or a second processing state according to the user request sent by the receiving client; when receiving a user message of any sending client, if the conversation connection between the sending client and the receiving client is in a first processing state, acquiring a reply message matched with the user message from a message database, and sending the reply message to the sending client; if the session connection between the sending client and the receiving client is in a second processing state, sending the user message to the receiving client;

Further, as another embodiment, the processing component generating and sending the user request to the communication server according to the user operation detected by the input component may include:

generating a first user request according to a first user operation detected by an input component, sending the first user request to a communication server, and enabling the communication server to switch a requested session connection in the first processing state from the first processing state to the second processing state;

generating a second user request according to the second user operation detected by the input component, sending the second user request to the communication server, and enabling the communication server to switch all the session connections of the receiving client in the first processing state from the first processing state to the second processing state;

generating a third user request according to the third user operation detected by the input component, sending the third user request to the communication server, and enabling the communication server to switch the requested session connection in the second processing state from the second processing state to the first processing state;

and generating a fourth user request according to the fourth user operation detected by the input component, sending the fourth user request to the communication server, and switching all the session connections of the receiving client in the second processing state from the second processing state to the first processing state by the communication server.

As another embodiment, the processing component is further configured to trigger the display component to update the user interface and output a status prompt message after receiving a feedback message that the communication server sets the session connection to the first processing state or the second processing state; the state prompt information is used for prompting the user whether any dialog connection is in the first processing state or the second processing state.

The embodiment of the application further provides a communication processing system, which may include a communication server, a sending client and a receiving client, where the sending client and the receiving client may be respectively configured in different terminal devices, and through the communication processing system of this embodiment, it may be ensured that user information is processed in time, and accuracy of user information processing may also be ensured to a certain extent, and user work efficiency may be improved.

From the above description, it is clear to those skilled in the art that the present application can be implemented by software plus a necessary general hardware platform. Therefore, the embodiment of the present application further provides an electronic device, which at least includes a memory and a processor, and the memory and the processor are connected through a bus.

In a typical configuration, a computing device includes one or more processors (CPUs), input/output interfaces, network interfaces, and memory.

The memory may include forms of volatile memory in a computer readable medium, Random Access Memory (RAM) and/or non-volatile memory, such as Read Only Memory (ROM) or flash memory (flash RAM). Memory is an example of a computer-readable medium.

Computer-readable media, including both non-transitory and non-transitory, removable and non-removable media, may implement information storage by any method or technology. The information may be computer readable instructions, data structures, modules of a program, or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), Static Random Access Memory (SRAM), Dynamic Random Access Memory (DRAM), other types of Random Access Memory (RAM), Read Only Memory (ROM), Electrically Erasable Programmable Read Only Memory (EEPROM), flash memory or other memory technology, compact disc read only memory (CD-ROM), Digital Versatile Discs (DVD) or other optical storage, magnetic cassettes, magnetic tape magnetic disk storage or other magnetic storage devices, or any other non-transmission medium that can be used to store information that can be accessed by a computing device. As defined herein, computer readable media does not include non-transitory computer readable media (transient media), such as modulated data signals and carrier waves.

As used in the specification and in the claims, certain terms are used to refer to particular components. As one skilled in the art will appreciate, manufacturers may refer to a component by different names. This specification and claims do not intend to distinguish between components that differ in name but not function. In the following description and in the claims, the terms "include" and "comprise" are used in an open-ended fashion, and thus should be interpreted to mean "include, but not limited to. "substantially" means within an acceptable error range, and a person skilled in the art can solve the technical problem within a certain error range to substantially achieve the technical effect. Furthermore, the term "coupled" is intended to encompass any direct or indirect electrical coupling. Thus, if a first device couples to a second device, that connection may be through a direct electrical coupling or through an indirect electrical coupling via other devices and couplings. The description which follows is a preferred embodiment of the present application, but is made for the purpose of illustrating the general principles of the application and not for the purpose of limiting the scope of the application. The protection scope of the present application shall be subject to the definitions of the appended claims.

It is also noted that the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a good or system that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such good or system. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other like elements in a commodity or system that includes the element.

The foregoing description shows and describes several preferred embodiments of the present application, but as aforementioned, it is to be understood that the application is not limited to the forms disclosed herein, but is not to be construed as excluding other embodiments and is capable of use in various other combinations, modifications, and environments and is capable of changes within the scope of the application as described herein, commensurate with the above teachings, or the skill or knowledge of the relevant art. And that modifications and variations may be effected by those skilled in the art without departing from the spirit and scope of the application, which is to be protected by the claims appended hereto.

Claims

1. A communication processing method, comprising:

establishing a dialogue connection between a sending client and a receiving client;

setting the dialogue connection of a receiving client to be a first processing state or a second processing state according to a user request sent by the receiving client, wherein the user request is correspondingly generated when the receiving client detects user operation;

2. The method of claim 1, wherein the setting the session connection of the receiving client to the first processing state or the second processing state according to the user request sent by the receiving client comprises:

when a second user request sent by a receiving client is received, all conversation connections of the receiving client in the first processing state are switched from the first processing state to the second processing state; the second user request is generated when the receiving client detects the operation of a second user;

when a fourth user request sent by a receiving client is received, all the session connections of the receiving client in the second processing state are switched from the second processing state to the first processing state; the fourth user request is generated when the receiving client detects a fourth user operation.

3. The method according to claim 1, wherein after the session connection of the receiving client is set to the first processing state or the second processing state according to the user request sent by the receiving client, the method further comprises:

4. The method of claim 1, wherein the obtaining a reply message matching the user message from a message database and sending the reply message to the sending client if the session connection between the sending client and the receiving client is in the first processing state comprises:

5. The method of claim 1, wherein after retrieving the reply message matching the user message from a message database if the session connection between the sending client and the receiving client is in the first processing state, the method further comprises:

6. The method of claim 1, wherein if the session connection between the sending client and the receiving client is in the second processing state, sending the user message to the receiving client, so that after the receiving client outputs the user message, the method further comprises:

7. A communication processing method, comprising:

the method comprises the steps that a user request triggered by a user is sent to a communication server by a receiving client, so that the communication server sets conversation connection of the receiving client to be in a first processing state or a second processing state according to the user request sent by the receiving client, wherein the user request is correspondingly generated when the receiving client detects user operation; when receiving a user message of any sending client, if the conversation connection between the sending client and the receiving client is in a first processing state, acquiring a reply message matched with the user message from a message database, and sending the reply message to the sending client; if the session connection between the sending client and the receiving client is in a second processing state, sending the user message to the receiving client;

8. The method of claim 7, wherein receiving the user request triggered by the user sent by the client to the communication server comprises:

9. The method of claim 7, wherein after the receiving client sends the user-triggered user request to the communication server, the method further comprises:

10. A communication processing apparatus, comprising:

the conversation connection establishing module is used for establishing conversation connection between the sending client and the receiving client;

the system comprises a state setting module, a first processing module and a second processing module, wherein the state setting module is used for setting the session connection of a receiving client to be a first processing state or a second processing state according to a user request sent by the receiving client, and the user request is correspondingly generated when the receiving client detects user operation;

11. The apparatus of claim 10, wherein the status setting module comprises:

a second state setting unit, configured to switch, when receiving a second user request sent by a receiving client, all session connections of the receiving client in the first processing state from the first processing state to the second processing state; the second user request is generated when the receiving client detects the operation of a second user;

a fourth state setting unit, configured to switch all session connections of the receiving client in the second processing state from the second processing state to the first processing state when receiving a fourth user request sent by the receiving client; the fourth user request is generated when the receiving client detects a fourth user operation.

12. The apparatus of claim 10, further comprising:

13. The apparatus according to claim 10, wherein the first processing module, when the session connection between the sending client and the receiving client is in the first processing state, obtains a reply message matching the user message from a message database, and sends the reply message to the sending client, specifically configured to:

14. The apparatus of claim 10, further comprising:

15. The apparatus of claim 10, further comprising:

16. A communication server, comprising a receiving component, a sending component, and a processing component;

the conversation connection establishing component is used for establishing conversation connection between the sending client and the receiving client;

the processing component is used for triggering the receiving component to receive a user request sent by a receiving client, and setting the session connection of the receiving client to be a first processing state or a second processing state according to the user request, wherein the user request is correspondingly generated when the receiving client detects user operation;

17. A communication processing apparatus, comprising:

the system comprises a sending module, a receiving module and a sending module, wherein the sending module is used for establishing conversation connection between a sending client and a receiving client, sending a user request triggered by a user to a communication server, and enabling the communication server to set the conversation connection of the receiving client to be in a first processing state or a second processing state according to the user request sent by the receiving client, wherein the user request is correspondingly generated when the receiving client detects user operation; when receiving a user message of any sending client, if the conversation connection between the sending client and the receiving client is in a first processing state, acquiring a reply message matched with the user message from a message database, and sending the reply message to the sending client; if the session connection between the sending client and the receiving client is in a second processing state, sending the user message to the receiving client;

18. The apparatus of claim 17, wherein the sending module comprises:

19. The apparatus of claim 17, further comprising:

20. The terminal equipment is characterized by comprising an input component, a display component and a processing component;

the input component is used for detecting user operation of a user;

the processing component is used for establishing conversation connection between the sending client and the receiving client, generating a user request according to the user operation of the input component and sending the user request to the communication server, so that the communication server sets the conversation connection of the receiving client to be in a first processing state or a second processing state according to the user request sent by the receiving client, and the user request is correspondingly generated when the receiving client detects the user operation; when receiving a user message of any sending client, if the conversation connection between the sending client and the receiving client is in a first processing state, acquiring a reply message matched with the user message from a message database, and sending the reply message to the sending client; if the session connection between the sending client and the receiving client is in a second processing state, sending the user message to the receiving client;