CN107451274A - Aid in method for pushing, device, equipment and the storage medium of customer service information - Google Patents
Aid in method for pushing, device, equipment and the storage medium of customer service information Download PDFInfo
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- CN107451274A CN107451274A CN201710659963.6A CN201710659963A CN107451274A CN 107451274 A CN107451274 A CN 107451274A CN 201710659963 A CN201710659963 A CN 201710659963A CN 107451274 A CN107451274 A CN 107451274A
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/90—Details of database functions independent of the retrieved data types
- G06F16/95—Retrieval from the web
- G06F16/953—Querying, e.g. by the use of web search engines
- G06F16/9535—Search customisation based on user profiles and personalisation
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Abstract
The embodiment of the invention discloses a kind of method for pushing, device, equipment and storage medium for aiding in customer service information.Methods described includes：Target customer's service stage that identification contact staff is presently in；It is supplied to contact staff to be shown at least one demand card corresponding with target customer's service stage；Obtain auxiliary user profile corresponding with target customer's service stage；Auxiliary user profile is inputted into the demand card currently shown, so that the demand card currently shown correspondingly updates card display content.Its operating efficiency can be substantially improved for contact staff in the technical scheme of the embodiment of the present invention, and then can faster be found in magnanimity information required；For customer service team, the left-hand seat speed and learning cost of new contact staff will substantially reduce；For client, response and answer can be more quickly obtained due to the lifting of customer service efficiency and ability, the problem of client, the CSAT of enterprise will rise.
Description
Technical field
The present embodiments relate to the information processing technology, more particularly to a kind of method for pushing for aiding in customer service information, device,
Equipment and storage medium.
Background technology
Customer service (Customer Service), referred to as customer service, a kind of customer-oriented valency of major embodiment
Value is seen, and it integrates and managed in optimal cost set in advance, namely all key elements of the customer interface in Services Composition.
Customer service is basically divided into artificial customer service and electronic customer care, wherein artificial customer service can be subdivided into word customer service, video again
Customer service and the class of voice customer service three.Word customer service refers to the customer service mainly carried out in the form of typewriting and chat；Video customer service is
Refer to and customer service is mainly carried out in the form of voice and video；Voice customer service refers to the customer service mainly carried out in the form of mobile phone
Service.
In existing artificial customer service work, in order to solve all kinds of consultings of client, often relate to substantial amounts of information searching, cut
Change, this process occupies extremely long service time.Therefore, in customer service processes, how contact staff is helped to exist
Required content is quickly found in magnanimity information, is quickly responded and answered to enable the customer to, is current client's clothes
The direction of the main research in business field.
The content of the invention
The embodiments of the invention provide it is a kind of aid in customer service information method for pushing, device, equipment and storage medium, with
Optimize existing customer service technology, meet contact staff and the ever-increasing personalized, demand for services of facilitation of client.
In a first aspect, the embodiments of the invention provide a kind of method for pushing for aiding in customer service information, including：
Target customer's service stage that identification contact staff is presently in；
It is supplied to the contact staff to carry out at least one demand card corresponding with target customer's service stage
It has been shown that, wherein, the card display content in demand card is associated to the information in demand card with inputting；
Obtain auxiliary user profile corresponding with target customer's service stage；
The auxiliary user profile is inputted into the demand card currently shown, so that the demand card currently shown
Piece correspondingly updates card display content.
Second aspect, the embodiment of the present invention additionally provide a kind of pusher for aiding in customer service information, including：
Customer service Phase identification module, the target customer's service stage being presently in for identifying contact staff；
Demand card provides module, at least one demand card corresponding with target customer's service stage to be carried
The contact staff is supplied to be shown, wherein, card display content and input to the letter in demand card in demand card
Manner of breathing associates；
User profile acquisition module is aided in, for obtaining auxiliary user letter corresponding with target customer's service stage
Breath；
User profile input module is aided in, for the auxiliary user profile to be inputted to the demand card currently shown
In, so that the demand card currently shown correspondingly updates card display content.
The third aspect, the embodiment of the present invention additionally provide a kind of computer equipment, including memory, processor and are stored in
Realized on memory and described in the computer program that can run on a processor during computing device described program as the present invention is real
Apply the method for pushing of any described auxiliary customer service information in example.
Fourth aspect, the embodiment of the present invention additionally provide a kind of computer-readable recording medium, are stored thereon with computer
Program, the push side of the auxiliary customer service information as described in any in the embodiment of the present invention is realized when the program is executed by processor
Method.
The embodiments of the invention provide a kind of method for pushing, device, equipment and storage medium for aiding in customer service information, lead to
Cross according to the target customer's service stage being presently in, dynamically shown to demand card corresponding to contact staff's offer；Together
When, user profile is aided in by the way that acquisition is corresponding with target customer's service stage, dynamically updates the demand card currently shown
In card display content technological means, for contact staff, its operating efficiency can be substantially improved, and then can be in sea
Needed for faster being found in amount information；For customer service team, the left-hand seat speed and learning cost of new contact staff will significantly
Reduce；For client, response and solution can be more quickly obtained due to the lifting of customer service efficiency and ability, the problem of client
Answer, the CSAT of enterprise will rise.
Brief description of the drawings
Fig. 1 is a kind of flow chart of the method for pushing of auxiliary customer service information in the embodiment of the present invention one；
Fig. 2 is a kind of flow chart of the method for pushing of auxiliary customer service information in the embodiment of the present invention two；
Fig. 3 is a kind of flow chart of the method for pushing of auxiliary customer service information in the embodiment of the present invention three；
Fig. 4 is a kind of flow chart of the method for pushing of auxiliary customer service information in the embodiment of the present invention four；
Fig. 5 is a kind of schematic diagram for concrete application scene that the embodiment of the present invention is applicable；
Fig. 6 is a kind of structure chart of the pusher of auxiliary customer service information in the embodiment of the present invention five；
Fig. 7 is a kind of structural representation of computer equipment in the embodiment of the present invention six.
Embodiment
The present invention is described in further detail with reference to the accompanying drawings and examples.It is understood that this place is retouched
The specific embodiment stated is used only for explaining the present invention, rather than limitation of the invention.It also should be noted that in order to just
Part related to the present invention rather than entire infrastructure are illustrate only in description, accompanying drawing.
It also should be noted that for the ease of description, illustrate only in accompanying drawing part related to the present invention rather than
Full content.It should be mentioned that some exemplary embodiments are described before exemplary embodiment is discussed in greater detail
Into the processing or method described as flow chart.Although operations (or step) are described as the processing of order by flow chart,
It is that many of which operation can be implemented concurrently, concomitantly or simultaneously.In addition, the order of operations can be by again
Arrange.The processing can be terminated when its operations are completed, it is also possible to the additional step being not included in accompanying drawing.
The processing can correspond to method, function, code, subroutine, subprogram etc..
Embodiment one
A kind of flow chart of the method for pushing for auxiliary customer service information that Fig. 1 provides for the embodiment of the present invention one, the present embodiment
It is applicable to contact staff card and situation (demand card and the card of the progress customer service of card display content according to demand
Piece display content is based on different clients service stage and different service users dynamic updates), this method can be by of the invention real
The pusher for applying the auxiliary customer service information of example offer performs, and the device can be realized by the way of software and/or hardware, and
It can typically be integrated in terminal device used in contact staff, for example, PC or tablet personal computer etc..As shown in figure 1, this reality
The method for applying example specifically includes：
Target customer's service stage that S110, identification contact staff are presently in.
Inventor has found that a complete customer service processes (are connected and service user with contact staff by studying
(for example, receiving calls) is communicated to connect to start, the communication connection with service user is disconnected with contact staff, and be based on the communication
Process, which is filled in, completes customer service work order to terminate), the different customer service stages can be specifically subdivided into from the angle of contact staff.
Typically, the customer service stage can include：In the decision problem stage, solve the problem stage and terminate service
Stage.
Wherein, the decision problem stage, in particular to contact staff be with a service user after communication connection is established,
By with the exchanging of the user (speech exchange, video exchange or written communication etc.), determine that the service user is actually needed official communication
The stage of the problem of inquiry；
It is described to solve the problems, such as stage, in particular to contact staff it is determined that after the problem of service user to be seeked advice from,
The answer of the counseling problem is searched in Internet resources, and the answer is provided to service user, is asked with solve that user to be seeked advice from
The stage of topic；
It is described to terminate service stage, in particular to contact staff it is determined that service user has obtained required counseling problem
After answer, disconnect and communicating to connect with the service user, and the customer service according to corresponding to the content of this communication connection fills in completion
The stage of work order.
In an optional embodiment of the present embodiment, the target customer that identification contact staff is presently in services rank
Section, can include：The customer service stage identification information of generation, the mesh that identification contact staff is presently in are triggered by contact staff
Mark the customer service stage.Such as：In the terminal device that contact staff uses, one or more customer service stage is shown
Option, after the customer service stage that contact staff's determination is presently in, corresponding customer service stage option is manually selected, with
Customer service stage identification information corresponding to triggering generation.
In another optional embodiment of the present embodiment, the target customer that identification contact staff is presently in services
In the stage, it can also include：After detecting that the contact staff starts customer service, according to Service Duration, described in identification
Target customer's service stage that contact staff is presently in.
In general, the different customer service stages is that have different time taxises, can collect multiple customer services
Personnel are in the time spent by different clients service stage, the average consuming time of statistics different clients service stage, Jin Erke
With according to the current Service Duration of contact staff, to identify that the target customer that the contact staff is presently in services rank
Section.
In a specific example, if statistics is found, the average consuming time in decision problem stage is 1 minute, solution
Certainly the average consuming time in problem stage is 3 minutes, then can be in the current service duration of contact staff [0,1] point
Zhong Shi, determine that target customer's service stage that the contact staff is presently in is the decision problem stage；Can be in contact staff
The current service duration be in (Isosorbide-5-Nitrae] minute when, determine target customer's service stage that the contact staff is presently in
To solve the problem stage；It can determine that the contact staff works as when being more than 4 minutes the current service duration of contact staff
Preceding residing target customer's service stage is end service stage.
In another optional embodiment of the present embodiment, the target customer that identification contact staff is presently in services
In the stage, it can also include：The standard paragraph inputted according to the contact staff, identifies the target that the contact staff is presently in
The customer service stage.
In general, it can be corresponded in different clients service stage by the contact staff of training and input different standard speech
Section, such as：In the beginning in decision problem stage, contact staff can input first：" you are good, may I ask that what problem needs to seek advice from "
Standard paragraph；In the beginning for solving the problem stage, contact staff can input first：" you are good, confirms that what you to be seeked advice from asks now
Entitled XXX " standard paragraph；Terminating the beginning of service stage, client personnel can input first：" this customer service terminates, and thanks
Send a telegraph " standard paragraph.Therefore, the standard paragraph inputted by identifying the contact staff, can with so that identify the visitor
Target customer's service stage that the personnel of clothes are presently in.
S120, at least one demand card corresponding with target customer's service stage is supplied to the contact staff
It has been shown that, wherein, the card display content in demand card is associated to the information in demand card with inputting.
In an optional embodiment of the present embodiment, at least a type of demand card can be constructed in advance,
And the corresponding relation established between customer service stage and demand card；
The demand card includes：Information input interface, and point to and the type matching of the demand card
The information inquiry interface of information bank；
Wherein, after demand card receives target information by described information input interface, the target information is passed through
Described information query interface, which is transferred in the information bank to match, carries out information inquiry, and the information bank to match is returned
Query Result shown as card display content in the demand card.
Wherein, the type of the demand card can include：User's history chat record card, user's history service log
Card, user basic information card, user's history behavior card, user's history order card, knowledge base card, business processing card
Piece or work order card；
In a specific example, when building user's history chat record card, the user's history is chatted first
The history chat message storehouse of history chat record of the recording card with storing different user is associated, and is chatted in the user's history
The information inquiry interface for pointing to the history chat message storehouse is established in recording card, meanwhile, chat and remember in the user's history
Information input interface is established in record card, information input interface user obtains User Identity, when the user's history is chatted
After the User Identity is supplied to the history chat message storehouse to be inquired about by its recording card, it can correspond to and be gone through in the user
It is corresponding in history chat record card to show user's history chat record corresponding with the User Identity.
Optionally, it is contemplated that in the decision problem stage, customer service needs information to help oneself to judge that service user encounters
What problem, therefore, decision problem stage and user's history chat record card, user's history service log card can be established
Between one or more in piece, user basic information card, user's history behavior card and user's history order card
Corresponding relation；Solving the problem stage, it is no longer necessary to which the information such as history communication record of user, now prior obtain are used
The answer for the problem of being seeked advice from needed for family, therefore, can establish and solve the problems, such as stage and knowledge base card, or business processing card
Between corresponding relation；Terminating service stage, contact staff needs to record service, therefore, can establish end clothes
Corresponding relation between business stage and work order card.
In the present embodiment, will at least one demand card corresponding with target customer's service stage be supplied to it is described
Contact staff is shown, can be included：At least one demand card is laid in the visitor in a manner of small window is shown
Take in the terminal device of personnel and shown；Or the display order according to setting, with superposition, (all covering superposition is (opaque
Or translucent mode), part covering superposition (opaque or translucent mode)) display mode, in the contact staff
Terminal device in shown；
For example, user basic information card can be shown first, user's history is chatted after setting time section (for example, 5s)
Its recording card is covered on the user basic information card and shown, after setting time section, user's history is taken
Business recording card, which is covered on the user's history chat record card, to be shown, by that analogy.
S130, obtain auxiliary user profile corresponding with target customer's service stage.
In the present embodiment, inventor further thinks deeply, if only carried demand card corresponding with the customer service stage
Contact staff is supplied, in contact staff is stilled need to be manually entered inquiry content into demand card and shown with the card needed for obtaining
Hold, this can also expend certain customer service hours.
Based on this, the creative proposition of inventor, the auxiliary user profile that system is obtained in the customer service stage, from
Dynamic input is manually entered time loss caused by inquiry content into the demand card currently shown, to reduce user.
Wherein, the different customer service stages can correspond to and obtain different types of auxiliary user profile.For example, judging
Problem stage, the auxiliary user profile can include the identification information of user, solve the problem stage, the auxiliary is used
Family information can include keyword that user inputs in real time etc., and the present embodiment is to this and is not limited.
S140, the auxiliary user profile inputted into the demand card currently shown, currently shown so that described
Demand card correspondingly updates card display content.
The embodiments of the invention provide a kind of method for pushing for aiding in customer service information, by according to the target visitor being presently in
Family service stage, dynamically shown to demand card corresponding to contact staff's offer；Meanwhile by acquisition and target customer
Auxiliary user profile corresponding to service stage, dynamically update the technology hand of the card display content in the demand card currently shown
Section, for contact staff, can be substantially improved its operating efficiency, and then institute can be faster found in magnanimity information
Need；For customer service team, the left-hand seat speed and learning cost of new contact staff will substantially reduce；For client, due to visitor
Take the lifting of efficiency and ability, can more be quickly obtained response and answer the problem of client, the CSAT of enterprise will
Rise.
On the basis of the various embodiments described above, will at least one demand card corresponding with target customer's service stage
Piece is supplied to after the contact staff shown, can also be included：
The contact staff is detected to the handover operation of the demand card currently shown, and preserves switching record and the mesh
Mark the corresponding relation between the customer service stage；
Methods described, in addition to：According to the switching record of setting time section memory storage and pair between the customer service stage
It should be related to, update the corresponding relation between the customer service stage and demand card.
So set the reason for be：The demand card automatically provided is set in advance, can not may completely hit visitor
Personnel are taken in the demand card required for the customer service stage.Therefore, can be according to multiple contact staff in different clients service
Stage determines really to be able to meet what contact staff was actually needed to the handover operation of the demand card currently shown, automatic study
Demand card, further to improve the operating efficiency of contact staff.
Embodiment two
A kind of flow chart of the method for pushing for auxiliary customer service information that Fig. 2 provides for the embodiment of the present invention two, the present embodiment
Embodied based on above-described embodiment, be specially that judgement is asked by target customer's service stage in the present embodiment
The topic stage, meanwhile, will obtain it is corresponding with target customer's service stage aid in user profile, specially：If it is determined that institute
It is the decision problem stage to state target customer's service stage, then obtains the identification information of service user as the auxiliary user
Information.
Accordingly, the method for the present embodiment can include：
S210, at least a type of demand card of construction, and establishing between decision problem stage and demand card in advance
Corresponding relation.
In the present embodiment, described in detail by taking the decision problem stage as an example.It is non-limiting as example, establish and judge
Corresponding relation between problem stage and demand card can include：
Establish the decision problem stage and user's history chat record card, user's history service log card, user are basic
Corresponding relation between load card, user's history behavior card and user's history order card.
Wherein, the user's history chat record card, for showing user in customer service platform, what is once inputted goes through
History chat record；The history service log card, the service once provided for showing the client service platform user
Record (for example, can be determined by collecting the history trouble ticket in the client service platform)；The user basic information card,
For showing some personal essential informations (for example, age, sex or occupation etc.) of user, the user's history behavior card
Piece, for showing that user is directed to this customer service, the historical behavior information once inputted in selection phone (for example, for consulting
After asking customer service, have selected reference content first is " air ticket consulting ", then described " air ticket consulting " is the historical behavior information),
The either historical record of navigation patterns or operation behavior of the service user in business platform corresponding with the customer service platform,
The user's history order card, for showing that user in business platform corresponding with the customer service platform, once completed
Order information (such as：The order that success is booked tickets in " ticket booking platform " corresponding with " ticketing service customer service platform ").
Target customer's service stage that S220, identification contact staff are presently in is the decision problem stage.
As it was previously stated, can be according to contact staff's standard that actively selection, current service duration and contact staff input
The modes such as paragraph, target customer's service stage that identification contact staff is presently in is the decision problem stage.
S230, it is supplied to the contact staff to carry out at least one demand card corresponding with the decision problem stage
It has been shown that, wherein, the card display content in demand card is associated to the information in demand card with inputting.
Typically, at least one corresponding with the decision problem stage can be needed by way of wicket tiling
Card is asked to be supplied to the contact staff to be shown.
Such as：5 demand cards need to be shown altogether in current active window, current active window can be divided into up and down
Two subwindows, and tiling shows 2 demand cards in superincumbent subwindow, the tiling display 3 in following subwindow
Demand card.It is, of course, understood that other layout type can also be taken to show the demand card, the present embodiment
To this and it is not limited.
S240, the detection contact staff to the handover operation of the demand card currently shown, and preserve switching record with
Corresponding relation between the decision problem stage.
In the present embodiment, the handover operation of demand card of the contact staff to currently showing can include：It is described
Contact staff newly opens the switching behaviour of one or more new demand card on the basis of the demand card currently shown
Make, and/or, the contact staff closes one or more demand card currently shown, and newly open one or
Multiple new handover operations of demand card etc..
Accordingly, the switching record of preservation and the corresponding relation between the decision problem stage can include：Sentence
In the disconnected problem stage, increase " XX1 " demand card newly, or, in the decision problem stage, " XX2 " demand card is closed, opening " XX3 " needs
Seek card.
S250, the identification information of service user is obtained as the auxiliary user profile.
Wherein, the identification information includes：The telephone number of user, and/or user is on client service platform
Login account.
S260, the auxiliary user profile inputted into the demand card currently shown, currently shown so that described
Demand card correspondingly updates card display content.
In the present embodiment, by that can will be inputted with the identification information of unique mark user identity to the demand card
In piece, can with so that obtain user history chat record, history service log, essential information, historical behavior and history order
The information such as single.
Contact staff can help it quickly to determine consulting needed for this customer service of user after above- mentioned information is obtained
Problem.
S270, the corresponding relation switched between record and decision problem stage according to setting time section memory storage, renewal
Corresponding relation between the decision problem stage and demand card.
The technical scheme of the embodiment of the present invention describes the one of user history information by establishing the decision problem stage with being used for
Corresponding relation between individual or multiple demand cards, after the decision problem stage is identified, first by corresponding demand card
Carry out Dynamic Announce, and and then according to the identification information of service user, dynamically update in the demand card currently shown
The technological means of display content, contact staff can be assisted quickly to determine the problem of user to be seeked advice from, improve contact staff's
Operating efficiency, and the service experience of user can be substantially improved, lift user satisfaction.
Embodiment three
A kind of flow chart of the method for pushing for auxiliary customer service information that Fig. 3 provides for the embodiment of the present invention three, the present embodiment
Embodied based on above-described embodiment, be specially that solution is asked by target customer's service stage in the present embodiment
The topic stage, meanwhile, will obtain it is corresponding with target customer's service stage aid in user profile, specially：If it is determined that institute
Target customer's service stage is stated to solve the problems, such as the stage, then keyword identification is carried out in the interaction content of service user input,
And the target keyword identified is obtained as the auxiliary user profile；
Meanwhile after auxiliary user profile corresponding with target customer's service stage is obtained, also specifically include：Root
According to the target keyword identified, it is determined that the destination service scene being presently in；According to the destination service scene, renewal
The demand card currently shown, wherein, service scenarios correspond at least one demand card.Accordingly, the method tool of the present embodiment
Body includes：
S310, at least a type of demand card of construction, and establish and solve the problems, such as between stage and demand card in advance
Corresponding relation.
In the present embodiment, described in detail exemplified by solving the problem stage.It is non-limiting as example, establish and solve
Corresponding relation between problem stage and demand card can include：Establish and solve the problems, such as stage and knowledge base card and business
Handle the corresponding relation between card.
Wherein, the knowledge base card, the web search results of the Query Information for showing input, such as：It is if objective
Personnel's input " periodically financing " is taken, then the knowledge base card can in a network be searched for and shown related with " periodically managing money matters " special
Industry knowledge；The business processing card, for showing the business processing content of the business platform associated with the customer service platform.Example
Such as：If the user desired that contact staff assists to carry out air ticket to change label or the business such as quit the subscription of, then shown in the business processing card
Having air ticket to change, label handle interface or air ticket quits the subscription of processing interface etc., with the corresponding business processing operation of carry out easily and fast.
Target customer's service stage that S320, identification contact staff are presently in is to solve the problems, such as the stage.
S330, will solve the problems, such as that stage corresponding at least one demand card is supplied to the contact staff to carry out with described
It has been shown that, wherein, the card display content in demand card is associated to the information in demand card with inputting.
S340, the detection contact staff to the handover operation of the demand card currently shown, and preserve switching record with
The corresponding relation solved the problems, such as between the stage.
S350, keyword identification is carried out in the interaction content of service user input, and obtain the target critical identified
Word is as the auxiliary user profile.
In an optional embodiment of the present embodiment, keyword is carried out in the interaction content of service user input
Identification, and obtain the target keyword identified and aid in user profile to include as described：
The interaction content that user inputs is matched with the keywords database to prestore, and using the keyword that the match is successful as
The target keyword.
Wherein, the interaction content can be the word content of user's input, or lead to the voice that user inputs
The word content crossed after the conversion of speech-to-text technology.
Typically, a keywords database can be pre-established according to customer service type.If for example, customer service class
Type is the customer service of air ticket ordering platform, then the keyword that the keywords database includes can be：Change label, special price, come and go,
Southern aviation ..., can be by the keyword directly as auxiliary after identifying that user inputs in keywords database the keyword stored
Help user profile.
In an optional embodiment of the present embodiment, keyword is carried out in the interaction content of service user input
Identification, and obtain the target keyword identified and aid in user profile to include as described：To in the interaction of user's input
Appearance is made pauses in reading unpunctuated ancient writings, and carries out syntactic analysis to punctuate result, using the object in sentence as the target keyword.
Inventor has found that the content that a service user really needs to seek advice from is often positioned in the guest of a sentence by studying
Language part, such as：" I wants to change label air ticket " or " I will buy finance product " etc., therefore, the interaction that user can be inputted
Object content in content is directly as the auxiliary user profile.
The target keyword that S360, basis identify, it is determined that the destination service scene being presently in.
In the present embodiment, in order that the demand card of contact staff must be supplied to more to hit the reality of the client personnel
Need, further the demand card currently shown can be updated according to the destination service scene being presently in.
Optionally, the application scenarios can include：Business consultation and business handling etc., wherein it is possible to be different
Customer service type, determine different service scenarios.
S370, the demand card currently shown according to the destination service scene, renewal, wherein, service scenarios are corresponding extremely
A kind of few demand card.
S380, the detection contact staff to the handover operation of the demand card currently shown, and preserve switching record with
Corresponding relation between the destination service scene being presently in.
S390, the auxiliary user profile inputted into the demand card currently shown, currently shown so that described
Demand card correspondingly updates card display content.
S3100, the corresponding relation switched between record and service scenarios according to setting time section memory storage, more new demand servicing
Corresponding relation between scene and demand card.
S3110, the corresponding relation between the problem stage, renewal are recorded and solved according to the switching of setting time section memory storage
The corresponding relation solved the problems, such as between stage and demand card.
The technical scheme of the embodiment of the present invention solves the problems, such as the stage with can be used for solving user's counseling problem by establishing
One or more demand card between corresponding relation, after identifying and solving the problems, such as the stage, first by corresponding demand
Card carries out Dynamic Announce, and and then the interactive information that is inputted according to service user in target keyword, dynamic updates current
The technological means of display content in the demand card of display, can assist contact staff quickly to solve the problems, such as user, improve
The operating efficiency of contact staff, and the service experience of user can be substantially improved, lift user satisfaction.
On the basis of the various embodiments described above, inputted by the auxiliary user profile into the demand card currently shown
Afterwards, can also include：Store the contact staff and solving the problem stage, what is inputted in the demand card currently shown searches
Rope content；
Accordingly, methods described can also include：According to the search content of setting time section memory storage, the key is updated
Dictionary.
Example IV
A kind of flow chart of the method for pushing for auxiliary customer service information that Fig. 4 provides for the embodiment of the present invention four, the present embodiment
Embodied based on above-described embodiment, be specially to terminate to take by target customer's service stage in the present embodiment
The business stage, meanwhile, will obtain it is corresponding with target customer's service stage aid in user profile, specially：If it is determined that institute
Target customer's service stage is stated to terminate service stage, then is obtained and the key service information conduct in this customer service processes
The auxiliary user profile, accordingly, the method for the present embodiment specifically includes：
S410, the in advance at least a type of demand card of construction, and establish and terminate between service stage and demand card
Corresponding relation.
In the present embodiment, described in detail exemplified by terminating session stage.Non-limiting as example, foundation terminates
Corresponding relation between session stage and demand card can include：Establish corresponding between end session stage and work order card
Relation.
Target customer's service stage that S420, identification contact staff are presently in is end service stage.
S430, with the corresponding at least one demand card of the end service stage contact staff will be supplied to carry out
It has been shown that, wherein, the card display content in demand card is associated to the information in demand card with inputting.
S440, the detection contact staff to the handover operation of the demand card currently shown, and preserve switching record with
Corresponding relation between the end service stage.
S450, obtain with the key service information in this customer service processes as the auxiliary user profile.
In the present embodiment, it is contemplated that completed and this client in end session stage, the groundwork of contact staff
Work order corresponding to service is filled in.Therefore, the key service information can be specifically to need to fill in the crucial letter in work order
Breath.
Therefore, the key service information can include：The identification information of service duration, service user, service class
The information such as type or consulting keyword.
S460, the auxiliary user profile inputted into the demand card currently shown, currently shown so that described
Demand card correspondingly updates card display content.
Accordingly, information can be correspondingly filled according to the type of the auxiliary user profile of acquisition by the current display
Demand card.Further, different service types generally corresponds to different work order card templates, and then can be according to acquisition
Service type, the work order card template of the current display in corresponding card of upgrading demand.
S470, recorded according to the switching of setting time section memory storage and terminate the corresponding relation between service stage, renewal
The corresponding relation terminated between service stage and demand card.
The technical scheme of the embodiment of the present invention terminates the corresponding relation between session stage and work order card by foundation,
Identify after terminating session stage, corresponding work order card is subjected to Dynamic Announce first, and and then according to this customer service
During key service information, dynamically update the technological means of the display content in the work order card currently shown, can assist
Help contact staff quickly to determine to complete filling in for customer service work order, further increase the operating efficiency of contact staff.
Concrete application scene
A kind of schematic diagram for the concrete application scene being applicable figure 5 illustrates the embodiment of the present invention.As shown in figure 5,
One complete customer service processes includes：Judge that customer problem, solution customer problem and record/upgrading/close these three
Process.
Wherein, included altogether in record/upgrading/closing：These three processes are closed in work order record, system upgrade and session,
Work order recording process is only paid close attention in this application scene.
In this application scene, by customer service work needed for various information modules (namely：In the form of demand card
Present), according to the different phase of customer service processes, realize that dynamic card recommends (modules A, module B ...), multidate information to push away
Recommend (A-1, B-2 ...), and can be learnt and fed back based on manual operation.
Dynamic card is recommended：Based on operation flow, different operation flows has typical difference in service.
Typically：1) the customer problem stage is being judged, contact staff needs information to help oneself to judge that user encounters
What problem, now with the chat history of user, history information on services, the essential information of user, (user is associating product information
The sequence information that is generated of business platform), the card of the association such as historical behavior information can be recommended；2) asked in solution user
The topic stage, it is no longer necessary to the information such as history communication record of user, now more importantly with network resource information, customer service
The card of the associations such as data；3) when service is near completion, contact staff needs to record service, and now work order card is
Need most；As can be seen here, dynamic card recommend enable to contact staff when needed at any time obtain corresponding to card for use
Family services.
Multidate information is recommended：During services client, in being linked up based on contact staff and service user, service is used
Family inputs keyword, the information that contact staff may need can be prejudged, it is possible thereby to realize the dynamic change of information in card.
For example, if service user refer to " periodically financing " this keyword, the card associated with history information on services can be stood
The work order that the user seeked advice from financing in the past is associated out, knowledge base card will associate out the knowledge that periodically financing is related,
Contact staff is set preferably to solve the problems, such as service user.
Machine learning and feedback：In addition to dynamic recommend, contact staff can also be grasped by traditional mode
Make to come choice cards, or the input search information in card, the card handover operation and search behavior of contact staff will
Recorded by system, by the operation of machine learning customer service, when future runs into similar scene again, system can recommend more suitable
The card that contact staff needs is closed, and more accurately determines the information inputted in card.
In order to be better understood from this application scene, now purchased the air ticket with a specific user/order Hotel Products after, make
With client service platform problem consulting is carried out to be illustrated, but it is understood that, this application scene be applied to it is all online
Commodity purchasing (such as：All kinds of ecommerce, on-line purchase financing/insurance etc.) business platform associated by customer service put down
Platform.
1st, user carries out browsing air ticket in the APP (Application, application program) of certain business platform, browses certain wine
Shop, or behaviors such as " hotel's consultings " is have selected when dialing service calls, above- mentioned information can be in user's history behavior card
It is supplied to contact staff.
The 2nd, if user has been completed purchase, then actual order will be formed in business platform, such as：Purchase
Ticket information, the hotel information etc. ordered, above- mentioned information can be supplied to contact staff in user's history order card.
3rd, in the scene of customer service consulting, service user is both possible to the consulting before being placed an order, it is also possible to carries out down
Consulting after list, the former mainly needs to use user's history behavior card, and the latter then needs to use user's history behavior card simultaneously
Piece and user's history order card.
Lift a relative complex case：
One user subscribes air ticket and the hotel to somewhere, there is air ticket, two, hotel order in sequence information.Now use
Wish to change label air ticket, have selected when dialing service calls " air ticket consulting " in family.Contact staff, which picks up, to be believed on customer service platform after phone
The change of breath turns to：Dynamically occurs user's history behavior card first, thus contact staff, which can prejudge user, will seek advice from air ticket phase
Pass problem；Then there is sequence information card, the predetermined ticket information of user is known in thus customer service.Based on this, customer service can
Directly to confirm with service user：" it may I ask whether you want to seek advice from the air ticket order of x days month x”
The value of above flow, it is not only to improve the operating efficiency of customer service, the service body of user can be also substantially improved
Test, lift user satisfaction.
Embodiment five
Fig. 6 is a kind of structural representation of the pusher for auxiliary customer service information that the embodiment of the present invention five provides.Such as Fig. 6
Shown, described device includes：Customer service Phase identification module 610, demand card provide module 620, auxiliary user profile obtains
Modulus block 630 and auxiliary user profile input module 640, wherein：
Customer service Phase identification module 610, the target customer's service stage being presently in for identifying contact staff；
Demand card provides module 620, for will at least one demand card corresponding with target customer's service stage
Piece is supplied to the contact staff to be shown, wherein, the card display content in demand card is with input into demand card
Information be associated；
User profile acquisition module 630 is aided in, corresponding with target customer's service stage user is aided in for obtaining
Information；
User profile input module 640 is aided in, for the auxiliary user profile to be inputted to the demand card currently shown
In piece, so that the demand card currently shown correspondingly updates card display content.
The embodiments of the invention provide a kind of pusher for aiding in customer service information, by according to the target visitor being presently in
Family service stage, dynamically shown to demand card corresponding to contact staff's offer；Meanwhile by acquisition and target customer
Auxiliary user profile corresponding to service stage, dynamically update the technology hand of the card display content in the demand card currently shown
Section, for contact staff, can be substantially improved its operating efficiency, and then institute can be faster found in magnanimity information
Need；For customer service team, the left-hand seat speed and learning cost of new contact staff will substantially reduce；For client, due to visitor
Take the lifting of efficiency and ability, can more be quickly obtained response and answer the problem of client, the CSAT of enterprise will
Rise.
On the basis of the various embodiments described above, described device also includes：
Demand card builds module, for before target customer's service stage for being presently in of identification contact staff, in advance
First construct at least a type of demand card, and the corresponding relation established between customer service stage and demand card；
The demand card includes：Information input interface, and point to and the type matching of the demand card
The information inquiry interface of information bank；
Wherein, after demand card receives target information by described information input interface, the target information is passed through
Described information query interface, which is transferred in the information bank to match, carries out information inquiry, and the information bank to match is returned
Query Result shown as card display content in the demand card.
On the basis of the various embodiments described above, the type of the demand card includes：User's history chat record card, use
Family history service log card, user basic information card, user's history behavior card, user's history order card, knowledge base
Card, business processing card or work order card；
The customer service stage includes：In the decision problem stage, solve the problem stage or terminate service stage.
On the basis of the various embodiments described above, the customer service Phase identification module, it can be specifically used for：
After detecting that the contact staff starts customer service, according to Service Duration, the contact staff is identified
The target customer's service stage being presently in；And/or
The standard paragraph inputted according to the contact staff, identify target customer's service that the contact staff is presently in
Stage.
On the basis of the various embodiments described above, the auxiliary User profile acquisition module, it can be specifically used for：
If it is determined that target customer's service stage is the decision problem stage, then the identity letter of service user is obtained
Breath is used as the auxiliary user profile；
Wherein, the identification information includes：The telephone number of user, and/or user is on client service platform
Login account.
On the basis of the various embodiments described above, the auxiliary User profile acquisition module, it can specifically include：
Keyword recognition unit, for if it is determined that target customer's service stage is then taking to solve the problems, such as the stage
It is engaged in carrying out keyword identification in the interaction content of user's input, and obtains the target keyword identified as the auxiliary user
Information.
On the basis of the various embodiments described above, it can also include：Demand card update module, is used for：
After auxiliary user profile corresponding with target customer's service stage is obtained, according to the mesh identified
Keyword is marked, it is determined that the destination service scene being presently in；
According to the destination service scene, the demand card currently shown is updated, wherein, service scenarios are corresponding at least one
Demand card.
On the basis of the various embodiments described above, the keyword recognition unit, it can be specifically used for：
The interaction content that user inputs is matched with the keywords database to prestore, and using the keyword that the match is successful as
The target keyword；And/or
The interaction content of user's input is made pauses in reading unpunctuated ancient writings, and syntactic analysis is carried out to punctuate result, by the object in sentence
As the target keyword.
On the basis of the various embodiments described above, it can also include：First switching record preserving module, for will with it is described
At least one demand card corresponding to target customer's service stage is supplied to after the contact staff shown, described in detection
Contact staff to the handover operation of the demand card currently shown, and preserve switching record with target customer's service stage it
Between corresponding relation；
Described device can also include：First corresponding relation update module, for cutting according to setting time section memory storage
The corresponding relation changed between record and customer service stage, update the corresponding pass between the customer service stage and demand card
System.
On the basis of the various embodiments described above, it can also include：Second switching record preserving module, for according to
Destination service scene, after updating the demand card currently shown, detect the contact staff and solving the problem stage, to current
The handover operation of the demand card of display, and preserve switching record pass corresponding between the destination service scene being presently in
System；
Described device can also include：Second corresponding relation update module, for cutting according to setting time section memory storage
The corresponding relation changed between record and service scenarios, update the corresponding relation between service scenarios and demand card.
On the basis of the various embodiments described above, it can also include：3rd switching record preserving module, for will be described auxiliary
Help after user profile inputted into the demand card currently shown, store the contact staff and solving the problem stage, working as
The search content inputted in the demand card of preceding display；
Described device can also include：3rd corresponding relation update module, for searching according to setting time section memory storage
Rope content, update the keywords database.
The pusher of above-mentioned auxiliary customer service information can perform the auxiliary customer service information that any embodiment of the present invention is provided
Method for pushing, possess execution auxiliary customer service information the corresponding functional module of method for pushing and beneficial effect.
Embodiment six
Fig. 7 is a kind of structural representation for computer equipment that the embodiment of the present invention six provides.Fig. 7 is shown suitable for being used for
Realize the block diagram of the exemplary computer device 12 of embodiment of the present invention.The computer equipment 12 that Fig. 7 is shown is only one
Example, any restrictions should not be brought to the function and use range of the embodiment of the present invention.
As shown in fig. 7, computer equipment 12 is showed in the form of universal computing device.The component of computer equipment 12 can be with
Including but not limited to：One or more processor or processing unit 16, system storage 28, connect different system component
The bus 18 of (including system storage 28 and processing unit 16).
Bus 18 represents the one or more in a few class bus structures, including memory bus or Memory Controller,
Peripheral bus, graphics acceleration port, processor or the local bus using any bus structures in a variety of bus structures.Lift
For example, these architectures include but is not limited to industry standard architecture (ISA) bus, MCA (MAC)
Bus, enhanced isa bus, VESA's (VESA) local bus and periphery component interconnection (PCI) bus.
Computer equipment 12 typically comprises various computing systems computer-readable recording medium.These media can be it is any can be by
The usable medium that computer equipment 12 accesses, including volatibility and non-volatile media, moveable and immovable medium.
System storage 28 can include the computer system readable media of form of volatile memory, such as arbitrary access
Memory (RAM) 30 and/or cache memory 32.Computer equipment 12 may further include it is other it is removable/can not
Mobile, volatile/non-volatile computer system storage medium.Only as an example, storage system 34 can be used for read-write not
Movably, non-volatile magnetic media (Fig. 7 is not shown, is commonly referred to as " hard disk drive ").Although not shown in Fig. 7, can with
There is provided for the disc driver to may move non-volatile magnetic disk (such as " floppy disk ") read-write, and to removable non-volatile
The CD drive of CD (such as CD-ROM, DVD-ROM or other optical mediums) read-write.In these cases, each driving
Device can be connected by one or more data media interfaces with bus 18.Memory 28 can include at least one program and produce
Product, the program product have one group of (for example, at least one) program module, and these program modules are configured to perform of the invention each
The function of embodiment.
Program/utility 40 with one group of (at least one) program module 42, such as memory 28 can be stored in
In, such program module 42 includes --- but being not limited to --- operating system, one or more application program, other programs
Module and routine data, the realization of network environment may be included in each or certain combination in these examples.Program mould
Block 42 generally performs function and/or method in embodiment described in the invention.
Computer equipment 12 can also be with one or more external equipments 14 (such as keyboard, sensing equipment, display 24
Deng) communication, the equipment communication interacted with the computer equipment 12 can be also enabled a user to one or more, and/or with making
Obtain any equipment that the computer equipment 12 can be communicated with one or more of the other computing device (such as network interface card, modulatedemodulate
Adjust device etc.) communication.This communication can be carried out by input/output (I/O) interface 22.Also, computer equipment 12 may be used also
To pass through network adapter 20 and one or more network (such as LAN (LAN), wide area network (WAN) and/or public network
Network, such as internet) communication.As illustrated, network adapter 20 is led to by bus 18 and other modules of computer equipment 12
Letter.It should be understood that although not shown in Fig. 7, computer equipment 12 can be combined and use other hardware and/or software module, bag
Include but be not limited to：Microcode, device driver, redundant processing unit, external disk drive array, RAID system, magnetic tape drive
Device and data backup storage system etc..
Processing unit 16 is stored in program in system storage 28 by operation, so as to perform various function application and
Data processing, such as realize a kind of method for pushing for auxiliary customer service information that the embodiment of the present invention is provided.
That is, the processing unit is realized when performing described program：Target customer's clothes that identification contact staff is presently in
The business stage；It is supplied to the contact staff to be shown at least one demand card corresponding with target customer's service stage
Show, wherein, the card display content in demand card is associated to the information in demand card with inputting；Obtain and the target
Auxiliary user profile corresponding to the customer service stage；The auxiliary user profile is inputted into the demand card currently shown,
So that the demand card currently shown correspondingly updates card display content.
Embodiment seven
The embodiment of the present invention seven provides a kind of computer-readable recording medium, is stored thereon with computer program, the journey
The method for pushing of the auxiliary customer service information provided such as all inventive embodiments of the application is provided when sequence is executed by processor：
That is, the program is realized when being executed by processor：Target customer's service stage that identification contact staff is presently in；
It is supplied to the contact staff to be shown at least one demand card corresponding with target customer's service stage, its
In, the card display content in demand card is associated to the information in demand card with inputting；Obtain and the target customer
Auxiliary user profile corresponding to service stage；The auxiliary user profile is inputted into the demand card currently shown, so that
The demand card currently shown correspondingly updates card display content.
Any combination of one or more computer-readable media can be used.Computer-readable medium can be calculated
Machine readable signal medium or computer-readable recording medium.Computer-readable recording medium for example can be --- but it is unlimited
In system, device or the device of --- electricity, magnetic, optical, electromagnetic, infrared ray or semiconductor, or it is any more than combination.Calculate
The more specifically example (non exhaustive list) of machine readable storage medium storing program for executing includes：Electrical connection with one or more wires, just
Take formula computer disk, hard disk, random access memory (RAM), read-only storage (ROM), erasable type and may be programmed read-only storage
Device (EPROM or flash memory), optical fiber, portable compact disc read-only storage (CD-ROM), light storage device, magnetic memory device,
Or above-mentioned any appropriate combination.In this document, computer-readable recording medium can any include or store journey
The tangible medium of sequence, the program can be commanded the either device use or in connection of execution system, device.
Computer-readable signal media can include in a base band or as carrier wave a part propagation data-signal,
Wherein carry computer-readable program code.The data-signal of this propagation can take various forms, including --- but
It is not limited to --- electromagnetic signal, optical signal or above-mentioned any appropriate combination.Computer-readable signal media can also be
Any computer-readable medium beyond computer-readable recording medium, the computer-readable medium can send, propagate or
Transmit for by instruction execution system, device either device use or program in connection.
The program code included on computer-readable medium can be transmitted with any appropriate medium, including --- but it is unlimited
In --- wireless, electric wire, optical cable, RF etc., or above-mentioned any appropriate combination.
It can be write with one or more programming languages or its combination for performing the computer that operates of the present invention
Program code, described program design language include object oriented program language-such as Java, Smalltalk, C++,
Also include conventional procedural programming language-such as " C " language or similar programming language.Program code can be with
Fully perform, partly perform on the user computer on the user computer, the software kit independent as one performs, portion
Divide and partly perform or performed completely on remote computer or server on the remote computer on the user computer.
Be related in the situation of remote computer, remote computer can pass through the network of any kind --- including LAN (LAN) or
Wide area network (WAN)-be connected to subscriber computer, or, it may be connected to outer computer (such as carried using Internet service
Pass through Internet connection for business).
Pay attention to, above are only presently preferred embodiments of the present invention and institute's application technology principle.It will be appreciated by those skilled in the art that
The invention is not restricted to specific embodiment described here, can carry out for a person skilled in the art various obvious changes,
Readjust and substitute without departing from protection scope of the present invention.Therefore, although being carried out by above example to the present invention
It is described in further detail, but the present invention is not limited only to above example, without departing from the inventive concept, also
Other more equivalent embodiments can be included, and the scope of the present invention is determined by scope of the appended claims.
Claims (14)
- A kind of 1. method for pushing for aiding in customer service information, it is characterised in that including：Target customer's service stage that identification contact staff is presently in；It is supplied to the contact staff to be shown at least one demand card corresponding with target customer's service stage, Wherein, the card display content in demand card is associated to the information in demand card with inputting；Obtain auxiliary user profile corresponding with target customer's service stage；The auxiliary user profile is inputted into the demand card currently shown, so that the demand card pair currently shown Card display content should be updated.
- 2. according to the method for claim 1, it is characterised in that in target customer's service that identification contact staff is presently in Before stage, in addition to：At least a type of demand card of construction in advance, and the corresponding pass established between customer service stage and demand card System；The demand card includes：Information input interface, and point to the information with the type matching of the demand card The information inquiry interface in storehouse；Wherein, after demand card receives target information by described information input interface, the target information is passed through described Information inquiry interface, which is transferred in the information bank to match, carries out information inquiry, and is looked into what the information bank to match returned Result is ask to be shown in the demand card as card display content.
- 3. method according to claim 1 or 2, it is characterised in that：The type of the demand card includes：User's history chat record card, user's history service log card, user are basic Load card, user's history behavior card, user's history order card, knowledge base card, business processing card or work order card Piece；The customer service stage includes：In the decision problem stage, solve the problem stage or terminate service stage.
- 4. according to the method for claim 1, it is characterised in that the target customer that identification contact staff is presently in services rank Section, including：After detecting that the contact staff starts customer service, according to Service Duration, identify that the contact staff is current Residing target customer's service stage；And/orThe standard paragraph inputted according to the contact staff, identify that the target customer that the contact staff is presently in services rank Section.
- 5. according to the method for claim 3, it is characterised in that obtain auxiliary corresponding with target customer's service stage User profile, including：If it is determined that target customer's service stage is the decision problem stage, then the identification information for obtaining service user is made For the auxiliary user profile；Wherein, the identification information includes：The telephone number of user, and/or login of the user on client service platform Account.
- 6. according to the method for claim 3, it is characterised in that obtain auxiliary corresponding with target customer's service stage User profile, including：If it is determined that target customer's service stage to solve the problems, such as the stage, then enters in the interaction content of service user input Row keyword identifies, and obtains the target keyword identified as the auxiliary user profile.
- 7. according to the method for claim 6, it is characterised in that corresponding auxiliary with target customer's service stage obtaining Help after user profile, in addition to：According to the target keyword identified, it is determined that the destination service scene being presently in；According to the destination service scene, the demand card currently shown is updated, wherein, service scenarios correspond at least one demand Card.
- 8. the method according to claim 6 or 7, it is characterised in that closed in the interaction content of service user input Keyword identifies, and obtains the target keyword identified as the auxiliary user profile, including：The interaction content that user inputs is matched with the keywords database to prestore, and using the keyword that the match is successful as described in Target keyword；And/orTo user input interaction content make pauses in reading unpunctuated ancient writings, and to punctuate result carry out syntactic analysis, using the object in sentence as The target keyword.
- 9. according to the method for claim 2, it is characterised in that will be corresponding at least with target customer's service stage A kind of demand card is supplied to after the contact staff shown, in addition to：The contact staff is detected to the handover operation of the demand card currently shown, and preserves switching record and target visitor Corresponding relation between the service stage of family；Methods described also includes：Closed according to the switching record of setting time section memory storage is corresponding between the customer service stage System, updates the corresponding relation between the customer service stage and demand card.
- 10. according to the method for claim 7, it is characterised in that according to the destination service scene, update current display Demand card after, in addition to：Detect the contact staff and solving the problem stage, to the handover operation of the demand card currently shown, and preserve switching Corresponding relation between the destination service scene for recording and being presently in；Methods described also includes：Corresponding relation between service scenarios is recorded according to the switching of setting time section memory storage, more Corresponding relation between new demand servicing scene and demand card.
- 11. according to the method for claim 8, it is characterised in that inputted by the auxiliary user profile to current display Demand card in after, in addition to：Store the contact staff and solve problem stage, the search content inputted in the demand card currently shown；Methods described also includes：According to the search content of setting time section memory storage, the keywords database is updated.
- A kind of 12. pusher for aiding in customer service information, it is characterised in that including：Customer service Phase identification module, the target customer's service stage being presently in for identifying contact staff；Demand card provides module, at least one demand card corresponding with target customer's service stage to be supplied to The contact staff shown, wherein, card display content and input in demand card to the information phase in demand card Association；User profile acquisition module is aided in, corresponding with target customer's service stage user profile is aided in for obtaining；User profile input module is aided in, for the auxiliary user profile to be inputted into the demand card currently shown, with The demand card currently shown is set correspondingly to update card display content.
- 13. a kind of computer equipment, including memory, processor and storage are on a memory and the meter that can run on a processor Calculation machine program, it is characterised in that the side as described in any in claim 1-11 is realized during the computing device described program Method.
- 14. a kind of computer-readable recording medium, is stored thereon with computer program, it is characterised in that the program is by processor The method as described in any in claim 1-11 is realized during execution.
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