CN108076119A - A kind of pre- service processing method and system - Google Patents
A kind of pre- service processing method and system Download PDFInfo
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- CN108076119A CN108076119A CN201611033505.3A CN201611033505A CN108076119A CN 108076119 A CN108076119 A CN 108076119A CN 201611033505 A CN201611033505 A CN 201611033505A CN 108076119 A CN108076119 A CN 108076119A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/14—Session management
- H04L67/141—Setup of application sessions
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/50—Network services
- H04L67/56—Provisioning of proxy services
- H04L67/566—Grouping or aggregating service requests, e.g. for unified processing
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Abstract
The embodiment of the present invention provides a kind of pre- service processing method and system.The pre- service processing method includes：Receive the Subscriber Number to be serviced that client terminal is sent；Inquiry request is sent to big data platform；The inquiry request carries the Subscriber Number to be serviced；The corresponding service case information of the Subscriber Number to be serviced for receiving that the big data platform returns；The service case information includes at least service words art information；Art information is talked about into the service and is sent to the client terminal.The system is used to perform the above method.Method and system provided by the invention obtain the corresponding service case information of Subscriber Number to be serviced by big data platform, and the service words art information that the service case information includes is sent to client terminal, pre- service is provided for client, improves efficiency of service.
Description
Technical field
The present embodiments relate to Internet technical field more particularly to a kind of pre- service processing method and systems.
Background technology
As the rapid development of internet, electronic information degree are deepened, customer voice, the flow diadactic structure business form
Quickly changing, the pattern of customer service is also increasingly diversified, and 10086 traditional hotline customer service patterns are due to facing manpower
Resource anxiety situation cannot meet customer need, and change traditional method of service, innovated by the media capability of internet
Service improves efficiency of service, could effectively promote call center towards the service ability of mobile Internet, catering to user service needs
It asks.
Under the conditions of the prior art, when client obtains service by internet channels, Internet service system is first logged into, is needed
To input corresponding service request information in systems according to the demand for services of itself, Internet service system is according to serve please
Acquisition of information is asked to service words art accordingly, then response is carried out by intelligent robot.Client needs to obtain when servicing each time
Need to make requests on the input of information, it is inconvenient for operation, and the machine person's development stand-by period is longer, client cannot obtain well
Service experience.
Therefore, how to improve the efficiency of customer service be current industry it is urgently to be resolved hurrily need problem.
The content of the invention
For in the prior art the defects of, the embodiment of the present invention provides a kind of pre- service processing method and system.
On the one hand, the embodiment of the present invention provides a kind of pre- service processing method, including：
Receive the Subscriber Number to be serviced that client terminal is sent；
Inquiry request is sent to big data platform；The inquiry request carries the Subscriber Number to be serviced；
The corresponding service case information of the Subscriber Number to be serviced for receiving that the big data platform returns；The service
Case information includes at least service words art information；
Art information is talked about into the service and is sent to the client terminal.
On the other hand, the embodiment of the present invention provides a kind of pre- service processing system, including：Client terminal, internet customer service
System and big data platform, wherein：
Client terminal is used to the Subscriber Number to be serviced got being sent to Internet subscribers' service system, and receives institute
State the pre- information on services of Internet subscribers' service system return；The pre- information on services includes at least service words art information；
Internet customer service system sends inquiry request for receiving the Subscriber Number to be serviced to big data platform,
And the corresponding service case information of the Subscriber Number to be serviced for receiving that the big data platform returns, the service case
Information includes at least service words art information, and the service is talked about art information and is sent to client terminal；Wherein, the inquiry request
Carry the Subscriber Number to be serviced；
Big data platform is used to receive the inquiry request that the internet customer service system is sent, please according to the inquiry
The history service case for inquiring about the Subscriber Number to be serviced is sought, the Subscriber Number to be serviced is obtained according to the first preset rules
Corresponding service case information, and the service case information is back to the internet customer service system；The history service case
Example is had previously been stored in the big data platform.
Method and system provided in an embodiment of the present invention pass through big data platform and obtain by obtaining Subscriber Number to be serviced
The corresponding service case information of Subscriber Number to be serviced is taken, the service words art information that the service case information includes is sent
To client terminal, pre- service is provided for client, improves efficiency of service.
Description of the drawings
It in order to illustrate more clearly about the embodiment of the present invention or technical scheme of the prior art, below will be to embodiment or existing
There is attached drawing needed in technology description to be briefly described, it should be apparent that, the accompanying drawings in the following description is this hair
Some bright embodiments, for those of ordinary skill in the art, without creative efforts, can be with root
Other attached drawings are obtained according to these attached drawings.
Fig. 1 is pre- service processing method flow diagram provided in an embodiment of the present invention；
Fig. 2 is the pre- service processing method flow diagram that another embodiment of the present invention provides；
Fig. 3 is the pre- service processing method flow diagram that further embodiment of this invention provides；
Fig. 4 is the pre- service processing system structure diagram that one embodiment of the invention provides；
Fig. 5 is the pre- service processing system structure diagram that another embodiment of the present invention provides；
Fig. 6 is the pre- service processing system structure diagram that further embodiment of this invention provides；
Fig. 7 is the entity apparatus structure diagram of electronic equipment provided in an embodiment of the present invention.
Specific embodiment
To make the purpose, technical scheme and advantage of the embodiment of the present invention clearer, below in conjunction with the embodiment of the present invention
In attached drawing, the technical solution in the embodiment of the present invention is explicitly described, it is clear that described embodiment be the present invention
Part of the embodiment, instead of all the embodiments.Based on the embodiments of the present invention, those of ordinary skill in the art are not having
All other embodiments obtained under the premise of creative work are made, belong to the scope of protection of the invention.
Fig. 1 is pre- service processing method flow diagram provided in an embodiment of the present invention, as shown in Figure 1, the present embodiment carries
For a kind of pre- service processing method, including：
S1, the Subscriber Number to be serviced that client terminal is sent is received；
Specifically, for user after client terminal is logged in by internet channels, client terminal obtains the use to be serviced of client
Family number, and the Subscriber Number to be serviced is sent to internet customer service system, the internet customer service system, which receives, to be waited to take
Business Subscriber Number.It is understood that the internet channels can be online business hall, wechat client, China Mobile
APP or other internet channels, are not specifically limited herein.
S2, inquiry request is sent to big data platform；The inquiry request carries the Subscriber Number to be serviced；
Specifically, after the internet customer service system receives Subscriber Number to be serviced, then to described to big data platform
Inquiry request is sent, the inquiry request carries the Subscriber Number to be serviced, so that the big data platform is according to
Subscriber Number to be serviced inquires about the corresponding history service case information of the Subscriber Number to be serviced in case database is serviced.
S3, the corresponding service case information of the Subscriber Number to be serviced for receiving that the big data platform returns；It is described
It services case information and includes at least service words art information；
Specifically, after the big data platform receives the inquiry request that the internet customer service system is sent, institute is inquired about
The corresponding history service case information of Subscriber Number to be serviced is stated, the Subscriber Number to be serviced is obtained according to the first preset rules
Service case information, and by it is described service case information be back to the internet customer service system, the internet customer service system
System receives the service case information；Wherein, it is described service case information include at least service words art information, can also include with
The service words art information services case coding accordingly, is not specifically limited herein.
S4, the service words art information is sent to the client terminal.
Specifically, the service words art information hair that the internet customer service system includes the service case information received
It send to the client terminal, pre- service is provided for client.
For example, user's first opens China Mobile's wechat client on mobile phone, with the cell-phone number 187****3355 codes of oneself
After logging in, Subscriber Number is sent to internet customer service system by mobile phone, and the internet customer service system receives Subscriber Number, and to
Described that the inquiry request for carrying the Subscriber Number is sent to big data platform, the big data platform receives the inquiry please
After asking, the corresponding history service case informations of 187****3355 are inquired about in case database is serviced, and obtain 187****
3355 when small apart from current time 24 service request interior sending but there is no respective service and the service request
The service is talked about art information and is back to internet customer service system, the internet customer service system by corresponding service words art information
Art information is talked about into the service and is sent to the client terminal, user's first is looked on the mobile phone of oneself by wechat client
It sees the service words art information, obtains pre- service.It is understood that the big data platform can also obtain it is described
The Subscriber Number of 187****3355 in a historical time section the most service request of transmission times and it is corresponding if art take
Information of being engaged in can also obtain the service case information, herein not as the service case information according to other preset rules
It is specifically limited.
Pre- service processing method provided in an embodiment of the present invention, by obtaining Subscriber Number to be serviced, and passes through big data
Platform obtains the corresponding service case information of Subscriber Number to be serviced, the service words art letter that the service case information is included
Breath is sent to client terminal, provides pre- service for client, improves efficiency of service.
On the basis of above-described embodiment, further, the service case information further includes service case coding；Accordingly
Ground, the method further include：
If judging to know according to the service case coding needs to obtain real-time surplus data message, sent out to crm system
The inquiry request is sent, and receives the real-time surplus data message that the crm system returns, art information is talked about into the service
Client terminal is sent to after the real-time surplus data message combination.
Specifically, Fig. 2 is the pre- service processing method flow diagram that another embodiment of the present invention provides, as shown in Fig. 2,
The internet customer service system carries after receiving the Subscriber Number to be serviced that the client terminal is sent to the transmission of big data platform
Inquiry request described in Subscriber Number to be serviced, the service case information that the big data platform returns further include service case
Coding after the internet customer service system receives service case coding and service words art information, is compiled according to the service case
Code judges whether to need to obtain real-time surplus data message, if desired, the inquiry request then is sent to crm system, it is described to look into
It askes request and equally carries the Subscriber Number to be serviced, the crm system is received after the inquiry request to the internet
Customer service system returns to the real-time surplus data message of the Subscriber Number to be serviced, and the internet customer service system receives the reality
When surplus data message, client terminal will be sent to after the service words art information and real-time surplus data message combination；
If need not, the service is directly talked about art information and is sent to the client terminal by the internet customer service system.It can manage
Solution, the real-time surplus data message can be gone back including message minute surplus in telephone expenses surplus, flow surplus, set meal
It can include other real-time surplus data messages, be not specifically limited herein.
For example, after the big data platform receives the inquiry request that the internet customer service system is sent, in service case
187****3355 corresponding history service case information is inquired about in example database, and obtain 187****3355 apart from it is current when
Between 24 it is small when service request interior sending but there is no respective service, by the service request it is corresponding service case compile
Code and service words art information are back to the internet customer service system, and the internet customer service system is compiled according to the service case
Code judges to know that the service request dominates reason as flow oiling, it is determined that needs to obtain real-time surplus data message, then will do
The real-time surplus data message that the service words art information and 187****3355 of reason flow oiling bag are current is sent to client terminal；
If the internet customer service system judges to know that the service request is complained as contact staff according to the service case coding,
It determines that real-time surplus data message need not be obtained, then the contact staff is directly complained and corresponded to by the internet customer service system
Service words art information be sent to the client terminal.
Pre- service processing method provided in an embodiment of the present invention, obtains Subscriber Number to be serviced, is obtained by big data platform
The corresponding service case coding information of Subscriber Number to be serviced and service words art information are taken, if judging need according to service case coding
Real-time surplus data message is obtained, then real-time surplus data message is obtained by crm system, and art information and reality is talked about into service
When surplus data message be sent to client terminal, provide pre- service for client, improve efficiency of service.
On the basis of above-described embodiment, further, the service case information further includes service case coding；Accordingly
Ground, the method further include：
The inquiry request is sent to the crm system while inquiry request is sent to big data platform；
The real-time surplus data message that the crm system returns is received, and the real-time surplus data message is stored up
It deposits；
Judge whether to need the service talking about art information and the real-time surplus data according to the service case coding
Information is combined；If desired, then sent after being combined the service words art information and the real-time surplus data message
To the client terminal；If need not, art information is talked about into the service and is sent to the client terminal and by the real-time knot
Remaining data message abandons.
Specifically, Fig. 3 is the pre- service processing method flow diagram that further embodiment of this invention provides, as shown in figure 3,
Simultaneously to the big data platform after the Subscriber Number to be serviced that the internet customer service system reception client terminal is sent
The inquiry request is sent with the crm system；Since the crm system is returned described in the speed ratio of real-time surplus data message
The fast 1-2s of speed for the corresponding service case information of the Subscriber Number to be serviced that big data platform returns, the then internet
Customer service system first receives the real-time surplus data message that the crm system returns, and by the real-time surplus data message into
Row storage；When the internet customer service system receives service case coding and the clothes that the big data platform returns
During business words art information, judge whether to need the service talking about art information and the real-time surplus according to the service case coding
Data message is combined；If desired, then after the service words art information and the real-time surplus data message being combined
It is sent to the client terminal；If need not, art information is talked about into the service and is sent to the client terminal and by the reality
When surplus data message abandon.
For example, the internet customer service system sends inquiry request, interconnection to big data platform and the crm system simultaneously
Netter dress system receives the real-time surplus data message for the 187****3355 that the crm system returns, by the real-time surplus
Data message stores；Receiving service case coding and the service words art information that the big data platform returns
When, judged to know that the service request dominates reason as flow oiling according to the service case coding, it is determined that need by described in
Service words art information and the real-time surplus data message be combined, then by handle flow refuel bag service words art information and
Real-time surplus data message current 187****3355 is sent to client terminal；If the internet customer service system is according to
Service case coding judges to know that the service request is complained as contact staff, it is determined that need not the service be talked about art information
It is combined with the real-time surplus data message, then the contact staff is directly complained and corresponded to by the internet customer service system
Service words art information be sent to the client terminal, and will the real-time surplus data message discarding.
Pre- service processing method provided in an embodiment of the present invention, obtains Subscriber Number to be serviced, while to big data platform
Inquiry request is sent with crm system, the real-time surplus data message that crm system returns is kept in, when receiving big data platform
After the corresponding service case coding information of Subscriber Number to be serviced and service words art information that return, if according to service case coding
Judge to need service words art information and the real-time surplus data message being combined, then art information and institute are talked about into the service
It states after real-time surplus data message is combined and is sent to the client terminal；If need not combine, art is talked about into the service
Information is sent to the client terminal and abandons the real-time surplus data message, provides pre- service for client, and shortens
The processing time serviced in advance, improve efficiency of service.
On the basis of above-described embodiment, further, the method further includes：
If judge to know to the crm system and send the inquiry request to the institute for receiving the crm system return
The time interval for stating real-time surplus data message is more than the first predetermined threshold value and no more than the second predetermined threshold value, then to the CRM
System sends the first instruction so that the crm system to silent SVR serve ports into line activating.
Specifically, the crm system is including multiple SVR serve ports, root after the inquiry request that crm system receives
The inquiry request is distributed to different SVR serve ports according to the processing state of each SVR serve ports, when in the beginning of the month or
The busy period at the end of month, inquiry request quantity abruptly increase, and the crm system processing capacity is limited, if the internet customer service system
Judge to know to the crm system and send the inquiry request to the real-time surplus for receiving the crm system return
The time interval of data message is more than the first predetermined threshold value and no more than the second predetermined threshold value, it is determined that in the crm system
Non-silence SVR serve ports have been in service saturation state, then the first instruction are sent to the crm system, so that described
Crm system, into line activating, increases the quantity of the SVR serve ports, enhances the CRM systems to wherein silence SVR serve ports
The processing capacity of system.It is understood that in the middle of the month in limited time the period when, inquiry request quantity remains stable substantially, if institute
It states internet customer service system and sends the inquiry request to the reality for receiving the crm system return to the crm system
When surplus data message time interval be not more than first predetermined threshold value when, then automatically by activated silence SVR service
Silent status is recovered in port, avoids resource consumption.In addition, if the time interval is more than second predetermined threshold value but not
It is more than third predetermined threshold value, then automatic to send the inquiry request to the crm system again, if judging to know to the CRM
The number that system sends the identical inquiry request is more than 3 times, then directly abandons the inquiry request, avoid causing system whole
Body failure.
If for example, the internet customer service system sends the inquiry request to receiving the CRM to the crm system
The time interval for the real-time surplus data message that system returns was more than 1 second but not less than 2 second, then was sent out to the crm system
Send the first instruction so that the crm system to wherein silence SVR serve ports into line activating；If the time interval does not surpass
1 second is spent, then activated silence SVR serve ports are recovered into silent status automatically；If send the inquiry to the crm system
Do not received the real-time surplus data message that the crm system returns after request in 2 seconds, then it is automatic again to the CRM systems
System sends the inquiry request.
Pre- service processing method provided in an embodiment of the present invention, obtains Subscriber Number to be serviced, is obtained by big data platform
The corresponding service case coding information of Subscriber Number to be serviced and service words art information are taken, real-time surplus is obtained by crm system
Data message, and service words art information and real-time surplus data message are sent to client terminal, pre- service is provided for client, is carried
High efficiency of service, and crm system processing capacity is improved into line activating according to the silent serve port of preset condition pair.
On the basis of above-described embodiment, further, the method further includes：
If judge to know to the crm system and send the inquiry request to the institute for receiving the crm system return
The time interval for stating real-time surplus data message is more than the third predetermined threshold value, then sends alarm signal, and to described
Client terminal sends the prompt message for obtaining service by other means.
Specifically, the crm system is by the silence SVR serve ports into after line activating, internet customer service system of institute
If system judge to know to the crm system send the inquiry request to receive that the crm system returns it is described in real time
The time interval of surplus data message is still above the third predetermined threshold value, it is determined that whole SVR services of the crm system
Port is in over-saturation state, and the internet customer service system cannot meet demand for services at this time, then send alarm and carry
Show signal, and obtain the prompt message of service by other means to client terminal transmission.
Pre- service processing method provided in an embodiment of the present invention, obtains Subscriber Number to be serviced, is obtained by big data platform
The corresponding service case coding information of Subscriber Number to be serviced and service words art information are taken, real-time surplus is obtained by crm system
Data message, and service words art information and real-time surplus data message are sent to client terminal, pre- service is provided for client, is carried
High efficiency of service, and when judging that internet overcomes system service ability saturation by preset condition, prompting client terminal leads to
It crosses other modes to be serviced, improves service success rate.
Fig. 4 is the pre- service processing system structure diagram that one embodiment of the invention provides, as shown in figure 4, the present invention is real
It applies example and a kind of pre- service processing system is provided, including：Client terminal 401, internet customer service system 402 and big data platform 403,
Wherein：
Client terminal 401 is used to the Subscriber Number to be serviced got being sent to Internet subscribers' service system 402, and
Receive the pre- information on services that Internet subscribers' service system 402 returns；The pre- information on services includes at least service words art
Information；
Internet customer service system 402 sends to big data platform 403 and inquires about for receiving the Subscriber Number to be serviced
Request and the corresponding service case information of the Subscriber Number to be serviced for receiving that the big data platform 403 returns, it is described
It services case information and includes at least service words art information, and art information is talked about into the service and is sent to client terminal 401；Wherein,
The inquiry request carries the Subscriber Number to be serviced；
Big data platform 403 is used to receive the inquiry request of the transmission of internet customer service system 402, according to the inquiry
The history service case of Subscriber Number to be serviced described in requesting query, the user number to be serviced is obtained according to the first preset rules
The corresponding service case information of code, and it is 402 that the service case information is back to internet customer service；The history service case
Example is had previously been stored in big data platform 403.
Specifically, for user after client terminal 401 is logged in by internet channels, client terminal 401 obtains treating for client
Service user number, and the Subscriber Number to be serviced is sent to internet customer service system 402, internet customer service system 402
Subscriber Number to be serviced is received, then sends inquiry request to big data platform 403 to described, is treated described in the inquiry request carrying
Service user number, after big data platform 403 receives the inquiry request, the inquiry Subscriber Number to be serviced is corresponding to be gone through
History services case information, and the service case information of the Subscriber Number to be serviced is obtained according to the first preset rules, and by described in
Service case information is back to internet customer service system 402, and internet customer service system 402 receives the service case information, mutually
The service words art information that the service case information received includes is sent to the client terminal by networking customer service system 402,
Pre- service is provided for client.
It is understood that the internet channels can be online business hall, wechat client, China Mobile APP,
It can be other internet channels, be not specifically limited herein；Wherein, the service case information includes at least service words art letter
Breath can also include the case that services corresponding with the service words art information and encode, be not specifically limited herein.
Pre- service processing system provided in an embodiment of the present invention, by obtaining Subscriber Number to be serviced, and passes through big data
Platform obtains the corresponding service case information of Subscriber Number to be serviced, the service words art letter that the service case information is included
Breath is sent to client terminal, provides pre- service for client, improves efficiency of service.
On the basis of above-described embodiment, further, the information on services further includes service case coding, and Fig. 5 is this
Invent the pre- service processing system structure diagram that another embodiment provides, as shown in figure 5, the system client terminal 501,
Further include crm system 504 on the basis of internet customer service system 502 and big data platform 503, the client terminal 501 and big
Data platform 503 is consistent with the client terminal 401 in above-described embodiment and big data platform 403, wherein：
If internet customer service system 502, which is additionally operable to be known according to the service case coding judgement, to be needed to obtain real-time surplus
Data message then sends the inquiry request to crm system 504, and receives the real-time surplus number of the return of crm system 504
It is believed that breath, client terminal 501 is sent to after the service is talked about art information and the real-time surplus data message combination；
Crm system 504 is used to receive the inquiry request that the internet customer service system is sent, and is obtained according to the inquiry request
The real-time surplus data message of the Subscriber Number to be serviced is taken, and the real-time surplus data message is back to the interconnection
Netter dress system.
Specifically, to big data after the Subscriber Number to be serviced that the reception of internet customer service system 502 client terminal 501 is sent
Platform 503, which is sent, carries inquiry request described in Subscriber Number to be serviced, the service case information that big data platform 503 returns
Service case coding is further included, after internet customer service system 502 receives service case coding and service words art information, according to institute
Service case coding is stated to judge whether to need to obtain real-time surplus data message；If desired, then sent to crm system 504 described
Inquiry request, the inquiry request equally carry the Subscriber Number to be serviced, and crm system 504 receives the inquiry request
Backward internet customer service system 502 returns to the real-time surplus data message of the Subscriber Number to be serviced, the internet customer service
System 502 receives the real-time surplus data message, and the service is talked about art information and the real-time surplus data message combines
After be sent to client terminal 501；If need not, the service is directly talked about art information and is sent to by internet customer service system 502
Client terminal 501.It is understood that the real-time surplus data message can be including in telephone expenses surplus, flow surplus, set meal
Message minute surplus can also include other real-time surplus data messages, be not specifically limited herein.
Pre- service processing system provided in an embodiment of the present invention, obtains Subscriber Number to be serviced, is obtained by big data platform
The corresponding service case coding information of Subscriber Number to be serviced and service words art information are taken, if judging need according to service case coding
Real-time surplus data message is obtained, then real-time surplus data message is obtained by crm system, and art information and reality is talked about into service
When surplus data message be sent to client terminal, provide pre- service for client, improve efficiency of service.
On the basis of above-described embodiment, further, the information on services further includes service case coding, and Fig. 6 is this
Invent the pre- service processing system structure diagram that another embodiment provides, as shown in fig. 6, the system client terminal 601,
Crm system 604, client terminal 601 and big data are further included on the basis of internet customer service system 602 and big data platform 603
Platform 603 is consistent with the client terminal 401 in above-described embodiment and big data platform 403, wherein：
Internet customer service system 602 includes intelligent control module 605, for the inquiry request to be sent to big number simultaneously
According to platform 603 and crm system 604；The real-time surplus data message that crm system 604 returns is received, and by the real-time surplus
Data message is stored；According to it is described service case coding judge whether need by it is described service talk about art information and it is described in real time
Surplus data message is combined；If desired, then art information is talked about into the service and the real-time surplus data message carries out group
Client terminal 601 is sent to after conjunction；If need not, art information is talked about into the service and is sent to client terminal 601 and by described in
Real-time surplus data message abandons；
Crm system 604 is used to receive the inquiry request of the transmission of internet customer service system 602, is obtained according to the inquiry request
The real-time surplus data message of the Subscriber Number to be serviced is taken, and the real-time surplus data message is back to interconnection netter
Dress system 602.
Specifically, internet customer service system 602 receives intelligent control after the Subscriber Number to be serviced that client terminal 601 is sent
Module 605 sends the inquiry request to big data platform 603 and crm system 604 simultaneously；Since crm system 604 returns in real time
The speed of the speed of surplus data message service case information more corresponding than the Subscriber Number to be serviced that big data platform 603 returns
Fast 1-2s, then intelligent control module 605 first receive the real-time surplus data message of the return of crm system 604, and will be described real-time
Surplus data message is stored；When intelligent control module 605 receives the service case of the big data platform return
Coding and it is described service talk about art information when, according to it is described service case coding judge whether need by it is described service talk about art information and
The real-time surplus data message is combined；If desired, then art information is talked about into the service and the real-time surplus data is believed
Breath is sent to client terminal 601 after being combined；If need not, art information is talked about into the service and is sent to client terminal 601
And the real-time surplus data message is abandoned.
Pre- service processing system provided in an embodiment of the present invention, obtains Subscriber Number to be serviced, while to big data platform
Inquiry request is sent with crm system, the real-time surplus data message that crm system returns is kept in, when receiving big data platform
After the corresponding service case coding information of Subscriber Number to be serviced and service words art information that return, if according to service case coding
Judge to need service words art information and the real-time surplus data message being combined, then art information and institute are talked about into the service
It states after real-time surplus data message is combined and is sent to the client terminal；If need not combine, art is talked about into the service
Information is sent to the client terminal and abandons the real-time surplus data message, provides pre- service for client, and shortens
The processing time serviced in advance, improve efficiency of service.
In the above-described embodiments, the internet customer service system is additionally operable to：
If judge to know to the crm system and send the inquiry request to the institute for receiving the crm system return
The time interval for stating real-time surplus data message is more than the first predetermined threshold value and no more than the second predetermined threshold value, then to the CRM
System sends the first instruction so that the crm system to silent SVR serve ports into line activating.
Specifically, the crm system is including multiple SVR serve ports, root after the inquiry request that crm system receives
The inquiry request is distributed to different SVR serve ports according to the processing state of each SVR serve ports, when in the beginning of the month or
The busy period at the end of month, inquiry request quantity abruptly increase, and the crm system processing capacity is limited, if the internet customer service system
Judge to know to the crm system and send the inquiry request to the real-time surplus number for receiving the crm system return
It is believed that the time interval of breath is more than the first predetermined threshold value and no more than the second predetermined threshold value, it is determined that non-in the crm system
Silent SVR serve ports have been in service saturation state, then the first instruction are sent to the crm system, so that the CRM
System, into line activating, increases the quantity of the SVR serve ports, enhances the crm system to wherein silence SVR serve ports
Processing capacity.It is understood that in the middle of the month in limited time the period when, inquiry request quantity remains stable substantially, if it is described mutually
Networking customer service system sends the inquiry request to the real-time knot for receiving the crm system return to the crm system
When the time interval of remaining data message is not more than first predetermined threshold value, then automatically by activated silence SVR serve ports
Recover silent status, avoid resource consumption.In addition, if judging to know that the time interval is more than the second threshold but not
It is more than the 3rd threshold value, then automatic to send the inquiry request to the crm system again, if being sent to the crm system identical
The number of the inquiry request is more than 3 times, then directly abandons the inquiry request, avoid causing system overall failure.
Pre- service processing system provided in an embodiment of the present invention, obtains Subscriber Number to be serviced, is obtained by big data platform
The corresponding service case coding information of Subscriber Number to be serviced and service words art information are taken, real-time surplus is obtained by crm system
Data message, and service words art information and real-time surplus data message are sent to client terminal, pre- service is provided for client, is carried
High efficiency of service, and crm system processing capacity is improved into line activating according to the silent serve port of preset condition pair.
In the above-described embodiments, the internet customer service system is additionally operable to：
If judge to know to the crm system and send the inquiry request to the institute for receiving the crm system return
The time interval for stating real-time surplus data message is more than the second predetermined threshold value, then sends alarm signal, and to client terminal
Send the prompt message for obtaining service by other means.
Specifically, the crm system is by the silence SVR serve ports into after line activating, internet customer service system of institute
System, which judges to know to the crm system, sends the inquiry request to the real-time knot for receiving the crm system return
The time interval of remaining data message is more than the third predetermined threshold value, it is determined that whole SVR serve ports of the crm system are equal
In over-saturation state, the internet customer service system cannot meet demand for services at this time, then send alarm signal,
And obtain the prompt message of service by other means to client terminal transmission.
Pre- service processing system provided in an embodiment of the present invention, obtains Subscriber Number to be serviced, is obtained by big data platform
The corresponding service case coding information of Subscriber Number to be serviced and service words art information are taken, real-time surplus is obtained by crm system
Data message, and service words art information and real-time surplus data message are sent to client terminal, pre- service is provided for client, is carried
High efficiency of service, and when judging that internet overcomes system service ability saturation by preset condition, prompting client terminal leads to
It crosses other modes to be serviced, improves service success rate.
The embodiment of pre- service processing system provided by the invention specifically can be used for performing above-mentioned each method embodiment
Process flow, details are not described herein for function, is referred to the detailed description of above method embodiment.
Fig. 7 is the entity structure schematic diagram of server of the embodiment of the present invention, as shown in fig. 7, the server can include：Place
Device (processor) 701, memory (memory) 702 and bus 703 are managed, wherein, processor 701, memory 702 is by total
Line 703 completes mutual communication.Processor 701 can call the logical order in memory 702, to perform following method：
Receive the Subscriber Number to be serviced that client terminal is sent；Inquiry request is sent to big data platform；The inquiry request carries institute
State Subscriber Number to be serviced；The corresponding case that services of the Subscriber Number to be serviced that the big data platform returns is received to believe
Breath；The service case information includes at least service words art information；Art information is talked about into the service and is sent to the client terminal.
The embodiment of the present invention discloses a kind of computer program product, and the computer program product includes being stored in non-transient
Computer program on computer readable storage medium, the computer program include program instruction, when described program instructs quilt
When computer performs, computer is able to carry out the method that above-mentioned each method embodiment is provided, such as including：Receive client terminal
The Subscriber Number to be serviced sent；Inquiry request is sent to big data platform；The inquiry request carries the user to be serviced
Number；The corresponding service case information of the Subscriber Number to be serviced for receiving that the big data platform returns；The service case
Example information includes at least service words art information；Art information is talked about into the service and is sent to the client terminal.
The embodiment of the present invention provides a kind of non-transient computer readable storage medium storing program for executing, the non-transient computer readable storage
Medium storing computer instructs, and the computer instruction makes the computer perform the side that above-mentioned each method embodiment is provided
Method, such as including：Receive the Subscriber Number to be serviced that client terminal is sent；Inquiry request is sent to big data platform；It is described to look into
It askes request and carries the Subscriber Number to be serviced；It is corresponding to receive the Subscriber Number to be serviced that the big data platform returns
Service case information；The service case information includes at least service words art information；Art information is talked about into the service and is sent to institute
State client terminal.
In addition, the logical order in above-mentioned memory 703 can be realized and be used as by the form of SFU software functional unit
Independent production marketing in use, can be stored in a computer read/write memory medium.Based on such understanding, sheet
The part or the part of the technical solution that the technical solution of invention substantially in other words contributes to the prior art can be with
The form of software product embodies, which is stored in a storage medium, including some instructions to
(can be personal computer, server or the network equipment etc.) performs each implementation of the present invention so that computer equipment
The all or part of step of example the method.And foregoing storage medium includes：USB flash disk, mobile hard disk, read-only memory (ROM,
Read-Only Memory), random access memory (RAM, Random Access Memory), magnetic disc or CD etc. it is various
The medium of program code can be stored.
The embodiment of pre- service processing system described above is only schematical, wherein described be used as separating component
The unit of explanation may or may not be physically separate, and the component shown as unit can be or can also
It is not physical location, you can be located at a place or can also be distributed in multiple network element.It can be according to reality
It needs that some or all of module therein is selected to realize the purpose of this embodiment scheme.Those of ordinary skill in the art are not
In the case of paying performing creative labour, you can to understand and implement.
Through the above description of the embodiments, those skilled in the art can be understood that each embodiment can
It is realized by the mode of software plus required general hardware platform, naturally it is also possible to pass through hardware.Based on such understanding, on
Technical solution is stated substantially in other words to embody the part that the prior art contributes in the form of software product, it should
Computer software product can store in a computer-readable storage medium, such as ROM/RAM, magnetic disc, CD, including several fingers
Order, which is used, so that computer equipment (can be personal computer, server or the network equipment etc.) performs each implementation
Method described in some parts of example or embodiment.
Finally it should be noted that：The above embodiments are merely illustrative of the technical solutions of the present invention, rather than its limitations；Although
The present invention is described in detail with reference to the foregoing embodiments, it will be understood by those of ordinary skill in the art that：It still may be used
To modify to the technical solution recorded in foregoing embodiments or carry out equivalent substitution to which part technical characteristic；
And these modification or replace, do not make appropriate technical solution essence depart from various embodiments of the present invention technical solution spirit and
Scope.
Claims (10)
1. a kind of pre- service processing method, which is characterized in that including
Receive the Subscriber Number to be serviced that client terminal is sent；
Inquiry request is sent to big data platform；The inquiry request carries the Subscriber Number to be serviced；
The corresponding service case information of the Subscriber Number to be serviced for receiving that the big data platform returns；The service case
Information includes at least service words art information；
Art information is talked about into the service and is sent to the client terminal.
2. according to the method described in claim 1, it is characterized in that, the service case information further includes service case coding；
Correspondingly, the method further includes：
If judging to know according to the service case coding needs to obtain real-time surplus data message, institute is sent to crm system
Inquiry request is stated, and receives the real-time surplus data message that the crm system returns, art information and institute are talked about into the service
Client terminal is sent to after stating real-time surplus data message combination.
3. according to the method described in claim 1, it is characterized in that, the service case information further includes service case coding；
Correspondingly, the method further includes：
The inquiry request is sent to the crm system while inquiry request is sent to big data platform；
The real-time surplus data message that the crm system returns is received, and the real-time surplus data message is stored；
Judge whether to need the service talking about art information and the real-time surplus data message according to the service case coding
It is combined；If desired, then institute is sent to after being combined the service words art information and the real-time surplus data message
State client terminal；If need not, art information is talked about into the service and is sent to the client terminal and by the real-time surplus number
It is believed that breath abandons.
4. according to the method in claim 2 or 3, which is characterized in that the method further includes：
If judge to know to the crm system and send the inquiry request to the reality for receiving the crm system return
When surplus data message time interval be more than the first predetermined threshold value and no more than the second predetermined threshold value, then to the crm system
Send the first instruction so that the crm system to silent SVR serve ports into line activating.
5. according to the method in claim 2 or 3, which is characterized in that the method further includes：
If judge to know to the crm system and send the inquiry request to the reality for receiving the crm system return
When surplus data message time interval be more than the third predetermined threshold value, then send alarm signal, and to the client
Terminal sends the prompt message for obtaining service by other means.
6. a kind of pre- service processing system, which is characterized in that including client terminal, internet customer service system and big data platform,
Wherein：
Client terminal is used to the Subscriber Number to be serviced got being sent to Internet subscribers' service system, and receives described mutual
The pre- information on services that networked client service system returns；The pre- information on services includes at least service words art information；
Internet customer service system for receiving the Subscriber Number to be serviced, and to big data platform send inquiry request and
The corresponding service case information of the Subscriber Number to be serviced for receiving that the big data platform returns, the service case information
Art information is talked about including at least service, and art information is talked about into the service and is sent to client terminal；Wherein, the inquiry request carries
The Subscriber Number to be serviced；
Big data platform is used to receive the inquiry request that the internet customer service system is sent, and is looked into according to the inquiry request
The history service case of the Subscriber Number to be serviced is ask, obtaining the Subscriber Number to be serviced according to the first preset rules corresponds to
Service case information, and by it is described service case information be back to the internet customer service system；The history services case
It has previously been stored in the big data platform.
7. system according to claim 6, which is characterized in that the information on services further includes service case coding, described
System further includes crm system, wherein：
If the internet customer service system, which is additionally operable to be known according to the service case coding judgement, to be needed to obtain real-time surplus number
It is believed that breath, then send the inquiry request to crm system, and receive the real-time surplus data letter that the crm system returns
Breath is sent to client terminal after the service is talked about art information and the real-time surplus data message combination；
The crm system for receiving the inquiry request that the internet customer service system is sent, is obtained according to the inquiry request
The real-time surplus data message of the Subscriber Number to be serviced, and the real-time surplus data message is back to the internet
Customer service system.
8. system according to claim 6, which is characterized in that the information on services further includes service case coding, described
System further includes crm system, wherein：
The internet customer service system includes intelligent control module, for the inquiry request to be sent to the big data simultaneously
Platform and the crm system；Receive the real-time surplus data message that the crm system returns, and by the real-time surplus data
Information is stored；Judge whether to need the service talking about art information and the real-time surplus according to the service case coding
Data message is combined；If desired, then after the service words art information and the real-time surplus data message being combined
It is sent to the client terminal；If need not, art information is talked about into the service and is sent to the client terminal and by the reality
When surplus data message abandon；
The crm system for receiving the inquiry request that the internet customer service system is sent, is obtained according to the inquiry request
The real-time surplus data message of the Subscriber Number to be serviced, and the real-time surplus data message is back to the internet
Customer service system.
9. the system according to claim 7 or 8, which is characterized in that the internet customer service system is additionally operable to：
If judge to know to the crm system and send the inquiry request to the reality for receiving the crm system return
When surplus data message time interval be more than the first predetermined threshold value and no more than the second predetermined threshold value, then to the crm system
Send the first instruction so that the crm system to silent SVR serve ports into line activating.
10. the system according to claim 7 or 8, which is characterized in that the networking customer service system is additionally operable to：
If judge to know to the crm system and send the inquiry request to the reality for receiving the crm system return
When surplus data message time interval be more than third predetermined threshold value, then send alarm signal, and sent to client terminal
The prompt message of service is obtained by other means.
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| CN201611033505.3A CN108076119B (en) | 2016-11-14 | 2016-11-14 | Pre-service processing method and system |
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Cited By (1)
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| CN110138980A (en) * | 2019-04-15 | 2019-08-16 | 平安普惠企业管理有限公司 | A kind of intelligence calling-out method, device, storage medium and server |
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| CN108076119B (en) | 2021-04-02 |
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