CN108494667B - WeChat-based real-time interactive communication method between multiple systems - Google Patents
WeChat-based real-time interactive communication method between multiple systems Download PDFInfo
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- CN108494667B CN108494667B CN201810283607.3A CN201810283607A CN108494667B CN 108494667 B CN108494667 B CN 108494667B CN 201810283607 A CN201810283607 A CN 201810283607A CN 108494667 B CN108494667 B CN 108494667B
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/04—Real-time or near real-time messaging, e.g. instant messaging [IM]
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/04—Real-time or near real-time messaging, e.g. instant messaging [IM]
- H04L51/046—Interoperability with other network applications or services
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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
- H04L67/01—Protocols
- H04L67/02—Protocols based on web technology, e.g. hypertext transfer protocol [HTTP]
Abstract
The invention relates to the technical field of interactive communication, in particular to a method for real-time interactive communication among multiple systems based on WeChat, which comprises a step of inputting a request message by a user in a WeChat public number, a step of logging in and storing login information by an online customer service, a step of distributing the request message and the online customer service, and a step of replying the request message by the online customer service. According to the invention, real-time communication channels are established between the WeChat public number and the backstage of the unified operation platform management system and between the unified operation platform management system and the backstage of the unified operation platform management system, so that real-time interaction among multiple systems is realized, the service experience of users is fully improved, better targeted services can be obtained for different types of users, meanwhile, the waiting time of the users can be reduced, and the generated problems can be solved in time.
Description
Technical Field
The invention relates to the technical field of interactive communication, in particular to a method for real-time interactive communication among multiple systems based on WeChat.
Background
With the development of domestic wechat service channels, more and more users use various services through the wechat channels, and the service demands of the customers on the wechat channels gradually increase, so that power enterprises also establish the own wechat service channels to provide diversified remote services for electricity customers. In order to enable more users to experience the WeChat service channel of the power enterprise and enhance the popularization capability of the WeChat channel, the power enterprise often needs a channel for providing online consultation and online problem solving for the client through WeChat public numbers, and as the coverage of the service range of the power enterprise and the demand of consultation business are increased day by day, the development demand and the management and control demand of the WeChat are also gradually increased.
Although the WeChat public account can communicate with the client in the current WeChat public account operation mode, the mode and the information quantity are quite limited, under the rapid development of the Internet industry, the demand of online consultation of the client is increased day by day, and the mode causes that the consultation range of the WeChat is quite limited, so that the power supply enterprise cannot meet the rapid rhythm of the Internet and is not beneficial to displaying the enterprise image of the power supply enterprise.
Disclosure of Invention
The invention aims to overcome the defects of the prior art and provides a wechat-based multi-system real-time interactive communication method which comprehensively applies wechat public numbers, a unified operation platform management system and an online customer service APP and realizes real-time communication interaction among three systems.
In order to solve the technical problems, the invention adopts the technical scheme that:
the method for real-time interactive communication among multiple systems based on WeChat is provided, the multiple systems comprise WeChat public numbers, a unified operation platform management system and online customer service (APP), and the method comprises the following steps:
s1, the user opens a first online conversation page in the WeChat public number, replies a digital code to select a required service type and sends a user request message to a background of the unified operation platform management system, wherein the service type comprises a word, a consultation query, an opinion, a complaint and a report;
s2, logging in the online customer service, opening a second online session page, establishing a real-time channel between the second online session page and the background of the unified operation platform management system, and adding the login information of the online customer service to an online customer service list of the background of the unified operation platform management system;
s3, distributing the background user request message of the unified operation platform management system to the online customer service in the list according to the distribution principle, and displaying the user message on the second online session page;
s4, the online customer service replies the message through the online conversation page and returns to the background of the unified operation platform management system through the real-time channel, and the background of the unified operation platform management system returns the message to the WeChat public number for the user to receive;
and S5, finishing the communication by the online customer service manually, finishing the communication channel with the user by the background of the unified operation platform management system, and accessing a new user request message to the online customer service.
The real-time interactive communication method between the multiple systems based on the WeChat, disclosed by the invention, has the advantages that the WeChat and all systems of a power supply enterprise are connected to form a service network to provide diversified services and timely services for clients, the comprehensiveness of online consultation is realized, the distance between a worker and the client is shortened, the waiting time of the client is reduced, the work developing efficiency is improved, meanwhile, the flexibility of public number design is ensured, and diversified requirements are met.
Preferably, the user request message in step S1 is forwarded through the internal and external network interaction platform YxInterface and sent to the background of the unified operation platform management system of the internal network IDC community. The user request message is stored in the background of the unified operation platform management system, so that the pairing of the subsequent user request message and the online customer service is facilitated.
Preferably, the online customer service in step S2 includes a customer service that has logged into the unified operation platform management system and a customer service that has logged into the online customer service APP. The unified operation platform management system and the online customer service of the online customer service APP can log in online at the same time, and the system is suitable for more workplaces.
Preferably, a first real-time channel is established between a second online session page of the unified operation platform management system and a background of the unified operation platform management system through a websocket, and a second real-time channel is established between the second online session page of the online customer service APP and the background of the unified operation platform management system through a beacon platform. And the message replied by the online customer service is transmitted to a background of the unified operation platform management system in real time, and then is transmitted to a WeChat public number of the DMZ community through the internal and external network platform YxInterface, and the user receives the message.
Preferably, the allocation rule in step S3 includes finding the corresponding type of online customer service according to the user type: for example, if the user is a large customer type, the corresponding customer service is also the customer service responsible for the large customer type, and the user can be assigned to the customer service only if the types correspond to each other, and if the user has multiple types, the user can be assigned to the customer service only if one type of the types is matched with the service type of the online customer service.
And judging according to the number of chatting days of the online customer service: the same user type can be matched by a plurality of customer services, and at the moment, the customer service with the minimum number of chats in the customer services is taken out and the user is distributed to the customer service.
Preferably, the maximum number of accesses per online customer service in step S3 does not exceed 10. The confusion caused by excessive user access numbers of the online customer service is prevented.
Preferably, in step S3, if the number of all online customer services reaches 10, the newly sent user request is stored in the waiting queue list of the background of the unified operation platform management system.
Preferably, the new user request message in step S5 is derived from the waiting queue list.
Compared with the prior art, the invention has the beneficial effects that:
the real-time interactive communication method between the multiple systems based on the WeChat establishes a real-time communication channel between the first online conversation page of the WeChat public number and the background of the unified operation platform management system, and between the second online conversation page and the background of the unified operation platform management system, thereby realizing the real-time interaction between the multiple systems and fully improving the experience of the user receiving the service. Aiming at different types of users, better targeted service can be obtained, and meanwhile, the waiting time of the users can be reduced, so that the generated problems can be solved in time.
Drawings
FIG. 1 is a flow chart of a method for real-time interactive communication between multiple systems based on WeChat.
Detailed Description
The present invention will be further described with reference to the following embodiments. Wherein the showings are for the purpose of illustration only and are shown by way of illustration only and not in actual form, and are not to be construed as limiting the present patent; to better illustrate the embodiments of the present invention, some parts of the drawings may be omitted, enlarged or reduced, and do not represent the size of an actual product; it will be understood by those skilled in the art that certain well-known structures in the drawings and descriptions thereof may be omitted.
The same or similar reference numerals in the drawings of the embodiments of the present invention correspond to the same or similar components; in the description of the present invention, it should be understood that if there is an orientation or positional relationship indicated by the terms "upper", "lower", "left", "right", etc. based on the orientation or positional relationship shown in the drawings, it is only for convenience of describing the present invention and simplifying the description, but it is not intended to indicate or imply that the referred device or element must have a specific orientation, be constructed in a specific orientation, and be operated, and therefore, the terms describing the positional relationship in the drawings are only used for illustrative purposes and are not to be construed as limiting the present patent, and the specific meaning of the terms may be understood by those skilled in the art according to specific circumstances.
Example 1
Fig. 1 shows a first embodiment of the method for real-time interactive communication between multiple systems based on WeChat, which includes the following steps:
s1, the user opens a first online conversation page in the WeChat public number, replies the digital code to select the required service type and sends the user request message to the background of the unified operation platform management system, the service type includes raise, consultation inquiry, opinion, complaint and report;
specifically, a user opens a first online session page at the WeChat public number, and a prompt appears: you good, i am on-line customer service of the XX power supply office, happy to serve you! Please reply to the digital code to select your desired service: 【1】 The advices (4) and the advices (5) and the complains (6) are reported, a user inputs numbers in an input box and sends the numbers, and the numbers sent by the user are forwarded by an internal and external network interaction platform YxInterface and are sent to a background of a unified operation platform management system of an internal network IDC community.
S2, logging in the online customer service, opening a second online session page, establishing a real-time channel between the second online session page and the background of the unified operation platform management system, and adding the login information of the online customer service to an online customer service list of the background of the unified operation platform management system;
specifically, the online customer service comprises a customer service which is logged in the unified operation platform management system and a customer service which is logged in the online customer service APP, and a second online session page of the unified operation platform management system establishes a first real-time channel with a background of the unified operation platform management system through a websocket, so that the unified operation platform management system and the background of the unified operation platform management system can realize real-time interaction; and a second real-time channel is established between a second online session page of the online customer service APP and the background of the unified operation platform management system through the beacon platform, so that the online customer service APP and the background of the unified operation platform management system can realize real-time interaction.
S3, distributing the background user request message of the unified operation platform management system to the online customer service in the list according to the distribution principle, and displaying the user message on the second online session page;
specifically, the allocation principle includes finding the corresponding type of online customer service according to the user type: for example, if the user is of a large customer type, the corresponding customer service is also the customer service responsible for the large customer type, and the user can be allocated to the customer service only if the types are corresponding, and if the user has a plurality of types, the user can be allocated to the customer service as long as one type is matched with the service type of the online customer service; and judging according to the number of chatting days of the online customer service: the same user type can be matched by a plurality of customer services, and at the moment, the customer service with the minimum number of chats in the customer services is taken out and the user is distributed to the customer service. And if the access number of all the online customer services reaches 10, storing the newly sent user request into a waiting queue list of a background of the unified operation platform management system.
S4, the online customer service replies the message through the online conversation page and returns to the background of the unified operation platform management system through the real-time channel, and the background of the unified operation platform management system returns the message to the WeChat public number for the user to receive;
specifically, the customer service replies a message through a second online session page, sends the page message to the background of the unified operation platform management system through the beacon platform, sends the message to the WeChat public number of the DMZ community through the internal and external network platforms YxInterface by the background of the unified operation platform management system, and the user receives the message.
And S5, finishing the communication by the online customer service manually, finishing the communication channel with the user by the background of the unified operation platform management system, and accessing a new user request message to the online customer service.
Specifically, after the communication is finished, the customer service manually clicks to finish the session, the background of the unified operation platform management system finishes the real-time communication channel with the WeChat user, and circulates the user waiting list to access a new user request message to the online customer service.
It should be understood that the above-described embodiments of the present invention are merely examples for clearly illustrating the present invention, and are not intended to limit the embodiments of the present invention. Other variations and modifications will be apparent to persons skilled in the art in light of the above description. And are neither required nor exhaustive of all embodiments. Any modification, equivalent replacement, and improvement made within the spirit and principle of the present invention should be included in the protection scope of the claims of the present invention.
Claims (5)
1. A real-time interactive communication method among multiple systems based on WeChat is characterized in that the multiple systems comprise WeChat public numbers, a unified operation platform management system and online customer service (APP), and the method comprises the following steps:
s1, a user opens a first online session page at the WeChat public number, replies a digital code to select a required service type and sends a user request message to a background of a unified operation platform management system, wherein the service type comprises a word, consultation inquiry, opinion, complaint and report;
s2, logging in the online customer service, namely opening a second online session page, establishing a real-time channel between the second online session page and a background of the unified operation platform management system, and adding login information of the online customer service to an online customer service list of the background of the unified operation platform management system; the online customer service comprises a customer service which is logged in the unified operation platform management system and a customer service which is logged in the online customer service APP;
s3, distributing the user request message of the background of the unified operation platform management system to the online customer service in the list according to a distribution principle, and displaying the user message on a second online session page; the allocation principle comprises the steps of finding out the online customer service of the corresponding type according to the user type and judging according to the number of chatting days of the online customer service, wherein the maximum access number of each online customer service is not more than 10 persons;
s4, the online customer service replies a message through a second online session page and returns the message to the background of the unified operation platform management system through a real-time channel, and the background of the unified operation platform management system returns the message to the WeChat public number for the user to receive;
and S5, after the communication is finished, the online customer service manually finishes the session, the background of the unified operation platform management system finishes the communication channel with the user, and a new user request message is accessed to the online customer service.
2. The method according to claim 1, wherein the user request message in step S1 is forwarded by an intranet/extranet interaction platform YxInterface and sent to a background of a unified operation platform management system of an intranet IDC community.
3. The method of claim 1, wherein a first real-time channel is established between a second online session page of the unified operation platform management system and a background of the unified operation platform management system through a websocket, and a second real-time channel is established between the second online session page of the online customer service APP and the background of the unified operation platform management system through a beacon platform.
4. The method for real-time interactive communication between multiple systems based on WeChat according to any one of claims 1 to 3, wherein in step S3, if the number of all online customer services is 10, the newly transmitted user request is stored in the waiting queue list of the background of the unified operation platform management system.
5. The method according to claim 4, wherein the new user request message in step S5 is derived from the waiting queue list.
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