CN108550057B - Agent answering request processing method, electronic device and computer readable storage medium - Google Patents
Agent answering request processing method, electronic device and computer readable storage medium Download PDFInfo
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- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
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Abstract
The invention discloses a method for processing an agent answering request, which comprises the following steps: receiving an answering request sent by an agent end; obtaining the question type according to the question answering request; screening out corresponding experts according to the question types; sending the question content corresponding to the question answering request to a corresponding expert end for answering; acquiring the reply content fed back by the expert end through a built-in reply channel of the system and forwarding the reply content to the agent end; and judging whether an answering request which is sent by the seat end and is the same as the query content or meets a preset similarity threshold value with the query content is received or not within a preset time period, if so, calling an instant communication interface to establish communication connection between the seat end and the expert end, and providing an instant communication window for the seat end and the expert end so as to facilitate the instant interaction between the seat end and the expert end, and if not, ending the answering process. The invention solves the problem of lower processing efficiency of the financial service platform aiming at the agent answering request in the prior art, and can improve the processing efficiency aiming at the agent answering request.
Description
Technical Field
The invention relates to the technical field of customer service, in particular to a method for processing an agent answering request, an electronic device and a computer readable storage medium.
Background
Nowadays, the development of financial service industries such as insurance and banking is faster and faster, and how to provide services to customers better is an important target of the financial service industry. Taking the insurance industry as an example, a certain number of seats are usually set to provide relevant services for customers. The agent is an important bridge between a client and an insurance company because it generally means a customer service person who receives a consultation call made by the customer service by using a headset, agent software, or the like, and provides a service to the client by answering a question.
In practical situations, many times, an agent may encounter an unanswered question, and at this time, an expert answering function needs to be used, and the following problems exist in an operation interface of existing agent software:
on the one hand, the agent usually queries an expert related to the question in the operation interface and sends a question answering request to the expert. However, in the related operation interface, the button for sending the request for answering a question is usually coupled with the button for querying the expert, and there may be operations such as checking prompt in the operation process, and such operations may bring inconvenience and trouble to the less experienced seat, so the operation efficiency is low;
on the other hand, after the expert finishes responding, the agent needs to see the responding content of the expert after a certain time delay, and after the responding content is seen, if the agent needs to send a question for the responding content again, a new answering request needs to be sent to the expert additionally, and the operation process is repeated, and the operation efficiency is low.
Aiming at the problem of low processing efficiency of an agent answering request in a financial service platform in the related technology, an effective solution is not provided at present.
Disclosure of Invention
The invention aims to provide a method for processing an agent answering request, an electronic device and a computer readable storage medium, so that the problem of low processing efficiency of the financial service platform aiming at the agent answering request in the prior art is solved to a certain extent, and the processing efficiency of the agent answering request can be improved.
The invention solves the technical problems through the following technical scheme:
according to one aspect of the present invention, there is provided a method for processing an agent answering request, comprising the steps of:
s01, receiving an answering request sent by an agent end;
s02, obtaining the question type of the answer request according to the answer request;
s03, screening out corresponding experts according to the question types;
s04, sending the question content corresponding to the question answering request to a corresponding expert end for answering;
s05, obtaining reply contents fed back by the expert end through a built-in system answering channel and forwarding the reply contents to the agent end, wherein the reply contents are in a form of characters, voice or pictures;
s06, judging whether an answering request which is sent by the agent end and is the same as the question content or meets a preset similarity threshold value with the question content is received or not within a preset time period, if so, executing S07, and if not, ending the answering process;
and S07, calling an instant communication interface to establish communication connection between the agent end and the expert end, and providing an instant communication window for the agent end and the expert end so as to facilitate the agent end and the expert end to carry out instant interaction until the answering process is finished.
Further, the method also comprises the steps of providing a first operation option for inputting the query content in the interface for sending the answering request;
before S01 receives an answer request sent by an agent, the method includes:
receiving input question content through the first operation option;
in S02, obtaining the question type of the answer request according to the answer request includes:
identifying keywords in the questioning content;
and determining the question type corresponding to the keyword according to the corresponding relation between the preset keyword and the question type.
Further, the method further comprises: providing a second operation option for selecting a question type in an interface for sending the question answering request;
before S01 receives an answer request sent by an agent, the method includes:
receiving a selection operation of a question type through the second operation option;
in S02, obtaining the question type of the answer request according to the answer request includes:
and extracting the question type information in the question answering request to determine the corresponding question type.
Further, screening out corresponding experts according to the question types in S03 includes:
determining a first expert list corresponding to the question type according to the corresponding relation between the preset question type and the expert;
judging whether the experts in the first expert list are in an idle state at present, and determining a second expert list according to the experts in the idle state at present;
a target expert is determined from the second list of experts.
Further, the method further comprises displaying prompt information related to the answering request in a page of the expert answering question, wherein the prompt information related to the answering request comprises: the number of answering requests waiting for a reply, the number of answering requests that have been replied, the length of time taken for the answering request currently being replied, and the length of time the next answering request has been waited.
In order to achieve the above object, according to another aspect of the present invention, there is also provided an electronic device including a memory and a processor, the memory storing an agent answer request processing system executable by the processor, the agent answer request processing system including:
the answering request receiving module is used for receiving an answering request sent by an agent end;
a question type obtaining module, configured to obtain a question type of the answer request according to the answer request;
the expert screening module is used for screening out corresponding experts according to the question types;
the answer request sending module is used for sending the question content corresponding to the answer request to a corresponding expert end for answering;
the reply content forwarding module is used for acquiring reply contents fed back by the expert end through a built-in reply channel of the system and forwarding the reply contents to the seat end, wherein the reply contents are in a text, voice or picture form;
the judging module is used for judging whether an answering request which is sent by the agent end and is the same as the questioning content or an answering request which meets a preset similarity threshold value with the questioning content is received or not within a preset time period;
and the window providing module is used for calling an instant communication interface to establish communication connection between the agent end and the expert end and providing an instant communication window for the agent end and the expert end when the judgment result of the judging module is yes, so that the agent end and the expert end can carry out instant interaction until the answering process is finished.
Further, the electronic device further includes a first operation option providing module, configured to provide a first operation option for inputting query content in an interface for sending a query request;
the answer request receiving module is further configured to receive input question content through the first operation option;
the question type obtaining module comprises:
an identifying unit, configured to identify a keyword in the query content;
and the determining unit is used for determining the query type corresponding to the keyword according to the corresponding relation between the preset keyword and the query type.
Further, the electronic device further includes: the second operation option providing module is used for providing a second operation option for selecting the question type in the interface for sending the answering request;
the answer request receiving module is further configured to: receiving a selection operation of a question type through the second operation option;
the query type obtaining module is specifically configured to: and extracting the question type information in the question answering request to determine the corresponding question type.
In order to achieve the above object, the present invention further provides a computer device, which includes a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor implements the steps of the above-mentioned agent answering request processing method when executing the computer program.
In order to achieve the above object, the present invention further provides a computer-readable storage medium, in which an agent answer request processing system is stored, and the agent answer request processing system is executable by at least one processor, so that the at least one processor executes the steps of the agent answer request processing method.
The positive progress effects of the invention are as follows: in the process of processing an agent answering request, analyzing the received answering request to determine a corresponding question type, screening experts capable of answering questions according to the question type, sending question contents in the answering request to a corresponding expert end, then forwarding answer contents fed back by the expert end through a built-in answering channel of the system to the agent end, if the agent end wants to continue asking questions for the same question contents after receiving the answer contents, calling an instant communication interface to establish communication connection between the agent end and the expert end, and respectively providing instant communication windows for the agent end and the expert end so that the agent end and the expert end can perform instant interaction until the answering process is finished. Through the scheme, on one hand, the question type is intelligently determined according to the question answering request without manually inquiring the experts related to the question and the experts capable of answering correspondingly are screened out, so that the processing process can improve the operation efficiency of the seat end, the screening result of the experts is more accurate, more accurate answering content can be guaranteed to be provided, and the service quality can be improved; on the other hand, under the condition that the agent end sends the answering request again aiming at the same question content, the instant communication windows can be provided for the agent end and the expert end so as to facilitate the agent end and the expert end to carry out instant interaction, therefore, the operation efficiency of the agent can be improved, the expert can be more efficiently answered and fed back to the customer, and the service quality is improved.
Drawings
Fig. 1 is an alternative flow chart diagram of a method for processing an agent answering request according to an embodiment of the present invention;
FIG. 2 is a schematic diagram of alternative program modules of an agent answer request processing system according to an embodiment of the present invention;
FIG. 3 is a schematic diagram of alternative program modules of an agent answer request processing system in accordance with an embodiment of the present invention;
FIG. 4 is a schematic diagram of yet another alternative program module for an agent answer request processing system according to an embodiment of the present invention; and
fig. 5 is a schematic diagram of an alternative hardware architecture of the electronic device according to the embodiment of the invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the present invention more apparent, the present invention is described in further detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention. All other embodiments, which can be obtained by a person skilled in the art without making any creative effort based on the embodiments in the present invention, belong to the protection scope of the present invention.
Example one
The following describes a method for processing an agent answering request according to the present invention with reference to the accompanying drawings.
Fig. 1 is a schematic flow chart of an optional method for processing an agent answering request according to the present invention, and as shown in fig. 1, the method may include the following steps:
and S01, receiving an answering request sent by the agent end.
In practical application, when a user encounters a question which cannot be answered accurately, the user can send a question answering request through the agent terminal in the process of answering the customer consultation telephone. Wherein, the seat end can be a terminal used correspondingly by the seat.
The request for answering is usually sent to an expert, so that the expert can be understood as a person who is relatively familiar with relevant knowledge in a certain field in the industry, and in the case of insurance behaviors, such as a person who is relatively familiar with the knowledge of the claims of the traffic accident, a person who is relatively familiar with the knowledge of health insurance, and the like, the expert can be a terminal correspondingly used by the expert.
In this embodiment, an operation button (for example, an "answer" button) for initiating an answer request may be set in a relevant operation interface of the agent end, and the agent may trigger the "answer" button to send the answer request. That is, after the agent triggers the "answer" button, the agent may receive an answer request sent by the agent end.
In a specific implementation, a first operation option for inputting the query content may be provided in the interface for initiating the answer request, for example, an input field for inputting voice or text, and the agent may input the query content by voice or text, and trigger the "answer" button after inputting the query content, so as to initiate the answer request. That is to say, the question request in this implementation mode mainly includes the question content.
In addition, a second operation option for selecting a question type, such as a check box or a pull-down menu including information on a plurality of question types, such as car insurance, accident insurance, health insurance, travel insurance, disease insurance, etc., may be provided in the interface for initiating the request for answering. The agent can select the question type by operating a check box or a pull-down menu, and trigger the answer button after the selection is finished so as to initiate an answer request. That is, the answer request in this implementation manner may further include question type information.
And S02, acquiring the question type of the answering request according to the answering request.
After receiving the answer request sent by the agent end, the answer request can be analyzed to determine the question type of the answer request, and then follow-up operation is performed according to the determined question type. The determination of the question type of the question answering request can be performed in various ways in specific implementation.
For example, in the implementation manner of providing the first operation option in the interface for initiating the question answering request, the keyword recognition may be performed on the question content received through the first operation option, specifically, the content recognition may be performed on the text information or the voice information in the question content through the text recognition, the voice recognition, and the like in the prior art, and the keyword included in the text information or the voice information may be determined. The keywords may be characters or words related to insurance projects, such as diseases, health, rear-end collisions, traffic, accidents, traveling, hospitals, and the like.
Then, the question type corresponding to the keyword can be determined according to the preset corresponding relationship between the keyword and the question type. In this embodiment, the correspondence between the keyword and the query type may be stored in the form of a file or a data table, and the content may be as shown in table 1.
TABLE 1 correspondence of keywords to query types
| Keyword | Type of question |
| Health, disease and hospital | Health risk |
| Rear-end collision, traffic and accident | Traffic danger and vehicle danger |
| Travel, airplane and train | Travel insurance |
| ... | ... |
For another example, in the implementation manner of providing the second operation option in the page initiating the question answering request, the query type information received through the second operation option may be extracted, so as to determine the query type of the question answering request according to the extraction result.
And S03, screening out corresponding experts according to the question types.
In this embodiment, the first expert list corresponding to the query type may be determined according to a preset correspondence between the query type and the expert. Wherein, since each question type may correspond to one or more experts, the first expert list may include one or more experts therein.
In this embodiment, the corresponding relationship between the question type and the expert may be stored in the form of a file or a data table, and the content may be as shown in table 2.
TABLE 2 correspondence between question types and experts
| Type of question | Expert |
| Health risk | Expert 001 |
| Traffic danger and vehicle danger | Expert 002, expert 003, expert 004 |
| Travel insurance | Expert 005, expert 006 |
| ... | ... |
Then, whether each expert in the first expert list is in an idle state currently can be judged, and a second expert list is determined according to the experts in the idle state currently, namely, the second expert list is in the idle state and can answer questions initiated by the agent in time.
Next, a target expert is determined from the second expert list, and in the present embodiment, the target expert may be determined from the second expert list in various ways. For example, one expert may be randomly selected from the second expert list as a target expert to send the request for answering, or an expert arranged at the top may be selected as a target expert to send the request for answering according to a preset arrangement order (for example, an order of surname).
Therefore, the expert which is most professional and is in an idle state can be determined according to the current question answering request so as to send the question answering request, and accurate and quick expert answers are ensured.
And S04, sending the question content corresponding to the question answering request to the corresponding expert end for answering.
That is, the question answering request may be transmitted to the expert terminal used by the target expert determined in S03 to perform a question answering after the target expert receives the question answering request through the expert terminal.
And S05, acquiring the reply content fed back by the expert end through the built-in reply channel of the system and forwarding the reply content to the agent end.
The expert can reply to the answering request received by the expert terminal and feed back the answering content through the built-in answering channel of the system, wherein the feedback through the built-in answering channel of the system is to reply in the existing feedback mode, that is, the answering content is only fed back in the forms of characters, voice or pictures and the like.
After the reply content of the expert end is obtained, the reply content can be forwarded to the agent end, so that the agent can obtain the reply content of the expert in time and feed back the reply content to the client.
And S06, judging whether an answering request which is sent by the agent end and is the same as the question content or meets a preset similarity threshold value with the question content is received or not within a preset time period, if so, executing S07, and if not, ending the answering process.
In the present embodiment, the preset time period may be set according to actual requirements, for example, may be set to 30 seconds. That is, it may be determined whether the answer request is received again within 30 seconds and the answer request is the same as the query content of the answer request in S01, or the similarity with the query content of the answer request in S01 can satisfy a preset similarity threshold (for example, a similarity of 85% or more) to indicate that the agent end wants to understand the same query content more deeply.
In this case, whether the query contents are the same or not may be determined by a semantic similarity calculation method in the prior art, which is not described herein again.
If the answer request which is sent by the agent end and has the same question content as the answer request in the S01 or meets the preset similarity threshold value is received, continuing to execute the subsequent steps; and if the answer request which is sent by the agent end and has the same question content as the answer request in the S01 or meets the preset similarity threshold value is not received, ending the answer process aiming at the answer request.
And S07, calling an instant communication interface to establish communication connection between the agent end and the expert end, and providing instant communication windows for the agent end and the expert end so that the agent end and the expert end can carry out instant interaction until the answering process is finished.
Specifically, when the answer request sent by the agent end and having the same question content as the answer request in S01 or meeting the preset similarity threshold is received as the judgment result in S06, it may indicate that the agent may still be unclear or wants to know in depth about the current answer request, at this time, an instant communication interface may be invoked to establish a communication connection between the agent end and the expert end, and instant communication windows are respectively provided to the agent end and the expert end, so that the agent end may directly input the question content through the instant communication window, and the expert end may directly input the answer content through the instant communication window, that is, the agent end and the expert end communicate in a chat manner until the whole answer process is finished.
Therefore, different from the existing scheme, the processing mode that the agent needs to reinitiate the question answering request and the system needs to reselect the expert to answer when the same question content needs to continue to ask questions is provided for the agent end and the expert end respectively, so that the agent end and the expert end can communicate with the questions in a chat mode through the instant communication window, the operation efficiency of the agent end and the expert end can be improved, the expert answering content can be fed back to the client more efficiently, and the service quality is improved.
In addition, prompt information related to the answering request can be displayed in an interface of the expert for answering the question. Wherein, the prompt message may include: the number of answering requests waiting for a reply, the number of answering requests that have been replied, the length of time taken for an answering request currently being replied, the length of time a next answering request has been waited, etc. Therefore, the expert can conveniently and clearly know the working progress of the expert in time so as to reasonably adjust the answering time, content and the like and improve the operation efficiency.
According to each embodiment of the embodiment, in the process of processing an agent answering request, a received answering request is analyzed to determine a corresponding question type, then experts capable of answering questions are screened out according to the question type, question content in the answering request is sent to a corresponding expert terminal, then the answer content fed back by the expert terminal through a built-in answering channel of the system is forwarded to the agent terminal, if the agent terminal wants to continue to ask questions for the same question content after receiving the answer content, an instant communication interface can be called to establish communication connection between the agent terminal and the expert terminal, and instant communication windows are respectively provided for the agent terminal and the expert terminal, so that the agent terminal and the expert terminal can perform instant interaction until the answering process is finished. Through the scheme, on one hand, the question type is intelligently determined according to the question answering request without manually inquiring the experts related to the question and the experts capable of answering correspondingly are screened out, so that the processing process can improve the operation efficiency of the seat end, the screening result of the experts is more accurate, more accurate answering content can be guaranteed to be provided, and the service quality can be improved; on the other hand, under the condition that the agent end sends the answering request again aiming at the same question content, the instant communication windows can be provided for the agent end and the expert end so as to facilitate the agent end and the expert end to carry out instant interaction, therefore, the operation efficiency of the agent can be improved, the expert can be more efficiently answered and fed back to the customer, and the service quality is improved.
Through the above description of the embodiments, those skilled in the art will clearly understand that the method of the above embodiments can be implemented by software plus a necessary general hardware platform, and certainly can also be implemented by hardware, but in many cases, the former is a better implementation manner.
Example two
Based on the agent answer request processing method provided in the first embodiment, in this embodiment, an agent answer request processing system is provided, and specifically, fig. 2 to 4 show optional block diagrams of the agent answer request processing system, where the agent answer request processing system is divided into one or more program modules, and the one or more program modules are stored in a storage medium and executed by one or more processors, so as to complete the present invention. The program module referred to in the present invention refers to a series of computer program instruction segments capable of performing specific functions, and is more suitable for describing the execution process of the agent answering request processing system in the storage medium than the program itself, and the following description will specifically introduce the functions of each program module in this embodiment:
as shown in FIG. 2, agent answer request processing system 20 may include:
the answering request receiving module 21 is configured to receive an answering request sent by an agent end;
a question type obtaining module 22, configured to obtain a question type of the answer request according to the answer request;
the expert screening module 23 can be used for screening out corresponding experts according to the question types;
the answer request sending module 24 is configured to send the question content corresponding to the answer request to the corresponding expert end for answering;
the reply content forwarding module 25 is configured to obtain reply content fed back by the expert through a system built-in reply channel and forward the reply content to the agent end, where the reply content is in a form of text, voice, or picture;
the judging module 26 may be configured to judge whether an answer request that is sent by the agent end and is the same as the query content or an answer request that satisfies a preset similarity threshold with the query content is received within a preset time period;
and a window providing module 27, configured to, when the determination result of the determining module 26 is yes, invoke an instant messaging interface to establish a communication connection between the agent end and the expert end, and provide an instant messaging window to the agent end and the expert end, so that the agent end and the expert end perform instant interaction until the answering process is finished.
Further, the electronic device may further include: the first operation option providing module is used for providing a first operation option for inputting the query content in the interface for sending the answering request.
Based on this, the answering request receiving module 21 can also be used for receiving the input question content through the first operation option.
As shown in fig. 3, the query type obtaining module 22 may include:
an identifying unit 221, operable to identify keywords in the query content;
the determining unit 222 is configured to determine a question type corresponding to the keyword according to a preset correspondence between the keyword and the question type.
Further, the electronic device may further include: and the second operation option providing module can be used for providing a second operation option for selecting the question type in the interface for initiating the answering request.
Based on this, the answer request obtaining module 21 is further configured to: and receiving a selection operation of the question type through the second operation option.
The question type obtaining module 22 may be specifically configured to: query type information in the request for questions is extracted to determine the corresponding query type.
Further, as shown in fig. 4, the expert screening module 23 may include:
a first expert list determining unit 231, configured to determine a first expert list corresponding to the query type according to a preset correspondence between the query type and an expert;
a second expert list determining unit 232, configured to determine whether an expert in the first expert list is currently in an idle state, and determine a second expert list according to the expert currently in the idle state;
the target expert determination unit 233 may be configured to determine a target expert from the second expert list.
In a specific implementation, the electronic device may further include a prompt information providing module, which is configured to display prompt information related to the question answering request on a page where the expert answers the question.
The prompt information related to the answering request may include: the number of answering requests waiting for a reply, the number of answering requests that have been replied, the length of time taken for the answering request currently being replied, and the length of time the next answering request has been waited.
With regard to the apparatus in the above embodiments, the specific manner in which each unit and each module performs operations has been described in detail in the embodiments related to the method, and will not be described in detail herein.
Through each implementation manner of this embodiment, in a process of processing an agent answering request, a received answering request is analyzed to determine a corresponding question type, an expert capable of answering a question is screened out according to the question type, question content in the answering request is sent to a corresponding expert terminal, then response content fed back by the expert terminal through a built-in answering channel of the system is forwarded to the agent terminal, if the agent terminal wants to continue to ask questions for the same question content after receiving the response content, an instant communication interface can be invoked to establish a communication connection between the agent terminal and the expert terminal, and instant communication windows are provided for the agent terminal and the expert terminal respectively, so that the agent terminal and the expert terminal can perform instant interaction until the answering process is finished. Through the scheme, on one hand, the question type is intelligently determined according to the question answering request without manually inquiring the experts related to the question and the experts capable of answering correspondingly are screened out, so that the processing process can improve the operation efficiency of the seat end, the screening result of the experts is more accurate, more accurate answering content can be guaranteed to be provided, and the service quality can be improved; on the other hand, under the condition that the agent end sends the answering request again aiming at the same question content, the instant communication windows can be provided for the agent end and the expert end so as to facilitate the agent end and the expert end to carry out instant interaction, therefore, the operation efficiency of the agent can be improved, the expert can be more efficiently answered and fed back to the customer, and the service quality is improved.
EXAMPLE III
In a third preferred embodiment of the present invention, an electronic device is provided. FIG. 5 is a diagram of a hardware architecture of an electronic device according to an embodiment of the invention. In the present embodiment, the electronic device 100 is a device capable of automatically performing numerical calculation and/or information processing in accordance with a command set in advance or stored. For example, the server may be a smart phone, a tablet computer, a notebook computer, a desktop computer, a rack server, a blade server, a tower server, or a cabinet server (including an independent server or a server cluster composed of multiple servers). As shown, the electronic device 100 includes at least, but is not limited to: memory 10, processor 30, network interface 40, and agent answer request processing system 20 may be communicatively coupled to each other by a system bus. Wherein:
the memory 10 includes at least one type of computer-readable storage medium including a flash memory, a hard disk, a multimedia card, a card-type memory (e.g., SD or DX memory, etc.), a Random Access Memory (RAM), a Static Random Access Memory (SRAM), a read-only memory (ROM), an electrically erasable programmable read-only memory (EEPROM), a programmable read-only memory (PROM), a magnetic memory, a magnetic disk, an optical disk, etc. In some embodiments, the storage 10 may be an internal storage module of the electronic device 100, such as a hard disk or a memory of the electronic device 100. In other embodiments, the memory 10 may also be an external storage device of the electronic apparatus 100, such as a plug-in hard disk, a Smart Media Card (SMC), a Secure Digital (SD) Card, a Flash memory Card (Flash Card), or the like, provided on the electronic apparatus 100. Of course, the memory 10 may also include both internal and external memory modules of the electronic apparatus 100. In this embodiment, the memory 10 is generally used for storing an operating system installed in the electronic device 100 and various application software, such as program codes of the agent answering request processing system 20. Further, the memory 10 may also be used to temporarily store various types of data that have been output or are to be output.
The network interface 40 may include a wireless network interface or a wired network interface, and the network interface 40 is generally used to establish a communication connection between the electronic device 100 and other electronic devices. For example, the network interface 40 is used to connect the electronic apparatus 100 with an external terminal through a network, establish a data transmission channel and a communication connection between the electronic apparatus 100 and the external terminal, and the like. The network may be a wireless or wired network such as an Intranet (Intranet), the Internet (Internet), a Global System of Mobile communication (GSM), wideband Code Division Multiple Access (WCDMA), 4G network, 5G network, bluetooth (Bluetooth), wi-Fi, and the like.
It is noted that fig. 5 only shows an electronic device with components 10-40, but it is to be understood that not all of the shown components are required to be implemented, and that more or fewer components may be implemented instead.
In this embodiment, agent answer request processing system 20 stored in memory 10 may also be divided into one or more program modules, and the one or more program modules are stored in memory 10 and executed by one or more processors (in this embodiment, processor 30) to implement the present invention.
Example four
There is also provided in an embodiment a computer device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, wherein the processor executes the computer program to implement the steps of the agent answer request processing method according to the first embodiment.
EXAMPLE five
The present embodiment also provides a computer-readable storage medium, in which a computer program is stored, where the computer program is executable by at least one processor to cause the at least one processor to execute the steps of the agent answer request processing method according to the first embodiment.
In this embodiment, the computer-readable storage medium includes a flash memory, a hard disk, a multimedia card, a card type memory (e.g., SD or DX memory, etc.), a Random Access Memory (RAM), a Static Random Access Memory (SRAM), a Read Only Memory (ROM), an Electrically Erasable Programmable Read Only Memory (EEPROM), a Programmable Read Only Memory (PROM), a magnetic memory, a magnetic disk, an optical disk, and the like. In some embodiments, the computer readable storage medium may be an internal storage unit of the computer device, such as a hard disk or a memory of the computer device. In other embodiments, the computer readable storage medium may be an external storage device of the computer device, such as a plug-in hard disk, a Smart Media Card (SMC), a Secure Digital (SD) Card, a Flash memory Card (Flash Card), etc. provided on the computer device. Of course, the computer-readable storage medium may also include both internal and external storage units of the computer device. In this embodiment, the computer-readable storage medium is generally used to store an operating system and various types of application software installed in the computer device, for example, the program code of the agent answering request processing system in the second embodiment. Further, the computer-readable storage medium may also be used to temporarily store various types of data that have been output or are to be output.
The above description is only a preferred embodiment of the present invention, and not intended to limit the scope of the present invention, and all modifications of equivalent structures and equivalent processes, which are made by using the contents of the present specification and the accompanying drawings, or directly or indirectly applied to other related technical fields, are included in the scope of the present invention.
Claims (10)
1. A method for processing an agent answering request is characterized by comprising the following steps:
s01, receiving an answering request sent by an agent end;
s02, obtaining the question type of the answering request according to the answering request;
s03, screening out corresponding experts according to the question types;
s04, sending the question content corresponding to the question answering request to a corresponding expert end for answering;
s05, obtaining reply contents fed back by the expert end through a built-in system answering channel and forwarding the reply contents to the agent end, wherein the reply contents are in a form of characters, voice or pictures;
s06, judging whether an answering request which is sent by the agent end and is the same as the question content or meets a preset similarity threshold value with the question content is received or not within a preset time period, if so, executing S07, and if not, ending the answering process;
and S07, calling an instant communication interface to establish communication connection between the agent end and the expert end, and providing an instant communication window for the agent end and the expert end so as to facilitate the agent end and the expert end to carry out instant interaction until the answering process is finished.
2. The agent answer request processing method of claim 1, further comprising providing a first operation option for inputting the content of the question in an interface for sending an answer request;
before S01 receives an answer request sent by an agent, the method includes:
receiving input question content through the first operation option;
in S02, obtaining the question type of the answer request according to the answer request includes:
identifying keywords in the questioning content;
and determining the query type corresponding to the keyword according to the corresponding relation between the preset keyword and the query type.
3. The agent answering request processing method according to claim 1, further comprising: providing a second operation option for selecting a question type in the interface for sending the answer request;
receiving a selection operation of a question type through the second operation option;
and extracting the question type information in the question answering request to determine the corresponding question type.
4. The method of claim 1, wherein screening out corresponding experts according to the question type in S03 comprises:
determining a first expert list corresponding to the query type according to a preset corresponding relation between the query type and an expert;
judging whether the experts in the first expert list are in an idle state at present, and determining a second expert list according to the experts in the idle state at present;
a target expert is determined from the second list of experts.
5. The agent answer request processing method of claim 1, further comprising displaying prompt information related to the answer request in a page of an expert answer question,
the prompt information related to the answering request comprises: the number of answer requests waiting to be answered, the number of answered answer requests, the duration of the answer request currently being answered, and the duration of the next answer request waiting.
6. An electronic device comprising a memory and a processor, wherein the memory is configured to store an agent answer request processing system executable by the processor, the agent answer request processing system comprising:
the answering request receiving module is used for receiving an answering request sent by an agent end;
a question type obtaining module, configured to obtain a question type of the answer request according to the answer request;
the expert screening module is used for screening out corresponding experts according to the question types;
the answer request sending module is used for sending the question content corresponding to the answer request to a corresponding expert end for answering;
the reply content forwarding module is used for acquiring reply contents fed back by the expert end through a built-in answer channel of the system and forwarding the reply contents to the seat end, and the reply contents are in a text, voice or picture form;
the judging module is used for judging whether an answering request which is sent by the agent end and is the same as the questioning content or an answering request which meets a preset similarity threshold value with the questioning content is received or not within a preset time period;
and the window providing module is used for calling an instant communication interface to establish communication connection between the agent end and the expert end and providing an instant communication window for the agent end and the expert end when the judgment result of the judging module is yes, so that the agent end and the expert end can carry out instant interaction until the answering process is finished.
7. The electronic device according to claim 6, further comprising a first operation option providing module for providing a first operation option for inputting question content in the page where the answer request is sent;
the answer request receiving module is further configured to receive input question content through the first operation option;
the question type obtaining module comprises:
an identifying unit, configured to identify a keyword in the query content;
and the determining unit is used for determining the question type corresponding to the keyword according to the corresponding relation between the preset keyword and the question type.
8. The electronic device of claim 6, further comprising: the second operation option providing module is used for providing a second operation option for selecting the question type in the page for sending the question answering request;
the answer request receiving module is further configured to: receiving a selection operation of a question type through the second operation option;
the query type obtaining module is specifically configured to: and extracting the question type information in the question answering request to determine the corresponding question type.
9. A computer device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, characterized in that the steps of the method of any of claims 1 to 5 are implemented when the computer program is executed by the processor.
10. A computer-readable storage medium, having stored thereon a computer program, the computer program being executable by at least one processor to cause the at least one processor to perform the steps of the agent answer request processing method according to any one of claims 1-5.
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| CN201810350770.7A CN108550057B (en) | 2018-04-18 | 2018-04-18 | Agent answering request processing method, electronic device and computer readable storage medium |
| PCT/CN2018/095869 WO2019200763A1 (en) | 2018-04-18 | 2018-07-17 | Method for processing question answering request from agent, and electronic apparatus and computer-readable storage medium |
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| CN201810350770.7A CN108550057B (en) | 2018-04-18 | 2018-04-18 | Agent answering request processing method, electronic device and computer readable storage medium |
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| CN109361765A (en) * | 2018-11-29 | 2019-02-19 | 苏州思必驰信息科技有限公司 | Speech dialog method and device |
| CN110351332B (en) * | 2019-05-30 | 2022-04-15 | 深圳壹账通智能科技有限公司 | Method, device, computer equipment and storage medium for dynamically adjusting time threshold |
| CN111740849A (en) * | 2020-06-22 | 2020-10-02 | 中国银行股份有限公司 | Seat operating system and method |
| CN112085577A (en) * | 2020-09-03 | 2020-12-15 | 上海容基工程项目管理有限公司 | On-line bidding question answering method, device, system and storage medium |
| CN113285970B (en) * | 2021-02-19 | 2023-12-01 | 江苏省广电有线信息网络股份有限公司无锡分公司 | Information answering platform based on digital television and mobile phone terminal |
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| CN103379229A (en) * | 2012-04-28 | 2013-10-30 | 恒生电子股份有限公司 | Data transmission method and system for specialist seat |
| WO2015188710A1 (en) * | 2014-06-10 | 2015-12-17 | 华为技术有限公司 | Call routing method, device, and system |
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