CN109743468B - Data processing method and device - Google Patents
Data processing method and device Download PDFInfo
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- CN109743468B CN109743468B CN201811342268.8A CN201811342268A CN109743468B CN 109743468 B CN109743468 B CN 109743468B CN 201811342268 A CN201811342268 A CN 201811342268A CN 109743468 B CN109743468 B CN 109743468B
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Abstract
The application provides a data processing method, which comprises the following steps: obtaining a communication request submitted by a user; determining N customer service terminals in an idle state, wherein any customer service terminal in the idle state can process a communication request, and N is a positive integer; sending a communication request to the N customer service terminals, and determining that any one of the N customer service terminals returning a response instruction for determining to process the communication request is a target customer service terminal; and connecting the user with the target customer service terminal. The method comprises the steps that N customer service terminals in an idle state are determined from M customer service terminals according to a communication request submitted by a user, and the customer service terminal for processing the request is determined from the N customer service terminals in the idle state, so that the communication request can be processed to a great extent, meanwhile, the communication request can be processed in a short time, and the user experience can be improved.
Description
Technical Field
The present application relates to the field of data processing, and in particular, to a data processing method and apparatus.
Background
In the current customer service system pair, when the requests of consultation, complaint and the like of a user are processed, the situation that customer service is busy often occurs, so that a plurality of users cannot obtain service in time or even cannot obtain service, and the user experience is very poor.
Disclosure of Invention
In view of the above, an object of the present application is to provide a data processing method and apparatus, so as to solve the problem that many users cannot obtain services or even cannot obtain services in time due to busy customer service at present.
In order to achieve the above object, embodiments of the present application are implemented as follows:
in a first aspect, an embodiment of the present application provides a data processing method, where the data processing method includes: obtaining a communication request submitted by a user; determining N customer service terminals in an idle state, wherein any customer service terminal in the idle state can process the communication request, and N is a positive integer; sending the communication request to the N customer service terminals, and determining that any one of the N customer service terminals returning a response instruction for determining to process the communication request is a target customer service terminal; and connecting the user with the target customer service terminal.
In the embodiment of the application, N customer service terminals in an idle state are determined from M customer service terminals according to a communication request submitted by a user, and a customer service terminal for processing the request is determined from N customer service terminals in the idle state, so that the communication request can be processed to a great extent, and meanwhile, the communication request can be processed in a short time, and the user experience can be improved.
In some optional implementation manners of the first aspect, the sending the communication request to the N customer service terminals, and determining that any one of the customer service terminals returning a response instruction for determining to process the communication request in the N customer service terminals is a target customer service terminal includes: sending the communication request to the N customer service terminals; judging whether a response instruction for determining to process the communication request is returned from any customer service terminal in the N customer service terminals within a preset time after the communication request is sent; if yes, any one of the customer service terminals returning the response instruction is determined to be the target customer service terminal.
In the embodiment of the application, the communication request is sent to the N client service terminals in the idle state, and any client service terminal which returns a response instruction for determining to process the communication request from the N client service terminals in the idle state determines a target client service terminal for processing the communication request, so that the communication request of the user can be processed to a great extent, the client service can provide service for the user better, and the purpose of improving user experience is achieved.
In some optional implementation manners of the first aspect, the sending the communication request to the N customer service terminals, and determining that any one of the customer service terminals returning a response instruction for determining to process the communication request in the N customer service terminals is a target customer service terminal includes: judging whether the number of the customer service terminals is N larger than a preset value M or not; when the N is judged to be larger than M, randomly determining M customer service terminals from the N customer service terminals, and sending the communication request to the M customer service terminals when the M customer service terminals do not answer the communication request; sending the communication request to N-M customer service terminals except the M customer service terminals in the N customer service terminals, and determining that any one of the N-M customer service terminals returning a response instruction for determining to process the communication request is a target customer service terminal; and when the N is judged to be less than or equal to M, sending the communication request to the N customer service terminals, and determining that any one of the N customer service terminals returning a response instruction for determining to process the communication request is a target customer service terminal.
In the embodiment of the application, the communication request is sent to M customer service terminals in N customer service terminals in an idle state, and a target customer service terminal for processing the communication request is determined from the M customer service terminals, so that one communication request occupies less resources while the communication request is guaranteed to be processed, the efficiency of processing the communication request is improved, the service is provided for a user, and the user experience is improved.
In some optional implementation manners of the first aspect, after the arbitrarily determining M service terminals from the N service terminals, and before the sending the communication request to N-M service terminals except the M service terminals from the N service terminals, the method further includes: sending the communication request to the M customer service terminals; judging whether a response instruction for determining to process the communication request is returned from any customer service terminal in the M customer service terminals within a preset time after the communication request is sent; if yes, determining any one of the customer service terminals returning the response instruction as a target customer service terminal; if not, executing the step to send the communication request to N-M customer service terminals except the M customer service terminals in the N customer service terminals.
In this embodiment, by sending the communication request to N-M customer service terminals of the N customer service terminals except for the M customer service terminals, when the M customer service terminals cannot process the communication request due to various reasons, the communication request can be sent to the remaining N-M customer service terminals, which can ensure that the communication request can be processed, thereby improving user experience.
In some optional implementation manners of the first aspect, a plurality of communication ports are connected to a plurality of service modules in the IVR system in a one-to-one correspondence manner, and each service module in the plurality of service modules is provided with a communication request function; the obtaining of the communication request submitted by the user includes: when a target service module in the plurality of service modules processes the access of a user, a communication request generated and sent by the target service module based on the access of the user responded by a communication request function is obtained based on a target communication port of the target service module.
In this embodiment, a communication request generated and sent by any one of the plurality of service modules based on a communication request operation performed in response to a user is obtained from a plurality of communication ports connected to the plurality of service modules in the IVR system in a one-to-one correspondence manner, so that a service can be provided for a communication request initiated by a user through a convenient operation when the user is at each module in the IVR system, and user experience is improved.
In a second aspect, an embodiment of the present application provides a data processing apparatus, including: the obtaining module is used for obtaining a communication request submitted by a user; the processing module is used for determining N customer service terminals in an idle state, wherein any customer service terminal in the idle state can process the communication request, and N is a positive integer; a determining module, configured to send the communication request to the N customer service terminals, and determine that any one of the N customer service terminals that returns a response instruction for determining to process the communication request is a target customer service terminal; and the connecting module is used for connecting the user with the target customer service terminal.
In some optional implementation manners of the second aspect, the determining module is further configured to send the communication request to the N customer service terminals; judging whether a response instruction for determining to process the communication request is returned from any customer service terminal in the N customer service terminals within a preset time after the communication request is sent; if yes, any one of the customer service terminals returning the response instruction is determined to be the target customer service terminal.
In some optional implementation manners of the second aspect, the determining module is further configured to determine whether the number of the customer service terminals is greater than N
Presetting a numerical value M; when the N is judged to be larger than M, randomly determining M customer service terminals from the N customer service terminals, and sending the communication request to the M customer service terminals when the M customer service terminals do not answer the communication request; sending the communication request to N-M customer service terminals except the M customer service terminals in the N customer service terminals, and determining that any one of the N-M customer service terminals returning a response instruction for determining to process the communication request is a target customer service terminal; and when the N is judged to be less than or equal to M, sending the communication request to the N customer service terminals, and determining that any one of the N customer service terminals returning a response instruction for determining to process the communication request is a target customer service terminal.
In some optional implementation manners of the second aspect, the determining module is further configured to send the communication request to the M customer service terminals; judging whether a response instruction for determining to process the communication request is returned from any customer service terminal in the M customer service terminals within a preset time after the communication request is sent; if yes, determining any one of the customer service terminals returning the response instruction as a target customer service terminal; and if not, sending the communication request to N-M customer service terminals except the M customer service terminals in the N customer service terminals.
In some optional implementation manners of the second aspect, a plurality of communication ports are connected to a plurality of service modules in the IVR system in a one-to-one correspondence manner, and each service module in the plurality of service modules is provided with a communication request function; the obtaining module is further configured to obtain, based on a target communication port of the target service module, a communication request generated and sent by the target service module in response to the access of the user based on a communication request function, when the target service module among the plurality of service modules handles the access of the user.
In a third aspect, an embodiment of the present application provides a server, where the server includes: a processor, a memory, a bus and a communication interface; the processor, the communication interface and the memory are connected by the bus. The memory is used for storing programs. The processor is configured to execute the data processing method according to the first aspect or any optional implementation manner of the first aspect by calling a program stored in the memory.
In a fourth aspect, the present application provides a computer-readable storage medium having non-volatile program code executable by a processor, for storing program code, which, when read and executed by a computer, performs the data processing method of the first aspect or any optional implementation manner of the first aspect.
In order to make the aforementioned objects, features and advantages of the present application more comprehensible, preferred embodiments accompanied with figures are described in detail below.
Drawings
In order to more clearly illustrate the technical solutions of the embodiments of the present application, the drawings that are required to be used in the embodiments will be briefly described below, it should be understood that the following drawings only illustrate some embodiments of the present application and therefore should not be considered as limiting the scope, and for those skilled in the art, other related drawings can be obtained from the drawings without inventive effort.
Fig. 1 illustrates an interaction diagram of a user, a server and a customer service terminal according to a first embodiment of the present application;
fig. 2 is a block diagram illustrating a server according to a first embodiment of the present application;
FIG. 3 illustrates a first flowchart of a data processing method provided in a second embodiment of the present application;
fig. 4 shows a sub-flowchart of step S300 in a data processing method according to a second embodiment of the present application;
fig. 5 shows a sub-flowchart of step S300 in a data processing method according to a second embodiment of the present application;
fig. 6 shows a block diagram of a data processing apparatus according to a third embodiment of the present application.
Detailed Description
The technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application, and it is obvious that the described embodiments are only a part of the embodiments of the present application, and not all of the embodiments. The components of the embodiments of the present application, generally described and illustrated in the figures herein, can be arranged and designed in a wide variety of different configurations. Thus, the following detailed description of the embodiments of the present application, presented in the accompanying drawings, is not intended to limit the scope of the claimed application, but is merely representative of selected embodiments of the application. All other embodiments, which can be derived by a person skilled in the art from the embodiments of the present application without inventive step, are within the scope of the present application.
It should be noted that: like reference numbers and letters refer to like items in the following figures, and thus, once an item is defined in one figure, it need not be further defined and explained in subsequent figures. The terms "first," "second," and the like are used solely to distinguish one from another and are not to be construed as indicating or implying relative importance. Further, the term "and/or" in the present application is only one kind of association relationship describing the associated object, and means that three kinds of relationships may exist, for example, a and/or B may mean: a exists alone, A and B exist simultaneously, and B exists alone.
First embodiment
Referring to fig. 1, fig. 1 is an interaction diagram of a user, a server and a customer service terminal according to the embodiment. When a user is in an Interactive Voice Response (IVR) system, because a plurality of service modules in the IVR system are correspondingly connected with a plurality of communication ports one by one, and each service module in the plurality of service modules is provided with a communication request function, the user can initiate a communication request to a server through a manual service shortcut key arranged at the level of each service module according to self consultation or alarm requirements. After receiving a communication request of a user, the server determines a target customer service terminal for processing the communication request from a plurality of customer service terminals connected with the server. The target customer service terminal is connected with the user, and the customer service corresponding to the target customer service terminal can provide service for the user and process the requirements of the user.
Referring to fig. 2, an embodiment of the present application provides a server 10, where the server 10 may be a network server, a database server, a cloud server, or a server assembly composed of multiple sub-servers. Of course, the above-mentioned devices are for easy understanding of the present embodiment, and should not be taken as limiting the present embodiment.
The server 10 may include: memory 11, communication interface 12, bus 13, and processor 14. The processor 14, the communication interface 12, and the memory 11 are connected by a bus 13.
The processor 14 is arranged to execute executable modules, such as computer programs, stored in the memory 11. The components and configuration of server 10 shown in FIG. 1 are exemplary only, and not limiting, as server 10 may have other components and configurations as desired.
The Memory 11 may include a Random Access Memory (RAM) and may further include a non-volatile Memory (non-volatile Memory), such as at least two disk memories. In the present embodiment, the memory 11 stores a program required to execute the data processing method.
The bus 13 may be an ISA bus, a PCI bus, an EISA bus, or the like. The bus may be divided into an address bus, a data bus, a control bus, etc. For ease of illustration, only one double-headed arrow is shown in FIG. 1, but this does not indicate only one bus or one type of bus.
The method performed by the apparatus according to the processes or definitions disclosed in any of the embodiments of the present application may be applied to the processor 14, or may be implemented by the processor 14. After the processor 14 receives the execution instruction and calls the program stored in the memory 11 through the bus 13, the processor 14 controls the communication interface 12 through the bus 13 to execute the flow of data processing.
Second embodiment
In the data processing method provided in the present embodiment, the data processing method may be described from the perspective of a server. Hereinafter, each step of the data processing method in the embodiment of the present application will be described in detail with reference to fig. 3 to 5.
Referring to fig. 3, fig. 3 is a first flowchart of a data processing method according to the present embodiment. In the data processing method provided in this embodiment, the method may include: step S100, step S200, step S300, and step S400.
Step S100: a communication request submitted by a user is obtained.
Step S200: and determining N customer service terminals in an idle state, wherein any customer service terminal in the idle state can process the communication request, and N is a positive integer.
Step S300: and sending the communication request to the N customer service terminals, and determining that any one of the N customer service terminals returning a response instruction for determining to process the communication request is a target customer service terminal.
Step S400: and connecting the user with the target customer service terminal.
Before the server executes step S100, a user of a certain service module in an IVR (Interactive Voice Response) system may determine whether to connect to the customer service according to his/her own needs, so that the customer service can serve himself/herself.
If the user A in the telephone charge inquiry service module is confused about the telephone charge balance of the user A, the user A can achieve the purpose of connecting the customer service through a quick channel arranged in the telephone charge inquiry service module, namely a target communication port arranged by an IVR system in a target service module in a plurality of service modules, and does not need to return to a main menu service module for calling manual service.
And 2, the user B in the bank transfer record query business module can achieve the purpose of connecting customer service through a quick channel arranged in the bank transfer record query business module without returning to the main menu business module for calling manual service.
By the mode, a more convenient channel for calling manual service can be provided for the user, so that the business association between the IVR system and the customer service system is enhanced, and the user experience is improved.
The server may execute step S100 in a normal operating state, and when a target service module in the plurality of service modules handles the access of the user, the IVR system may obtain, based on a target communication port of the target service module, a communication request generated and sent by the target service module in response to the access of the user based on the communication request function.
In this embodiment, the server can provide a lot of convenience for the user by obtaining the communication request initiated by the user of any one of the plurality of service modules in the IVR system, so that the user in any one of the service modules in the IVR system can initiate the communication request through convenient operation when needing the customer service to perform manual service under the conditions of consultation or complaint, which is very convenient and can improve the user experience.
Continuing with the foregoing assumption 1: the server receives a communication request submitted by a user A from a telephone charge inquiry service module in the IVR system.
Continuing with the foregoing assumption 2: and the server receives the communication request submitted by the user B from a bank transfer record query service module in the IVR system.
After the server obtains the communication request submitted by the user, step S200 may be performed.
In this embodiment, the server may obtain P pieces of operating state information corresponding to P customer service terminals from P customer service terminals connected to the server, where the operating state information may include: indicating that the user is currently in a connected state, and indicating that the user is not currently connected in an idle state, which can provide service for the user. And obtaining N idle state information from the P working state information, thereby determining N customer service terminals corresponding to the N idle state information. Therefore, the server can obtain the number of the client service terminals capable of processing the communication request at present, and the processing efficiency of the communication request is improved.
Continuing with the foregoing assumption 1: and after receiving the communication request submitted by the user A, the server determines N customer service terminals in an idle state from the P customer service terminals.
Continuing with the foregoing assumption 2: and after receiving the communication request submitted by the user B, the server determines N customer service terminals in an idle state from the P customer service terminals.
It should be noted that, if the P service terminals connected to the server are all in the connected state, the communication request may be sent to a standby service terminal group, which is a service terminal for handling an accident situation independent of the P service terminals. If the P service terminals connected to the server are all in the connected state, the working state information of the P service terminals can be acquired once per second, so that the service terminals can process and complete other communication requests, and therefore the service terminals are in the idle state capable of processing the communication requests. Therefore, the communication request submitted by the user can be guaranteed to be processed, and the user experience is improved.
After the server determines N service terminals in the idle state, step S300 may be performed. Referring to fig. 4, in the present embodiment, the step S300 may include: step S311, step S312, and step S313.
Step S311: and sending the communication request to the N customer service terminals.
Step S312: and judging whether a response instruction for determining to process the communication request is returned from any customer service terminal in the N customer service terminals within a preset time length after the communication request is sent.
Step S313: if yes, any one of the customer service terminals returning the response instruction is determined to be the target customer service terminal.
After the server executes step S311, and determines the N client terminals in the idle state, the server may send the communication request to the N client terminals. The server sends the communication request to the N customer service terminals, so that the communication request submitted by the user can be greatly processed as soon as possible, and the user experience is reliably guaranteed to be improved.
Continuing with the foregoing assumption 1: and the server sends the communication request submitted by the user A to the N customer service terminals.
Continuing with the foregoing assumption 2: and the server sends the communication request submitted by the user B to the N customer service terminals.
After the server transmits the communication request to the N customer service terminals, step S312 may be performed.
In this embodiment, the server may determine whether to obtain a response instruction from any one of the N service terminals to determine to process the communication request within a preset time period after the communication request is sent.
Continuing with the foregoing assumption 1: and judging whether a response instruction for determining to process the communication request is returned from any customer service terminal in the N customer service terminals within 30 seconds after the server sends the communication request submitted by the user A to the N customer service terminals.
Continuing with the foregoing assumption 2: and judging whether a response instruction for determining to process the communication request is returned from any customer service terminal in the N customer service terminals within 30 seconds after the server sends the communication request submitted by the user B to the N customer service terminals.
Step S313 may be executed after the server determines whether any response instruction for determining to process the communication request returned from any of the N service terminals is obtained from any of the N service terminals within the preset time period after the communication request is sent.
Within a preset time length, the server receives a response instruction which is returned by any one of the N customer service terminals and determines to process the communication request, and can determine that one customer service terminal with the shortest time for returning the response instruction is a target customer service terminal, so that the processing task of the communication request is handed over to the target customer service terminal.
Continuing with the foregoing assumption 1: the customer service terminal 001 returns the communication request submitted by the user A to be determined and processed at the fastest speed, the server determines that the customer service terminal 001 is the target customer service terminal, and the communication request task submitted by the user A is handed to the customer service terminal 001 to be processed.
Continuing with the foregoing assumption 2: the customer service terminal 002 returns to determine to process the communication request submitted by the user B at the fastest speed, the server determines that the customer service terminal 002 is the target customer service terminal, and the communication request task submitted by the user B is handed to the customer service terminal 002 to be processed.
It should be noted that in this embodiment, a response instruction for determining to process the communication request is not returned to the customer service terminal that cannot process the communication request, and in other embodiments, an unprocessed response may be returned, so that the server marks that the customer service terminal cannot process the current communication request. In addition, the first service terminal returning the response indication may be determined as the target service terminal, and in other implementation embodiments, other manners may be selected, for example, selecting the second one, randomly selecting one, and the like, which should not be considered as limiting the present application.
Referring to fig. 5, in the present embodiment, the step S300 may further include: step S321, step S322, and step S323.
Step S321: and judging whether the number of the customer service terminals is N larger than a preset value M or not.
Step S322: when the N is judged to be larger than M, randomly determining M customer service terminals from the N customer service terminals, and sending the communication request to the M customer service terminals when the M customer service terminals do not answer the communication request; and sending the communication request to N-M customer service terminals except the M customer service terminals in the N customer service terminals, and determining any one of the N-M customer service terminals returning a response instruction for determining to process the communication request as a target customer service terminal.
Step S323: and when the N is judged to be less than or equal to M, sending the communication request to the N customer service terminals, and determining that any one of the N customer service terminals returning a response instruction for determining to process the communication request is a target customer service terminal.
In this embodiment, after determining the N client terminals in the idle state, the server may perform step S321 instead of step S311.
The server can judge whether the number of the customer service terminals in the idle state is N which is larger than a preset value M.
Continuing with the foregoing assumption 1: the server may determine whether the number of the service terminals in the idle state is N, which is greater than a preset value M, for example, where N is 100 and M is 10.
Continuing with the foregoing assumption 2: the server may determine whether the number of the service terminals in the idle state is N, which is greater than a preset value M, for example, where N is 5 and M is 10.
After the server determines that the number of the service terminals in the idle state is N greater than the preset value M, the step S322 may be continuously performed.
In this embodiment, when the server determines that N is greater than M, the server may arbitrarily determine M service terminals from the N service terminals, that is, randomly select M service terminals from the N service terminals, and send the communication request to the M service terminals. After the communication request is sent to the M customer service terminals, the subsequent steps can be executed according to whether the M customer service terminals return a response instruction for determining to process the communication request, namely, any customer service terminal in the M customer service terminals returns the response instruction, so that the customer service terminal returning the response instruction can be determined as a target customer service terminal; if none of the M service terminals returns a response instruction for determining to process the communication request, the communication request may be sent to N-M service terminals of the N service terminals except the M service terminals, and it is determined that any one of the N-M service terminals returning a response instruction for determining to process the communication request is a target service terminal.
Continuing with the foregoing assumption 1: the server may determine that the number of the service terminals in the idle state is 100 and greater than the preset value M of 10, that is, N > M, and then the server may randomly select 10 service terminals from the 100 service terminals and send the communication request to the 10 service terminals, for example: the customer service terminals 001-010, wherein the customer service terminal 008 firstly returns a response instruction for determining to process the communication request submitted by the user A, the server determines that the customer service terminal 008 is the target customer service terminal, and the communication request submitted by the user A is delivered to the customer service terminal 008 to be processed.
And when none of the customer service terminals 001-010 returns a response instruction for determining to process the communication request submitted by the user A, the server can send the communication request submitted by the user A to the remaining 90 customer service terminals, such as the customer service terminal 011-the customer service terminal 100, wherein the customer service terminal 029 returns the response instruction for determining to process the communication request submitted by the user A at the earliest, and the server determines that the customer service terminal 029 is the target customer service terminal and hands the communication request submitted by the user A to the customer service terminal 029 for processing.
In this embodiment, after the server determines that the number of the service terminals in the idle state is N smaller than or equal to the preset value M, the server may continue to execute step S322.
Continuing with the foregoing assumption 2: the server may determine that the number of the service terminals in the idle state is N5 smaller than the preset value M10, that is, N < M, and then the server may send the communication request submitted by the user b to 5 service terminals, for example, the service terminals 101 to 105, where the service terminal 104 returns a response instruction for determining to process the communication request submitted by the user a at the earliest, and the server determines that the service terminal 104 is a target service terminal and hands the communication request submitted by the user a to the service terminal 104 for processing.
In this embodiment, by setting the preset value M and determining whether N is greater than M, and then executing the corresponding step, this way can also reduce resources of an idle service terminal occupied by one communication request as much as possible while ensuring that the communication request submitted by the user can be processed, thereby improving the user experience and improving the efficiency of the whole system for processing the communication request.
It should be noted that, in this embodiment, when the server sends the communication request to the N customer service terminals, the communication request may be sent at the same time, or may be sent in batches, or may be sent one by one, which is not limited herein. Meanwhile, when the customer service terminals are all in a connection state, the working state information of the P customer service terminals can be obtained according to a certain time and frequency, and if no customer service terminal can process the communication request all the time within a certain preset time (for example, 40 seconds), the server can inform the user of a prompt that the customer service is busy, and remind the user to avoid a peak time period of calling manual service. If the customer service terminal capable of processing the communication request is obtained within the preset time length, the normal communication request processing step is executed.
After the server determines the target customer service system, step S400 may be performed.
In this embodiment, after determining the target customer service terminal, the server may connect the user and the target customer service terminal, so that the customer service terminal provides a service for the user.
Continuing with the foregoing assumption 1: the server gives the communication request submitted by the user A to the customer service terminal 008 to be processed, the user A and the customer service terminal 008 are connected, and the customer service of the customer service terminal 008 serves the user A.
Continuing with the foregoing assumption 2: the server gives the communication request submitted by the user B to the customer service terminal 104 for processing, the user B and the customer service terminal 104 are connected, and the customer service of the customer service terminal 104 serves the user A.
After the customer service terminal is connected with the user, the customer service of the customer service terminal provides consultation service or business processing service for the user.
Continuing with the foregoing assumption 1: if the user A has a question about the conversation charge balance, the customer service can inquire and answer the conversation charge bill according to the requirement and the provided authority of the user, thereby completing the service of the user A.
Assume that 3: the customer service C is already connected with the customer service of the customer service terminal 116, and the customer service C wants to complain on a certain customer service and a user of the platform A, so that the customer service C can initiate a request for entering the platform A, enter the platform A after permission is obtained, and verify the complaining request of the customer C. If the customer service is true after verification, the customer service can apply for carrying out corresponding punishment on the customer service or the user complained by the user C, and the customer service is fed back to the user C after completion, so that the service of the user C is completed.
After the customer service finishes the service of the user, the customer service can record the type and the processing result of the service on the customer service terminal, the customer service terminal can send the type and the processing result of the service to the server, and the server archives the service to finish the service.
It should be noted that, in this embodiment, the number of the customer service terminals may be set to a number capable of collectively servicing a certain region or a certain country, thereby completing the work of centralized management and servicing.
Third embodiment
Referring to fig. 6, fig. 6 is a block diagram of a data processing apparatus 100 according to an embodiment of the present disclosure.
An embodiment of the present application provides a data processing apparatus 100, including:
an obtaining module 110, configured to obtain a communication request submitted by a user;
a processing module 120, configured to determine N customer service terminals in an idle state, where any customer service terminal in the idle state can process the communication request, and N is a positive integer;
a determining module 130, configured to send the communication request to the N customer service terminals, and determine that any one of the customer service terminals returning a response instruction for determining to process the communication request among the N customer service terminals is a target customer service terminal;
a connection module 140, configured to connect the user with the target customer service terminal.
In this embodiment, the determining module 130 is further configured to send the communication request to the N customer service terminals; judging whether a response instruction for determining to process the communication request is returned from any customer service terminal in the N customer service terminals within a preset time after the communication request is sent; if yes, any one of the customer service terminals returning the response instruction is determined to be the target customer service terminal.
In this embodiment, the determining module 130 is further configured to determine whether the number N of the customer service terminals is greater than a preset value M; when the N is judged to be larger than M, randomly determining M customer service terminals from the N customer service terminals, and sending the communication request to the M customer service terminals when the M customer service terminals do not answer the communication request; sending the communication request to N-M customer service terminals except the M customer service terminals in the N customer service terminals, and determining that any one of the N-M customer service terminals returning a response instruction for determining to process the communication request is a target customer service terminal; and when the N is judged to be less than or equal to M, sending the communication request to the N customer service terminals, and determining that any one of the N customer service terminals returning a response instruction for determining to process the communication request is a target customer service terminal.
In this embodiment, the determining module 130 is further configured to send the communication request to the M customer service terminals; judging whether a response instruction for determining to process the communication request is returned from any customer service terminal in the M customer service terminals within a preset time after the communication request is sent; if yes, determining any one of the customer service terminals returning the response instruction as a target customer service terminal; and if not, sending the communication request to N-M customer service terminals except the M customer service terminals in the N customer service terminals.
In this embodiment, a plurality of service modules in the IVR system are connected to a plurality of communication ports in a one-to-one correspondence, and each service module in the plurality of service modules is provided with a communication request function; the obtaining module 110 is further configured to, when a target service module in the plurality of service modules handles the access of a user, obtain, based on a target communication port of the target service module, a communication request generated and sent by the target service module in response to the access of the user based on a communication request function.
To sum up, an embodiment of the present application provides a data processing method, including: obtaining a communication request submitted by a user; determining N customer service terminals in an idle state, wherein any customer service terminal in the idle state can process the communication request, and N is a positive integer; sending the communication request to the N customer service terminals, and determining that any one of the N customer service terminals returning a response instruction for determining to process the communication request is a target customer service terminal; and connecting the user with the target customer service terminal.
The method comprises the steps that N customer service terminals in an idle state are determined from M customer service terminals according to a communication request submitted by a user, and the customer service terminal for processing the request is determined from the N customer service terminals in the idle state, so that the communication request can be processed to a great extent, meanwhile, the communication request can be processed in a short time, and the user experience can be improved.
The above description is only a preferred embodiment of the present application and is not intended to limit the present application, and various modifications and changes may be made by those skilled in the art. Any modification, equivalent replacement, improvement and the like made within the spirit and principle of the present application shall be included in the protection scope of the present application. It should be noted that: like reference numbers and letters refer to like items in the following figures, and thus, once an item is defined in one figure, it need not be further defined and explained in subsequent figures.
The above description is only for the specific embodiments of the present application, but the scope of the present application is not limited thereto, and any person skilled in the art can easily conceive of the changes or substitutions within the technical scope of the present application, and shall be covered by the scope of the present application. Therefore, the protection scope of the present application shall be subject to the protection scope of the claims.
Claims (8)
1. A data processing method, characterized in that the data processing method comprises:
obtaining a communication request submitted by a user;
determining N customer service terminals in an idle state, wherein any customer service terminal in the idle state can process the communication request, and N is a positive integer;
sending the communication request to the N customer service terminals, and determining that any one of the N customer service terminals returning a response instruction for determining to process the communication request is a target customer service terminal; if the N customer service terminals are all in a connection state, the communication request is sent to a standby customer service terminal group; or, acquiring the working state information of the N customer service terminals once per second, and if a customer service terminal in an idle state exists, sending the communication request to the customer service terminal;
connecting the user with the target customer service terminal;
wherein, the sending the communication request to the N service terminals and determining that any one of the N service terminals returning a response instruction for determining to process the communication request is a target service terminal includes:
judging whether the number of the customer service terminals is N larger than a preset value M or not;
when the N is judged to be larger than M, randomly determining M customer service terminals from the N customer service terminals, and sending the communication request to the M customer service terminals when the M customer service terminals do not answer the communication request; sending the communication request to N-M customer service terminals except the M customer service terminals in the N customer service terminals, and determining that any one of the N-M customer service terminals returning a response instruction for determining to process the communication request is a target customer service terminal;
and when the N is judged to be less than or equal to M, sending the communication request to the N customer service terminals, and determining that any one of the N customer service terminals returning a response instruction for determining to process the communication request is a target customer service terminal.
2. The data processing method according to claim 1, wherein the sending the communication request to the N service terminals, determining that any one of the N service terminals returning a response instruction for determining to process the communication request is a target service terminal, comprises:
sending the communication request to the N customer service terminals;
judging whether a response instruction for determining to process the communication request is returned from any customer service terminal in the N customer service terminals within a preset time after the communication request is sent;
if yes, any one of the customer service terminals returning the response instruction is determined to be the target customer service terminal.
3. The data processing method according to claim 1, wherein after arbitrarily determining M service terminals from the N service terminals and before sending the communication request to N-M service terminals other than the M service terminals from the N service terminals, the method further comprises:
sending the communication request to the M customer service terminals;
judging whether a response instruction for determining to process the communication request is returned from any customer service terminal in the M customer service terminals within a preset time after the communication request is sent;
if yes, determining any one of the customer service terminals returning the response instruction as a target customer service terminal;
if not, executing the step to send the communication request to N-M customer service terminals except the M customer service terminals in the N customer service terminals.
4. The data processing method according to any one of claims 1 to 3, wherein a plurality of communication ports are connected in one-to-one correspondence with a plurality of service modules in the IVR system, and each of the plurality of service modules is provided with a communication request function; the obtaining of the communication request submitted by the user includes:
when a target service module in the plurality of service modules processes the access of a user, a communication request generated and sent by the target service module based on the access of the user responded by a communication request function is obtained based on a target communication port of the target service module.
5. A data processing apparatus, characterized in that the data processing apparatus comprises:
the obtaining module is used for obtaining a communication request submitted by a user;
the processing module is used for determining N customer service terminals in an idle state, wherein any customer service terminal in the idle state can process the communication request, and N is a positive integer;
a determining module, configured to send the communication request to the N customer service terminals, and determine that any one of the N customer service terminals that returns a response instruction for determining to process the communication request is a target customer service terminal; the communication request is sent to the standby customer service terminal group if the N customer service terminals are all in a connection state; or, acquiring the working state information of the N customer service terminals once per second, and if a customer service terminal in an idle state exists, sending the communication request to the customer service terminal;
the connecting module is used for connecting the user with the target customer service terminal;
the determining module is specifically used for judging whether the number of the customer service terminals is N which is greater than a preset value M; when the N is judged to be larger than M, randomly determining M customer service terminals from the N customer service terminals, and sending the communication request to the M customer service terminals when the M customer service terminals do not answer the communication request; sending the communication request to N-M customer service terminals except the M customer service terminals in the N customer service terminals, and determining that any one of the N-M customer service terminals returning a response instruction for determining to process the communication request is a target customer service terminal; and when the N is judged to be less than or equal to M, sending the communication request to the N customer service terminals, and determining that any one of the N customer service terminals returning a response instruction for determining to process the communication request is a target customer service terminal.
6. The data processing apparatus according to claim 5, wherein the determining module is further configured to send the communication request to the N customer service terminals; judging whether a response instruction for determining to process the communication request is returned from any customer service terminal in the N customer service terminals within a preset time after the communication request is sent; if yes, any one of the customer service terminals returning the response instruction is determined to be the target customer service terminal.
7. The data processing apparatus according to claim 5, wherein the determining module is further configured to send the communication request to the M customer service terminals; judging whether a response instruction for determining to process the communication request is returned from any customer service terminal in the M customer service terminals within a preset time after the communication request is sent; if yes, determining any one of the customer service terminals returning the response instruction as a target customer service terminal; and if not, sending the communication request to N-M customer service terminals except the M customer service terminals in the N customer service terminals.
8. The data processing device according to any one of claims 5 to 7, wherein a plurality of communication ports are connected in one-to-one correspondence with a plurality of service modules in the IVR system, and each of the plurality of service modules is provided with a communication request function; the obtaining module is further configured to obtain, based on a target communication port of the target service module, a communication request generated and sent by the target service module in response to the access of the user based on a communication request function, when the target service module among the plurality of service modules handles the access of the user.
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Application publication date: 20190510 Assignee: Guiyang Longma Video Technology Co.,Ltd. Assignor: GUIYANG LONGMASTER INFORMATION & TECHNOLOGY Co.,Ltd. Contract record no.: X2022520000003 Denomination of invention: Data processing method and device Granted publication date: 20210713 License type: Common License Record date: 20220302 |