CN109767240A - Cloud customer service distribution method, device, computer equipment and storage medium - Google Patents
Cloud customer service distribution method, device, computer equipment and storage medium Download PDFInfo
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Abstract
This application involves personal management technical field, a kind of cloud customer service distribution method, device, computer equipment and storage medium are provided.The described method includes: receiving the business service request for carrying user demand and user identifier, according to user identifier and preset User Information Database, verify user identity, when being verified, user service grade is determined according to user demand and preset grade of service table, user service grade includes firsts and seconds, when user service grade is level-one, it is prompted according to user demand and preset business processing database push operation to terminal, operation indicating is for instructing user self-help processing business, when user service grade is second level, user gradation is determined according to user identifier, according to user gradation and user demand, select expert's customer service, the service prompts of expert's customer service are pushed to terminal.Human resources can be saved using this method.
Description
Technical field
This application involves personal management technical fields, set more particularly to a kind of cloud customer service distribution method, device, computer
Standby and storage medium.
Background technique
With the development of computer technology, cloud computing starts to incorporate our life, cloud customer service occurs.Cloud customer service is base
In internet, cloud service, the Customer Service Center of foundation are relied on.The service process of traditional cloud customer service is that user passes through one
Machine or other equipment put through it is specified attend a banquet, then expert's customer service directly one-to-one is by way of voice or video
The service of user's progress specified services type.
However, the asking there are excessive labor intensive resource in such a way that online cloud customer service provides business service this at present
Topic.
Summary of the invention
Based on this, it is necessary in view of the above technical problems, provide a kind of cloud customer service distribution side that can save human resources
Method, device, computer equipment and storage medium.
A kind of cloud customer service distribution method, which comprises
Receive the business service request for carrying user demand and user identifier；
According to user identifier and preset User Information Database, user identity is verified；
When being verified, user service grade, user's clothes are determined according to user demand and preset grade of service table
Grade of being engaged in includes firsts and seconds；
When user service grade is level-one, prompted according to user demand and preset business processing database push operation
To terminal, operation indicating is for instructing user self-help processing business；
When user service grade is second level, user gradation is determined according to user identifier, according to user gradation and user
Demand selects expert's customer service, pushes the service prompts of expert's customer service to terminal.
In one of the embodiments, according to user identifier and preset User Information Database, user identity packet is verified
It includes:
Preset User Information Database is inquired according to the account information carried in user identifier, obtains user information data
User images information corresponding with account information in library；
According to user images information, the human face image information carried in user identifier is matched；
When matching degree is more than or equal to preset matching degree threshold value, it is verified.
In one of the embodiments, when being verified, determined according to user demand and preset grade of service table
User service grade includes:
When being verified, the business service keyword in user demand is obtained；
According to the preset grade of service table of business service keyword query, user service grade is determined.
In one of the embodiments, when user service grade is level-one, at user demand and preset business
Reason database push operation prompts
When user service grade is level-one, the business service keyword in user demand is obtained；
According to the preset business processing database of business service keyword query, determine in business processing database, with industry
The corresponding preset business processing program of service keyword of being engaged in；
It is prompted according to business processing program push operation to terminal.
In one of the embodiments, when user service grade is second level, user gradation, root are determined according to user identifier
According to user gradation and user demand, expert's customer service is selected, service prompts to the terminal of push expert's customer service includes:
When user service grade is second level, preset user gradation table is inquired according to user identifier, determines user gradation；
According to user gradation, User Priority is determined；
The business service keyword obtained in user demand determines business service type according to business service keyword；
According to business service type and User Priority, preset expert's customer service information database is inquired, according to expert
The evaluation record sheet of each expert's customer service in customer service information database selects expert's customer service corresponding with User Priority；
The service prompts of expert's customer service are pushed to terminal.
It prompts in one of the embodiments, in push operation to terminal, comprising:
When not receiving feedback information within preset first waiting time, push first terminates to prompt to terminal, the
One, which terminates prompt, terminates current business service for asking the user whether；
When receiving the first end feedback information, determine that current business service terminates, push level-one service evaluation table is extremely
Terminal；
The level-one service evaluation table for receiving feedback updates preset business processing according to the level-one service evaluation table of feedback
Business processing program corresponding with this business service in database.
In one of the embodiments, after the service prompts to terminal of push expert's customer service, comprising:
When not receiving feedback information within preset second waiting time, push second terminates to prompt to terminal, the
Two, which terminate prompt, terminates current business service for asking the user whether；
When receiving the second end feedback information, determine that current business service terminates, push secondary service evaluation table is extremely
Terminal；
The secondary service evaluation table for receiving feedback carries out expert's customer service according to the secondary service evaluation table of the feedback
Assessment.
A kind of cloud customer service distributor, described device include:
Receiving module, for receiving the business service request for carrying user demand and user identifier；
Authentication module, for verifying user identity according to user identifier and preset User Information Database；
Grade classification module, for being determined and being used according to user demand and preset grade of service table when being verified
The family grade of service, user service grade include firsts and seconds；
First processing module is used for when user service grade is level-one, according to user demand and preset business processing
Database push operation is prompted to terminal, and operation indicating is for instructing user self-help processing business；
Second processing module, for determining user gradation according to user identifier when user service grade is second level, according to
User gradation and user demand select expert's customer service, push the service prompts of expert's customer service to terminal.
A kind of computer equipment, including memory and processor, the memory are stored with computer program, the processing
Device performs the steps of when executing the computer program
Receive the business service request for carrying user demand and user identifier；
According to user identifier and preset User Information Database, user identity is verified；
When being verified, user service grade, user's clothes are determined according to user demand and preset grade of service table
Grade of being engaged in includes firsts and seconds；
When user service grade is level-one, prompted according to user demand and preset business processing database push operation
To terminal, operation indicating is for instructing user self-help processing business；
When user service grade is second level, user gradation is determined according to user identifier, according to user gradation and user
Demand selects expert's customer service, pushes the service prompts of expert's customer service to terminal.
A kind of computer readable storage medium, is stored thereon with computer program, and the computer program is held by processor
It is performed the steps of when row
Receive the business service request for carrying user demand and user identifier；
According to user identifier and preset User Information Database, user identity is verified；
When being verified, user service grade, user's clothes are determined according to user demand and preset grade of service table
Grade of being engaged in includes firsts and seconds；
When user service grade is level-one, prompted according to user demand and preset business processing database push operation
To terminal, operation indicating is for instructing user self-help processing business；
When user service grade is second level, user gradation is determined according to user identifier, according to user gradation and user
Demand selects expert's customer service, pushes the service prompts of expert's customer service to terminal.
Above-mentioned cloud customer service distribution method, device, computer equipment and storage medium, after receiving business service request,
According to user identifier and preset User Information Database, verify user identity, when being verified, according to user demand and
Preset grade of service table determines user service grade, and when user service grade is level-one, push operation prompts to terminal to refer to
User self-help processing business is led, when user service grade is second level, user gradation is determined according to user identifier, according to user etc.
Grade and user demand select expert's customer service, push the service prompts of expert's customer service to terminal.In this way, according to industry
Business processing request divides user service grade, by saving the human resources of expert's customer service, realizes and saves manpower money
The effect in source.
Detailed description of the invention
Fig. 1 is the application scenario diagram of one embodiment medium cloud customer service distribution method；
Fig. 2 is the flow diagram of one embodiment medium cloud customer service distribution method；
Fig. 3 is the sub-process schematic diagram of the step S204 in one embodiment in Fig. 2；
Fig. 4 is the sub-process schematic diagram of the step S206 in one embodiment in Fig. 2；
Fig. 5 is the sub-process schematic diagram of the step S208 in one embodiment in Fig. 2；
Fig. 6 is the sub-process schematic diagram of the step S210 in one embodiment in Fig. 2；
The flow diagram for the step of Fig. 7 is after the step S208 in Fig. 2 in one embodiment；
The flow diagram for the step of Fig. 8 is after the step S210 in Fig. 2 in one embodiment；
Fig. 9 is the structural block diagram of one embodiment medium cloud customer service distributor；
Figure 10 is the internal structure chart of computer equipment in one embodiment.
Specific embodiment
It is with reference to the accompanying drawings and embodiments, right in order to which the objects, technical solutions and advantages of the application are more clearly understood
The application is further elaborated.It should be appreciated that specific embodiment described herein is only used to explain the application, not
For limiting the application.
Cloud customer service distribution method provided by the present application, can be applied in application environment as shown in Figure 1.Wherein, terminal
102 are communicated with server 104 by network by network.Server 104, which receives, carries user demand and user identifier
Business service request verifies user identity, when being verified, root according to user identifier and preset User Information Database
Determine that user service grade, user service grade include firsts and seconds according to user demand and preset grade of service table, when
When user service grade is level-one, prompted according to user demand and preset business processing database push operation to terminal 102,
Operation indicating, when user service grade is second level, determines user according to user identifier for instructing user self-help processing business
Grade selects expert's customer service according to user gradation and user demand, pushes the service prompts of expert's customer service to terminal 102, takes
Business prompt is used for online direction user processing business.Wherein, terminal 102 can be, but not limited to be various personal computers, notes
This computer, smart phone, tablet computer and portable wearable device, server 104 can be with independent servers either
The server cluster of multiple servers composition is realized.
In one embodiment, as shown in Fig. 2, providing a kind of cloud customer service distribution method, it is applied in Fig. 1 in this way
Server for be illustrated, comprising the following steps:
S202: the business service request for carrying user demand and user identifier is received.
Server receives user and is requested by the business service for carrying user demand and user identifier that terminal is sent, user
Business service needed for demand refers to user includes business service keyword in user demand, according to business service keyword,
Business service needed for can determining user, user identifier refers to the identity information of user, for verifying user identity.
S204: according to user identifier and preset User Information Database, user identity is verified.
Server inquires preset User Information Database according to the account information carried in user identifier, obtains user's letter
User images information corresponding with account information in database is ceased, further according to user images information, matches and is carried in user identifier
Human face image information, when matching degree be more than or equal to preset matching degree threshold value when, be verified.Wherein, user information
Account information and user images information corresponding with account information, user images information in database including user can be
When user registers for the first time, the user images information of acquisition, matching degree threshold value can self-setting as required.
S206: when being verified, determining user service grade according to user demand and preset grade of service table, uses
The family grade of service includes firsts and seconds.
When being verified, server obtains the business service keyword in user demand, according to business service keyword
Preset grade of service table is inquired, determines user service grade.Wherein, the clothes of business needed for user service grade refers to user
The grade of business stores the title of each business service and the grade of each business service in grade of service table, each business service
Grade is determined according to the processing difficulty of each business service, the string number that business service keyword can be appointed for realization
Mark.
S208: when user service grade is level-one, according to user demand and preset business processing database push behaviour
It prompts to terminal, operation indicating is for instructing user self-help processing business.
When user service grade is level-one, server obtains the business service keyword in user demand, according to business
Service keyword inquires preset business processing database, determines in business processing database, corresponding with business service keyword
Preset business processing program, prompted according to business processing program push operation to terminal.Wherein, in business processing database
The title of each business service and the business processing program of each business service are stored, business processing program is to have write in advance
Good program, for handling corresponding business service.
S210: when user service grade is second level, determining user gradation according to user identifier, according to user gradation and
User demand selects expert's customer service, pushes the service prompts of expert's customer service to terminal.
When user service grade is second level, server inquires preset user gradation table according to user identifier, determines and uses
Family grade determines User Priority according to user gradation, obtains the business service keyword in user demand, is taken according to business
Business keyword, determines business service type, according to business service type and User Priority, inquires preset expert's customer service letter
Database is ceased, according to the evaluation record sheet of expert's customer service each in expert's customer service information database, is selected corresponding with User Priority
Expert's customer service, push the service prompts of expert's customer service to terminal.Wherein, the account information of user is stored in user gradation table
And the user gradation of each user, user gradation is determined previously according to the business handling situation of user, according to user gradation,
Determine User Priority, when receiving the business service request of multiple users simultaneously, the high user of priority processing priority level,
Include evaluation of each user to the service scenario of expert's customer service in the evaluation record sheet of each expert's customer service, selects excellent with user
The corresponding expert's customer service of first grade refers to being ranked up each expert's customer service according to the evaluation record sheet of expert's customer service, gives priority in arranging for
Evaluate high expert's customer service user high to priority level.
Above-mentioned cloud customer service distribution method is believed after receiving business service request according to user identifier and preset user
Database is ceased, user identity is verified, when being verified, determines that user takes according to user demand and preset grade of service table
Business grade, when user service grade is level-one, push operation is prompted to terminal guidance user self-help processing business, when user takes
When grade of being engaged in is second level, user gradation is determined according to user identifier, according to user gradation and user demand, selects expert visitor
Clothes push the service prompts of expert's customer service to terminal.In this way, it is requested according to business processing grading to user service etc.
Row divides, and by saving the human resources of expert's customer service, realizes the effect for saving human resources.
Below by one embodiment, to illustrate the scheme of the application.
Server receives the business service request for carrying user demand and user identifier first, then according in user identifier
The account information of carrying inquires preset User Information Database, obtains use corresponding with account information in User Information Database
Family image information matches the human face image information carried in user identifier according to user images information, be greater than when matching degree or
When equal to preset matching degree threshold value, it is verified.When being verified, server obtains the business service in user demand and closes
Key word determines that user service grade, user service grade include according to the preset grade of service table of business service keyword query
Firsts and seconds.When user service grade is level-one, server obtains the business service keyword in user demand, according to industry
Service keyword of being engaged in inquires preset business processing database, determines in business processing database, with business service keyword pair
The preset business processing program answered, prompts according to business processing program push operation to terminal.It is waited when preset first
When not receiving feedback information in the time, push first terminates prompt to terminal, and first terminates prompt for asking the user whether
Terminate current business service and determine that current business service terminates when receiving the first end feedback information, pushes level-one service
Evaluation table receives the level-one service evaluation table of feedback, according to the level-one service evaluation table of feedback, updates preset business to terminal
Handle the business processing program corresponding with this business service in database.When user service grade is second level, server
Preset user gradation table is inquired according to user identifier, user gradation is determined, according to user gradation, determines User Priority, obtain
The business service keyword in user demand is taken, according to business service keyword, business service type is determined, according to business service
Type and User Priority inquire preset expert's customer service information database, according to each special in expert's customer service information database
The evaluation record sheet of family's customer service, selects corresponding with User Priority expert's customer service, the service prompts of push expert's customer service to end
End.When not receiving feedback information within preset second waiting time, push second, which terminates prompt to terminal, second, to be terminated
Prompt is for asking the user whether that terminating current business service determines current business when receiving the second end feedback information
Service terminates, and pushes secondary service evaluation table to terminal, the secondary service evaluation table of feedback is received, according to the second level of the feedback
Service evaluation table assesses expert's customer service.
In one of the embodiments, as shown in figure 3, S204 includes:
S302: inquiring preset User Information Database according to the account information carried in user identifier, obtains user's letter
Cease user images information corresponding with account information in database；
S304: according to user images information, the human face image information carried in user identifier is matched；
S306: it when matching degree is more than or equal to preset matching degree threshold value, is verified.
Server inquires preset User Information Database, user information number according to the account information carried in user identifier
User is inquired first according to the account information for storing user in library and user images information corresponding with account information, server
Whether with the account information that in user identifier carries identical account information is had in information database, when in User Information Database
There are when identical account information, user images information corresponding with account information is further obtained, is believed according to user images
The human face image information carried in breath matching user identifier is tested when matching degree is more than or equal to preset matching degree threshold value
Card passes through.
Wherein, when user images information can be registered for the first time for user, the user images information of acquisition, when user proposes more
When new application, the user images information that can be updated in User Information Database according to user demand can be to user again when updating
The user images information of secondary upload is verified, i.e., will exist in the user images information of user's upload and User Information Database
Original subscriber's image information match, when matching degree is greater than preset threshold value, corresponding user images can be updated for user
Information.Matching degree threshold value can self-setting as required.The human face image information carried in user identifier can be to mention in user
When business service is requested out, the human face image information that gets in real time.
Above-described embodiment is inquired preset User Information Database according to the account information carried in user identifier, is obtained
User images information corresponding with account information in User Information Database matches in user identifier according to user images information
The human face image information of carrying, when matching degree be more than or equal to preset matching degree threshold value when, be verified, realize to
The accurate validation of family identity.
In one of the embodiments, as shown in figure 4, S206 includes:
S402: when being verified, the business service keyword in user demand is obtained；
S404: according to the preset grade of service table of business service keyword query, user service grade is determined.
When being verified, server obtains the business service keyword in user demand, according to business service keyword
Preset grade of service table is inquired, determines user service grade.Wherein, the clothes of business needed for user service grade refers to user
The grade of business stores the title of each business service and the grade of each business service in grade of service table, each business service
Grade is determined according to the processing difficulty of each business service, the string number that business service keyword can be appointed for realization
Mark.
Above-described embodiment obtains the business service keyword in user demand, is closed according to business service when being verified
Key word inquires preset grade of service table, determines user service grade, realizes the determination to user service grade.
In one of the embodiments, as shown in figure 5, S208 includes:
S502: when user service grade is level-one, the business service keyword in user demand is obtained；
S504: according to the preset business processing database of business service keyword query, determining in business processing database,
Preset business processing program corresponding with business service keyword；
S506: it is prompted according to business processing program push operation to terminal.
When user service grade is level-one, server obtains the business service keyword in user demand, business service
Keyword is determined for business service, according to the preset business processing database of business service keyword query, determines industry
In business processing database, preset business processing program corresponding with business service keyword is pushed according to business processing program
Operation indicating is to terminal.Wherein, the title of each business service and the industry of each business service are stored in business processing database
Business processing routine, business processing program is the program write in advance, for handling corresponding business service.Operation indicating
It can be voice prompting, text prompt, visual prompts etc..
Above-described embodiment obtains the business service keyword in user demand when user service grade is level-one, according to
The preset business processing database of business service keyword query, determines in business processing database, with business service keyword
Corresponding preset business processing program, prompts to terminal according to business processing program push operation, realizes to business service
The processing of request.
In one of the embodiments, as shown in fig. 6, S210 includes:
S602: when user service grade is second level, preset user gradation table is inquired according to user identifier, determines user
Grade；
S604: according to user gradation, User Priority is determined；
S606: the business service keyword obtained in user demand determines business service class according to business service keyword
Type；
S608: according to business service type and User Priority, inquiring preset expert's customer service information database, according to
The evaluation record sheet of each expert's customer service in expert's customer service information database selects expert's customer service corresponding with User Priority；
S610: the service prompts of push expert's customer service to terminal.
When user service grade is second level, server inquires preset user gradation table according to user identifier, determines and uses
Family grade determines User Priority according to user gradation, obtains the business service keyword in user demand, is taken according to business
Business keyword, determines business service type, according to business service type and User Priority, inquires preset expert's customer service letter
Database is ceased, according to the evaluation record sheet of expert's customer service each in expert's customer service information database, is selected corresponding with User Priority
Expert's customer service, push the service prompts of expert's customer service to terminal.Wherein, the account information of user is stored in user gradation table
And the user gradation of each user, user gradation is determined previously according to the business handling situation of user, according to user gradation,
Determine User Priority, when receiving the business service request of multiple users simultaneously, the high user of priority processing priority level,
Include evaluation of each user to the service scenario of expert's customer service in the evaluation record sheet of each expert's customer service, selects excellent with user
The corresponding expert's customer service of first grade refers to being ranked up each expert's customer service according to the evaluation record sheet of expert's customer service, gives priority in arranging for
Evaluate high expert's customer service user high to priority level.
Above-described embodiment inquires preset user gradation table according to user identifier, really when user service grade is second level
Determine user gradation, according to user gradation, determines User Priority, the business service keyword in user demand is obtained, according to industry
Business service keyword, determines business service type, according to business service type and User Priority, inquires preset expert visitor
Information database is taken, according to the evaluation record sheet of expert's customer service each in expert's customer service information database, selection and User Priority
Corresponding expert's customer service pushes the service prompts of expert's customer service to terminal, realizes and requested according to user gradation business service
Processing.
In one of the embodiments, as shown in fig. 7, after S208, comprising:
S702: when not receiving feedback information within preset first waiting time, push first terminates prompt to end
End, first, which terminates prompt, terminates current business service for asking the user whether；
S704: when receiving the first end feedback information, determining that current business service terminates, and pushes level-one service evaluation
Table is to terminal；
S706: receiving the level-one service evaluation table of feedback, according to the level-one service evaluation table of feedback, updates preset business
Handle the business processing program corresponding with this business service in database.
When not receiving feedback information within preset first waiting time, server can push the first end prompt to
Terminal, first, which terminates prompt, terminates current business service for asking the user whether.When receiving the first end feedback information,
Server can determine whether that current business service terminates, and pushes level-one service evaluation table to terminal, receives the level-one service evaluation of feedback
Table, for the level-one service evaluation table of feedback for assessing user to the satisfaction of this business service, server can be according to feedback
Level-one service evaluation table updates the business processing program corresponding with this business service in preset business processing database,
Constantly improve business processing program.Wherein, the first waiting time can self-setting as required.
Above-described embodiment, when not receiving feedback information within preset first waiting time, push first terminates to mention
Show to terminal, first, which terminates prompt, terminates current business service for asking the user whether, when receiving the first end feedback letter
When breath, determining that current business service terminates, push level-one service evaluation table to terminal receives the level-one service evaluation table of feedback,
According to the level-one service evaluation table of feedback, the business corresponding with this business service in preset business processing database is updated
Processing routine realizes the assessment to business service treatment process.
In one of the embodiments, as shown in figure 8, after S210, comprising:
S802: when not receiving feedback information within preset second waiting time, push second terminates prompt to end
End, second, which terminates prompt, terminates current business service for asking the user whether；
S804: when receiving the second end feedback information, determining that current business service terminates, push secondary service evaluation
Table is to terminal；
S806: receiving the secondary service evaluation table of feedback, according to the secondary service evaluation table of the feedback, to expert's customer service
It is assessed.
When not receiving feedback information within preset second waiting time, server can push the second end prompt to
Terminal, second, which terminates prompt, terminates current business service for asking the user whether.When receiving the second end feedback information,
Server can determine whether that current business service terminates, push secondary service evaluation table to terminal, receive the secondary service evaluation of feedback
Table, for the secondary service evaluation table of feedback for assessing user to the satisfaction of this business service, server can be according to feedback
Secondary service evaluation table assesses expert's customer service.Wherein, the second waiting time can self-setting as required.
Above-described embodiment, when not receiving feedback information within preset second waiting time, push second terminates to mention
Show to terminal, second, which terminates prompt, terminates current business service for asking the user whether, when receiving the second end feedback letter
When breath, determining that current business service terminates, push secondary service evaluation table to terminal receives the secondary service evaluation table of feedback,
According to the secondary service evaluation table of the feedback, expert's customer service is assessed, realizes and business service treatment process is commented
Estimate.
It should be understood that although each step in the flow chart of Fig. 2-8 is successively shown according to the instruction of arrow,
These steps are not that the inevitable sequence according to arrow instruction successively executes.Unless expressly stating otherwise herein, these steps
Execution there is no stringent sequences to limit, these steps can execute in other order.Moreover, at least one in Fig. 2-8
Part steps may include that perhaps these sub-steps of multiple stages or stage are not necessarily in synchronization to multiple sub-steps
Completion is executed, but can be executed at different times, the execution sequence in these sub-steps or stage is also not necessarily successively
It carries out, but can be at least part of the sub-step or stage of other steps or other steps in turn or alternately
It executes.
In one embodiment, as shown in figure 9, providing a kind of cloud customer service distributor, comprising: receiving module 902 is tested
Demonstrate,prove module 904, grade classification module 906, first processing module 908 and Second processing module 910, in which:
Receiving module 902, for receiving the business service request for carrying user demand and user identifier；
Authentication module 904, for verifying user identity according to user identifier and preset User Information Database；
Grade classification module 906, for being determined according to user demand and preset grade of service table when being verified
User service grade, user service grade include firsts and seconds；
First processing module 908 is used for when user service grade is level-one, at user demand and preset business
Reason database push operation is prompted to terminal, and operation indicating is for instructing user self-help processing business；
Second processing module 910, for determining user gradation according to user identifier when user service grade is second level,
According to user gradation and user demand, expert's customer service is selected, pushes the service prompts of expert's customer service to terminal.
Above-mentioned cloud customer service distributor is believed after receiving business service request according to user identifier and preset user
Database is ceased, user identity is verified, when being verified, determines that user takes according to user demand and preset grade of service table
Business grade, when user service grade is level-one, push operation is prompted to terminal guidance user self-help processing business, when user takes
When grade of being engaged in is second level, user gradation is determined according to user identifier, according to user gradation and user demand, selects expert visitor
Clothes push the service prompts of expert's customer service to terminal.In this way, it is requested according to business processing grading to user service etc.
Row divides, and by saving the human resources of expert's customer service, realizes the effect for saving human resources.
Authentication module is also used to default according to the account information inquiry carried in user identifier in one of the embodiments,
User Information Database, obtain User Information Database in user images information corresponding with account information, schemed according to user
As information, the human face image information carried in user identifier is matched, when matching degree is more than or equal to preset matching degree threshold value
When, it is verified.
Grade classification module is also used to when being verified in one of the embodiments, obtains the industry in user demand
Service keyword of being engaged in determines user service grade according to the preset grade of service table of business service keyword query.
First processing module is also used to obtain user when user service grade is level-one in one of the embodiments,
Business service keyword in demand determines at business according to the preset business processing database of business service keyword query
It manages in database, preset business processing program corresponding with business service keyword, according to business processing program push operation
It prompts to terminal.
Second processing module is also used to when user service grade is second level, according to user in one of the embodiments,
Mark inquires preset user gradation table, determines user gradation, according to user gradation, determines User Priority, and obtaining user needs
Business service keyword in asking determines business service type according to business service keyword, according to business service type and
User Priority inquires preset expert's customer service information database, according to expert's customer service each in expert's customer service information database
Record sheet is evaluated, selects corresponding with User Priority expert's customer service, the service prompts of push expert's customer service to terminal.
Device further includes adjustment module in one of the embodiments, and adjustment module is used to wait when preset first
When not receiving feedback information in the time, push first terminates prompt to terminal, and first terminates prompt for asking the user whether
Terminate current business service and determine that current business service terminates when receiving the first end feedback information, pushes level-one service
Evaluation table receives the level-one service evaluation table of feedback, according to the level-one service evaluation table of feedback, updates preset business to terminal
Handle the business processing program corresponding with this business service in database.
Device further includes evaluation module in one of the embodiments, and evaluation module is used to wait when preset second
When not receiving feedback information in the time, push second terminates prompt to terminal, and second terminates prompt for asking the user whether
Terminate current business service and determine that current business service terminates when receiving the second end feedback information, pushes secondary service
Evaluation table receives the secondary service evaluation table of feedback, according to the secondary service evaluation table of the feedback, to expert's customer service to terminal
It is assessed.
Specific about cloud customer service distributor limits the restriction that may refer to above for cloud customer service distribution method,
This is repeated no more.Modules in above-mentioned cloud customer service distributor can come fully or partially through software, hardware and combinations thereof
It realizes.Above-mentioned each module can be embedded in the form of hardware or independently of in the processor in computer equipment, can also be with software
Form is stored in the memory in computer equipment, executes the corresponding operation of the above modules in order to which processor calls.
In one embodiment, a kind of computer equipment is provided, which can be server, internal junction
Composition can be as shown in Figure 10.The computer equipment include by system bus connect processor, memory, network interface and
Database.Wherein, the processor of the computer equipment is for providing calculating and control ability.The memory packet of the computer equipment
Include non-volatile memory medium, built-in storage.The non-volatile memory medium is stored with operating system, computer program and data
Library.The built-in storage provides environment for the operation of operating system and computer program in non-volatile memory medium.The calculating
The database of machine equipment is for storing user information data, grade of service table, business processing data, user gradation table and expert
Customer service information data.The network interface of the computer equipment is used to communicate with external terminal by network connection.The computer
To realize a kind of cloud customer service distribution method when program is executed by processor.
It will be understood by those skilled in the art that structure shown in Figure 10, only part relevant to application scheme
The block diagram of structure, does not constitute the restriction for the computer equipment being applied thereon to application scheme, and specific computer is set
Standby may include perhaps combining certain components or with different component layouts than more or fewer components as shown in the figure.
In one embodiment, a kind of computer equipment, including memory and processor are provided, which is stored with
Computer program, the processor perform the steps of when executing computer program
Receive the business service request for carrying user demand and user identifier；
According to user identifier and preset User Information Database, user identity is verified；
When being verified, user service grade, user's clothes are determined according to user demand and preset grade of service table
Grade of being engaged in includes firsts and seconds；
When user service grade is level-one, prompted according to user demand and preset business processing database push operation
To terminal, operation indicating is for instructing user self-help processing business；
When user service grade is second level, user gradation is determined according to user identifier, according to user gradation and user
Demand selects expert's customer service, pushes the service prompts of expert's customer service to terminal.
Above-mentioned cloud customer service distributes computer equipment, after receiving business service request, according to user identifier and preset
User Information Database verifies user identity, when being verified, is determined according to user demand and preset grade of service table
User service grade, when user service grade is level-one, push operation is prompted to terminal guidance user self-help processing business, when
When user service grade is second level, user gradation is determined according to user identifier, according to user gradation and user demand, selection is special
Family's customer service pushes the service prompts of expert's customer service to terminal.In this way, it is requested according to business processing to user service etc.
Grade is divided, and by saving the human resources of expert's customer service, realizes the effect for saving human resources.
In one embodiment, it is also performed the steps of when processor executes computer program
Preset User Information Database is inquired according to the account information carried in user identifier, obtains user information data
User images information corresponding with account information in library；
According to user images information, the human face image information carried in user identifier is matched；
When matching degree is more than or equal to preset matching degree threshold value, it is verified.
In one embodiment, it is also performed the steps of when processor executes computer program
When being verified, the business service keyword in user demand is obtained；
According to the preset grade of service table of business service keyword query, user service grade is determined.
In one embodiment, it is also performed the steps of when processor executes computer program
When user service grade is level-one, the business service keyword in user demand is obtained；
According to the preset business processing database of business service keyword query, determine in business processing database, with industry
The corresponding preset business processing program of service keyword of being engaged in；
It is prompted according to business processing program push operation to terminal.
In one embodiment, it is also performed the steps of when processor executes computer program
When user service grade is second level, preset user gradation table is inquired according to user identifier, determines user gradation；
According to user gradation, User Priority is determined；
The business service keyword obtained in user demand determines business service type according to business service keyword；
According to business service type and User Priority, preset expert's customer service information database is inquired, according to expert
The evaluation record sheet of each expert's customer service in customer service information database selects expert's customer service corresponding with User Priority；
The service prompts of expert's customer service are pushed to terminal.
In one embodiment, it is also performed the steps of when processor executes computer program
When not receiving feedback information within preset first waiting time, push first terminates to prompt to terminal, the
One, which terminates prompt, terminates current business service for asking the user whether；
When receiving the first end feedback information, determine that current business service terminates, push level-one service evaluation table is extremely
Terminal；
The level-one service evaluation table for receiving feedback updates preset business processing according to the level-one service evaluation table of feedback
Business processing program corresponding with this business service in database.
In one embodiment, it is also performed the steps of when processor executes computer program
When not receiving feedback information within preset second waiting time, push second terminates to prompt to terminal, the
Two, which terminate prompt, terminates current business service for asking the user whether；
When receiving the second end feedback information, determine that current business service terminates, push secondary service evaluation table is extremely
Terminal；
The secondary service evaluation table for receiving feedback carries out expert's customer service according to the secondary service evaluation table of the feedback
Assessment.
In one embodiment, a kind of computer readable storage medium is provided, computer program is stored thereon with, is calculated
Machine program performs the steps of when being executed by processor
Receive the business service request for carrying user demand and user identifier；
According to user identifier and preset User Information Database, user identity is verified；
When being verified, user service grade, user's clothes are determined according to user demand and preset grade of service table
Grade of being engaged in includes firsts and seconds；
When user service grade is level-one, prompted according to user demand and preset business processing database push operation
To terminal, operation indicating is for instructing user self-help processing business；
When user service grade is second level, user gradation is determined according to user identifier, according to user gradation and user
Demand selects expert's customer service, pushes the service prompts of expert's customer service to terminal.
Above-mentioned cloud customer service distributes storage medium, after receiving business service request, according to user identifier and preset use
Family information database verifies user identity, when being verified, is determined and is used according to user demand and preset grade of service table
The family grade of service, when user service grade be level-one when, push operation is prompted to terminal guidance user self-help processing business, when with
When the family grade of service is second level, user gradation is determined according to user identifier, according to user gradation and user demand, selects expert
Customer service pushes the service prompts of expert's customer service to terminal.In this way, it is requested according to business processing to user service grade
It is divided, by saving the human resources of expert's customer service, realizes the effect for saving human resources.
In one embodiment, it is also performed the steps of when computer program is executed by processor
Preset User Information Database is inquired according to the account information carried in user identifier, obtains user information data
User images information corresponding with account information in library；
According to user images information, the human face image information carried in user identifier is matched；
When matching degree is more than or equal to preset matching degree threshold value, it is verified.
In one embodiment, it is also performed the steps of when computer program is executed by processor
When being verified, the business service keyword in user demand is obtained；
According to the preset grade of service table of business service keyword query, user service grade is determined.
In one embodiment, it is also performed the steps of when computer program is executed by processor
When user service grade is level-one, the business service keyword in user demand is obtained；
According to the preset business processing database of business service keyword query, determine in business processing database, with industry
The corresponding preset business processing program of service keyword of being engaged in；
It is prompted according to business processing program push operation to terminal.
In one embodiment, it is also performed the steps of when computer program is executed by processor
When user service grade is second level, preset user gradation table is inquired according to user identifier, determines user gradation；
According to user gradation, User Priority is determined；
The business service keyword obtained in user demand determines business service type according to business service keyword；
According to business service type and User Priority, preset expert's customer service information database is inquired, according to expert
The evaluation record sheet of each expert's customer service in customer service information database selects expert's customer service corresponding with User Priority；
The service prompts of expert's customer service are pushed to terminal.
In one embodiment, it is also performed the steps of when computer program is executed by processor
When not receiving feedback information within preset first waiting time, push first terminates to prompt to terminal, the
One, which terminates prompt, terminates current business service for asking the user whether；
When receiving the first end feedback information, determine that current business service terminates, push level-one service evaluation table is extremely
Terminal；
The level-one service evaluation table for receiving feedback updates preset business processing according to the level-one service evaluation table of feedback
Business processing program corresponding with this business service in database.
In one embodiment, it is also performed the steps of when computer program is executed by processor
When not receiving feedback information within preset second waiting time, push second terminates to prompt to terminal, the
Two, which terminate prompt, terminates current business service for asking the user whether；
When receiving the second end feedback information, determine that current business service terminates, push secondary service evaluation table is extremely
Terminal；
The secondary service evaluation table for receiving feedback carries out expert's customer service according to the secondary service evaluation table of the feedback
Assessment.
Those of ordinary skill in the art will appreciate that realizing all or part of the process in above-described embodiment method, being can be with
Relevant hardware is instructed to complete by computer program, the computer program can be stored in a non-volatile computer
In read/write memory medium, the computer program is when being executed, it may include such as the process of the embodiment of above-mentioned each method.Wherein,
To any reference of memory, storage, database or other media used in each embodiment provided herein,
Including non-volatile and/or volatile memory.Nonvolatile memory may include read-only memory (ROM), programming ROM
(PROM), electrically programmable ROM (EPROM), electrically erasable ROM (EEPROM) or flash memory.Volatile memory may include
Random access memory (RAM) or external cache.By way of illustration and not limitation, RAM is available in many forms,
Such as static state RAM (SRAM), dynamic ram (DRAM), synchronous dram (SDRAM), double data rate sdram (DDRSDRAM), enhancing
Type SDRAM (ESDRAM), synchronization link (Synchlink) DRAM (SLDRAM), memory bus (Rambus) direct RAM
(RDRAM), direct memory bus dynamic ram (DRDRAM) and memory bus dynamic ram (RDRAM) etc..
Each technical characteristic of above embodiments can be combined arbitrarily, for simplicity of description, not to above-described embodiment
In each technical characteristic it is all possible combination be all described, as long as however, the combination of these technical characteristics be not present lance
Shield all should be considered as described in this specification.
The several embodiments of the application above described embodiment only expresses, the description thereof is more specific and detailed, but simultaneously
It cannot therefore be construed as limiting the scope of the patent.It should be pointed out that coming for those of ordinary skill in the art
It says, without departing from the concept of this application, various modifications and improvements can be made, these belong to the protection of the application
Range.Therefore, the scope of protection shall be subject to the appended claims for the application patent.
Claims (10)
1. a kind of cloud customer service distribution method, which comprises
Receive the business service request for carrying user demand and user identifier；
According to the user identifier and preset User Information Database, user identity is verified；
When being verified, user service grade, the use are determined according to the user demand and preset grade of service table
The family grade of service includes firsts and seconds；
When the user service grade is level-one, according to the user demand and preset business processing database push operation
Prompt is to terminal, and the operation indicating is for instructing user self-help processing business；
When the user service grade is second level, user gradation is determined according to the user identifier, according to the user gradation
And the user demand, expert's customer service is selected, pushes the service prompts of expert's customer service to terminal.
2. the method according to claim 1, wherein described according to the user identifier and preset user information
Database, verifying user identity include:
Preset User Information Database is inquired according to the account information carried in the user identifier, obtains the user information
User images information corresponding with the account information in database；
According to the user images information, the human face image information carried in the user identifier is matched；
When matching degree is more than or equal to preset matching degree threshold value, it is verified.
3. the method according to claim 1, wherein described when being verified, according to the user demand with
And preset grade of service table determines that user service grade includes:
When being verified, the business service keyword in the user demand is obtained；
According to the preset grade of service table of the business service keyword query, user service grade is determined.
4. the method according to claim 1, wherein it is described when user service grade be level-one when, according to described
User demand and preset business processing database push operation prompt
When user service grade is level-one, the business service keyword in the user demand is obtained；
According to the preset business processing database of the business service keyword query, determine in the business processing database,
Preset business processing program corresponding with the business service keyword；
It is prompted according to the business processing program push operation to terminal.
5. the method according to claim 1, wherein it is described when the user service grade be second level when, according to
The user identifier determines user gradation, according to the user gradation and the user demand, selects expert's customer service, pushes institute
Service prompts to the terminal for stating expert's customer service includes:
When user service grade is second level, preset user gradation table is inquired according to the user identifier, determines user gradation；
According to the user gradation, User Priority is determined；
The business service keyword in the user demand is obtained, according to the business service keyword, determines business service class
Type；
According to the business service type and the User Priority, preset expert's customer service information database is inquired, according to
The evaluation record sheet of each expert's customer service in expert's customer service information database selects expert corresponding with the User Priority
Customer service；
The service prompts of expert's customer service are pushed to terminal.
6. being wrapped the method according to claim 1, wherein described prompt in the push operation to terminal
It includes:
When not receiving feedback information within preset first waiting time, push first terminates prompt to terminal, and described the
One, which terminates prompt, terminates current business service for asking the user whether；
When receiving the first end feedback information, determine that current business service terminates, push level-one service evaluation table to terminal；
The level-one service evaluation table for receiving feedback updates preset business processing according to the level-one service evaluation table of the feedback
Business processing program corresponding with this business service in database.
7. the method according to claim 1, wherein described in the service prompts for pushing expert's customer service to end
After end, comprising:
When not receiving feedback information within preset second waiting time, push second terminates prompt to terminal, and described the
Two, which terminate prompt, terminates current business service for asking the user whether；
When receiving the second end feedback information, determine that current business service terminates, push secondary service evaluation table to terminal；
The secondary service evaluation table for receiving feedback carries out expert's customer service according to the secondary service evaluation table of the feedback
Assessment.
8. a kind of cloud customer service distributor, which is characterized in that described device includes:
Receiving module, for receiving the business service request for carrying user demand and user identifier；
Authentication module, for verifying user identity according to the user identifier and preset User Information Database；
Grade classification module, for being determined and being used according to the user demand and preset grade of service table when being verified
The family grade of service, the user service grade includes firsts and seconds；
First processing module is used for when the user service grade is level-one, according to the user demand and preset business
Processing database push operation is prompted to terminal, and the operation indicating is for instructing user self-help processing business；
Second processing module, for determining user gradation according to the user identifier when the user service grade is second level,
According to the user gradation and the user demand, expert's customer service is selected, pushes the service prompts of expert's customer service to end
End.
9. a kind of computer equipment, including memory and processor, the memory are stored with computer program, feature exists
In the step of processor realizes any one of claims 1 to 7 the method when executing the computer program.
10. a kind of computer readable storage medium, is stored thereon with computer program, which is characterized in that the computer program
The step of method described in any one of claims 1 to 7 is realized when being executed by processor.
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| CN110266981A (en) * | 2019-06-17 | 2019-09-20 | 深圳壹账通智能科技有限公司 | Method, apparatus, computer equipment and the storage medium of video record |
| CN110442786A (en) * | 2019-07-15 | 2019-11-12 | 苏州亿歌网络科技有限公司 | A kind of method, apparatus, equipment and the storage medium of prompt information push |
| CN110532326A (en) * | 2019-07-22 | 2019-12-03 | 平安科技（深圳）有限公司 | Data correlation method, electronic device and computer readable storage medium |
| CN110674395A (en) * | 2019-08-23 | 2020-01-10 | 深圳市新系区块链技术有限公司 | Information pushing method, device and equipment |
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| CN112188013A (en) * | 2020-09-22 | 2021-01-05 | 康佳集团股份有限公司 | Customer service method based on real-time information, storage medium and server |
| CN112396300A (en) * | 2020-11-04 | 2021-02-23 | 武汉悦学帮网络技术有限公司 | Customer service resource allocation method and device, storage medium and electronic equipment |
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| CN113344375A (en) * | 2021-06-01 | 2021-09-03 | 北京十一贝科技有限公司 | Task management method, device, electronic equipment and medium in insurance service process |
| CN117171816A (en) * | 2023-11-02 | 2023-12-05 | 江苏中天互联科技有限公司 | Data verification method based on industrial identification and related equipment |
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