It is on 06 05th, 2014 that the application, which is application No. is the 2014102469343, applying date, entitled " a kind of
The divisional application of the application for a patent for invention of call processing method, device and equipment based on smart machine ".
Summary of the invention
The technical problem to be solved by the application is to provide a kind of call processing methods based on smart machine, to solve
The customer service system of APP can not get the problem of user uses the relevant operation information of APP in the prior art, further, by
Waste problem that is obstructed and causing the communication resource excessive is dialed or dials in the repetition for crossing multi-user, further, moreover it is possible to
It promotes user and uses the usage experience of the APP installed in smart machine.
Present invention also provides a kind of call-processing arrangement and equipment based on smart machine, to guarantee that the above method exists
Realization and application in practice.
To solve the above-mentioned problems, this application discloses a kind of call processing methods based on smart machine, comprising:
In response to the request of the corresponding service calls of calling current application program APP of user's triggering, the APP institute is monitored
The talking state of integrated smart machine;
Judge that the talking state indicates whether that service calls described in active calls fail, if it is, according to the use
The user behaviors log that family operates the current APP determines the APP problem that active calls are related to;
The APP problem is sent to the server end of the APP.
Optionally, the judgement talking state indicates whether that service calls described in active calls fail, comprising:
It has occurred from the free time to busy in talking state again to the user and visitor in the case where idle variation, judging record
Whether the air time for taking phone is zero.
Optionally, the talking state for monitoring the smart machine that the APP is integrated, comprising:
Starting one talking state for monitoring the smart machine that the current APP is integrated, independent listening-in line
Journey.
Optionally, the server end that the APP problem is sent to the current APP, comprising:
Present encoding corresponding with the APP problem is obtained from preset database, is preserved not in the database
The corresponding relationship of same APP problem and coding;
The corresponding present encoding is sent to the server end of current APP.
Optionally, the user behaviors log according to current APP described in the user's operation determines the APP that active calls are related to
Problem, comprising:
User behaviors log by analyzing the current APP determines active user's abnormal behavior;
Determine the corresponding APP problem of active user's abnormal behavior.
Optionally, further includes:
In the case where there is multiple APP problems, according to the corresponding problem magnitude of the multiple APP problem to the multiple
APP problem is ranked up;
The then corresponding server end that the APP problem is sent to the APP, are as follows: in sequence successively by institute
State the server end that multiple APP problems are sent to APP.
This application discloses a kind of call-processing arrangements based on smart machine, comprising:
Monitoring module, the request of the corresponding service calls of calling current application program APP for being triggered in response to user,
Monitor the talking state for the smart machine that the APP is integrated;
Judgment module, for judging that the talking state indicates whether that service calls described in active calls fail;
Determining module, for the result of the judgment module be in the case where, according to described in the user's operation when
The user behaviors log of preceding APP determines the APP problem that active calls are related to;
Sending module, for the APP problem to be sent to the server end of the APP.
Optionally, the judgment module includes:
Submodule is determined, for determining that talking state has occurred from the free time to busy again to idle variation;
Judging submodule, for judging whether the air time of active calls service calls of record is zero.
Optionally, the monitoring module, specifically includes:
Promoter module, for starting an independent listening thread;
Listening thread, for monitoring the talking state for the smart machine that the APP is integrated.
Optionally, the sending module includes:
Acquisition submodule, for obtaining present encoding corresponding with the current APP problem, institute from preset database
State the corresponding relationship that APP problem and coding are preserved in database;
Sending submodule, for the corresponding present encoding to be sent to the server end of APP.
Optionally, the determining module includes:
It determines exception submodule, determines active user's abnormal behavior for the user behaviors log by analyzing the current APP;
Problem submodule is determined, for determining the corresponding APP problem of active user's abnormal behavior.
Optionally, further includes:
Sorting module, in the case where there is multiple APP problems, the problem etc. corresponding according to the multiple APP problem
Grade is ranked up the multiple APP problem;
The then corresponding sending module, is specifically used for: the multiple APP problem being successively sent to APP in sequence
Server end.
This application discloses a kind of call-processing devices based on smart machine, comprising:
Call-processing arrangement any one of above-mentioned.
Compared with prior art, the application includes following advantages:
In the embodiment of the present application, the customer service system of APP can be made in user by monitoring the talking state of smart machine
In the case where dialing different service calls, it still is able to get the relevant operation information that user uses APP, further,
Waste problem that is obstructed and causing the communication resource excessive can be dialed or dialed to avoid due to the repetition for crossing multi-user, then into one
Step, moreover it is possible to promote user and use the usage experience of the APP installed in smart machine.
Certainly, any product for implementing the application does not necessarily require achieving all the advantages described above at the same time.
Specific embodiment
Below in conjunction with the attached drawing in the embodiment of the present application, technical solutions in the embodiments of the present application carries out clear, complete
Site preparation description, it is clear that described embodiments are only a part of embodiments of the present application, instead of all the embodiments.It is based on
Embodiment in the application, it is obtained by those of ordinary skill in the art without making creative efforts every other
Embodiment shall fall in the protection scope of this application.
The application can be used in numerous general or special purpose computing device environment or configurations.Such as: personal computer, service
Device computer, handheld device or portable device, laptop device, multi-processor device including any of the above devices or devices
Distributed computing environment etc..
The application can describe in the general context of computer-executable instructions executed by a computer, such as program
Module.Generally, program module includes routines performing specific tasks or implementing specific abstract data types, programs, objects, group
Part, data structure etc..The application can also be practiced in a distributed computing environment, in these distributed computing environments, by
Task is executed by the connected remote processing devices of communication network.In a distributed computing environment, program module can be with
In the local and remote computer storage media including storage equipment.
With reference to Fig. 1, a kind of flow chart of the call processing method embodiment based on smart machine of the application, this reality are shown
It applies on each host that example can be applied in cloud computing system, the present embodiment may comprise steps of:
Step 101: in response to the request of the corresponding service calls of the current APP of calling of user's triggering, monitoring the APP institute
The talking state of integrated smart machine.
In the embodiment of the present application, user may meet when the application APP installed on using smart machine
To some problems, such as when being paid the bill using cell phone software, the multiple check errors of password, or in playing game process, repeatedly
Call equipment unsuccessfully etc., then user can pass through the service calls that the current APP of triggering is provided in the display interface on mobile phone
Shortcut link is seeked advice to dial the service calls of current APP.If user triggers the shortcut link of service calls, this
Apply for that embodiment needs to start the prison to the talking state (for example, connection or access failure) of the APP smart machine integrated
It listens.
Specifically, can be used for by starting one when monitoring the talking state for the smart machine that the APP is integrated
The mode for monitoring the independent listening thread of the talking state for the smart machine that the APP is integrated is realized.The behaviour of smart machine
Making system, generally all opening has telephone monitoring state class interface, is somebody's turn to do then creating an independent listening thread in APP and calling
Telephone monitoring state class interface, forms a readable new object, and the state that then listening thread reads the object can obtain
Obtain the talking state of smart machine.
Step 102: judge that the talking state indicates whether that service calls described in active calls fail, if it is, into
Enter step 103.
During monitoring talking state, listening thread can with talking state that real-time judge currently listens to whether table
Show that active calls service calls fail.Specifically realize when, can by talking state have occurred from the free time to it is busy again to
In the case where idle variation, judge whether the air time of the active calls service calls of record is zero.For example, the thread is supervised
The talking state heard is changed to from idle (CALL_STATE_IDLE) and is just dialed (CALL_STATE_OFFHOOK), and is changed
To the free time, if it does, then reading last air time record, illustrate to connect if the air time is greater than zero, and
Illustrate to be not switched on if the air time is equal to zero, i.e., active calls service calls fail.
It should be noted that in this step, if not judging to obtain the failure of active calls service calls, not executing
Follow-up process.
Step 103: the user behaviors log according to current APP described in the user's operation determines that the corresponding APP of active calls is asked
Topic.
If listening thread judges to obtain user and do not get through service calls, which can be dialed obstructed service calls and led to
Know that then APP can be according to the user behaviors log of operation APP in user's nearly a period of time, to determine user's active calls customer service to APP
The corresponding APP problem of phone.APP can save the user behaviors log of user in a period of time, can specifically be answered according to the reality of APP
The different periods is set with scene demand, such as Alipay wallet can save the user behaviors log in 1~3 day.
It is understood that directly this step can be realized in the presence of local in User action log by APP.Certainly, APP can also
User action log is synchronized to server end, then, server end can also be asked according to the synchronous user behaviors log of APP
The positioning of topic.But User action log is since data volume is larger, and User action log is synchronized to server end can consume
Take more flow and the communication resource, therefore, is judged under normal circumstances by APP according to the User action log being locally stored
?.
It, can be in the following ways when this step implements: first passing through the user behaviors log determination for analyzing the current APP
Active user's abnormal behavior, then determine the corresponding APP problem of active user's abnormal behavior.For example, coming for Alipay wallet APP
It says, user's possibility, which repeatedly inputted correct payment cipher on the cashier page in 2 days, can not all verify success, then
Determine user behavior exception, and the problem of the extremely corresponding APP problem of the user behavior is payment cipher verification failure.
It in practical applications, can be in advance by the abnormal behaviour that user is likely to occur and the APP that the abnormal behaviour is determined
Problem, it is corresponding to save into a specific database, it goes to match in database again when waiting subsequent execution step 103 and is
It can.
Step 104: the APP problem is sent to the server end of the APP.
The interface channel that the APP problem oriented is established by APP application system and the customer service system of APP is (usual
Have the connection of https agreement, the connection of tcp agreement, the unlimited various agreement connection types of this programme, foundation of being subject to communicates to connect) hair
Send to the server end of APP, for example, can be sent to APP customer service system (third party enterprise be contact staff service user mention
The customer service workbench of confession), answer corresponding to various APP problems is preserved in server end, then wherein
The corresponding answer of the problem of retrieving current APP.Subsequent contact staff can see answer and then pass through the answer short
The other modes such as letter, phone or mail actively inform user.
Specifically, APP can be accomplished by the following way when APP problem to be sent to the customer service system of APP:
Step A1: present encoding corresponding with the current APP problem, the database are obtained from preset database
In preserve the corresponding relationship of APP problem and coding;
Because when with Chinese character description APP problem, data volume may be such that because Chinese character is excessive and larger,
APP can be in advance various APP problems setting coding, for example, P0 indicates the problem of the payment cipher mistake of security classes, P1 is indicated
The information for inquiring class inquires the problem of failing, etc..So firstly, APP can APP problem is corresponding with coding to close from preserving
Present encoding corresponding with current APP problem is got in the database of system.
Step A2: the corresponding present encoding is sent to the server end of APP.
Present encoding is sent to the customer service system of APP again, because process transmission is to encode, just than transmission
Chinese character more saves flow.
It is understood that in various embodiments, can also include: before step 104
Step 100: in the case where there is multiple APP problems, according to the corresponding problem magnitude of the multiple APP problem to institute
Multiple APP problems are stated to be ranked up.
If the current APP problem finally determined has multiple, such as the input of user's payment cipher is wrong, and inquires
Interface display is abnormal, then can arrange according to grade the problem of division in advance for APP problem this multiple APP problem
Sequence.For example, security classes problem definition is highest, the relevant issues etc. including payment cipher, and inquiring class problem can then determine
Justice be lowermost level, for example, query interface show it is abnormal etc..So, if current multiple APP problems have security classes problem also to have
Class problem is inquired, then is sent before security classes problem being come inquiry class problem accordingly.
Corresponding step 104 just needs successively to be sent to the multiple APP problem according to the collating sequence of step 100
The customer service system of APP.
Sending APP problem in sequence can guarantee that important problem can preferentially be sent to customer service system, thus may be used
Prior problem answers are preferentially provided for user, so that user be made to obtain under the premise of saving transfer resource and flow
Better use experience.
Refering to what is shown in Fig. 2, being the signaling diagram of the specific example of the application embodiment of the method in practical applications.Wherein
Each step have corresponding description in Fig. 1, details are not described herein.
As it can be seen that in the embodiment of the present application, the talking state by monitoring smart machine can make the customer service system of APP exist
In the case that user dials different service calls, it still is able to get the relevant operation information that user uses APP, further
, waste problem that is obstructed and causing the communication resource excessive can also be dialed or dial to avoid due to the repetition for crossing multi-user,
Further, moreover it is possible to promote user and use the usage experience of the APP installed in smart machine.
For the aforementioned method embodiment, for simple description, therefore, it is stated as a series of action combinations, still
Those skilled in the art should understand that the application is not limited by the described action sequence, because according to the application, it is certain
Step can be performed in other orders or simultaneously.Secondly, those skilled in the art should also know that, it is described in the specification
Embodiment belong to preferred embodiment, necessary to related actions and modules not necessarily the application.
It is corresponding with method provided by a kind of call processing method embodiment based on smart machine of above-mentioned the application, ginseng
See Fig. 3, the call-processing arrangement embodiment based on smart machine that present invention also provides a kind of, in the present embodiment, the device
May include:
Module 301 is monitored, the calling current application program corresponding service calls of APP for triggering in response to user are asked
It asks, monitors the talking state for the smart machine that the APP is integrated.
Wherein, in various embodiments, the monitoring module 301, can specifically include:
Promoter module, for starting an independent listening thread;With listening thread is collected for monitoring the APP
At smart machine talking state.
Judgment module 302, for judging that the talking state indicates whether that service calls described in active calls fail.
Wherein, in various embodiments, the judgment module 302 can specifically include:
Submodule is determined, for determining that talking state has occurred from the free time to busy again to idle variation;With judge son
Module, for judging whether the air time of active calls service calls of record is zero.
Determining module 303, for the result of the judgment module be in the case where, according to described in the user's operation
The user behaviors log of current APP determines the APP problem that active calls are related to.
Wherein, the determining module in various embodiments, can specifically include:
It determines exception submodule, determines active user's abnormal behavior for the user behaviors log by analyzing the current APP;
With problem submodule is determined, for determining the corresponding APP problem of active user's abnormal behavior.
Sending module 304, for the APP problem to be sent to the server end of the APP.
Wherein, in various embodiments, the sending module 304 can specifically include:
Acquisition submodule, for obtaining present encoding corresponding with the current APP problem, institute from preset database
State the corresponding relationship that APP problem and coding are preserved in database;With, sending submodule, for by the corresponding current volume
Code is sent to the server end of APP.
Wherein, in various embodiments, described device can also include:
Sorting module, in the case where there is multiple APP problems, the problem etc. corresponding according to the multiple APP problem
Grade is ranked up the multiple APP problem;The then corresponding sending module 304, specifically can be used for: in sequence successively
The multiple APP problem is sent to the server end of APP.
Present invention also provides a kind of call-processing device based on smart machine, which may, for example, be intelligence and sets
It is standby, the call-processing arrangement above-mentioned based on smart machine is integrated on the CPU of the equipment.
It should be noted that all the embodiments in this specification are described in a progressive manner, each embodiment weight
Point explanation is the difference from other embodiments, and the same or similar parts between the embodiments can be referred to each other.
For device class embodiment, since it is basically similar to the method embodiment, so being described relatively simple, related place ginseng
See the part explanation of embodiment of the method.
Finally, it is to be noted that, herein, relational terms such as first and second and the like be used merely to by
One entity or operation are distinguished with another entity or operation, without necessarily requiring or implying these entities or operation
Between there are any actual relationship or orders.Moreover, the terms "include", "comprise" or its any other variant meaning
Covering non-exclusive inclusion, so that the process, method, article or equipment for including a series of elements not only includes that
A little elements, but also including other elements that are not explicitly listed, or further include for this process, method, article or
The intrinsic element of equipment.In the absence of more restrictions, the element limited by sentence "including a ...", is not arranged
Except there is also other identical elements in the process, method, article or apparatus that includes the element.
The call processing method based on smart machine, device and server provided herein have been carried out in detail above
It introduces, specific examples are used herein to illustrate the principle and implementation manner of the present application, the explanation of above embodiments
It is merely used to help understand the present processes and its core concept;At the same time, for those skilled in the art, according to this
The thought of application, there will be changes in the specific implementation manner and application range, in conclusion the content of the present specification is not answered
It is interpreted as the limitation to the application.