CN110191048A - A kind of customer service information management method and system - Google Patents
A kind of customer service information management method and system Download PDFInfo
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- CN110191048A CN110191048A CN201910557819.0A CN201910557819A CN110191048A CN 110191048 A CN110191048 A CN 110191048A CN 201910557819 A CN201910557819 A CN 201910557819A CN 110191048 A CN110191048 A CN 110191048A
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- customer service
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/02—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/04—Real-time or near real-time messaging, e.g. instant messaging [IM]
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/50—Network services
- H04L67/55—Push-based network services
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/50—Network services
- H04L67/56—Provisioning of proxy services
- H04L67/568—Storing data temporarily at an intermediate stage, e.g. caching
Abstract
The present invention provides a kind of customer service information management method and systems, are related to Internet technical field.This method comprises: establishing message sends task, determine that the configuration of customer service message to be sent, configuration include task names, sending time, task description, send type of message and corresponding public platform；The predetermined time according to configuration from it is predetermined it is data cached in find out the corresponding interaction data of public platform, and interaction data is pushed in message queue；The interaction data in message queue is obtained using multi-process consumption terminal.Task and determining customer service message arrangement are sent by establishing message, interaction data is found out from data cached according to configuration and obtains interaction data using multi-process consumption terminal, so as to realize to the automatic customer service message management of user's interaction, the efficiency of customer service message management is improved.
Description
Technical field
The present invention relates to Internet technical fields, and in particular to a kind of customer service information management method and system.
Background technique
With the development of internet technology, wechat public platform is more and more made as a kind of information published method
With and concern.Usually numerous public platforms is operated and managed by public platform operation platform.
Authorize the public platform of public platform operation platform, all interactive information of user (for example, concern, click menu,
Send message), by being all buffered after server interface in the database.Wechat customer service message interface allows to produce in 48 hours
The user of raw interactive information sends message.Since wechat public platform quantity is larger on platform, concern user is more, therefore generate
Interactive information is huge, by artificial treatment customer service message inefficiency, can no longer meet operation needs.Accordingly, it is desirable to provide
A kind of customer service information management method and system to handle customer service message in time.
Summary of the invention
It is an object of the present invention in view of the deficiency of the prior art, provide a kind of customer service information management method and
System, to solve the problems, such as wechat public platform customer service Message Processing low efficiency.
To achieve the above object, The technical solution adopted by the invention is as follows:
In a first aspect, the present invention provides a kind of customer service information management method, for managing the customer service message of public platform, institute
The method of stating includes:
It establishes message and sends task, the configuration of customer service message to be sent is determined, when configuration includes task names, sends
Between, task description, send type of message and corresponding public platform；
The predetermined time according to configuration from it is predetermined it is data cached in find out the corresponding interaction data of public platform, and will
Interaction data is pushed in message queue；
The interaction data in message queue is obtained using multi-process consumption terminal.
Optionally, it is described the predetermined time according to configuration from it is predetermined it is data cached in find out public platform corresponding
Interaction data, and before interaction data is pushed in message queue, further includes:
Obtain the interactive information and timestamp between unique identifier, user and the public platform of user；
According to timestamp, unique identifier and interactive information are ranked up sequentially in time, to form ordered set；
The data in ordered set other than predetermined amount of time are removed by timed task script, it is data cached to be formed.
Optionally, the method also includes:
Establish delay customer service message, type of message and corresponding public platform to interaction style and delay time, transmission into
Row configuration；
Delay customer service message arrangement data are added in data cached.
Optionally, after the customer service message arrangement data that will be delayed are added in data cached, further includes:
When user interacts with public platform generation, the delay customer service message of corresponding public platform is read by multi-process consumption terminal
Cached configuration, to determine the need for forward delay interval customer service message；
When needing forward delay interval customer service message, delay customer service message task to be sent is pushed to forward delay interval customer service
The queue of message；
The delay customer service message task in the queue is obtained by multi-process consumption terminal.
Optionally, sending type of message includes picture and text, text and small routine.
Second aspect, the present invention also provides a kind of customer service message management systems, for managing the customer service message of public platform,
The system comprises:
Customer service message arrangement module sends task for establishing message, determines the configuration of customer service message to be sent, configure
Including task names, sending time, task description, send type of message and corresponding public platform；
Interaction data pushing module, for the predetermined time according to configuration from it is predetermined it is data cached in find out the public
Number corresponding interaction data, and interaction data is pushed in message queue；
Interaction data obtains module, for using multi-process consumption terminal to obtain the interaction data in message queue.
Optionally, it the system also includes data cached formation module, is used for:
Obtain the interactive information and timestamp between unique identifier, user and the public platform of user；
According to timestamp, unique identifier and interactive information are ranked up sequentially in time, to form ordered set；
The data in ordered set other than predetermined amount of time are removed by timed task script, it is data cached to be formed.
Optionally, the system also includes delay customer service message to establish module, is used for:
Establish delay customer service message, type of message and corresponding public platform to interaction style and delay time, transmission into
Row configuration；
Delay customer service message arrangement data are added in data cached.
Optionally, the system also includes delay customer service message tasks to obtain module, is used for:
When user interacts with public platform generation, the delay customer service message of corresponding public platform is read by multi-process consumption terminal
Cached configuration, to determine the need for forward delay interval customer service message；
When needing forward delay interval customer service message, delay customer service message task to be sent is pushed to forward delay interval customer service
The queue of message；
The delay customer service message task in the queue is obtained by multi-process consumption terminal.
Optionally, sending type of message includes picture and text, text and small routine.
The beneficial effect comprise that
Customer service information management method of the invention includes: to establish message to send task, determines customer service message to be sent
Configuration, configuration include task names, sending time, task description, send type of message and corresponding public platform；In the predetermined time
According to configuration from it is predetermined it is data cached in find out the corresponding interaction data of public platform, and interaction data is pushed to message
In queue；The interaction data in message queue is obtained using multi-process consumption terminal.Task and determining visitor are sent by establishing message
Message arrangement is taken, interaction data is found out from data cached according to configuration and obtains interaction data using multi-process consumption terminal, from
And it may be implemented to improve the efficiency of customer service message management to the automatic customer service message management of user's interaction.
Detailed description of the invention
In order to illustrate the technical solution of the embodiments of the present invention more clearly, below will be to needed in the embodiment attached
Figure is briefly described, it should be understood that the following drawings illustrates only certain embodiments of the present invention, therefore is not construed as pair
The restriction of range for those of ordinary skill in the art without creative efforts, can also be according to this
A little attached drawings obtain other relevant attached drawings.
Fig. 1 shows the flow diagram of customer service information management method provided in an embodiment of the present invention；
Fig. 2 shows the structural schematic diagrams of customer service message management system provided in an embodiment of the present invention.
Specific embodiment
Following will be combined with the drawings in the embodiments of the present invention, and technical solution in the embodiment of the present invention carries out clear, complete
Site preparation description, it is clear that described embodiments are only a part of the embodiments of the present invention, instead of all the embodiments.It is based on
Embodiment in the present invention, it is obtained by those of ordinary skill in the art without making creative efforts every other
Embodiment shall fall within the protection scope of the present invention.
It is all authorization arrive public platform operation platform public platforms, all interactive information of user (concern, click menu,
Send message), by being all buffered after server interface in the database.Wechat customer service message interface allows to produce in 48 hours
The user of raw interactive information sends message, it is therefore desirable to which to this part, interactive information is filtered, and is achieved in that redis (one
Kind open source write using ANSI C language, support network, it is memory-based also can persistence log type key value database)
Caching establishes an ordered set, the openid (unique user identity mark) of the storage user in set and type of interaction etc.
Information, each member's correlation time, which stabs, in set comes recording time information and sequence, is removed by timed task script each
Data in public platform interactive information set other than 48 hours.Since WeChat ID quantity is larger, concern user is more, therefore generates
Interactive information it is huger, it is therefore desirable to a suitable productive consumption model is established to this partial data to handle in time
Customer service message.
Fig. 1 shows the flow diagram of customer service information management method provided in an embodiment of the present invention, as shown in Figure 1, this
The customer service information management method that invention provides is used to manage the customer service message of public platform, which comprises
Step 101 establishes message transmission task, determines the configuration of customer service message to be sent.Wherein, configuration includes sending
The task names of task, task description, send type of message and corresponding public platform at sending time.
Step 102, the predetermined time according to configuration from it is predetermined it is data cached in find out the corresponding interaction of public platform
Data, and interaction data is pushed in message queue.
Wherein, message queue for example can be redis message queue.
Step 103 obtains the interaction data in message queue using multi-process consumption terminal.
In practical applications, the transmission of common customer service message needs newly to establish a task, determines that related transmission customer service disappears
The configuration of breath includes task name, sending time, description, the type of message (picture and text, text, small routine) of transmission and relevant
Public platform, then at the appointed time basis is configured to find out the interaction data of this part public platform in caching, and these data
It is pushed to queue, queue consumption task is finally read using multi-process consumption terminal.
Customer service information management method of the invention includes: to establish message to send task, determines customer service message to be sent
Configuration, configuration include task names, sending time, task description, send type of message and corresponding public platform；In the predetermined time
According to configuration from it is predetermined it is data cached in find out the corresponding interaction data of public platform, and interaction data is pushed to message
In queue；The interaction data in message queue is obtained using multi-process consumption terminal.Task and determining visitor are sent by establishing message
Message arrangement is taken, interaction data is found out from data cached according to configuration and obtains interaction data using multi-process consumption terminal, from
And it may be implemented to improve the efficiency of customer service message management to the automatic customer service message management of user's interaction.
Optionally, it is described the predetermined time according to configuration from it is predetermined it is data cached in find out public platform corresponding
Interaction data, and before interaction data is pushed in message queue, further includes:
Obtain the interactive information and timestamp between unique identifier, user and the public platform of user；
According to timestamp, unique identifier and interactive information are ranked up sequentially in time, to form ordered set；
The data in ordered set other than predetermined amount of time are removed by timed task script, it is data cached to be formed.
Optionally, the method also includes:
Establish delay customer service message, type of message and corresponding public platform to interaction style and delay time, transmission into
Row configuration；
Delay customer service message arrangement data are added in data cached.
In practical applications, the customer service message that is delayed and common customer service message are different, and be delayed customer service message calls user
After generating specified interactive information, customer service message is sent according to the delay time in configuration.Specifically, newly-built one first is prolonged
When customer service message, configure interaction style and delay time, the type of message of transmission and relevant public platform.Add completion
Afterwards, these data are added in caching, data can be filled in specified queue whenever generation interactive information by user, pass through consumption
When the processing of end, the delay customer service message cached configuration of corresponding public platform is read, is disappeared to determine the need for the customer service of forward delay interval
Breath, and ((be by RabbitMq the queue that the delay customer service message task that needs are sent is pushed to forward delay interval customer service message
Realize advanced message queue protocol (AMQP) open source message broker software) plus extension realize), by multi-process consumption terminal come into
Row consumption.
Optionally, after the customer service message arrangement data that will be delayed are added in data cached, further includes:
When user interacts with public platform generation, the delay customer service message of corresponding public platform is read by multi-process consumption terminal
Cached configuration, to determine the need for forward delay interval customer service message；
When needing forward delay interval customer service message, delay customer service message task to be sent is pushed to forward delay interval customer service
The queue of message；
The delay customer service message task in the queue is obtained by multi-process consumption terminal.
Optionally, sending type of message includes picture and text, text and small routine.
In practical applications, user generates the bean vermicelli interacted in 48 hours with public platform, can send any customer service message,
Customer service message supports link, picture and text and small routine at present.But it is important to note that public platform is wanted to reply small routine, it is necessary to
Binding relationship is carried out in advance, otherwise can find the case where can not replying.If the bean vermicelli total amount of some public platform is 100,000 powder,
In there are 2000 powder to have interaction recently, then only this 2000 powder can receive message.It is interacted again after the transmission of customer service message
Bean vermicelli cannot receive message.Because bean vermicelli information needs to record in advance, the bean vermicelli information interacted after transmission can not be recorded.
Optionally, customer service message can also include template message.In order to send template message, first drawing template establishment is needed, so
Template is selected to be sent in template task afterwards, transmission while can also specify crowd, send template message.It can pass through
Increase all types of templates newly as follows: drawing template establishment task fills in task names, then template is selected to carry out filling in for other content.
Different templates can correspond to different filling data contents.
In addition, as shown in Fig. 2, the present invention also provides a kind of customer service message management systems, for managing the visitor of public platform
Message is taken, specifically, for implementing customer service information management method provided by the above embodiment of the present invention, the system comprises:
Customer service message arrangement module 201 sends task for establishing message, determines the configuration of customer service message to be sent,
Configuration includes task names, sending time, task description, sends type of message and corresponding public platform；
Interaction data pushing module 202, for the predetermined time according to configuration from it is predetermined it is data cached in find out
The corresponding interaction data of public platform, and interaction data is pushed in message queue；
Interaction data obtains module 203, for using multi-process consumption terminal to obtain the interaction data in message queue.
Optionally, it the system also includes data cached formation module, is used for:
Obtain the interactive information and timestamp between unique identifier, user and the public platform of user；
According to timestamp, unique identifier and interactive information are ranked up sequentially in time, to form ordered set；
The data in ordered set other than predetermined amount of time are removed by timed task script, it is data cached to be formed.
Optionally, the system also includes delay customer service message to establish module, is used for:
Establish delay customer service message, type of message and corresponding public platform to interaction style and delay time, transmission into
Row configuration；
Delay customer service message arrangement data are added in data cached.
Optionally, the system also includes delay customer service message tasks to obtain module, is used for:
When user interacts with public platform generation, the delay customer service message of corresponding public platform is read by multi-process consumption terminal
Cached configuration, to determine the need for forward delay interval customer service message；
When needing forward delay interval customer service message, delay customer service message task to be sent is pushed to forward delay interval customer service
The queue of message；
The delay customer service message task in the queue is obtained by multi-process consumption terminal.
Optionally, sending type of message includes picture and text, text and small routine.
The above embodiments merely illustrate the technical concept and features of the present invention, and its object is to allow ordinary skill people
Member can understand the contents of the present invention and be implemented, it is not intended to limit the scope of the present invention, it is all according to the present invention
Equivalent change or modification made by Spirit Essence, should be covered by the scope of protection of the present invention.
Claims (10)
1. a kind of customer service information management method, which is characterized in that for managing the customer service message of public platform, which comprises
It establishes message and sends task, the configuration of customer service message to be sent is determined, when the configuration includes task names, sends
Between, task description, send type of message and corresponding public platform；
The predetermined time according to the configuration from it is predetermined it is data cached in find out the corresponding interaction data of public platform, and will
The interaction data is pushed in message queue；
The interaction data in the message queue is obtained using multi-process consumption terminal.
2. the method according to claim 1, wherein described true from advance according to the configuration in the predetermined time
It is fixed it is data cached in find out the corresponding interaction data of public platform, and before the interaction data is pushed in message queue,
Further include:
Obtain the interactive information and timestamp between unique identifier, user and the public platform of user；
According to timestamp, unique identifier and interactive information are ranked up sequentially in time, to form ordered set；
The data in ordered set other than predetermined amount of time are removed by timed task script, it is data cached to be formed.
3. the method according to claim 1, wherein further include:
Establish delay customer service message matches interaction style and delay time, the type of message of transmission and corresponding public platform
It sets；
Delay customer service message arrangement data are added in data cached.
4. according to the method described in claim 3, it is characterized in that, being added in the customer service message arrangement data that will be delayed slow
After in deposit data, further includes:
When user interacts with public platform generation, cached by the delay customer service message that multi-process consumption terminal reads corresponding public platform
Configuration, to determine the need for forward delay interval customer service message；
When needing forward delay interval customer service message, delay customer service message task to be sent is pushed to forward delay interval customer service message
Queue；
The delay customer service message task in the queue is obtained by multi-process consumption terminal.
5. method according to claim 1 to 4, which is characterized in that the transmission type of message include picture and text,
Text and small routine.
6. a kind of customer service message management system, which is characterized in that for managing the customer service message of public platform, the system comprises:
Customer service message arrangement module sends task for establishing message, determines the configuration of customer service message to be sent, the configuration
Including task names, sending time, task description, send type of message and corresponding public platform；
Interaction data pushing module, for the predetermined time according to it is described configuration from it is predetermined it is data cached in find out the public
Number corresponding interaction data, and the interaction data is pushed in message queue；
Interaction data obtains module, for using multi-process consumption terminal to obtain the interaction data in message queue.
7. system according to claim 6, which is characterized in that further include data cached formation module, be used for:
Obtain the interactive information and timestamp between unique identifier, user and the public platform of user；
According to timestamp, unique identifier and interactive information are ranked up sequentially in time, to form ordered set；
The data in ordered set other than predetermined amount of time are removed by timed task script, it is data cached to be formed.
8. system according to claim 6, which is characterized in that further include that delay customer service message establishes module, be used for:
Establish delay customer service message matches interaction style and delay time, the type of message of transmission and corresponding public platform
It sets；
Delay customer service message arrangement data are added in data cached.
9. system according to claim 8, which is characterized in that further include that delay customer service message task obtains module, be used for:
When user interacts with public platform generation, cached by the delay customer service message that multi-process consumption terminal reads corresponding public platform
Configuration, to determine the need for forward delay interval customer service message；
When needing forward delay interval customer service message, delay customer service message task to be sent is pushed to forward delay interval customer service message
Queue；
The delay customer service message task in the queue is obtained by multi-process consumption terminal.
10. system according to any one of claims 6 to 9, which is characterized in that the transmission type of message includes figure
Text, text and small routine.
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