CN110557415A

CN110557415A - online customer service system, user side, server, customer service side and method

Info

Publication number: CN110557415A
Application number: CN201810549217.6A
Authority: CN
Inventors: 尹启绣
Original assignee: Alibaba Group Holding Ltd
Current assignee: Alibaba Group Holding Ltd
Priority date: 2018-05-31
Filing date: 2018-05-31
Publication date: 2019-12-10
Anticipated expiration: 2038-05-31
Also published as: CN110557415B; TW202004610A; WO2019228229A1

Abstract

The application provides a method for determining a target customer service end of an online customer service system, a user end, a customer service end, a server, the online customer service system, a computing device and a computer readable storage medium, and relates to the technical field of data processing. The system comprises a user side, a server and a plurality of customer service sides of a merchant, wherein the server is used for: and acquiring a plurality of pieces of session information corresponding to the user terminals, and determining a target customer service terminal from different customer service terminals when the customer service terminals corresponding to the plurality of pieces of session information are different, wherein each piece of session information corresponds to one user terminal and one customer service terminal. According to the technical scheme, the method and the system for the customer service side have the advantages that multiple customer services of the same merchant are prevented from receiving users of the same user side, subsequent communication experience of the users is improved, and resource waste of the customer service side is reduced.

Description

online customer service system, user side, server, customer service side and method

Technical Field

The present application belongs to the technical field of data processing, and in particular, relates to a method for determining a target customer service end of an online customer service system, a user end, a customer service end, a server, an online customer service system, a computing device, and a computer-readable storage medium.

Background

with the rapid development of the logistics industry and the geographic information technology, more and more E-commerce platforms enter the visual field of people, and online shopping becomes an indispensable part of daily life of people. The target goods for online shopping are also more and more abundant, and generally comprise transportation tickets (such as air tickets, train tickets, bus tickets and the like), art and art event tickets (such as movie tickets, drama tickets, park tickets and the like), daily necessities (such as clothes, foods, household appliances and the like). Because the information of the commodities can be obtained only through the commodity description on the network during online shopping and is difficult to change after ordering, the consultation ratio of the user with the customer service through the online customer service system before and after sale is higher.

In the prior art, when a user communicates with a customer service, information to be consulted is generally input through a user terminal, the customer service terminal receives and displays the consulted information, and the customer service terminal inputs replied information to realize the communication between the user and the customer service. As shown in fig. 1, when Andy communicates with the customer service of the merchant for the first time, the server of the online customer service system establishes a session between the user end corresponding to the user and a customer service end (e.g., A customer service end), so as to implement session communication between the user and the snail at the A customer service end of the merchant. As shown in fig. 2, when the session is ended due to a network failure or the a customer service end goes offline for other reasons, the consultation of Andy by the user is not ended, and the server assigns other customer services (e.g., linda) of the merchant to communicate with the user through other customer service ends (e.g., B customer service end). And when the customer service end A is on line again to recover the conversation with the user, a scene that the same user is simultaneously waited by a plurality of customer services and communicates with the customer services appears. In this scenario, because different customer services do not know that the user has communicated with other customer services, each customer service asks the same question of the user and replies the same consultation information of the user, so that the experience of the user is greatly reduced, the communication efficiency is reduced, and resource waste at the client side in the online customer service system is also caused.

Therefore, how to research and develop a new scheme, which can solve the above technical problems, is a technical problem to be solved in the field.

disclosure of Invention

In view of this, the present application provides a method, a user side, a customer service side, a server, an online customer service system, a computing device, and a computer readable storage medium for determining a target customer service side of an online customer service system, where the server obtains a plurality of pieces of session information corresponding to the user side, and when the customer service sides corresponding to the plurality of pieces of session information belong to different customer service sides of a same merchant, it indicates that the merchant has a plurality of customer services to receive users of the same user side, and at this time, the server determines the target customer service side from different customer service sides, and the target customer service side performs a session with the user side as a unique customer service side of the merchant, thereby improving subsequent communication experience of the users and reducing resource waste at the customer service side.

in order to achieve the above purpose, the present application provides the following technical solutions:

according to a first aspect of the present application, an online customer service system is provided, which comprises a user terminal, a server and a plurality of customer service terminals of a merchant,

The server is configured to: and acquiring a plurality of pieces of session information corresponding to the user terminals, and determining a target customer service terminal from different customer service terminals when the customer service terminals corresponding to the plurality of pieces of session information are different, wherein each piece of session information corresponds to one user terminal and one customer service terminal.

According to a second aspect of the present application, a user terminal is provided, including:

The selected information display module is used for receiving and displaying customer service selected information sent by a server, wherein the customer service selected information is output when the server detects that customer service terminals corresponding to a plurality of session information of the user side are different, and the customer service selected information comprises the customer service terminals corresponding to the plurality of session information;

The selection instruction acquisition module is used for acquiring selection instruction information input by a user according to the customer service selection information;

And the selection instruction sending module is used for sending the selection instruction information to a server so that the server determines the target customer service end according to the selection instruction information.

According to a third aspect of the present application, a customer service end is provided, comprising:

The system comprises a conflict information display module, a conflict display module and a client side, wherein the conflict information display module is used for receiving and displaying conflict prompt information sent by a server, the conflict prompt information comprises a client side corresponding to session information of the client side, and the conflict prompt information is output when the server detects that the client sides corresponding to a plurality of session information of the client side are different;

The selection information input module is used for acquiring selection instruction information input by the customer service corresponding to the customer service end according to the conflict prompt information;

and the confirmation instruction sending module is used for sending the selection instruction information to a server so that the server determines the target customer service end according to the selection instruction information.

according to a fourth aspect of the present application, there is provided a server comprising:

The session information acquisition module is used for acquiring a plurality of session information corresponding to a user terminal;

And the target customer service end determining module is used for determining a target customer service end from different customer service ends when the customer service ends corresponding to the plurality of pieces of session information are different, and each piece of session information corresponds to one user end and one customer service end.

According to a fifth aspect of the present application, a method for determining a target client of an online client system is provided, which is applied to a client, and includes:

Receiving and displaying customer service selection information sent by a server, wherein the customer service selection information is output when the server detects that customer service terminals corresponding to a plurality of session information of a user side are different, and the customer service selection information comprises the customer service terminals corresponding to the plurality of session information;

Acquiring selection instruction information input by a user according to the customer service selection information;

and sending the selection instruction information to a server so that the server determines the target customer service end according to the selection instruction information.

According to a sixth aspect of the present application, a method for determining a target customer service end of an online customer service system is provided, which is applied to a customer service end, and includes:

Receiving and displaying conflict prompt information sent by a server, wherein the conflict prompt information comprises a user side corresponding to session information of the client side, and the conflict prompt information is output when the server detects that the client sides corresponding to a plurality of session information of the user side are different;

Acquiring selection instruction information input by the customer service corresponding to the customer service end according to the conflict prompt information;

According to a seventh aspect of the present application, a method for determining a target client of an online client system is provided, which is applied to a server, and includes:

acquiring a plurality of session information corresponding to a user terminal;

and when the customer service ends corresponding to the plurality of pieces of session information are different, determining a target customer service end from different customer service ends, wherein each piece of session information corresponds to one user end and one customer service end.

According to an eighth aspect of the present application, there is provided a computing device comprising: a processor adapted to implement instructions, and a storage device storing a plurality of instructions, the instructions adapted to be loaded and executed by the processor:

According to a ninth aspect of the present application, there is provided a computer-readable storage medium storing a computer program for executing:

according to a tenth aspect of the present application, there is provided a computing device comprising: a processor adapted to implement instructions, and a storage device storing a plurality of instructions, the instructions adapted to be loaded and executed by the processor:

according to an eleventh aspect of the present application, there is provided a computer-readable storage medium storing a computer program for executing:

According to a twelfth aspect of the present application, there is provided a computing device comprising a processor adapted to implement instructions, and a storage device storing a plurality of instructions adapted to be loaded and executed by the processor:

Acquiring a plurality of session information corresponding to a user terminal;

according to a thirteenth aspect of the present application, there is provided a computer-readable storage medium storing a computer program for execution, comprising:

Acquiring a plurality of session information corresponding to a user terminal;

according to the technical scheme, the server acquires the plurality of session information corresponding to the user side, when the customer service ends corresponding to the plurality of session information belong to different customer service ends of the same merchant, the fact that the merchant has a plurality of customer services to receive users of the same user side is indicated, at the moment, the server determines the target customer service end from the different customer service ends, and the target customer service end serves as the only customer service end of the merchant to have a session with the user side, so that subsequent communication experience of the users is improved, and resource waste of the customer service side is reduced.

In order to make the aforementioned and other objects, features and advantages of the present application more comprehensible, preferred embodiments accompanied with figures are described in detail below.

drawings

in order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings needed to be used in the description of the embodiments or the prior art will be briefly introduced below, it is obvious that the drawings in the following description are only some embodiments described in the present application, and for those skilled in the art, other drawings can be obtained according to the drawings without any creative effort.

FIG. 1 is a diagram illustrating an interface of a user in a session with a customer service of a customer service provider A through a user provider according to the prior art;

FIG. 2 is a diagram illustrating an interface of a user in conversation with a customer service of a B customer service of the same merchant through a user terminal in the prior art;

FIG. 3 is a schematic diagram of an online customer service system according to the present application;

FIG. 4 is a schematic diagram illustrating interaction among a client, a client and a server in an online client system according to the present application;

Fig. 5 is a schematic structural diagram of a user end according to the present application;

FIG. 6 is a schematic diagram illustrating a customer service end according to the present application;

FIG. 7 is a schematic diagram of a server according to the present application;

FIG. 8 is a flow chart illustrating the method for determining a target client of the online client system according to the present application applied to a client;

FIG. 9 is a flow chart illustrating the application of a method for determining a target customer service end of an online customer service system to a customer service end according to the present application;

FIG. 10 is a flow chart illustrating the application of the method for determining a target client of an online client system to a server according to the present application;

FIG. 11 is a schematic diagram illustrating an interface for customer service selection information displayed at a user end according to an embodiment of the present application;

Fig. 12 is a schematic interface diagram illustrating a conflict notification displayed by the customer service end in an embodiment of the present application.

Detailed Description

The technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application, and it is obvious that the described embodiments are only a part of the embodiments of the present application, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present application.

The principles and spirit of the present application are explained in detail below with reference to several representative embodiments of the present application.

Although the present application provides method operational steps or apparatus configurations as illustrated in the following examples or figures, more or fewer operational steps or modular units may be included in the methods or apparatus based on conventional or non-inventive efforts. In the case of steps or structures which do not logically have the necessary cause and effect relationship, the execution sequence of the steps or the module structure of the apparatus is not limited to the execution sequence or the module structure shown in the embodiment or the drawings of the present application. The described methods or modular structures, when applied in an actual device or end product, may be executed sequentially or in parallel according to embodiments or the methods or modular structures shown in the figures.

The following describes a specific embodiment of the present application. Fig. 3 is a schematic structural diagram of an online customer service system according to the present application, please refer to fig. 1, which includes a user terminal 100, a server 200, and a plurality of customer service terminals 300 belonging to the same merchant or the same e-commerce platform.

In one embodiment of the present application, the session information includes ongoing sessions, historical sessions, and session requests initiated by the user side or the customer service side.

in an embodiment of the present application, the client sides corresponding to multiple pieces of session information of the same client side differ from each other, including but not limited to the following application scenarios:

1. as shown in fig. 1, when Andy of a user communicates with a customer service of a merchant for the first time, a server of the online customer service system establishes a session between a user side corresponding to the user and a customer service side (e.g., A customer service side), so as to realize session communication between the user and a snail at the A customer service side of the merchant. As shown in fig. 2, when the session is ended due to a network failure or the a customer service end goes offline for other reasons, the consultation of Andy by the user is not ended, and the server assigns other customer services (e.g., linda) of the merchant to communicate with the user through other customer service ends (e.g., B customer service end). And when the customer service end A is on line again to recover the conversation with the user, a scene that the same user is simultaneously waited by a plurality of customer services of the same merchant and has conversation with the plurality of customer services can occur.

2. As shown in fig. 1, when Andy of a user communicates with a customer service of a merchant for the first time, a server of the online customer service system establishes a session between a user side corresponding to the user and a customer service side (e.g., A customer service side), so as to realize session communication between the user and a snail at the A customer service side of the merchant. And when the consultation of the user is finished, the session is ended, and then the user successfully places the order at the merchant through the user terminal. The customer service (e.g., linda) corresponding to the after-sales customer service end (e.g., customer service end B) of the merchant requests to establish a session with the user end, and if the requesting user confirms whether the delivery address of the order is correct through the user end, the user establishes a session with another customer service end of the merchant, so that a scene that the same user is served by a plurality of customer services and has a session with the plurality of customer services appears.

In the application scenario, the user experience is poor, and the resource waste is also caused to the customer service side.

in the present application, the server 200 is configured to: and acquiring a plurality of pieces of session information corresponding to the user terminals, and determining a target customer service terminal from different customer service terminals when the customer service terminals corresponding to the plurality of pieces of session information are different, wherein each piece of session information corresponds to one user terminal and one customer service terminal. The only target customer service end determined by the server is the customer service end of the user end for conversation in the merchant, so that resource waste of the customer service side can be reduced, and subsequent experience of the user is improved.

fig. 4 is a schematic diagram illustrating interaction among a client, a client and a server in an online client system according to the present application, and referring to fig. 4, in an embodiment of the present application:

S1: the user inputs a session request to the user terminal.

In one embodiment of the application, Andy, the user wants to purchase a certain item in store A, and if the introduction of the item page is questionable, the user outputs a conversation request through the user terminal.

S2: the user terminal initiates a session request.

s3: after receiving the session request of the user terminal, the server distributes the A customer service terminal of the merchant to establish a session with the user terminal.

In one embodiment of the application, the conversation between the user Andy and the service snail corresponding to the customer service end a of the merchant can be realized. The user can communicate with the customer service about the doubts of the related goods.

s4: and the customer service server inputs a session request to the customer service server B.

in one embodiment of the application, after the session between the user Andy and the service snail corresponding to the customer service end A of the merchant is finished, the order placing is successful in the shop A. At this time, the after-sales service (such as linda) of store a inputs a session request, and if Andy of the user is requested to confirm whether the delivery address of the order is correct through the user terminal, the user will establish a session with another service terminal B of the merchant.

the above steps S1 to S4 are an embodiment of session information between the same user terminal and multiple customer service terminals of the same merchant in one embodiment of the present application, and other embodiments are similar and will not be described in detail herein. The following describes in detail how to determine the target customer service end when a scene occurs in which one user is simultaneously served by a plurality of customer services.

s5: and the server acquires a plurality of session information corresponding to the user side.

In an embodiment of the present application, for example, session information corresponding to the client a and the client B is obtained.

s6: the server determines whether the customer service terminals corresponding to the plurality of session information are different.

In one embodiment of the present application, the session information relates to both the user side and the customer service side. When the corresponding clients of the plurality of session information are different, step S7 is executed.

S7: the server determines a target customer service end from different customer service ends.

In one embodiment of the present application, the steps include:

S711: the server outputs the customer service selection information to the user side.

in one embodiment of the present application, the customer service selection information includes a customer service end corresponding to a plurality of session information.

s712: and the user side displays the customer service selection information.

In one embodiment of the present application, the customer service selection information displayed at the user terminal is shown in fig. 11. In the specific embodiment shown in fig. 11, the service selection information includes nicknames of service servers corresponding to different service clients. In other embodiments of the present application, the customer service selection information may further include account numbers of customer services corresponding to different customer service terminals, a time when the customer service performs a session with a user corresponding to the user terminal, content when the customer service performs a session with a user corresponding to the user terminal, and the like.

In other embodiments of the present application, the displaying of the customer service selection information at the user side may also be performed in other manners, which is not described herein again.

S713: and the user inputs selection instruction information according to the customer service selection information.

in one embodiment of the present application, as shown in FIG. 11, Andy may choose to serve 1 Snail cow or 2 linda.

S714: and the user side sends the selection instruction information input by the user to the server.

S715: and the server determines that the customer service end corresponding to the selected instruction information is the target customer service end.

In one embodiment of the present application, as shown in fig. 11, Andy selects customer service 1 snail, and the user is the customer service corresponding to the customer service 1 snail at the target customer service of the store, and the consultation affairs of the user at the store are mainly handled by the customer service. Therefore, the experience of the user in conversation can be improved, the resource waste of the customer service side is reduced, and the condition that one user is simultaneously waited by a plurality of customer services is avoided.

in an embodiment of the present application, the step S7 of determining, by the server, the target client from different clients can be further implemented by:

S72: the server randomly determines one customer service end from different customer service ends as a target customer service end.

in one embodiment of the present application, as shown in fig. 11, the server may select either one of customer service 1 snail or customer service 2linda as the target customer service end.

S731: the server acquires customer service attribute information and/or session time information corresponding to different customer service terminals;

S732: and the server determines one customer service end from different customer service ends as a target customer service end according to the customer service attribute information and/or the session time information.

In one embodiment of the present application, the customer service attribute information generally includes a service range of the customer service, such as before-sale, after-sale, and the like.

In one embodiment of the present application, the session time information generally refers to a start time, an end time, a duration, etc. of the session.

in an embodiment of the application, as shown in fig. 11, the service attribute information obtained by the server shows that customer service 1 snail is pre-sale service, customer service 2linda is post-sale service, and the session start time of the user Andy and the customer service 1 snail is earlier than the session start time of the customer service 2linda, the server may determine the customer service end corresponding to the customer service 1 snail as the target customer service end.

S741: the server outputs conflict prompt information to different customer service terminals;

s742: and different customer service terminals display the conflict prompt information, wherein the conflict prompt information comprises user terminals corresponding to the plurality of session information.

In one embodiment of the present application, a conflict alert displayed by the customer service end is shown in fig. 12.

In other embodiments of the present application, the conflict alert information displayed by the customer service end may also be performed in other manners, which is not described herein again.

S743: and the customer service end acquires the corresponding customer service and inputs the selection instruction information according to the conflict prompt information.

in one embodiment of the present application, as shown in fig. 12, the customer service 2linda inputs selection instruction information through the customer service side, and the selection instruction information is "yes" or "no" in this embodiment. "yes" indicating that customer service 2linda still chooses to continue the session with user Andy, and "no" indicating that customer service 2linda chooses to interrupt the session with user Andy.

S744: and the customer service end sends the selection instruction information input by the customer service to the server.

s745: the server receives selection instruction information sent by different customer service terminals, and determines a target customer service terminal according to the selection instruction information.

In an embodiment of the application, when the server detects that one and only one piece of selection instruction information sent by different customer service terminals is a continued session, the customer service terminal of which the selection instruction information is the continued session is the target customer service terminal.

in an embodiment of the application, when a plurality of pieces of selection instruction information sent by different customer service terminals are in a continuous session, the server screens out one customer service terminal from the plurality of customer service terminals in which the selection instruction information is in the continuous session as a target customer service terminal.

In one embodiment of the present application, the server screening out one customer service end from a plurality of customer service ends whose selection instruction information is a continuous session as a target customer service end includes: acquiring customer service attribute information and/or session time information corresponding to a plurality of customer service terminals of which the selection instruction information is continuous in session; and determining a customer service end as a target customer service end according to the customer service attribute information and/or the session time information.

in one embodiment of the present application, the server screening out one customer service end from a plurality of customer service ends whose selection instruction information is a continuous session as a target customer service end includes: and the server randomly screens out one customer service end from a plurality of customer service ends of which the selection instruction information is continuous conversation as a target customer service end.

in an embodiment of the application, when all the selection instruction information in the selection instruction information sent by different customer service terminals is session stop, the server screens out one customer service terminal from the different customer service terminals as a target customer service terminal.

Specifically, in an embodiment of the present application, the step of the server screening out one client from different clients as a target client includes: acquiring customer service attribute information and/or session time information corresponding to different customer service terminals, and determining one customer service terminal as a target customer service terminal according to the customer service attribute information and/or the session time information.

In one embodiment of the present application, the server selecting one customer service end from different customer service ends as a target customer service end includes: and randomly determining one customer service end from different customer service ends as a target customer service end.

The server obtains a plurality of pieces of session information corresponding to the user side, and when the customer service ends corresponding to the plurality of pieces of session information belong to different customer service ends of the same merchant, it indicates that the merchant has a plurality of customer services to receive the user of the same user side, and at this time, the server determines a target customer service end from the different customer service ends, and the target customer service end is used as the only customer service end of the merchant to have a session with the user side, so that the subsequent communication experience of the user is improved, and the resource waste of the customer service side is reduced.

fig. 5 shows a schematic structural diagram of a ue according to the present application, please refer to fig. 5, where the ue 100 includes:

The selected information display module 101 is configured to receive and display customer service selected information sent by a server, where the customer service selected information is output when the server detects that customer service terminals corresponding to multiple pieces of session information of the user terminal are different, and the customer service selected information includes the customer service terminals corresponding to the multiple pieces of session information.

and a selection instruction obtaining module 102, configured to obtain selection instruction information input by the user according to the customer service selection information.

And the selection instruction sending module 103 is configured to send the selection instruction information to a server, so that the server determines the target client according to the selection instruction information.

Fig. 6 is a schematic structural diagram of a customer service end according to the present application, please refer to fig. 6, where the customer service end 300 includes:

The conflict information display module 301 is configured to receive and display conflict prompt information sent by a server, where the conflict prompt information includes a client corresponding to session information of a client, and the conflict prompt information is conflict prompt information of conflict prompt information that is output when the server detects that the client corresponding to multiple pieces of session information of the client are different.

and a selection information input module 302, configured to acquire selection instruction information input by the customer service corresponding to the customer service end according to the conflict prompt information.

And a confirmation instruction sending module 303, configured to send the selection instruction information to a server, so that the server determines the target client according to the selection instruction information.

Fig. 7 is a schematic structural diagram of a server according to the present application, and referring to fig. 7, the server 200 includes:

A session information obtaining module 201, configured to obtain a plurality of session information corresponding to a user;

And a target customer service end determining module 202, configured to determine a target customer service end from different customer service ends when the customer service ends corresponding to the multiple pieces of session information are different, where each piece of session information corresponds to one user end and one customer service end.

In an embodiment of the present application, the target client determining module 202 is configured to randomly determine one client from different clients as the target client.

in an embodiment of the present application, the target customer service end determining module 202 is configured to obtain customer service attribute information and/or session time information corresponding to different customer service ends; and determining one customer service end from different customer service ends as a target customer service end according to the customer service attribute information and/or the session time information.

In an embodiment of the present application, the target customer service end determining module 202 outputs customer service selection information to the user end, where the customer service selection information includes customer service ends corresponding to a plurality of session information; and receiving selection instruction information sent by the user side, wherein the customer service side corresponding to the selection instruction information is the target customer service side. In the embodiment shown in fig. 11, the user can input the selection instruction information at the user end, and the selection instruction information is customer service 1 snail or customer service 2linda in fig. 11. And when the user selects the customer service 2linda, the customer service end corresponding to the customer service 2linda is the target customer service end.

In an embodiment of the present application, the target customer service end determining module 202 is configured to output conflict prompt information to different customer service ends, where the conflict prompt information includes a user end corresponding to a plurality of session information, receive selection instruction information sent by different customer service ends, and determine the target customer service end according to the selection instruction information.

In this embodiment, the server may further send the selection instruction information input by the customer service corresponding to the customer service end to the corresponding user end, and when the selection instruction information indicates a continuous session, the user corresponding to the user end may know that the customer service corresponding to the customer service end may be used as its only customer service end in the store to perform a subsequent session with the user end. When the selection instruction information is to stop the session, the user corresponding to the user side can know that the customer service corresponding to the customer service side cannot be used as the unique customer service side of the store to perform subsequent session with the user side. Therefore, after the user side receives the selection instruction information of all the customer service sides, one customer service side can be selected from the customer service sides of which the selection instruction information is the continuous conversation to serve as a final target customer service side.

in this embodiment, the server may not send the selection instruction information input by the customer service corresponding to the customer service end to the corresponding user end, and only sends the determined target customer service end to the user end, so as to perform subsequent communication at the target customer service of the store as the user corresponding to the user end.

In an embodiment of the application, when the target customer service end determining module detects that there is only one piece of selection instruction information in the selection instruction information sent by different customer service ends as a continuous session, the customer service end of which the selection instruction information is the continuous session is the target customer service end.

In an embodiment of the application, when the target customer service end determining module detects that a plurality of pieces of selection instruction information sent by different customer service ends are continuous sessions, one customer service end is screened out from the plurality of customer service ends of which the selection instruction information is continuous sessions to serve as the target customer service end.

Specifically, in an embodiment of the present application, the target customer service end determining module obtains customer service attribute information and/or session time information corresponding to a plurality of customer service ends that continue a session, from the selection instruction information; and determining a customer service end as a target customer service end according to the customer service attribute information and/or the session time information.

Specifically, in an embodiment of the present application, the target client determining module randomly selects one client from a plurality of clients whose selection instruction information is continuous session as the target client.

In an embodiment of the application, when the target customer service end determining module detects that all the selection instruction information in the selection instruction information sent by different customer service ends is a stop session, one customer service end is screened out from the different customer service ends to serve as the target customer service end.

Specifically, in an embodiment of the present application, the target customer service end determining module obtains customer service attribute information and/or session time information corresponding to different customer service ends, and determines one customer service end as the target customer service end according to the customer service attribute information and/or session time information.

specifically, in an embodiment of the present application, the target client determining module randomly determines one client from different clients as the target client.

the present application further provides a computing device comprising: a processor adapted to implement instructions, and a storage device storing a plurality of instructions, the instructions adapted to be loaded and executed by the processor:

The present application also proposes a computer-readable storage medium storing a computer program for executing:

the present application further proposes a computing device comprising a processor adapted to implement instructions and a storage device, said storage device storing a plurality of instructions, said instructions being adapted to be loaded and executed by the processor:

Acquiring a plurality of session information corresponding to a user terminal;

The present application further proposes a computer-readable storage medium storing a computer program for execution, comprising:

acquiring a plurality of session information corresponding to a user terminal;

Having described the online customer service system, customer premises, server, computing device, and computer readable storage medium of the present application, the method of the present application is described next with reference to the accompanying figures. The implementation of the method can be referred to the implementation of the system, and repeated details are not repeated.

Fig. 8 is a schematic flow chart illustrating that a method for determining a target client of an online client system according to the present application is applied to a client, and referring to fig. 8, the method includes:

S101: receiving and displaying customer service selection information sent by a server, wherein the customer service selection information is output when the server detects that customer service terminals corresponding to a plurality of session information of a user side are different, and the customer service selection information comprises the customer service terminals corresponding to the plurality of session information;

S102: and acquiring selection instruction information input by the user according to the customer service selection information.

S103: and sending the selection instruction information to a server so that the server determines the target customer service end according to the selection instruction information. In one embodiment of the present application, as shown in fig. 11, Andy selects customer service 1 snail, and the user is the customer service corresponding to the customer service 1 snail at the target customer service of the store, and the consultation affairs of the user at the store are mainly handled by the customer service. Therefore, the experience of the user in conversation can be improved, the resource waste of the customer service side is reduced, and the condition that one user is simultaneously waited by a plurality of customer services is avoided.

fig. 9 is a schematic flow chart illustrating that a method for determining a target client of an online client system according to the present application is applied to a client, and referring to fig. 9, the method includes:

s201: receiving and displaying conflict prompt information sent by a server, wherein the conflict prompt information comprises a user side corresponding to session information of the client side, and the conflict prompt information is output when the server detects that the client sides corresponding to a plurality of session information of the user side are different.

S202: and acquiring selection instruction information input by the customer service corresponding to the customer service end according to the conflict prompt information.

s203: and sending the selection instruction information to a server so that the server determines the target customer service end according to the selection instruction information.

Fig. 10 is a schematic flow chart illustrating that a method for determining a target client of an online client system according to the present application is applied to a server, and referring to fig. 10, the method includes:

S301: acquiring a plurality of session information corresponding to a user terminal;

s302: and when the customer service ends corresponding to the plurality of pieces of session information are different, determining a target customer service end from different customer service ends, wherein each piece of session information corresponds to one user end and one customer service end.

In one embodiment of the present application, step S302 includes: and randomly determining one customer service end from different customer service ends as a target customer service end.

In one embodiment of the present application, step S302 includes: acquiring customer service attribute information and/or session time information corresponding to different customer service terminals; and determining one customer service end from different customer service ends as a target customer service end according to the customer service attribute information and/or the session time information.

in one embodiment of the present application, step S302 includes: outputting customer service selection information to the user side, wherein the customer service selection information comprises customer service sides corresponding to a plurality of session information; and receiving selection instruction information sent by the user side, wherein the customer service side corresponding to the selection instruction information is the target customer service side. In the embodiment shown in fig. 11, the user can input the selection instruction information at the user end, and the selection instruction information is customer service 1 snail or customer service 2linda in fig. 11. And when the user selects the customer service 2linda, the customer service end corresponding to the customer service 2linda is the target customer service end.

In one embodiment of the present application, step S302 includes: and outputting conflict prompt information to different customer service terminals, wherein the conflict prompt information comprises a user terminal corresponding to the plurality of session information, receiving selection instruction information sent by different customer service terminals, and determining a target customer service terminal according to the selection instruction information.

In this embodiment, specifically, the method further includes: and sending selection instruction information input by the customer service corresponding to the customer service end to the corresponding user end, wherein when the selection instruction information is a continuous session, a user corresponding to the user end can know that the customer service corresponding to the customer service end can be used as the only customer service end of the shop to perform a subsequent session with the user end. When the selection instruction information is to stop the session, the user corresponding to the user side can know that the customer service corresponding to the customer service side cannot be used as the unique customer service side of the store to perform subsequent session with the user side. Therefore, after the user side receives the selection instruction information of all the customer service sides, one customer service side can be selected from the customer service sides of which the selection instruction information is the continuous conversation to serve as a final target customer service side.

In this embodiment, specifically, the method further includes: and sending the selection instruction information input by the customer service corresponding to the customer service end to the corresponding user end instead of sending the selection instruction information input by the customer service corresponding to the customer service end to the user end, and sending the determined target customer service end to the user end as the target customer service of the shop corresponding to the user end for subsequent communication.

In an embodiment of the present application, when it is detected in step S302 that only one selection instruction information is a continuation session in the selection instruction information sent by different clients, the client that continues the session is the target client.

In an embodiment of the present application, when it is detected in step S302 that a plurality of selection instruction information sent by different clients are a continuation session, one client is selected from the plurality of clients whose selection instruction information is a continuation session as a target client.

Specifically, in an embodiment of the present application, in step S302, the selection instruction information is obtained as customer service attribute information and/or session time information corresponding to a plurality of customer service terminals that continue a session; and determining a customer service end as a target customer service end according to the customer service attribute information and/or the session time information.

Specifically, in an embodiment of the present application, in step S302, one customer service end is randomly screened out from a plurality of customer service ends whose selection instruction information is continuous session as a target customer service end.

In an embodiment of the present application, when it is detected in step S302 that all the selection instruction information in the selection instruction information sent by different customer service terminals is a session stop, one customer service terminal is screened from the different customer service terminals as a target customer service terminal.

Specifically, in an embodiment of the present application, in step S302, the customer service attribute information and/or session time information corresponding to different customer service clients are obtained, and a customer service client is determined as a target customer service client according to the customer service attribute information and/or session time information.

Specifically, in an embodiment of the present application, in step S302, a client is randomly determined as a target client from different clients.

The technical solution of the present application will be described in detail with reference to specific embodiments. In this specific embodiment, Andy, the user wants to purchase a certain item in store a, and if there is a question about the introduction of the item page, the user outputs a session request through the user terminal. After receiving the session request of the user terminal, the server distributes the A customer service terminal of the merchant to establish a session with the user terminal. Therefore, the conversation between the user Andy and the customer service snail corresponding to the customer service end A of the merchant can be realized. The user can communicate with the customer service about the doubts of the related goods. After the session between the user Andy and the service snail corresponding to the service end A of the merchant is finished, the order placing is successful in the shop A. At this time, the after-sales service (such as linda) of store a inputs a session request, and if Andy of the user is requested to confirm whether the delivery address of the order is correct through the user terminal, the user will establish a session with another service terminal B of the merchant. At this time, session information occurs between the same user side and a plurality of customer service sides of the same merchant.

The server in the online customer service system first obtains session information corresponding to the client and corresponding to the client A and the client B. The corresponding customer service end A and the customer service end B of the two pieces of session information are different, and at the moment, the server needs to determine a target customer service end from different customer service ends.

in one embodiment of the present application, the server outputs customer service selection information to the user side, where the customer service selection information includes a customer service side corresponding to a plurality of session information. The customer service selection information is displayed at the user side, and the customer service selection information displayed at the user side is shown in fig. 11. And then the user inputs selection instruction information according to the customer service selection information. As shown in fig. 11, Andy may select customer service 1 snail or customer service 2 linda. And the user side sends the selection instruction information input by the user to the server. And the server determines that the customer service end corresponding to the selected instruction information is the target customer service end. As shown in fig. 11, Andy selects customer service 1 snail, the user is the customer service corresponding to the customer service 1 snail at the target customer service of the store, and the consultation affairs of the user at the store are mainly taken by the customer service. Therefore, the experience of the user in conversation can be improved, the resource waste of the customer service side is reduced, and the condition that one user is simultaneously waited by a plurality of customer services is avoided.

in an embodiment of the present application, the server randomly determines one client from different clients as a target client. As shown in fig. 11, the server may select either one of customer service 1 snail or customer service 2linda as the target customer service end.

In an embodiment of the application, a server obtains customer service attribute information and/or session time information corresponding to different customer service terminals, and the server determines one customer service terminal from the different customer service terminals as a target customer service terminal according to the customer service attribute information and/or the session time information. The customer service attribute information generally includes a service range of the customer service, such as before-sale, after-sale, and the like. The session time information generally refers to a start time, an end time, a duration, etc. of the session. As shown in fig. 11, the service attribute information obtained by the server indicates that the service 1 snail is a pre-sale service, the service 2linda is an after-sale service, and the session start time of the user Andy with the service 1 snail is earlier than the session start time with the service 2linda, the server may determine the service end corresponding to the service 1 snail as the target service end.

In an embodiment of the present application, the server outputs conflict alert information to different customer service terminals, and the different customer service terminals display the conflict alert information, where the conflict alert information includes a user terminal corresponding to a plurality of session information. A conflict alert displayed by the customer service end is shown in fig. 12. And the customer service end acquires the corresponding customer service and inputs the selection instruction information according to the conflict prompt information. As shown in fig. 12, the customer service provider 2linda inputs selection instruction information, which is "yes" or "no" in this specific embodiment, through the customer service provider. "yes" indicating that customer service 2linda still chooses to continue the session with user Andy, and "no" indicating that customer service 2linda chooses to interrupt the session with user Andy. And the customer service end sends the selection instruction information input by the customer service to the server. The server receives selection instruction information sent by different customer service terminals, and when one and only one selection instruction information in the selection instruction information sent by different customer service terminals is a continuous session, the customer service terminal of which the selection instruction information is the continuous session is the target customer service terminal. When a plurality of pieces of selection instruction information are continuous sessions in the selection instruction information sent by different customer service terminals, the server screens out one customer service terminal from the plurality of customer service terminals of which the selection instruction information is continuous sessions as a target customer service terminal.

Specifically, the step of screening out one customer service end from a plurality of customer service ends of which the selection instruction information is continuous session as a target customer service end by the server comprises: acquiring customer service attribute information and/or session time information corresponding to a plurality of customer service terminals of which the selection instruction information is continuous in session; and determining a customer service end as a target customer service end according to the customer service attribute information and/or the session time information.

specifically, the step of screening out one customer service end from a plurality of customer service ends of which the selection instruction information is continuous session as a target customer service end by the server comprises: and the server randomly screens out one customer service end from a plurality of customer service ends of which the selection instruction information is continuous conversation as a target customer service end.

In an embodiment of the application, after the customer service end sends the selection instruction information input by the customer service to the server, the server can select to send the selection instruction information to the user end. As shown in fig. 12, the customer service provider 2linda inputs selection instruction information, which is "yes" in this embodiment, through the customer service provider. "yes," indicating that customer service 2linda still chooses to continue the session with user Andy. After the server sends the selection instruction information of the customer service 2linda for selecting the continuous session to the user side, the user corresponding to the user side can know that the linda can be used as the target customer service of the user side for carrying out the subsequent session in the shop. Therefore, after the user side receives the selection instruction information of the customer service sides corresponding to the plurality of sessions, the final target customer service side can be selected from the customer service sides which select the continuous session.

in an embodiment of the application, after the customer service end sends the selection instruction information input by the customer service to the server, the server may also choose not to send the selection instruction information to the user end, and only send the finally determined target customer service end to the user end.

In summary, the present application provides a method, a user side, a customer service side, a server, an online customer service system, a computing device, and a computer readable storage medium for determining a target customer service side of the online customer service system, where the server obtains a plurality of pieces of session information corresponding to the user side, and when the customer service sides corresponding to the plurality of pieces of session information belong to different customer service sides of a same merchant, it indicates that the merchant has a plurality of customer services to receive users of the same user side, and at this time, the server determines the target customer service side from the different customer service sides, and the target customer service side performs a session with the user side as a unique customer service side of the merchant, thereby improving subsequent communication experience of the users and reducing resource waste of the customer service side.

It should be noted that while the operations of the method of the present invention are depicted in the drawings in a particular order, this does not require or imply that the operations must be performed in this particular order, or that all of the illustrated operations must be performed, to achieve desirable results. Additionally or alternatively, certain steps may be omitted, multiple steps combined into one step execution, and/or one step broken down into multiple step executions.

although the present application provides method steps as described in an embodiment or flowchart, more or fewer steps may be included based on conventional or non-inventive means. The order of steps recited in the embodiments is merely one manner of performing the steps in a multitude of orders and does not represent the only order of execution. When an actual apparatus or customer service end product executes, it may execute sequentially or in parallel (e.g., parallel processors or multithreaded processing environments, or even distributed data processing environments) according to the method shown in the embodiments or figures. The terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, the presence of additional identical or equivalent elements in a process, method, article, or apparatus that comprises the recited elements is not excluded.

the units, devices, modules, etc. set forth in the above embodiments may be implemented by a computer chip or an entity, or by a product with certain functions. For convenience of description, the above devices are described as being divided into various modules by functions, and are described separately. Of course, in implementing the present application, the functions of each module may be implemented in one or more software and/or hardware, or a module implementing the same function may be implemented by a combination of a plurality of sub-modules or sub-units, and the like. The above-described embodiments of the apparatus are merely illustrative, and for example, the division of the units is only one logical division, and other divisions may be realized in practice, for example, a plurality of units or components may be combined or integrated into another system, or some features may be omitted, or not executed. In addition, the shown or discussed mutual coupling or direct coupling or communication connection may be an indirect coupling or communication connection through some interfaces, devices or units, and may be in an electrical, mechanical or other form.

Those skilled in the art will also appreciate that, in addition to implementing the controller as pure computer readable program code, the same functionality can be implemented by logically programming method steps such that the controller is in the form of logic gates, switches, application specific integrated circuits, programmable logic controllers, embedded microcontrollers and the like. Such a controller may therefore be considered as a hardware component, and the means included therein for performing the various functions may also be considered as a structure within the hardware component. Or even means for performing the functions may be regarded as being both a software module for performing the method and a structure within a hardware component.

the application may be described in the general context of computer-executable instructions, such as program modules, being executed by a computer. Generally, program modules include routines, programs, objects, components, data structures, classes, etc. that perform particular tasks or implement particular abstract data types. The application may also be practiced in distributed computing environments where tasks are performed by remote processing devices that are linked through a communications network. In a distributed computing environment, program modules may be located in both local and remote computer storage media including memory storage devices.

from the above description of the embodiments, it is clear to those skilled in the art that the present application can be implemented by software plus necessary general hardware platform. Based on such understanding, the technical solutions of the present application may be embodied in the form of a software product, which may be stored in a storage medium, such as a ROM/RAM, a magnetic disk, an optical disk, or the like, and includes several instructions for enabling a computer device (which may be a personal computer, a mobile terminal, a server, or a network device) to execute the method according to the embodiments or some parts of the embodiments of the present application.

The embodiments in the present specification are described in a progressive manner, and the same or similar parts among the embodiments are referred to each other, and each embodiment focuses on the differences from the other embodiments. The application is operational with numerous general purpose or special purpose computing system environments or configurations. For example: personal computers, server computers, hand-held or portable devices, tablet-type devices, multiprocessor systems, microprocessor-based systems, set top boxes, programmable electronic devices, network PCs, minicomputers, mainframe computers, distributed computing environments that include any of the above systems or devices, and the like.

While the present application has been described with examples, those of ordinary skill in the art will appreciate that there are numerous variations and permutations of the present application without departing from the spirit of the application, and it is intended that the appended claims encompass such variations and permutations without departing from the spirit of the application.

Claims

1. An on-line customer service system, which is characterized in that the system comprises a user terminal, a server and a plurality of customer service terminals of a merchant,

2. The system of claim 1, wherein the session information comprises ongoing sessions, historical sessions, and session requests initiated by a user side or a customer service side.

3. the system of claim 2, wherein the server determining the target customer service from the different customer service comprises: the server outputs customer service selection information to the user side, wherein the customer service selection information comprises customer service sides corresponding to a plurality of session information;

the user side is used for displaying the customer service selection information and acquiring selection instruction information input by the user according to the customer service selection information;

the server is used for receiving the selection instruction information sent by the user side, and the customer service side corresponding to the selection instruction information is the target customer service side.

4. The system of claim 2, wherein the server determining the target customer service from the different customer service comprises:

acquiring customer service attribute information and/or session time information corresponding to different customer service terminals;

and determining one customer service end from different customer service ends as a target customer service end according to the customer service attribute information and/or the session time information.

5. the system of claim 2, wherein the server determining the target customer service from the different customer service comprises:

And randomly determining one customer service end from different customer service ends as a target customer service end.

6. The system of claim 2, wherein the server determining the target customer service from the different customer service comprises: the server outputs conflict prompt information to different customer service terminals, wherein the conflict prompt information comprises user terminals corresponding to a plurality of session information;

The customer service end is used for displaying the conflict prompt information and acquiring selection instruction information input by the customer service corresponding to the customer service end according to the conflict prompt information;

And the server is used for receiving the selection instruction information sent by different customer service terminals and determining the target customer service terminal according to the selection instruction information.

7. the system of claim 6, wherein the server determining the target customer service end according to the selection instruction information comprises:

and when one and only one piece of selection instruction information is the continuous session in the selection instruction information sent by different customer service terminals, the customer service terminal of which the selection instruction information is the continuous session is the target customer service terminal.

8. The system of claim 6, wherein the server determining the target customer service end according to the selection instruction information comprises:

When a plurality of pieces of selection instruction information are continuous sessions in the selection instruction information sent by different customer service terminals, the server screens out one customer service terminal from the plurality of customer service terminals of which the selection instruction information is continuous sessions as a target customer service terminal.

9. The system of claim 8, wherein the server selects one of the clients whose selection instruction information is the continuation session as the target client, comprising:

the server randomly determines one customer service end as a target customer service end from a plurality of customer service ends of which the selection instruction information is continuous session; or

and acquiring customer service attribute information and/or session time information corresponding to a plurality of customer service terminals of which the selection instruction information is continuous in session, and determining one customer service terminal as a target customer service terminal according to the customer service attribute information and/or the session time information.

10. The system of claim 6, wherein the server determining the target customer service end according to the selection instruction information comprises:

and when all the selection instruction information in the selection instruction information sent by different customer service terminals is the session stop, the server screens out one customer service terminal from the different customer service terminals as a target customer service terminal.

11. The system of claim 10, wherein the server selecting one of the clients as the target client from the different clients comprises:

Randomly determining one customer service end from different customer service ends as a target customer service end; or

Acquiring customer service attribute information and/or session time information corresponding to different customer service terminals, and determining one customer service terminal as a target customer service terminal according to the customer service attribute information and/or the session time information.

12. A user terminal, the user terminal comprising:

13. A customer service end, characterized in that the customer service end comprises:

14. A server, characterized in that the server comprises:

15. a method for determining a target customer service end of an online customer service system, the method being applied to a user end and comprising:

16. A method for determining a target customer service end of an online customer service system, wherein the method is applied to a customer service end, and comprises:

17. A method for determining a target client of an online client system, the method applied to a server, comprising:

Acquiring a plurality of session information corresponding to a user terminal;

18. A computing device, wherein the computing device comprises: a processor adapted to implement instructions, and a storage device storing a plurality of instructions, the instructions adapted to be loaded and executed by the processor:

receiving and displaying customer service selection information sent by a server, wherein the customer service selection information is output when the server detects that customer service sides corresponding to a plurality of session information of a user side are different, and the customer service selection information comprises the customer service sides corresponding to the plurality of session information;

19. a computer-readable storage medium, wherein the computer-readable storage medium stores a computer program for executing:

20. A computing device, wherein the computing device comprises: a processor adapted to implement instructions, and a storage device storing a plurality of instructions, the instructions adapted to be loaded and executed by the processor:

receiving and displaying conflict prompt information sent by a server, wherein the conflict prompt information comprises a user side corresponding to session information of a client side, and the conflict prompt information is output when the server detects that the client sides corresponding to a plurality of session information of the user side are different;

acquiring selection instruction information input by a customer service corresponding to the customer service end according to the conflict prompt information;

21. a computer-readable storage medium, wherein the computer-readable storage medium stores a computer program for executing:

22. A computing device, wherein the computing device comprises: a processor adapted to implement instructions, and a storage device storing a plurality of instructions, the instructions adapted to be loaded and executed by the processor:

Acquiring a plurality of session information corresponding to a user terminal;

23. A computer-readable storage medium, wherein the computer-readable storage medium stores a computer program for executing:

Acquiring a plurality of session information corresponding to a user terminal;