CN110661823A

CN110661823A - Method and device for controlling online consultation user quantity

Info

Publication number: CN110661823A
Application number: CN201810686716.XA
Authority: CN
Inventors: 路超男; 张志波; 陈旭东
Original assignee: Beijing Didi Infinity Technology and Development Co Ltd
Current assignee: Beijing Didi Infinity Technology and Development Co Ltd
Priority date: 2018-06-28
Filing date: 2018-06-28
Publication date: 2020-01-07

Abstract

The application relates to the technical field of communication, in particular to a method and a device for controlling the amount of online consultation users, wherein the method comprises the following steps: monitoring the session state of at least one second client which establishes a session with a first client, wherein the first client is a client used by an online customer service, and the second client is a client used by a user; and controlling the online consultation user amount of the first client according to the number of the second clients of which the session states are active in the at least one second client. By adopting the scheme, the online consultation user amount of the first client is controlled by combining the actual session condition between the online customer service and the user, so that the aim of ensuring the service quality can be achieved, and the processing efficiency of the online customer service can be improved.

Description

Method and device for controlling online consultation user quantity

Technical Field

The present application relates to the field of communications technologies, and in particular, to a method and an apparatus for controlling an amount of online consulting users.

Background

With the rapid development and popularization of the internet, more and more internet products are applied to the daily life of people. For example, people can shop online through shopping application software, and can make a taxi online through taxi application software. Because people inevitably encounter some problems when using the application software, the application software is generally configured with the function of online consultation, and online consultation service is provided by online customer service.

At present, when a user needs to consult a problem, a session can be established and messages can be interacted with a client at an online customer service side by controlling the client at a user side. In order to ensure the quality of service of the online customer service, a manager generally configures a maximum user access amount for the online customer service in advance, so as to limit the number of users that can maintain a session in the same time for each online customer service. However, this way of controlling the number of users accessing the system makes the online customer service inefficient, since the situation of consulting the questions is not the same for each user.

Disclosure of Invention

In view of this, embodiments of the present disclosure provide a method and an apparatus for controlling an amount of online consulting users, so as to improve processing efficiency of online customer service while ensuring quality of service as much as possible.

Mainly comprises the following aspects:

in one aspect, an embodiment of the present application provides a method for controlling an amount of online consulting users, where the method includes:

monitoring the session state of at least one second client which establishes a session with a first client, wherein the first client is a client used by an online customer service, and the second client is a client used by a user;

and controlling the online consultation user amount of the first client according to the number of the second clients of which the session states are active in the at least one second client.

With reference to the first aspect, an embodiment of the present application provides a first possible implementation manner of the first aspect, where the controlling, according to the number of the second clients in the at least one second client whose session state is an active state, the amount of online consulting users of the first client specifically includes:

controlling the amount of online consulting users of the first client according to the number of the second clients of which the session states are active and a dynamically determined first threshold value;

wherein the first threshold is an upper limit value of the number of the second clients of which the session state is an active state.

With reference to the first possible implementation manner of the first aspect, an embodiment of the present application provides a second possible implementation manner of the first aspect, where the controlling, according to the number of the second clients in the at least one second client whose session state is an active state and a dynamically determined first threshold, an amount of online consulting users of the first client specifically includes:

judging whether the number of the second clients of which the session states are active states in the at least one second client is larger than the first threshold value or not;

if not, allowing a third client requesting the session to establish the session with the first client, wherein the third client is a client used by the user;

and if so, forbidding the third client terminal requesting the session to establish the session with the first client terminal.

With reference to the first possible implementation manner of the first aspect, an embodiment of the present application provides a third possible implementation manner of the first aspect, where the first threshold is determined according to the following steps:

and generating the first threshold value according to the attribute information of the online customer service.

With reference to the third possible implementation manner of the first aspect, an embodiment of the present application provides a fourth possible implementation manner of the first aspect, where the generating the first threshold according to the attribute information of the online customer service includes:

and updating the first threshold configured for the first client according to the attribute information of the online customer service recorded in the last time period every other preset time period, and using the updated first threshold in the current time period.

With reference to the fourth possible implementation manner of the first aspect, an embodiment of the present application provides a fifth possible implementation manner of the first aspect, where the updating the first threshold configured for the first client specifically includes:

calculating an evaluation value for representing the service quality level of the online customer service according to the attribute information of the online customer service recorded in the last time period;

updating the first threshold configured for the first client according to the calculated evaluation value.

With reference to the fifth possible implementation manner of the first aspect, this embodiment provides a sixth possible implementation manner of the first aspect, where the updating the first threshold configured for the first client according to the calculated evaluation value specifically includes:

when the calculated evaluation value is greater than a first preset value, increasing the first threshold configured for the first client, and when the calculated evaluation value is less than a second preset value, decreasing the first threshold configured for the first client; alternatively, the first and second electrodes may be,

determining a difference between the calculated evaluation value and a last calculated evaluation value; and when the determined difference is less than zero, reducing the first threshold configured for the first client.

With reference to the first aspect or the third possible implementation manner of the first aspect, an embodiment of the present application provides a seventh possible implementation manner of the first aspect, where the method further includes:

when the ratio of the total number of all third clients requesting a session to the total number of all running first clients is greater than a third preset value, raising the first threshold configured for all first clients.

With reference to the first aspect or the third possible implementation manner of the first aspect, an embodiment of the present application provides an eighth possible implementation manner of the first aspect, where the method further includes:

when the ratio of the total number of all third clients requesting for the session to the total number of all running first clients is greater than a third preset value, selecting a first client meeting a first preset condition from all the first clients according to attribute information corresponding to users of all the first clients; and increasing a first threshold configured for the first client meeting the first preset condition.

With reference to the seventh possible implementation manner or the eighth possible implementation manner of the first aspect, an embodiment of the present application provides a ninth possible implementation manner of the first aspect, where the method further includes:

when the ratio of the number of all third clients requesting the session to the total number of all first clients in operation is smaller than or equal to the third preset value, restoring the first threshold value after the increase to the first threshold value before the increase.

With reference to any one possible implementation manner of the third possible implementation manner to the eighth possible implementation manner of the first aspect, an embodiment of the present application provides a tenth possible implementation manner of the first aspect, where the attribute information includes at least one of:

the working time of the online customer service; the response speed of the online customer service is determined according to the duration of the first client side responding to the session message from the second client side; and the user evaluation value of the online customer service.

With reference to the first aspect, an embodiment of the present application provides an eleventh possible implementation manner of the first aspect, where the controlling, according to the number of the second clients in the at least one second client whose session states are active states, the amount of online consulting users of the first client specifically includes:

controlling the amount of online consultation users of the first client according to the number of the second clients of which the session states are active and the number of the second clients of which the session states are inactive in the at least one second client, and a first threshold and a second threshold which are dynamically determined;

the first threshold is an upper limit value of the number of the second clients of which the session state is an active state, and the second threshold is an upper limit value of the number of the second clients of which the session state is an inactive state.

With reference to the eleventh possible implementation manner of the first aspect, an embodiment of the present application provides a twelfth possible implementation manner of the first aspect, where the controlling an amount of online consulting users of the first client according to the number of the second clients in the at least one second client, of which the session state is an active state, the number of the second clients in the session state is an inactive state, and a dynamically determined first threshold and second threshold specifically includes:

judging whether the first client side reaches any one of the following limiting conditions:

the number of the second clients of the at least one second client whose session state is active state is greater than the first threshold;

the sum of the number of the second clients of the at least one second client whose session state is active and the number of the second clients whose session state is inactive is greater than the sum of the first threshold and the second threshold;

if the condition does not reach any one of the limiting conditions, allowing a fourth client requesting the session to establish the session with the first client, wherein the fourth client is a client used by the user;

and if any one of the limiting conditions is reached, forbidding the fourth client requesting the session to establish the session with the first client.

With reference to the eleventh possible implementation manner of the first aspect, this application example provides a thirteenth possible implementation manner of the first aspect, where the second threshold is determined according to the following steps:

monitoring session states of all second clients which have established sessions with all running first clients;

determining the total number of the second clients of which the session states are the active states and the total number of the second clients of which the session states are the inactive states;

configuring a second threshold for the first client according to the first threshold configured for the first client, and the determined total number of activities and the total number of non-activities.

With reference to the first aspect, an embodiment of the present application further provides a fourteenth possible implementation manner of the first aspect, where the monitoring a session state of at least one second client that has established a session with the first client includes:

for each second client in the at least one second client, when the second client and the first client successfully establish a session, recording the session state of the second client as the active state;

and updating the session state of the second client from the active state to the inactive state after determining that the second client does not send the session message to the first client within a first preset time length.

With reference to the fourteenth possible implementation manner of the first aspect, this application embodiment further provides a fifteenth possible implementation manner of the first aspect, where after the updating the session state of the second client from the active state to the inactive state, the method further includes:

if the second client is determined to send the session message to the first client within a second preset time length, updating the session state of the second client from the inactive state to the active state;

and if the second client side is determined not to send the session message to the first client side within a second preset time length, disconnecting the session established between the second client side and the first client side.

In a second aspect, the embodiment of the present application further provides an apparatus for controlling the amount of online consulting users, the apparatus comprising a monitoring module and a control module, wherein,

the monitoring module is used for monitoring the session state of at least one second client which establishes a session with a first client, wherein the first client is a client used by online customer service, and the second client is a client used by a user;

and the control module is used for controlling the online consultation user amount of the first client according to the number of the second clients of which the session states are active in the at least one second client.

With reference to the second aspect, an embodiment of the present application provides a first possible implementation manner of the second aspect, where the control module is specifically configured to:

With reference to the first possible implementation manner of the second aspect, an embodiment of the present application provides a second possible implementation manner of the second aspect, where the control module is specifically configured to:

In combination with the second aspect, embodiments of the present application provide a third possible implementation manner of the second aspect, where the apparatus further includes:

and the first determining module is used for generating the first threshold according to the dynamically updated attribute information of the online customer service.

With reference to the third possible implementation manner of the second aspect, an embodiment of the present application provides a fourth possible implementation manner of the second aspect, where the first determining module is specifically configured to:

With reference to the fourth possible implementation manner of the second aspect, an embodiment of the present application provides a fifth possible implementation manner of the second aspect, where the first determining module, when updating the first threshold configured for the first client, is specifically configured to:

With reference to the fifth possible implementation manner of the second aspect, this application example provides a sixth possible implementation manner of the second aspect, where the first determining module, when updating the first threshold configured for the first client according to the calculated evaluation value, is specifically configured to:

With reference to the second aspect or the third possible implementation manner of the second aspect, an embodiment of the present application provides a seventh possible implementation manner of the second aspect, where the first determining module is further configured to:

With reference to the second aspect or the third possible implementation manner of the second aspect, in an embodiment of the present application, an eighth possible implementation manner of the second aspect is provided, where the first determining module is further configured to:

when the ratio of the total number of all third clients requesting for the session to the total number of all running first clients is greater than a third preset value, selecting a first client meeting a first preset condition from all the first clients according to attribute information corresponding to users of all the first clients;

and increasing a first threshold configured for the first client meeting the first preset condition.

With reference to the seventh possible implementation manner or the eighth possible implementation manner of the second aspect, an embodiment of the present application provides a ninth possible implementation manner of the second aspect, wherein the first determining module is further configured to:

With reference to any one possible implementation manner of the third possible implementation manner to the eighth possible implementation manner of the second aspect, an embodiment of the present application provides a tenth possible implementation manner of the second aspect, where the attribute information includes at least one of:

the working time of the online customer service;

the response speed of the online customer service is determined according to the duration of the first client side responding to the session message from the second client side;

and the user evaluation value of the online customer service.

With reference to the second aspect, an embodiment of the present application provides an eleventh possible implementation manner of the second aspect, where the control module is further configured to:

With reference to the eleventh possible implementation manner of the second aspect, in an embodiment of the present application, there is provided a twelfth possible implementation manner of the second aspect, where the control module is specifically configured to:

In combination with the eleventh possible implementation manner of the second aspect, the present application provides a thirteenth possible implementation manner of the second aspect, wherein the monitoring module is further configured to:

the device further comprises: a second determining module, configured to determine, among all the second clients, an active total number of the second clients whose session states are the active states and an inactive total number of the second clients whose session states are the inactive states; configuring a second threshold for the first client according to the first threshold configured for the first client, and the determined total number of activities and the total number of non-activities.

With reference to the second aspect, an embodiment of the present application provides a fourteenth possible implementation manner of the second aspect, where the monitoring module is specifically configured to:

In combination with the fourteenth possible implementation manner of the second aspect, the present application provides a fifteenth possible implementation manner of the second aspect, wherein the monitoring module is further configured to:

after the session state of the second client is updated from the active state to the inactive state, if it is determined that the second client sends a session message to the first client within a second preset time period, the session state of the second client is updated from the inactive state to the active state;

In a third aspect, an embodiment of the present application further provides an electronic device, including: a processor, a memory and a bus, wherein the memory stores machine-readable instructions executable by the processor, the processor and the memory communicate via the bus when the electronic device is running, and the machine-readable instructions are executed by the processor to perform the steps of the first aspect or any one of the first to the fifteenth possible embodiments of the first aspect.

In a fourth aspect, this application further provides a computer-readable storage medium, where a computer program is stored on the computer-readable storage medium, and the computer program is executed by a processor to perform the steps in the first aspect or any one of the first to fifteenth possible implementation manners of the first aspect.

By adopting the scheme, the online consultation user amount of the first client is controlled by combining the actual conversation condition between the online customer service and the user. When the number of the second clients with the active session state in at least one second client is large, the online consultation user amount of the first client can be limited, and a few users are allocated to the online customer service, so that the processing pressure of the online customer service can be reduced, and the service quality of the online customer service can be improved; when the number of the second clients in which the session state is the active state in the at least one second client is small, the amount of online consultation users of the first client can be allowed to increase, and some users are allocated to the online customer service, so that the processing efficiency of the online customer service can be improved. Therefore, the method can achieve the purpose of ensuring the service quality and can also improve the processing efficiency of online customer service.

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

Drawings

In order to more clearly illustrate the technical solutions of the embodiments of the present application, the drawings that are required to be used in the embodiments will be briefly described below, it should be understood that the following drawings only illustrate some embodiments of the present application and therefore should not be considered as limiting the scope, and for those skilled in the art, other related drawings can be obtained from the drawings without inventive effort.

Fig. 1 is a schematic diagram illustrating an applicable application scenario provided by an embodiment of the present application;

FIG. 2 is a flow chart illustrating a method for controlling the number of online consulting users according to an embodiment of the present application;

fig. 3 is a flow chart illustrating a process of controlling an online consulting user amount of a first client according to the second embodiment of the present application;

fig. 4 is a flow chart illustrating a process of controlling an online consulting user amount of a first client according to the fourth embodiment of the present application;

fig. 5 is a flowchart illustrating a dynamic configuration of a second threshold according to a fourth embodiment of the present disclosure;

fig. 6 shows a schematic flowchart of monitoring a session state of a second client according to a fifth embodiment of the present application;

fig. 7 is a schematic structural diagram of an apparatus 70 for controlling an amount of online consulting users according to a sixth embodiment of the present application;

fig. 8 shows a schematic structural diagram of an electronic device 80 according to a sixth embodiment of the present application.

Detailed Description

In order to make the objects, technical solutions and advantages of the embodiments of the present application clearer, 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 the embodiments. The following detailed description of the embodiments of the present application is not intended to limit the scope of the claimed application, but is merely representative of selected embodiments of the application. All other embodiments, which can be derived by a person skilled in the art from the embodiments of the present application without making any creative effort, shall fall within the protection scope of the present application.

First, an application scenario to which the present application is applicable will be described. The method and the system can be applied to the scene that the online customer service provides business consultation service for the user. For example, referring to the scenario diagram shown in fig. 1, the system includes clients a 1-An at the user side, clients B1-Bm at the online customer service side, and a service server. Specifically, when the user needs to perform service consultation, the client at the user side may send a session establishment request to the service server under the control of the user. After receiving the session establishment request, the service server can select a client from the clients of the online customer service side according to the working condition of the clients of the online customer service side, and further instruct the clients of the online customer service side and the clients of the user side to establish a session and perform service consultation. The client of one online customer service side can establish a session with the clients of a plurality of user sides at the same time, so that the online customer service can provide business consultation services for a plurality of users at the same time.

In order to ensure the service quality of the online customer service, in the prior art, a maximum user access amount of a client at a user side capable of maintaining a session at the same time is configured for each client at the online customer service side in a manual pre-configuration mode, and when a service server monitors that the user access amount of a certain client at the online customer service reaches the maximum user access amount, the client at the user side which newly requests the session can be stopped being allocated to the client at the online customer service. However, as can be seen from the analysis of the background art, the existing manual pre-configuration mode has the technical problems of low processing efficiency of online customer service and high manual maintenance cost. Based on this, the application provides a method and a device for controlling the amount of online consulting users, so as to solve the technical problems.

The method and the apparatus for controlling the online consultation user amount provided by the present application are described in detail below with reference to specific embodiments. It should be noted that, for convenience of distinction and description, a first client is used to represent a client used by an online customer service, and a second client, a third client, and a fourth client are used to represent clients used by a user, respectively, where the second client is a client that has established a session with the first client, and the third client and the fourth client are clients that newly access a service server and request a session. In addition, in the embodiment of the present application, the service server may manage a plurality of first clients on the online customer service side, and when describing a manner of controlling the online consultation user amount of a single first client, the description is given by taking the single first client used by a single online customer service as an example, and for other first clients on the online customer service side, the online consultation user amounts of other first clients may still be controlled according to the manner provided by the present application.

Example one

As shown in fig. 2, a method for controlling an amount of online consulting users provided in an embodiment of the present application includes:

step 201, the service server monitors the session state of at least one second client that has established a session with the first client.

Here, the service server may monitor the session state of the at least one second client in real time, and update the recorded session state of the at least one second client, so as to determine the service consultation condition between the online customer service and the user in time.

The session state may be an active state or an inactive state, and if the session state of the second client is in the active state, it may be stated that the user using the second client consults the problem more frequently, whereas if the session state of the second client is in the inactive state, it may be stated that the user using the second client consults the problem less frequently.

Step 202, the service server controls the amount of online consulting users of the first client according to the number of the second clients of which the session state is active in the at least one second client.

In the embodiment of the present application, the number of the second clients in which the session state is the active state and the number of the second clients in which the session state is the active state in the at least one second client may reflect the size of the consulting volume currently processed by the online customer service using the first client. In view of the characteristics of the session state, in the embodiment of the present application, the session state of the second client may be used as a reference factor to control the amount of online consulting users of the first client.

When the number of the second clients with the active session state in the at least one second client is large, it can be shown that the number of the online customer service currently processed consultations is large, and at this time, the number of the online consultations of the first client can be limited, and some users are less distributed to the online customer service, so that the processing pressure of the online customer service can be reduced, and the service quality of the online customer service can be improved.

When the number of the second clients in which the session state is active in the at least one second client is small, it can be shown that the amount of the online consulting services currently processed is small, and at this time, the amount of the online consulting users of the first client can be allowed to increase, and some users are allocated to the online customer service more, so that the processing efficiency of the online customer service can be improved.

Example two

With reference to the first embodiment, the service server may control the amount of online consulting users of the first client according to the number of the second clients whose session states are active in the at least one second client. In the second embodiment, an implementation of controlling the online consulting user amount of the first client is described.

In an implementation manner provided by this embodiment two, the amount of online consulting users of the first client may be controlled according to the number of second clients whose session states are active in the at least one second client and the dynamically determined first threshold. The first threshold may be used to characterize an upper limit value of the number of clients that can establish a session with the first client and that are used by a user whose session state is active.

Referring to fig. 3, a schematic flow chart for controlling the online consulting user amount of the first client according to the second embodiment of the present application includes the following steps:

step 301, the service server monitors the session state of at least one second client that has established a session with the first client.

Step 302, the service server determines whether the number of second clients whose session states are active states in at least one second client is greater than a first threshold.

If the determination result is negative, go to step 303; if yes, go to step 304.

In a possible implementation manner, for at least one second client that establishes a session with a first client, a service server may monitor, in real time, the number of second clients in the at least one second client whose session state is an active state, and further determine whether the number of second clients in the session state is greater than a first threshold.

Step 303, the service server allows the third client requesting the session to establish a session with the first client.

When the number of the second clients in the active session state in the at least one second client is not greater than the first threshold, it may be indicated that the number of users whose online customer service can provide the online consultation service has not reached the upper limit, and in this case, it may be indicated that the first client can continue to access the new session, so the service server may allow the third client requesting the session to establish a session with the first client used by the online customer service, so that the online customer service provides the online consultation service for the newly accessed user, thereby improving the processing efficiency of the online customer service.

It should be understood that the service server described in this application allows the third client to establish a session with the first client, which means that the first client can continue to access a new session at present, but does not mean that the service server necessarily allocates the third client to the first client. For example, in practical application, if three first clients among the first clients managed by the service server at present can continue to access a new session, the service server may randomly allocate the third client to any one of the three first clients, or select one first client from the three first clients according to a preset rule, and allocate the third client to the selected first client, and the like.

Step 304, forbidding the third client requesting the session to establish the session with the first client.

When the number of the second clients in which the session state is active in the at least one second client is greater than the first threshold, it may be indicated that the number of users whose online customer service can provide the online consultation service exceeds the upper limit value, and in this case, the third client requesting the session may not be allocated to the first client used by the online customer service any more, so as to ensure the service quality of the online customer service.

It should be understood that the service server described in this application prohibits the third client from establishing a session with the first client, which means that the first client has no capability to continue accessing a new session, and the third client cannot establish a session with the first client temporarily, but may still be allowed to establish a session with the first client when the first client has the capability to continue accessing a new session. And although the third client cannot establish a session with the first client for a while, the service server may allocate the third client to other first clients capable of accessing a new session, so as to ensure that the user using the third client can make a normal online consultation as much as possible.

In the embodiment of the present application, the first threshold is not a fixed value, but is dynamically generated according to the dynamically updated attribute information of the online customer service, which is a user of the first client. The attribute information of the online customer service can be understood as an index for evaluating the service quality level when the online customer service processes the online consultation service.

Specifically, the service server records attribute information of each user of each first client, that is, each online customer service, and for the attribute information of each online customer service, the service server may update the attribute information at intervals, and further dynamically configure a first threshold for the first client used by each online customer service according to the attribute information of each online customer service.

By the mode, the first threshold is configured for each first client dynamically and individually, so that the first threshold can be more fit with the actual processing capacity of each online customer service, the amount of online consultation users is controlled by the first threshold, and the processing efficiency of the online customer service can be better improved.

In one possible design, the attribute information of the online customer service may include, for example, one or more of the following information: the service time of the online customer service, the response speed of the online customer service and the user evaluation value of the online customer service.

The working time of the online customer service may be the total time for the online customer service to process the online consultation service by using the first client, and the total time may be directly monitored and recorded by the service server, or may be monitored and recorded by the first client and then periodically reported to the service server.

The response speed of the online customer service may be determined by the service server according to the duration of the first client responding to the session message from the second client, for example, an average value of the response speeds determined according to the duration of each session message, and the like.

The user rating of the online customer service may be a user of the second client, that is, a rating score input in the second client by the user every time the user completes a consultation service. The second client may upload the user evaluation value input by the user to the service server, and the service server may count an average value of the evaluation scores submitted during a certain period of time at intervals, as the user evaluation value of the online customer service.

Of course, the attribute information of the online customer service in the embodiment of the present application is not limited to the above, and may be configured according to actual requirements in actual application.

By adopting the mode, the online consultation user amount of the first client is controlled by combining the actual conversation situation between the online customer service and the user, so that the aim of ensuring the service quality can be achieved, and the processing efficiency of the online customer service can be improved. In addition, the first threshold value provided by the embodiment of the application is dynamically generated by the server according to the dynamically updated attribute information of the online customer service, and compared with a manual pre-configuration mode, the method not only can save labor cost, but also can enable the configured first threshold value to be more accurately fitted with the processing capacity of each online customer service, so that the processing efficiency of the online customer service can be improved.

EXAMPLE III

In the second embodiment, it is indicated that the service server can dynamically generate the first threshold according to the dynamically updated attribute information of the user of the first client, i.e. the online customer service. In the third embodiment, a manner of dynamically generating the first threshold is described with reference to a specific embodiment.

In the embodiment of the application, the first threshold configured for the first client may be updated every preset time period according to the attribute information of the online customer service recorded in the previous time period, and the updated first threshold is used in the current time period. The value of the preset time period may be configured according to actual requirements in different service scenarios, for example, in a service scenario with high requirements on accuracy and real-time performance, the preset time period may be set to a smaller value, for example, the first threshold is updated every 10 minutes in the above manner.

In a specific implementation, an evaluation value for representing the service quality level of the online customer service may be calculated according to the attribute information of the online customer service recorded in the previous time period.

In an example, assuming that the attribute information of the online customer service includes an attribute a, an attribute B, and an attribute C, weighted values may be respectively assigned to the attribute a, the attribute B, and the attribute C, then attribute values corresponding to the attribute a, the attribute B, and the attribute C are respectively multiplied by the respective weighted values, and then an evaluation value for representing a quality of service level of the online customer service may be obtained by summing up. For the attribute values corresponding to the attributes of different types, normalization processing can be performed first before calculation, and the normalization processing is converted into numerical values on the same magnitude. For example, the attribute a is the operating time of the online customer service, the attribute value corresponding to the attribute a is 2 years, the attribute B is the response speed of the online customer service, the attribute value corresponding to the attribute B is one reply in 1 minute, the attribute C is the user evaluation value of the online customer service, the attribute value corresponding to the attribute C is 80 minutes, and the weights corresponding to the three attributes are 0.2, 0.4 and 0.4 respectively. Further, assuming that the percentage system is used as a standard, after the attribute values corresponding to the attributes are normalized, the attribute value corresponding to the attribute a is 70 points, the attribute value corresponding to the attribute B is 80 points, and the attribute value corresponding to the attribute C is 80 points, then the evaluation value is 78 points through the weighted sum (the specific operation process is 70: 0.2+ 80: 0.4: 78).

Further, it is determined whether the first threshold needs to be updated according to the calculated evaluation value, and the manner of updating the first threshold is as follows:

the first method is as follows: when the calculated evaluation value is greater than the first preset value, the first threshold configured for the first client may be raised. When the calculated evaluation value is smaller than the second preset value, the first threshold configured for the first client may be lowered. The first preset value and the second preset value may be configured according to actual requirements, and may be the same or different, which is not limited in the present application. If the two are not the same, the first threshold configured for the first client may not be updated when it is determined that the calculated evaluation value is between the first preset value and the second preset value.

The second method comprises the following steps: a difference between the currently calculated rating value and the last calculated rating value is calculated, and when the calculated difference is greater than zero, the first threshold configured for the first client may be raised, when the calculated difference is less than zero, the first threshold configured for the first client may be lowered, and when the calculated difference is equal to zero, the first threshold configured for the first client may not be updated.

Further, the manner of determining the increase amount or the decrease amount of the first threshold is described by taking the first manner as an example. In one example, an absolute value of a difference between the evaluation value and the first preset value (or the second preset value) may be calculated, and the increase amount (or the decrease amount) may be determined from the calculated absolute value of the difference.

Specifically, an adjustment rule of the first threshold may be configured in advance, for example, the adjustment rule is as shown in table 1 below:

TABLE 1

Where the absolute value of the calculated difference shown in table 1 is a number greater than or equal to zero, and the increase amount and the decrease amount are positive integers. When the absolute value of the calculated difference falls in different intervals, the increase amount (or decrease amount) is different. For example, in conjunction with the adjustment rule shown in table 1, the first threshold value may be raised by 1 if the absolute value of the difference between the calculated evaluation value and the numerical value of the first preset value is [ 0, 5 ], and the first threshold value may be lowered by 1 if the absolute value of the difference between the calculated evaluation value and the numerical value of the second preset value is [ 0, 5 ].

It should be noted that, in the second mode, the increase amount or the decrease amount of the first threshold may also be determined with reference to the above example, and will not be described in detail here.

In addition, the first threshold value can be adjusted according to the actual requirement of online consultation under some special service scenes. For example, in a service scenario where the online consulting volume of the user is in a peak period, the service server may appropriately increase the first threshold configured for the first client, so as to increase the user access volume of the online consulting service, reduce the waiting time for the user to queue up for accessing the session as much as possible, and achieve the purpose of improving the user experience.

In a specific implementation, the service server may monitor, in real time, the total number of all first clients that are running and the total number of all third clients that currently request a session. When the ratio of the total number of all the third clients requesting the session to the total number of all the first clients in operation is greater than a third preset value, it may be reflected that the current online consultation volume of the user is in a peak period, and in this case, the manner of raising the first threshold may be:

the first method is as follows: the traffic server may raise a first threshold configured for all first clients.

The second method comprises the following steps: the service server may select, according to attribute information corresponding to users of all the first clients, a first client meeting a first preset condition from all the first clients, and further raise a first threshold configured for the first client meeting the first preset condition.

Specifically, the service server may respectively calculate, according to attribute information corresponding to users of all the first clients, an evaluation value of each first client for representing a quality of service level of the online customer service. And then selecting the first client meeting the first preset condition from all the first clients according to the evaluation values corresponding to all the first clients. Here, the first preset condition may be configured, for example, such that the evaluation value is greater than a certain set value.

For example, assuming that all the first clients include 10 first clients identified as 1-10, and their corresponding evaluation values are 70, 82, 90, 80, 67, 75, 85, 90, 85, 78, if the first preset condition is configured that the evaluation value is greater than or equal to 80, then 6 first clients may be selected from the 10 first clients, and the online customer service using the 6 first clients may be regarded as an online customer service with a higher service quality level, so that the first threshold of the 6 first clients may be increased to ensure the service quality of the online customer service.

In addition, in actual application, the increase amount of the first threshold of the first client having a higher evaluation value may be set higher, and the increase amount of the first threshold of the first client having a lower evaluation value may be set lower, according to the height of the evaluation value. Alternatively, the increasing amount of the first threshold may be configured according to actual requirements in the service scenario, for example, when the difference between the ratio of the number of all third clients requesting a session to the total number of all first clients in operation and the third preset value is large, that is, when the online consultation amount of the user is large and the peak period is severe, the increasing amount of the first threshold may be suitably higher, and conversely, the increasing amount of the first threshold may be suitably lower.

In the first manner, the first threshold values of all the first clients can be directly increased, which has the advantages of simpler processing procedure of the service processor and processing time saving. In the second mode, the first threshold of the first client used by some high-quality online customer services can be selectively increased by combining the service quality level of the online customer services, so that the service quality of the online customer services can be better considered. In practical application, which of the two manners is selected according to practical requirements, which is not limited in the present application.

In addition, when the ratio of the number of all the third clients requesting the session to the total number of all the first clients in operation is less than or equal to a third preset value, it can be reflected that the current online consultation volume of the user is not in a peak period, and in this case, the service server can restore the first threshold after the increase to the first threshold before the increase, so as to achieve the purpose of improving the service quality of the online customer service.

Example four

With reference to the first embodiment, the service server may control the amount of online consulting users of the first client according to the number of the second clients whose session states are active in the at least one second client. In the fourth embodiment, another embodiment of controlling the online consulting user amount of the first client is described.

In an implementation manner provided by the fourth embodiment, the service server may control the amount of online consulting users of the first client according to the number of second clients whose session states are active and the number of second clients whose session states are inactive in the at least one second client, and the dynamically determined first threshold and second threshold. The first threshold is an upper limit value of the number of the second clients of which the session state is an active state, and the second threshold is an upper limit value of the number of the second clients of which the session state is an inactive state. For the dynamic determination manner of the first threshold, reference may be made to the related description in the above embodiments, and details are not repeated here. The manner of dynamic determination of the first threshold will be explained below.

Referring to fig. 4, a schematic flow chart for controlling the online consulting user amount of the first client according to the fourth embodiment of the present application includes the following steps:

step 401, the service server monitors the session state of at least one second client that has established a session with the first client.

Step 402, the service server determines whether the first client reaches any one of the following limiting conditions:

(a) the number of second clients of which the session state is an active state in at least one second client is larger than a first threshold;

(b) the sum of the number of second clients in the active state and the number of second clients in the inactive state in the at least one second client is greater than the sum of the first threshold and the second threshold.

If any of the above-mentioned limiting conditions is not met, go to step 403; if any of the above constraints are met, step 404 is performed.

Step 403, allowing the fourth client requesting the session to establish a session with the first client.

Step 404, forbidding the fourth client requesting the session to establish the session with the first client.

For the meanings of enabling and disabling in step 403 and step 404, reference may be made to the description in the second embodiment above, and details are not repeated here.

In the embodiment of the present application, considering that the first threshold is dynamically configured in combination with the attribute information of the online customer service and the service requirement, the second threshold in the present application may also be adaptively dynamically configured.

In a possible implementation manner, the dynamically configuring the second threshold with reference to the flowchart shown in fig. 5 specifically includes the following steps:

step 501, the service server monitors the session states of all the second clients that have established sessions with all the running first clients.

Step 502, the service server determines the total active quantity of all the second clients whose session states are active states and the total inactive quantity of all the second clients whose session states are inactive states.

Step 503, the service server configures a second threshold for the first client according to the first threshold configured for the first client, the determined total number of activities, and the determined total number of non-activities.

In an example, the second threshold may be dynamically configured according to the first threshold, and the session state in all second clients for which a session is currently established. For example, the second threshold may be calculated using the formula:

in the above scheme, by limiting the sum of the number of the second clients in the active state in the session state and the number of the second clients in the inactive state in the at least one second client not to exceed the sum of the first threshold and the second threshold, a situation that a large amount of session resources are occupied by the first client used by the same online customer service can be avoided as much as possible, so that the online consultation user amount of different online customer services can be balanced as much as possible, which is also an implementation manner for improving the service quality level of the online customer service. In addition, the online consultation user amount of the first client is controlled by combining the actual conversation situation between the online customer service and the user, and the processing efficiency of the online customer service can also be improved.

EXAMPLE five

In the first embodiment, it is pointed out that the service server may monitor the session state of at least one second client that has established a session with the first client, in this fifth embodiment, taking any one of the at least one second client as an example, and referring to the flowchart shown in fig. 6, a manner in which the service server monitors the session state of the second client is described with reference to a specific implementation, where the method includes the following steps:

step 601, when the service server determines that the second client successfully establishes the session with the first client, the session state of the second client is recorded as an active state.

In a specific implementation, an initial session state of a second client that successfully establishes a session with a first client may be set to be an active state, and the session state of the second client is updated by monitoring the session conditions of the first client and the second client in real time.

Step 602, the service server determines whether the second client sends the session message to the first client within a first preset duration.

If yes, go to step 603; if the determination result is negative, go to step 604.

Step 603, the service server does not update the session state of the second client, that is, the session state of the second client remains active, and continues to monitor the session state of the second client.

Step 604, the service server updates the session state of the second client from the active state to the inactive state, and continues to monitor the session state of the second client.

In a specific implementation, after determining that the second client has established a session with the first client, the service server may monitor a session condition between the second client and the first client in real time, and if the second client does not send a session message to the first client within a first preset time period, it indicates that a user using the second client does not consult a problem very frequently, and at this time, the session state of the second client may be updated to an inactive state to avoid occupying the number of the second clients in the active state, so that the first client may establish a session with a third client that requests a session more and consult a problem.

Step 605, the service server determines whether the second client sends the session message to the first client within a second preset duration.

If yes, go to step 606; if the determination result is negative, step 607 is executed.

Step 606: and the service server updates the session state of the second client from the inactive state to the active state.

Step 607: the service server disconnects the session established between the second client and the first client.

In specific implementation, in consideration of the real-time performance and accuracy of the session state, the active state and the inactive state may be dynamically switched according to an actual session condition between the second client and the first client. If the second client in the inactive state sends the session message to the first client again within the second preset time, the session state of the second client can be converted into the active state again. If the second client in the inactive state does not send the session message to the first client within the second preset time period, the session between the first client and the second client can be disconnected, so as to reduce the processing pressure of the service server and save the communication resources required for maintaining the session.

In addition, the first preset time and the second preset time can be configured in advance by combining actual requirements of online consultation under different service scenes. For example, the taxi taking application software provides online consulting services of categories such as account authentication, product usage, coupon getting and the like, and then a first preset duration, a second preset duration and the like can be configured for each type of online consulting service respectively according to the basic consulting duration of each type of online consulting service. In addition, the values of the first preset duration and the second preset duration may be the same or different, and the present application does not limit this.

EXAMPLE six

As shown in fig. 7, a schematic structural diagram of an apparatus 70 for controlling an amount of online consulting users provided in the fifth embodiment of the present application includes: a monitoring module 71 and a control module 72; wherein the content of the first and second substances,

a monitoring module 71, configured to monitor a session state of at least one second client that has established a session with a first client, where the first client is a client used by an online customer service, and the second client is a client used by a user;

a control module 72, configured to control an amount of online consulting users of the first client according to the number of the second clients in which the session state is an active state in the at least one second client.

Further, the monitoring module 71 is specifically configured to:

Further, the monitoring module 71 is further configured to:

In a possible implementation, the control module 72 is specifically configured to:

Further, the control module 72 is specifically configured to:

In another possible implementation, the control module 72 is further configured to:

Further, the control module 72 is specifically configured to:

In a possible embodiment, the apparatus further comprises: a first determination module 73; wherein the content of the first and second substances,

and the first determining module 73 is configured to generate the first threshold according to the attribute information of the online customer service.

Further, the first determining module 73 is specifically configured to:

Further, when the first threshold configured for the first client is updated, the first determining module 73 is specifically configured to:

Further, when the first determining module 73 updates the first threshold configured for the first client according to the calculated evaluation value, specifically, is configured to:

Further, the first determining module 73 is further configured to:

Wherein the attribute information includes at least one of:

the working time of the online customer service;

and the user evaluation value of the online customer service.

In a possible embodiment, the monitoring module 71 is further configured to:

the device further comprises: a second determination module 74; wherein the content of the first and second substances,

a second determining module 74, configured to determine, from among the all second clients, an active total number of the second clients whose session states are the active states and an inactive total number of the second clients whose session states are the inactive states; configuring a second threshold for the first client according to the first threshold configured for the first client, and the determined total number of activities and the total number of non-activities.

EXAMPLE seven

As shown in fig. 8, a schematic structural diagram of an electronic device 80 according to a sixth embodiment of the present application includes: a processor 81, a memory 82, and a bus 83;

the memory 82 stores machine-readable instructions executable by the processor 81 (e.g., execution instructions corresponding to the monitoring module 71 and the control module 72 in fig. 7, etc.), when the electronic device 80 runs, the processor 81 communicates with the memory 82 through the bus 83, and when the processor 81 executes the following processes:

In a specific implementation, in the processing executed by the processor 81, the monitoring a session state of at least one second client that has established a session with the first client includes:

In a specific implementation, in the processing executed by the processor 81, after the session state of the second client is updated from the active state to the inactive state, the method further includes:

In a specific implementation, in the processing executed by the processor 81, the controlling, according to the number of the second clients in which the session state is an active state in the at least one second client, an amount of online consulting users of the first client specifically includes:

In a specific implementation, in the processing executed by the processor 81, the controlling an amount of online consulting users of the first client according to the number of the second clients in the at least one second client whose session state is an active state and a dynamically determined first threshold specifically includes:

In a specific implementation, in the processing performed by the processor 81, the first threshold is determined according to the following steps:

In a specific implementation, in the processing executed by the processor 81, the generating the first threshold according to the attribute information of the online customer service includes:

In a specific implementation, in the processing executed by the processor 81, the updating the first threshold configured for the first client specifically includes:

In a specific implementation, in the processing executed by the processor 81, the updating the first threshold configured for the first client according to the calculated evaluation value specifically includes:

In a specific implementation, the processing performed by the processor 81 further includes:

In a specific implementation, in the processing performed by the processor 81, the attribute information includes at least one of the following:

the working time of the online customer service;

and the user evaluation value of the online customer service.

In a specific implementation, in the processing executed by the processor 81, the controlling an amount of online consulting users of the first client according to the number of the second clients in the at least one second client, of which the session state is an active state, the number of the second clients in the session state is an inactive state, and a dynamically determined first threshold and second threshold specifically includes:

In a specific implementation, in the processing performed by the processor 81, the second threshold is determined according to the following steps:

Example eight

An eighth embodiment of the present application further provides a computer-readable storage medium, in which a computer program is stored, and the computer program, when executed by a processor, executes the steps of the method for controlling the amount of online consulting users.

Specifically, the storage medium can be a general storage medium, such as a mobile disk, a hard disk, and the like, and when a computer program on the storage medium is executed, the method for controlling the online consultation user amount can be executed, so that the problem that the processing efficiency of online customer service is low due to a mode of controlling the user access number in the existing mode is solved.

The computer program product of the method for controlling online consultation user amount provided in the embodiment of the present application includes a computer-readable storage medium storing a program code, and instructions included in the program code may be used to execute the method in the foregoing method embodiment.

It is clear to those skilled in the art that, for convenience and brevity of description, the specific working processes of the system and the apparatus described above may refer to the corresponding processes in the foregoing method embodiments, and are not described herein again.

The functions, if implemented in the form of software functional units and sold or used as a stand-alone product, may be stored in a computer readable storage medium. Based on such understanding, the technical solution of the present application or portions thereof that substantially contribute to the prior art may be embodied in the form of a software product stored in a storage medium and including instructions for causing a computer device (which may be a personal computer, a server, or a network device) to execute all or part of the steps of the method according to the embodiments of the present application. And the aforementioned storage medium includes: a U-disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk or an optical disk, and other various media capable of storing program codes.

The above description is only for the specific embodiments of the present application, but the scope of the present application is not limited thereto, and any person skilled in the art can easily conceive of the changes or substitutions within the technical scope of the present application, and shall be covered by the scope of the present application. Therefore, the protection scope of the present application shall be subject to the protection scope of the claims.

Claims

1. A method for controlling the amount of online consulting users, said method comprising:

2. The method according to claim 1, wherein the controlling an amount of online consulting users of the first client according to the number of the second clients whose session states are active in the at least one second client specifically comprises:

3. The method according to claim 2, wherein the controlling an amount of online consulting users of the first client according to the number of the second clients of the at least one second client whose session state is active and the dynamically determined first threshold includes:

4. The method of claim 2, wherein the first threshold is determined according to the steps of:

and generating the first threshold according to the dynamically updated attribute information of the online customer service.

5. The method of claim 4, wherein the generating the first threshold value from the dynamically updated attribute information of the online customer service comprises:

6. The method of claim 5, wherein the updating the first threshold configured for the first client comprises:

7. The method according to claim 6, wherein the updating the first threshold configured for the first client according to the calculated evaluation value specifically includes:

8. The method of claim 4, wherein the method further comprises:

9. The method of claim 4, wherein the method further comprises:

10. The method of claim 8 or 9, wherein the method further comprises:

11. The method of any of claims 4 to 9, wherein the attribute information comprises at least one of:

the working time of the online customer service;

and the user evaluation value of the online customer service.

12. The method according to claim 1, wherein the controlling an amount of online consulting users of the first client according to the number of the second clients whose session states are active in the at least one second client specifically comprises:

13. The method according to claim 12, wherein the controlling an amount of online consulting users of the first client according to the number of the second clients whose session states are active and the number of the second clients whose session states are inactive, and the dynamically determined first threshold and second threshold specifically comprises:

14. The method of claim 12, wherein the second threshold is determined according to the steps of:

configuring a second threshold value for the first client according to the dynamically determined first threshold value, and the determined total number of active devices and the total number of inactive devices.

15. The method of claim 1, wherein monitoring a session state of at least one second client that has established a session with the first client comprises:

16. The method of claim 15, wherein after updating the session state of the second client from the active state to the inactive state, further comprising:

17. An apparatus for controlling an amount of online counsel users, the apparatus comprising:

18. The apparatus of claim 17, wherein the control module is specifically configured to:

19. The apparatus of claim 18, wherein the control module is specifically configured to:

20. The apparatus of claim 18, wherein the apparatus further comprises:

21. The apparatus of claim 20, wherein the first determining module is specifically configured to:

22. The apparatus of claim 21, wherein the first determining module, when updating the first threshold configured for the first client, is specifically configured to:

23. The apparatus of claim 22, wherein the first determining module, when updating the first threshold configured for the first client according to the calculated evaluation value, is specifically configured to:

24. The apparatus of claim 20, wherein the first determining module is further configured to:

25. The apparatus of claim 20, wherein the first determining module is further configured to:

26. The apparatus of claim 24 or 25, wherein the first determining module is further configured to:

27. The apparatus of any of claims 20 to 25, wherein the attribute information comprises at least one of:

the working time of the online customer service;

and the user evaluation value of the online customer service.

28. The apparatus of claim 17, wherein the control module is further configured to:

29. The apparatus of claim 28, wherein the control module is specifically configured to:

30. The apparatus of claim 28, wherein the monitoring module is further configured to:

the device further comprises:

a second determining module, configured to determine, among all the second clients, an active total number of the second clients whose session states are the active states and an inactive total number of the second clients whose session states are the inactive states; configuring a second threshold for the first client according to the first threshold configured for the first client, and the determined total number of activities and the total number of non-activities.

31. The apparatus of claim 17, wherein the monitoring module is specifically configured to:

32. The apparatus of claim 31, wherein the monitoring module is further configured to:

33. An electronic device, comprising: a processor, a memory and a bus, wherein the memory stores machine readable instructions executable by the processor, the processor and the memory communicate via the bus when the electronic device is running, and the machine readable instructions when executed by the processor perform the steps of the method for controlling the amount of online consultants according to any one of claims 1 to 16.

34. A computer-readable storage medium, wherein a computer program is stored on the computer-readable storage medium, and when executed by a processor, the computer program performs the steps of the method for controlling the volume of online consulting users according to any one of claims 1 to 16.