CN111131453A - Service request response method and device, computer equipment and storage medium - Google Patents
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Abstract
The invention discloses a service request response method, a service request response device, computer equipment and a storage medium, which are applied to the technical field of communication and are used for solving the problem of low query efficiency of the conventional dispatching mode. The method provided by the invention comprises the following steps: after receiving a customer service request of a customer, determining each service label required by the customer according to the customer information and the customer service request of the customer; respectively acquiring bitmaps corresponding to the service tags as target bitmaps; carrying out bitwise AND operation on each acquired target bitmap to obtain a result bitmap; determining a bit with the value of 1 from the result bitmap as a target bit; and forwarding the customer service request to a customer service staff corresponding to the target position so that the customer service staff corresponding to the target position responds to the customer service request.
Description
Technical Field
The present invention relates to the field of communications technologies, and in particular, to a service request response method and apparatus, a computer device, and a storage medium.
Background
With the increasing importance of the public on the service of products, many enterprises are equipped with a large number of customer service staff to the customers before, during and after sale, and meanwhile, more challenges and requirements are provided for the reasonable and efficient dispatching of the customer service staff.
At present, a remote centralized operation system is commonly used in the industry to dispatch customer service personnel, the system can mark various dispatch labels for different customer service personnel, when a customer requests service, the system selects different dispatch labels according to the request of the customer, then inquires the customer service personnel with the dispatch labels, and arranges the customer service personnel to respond to the request of the customer according to the inquiry result. However, the dispatching method can greatly improve the calculation amount of the system along with the increase of the number of customer service staff and the number of dispatching labels, so that the query efficiency of the system is gradually reduced, the dispatching timeliness is reduced, and the customer experience is influenced.
Therefore, finding a method for improving the efficiency of dispatching query for the customer service personnel becomes an urgent problem to be solved by those skilled in the art.
Disclosure of Invention
The embodiment of the invention provides a service request response method, a service request response device, computer equipment and a storage medium, and aims to solve the problem that the query efficiency is low in the conventional dispatching mode.
A service request response method, comprising:
after receiving a customer service request of a customer, determining each service label required by the customer according to customer information of the customer and the customer service request;
respectively acquiring a bitmap corresponding to each service label as a target bitmap, wherein each service label is preset with a corresponding bitmap, each bit of the bitmap is preset with a corresponding relation with different customer service personnel, the bit value on the bitmap is 1 to represent that the customer service personnel has the service label corresponding to the bitmap, and the bit value is 0 to represent that the customer service personnel does not have the service label corresponding to the bitmap;
carrying out bitwise AND operation on each acquired target bitmap to obtain a result bitmap;
determining a bit with the value of 1 from the result bitmap as a target bit;
and forwarding the customer service request to a customer service staff corresponding to the target position so that the customer service staff corresponding to the target position responds to the customer service request.
A service request response device comprising:
the service label determining module is used for determining each service label required by a client according to client information of the client and a customer service request after receiving the customer service request of the client;
the target bitmap acquisition module is used for respectively acquiring bitmaps corresponding to the service tags as target bitmaps, wherein each service tag is preset with a corresponding bitmap, each bit of the bitmap is preset with a corresponding relation with different customer service personnel, the bit value on the bitmap is 1 to represent that the customer service personnel has the service tag corresponding to the bitmap, and the bit value on the bitmap is 0 to represent that the customer service personnel does not have the service tag corresponding to the bitmap;
the bit and operation module is used for carrying out bit and operation on each acquired target bitmap to obtain a result bitmap;
a target bit determining module, configured to determine, from the result bitmap, a bit with a value of 1 as a target bit;
and the customer service request forwarding module is used for forwarding the customer service request to a customer service staff corresponding to the target position so that the customer service staff corresponding to the target position can respond to the customer service request.
A computer device comprising a memory, a processor and a computer program stored in said memory and executable on said processor, said processor implementing the steps of the above-mentioned service request response method when executing said computer program.
A computer-readable storage medium, in which a computer program is stored which, when being executed by a processor, carries out the steps of the above-mentioned service request response method.
After receiving a customer service request of a customer, determining each service label required by the customer according to customer information of the customer and the customer service request; then, respectively acquiring a bitmap corresponding to each service label as a target bitmap, wherein each service label is preset with a corresponding bitmap, each bit of the bitmap is preset with a corresponding relation with different customer service personnel, the bit value on the bitmap is 1 to represent that the customer service personnel has the service label corresponding to the bitmap, and the bit value on the bitmap is 0 to represent that the customer service personnel does not have the service label corresponding to the bitmap; then, carrying out bitwise AND operation on each acquired target bitmap to obtain a result bitmap; then, determining a bit with the value of 1 from the result bitmap as a target bit; and finally, forwarding the customer service request to a customer service staff corresponding to the target position, so that the customer service staff corresponding to the target position responds to the customer service request. Therefore, the invention utilizes the bitmap to store the corresponding relation between different service labels and each customer service person, and for one service label, each customer service person only needs 1 bit to store, thereby greatly saving the storage space required by information, and when the service label is dispatched for query, the bit-by-bit and operation computation amount of the bitmap is far less than that of the matching query operation of a database, thereby greatly improving the computation speed and efficiency of the dispatch for query, and particularly for a large enterprise equipped with a large number of customer service persons, the invention can effectively improve the response speed of customer service requests and improve the customer experience.
Drawings
In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the drawings needed to be used in the description of the embodiments of the present invention will be briefly introduced below, and it is obvious that the drawings in the following description are only some embodiments of the present invention, and it is obvious for those skilled in the art that other drawings can be obtained according to these drawings without inventive labor.
FIG. 1 is a diagram of an application environment of a service request response method according to an embodiment of the present invention;
FIG. 2 is a flow chart of a service request response method in one embodiment of the present invention;
fig. 3 is a schematic flow chart illustrating a service request response method adjusting a service tag in an application scenario to expand a query range according to an embodiment of the present invention;
fig. 4 is a schematic flowchart of a service request response method in another application scenario to adjust a service tag to expand a query range according to an embodiment of the present invention;
fig. 5 is a schematic flow chart of a service request response method in an application scenario for adding a service tag in accordance with an embodiment of the present invention;
FIG. 6 is a flow chart of a service request response method in an application scenario according to another embodiment of the present invention;
fig. 7 is a schematic structural diagram of a service request response apparatus in a first application scenario according to an embodiment of the present invention;
fig. 8 is a schematic structural diagram of a service request responding apparatus in a second application scenario according to an embodiment of the present invention;
fig. 9 is a schematic structural diagram of a service request response apparatus in a third application scenario according to an embodiment of the present invention;
FIG. 10 is a schematic diagram of a computer device according to an embodiment of the invention.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are some, not all, embodiments of the present invention. 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 invention.
The service request response method provided by the present application can be applied to the application environment as shown in fig. 1, in which a client communicates with a server through a network. Wherein the client may be, but is not limited to, various personal computers, laptops, smartphones, tablets, and portable wearable devices. The server may be implemented as a stand-alone server or as a server cluster consisting of a plurality of servers.
In an embodiment, as shown in fig. 2, a service request response method is provided, which is described by taking the server in fig. 1 as an example, and includes the following steps:
101. after receiving a customer service request of a customer, determining each service label required by the customer according to customer information of the customer and the customer service request;
in this embodiment, after receiving the client request of the client, the server needs to distribute the client request to an appropriate customer service staff, so that the customer service staff can respond to the request in time and serve the client. First, the server needs to determine each service tag required by the client according to the client information of the client and the client service request. It can be understood that the customer information and the customer service request include the customer requirements, and through reasonable arrangement, the server can extract the real requirements of the customer and display the real requirements in the form of service tags. For example, the service label may include a region label, a gender label, a professional label, and the like, for example, the region label may specifically be a "guangdong province" label, the gender label may be a "woman" label, and the professional label may be an "insurance practitioner" label, which all represent the real requirement of the client for the request.
Specifically, the server may extract a keyword from the client information and the customer service request, and then determine each service tag required by the client according to the keyword and a preset corresponding relationship. The server may extract keywords from the customer information and the customer service request by using algorithms such as TF-IDF, TextRank, and the like, and further, the server may preset a correspondence relationship to record a correspondence relationship between the keywords and each service tag, for example, it may be set that an account attribution "guangzhou" in the customer information corresponds to a region class tag "guangzhou", a customer level "VIP 6" in the customer information corresponds to a service level tag "high-level customer service", and keywords such as "policy", "insurance", and "insurance staff" in the customer service request correspond to a professional tag "insurance staff", and the like. Therefore, after extracting each keyword, the server can determine each service tag corresponding to the keyword according to the preset corresponding relationship, so as to obtain each service tag required by the client.
102. Respectively acquiring a bitmap corresponding to each service label as a target bitmap, wherein each service label is preset with a corresponding bitmap, each bit of the bitmap is preset with a corresponding relation with different customer service personnel, the bit value on the bitmap is 1 to represent that the customer service personnel has the service label corresponding to the bitmap, and the bit value is 0 to represent that the customer service personnel does not have the service label corresponding to the bitmap;
for ease of understanding, the bitmap corresponding to each service tag in this embodiment is described in detail below. In this embodiment, in order to facilitate the retrieval and query of the customer service staff, the bitmap is set as follows:
1. first, an ID is generated for each customer service person, and the ID may be incremented by 1, for example, if there are 100 customer service persons, the IDs of these customer service persons are 1-100, as shown in the following table:
in the bitmap, the IDs of the customer service staff correspond to the bits in the bitmap one by one, for example, the customer service staff with ID 1 corresponds to the 1 st bit in the bitmap, the customer service staff with ID 2 corresponds to the 2 nd bit in the bitmap, and the customer service staff with ID 3 corresponds to the 3 rd bit in the bitmap, … … corresponds to the customer service staff with ID 100, and corresponds to the 100 th bit in the bitmap.
2. When a service label is created, the server firstly collects whether each customer service person has the service label, if yes, the bit value corresponding to the customer service person is 1, otherwise, the bit value corresponding to the customer service person is 0, and after all the bit values of all the customer service persons relative to the service label are determined, a bitmap corresponding to the service label can be generated. For convenience of illustration, the following example assumes that there are 10 customer service personnel, wherein women have 3 customer service personnel with ID numbers 1, 4 and 6, respectively, and therefore the bitmap of the service label "female" is "1001010000", and it can be seen that the value of the exact 1 st, 4 th and 6 th bits in the bitmap "1001010000" is 1, which represents that the customer service personnel with ID numbers 1, 4 and 6 have the service label "female".
When each service label is created, the server sets a corresponding bitmap for each service label, so that after each service label required by a client is obtained, the server can obtain the bitmap corresponding to each service label as a target bitmap.
103. Carrying out bitwise AND operation on each acquired target bitmap to obtain a result bitmap;
in this embodiment, since the bit value of 1 in each bitmap indicates that the customer service staff has a service label, and the bit value of 0 indicates that the customer service staff does not have a service label, the bit value of 1 in the bitmap and operation result bitmap indicates that the customer service staff has all service labels participating in the operation.
For ease of understanding, the following description is given by way of example.
Assuming that 3 tags required by the server to acquire the client are "Shenzhen", "insurance", "female", the bitmaps corresponding to the 3 tags are as follows:
the bitmap corresponding to Shenzhen is: 0100010000
The bitmap for "insurance" is: 0101010010
The bitmap for "female" corresponds to: 0111110010
Carrying out bitwise AND operation on bitmaps corresponding to the 3 labels 'Shenzhen', 'insurance' and 'woman' to obtain a result bitmap which is 0100010000, namely the 2 nd bit and the 6 th bit have the value of 1, and the service personnel with the IDs of 2 and 6 have the three service labels of 'Shenzhen', 'insurance' and 'woman' at the same time.
104. Determining a bit with the value of 1 from the result bitmap as a target bit;
as can be seen from the above, the bit with the bit value of 1 in the result bitmap represents that the customer service staff have all service tags participating in the operation, so that the server can determine the bit with the value of 1 from the result bitmap as the target bit, and the customer service staff corresponding to the target bit are the staff capable of meeting the customer requirements.
In connection with the above example, bitwise and operation is performed on the bitmaps corresponding to the 3 tags "Shenzhen", "insurance" and "woman", and a result bitmap 0100010000 is obtained, which indicates that customer service personnel with IDs of 2 and 6 have three service tags "Shenzhen", "insurance" and "woman", and the server determines the 2 nd bit and the 6 th bit of the result bitmap as target bits.
Considering that all bit values on the result bitmap may be 0, but the customer service request generally has to respond, in this embodiment, the server may adjust the service tag when finding that the bit values of the result bitmap are 0, so as to expand the query range of the service staff. As shown in fig. 3, further, before determining a bit with a value of 1 from the result bitmap as a target bit, the method may further include:
201. judging whether the values of all bits in the result bitmap are 0, if not, executing the step 104, and if so, executing the step 202;
202. acquiring an upper label of a designated label in each service label, wherein the upper label is preset and the label information of the upper label is an upper concept of the label information of the designated label;
203. and replacing the specified tag in each service tag with the upper tag, and then returning to execute the step 102.
For step 201, the server may first determine whether all bits in the result bitmap have a value of 0, if not, it represents that a target bit exists in the result bitmap, and may execute step 104, and if so, it represents that the target bit does not exist in the result bitmap, and a customer service person meeting the customer requirement is not queried, and at this time, may execute step 202.
In step 202, if the server determines that all the bit values in the result bitmap are 0, it indicates that there is no bit with a position of 1, that is, there is no target bit, in the result bitmap, and no customer service staff meeting the customer requirements is queried, so the search range of the customer service staff should be expanded. In this embodiment, the server marks some special tags as designated tags, and the designated tags are also one of the service tags, but since they may be provided with tags of a generic concept, i.e., generic tags, these tags are referred to as designated tags. The upper label is preset, and the label information of the upper label is generally an upper concept of the label information of the designated label, for example, the upper label of the designated label "shenzhen" is "guangdong", the upper label of the designated label "cantonese" is "chinese", and the like. As can be seen, when step 202 is executed, the server can acquire the upper label of the designated labels in the service labels.
For step 203, after obtaining the upper label of the designated label in each service label, the server may replace the designated label in each service label with the upper label, and then return to step 102, it may be known that, because the upper label is wider than the designated label, correspondingly, the corresponding bitmap represents more customer service staff having the upper label, which is equivalent to improving the retrieval range and the hit rate of the customer service staff of the server.
105. And forwarding the customer service request to a customer service staff corresponding to the target position so that the customer service staff corresponding to the target position responds to the customer service request.
It is understood that, after the target location is determined, the server may forward the service request to the service person corresponding to the target location, so that the service person corresponding to the target location responds to the service request.
On the other hand, considering that the service staff corresponding to the target bit determined by the server may be in a busy state, the service staff cannot respond to the service request of the client in time, and the real-time performance of the response of the service request is reduced. In the face of this situation, the server can also expand the query range of the service personnel. As shown in fig. 4, further, before forwarding the service request to the service staff corresponding to the target location, the method may further include:
301. judging whether customer service staff corresponding to the target position are in a busy state, if not, executing the step 105, and if so, executing the step 302;
302. acquiring an upper label of a designated label in each service label, wherein the upper label is preset and the label information of the upper label is an upper concept of the label information of the designated label;
303. and replacing the specified tag in each service tag with the upper tag, and then returning to execute the step 102.
In step 301, the server may first determine whether the service staff corresponding to the target location are in a busy state, if not, it indicates that the service staff corresponding to the target location can respond to the service request in time, and execute step 105, and if so, it indicates that the service staff corresponding to the target location cannot respond to the service request in time, and may execute step 302 and subsequent steps to expand the query range of the service staff.
In step 302, when the server determines that the service staff corresponding to the target location are all in a busy state, it indicates that the service staff corresponding to the target location cannot respond to the service request in time, so as to expand the search range of the service staff. In this embodiment, the server marks some special tags as designated tags, and the designated tags are also one of the service tags, but since they may be provided with tags of a generic concept, i.e., generic tags, these tags are referred to as designated tags. The upper label is preset, and the label information of the upper label is generally an upper concept of the label information of the designated label, for example, the upper label of the designated label "shenzhen" is "guangdong", the upper label of the designated label "cantonese" is "chinese", and the like. As can be seen, when step 302 is executed, the server can acquire the upper label of the designated labels in the service labels.
For the above step 303, after the server obtains the upper label of the designated label in each service label, the server may replace the designated label in each service label with the upper label, and then return to execute step 102, it may be known that, because the upper label is wider than the designated label, correspondingly, there are more customer service staff who represent the upper label in the corresponding bitmap, which is equivalent to improving the retrieval range and the hit rate of the customer service staff of the server.
In this embodiment, when necessary, the server may add a new service tag to meet more requirements of the client, and meanwhile, the characteristics of the new service tag are utilized to more accurately position the customer service staff. As shown in fig. 5, further, the service request response method may further include:
401. when a request for adding a new service tag is received, acquiring a service tag to be added as a new tag;
402. allocating a blank bitmap for the new label;
403. collecting the place value of all the customer service personnel for the new label, wherein the place value is 1 when the customer service personnel have the new label, and the place value is 0 when the customer service personnel do not have the new label;
404. and writing the collected bit values corresponding to all the customer service staff into the blank bitmap according to the preset sequence of all the customer service staff in the bitmap to obtain the bitmap corresponding to the new label.
For step 401, it can be understood that, when a new service tag is needed, a request for adding the new service tag may be sent to the server, and after receiving the request for adding the new service tag, the server may obtain the service tag to be added as a new tag. It should be noted that, at this time, the service tag to be newly added acquired by the server may be a name of the tag, and may also include other basic information of the tag, such as a source, a storage address of the tag, and the like, where the tag information may be provided by a party initiating the request.
For step 402, after acquiring the new label, the server needs to allocate a blank bitmap for the new label.
With respect to step 403, it can be seen from the above that the bit value on the bitmap corresponding to each label indicates whether the customer service person has the label. Therefore, when a new bitmap of a new label is created, the bit values of all the customer service staff for the new label need to be collected first, when the customer service staff has the new label, the bit value is 1, and when the customer service staff does not have the new label, the bit value is 0. For example, if the new label added at present is "above the subject of the subject" and 10 customer service staff are all present, wherein 5 customer service staff are above the subject, the place value corresponding to the 5 customer service staff is 1, and the place value corresponding to the other 5 customer service staff is 0.
As to step 404, it is understood that, after collecting the bit values of all the customer service staff for the new label, the server may write the collected bit values corresponding to all the customer service staff into the blank bitmap according to the preset order of all the customer service staff in the bitmap, so as to obtain the bitmap corresponding to the new label.
In the above example, if 5 service staff in the above academic calendar in this department are respectively the 1 st, 3 rd, 4 th, 5 th and 7 th service staff, the academic calendar of the 2 nd, 6 th, 8 th, 9 th and 10 th service staff does not reach this department, and the corresponding place value of the 1 st to 10 th service staff is 1011101000. Therefore, the server can write 1011101000 into the blank as a map, resulting in a bitmap "1011101000" corresponding to the new label.
As can be seen from the preferred method in the foregoing embodiment, when the found customer service staff is in a busy state or no suitable customer service staff is found, the server needs to expand the search range of the customer service staff to increase the hit rate of the customer service staff. However, the preferred method in the above embodiment requires the server to perform the secondary search, and the burden of the server and the response efficiency of the customer service request are undoubtedly increased in the period when the hit rate of the customer service staff is low. Therefore, in order to overcome the problem and improve the response efficiency of the customer service request in the time period when the hit rate of the customer service personnel is low, the service request response method of the present invention is described in more detail with another embodiment, please refer to fig. 6.
501. After receiving a customer service request of a customer, determining each service label required by the customer according to customer information of the customer and the customer service request;
502. respectively acquiring a bitmap corresponding to each service label as a target bitmap, wherein each service label is preset with a corresponding bitmap, each bit of the bitmap is preset with a corresponding relation with different customer service personnel, the bit value on the bitmap is 1 to represent that the customer service personnel has the service label corresponding to the bitmap, and the bit value is 0 to represent that the customer service personnel does not have the service label corresponding to the bitmap;
the steps 501 and 502 are similar to the steps 101 and 102, and are not described again here.
503. Acquiring an upper label of a designated label in each service label, wherein the upper label is preset and the label information of the upper label is an upper concept of the label information of the designated label;
similar to step 202, the server may mark some special tags as designated tags, and the designated tags are also one of the service tags, but since they may be provided with tags of a generic concept, i.e. upper tags, the tags of this part are referred to as designated tags. The upper label is preset, and the label information of the upper label is generally an upper concept of the label information of the designated label, for example, the upper label of the designated label "shenzhen" is "guangdong", the upper label of the designated label "cantonese" is "chinese", and the like. As can be seen, when step 503 is executed, the server can acquire the upper label of the designated labels in the service labels.
504. Newly adding the obtained upper label as a service label, and obtaining a bitmap corresponding to the newly added service label as a target bitmap;
different from the preferred solution in the foregoing embodiment, in this embodiment, after the server acquires the upper label of the designated label, instead of replacing the designated label with the upper label, the acquired upper label is newly added as a service label, and a bitmap corresponding to the newly added service label is acquired as a target bitmap. For example, assuming that the service tags obtained in step 501 total 5, and 1 service tag is a designated tag, the server obtains an upper tag of the designated tag and adds the upper tag as a service tag, and at this time, the server obtains a total of 6 service tags.
Meanwhile, it is easy to understand that the bitmaps corresponding to the upper labels are set on the server in advance, so that the server can acquire the bitmaps corresponding to the newly added service labels as target bitmaps together.
505. Performing bitwise AND operation between the obtained target bitmaps, and performing bitwise OR operation between the designated label and the bitmap corresponding to the corresponding upper label to obtain a result bitmap;
it can be understood that both the upper label and the designated label can meet the requirement of the customer service request, and in order to expand the search range of the customer service staff, after the upper label is newly added as the service label, when performing bit calculation, except for performing bit-wise or calculation between the bitmaps corresponding to the upper label and the designated label, performing bit-wise and calculation between other target bitmaps, thereby obtaining a result bitmap. For ease of understanding, step 505 is illustrated below. Assuming that the original 5 service tags are tag a, tag b, tag c, tag d, and tag e, respectively, by executing step 504, the server adds an upper-level tag a of tag a as a new service tag, where the target bitmaps corresponding to the 6 service tags a, b, c, d, e, and a are bitmaps a, b, c, d, e, and a, respectively. When the server performs step 505, the calculation of the bit operation can be expressed as: (a | A) & b & c & d & e, it is known that the result bitmaps among the bitmaps a, b, c, d, e, A can be easily calculated by the preceding formula calculation.
506. Determining a bit with the value of 1 from the result bitmap as a target bit;
step 506 of this embodiment is similar to step 104 of the previous embodiment in principle, and is not described here again.
507. Judging whether customer service staff corresponding to the appointed tag exists in the customer service staff corresponding to the target position, and judging whether at least one customer service staff corresponding to the appointed tag is not in a busy state, if so, executing a step 508, and if not, executing a step 509;
different from the previous embodiment, in the present embodiment, since the designated tag and the upper tag thereof participate in the bit operation, that is, participate in the positioning search of the customer service staff, there is a case that the customer service staff corresponding to the designated tag and the upper tag thereof exist in the target. Considering that the designated tag can more accurately match the requirements of the upper client than the upper tags of the designated tag, the server may determine whether there is a customer service person corresponding to the designated tag among the customer service persons corresponding to the target location, and at least one customer service person corresponding to the designated tag is not in a busy state, if so, execute step 508, and if not, execute step 509.
508. Determining the customer service staff which is not in a busy state and corresponds to the appointed label as a target customer service staff;
as can be seen from the above, when there is a servicer corresponding to the specified tag among the servicers corresponding to the destination and at least one servicer corresponding to the specified tag is not in a busy state, the server may determine the servicer corresponding to the specified tag that is not in the busy state as the destination servicer.
509. Determining the customer service staff corresponding to the target position as target customer service staff;
if the judgment shows that the customer service staff corresponding to the target position does not exist in the customer service staff corresponding to the designated label, the customer service staff corresponding to the target position are all the customer service staff corresponding to the upper label, and therefore the server can determine the customer service staff corresponding to the target position as the target customer service staff.
510. And forwarding the customer service request to the target customer service personnel.
It is understood that, after determining the target customer service person, the server may forward the customer service request to the target customer service person, so that the customer service person can respond to the customer service request in time.
In the embodiment of the invention, after receiving a customer service request of a customer, determining each service label required by the customer according to the customer information of the customer and the customer service request; then, respectively acquiring a bitmap corresponding to each service label as a target bitmap, wherein each service label is preset with a corresponding bitmap, each bit of the bitmap is preset with a corresponding relation with different customer service personnel, the bit value on the bitmap is 1 to represent that the customer service personnel has the service label corresponding to the bitmap, and the bit value on the bitmap is 0 to represent that the customer service personnel does not have the service label corresponding to the bitmap; then, carrying out bitwise AND operation on each acquired target bitmap to obtain a result bitmap; then, determining a bit with the value of 1 from the result bitmap as a target bit; and finally, forwarding the customer service request to a customer service staff corresponding to the target position, so that the customer service staff corresponding to the target position responds to the customer service request. Therefore, the invention utilizes the bitmap to store the corresponding relation between different service labels and each customer service person, and for one service label, each customer service person only needs 1 bit to store, thereby greatly saving the storage space required by information, and when the service label is dispatched for query, the bit-by-bit and operation computation amount of the bitmap is far less than that of the matching query operation of a database, thereby greatly improving the computation speed and efficiency of the dispatch for query, and particularly for a large enterprise equipped with a large number of customer service persons, the invention can effectively improve the response speed of customer service requests and improve the customer experience.
It should be understood that, the sequence numbers of the steps in the foregoing embodiments do not imply an execution sequence, and the execution sequence of each process should be determined by its function and inherent logic, and should not constitute any limitation to the implementation process of the embodiments of the present invention.
In an embodiment, a service request responding apparatus is provided, where the service request responding apparatus corresponds to the service request responding method in the foregoing embodiments one to one. As shown in fig. 7, the service request responding apparatus includes a service tag determining module 601, a target bitmap obtaining module 602, a bit and operation module 603, a target bit determining module 604, and a customer service request forwarding module 605. The functional modules are explained in detail as follows:
a service tag determining module 601, configured to determine, after receiving a customer service request of a customer, each service tag required by the customer according to customer information of the customer and the customer service request;
a target bitmap obtaining module 602, configured to obtain, as target bitmaps, bitmaps corresponding to the service tags, respectively, where each service tag is preset with a corresponding bitmap, each bit of the bitmap is preset with a corresponding relationship with different customer service personnel, a bit value on the bitmap is 1 to indicate that the customer service personnel has a service tag corresponding to the bitmap, and a bit value on the bitmap is 0 to indicate that the customer service personnel does not have a service tag corresponding to the bitmap;
a bit and operation module 603, configured to perform bit and operation on each obtained target bitmap to obtain a result bitmap;
a target bit determining module 604, configured to determine a bit with a value of 1 from the result bitmap, as a target bit;
a customer service request forwarding module 605, configured to forward the customer service request to a customer service staff corresponding to the target location, so that the customer service staff corresponding to the target location responds to the customer service request.
As shown in fig. 8, further, the service request responding apparatus may further include:
a bit value judgment module 606, configured to judge whether values of all bits in the result bitmap are 0;
a first triggering module 607, configured to trigger the target bit determining module if the determination result of the bit value determining module 606 is negative;
a first upper label obtaining module 608, configured to obtain an upper label of a designated label in each service label if the determination result of the bit value determining module 606 is yes, where the upper label is preset and label information of the upper label is an upper concept of label information of the designated label;
a first upper label replacing module 609, configured to replace the specified label in each service label with the upper label, and then return to trigger the target bitmap obtaining module.
As shown in fig. 9, further, the service request responding apparatus may further include:
a busy state judgment module 610, configured to judge whether all the service staff corresponding to the target location are in a busy state;
a second triggering module 611, configured to trigger the customer service request forwarding module if the busy state determining module 610 determines that the customer service request forwarding module is not busy;
a second upper tag obtaining module 612, configured to obtain an upper tag of a designated tag in each service tag if the determination result of the busy state determining module 610 is yes, where the upper tag is preset and tag information of the upper tag is an upper concept of tag information of the designated tag;
a second upper label replacing module 613, configured to replace the specified label in each service label with the upper label, and then return to trigger the target bitmap obtaining module.
Further, the service request responding apparatus may further include:
a third upper label obtaining module, configured to obtain an upper label of a designated label in each service label, where the upper label is preset and label information of the upper label is an upper concept of label information of the designated label;
the service tag adding module is used for adding the obtained upper tag as a service tag and obtaining a bitmap corresponding to the added service tag as a target bitmap;
the bit and operation module may include:
the bitwise operation unit is used for executing bitwise AND operation between the obtained target bitmaps and executing bitwise OR operation between the designated label and the bitmap corresponding to the corresponding upper label to obtain a result bitmap;
the customer service request forwarding module may include:
the personnel judging unit is used for judging whether the customer service personnel corresponding to the appointed tag exists in the customer service personnel corresponding to the target position, and at least one customer service personnel corresponding to the appointed tag is not in a busy state;
the first person determining unit is used for determining the customer service personnel which are not in the busy state and correspond to the appointed label as target customer service personnel if the judgment result of the person judging unit is yes;
the second personnel determining unit is used for determining the customer service personnel corresponding to the target position as target customer service personnel if the judgment result of the personnel judging unit is negative;
and the request forwarding unit is used for forwarding the customer service request to the target customer service personnel.
Further, the service request responding apparatus may further include:
the new tag acquisition module is used for acquiring a service tag to be newly added as a new tag when a request for newly adding the service tag is received;
a blank bitmap allocation module for allocating a blank bitmap for the new label;
the place value collection module is used for collecting place values of all customer service personnel on the new labels, wherein the place value is 1 when the customer service personnel have the new labels, and the place value is 0 when the customer service personnel do not have the new labels;
and the bit value writing module is used for writing the collected bit values corresponding to all the customer service staff into the blank bitmap according to the preset sequence of all the customer service staff in the bitmap to obtain the bitmap corresponding to the new label.
For specific limitations of the service request responding apparatus, reference may be made to the above limitations of the service request responding method, which are not described herein again. The modules in the service request responding device can be wholly or partially implemented by software, hardware and a combination thereof. The modules can be embedded in a hardware form or independent from a processor in the computer device, and can also be stored in a memory in the computer device in a software form, so that the processor can call and execute operations corresponding to the modules.
In one embodiment, a computer device is provided, which may be a server, and its internal structure diagram may be as shown in fig. 10. The computer device includes a processor, a memory, a network interface, and a database connected by a system bus. Wherein the processor of the computer device is configured to provide computing and control capabilities. The memory of the computer device comprises a nonvolatile storage medium and an internal memory. The non-volatile storage medium stores an operating system, a computer program, and a database. The internal memory provides an environment for the operation of an operating system and computer programs in the non-volatile storage medium. The database of the computer device is used for storing data involved in the service request response method. The network interface of the computer device is used for communicating with an external terminal through a network connection. The computer program is executed by a processor to implement a service request response method.
In one embodiment, a computer device is provided, which includes a memory, a processor, and a computer program stored on the memory and executable on the processor, and when the processor executes the computer program, the steps of the service request response method in the above embodiments are implemented, for example, steps 101 to 105 shown in fig. 2. Alternatively, the processor, when executing the computer program, implements the functions of the modules/units of the service request responding apparatus in the above-described embodiments, such as the functions of the modules 601 to 605 shown in fig. 7. To avoid repetition, further description is omitted here.
In one embodiment, a computer readable storage medium is provided, on which a computer program is stored, which when executed by a processor implements the steps of the service request response method in the above embodiments, such as steps 101 to 105 shown in fig. 2. Alternatively, the computer program, when executed by the processor, implements the functions of the modules/units of the service request responding apparatus in the above-described embodiments, such as the functions of the modules 601 to 605 shown in fig. 7. To avoid repetition, further description is omitted here.
It will be understood by those skilled in the art that all or part of the processes of the methods of the embodiments described above can be implemented by hardware instructions of a computer program, which can be stored in a non-volatile computer-readable storage medium, and when executed, can include the processes of the embodiments of the methods described above. Any reference to memory, storage, database, or other medium used in the embodiments provided herein may include non-volatile and/or volatile memory, among others. Non-volatile memory can include read-only memory (ROM), Programmable ROM (PROM), Electrically Programmable ROM (EPROM), Electrically Erasable Programmable ROM (EEPROM), or flash memory. Volatile memory can include Random Access Memory (RAM) or external cache memory. By way of illustration and not limitation, RAM is available in a variety of forms such as Static RAM (SRAM), Dynamic RAM (DRAM), Synchronous DRAM (SDRAM), Double Data Rate SDRAM (DDRSDRAM), Enhanced SDRAM (ESDRAM), Synchronous Link DRAM (SLDRAM), Rambus Direct RAM (RDRAM), direct bus dynamic RAM (DRDRAM), and memory bus dynamic RAM (RDRAM).
It will be apparent to those skilled in the art that, for convenience and brevity of description, only the above-mentioned division of the functional units and modules is illustrated, and in practical applications, the above-mentioned function distribution may be performed by different functional units and modules according to needs, that is, the internal structure of the apparatus is divided into different functional units or modules to perform all or part of the above-mentioned functions.
The above-mentioned embodiments are only used for illustrating the technical solutions of the present invention, and not for limiting the same; although the present invention has been described in detail with reference to the foregoing embodiments, it will be understood by those of ordinary skill in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some technical features may be equivalently replaced; such modifications and substitutions do not substantially depart from the spirit and scope of the embodiments of the present invention, and are intended to be included within the scope of the present invention.
Claims (10)
1. A service request response method, comprising:
after receiving a customer service request of a customer, determining each service label required by the customer according to customer information of the customer and the customer service request;
respectively acquiring a bitmap corresponding to each service label as a target bitmap, wherein each service label is preset with a corresponding bitmap, each bit of the bitmap is preset with a corresponding relation with different customer service personnel, the bit value on the bitmap is 1 to represent that the customer service personnel has the service label corresponding to the bitmap, and the bit value is 0 to represent that the customer service personnel does not have the service label corresponding to the bitmap;
carrying out bitwise AND operation on each acquired target bitmap to obtain a result bitmap;
determining a bit with the value of 1 from the result bitmap as a target bit;
and forwarding the customer service request to a customer service staff corresponding to the target position so that the customer service staff corresponding to the target position responds to the customer service request.
2. The method of claim 1, wherein before determining a bit with a value of 1 from the result bitmap as a target bit, further comprising:
judging whether the values of all bits in the result bitmap are 0 or not;
if the values of all the bits in the result bitmap are not equal to 0, executing the step of determining the bit with the value of 1 from the result bitmap as a target bit;
if the values of all bits in the result bitmap are 0, acquiring an upper label of a designated label in each service label, wherein the upper label is preset and the label information of the upper label is an upper concept of the label information of the designated label;
and replacing the designated label in each service label with the upper label, and then returning to execute the step of respectively acquiring the bitmap corresponding to each service label as a target bitmap.
3. The service request response method of claim 1, further comprising, prior to forwarding the customer service request to a customer service person corresponding to the target location:
judging whether customer service staff corresponding to the target position are in busy states or not;
if the customer service staff corresponding to the target position are not in busy states uniformly, the step of forwarding the customer service request to the customer service staff corresponding to the target position is executed;
if the customer service staff corresponding to the target position are in busy states, acquiring an upper label of a designated label in each service label, wherein the upper label is preset and the label information of the upper label is an upper concept of the label information of the designated label;
and replacing the designated label in each service label with the upper label, and then returning to execute the step of respectively acquiring the bitmap corresponding to each service label as a target bitmap.
4. The method according to claim 1, wherein before bitwise and-ing each acquired target bitmap to obtain a result bitmap, the method further comprises:
acquiring an upper label of a designated label in each service label, wherein the upper label is preset and the label information of the upper label is an upper concept of the label information of the designated label;
newly adding the obtained upper label as a service label, and obtaining a bitmap corresponding to the newly added service label as a target bitmap;
the performing bitwise and operation on each obtained target bitmap to obtain a result bitmap includes:
performing bitwise AND operation between the obtained target bitmaps, and performing bitwise OR operation between the designated label and the bitmap corresponding to the corresponding upper label to obtain a result bitmap;
the forwarding the customer service request to a customer service person corresponding to the target location comprises:
judging whether customer service staff corresponding to the appointed tag exists in the customer service staff corresponding to the target position, wherein at least one customer service staff corresponding to the appointed tag is not in a busy state;
if at least one of the customer service staff corresponding to the appointed label is not in a busy state, determining the customer service staff not in the busy state and corresponding to the appointed label as a target customer service staff;
if not, determining the customer service personnel corresponding to the target position as target customer service personnel;
and forwarding the customer service request to the target customer service personnel.
5. The service request response method according to any one of claims 1 to 4, characterized in that the service request response method further comprises:
when a request for adding a new service tag is received, acquiring a service tag to be added as a new tag;
allocating a blank bitmap for the new label;
collecting the place value of all the customer service personnel for the new label, wherein the place value is 1 when the customer service personnel have the new label, and the place value is 0 when the customer service personnel do not have the new label;
and writing the collected bit values corresponding to all the customer service staff into the blank bitmap according to the preset sequence of all the customer service staff in the bitmap to obtain the bitmap corresponding to the new label.
6. A service request response device, comprising:
the service label determining module is used for determining each service label required by a client according to client information of the client and a customer service request after receiving the customer service request of the client;
the target bitmap acquisition module is used for respectively acquiring bitmaps corresponding to the service tags as target bitmaps, wherein each service tag is preset with a corresponding bitmap, each bit of the bitmap is preset with a corresponding relation with different customer service personnel, the bit value on the bitmap is 1 to represent that the customer service personnel has the service tag corresponding to the bitmap, and the bit value on the bitmap is 0 to represent that the customer service personnel does not have the service tag corresponding to the bitmap;
the bit and operation module is used for carrying out bit and operation on each acquired target bitmap to obtain a result bitmap;
a target bit determining module, configured to determine, from the result bitmap, a bit with a value of 1 as a target bit;
and the customer service request forwarding module is used for forwarding the customer service request to a customer service staff corresponding to the target position so that the customer service staff corresponding to the target position can respond to the customer service request.
7. The service request response device according to claim 6, wherein the service request response device further comprises:
the bit value judging module is used for judging whether the values of all bits in the result bitmap are 0 or not;
the first trigger module is used for triggering the target bit determining module if the judgment result of the bit value judging module is negative;
a first upper label obtaining module, configured to obtain an upper label of a designated label in each service label if a determination result of the bit value determining module is yes, where the upper label is preset and label information of the upper label is an upper concept of label information of the designated label;
and the first upper label replacing module is used for replacing the specified label in each service label with the upper label and then returning to trigger the target bitmap acquiring module.
8. The service request response device according to claim 6 or 7, characterized in that the service request response device further comprises:
the busy state judging module is used for judging whether customer service staff corresponding to the target position are in busy states or not;
the second triggering module is used for triggering the customer service request forwarding module if the judgment result of the busy state judging module is negative;
the second upper label obtaining module is used for obtaining an upper label of the appointed label in each service label if the judgment result of the busy state judging module is yes, wherein the upper label is preset and the label information of the upper label is an upper concept of the label information of the appointed label;
and the second upper label replacing module is used for replacing the specified label in each service label with the upper label and then returning to trigger the target bitmap acquiring module.
9. A computer device comprising a memory, a processor and a computer program stored in the memory and executable on the processor, characterized in that the processor implements the service request response method according to any one of claims 1 to 5 when executing the computer program.
10. A computer-readable storage medium, in which a computer program is stored which, when being executed by a processor, carries out the service request response method according to any one of claims 1 to 5.
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| CN113177694A (en) * | 2021-04-06 | 2021-07-27 | 北京健康之家科技有限公司 | Client distribution method, device, storage medium and computer equipment |
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