CN111371676A

CN111371676A - Customer service function access method and related device

Info

Publication number: CN111371676A
Application number: CN202010138880.4A
Authority: CN
Inventors: 刘维安; 王陶; 周虎
Original assignee: Tencent Technology Shenzhen Co Ltd
Current assignee: Tencent Technology Shenzhen Co Ltd
Priority date: 2020-03-03
Filing date: 2020-03-03
Publication date: 2020-07-03
Anticipated expiration: 2040-03-03
Also published as: CN111371676B

Abstract

The embodiment of the application discloses a customer service function access method and a related device, wherein the method comprises the following steps: when the target applet needs to access the customer service session plug-in system to obtain the customer service, the customer service session plug-in system may obtain a channel parameter sent by the target applet, where the channel parameter is used to identify configuration information required by the customer service session plug-in system to access the target applet. And if the target applet is successfully configured according to the channel parameters, completing the access of the target applet and the customer service session plug-in system, and returning a configuration success message to the target applet. The method has the advantages that the small programs are accessed to the customer service session plug-in system through the channel parameters in a specific mode, the requirements of the customer service session plug-in system are customized by the small programs, and one customer service session plug-in system can multiplex a plurality of small programs. Any small program does not need to independently develop a customer service system any more, and can be conveniently accessed to a customer service session plug-in system through channel parameters, so that the development and maintenance cost of the small program is reduced.

Description

Customer service function access method and related device

Technical Field

The present application relates to the field, and in particular, to a method and a related apparatus for accessing a customer service function.

Background

With the development of the internet, various small programs, micro programs and the like are produced at the same time. The program such as the mini program (miniprogam) is an application which can be used without downloading and installing, the dream that the application is 'reachable' is realized, the user can open the application after scanning or searching, the concept of 'going away after using' is also embodied, and the user does not need to care about whether too many applications are installed.

The user can more or less encounter some questions and deal with some problems in the process of using the small program, and the customer service system is the main way for solving the problems at present. In the related art, a provider of an applet develops an independent customer service system in the applet to provide services such as consultation, trouble-shooting, and the like for a user using the applet.

However, this approach results in the need for independent development of a customer service system for each applet requiring customer service, which greatly increases the development and maintenance costs of the applet.

Disclosure of Invention

In order to solve the technical problems, the application provides a customer service function access method and a related device, which reduce the development and maintenance cost of the applet, realize the positioning and control capability of the applet on the problems in the process of accessing the customer service session plug-in system, and improve the access stability.

The embodiment of the application discloses the following technical scheme:

in one aspect, an embodiment of the present application provides a method for accessing a customer service function, where the method includes:

acquiring channel parameters sent by a target applet; the channel parameter is used for identifying configuration information required by the customer service session plug-in system for accessing the target applet;

according to the channel parameters, configuring the customer service session plug-in system aiming at the target applet;

and if the configuration is successful, completing the access of the customer service session plug-in system to the target applet, and transmitting a configuration success message back to the target applet.

Optionally, the method further includes:

determining customer service function selection information corresponding to the target applet according to the channel parameters;

and accessing the corresponding customer service port according to the customer service function selection information, and reading corresponding historical customer service interaction information.

Optionally, the customer service session plug-in system is in the form of a plug-in or a web page.

On the other hand, an embodiment of the present application provides a method for accessing a customer service function, where the method includes:

acquiring channel parameters of a customer service session plug-in system corresponding to a target applet through a function page of the target applet; the channel parameter is used for identifying configuration information required by the customer service session plug-in system for accessing the target applet;

sending the channel parameters to the customer service session plug-in system;

and if a configuration success message returned by the customer service session plug-in system is obtained, accessing the customer service session plug-in system to the target applet through the function page, wherein the configuration success message is used for identifying the successful configuration of the customer service session plug-in system for the target applet according to the channel parameters.

On the other hand, an embodiment of the present application provides a customer service function access device, where the device includes an obtaining unit, a configuration unit, and a backhaul unit:

the acquisition unit is used for acquiring channel parameters sent by the target applet; the channel parameter is used for identifying configuration information required by the customer service session plug-in system for accessing the target applet;

the configuration unit is used for configuring the customer service session plug-in system for the target applet according to the channel parameters;

and the return unit is used for completing the access of the customer service session plug-in system to the target applet if the configuration is successful, and returning a configuration success message to the target applet.

On the other hand, an embodiment of the present application provides a customer service function access apparatus, where the apparatus includes an obtaining unit, a sending unit, and an access unit:

the acquisition unit is used for acquiring the channel parameter of the customer service session plug-in system corresponding to the target applet through the function page of the target applet; the channel parameter is used for identifying configuration information required by the customer service session plug-in system for accessing the target applet;

the sending unit is used for sending the channel parameters to the customer service session plug-in system;

the access unit is configured to access the customer service session plug-in system to the target applet through the function page if a configuration success message returned by the customer service session plug-in system is obtained, where the configuration success message is used to identify that the customer service session plug-in system successfully configures the target applet according to the channel parameter.

In another aspect, an embodiment of the present application provides a customer service function access device, where the device includes a processor and a memory:

the memory is used for storing program codes and transmitting the program codes to the processor;

the processor is configured to execute any one of the above customer service function access methods according to instructions in the program code.

In another aspect, an embodiment of the present application provides a computer-readable storage medium, where the computer-readable storage medium is used to store a computer program, where the computer program is used to execute any one of the above-mentioned customer service function access methods.

According to the technical scheme, when the target applet needs to be accessed to the customer service session plug-in system to obtain the customer service, the customer service session plug-in system can obtain the channel parameter sent by the target applet, and the channel parameter is used for identifying the configuration information required by the customer service session plug-in system to be accessed to the target applet. And if the target applet is successfully configured according to the channel parameters, completing the access of the target applet and the customer service session plug-in system, and returning a configuration success message to the target applet. The customer service session plug-in system accesses the small programs in a specific mode of channel parameters, the customer service session plug-in system can distinguish different small programs and different small program access requirements and the like through the channel parameters, customization of the small programs on the customer service session plug-in system requirements is achieved, and one customer service session plug-in system can multiplex a plurality of small programs. Any small program does not need to independently develop a customer service system any more, and can be conveniently accessed to a customer service session plug-in system through channel parameters, so that the development and maintenance cost of the small program is reduced. Moreover, the customer service session plug-in system can transmit the configuration condition back to the target applet through the message, thereby realizing the positioning and controlling capability of the applet on the problems in the process of accessing the customer service session plug-in system and improving the access stability.

Drawings

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

FIG. 1a is a schematic diagram of an applet;

FIG. 1b is a schematic view of a scenario for providing an applet with customer service features;

fig. 1c is a schematic view of an application scenario of a method for accessing a customer service function according to an embodiment of the present application;

fig. 2 is a signaling interaction diagram of a method for accessing a customer service function according to an embodiment of the present application;

fig. 3a is a schematic view of an application scenario of a method for accessing a customer service function according to an embodiment of the present application;

FIG. 3b is a flowchart of a method for accessing a customer service plug-in according to an embodiment of the present disclosure;

fig. 4 is a flowchart of a method for accessing a customer service function according to an embodiment of the present disclosure;

fig. 5a is a structural diagram of a customer service function access device according to an embodiment of the present application;

fig. 5b is a structural diagram of a customer service function access device according to an embodiment of the present application;

fig. 5c is a structural diagram of a customer service function access device according to an embodiment of the present application;

fig. 6a is a structural diagram of a customer service function access device according to an embodiment of the present application;

fig. 6b is a structural diagram of a customer service function access device according to an embodiment of the present application;

fig. 7 is a structural diagram of a data processing apparatus according to an embodiment of the present application;

fig. 8 is a block diagram of a server according to an embodiment of the present application.

Detailed Description

Embodiments of the present application are described below with reference to the accompanying drawings.

At present, an independent customer service system is developed in an applet by an applet provider so as to provide services such as consultation, difficult answer and the like for a user using the applet. For example, referring to fig. 1a, which shows a schematic structural diagram of an applet, fig. 1a shows 2 applets, namely an applet a and an applet B, for which each has a separate service system to provide service functions for the respective applet. The mode causes that each small program needing the customer service needs to independently develop a customer service system suitable for each small program environment, and the development cost and the maintenance cost of the small program are greatly increased.

And the method also comprises a mode that the applet platform provides a customer service system for each applet, however, the mode is single, the customer service personnel bound by the applet are limited, and the conversation only supports sending pictures and texts and cannot show rich text information and the like.

In addition, a complete third party service applet is accessed to the applet, and referring to fig. 1B, a scene diagram for providing the service function to the applet is shown, as shown in fig. 1B, the service applet in the scene can provide the service function to the applet a and the applet B by accessing to the applet a and the applet B respectively. However, this method would make the applet heavier and the loading speed slow, the development and debugging are difficult, the problem location is inconvenient, and the information interaction with the target applet can not be directly returned, the returning of the error information is difficult, and so on.

Therefore, the embodiment of the present application provides a method for accessing a customer service function, so as to solve the above problem.

First, an execution body of the embodiment of the present application will be described. The customer service function access method provided by the application can be executed through data processing equipment, and the data processing equipment can be terminal equipment. The terminal device can be deployed with an applet and a customer service session plug-in system, and the terminal device can access the customer service session plug-in system for the applet by executing the customer service function access method provided by the embodiment of the application, so that the customer service session plug-in system provides a customer service function for the applet. The terminal device may be, for example, a smart phone, a computer, a Personal digital assistant (PDA for short), a tablet computer, a Point of Sales (POS for short), a vehicle-mounted computer, and the like.

The data processing device may also be a server, a customer service session plug-in system may be deployed in the server, the server may provide a customer service function access service for a terminal device deployed with an applet, and after the terminal device sends a channel parameter of the applet to the server, the server may access the customer service session plug-in system to the applet in the terminal device by executing the customer service function access method provided in the embodiment of the present application, so that the customer service session plug-in system provides a customer service function to the applet in the terminal device. The server may be an independent server or a server in a cluster.

In order to facilitate understanding of the technical solution of the present application, a server is taken as an execution subject, and a description is given to the customer service function access method provided in the embodiment of the present application in combination with an actual application scenario.

Referring to fig. 1c, this figure shows an application scenario diagram of a method for accessing a customer service function according to an embodiment of the present application. As shown in fig. 1c, the scenario includes a server 101 and a terminal device 102, and the server 101 may access a plug-in system for a customer service session to an applet deployed in the terminal device 102 by executing a customer service function access method provided in the embodiment of the present application.

First, the applet and the customer service session plug-in system mentioned in the embodiment of the present application will be described.

The applet (Mini Program) may refer to software that directly provides various services for the user based on a platform (e.g., social software). For example, the applet may be a shopping applet for a platform opened by the terminal device 102 in FIG. 1 c.

The customer service session plug-in system can refer to components and modules in the platform which provide independent customer service functions for each small program. For example, the customer service session plug-in system can be the customer service plug-in FIG. 1c that provides the customer service functionality, which belongs to a functional component that can be accessed for direct use within the applet.

In the embodiment of the application, the applet to be accessed to the customer service session plug-in system may be recorded as the target applet, and it can be understood that the target applet may be any applet in the platform that needs a customer service function.

The shopping applet in fig. 1c is described as an example of a target applet.

In a practical scenario, plug-ins serve as functional components that can be accessed into applets for direct use, and a plug-in developer can develop one plug-in as well as develop an applet for use by other applets. In addition, the applet developer can directly use the plug-in the applet without repeated development, so that richer services are provided for the user. However, in a general case, when the applet accesses the plug-in, the applet does not need to provide parameters for configuring the plug-in for the plug-in to perform self configuration, and then the plug-in can be accessed to the applet.

In the embodiment of the present application, a plug-in system based on a customer service session, such as the customer service plug-in shown in fig. 1c, can provide customer service functions for multiple applets simultaneously, and the requirements of different applets for the customer service functions in the customer service plug-in are different. Thus, the differentiation of the applet requesting access (e.g., differentiation of the applet itself and differentiation of the service requirements required by the applet) to make it clear to the customer service plug-in can be accomplished by the channel parameters sent by the applet to the customer service plug-in. The channel parameters can be used for realizing the distinguishing function of the customer service plug-in on the small programs. That is, based on the channel parameters sent by different applets, the plug-in can distinguish the corresponding applets.

In the embodiment of the application, when the shopping applet has a requirement for accessing the customer service plug-in, the channel parameter can be sent to the server 101 with the customer service plug-in deployed. Thus, the server 101 acquires the channel parameter.

The channel parameter can be used for identifying configuration information required by the customer service plug-in to access the shopping applet, and the channel parameter can be related to customer service requirements of the shopping applet for the customer service plug-in. That is, for different applets, the channel parameters when the applet is accessed can be customized based on the customer service requirements of the applet, and the purpose that the customer service plugin provides customized customer service requirements for different applets is achieved by customizing the channel parameters.

After obtaining the channel parameters, the server 101 may configure the customer service plug-in for the shopping applet according to the channel parameters. If the configuration is successful, the customer service plug-in can be accessed to the shopping applet, and a configuration success message is returned to the shopping applet.

Therefore, the customer service function can be realized between the customer service plug-in and the user in the shopping applet. And the customer service function meets the customer service requirement of the shopping small program. For example, as shown in FIG. 1c, after the shopping applet is configured based on channel parameters, the function page of the shopping applet performs the customer service function in the form of a text type, e.g., "is there" the contents of the user ABC's question? "reply content with customer service a" is in. "are all presented in plain text type.

In the method, the customer service session plug-in system is accessed to the applet in a specific mode of channel parameters, the customer service session plug-in system can distinguish different applets and access requirements of different applets through the channel parameters, the customization of the applets to the customer service session plug-in system requirements is realized, and one customer service session plug-in system can multiplex a plurality of applets. Any small program does not need to independently develop a customer service system any more, and can be conveniently accessed to a customer service session plug-in system through channel parameters, so that the development and maintenance cost of the small program is reduced. Moreover, the customer service session plug-in system can transmit the configuration condition back to the target applet through the message, thereby realizing the positioning and controlling capability of the applet on the problems in the process of accessing the customer service session plug-in system and improving the access stability.

And the number of the access customer services is not limited any more, and the customer services can be accessed according to the self requirements. And information such as rich text can be displayed in the session process in a skip link mode.

In addition, the service session system is integrated into an independent service component and module and is directly implanted into the small program. The problem positioning is carried out in the small program, the debugging is convenient, the customer service assembly is very light in weight and high in loading speed, the monitoring of returned information, the rich text skip processing and the like are convenient, a customer service assembly user does not need to independently develop conversation services in the small program, the internal logic and the implementation mode of the customer service assembly do not need to be understood, and the customer service assembly can be conveniently accessed only according to the access guide.

The independent customer service module mode can quickly realize the multiplexing effect, the convenient access mode greatly shortens the development period, reduces the development cost and the resource cost, and quickly realizes the service value of the customer service session. Development and sharing are realized, repeated development is avoided, the service threshold is reduced, and service sharing is realized.

Next, a scenario of interaction between a customer service session plug-in system and an applet will be taken as an example to introduce the customer service function access method provided in the embodiment of the present application. The service session plug-in system can be deployed in a server, and the applet is deployed in the terminal device.

Referring to fig. 2, the signaling interaction diagram of a method for accessing a customer service function provided in an embodiment of the present application is shown, where the method may include:

s201: and the target small program acquires the channel parameters of the customer service session plug-in system corresponding to the target small program through a function page.

It should be noted that, in order to more clearly understand the relationship between the target applet and the client session plug-in system in the client function access method, the target applet and the client session plug-in system will be directly expressed as an execution subject in the following, and in the actual embodiment, the execution subject of each step is a carrier of the target applet and the client session plug-in system, that is, a terminal device and a server.

The introduction of the applet and the customer service session plug-in system is as described above, and will not be described herein again.

In the embodiment of the present application, based on the feature of the customer service session plug-in system that provides an independent customer service function for each applet, in a possible implementation manner, the customer service session plug-in system may be in the form of a plug-in or a web page.

Wherein, the plug-in is a functional component which can be accessed into the applet for direct use. A web page may be a component that provides an independent function to an applet by composing a web page. For example, the web page may be a mobile web page, such as a Hyper Text Markup Language5 (H5) page that is embedded in an applet.

The customer service session plug-in system is formed in a plug-in mode, so that the customer service session plug-in system can be directly accessed into the small program, and the access mode is simpler. And plug-in problems can be conveniently positioned and debugged in the small program. And based on the characteristics of very light weight and high loading speed of the plug-in, the plug-in ensures that the applet is as smooth as using internal components when using the client service session plug-in system, and is favorable for providing a high-quality client service function for the applet through the plug-in subsequently.

In addition, the customer service session plug-in system formed in the form of a webpage can also realize the function of providing independent customer service for a plurality of small programs.

In the embodiment of the application, when a user needs to use a target applet, the user can trigger the starting of a function page of the target applet, the function page can be an interactive page for displaying a customer service function provided by a customer service session plug-in system for the user to use, and the user can use the customer service function by performing corresponding operation on the function page.

Therefore, the target small program can acquire the channel parameters of the customer service session plug-in system corresponding to the target small program through the function page.

The channel parameter may be used to identify configuration information required by the customer service session plug-in system to access the target applet. And the channel parameters may be preset, which will be described in detail later.

After obtaining the channel parameters, the target applet may send the channel parameters to the customer service session plug-in system.

S202: and the customer service session plug-in system acquires the channel parameters sent by the target applet.

S203: and the customer service session plug-in system carries out configuration aiming at the target applet according to the channel parameter.

If the configuration is successful, S204 may be executed. If the configuration fails, the method of S202-S203 can be re-executed to re-acquire the channel parameters, and the configuration of the service session plug-in system for the target applet is performed according to the channel parameters.

S204: and the customer service session plug-in system completes the access of the customer service session plug-in system to the target applet.

S205: and the customer service session plug-in system returns a configuration success message to the target applet.

In the embodiment of the application, when the customer service session plug-in system finishes accessing the customer service session plug-in system to the target applet, a configuration success message can be generated and transmitted back to the target applet. The configuration success message can be used for identifying the successful configuration of the customer service session plug-in system for the target applet according to the channel parameters.

S206: and if the target applet obtains the configuration success message returned by the customer service session plug-in system, the customer service session plug-in system is accessed to the target applet through the function page.

In this embodiment of the present application, after the plug-in system for customer service session is successfully accessed to the target applet, in order to implement a customer service session between a user and the plug-in system for customer service session through the target applet, in a possible implementation manner, after S206, that is, after the plug-in system for customer service session and the target applet all complete the access of the plug-in system for customer service session to the target applet, the method further includes:

and establishing data connection between the target applet and the customer service session plug-in system.

In a specific implementation, a data connection between the target applet and the customer service session plug-in system can be established in a WebSocket communication protocol manner. The WebSocket communication Protocol is a Protocol for performing full duplex communication on a single Transmission Control Protocol (TCP) connection, and the Protocol can make data exchange between a client and a server simpler and allow the server to actively push data to the client. The browser and the server only need to complete one handshake, and persistent connection can be directly established between the browser and the server, and bidirectional data communication is carried out.

Therefore, when the user needs to perform customer service, the user consultation information can be input through the function page of the target small program, and then the target small program can send the user consultation information to the customer service session plug-in system through data connection. The user consultation information is used for reflecting the customer service requirement of the user.

After receiving the user consultation information, the customer service session plug-in system can determine corresponding reply content according to the user consultation information, and returns the reply content to the target applet through data connection.

After receiving the reply content, the target applet can display the reply content based on the function page of the target applet for the user to view.

By the data connection mode, the target applet monitors the customer service session data returned by the customer service session plug-in system and the customer service session data of the user, and the purpose of customer service interaction between the user and the customer service session plug-in system through the target applet is achieved.

Next, a customer service session plug-in system is taken as an example of a customer service plug-in, and a customer service function access method provided in the embodiment of the present application is exemplified.

Referring to fig. 3a, the figure shows an application scenario diagram of a method for accessing a customer service function according to an embodiment of the present application. As shown in fig. 3a, the application scenario includes a service plug-in and two applets (applet a and applet B), which may provide some functions, for example, applet a may provide function 1 and function 2, and both of them may provide service functions by accessing the service plug-in.

Next, the applet a is used as the target applet, and the manner in which the target applet accesses the service plug-in is described. Referring to fig. 3b, the figure shows a flowchart of a method for accessing a customer service plug-in provided by an embodiment of the present application, where the method includes:

s301: and acquiring channel parameters.

In this example, when the user triggers a related operation using the customer service function at the target applet, the target applet may thereby obtain the channel parameters from the function page.

In order to enable the customer service plug-in to perform function execution independently, the target applet needs to ensure that channel parameters are successfully transmitted into the customer service plug-in. If the target applet fails to call an Application Programming Interface (API) to acquire the channel parameters, the subsequent steps can be blocked from being executed, and the target applet refreshes the function page for acquisition so as to send the function page to the customer service plug-in.

S302: and carrying out customer service plug-in configuration and monitoring customer service plug-in return information.

The target applet can configure parameters required by accessing the customer service plug-in and monitor the information returned by the customer service plug-in.

S303: triggering the customer service plug-in.

After the target applet finishes the preparation of accessing the customer service plug-in, the channel parameters can be sent to the customer service plug-in to trigger the customer service plug-in.

S304: and processing data according to the returned information.

The target applet can monitor the data returned by the service plug-in, and the monitored data can include the data of the service plug-in interacting with the user, the configuration success information, the jump request (subsequent introduction) and the like. Then, the target applet can perform data processing on the monitored data and display the data after the data processing on a function page so as to realize the interaction between the user and the customer service plug-in.

In some scenarios, based on the limitations of the platform internal mechanism relied on by the applet, some functional components, functional modules, etc. are not allowed to show some types of information, for example, plug-ins are not allowed to show information in Rich Text Format (RTF), which may refer to a non-plain Text form (e.g., animation is included in the Text). To this end, in one possible implementation, the method further includes:

s401: and the customer service session plug-in system provides the customer service interactive service corresponding to the target applet for the customer service session plug-in system through the function page of the target applet.

The customer service interactive service can be a customer service provided by a customer service session plug-in system for the target applet.

That is, through the function page of the target applet, the user can have a conversation with the customer service provided by the customer service conversation plug-in system.

S402: and if the customer service session plug-in system identifies the jump operation aiming at the target content in the function page, returning a jump request to the target applet.

In the embodiment of the application, for information which is not allowed to be displayed by the customer service session plug-in system, that is, information which cannot be displayed by the customer service session plug-in system, the customer service session plug-in system can send target content corresponding to the information to the target applet, and the target applet displays the target content in the function page.

The target content may correspond to information that cannot be displayed by the customer service session plug-in system, and a display page may be generated on the target applet by setting a jump request corresponding to the target content, so as to display the information that cannot be displayed by the customer service session plug-in system corresponding to the jumped target content. In a specific implementation, the target content may be a link in which the corresponding customer service session plug-in system cannot present information.

In the embodiment of the application, when a user needs to view information that cannot be displayed by a customer service session plug-in system corresponding to target content, a jump operation for the target content may be triggered on a function page of a target applet, the jump operation may be an operation provided for the user to generate a jump request, and the jump request may be used to instruct the target applet to generate a display page for displaying information corresponding to the jumped target content.

Therefore, when the customer service session plug-in system identifies the jump operation aiming at the target content in the function page, the corresponding jump request can be generated and transmitted back to the target applet.

S403: and the target applet acquires the jump request returned by the customer service session plug-in system.

Wherein the jump request is used to identify a jump operation for the target content.

S404: and the target small program generates a display page for displaying the corresponding information after the target content jumps.

Therefore, the information corresponding to the jump of the target content can be rendered in the display page for displaying.

It should be noted that the display page in this embodiment is the display page of S305 in fig. 3 b. In S305, a display page is generated by the target applet for displaying information that cannot be directly displayed by the customer service session plug-in system (i.e., information corresponding to the target content). For the rich text format information, the corresponding display page may be a Web-view page.

The method of S401-S404 will be described by taking the customer service plug-in as the customer service session plug-in system and taking the customer service scene of the shopping applet as an example.

In this example, for the information of the commodity page that cannot be directly displayed by the customer service plug-in, the customer service plug-in may send a link corresponding to the information of the commodity page to the shopping applet, and the shopping applet may display the link of the commodity page in a function page for performing a customer service session with the user.

When the user wishes to view the goods page, a jump operation may be triggered for the link to the goods page. And when the customer service plug-in identifies the jump operation, generating a corresponding jump request and sending the jump request to the shopping applet. And the shopping small program generates a Web-view page for displaying the commodity page according to the jump request. Thus, the merchandise page can be rendered on the Web-view page for viewing by the user.

In the method, the target applet monitors the jump request returned by the customer service session plug-in system and generates a display page for displaying the corresponding information after the target content jumps, so that the target content which cannot be displayed due to the limitation of the platform is displayed.

In the embodiment of the application, before providing the customer service function for the user of the target applet, the customer service session plug-in system needs to add the target applet into the scope of the applet served by the customer service session plug-in system. That is, when the target applet wants the customer service session plug-in system to provide the customer service function for the applet, the customer service session plug-in system may be added first to make the customer service session plug-in system customize the corresponding channel parameter for the target applet, so as to enable the subsequent user to use the customer service function provided by the customer service session plug-in system in the target applet.

To this end, in one possible implementation, before performing S201, the method further includes:

s501: and the target applet sends an adding request to the customer service session plug-in system.

Wherein the add request may include a program identification and customer service function selection information for the target applet. The program identifier may be used to represent the identity, functional field, etc. of the target applet, and the customer service function selection information may be used to represent the customer service requirements of the target applet and may include a function selected by the target applet from the customer service functions provided by the customer service session plug-in system.

S502: and the customer service session plug-in system acquires the adding request of the target applet.

S503: and the customer service session plug-in system generates the channel parameter corresponding to the target applet according to the program identification and the customer service function selection information.

The program identification reflects the identity of the target small program, and the customer service function selection information reflects the customer service requirement of the target small program, so that the customer service session plug-in system can accurately distinguish the target small program according to the channel parameters generated by the program identification and the customer service function selection information, and the actual customer service requirement of the target small program is fully met.

For example, assume that the customer service session plug-in system can provide customer service functions including: the function 1 of the customer service session in plain text, the function 2 of the sending of the links to the goods, the function 3 of the customer service session comprising the interaction with the user in terms of satisfaction. Assume that the target applet is shopping applet a and requires a function of sending a product link in a customer service session (corresponding to function 2 above) and a function of enabling interaction with the user in terms of satisfaction (corresponding to function 3 above). Thus, the addition request sent for the shopping applet a may include a program identifier such as applet a, and customer service function selection information such as information for selecting function 2 and function 3.

Thus, after receiving the adding request of the shopping applet a, the customer service session plug-in system can distinguish the adding request from the shopping applet a according to the program identifier in the function request, and determine the customer service requirement of the shopping applet a to be the function 2 and the function 3 according to the customer service function selection information, so that the channel parameter which can distinguish the shopping applet a and meet the customer service requirement is generated.

S504: the customer service session plug-in system returns the channel parameters to the target applet.

S505: and the target applet acquires the channel parameters from the customer service session plug-in system.

Next, a specific implementation manner of adding a service plug-in to a target applet for the first time will be described by taking the service plug-in as an example.

First, the target applet may configure the plug-in system to be accessed.

The target applet developer can log in the applet management background, search the latest and most stable version of the customer service plugin through an Application Identification (APP ID), and add the customer service plugin to the target applet for the first time. If the customer service plug-in does not need to apply, the customer service function provided by the customer service plug-in can be directly used after the customer service plug-in is added. Otherwise, the customer service function provided by the customer service plug-in can be used in the target applet only after the customer service plug-in developer needs to apply for and wait for passing.

Json file of the target applet can then configure the APP ID of the customer service plug-in.

Then, a customer service plug-in code package can be introduced in the target applet and the customer service plug-ins needed to be used are declared in the app.

Next, the channel parameters generated by the customer service plug-in for the target applet can be obtained by the method of S501-S505 described above.

Then, the target applet can use the self-defined components corresponding to the various customer service functions provided by the customer service plug-in.

When the json file defines a self-defined component which needs to be introduced, the reference name and the self-defined component name of the plug-in are specified by using a plugin:// protocol.

In the process that the target applet accesses the customer service plug-in to enable the customer service plug-in to provide the customer service function for the target applet, the channel parameters can be obtained on the function page of the target applet.

Then, a requirePlugin method can be used to introduce each function module in the customer service plug-in, then parameter initialization of customer service plug-in transmission parameters is carried out in an onLoad method, information returned by the customer service plug-in is monitored, and personalized configurations and the like customized by some target applets can be transmitted.

After the target applet successfully accesses the customer service plug-in, the customer service function provided by the customer service plug-in can be used in the function page of the target applet.

The method for adding the customer service session plug-in system for the first time to the target applet enables the customer service session plug-in system to generate customized channel parameters for the target applet, and therefore the follow-up customer service session plug-in system can provide a customer service function for the target applet.

It should be noted that the embodiment of the present application does not limit the method for configuring the client session plug-in system according to the channel parameter in S203, and the client session plug-in system may select a suitable manner to configure according to an actual situation or different requirements. In one possible implementation, the method may include:

s601: and the customer service session plug-in system initializes the parameters of the customer service session plug-in system aiming at the target applet according to the channel parameters.

In the embodiment of the application, after the customer service session plug-in system obtains the channel parameter, the customer service session plug-in system can be initialized according to the channel parameter.

If the initialization is successful, the customer service session plug-in system may execute S602. If the initialization fails, the reason of the initialization failure can be prompted, the channel parameters sent by the target applet are obtained again, and the step of parameter initialization is executed again, that is, step S601 is executed, and parameter initialization aiming at the target applet is performed on the customer service session plug-in system according to the channel parameters.

S602: and the customer service session plug-in system checks the channel source information identified by the channel parameters.

The channel source information identified by the channel parameter may be used to identify the identity of the target applet, the source mode of acquiring the channel parameter, and the like.

It will be appreciated that the applet that can access the customer service session plug-in system should be an applet that is authorized and granted access via the customer service session plug-in system.

To this end, in the embodiment of the present application, the customer service session plug-in system may check the channel source information identified by the channel parameter to check whether the applet is an authorized and approved applet. If the verification passes, S603 is executed.

If the verification fails, the configuration failure can be determined, the reason for the failure is prompted, and the channel parameters sent by the target applet are obtained again, so that the steps S601-S602 are executed again.

S603: the customer service session plug-in system determines that the configuration is successful.

In the embodiment of the application, when the customer service session plug-in system passes the verification of the channel source information identified by the channel parameter, the successful configuration can be determined, and the login state information of the user can be acquired and stored for the subsequent steps.

In the method, the customer service session plug-in system carries out parameter initialization and identity recognition on the small programs according to channel parameters, thereby ensuring that the customer service function is only provided for the small programs which are authorized and agree to access.

In this embodiment of the application, in the case that the customer service session plug-in system is configured by the method of S601 to S603, the target applet may monitor the configuration state of the customer service session plug-in system. Thus, in one possible implementation manner, after S201, that is, after the target applet sends the channel parameter to the customer service session plug-in system, the method may further include:

s604: and acquiring the initialization message returned by the customer service session plug-in system.

The initialization message may be used to identify a result of the client service session plug-in system initializing a parameter for the target applet according to the channel parameter, and the initialization message may identify initialization success or initialization failure.

If the initialization message identifies that the initialization is successful, the target applet may perform S605.

If the initialization message identifies that the initialization fails, the target applet may execute step S602 to enable the customer service session plug-in system to re-initialize parameters according to the channel parameters.

That is, the target applet can monitor the parameter initialization result of the customer service session plug-in system and perform subsequent operations according to the result.

S605: and the target applet acquires the configuration success message or the configuration failure message returned by the customer service session plug-in system.

The configuration success message may be used to identify that the customer service session plug-in system successfully verifies the channel source information identified by the channel parameter, and the configuration failure message is used to identify that the customer service session plug-in system fails to verify the channel source information identified by the channel parameter.

That is to say, in fact, the target applet may monitor a verification result of the customer service session plug-in system on the channel source information of the target applet, if the verification is successful, a configuration success message is monitored, and if the verification is failed, a configuration failure message is monitored.

If the target applet monitors the configuration success message, the target applet can be determined to be accessed to the customer service session plug-in system. If the configuration failure message is monitored, the same steps as those for determining initialization failure can be taken, and details are not repeated.

In the method, the target applet monitors the initialization message and the configuration success message (or configuration failure message) of the customer service session plug-in system, so that the target applet can know the initialization condition and the condition of whether the verification is successful in real time, and executes corresponding operation according to the conditions.

In this embodiment of the present application, based on that the number of applets serviced by the service session plug-in system is large, and the service functions provided for different applets are different, so that, in order to enable the service session plug-in system to provide a high-quality service function for each applet, in one possible implementation manner, the method further includes:

s701: and determining customer service function selection information corresponding to the target applet according to the channel parameters.

S702: and accessing the corresponding customer service port according to the customer service function selection information, and reading corresponding historical customer service interaction information.

In this embodiment, a function module, which can provide a corresponding function, of the customer service session plug-in system may have a corresponding customer service port, where the customer service port may be a port that provides a function of the corresponding function module through access.

For example, the service plug-in is provided with a variety of function modules, including a plain text module (e.g., for implementing a manner in which plain text conversations are used in the service), a commodity module (e.g., for implementing a small program for sending a commodity link, etc., mainly for shopping), etc., and each function module may have a corresponding service port.

Based on this, in the embodiment of the application, the customer service function selection information corresponding to the target applet can be determined according to the channel parameter, and the customer service function selection information can be used for embodying the customer service requirement of the target applet and can include a function selected by the target applet from the customer service functions provided by the customer service session plug-in system. Therefore, the corresponding customer service port can be selected and accessed according to the customer service function selection information.

In addition, historical customer service interaction information of the functional module corresponding to the customer service port can be read. The historical customer service interaction information can comprise historical data of the interaction between each user of the target small program and the customer service provided by the customer service session plug-in system. And reading the historical customer service interaction data to be viewed by the user.

The mode of providing the customer service function and storing the data in a classified manner through the modularization is beneficial to the stable operation of a customer service session plug-in system.

In some scenarios, a user needs to view the content of his/her historical customer service session, and to this end, in a possible implementation manner, the channel information further includes a user identifier, where the user identifier may be used to identify an identity of the user, for example, the user identifier is a user name or a mobile phone number of a target applet registered by the user, and the method further includes:

the customer service session plug-in system may determine user history information corresponding to the user identification. Then, the user history information is presented on the function page.

The user history information can be history session content between the user and the customer service provided by the customer service session plug-in system.

By the method for providing the historical customer service session content for the user, the user can conveniently check the historical customer service session content according to the requirement, and therefore the user experience is improved.

Next, the interaction method provided by the embodiment of the present application is introduced in combination with an actual application scenario.

In this embodiment, still taking the customer service plug-in as the customer service session plug-in system for explanation, refer to fig. 4, which shows a flowchart of a customer service function access method provided in this embodiment of the application, and as shown in fig. 4, the method includes:

s801: triggering the customer service plug-in.

S802: and acquiring channel parameters.

In this example, after the target applet sends the channel parameter to the customer service plug-in, the customer service plug-in may obtain the channel parameter to complete the trigger for the customer service plug-in.

S803: and initializing parameters according to the channel parameters.

And when the customer service plug-in receives the channel parameters, initializing the customer service plug-in based on the channel parameters. If the initialization is successful, S804 is performed. If the initialization fails, the steps that may be performed if the initialization fails as previously provided are performed.

S804: checking the channel source information and storing the login state.

After the initialization is successful, the channel source information needs to be verified, and if the verification fails, the steps which can be executed when the verification fails as provided before can be executed. If the verification is successful, the configuration can be determined to be successful, and the login state information of the user can be obtained and stored. If the login state acquisition fails, the channel information can be rechecked and the login state information can be acquired again.

S805: and opening the data connection.

After the configuration is determined to be successful, the Websocket can be opened for information communication, and reconnection is set if the Websocket fails to be opened.

S806: and acquiring historical customer service interaction data.

The corresponding customer service port of the customer service session plug-in system can be accessed according to the channel parameters, so that the customer service session plug-in system is accessed into the target applet. Then, historical customer service interaction data of the function module corresponding to the customer service port can be read and provided for a user to check.

S807: access robot and access manual work.

After the robot or the manual customer service is successfully accessed, a customer service session can be carried out with a user of the target applet through the Websocket.

In the process of chatting between the user and the robot or the manual customer service, if the user fails to send the message, the message can be manually sent again.

Based on the customer service function access method provided by the foregoing embodiment, an embodiment of the present application provides a customer service function access apparatus, which may be applied to a data processing device, such as a terminal device or a server. Referring to fig. 5a, this figure shows a structure diagram of a customer service function access device provided in an embodiment of the present application, where the device 500 includes an obtaining unit 501, a configuring unit 502, and a backhaul unit 503:

the acquiring unit 501 is configured to acquire a channel parameter sent by a target applet; the channel parameter is used for identifying configuration information required by the customer service session plug-in system for accessing the target applet;

the configuration unit 502 is configured to configure the service session plug-in system for the target applet according to the channel parameter;

the returning unit 503 is configured to complete accessing the customer service session plug-in system to the target applet if the configuration is successful, and return a configuration success message to the target applet.

In a possible implementation manner, the backhaul unit 503 is further specifically configured to:

providing the customer service interactive service of the customer service session plug-in system corresponding to the target applet through the function page of the target applet;

and if the jump operation aiming at the target content is identified in the functional page, returning a jump request to the target applet, wherein the jump request is used for indicating the target applet to generate a display page for displaying the corresponding information after the target content jumps.

In a possible implementation manner, referring to fig. 5b, this figure shows a structure diagram of a customer service function access device provided in an embodiment of the present application, where the device 500 further includes a presentation unit 504, and the presentation unit 504 is configured to:

determining user history information corresponding to the user identification;

and displaying the user history information on the function page.

In a possible implementation manner, the configuration unit 502 is further specifically configured to:

initializing parameters of the customer service session plug-in system aiming at the target applet according to the channel parameters;

if the initialization is successful, verifying the channel source information identified by the channel parameters;

and if the verification is passed, determining that the configuration is successful.

In a possible implementation manner, referring to fig. 5c, which shows a structure diagram of a customer service function access apparatus provided in an embodiment of the present application, the apparatus 500 further includes a generating unit 505, where the generating unit 505 is configured to:

before the channel parameter sent by the target applet is obtained, an adding request of the target applet is obtained, wherein the adding request comprises a program identifier and customer service function selection information of the target applet;

generating the channel parameter corresponding to the target applet according to the program identification and the customer service function selection information;

and returning the channel parameters to the target applet.

after the completion of the access of the customer service session plug-in system to the target applet, establishing a data connection between the target applet and the customer service session plug-in system;

acquiring user consultation information sent by the target applet based on the function page through the data connection;

and determining corresponding reply content according to the user consultation information, and returning the reply content to the target applet through the data connection.

In one possible implementation, the customer service session plug-in system is in the form of a plug-in or a web page.

The embodiment of the application provides a customer service function access device, which can be applied to data processing equipment, such as terminal equipment or a server. Referring to fig. 6a, which shows a structure diagram of a customer service function access device provided in an embodiment of the present application, the device 600 includes an obtaining unit 601, a sending unit 602, and an accessing unit 603:

the acquiring unit 601 is configured to acquire, through a function page of a target applet, a channel parameter of a customer service session plug-in system corresponding to the target applet; the channel parameter is used for identifying configuration information required by the customer service session plug-in system for accessing the target applet;

the sending unit 602 is configured to send the channel parameter to the customer service session plug-in system;

the accessing unit 603 is configured to access the customer service session plug-in system to the target applet through the function page if a configuration success message returned by the customer service session plug-in system is obtained, where the configuration success message is used to identify that the customer service session plug-in system successfully configures the target applet according to the channel parameter.

In a possible implementation manner, referring to fig. 6b, this figure shows a structure diagram of a customer service function access apparatus provided in an embodiment of the present application, where the apparatus 600 further includes a generating unit 604, where the generating unit 604 is configured to:

acquiring a jump request returned by the customer service session plug-in system, wherein the jump request is used for identifying a jump operation aiming at the target content;

and generating a display page for displaying the corresponding information after the target content jumps.

In a possible implementation manner, the obtaining unit 601 is specifically configured to:

after the channel parameters are sent to the customer service session plug-in system, acquiring an initialization message returned by the customer service session plug-in system, wherein the initialization message is used for identifying a parameter initialization result of the customer service session plug-in system aiming at the target applet according to the channel parameters;

if the initialization of the initialization message identifier is successful, acquiring the configuration success message or the configuration failure message returned by the customer service session plug-in system; the configuration success message is used for identifying that the customer service session plug-in system successfully verifies the channel source information identified by the channel parameter, and the configuration failure message is used for identifying that the customer service session plug-in system fails to verify the channel source information identified by the channel parameter.

In a possible implementation manner, the sending unit 602 is specifically configured to:

sending an adding request to a customer service session plug-in system before acquiring a channel parameter of the customer service session plug-in system corresponding to a target applet through a function page of the target applet, wherein the adding request comprises a program identifier of the target applet and customer service function selection information;

and acquiring the channel parameter generated according to the program identification and the customer service function selection information from the customer service session plug-in system.

after the customer service session plug-in system is accessed to the target applet through the function page, establishing data connection between the target applet and the customer service session plug-in system;

sending user consultation information to the customer service session plug-in system through the data connection;

and displaying reply content returned by the customer service session plug-in system through the data connection based on the function page.

The embodiment of the application also provides a customer service function access system, which comprises a first data processing device and a second data processing device;

the first data processing device is provided with a customer service session plug-in system for executing the customer service function access method which can be executed by the customer service session plug-in system.

The second data processing device is deployed with a target applet and is used for executing the customer service function access method which can be executed by the target applet.

The embodiment of the present application further provides a customer service function access device, which may be the aforementioned data processing device. The data processing apparatus is described below with reference to the accompanying drawings. Referring to fig. 7, an embodiment of the present application provides a structure diagram of a data processing device, where the device 700 may also be a terminal device, taking the terminal device as a mobile phone as an example:

fig. 7 is a block diagram illustrating a part of the structure of a mobile phone according to an embodiment of the present application. Referring to fig. 7, the handset includes: radio Frequency (RF) circuit 710, memory 78, input unit 730, display unit 740, sensor 750, audio circuit 760, wireless fidelity (WiFi) module 770, processor 780, and power supply 790. Those skilled in the art will appreciate that the handset configuration shown in fig. 7 is not intended to be limiting and may include more or fewer components than those shown, or some components may be combined, or a different arrangement of components.

The following describes each component of the mobile phone in detail with reference to fig. 7:

the RF circuit 710 may be used for receiving and transmitting signals during information transmission and reception or during a call, and in particular, receives downlink information of a base station and then processes the received downlink information to the processor 780; in addition, the data for designing uplink is transmitted to the base station. In general, the RF circuit 710 includes, but is not limited to, an antenna, at least one amplifier, a transceiver, a coupler, a Low Noise Amplifier (LNA), a duplexer, and the like. In addition, the RF circuit 710 may also communicate with networks and other devices via wireless communication. The wireless communication may use any communication standard or protocol, including but not limited to Global System for mobile communication (GSM), General Packet Radio Service (GPRS), Code Division Multiple Access (CDMA), Wideband Code Division Multiple Access (WCDMA), Long Term Evolution (LTE), email, Short Message Service (SMS), and the like.

The memory 78 may be used to store software programs and modules, and the processor 780 may execute various functional applications and data processing of the cellular phone by operating the software programs and modules stored in the memory 78. The memory 78 may mainly include a program storage area and a data storage area, wherein the program storage area may store an operating system, an application program required for at least one function (such as a sound playing function, an image playing function, etc.), and the like; the storage data area may store data (such as audio data, a phonebook, etc.) created according to the use of the cellular phone, and the like. Further, the memory 78 may include high speed random access memory, and may also include non-volatile memory, such as at least one magnetic disk storage device, flash memory device, or other volatile solid state storage device.

The input unit 730 may be used to receive input numeric or character information and generate key signal inputs related to user settings and function control of the cellular phone. Specifically, the input unit 730 may include a touch panel 731 and other input devices 732. The touch panel 731, also referred to as a touch screen, can collect touch operations of a user (e.g. operations of the user on or near the touch panel 731 by using any suitable object or accessory such as a finger, a stylus, etc.) and drive the corresponding connection device according to a preset program. Alternatively, the touch panel 731 may include two portions of a touch detection device and a touch controller. The touch detection device detects the touch direction of a user, detects a signal brought by touch operation and transmits the signal to the touch controller; the touch controller receives touch information from the touch sensing device, converts it to touch point coordinates, and sends the touch point coordinates to the processor 780, and can receive and execute commands from the processor 780. In addition, the touch panel 731 may be implemented by various types, such as a resistive type, a capacitive type, an infrared ray, and a surface acoustic wave. The input unit 730 may include other input devices 732 in addition to the touch panel 731. In particular, other input devices 732 may include, but are not limited to, one or more of a physical keyboard, function keys (such as volume control keys, switch keys, etc.), a trackball, a mouse, a joystick, and the like.

The display unit 740 may be used to display information input by the user or information provided to the user and various menus of the mobile phone. The display unit 740 may include a display panel 741, and optionally, the display panel 741 may be configured in the form of a Liquid Crystal Display (LCD), an Organic Light-Emitting Diode (OLED), or the like. Further, the touch panel 731 can cover the display panel 741, and when the touch panel 731 detects a touch operation on or near the touch panel 731, the touch operation is transmitted to the processor 780 to determine the type of the touch event, and then the processor 780 provides a corresponding visual output on the display panel 741 according to the type of the touch event. Although the touch panel 731 and the display panel 741 are two independent components in fig. 7 to implement the input and output functions of the mobile phone, in some embodiments, the touch panel 731 and the display panel 741 may be integrated to implement the input and output functions of the mobile phone.

The handset may also include at least one sensor 750, such as a light sensor, motion sensor, and other sensors. Specifically, the light sensor may include an ambient light sensor that adjusts the brightness of the display panel 741 according to the brightness of ambient light, and a proximity sensor that turns off the display panel 741 and/or a backlight when the mobile phone is moved to the ear. As one of the motion sensors, the accelerometer sensor can detect the magnitude of acceleration in each direction (generally, three axes), can detect the magnitude and direction of gravity when stationary, and can be used for applications of recognizing the posture of a mobile phone (such as horizontal and vertical screen switching, related games, magnetometer posture calibration), vibration recognition related functions (such as pedometer and tapping), and the like; as for other sensors such as a gyroscope, a barometer, a hygrometer, a thermometer, and an infrared sensor, which can be configured on the mobile phone, further description is omitted here.

Audio circuitry 760, speaker 761, and microphone 762 may provide an audio interface between a user and a cell phone. The audio circuit 760 can transmit the electrical signal converted from the received audio data to the speaker 761, and the electrical signal is converted into a sound signal by the speaker 761 and output; on the other hand, the microphone 762 converts the collected sound signals into electrical signals, which are received by the audio circuit 760 and converted into audio data, which are then processed by the audio data output processor 780, either via the RF circuit 710 for transmission to, for example, another cell phone, or output to the memory 78 for further processing.

WiFi belongs to short-distance wireless transmission technology, and the mobile phone can help a user to receive and send e-mails, browse webpages, access streaming media and the like through the WiFi module 770, and provides wireless broadband Internet access for the user. Although fig. 7 shows the WiFi module 770, it is understood that it does not belong to the essential constitution of the handset, and can be omitted entirely as needed within the scope not changing the essence of the invention.

The processor 780 is a control center of the mobile phone, connects various parts of the entire mobile phone by using various interfaces and lines, and performs various functions of the mobile phone and processes data by operating or executing software programs and/or modules stored in the memory 78 and calling data stored in the memory 78, thereby performing overall monitoring of the mobile phone. Optionally, processor 780 may include one or more processing units; preferably, the processor 780 may integrate an application processor, which primarily handles operating systems, user interfaces, applications, etc., and a modem processor, which primarily handles wireless communications. It will be appreciated that the modem processor described above may not be integrated into processor 780.

The handset also includes a power supply 790 (e.g., a battery) for powering the various components, which may preferably be logically coupled to the processor 780 via a power management system, so that the power management system may be used to manage charging, discharging, and power consumption.

Although not shown, the mobile phone may further include a camera, a bluetooth module, etc., which are not described herein.

In this embodiment, the processor 780 included in the terminal device further has the following functions:

Further, the processor 780 included in the terminal device also has the following functions:

sending the channel parameters to the customer service session plug-in system;

The data Processing device provided in this embodiment of the present application may be a server, please refer to fig. 8, fig. 8 is a structural diagram of a server provided in this embodiment of the present application, and the server 800 may generate a relatively large difference due to different configurations or performances, and may include one or more Central Processing Units (CPUs) 822 (e.g., one or more processors) and a memory 832, and one or more storage media 830 (e.g., one or more mass storage devices) storing the application 842 or the data 844. Memory 832 and storage medium 830 may be, among other things, transient or persistent storage. The program stored in the storage medium 830 may include one or more modules (not shown), each of which may include a series of instruction operations for the server. Still further, a central processor 822 may be provided in communication with the storage medium 830 for executing a series of instruction operations in the storage medium 830 on the server 800.

The server 800 may also include one or more power supplies 826, one or more wired or wireless network interfaces 850, one or more input-output interfaces 858, and/or one or more operating systems 841, such as Windows Server, Mac OS XTM, UnixTM, LinuxTM, FreeBSDTM, and so forth.

The steps in the above embodiments may also be performed by a server, which may be based on the server structure shown in fig. 8.

The embodiments of the present application further provide a computer-readable storage medium, where the computer-readable storage medium is used to store a computer program, where the computer program is used to execute the method described in the foregoing embodiments.

The embodiments of the present application also provide a computer program product including instructions, which when run on a computer, cause the computer to perform the method described in the foregoing embodiments.

The terms "first," "second," "third," "fourth," and the like in the description of the application and the above-described figures, if any, are used for distinguishing between similar elements and not necessarily for describing a particular sequential or chronological order. It is to be understood that the data so used is interchangeable under appropriate circumstances such that the embodiments of the application described herein are, for example, capable of operation in sequences other than those illustrated or otherwise described herein. Furthermore, the terms "comprises," "comprising," and "having," and any variations thereof, are intended to cover a non-exclusive inclusion, such that a process, method, system, article, or apparatus that comprises a list of steps or elements is not necessarily limited to those steps or elements expressly listed, but may include other steps or elements not expressly listed or inherent to such process, method, article, or apparatus.

It should be understood that in the present application, "at least one" means one or more, "a plurality" means two or more. "and/or" for describing an association relationship of associated objects, indicating that there may be three relationships, e.g., "a and/or B" may indicate: only A, only B and both A and B are present, wherein A and B may be singular or plural. The character "/" generally indicates that the former and latter associated objects are in an "or" relationship. "at least one of the following" or similar expressions refer to any combination of these items, including any combination of single item(s) or plural items. For example, at least one (one) of a, b, or c, may represent: a, b, c, "a and b", "a and c", "b and c", or "a and b and c", wherein a, b, c may be single or plural.

In the several embodiments provided in the present application, it should be understood that the disclosed system, apparatus and method may be implemented in other manners. For example, the above-described apparatus embodiments are merely illustrative, and for example, the division of the units is only one logical division, and other divisions may be realized in practice, for example, a plurality of units or components may be combined or integrated into another system, or some features may be omitted, or not executed. In addition, the shown or discussed mutual coupling or direct coupling or communication connection may be an indirect coupling or communication connection through some interfaces, devices or units, and may be in an electrical, mechanical or other form.

The units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the units can be selected according to actual needs to achieve the purpose of the solution of the embodiment.

In addition, functional units in the embodiments of the present application may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit. The integrated unit can be realized in a form of hardware, and can also be realized in a form of a software functional unit.

The integrated unit, if implemented in the form of a software functional unit 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 may be substantially implemented or contributed to by the prior art, or all or part of the technical solution may be embodied in a software product, which is stored in a storage medium and includes 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: various media capable of storing program codes, such as a usb disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk, or an optical disk.

The above embodiments are only used for illustrating the technical solutions of the present application, and not for limiting the same; although the present application has been described in detail with reference to the foregoing embodiments, it should 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; and such modifications or substitutions do not depart from the spirit and scope of the corresponding technical solutions in the embodiments of the present application.

Those of ordinary skill in the art will understand that: all or part of the steps for realizing the method embodiments can be completed by hardware related to program instructions, the program can be stored in a computer readable storage medium, and the program executes the steps comprising the method embodiments when executed; and the aforementioned storage medium may be at least one of the following media: various media that can store program codes, such as read-only memory (ROM), RAM, magnetic disk, or optical disk.

It should be noted that, in the present specification, all the embodiments are described in a progressive manner, and the same and similar parts among the embodiments may be referred to each other, and each embodiment focuses on the differences from the other embodiments. In particular, for the apparatus and system embodiments, since they are substantially similar to the method embodiments, they are described in a relatively simple manner, and reference may be made to some of the descriptions of the method embodiments for related points. The above-described embodiments of the apparatus and system are merely illustrative, and the units described as separate parts may or may not be physically separate, and the parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the solution of the present embodiment. One of ordinary skill in the art can understand and implement it without inventive effort.

The above description is only one specific embodiment of the present application, but the scope of the present application is not limited thereto, and any changes or substitutions that can be easily conceived by those skilled in the art within the technical scope of the present application should 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 accessing a customer service function, the method comprising:

2. The method of claim 1, further comprising:

3. The method of claim 2, wherein the channel parameters further comprise a user identification, the method further comprising:

determining user history information corresponding to the user identification;

and displaying the user history information on the function page.

4. The method of claim 1, wherein said configuring the customer service session plug-in system for the target applet according to the channel parameters comprises:

5. The method of claim 1, wherein prior to said obtaining the channel parameters sent by the target applet, the method further comprises:

acquiring an adding request of the target applet, wherein the adding request comprises a program identifier and customer service function selection information of the target applet;

and returning the channel parameters to the target applet.

6. The method of any of claims 1-5, wherein after the completion of the accessing the customer service session plug-in system to the target applet, the method further comprises:

establishing data connection between the target applet and the customer service session plug-in system;

7. A method for accessing a customer service function, the method comprising:

sending the channel parameters to the customer service session plug-in system;

8. The method of claim 7, further comprising:

9. The method of claim 7, wherein after said sending the channel parameters to the customer service session plug-in system, the method further comprises:

acquiring an initialization message returned by the customer service session plug-in system, wherein the initialization message is used for identifying a parameter initialization result of the customer service session plug-in system aiming at the target applet according to the channel parameter;

10. The method according to any one of claims 7-9, wherein before the obtaining of the channel parameter of the plug-in system of the customer service session corresponding to the target applet through the function page of the target applet, the method further comprises:

sending an adding request to the customer service session plug-in system, wherein the adding request comprises the program identification and the customer service function selection information of the target applet;

11. The method of any of claims 7-9, wherein after said accessing said target applet by said customer service session plug-in system via said function page, said method further comprises:

12. A customer service function access device is characterized by comprising an acquisition unit, a configuration unit and a return unit:

13. A customer service function access device is characterized by comprising an acquisition unit, a sending unit and an access unit:

14. A customer service function access device, the device comprising a processor and a memory:

the processor is configured to execute the service function access method of any one of claims 1-6 or the service function access method of any one of claims 7-11 according to instructions in the program code.

15. A computer-readable storage medium, characterized in that the computer-readable storage medium is configured to store a computer program for performing the customer service function access method of any one of claims 1-6 or the customer service function access method of any one of claims 7-11.