CN111539606A

CN111539606A - Service processing method, device and equipment

Info

Publication number: CN111539606A
Application number: CN202010293113.0A
Authority: CN
Inventors: 黄河; 陈晓梅; 盛静文; 郭星麟; 唐蓓
Original assignee: Alipay Hangzhou Information Technology Co Ltd
Current assignee: Alipay Hangzhou Information Technology Co Ltd
Priority date: 2020-04-14
Filing date: 2020-04-14
Publication date: 2020-08-14

Abstract

The embodiment of the specification discloses a business processing method, a business processing device and business processing equipment, wherein the business processing method can determine business categories corresponding to a plurality of to-be-processed businesses according to business category description information of the to-be-processed businesses flowing into an artificial service queue; and determining a distribution scheme of the carrying channels of the plurality of services to be processed based on the scores of the service categories corresponding to the plurality of services to be processed, wherein the score of one service category is determined based on the score indexes of a plurality of dimensions of the historical service corresponding to the service category, and the plurality of dimensions comprise a risk dimension, a user experience dimension and a service value dimension.

Description

Service processing method, device and equipment

Technical Field

The present application relates to the field of computer technologies, and in particular, to a method, an apparatus, and a device for processing a service.

Background

In order to better provide service for customers and help the customers solve problems, many service providers release manual customer service, such as ant gold service releasing on-line customer service for pay treasures and service hotline for pay treasures. The user can solve the relevant problems and handle the relevant services without going out for the home by seeking help for manual customer service.

However, with the increase of service items provided by service providers, the service scenes of users seeking help for manual customer service are increasing, and with the increasing diversification of the supporting channels of manual customer service services, how to allocate a service to a proper supporting channel to be supported becomes an urgent problem to be solved.

Disclosure of Invention

The embodiment of the specification provides a service processing method, a service processing device and service processing equipment, so that appropriate services can be distributed to appropriate supporting channels.

In order to solve the above technical problem, the embodiments of the present specification are implemented as follows:

in a first aspect, a method for processing a service is provided, including:

determining a plurality of to-be-processed services flowing into an artificial service queue, and determining service category description information of the plurality of to-be-processed services;

determining service categories corresponding to the plurality of services to be processed based on the service category description information of the plurality of services to be processed;

and determining a distribution scheme of the carrying channels of the plurality of services to be processed based on the scores of the service categories corresponding to the plurality of services to be processed, wherein one score of a service category is determined based on the score indexes of a plurality of dimensions of the historical service corresponding to the service category, and the plurality of dimensions comprise a risk dimension, a user experience dimension and a service value dimension.

In a second aspect, a service processing apparatus is provided, including:

the system comprises a first determining module, a second determining module and a processing module, wherein the first determining module is used for determining a plurality of to-be-processed services flowing into an artificial service queue and determining service category description information of the plurality of to-be-processed services;

the second determining module is used for determining the service categories corresponding to the plurality of services to be processed based on the service category description information of the plurality of services to be processed;

and a third determining module, configured to determine, based on scores of service categories corresponding to the multiple services to be processed, an allocation scheme of the receiving channels of the multiple services to be processed, where a score of a service category is determined based on score indexes of multiple dimensions of a historical service corresponding to the service category, where the multiple dimensions include a risk dimension, a user experience dimension, and a service value dimension.

In a third aspect, an electronic device is provided, including:

a processor; and

a memory arranged to store computer executable instructions that, when executed, cause the processor to:

In a fourth aspect, a computer-readable storage medium is presented, the computer-readable storage medium storing one or more programs that, when executed by an electronic device that includes a plurality of application programs, cause the electronic device to:

As can be seen from the technical solutions provided in the embodiments of the present specification, the solutions provided in the embodiments of the present specification have at least one of the following technical effects: compared with the method that the adapting channels are randomly distributed according to the number of the services to be processed, the grading of the service categories (service scenes) corresponding to the services to be processed is obtained by comprehensively considering grading indexes of the service categories in multiple dimensions such as risk dimension, user experience dimension and service value dimension, then the adapting channels of the services to be processed are determined based on the grading of the service categories corresponding to the services to be processed, and the effect of distributing the proper services to be processed to the proper adapting channels can be achieved.

Drawings

The accompanying drawings, which are included to provide a further understanding of the application and are incorporated in and constitute a part of this application, illustrate embodiment(s) of the application and together with the description serve to explain the application and not to limit the application. In the drawings:

fig. 1 is a schematic flow diagram of pending traffic provided in an embodiment of the present specification.

Fig. 2 is a schematic flowchart of a service processing method provided in an embodiment of this specification.

Fig. 3 is a schematic diagram illustrating adaptation of a pending service supporting channel in a service processing method according to an embodiment of the present disclosure.

Fig. 4 is a second schematic flowchart of a service processing method provided in the embodiment of the present disclosure.

Fig. 5 is a third schematic flowchart of a service processing method provided in the embodiment of the present disclosure.

Fig. 6 is a schematic structural diagram of an electronic device provided in an embodiment of the present specification.

Fig. 7 is a schematic structural diagram of a service processing apparatus according to an embodiment of the present disclosure.

Fig. 8 is a second schematic structural diagram of a service processing apparatus according to an embodiment of the present disclosure.

Fig. 9 is a third schematic structural diagram of a service processing apparatus according to an embodiment of the present disclosure.

Detailed Description

In order to make the objects, technical solutions and advantages of the present application more apparent, the technical solutions of the present application will be described in detail and completely with reference to the following specific embodiments of the present application and the accompanying drawings. It should be apparent that the described embodiments are only some of the embodiments of the present application, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present application.

In order to allocate a suitable service to be processed to a suitable receiving channel, embodiments of the present specification provide a service processing method and apparatus. The method and apparatus provided by the embodiments of the present specification may be executed by an electronic device in a service processing system, for example, a terminal device or a server device. In other words, the method may be performed by software or hardware installed in the terminal device or the server device. The server includes but is not limited to: a single server, a server cluster, a cloud server or a cloud server cluster, and the like. The terminal devices include but are not limited to: any one of smart terminal devices such as smart phones, Personal Computers (PCs), notebook computers, tablet computers, electronic readers, web televisions, wearable devices, and the like. The service processing system can be a customer service processing system of any service provider, such as a customer service system for paying treasures, a customer service system for panning treasures, and the like, wherein the customer service includes, but is not limited to, a self-service customer service and a manual customer service.

First, in order to more clearly understand the technical solution provided by the embodiment of the present specification, a pending customer service line deduction process in the service processing system is described below with reference to fig. 1.

As shown in fig. 1, a batch of pending services (e.g., 5500 services) is generated at a service source, wherein one part (e.g., 1500 services) is received by active services, the other part (e.g., the remaining 4000 services) flows to the end and is processed by the end, and the unprocessed part (3000) at the end is sent to a manual service queue and then processed by real-time manual customer service in real time, and the unprocessed part at the real time is processed by delayed manual customer service. The active service is a supporting channel of a customer service processing system of a service provider, and the user is contacted in an active mode, for example, at a node where the user is in trouble, some solutions are pushed to the user through push messages (push), message boxes or floating layers (in pay-for-use APPs) and other forms (in pay-for-use APPs) to help the user solve related problems; the terminal includes self-service customer service and Interactive Voice Response (IVR), which is triggered by the user when the user encounters a problem to help the user to solve the problem.

The service processing method provided by the embodiment of the present specification is to find a suitable manual customer service support channel for the pending service flowing into the manual service queue, and is described in detail below.

Fig. 2 is a schematic implementation flow diagram of a service processing method according to an embodiment of the present disclosure. As shown in fig. 2, the method may include the following steps.

Step 202, determining a plurality of to-be-processed services flowing into the manual service queue, and determining service category description information of the plurality of to-be-processed services.

The service category may be regarded as a service scenario, and may be determined according to a service actually provided by a service provider. Taking a Pay as an example, there are a series of service scenarios such as a balance treasure, a flower bei, a debit and the like. Alternatively, the traffic categories of a service provider may be divided into multiple levels, a traffic category may have a parent traffic category and/or a child traffic category, and the traffic category in step 202 may be a traffic category of any level. The service provider may be any enterprise, company, or other organization that provides services or products to users and that has manual customer service.

The service category description information of the service to be processed refers to the relevant information of the service category which can determine the service to be processed.

As shown in fig. 1, before the pending businesses flow into the manual service queue, the user initiating the pending businesses interacts with the IVR or the self-service customer service for seeking a solution, so that in step 202, the business category description information of the pending businesses can be determined according to the interaction information between the user initiating the pending businesses and the IVR or the self-service customer service.

Generally speaking, the interaction information of the user and the IVR or the self-service customer service comprises service category description information of the service to be processed. Still taking a pay treasure as an example, before seeking help for artificial customer service, a user may ask for help for self-service customer service in my customer service of a pay treasure client (APP), and ask for an answer by inputting a question or clicking a displayed formatted question, for example, first clicking a question of whether to lift the amount of money, etc., to obtain a relevant answer, and after answering unsatisfied, dialing a pay treasure hotline to ask for further help, it is not difficult to find that the service category description information is included in the interactive information of the user and the self-service customer service of whether to lift the amount of money: "flower".

And 204, determining the service categories corresponding to the plurality of services to be processed based on the service category description information of the plurality of services to be processed.

As described above, since the service category description information includes the service category of "flower", the service category of the service to be processed can be determined by the service category description information of the service to be processed.

And step 206, determining a distribution scheme of the carrying channels of the plurality of services to be processed based on the scores of the service classes corresponding to the plurality of services to be processed.

As can be seen from the foregoing, the service to be processed refers to an artificial customer service to be processed, and the receiving channel of the service to be processed refers to an artificial customer service receiving channel, which is referred to as a receiving channel for short. For a service provider (e.g., Payment treasure) service processing system, the manual service comprises an online manual service and a telephone manual service. The artificial customer service receiving channel usually comprises two types, one type is an artificial customer service receiving channel self-operated by a service provider, and the artificial customer service receiving channel is called a self-operated channel for short; the other type is an artificial customer service receiving channel outsourced by the service provider, which is called an outsourcing channel for short, wherein one or more outsourcing channels can be provided by an outsourcing company with the artificial customer service receiving capacity. Generally, the service provider's self-supporting channel service quality is more guaranteed.

The rating of a service category is determined based on rating indicators for multiple dimensions of the historical service corresponding to the service category, including but not limited to: risk dimensions, user experience dimensions, and business value dimensions.

The scoring index of the risk dimension includes, but is not limited to, whether the business involves a change in authority (e.g., an upgrade of authority), whether the business involves a financial transaction (e.g., a loan or a purchase of a financing product), and the like. Generally, if a manual customer service involves a change of authority, the risk is high, otherwise the risk is low; if a human customer service involves a financial transaction, the risk is high, otherwise the risk is low.

The scoring indexes of the user experience dimension include, but are not limited to, indexes such as one-time resolution, user satisfaction and service processing duration. Wherein, the one-time resolution is the proportion of users who do not ask for help repeatedly about the same question within a set of help users within a specified time (such as within 24 hours); the user satisfaction degree refers to the satisfaction degree of the user on the artificial customer service, and can be determined through evaluation submitted by self-service voice interaction when the user seeks for the artificial customer service, or through return visit of the artificial customer service on the user; the service processing duration refers to the duration used in one help seeking process of the user, and if the help seeking is achieved by dialing a customer service hotline, the service processing duration can be the call duration.

The scoring index of the business value dimension includes, but is not limited to, an index of the value of the business content to the service provider, for example, if the user seeks help for manual customer service to consult a large deposit, it can be considered valuable for paying treasures.

The customer service processing system of the service provider may determine and store the scores of the target service category in advance based on the score indexes of multiple dimensions of the historical service corresponding to the target service category, and thus, step 206 may obtain the score of the service category corresponding to the service to be processed by querying from the stored scores of the target service category. After step 204 is executed, the customer service processing system of the service provider may determine the scores of the service categories in real time based on the scoring indexes of multiple dimensions of the historical service corresponding to the target service category. In practical applications, the target service category may include all service categories of the service provider (e.g., more than 2000 service categories of the pay pal). The historical service corresponding to the target service category may include: all or part of historical manual customer service business under the target business category within a preset historical time period, wherein the preset historical time period can be past month, past week or past 24 hours and the like.

As an example, determining the score of the target service category based on the score indexes of multiple dimensions of the historical service corresponding to the target service category may include: after the scoring indexes of the historical services corresponding to the target service category in the target dimension are normalized, weighting and summing to obtain the score of the target service category in the target dimension, wherein the target dimension is any one of the multiple dimensions; and weighting and summing the scores of the target service category under the multiple dimensions to obtain the comprehensive score of the target service category.

For example, a plurality of scoring indexes (there may be a plurality of scoring indexes in one dimension) of the target business category in three dimensions of a risk dimension, a user experience dimension and a business value dimension are converted into numerical values between 0 and 1; then, weighting and summing a plurality of scoring indexes between 0 and 1 in a risk dimension to obtain a score A, weighting and summing a plurality of scoring indexes between 0 and 1 in a user experience dimension to obtain a score B, weighting and summing a plurality of scoring indexes between 0 and 1 in a service value dimension to obtain a score C; and finally, weighting and summing the score A, the score B and the score C to obtain the comprehensive score of the target service category.

After determining the scores of the service categories corresponding to the multiple services to be processed, in step 206, the services to be processed may be allocated to appropriate receiving channels according to the scores of the service categories corresponding to the services to be processed, for example, if the risk score of a service category corresponding to a service to be processed is high, the service to be processed is allocated to a self-operating channel with high quality of service, and if the user experience score of a service category corresponding to a service to be processed is high, it indicates that the help-seeking result of the service is satisfactory for the user, so the service to be processed may be transferred to an outsourcing channel.

More specifically, step 206 may specifically include: and determining a pre-distribution scheme of the carrying channels of the plurality of services to be processed based on the scores and the preset corresponding relation of the service classes corresponding to the plurality of services to be processed. The preset corresponding relation is the corresponding relation between the service category score and the receiving channel, the pre-distribution scheme comprises a plurality of service packets, one service packet corresponds to at least one receiving channel, and one service to be processed is distributed to one service packet in the plurality of service packets.

For example, a preset corresponding relationship shown in fig. 3 may be preset, to allocate the to-be-processed services (about 40% of the total amount of the manual customer service) corresponding to the service category 1, the service category 2, the service category 32, and the service category 4 with the service category score of more than 60 to a third-order (basic) service package, and to correspondingly allocate the services in the third-order service package to four outsourcing channels, namely, an outsourcing company 1, an outsourcing company 2, an outsourcing company 3, and an outsourcing company 4, according to a preset proportion; distributing the service to be processed (accounting for 50% of the total amount of the manual customer service) corresponding to the service category 5, the service category 6, the service category 7 and the service category 8 with the service category scores of 40-60 into a second-order (high-order) service package, and correspondingly distributing the service in the second-order service package to two outsourcing channels, namely an outsourcing company 3 and an outsourcing company 4, according to a preset proportion; distributing the service to be processed (accounting for 10% of the total amount of the manual customer service) corresponding to the service category 9 and the service category 10 with the service category score below 40 into a first-order (self-operation) service package, and correspondingly distributing the service in the second-order service package to five outsourcing channels, namely a self-operation channel, an outsourcing company 1, an outsourcing company 2, an outsourcing company 3 and an outsourcing company 4 according to a preset proportion.

The order of a service packet refers to the importance of the service packet, and the more important a service packet is, the more important the service contained therein is, the more important it needs to be allocated to a high-quality service bearer. Generally speaking, the to-be-processed services corresponding to the service categories with high risk, difficult, complicated and poor user experience are more important services, and need to be allocated to the service packets with higher orders, and accordingly, the services in the service packets with higher orders are carried by the carrying channels with higher service levels. In fig. 3, the first order service has a higher order than the second order service packet, and the second order service packet has a higher order than the third order service packet.

Compared with the method for processing the service, which randomly allocates the bearer channels according to the number of the services to be processed, the method for processing the service according to the embodiment of the present disclosure obtains the scores of the service categories (service scenes) corresponding to the services to be processed by comprehensively considering the scoring indexes of the service categories in multiple dimensions, such as risk dimension, user experience dimension, service value dimension, and the like, and then determines the bearer channels of the services to be processed based on the scores of the service categories corresponding to the services to be processed, so that an effect of allocating the appropriate services to be processed to the appropriate bearer channels can be obtained.

Optionally, as shown in fig. 4, on the basis of the embodiment shown in fig. 2, the service processing method provided in this specification may further include:

and step 208, determining the current service quality of the target object in the service processing system.

The target object comprises at least one of a connection channel and a service package, and the service processing system comprises a plurality of connection channels and a plurality of service packages. The receiving channel includes a self-organizing channel and an outsourcing channel, and the service packet includes service packets with different orders, such as a first order service packet, a second order service packet, and a third order service packet in fig. 3.

As an example, step 208 may specifically include: and determining the current value of the preset service quality evaluation index of the target object based on the service processing data of the target object in the service processing system in the preset historical time period. Wherein the preset historical period may be the past month, the past week, or the past 24 hours; the preset quality of service evaluation index may include, but is not limited to: one or more of a one-time resolution, user satisfaction, response rate, and average processing duration. When the service to be processed is the telephone traffic to be processed, the preset service quality evaluation index comprises one or more of a one-time resolution rate, user satisfaction, a call completing rate, an average call completing duration and a transfer rate.

Step 210, based on the current service quality of the target object, the service packet structure in the pre-allocation scheme is adjusted to obtain the adjusted allocation scheme.

The adjusting the service packet structure in the pre-allocation scheme may include: and generally speaking, the service quality of a receiving channel corresponding to the high-order service packet is higher than that of a receiving channel corresponding to the low-order service packet.

For example, for a to-be-processed service corresponding to a certain service category, the to-be-processed service corresponding to the service category is received by an outsourcing channel before adjustment, and the to-be-processed service corresponding to the service category in the pre-allocation scheme is also allocated to a low-order service package.

For another example, before adjustment, 70% of the to-be-processed services corresponding to a certain service category are received by an outsourcing channel, 30% of the to-be-processed services corresponding to the service category are received by a self-operation channel, and correspondingly, 70% of the to-be-processed services corresponding to the service category in the pre-allocation scheme are allocated to a basic service package, and 30% of the to-be-processed services are allocated to a self-operation service package.

Step 212, re-determining the quality of service of the target object based on the adjusted allocation scheme.

The step is equivalent to estimating the service quality of the target object based on the adjusted distribution scheme, and specifically, the estimation value of the preset service quality evaluation index of the target object is determined when the target object processes the service to be processed according to the adjusted distribution scheme.

Step 214, determining whether the service quality of the redetermined target object meets a preset condition, if so, executing step 216, otherwise, returning to execute step 210.

For example, if the reduction amplitude of the pre-estimated value of the pre-set service quality evaluation index relative to the current value is smaller than the pre-set amplitude, or if the pre-estimated value of the pre-set service quality evaluation index is greater than or equal to the current value, the service quality of the re-determined target object is determined to meet the pre-set condition; and if the reduction amplitude of the estimated value of the preset service quality evaluation index relative to the current value is larger than the preset amplitude, judging that the service quality of the redetermined target object does not meet the preset condition.

The above judgment manner is merely an example. It should be understood that the determination manner may be different for different preset qos evaluation indexes, for example, the one-time resolution, the user satisfaction and the call completing rate, which are determined in the above manner, but the average call completing time length and the call completing rate need to be determined in the opposite manner to the above determination manner. That is, when the preset service quality evaluation index is the average on-time or the transfer rate, if the reduction amplitude of the pre-estimated value of the preset service quality evaluation index relative to the current value is smaller than the preset amplitude, or if the pre-estimated value of the preset service quality evaluation index is greater than or equal to the current value, it is determined that the service quality of the newly determined target object does not satisfy the preset condition; and if the reduction amplitude of the estimated value of the preset service quality evaluation index relative to the current value is larger than the preset amplitude, judging that the service quality of the redetermined target object meets the preset condition.

In any case, if the estimated service quality of the target object based on the adjusted distribution mode is improved, it may be determined that the service quality of the newly determined target object satisfies the preset condition; and if the predicted service quality of the target object based on the adjusted distribution mode is reduced and the reduction amplitude is not acceptable, judging that the service quality of the redetermined target object does not meet the preset condition.

And step 216, taking the adjusted distribution scheme as a final distribution scheme of the plurality of services to be processed.

Step 218, based on the final allocation scheme, determining the target receiving channels of the multiple pending services respectively.

Step 220, assigning the plurality of pending services to corresponding target receiving channels.

On one hand, the service processing method provided in the embodiments of the present specification obtains the score of the service category (service scene) corresponding to the service to be processed by comprehensively considering the scoring indexes of the service category in multiple dimensions, such as risk dimension, user experience dimension, service value dimension, and the like, and then determines the receiving channel allocation scheme of the service to be processed based on the score of the service category corresponding to the service to be processed; on the other hand, before assigning the service to be processed to the corresponding supporting channel according to the distribution scheme determined by the method, the change of the service quality of each supporting channel and/or service package is evaluated, when the change meets the preset condition, the supporting channel is determined according to the distribution scheme, when the change does not meet the preset condition, the distribution scheme is adjusted until the preset condition is met, and then the supporting channel is determined according to the distribution scheme. By adopting the two technical means, the effect of distributing proper to-be-processed services to proper receiving channels can be achieved, the dynamic closed-loop iteration effect of the distribution scheme is formed, long-time iterative updating under the line in the related technology is improved to real-time updating, and the global optimization of service distribution is realized.

Optionally, as shown in fig. 5, in another embodiment, a service processing method provided in this specification may include:

step 202, determining a plurality of to-be-processed services flowing into a manual service queue, and determining service category description information of the plurality of to-be-processed services;

step 204, determining service categories corresponding to the multiple services to be processed based on the service category description information of the multiple services to be processed;

step 222, determining whether the plurality of pending services include a specified pending service, if so, executing step 224, otherwise, executing step 206.

And if the to-be-processed service corresponding to the specified service category needs to be carried through a self-supporting channel, the to-be-processed service is specified to be carried through the specified carrying channel.

Step 224, allocating the designated pending service of the pending services to a designated receiving channel, and executing step 206 on the remaining pending services of the pending services.

The scoring of one service category is determined based on scoring indexes of multiple dimensions of historical services corresponding to the service category, wherein the multiple dimensions include a risk dimension, a user experience dimension and a service value dimension.

It should be understood that before determining the distribution scheme of the receiving channel of the to-be-processed service based on the score of the service class corresponding to the to-be-processed service, the to-be-processed service to be received by the specified receiving channel is directly distributed to the specified receiving channel, so that the efficiency of distributing the to-be-processed service can be improved.

Optionally, as can be seen in fig. 1, before step 202, a service processing method provided in this embodiment of the present specification may further include: determining whether the quantity of the to-be-processed services to be sent into the manual service queue is larger than a preset quantity, wherein the preset quantity is the maximum manual customer service volume which can be received by a current receiving channel in the service processing system; and if the number of the to-be-processed services to be sent into the manual service queue is larger than the preset number, intercepting the part of the to-be-processed services exceeding the preset number by the self-service customer service, and sending the rest of the to-be-processed services into the manual service queue. In other words, the sustainable traffic volume of the customer service support channel is taken into account, so that the traffic distribution as a whole is optimized.

In summary, the service processing method provided in the embodiments of the present specification can intelligently layer services to be processed (allocate services to be processed corresponding to different service categories to appropriate bearer channels), and quickly evaluate the quality of service of the bearer channels and/or service packages, thereby flexibly adjusting the allocation scheme of the bearer channels to be processed and implementing global optimization of service allocation; or, on the basis of considering the inflow magnitude of the service to be processed, the service quality and the resource utilization condition of the receiving channel are also considered, and the effects of adjusting the peaks and the troughs of the service and iteratively updating the distribution scheme in real time can be obtained, so that the global optimization of service distribution is realized.

The above is a description of embodiments of the method provided in this specification, and the electronic device provided in this specification is described below.

Fig. 6 is a schematic structural diagram of an electronic device provided in an embodiment of the present specification. Referring to fig. 6, at a hardware level, the electronic device includes a processor, and optionally further includes an internal bus, a network interface, and a memory. The Memory may include a Memory, such as a Random-Access Memory (RAM), and may further include a non-volatile Memory, such as at least 1 disk Memory. Of course, the electronic device may also include hardware required for other services.

The processor, the network interface, and the memory may be connected to each other via an internal bus, which may be an ISA (Industry Standard Architecture) bus, a PCI (peripheral component Interconnect) bus, an EISA (Extended Industry Standard Architecture) bus, or the like. The bus may be divided into an address bus, a data bus, a control bus, etc. For ease of illustration, only one double-headed arrow is shown in FIG. 6, but that does not indicate only one bus or one type of bus.

And the memory is used for storing programs. In particular, the program may include program code comprising computer operating instructions. The memory may include both memory and non-volatile storage and provides instructions and data to the processor.

The processor reads the corresponding computer program from the nonvolatile memory into the memory and then runs the computer program to form the service processing device on the logic level. The processor is used for executing the program stored in the memory and is specifically used for executing the following operations:

The service processing method disclosed by the embodiment shown in any one of fig. 2, fig. 4 and fig. 5 in this specification can be applied to a processor or implemented by the processor. The processor may be an integrated circuit chip having signal processing capabilities. In implementation, the steps of the above method may be performed by integrated logic circuits of hardware in a processor or instructions in the form of software. The Processor may be a general-purpose Processor, including a Central Processing Unit (CPU), a Network Processor (NP), and the like; but also Digital Signal Processors (DSPs), Application Specific Integrated Circuits (ASICs), Field Programmable Gate Arrays (FPGAs) or other Programmable logic devices, discrete Gate or transistor logic devices, discrete hardware components. The various methods, steps and logic blocks disclosed in one or more embodiments of the present specification may be implemented or performed. A general purpose processor may be a microprocessor or the processor may be any conventional processor or the like. The steps of a method disclosed in connection with one or more embodiments of the present disclosure may be embodied directly in hardware, in a software module executed by a hardware decoding processor, or in a combination of the hardware and software modules executed by a hardware decoding processor. The software module may be located in ram, flash memory, rom, prom, or eprom, registers, etc. storage media as is well known in the art. The storage medium is located in a memory, and a processor reads information in the memory and completes the steps of the method in combination with hardware of the processor.

The electronic device may further execute the service processing method provided in any one of the embodiments in fig. 2, fig. 4, and fig. 5, which is not described herein again.

Of course, besides the software implementation, the electronic device in this specification does not exclude other implementations, such as logic devices or a combination of software and hardware, and the like, that is, the execution subject of the following processing flow is not limited to each logic unit, and may also be hardware or logic devices.

This specification embodiment also proposes a computer-readable storage medium storing one or more programs, the one or more programs comprising instructions, which when executed by a portable electronic device comprising a plurality of application programs, are capable of causing the portable electronic device to perform the method of the embodiment shown in fig. 2, and in particular to perform the following operations:

The following is a description of the apparatus provided in this specification.

As shown in fig. 7, an embodiment of the present specification provides a service processing apparatus 700, and in one software implementation, the apparatus 700 may include: a first determining module 701, a second determining module 702 and a third determining module 703.

The first determining module 701 is configured to determine multiple to-be-processed services flowing into the manual service queue, and determine service category description information of the multiple to-be-processed services.

A second determining module 702, configured to determine, based on the service category description information of the multiple services to be processed, service categories corresponding to the multiple services to be processed.

A third determining module 703 is configured to determine, based on scores of service categories corresponding to the multiple services to be processed, an allocation scheme of the receiving channels of the multiple services to be processed, where a score of a service category is determined based on score indexes of multiple dimensions of a historical service corresponding to the service category, where the multiple dimensions include a risk dimension, a user experience dimension, and a service value dimension.

It should be noted that the service processing apparatus 700 shown in fig. 7 can implement the method shown in fig. 2 and obtain the same technical effect, and details can refer to the method shown in fig. 2 and are not repeated.

As shown in fig. 8, an embodiment of the present specification provides a service processing apparatus 700, and in one software implementation, the apparatus 700 may include: a first determining module 701, a second determining module 702, a third determining module 703, a first quality determining module 704, a service packet adjusting module 705, a second quality determining module 706, a first judging module 707, a fourth determining module 708, a fifth determining module 709 and an assigning module 710.

A third determining module 703 is configured to determine, based on scores of service categories corresponding to the multiple services to be processed, a pre-allocation scheme of the receiving channels of the multiple services to be processed, where a score of a service category is determined based on score indexes of multiple dimensions of a historical service corresponding to the service category, where the multiple dimensions include a risk dimension, a user experience dimension, and a service value dimension.

A first quality determination module 704, configured to determine a current quality of service of a target object in the business processing system. The target object comprises at least one of a connection channel and a service package, and the service processing system comprises a plurality of connection channels and a plurality of service packages.

The service packet adjusting module 705 is configured to adjust a service packet structure in the pre-allocation scheme based on the current service quality of the target object, so as to obtain an adjusted allocation scheme.

A second quality determination module 706, configured to re-determine the quality of service of the target object based on the adjusted allocation scheme.

The first determining module 707 is configured to determine whether the service quality of the re-determined target object meets a preset condition, if so, trigger the fourth determining module 708, otherwise, return to the triggering of the service packet adjusting module 705.

A fourth determining module 708, configured to use the adjusted allocation scheme as a final allocation scheme of the multiple pending services.

A fifth determining module 709, configured to determine, based on the final allocation scheme, target receiving channels of the multiple to-be-processed services respectively.

The assigning module 710 is configured to assign the plurality of pending services to corresponding target receiving channels.

It should be noted that the service processing apparatus 700 shown in fig. 8 can implement the method shown in fig. 4 and obtain the same technical effect, and details can refer to the method shown in fig. 4 and are not repeated.

As shown in fig. 9, an embodiment of the present specification provides a service processing apparatus 700, and in one software implementation, the apparatus 700 may include: a first determining module 701, a second determining module 702, a second judging module 711, a designated service distributing module 712 and a third determining module 703.

The second determining module 711 is configured to determine whether the multiple services to be processed include a specified service to be processed, if so, trigger the specified service allocating module 712, otherwise, trigger the third determining module 703.

A designated service allocating module 712, configured to allocate a designated service to be processed in the multiple services to be processed to a designated receiving channel, and trigger a third determining module 703 for the remaining services to be processed in the multiple services to be processed.

It should be noted that the service processing apparatus 700 shown in fig. 9 can implement the method shown in fig. 5 and obtain the same technical effect, and details can refer to the method shown in fig. 5 and are not repeated.

While certain embodiments of the present disclosure have been described above, other embodiments are within the scope of the following claims. In some cases, the actions or steps recited in the claims may be performed in a different order than in the embodiments and still achieve desirable results. In addition, the processes depicted in the accompanying figures do not necessarily require the particular order shown, or sequential order, to achieve desirable results. In some embodiments, multitasking and parallel processing may also be possible or may be advantageous.

The embodiments in the present specification are described in a progressive manner, and the same and similar parts among the embodiments are referred to each other, and each embodiment focuses on the differences from the other embodiments. In particular, as for the apparatus embodiment, since it is substantially similar to the method embodiment, the description is relatively simple, and for the relevant points, reference may be made to the partial description of the method embodiment.

In short, the above description is only a preferred embodiment of the present disclosure, and is not intended to limit the scope of the present disclosure. Any modification, equivalent replacement, improvement, etc. made within the spirit and principle of one or more embodiments of the present disclosure should be included in the scope of protection of one or more embodiments of the present disclosure.

The systems, devices, modules or units illustrated in the above embodiments may be implemented by a computer chip or an entity, or by a product with certain functions. One typical implementation device is a computer. In particular, the computer may be, for example, a personal computer, a laptop computer, a cellular telephone, a camera phone, a smartphone, a personal digital assistant, a media player, a navigation device, an email device, a game console, a tablet computer, a wearable device, or a combination of any of these devices.

Computer-readable media, including both non-transitory and non-transitory, removable and non-removable media, may implement information storage by any method or technology. The information may be computer readable instructions, data structures, modules of a program, or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), Static Random Access Memory (SRAM), Dynamic Random Access Memory (DRAM), other types of Random Access Memory (RAM), Read Only Memory (ROM), Electrically Erasable Programmable Read Only Memory (EEPROM), flash memory or other memory technology, compact disc read only memory (CD-ROM), Digital Versatile Discs (DVD) or other optical storage, magnetic cassettes, magnetic tape magnetic disk storage or other magnetic storage devices, or any other non-transmission medium that can be used to store information that can be accessed by a computing device. As defined herein, a computer readable medium does not include a transitory computer readable medium such as a modulated data signal and a carrier wave.

It should also be noted that the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other like elements in a process, method, article, or apparatus that comprises the element.

The embodiments in the present specification are described in a progressive manner, and the same and similar parts among the embodiments are referred to each other, and each embodiment focuses on the differences from the other embodiments. In particular, for the system embodiment, since it is substantially similar to the method embodiment, the description is simple, and for the relevant points, reference may be made to the partial description of the method embodiment.

Claims

1. A method of traffic processing, the method comprising:

2. The method according to claim 1, wherein determining a distribution scheme of the supporting channels of the multiple services to be processed based on the scores of the service classes corresponding to the multiple services to be processed comprises:

determining a pre-distribution scheme of the carrying channels of the plurality of services to be processed based on the scores and the preset corresponding relation of the service classes corresponding to the plurality of services to be processed;

the preset corresponding relation is the corresponding relation between the service category score and the receiving channel, the pre-distribution scheme comprises a plurality of service packets, one service packet corresponds to at least one receiving channel, and one service to be processed is distributed to one service packet in the plurality of service packets.

3. The method of claim 2, further comprising:

determining the current service quality of a target object in a service processing system, wherein the target object comprises at least one of a carrying channel and a service packet, and the service processing system comprises a plurality of carrying channels and a plurality of service packets;

based on the current service quality of the target object, adjusting a service packet structure in the pre-allocation scheme to obtain an adjusted allocation scheme;

re-determining the quality of service of the target object based on the adjusted allocation scheme;

and when the service quality of the target object which is determined again meets a preset condition, taking the adjusted distribution scheme as a final distribution scheme of the plurality of services to be processed.

4. The method of claim 3, further comprising:

respectively determining target receiving channels of the plurality of businesses to be processed based on the final distribution scheme;

and assigning the plurality of pending services to respective target connecting channels.

5. The method of claim 3, further comprising:

and returning to execute the service quality based on the target object and adjusting a service package structure in the pre-allocation scheme to obtain an adjusted allocation scheme when the service quality of the target object determined again does not meet the preset condition.

6. The method of claim 3, wherein adjusting the service packet structure in the pre-allocation scheme comprises:

and (2) the service to be processed in the high-order service packet is transferred to the low-order service packet, and/or the service to be processed in the low-order service packet is recovered to the high-order service packet, wherein the service quality of a carrying channel corresponding to the high-order service packet is higher than that of a carrying channel corresponding to the low-order service packet.

7. The method of claim 3, wherein determining a current quality of service of a target object in a business process system comprises:

determining the current value of the preset service quality evaluation index of a target object based on the service processing data of the target object in a preset historical time period in a service processing system.

8. The method of claim 7, wherein re-determining the quality of service of the target object based on the adjusted allocation scheme comprises:

and determining the pre-estimated value of the preset service quality evaluation index of the target object when the target object processes the service to be processed according to the adjusted distribution scheme.

9. The method according to claim 7 or 8,

the service to be processed is a telephone traffic to be processed, and the preset service quality evaluation index comprises one or more of a one-time resolution rate, user satisfaction, a call completing rate, an average call completing duration and a transfer rate.

10. The method of claim 8, wherein the first and second light sources are selected from the group consisting of,

if the reduction amplitude of the pre-estimated value of the preset service quality evaluation index relative to the current value is smaller than a preset amplitude, or if the pre-estimated value of the preset service quality evaluation index is larger than or equal to the current value, the service quality of the target object which is determined anew meets a preset condition is judged;

and if the reduction amplitude of the estimated value of the preset service quality evaluation index relative to the current value is larger than the preset amplitude, judging that the service quality of the redetermined target object does not meet the preset condition.

11. The method according to claim 1, before determining the distribution scheme of the supporting channels of the plurality of pending services based on the scores of the service classes corresponding to the plurality of pending services, further comprising:

determining the score of a target service category based on the score indexes of multiple dimensions of the historical service corresponding to the target service category, wherein the target service category comprises the service categories corresponding to the multiple to-be-processed services.

12. The method of claim 11, wherein determining a score for a target traffic category based on scoring indicators for multiple dimensions of historical traffic corresponding to the target traffic category comprises:

after the scoring indexes of the historical services corresponding to the target service category in the target dimension are normalized, weighting and summing to obtain the score of the target service category in the target dimension, wherein the target dimension is any dimension in the multiple dimensions;

and weighting and summing the scores of the target service category under the multiple dimensions to obtain the comprehensive score of the target service category.

13. The method according to claim 1, before determining the distribution scheme of the supporting channels of the plurality of pending services based on the scores of the service classes corresponding to the plurality of pending services, further comprising:

determining whether the plurality of services to be processed contain appointed services to be processed, wherein the appointed services to be processed need to be carried through an appointed carrying channel;

if yes, distributing the appointed service to be processed in the plurality of services to be processed to the appointed receiving channel, and executing the grading based on the service classes corresponding to the plurality of services to be processed to the rest services to be processed in the plurality of services to be processed to determine the distribution scheme of the receiving channel of the plurality of services to be processed;

and if not, executing the step of determining the distribution scheme of the carrying channels of the plurality of services to be processed based on the scores of the service classes corresponding to the plurality of services to be processed.

14. The method of claim 1, wherein prior to determining the plurality of pending traffic flowing into the manual service queue, further comprising:

determining whether the number of the to-be-processed services to be sent into the manual service queue is larger than a preset number, wherein the preset number is the maximum manual customer service volume which can be received by a current receiving channel in a service processing system;

and if the number of the to-be-processed services to be sent into the manual service queue is larger than the preset number, intercepting the part of the to-be-processed services exceeding the preset number by the self-service customer service, and sending the rest of the to-be-processed services into the manual service queue.

15. The method of claim 14, wherein the determining the traffic category description information of the plurality of pending traffic comprises:

and determining the service category description information of the plurality of services to be processed according to the interactive information between the user initiating the plurality of services to be processed and the interactive voice response IVR or self-service customer service.

16. A traffic processing apparatus, the apparatus comprising:

17. An electronic device, comprising:

a processor; and

18. A computer-readable storage medium storing one or more programs that, when executed by an electronic device including a plurality of application programs, cause the electronic device to: