CN111583023A - Service processing method, device and computer system - Google Patents

Service processing method, device and computer system Download PDF

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Publication number
CN111583023A
CN111583023A CN202010379516.7A CN202010379516A CN111583023A CN 111583023 A CN111583023 A CN 111583023A CN 202010379516 A CN202010379516 A CN 202010379516A CN 111583023 A CN111583023 A CN 111583023A
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service
user
user terminal
terminal
server
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时晓玉
仝亚鹏
魏雪
臧奇
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Industrial and Commercial Bank of China Ltd ICBC
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Industrial and Commercial Bank of China Ltd ICBC
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Priority to CN202010379516.7A priority Critical patent/CN111583023A/en
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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
    • G06Q40/02—Banking, e.g. interest calculation or account maintenance
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
    • G06Q40/04—Trading; Exchange, e.g. stocks, commodities, derivatives or currency exchange

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Abstract

The disclosure provides a business processing method applied to a service platform. The method comprises the following steps: a first session between the service platform and the user terminal is established over a first predetermined communication channel based on a session request from the user terminal. Based on the first session, it is determined whether the user terminal meets a predetermined condition. If so, a service request for the user terminal is constructed. And sending the service request to at least one of the plurality of server terminals so that one of the at least one server terminal establishes a second session with the user terminal through a second predetermined communication channel. The disclosure also provides a business processing device and a computer system.

Description

Service processing method, device and computer system
Technical Field
The present disclosure relates to the field of internet technologies, and in particular, to a method and an apparatus for processing a service, and a computer system.
Background
Typically, a service provider may provide services through a service platform and a server terminal. In one case, the service platform and the service side terminal are independent of each other, and the service platform and the service side terminal interact with the user terminal through respective channels, so that services cannot be provided to the user terminal cooperatively. For example, a user interacts with the service platform through the user terminal, and when the service platform is found to be unable to meet the service requirement, the user needs to search the relevant service side terminal again, and explain the service requirement to the service side terminal again, so as to wait for the solution of the service side terminal. The process is redundant and tedious, and the service party terminal searched by the user cannot meet the service requirement of the user under many conditions. This results in limited quality of service for the service provider and reduced user experience.
Disclosure of Invention
One aspect of the present disclosure provides a service processing method applied to a service platform. The method comprises the following steps: a first session between the service platform and the user terminal is established over a first predetermined communication channel based on a session request from the user terminal. Based on the first session, it is determined whether the user terminal meets a predetermined condition. If so, a service request for the user terminal is constructed. And sending the service request to at least one of the plurality of server terminals so that one of the at least one server terminal establishes a second session with the user terminal through a second predetermined communication channel.
Optionally, the determining whether the ue meets the predetermined condition based on the first session includes: the session text in the first session is analyzed based on natural language processing techniques to determine intent information of the user terminal. And determining the service class according to the intention information, and then determining the service level corresponding to the service class. And when the service level is higher than the preset level, determining that the user terminal meets the preset condition.
Optionally, the determining whether the ue meets the predetermined condition based on the first session includes: user attribute data and/or user behavior data of the user terminal are obtained. User profile data for the user terminal is determined based on the user attribute data and/or the user behavior data. A rating of the user terminal is determined based on the user profile data. And when the score is higher than the preset score, determining that the user terminal meets the preset condition.
Optionally, the obtaining the user attribute data and/or the user behavior data of the user terminal includes: user identification information associated with a user terminal is acquired, and user attribute information for the user identification information is queried. Wherein the user attribute information includes at least one of: user category information, user account information, and user personal information.
Optionally, the obtaining the user attribute data and/or the user behavior data of the user terminal includes: user identification information associated with a user terminal is acquired, and user behavior data for the user identification information is queried. Wherein the user behavior data comprises at least one item of transaction behavior data, wherein each item of transaction behavior data comprises at least one of: transaction type, transaction content, transaction amount, transaction object information, time information, service evaluation information, and service relationship information.
Optionally, the determining user portrait data of the user terminal based on the user attribute data and/or the user behavior data includes: a set of tags characterizing the user representation is extracted based on the user attribute data and/or the user behavior data.
Optionally, the service request for the user terminal includes at least one of the following: user identification information associated with a user terminal, the service category, and the user representation data.
Optionally, the method further includes: before the service request is sent to at least one of the plurality of server terminals, one or more server terminals matching the user terminal are determined from the plurality of server terminals. On this basis, the sending of the service request to at least one of the plurality of server terminals includes: and broadcasting the service request to the one or more server terminals matched with the user terminal so as to enable the one or more server terminals matched with the user terminal to respond to the service request, wherein the second session is established by the server terminal which responds firstly. If no response exists within the preset time, selecting one service side terminal from the one or more service side terminals matched with the user terminal according to a preset rule, and sending a service request to the one service side terminal so that the one service side terminal establishes a second session with the user terminal.
Optionally, the determining one or more service terminals matching the user terminal from the plurality of service terminals includes: first position information of the user terminal is obtained, and the first position information is used for representing the current position of the user terminal. Then, the server terminal of the service network point located in the preset distance range of the current position is used as the server terminal matched with the user terminal.
Optionally, the determining one or more service terminals matching the user terminal from the plurality of service terminals further includes: and if the first position information is failed to be acquired, acquiring second position information of the user terminal, wherein the second position information is used for representing the creation position of a user account associated with the user terminal or the home position of the user terminal. Then, the server terminal of the service network point located in the preset distance range of the creation position or the home position is used as the server terminal matched with the user terminal.
Optionally, the determining one or more service terminals matching the user terminal from the plurality of service terminals includes: and determining whether the user terminal has a preset service party or not according to the user portrait data. And if so, taking the service side terminal corresponding to the preset service side as the service side terminal matched with the user terminal.
Optionally, the determining one or more service terminals matching the user terminal from the plurality of service terminals further includes: and if the user terminal does not have a preset service party, determining the service party of the latest user transaction behavior according to the user portrait data. And taking the service side terminal corresponding to the service side of the latest user transaction behavior as the service side terminal matched with the user terminal.
Optionally, the determining one or more service terminals matching the user terminal from the plurality of service terminals further includes: and if the server of the latest user transaction behavior cannot be determined, acquiring first position information of the user terminal, wherein the first position information is used for representing the current position of the user terminal. At least one service mesh point located within a predetermined distance range of the current location is determined. For each server terminal belonging to at least one service network point, a priority score of the server terminal with respect to the user terminal is calculated. And sequencing the server terminals belonging to at least one service network point according to the sequence of the priority scores from high to low, and selecting the top preset number of server terminals as the server terminals matched with the user terminals.
Optionally, the calculating the priority value of the server terminal with respect to the user terminal includes: and determining a first score according to the evaluation information aiming at the server side terminal in the user behavior data. And determining a second score according to the matching degree of the service side terminal and the service class. And determining a third score according to the number of the service requests to be processed corresponding to the service side terminal. And then, carrying out weighted summation on the first score, the second score and the third score by using a preset first weight, a preset second weight and a preset third weight to obtain a priority score of the service side terminal relative to the user terminal.
Optionally, the one or more server terminals matched with the user terminal responding to the service request includes: any one of the one or more server terminals matched with the user terminal sends response information in a remote procedure call mode, wherein the response information comprises: identification information of the service request and a public key. The method further comprises the following steps: after receiving the response information, inquiring a private key of the service request according to the identification information of the service request in the response information, and pairing the public key in the response information with the found private key. And if the pairing is successful, determining that the response information is legal, and allowing the server side terminal sending the response information to establish a second session.
Another aspect of the present disclosure provides a service processing apparatus applied to a service platform. The device includes: the session module is used for establishing a first session between the service platform and the user terminal through a first preset communication channel based on a session request from the user terminal. The decision module is used for determining whether the user terminal meets a preset condition or not based on the first session. The construction module is used for constructing a service request aiming at the user terminal when the user terminal is determined to meet the preset condition. The switching module is used for sending the service request to at least one service side terminal in a plurality of service side terminals, so that one service side terminal in the at least one service side terminal establishes a second session with the user terminal through a second preset communication channel.
Another aspect of the present disclosure provides an electronic device including: a memory, a processor and a computer program stored on the memory and executable on the processor, the processor when executing the computer program for implementing the method of identifying a set of accounts as described above.
Another aspect of the present disclosure provides a computer-readable storage medium storing computer-executable instructions for implementing the method as described above when executed.
Another aspect of the disclosure provides a computer program comprising computer executable instructions for implementing the method as described above when executed.
According to the embodiment of the disclosure, the service platform can not only establish the first session based on the session request of the user terminal, but also transfer the service request aiming at the user terminal to a plurality of service side terminals when the current user terminal is determined to meet the predetermined condition, one of the plurality of service side terminals takes over the service platform to continue providing service for the user terminal, and performs the second session with the user terminal. The service platform and the server side terminal realize the cooperative service for the user terminal, redundant operation can be reduced, the service quality is improved, and therefore user experience is improved.
Drawings
For a more complete understanding of the present disclosure and the advantages thereof, reference is now made to the following descriptions taken in conjunction with the accompanying drawings, in which:
fig. 1 schematically illustrates an exemplary system architecture of an application traffic processing method and apparatus according to an embodiment of the present disclosure;
FIG. 2 schematically shows a flow diagram of a traffic handling method according to an embodiment of the present disclosure;
FIG. 3 schematically illustrates an example diagram of a service platform according to an embodiment of the disclosure;
FIG. 4 schematically illustrates an example diagram of a user representation model in accordance with an embodiment of the disclosure;
FIG. 5 schematically illustrates an example flow diagram based on priority matching in accordance with an embodiment of this disclosure;
FIG. 6 schematically illustrates an example diagram of a service platform interacting with a server terminal in accordance with an embodiment of the disclosure;
fig. 7 schematically shows a block diagram of a traffic processing device according to an embodiment of the present disclosure; and
FIG. 8 schematically shows a block diagram of a computer system according to an embodiment of the disclosure.
Detailed Description
Hereinafter, embodiments of the present disclosure will be described with reference to the accompanying drawings. It should be understood that the description is illustrative only and is not intended to limit the scope of the present disclosure. In the following detailed description, for purposes of explanation, numerous specific details are set forth in order to provide a thorough understanding of the embodiments of the disclosure. It may be evident, however, that one or more embodiments may be practiced without these specific details. Moreover, in the following description, descriptions of well-known structures and techniques are omitted so as to not unnecessarily obscure the concepts of the present disclosure.
The terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the disclosure. The terms "comprises," "comprising," and the like, as used herein, specify the presence of stated features, steps, operations, and/or components, but do not preclude the presence or addition of one or more other features, steps, operations, or components.
All terms (including technical and scientific terms) used herein have the same meaning as commonly understood by one of ordinary skill in the art unless otherwise defined. It is noted that the terms used herein should be interpreted as having a meaning that is consistent with the context of this specification and should not be interpreted in an idealized or overly formal sense.
Where a convention analogous to "at least one of A, B and C, etc." is used, in general such a construction is intended in the sense one having skill in the art would understand the convention (e.g., "a system having at least one of A, B and C" would include but not be limited to systems that have a alone, B alone, C alone, a and B together, a and C together, B and C together, and/or A, B, C together, etc.). Where a convention analogous to "A, B or at least one of C, etc." is used, in general such a construction is intended in the sense one having skill in the art would understand the convention (e.g., "a system having at least one of A, B or C" would include but not be limited to systems that have a alone, B alone, C alone, a and B together, a and C together, B and C together, and/or A, B, C together, etc.).
The embodiment of the disclosure provides a business processing method, a business processing device and electronic equipment, which are applied to a service platform. The method may include a session process, a decision process, a request construction process, and a transit process. During the session, a first session between the service platform and the user terminal is established via a first predetermined communication channel based on a session request from the user terminal. A decision process is then made to determine whether the user terminal meets a predetermined condition based on the first session. And if so, performing a request construction process to construct a service request aiming at the user terminal. And then, carrying out a switching process aiming at the constructed service request, and sending the service request to at least one service side terminal in a plurality of service side terminals so as to enable one service side terminal in the at least one service side terminal to establish a second session with the user terminal through a second preset communication channel.
Fig. 1 schematically illustrates an exemplary system architecture 100 to which the traffic processing methods and apparatus may be applied, according to an embodiment of the disclosure. It should be noted that fig. 1 is only an example of a system architecture to which the embodiments of the present disclosure may be applied to help those skilled in the art understand the technical content of the present disclosure, and does not mean that the embodiments of the present disclosure may not be applied to other devices, systems, environments or scenarios.
As shown in fig. 1, a system architecture 100 according to this embodiment may include a plurality of user terminals 101, a service platform 102, and a plurality of server terminals 103. The user terminal 102 and the server terminal 103 may be various terminal devices, such as a desktop computer, a portable computer, a smart phone, a tablet computer, and the like, without limitation. The service platform 102 may be various electronic devices with certain computing capabilities, such as a server or a server cluster, and the like, without limitation. Among them, a service system 104 composed of a service platform 102 and a plurality of server terminals 103 is used to provide services to the user terminal 101. Illustratively, in a banking scenario, the service platform 102 may be a remote banking service center, such as an online remote seat system, and each service party terminal 103 may be, for example, a terminal device used by a staff at a specific banking outlet for providing a business service, such as a business terminal used by a customer service manager at each outlet. The user may interact with the service platform 102 or the service side terminal 103 through various channels such as a web client, an instant messaging client, a bank application client, and the like installed in the user terminal 101 to perform business consultation, business transaction, and the like.
In one case, the service platform and the service side terminal are independent of each other, and the service platform and the service side terminal interact with the user terminal through respective channels, so that services cannot be provided to the user terminal cooperatively. For example, a user interacts with the service platform through the user terminal, and when the service platform is found to be unable to meet the service requirement, the user needs to search the relevant service side terminal again, and explain the service requirement to the service side terminal again, so as to wait for the solution of the service side terminal. The process is redundant and tedious, and the service party terminal searched by the user cannot meet the service requirement of the user under many conditions. This results in limited quality of service for the service provider and reduced user experience.
According to an embodiment of the present disclosure, a service processing method is provided, which is exemplarily described below with reference to the accompanying drawings. It should be noted that the service processing method provided by the embodiment of the present disclosure may be generally executed by the service platform 102. Accordingly, the service processing apparatus provided by the embodiment of the present disclosure may be generally disposed in the service platform 102. It should be noted that the sequence numbers of the respective operations in the following methods are merely used as representations of the operations for description, and should not be construed as representing the execution order of the respective operations. The method need not be performed in the exact order shown, unless explicitly stated.
Fig. 2 schematically shows a flowchart of a business processing method applied to a service platform, so that the service platform and a plurality of service party terminals can cooperatively provide services to a user terminal according to an embodiment of the disclosure.
As shown in fig. 2, the method may include operations S210 to S240.
In operation S210, a first session between the service platform and the user terminal is established through a first predetermined communication channel based on a session request from the user terminal.
Illustratively, a first predetermined communication channel is established between the user terminal and the service platform, and the user terminal and the service platform conduct a first session through the first predetermined communication channel. For example, the service platform is an online remote position system, and is used for providing services such as text, voice or video service consultation, handling and support for users. The session text in the first session may reflect the service requirements from the user terminal. The first predetermined communication channel may be any one of a web page communication channel, an instant messaging application communication channel, a server-specific application communication channel, and the like, for example.
In operation S220, it is determined whether the user terminal meets a predetermined condition based on the first session. If so, operation S230 is performed.
The process of determining whether the user terminal meets the predetermined condition is substantially a process of determining whether the current service requirement of the user terminal needs to be transferred to the server client for processing. When the user terminal meets the preset conditions, the service switching can be carried out, namely, the service requirement from the terminal can be transferred to a more appropriate service party terminal from the service platform. The process can be completed under the condition that the user does not sense, and the user operation cannot be increased.
In operation S230, a service request for the user terminal is constructed.
For example, after determining that the service switching can be performed, a service request may be constructed based on the first session already performed by the user terminal and the service platform, the related information of the user terminal, and the like, so that after the service switching, the service party terminal performing the service processing may obtain the service requirement of the corresponding user through the service request without being re-described by the user. Therefore, the service switching process can be seamlessly switched and continued, and the redundant repeated process is reduced.
In operation S240, a service request is sent to at least one of the plurality of server terminals, so that one of the at least one server terminal establishes a second session with the user terminal through a second predetermined communication channel.
Each of the plurality of server terminals may be, for example, a terminal device used by a staff member of a specific service network for providing services (such as service auditing, service handling, network operation, etc.), and may provide online services or offline face-to-face services. This operation S240 is to forward the service request to the service side terminal, so as to implement the transfer of the service from the online service of the service platform to the online and offline services of the service side terminal. For example, M server terminals are preset. After the service platform constructs the service request, the service request may be sent to a service side terminal, and the service side terminal establishes a second predetermined communication channel with the user terminal to perform a second session. Or the service platform may send the service request to the N service party terminals, and finally determine a service party terminal from the N service party terminals to perform the second session, where the specific selection rule is described in detail below. Wherein M and N are integers greater than 1, and M is greater than N. The second predetermined communication channel may be any one of a web page communication channel, an instant messaging application communication channel, a server-specific application communication channel, and the like, for example. The first predetermined communication channel and the second predetermined communication channel are two independent communication channels, and the communication types of the two communication channels may be the same or different, and are not limited herein.
As can be understood by those skilled in the art, in the service processing method according to the embodiment of the present disclosure, the service platform may not only establish the first session based on the session request of the user terminal, but also forward the service request for the user terminal to a plurality of server terminals when it is determined that the current user terminal meets the predetermined condition, and one of the plurality of server terminals takes over the service platform to continue providing service for the user terminal, and performs the second session with the user terminal. The service platform and the server side terminal realize the cooperative service for the user terminal, redundant operation can be reduced, the service quality and the service efficiency are improved, and therefore user experience is improved.
According to an embodiment of the present disclosure, the above process of determining whether the user terminal meets the predetermined condition based on the first session may include the following two ways, for example.
First, illustratively, the session text in the first session is analyzed based on Natural Language Processing (NLP) technology to determine intent (intent) information of the user terminal, which may reflect the business requirements of the user terminal. And determining the service class according to the intention information, and determining the service class corresponding to the service class according to a preset mapping table representing the corresponding relation between the service type and the service class. And when the service level is higher than the preset level, determining that the user terminal meets the preset condition. The service class of the service type reflects the importance degree of the service covered by the service type, and this embodiment can determine some more important service requirements from the user terminal as meeting the predetermined conditions, and can perform service switching.
In the second mode, exemplarily, user attribute data and/or user behavior data of the user terminal are acquired. The user attribute data may reflect some static characteristics of the user using the user terminal, and the user behavior data may reflect some dynamic behavior specialties of the user using the user terminal. User profile data for the user terminal is determined based on the user attribute data and/or the user behavior data. A rating of the user terminal is determined based on the user profile data. And when the score is higher than the preset score, determining that the user terminal meets the preset condition. The score of the user terminal may reflect the importance degree of the user corresponding to the user terminal, and this embodiment may determine the service requirements of some users that are more important to meet the predetermined condition, so that service switching may be performed.
For example, the user attribute data of the user terminal may be acquired as follows: user identification information associated with a user terminal is obtained, and the user identification information can be used for uniquely identifying the user for a service system consisting of a service platform and a plurality of service party terminals, so that user attribute information recorded in the service system and aiming at the user identification information can be inquired. The user attribute information may include, for example, at least one of the following: the user category information may include, for example, a deposit structure, an account type, an account balance, an account opening row, and the like of the corresponding user, and the user personal information may include, for example, a real name, a gender, a date of birth, a birth location, a mobile phone number, and the like of the user, which are not limited specifically herein.
For example, the obtaining of the user behavior data of the user terminal may include: user behavior data recorded in the service system for the user identification information is queried, also using the user identification information associated with the user terminal. Wherein the user behavior data comprises at least one item of transaction behavior data that has historically occurred. Wherein each transaction behavior data may comprise, for example, at least one of: the transaction type, the transaction content, the transaction amount, the transaction object information, the time information, the service evaluation information, the service relationship information, and the like, and the transaction type may include, for example: the transaction content may be money, financial products, insurance, precious metals, etc., the transaction object information may include, for example, another user, a bank, an enterprise, etc., the time information is used to record the time when the transaction action occurs, the service evaluation information may be related evaluation given by the user for the service after the transaction is completed, the service relationship information may record information of a service party that specifically provides the service in the transaction action, etc., and no specific limitation is made herein.
It will be appreciated that the user attribute data and user behavior data described above may describe user characteristics from a variety of dimensions, including not only static characteristics of a user but also dynamic behavior characteristics of a user. Therefore, according to embodiments of the present disclosure, user representation data of a user terminal may be determined based on user attribute data and/or user behavior data. Illustratively, the user image data may be characterized by a label set composed of labels of the above-mentioned multiple dimensions, for example, the label set may be a feature vector of multiple dimensions.
Further, the service processing method according to the embodiment of the present disclosure may further include: before the service request is sent to at least one of the plurality of server terminals, one or more server terminals matching the user terminal are determined from the plurality of server terminals. On this basis, the process of sending the service request to at least one of the plurality of server terminals includes: for example, the service request is broadcasted to the one or more server terminals matching the user terminal, so that the one or more server terminals matching the user terminal respond to the service request, wherein the second session is established by the server terminal which responds first. This process is equivalent to a process in which one or more server terminals matching the user terminal perform a service request for a service order, and may be referred to as an order grabbing process hereinafter. And if no response exists within the preset time, selecting one service side terminal from the one or more service side terminals matched with the user terminal according to a preset rule, and sending the service request to the one service side terminal so that the one service side terminal establishes a second session with the user terminal. This process corresponds to a process of dispatching a service request to a selected one of the server terminals, which may be referred to as a dispatch process hereinafter. The predetermined rule may, for example, adopt a polling mechanism to sort m server terminals matching the user terminal in advance, and then send the service request to the ith server terminal in the sorting when the ith round of dispatching is performed, where m is an integer greater than 1, and i is an integer greater than or equal to 1 and less than or equal to m. In another example, the predetermined rule may be, for example, randomly selecting one of m server terminals matched with the user terminal according to a random algorithm.
The embodiments described above are exemplified with reference to the accompanying drawings in combination with specific examples.
Fig. 3 schematically shows an exemplary diagram of a service platform according to an embodiment of the present disclosure, for exemplarily illustrating that the service platform performs a business process according to an embodiment of the present disclosure.
As shown in FIG. 3, the service platform 300 may include a service upgrade decision assistance module 310, a billing module 320, a matching module 330, a patching module 340, and a billing module 350.
The service upgrade decision assistance module 310 may be configured to perform the above-described process of determining whether the user terminal meets a predetermined condition. For example, it may be determined whether the user terminal meets a predetermined condition, that is, whether the service platform transfers the service requirement of the user terminal to the service side terminal for decision suggestion, through at least one of natural language processing and user portrait data for the first session.
The natural language processing technology is a subject of human-computer interaction, and the service upgrade decision assistance module 310 may analyze information input in the first session, extract key feature information, and the like, for example, according to a natural language processing process of the session content (for example, a session text) of the first session, including syntactic semantic analysis, information extraction, text mining, and the like, and further determine intention information of the user terminal, so as to embody a real intention of the user. The service type can be determined based on the intention information, and then whether the service platform needs to be switched to the service side terminal is determined according to the importance degree of the service type. For example, when a user inquires about which financing product has high profit from the service platform, the semantic analysis of the natural language processing technology is used for determining that the user has the financing investment requirement, the business category of the user is marketing opportunity, and the service platform can be recommended to upgrade the service to the service side terminal. The traffic classes may include, for example: complaints, business consultation, transaction requirements, marketing opportunities, and the like, for example, as a type of business above a predetermined level. The above may be set according to actual requirements, and is not limited herein.
According to an embodiment of the present disclosure, the service upgrade decision assistance module 310 may pre-construct a user profile model for abstracting user attribute information and/or user behavior data of the user terminal into a tag set based on big data processing and analysis techniques to obtain user profile data of the user terminal. The user portrait data can be used to realize accurate service and marketing promotion for the user using the user terminal. The multi-dimensional value scoring aiming at the user terminal can be provided through the user portrait data, so that a suggestion is provided for the service platform to develop service upgrading.
For example, the user representation model 400 may be divided into a user basic information analysis unit 410, a user behavior data analysis unit 420, a user marketing data analysis unit 430, and a customer representation formation unit 440, as shown in FIG. 4. The user basic information analyzing unit 410 may analyze the user attribute information according to user identification information (e.g., user number) unique to the user at the service system. The user behavior data analysis unit 420 may determine a first type of user behavior data according to the user behavior trajectory, such as analyzing a user high frequency offline transaction or a high frequency online transaction. The user marketing data analysis unit 430 may analyze the user investment preference by analyzing a second type of user behavior, such as purchasing bank financing, insurance, precious metals, deposit structures, and the like. The user image forming unit 440 may feed back the analysis result to the user image database according to the above units, and update the information in the user image database in real time. And further extracting a label set for describing the characteristics of the user according to the information in the user picture database.
With continued reference to fig. 3, the build module 320 may be configured to perform the above-described process of building a service request for a user terminal. According to an embodiment of the present disclosure, the service request for the user terminal includes at least one of the following: user identification information, a service class, and user profile data associated with the user terminal. For example, the service request may include a service ticket, and the billing module 320 may automatically obtain and pre-fill basic information of the service ticket, so that a service terminal that finally receives the service request may determine a specific service requirement of the user terminal according to the service request. The basic information of the service ticket may include: the ID of the staff (e.g. manual seat) in the service platform in the first session with the user terminal, the name of the seat, the source channel, the name of the user, the number of the mobile phone, the mark of the user grade, the service star grade, the gender, the attribution of the user, the type of the document, the description of the problem, the chat record and the like. The document type can be determined according to the business category obtained by the service upgrade decision assistance module, for example, and as in the above example, the document type can be selected from several business categories of "complaint question, business consultation, transaction requirement, marketing opportunity".
The matching module 330 is configured to perform a process of determining one or more server terminals matching the user terminal from the plurality of server terminals. In the process of switching and dispatching the constructed service request, because the distribution locations, service configurations and other aspects of different service party terminals are possibly different, whether the service request can be accurately sent to the proper service party terminal can directly influence the service experience of a user. For example, if a user needs a card service, if the service platform sends a service request corresponding to the user to a service far away from the user, the card will of the user may be affected when the user needs to perform offline card transaction. Therefore, how to select a service terminal matching the user terminal to send a service request is one of the very important issues. To this end, according to an embodiment of the present disclosure, various matching strategies are devised, including Location Based Service (LBS) matching, priority Based matching, and the like, for example. The service platform can select a matching strategy for matching according to factors such as user urgency, whether a customer is required, service star level, document type, matching efficiency and the like in actual conditions.
Illustratively, the process of location based service matching may include: first position information of the user terminal is obtained, and the first position information is used for representing the current geographic position of the user terminal. Then, the server terminal of the service network point located in the preset distance range of the current position is used as the server terminal matched with the user terminal.
Further, if the above-mentioned process fails to obtain the first location information, second location information of the user terminal is obtained, and the second location information is used for characterizing a creation location of a user account associated with the user terminal or a home location of the user terminal. Then, the server terminal of the service network point located in the preset distance range of the creation position or the home position is used as the server terminal matched with the user terminal.
It can be understood that, in the matching strategy, random selection is performed according to the near allocation principle based on the current location information of the client. For example, in a banking scenario, a number of branch or sub-branch terminals (e.g., customer service manager terminals) within 20km of the user's current location may be selected for forwarding or dispatching. And if the current position information of the user is not acquired, selecting a customer service manager terminal in a card-opening area of the user, a branch where the user belongs or a network node to carry out switching or order distribution. The matching strategy is simple and easy to realize, and meets the expectation that a user transacts services nearby.
Illustratively, a finer-grained matching process may also be performed, and the process based on priority matching may include: according to the user profile data, it is determined whether the user terminal has a preset service provider (e.g. a dedicated customer service manager appointed by the user terminal in advance). And if so, taking the service side terminal corresponding to the preset service side as the service side terminal matched with the user terminal.
Further, if the user terminal does not have a preset service party, a service party of the latest user transaction behavior (for example, a customer service manager that has established a second session with the user terminal last time) may be determined, for example, according to the time information and the service relationship information in the user behavior data of the user profile data. And taking the service side terminal corresponding to the service side of the latest user transaction behavior as the service side terminal matched with the user terminal.
Further, if the server of the last user transaction can not be determined, the first location information of the user terminal can be obtained, and the first location information is used for representing the current location of the user terminal. At least one service mesh point located within a predetermined distance range of the current location is determined. For each server terminal belonging to at least one service network point, a priority score of the server terminal with respect to the user terminal is calculated. And sequencing the server terminals belonging to at least one service network point according to the sequence of the priority scores from high to low, and selecting the top preset number of server terminals as the server terminals matched with the user terminals.
For example, the above process of calculating the priority score of the server terminal with respect to the user terminal includes: and determining a first score according to the evaluation information aiming at the server side terminal in the user behavior data. And determining a second score according to the matching degree of the service side terminal and the service class. And determining a third score according to the number of the service requests to be processed corresponding to the service side terminal. And then, carrying out weighted summation on the first score, the second score and the third score by using a preset first weight, a preset second weight and a preset third weight to obtain a priority score of the service side terminal relative to the user terminal.
The above-mentioned strategy based on priority matching can establish a priority model to dynamically match the server side terminal based on the user portrait data, such as user behavior data and user attribute data in the user portrait data. For example, fig. 5 schematically illustrates an example flow diagram based on priority matching according to an embodiment of the disclosure, which may include: operation S510 is performed to determine whether the user terminal has a dedicated service party according to the user profile data. If not, operation S520 is performed to determine whether there is a service party having established a session relationship. If not, operation S530 is performed to select a server of the nearby website based on the LBS matching. In operation S540, the selected server terminal is prioritized. Thereby obtaining one or more service side terminals matched with the user terminal in operation S550.
It will be appreciated that the above example uses four levels of screening, polling, priority queuing to find a server terminal that matches a user terminal. Taking a banking scene as an example, in the first stage, according to the related label information in the user portrait data, searching whether the user has a dedicated financial manager (service relationship information) at a bank branch, and if so, selecting the corresponding service side terminal as a matched service side terminal. And a second stage: and preferentially screening customer service managers which have established service relations with the user, if so, sequencing according to time, and selecting the service side terminal corresponding to the customer service manager which is most recently contacted as the matched service side terminal. And a third stage: one or more network points are selected nearby in a certain area range based on the current position information of the user. Fourth stage: and (4) calculating the priority value of the server terminal corresponding to the customer service manager of the selected network point and sorting the server terminals from high to low, for example, selecting the server terminal corresponding to the top m customer service managers with the highest priority value. Then, the forwarding or the order distribution can be performed for the server side terminals corresponding to the former m customer service managers. The process of calculating the priority score may be, for example, configuring the weights of several items in a background management system, controlling the growth trend of different items by using different weights, and dispatching by polling.
For example, the priority score y of a server terminal may be calculated by equation (1).
y＝n1×x1+n2×x2+n3×x3
Formula (1)
Wherein n is1、n2And n3The attribute weight coefficients of the different items, i.e. the first weight, the second weight and the third weight above, may be represented. E.g. n1Denotes a service evaluation coefficient, n2Representing a service dependency attribute coefficient, n3Indicating a customer service manager busyness factor. The weighting coefficients are evaluated by the business personnel and maintained in background parameters. x is the number of1、x2And x3The corresponding weight scores, i.e., the first score, the second score, and the third score above, may be represented. For example, x1Means for customer service manager service rating star value, derived from historical post-service rating, x2Express guestThe user consultation service is matched with the service actually responsible by the customer service manager, and the higher the degree is, the higher the score is; x is the number of3The number of the to-be-preempted orders and the number of the to-be-processed service requests in the customer service manager are represented, and the smaller the to-be-processed service request amount is, the higher the third score is. The priority scores are obtained by weighted summation. And selecting m server terminals matched with the user terminal through multiple rounds of screening and sorting. The above weight coefficient n1、n2And n3And the number m of the customer service managers to be dispatched is configured by the background management system, so that the efficient matching between the users and the customer service managers is realized.
In addition, in a banking business scene, a manual matching strategy can be carried out through a manual seat of the service platform. For example, the server terminal of the website customer service manager which is currently in an online state is selected layer by layer according to the sequence of primary branch, secondary branch, branch and website, so as to serve as the server terminal matched with the user terminal.
With continued reference to fig. 3, after the service request is created by the creating module 320, the online matching is performed through the matching module 330, and then the forwarding module 340 forwards the service request to a plurality of service side terminals matched with the user terminal according to the forwarding policy, if there is a service side terminal that responds to the service request within a predetermined time, a second session between the service side terminal that responds first and the user terminal is established, and then the service side terminal provides online or offline services for the user of the user terminal.
If no service terminal answers the service request within a predetermined time in the transit process, the service request is directly dispatched to the service terminal by the dispatch module 350. For example, the dispatch module 350 may create a service order according to the service request, persistently store the service order in the database, dispatch the service order to the server terminal, establish a second session with the user terminal by the dispatched server terminal, and subsequently provide the user of the user terminal with the online or offline service by the server terminal.
With continued reference to fig. 3, the service platform 300 may also include a business form processing module 360. According to an embodiment of the present disclosure, the process of one or more server terminals matching with the user terminal responding to the service request may include: any one of the one or more server terminals matching the user terminal sends response information in a Remote Procedure Call (RPC) manner, where the response information includes: identification information of the service request and a public key. The service processing method according to the embodiment of the present disclosure may further include: after receiving the response message, the business form processing module 360 queries the private key of the business request according to the identification information of the business request in the response message, and pairs the public key in the response message with the found private key. And if the pairing is successful, determining that the response information is legal, and allowing the server side terminal sending the response information to establish a second session.
For example, fig. 6 schematically shows an exemplary diagram of a service platform interacting with a server terminal according to an embodiment of the disclosure. As shown in fig. 6, the service platform pushes the service request, which may contain the unique number of the service ticket and the asymmetric encryption public key, to a group of service side terminals selected by the above matching policy. When the server side terminal calls the RPC request, the request parameters include necessary identity authentication, a service unique number and a public key corresponding to the service order, the service order unique number is used for confirming the corresponding service request, and the public key is used for being matched with the stored private key of the service request to authenticate the identity. The authentication is passed and the second session is allowed to be established.
Illustratively, the business form adopts a state machine model, each business form is assigned with an independent number, the conversion of the business form state is completed according to the existing state of the business form and the operation of a customer service manager or a user, the business form state in the library is firstly obtained during the conversion, the order number is locked to ensure the atomic operation, and the conversion into a new business form state and the library falling are performed more. Meanwhile, information such as chat records of users and a text customer service platform, chat records of users and a customer service manager, basic information of users and the like is stored in the business sheet, and a service side terminal can check the detailed information of the business through equipment, so that the customer service manager can check the customer questions on line to answer the questions, close the business sheet on line after the answer is finished, support a plurality of users to chat on line at the same time, and close the loop of the business process.
In an embodiment of the present disclosure, the service ticket processing module 360 further includes a process of disconnecting the session when the user terminal is overtime and disconnecting the session when the service side terminal is overtime, so as to ensure online real-time communication between the user terminal and the service side terminal. If the session is disconnected and not solved after time out, the customer service can contact the customer by telephone to solve the problem, and the service flow is closed.
With continued reference to fig. 3, the service platform 300 may also illustratively include a business form statistics module 370. For example, in a banking scenario, the service order statistics module 370 is deployed in a remote banking system, and can perform query through a text service front desk or a background, and can obtain details of a service order in a database through information such as a unique serial number of the service order, a registration date of the service order, a status of the service order, a name of a client, a contact telephone of the client, a primary branch, a secondary branch, an id of a service manager for receiving the service order, and the like, and the background service order can close the service order which is not subjected to order grabbing for a specified time on line, so that a service flow is closed.
With continued reference to fig. 3, the service platform 300 may also include, illustratively, a service evaluation module 380. After the service side terminal finishes the service to the user terminal, the service evaluation module 380 may push service evaluation prompt information to the user terminal to prompt the user to perform service evaluation. For example, the evaluation is scored according to 1-10 points, and the evaluation result is recorded in the database.
The service platform and the server side terminal are matched with each other, the business requirements generated in online service consultation of the user are met by sharing behavior data, transaction data, attribute data and the like of the user in various channels in the transferring and dispatching process, online channels and offline channels of the server side terminal are seamlessly butted, accurate service and marketing for the customer are provided, and user experience is improved. At present, the channel competition of the banking industry still cannot be served and converged across boundaries, and the integration of a remote bank center and offline network points in multiple channels is to integrate service resources and comprehensively promote channel fusion. In addition, the remote bank expands online wider service space by actively connecting an external platform and a channel, improves user experience while providing quality service for customers, and provides a financial solution of system specialty for the users.
Fig. 7 schematically shows a block diagram of a service processing apparatus according to an embodiment of the present disclosure, applied to a service platform.
As shown in fig. 7, the service processing apparatus 700 may include: a session module 710, a decision module 720, a construction module 730, and a transit module 740.
The session module 710 is configured to establish a first session between the service platform and the user terminal through a first predetermined communication channel based on a session request from the user terminal.
The decision module 720 is configured to determine whether the user terminal meets a predetermined condition based on the first session.
The construction module 730 is configured to construct a service request for the user equipment when it is determined that the user equipment meets the predetermined condition.
The forwarding module 740 is configured to send the service request to at least one of the multiple service party terminals, so that the at least one service party terminal establishes a second session with the user terminal through a second predetermined communication channel.
It should be noted that the implementation, solved technical problems, implemented functions, and achieved technical effects of each module/unit/subunit and the like in the apparatus part embodiment are respectively the same as or similar to the implementation, solved technical problems, implemented functions, and achieved technical effects of each corresponding step in the method part embodiment, and are not described herein again.
Any number of modules, sub-modules, units, sub-units, or at least part of the functionality of any number thereof according to embodiments of the present disclosure may be implemented in one module. Any one or more of the modules, sub-modules, units, and sub-units according to the embodiments of the present disclosure may be implemented by being split into a plurality of modules. Any one or more of the modules, sub-modules, units, sub-units according to embodiments of the present disclosure may be implemented at least in part as a hardware circuit, such as a Field Programmable Gate Array (FPGA), a Programmable Logic Array (PLA), a system on a chip, a system on a substrate, a system on a package, an Application Specific Integrated Circuit (ASIC), or may be implemented in any other reasonable manner of hardware or firmware by integrating or packaging a circuit, or in any one of or a suitable combination of software, hardware, and firmware implementations. Alternatively, one or more of the modules, sub-modules, units, sub-units according to embodiments of the disclosure may be at least partially implemented as a computer program module, which when executed may perform the corresponding functions.
For example, any of the session module 710, the decision module 720, the construction module 730, and the transit module 740 may be combined in one module to be implemented, or any one of them may be split into multiple modules. Alternatively, at least part of the functionality of one or more of these modules may be combined with at least part of the functionality of the other modules and implemented in one module. According to an embodiment of the present disclosure, at least one of the session module 710, the decision module 720, the construction module 730, and the transit module 740 may be implemented at least in part as a hardware circuit, such as a Field Programmable Gate Array (FPGA), a Programmable Logic Array (PLA), a system on a chip, a system on a substrate, a system on a package, an Application Specific Integrated Circuit (ASIC), or may be implemented in hardware or firmware in any other reasonable manner of integrating or packaging a circuit, or in any one of three implementations of software, hardware, and firmware, or in a suitable combination of any of them. Alternatively, at least one of the session module 710, the decision module 720, the construction module 730 and the transit module 740 may be at least partially implemented as a computer program module, which when executed, may perform a corresponding function.
FIG. 8 schematically illustrates a block diagram of a computer system suitable for implementing the above-described method according to an embodiment of the present disclosure. The computer system illustrated in FIG. 8 is only one example and should not impose any limitations on the scope of use or functionality of embodiments of the disclosure.
As shown in fig. 8, a computer system 800 according to an embodiment of the present disclosure includes a processor 801 that can perform various appropriate actions and processes according to a program stored in a Read Only Memory (ROM)802 or a program loaded from a storage section 808 into a Random Access Memory (RAM) 803. The processor 801 may include, for example, a general purpose microprocessor (e.g., a CPU), an instruction set processor and/or associated chipset, and/or a special purpose microprocessor (e.g., an Application Specific Integrated Circuit (ASIC)), among others. The processor 801 may also include onboard memory for caching purposes. The processor 801 may include a single processing unit or multiple processing units for performing different actions of the method flows according to embodiments of the present disclosure.
In the RAM 803, various programs and data necessary for the operation of the system 800 are stored. The processor 801, the ROM 802, and the RAM 803 are connected to each other by a bus 804. The processor 801 performs various operations of the method flows according to the embodiments of the present disclosure by executing programs in the ROM 802 and/or RAM 803. Note that the programs may also be stored in one or more memories other than the ROM 802 and RAM 803. The processor 801 may also perform various operations of method flows according to embodiments of the present disclosure by executing programs stored in the one or more memories.
System 800 may also include an input/output (I/O) interface 805, also connected to bus 804, according to an embodiment of the disclosure. The system 800 may also include one or more of the following components connected to the I/O interface 805: an input portion 806 including a keyboard, a mouse, and the like; an output section 807 including a signal such as a Cathode Ray Tube (CRT), a Liquid Crystal Display (LCD), and the like, and a speaker; a storage portion 808 including a hard disk and the like; and a communication section 809 including a network interface card such as a LAN card, a modem, or the like. The communication section 809 performs communication processing via a network such as the internet. A drive 810 is also connected to the I/O interface 805 as necessary. A removable medium 811 such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, or the like is mounted on the drive 810 as necessary, so that a computer program read out therefrom is mounted on the storage section 808 as necessary.
According to embodiments of the present disclosure, method flows according to embodiments of the present disclosure may be implemented as computer software programs. For example, embodiments of the present disclosure include a computer program product comprising a computer program embodied on a computer readable storage medium, the computer program containing program code for performing the method illustrated by the flow chart. In such an embodiment, the computer program can be downloaded and installed from a network through the communication section 809 and/or installed from the removable medium 811. The computer program, when executed by the processor 801, performs the above-described functions defined in the system of the embodiments of the present disclosure. The systems, devices, apparatuses, modules, units, etc. described above may be implemented by computer program modules according to embodiments of the present disclosure.
The present disclosure also provides a computer-readable storage medium, which may be contained in the apparatus/device/system described in the above embodiments; or may exist separately and not be assembled into the device/apparatus/system. The computer-readable storage medium carries one or more programs which, when executed, implement the method according to an embodiment of the disclosure.
The flowchart and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods and computer program products according to various embodiments of the present disclosure. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of code, which comprises one or more executable instructions for implementing the specified logical function(s). It should also be noted that, in some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. It will also be noted that each block of the block diagrams or flowchart illustration, and combinations of blocks in the block diagrams or flowchart illustration, can be implemented by special purpose hardware-based systems which perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.
It will be understood by those skilled in the art that while the present disclosure has been shown and described with reference to certain exemplary embodiments thereof, it will be understood by those skilled in the art that various changes in form and details may be made therein without departing from the spirit and scope of the present disclosure as defined by the appended claims and their equivalents. Accordingly, the scope of the present disclosure should not be limited to the above-described embodiments, but should be defined not only by the appended claims, but also by equivalents thereof.

Claims (17)

1. A business processing method is applied to a service platform, and the method comprises the following steps:
establishing a first session between the service platform and the user terminal through a first predetermined communication channel based on a session request from the user terminal;
determining whether the user terminal meets a predetermined condition based on the first session;
if yes, constructing a service request aiming at the user terminal; and
and sending the service request to at least one service side terminal in a plurality of service side terminals, so that one service side terminal in the at least one service side terminal establishes a second session with the user terminal through a second preset communication channel.
2. The method of claim 1, wherein the determining whether the user terminal meets a predetermined condition based on the first session comprises:
analyzing the session text in the first session based on natural language processing technology to determine intention information of the user terminal;
determining the service type according to the intention information;
determining a service class for the service class; and
and when the service level is higher than a preset level, determining that the user terminal meets a preset condition.
3. The method of claim 1, wherein the determining whether the user terminal meets a predetermined condition based on the first session comprises:
acquiring user attribute data and/or user behavior data of the user terminal;
determining user portrait data of the user terminal based on the user attribute data and/or user behavior data;
determining a rating of the user terminal based on the user representation data; and
and when the score is higher than a preset score, determining that the user terminal meets a preset condition.
4. The method according to claim 3, wherein the obtaining user attribute data and/or user behavior data of the user terminal comprises:
acquiring user identification information associated with the user terminal; and
inquiring user attribute information aiming at the user identification information, wherein the user attribute information comprises at least one of the following items: user category information, user account information, and user personal information.
5. The method according to claim 3, wherein the obtaining user attribute data and/or user behavior data of the user terminal comprises:
acquiring user identification information associated with the user terminal; and
querying user behavior data for the user identification information, the user behavior data comprising at least one item of transaction behavior data, wherein each item of transaction behavior data comprises at least one of: transaction type, transaction content, transaction amount, transaction object information, time information, service evaluation information, and service relationship information.
6. A method according to claim 3, wherein determining user representation data for the user terminal based on the user attribute data and/or user behaviour data comprises:
and extracting a label set for representing the user portrait according to the user attribute data and/or the user behavior data.
7. A method according to claim 2 or 3, wherein the service request for the user terminal comprises at least one of:
user identification information associated with the user terminal, the service category, and the user representation data.
8. The method of claim 7, further comprising: determining one or more server terminals matching the user terminal from the plurality of server terminals before the service request is sent to at least one of the plurality of server terminals;
the sending the service request to at least one of a plurality of server terminals comprises:
broadcasting the service request to the one or more server terminals matched with the user terminal so that the one or more server terminals matched with the user terminal respond to the service request, and establishing the second session by the server terminal which responds first; and
and if no response exists within the preset time, selecting one service side terminal from the one or more service side terminals matched with the user terminal according to a preset rule, and sending the service request to the one service side terminal so as to enable the one service side terminal to establish the second session.
9. The method of claim 8, wherein the determining one or more server terminals from the plurality of server terminals that match the user terminal comprises:
acquiring first position information of the user terminal, wherein the first position information is used for representing the current position of the user terminal; and
and taking the service side terminal of the service network point in the preset distance range of the current position as the service side terminal matched with the user terminal.
10. The method of claim 9, wherein the determining one or more server terminals from the plurality of server terminals that match the user terminal further comprises:
if the first location information is failed to be obtained, second location information of the user terminal is obtained, wherein the second location information is used for representing the creation location of a user account associated with the user terminal or the home location of the user terminal; and
and taking the server terminal of the service network point in the preset distance range of the creating position or the home position as the server terminal matched with the user terminal.
11. The method of claim 8, wherein the determining one or more server terminals from the plurality of server terminals that match the user terminal comprises:
determining whether the user terminal has a preset service party or not according to the user portrait data; and
and if so, taking the service side terminal corresponding to the preset service side as the service side terminal matched with the user terminal.
12. The method of claim 11, wherein the determining one or more server terminals from the plurality of server terminals that match the user terminal further comprises:
if the user terminal does not have a preset service party, determining a service party of the latest user transaction behavior according to the user portrait data; and
and taking the server terminal corresponding to the server of the latest user transaction behavior as the server terminal matched with the user terminal.
13. The method of claim 12, wherein the determining one or more server terminals from the plurality of server terminals that match the user terminal further comprises:
if the server of the latest user transaction behavior cannot be determined, acquiring first position information of the user terminal, wherein the first position information is used for representing the current position of the user terminal;
determining at least one service mesh point located within a predetermined distance range of the current position;
for each server terminal belonging to the at least one service network point, calculating a priority score of the server terminal with respect to the user terminal;
and sequencing the server terminals belonging to the at least one service network point according to the sequence of the priority scores from high to low, and selecting a preset number of server terminals as the server terminals matched with the user terminals.
14. The method of claim 13, wherein the calculating a priority value of the server terminal with respect to the user terminal comprises:
determining a first score according to evaluation information aiming at the server side terminal in the user behavior data;
determining a second score according to the matching degree of the server side terminal and the service type;
determining a third score according to the number of the service requests to be processed corresponding to the server side terminal; and
and carrying out weighted summation on the first score, the second score and the third score by using a preset first weight, a preset second weight and a preset third weight to obtain a priority score of the server terminal relative to the user terminal.
15. The method of claim 1, wherein the one or more server terminals matching the user terminal responding to the service request comprises: any one of the one or more server terminals matched with the user terminal sends response information in a remote procedure call mode, wherein the response information comprises: identification information and a public key of the service request;
the method further comprises the following steps: after receiving the response information, inquiring a private key of the service request according to the identification information of the service request;
pairing the public key and the private key; and
and if the pairing is successful, determining that the response information is legal, and allowing the server side terminal sending the response information to establish the second session.
16. A business processing device applied to a service platform comprises:
the session module is used for establishing a first session between the service platform and the user terminal through a first preset communication channel based on a session request from the user terminal;
a decision module, configured to determine whether the ue meets a predetermined condition based on the first session;
the construction module is used for constructing a service request aiming at the user terminal when the user terminal is determined to meet the preset condition; and
the switching module is used for sending the service request to at least one service side terminal in a plurality of service side terminals so as to enable one service side terminal in the at least one service side terminal to establish a second session with the user terminal through a second preset communication channel.
17. A computer system, comprising: memory, processor and computer program stored on the memory and executable on the processor, the processor when executing the computer program for implementing the method according to any of claims 1 to 15.
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