CN111667316A - Service processing method, device and system - Google Patents
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Abstract
The embodiment of the application discloses a service processing method, a device and a system, which are used for determining a target customer service based on a call of a user, wherein the call is a response of the user to a recommendation message; and directly connecting the call to the target customer service so as to facilitate manual online communication between the user and the target customer service. Therefore, when the service processing system receives a call of a recommendation message of a user for a certain product, the user is determined to be interested in the product, a proper customer service staff is automatically allocated to the user, the call of the user is directly routed to the customer service staff, the user can contact the manual customer service without the IVR, the problems that the IVR is long in consumed time and complicated in operation and not friendly to the user are solved, high-quality product related services are timely and effectively provided for the user, and the success rate of enterprise marketing products and the experience of the user on marketing are improved to a certain extent.
Description
Technical Field
The present application relates to the field of internet technologies, and in particular, to a method, an apparatus, and a system for processing a service.
Background
It is desirable for an enterprise to introduce its own product to users who need it in as efficient a manner as possible. Common marketing approaches include: telemarketing and SMS marketing, wherein telemarketing mainly is that customer service personnel contact the user that various channels obtained through the mode of telephone, introduce oneself product, and this mode can bring the puzzlement even suffer from user's aversion under many situations, and the effect is not good. Short message marketing is favored by many enterprises due to its characteristics of low cost, less time consumption, etc.
In short message marketing, the number of words which can be carried in the short message for introducing the product is limited, and the marketed product cannot be comprehensively and clearly introduced for a user. Based on this, it is urgently needed to provide a more reasonable and efficient service processing method, which can more intelligently introduce product-related information to users on the basis of short message marketing, and improve service processing experience of enterprises and users.
Disclosure of Invention
In order to solve the above technical problems, embodiments of the present application provide a method, an apparatus, and a system for processing a service, so as to improve service processing efficiency and bring better experience to users and enterprises.
In a first aspect, a method for processing a service is provided, where the method includes:
determining a target customer service based on a call of a user, wherein the call is a response of the user to a recommendation message;
and directly connecting the call to the target customer service so as to facilitate manual online communication between the user and the target customer service.
Optionally, the method further comprises:
carrying out big data analysis on the historical behavior information of the user, and adding a mark for the user;
determining a target product or a target service based on the tag;
and sending the recommendation message for recommending the target product or the target service to the user, wherein the recommendation message carries an indication identifier for indicating the user to call.
Optionally, the determining the target customer service based on the call of the user includes:
determining that the user is a receiver of the recommendation message based on the call of the user;
and determining the target customer service for the user according to the user and the product recommended by the recommendation message.
Optionally, the determining that the user is a receiver for performing the recommendation message based on the call of the user includes:
responding to the call of the user, and acquiring the identification of the user;
searching whether a target corresponding relation matched with the user identification exists or not based on the stored corresponding relations;
if the target corresponding relation exists, determining that the user is a receiver for the recommendation message, wherein the target corresponding relation is the corresponding relation between the user identification and the recommendation message.
Optionally, the determining the target customer service for the user according to the user and the product recommended by the recommendation message includes:
acquiring the relevant information of the user and the relevant information of the product, wherein the relevant information of the user comprises at least one of the following messages: historical behavior information of the user, or a rating of the user;
acquiring customer service characteristic information of each customer service, wherein the customer service characteristic information comprises at least one of the following information: the level of customer service, the current service state, historical service recommendation records or historical service recommendation capacity;
and determining target customer service characteristic information matched with the relevant information of the user and the relevant information of the product from the customer service characteristic information of each customer service, and taking the customer service corresponding to the target customer service characteristic information as the target customer service.
Alternatively,
when the determined target customer service is one, then performing the connecting the call directly to the target customer service;
and when a plurality of the determined target customer services are available, determining the customer service which firstly triggers to answer the call in the target customer services as the customer service which provides service for the user, and directly connecting the call to the customer service.
Optionally, the method further comprises:
determining that the user does not receive the recommendation message based on the user's call;
the call is connected to an Interactive Voice Response (IVR).
In a second aspect, a service processing apparatus is further provided, where the apparatus includes:
the system comprises a first determining unit, a second determining unit and a third determining unit, wherein the first determining unit is used for determining target customer service based on a call of a user, and the call is a response of the user to a recommendation message;
and the connecting unit is used for directly connecting the call to the target customer service so as to facilitate manual on-line communication between the user and the target customer service.
Optionally, the apparatus further comprises:
the marking unit is used for carrying out big data analysis on the historical behavior information of the user and adding a mark for the user;
a second determination unit, configured to determine a target product or a target service based on the flag;
a sending unit, configured to send, to the user, the recommendation message for recommending the target product or the target service, where the recommendation message carries an indication identifier and is used to indicate the user to call.
Optionally, the first determining unit includes:
the first determining subunit is used for determining that the user is a receiver of the recommendation message based on the call of the user;
and the second determining subunit is used for determining the target customer service for the user according to the user and the product recommended by the recommendation message.
Optionally, the first determining subunit includes:
the first obtaining submodule is used for responding to the call of the user and obtaining the identification of the user;
the searching submodule is used for searching whether a target corresponding relation matched with the user identification exists or not based on the stored corresponding relations;
a first determining submodule, configured to determine that the user is a receiver of the recommendation message if the target correspondence exists, where the target correspondence is a correspondence between an identifier of the user and the recommendation message.
Optionally, the second determining subunit includes:
a second obtaining sub-module, configured to obtain the relevant information of the user and the relevant information of the product, where the relevant information of the user includes at least one of the following messages: historical behavior information of the user, or a rating of the user;
a third obtaining submodule, configured to obtain customer service feature information of each customer service, where the customer service feature information includes at least one of the following information: the level of customer service, the current service state, historical service recommendation records or historical service recommendation capacity;
and the second determining submodule is used for determining target customer service characteristic information matched with the relevant information of the user and the relevant information of the product from the customer service characteristic information of each customer service, and taking the customer service corresponding to the target customer service characteristic information as the target customer service.
Optionally, the connection unit is specifically configured to:
when the determined target customer service is one, then performing the connecting the call directly to the target customer service;
and when a plurality of the determined target customer services are available, determining the customer service which firstly triggers to answer the call in the target customer services as the customer service which provides service for the user, and directly connecting the call to the customer service.
Optionally, the apparatus further comprises:
a third determining unit, configured to determine that the user does not receive the recommendation message based on the call of the user;
the connection unit is also used for connecting the call to an Interactive Voice Response (IVR).
In a third aspect, a service processing system is further provided, which includes a memory and a processor. Wherein the memory is used for storing computer programs or instructions, and the processor is used for calling the computer programs or instructions stored in the memory, so that the service processing system executes the method provided by the first aspect.
In a fourth aspect, the present application also provides a computer-readable storage medium having stored therein instructions, which, when run on a computer, cause the computer to perform the method provided above in the first aspect.
In a fifth aspect, the present application also provides a computer program product comprising a computer program or computer readable instructions which, when run on a computer, cause the computer to perform the method provided by the aforementioned first aspect.
Compared with the prior art, the embodiment of the application has the following beneficial effects:
in an embodiment of the present application, a service processing method is provided, where the method is applied to a service processing system, and the method may specifically include: firstly, determining a target customer service based on a call of a user, wherein the call is a response of the user to a recommendation message; and then, directly connecting the call to the target customer service so as to facilitate manual online communication between the user and the target customer service. Thus, through the service processing method, when the service processing system receives a call of a recommendation message of a user for a certain product, the user can be determined to be interested in the product, and further know the product requirement, then the service processing system automatically allocates a proper customer service staff for the user, directly routes the call of the user to the customer service staff, establishes a direct connection with the customer service staff, and can contact with the manual customer service without the user through an IVR, so that the problems that the IVR consumes a long time and is complex in operation and not friendly to the user are solved, high-quality product related services are timely and effectively provided for the user, and the success rate of enterprise marketing products and the experience of the user on marketing are improved to a certain extent.
Drawings
In order to more clearly illustrate the technical solutions in the embodiments of the present application, the drawings needed to be used in the description of the embodiments are briefly introduced below, and it is obvious that the drawings in the following description are only some embodiments described in the present application, and other drawings can be obtained by those skilled in the art according to the drawings.
Fig. 1 is a schematic structural diagram of a service processing system 100 in an embodiment of the present application;
fig. 2 is a schematic flow chart of a service processing method in an embodiment of the present application;
fig. 3 is a schematic structural diagram of a service processing apparatus 300 according to an embodiment of the present application;
fig. 4 is a schematic structural diagram of a service processing system 400 in an embodiment of the present application.
Detailed Description
At present, when an enterprise recommends a product by adopting short message marketing, the main characteristics of the product are edited into characters in a concise manner, and the characters are sent to a user as the content of the short message. However, because the content of the short message is less, only a little related information of the product can be carried, the product cannot be thoroughly introduced to the user, and the marketing effect is often poor.
Based on this, the embodiment of the present application provides an intelligent service processing method to solve the problem that the marketing effect is poor due to short content of a marketing short message (hereinafter also referred to as a recommendation message), by adding an indication identifier in the recommendation message, prompting a user if the user is interested in a recommended product or a related type of product, based on a call, once the service processing system receives the call of the user, a target customer service is determined for the user who initiated the call based on the call, and the call of the user is directly connected to the target customer service. Thus, by the method provided by the embodiment of the application, when the service processing system receives a call of a recommendation message of a user for a certain product, the user can be determined to be interested in the product, and further know the product requirement, then, the service processing system automatically allocates a proper customer service staff for the user, directly routes the call of the user to the customer service staff, establishes a direct connection with the customer service staff, and can contact with the manual customer service without the user through an IVR (interactive voice response), so that the problems that the IVR consumes long time and is complex to operate and not friendly to the user are solved, high-quality product related services are timely and effectively provided for the user, and the success rate of enterprise marketing products and the experience of the user on marketing are improved to a certain extent.
Before introducing the service processing method provided by the embodiment of the present application, a service processing system provided by the embodiment of the present application is introduced.
Referring to fig. 1, the business process system 100 may include: the system comprises a big data analysis module 110, a marketing product library 120, a short message module 130, a connection module 140 and a customer service module 150. The big data analysis module 110, the marketing product library 120 and the connection module 140 are respectively connected with the short message module 130, and the connection module 140 is connected with the customer service module 150. The big data analysis module 110 is used to analyze all user data of the user through big data technology, for example: analyzing the transaction data of the user, the purchase data of the fund financing product and the like, making a user portrait and marking, and determining the product or product set which the user may be interested in; the marketing product library 120 is maintained by service personnel and is used for editing and storing corresponding recommendation messages for various products; the short message module 130 is configured to send a recommendation message of a related product in the marketing product library 120 to the user information determined by the big data analysis module 110, and the short message module 130 is further configured to send a correspondence between the recommendation message and the sent user identifier (for example, the phone number of the user) to the connection module 140. The connection module 140 is configured to analyze a received call of a user, determine that the call of the user corresponds to a recommendation message, determine that the user is interested in a recommended product, determine a target customer service based on related content of the call (e.g., user information, interested product information, etc.) and current conditions of customer service (e.g., current idle conditions of each customer service seat, overall service level of each customer service, skills of each customer service seat, etc.), and establish a direct connection relationship between the call of the user and the target customer service; otherwise, when the call of the user is determined not to be a response to a certain recommended message, the call of the user is routed to the IVR voice menu for performing corresponding operation based on the prompt of the IVR voice menu. The customer service module 150 is configured to introduce the product of interest to the user by the target customer service based on the direct connection relationship between the user and the target customer service established by the connection unit 140. Therefore, the business processing system 100 can provide a more intelligent product marketing mechanism, provide a high-quality marketing experience for users without causing trouble to the users, and effectively improve the success rate of enterprise marketing products.
A specific implementation manner of a service processing method in the embodiment of the present application is described in detail below with reference to the accompanying drawings.
Fig. 2 shows a flowchart of a service processing method according to an embodiment of the present application. Referring to fig. 2, the method is applied to a service processing system, for example: the service processing system 100 is applied to the above-mentioned service processing system. The method may for example comprise:
s201, determining target customer service based on a call of a user, wherein the call is a response of the user to a recommendation message.
Before S201, the service processing method may further include: s11, performing big data analysis on the historical behavior information of the user, and adding marks to the user; s12, determining a target product or a target service based on the mark; s13, sending the recommendation message for recommending the target product or the target service to the user, wherein the recommendation message carries an indication mark for indicating the user to call.
For S11, the business processing system may specifically use big data technology to perform big data analysis on the historical behavior information of each user, and add a label to the user. The historical behavior information of the user includes but is not limited to: a record of the user's consumption, a record of the user's browsing of various products, and a frequency of the user's browsing of products, a record of the user's shopping cart, etc. The mark added for the user can be specifically a product interested by the user, or an industry interested and quantification of interest degree, such as: the mark added for the user A can be 'product 1, product 2', which represents that the user A is interested in the product 1 and the product 2; another example is: the mark added to the user a may also be "product 1-85%, product 2-40%", which indicates that the user a is interested in product 1, and the interest level is 85%, and the user a is also interested in product 2, but the interest level is 40%. Wherein the greater the level of interest, the more interesting the user is in the product, the more desirable it is to know the product, and the more likely it is to purchase the product.
For S12, the business processing system may determine a target product or target service for each user based on the indicia for that user. For example: the label of user a is "product 1, product 2", then the target product determined for user a may be product 1 and/or product 2. Another example is: if the label of the user a is "product 1-85%, product 2-40%", then a preset number of products with the greatest interest degree may be determined as the target product for the user a, for example, the preset number is 1, and the target product determined for the user a is product 1.
For S13, the business processing system generates a recommendation message for each user' S target product or class of target products, and sends the recommendation message for recommending the target product to the user. In order to enable the user to briefly indicate whether the user wishes to continuously know the target product, the recommendation message carries an indication identifier for indicating the user to make a call. For example: the indicator may specifically be "call Y know more".
It should be noted that, when the service processing system receives a call from a user, it may be determined that the user currently has a need to continuously know the related information of the target product, and at this time, S201 to S202 in the method may be executed.
In some possible implementations, S201 may include, for example: s21, determining that the user is the receiver of the recommendation message based on the call of the user; s22, determining the target customer service for the user according to the user and the product recommended by the recommendation message.
In the service processing system, after sending the recommendation message for recommending the target product or the target service to the user, the identifier of the user and the target product may be correspondingly stored, that is, a plurality of corresponding relationships are stored in the service processing system, and each corresponding relationship represents a service recommendation history of the service processing system. Then, for S21, specifically, it may include: s21a, responding to the call of the user, and acquiring the identification of the user; s21b, based on the stored multiple corresponding relations, searching whether a target corresponding relation matched with the user identification exists; s21c, if the target correspondence exists, determining that the user is a receiver of the recommendation message, where the target correspondence is a correspondence between the identifier of the user and the recommendation message.
It is determined in S21 that the call of the user was initiated by the user based on the indication of the received recommendation message, then S22 may include, for example: s22a, obtaining the related information of the user and the related information of the product, wherein the related information of the user comprises at least one of the following messages: historical behavior information of the user, or a rating of the user; s22b, obtaining the customer service characteristic information of each customer service, wherein the customer service characteristic information comprises at least one of the following information: the level of customer service, the current service state, historical service recommendation records or historical service recommendation capacity; and S22c, determining target customer service characteristic information matched with the relevant information of the user and the relevant information of the product from the customer service characteristic information of each customer service, and taking the customer service corresponding to the target customer service characteristic information as the target customer service.
For example: the service processing system can determine the customer service which is idle at present and has the highest success rate for promoting the product for the user based on the related information of the product in which the user is interested, the historical browsing or consumption record of the user, the grade of the user and the like, or determine the customer service which is matched with the grade of the user, is idle at present and has the better historical service recommendation capability for the user, and take the determined customer service as the target customer service.
As another example, S201 may also include, for example: s31, determining the matching degree of each customer service and the call based on the call of the user; and S32, selecting the customer service with the maximum matching degree and the preset number as the target customer service. In this case, the service processing system may add a label to each customer service based on the historical working condition of each customer service, for example, each customer service is good at the recommended product, the volume of the transaction, the average time spent and the level of successful recommendation; then, when a call from a user is received, an index of the customer service with the highest matching degree can be selected for the user and/or the product based on the relevant information of the user and/or the product corresponding to the call, and the customer service corresponding to the index can be determined as the target customer service. The preset number may be 1, or may be any integer greater than 1.
It should be noted that the target customer service in the embodiment of the present application needs a customer service in an idle state at present.
The service processing system automatically determines the target customer service based on internally preset processing rules, the relevant information of the user, the relevant information of the customer service, and the like. The processing rule may be a data processing model designed by an enterprise according to actual products and customer service conditions, and may be a machine learning model, for example.
S202, the call is directly connected to the target customer service, so that manual on-line communication between the user and the target customer service is facilitated.
As an example, when the determined target customer service is one, the user initiating the call may be directly connected to the device of the target customer service, and the target customer service directly communicates with the product in which the user is interested to provide a service.
As another example, when there are a plurality of determined target customer services, then, in order to improve the work efficiency of the customer service and introduce the product in which the user is interested more timely, the target customer service determined in S201 may also be a plurality of (e.g., 6) customer services, and then, in S202, the connection task of the user is sent to the task list of the plurality of target customer services at the same time. In this case, S202 in the service processing method may specifically include: firstly, determining a customer service which firstly triggers to answer the call in a plurality of target customer services as a customer service for providing service for the user; the call is then connected directly to the customer service. Therefore, the efficiency of establishing the connection can be improved, and the high-quality marketing service can be more reliably and stably ensured to be provided for the user, so that the service processing method provided by the service processing system is more intelligent and efficient.
It should be noted that the method may further include: based on the call of the user, it is determined that the user does not receive the recommendation message, that is, the call of the user is not initiated based on an indication identifier in a certain recommendation message, and the service processing system does not have a short message marketing history for the user, then the service processing system may also connect the call to an interactive voice response IVR, and the user may perform corresponding operation based on a voice menu of the IVR to provide corresponding service for the user.
It can be seen that, in the service processing method provided in the embodiment of the present application, first, a target customer service is determined based on a call of a user, where the call is a response of the user to a recommendation message; and then, directly connecting the call to the target customer service so as to facilitate manual online communication between the user and the target customer service. Thus, through the service processing method, when the service processing system receives a call of a recommendation message of a user for a certain product, the user can be determined to be interested in the product, and further know the product requirement, then the service processing system automatically allocates a proper customer service staff for the user, directly routes the call of the user to the customer service staff, establishes a direct connection with the customer service staff, and can contact with the manual customer service without the user through an IVR, so that the problems that the IVR consumes a long time and is complex in operation and not friendly to the user are solved, high-quality product related services are timely and effectively provided for the user, and the success rate of enterprise marketing products and the experience of the user on marketing are improved to a certain extent.
Correspondingly, an embodiment of the present application further provides a service processing apparatus, as shown in fig. 3, the apparatus 300 includes:
a first determining unit 301, configured to determine a target customer service based on a call of a user, where the call is a response of the user to a recommendation message;
a connection unit 302, configured to directly connect the call to the target customer service, so as to facilitate manual online communication between the user and the target customer service.
Optionally, the apparatus 300 further comprises:
the marking unit is used for carrying out big data analysis on the historical behavior information of the user and adding a mark for the user;
a second determination unit, configured to determine a target product or a target service based on the flag;
a sending unit, configured to send, to the user, the recommendation message for recommending the target product or the target service, where the recommendation message carries an indication identifier and is used to indicate the user to call.
Optionally, the first determining unit 301 includes:
the first determining subunit is used for determining that the user is a receiver of the recommendation message based on the call of the user;
and the second determining subunit is used for determining the target customer service for the user according to the user and the product recommended by the recommendation message.
Optionally, the first determining subunit includes:
the first obtaining submodule is used for responding to the call of the user and obtaining the identification of the user;
the searching submodule is used for searching whether a target corresponding relation matched with the user identification exists or not based on the stored corresponding relations;
a first determining submodule, configured to determine that the user is a receiver of the recommendation message if the target correspondence exists, where the target correspondence is a correspondence between an identifier of the user and the recommendation message.
Optionally, the second determining subunit includes:
a second obtaining sub-module, configured to obtain the relevant information of the user and the relevant information of the product, where the relevant information of the user includes at least one of the following messages: historical behavior information of the user, or a rating of the user;
a third obtaining submodule, configured to obtain customer service feature information of each customer service, where the customer service feature information includes at least one of the following information: the level of customer service, the current service state, historical service recommendation records or historical service recommendation capacity;
and the second determining submodule is used for determining target customer service characteristic information matched with the relevant information of the user and the relevant information of the product from the customer service characteristic information of each customer service, and taking the customer service corresponding to the target customer service characteristic information as the target customer service.
Optionally, the connection unit 302 is specifically configured to:
when the determined target customer service is one, then performing the connecting the call directly to the target customer service;
and when a plurality of the determined target customer services are available, determining the customer service which firstly triggers to answer the call in the target customer services as the customer service which provides service for the user, and directly connecting the call to the customer service.
Optionally, the apparatus 300 further comprises:
a third determining unit, configured to determine that the user does not receive the recommendation message based on the call of the user;
the connection unit 302 is further configured to connect the call to an interactive voice response IVR.
It should be noted that, the service processing apparatus 300 corresponds to the method shown in fig. 2, and refer to the related description of the method shown in fig. 2 for a specific implementation and an achieved effect.
In addition, an embodiment of the present application further provides a business processing system, and referring to fig. 4, the business processing system 400 includes a memory 401 and a processor 402. Wherein the memory 401 is used for storing computer programs or instructions, and the processor 402 is used for calling the computer programs or instructions stored in the memory 401, so that the service processing system 400 executes the method provided by the above-mentioned fig. 2.
Additionally, the present application also provides a computer-readable storage medium having stored therein instructions, which when run on a computer, cause the computer to perform the method provided above in fig. 2.
Furthermore, the present application also provides a computer program product comprising a computer program or computer readable instructions, which when run on a computer, causes the computer to perform the method provided in the aforementioned fig. 2.
The "first" in the names of the "first determination unit", "first determination subunit", and the like mentioned in the embodiments of the present application is used only for name identification, and does not represent the first in order. The same applies to "second" etc.
As can be seen from the above description of the embodiments, those skilled in the art can clearly understand that all or part of the steps in the above embodiment methods can be implemented by software plus a general hardware platform. Based on such understanding, the technical solution of the present application may be embodied in the form of a software product, which may be stored in a storage medium, such as a read-only memory (ROM)/RAM, a magnetic disk, an optical disk, or the like, and includes several instructions for enabling a computer device (which may be a personal computer, a server, or a network communication device such as a router) to execute the method according to the embodiments or some parts of the embodiments of the present application.
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, the apparatus embodiments and system embodiments are substantially similar to the method embodiments and are therefore described in a relatively simple manner, where relevant, reference may be made to some descriptions of the method embodiments. The above-described embodiments of the apparatus and system are merely illustrative, and the modules described as separate parts may or may not be physically separate, and the parts shown as modules may or may not be physical modules, may be located in one place, or may be distributed on a plurality of network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the solution of the present embodiment. One of ordinary skill in the art can understand and implement it without inventive effort.
The above description is only a preferred embodiment of the present application and is not intended to limit the scope of the present application. It should be noted that, for a person skilled in the art, several improvements and modifications can be made without departing from the scope of the present application, and these improvements and modifications should also be considered as the protection scope of the present application.
Claims (16)
1. A method for processing a service, the method comprising:
determining a target customer service based on a call of a user, wherein the call is a response of the user to a recommendation message;
and directly connecting the call to the target customer service so as to facilitate manual online communication between the user and the target customer service.
2. The method of claim 1, further comprising:
carrying out big data analysis on the historical behavior information of the user, and adding a mark for the user;
determining a target product or a target service based on the tag;
and sending the recommendation message for recommending the target product or the target service to the user, wherein the recommendation message carries an indication identifier for indicating the user to call.
3. The method of claim 1, wherein determining a target customer service based on the user's call comprises:
determining that the user is a receiver of the recommendation message based on the call of the user;
and determining the target customer service for the user according to the user and the product recommended by the recommendation message.
4. The method of claim 3, wherein the determining that the user is the recipient of the recommendation message based on the user's call comprises:
responding to the call of the user, and acquiring the identification of the user;
searching whether a target corresponding relation matched with the user identification exists or not based on the stored corresponding relations;
if the target corresponding relation exists, determining that the user is a receiver for the recommendation message, wherein the target corresponding relation is the corresponding relation between the user identification and the recommendation message.
5. The method of claim 3, wherein said determining the target customer service for the user based on the user and the product recommended by the recommendation message comprises:
acquiring the relevant information of the user and the relevant information of the product, wherein the relevant information of the user comprises at least one of the following messages: historical behavior information of the user, or a rating of the user;
acquiring customer service characteristic information of each customer service, wherein the customer service characteristic information comprises at least one of the following information: the level of customer service, the current service state, historical service recommendation records or historical service recommendation capacity;
and determining target customer service characteristic information matched with the relevant information of the user and the relevant information of the product from the customer service characteristic information of each customer service, and taking the customer service corresponding to the target customer service characteristic information as the target customer service.
6. The method of claim 5,
when the determined target customer service is one, then performing the connecting the call directly to the target customer service;
and when a plurality of the determined target customer services are available, determining the customer service which firstly triggers to answer the call in the target customer services as the customer service which provides service for the user, and directly connecting the call to the customer service.
7. The method according to any one of claims 1-6, further comprising:
determining that the user does not receive the recommendation message based on the user's call;
the call is connected to an interactive voice response IVR.
8. A traffic processing apparatus, characterized in that the apparatus comprises:
the system comprises a first determining unit, a second determining unit and a third determining unit, wherein the first determining unit is used for determining target customer service based on a call of a user, and the call is a response of the user to a recommendation message;
and the connecting unit is used for directly connecting the call to the target customer service so as to facilitate manual on-line communication between the user and the target customer service.
9. The apparatus of claim 8, further comprising:
the marking unit is used for carrying out big data analysis on the historical behavior information of the user and adding a mark for the user;
a second determination unit, configured to determine a target product or a target service based on the flag;
a sending unit, configured to send, to the user, the recommendation message for recommending the target product or the target service, where the recommendation message carries an indication identifier and is used to indicate the user to call.
10. The apparatus of claim 8, wherein the first determining unit comprises:
the first determining subunit is used for determining that the user is a receiver of the recommendation message based on the call of the user;
and the second determining subunit is used for determining the target customer service for the user according to the user and the product recommended by the recommendation message.
11. The apparatus of claim 10, wherein the first determining subunit comprises:
the first obtaining submodule is used for responding to the call of the user and obtaining the identification of the user;
the searching submodule is used for searching whether a target corresponding relation matched with the user identification exists or not based on the stored corresponding relations;
a first determining submodule, configured to determine that the user is a receiver of the recommendation message if the target correspondence exists, where the target correspondence is a correspondence between an identifier of the user and the recommendation message.
12. The apparatus of claim 10, wherein the second determining subunit comprises:
a second obtaining sub-module, configured to obtain the relevant information of the user and the relevant information of the product, where the relevant information of the user includes at least one of the following messages: historical behavior information of the user, or a rating of the user;
a third obtaining submodule, configured to obtain customer service feature information of each customer service, where the customer service feature information includes at least one of the following information: the level of customer service, the current service state, historical service recommendation records or historical service recommendation capacity;
and the second determining submodule is used for determining target customer service characteristic information matched with the relevant information of the user and the relevant information of the product from the customer service characteristic information of each customer service, and taking the customer service corresponding to the target customer service characteristic information as the target customer service.
13. The device according to claim 12, wherein the connection unit is specifically configured to:
when the determined target customer service is one, then performing the connecting the call directly to the target customer service;
and when a plurality of the determined target customer services are available, determining the customer service which firstly triggers to answer the call in the target customer services as the customer service which provides service for the user, and directly connecting the call to the customer service.
14. The apparatus of any one of claims 8-13, further comprising:
a third determining unit, configured to determine that the user does not receive the recommendation message based on the call of the user;
the connection unit is also used for connecting the call to an Interactive Voice Response (IVR).
15. A transaction system comprising a memory and a processor;
the memory is for storing a computer program or instructions;
the processor is configured to invoke computer programs or instructions stored in the memory to cause the business processing system to perform the method of any of claims 1-7.
16. A computer-readable storage medium having stored therein instructions which, when run on a computer, cause the computer to perform the method of any one of claims 1-7 above.
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