CN111815084A

CN111815084A - Customer service information dynamic scheduling method, system, electronic equipment and storage medium

Info

Publication number: CN111815084A
Application number: CN201910285724.8A
Authority: CN
Inventors: 何林
Original assignee: Beijing Jingdong Century Trading Co Ltd; Beijing Jingdong Shangke Information Technology Co Ltd
Current assignee: Beijing Jingdong Century Trading Co Ltd; Beijing Jingdong Shangke Information Technology Co Ltd
Priority date: 2019-04-10
Filing date: 2019-04-10
Publication date: 2020-10-23

Abstract

The invention discloses a method, a system, electronic equipment and a storage medium for dynamically scheduling customer service information. The method comprises the following steps: updating data in the online customer service set, the offline customer service set and the online customer set; calculating a real-time pressure state, wherein the real-time pressure state comprises the number of on-line customer service people per service customers; judging whether the real-time pressure state meets a preset first scheduling condition or a preset second scheduling condition; if the first scheduling condition is met, at least one piece of online customer service information is called and converted into offline customer service information, and the offline customer service information is updated to the offline customer service set; and if the second scheduling condition is met, calling at least one piece of offline customer service information, converting the offline customer service information into online customer service information, and updating the online customer service information to the online customer service set. The invention can automatically schedule the on-line customer service information and the off-line customer service information, and can improve the service efficiency of the customer service and the accuracy of the customer service information scheduling.

Description

Customer service information dynamic scheduling method, system, electronic equipment and storage medium

Technical Field

The invention belongs to the field of computers, and particularly relates to a method and a system for dynamically scheduling customer service information, electronic equipment and a storage medium.

Background

Various service providers such as large-scale websites and sales centers have customer service centers to provide consultation services for customers at any time. Customer service is generally divided into an online state and an offline state. In the service process of the online customer service, due to the change of the flow fluctuation of the customer, the customer service is not required to be more than necessary at any time and any place, and the customer service can be released properly to take a rest, train on line, follow up other work orders and the like. Therefore, not only can the customer service resources be saved, but also some services and professional skills of customer service can be improved, and therefore customers can be better served. However, the existing dispatch service mechanism in the industry is generally a static approach. The mainstream customer service dispatching system mainly realizes customer service dispatching through the following two modes:

(1) customer service actively suspends and cancels the suspension. The mode is that when the customer service feels that the number of customers is less at the workbench, the customer service hangs up (no customers are distributed), and then the customer service can be off-line only after the existing customers are served. And when the feedback flow of other customer services is larger, the other customer services are served on line again.

(2) And allocating customer service according to the requirement by an administrator. The main difference of this method is that each customer service team has a manager, and the manager monitors the system in real time, and when the flow is found to be small, the manager operates or notifies some customer service offline processes as in (1). Once the monitoring system has overlarge flow and the working customer service is busy, the monitoring system operates again or informs the customer service to be online to continue to serve the customer.

The customer service in the mode (1) is actively on-line or off-line, and the main defects are as follows: the cooperation among the customer services is difficult to synchronize, and a plurality of customer services are on-line or off-line at the same time; meanwhile, once the customer traffic comes, the customer traffic can be known only from other customer service or monitoring systems, and the customer service is required to support reception online;

the method of the mode (2) is similar to the method (1) in nature, except that an administrator is added as a coordinator to monitor and coordinate online and offline customer services, and although the mode has certain improvement, the mode often needs a separate administrator to watch, or cannot accurately evaluate the number of the customer services needing online and offline.

The two modes are static manual customer service allocation, certain inaccuracy and hysteresis exist, and good customer service scheduling experience is difficult to guarantee for large-scale customer service management.

Disclosure of Invention

The technical problem to be solved by the embodiments of the present invention is to provide a method, a system, an electronic device, and a storage medium for dynamically scheduling customer service information, in order to overcome the defects that in the prior art, when the customer service information is statically and manually allocated, inaccuracy and hysteresis exist, and good customer service scheduling experience is difficult to guarantee.

The embodiment of the invention solves the technical problems through the following technical scheme:

the embodiment of the invention provides a method for dynamically scheduling customer service information, which comprises the following steps:

updating data in an online customer service set, an offline customer service set and an online customer set, wherein the data in the online customer service set comprises online customer service information, the data in the offline customer service set comprises offline customer service information, and the data in the online customer set comprises customer information being served;

acquiring the online customer service information and the customer information, and calculating a real-time pressure state, wherein the real-time pressure state comprises the number of the customers served by the online customer service per capita;

judging whether the real-time pressure state meets a preset first scheduling condition or a preset second scheduling condition;

if the first scheduling condition is met, at least one piece of online customer service information is called from the online customer service set, converted into offline customer service information and updated to the offline customer service set;

and if the second scheduling condition is met, at least one piece of offline customer service information is called from the offline customer service set, converted into online customer service information, and updated to the online customer service set.

Preferably, the step of determining whether the real-time pressure status meets a preset first scheduling condition or a preset second scheduling condition includes:

obtaining customer service pressure interval division information, wherein the customer service pressure interval division information comprises first scheduling interval information and second scheduling interval information, the first scheduling interval information comprises a first maximum limit and a first minimum limit of the number of online customer service per capita service customers corresponding to a first customer service pressure interval, the second scheduling interval information comprises a second maximum limit and a second minimum limit of the number of online customer service per capita service customers corresponding to a second customer service pressure interval, and the first maximum limit is smaller than the second minimum limit;

comparing the real-time pressure state with the customer service pressure interval division information, and judging whether the real-time pressure state belongs to the first customer service pressure interval or the second customer service pressure interval;

if the first customer service pressure interval belongs to, the real-time pressure state meets the first scheduling condition;

and if the real-time pressure state belongs to the second customer service pressure interval, the real-time pressure state meets the second scheduling condition.

Preferably, the first scheduling interval information further includes a first maximum threshold and a first minimum threshold of a scheduling interval duty ratio corresponding to the first customer service pressure interval, and the second scheduling interval information further includes a second maximum threshold and a second minimum threshold of a scheduling interval duty ratio corresponding to the second customer service pressure interval;

the method for dynamically scheduling the customer service information further comprises the following steps of after judging whether the real-time pressure state belongs to the first customer service pressure interval or the second customer service pressure interval:

if the real-time pressure state belongs to the first customer service pressure interval, calculating the first interval proportion of the real-time pressure state in the first customer service pressure interval and judging whether the first interval proportion is between the first maximum threshold and the first minimum threshold, if so, the real-time pressure state accords with the first scheduling condition;

and if the real-time pressure state belongs to the second customer service pressure interval, calculating the second interval proportion of the real-time pressure state in the second customer service pressure interval and judging whether the second interval proportion is between the second maximum threshold and the second minimum threshold, wherein if yes, the real-time pressure state meets the second scheduling condition.

Preferably, the method for dynamically scheduling customer service information further includes:

when updating the data in the online customer service set, sequencing the online customer service information in the online customer service set according to an offline priority order;

and when the data in the offline customer service set is updated, sorting the offline customer service information in the offline customer service set according to an online priority order.

Preferably, the step of retrieving at least one online service information from the online service set, converting the at least one online service information into offline service information, and updating the offline service information to the offline service set includes:

positioning the online customer service information to be called;

sending an online line switching-off instruction to a customer service terminal corresponding to the online customer service information to be called;

acquiring feedback information of the online-to-offline instruction;

and if the feedback information is to receive the online-to-offline instruction, converting the online customer service information to be called into offline customer service information and updating the offline customer service information to the offline customer service set.

locking the step of calculating the real-time pressure state;

executing the step of calculating the real-time pressure state when the lock is successfully obtained;

and unlocking the step of calculating the real-time pressure state when the step of calculating the real-time pressure state is executed or an abnormal condition occurs.

The embodiment of the invention also provides a system for dynamically scheduling customer service information, which comprises: the system comprises a data updating unit, a pressure calculating unit and an information scheduling unit;

the data updating unit is used for updating data in an online customer service set, an offline customer service set and an online customer set, wherein the data in the online customer service set comprises online customer service information, the data in the offline customer service set comprises offline customer service information, and the data in the online customer set comprises customer information being served;

the pressure calculation unit is used for acquiring the online customer service information and the customer information and calculating a real-time pressure state, wherein the real-time pressure state comprises the number of the online customer service people per service customers;

the information scheduling unit includes: the system comprises a pressure judgment module, a first scheduling module and a second scheduling module;

the pressure judging module is used for judging whether the real-time pressure state meets a preset first scheduling condition or a preset second scheduling condition, if so, the first scheduling module is called, and if so, the second scheduling module is called;

the first scheduling module is used for acquiring at least one piece of online customer service information from the online customer service set, converting the online customer service information into offline customer service information and updating the offline customer service information to the offline customer service set;

the second scheduling module is used for calling at least one piece of offline customer service information from the offline customer service set, converting the offline customer service information into online customer service information and updating the online customer service information to the online customer service set.

Preferably, the pressure determination module is configured to obtain customer service pressure interval division information, where the customer service pressure interval division information includes first scheduling interval information and second scheduling interval information, the first scheduling interval information includes a first maximum limit and a first minimum limit of an online customer service per capita service number of customers corresponding to a first customer service pressure interval, the second scheduling interval information includes a second maximum limit and a second minimum limit of an online customer service per capita service number of customers corresponding to a second customer service pressure interval, and the first maximum limit is smaller than the second minimum limit;

the pressure judging module is further configured to compare the real-time pressure state with the customer service pressure interval division information, judge whether the real-time pressure state belongs to the first customer service pressure interval or the second customer service pressure interval, if the real-time pressure state belongs to the first customer service pressure interval, the real-time pressure state meets the first scheduling condition, and if the real-time pressure state belongs to the second customer service pressure interval, the real-time pressure state meets the second scheduling condition.

the pressure judging module is further configured to calculate a first interval ratio of the real-time pressure state in the first customer service pressure interval and judge whether the first interval ratio is between the first maximum threshold and the first minimum threshold when the real-time pressure state belongs to the first customer service pressure interval, and if so, the real-time pressure state meets the first scheduling condition;

the pressure judging module is further configured to calculate a second interval proportion of the real-time pressure state in the second customer service pressure interval and judge whether the second interval proportion is between the second maximum threshold and the second minimum threshold when the real-time pressure state belongs to the second customer service pressure interval, and if so, the real-time pressure state meets the second scheduling condition.

Preferably, the data updating unit is further configured to sort the online customer service information in the online customer service set according to an offline priority order when updating the data in the online customer service set;

the data updating unit is further configured to sort the offline customer service information in the offline customer service set according to an online priority order when updating the data in the offline customer service set.

Preferably, the customer service information dynamic scheduling system further comprises an instruction transmission unit;

the first scheduling module is also used for positioning the online customer service information to be scheduled;

the instruction transmission unit is used for sending an online line switching-off instruction to a customer service terminal corresponding to the online customer service information to be called and acquiring feedback information of the online line switching-off instruction;

the first scheduling module is further configured to convert the online customer service information to be called into offline customer service information and update the offline customer service information to the offline customer service set when the feedback information is that the online-to-offline instruction is received.

Preferably, the system for dynamically scheduling customer service information further includes: a calculation lock unit;

the calculation locking unit is used for locking the pressure calculation unit;

the pressure calculation unit is also used for calculating a real-time pressure state when the locking is successful;

the calculation locking unit is also used for unlocking the pressure calculation unit when the real-time pressure state is calculated or the abnormal condition occurs.

The embodiment of the present invention further provides an electronic device, which includes a memory, a processor, and a computer program stored in the memory and capable of running on the processor, and is characterized in that the processor implements the method for dynamically scheduling customer service information as described above when executing the program.

An embodiment of the present invention further provides a computer-readable storage medium, on which a computer program is stored, where the computer program is executed by a processor to implement the steps of the method for dynamically scheduling customer service information.

On the basis of the common knowledge in the field, the above preferred conditions can be combined randomly to obtain the preferred embodiments of the invention.

The embodiment of the invention has the positive improvement effects that: the embodiment of the invention automatically carries out dynamic scheduling of the customer service information between the online customer service set and the offline customer service set according to the real-time pressure state of the customer service, and provides reference or indication for online and offline customer service personnel. The customer service personnel can synchronously schedule according to the scheduling of the customer service information, so that the service efficiency of the customer service and the accuracy of online and offline customer service selection can be improved.

Drawings

Fig. 1 is a flowchart of a method for dynamically scheduling customer service information according to embodiment 1 of the present invention.

Fig. 2 is a flowchart of a method for dynamically scheduling customer service information according to embodiment 2 of the present invention.

Fig. 3 is a schematic view of the customer service pressure interval division in embodiment 2 of the present invention.

Fig. 4 is a flowchart of a method for dynamically scheduling customer service information according to embodiment 3 of the present invention.

Fig. 5 is a schematic view of the customer service pressure interval division in embodiment 3 of the present invention.

Fig. 6 is a flowchart of a method for dynamically scheduling customer service information according to embodiment 4 of the present invention.

Fig. 7 is a schematic block diagram of a system for dynamically scheduling customer service information according to embodiment 5 of the present invention.

Fig. 8 is a schematic block diagram of a system for dynamically scheduling customer service information according to embodiment 8 of the present invention.

Fig. 9 is a schematic structural diagram of an electronic device according to embodiment 9 of the present invention.

Detailed Description

The invention is further illustrated by the following examples, which are not intended to limit the scope of the invention.

Example 1

Fig. 1 shows a method for dynamically scheduling customer service information according to this embodiment. The dynamic customer service information scheduling method comprises the following steps:

step 11: and updating data in the online customer service set, the offline customer service set and the online customer set. The data in the online customer service set comprises online customer service information, the data in the offline customer service set comprises offline customer service information, and the data in the online customer set comprises information of customers being served.

Step 12: and acquiring the online customer service information and the customer information, and calculating a real-time pressure state. The real-time pressure state comprises the number of the on-line customer service people serving the customers.

Step 13: and judging whether the real-time pressure state meets a preset first scheduling condition or a preset second scheduling condition, if so, executing the step 14, and if so, executing the step 15.

Step 14: and calling at least one piece of online customer service information from the online customer service set, converting the online customer service information into offline customer service information, and updating the offline customer service information to the offline customer service set.

Step 15: and calling at least one piece of offline customer service information from the offline customer service set, converting the offline customer service information into online customer service information, and updating the online customer service information to the online customer service set.

The online customer service information includes, but is not limited to, an ID of each online customer service, a number of customers to be served, an online start time, and customer service terminal information (including a terminal number, a terminal network address, etc.) corresponding to the online customer service. The data in the online customer service set can be further processed, calculated and counted to obtain some statistical data, such as the total number of online customer services. The offline customer service information includes, but is not limited to, an ID of each drop service, offline start time, and customer service terminal information (including terminal number, terminal network address, etc.) corresponding to the offline customer service. The data in the offline customer service set can be further processed, calculated and counted to obtain some statistical data, such as the total number of offline customer services. The online customer information includes, but is not limited to, an ID of each customer, a service time of the customer, and the like. The data in the online customer set can be further processed, calculated and counted to obtain some statistical data, such as the total number of online customers.

In step 11, the data in the online customer service set, the resting customer service set, and the online customer set may be updated in real time, or may be updated after a specific event occurs, for example, when a customer service event is triggered, the data in the online customer service set is updated, where the customer service event includes an action of actively changing a customer service attribute, and may be an action of logging in, logging out, changing a state, heartbeat, changing a seat (number of customers served), and the like; when new customer service information is added into the offline customer service set, updating data in the offline customer service set; after a customer initiates consultation to finish customer service distribution, the customer is added into an online customer set where the distributed customer service is located, and when the consultation is closed, the customer is deleted from the online customer set.

In step 12, the real-time pressure status reflects the overall service status of all online customer services. The real-time pressure state e (p) is formulated as:

wherein, C_iThe number of the customers served by the online customer service i is shown, and n is the total number of the online customer services.

The larger the real-time pressure is, the more tense the number of online customer services is, the more online customer services are required to be supplemented to provide services, and the smaller the pressure is, the looser the number of online customer services is, and some online customer services can be released.

In step 13, if it is determined that the real-time pressure state does not meet the first scheduling condition or the second scheduling condition, no scheduling operation may be performed, and the current customer service information state may be continuously maintained.

In step 14, the called and converted online customer service information may be any one or more online customer service information in the online customer service set, or one or more online customer service information selected according to a certain rule.

In step 15, the called and converted offline service information may be any one or more offline service information in the offline service set, or one or more offline service information selected according to a certain rule.

Based on the characteristics of customer service distribution, the embodiment determines whether to schedule the online customer service information or the offline customer service information according to the magnitude of the customer service pressure. If the pressure is low and the first scheduling condition is met, converting part of online customer service information into offline customer service information and putting the offline customer service information into the offline customer service set. And if the pressure is higher and the second scheduling condition is met, converting part of off-line customer service information into on-line customer service information and putting the on-line customer service information into the on-line customer service set. The method provided by the embodiment can realize automatic scheduling of the customer service information without manual monitoring and intervention, and the customer service personnel can synchronously schedule according to the scheduling of the customer service information, so that the use efficiency of the customer service and the accuracy of online and offline customer service selection can be improved, the customer service has more rest time and service promotion time on the premise of not influencing the service efficiency, and particularly, for the customer service of a large-scale self-service provider, better customer service use efficiency is improved undoubtedly, so that various service levels can be promoted regularly (on-line study after rest, and the like), new operation service knowledge of the provider can be learned quickly, and customers can be served better and faster.

In a specific implementation of this embodiment, the scheduled customer service information in this embodiment may belong to a skill group, where a skill group refers to a certain customer service group that receives a specific service, and includes multiple online customer services, for example: the customer service information dynamic scheduling method of the embodiment may be specifically configured to preset a first scheduling condition and a second scheduling condition suitable for a skill group and perform corresponding customer service information dynamic scheduling for the skill group. Of course, the first scheduling condition and the second scheduling condition suitable for the larger customer service group or the smaller customer service group are preset and corresponding dynamic customer service information scheduling is performed, and the embodiment is also applicable.

Example 2

The dynamic customer service information scheduling method of the present embodiment is a further improvement on the basis of the dynamic customer service information scheduling method of embodiment 1.

In this embodiment, the entire customer service pressure domain is divided into a first customer service pressure interval, a second customer service pressure interval, and one or more intermediate customer service pressure intervals between the first customer service pressure interval and the second customer service pressure interval according to the number of on-line customer service per capita service customers. And the maximum value of the number of the online customer service per capita service customers corresponding to the first customer service pressure interval is recorded as a first maximum limit value, and the corresponding minimum value of 0 is recorded as a first minimum limit value. And the maximum value of the number of the online customer service per capita service customers corresponding to the second customer service pressure interval is recorded as a second maximum limit value, and the minimum value of the number of the online customer service per capita service customers corresponding to the second customer service pressure interval is recorded as a second minimum limit value. The first maximum limit is less than the second minimum limit. The maximum value and the minimum value of the number of the on-line customer service people per service customers corresponding to the intermediate customer service pressure interval are between the first maximum limit value and the second minimum limit value.

The whole first customer service pressure interval and the whole second customer service pressure interval both belong to a customer service information dispatching interval. The whole intermediate customer service pressure interval belongs to a customer service information holding interval. As shown in fig. 2, step 13 of this embodiment specifically includes:

step 131: and acquiring the customer service pressure interval division information. The customer service pressure interval division information includes first scheduling interval information and second scheduling interval information, the first scheduling interval information includes the first maximum limit and the first minimum limit, and the second scheduling interval information includes the second maximum limit and the second minimum limit.

Step 132: and comparing the real-time pressure state with the customer service pressure interval division information, and judging whether the real-time pressure state belongs to the first customer service pressure interval or the second customer service pressure interval.

If the first customer service pressure interval belongs to, the real-time pressure state meets the first scheduling condition, and then step 14 is executed.

And if the real-time pressure state belongs to the second customer service pressure interval, the real-time pressure state meets the second scheduling condition, and then the step 15 is executed.

And if the first customer service pressure interval and the second customer service pressure interval do not belong to the first customer service pressure interval and the second customer service pressure interval, namely the second customer service pressure interval and the middle customer service pressure interval, not executing any scheduling operation and continuously keeping the current customer service information state.

The first customer service pressure interval and the second customer service pressure interval can be set according to actual requirements. The set value is pushed to the memory space of the system in real time, so that the rule set information is guaranteed to be effective in real time. For example: three customer service pressure intervals are divided, as shown in fig. 3, and respectively include: free [0, C1)), normal [ C1, C2), explosive overflow [ C2, -) where C represents the number of customers served by the online customer service staff, custom configurable. Wherein, the free interval is the first customer service pressure interval, C1 is the first maximum limit value, and 0 is the first minimum limit value. The overflow interval is the second customer service pressure interval, C2 is the second minimum limit, and the second maximum limit is infinite. Both the free interval and the overflow interval belong to the customer service information scheduling interval. The normal interval is an intermediate customer service pressure interval and belongs to a customer service information holding interval. If E (p) e [0, C1), the real-time pressure status meets the first scheduling condition, and then step 14 is executed. If E (p) epsilon [ C1, C2), then the current customer service information state continues to be maintained. If E (p) e [ C2, -), the real-time pressure status meets the second scheduling condition, and then step 15 is performed.

According to the embodiment, through the division of the customer service pressure interval and the setting of the scheduling interval, when the real-time pressure state meets the first scheduling condition or the second scheduling condition is further determined, so that the customer service information scheduling is more accurate.

Example 3

This embodiment is substantially the same as embodiment 2 except that: in embodiment 2, the entire first customer service pressure interval and the entire second customer service pressure interval both belong to a customer service information scheduling interval, and the entire intermediate customer service pressure interval belongs to a customer service information holding interval. In this embodiment, part or all of the first customer service pressure interval and part or all of the second customer service pressure interval belong to a customer service information scheduling interval, and the rest of the customer service pressure domain except the first customer service pressure interval belongs to a customer service information holding interval. As shown in fig. 4, step 13 of this embodiment specifically includes:

step 131: and acquiring the customer service pressure interval division information. The service pressure interval division information includes first scheduling interval information and second scheduling interval information, the first scheduling interval information includes the first maximum limit and the first minimum limit, and a first maximum threshold and a first minimum threshold of a scheduling interval duty ratio corresponding to the first service pressure interval, and the second scheduling interval information includes the second maximum limit and the second minimum limit, and a second maximum threshold and a second minimum threshold of a scheduling interval duty ratio corresponding to the second service pressure interval.

If the first customer service pressure interval belongs to, step 133 is executed.

If the second customer service pressure interval is reached, step 135 is executed.

Step 133: and calculating the ratio of the real-time pressure state in a first interval of the first customer service pressure interval.

Step 134: and judging whether the first interval ratio is between the first maximum threshold and the first minimum threshold, if so, determining that the real-time pressure state meets the first scheduling condition, and then executing step 14.

Step 135: and calculating the proportion of the real-time pressure state in a second interval of the second customer service pressure interval.

Step 136: and judging whether the second interval ratio is between the second maximum threshold and the second minimum threshold, if so, enabling the real-time pressure state to accord with the second scheduling condition, and then executing the step 15.

The first customer service pressure interval and the second customer service pressure interval can be set according to actual requirements. The first maximum threshold and the first minimum threshold, and the second maximum threshold and the second minimum threshold may be set according to actual requirements. The set value is pushed to the memory space of the system in real time, so that the rule set information is guaranteed to be effective in real time. For example: four customer service pressure intervals are divided, as shown in fig. 5, and respectively include: free [0, C1), active [ C1, C2), saturated [ C2, C3), explosive line overflow [ C3, -) wherein C represents the number of customers served by the online customer service person, and can be configured by self. The free interval is the first customer service pressure interval, C1 is the first maximum limit, 0 is the first minimum limit, the free interval belongs to a customer service information scheduling interval when the interval ratio is between 0 and p1, 0 is the first minimum threshold, and p1 is the first maximum threshold. The full interval is the second customer service pressure interval, C2 is the second minimum limit, C3 is the second maximum limit, the full interval belongs to the customer service information scheduling interval when the interval ratio is p2 to 1, p2 is the second minimum threshold, and 1 is the second maximum threshold. The overflow interval is also the second customer service pressure interval, and all of the overflow intervals belong to the customer service information scheduling interval. The remaining part belongs to the customer service information holding section.

The calculation mode of the interval ratio is as follows:

ratio＝(E(p)-C_min)/(C_max-C_min)*100％,

wherein, C_minIs the minimum value of the number of the online customer service people per service customers corresponding to the section of E (p), C_maxAnd E (p) is the maximum value of the number of the online customer service people who correspond to the section of E (p).

If E (p) ε [0, C1) and E (p)/C1 < p1, then the real-time pressure status meets the first scheduling condition, and then step 14 is performed. If E (p) e [ C2, C3) and E (p) -C2)/(C3-C2) > p2 or E (p) e [ C3, -), the real-time stress state meets the second scheduling condition, and then step 15 is performed. And if not, continuing to maintain the current customer service information state.

According to the method and the device, the scheduling interval is set through the division of the customer service pressure interval and the ratio of the scheduling interval, so that when the real-time pressure state meets the first scheduling condition or the second scheduling condition is further determined, and the customer service information scheduling is more accurate. Of course, in order to avoid the risk that the skill group does not have customer service, the embodiment may also allow the customer service team to customize the on-line serviceable customer service information (suitable for the skill group with a small number of customers) and the on-line serviceable customer service proportion (suitable for the skill group with a large number of customers) of the insurance.

Example 4

This example is a further improvement over examples 1-3. In

steps

11 and 14, the method for dynamically scheduling customer service information in this embodiment sorts the online customer service information in the online customer service set according to the offline priority order when updating the data in the online customer service set. The online customer service set may be an ordered set, and the online customer service information is stored from high to low or from low to high according to the offline priority order. The offline priority order may be freely set, or may be set according to a certain rule, for example: the pressure state of the online customer service can be determined, namely, the higher the pressure of the online customer service is, the higher the priority is to be switched to offline; or the online time of the online customer service is determined, namely the earlier the online time of the online customer service is, the more preferentially the online time is, the offline time is changed to be; or the customer service system can be determined according to the total amount of the customers already served by the online customer service system, namely the larger the total amount of the customers already served by the online customer service system is, the higher the priority is to switch to off-line; of course, the offline priority of the online customer service information can be ranked by using a more complex algorithm with reference to more indexes. The online service information that is called from the online service set and put into the offline service set preferably includes: and the online customer service information which is off-line is the most preferred in the online customer service set.

In step 11 and step 15, the method for dynamically scheduling customer service information further orders the offline customer service information in the offline customer service set according to the online priority order when updating the data in the offline customer service set. The offline customer service set may be an ordered set, and the offline customer service information is stored from high to low or from low to high according to the online priority order. The online priority order may be freely set, or may be set according to a certain rule, for example: the offline time of the offline customer service can be determined, namely the earlier the offline time of the offline customer service is, the more preferentially the offline customer service is switched to be online; or the customer service system can be determined according to the total amount of the customers already served by the offline customer service system, namely the smaller the total amount of the customers already served by the offline customer service system is, the more preferentially the customers are switched to be online; of course, the online priority of offline customer service can be ranked by using a more complex algorithm with reference to more indexes. The offline service information that is called from the offline service set and put into the online service set preferably includes: and the offline customer service information which is online at the highest priority in the offline customer service set.

Suppose that: the online service set stores online service information (the pressure state is represented by the number of customers served) from low to high according to the pressure state of the online service, and the offline service set stores the offline service information from early to late according to the offline time.

When step 14 is executed, it is specifically required to take out an online customer service information from the end of the online customer service set, and put the online customer service information into the end of the offline customer service set. When converting an online service information into an offline service information, some fixed information may be unchanged, such as ID of the service, information of the service terminal corresponding to the service, and the offline start time is mainly added. Of course, for the taken out online customer service, before the end of the queue of the put-down customer service set is put, the taken out online customer service can be checked through various real-time state conditions (for example, whether a static switch of the customer service allows offline, whether the last offline time of the customer service meets the set hours from the current time length, whether the offline customer service set has the customer service after the customer service is offline, and other real-time conditions), the conditions are confirmed to be met, and then the taken out online customer service is inserted into the proper position of the offline customer service set through set sequencing.

In step 15, specifically, an offline service information needs to be taken out from the head of the offline service set and put into the online service set, and the putting position needs to be determined according to the pressure state of the newly put service. When an offline customer service information is converted into an online customer service information, some fixed information may be unchanged, such as an ID of a customer service, customer service terminal information corresponding to the customer service, and the main items to be added are an online start time, a number of customers to be served, and the like.

In addition, in order to achieve synchronization between the customer service information and the customer service state and bring better experience to the customer service, and also in order to detect accuracy of online and offline conversion of the customer service information, as shown in fig. 6, step 14 in the method for dynamically scheduling customer service information specifically includes:

step 141: and positioning the online customer service information to be called.

Step 142: and sending an online line switching-off instruction to a customer service terminal corresponding to the online customer service information to be called.

Step 143: and acquiring feedback information of the online-to-offline instruction.

Step 144: and judging whether the feedback information is the online switching-off instruction, if so, executing a step 145, otherwise, returning to the step 141 to reposition the online customer service information to be called.

Step 145: and converting the online customer service information to be called into offline customer service information and updating the offline customer service information to the offline customer service set.

The method for dynamically scheduling customer service information may further include the following steps performed after step 15:

step 16: and sending an offline-to-online instruction to the customer service terminal corresponding to the called offline customer service information.

The specific form of the online-to-offline command and the offline-to-online command can be freely set, for example, a tcp (transmission control protocol) reliable notification message is sent to the customer service terminal to notify the customer service that the customer service is going to be online or offline. Of course, the embodiment is not limited to this, and the online-to-offline command and the offline-to-online command may also be implemented by other means, such as an in-company chat tool, an email, a system message, and the like.

In this embodiment, the method for dynamically scheduling customer service information may further include: locking the step of calculating the real-time pressure state; executing the step of calculating the real-time pressure state when the lock is successfully obtained; and unlocking the step of calculating the real-time pressure state when the step of calculating the real-time pressure state is executed or an abnormal condition occurs. In a specific implementation of this embodiment, the online customer service set, the resting customer service set, and the online customer set may adopt redis as a storage medium; and acquiring the online customer service set, the resting customer service set and data stored in the online customer set by adopting a redis command. And a reasonable design of a storage structure based on dynamic resource management is provided, so that the performance of data extraction and logic calculation is more efficient. Based on redis, performing a distributed locking operation (SETNX command implementation of redis) on step 12; after the lock acquisition is successful, step 12 is performed. And unconditionally performing unlock operation after calculation or any abnormality occurs, so as to prevent unnecessary repeated pressure calculation under the condition of concurrent placement and to cause the continuous scheduling of customer service information in the subsequent step.

Example 5

Fig. 7 shows a customer service information dynamic scheduling system of the embodiment. The customer service information dynamic scheduling system comprises: a data updating unit 21, a pressure calculating unit 22 and an information scheduling unit 23.

The data updating unit 21 is configured to update data in the online customer service set, the offline customer service set, and the online customer set. The data in the online customer service set comprises online customer service information, the data in the offline customer service set comprises offline customer service information, and the data in the online customer set comprises information of customers being served.

The pressure calculating unit 22 is configured to obtain the online customer service information and the customer information, and calculate a real-time pressure state. The real-time pressure state comprises the number of the on-line customer service people serving the customers.

The information scheduling unit 23 includes: a pressure determination module 231, a first scheduling module 232, and a second scheduling module 233.

The pressure determining module 231 is configured to determine whether the real-time pressure state meets a preset first scheduling condition or a preset second scheduling condition, if the real-time pressure state meets the first scheduling condition, the first scheduling module 232 is invoked, and if the real-time pressure state meets the second scheduling condition, the second scheduling module 233 is invoked.

The first scheduling module 232 is configured to retrieve at least one piece of online customer service information from the online customer service set, convert the at least one piece of online customer service information into offline customer service information, and update the offline customer service information to the offline customer service set.

The second scheduling module 233 is configured to retrieve at least one piece of offline customer service information from the offline customer service set, convert the offline customer service information into online customer service information, and update the online customer service information to the online customer service set.

In the data updating unit 21, the data in the online customer service set, the retired customer service set, and the online customer set may be updated in real time, or may be updated after a specific event occurs, for example, when a customer service event is triggered, the data in the online customer service set is updated, where the customer service event includes a behavior in which a customer service attribute actively changes, and may be a behavior such as login, logout, state change, heartbeat, change of seats (number of customers served), and the like; when new customer service information is added into the offline customer service set, updating data in the offline customer service set; after a customer initiates consultation to finish customer service distribution, the customer is added into an online customer set where the distributed customer service is located, and when the consultation is closed, the customer is deleted from the online customer set.

In the pressure calculation unit 22, the real-time pressure status reflects the overall service status of all online customer services. The real-time pressure state e (p) is formulated as:

In the pressure determining module 231, if it is determined that the real-time pressure state does not meet the first scheduling condition or the second scheduling condition, no scheduling operation may be performed, and the current customer service information state may be continuously maintained.

In the first scheduling module 232, the called and converted online customer service information may be any one or more online customer service information in the online customer service set, or one or more online customer service information selected according to a certain rule.

In the second scheduling module 233, the called and converted offline service information may be any one or more offline service information in the offline service set, or one or more offline service information selected according to a certain rule.

Example 6

The dynamic customer service information scheduling system of the present embodiment is a further improvement on the basis of the dynamic customer service information scheduling system of embodiment 5.

The whole first customer service pressure interval and the whole second customer service pressure interval both belong to a customer service information dispatching interval. The whole intermediate customer service pressure interval belongs to a customer service information holding interval.

The pressure determining module 231 of this embodiment is specifically configured to obtain the customer service pressure interval division information. The customer service pressure interval division information includes first scheduling interval information and second scheduling interval information, the first scheduling interval information includes the first maximum limit and the first minimum limit, and the second scheduling interval information includes the second maximum limit and the second minimum limit.

The pressure determining module 231 is further configured to compare the real-time pressure state with the customer service pressure interval division information, and determine whether the real-time pressure state belongs to the first customer service pressure interval or the second customer service pressure interval, where if the real-time pressure state belongs to the first customer service pressure interval, the real-time pressure state meets the first scheduling condition, and if the real-time pressure state belongs to the second customer service pressure interval, the real-time pressure state meets the second scheduling condition. And if the first customer service pressure interval and the second customer service pressure interval do not belong to the first customer service pressure interval and the second customer service pressure interval, namely the second customer service pressure interval and the middle customer service pressure interval, not executing any scheduling operation and continuously keeping the current customer service information state.

The first customer service pressure interval and the second customer service pressure interval can be set according to actual requirements. The set value is pushed to the memory space of the system in real time, so that the rule set information is guaranteed to be effective in real time.

Example 7

This embodiment is substantially the same as embodiment 6 except that: in embodiment 6, the entire first customer service pressure interval and the entire second customer service pressure interval both belong to a customer service information scheduling interval, and the entire intermediate customer service pressure interval belongs to a customer service information holding interval. In this embodiment, part or all of the first customer service pressure interval and part or all of the second customer service pressure interval belong to a customer service information scheduling interval, and the rest of the customer service pressure domain except the first customer service pressure interval belongs to a customer service information holding interval.

The pressure determining module 231 of this embodiment is specifically configured to: and acquiring the customer service pressure interval division information. The service pressure interval division information includes first scheduling interval information and second scheduling interval information, the first scheduling interval information includes the first maximum limit and the first minimum limit, and a first maximum threshold and a first minimum threshold of a scheduling interval duty ratio corresponding to the first service pressure interval, and the second scheduling interval information includes the second maximum limit and the second minimum limit, and a second maximum threshold and a second minimum threshold of a scheduling interval duty ratio corresponding to the second service pressure interval.

The pressure determining module 231 is further configured to calculate a first interval ratio of the real-time pressure state in the first customer service pressure interval and determine whether the first interval ratio is between the first maximum threshold and the first minimum threshold, when the real-time pressure state belongs to the first customer service pressure interval, and if so, the real-time pressure state meets the first scheduling condition.

The pressure determining module 231 is further configured to, when the real-time pressure state belongs to the second customer service pressure interval, calculate a second interval proportion of the real-time pressure state in the second customer service pressure interval and determine whether the second interval proportion is between the second maximum threshold and the second minimum threshold, and if so, the real-time pressure state meets the second scheduling condition.

The calculation mode of the interval ratio is as follows:

ratio＝(E(p)-C_min)/(C_max-C_min)*100％,

The first customer service pressure interval and the second customer service pressure interval can be set according to actual requirements. The first maximum threshold and the first minimum threshold, and the second maximum threshold and the second minimum threshold may be set according to actual requirements. The set value is pushed to the memory space of the system in real time, so that the rule set information is guaranteed to be effective in real time.

Example 8

This example is a further improvement over examples 5-7. The data updating unit 21 of this embodiment is further configured to sort the online customer service information in the online customer service set according to an offline priority order when updating the data in the online customer service set. The online customer service set may be an ordered set, and the online customer service information is stored from high to low or from low to high according to the offline priority order. The offline priority order may be freely set, or may be set according to a certain rule, for example: the pressure state of the online customer service can be determined, namely, the higher the pressure of the online customer service is, the higher the priority is to be switched to offline; or the online time of the online customer service is determined, namely the earlier the online time of the online customer service is, the more preferentially the online time is, the offline time is changed to be; or the customer service system can be determined according to the total amount of the customers already served by the online customer service system, namely the larger the total amount of the customers already served by the online customer service system is, the higher the priority is to switch to off-line; of course, the offline priority of the online customer service information can be ranked by using a more complex algorithm with reference to more indexes. The online service information that is called from the online service set and put into the offline service set preferably includes: and the online customer service information which is off-line is the most preferred in the online customer service set.

The data updating unit 21 is further configured to sort the offline customer service information in the offline customer service set according to an online priority order when updating the data in the offline customer service set. The offline customer service set may be an ordered set, and the offline customer service information is stored from high to low or from low to high according to the online priority order. The online priority order may be freely set, or may be set according to a certain rule, for example: the offline time of the offline customer service can be determined, namely the earlier the offline time of the offline customer service is, the more preferentially the offline customer service is switched to be online; or the customer service system can be determined according to the total amount of the customers already served by the offline customer service system, namely the smaller the total amount of the customers already served by the offline customer service system is, the more preferentially the customers are switched to be online; of course, the online priority of offline customer service can be ranked by using a more complex algorithm with reference to more indexes. The offline service information that is called from the offline service set and put into the online service set preferably includes: and the offline customer service information which is online at the highest priority in the offline customer service set.

In addition, in order to achieve synchronization between the customer service information and the customer service state and bring better experience to the customer service, and also in order to detect the accuracy of online and offline conversion of the customer service information, the dynamic customer service information scheduling system further includes an instruction transmission unit 24.

The first scheduling module 232 is further configured to locate online customer service information to be scheduled;

the instruction transmission unit 24 is configured to send an online connection/disconnection instruction to a customer service terminal corresponding to the to-be-called online customer service information, and acquire feedback information of the online connection/disconnection instruction;

the first scheduling module 232 is further configured to convert the to-be-called online customer service information into offline customer service information and update the offline customer service information to the offline customer service set when the feedback information is that the online-to-offline instruction is received.

The instruction transmission unit 24 may also be configured to send an offline-to-online instruction to a customer service terminal corresponding to the called offline customer service information.

In this embodiment, the system for dynamically scheduling customer service information further includes: a calculation lock unit 25. The calculation lock unit 25 is used to lock the pressure calculation unit 22. The pressure calculation unit 22 is also used to calculate the real-time pressure status when the lock acquisition is successful. The calculation lock unit 25 is also used for unlocking the pressure calculation unit 22 when the real-time pressure state is calculated or an abnormal condition occurs. In a specific implementation of this embodiment, the online customer service set, the resting customer service set, and the online customer set may adopt redis as a storage medium; and acquiring the online customer service set, the resting customer service set and data stored in the online customer set by adopting a redis command. And a reasonable design of a storage structure based on dynamic resource management is provided, so that the performance of data extraction and logic calculation is more efficient. Performing a distributed locking operation (SETNX command implementation of redis) on the pressure calculation unit 22 based on redis; after the lock acquisition is successful, the pressure calculation unit 22 is executed. And unconditionally performing unlock operation after calculation or any abnormality occurs, so as to prevent unnecessary repeated pressure calculation under the condition of concurrent placement and to cause the continuous scheduling of customer service information in the subsequent step.

Example 9

Fig. 9 is a schematic structural diagram of an electronic device according to embodiment 4 of the present invention. The electronic device comprises a memory, a processor and a computer program stored on the memory and capable of running on the processor, wherein the processor executes the program to realize the dynamic customer service information scheduling method of any one of embodiments 1-4. The electronic device 40 shown in fig. 9 is only an example, and should not bring any limitation to the functions and the scope of use of the embodiment of the present invention.

As shown in fig. 9, the electronic device 40 may be embodied in the form of a general purpose computing device, which may be, for example, a server device. The components of electronic device 40 may include, but are not limited to: the at least one processor 41, the at least one memory 42, and a bus 43 connecting the various system components (including the memory 42 and the processor 41).

The bus 43 includes a data bus, an address bus, and a control bus.

The memory 42 may include volatile memory, such as Random Access Memory (RAM)421 and/or cache memory 422, and may further include Read Only Memory (ROM) 423.

Memory 42 may also include a program/utility 425 having a set (at least one) of program modules 424, such program modules 424 including, but not limited to: an operating system, one or more application programs, other program modules, and program data, each of which, or some combination thereof, may comprise an implementation of a network environment.

The processor 41 executes various functional applications and data processing, such as the dynamic customer service information scheduling method provided in embodiment 1 or 2 of the present invention, by running the computer program stored in the memory 42.

The electronic device 40 may also communicate with one or more external devices 44 (e.g., keyboard, pointing device, etc.). Such communication may be through an input/output (I/O) interface 45. Also, model-generating device 40 may also communicate with one or more networks (e.g., a Local Area Network (LAN), a Wide Area Network (WAN), and/or a public network, such as the Internet) via network adapter 46. As shown in FIG. 9, the network adapter 46 communicates with the other modules of the model-generated device 40 via the bus 43. It should be understood that although not shown in the figures, other hardware and/or software modules may be used in conjunction with the model-generating device 40, including but not limited to: microcode, device drivers, redundant processors, external disk drive arrays, RAID (disk array) systems, tape drives, and data backup storage systems, etc.

It should be noted that although in the above detailed description several units/modules or sub-units/modules of the electronic device are mentioned, such a division is merely exemplary and not mandatory. Indeed, the features and functionality of two or more of the units/modules described above may be embodied in one unit/module according to embodiments of the invention. Conversely, the features and functions of one unit/module described above may be further divided into embodiments by a plurality of units/modules.

Example 10

The present embodiment provides a computer-readable storage medium, on which a computer program is stored, where the computer program, when executed by a processor, implements the steps of any one of the dynamic customer service information scheduling methods provided in embodiments 1-4.

More specific examples, among others, that the readable storage medium may employ may include, but are not limited to: a portable disk, a hard disk, random access memory, read only memory, erasable programmable read only memory, optical storage device, magnetic storage device, or any suitable combination of the foregoing.

In a possible implementation manner, the present invention can also be implemented in a form of a program product, which includes program code, when the program product runs on a terminal device, the program code is configured to enable the terminal device to execute the steps in implementing any one of the dynamic customer service information scheduling methods described in embodiments 1 to 4.

Where program code for carrying out the invention is written in any combination of one or more programming languages, the program code may be executed entirely on the user device, partly on the user device, as a stand-alone software package, partly on the user device and partly on a remote device or entirely on the remote device.

While specific embodiments of the invention have been described above, it will be appreciated by those skilled in the art that these are by way of example only, and that the scope of the invention is defined by the appended claims. Various changes and modifications to these embodiments may be made by those skilled in the art without departing from the spirit and scope of the invention, and these changes and modifications are within the scope of the invention.

Claims

1. A method for dynamically scheduling customer service information is characterized by comprising the following steps:

2. The method for dynamically scheduling customer service information according to claim 1, wherein the step of determining whether the real-time pressure status meets a preset first scheduling condition or a preset second scheduling condition comprises:

3. The method for dynamically scheduling customer service information according to claim 2, wherein the first scheduling interval information further includes a first maximum threshold and a first minimum threshold of a scheduling interval duty ratio corresponding to the first customer service pressure interval, and the second scheduling interval information further includes a second maximum threshold and a second minimum threshold of a scheduling interval duty ratio corresponding to the second customer service pressure interval;

4. The dynamic customer service information scheduling method according to claim 1, wherein the dynamic customer service information scheduling method further comprises:

5. The method as claimed in claim 1, wherein the step of transferring at least one online service information from the online service set to an offline service information and updating the offline service information to the offline service set comprises:

positioning the online customer service information to be called;

acquiring feedback information of the online-to-offline instruction;

6. The dynamic customer service information scheduling method according to claim 1, wherein the dynamic customer service information scheduling method further comprises:

locking the step of calculating the real-time pressure state;

7. A system for dynamically scheduling customer service information, comprising: the system comprises a data updating unit, a pressure calculating unit and an information scheduling unit;

8. The system of claim 7, wherein the pressure determining module is configured to obtain customer service pressure interval division information, the customer service pressure interval division information includes first scheduling interval information and second scheduling interval information, the first scheduling interval information includes a first maximum limit and a first minimum limit of the number of online customer service per capita service customers corresponding to the first customer service pressure interval, the second scheduling interval information includes a second maximum limit and a second minimum limit of the number of online customer service per capita service customers corresponding to the second customer service pressure interval, and the first maximum limit is smaller than the second minimum limit;

9. The system of claim 8, wherein the first scheduling interval information further comprises a first maximum threshold and a first minimum threshold of a scheduling interval duty ratio corresponding to the first customer service pressure interval, and the second scheduling interval information further comprises a second maximum threshold and a second minimum threshold of a scheduling interval duty ratio corresponding to the second customer service pressure interval;

10. The system of claim 7, wherein the data updating unit is further configured to sort the online service information in the online service set according to an offline priority order when updating the data in the online service set;

11. The dynamic customer service information scheduling system of claim 7 wherein said dynamic customer service information scheduling system further comprises an instruction transmission unit;

12. The dynamic customer service information scheduling system of claim 7 wherein said dynamic customer service information scheduling system further comprises: a calculation lock unit;

the calculation locking unit is used for locking the pressure calculation unit;

13. An electronic device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, wherein the processor implements the method for dynamically scheduling customer service information according to any one of claims 1 to 6 when executing the program.

14. A computer-readable storage medium, on which a computer program is stored, which, when being executed by a processor, carries out the steps of the method for dynamic scheduling of customer service information according to any one of claims 1 to 6.