CN111951020A

CN111951020A - Method and device for providing service information

Info

Publication number: CN111951020A
Application number: CN201910400103.XA
Authority: CN
Inventors: 徐兵; 胡文文; 付真真; 蔡雯; 周幼静; 陈琴
Original assignee: Alibaba Group Holding Ltd
Current assignee: Alibaba Group Holding Ltd
Priority date: 2019-05-14
Filing date: 2019-05-14
Publication date: 2020-11-17

Abstract

The embodiment of the application discloses a method and a device for providing service information, wherein the method comprises the following steps: collecting problem information fed back by a user through an information issuing system; determining a target application identifier corresponding to the problem information; determining a service channel and service content for the problem information by calling an interface realized in the target application; and sending the service content through the service channel. By the embodiment of the application, user experience can be improved, and meanwhile, a specific application system developer is prevented from investing too much cost.

Description

Method and device for providing service information

Technical Field

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

Background

In many network application service systems, a customer service system is provided to help enterprises or service providers to fully communicate with users, including answering questions of users, providing complaint channels for users, performing questionnaires on users, and the like, so as to improve customer satisfaction to the maximum extent.

In the prior art, the customer service system is usually used as a collector of information to answer specific questions for users one-to-one. For example, in the merchandise object information service system, some consumer users may often encounter various problems such as failure to make a proper order, failure to use a coupon, etc. during shopping. In the case of failure to resolve by itself, it may be necessary to consult customer service personnel of the service system to seek solutions to the problem, and so on. At this time, the specific resolution of the problem usually depends on the professional level of the customer service staff, and if the customer service staff is not professional enough, a relatively effective solution may not be provided.

In addition, in practice, if a user encounters a problem while using a certain application or service, the user may only perform feedback or complaint about the problem through a customer service system provided inside the application or service system, but may perform complaint through a variety of different channels such as a social network. Complaints from other channels outside the system are more difficult to help the user solve the problem in time, because it requires a lot of labor and time cost to find the complaint, which may not be affordable for most enterprises. However, such problems, if not discovered and resolved in a timely manner, may not only affect the personal experience of the user initiating the complaint, but may also cause a broader social impact.

Therefore, how to help the provider of a specific application or service to more effectively solve the problem feedback or complaints initiated by the user during the use process becomes a technical problem to be solved by those skilled in the art.

Disclosure of Invention

The application provides a method and a device for providing service information, which can improve user experience and simultaneously avoid too much cost input of a specific application developer.

The application provides the following scheme:

a method of providing service information, comprising:

collecting problem information fed back by a user through an information issuing system;

determining a target application identifier corresponding to the problem information;

determining a service channel and service content for the problem information by calling an interface realized in the target application;

and sending the service content through the service channel.

A method of providing service information, comprising:

receiving an interface calling request of a service system, wherein the calling request carries problem information fed back by a user through an information issuing system;

determining a service channel and service content aiming at the problem information;

and returning the information of the service channel and the service content to the service system so that the service system can send the service content through the service channel.

A method of providing service information, comprising:

sending the problem information to the target application according to the target application identifier;

receiving a service channel and service content provided by the target application and aiming at the problem information;

and sending the service content through the service channel.

A method of providing service information, comprising:

receiving problem information sent by a service system, wherein the problem information is problem information fed back by a user through an information issuing system;

An apparatus for providing service information, comprising:

the problem information collecting unit is used for collecting the problem information fed back by the user through the information issuing system;

a target application identifier determining unit, configured to determine a target application identifier corresponding to the problem information;

the interface calling unit is used for determining a service channel and service content aiming at the problem information by calling an interface realized in the target application;

and the service content sending unit is used for sending the service content through the service channel.

An apparatus for providing service information, comprising:

the system comprises a calling request receiving unit, a service system and a service processing unit, wherein the calling request receiving unit is used for receiving an interface calling request of the service system, and the calling request carries problem information fed back by a user through an information issuing system;

a service policy information determining unit, configured to determine a service channel and service content for the problem information;

and the service policy information returning unit is used for returning the information of the service channel and the service content to the service system so that the service system can send the service content through the service channel.

An apparatus for providing service information, comprising:

the problem collecting unit is used for collecting problem information fed back by the user through the information issuing system;

the problem information sending unit is used for sending the problem information to the target application according to the target application identifier;

a receiving unit, configured to receive a service channel and service content for the question information, which are provided by the target application;

An apparatus for providing service information, comprising:

the system comprises a problem information receiving unit, a problem information issuing unit and a problem information sending unit, wherein the problem information receiving unit is used for receiving problem information sent by a service system, and the problem information is problem information fed back by a user through an information issuing system;

an information determining unit, configured to determine a service channel and service content for the problem information;

and the information returning unit is used for returning the information of the service channel and the service content to the service system so that the service system can send the service content through the service channel.

According to the specific embodiments provided herein, the present application discloses the following technical effects:

according to the embodiment of the application, the service capability can be provided through the service system, the service capability is packaged into a standard interface, and the interface is realized in the specific application business logic. Then, the service system can execute the problem information fed back to the user in the plurality of applications through a plurality of channels, realize the matching of the specific problem information and the applications by calling the interface realized in the specific application, determine the service channel and the service content corresponding to the specific problem, and then send the specific service content through the corresponding service channel. In the implementation process, for a developer of a specific application, the user can be provided with services only by implementing a corresponding interface in advance according to the standard provided by the embodiment of the application.

Of course, it is not necessary for any product to achieve all of the above-described advantages at the same time for the practice of the present application.

Drawings

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

FIG. 1 is a schematic diagram of a system architecture provided by an embodiment of the present application;

FIG. 2 is a flow chart of a first method provided by an embodiment of the present application;

FIG. 3 is a flow chart of a second method provided by embodiments of the present application;

FIG. 4 is a flow chart of a third method provided by embodiments of the present application;

FIG. 5 is a flow chart of a fourth method provided by embodiments of the present application;

FIG. 6 is a schematic diagram of a first apparatus provided by an embodiment of the present application;

FIG. 7 is a schematic diagram of a second apparatus provided by an embodiment of the present application;

FIG. 8 is a schematic diagram of a third apparatus provided by an embodiment of the present application;

FIG. 9 is a schematic diagram of a fourth apparatus provided by an embodiment of the present application;

fig. 10 is a schematic diagram of an electronic device provided in an embodiment of the present application.

Detailed Description

The technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application, and it is obvious that the described embodiments are only a part of the embodiments of the present application, and not all of the embodiments. All other embodiments that can be derived from the embodiments given herein by a person of ordinary skill in the art are intended to be within the scope of the present disclosure.

In the embodiment of the present application, a service system may be provided, where the service system may specifically exist in the form of an independent application or platform, and is mainly used for providing a service capability of "active service", and specifically may include collecting specific problem information, analyzing reasons, determining a service policy, issuing specific service content, and the like. Since the problem of the specific feedback of the user is usually generated in the process of using a specific application, when analyzing the cause of the problem, the problem can be specifically analyzed according to information such as behavior generated in the process of using the application by the user, so as to determine whether the problem of the specific feedback is caused by system hardware, network, or the user's own cause, and then determine the service policy according to the specific cause.

In order to enable the above scheme to be provided for a plurality of specific applications for use, the service capability may be further packaged into a standard interface and provided to a specific application developer (e.g., a specific enterprise, etc.), so that development convenience may be achieved by implementing the interface according to business logic and the like inside the specific application and deploying the interface into the specific application. Of course, in specific implementation, a specific developer may implement some or all of the interfaces in a specific application according to actual needs. Then, the service system may help the enterprise to implement the service capability, specifically, in the process that the user uses a specific application, if a problem feedback or complaint is made for the application through a certain channel, the service system may obtain specific service policy information including service channel information and service content information by calling an interface implemented by the corresponding application, and send the service content through the service channel. If the application also realizes an interface for analyzing reasons and an interface for analyzing the problem influence range, the interfaces can be called to determine specific reasons, influence ranges and the like, so that active services are provided for more users.

That is to say, in the embodiment of the present application, the service system may provide services for a plurality of different applications, and specifically, the provided services may be services that provide active services to a user, including soothing the user or providing a specific problem solution, for problem feedback/complaints and the like performed by the user during using a specific application. Alternatively, in an alternative manner, the influence range information of the same or a class of problems may be further determined, so as to provide active services to more users (including users who may encounter the same problem but have not yet performed feedback). In the process, a specific application developer only needs to combine the service logic in the application of the specific application developer with the SDK provided by the service system to realize the corresponding interface, and when the interface is called, the corresponding realization is executed, and the result is returned to the service system, so that the service system can help the application to realize the service capability. Therefore, the user can answer the questions fed back by applying a customer service system and the like provided inside more effectively without depending on the professional ability of customer service personnel; the method and the system can also provide service for the user in time aiming at problem feedback or complaints of the user through a social network platform and the like, and avoid larger social influence caused by the problems.

For example, in a specific implementation, the service system may provide an SDK package and provide a download address of the SDK, and if a certain enterprise a needs to implement a service capability for an application a provided by itself, the SDK package may be downloaded, and an API therein may be implemented in combination with a service logic and the like inside the application a, and is deployed in the application a. Similarly, a certain enterprise B also needs to implement service capability for its own provided application B, and may also download the SDK package, implement the API therein in combination with the service logic and the like inside the application B, and deploy in the application B, and the like. In this way, the service system can implement capabilities with respect to services for those applications that implement the standard interface API described above. That is, the specific enterprise a, the specific enterprise B, and the like do not need to separately implement various specific functions such as data collection, reason analysis, service policy generation, service content transmission, and the like, but only need to implement a standard interface provided by the service system, and when the interface is called, return a corresponding processing result to the service system, and the service system can execute processing such as specific service content transmission. Thus, specific enterprises can provide better services for users of the enterprises at lower cost.

For example, in a specific implementation, since the problem collected by the service system may be very many, including the user's feedback on the problem in a plurality of different applications, the first interface for information matching may be implemented first. That is, after some questions are collected, the target application identifier corresponding to a specific question can be distinguished by calling the first interface. Specifically, the first interface for information matching may generally define information such as an identifier of a specific application or a keyword, so that after the first interface is called, an application identifier corresponding to the question information may be determined according to information such as an application identifier or a keyword included in the question information. In specific implementation, for an application developer, only information such as a specific application identifier or a keyword needs to be configured when the first interface is implemented, and a specific judgment logic may be implemented in advance through a service system.

In addition, after the application corresponding to the specific problem is determined, the reason for the specific problem may be analyzed and determined according to a behavior log of the user in the process of using the specific application, and such a behavior log is usually generated inside the application. After the second interface of an application is called, the behavior log information of the corresponding user in the application can be taken out, and then, a specific reason can be determined by analyzing the behavior log. In the specific process of analyzing the behavior log, a plurality of more specific interfaces may be involved, for example, the more specific interfaces may include an interface for identifying abnormal log records included in the log, or, in the case that there is no abnormal log in the log, an interface for performing user behavior simulation may be called to perform problem recurrence through simulation of user behavior, and further determine a specific cause of a problem, and the like.

Moreover, after the cause of the problem is determined, the service channel, the service content, and the like, which are used for providing the service for the user, may be configured differently according to different specific applications, so that a third interface for providing the service policy may be implemented in the specific applications. Therefore, after the cause of the specific problem is determined, the application can determine the specific service strategy and return the service strategy to the service system by calling the third interface, and the service system sends the specific service content to the user through the corresponding service channel. For example, the message may be sent via a social networking platform, or via a service hotline, a short message, etc.

In addition, a fourth interface for predicting the influence range of the problem can be further implemented in a specific application, so that after the cause of the specific problem is analyzed, the influence range information of the problem can be obtained by calling the fourth interface, and the influence range information can include users who may encounter the same problem but have not yet performed problem feedback. In this way, the service system may further provide the service content to the clients associated with the users within the influence range through the service channel.

In a specific implementation, from the viewpoint of system architecture, in order to facilitate the service system to call an interface implemented in a specific application, the service system and a plurality of applications implementing the interface may be located in the same deployment environment. It should be noted that, under the above architecture, a specific application may be a user of the same cloud service provider, that is, a developer of the application deploys a code of the specific application into a cloud service system, and provides a service to the outside through the cloud service system. In this way, the cloud service system can naturally know the identification information such as the key of the applications. Furthermore, the service system provided in the embodiment of the present application may also be deployed in the cloud service system, so that the service system may implement a call to an API implemented in a specific application in an RPC (remote service call) manner. That is, in the above manner, the value added service is provided to the user (enterprise, etc.) of the cloud service system. For example, when a certain enterprise a purchases a service in the cloud service system, and deploys an application a developed by the enterprise a into the cloud service system, at this time, an App and the like corresponding to the application a may be normally used by a user, and only relevant server codes may be run in the cloud service system. If the user of the application a finds a problem in the process of using the App, for example, in an application related to recharging, the user finds that recharging fails for many times, a problem feedback or a complaint may be made through a customer service system provided by the application a, or a complaint may be made through some related social network platforms, and so on. In this process, the service system provided in the embodiment of the present application can collect these problems, and as long as the enterprise a can implement the interface provided in the embodiment of the present application in its application a, the service capability provided by the service system can be implemented.

Certainly, in specific implementation, the SDK package provided in the embodiment of the present application may also be provided to other applications outside the cloud service system for use, and at this time, the API call across the applications may be implemented through a protocol such as HTTP.

The following describes the embodiments of the present application in detail.

Example one

First, in the first embodiment, from the perspective of a service system, a method for providing service information is provided, and referring to fig. 2, the method may specifically include:

s201: collecting problem information fed back by a user through an information issuing system;

in a specific implementation, as described above, the service system may provide the ADK for a specific application developer, and the developer may download the SDK through the uniform download address. The SDK may include a plurality of interfaces, and a specific application developer may implement the interfaces according to service logic and the like in a specific application, and deploy the interfaces to the application.

That is, there may be a plurality of applications that implement the interfaces specifically, and for the same interface, there may be different implementations in different applications, but the interfaces may be packaged as standard interfaces, so that the service system can implement the call to the interfaces inside the specific applications by calling the standard interfaces. After the interface is called, specific processing can be executed in a specific application, and a processing result is returned to the service system.

After the specific application realizes the interface, the collection processing of the user problems is not required to be carried out by the user, and the problems can be uniformly collected by the service system. For example, a customer service system may be provided for the user inside a specific application, and the user may perform feedback of the problem through the system. Or, the user may also feedback or complain about problems encountered during the use of the application by a social network platform such as a microblog, and the like. That is to say, the information publishing system described in the embodiment of the present application may include a customer service system deployed in an application, and may also include a third-party information publishing system having an association relationship with the application. The association relationship may specifically be that a call is made between user account systems, that is, after a certain user issues problem feedback information for a certain application in a certain third-party information issuing system, a user identifier of the user in the application may be determined.

Specifically, in the commodity object information service system, various problems may often occur, such as that a user cannot place an order normally, cannot use a coupon, or cannot pay normally. When the problems are met, some users may feed back to a customer service system of the system to request help answers of specific customer service personnel or customer service robots and the like. In this case, the question information fed back by the customer service system provided by the user through the target application may be collected. That is, the customer service system within a particular application may serve as one of the collection sources for particular feedback information. The information fed back by the user through the customer service system may be provided in various ways, for example, an online instant messaging manner may be included, or the information may be fed back through a hotline telephone channel. Therefore, the feedback information collected in the embodiment of the present application may also have various forms. The problem of feedback through the online instant messaging system may specifically be in a form of voice, or exist in a form of text, or may further include some screenshot information, and the like. In addition, for the feedback through the hot spot call channel, the specific feedback information may be information obtained by recording or the like in the process of the user communicating with the customer service staff, and the like.

In another case, the user may not only feed back the question through the customer service system inside the application, but also feed back the question through some related information distribution systems. For example, a user may repeatedly encounter a problem while using an application, but may not choose to seek help from the customer service system, or may not get a satisfactory response from the customer service system, or may post information to some social networking information platform. And the specific application may have account number communication with some social network information systems, so that when the user logs in to the message published by the social network information system, the specific application can also acquire the account number and other information of the user in the application, and thus, if the published information is related to the application, the content of the specific feedback problem can also be acquired. That is, a specific application-associated social networking information system may also serve as one of the data sources, and a specific service system may collect question information fed back by the user through the social networking information system. That is, even if the user performs the problem feedback through the social network information system, rather than performing the feedback through the customer service system in the application, the user may also be given more attention, and if the influence range of the cause corresponding to the problem is relatively large, some users that may be affected by the problem may be provided with services in advance, or related technical developers may be notified to repair the problem caused by the system cause, and so on.

In a specific implementation, because the service system provided in the embodiment of the present application is oriented to a plurality of different applications, and channels, which need to collect user feedback problems, corresponding to different applications may be different, in the specific implementation, problem data collection channel information corresponding to the specific application may also be configured in advance by a specific application developer, for example, the information may also be provided by implementing a standard interface. Therefore, when the service system collects data, the service system can firstly call the interface which is realized by each application and is used for problem collection, obtain information such as the website of a specific problem collection channel and the like, and then collect the problems.

For the specifically collected feedback problem information, if the feedback problem information is in the form of voice or recording, voice or audio recognition may be performed first, and a specific voice or recording file is converted into text information, and then, related processing such as subsequent reason recognition is performed on the basis of the text information.

In addition, because the number of users in the application is large, and the application is also related to a plurality of applications in the embodiment of the present application, the number of collected problem information items of the feedback may also be very large. However, not every problem that is fed back may be representative or may affect a larger range of users, and therefore not every problem may have value in performing a cause analysis. Therefore, in an optional embodiment, before the reason analysis is performed on the specific question information, semantic analysis and other processing can be performed according to the text information corresponding to the specific question, a keyword vocabulary of specific text content can be obtained through word segmentation and other modes, and preliminary clustering of the question can be performed according to the keyword vocabulary. And for feedback with unclear semantics, further classification and cleaning treatment can be carried out by combining with comparison of user operation logs. After clustering is carried out on the specific feedback problems, the target problems to be subjected to cause analysis can be determined according to the occurrence frequency of the same type of problems. For example, 100 pieces of feedback information generated recently are collected at a time, wherein 80 pieces of feedback information are related to 'order incapability', so that the problems related to order incapability can be further analyzed to determine the reason, and further services are provided.

S202: determining a target application identifier corresponding to the problem information; (ii) a

After the problem data is collected, if a service policy needs to be obtained, an interface implemented in the application may be called, an application corresponding to the problem information is determined first, and then a relevant interface in the application is called, for example, a reason why the problem occurs in the corresponding application, the corresponding service policy, and the like may be obtained.

Specifically, in order to determine a target application identifier corresponding to the problem information, a first interface for information matching may be further implemented in the specific application; specifically, when determining the application corresponding to the problem information, a first interface for information matching implemented by a plurality of applications may be called to determine the application identifier corresponding to the problem information. The first interface for information matching implemented by the application comprises an application identifier for information matching or keyword information, and is used for determining the application identifier corresponding to the question information according to the application identifier or keyword information included in the question information. For example, if an application is mainly provided as an electric card recharging service, the information specifically used for problem matching may include the name of the App corresponding to the application, or a keyword such as "buy electricity". In this way, if the problem information fed back by a certain user includes the above information, it may be determined that the problem is for the application, and then, the cause of the specific problem and the corresponding service policy may be determined by using the relevant first interface implemented in the application.

S203: determining a service channel and service content for the problem information by calling an interface realized in the target application;

after the target application identifier corresponding to the problem information is determined, specific service policy information may be obtained by calling an interface implemented in the target application, where the specific service policy information may include a specific service channel and service content. The service channel may specifically be an information channel for sending service content, such as short message, email, instant messenger, or an in-application customer service system, and so on. The service content may be an expression form of information specifically sent to the second user, for example, may be specific text content, and the specific semantic may include an expression apology, or information providing a suggestion, or the like.

In a specific implementation, the interface implemented in the application may further include: a second interface for analyzing the cause of the problem; at this time, the second interface corresponding to the application may be called according to the corresponding relationship between the question information and the application identifier and the corresponding user information of the feedback person, so as to obtain the reason for generating the question. After the second interface realized by the application is called, the reason of the problem can be determined through the behavior log information of the feedback user in the application, and the reason is returned to the service system. That is to say, when the second interface is called, the specifically input parameters may include, in addition to the specific question text and the like, the user identification information of the specific feedback user in the application, so that after the application receives the call, the user behavior log corresponding to the user identification may be taken out, and the reason for generating the corresponding question may be determined by analyzing the behavior log.

That is, the cause of the specific problem may be reflected in the behavior log information of the user in a period of time before and after the problem occurs, and therefore, the cause of the specific problem may be analyzed according to the behavior log information of the user.

In one case, the specific application can record the user behavior of the user and store the user behavior in the form of a log, and some exception handling codes may also be generally present in the specific application code, and if some exception is found, the specific exception information may be written into the user behavior log to generate an exception log record. Problems fed back by the user may find specific reasons from such abnormal log records, and therefore, in one mode, abnormal log records may be extracted from the user behavior log information; if the abnormal log record is related to the problem, determining the reason of the problem according to the abnormal log record. For example, a user cannot place an order for a certain application, but the behavior of the user for using a coupon in the recent period of time is found to be too frequent and exceeds a threshold set by the system according to the behavior log information of the user in the application, and corresponding information such as "too many coupon use times, blocked transaction" and the like is recorded in an abnormal log. Therefore, if the user feeds back at the moment exactly because of the problem of 'cannot make an order', a specific reason can be determined as 'the number of times of using the coupon is too large, the coupon is blacklisted', and the like. Or, another user also performs problem feedback for the application, and a specific problem is that ordering cannot be made, but if the result of inquiring the behavior log information of the user in the application is found because a system fault occurs when ordering is made, the specific reason can be determined as "system bug", and the like. That is, in the embodiment of the present application, it is seemingly the same problem of "order not to be placed", but the specific determined reason may be different, and different services may be provided for different reasons, respectively.

In addition, in a specific implementation, there may be a case where the user behavior log information does not include an abnormal log record, or the abnormal log record is unrelated to the problem, and this may be caused by a problem that is not expected by a developer in a development process during a specific application operation process, for example, a problem that may be referred to as a "black swan". Since it is not expected, the relevant code for recording the abnormal state will not be set in the specific service code, and the abnormal log record in the user behavior log will not occur. However, although this problem is not expected, once it occurs, the influence may still be great, and therefore, in the embodiment of the present application, corresponding processing may be performed for this case. The specific processing mode may be "problem recurrence". Specifically, the behavior path of the user may be determined according to the user behavior log information. The specific behavior path information is, which operations a user performs before a specific problem occurs, for example, a user first opens a client of an application, then enters a search result list page by searching a certain keyword, then views a detailed list item in the page, and may perform various operations such as collecting, adding a shopping cart, purchasing, paying attention, viewing comment information, and the like. The information can be recorded in the user behavior log, so that the operation path of the user can be determined through the log information, the operation of the user can be simulated again according to the path, the problem fed back by the user can be reproduced, and then the reason of the specific problem can be found through the analysis of the key information before and after the reproduction of the specific problem. Specifically, in the process of simulation, a virtual user and a virtual data object required by simulation can be constructed, and then the user behavior can be simulated by using the virtual user and the virtual data object according to the user behavior path information; and then, determining the reason of the problem according to the problem reappearing situation in the simulation process.

It should be noted that, in the process of specifically utilizing the behavior log information of the user to perform operation simulation, the specific simulation process may be completed by using the information that can be disclosed in the behavior log information, and for the information related to privacy, such as the telephone and the address of the user, the information will not be used, so as to avoid the leakage of the privacy of the user. Of course, the information related to privacy is generally irrelevant to the specific cause of the problem, and therefore, even if the information is not used, the analysis of the specific cause of the problem in the embodiment of the application is not influenced.

After the second interface for analyzing the cause of the problem implemented in the specific application is called, the application completes the analysis of the specific cause by executing the corresponding method, and then the specifically found cause information can be returned to the service system.

In addition, the interface implemented in the application may further include: a third interface for providing service policies. After obtaining the specific reason information, the service system may call a third interface corresponding to the application and used for providing a service policy, and obtain the service policy for the problem returned by the application. Which may include specific service channels, service content, etc.

In the specific implementation, the corresponding service mode may also be different according to the reason for the specific problem. For example, if the reason is a business system logic related reason, a work order may be created that may be provided to a system development technician for use in repairing the business system logic. That is, if a problem is found to be caused by a situation such as a vulnerability in the business logic, a technician can be timely notified to modify the problem so as to avoid causing a wider range of influence.

If the reason is a network reason or a reason related to the user operation mode, the specific service may include appeasing and/or provide a problem solution for the user according to the reason. For example, if it is found that some users may face the problem of "being unable to make an order", because the area where these users are located is under traffic restriction, these users may be provided with service information through the customer service system, for example, "you may be unable to make an order for a while, please try again after 15 minutes". Or, if some users are found to be likely to face the problem of 'unable to place an order', the reason for the problem is that the users may use the coupons more times in a short time, and may be considered as 'cattle' to enter a blacklist and block the ordering operation, thereby causing unable to place an order. At this time, service information may be provided for these users through the customer service system, for example, "you may not be able to place an order, please perform authentication, remove 'cattle' suspicion", and so on.

In specific implementation, a plurality of problems corresponding to the same application identifier may be clustered according to the obtained reason information, so as to call an API for providing a service policy corresponding to the application according to a clustering result, and obtain a service policy for the problems of the corresponding category.

In addition, in a specific implementation, when a certain user or some users feedback about a problem in a certain application, the users actually affected by the problem may not be limited to the users who have performed feedback, and other users may only temporarily not find the problem or temporarily have no feedback. Therefore, in a specific implementation, the interface implemented in a specific application may further include: and a fourth interface for predicting the scope of influence of the problem. Therefore, after the cause of a certain problem is determined, the user range information possibly influenced by the problem can be determined by calling the fourth interface, wherein the user range information can comprise users who may encounter the same problem but do not have problem feedback, and then, specific service content can be provided to the client associated with the users who do not have problem feedback through the determined service channel.

After the fourth interface specifically used for predicting the influence range is called, there may be multiple ways when determining user range information that a specific problem may influence, for example, in one way, if a cause of a problem has a record from behavior log information of a user, behavior log information of more users may be directly obtained, then, a target behavior corresponding to the cause is searched according to the behavior log, and whether the problem influences the corresponding user is determined according to a search result. For example, as described above, if the reason for the "failing to make an order" problem is that the coupon is used too frequently by the user and this information is recorded in the user behavior log, it can be determined whether the user may encounter the problem by searching the user behavior logs of more users. For example, it is found that some users may use coupons a lot, and another time use may be considered "cattle" and blacklisted, so that such users may be identified as users that the problem may affect.

Alternatively, as mentioned above, the search may not be directly performed from the specific user behavior log due to some problems, but can also be embodied by some features existing in the user behavior log. Therefore, aiming at the situation, a model can be established for the problem according to the behavior record of the user associated with the problem corresponding to the same reason; and then, performing feature extraction on the behavior log information of more users through the established model, and determining whether the problems have influence on the corresponding users.

Wherein, the users within the user range determined in the foregoing include: users who have generated the problem but have not given feedback on the corresponding problem, or users who have not generated the problem but may have encountered the problem. That is to say, in the embodiment of the present application, for a user who does not perform problem feedback through a customer service system of a certain application or other approaches, the service of the customer service system may also be obtained, where the service may include not only a problem that the user may encounter, but also a specific solution to remove an influence caused by the problem in advance, so as to improve system performance and also improve user experience.

S204: and sending the service content through the service channel.

After the specific service policy is determined, the corresponding service content may be sent through a specific service channel, and specifically, the service content may be sent to an engineer and the like inside a specific application, so as to repair a problem caused by a system reason. Alternatively, such service content may be sent to specific users, including mood soothing, problem solving, and the like. In particular implementations, the service content may be delivered on behalf of a particular application, or may be delivered on behalf of a service system, and so forth.

According to the embodiment of the application, the service capability can be provided through the service system, the service capability is packaged into a standard interface, and the interface is realized in the specific application business logic. Then, the service system can execute the problem information fed back to the users in the plurality of applications through a plurality of channels, realize the matching of the specific problem information and the applications by calling the interface realized in the specific application, determine the service strategy corresponding to the specific problem, and then send the specific service content through the corresponding service channel. In the implementation process, for a developer of a specific application, the user can be provided with services only by implementing a corresponding interface in advance according to the standard provided by the embodiment of the application.

Example two

The second embodiment corresponds to the first embodiment, and provides a method for providing service information from an application perspective, referring to fig. 3, where the method may specifically include:

s301: receiving an interface calling request of a service system, wherein the calling request carries problem information fed back by a user through an information issuing system;

s302: determining a service channel and service content aiming at the problem information;

s303: and returning the information of the service channel and the service content to the service system so that the service system can send the service content through the service channel.

Wherein the interfaces comprise a second interface for analyzing causes of problems and a third interface for providing service policies; specifically, when receiving an interface call request of a service system, the method may first receive a call request for the second interface, where the request also carries feedback user information of problem information; determining reason information for generating the problems according to the problem information and the user information of the feedback persons, and returning the reason information to the service system; then, a call request for the third interface is received so as to determine a service channel and service content for the question information.

Specifically, when the reason information of the problem is determined, the reason of the problem can be determined by analyzing the behavior log information of the feedback user in the target application.

In addition, the interface also comprises a fourth interface used for predicting the influence range of the problem; at this time, a call request for the fourth interface may also be received; and obtaining and returning the influence range information of the problem according to the problem information and the reason information, wherein the influence range information comprises users which may encounter the same problem but do not perform problem feedback.

EXAMPLE III

In the foregoing embodiments, the standard interface provided by the service system is implemented in a specific application, and then after a specific problem is collected by the service system, information such as a specific service policy is obtained by calling the interface implemented in the application. In the third embodiment, the problem information may also be directly sent to the target application after the service system specifically collects the problem information and determines the specific target application, the target application determines the service policy corresponding to the specific problem, including the service channel, the service content, and the like, and then returns the service policy to the service system, and the service system sends the service content through the service channel.

Specifically, referring to fig. 4, the third embodiment provides a method for providing service information from the perspective of a service system, where the method specifically includes:

s401: collecting problem information fed back by a user through an information issuing system;

s402: determining a target application identifier corresponding to the problem information;

s403: sending the problem information to the target application according to the target application identifier;

s404: receiving a service channel and service content provided by the target application and aiming at the problem information;

s405: and sending the service content through the service channel.

Example four

The fourth embodiment corresponds to the third embodiment, and from the perspective of a target application, a method for providing service information is provided, and referring to fig. 5, the method may specifically include:

s501: receiving problem information sent by a service system, wherein the problem information is problem information fed back by a user through an information issuing system;

s502: determining a service channel and service content aiming at the problem information;

s503: and returning the information of the service channel and the service content to the service system so that the service system can send the service content through the service channel.

For the parts of the second to fourth embodiments that are not described in detail, reference may be made to the description of the first embodiment, which is not repeated herein.

Corresponding to the method provided by the first embodiment, an embodiment of the present application further provides a device for providing service information, where the device is applied to a service system, and specifically, referring to fig. 6, the device may specifically include:

the problem information collecting unit 601 is used for collecting problem information fed back by a user through the information issuing system;

a target application identifier determining unit 602, configured to determine a target application identifier corresponding to the problem information;

an interface calling unit 603, configured to determine a service channel and service content for the problem information by calling an interface implemented in the target application;

a service content sending unit 604, configured to send the service content through the service channel.

In a specific implementation, the target application identifier determining unit may specifically be configured to:

and calling a first interface which is realized in a plurality of applications and used for information matching, and determining a target application identifier corresponding to the problem information.

The first interface implemented in the application includes an application identifier used for information matching, or keyword information, so as to determine an identifier of a target application corresponding to the question information according to the application identifier included in the question information, or the keyword information.

In addition, the interface implemented in the application includes: a second interface for analyzing the cause of the problem and a third interface for providing a service policy;

at this time, the specific interface calling unit may be specifically configured to:

the second interface calling subunit is used for calling the second interface according to the identifier of the target application corresponding to the problem information and the user information of the feedback person so as to obtain the reason information of the problem;

and the third interface calling subunit is configured to call the third interface implemented in the target application according to the reason information, so as to obtain a service channel and service content, which are returned by the target application and are directed to the problem information.

After the second interface is called, the target application analyzes the behavior log information of the feedback user in the target application, determines the reason of the problem and returns the reason.

The third interface calling subunit may specifically include:

the clustering subunit is used for clustering a plurality of problems corresponding to the same target application identifier according to the obtained reason information;

and the calling subunit is used for calling the third interface realized in the target application according to the clustering result to obtain a service channel and service content aiming at the problems of the corresponding category.

The interface implemented in the application further comprises a fourth interface for predicting the scope of influence of the problem;

at this time, the apparatus may further include:

an influence range information determining unit, configured to call the fourth interface implemented in the target application according to the clustering result, to obtain influence range information of the problem, where the influence range information includes users who may encounter the same problem but have not yet performed problem feedback;

and the service content providing unit is used for providing the service content to the client associated with the user within the influence range through the service channel.

Wherein the plurality of applications are located in the same deployment environment;

the device further comprises:

an identification information obtaining unit, configured to obtain identification information of the plurality of applications in the deployment environment, so as to call an interface implemented in the applications through a Remote Procedure Call (RPC) protocol.

Wherein, the information issuing system includes: a customer service system deployed within the application.

Or, the information distribution system includes: and the third-party information publishing system has an association relation with the application.

Corresponding to the second embodiment, an embodiment of the present application further provides a device for providing service information, and referring to fig. 7, the device may specifically include:

a call request receiving unit 701, configured to receive an interface call request of a service system, where the call request carries problem information fed back by a user through an information distribution system;

a service policy information determining unit 702, configured to determine a service channel and service content for the problem information;

a service policy information returning unit 703, configured to return the information of the service channel and the service content to the service system, so that the service system sends the service content through the service channel.

Wherein the interface comprises a second interface for analyzing the reason of the problem and a third interface for providing an active service policy;

the call request receiving unit may specifically include:

a second interface call request receiving subunit, configured to receive a call request for the second interface, where the request also carries feedback user information of problem information;

the reason information returning subunit is used for determining the reason information of the problem according to the problem information and the feedback user information and returning the reason information to the service system;

and the third interface calling request receiving subunit is used for receiving a calling request aiming at the third interface so as to determine a service channel and service content aiming at the problem information.

The reason information returning subunit may be specifically configured to:

and determining the reason of the problem by analyzing the behavior log information of the feedback user in the target application.

In addition, the interface also comprises a fourth interface used for predicting the influence range of the problem;

the apparatus may further include:

a fourth interface call request receiving unit, configured to receive a call request for the fourth interface;

and the influence range information returning unit is used for obtaining the influence range information of the problem according to the problem information and the reason information and returning the influence range information, wherein the influence range information comprises users which may encounter the same problem but do not perform problem feedback.

Corresponding to the embodiment, the embodiment of the present application further provides an apparatus for providing service information, referring to fig. 8, including:

the problem collecting unit 801 is used for collecting problem information fed back by the user through the information issuing system;

a target application identifier determining unit 802, configured to determine a target application identifier corresponding to the problem information;

a problem information sending unit 803, configured to send the problem information to the target application according to the target application identifier;

a receiving unit 804, configured to receive a service channel and service content for the question information, which are provided by the target application;

a service content sending unit 805, configured to send the service content through the service channel.

Corresponding to the fourth embodiment, an embodiment of the present application further provides an apparatus for providing service information, with reference to fig. 9, including:

a problem information receiving unit 901, configured to receive problem information sent by a service system, where the problem information is problem information fed back by a user through an information distribution system;

an information determining unit 902, configured to determine a service channel and service content for the problem information;

an information returning unit 903, configured to return the information of the service channel and the service content to the service system, so that the service system sends the service content through the service channel.

In addition, an embodiment of the present application further provides an electronic device, including:

one or more processors; and

a memory associated with the one or more processors for storing program instructions that, when read and executed by the one or more processors, perform operations comprising:

and sending the service content through the service channel.

And another electronic device, comprising:

one or more processors; and

And another electronic device, comprising:

one or more processors; and

and sending the service content through the service channel.

And another electronic device, comprising:

one or more processors; and

Fig. 10 illustrates an architecture of an electronic device, which may specifically include a processor 1010, a video display adapter 1011, a disk drive 1012, an input/output interface 1013, a network interface 1014, and a memory 1020. The processor 1010, the video display adapter 1011, the disk drive 1012, the input/output interface 1013, and the network interface 1014, and the memory 1020 may be communicatively connected by a communication bus 1030.

The processor 1010 may be implemented by a general-purpose CPU (Central Processing Unit), a microprocessor, an Application Specific Integrated Circuit (ASIC), or one or more Integrated circuits, and is configured to execute related programs to implement the technical solution provided by the present Application.

The Memory 1020 may be implemented in the form of a ROM (Read Only Memory), a RAM (Random Access Memory), a static storage device, a dynamic storage device, or the like. The memory 1020 may store an operating system 1021 for controlling the operation of the electronic device 1000, a Basic Input Output System (BIOS) for controlling low-level operations of the electronic device 1000. In addition, a web browser 1023, a data storage management system 1026, and an active service processing system 1025, among others, may be stored. The active service processing system 1025 can be an application program that implements the operations of the foregoing steps in this embodiment of the present application. In summary, when the technical solution provided in the present application is implemented by software or firmware, the relevant program codes are stored in the memory 1020 and called for execution by the processor 1010.

The input/output interface 1013 is used for connecting an input/output module to realize information input and output. The i/o module may be configured as a component in a device (not shown) or may be external to the device to provide a corresponding function. The input devices may include a keyboard, a mouse, a touch screen, a microphone, various sensors, etc., and the output devices may include a display, a speaker, a vibrator, an indicator light, etc.

The network interface 1014 is used for connecting a communication module (not shown in the figure) to realize the communication interaction between the device and other devices. The communication module can realize communication in a wired mode (such as USB, network cable and the like) and also can realize communication in a wireless mode (such as mobile network, WIFI, Bluetooth and the like).

Bus 1030 includes a path that transfers information between various components of the device, such as processor 1010, video display adapter 1011, disk drive 1012, input/output interface 1013, network interface 1014, and memory 1020.

In addition, the electronic device 1000 may also obtain information of specific obtaining conditions from the virtual resource object obtaining condition information database 1041, so as to perform condition judgment, and the like.

It should be noted that although the above devices only show the processor 1010, the video display adapter 1011, the disk drive 1012, the input/output interface 1013, the network interface 1014, the memory 1020, the bus 1030, etc., in a specific implementation, the device may also include other components necessary for normal operation. Furthermore, it will be understood by those skilled in the art that the apparatus described above may also include only the components necessary to implement the solution of the present application, and not necessarily all of the components shown in the figures.

From the above description of the embodiments, it is clear to those skilled in the art that the present application can be implemented by software plus necessary general hardware platform. Based on such understanding, the technical solutions of the present application may be essentially or partially implemented in the form of a software product, which may be stored in a storage medium, such as a ROM/RAM, a magnetic disk, an optical disk, etc., and includes several instructions for enabling a computer device (which may be a personal computer, a server, or a network device, etc.) 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 system or system embodiments are substantially similar to the method embodiments and therefore are described in a relatively simple manner, and reference may be made to some of the descriptions of the method embodiments for related points. The above-described system and system embodiments are only illustrative, wherein the units described as separate parts may or may not be physically separate, and the parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the solution of the present embodiment. One of ordinary skill in the art can understand and implement it without inventive effort.

The method and apparatus for providing service information provided by the present application are introduced in detail, and a specific example is applied in the present application to explain the principle and the implementation of the present application, and the description of the above embodiment is only used to help understand the method and the core idea of the present application; meanwhile, for a person skilled in the art, according to the idea of the present application, the specific embodiments and the application range may be changed. In view of the above, the description should not be taken as limiting the application.

Claims

1. A method for providing service information, comprising:

and sending the service content through the service channel.

2. The method of claim 1,

the determining the target application identifier corresponding to the problem information includes:

3. The method of claim 2,

the first interface implemented in the application includes an application identifier used for performing information matching, or keyword information, so as to determine an identifier of a target application corresponding to the question information according to the application identifier included in the question information, or the keyword information.

4. The method of claim 2,

the interface implemented in the application comprises: a second interface for analyzing the cause of the problem and a third interface for providing a service policy;

the determining a service channel and service content for the question information by invoking an interface implemented in the target application includes:

calling the second interface according to the identification of the target application corresponding to the problem information and the user information of the feedback person to obtain the reason information of the problem;

and calling the third interface realized in the target application according to the reason information to obtain a service channel and service content which are returned by the target application and aim at the problem information.

5. The method of claim 4,

6. The method of claim 4,

the invoking the third interface implemented in the target application according to the reason information includes:

clustering a plurality of problems corresponding to the same target application identifier according to the obtained reason information;

and calling the third interface realized in the target application according to the clustering result to obtain a service channel and service content aiming at the problems of the corresponding category.

7. The method of claim 6,

the method further comprises the following steps:

calling the fourth interface realized in the target application according to the clustering result to obtain the influence range information of the problem, wherein the influence range information comprises users which may encounter the same problem but do not perform problem feedback;

and providing the service content to the client associated with the user in the influence range through the service channel.

8. The method according to any one of claims 1 to 7,

the plurality of applications are located in the same deployment environment;

the method further comprises the following steps:

obtaining identification information of the plurality of applications in the deployment environment for calling an interface implemented in the applications by a Remote Procedure Call (RPC) protocol.

9. The method according to any one of claims 1 to 7,

the information distribution system includes: a customer service system deployed within the application.

10. The method according to any one of claims 1 to 7,

the information distribution system includes: and the third-party information publishing system has an association relation with the application.

11. A method for providing service information, comprising:

12. The method of claim 11,

the interfaces comprise a second interface used for analyzing the reason of the problem and a third interface used for providing an active service strategy;

the receiving of the interface call request of the service system includes:

receiving a calling request for the second interface, wherein the request also carries feedback user information of problem information;

determining reason information for generating the problems according to the problem information and the user information of the feedback persons, and returning the reason information to the service system;

receiving a call request aiming at the third interface so as to determine a service channel and service content aiming at the problem information.

13. The method of claim 12,

the determining the reason information of the problem according to the problem information and the feedback user information comprises:

14. The method of claim 12,

the interface also comprises a fourth interface used for predicting the influence range of the problem;

the method further comprises the following steps:

receiving a call request for the fourth interface;

and obtaining and returning the influence range information of the problem according to the problem information and the reason information, wherein the influence range information comprises users which may encounter the same problem but do not perform problem feedback.

15. A method for providing service information, comprising:

and sending the service content through the service channel.

16. A method for providing service information, comprising:

17. An apparatus for providing service information, comprising:

18. An apparatus for providing service information, comprising:

19. An apparatus for providing service information, comprising:

20. An apparatus for providing service information, comprising:

21. An electronic device, comprising:

one or more processors; and

and sending the service content through the service channel.

22. The electronic device of claim 21,

the program instructions are also for performing the method of any one of claims 2 to 10.

23. An electronic device, comprising:

one or more processors; and

24. The electronic device of claim 23,

the program instructions are also for performing the method of any one of claims 12 to 14.

25. An electronic device, comprising:

one or more processors; and

and sending the service content through the service channel.

26. An electronic device, comprising:

one or more processors; and