CN112153226A

CN112153226A - Customer service virtualization unified access system, method and device and electronic equipment

Info

Publication number: CN112153226A
Application number: CN202011030188.6A
Authority: CN
Inventors: 罗贤桂; 郭敏鸿; 范会善; 王炼; 炊向军; 董劲麟
Original assignee: China Construction Bank Corp
Current assignee: China Construction Bank Corp
Priority date: 2020-09-27
Filing date: 2020-09-27
Publication date: 2020-12-29

Abstract

The embodiment of the specification provides a customer service virtualization unified access system, a customer service virtualization unified access method, a customer service virtualization unified access device and electronic equipment. The system comprises: the first access server is used for receiving a login request sent by at least one first client, locking the agent resource in the resource pool for the login request, and logging in the first client corresponding to the login request with the agent resource locked to the contact center platform; the second access server is used for receiving session requests sent by a plurality of second clients of different types, allocating session resources for the session requests and logging the second clients corresponding to the session requests allocated with the session resources to the contact center platform; and the contact center platform is used for establishing session connection for the second logged-in client and the first logged-in client so that the first client and the second client can conveniently carry out session through the session connection, thereby realizing uniform access of clients in different channels and reducing customer service cost.

Description

Customer service virtualization unified access system, method and device and electronic equipment

Technical Field

The embodiment of the specification relates to the technical field of computers, in particular to a customer service virtualization unified access system, a customer service virtualization unified access method, a customer service virtualization unified access device and electronic equipment.

Background

With the innovation of data access technology, users can request and interact data and information through various ways and channels. The online customer service system is an online business support system which takes an Internet application client or a website as a medium and provides instant messaging service for visitors and enterprise customer service staff from the Internet. With the importance of customer service quality, mobile communication enterprises are generally provided with full-time customer service departments and customer service personnel, traditional telecommunication enterprise customer service systems generally only support IVR voice self-service and artificial voice service, and with the rapid development of internet technology, the communication mode between people is changed from the traditional mode of carrying out manual or self-service voice service inquiry, service consultation and service acceptance through a telephone dialing mode to the current mode of logging in a website or a mobile terminal mobile phone APP application client and carrying out text voice communication through a client or a webpage.

In the existing customer service request access mode, a user can send a user request to a customer service system through various channels including a palm mobile user terminal, a WeChat terminal, a webpage terminal and a traditional communication terminal. A common processing method is to establish a plurality of corresponding customer service channels for a specific customer service platform to process customer service data information requests sent by the corresponding channels. That is, the user service requests from different channels and different user access interfaces can only be recognized by the background server corresponding to the channel.

However, in the actual data interaction process, the usage amount and the usage frequency of different customer service platforms are correspondingly different, and then the busy degree and the response speed of the corresponding customer service system are correspondingly different, for example, as the intelligent terminal is popularized, the user more adopts a mobile user terminal such as an app service user terminal or a micro communication user terminal to make a customer service data access request, and the data access request of the traditional web page access or fixed line access is significantly reduced compared with the mobile user terminal, so on one hand, the response speed of the customer service system corresponding to the mobile user terminal is influenced to a greater extent due to frequent and large amount of accesses, and is often in a busy access waiting state, the user request is hung up in a large amount, and the user experience is low; on the other hand, the customer service resources for the traditional webpage access and the fixed telephone access are less in access amount, so that a large number of customer services are idle, and the waste of the customer service resources is caused.

In the prior art, in order to ensure the response speed and quality of customer service data requests, establishing a plurality of corresponding customer service channels means that more manpower and material resources are consumed, and the customer service cost is obviously increased naturally.

Disclosure of Invention

The embodiment of the specification aims to provide a start-stop control method, a management method and a device of a functional transaction channel, so as to realize unified access of clients in different channels and reduce customer service cost.

To solve the above problem, an embodiment of the present specification provides a customer service virtualization unified access system, where the system includes: the system comprises a first access server, a second access server and a contact center platform, wherein the first access server is used for receiving a login request sent by at least one first client, locking an agent resource in a resource pool for the login request and logging in the first client corresponding to the login request locked with the agent resource to the contact center platform; the resource pool comprises a plurality of agent resources, and the number of the agent resources in the resource pool represents the service processing performance of the first access server; the second access server is used for receiving session requests sent by a plurality of second clients of different types, allocating session resources for the session requests, and logging in the second client corresponding to the session requests allocated with the session resources to the contact center platform; the channels for sending the session requests by the second clients of different types are different; and the contact center platform is used for establishing session connection for the second logged-in client and the first logged-in client so that the first client and the second client can conveniently carry out session through the session connection.

In order to solve the above problem, an embodiment of the present specification further provides a customer service virtualization unified access method, where the method includes: receiving a login request sent by at least one first client; the agent resources in the resource pool are locked for the login request, and a first client corresponding to the login request with the agent resources locked is logged in a contact center platform, so that the contact center platform establishes session connection for a second logged-in client and the first logged-in client; the resource pool comprises a plurality of agent resources, and the number of the agent resources in the resource pool represents the service processing performance of the first access server; the contact center platform is logged in a plurality of second clients of different types, and channels for sending the session requests by the second clients of different types are different.

In order to solve the above problem, an embodiment of the present specification further provides a customer service virtualization unified access apparatus, where the apparatus includes: the receiving module is used for receiving a login request sent by at least one first client; the locking module is used for locking the agent resources in the resource pool for the login request, and logging a first client corresponding to the login request with the agent resources locked in the contact center platform so as to establish session connection between a second logged-in client and the first logged-in client by the contact center platform; the resource pool comprises a plurality of agent resources, and the number of the agent resources in the resource pool represents the service processing performance of the first access server; the contact center platform is logged in a plurality of second clients of different types, and channels for sending the session requests by the second clients of different types are different.

In order to solve the above problem, an embodiment of the present specification further provides an electronic device, including: a memory for storing a computer program; a processor for executing the computer program to implement: receiving a login request sent by at least one first client; the agent resources in the resource pool are locked for the login request, and a first client corresponding to the login request with the agent resources locked is logged in a contact center platform, so that the contact center platform establishes session connection for a second logged-in client and the first logged-in client; the resource pool comprises a plurality of agent resources, and the number of the agent resources in the resource pool is the service processing performance of the first access server; the contact center platform is logged in a plurality of second clients of different types, and channels for sending the session requests by the second clients of different types are different.

To solve the above problem, embodiments of the present specification further provide a computer-readable storage medium having stored thereon computer instructions, which when executed, implement: receiving a login request sent by at least one first client; the agent resources in the resource pool are locked for the login request, and a first client corresponding to the login request with the agent resources locked is logged in a contact center platform, so that the contact center platform establishes session connection for a second logged-in client and the first logged-in client; the resource pool comprises a plurality of agent resources, and the number of the agent resources in the resource pool represents the service processing performance of the first access server; the contact center platform is logged in a plurality of second clients of different types, and channels for sending the session requests by the second clients of different types are different.

In order to solve the above problem, an embodiment of the present specification further provides a customer service virtualization unified access method, where the method includes: receiving session requests sent by a plurality of different types of second clients; allocating session resources for the session request, and logging a second client corresponding to the session request allocated with the session resources to a contact center platform so as to establish session connection between the logged second client and the logged first client by the contact center platform; the channels for sending the session requests by the second clients of different types are different; at least one first client is logged in the contact center platform; the at least one first client sends a login request to a first access server, so that the first access server locks the agent resource in the resource pool for the login request, and the first client corresponding to the login request with the agent resource locked logs in the contact center platform; the resource pool comprises a plurality of agent resources, and the number of the agent resources in the resource pool represents the service processing performance of the first access server.

In order to solve the above problem, an embodiment of the present specification further provides a customer service virtualization unified access apparatus, where the apparatus includes: the receiving module is used for receiving session requests sent by a plurality of second clients of different types; the distribution module is used for distributing session resources for the session request and logging a second client corresponding to the session request distributed with the session resources to the contact center platform so as to establish session connection between the logged second client and the logged first client by the contact center platform; the channels for sending the session requests by the second clients of different types are different; at least one first client is logged in the contact center platform; the at least one first client sends a login request to a first access server, so that the first access server locks the agent resource in the resource pool for the login request, and the first client corresponding to the login request with the agent resource locked logs in the contact center platform; the resource pool comprises a plurality of agent resources, and the number of the agent resources in the resource pool represents the service processing performance of the first access server.

In order to solve the above problem, an embodiment of the present specification further provides an electronic device, including: a memory for storing a computer program; a processor for executing the computer program to implement: receiving session requests sent by a plurality of different types of second clients; allocating session resources for the session request, and logging a second client corresponding to the session request allocated with the session resources to a contact center platform so as to establish session connection between the logged second client and the logged first client by the contact center platform; the channels for sending the session requests by the second clients of different types are different; at least one first client is logged in the contact center platform; the at least one first client sends a login request to a first access server, so that the first access server locks the agent resource in the resource pool for the login request, and the first client corresponding to the login request with the agent resource locked logs in the contact center platform; the resource pool comprises a plurality of agent resources, and the number of the agent resources in the resource pool represents the service processing performance of the first access server.

To solve the above problem, embodiments of the present specification further provide a computer-readable storage medium having stored thereon computer instructions, which when executed, implement: receiving session requests sent by a plurality of different types of second clients; allocating session resources for the session request, and logging a second client corresponding to the session request allocated with the session resources to a contact center platform so as to establish session connection between the logged second client and the logged first client by the contact center platform; the channels for sending the session requests by the second clients of different types are different; at least one first client is logged in the contact center platform; the at least one first client sends a login request to a first access server, so that the first access server locks the agent resource in the resource pool for the login request, and the first client corresponding to the login request with the agent resource locked logs in the contact center platform; the resource pool comprises a plurality of agent resources, and the number of the agent resources in the resource pool represents the service processing performance of the first access server.

As can be seen from the technical solutions provided by the embodiments of the present specification, the embodiments of the present specification may include a first access server, a second access server, and a contact center platform, where the first access server is configured to receive a login request sent by at least one first client, lock an agent resource in a resource pool for the login request, and log a first client corresponding to the login request with the agent resource locked in the contact center platform; the resource pool comprises a plurality of agent resources, and the number of the agent resources in the resource pool represents the service processing performance of the first access server; the second access server is used for receiving session requests sent by a plurality of second clients of different types, allocating session resources for the session requests, and logging in the second client corresponding to the session requests allocated with the session resources to the contact center platform; the channels for sending the session requests by the second clients of different types are different; and the contact center platform is used for establishing session connection for the second logged-in client and the first logged-in client so that the first client and the second client can conveniently carry out session through the session connection. The system provided by the embodiment of the specification can comprehensively process the difference of the customers in each channel, uniformly access and uniformly distribute to each customer service staff in the resource pool, so that the customer service staff is prevented from providing services for the customers in different channels and account number switching is required, and the customer service cost is reduced.

Drawings

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

FIG. 1 is a block diagram illustrating a unified access system for customer service virtualization according to an embodiment of the present disclosure;

fig. 2 is a flowchart of a unified access method for customer service virtualization according to an embodiment of the present disclosure;

fig. 3 is a flowchart of a unified access method for customer service virtualization according to an embodiment of the present disclosure;

fig. 4 is a flowchart of a unified access method for customer service virtualization according to an embodiment of the present disclosure;

fig. 5 is a functional structure diagram of a customer service virtualization unified access device according to an embodiment of the present disclosure;

fig. 6 is a functional structure diagram of an electronic device according to an embodiment of the present disclosure;

fig. 7 is a functional structure diagram of a customer service virtualization unified access device according to an embodiment of the present disclosure.

Detailed Description

The technical solutions in the embodiments of the present disclosure will be clearly and completely described below with reference to the drawings in the embodiments of the present disclosure, and it is obvious that the described embodiments are only a part of the embodiments of the present disclosure, and not all of the embodiments. All other embodiments obtained by a person of ordinary skill in the art based on the embodiments in the present specification without any creative effort shall fall within the protection scope of the present specification.

With the importance of customer service quality, mobile communication enterprises are generally provided with full-time customer service departments and customer service personnel, traditional telecommunication enterprise customer service systems generally only support IVR voice self-service and artificial voice service, and with the rapid development of internet technology, the communication mode between people is changed from the traditional mode of carrying out manual or self-service voice service inquiry, service consultation and service acceptance through a telephone dialing mode to the current mode of logging in a website or a mobile terminal mobile phone APP application client and carrying out text voice communication through a client or a webpage.

In the existing customer service request access mode, a user can send a user request to a customer service system through various channels including a palm mobile user terminal, a WeChat terminal, a webpage terminal and a traditional communication terminal. For example, for a Chinese construction bank, customers who send user requests to the customer service system using different channels, such as mobile banking customers, website customers, internet banking customers, financial customers, wechat customers, and the like, may be included. The mobile phone bank client is a client using an intelligent assistant in an APP (application) of a mobile phone bank of a China construction bank; the website clients refer to clients for consulting business problems in a special customer service area in the official website www.ccb.com of the Chinese construction bank; the online bank client refers to a client who uses online customer service consultation service problems for public online bank by people of China construction banks; the melting client is a client who uses an online customer service consultation service problem through a China construction bank e-commerce platform; the wechat client refers to a client for consulting business problems through a wechat public number of a building bank or a building bank in China.

The existing processing method for sending user requests to a customer service system through a plurality of different channels aiming at users is to respectively establish a plurality of corresponding customer service channels aiming at a specific customer service platform so as to process customer service data information requests sent by the corresponding channels. That is, the user service requests from different channels and different user access interfaces can only be recognized by the background server corresponding to the channel. Therefore, the customer service staff can provide services for customers in different channels by switching account numbers, and the operation is complex. Because each customer service staff needs professional configuration, the system load is large, and the resource waste is large.

The method comprises the steps that if customer service personnel can log in a contact center platform through an access entrance and then adjust the contact center platform to be in a ready state, a customer can initiate a call through each channel, a customer server uniformly receives the call of the customer through different channels and initiates a call customer service to the contact center platform, the contact center platform establishes connection between the customer and the customer service, and the customer service realize real-time interaction, so that the customer service is accessed into a uniform customer service resource pool to be managed, the condition that the customer service personnel provide service for customers in different channels needs to switch account numbers is avoided, and customer service cost is reduced. Therefore, the embodiment of the specification provides a customer service virtualization unified access system.

Referring to fig. 1, an embodiment of the present disclosure provides a customer service virtualization unified access system. The system may include a first access server 110, a second access server 120, and a contact center platform 130.

In some embodiments, the first access server 110 may be configured to receive a login request sent by at least one first client, lock an agent resource in a resource pool for the login request, and log in the first client corresponding to the login request with the agent resource locked to the contact center platform 130; the resource pool comprises a plurality of agent resources, and the number of the agent resources in the resource pool represents the service processing performance of the first access server.

In some embodiments, the first access server 110 does not specifically limit the number of servers. The first access server 110 may be one server, several servers, or a server cluster formed by several servers.

In some embodiments, the first access server 110 may be a customer service access server of a customer service system. In this way, the first client may directly communicate with the first access server 110 through the network, and send a login request to the first access server 110, so that the first access server 110 may lock the agent resource in the resource pool for the login request, and log in the first client corresponding to the login request with the agent resource locked to the contact center platform 130.

In some embodiments, the first client may be an electronic device with display, computing, and network access capabilities. Specifically, for example, the first client may be a desktop computer, a tablet computer, a notebook computer, a smart phone, a digital assistant, a smart wearable device, or a television with a network access function. Alternatively, the first client may be software capable of running in the electronic device.

Specifically, for example, the first client may be a client used by a customer service person. The customer service person may log in through the first client, for example, may enter an account and a password in the first client to log in, and the first client generates a login request based on the input information of the customer service person and sends the login request to the first access server 110. The first access service 110 may include a resource pool, and the resource pool may include a plurality of agent resources, where the number of agent resources in the resource pool represents the service processing performance of the first access server 110. The agent resource is an important resource of the first access server 110, and may determine the service processing performance of the first access server 110, and the first access server 110 needs to allocate a considerable amount of processing resources of CPU and memory for the plurality of login requests, which are the agent resources of the first access server 110. The number of the agent resources may be obtained based on the service processing performance of the first access server 110, and for a server with high service processing performance, more agent resources may be divided.

In some embodiments, the first access service 110 may lock one agent resource in a resource pool for each login request received until the agent resources in the resource pool are exhausted. The first access service 110 may log a first client corresponding to the login request with the agent resource locked into the contact center platform 130. The customer service staff corresponding to the first client logged in to the contact center platform 130 is in a ready state, and the customer service staff in the ready state can communicate with the user when the user calls the customer service.

In some embodiments, if there are multiple customer service personnel sending login requests through the first client, the first access server 110 may receive multiple login requests. In this case, the first access server 110 may record the receiving time of each login request, and lock the agent resource in the resource pool for each login request according to the sequence of the receiving time of each login request until the agent resource in the resource pool is exhausted.

In some embodiments, the second access server 120 may be configured to receive session requests sent by a plurality of different types of second clients, allocate session resources to the session requests, and log in the second client corresponding to the session request allocated with session resources to the contact center platform 130; and different channels for sending the session requests by the second clients of different types are different.

In some embodiments, the second access server 120 does not specifically limit the number of servers. The second access server 120 may be one server, several servers, or a server cluster formed by several servers.

In some embodiments, the second access server 120 may be a client access server of a customer service system. In this way, the second client may directly communicate with the second access server 120 through the network, and send a session request to the second access server 120, so that the second access server 120 may allocate session resources to the session request, and log in the second client corresponding to the session request to which the session resources are allocated to the contact center platform 130.

In some embodiments, the second client may be an electronic device with display, computing, and network access capabilities. Specifically, for example, the second client may be a desktop computer, a tablet computer, a notebook computer, a smart phone, a digital assistant, a smart wearable device, or a television with a network access function. Alternatively, the second client may be software capable of running in the electronic device.

In some embodiments, the channels through which the session requests are sent by the different types of second clients are different. Specifically, the channel may include a website, an app, a wechat public number, and the like. For example, for a customer service system of a bank, the channels may include various channels such as a mobile banking app, an internet banking website, an e-commerce, a wechat public account, and the like.

In some embodiments, the client may send a session request to the second access server 120 through a different channel. For example, for different situations, a client may send a session request to the second access server 120 through different channels, and the same client may send a session request to the second access server 120 using channels such as app, website, wechat public number, and the like; different clients may send session requests to the second access server 120 using the same channel or different channels. For example, the client a may send a session request to the second access server 120 through any one of a channel of app, a website, and a wechat public number, and the client B also sends a session request to the second access server 120 through any one of a channel of app, a website, and a wechat public number. The second access server 120 may accept session requests from clients through different channels. Since the load capacity of the second access server 120 is limited, the second access server 120 may allocate session resources to the received session request, and log a second client corresponding to the session request allocated with the session resources on the contact center platform 130.

In some embodiments, for a plurality of received session requests, the second access server 120 may record the time of receipt of each session request; allocating session resources to each session request according to the receiving time sequence of each session request until the session resources in the second access server 120 are exhausted. The second access server 120 may log in a second client corresponding to the session request allocated with the session resource to the contact center platform 130, so as to enable the client to call the customer service uniformly through the contact center platform 130.

In some embodiments, the contact center platform 130 may be configured to establish a session connection for the logged-in second client and the logged-in first client, such that the first client and the second client conduct a session over the session connection.

In some embodiments, the contact center platform 130 may be a basic platform, and may implement the function of the customer interacting with self-service voice or customer service personnel through the channels of traditional telephone, network multimedia, and the like.

In some embodiments, the contact center platform 130 may communicate with the first access server 110 and the second access server 120 over a network to log a first client and a second client onto the contact center platform 130. For a first client and a second client logged into the contact center platform 130, the contact center platform 130 may establish a session connection for the first client and the second client, so that the first client and the second client can perform a session through the session connection. Specifically, after the first client and the second client establish a session connection, the customer service may send a message to the second client through the first client, where the message is sent from the first client to the first access server 110, the first access server 110 transfers the message to the contact center platform 130, the contact center platform 130 transfers the message to the second access server 120, and the second access server 120 transfers the message to the second client. Similarly, a client may also send a message to the first client through a second client, where the message is sent to the second access server 120 through the second client, and then the second access server 120 transfers the message to the contact center platform 130, and then the contact center platform 130 forwards the message to the first access server 110, and the first access server 110 transmits the message to the first client.

In some embodiments, if there is one first client logged into the contact center platform 130, a second client logged into the contact center platform 130 first may establish a session connection with the first client. If there are a plurality of first clients logged in the contact center platform 130, one first client may be allocated to each second client and session connection may be established according to the time sequence of the second clients logged in the contact center platform 130. Specifically, after the session connection between the first client and the second client is established, the contact center platform 130 may establish a session identifier for the first client that establishes the session connection, where the session identifier indicates that the session connection has been established by the first client, so that when the first client is subsequently allocated to the second client that does not establish the session connection, whether the first client can be allocated to the second client that does not establish the session connection can be determined according to whether the session identifier exists in the first client. Specifically, the contact center platform 130 may select a first client that does not include a session identifier to establish a session connection with a second client that is logged in.

In some embodiments, since the same client may initiate multiple session requests at different times, for example, after a customer service communication, the client may exit the session connection with the customer service, assuming the problem has been resolved. Then a new problem appears after some time, and the new problem depends on the previous one. Or other conditions may occur such that the client needs to initiate multiple session requests at different times. Because the first client side which establishes session connection with the second client side is randomly distributed, the customer service which carries out session with the same client side at different time intervals is possibly different, the subsequent customer service which carries out session with the client side does not know the session content of the customer service between the client side and the client side, and the client side needs to talk all the previous reasons, so that the response efficiency and quality of the customer service are influenced, and the experience of the client side is not good. Therefore, the session request sent by the second client may further include a user identifier, where the user identifier may be a unique identifier for identifying the identity of the client, so that even if the client sends the session request through the second client of a different type or through the second client of a different type in a different time period, the identity of the client can be identified according to the user identifier.

In some embodiments, the contact center platform 130 may be further configured to store session records of the first client and the second client in association with a user identification corresponding to the second client in a database. Specifically, for a second client logged in the contact center platform 130, the contact center platform 130 may obtain a user identifier corresponding to the second client, and further identify the identity of the client. The contact center platform 130 may store a record of the customer's session with the customer service and the user identification association in a database. Specifically, the session record and the user identifier may be stored in a data table in an associated manner, one column in the data table stores the user identifier, the other column stores the session record, and the user identifier and the session record having an associated relationship are in the same row. Alternatively, the user identification may be stored in association with an index of session records. A specific example is that a session record set is stored in advance in the database, a number is formulated for each session record in the session record set, the number is an index of the corresponding session record, and the corresponding session record can be uniquely determined by the index. The session record associated with the user identifier can be uniquely determined by storing the user identifier in association with the index of the session record, and of course, the way of storing the user identifier in association with the session record is not limited to the above example, and other modifications may be made by those skilled in the art within the spirit of the embodiments of the present disclosure, but as long as the functions and effects achieved by the embodiments of the present disclosure are the same as or similar to those achieved by the embodiments of the present disclosure, the embodiments of the present disclosure should be covered within the scope of the embodiments of the present disclosure.

In some embodiments, the contact center platform 130 may be further configured to, after a session connection is established between the logged-in second client and the logged-in first client, search a session record associated with the user identifier from the database according to the user identifier corresponding to the logged-in second client, and provide the session record to the first client and the second client, so that a customer service staff may view a question of a customer consultation before and a situation of a customer service answer before, thereby improving customer service response efficiency and quality, and improving customer experience.

In some embodiments, after the first client establishes the session connection with the second client, the client does not respond for a long time during the session with the customer service, after the customer service answers the question, if the session connection between the first client and the second client is maintained, a large amount of resources may be occupied, and in the case of a large number of clients needing the session with the customer service, the client not establishing the session connection with the client may wait for a large amount of time. Therefore, in order to avoid the waste of resources, the first access server 110 may be further configured to, after a session connection is established between a first client and a second client, send a logout request to the contact center platform when the first client does not receive a message sent by the second client within a preset time, so as to disconnect the session connection between the first client and the second client, and log out the first client from the contact center platform; and after the first client logs out from the contact center platform, releasing the agent resource locked by the login request corresponding to the first client. The preset time may be 3 minutes, 5 minutes, 10 minutes, or the like, and of course, the preset time may also be other values, which is not limited in the embodiments of the present specification.

Please refer to fig. 2. The embodiment of the description also provides a customer service virtualization unified access method. The method may include the following steps.

S201: the first access server receives a login request sent by at least one first client.

Specifically, for example, the first client may be a client used by a customer service person. The customer service staff can log in through the first client, for example, an account and a password can be input into the first client for logging in, and the first client generates a login request based on input information of the customer service staff and sends the login request to the first access server.

In some embodiments, if a plurality of customer service staff members send login requests through the first client, the first access server may receive a plurality of login requests. In this case, the first access server may also record the time of receipt of each login request.

S202: and the first access server locks the agent resources in the resource pool for the login request, and logs a first client corresponding to the login request with the agent resources locked in a contact center platform.

In some embodiments, the first access service may include a resource pool, a plurality of agent resources may be included in the resource pool, and the number of agent resources in the resource pool characterizes the traffic processing performance of the first access server. The first access service may lock one agent resource in a resource pool for each login request received until the agent resources in the resource pool are exhausted. The first access service can log a first client corresponding to the login request with the agent resource locked in on the contact center platform. The customer service staff corresponding to the first client logged in to the contact center platform is in a ready state, and the customer service staff in the ready state can communicate with the user when the user calls the customer service.

In some embodiments, if a plurality of customer service staff members send login requests through the first client, the first access server may receive a plurality of login requests. In this case, the first access server may record the receiving time of each login request, and lock the agent resource in the resource pool for each login request according to the sequence of the receiving time of each login request until the agent resource in the resource pool is exhausted.

S203: the second access server receives session requests from a plurality of second clients of different types.

In some embodiments, the second access server may be a client access server of a customer service system. In this way, the second client may communicate with the second access server directly through the network, and send the session request to the second access server, and the second access server receives the session request sent by the second client.

In some embodiments, the client may send the session request to the second access server through a different channel. For example, for different situations, a client may send a session request to the second access server through different channels, and the same client may send a session request to the second access server using channels such as app, a website, a wechat public number, and the like; different clients may send session requests to the second access server using the same channel or different channels. For example, the client a may send a session request to the second access server 120 through any one of a channel of app, a website, and a wechat public number, and the client B also sends a session request to the second access server 120 through any one of a channel of app, a website, and a wechat public number. The second access server can accept session requests sent by clients through different channels.

S204: and the second access server allocates session resources for the session request, and logs a second client corresponding to the session request allocated with the session resources on the contact center platform.

In some embodiments, since the load capacity of the second access server is limited, the second access server may allocate session resources to the received session request, and log a second client corresponding to the session request allocated with the session resources to the contact center platform.

In some embodiments, for a plurality of received session requests, the second access server may record the time of receipt of each session request; and allocating session resources to each session request according to the sequence of the receiving time of each session request until the session resources in the second access server are exhausted. The second access server can log in a second client corresponding to the session request distributed with the session resources to the contact center platform, so that the clients can call customer service uniformly through the contact center platform.

S205: and the contact center platform establishes session connection for the second logged-in client and the first logged-in client so that the first client and the second client can conveniently carry out session through the session connection.

In some embodiments, the contact center platform may be a basic platform, and may implement a function of a customer to interactively contact with self-service voice or customer service personnel through a traditional telephone, network multimedia, and the like.

In some embodiments, the contact center platform may communicate with the first access server and the second access server over a network to log the first client and the second client onto the contact center platform. For a first client and a second client logged into the contact center platform, the contact center platform may establish a session connection for the first client and the second client, so that the first client and the second client perform a session through the session connection. Specifically, after the first client and the second client establish session connection, the customer service may send a message to the second client through the first client, where the message is sent from the first client to the first access server, the first access server transfers the message to the contact center platform, the contact center platform transfers the message to the second access server, and the second access server transfers the message to the second client. Similarly, a client can also send a message to the first client through a second client, the message is sent to the second access server through the second client, the second access server transfers the message to the contact center platform, the contact center platform transfers the message to the first access server, and the first access server transfers the message to the first client.

In some embodiments, if there is one first client logged on to the contact center platform, a second client logged on to the contact center platform first may establish a session connection with the first client. If a plurality of first clients are logged in the contact center platform, one first client can be allocated to each second client according to the time sequence of the second clients logged in the contact center platform, and session connection is established. Specifically, after the session connection between the first client and the second client is established, the contact center platform may establish a session identifier for the first client that establishes the session connection, where the session identifier indicates that the session connection has been established by the first client, so that when the first client is subsequently allocated to the second client that does not establish the session connection, whether the first client may be allocated to the second client that does not establish the session connection may be determined according to whether the session identifier exists in the first client. Specifically, the contact center platform 130 may select a first client that does not include a session identifier to establish a session connection with a second client that is logged in.

In some embodiments, the contact center platform may further store session records of the first client and the second client in association with a user identification corresponding to the second client in a database. Specifically, for a second client logged in the contact center platform, the contact center platform can obtain a user identifier corresponding to the second client, and then identify the identity of the client. The contact center platform may store a record of the customer's session with the customer service in association with the user identification in a database. Specifically, the session record and the user identifier may be stored in a data table in an associated manner, one column in the data table stores the user identifier, the other column stores the session record, and the user identifier and the session record having an associated relationship are in the same row. Alternatively, the user identification may be stored in association with an index of session records. A specific example is that a session record set is stored in advance in the database, a number is formulated for each session record in the session record set, the number is an index of the corresponding session record, and the corresponding session record can be uniquely determined by the index. The session record associated with the user identifier can be uniquely determined by storing the user identifier in association with the index of the session record, and of course, the way of storing the user identifier in association with the session record is not limited to the above example, and other modifications may be made by those skilled in the art within the spirit of the embodiments of the present disclosure, but as long as the functions and effects achieved by the embodiments of the present disclosure are the same as or similar to those achieved by the embodiments of the present disclosure, the embodiments of the present disclosure should be covered within the scope of the embodiments of the present disclosure.

In some embodiments, after establishing a session connection between the second logged-in client and the first logged-in client, the contact center platform may further search a session record associated with the user identifier from the database according to the user identifier corresponding to the second logged-in client, and provide the session record to the first client and the second client, so that a customer service staff may check a question consulted by the client before and a previous customer service answer, thereby improving customer service response efficiency and quality, and improving customer experience.

In some embodiments, after the first client establishes the session connection with the second client, the client does not respond for a long time during the session with the customer service, after the customer service answers the question, if the session connection between the first client and the second client is maintained, a large amount of resources may be occupied, and in the case of a large number of clients needing the session with the customer service, the client not establishing the session connection with the client may wait for a large amount of time. Therefore, in order to avoid the waste of resources, the first access server may further send a logout request to the contact center platform when the first client does not receive the message sent by the second client within a preset time after the session connection is established between the first client and the second client, so as to disconnect the session connection between the first client and the second client, and enable the first client to log out from the contact center platform; and after the first client logs out from the contact center platform, releasing the agent resource locked by the login request corresponding to the first client. The preset time may be 3 minutes, 5 minutes, 10 minutes, or the like, and of course, the preset time may also be other values, which is not limited in the embodiments of the present specification.

As can be seen from the technical solutions provided by the embodiments of the present specification, the embodiments of the present specification may include a first access server, a second access server, and a contact center platform, where the first access server is configured to receive a login request sent by at least one first client, lock an agent resource in a resource pool for the login request, and log a first client corresponding to the login request with the agent resource locked in the contact center platform; the resource pool comprises a plurality of agent resources, and the number of the agent resources in the resource pool represents the service processing performance of the first access server; the second access server is used for receiving session requests sent by a plurality of second clients of different types, allocating session resources for the session requests, and logging in the second client corresponding to the session requests allocated with the session resources to the contact center platform; the channels for sending the session requests by the second clients of different types are different; and the contact center platform is used for establishing session connection for the second logged-in client and the first logged-in client so that the first client and the second client can conveniently carry out session through the session connection. The method provided by the embodiment of the specification can comprehensively process the difference of the customers in each channel, uniformly access and uniformly distribute to each customer service staff in the resource pool, avoids the need of switching account numbers when the customer service staff provide services for the customers in different channels, and reduces the customer service cost.

Please refer to fig. 3. The embodiment of the description also provides a customer service virtualization unified access method, which is applied to the first access server. The method may include the following steps.

S310: and receiving a login request sent by at least one first client.

S320: the agent resources in the resource pool are locked for the login request, and a first client corresponding to the login request with the agent resources locked is logged in a contact center platform, so that the contact center platform establishes session connection for a second logged-in client and the first logged-in client; the resource pool comprises a plurality of agent resources, and the number of the agent resources in the resource pool represents the service processing performance of the first access server; the contact center platform is logged in a plurality of second clients of different types, and channels for sending the session requests by the second clients of different types are different.

In some embodiments, in the case that the login request is multiple, the locking the agent resource in the resource pool for the login request includes: recording the receiving time of each login request; and locking the agent resources in the resource pool for each login request according to the sequence of the receiving time of each login request.

In some embodiments, the method further comprises: after a first client side establishes session connection with a second client side, sending a logout request to a contact center platform under the condition that the first client side does not receive a message sent by the second client side within a preset time, so that the session connection between the first client side and the second client side is disconnected, and the first client side is logged out from the contact center platform; and after the first client logs out from the contact center platform, releasing the agent resource locked by the login request corresponding to the first client.

As can be seen from the technical solutions provided in the embodiments of the present specification, a login request sent by at least one first client may be received; the agent resources in the resource pool are locked for the login request, and a first client corresponding to the login request with the agent resources locked is logged in a contact center platform, so that the contact center platform establishes session connection for a second logged-in client and the first logged-in client; the resource pool comprises a plurality of agent resources, and the number of the agent resources in the resource pool represents the service processing performance of the first access server; the contact center platform is logged in a plurality of second clients of different types, and channels for sending the session requests by the second clients of different types are different. The method provided by the embodiment of the specification can comprehensively process the difference of the customers in each channel, uniformly access and uniformly distribute to each customer service staff in the resource pool, avoids the need of switching account numbers when the customer service staff provide services for the customers in different channels, and reduces the customer service cost.

Please refer to fig. 4. The embodiment of the description also provides a customer service virtualization unified access method, which is applied to the second access server. The method may include the following steps.

S410: session requests from a plurality of different types of second clients are received.

S420: allocating session resources for the session request, and logging a second client corresponding to the session request allocated with the session resources to a contact center platform so as to establish session connection between the logged second client and the logged first client by the contact center platform; the channels for sending the session requests by the second clients of different types are different; at least one first client is logged in the contact center platform; the at least one first client sends a login request to a first access server, so that the first access server locks the agent resource in the resource pool for the login request, and the first client corresponding to the login request with the agent resource locked logs in the contact center platform; the resource pool comprises a plurality of agent resources, and the number of the agent resources in the resource pool represents the service processing performance of the first access server.

In some embodiments, the channels include at least two of: website, app, WeChat public number.

In some embodiments, said allocating session resources for said session request comprises: recording the receiving time of each session request; and allocating session resources for each session request according to the receiving time sequence of each session request.

As can be seen from the technical solutions provided in the embodiments of the present specification, session requests sent by a plurality of different types of second clients may be received; allocating session resources for the session request, and logging a second client corresponding to the session request allocated with the session resources to a contact center platform so as to establish session connection between the logged second client and the logged first client by the contact center platform; the channels for sending the session requests by the second clients of different types are different; at least one first client is logged in the contact center platform; the at least one first client sends a login request to a first access server, so that the first access server locks the agent resource in the resource pool for the login request, and the first client corresponding to the login request with the agent resource locked logs in the contact center platform; the resource pool comprises a plurality of agent resources, and the number of the agent resources in the resource pool represents the service processing performance of the first access server. The method provided by the embodiment of the specification can comprehensively process the difference of the customers in each channel, uniformly access and uniformly distribute to each customer service staff in the resource pool, avoids the need of switching account numbers when the customer service staff provide services for the customers in different channels, and reduces the customer service cost.

Fig. 5 is a functional structure diagram of a customer service virtualization unified access device according to an embodiment of the present disclosure, where the device may specifically include the following structural modules.

A receiving module 510, configured to receive a login request sent by at least one first client;

a locking module 520, configured to lock the agent resource in the resource pool for the login request, and log in the first client corresponding to the login request with the agent resource locked to the contact center platform, so that the contact center platform establishes a session connection for the second logged in client and the first logged in client; the resource pool comprises a plurality of agent resources, and the number of the agent resources in the resource pool represents the service processing performance of the first access server; the contact center platform is logged in a plurality of second clients of different types, and channels for sending the session requests by the second clients of different types are different.

Embodiments of the present specification further provide a computer-readable storage medium for a customer service virtualization unified access method, where the computer-readable storage medium stores computer program instructions, and when the computer program instructions are executed, the computer program instructions implement: receiving a login request sent by at least one first client; the agent resources in the resource pool are locked for the login request, and a first client corresponding to the login request with the agent resources locked is logged in a contact center platform, so that the contact center platform establishes session connection for a second logged-in client and the first logged-in client; the resource pool comprises a plurality of agent resources, and the number of the agent resources in the resource pool represents the service processing performance of the first access server; the contact center platform is logged in a plurality of second clients of different types, and channels for sending the session requests by the second clients of different types are different.

In the embodiments of the present specification, the storage medium includes, but is not limited to, a Random Access Memory (RAM), a Read-Only Memory (ROM), a Cache (Cache), a Hard Disk Drive (HDD), or a Memory Card (Memory Card). The memory may be used for storing the computer programs and/or modules, and the memory may mainly include a storage program area and a storage data area, wherein the storage program area may store an operating system, an application program required for at least one function, and the like; the storage data area may store data created according to the use of the user terminal, and the like. In addition, the memory may include high speed random access memory, and may also include non-volatile memory. In the embodiments of the present description, the functions and effects specifically realized by the program instructions stored in the computer-readable storage medium may be explained in contrast to other embodiments, and are not described herein again.

Fig. 6 is a functional structure diagram of an electronic device according to an embodiment of the present disclosure, where the electronic device may include a memory and a processor.

In some embodiments, the memory may be used to store the computer programs and/or modules, and the processor may implement the various functions of the customer service virtualized unified access method by running or executing the computer programs and/or modules stored in the memory, and invoking the data stored in the memory. The memory can mainly comprise a program storage area and a data storage area, wherein the program storage area can store an operating system and an application program required by at least one function; the storage data area may store data created according to the use of the user terminal. In addition, the memory may include high speed random access memory, and may also include non-volatile memory, such as a hard disk, a memory, a plug-in hard disk, a Smart Media Card (SMC), a Secure Digital (SD) Card, a Flash memory Card (Flash Card), at least one magnetic disk storage device, a Flash memory device, or other volatile solid state storage device.

The Processor may be a Central Processing Unit (CPU), other general purpose Processor, a Digital Signal Processor (DSP), an APPlication Specific Integrated Circuit (ASIC), a Field-Programmable Gate Array (FPGA) or other Programmable logic device, discrete Gate or transistor logic device, discrete hardware component, etc. A general purpose processor may be a microprocessor or the processor may be any conventional processor or the like. The processor may execute the computer instructions to perform the steps of: receiving a login request sent by at least one first client; the agent resources in the resource pool are locked for the login request, and a first client corresponding to the login request with the agent resources locked is logged in a contact center platform, so that the contact center platform establishes session connection for a second logged-in client and the first logged-in client; the resource pool comprises a plurality of agent resources, and the number of the agent resources in the resource pool represents the service processing performance of the first access server; the contact center platform is logged in a plurality of second clients of different types, and channels for sending the session requests by the second clients of different types are different.

In the embodiments of the present description, the functions and effects specifically realized by the electronic device may be explained in comparison with other embodiments, and are not described herein again.

Fig. 7 is a functional structure diagram of a customer service virtualization unified access device according to an embodiment of the present disclosure, where the device may specifically include the following structural modules.

A receiving module 710, configured to receive session requests sent by a plurality of different types of second clients;

the allocating module 720 is configured to allocate session resources to the session request, and log a second client corresponding to the session request to which the session resources are allocated on the contact center platform, so that the contact center platform establishes session connection for the logged second client and the logged first client; the channels for sending the session requests by the second clients of different types are different; at least one first client is logged in the contact center platform; the at least one first client sends a login request to a first access server, so that the first access server locks the agent resource in the resource pool for the login request, and the first client corresponding to the login request with the agent resource locked logs in the contact center platform; the resource pool comprises a plurality of agent resources, and the number of the agent resources in the resource pool represents the service processing performance of the first access server.

Embodiments of the present specification further provide a computer-readable storage medium for a customer service virtualization unified access method, where the computer-readable storage medium stores computer program instructions, and when the computer program instructions are executed, the computer program instructions implement: receiving session requests sent by a plurality of different types of second clients; allocating session resources for the session request, and logging a second client corresponding to the session request allocated with the session resources to a contact center platform so as to establish session connection between the logged second client and the logged first client by the contact center platform; the channels for sending the session requests by the second clients of different types are different; at least one first client is logged in the contact center platform; the at least one first client sends a login request to a first access server, so that the first access server locks the agent resource in the resource pool for the login request, and the first client corresponding to the login request with the agent resource locked logs in the contact center platform; the resource pool comprises a plurality of agent resources, and the number of the agent resources in the resource pool represents the service processing performance of the first access server.

The Processor may be a Central Processing Unit (CPU), other general purpose Processor, a Digital Signal Processor (DSP), an APPlication Specific Integrated Circuit (ASIC), a Field-Programmable Gate Array (FPGA) or other Programmable logic device, discrete Gate or transistor logic device, discrete hardware component, etc. A general purpose processor may be a microprocessor or the processor may be any conventional processor or the like. The processor may execute the computer instructions to perform the steps of: receiving session requests sent by a plurality of different types of second clients; allocating session resources for the session request, and logging a second client corresponding to the session request allocated with the session resources to a contact center platform so as to establish session connection between the logged second client and the logged first client by the contact center platform; the channels for sending the session requests by the second clients of different types are different; at least one first client is logged in the contact center platform; the at least one first client sends a login request to a first access server, so that the first access server locks the agent resource in the resource pool for the login request, and the first client corresponding to the login request with the agent resource locked logs in the contact center platform; the resource pool comprises a plurality of agent resources, and the number of the agent resources in the resource pool represents the service processing performance of the first access server.

It should be noted that, in the present specification, each embodiment is described in a progressive manner, and the same or similar parts in each embodiment may be referred to each other, and each embodiment focuses on differences from other embodiments. In particular, as for the apparatus embodiment and the apparatus embodiment, since they are substantially similar to the method embodiment, the description is relatively simple, and reference may be made to some descriptions of the method embodiment for relevant points.

After reading this specification, persons skilled in the art will appreciate that any combination of some or all of the embodiments set forth herein, without inventive faculty, is within the scope of the disclosure and protection of this specification.

In the 90 s of the 20 th century, improvements in a technology could clearly distinguish between improvements in hardware (e.g., improvements in circuit structures such as diodes, transistors, switches, etc.) and improvements in software (improvements in process flow). However, as technology advances, many of today's process flow improvements have been seen as direct improvements in hardware circuit architecture. Designers almost always obtain the corresponding hardware circuit structure by programming an improved method flow into the hardware circuit. Thus, it cannot be said that an improvement in the process flow cannot be realized by hardware physical modules. For example, a Programmable Logic Device (PLD), such as a Field Programmable Gate Array (FPGA), is an integrated circuit whose Logic functions are determined by programming the Device by a user. A digital system is "integrated" on a PLD by the designer's own programming without requiring the chip manufacturer to design and fabricate application-specific integrated circuit chips. Furthermore, nowadays, instead of manually making an Integrated Circuit chip, such Programming is often implemented by "logic compiler" software, which is similar to a software compiler used in program development and writing, but the original code before compiling is also written by a specific Programming Language, which is called Hardware Description Language (HDL), and HDL is not only one but many, such as abel (advanced Boolean Expression Language), ahdl (alternate Language Description Language), traffic, pl (core unified Programming Language), HDCal, JHDL (Java Hardware Description Language), langue, Lola, HDL, laspam, hardbyscript Description Language (vhr Description Language), and the like, which are currently used by Hardware compiler-software (Hardware Description Language-software). It will also be apparent to those skilled in the art that hardware circuitry that implements the logical method flows can be readily obtained by merely slightly programming the method flows into an integrated circuit using the hardware description languages described above.

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

From the above description of the embodiments, it is clear to those skilled in the art that the present specification can be implemented by software plus a necessary general hardware platform. Based on such understanding, the technical solutions of the present specification may be essentially or partially implemented in the form of software products, which may be stored in a storage medium, such as ROM/RAM, magnetic disk, optical disk, etc., and include instructions for causing a computer device (which may be a personal computer, a server, or a network device, etc.) to execute the methods described in the embodiments or some parts of the embodiments of the present specification.

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

The description is operational with numerous general purpose or special purpose computing system environments or configurations. For example: personal computers, server computers, hand-held or portable devices, tablet-type devices, multiprocessor systems, microprocessor-based systems, set top boxes, programmable consumer electronics, network PCs, minicomputers, mainframe computers, distributed computing environments that include any of the above systems or devices, and the like.

This description may be described in the general context of computer-executable instructions, such as program modules, being executed by a computer. Generally, program modules include routines, programs, objects, components, data structures, etc. that perform particular tasks or implement particular abstract data types. The specification may also be practiced in distributed computing environments where tasks are performed by remote processing devices that are linked through a communications network. In a distributed computing environment, program modules may be located in both local and remote computer storage media including memory storage devices.

While the specification has been described with examples, those skilled in the art will appreciate that there are numerous variations and permutations of the specification that do not depart from the spirit of the specification, and it is intended that the appended claims include such variations and modifications that do not depart from the spirit of the specification.

Claims

1. A customer service virtualization unified access system, the system comprising: the system comprises a first access server, a second access server and a contact center platform; wherein the content of the first and second substances,

the first access server is used for receiving a login request sent by at least one first client, locking the agent resource in the resource pool for the login request, and logging in the first client corresponding to the login request with the agent resource locked to the contact center platform; the resource pool comprises a plurality of agent resources, and the number of the agent resources in the resource pool represents the service processing performance of the first access server;

the second access server is used for receiving session requests sent by a plurality of second clients of different types, allocating session resources for the session requests, and logging in the second client corresponding to the session requests allocated with the session resources to the contact center platform; the channels for sending the session requests by the second clients of different types are different;

and the contact center platform is used for establishing session connection for the second logged-in client and the first logged-in client so that the first client and the second client can conveniently carry out session through the session connection.

2. The system according to claim 1, wherein in case that the login request is multiple, the locking the agent resource in the resource pool for the login request comprises:

recording the receiving time of each login request;

and locking the agent resources in the resource pool for each login request according to the sequence of the receiving time of each login request.

3. The system of claim 1, wherein the channels comprise at least two of: website, app, WeChat public number.

4. The system of claim 1, wherein the allocating session resources for the session request comprises:

recording the receiving time of each session request;

and allocating session resources for each session request according to the receiving time sequence of each session request.

5. The system according to claim 1, wherein the first access server is further configured to, after a session connection is established between a first client and a second client, send a logout request to the contact center platform if the first client does not receive a message sent by the second client within a preset time, so as to disconnect the session connection between the first client and the second client, and log out the first client from the contact center platform; and after the first client logs out from the contact center platform, releasing the agent resource locked by the login request corresponding to the first client.

6. The system according to claim 1, wherein the logged-on first client is plural;

correspondingly, the contact center platform is also used for establishing a session identifier for a first client end which establishes session connection with a second client end;

the establishing of the session connection for the logged-in second client and the logged-in first client includes: and selecting the first client not containing the session identification to establish session connection with the logged-in second client.

7. The system of claim 1, wherein the session request includes a user identification;

correspondingly, the contact center platform is further configured to store the session records of the first client and the second client in a database in association with the user identifier corresponding to the second client.

8. The system of claim 7, wherein the contact center platform is further configured to, after establishing a session connection between the logged-in second client and the logged-in first client, search a session record associated with the user identifier from the database according to the user identifier corresponding to the logged-in second client, and provide the session record to the first client and the second client.

9. A customer service virtualization unified access method is characterized by comprising the following steps:

receiving a login request sent by at least one first client;

the agent resources in the resource pool are locked for the login request, and a first client corresponding to the login request with the agent resources locked is logged in a contact center platform, so that the contact center platform establishes session connection for a second logged-in client and the first logged-in client; the resource pool comprises a plurality of agent resources, and the number of the agent resources in the resource pool represents the service processing performance of the first access server; the contact center platform is logged in a plurality of second clients of different types, and channels for sending the session requests by the second clients of different types are different.

10. The method of claim 9, wherein, in the case that the login request is multiple, the locking the agent resource in the resource pool for the login request comprises:

recording the receiving time of each login request;

11. The method of claim 9, further comprising:

after a first client side establishes session connection with a second client side, sending a logout request to a contact center platform under the condition that the first client side does not receive a message sent by the second client side within a preset time, so that the session connection between the first client side and the second client side is disconnected, and the first client side is logged out from the contact center platform;

and after the first client logs out from the contact center platform, releasing the agent resource locked by the login request corresponding to the first client.

12. A customer service virtualization unified access apparatus, the apparatus comprising:

the receiving module is used for receiving a login request sent by at least one first client;

the locking module is used for locking the agent resources in the resource pool for the login request, and logging a first client corresponding to the login request with the agent resources locked in the contact center platform so as to establish session connection between a second logged-in client and the first logged-in client by the contact center platform; the resource pool comprises a plurality of agent resources, and the number of the agent resources in the resource pool represents the service processing performance of the first access server; the contact center platform is logged in a plurality of second clients of different types, and channels for sending the session requests by the second clients of different types are different.

13. An electronic device, comprising:

a memory for storing a computer program;

a processor for executing the computer program to implement: receiving a login request sent by at least one first client; the agent resources in the resource pool are locked for the login request, and a first client corresponding to the login request with the agent resources locked is logged in a contact center platform, so that the contact center platform establishes session connection for a second logged-in client and the first logged-in client; the resource pool comprises a plurality of agent resources, and the number of the agent resources in the resource pool represents the service processing performance of the first access server; the contact center platform is logged in a plurality of second clients of different types, and channels for sending the session requests by the second clients of different types are different.

14. A computer readable storage medium having computer instructions stored thereon that when executed perform: receiving a login request sent by at least one first client; the agent resources in the resource pool are locked for the login request, and a first client corresponding to the login request with the agent resources locked is logged in a contact center platform, so that the contact center platform establishes session connection for a second logged-in client and the first logged-in client; the resource pool comprises a plurality of agent resources, and the number of the agent resources in the resource pool represents the service processing performance of the first access server; the contact center platform is logged in a plurality of second clients of different types, and channels for sending the session requests by the second clients of different types are different.

15. A customer service virtualization unified access method is characterized by comprising the following steps:

receiving session requests sent by a plurality of different types of second clients;

allocating session resources for the session request, and logging a second client corresponding to the session request allocated with the session resources to a contact center platform so as to establish session connection between the logged second client and the logged first client by the contact center platform; the channels for sending the session requests by the second clients of different types are different; at least one first client is logged in the contact center platform; the at least one first client sends a login request to a first access server, so that the first access server locks the agent resource in the resource pool for the login request, and the first client corresponding to the login request with the agent resource locked logs in the contact center platform; the resource pool comprises a plurality of agent resources, and the number of the agent resources in the resource pool represents the service processing performance of the first access server.

16. The method of claim 15, wherein the channels comprise at least two of: website, app, WeChat public number.

17. The method of claim 15, wherein the allocating session resources for the session request comprises:

recording the receiving time of each session request;

18. A customer service virtualization unified access apparatus, the apparatus comprising:

the receiving module is used for receiving session requests sent by a plurality of second clients of different types;

the distribution module is used for distributing session resources for the session request and logging a second client corresponding to the session request distributed with the session resources to the contact center platform so as to establish session connection between the logged second client and the logged first client by the contact center platform; the channels for sending the session requests by the second clients of different types are different; at least one first client is logged in the contact center platform; the at least one first client sends a login request to a first access server, so that the first access server locks the agent resource in the resource pool for the login request, and the first client corresponding to the login request with the agent resource locked logs in the contact center platform; the resource pool comprises a plurality of agent resources, and the number of the agent resources in the resource pool represents the service processing performance of the first access server.

19. An electronic device, comprising:

a memory for storing a computer program;

a processor for executing the computer program to implement: receiving session requests sent by a plurality of different types of second clients; allocating session resources for the session request, and logging a second client corresponding to the session request allocated with the session resources to a contact center platform so as to establish session connection between the logged second client and the logged first client by the contact center platform; the channels for sending the session requests by the second clients of different types are different; at least one first client is logged in the contact center platform; the at least one first client sends a login request to a first access server, so that the first access server locks the agent resource in the resource pool for the login request, and the first client corresponding to the login request with the agent resource locked logs in the contact center platform; the resource pool comprises a plurality of agent resources, and the number of the agent resources in the resource pool represents the service processing performance of the first access server.

20. A computer readable storage medium having computer instructions stored thereon that when executed perform: receiving session requests sent by a plurality of different types of second clients; allocating session resources for the session request, and logging a second client corresponding to the session request allocated with the session resources to a contact center platform so as to establish session connection between the logged second client and the logged first client by the contact center platform; the channels for sending the session requests by the second clients of different types are different; at least one first client is logged in the contact center platform; the at least one first client sends a login request to a first access server, so that the first access server locks the agent resource in the resource pool for the login request, and the first client corresponding to the login request with the agent resource locked logs in the contact center platform; the resource pool comprises a plurality of agent resources, and the number of the agent resources in the resource pool represents the service processing performance of the first access server.