CN112418673A - Case allocation method, device and medium - Google Patents
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Abstract
The application relates to a case distribution method, a case distribution device and a case distribution medium, wherein the method comprises the following steps: when the triggering condition of the case to be distributed is met, determining the case type and the user identification of the case to be distributed; searching a plurality of customer services to be distributed from a preset database; acquiring customer service information of each customer service to be distributed, and acquiring user information corresponding to the user identification; acquiring reference information of the case to be distributed according to the case type; acquiring a target evaluation value of each piece of customer service information according to the reference information and the user information; and sending the case to be distributed to the customer service to be distributed corresponding to the maximum value between the target evaluation values. By the method and the device, the case distribution accuracy can be improved.
Description
Technical Field
The application relates to the technical field of data analysis, and mainly relates to a case allocation method, a case allocation device and a case allocation medium.
Background
With the rapid development of the internet and the improvement of service consciousness of people, network customer service has been popularized in various industries and goes deep into various links of daily business service. At present, a customer service platform generally adopts a random distribution mode for dispatching, so that the waiting time of a user is uneven, the waiting time is too long, and the user experience is poor. From the customer service perspective, random allocation may cause uneven workload of customer service and fail to bring into play the working efficiency. Receiving new assignments before customer service is incomplete also affects the efficiency of customer service.
Disclosure of Invention
The embodiment of the application provides a case distribution method, a case distribution device and a case distribution medium, which can improve the case distribution accuracy and facilitate the improvement of service quality.
In a first aspect, an embodiment of the present application provides a case allocation method, where:
when the triggering condition of the case to be distributed is met, determining the case type and the user identification of the case to be distributed;
searching a plurality of customer services to be distributed from the preset database;
acquiring customer service information of each customer service to be distributed, and acquiring user information corresponding to the user identification;
acquiring reference information of the case to be distributed according to the case type;
acquiring a target evaluation value of each piece of customer service information according to the reference information and the user information;
and sending the case to be distributed to the customer service to be distributed corresponding to the maximum value in the target evaluation values.
In a second aspect, an embodiment of the present application provides a case distribution apparatus, wherein:
the storage unit is used for storing a preset database;
the processing unit is used for determining the case type and the user identification of the case to be distributed when the triggering condition of the case to be distributed is met; searching a plurality of customer services to be distributed from the preset database; acquiring customer service information of each customer service to be distributed, and acquiring user information corresponding to the user identification; acquiring reference information of the case to be distributed according to the case type; acquiring a target evaluation value of each piece of customer service information according to the reference information and the user information;
and the communication unit is used for sending the case to be distributed to the customer service to be distributed corresponding to the maximum value in the target evaluation values.
In a third aspect, an embodiment of the present application provides another case allocation apparatus, including a processor, a memory, a communication interface, and one or at least one program, where the one or at least one program is stored in the memory and configured to be executed by the processor, and the program includes instructions for some or all of the steps described in the first aspect.
In a fourth aspect, the present application provides a computer-readable storage medium, where the computer-readable storage medium stores a computer program, where the computer program makes a computer execute to implement part or all of the steps described in the first aspect.
The embodiment of the application has the following beneficial effects:
after the case allocation method, the case allocation device and the case allocation medium are adopted, when an allocation request of a case to be allocated is received, the case type and the user identification of the case to be allocated are determined, and then a plurality of customer services to be allocated are searched from a preset database. And then acquiring customer service information of each customer service to be distributed and user information corresponding to the user identification, acquiring parameter information of the case to be distributed according to the case type, acquiring a target evaluation value of the customer service information of each customer service to be distributed according to the parameter information and the user information, and sending the case to be distributed to the customer service to be distributed corresponding to the maximum target evaluation value. That is to say, the customer service for finally processing the case to be distributed is selected from the customer services to be distributed based on the parameter information and the user information of the case type, and the distribution efficiency is improved. And the case to be distributed is distributed to the customer service to be distributed corresponding to the maximum target evaluation value, so that the case distribution accuracy is improved, and the service quality is improved conveniently.
Drawings
In order to more clearly illustrate the embodiments of the present application 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 of the present application, and for those skilled in the art, other drawings can be obtained according to the drawings without creative efforts.
Wherein:
fig. 1 is a schematic structural diagram of a network architecture according to an embodiment of the present application;
FIG. 2 is a schematic flow chart illustrating a case allocation method according to an embodiment of the present application;
fig. 3 is a schematic logical structure diagram of a case distribution apparatus according to an embodiment of the present application;
fig. 4 is a schematic physical structure diagram of a case distribution device according to an embodiment of the present application.
Detailed Description
In order to make the technical solutions of the present application better understood, 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 obtained by a person of ordinary skill in the art without any inventive work according to the embodiments of the present application are within the scope of the present application.
The terms "first," "second," and the like in the description and claims of the present application and in the above-described drawings are used for distinguishing between different objects and not for describing a particular order. Furthermore, the terms "include" and "have," as well as any variations thereof, are intended to cover non-exclusive inclusions. For example, a process, method, system, article, or apparatus that comprises a list of steps or elements is not limited to only those steps or elements listed, but may alternatively include other steps or elements not listed, or inherent to such process, method, article, or apparatus.
Reference herein to "an embodiment" means that a particular feature, structure, or characteristic described in connection with the embodiment can be included in at least one embodiment of the application. The appearances of the phrase in various places in the specification are not necessarily all referring to the same embodiment, nor are separate or alternative embodiments mutually exclusive of other embodiments. It is explicitly and implicitly understood by one skilled in the art that the embodiments described herein can be combined with other embodiments.
The network architecture applied by the embodiment of the application comprises a server and electronic equipment. The electronic device may be a Personal Computer (PC), a notebook computer, or a smart phone, and may also be an all-in-one machine, a palm computer, a tablet computer (pad), a smart television playing terminal, a vehicle-mounted terminal, or a portable device. The operating system of the PC-side electronic device, such as a kiosk or the like, may include, but is not limited to, operating systems such as Linux system, Unix system, Windows series system (e.g., Windows xp, Windows 7, etc.), Mac OS X system (operating system of apple computer), and the like. The operating system of the electronic device at the mobile end, such as a smart phone, may include, but is not limited to, an operating system such as an android system, an IOS (operating system of an apple mobile phone), a Window system, and the like.
The electronic device in the embodiment of the application can install and run the application program, and the server can be a server corresponding to the application program installed in the electronic device and provide application service for the application program. The application program may be an independent application, an applet added to a third-party application, or an application platform in a web page, and the application program may be an application type corresponding to a field such as a bank, insurance, e-commerce, government, and the like, which is not limited herein. The number of the electronic devices and the number of the servers are not limited in the embodiment of the application, and the servers can provide services for the electronic devices at the same time. The server may be implemented as a stand-alone server or as a server cluster of multiple servers.
In the embodiment of the present application, the electronic device may be a device used by a user, or may be a device used by a customer service. In one possible example, the electronic device used by the user is referred to as a user terminal, and the electronic device used by the customer service is referred to as a customer service terminal. The server is used for realizing the communication between the user terminal and the customer service terminal, the communication can be initiated to the server by the user terminal, and the customer service terminal is selected by the server to be accessed. The communication may be realized by the server notifying the client terminal to the user terminal designated in the server, which is not limited herein.
As shown in fig. 1, an example of a customer service case initiated by a user terminal is that the user terminal 101 is a mobile phone and the customer service terminal 103 is a notebook computer. When the user 111 clicks the service control on the display page of the user terminal 101, the user terminal 101 generates a service access request. The server 102 searches for the artificial customer service 113 corresponding to the customer service access request, and then establishes a connection between the customer service terminal 103 corresponding to the artificial customer service 113 and the user terminal 101, thereby realizing the communication connection between the user 111 and the artificial customer service 113, and the artificial customer service 113 can provide the user 111 with customer service. In the embodiment of the present application, the customer service case initiated by the user terminal is referred to as a customer complaint case. The customer complaint case is used for requesting the customer service to provide help, or making complaints or suggestions for the corresponding application of the customer service, and the like.
The customer service case initiated by the customer service terminal can be understood as a case initiated by the server, that is, the case can be a case in which the server detects a series of cases meeting conditions and then distributes the cases to the manual customer service corresponding to each customer service terminal. The server may also assign the case to a robot service, and the robot service may be understood as a virtual character corresponding to a computer program in the server and used for executing a client service corresponding to a preset program. In the embodiment of the present application, priority assignment to human customer service is considered.
The above-mentioned series of cases satisfying the condition may be a case satisfying time, a case satisfying condition, a case satisfying both condition and time, and the like, and are not limited herein. For example, when the application detects an incomplete event, the incomplete event may be reported to the server, and the server may distribute manual customer service to perform a reminding service. In the embodiment of the present application, the above case of the client service initiated by the application program detecting an incomplete transaction is referred to as a breakpoint case. The transaction may be any link of the application, including registration and use. For example, after a user leaves a phone number in a promotion application of a certain product and does not submit an intention to purchase, incomplete items are detected, and active communication can be performed through customer service to determine whether the user would like to purchase the product or register the promotion application. For another example, if the user fills in the amount in the borrowing application and does not click the "confirm" function component, the incomplete items are detected, and the user can actively communicate through the customer service to determine whether the user is willing to borrow or not.
In the embodiment of the present application, the case type of the customer service case may further include a promotion type corresponding to a promotion case, in addition to the breakpoint type corresponding to the breakpoint case and the customer complaint type corresponding to the customer complaint case described above. The promotion case can be a case that a customer service actively makes a call or sends information to a user so as to promote application or products. The promotion case may be executed at intervals, and the time may be a fixed value, or may be a value generated according to actual conditions (for example, the number of registered users, the frequency of accessing the application by the user, the work efficiency of the customer service, and the like), and the like, which is not limited herein.
In the embodiment of the application, the server can store the user information of each user according to the user identification of the user. The user identifier may be an account number registered or allocated by the user in an application corresponding to the server, or a filled mobile phone number or an email, and is not limited herein. The user information may include basic information of the user's native place, region, age, occupation, sex, educational background, work experience, etc., and may also include the user's access order record. For example, the customer service orders submitted by the user in history, the recorded records in the history orders, the recorded feedback, complaints, quality of service scores or satisfaction fed back by the user after the customer service is over, etc., are not limited herein.
The server can pre-store the customer service information of each artificial customer service according to the customer service identification of the artificial customer service. The customer service identifier may be an account number registered or allocated in an application corresponding to the server by a manual customer service, or a filled-in mobile phone number or email, and is not limited herein. The customer service information may include basic information of the native place, the region, the age, the occupation, the gender, the educational background, the work experience, etc. of the artificial customer service. The customer service information may also include functional information of the manual customer service, such as service quality score of the manual customer service, customer service level, working state, type of case with good intentions, number of cases currently followed, number of cases to be followed, number of cases capable of being processed synchronously, and the like.
In the embodiment of the application, the working state of the artificial customer service comprises an online state and an offline state. The online state refers to an application that a manual customer service logs in a server, and the manual customer service is processing a customer service order or can enter a working state at any time. The offline state is opposite to the online state, and means that the manual customer service quits the application, or the current state of the manual customer service cannot process the customer service order. For example, after the manual customer service logs in the application of the server, if the manual customer service is not located at the workstation, the working state of the manual customer service can be determined to be the offline state.
The method for determining the online state and the offline state is not limited, detection information can be sent to the user terminal in the login state at regular time, and if the response of the detection information is received, the manual customer service is determined to be in the online state. The detection information may be a preset static verification code, or a randomly generated dynamic verification code, which is not limited herein.
The working state of the online state includes an idle state and a busy state. The idle state indicates that the manual customer service can currently receive the dispatch of the customer service case. The busy state indicates that manual customer service is working, for example, processing a customer service order, and finishing or uploading data after the customer service order is finished. The busy state may be determined according to an operation item and/or an operation frequency of the application account corresponding to the manual customer service, where the operation item may be a customer service, or an operation of the application account, such as sending a notification, uploading data, and the like.
The case allocation method provided by the embodiment of the application can be applied to scenes such as medical informatization, electronic information archive management and the like in the digital medical field. The method can be executed by a case distribution device, wherein the device can be realized by software and/or hardware and can be generally integrated in a server, so that the case distribution accuracy can be improved, and the service quality is convenient to improve.
Referring to fig. 2, fig. 2 is a schematic flow chart of a case allocation method provided in the present application. Taking the application of the method to a server as an example for illustration, the method includes the following steps S201 to S206, wherein:
s201: and when the triggering condition of the case to be distributed is met, determining the case type and the user identification of the case to be distributed.
In the embodiment of the application, the case to be distributed is used for requesting distribution of customer service so as to communicate with the user. The trigger condition may be that a customer service access request sent by a user is received, that a time reaches a predetermined time, that an incomplete event or other conditions exist in an application program, or the like, and is not limited herein.
The method for determining the case type of the case to be allocated is not limited in the present application, and it can be understood that when the triggering condition is that a customer service access request sent by a user is received, the case type of the case to be allocated can be determined to be the customer complaint type, and the user identifier corresponding to the case to be allocated can be the identifier of the user sending the customer service access request. When the trigger condition is that there are incomplete events in the application, it may be determined that the type of the event to be allocated is a breakpoint type, and the user identifier corresponding to the event to be allocated is a handler corresponding to the incomplete event in the breakpoint event, which may be understood as a user logging in the current application. When the triggering condition is that the time reaches the preset time, it may be determined that the case type of the case to be allocated is the promotion type, and the user identifier corresponding to the case to be allocated may be a user corresponding to the preset time, and may be any user, or may be a user meeting a certain condition, for example, a user who has not logged in the application for a long time, a user who has not purchased a product for a long time, and the like, which is not limited herein. The specific contents of the user identifier and the user information can be referred to the foregoing, and are not described herein again.
In one possible example, step S201 includes the following step a1 and step a2, wherein:
a1: and acquiring the trigger parameters of the cases to be distributed.
The triggering parameters comprise the occurrence time of the triggering condition, the type of customer service required to be allocated, the request intention, the page elements of the front-end page and the like. It will be appreciated that when an application or product is requested that is intended to be promoted, the trigger parameters may also include attributes of the application or product, and the type of case to which a case is to be assigned may be determined to be a promotion type. When it is determined through the page element that an incomplete event is detected and a customer service access request sent by a user is not received, it is determined that the case type of the case to be allocated is a breakpoint type.
A2: and determining the case type of the case to be distributed according to the triggering condition and the triggering parameter.
It can be understood that in step a1 and step a2, the case type of the case to be distributed is determined according to the trigger condition and the trigger parameter of the case to be distributed, that is, the case type is identified by the characteristics of the case type itself and the distribution case of the case to be distributed, so that the accuracy of case type analysis is improved.
S202: and searching a plurality of customer services to be distributed from a preset database.
In this embodiment of the application, the customer service to be allocated may be a manual customer service for processing the case to be allocated, or may be a manual customer service for a case type that specially processes the case to be allocated, or may be a manual customer service in an idle state, and the like, which is not limited herein.
S203: and acquiring the customer service information of each customer service to be distributed, and acquiring the user information corresponding to the user identification.
As described above, the customer service information and the user information may be stored in the server in advance, so that the customer service information of the customer service to be distributed may be obtained according to the customer service identifier of the customer service to be distributed, and the user information corresponding to the case to be distributed may be obtained according to the user identifier.
S204: and acquiring the reference information of the case to be distributed according to the case type.
In the embodiment of the present application, the reference information may be a parameter for scoring when a case to be assigned is assigned, for example, when the case type is a breakpoint type, the reference information may include a breakpoint event; when the case type is the promotion type, the reference information can comprise the attribute information of the product; when the case to be allocated is of the customer appeal type, the reference information may include a page element of a front page, and the like, which is not limited herein. The front-end page is a page currently displayed by the electronic device, and the page elements are page names, page paragraphs, functional components (for example, comment columns, selection boxes, upload buttons, ok buttons, and the like) in the front-end page. It can be understood that the page element of the front page may carry the request intention of the customer complaint case, and the quality of service of the artificial customer service can be improved by selecting the artificial customer service based on the page element. The breakpoint event can be determined according to a page element of the front-end page, and specifically, image recognition can be performed on the front-end page to determine that an incomplete event is the breakpoint event. And manual customer service is selected based on breakpoint events, so that the prompting accuracy of the manual customer service can be improved. And manual customer service is selected based on the attribute information of the product, so that the pushing effect of the manual customer service can be improved.
S205: and acquiring a target evaluation value of the customer service information of each customer service to be distributed according to the reference information and the user information.
In the embodiment of the application, the target evaluation value is used for describing the scores of the customer service to be distributed suitable for processing the case to be distributed. The present application is not limited to the method for acquiring the target evaluation value, and in one possible example, the step S205 includes the following steps B1 to B3, where:
b1: and scoring each piece of customer service information according to the reference information to obtain a plurality of first evaluation values.
The first evaluation value is used to describe the score of the case to be distributed corresponding to the customer service handling reference information to be distributed, the method for acquiring the first evaluation value is not limited in the present application, and in one possible example, step B1 includes the following steps B11 to B13, where:
b11: and acquiring the processing efficiency of the customer service to be distributed according to the customer service information.
The processing efficiency is used for describing the working efficiency of the customer service to be distributed, calculation can be performed according to the time and complexity of the current case processing, and the processing efficiency is obtained by combining the historical working efficiency of the customer service to be distributed. In one possible example, step B11 includes the following steps B111-B113, where:
b111: and acquiring the working state of the customer service to be distributed.
The working state can be divided into an online state and an offline state as described above, and the online state can be divided into a busy state and an idle state, which are not described herein again. It is to be appreciated that when the customer service to be distributed is in an offline state, the processing efficiency of the customer service to be distributed may not be of concern. When the customer service to be allocated is in a busy state in the online state, the processing efficiency is affected by the work items of the customer service to be allocated, and when the customer service to be allocated is in an idle state in the online state, the processing efficiency can be understood as the work efficiency of the customer service to be allocated.
B112, B112: and when the working state is the online state, obtaining the working items of the customer service to be distributed.
The work items may include the customer service case to be assigned to serve the current process or the customer service case to be followed or other works. The currently processed customer service case includes communication with a user, and may also include organizing communication content, etc., which is not limited herein.
B113: and analyzing the working items according to the function information to obtain the processing efficiency of the customer service to be distributed.
The function information includes service quality scores of manual customer service, customer service levels, working states, case types which are good at, the number of cases which are currently followed, the number of cases to be followed, the number of cases which can be synchronously processed and the like. It can be understood that the processing efficiency of the work items currently processed by the customer service to be distributed can be obtained by analyzing the work items of the customer service to be distributed according to the function information.
It can be understood that, in steps B111 to B113, when the work status of the customer service to be distributed is on-line, the work items of the customer service to be distributed are analyzed according to the function information to obtain the processing efficiency of the customer service to be distributed. That is, from the perspective of the work items of the customer service to be allocated, the processing efficiency affecting the customer service to be allocated is analyzed, and the accuracy of obtaining the processing efficiency can be improved.
B12: and acquiring the familiarity value of the customer service to be distributed to the case to be distributed according to the reference information and the customer service information.
Wherein the familiarity value is used to describe the familiarity of the customer service to be assigned with the case type. The method for obtaining the learned value is not limited in the application,
when the reference information comprises breakpoint events, acquiring the times and the customer service quality scores of the breakpoint events processed by the customer service to be distributed from the customer service information of the customer service to be distributed, and acquiring the familiar value of the case to be distributed by the customer service to be distributed according to the times and the customer service quality scores; when the reference information comprises the attribute information of the product, acquiring a familiar value of the customer service to be distributed to the case to be distributed according to the times of the customer service promotion product to be distributed and the quality score of the customer service, or acquiring the familiar degree of the customer service to be distributed to the product according to the attribute information to acquire the familiar value of the customer service to be distributed to the case to be distributed; when the reference information comprises page elements of a front-end page, the attribute information of the product can be determined according to the page elements, and then the maturity and the like of the case to be distributed is served by the customer to be distributed according to the attribute information of the product.
B13: and acquiring a first evaluation value of the customer service to be distributed according to the processing efficiency and the familiar value.
The first evaluation value may be obtained according to a weighted average of the processing efficiency and the familiar value, or according to a maximum value or a minimum value between the processing efficiency and the familiar value, or according to a weighted value of the familiar value, or the like.
It can be understood that, in steps B11 to B13, the processing efficiency of the customer service to be allocated is first obtained according to the customer service information of each customer service to be allocated, the familiarity of the customer service to be allocated to the case is obtained according to the reference information and the customer service information of the customer service to be allocated, and then the first evaluation value of the customer service to be allocated is obtained according to the processing efficiency and the familiarity, so that the evaluation accuracy can be improved, and the allocation accuracy can be improved.
B2: and scoring each piece of customer service information according to the user information to obtain a plurality of second evaluation values.
And the second evaluation value is used for describing the score of the customer service case of the user corresponding to the customer service processing user identification to be distributed. The method for obtaining the second evaluation value is not limited in the present application, and in one possible example, the step B2 includes the following steps B21 to B24, where:
b21: and acquiring the correlation values between the user corresponding to the user information and each customer service to be distributed according to the user information and the customer service information to obtain a plurality of correlation values.
Wherein the association value is used for describing the degree of association between the user and the customer service to be distributed. The method for obtaining the association value is not limited, and the association value between the user and the customer service to be distributed can be obtained according to the contact frequency and the association relation between the user and the customer service to be distributed. The association relationship is used for describing a social relationship between the user and the customer service to be distributed, and may include family, spouse, friend, co-worker, and the like. The contact frequency is used to describe the number of times of communication between the user and the customer service to be distributed through the application program corresponding to the server, and may also obtain the number of times of making a call, a short message, or a video between the user and the customer service to be distributed through records in the electronic device, which is not limited herein. It can be understood that the number of times of communication between the user and the customer service to be distributed or social contact can be obtained according to the connection frequency and the association relation between the user and the customer service to be distributed, and the association value can be obtained according to the number of times of communication and the social contact, so that the accuracy of obtaining the association value can be improved.
B22: and acquiring preference information corresponding to the user information according to the user information.
The preference information is used to describe the preference type of the user, for example, male customer service is preferred, soft-sound customer service is preferred, elderly customer service is preferred, and the like, which is not limited herein. It can be understood that the customer service corresponding to the preference information is pushed to the user, so that the objectionability to customer service cases, particularly to popularization cases, can be reduced, the distribution accuracy can be improved, and the service quality can be improved conveniently.
The method for acquiring the preference information is not limited, and the preference information can be acquired according to the user information, for example, the preference information corresponding to various users is counted, and the preference information corresponding to users of different ages, sexes, constellations, character forms and other categories is determined, so that the preference information of the user corresponding to the user information is determined according to the user information. Or, the records with high quality scores can be selected from the records of the user information as target records, and then the target records are analyzed to obtain the information of customer service preferred by the user, and the information is used as the preference information of the user, and the like.
B23: and scoring each piece of customer service information according to the preference information to obtain a plurality of preference values.
And the preference value is used for describing the preference degree of the user to the customer service to be distributed. For example, the preference information is a male customer service, and the preference value for the customer service to be assigned as a female is lower than the preference value for the customer service to be assigned as a male. The method for scoring the preference value is not limited, the matching value meeting the preference information in the customer service to be distributed can be determined according to the customer service information of the customer service to be distributed, and then the preference value corresponding to the matching value is obtained.
B24: and acquiring a second evaluation value of the customer service information according to the plurality of correlation values and the plurality of preference values.
The second evaluation value may be obtained according to a weighted average value of the association value and the preference value between each customer service to be distributed and the user, or according to a maximum value or a minimum value between the association value and the preference value, or according to a weighted average value of the association value and the preference value, or the like.
It can be understood that in steps B21 to B24, the scoring criteria corresponding to different preference information are different, so that the preference value of each customer service to be allocated is obtained according to the preference information of the user, and then the second evaluation value is obtained by combining the correlation value between each customer service to be allocated and the user, so that the accuracy of evaluating the score of the customer service case of the user corresponding to the customer service processing user identifier to be allocated can be improved, and the accuracy of allocation can be improved.
B3: and acquiring a target evaluation value of each piece of the customer service information according to the plurality of first evaluation values and the plurality of second evaluation values.
The target evaluation value of the customer service information to be assigned with the customer service may be a weighted average of the first evaluation value and the second evaluation value of the customer service information, or a maximum value or a minimum value between the first evaluation value and the second evaluation value, and the like, which is not limited herein.
In one possible example, step B3 includes the following steps B31-B33, wherein:
b31: and determining a first weight corresponding to the first evaluation value, and determining a second weight corresponding to the second evaluation value.
Wherein the sum of the first weight and the second weight is 1. The method for determining the first weight and the second weight is not limited, and the determination can be performed according to the case type, for example, when the case type is a breakpoint type, the first weight is 0.6, and the second weight is 0.4; when the case type is the promotion type, the first weight is 0.5, and the second weight is 0.5; when the case type is the customer complaint type, the first weight is 0.4, and the second weight is 0.6.
B32: and weighting the first evaluation value and the first weight to obtain a first numerical value, and weighting the second evaluation value and the second weight to obtain a second numerical value.
B33: and taking the sum of the first numerical value and the second numerical value as a target evaluation value of each piece of the customer service information.
For example, if the first evaluation value is 0.8, the second evaluation value is 0.9, the first weight is 0.6, and the second weight is 0.4, the first value is 0.8 × 0.6 — 0.54, the second value is 0.9 × 0.4 — 0.36, and the target evaluation value is 0.54+0.36 — 0.9.
It can be understood that, in steps B31 to B33, the weight and the weight corresponding to the first evaluation value and the second evaluation value respectively are determined, and then weighted summation is performed to obtain the target evaluation value, so that the accuracy of obtaining the target evaluation value can be improved.
S206: and sending the case to be distributed to the customer service to be distributed corresponding to the maximum value in the target evaluation values.
It is understood that in steps S201-S206, when the allocation request of the case to be allocated is received, the case type and the user identifier of the case to be allocated are determined, and then a plurality of customer services to be allocated are searched from the preset database. And then acquiring customer service information of each customer service to be distributed and user information corresponding to the user identification, acquiring parameter information of the case to be distributed according to the case type, acquiring a target evaluation value of the customer service information of each customer service to be distributed according to the parameter information and the user information, and sending the case to be distributed to the customer service to be distributed corresponding to the maximum target evaluation value. That is to say, the customer service for finally processing the case to be distributed is selected from the customer services to be distributed based on the parameter information and the user information of the case type, and the distribution efficiency is improved. And the case to be distributed is distributed to the customer service to be distributed corresponding to the maximum target evaluation value, so that the case distribution accuracy is improved, and the service quality is improved conveniently.
The method of the embodiments of the present application is set forth above in detail and the apparatus of the embodiments of the present application is provided below.
Referring to fig. 3, fig. 3 is a schematic structural view of a case distribution device according to the present application, and as shown in fig. 3, the case distribution device 300 includes:
a storage unit 303, configured to store a preset database;
the processing unit 301 is configured to determine a case type and a user identifier of a case to be allocated when a trigger condition of the case to be allocated is met; searching a plurality of customer services to be distributed from the preset database; acquiring reference information of the case to be distributed according to the case type; acquiring a target evaluation value of each piece of customer service information according to the reference information and the user information;
a communication unit 302, configured to send the case to be assigned to the customer service to be assigned corresponding to the maximum value between the target evaluation values.
In a possible example, the processing unit 301 is specifically configured to score each piece of customer service information according to the reference information, so as to obtain a plurality of first evaluation values; grading each piece of customer service information according to the user information to obtain a plurality of second evaluation values; and acquiring a target evaluation value of each piece of the customer service information according to the plurality of first evaluation values and the plurality of second evaluation values.
In a possible example, the processing unit 301 is specifically configured to obtain, according to the customer service information, a processing efficiency of the customer service to be allocated; acquiring a familiar value of the customer service to be distributed to the case to be distributed according to the reference information and the customer service information; and acquiring a first evaluation value of the customer service to be distributed according to the processing efficiency and the familiar value.
In a possible example, the customer service information includes function information, and the processing unit 301 is specifically configured to obtain a working state of the customer service to be allocated; when the working state is an online state, obtaining the working items of the customer service to be distributed; and analyzing the working items according to the function information to obtain the processing efficiency of the customer service to be distributed.
In a possible example, the processing unit 301 is specifically configured to obtain, according to the user information and the customer service information, a correlation value between a user corresponding to the user information and each of the customer services to be allocated, to obtain multiple correlation values; acquiring preference information corresponding to the user information according to the user information; scoring each piece of customer service information according to the preference information to obtain a plurality of preference values; and acquiring a second evaluation value of each piece of customer service information according to the plurality of correlation values and the plurality of preference values.
In a possible example, the processing unit 301 is specifically configured to determine a first weight corresponding to the first evaluation value, and determine a second weight corresponding to the second evaluation value, where a sum of the first weight and the second weight is 1; weighting the first evaluation value and the first weight to obtain a plurality of first numerical values, and weighting the second evaluation value and the second weight to obtain a plurality of second numerical values; and taking the sum of the first numerical value and the second numerical value as a target evaluation value of the customer service information.
In a possible example, the processing unit 301 is specifically configured to obtain a trigger parameter of the case to be allocated; and determining the case type of the case to be distributed according to the triggering condition and the triggering parameter.
For the detailed process executed by each unit in the case distribution apparatus 300, reference may be made to the execution steps in the foregoing method embodiments, which are not described herein again.
Referring to fig. 4, fig. 4 is a schematic structural diagram of another case distribution device provided in the embodiment of the present application, consistent with the embodiment of fig. 2. As shown in FIG. 4, the case assigning apparatus 400 includes a processor 410, a memory 420, a communication interface 430, and one or more programs 440. The related functions implemented by the communication unit 302 shown in fig. 3 can be implemented by the communication interface 430, the related functions implemented by the storage unit 303 shown in fig. 3 can be implemented by the memory 420, and the related functions implemented by the processing unit 301 shown in fig. 3 can be implemented by the processor 410.
The one or more programs 440 are stored in the memory 420 and configured to be executed by the processor 410, the programs 440 including instructions for:
when the triggering condition of the case to be distributed is met, determining the case type and the user identification of the case to be distributed;
searching a plurality of customer services to be distributed from a preset database;
acquiring customer service information of each customer service to be distributed, and acquiring user information corresponding to the user identification;
acquiring reference information of the case to be distributed according to the case type;
acquiring a target evaluation value of each piece of customer service information according to the reference information and the user information;
and sending the case to be distributed to the customer service to be distributed corresponding to the maximum value between the target evaluation values.
In one possible example, in terms of the target evaluation value of each of the customer service information obtained from the reference information and the user information, the program 440 is specifically configured to execute the following steps:
scoring each piece of customer service information according to the reference information to obtain a plurality of first evaluation values;
grading each piece of customer service information according to the user information to obtain a plurality of second evaluation values;
and acquiring a target evaluation value of each piece of the customer service information according to the plurality of first evaluation values and the plurality of second evaluation values.
In one possible example, in terms of the scoring each piece of customer service information according to the reference information to obtain a plurality of first evaluation values, the program 440 is specifically configured to execute the following steps:
acquiring the processing efficiency of the customer service to be distributed according to the customer service information;
acquiring a familiar value of the customer service to be distributed to the case to be distributed according to the reference information and the customer service information;
and acquiring a first evaluation value of the customer service to be distributed according to the processing efficiency and the familiar value.
In one possible example, the customer service information includes function information, and in terms of the processing efficiency of obtaining the customer service to be distributed according to the customer service information, the program 440 is specifically configured to execute the following steps:
acquiring the working state of the customer service to be distributed;
when the working state is an online state, obtaining the working items of the customer service to be distributed;
and analyzing the working items according to the function information to obtain the processing efficiency of the customer service to be distributed.
In one possible example, in terms of the scoring each piece of customer service information according to the user information to obtain a plurality of second evaluation values, the program 440 is specifically configured to execute the following steps:
acquiring correlation values between users corresponding to the user information and the customer services to be distributed according to the user information and the customer service information to obtain a plurality of correlation values;
acquiring preference information corresponding to the user information according to the user information;
scoring each piece of customer service information according to the preference information to obtain a plurality of preference values;
and acquiring a second evaluation value of each piece of customer service information according to the plurality of correlation values and the plurality of preference values.
In one possible example, in the acquiring of the target evaluation value of each of the customer service information based on the plurality of first evaluation values and the plurality of second evaluation values, the program 440 is specifically configured to execute the instructions of:
determining a first weight corresponding to the first evaluation value, determining a second weight corresponding to the second evaluation value, wherein the sum of the first weight and the second weight is 1;
weighting the first evaluation value and the first weight to obtain a first numerical value, and weighting the second evaluation value and the second weight to obtain a second numerical value;
and taking the sum of the first numerical value and the second numerical value as a target evaluation value of the customer service information.
In one possible example, in the aspect of determining the case type of the case to be allocated, the program 440 is specifically configured to execute the following steps:
acquiring a trigger parameter of the case to be distributed;
and determining the case type of the case to be distributed according to the triggering condition and the triggering parameter.
Embodiments of the present application also provide a computer storage medium, where the computer storage medium stores a computer program for causing a computer to execute to implement part or all of the steps of any one of the methods described in the method embodiments, and the computer includes a server.
Embodiments of the application also provide a computer program product comprising a non-transitory computer readable storage medium storing a computer program operable to cause a computer to perform to implement some or all of the steps of any of the methods recited in the method embodiments. The computer program product may be a software installation package and the computer comprises a server.
It should be noted that, for simplicity of description, the above-mentioned method embodiments are described as a series of acts or combination of acts, but those skilled in the art will recognize that the present application is not limited by the order of acts described, as some steps may occur in other orders or concurrently depending on the application. Further, those skilled in the art will also appreciate that the embodiments described in this specification are presently preferred and that no particular act or mode of operation is required in the present application.
In the foregoing embodiments, the descriptions of the respective embodiments have respective emphasis, and for parts that are not described in detail in a certain embodiment, reference may be made to related descriptions of other embodiments.
In the embodiments provided in the present application, it should be understood that the disclosed apparatus may be implemented in other manners. For example, the above-described embodiments of the apparatus are merely illustrative, and for example, a division of a unit is merely a logical division, and an actual implementation may have another division, for example, at least one unit or component may be combined or integrated with another system, or some features may be omitted, or not executed. In addition, the shown or discussed mutual coupling or direct coupling or communication connection may be an indirect coupling or communication connection of some interfaces, devices or units, and may be an electric or other form.
The units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may also be distributed on at least one network unit. Some or all of the units can be selected according to actual needs to achieve the purpose of the solution of the embodiment.
In addition, functional units in the embodiments of the present application may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit. The integrated unit can be realized in a hardware mode or a software program mode.
The integrated unit, if implemented in the form of a software program module and sold or used as a stand-alone product, may be stored in a computer readable memory. With such an understanding, the technical solution of the present application may be embodied in the form of a software product, which is stored in a memory and includes several instructions for causing a computer device (which may be a personal computer, a server, a network device, or the like) to perform all or part of the steps of the method according to the embodiments of the present application. And the aforementioned memory comprises: various media capable of storing program codes, such as a usb disk, a read-only memory (ROM), a Random Access Memory (RAM), a removable hard disk, a magnetic or optical disk, and the like.
Those skilled in the art will appreciate that all or part of the steps in the methods of the above embodiments may be implemented by associated hardware instructed by a program, which may be stored in a computer-readable memory, which may include: flash disk, ROM, RAM, magnetic or optical disk, and the like.
The foregoing detailed description of the embodiments of the present application has been presented to illustrate the principles and implementations of the present application, and the above description of the embodiments is only provided to help understand the method and the core concept of the present application; meanwhile, for a person skilled in the art, according to the idea of the present application, there may be variations in the specific embodiments and application scope, and in summary, the content of the present specification should not be construed as a limitation to the present application.
Claims (10)
1. A case allocation method, comprising:
when the triggering condition of the case to be distributed is met, determining the case type and the user identification of the case to be distributed;
searching a plurality of customer services to be distributed from a preset database;
acquiring customer service information of each customer service to be distributed, and acquiring user information corresponding to the user identification;
acquiring reference information of the case to be distributed according to the case type;
acquiring a target evaluation value of each piece of customer service information according to the reference information and the user information;
and sending the case to be distributed to the customer service to be distributed corresponding to the maximum value between the target evaluation values.
2. A case assignment method according to claim 1, wherein said obtaining a target evaluation value of each of said customer service information based on said reference information and said user information comprises:
scoring each piece of customer service information according to the reference information to obtain a plurality of first evaluation values;
grading each piece of customer service information according to the user information to obtain a plurality of second evaluation values;
and acquiring a target evaluation value of each piece of the customer service information according to the plurality of first evaluation values and the plurality of second evaluation values.
3. A case assignment method according to claim 2, wherein said scoring each of said customer service information based on said reference information to obtain a plurality of first evaluation values includes:
acquiring the processing efficiency of the customer service to be distributed according to the customer service information;
acquiring a familiar value of the customer service to be distributed to the case to be distributed according to the reference information and the customer service information;
and acquiring a first evaluation value of the customer service to be distributed according to the processing efficiency and the familiar value.
4. A case distribution method according to claim 3, wherein the customer service information includes function information, and the obtaining of the processing efficiency of the customer service to be distributed according to the customer service information includes:
acquiring the working state of the customer service to be distributed;
when the working state is an online state, obtaining the working items of the customer service to be distributed;
and analyzing the working items according to the function information to obtain the processing efficiency of the customer service to be distributed.
5. A case assignment method according to claim 2, wherein said scoring each of said customer service information based on said user information to obtain a plurality of second evaluation values includes:
acquiring correlation values between users corresponding to the user information and the customer services to be distributed according to the user information and the customer service information to obtain a plurality of correlation values;
acquiring preference information corresponding to the user information according to the user information;
scoring each piece of customer service information according to the preference information to obtain a plurality of preference values;
and acquiring a second evaluation value of each piece of customer service information according to the plurality of correlation values and the plurality of preference values.
6. A case assignment method according to claim 2, wherein said obtaining a target evaluation value of each of said customer service information based on said plurality of first evaluation values and said plurality of second evaluation values comprises:
determining a first weight corresponding to the first evaluation value, determining a second weight corresponding to the second evaluation value, wherein the sum of the first weight and the second weight is 1;
weighting the first evaluation value and the first weight to obtain a plurality of first numerical values, and weighting the second evaluation value and the second weight to obtain a plurality of second numerical values;
and taking the sum of the first numerical value and the second numerical value as a target evaluation value of the customer service information.
7. A case allocation method according to any one of claims 1-6, wherein said determining the case type of said case to be allocated comprises:
acquiring a trigger parameter of the case to be distributed;
and determining the case type of the case to be distributed according to the triggering condition and the triggering parameter.
8. A case distribution apparatus, comprising:
the storage unit is used for storing a preset database;
the processing unit is used for determining the case type and the user identification of the case to be distributed when the triggering condition of the case to be distributed is met; searching a plurality of customer services to be distributed from the preset database; acquiring customer service information of each customer service to be distributed, and acquiring user information corresponding to the user identification; acquiring reference information of the case to be distributed according to the case type; acquiring a target evaluation value of each piece of customer service information according to the reference information and the user information;
and the communication unit is used for sending the case to be distributed to the customer service to be distributed corresponding to the maximum value in the target evaluation values.
9. A case allocation apparatus comprising a processor, a memory, a communication interface, and one or at least one program, wherein the one or at least one program is stored in the memory and configured to be executed by the processor, the program comprising instructions for carrying out the steps of the method of any one of claims 1-7.
10. A computer-readable storage medium, characterized in that the computer-readable storage medium stores a computer program, the computer program causing a computer to execute to implement the method of any one of claims 1-7.
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| CN202011326219.2A CN112418673A (en) | 2020-11-23 | 2020-11-23 | Case allocation method, device and medium |
| PCT/CN2021/091437 WO2022105136A1 (en) | 2020-11-23 | 2021-04-30 | Case allocation method and apparatus, and medium |
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