CN112613919A - Information processing method and related device - Google Patents
Information processing method and related device Download PDFInfo
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- CN112613919A CN112613919A CN202011640234.4A CN202011640234A CN112613919A CN 112613919 A CN112613919 A CN 112613919A CN 202011640234 A CN202011640234 A CN 202011640234A CN 112613919 A CN112613919 A CN 112613919A
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/02—Marketing; Price estimation or determination; Fundraising
- G06Q30/0281—Customer communication at a business location, e.g. providing product or service information, consulting
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F9/00—Arrangements for program control, e.g. control units
- G06F9/06—Arrangements for program control, e.g. control units using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
- G06F9/46—Multiprogramming arrangements
- G06F9/54—Interprogram communication
- G06F9/546—Message passing systems or structures, e.g. queues
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
- G06Q10/06311—Scheduling, planning or task assignment for a person or group
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/06—Buying, selling or leasing transactions
- G06Q30/0601—Electronic shopping [e-shopping]
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F2209/00—Indexing scheme relating to G06F9/00
- G06F2209/54—Indexing scheme relating to G06F9/54
- G06F2209/547—Messaging middleware
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F2209/00—Indexing scheme relating to G06F9/00
- G06F2209/54—Indexing scheme relating to G06F9/54
- G06F2209/548—Queue
Abstract
The embodiment of the application discloses an information processing method, which comprises the following steps: acquiring a first target customer identifier, wherein the first target customer identifier is a customer identifier with the highest priority in a customer queue of a first service type; determining a plurality of skill groups corresponding to the first service type; acquiring a first target customer service identifier with the highest priority in a customer service queue corresponding to the skill groups; and establishing a first service session based on the first target customer identification and the first target customer service identification. The processing device may determine a service type of a service required by the customer based on the customer identification, and then determine a plurality of skill sets corresponding to the service type, where all of the services in the service queue corresponding to the plurality of skill sets have skills to serve the customer. Based on the method, the processing equipment can be set through the one-to-many relationship between the service types and the skill sets, so that sufficient customer service resources are provided for the customers, and the service experience of the customers is improved.
Description
Technical Field
The present application relates to the field of information processing technologies, and in particular, to an information processing method and a related apparatus.
Background
Customer service is a key link affecting customer experience in various industries, wherein communication with customers through customer service is one of common means in customer service.
In the related art, when a customer needs a customer service to perform service, the related system allocates the customer service corresponding to the service needed by the customer, however, the allocation system in the related art is poor in flexibility and hard to bear great customer pressure.
Disclosure of Invention
In order to solve the technical problem, the present application provides an information processing method, where a processing device may determine a service type of a service required by a client based on a client identifier, and then determine a plurality of skill groups corresponding to the service type, where all of the customer services in a customer service queue corresponding to the plurality of skill groups have skills for serving the client. Based on the method, the processing equipment can be set through the one-to-many relationship between the service types and the skill sets, so that sufficient customer service resources are provided for the customers, and the service experience of the customers is improved.
The embodiment of the application discloses the following technical scheme:
in a first aspect, an embodiment of the present application provides an information processing method, where the method includes:
acquiring a first target customer identifier, wherein the first target customer identifier is a customer identifier with the highest priority in a customer queue of a first service type;
determining a plurality of skill groups corresponding to the first service type;
acquiring a first target customer service identifier with the highest priority in a customer service queue corresponding to the skill groups;
and establishing a first service session based on the first target customer identification and the first target customer service identification.
In one possible implementation, the method further includes:
acquiring a service request, wherein the service request comprises a client identifier of a client to be served;
determining a second service type corresponding to the customer identification of the customer to be served;
if the customer service identifier corresponding to the second service type does not exist in the customer service queue, determining the priority corresponding to the customer identifier of the customer to be served;
and based on the priority, storing the customer identification of the customer to be served into a customer queue corresponding to the second service type.
In one possible implementation, the method further includes:
determining a second target customer service identifier with the highest priority in a customer service queue corresponding to the target skill group;
determining a plurality of service types corresponding to the target skill set;
acquiring a second target client identifier with the highest priority in the client queues corresponding to the service types;
and establishing a second service session based on the second target customer service identification and the second target customer identification.
In one possible implementation, the priority of the client identification is determined based on any one or more of the combination of client waiting time, client identity level and the number of times the client is overflowed;
the priority of the customer service identification is determined based on any one or more of the customer service level, the remaining service capacity of the customer service, and the waiting time of the customer service.
In one possible implementation, the method further includes:
establishing a session message queue corresponding to the first service session;
and storing the session message corresponding to the first service session through the session message queue.
In a possible implementation manner, if the first service session is interrupted, the method further includes:
acquiring a session reestablishment request corresponding to the first service session;
reconstructing the first service session based on a sequence of session messages in the session message queue.
In a second aspect, an embodiment of the present application provides an information processing apparatus, which includes a first obtaining unit, a first determining unit, a second obtaining unit, and a first establishing unit:
the first obtaining unit is configured to obtain a first target client identifier, where the first target client identifier is a client identifier with a highest priority in a client queue of a first service type;
the first determining unit is configured to determine a plurality of skill groups corresponding to the first service type;
the second obtaining unit is configured to obtain a first target customer service identifier with a highest priority in a customer service queue corresponding to the multiple skill groups;
the first establishing unit is configured to establish a first service session based on the first target customer identifier and the first target customer service identifier.
In a possible implementation manner, the apparatus further includes a third obtaining unit, a second determining unit, a third determining unit, and a saving unit:
the third obtaining unit is used for obtaining a service request, and the service request comprises a client identifier of a client to be served;
the second determining unit is configured to determine a second service type corresponding to the client identifier of the client to be served;
the third determining unit is configured to determine a priority corresponding to the customer identifier of the customer to be served if it is determined that the customer service identifier corresponding to the second service type does not exist in the customer service queue;
and the storage unit is used for storing the client identifier of the client to be served into the client queue corresponding to the second service type based on the priority.
In a possible implementation manner, the apparatus further includes a fourth determining unit, a fifth determining unit, a fourth obtaining unit, and a second establishing unit:
the fourth determining unit is configured to determine a second target customer service identifier with a highest priority in a customer service queue corresponding to the target skill group;
the fifth determining unit is configured to determine a plurality of service types corresponding to the target skill set;
the fourth obtaining unit is configured to obtain a second target client identifier with a highest priority in the client queues corresponding to the multiple service types;
and the second establishing unit is used for establishing a second service session based on the second target customer service identifier and the second target customer identifier.
In one possible implementation, the priority of the client identification is determined based on any one or more of the combination of client waiting time, client identity level and the number of times the client is overflowed;
the priority of the customer service identification is determined based on any one or more of the customer service level, the remaining serviceable capacity of the customer service, and the waiting time of the customer service.
According to the technical scheme, the information processing method is provided, and the processing equipment can establish one-to-many correspondence between the service types of the customer service and the customer service skill sets. In the service, the processing device may first obtain a first target customer identifier, which is a customer identifier with the highest priority in the customer queue of the first service type. Subsequently, the processing device may determine a plurality of skill groups corresponding to the first service type, and obtain a first target customer service identifier with a highest priority in a customer service queue corresponding to the plurality of skill groups, where the first target customer service identifier is in a serviceable state. Because the customer service corresponding to the first target customer service identification has the skill set corresponding to the first service type, the customer service can serve the customer corresponding to the first target customer identification. Therefore, the processing device may establish a first service session based on the first target customer identifier and the first target customer service identifier, so that the customer service corresponding to the first target customer service identifier can serve the customer corresponding to the first target customer identifier. Because the service type and the skill set have one-to-many corresponding relation, when a client needs service, the processing equipment can have abundant customer service resources to serve the client, and even in the face of higher service pressure, the processing equipment can also arrange the customer service to be in butt joint with the client in time; meanwhile, the identifiers in the client queue and the client service queue have corresponding priorities, so that the processing equipment can determine the identifier with the highest current priority without recalculating the identifiers in the whole queue, the service processing efficiency is improved, the waiting time of the client is reduced, and the client experience is improved.
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.
Fig. 1 is a flowchart of an information processing method according to an embodiment of the present application;
fig. 2 is a schematic diagram of an information processing method in an actual application scenario according to an embodiment of the present application;
fig. 3 is a schematic diagram of an information processing method in an actual application scenario according to an embodiment of the present application;
fig. 4 is a block diagram of an information processing apparatus according to an embodiment of the present application.
Detailed Description
Embodiments of the present application are described below with reference to the accompanying drawings.
Serving clients by means of customer service is one of the most common service methods, such as telephone service, network service, artificial intelligence service, etc. In the related technology, each customer service has its own corresponding skill set, each skill set corresponds to a serviceable service type, after a service request initiated by a customer is obtained, the related device can obtain the service type corresponding to the customer, then find a unique skill set corresponding to the service type, and distribute the customer service corresponding to the skill set to the customer. However, in some cases, there are many customers who need to be served, and the number of corresponding service types is also many, so it may be difficult to handle a large service pressure by only performing the service distribution in a one-to-one correspondence manner.
In order to solve the technical problem, the present application provides an information processing method, where a processing device may determine a service type of a service required by a client based on a client identifier, and then determine a plurality of skill groups corresponding to the service type, where all of the customer services in a customer service queue corresponding to the plurality of skill groups have skills for serving the client. Based on the method, the processing equipment can be set through the one-to-many relationship between the service types and the skill sets, so that sufficient customer service resources are provided for the customers, and the service experience of the customers is improved.
It is understood that the method may be applied to a processing device having an information query function, for example, a terminal device or a server having an information query function. The method is independently executed by the terminal equipment or the server, can also be applied to a network scene of communication between the terminal equipment and the server, and is operated by the cooperation of the terminal equipment and the server. The terminal device may be a mobile phone, a desktop computer, a Personal Digital Assistant (PDA for short), a tablet computer, or the like. The server may be understood as an application server, or may also be a Web server, and in actual deployment, the server may be an independent physical server, or may be a server cluster or a distributed system formed by a plurality of physical servers. The terminal and the server may be directly or indirectly connected through wired or wireless communication, and the application is not limited herein.
Next, an information processing method provided by an embodiment of the present application will be described with reference to the drawings.
Referring to fig. 1, fig. 1 is a flowchart of an information processing method provided in an embodiment of the present application, where the method includes:
s101: a first target customer identification is obtained.
The processing device may first pull a customer queue of a first service type for storing a customer identification to be serviced for identifying the customer initiating the service request. The processing device may select a client identifier with a highest priority, which is the priority with which the client is served, from the client queue of the first service type as the first target client identifier.
S102: a plurality of skill sets corresponding to the first service type are determined.
In order to provide the customer service capable of performing the service to the customer, the processing device may obtain all skill groups possessed by the customer service and all service types provided to the customer in advance, and establish a one-to-many correspondence relationship between the skill groups and the service types based on the serviceable condition, that is, one service type may be serviced by the customer services of a plurality of skill groups. For example, when the service type is a transfer type service, a customer service with skill groups such as cross bank transfer, intra bank transfer, cross country transfer, etc. has a customer who is certain to be served for the service type.
Based on this, after determining the first target customer identification, the processing device may determine a plurality of skill sets corresponding to the first service type, where customer services corresponding to the plurality of skill sets are capable of providing services for customers needing the first service type service.
S103: and acquiring a first target customer service identifier with the highest priority in the customer service queues corresponding to the skill groups.
The service queue is used for recording and managing a service identifier corresponding to a service in a serviceable state, wherein the serviceable state refers to a state capable of receiving new customer service. The priority of the customer service identification is used for identifying the priority of the customer service receiving service corresponding to the customer service identification, and the customer service corresponding to the customer service identification with higher priority can receive new customer service earlier.
It can be understood that, by recording the priority, the customer service identifiers in the customer service queue have a certain ordering order in the customer service queue, so that when determining the customer service identifiers, only the first target customer service identifier with the highest priority in the customer service queues corresponding to the multiple skill groups needs to be obtained, priority calculation does not need to be performed on all the customer service identifiers again, and the determination efficiency is high; similarly, when the first target client identifier is obtained, the processing device does not need to perform integral priority calculation once, so that the time for the client to wait for service is reduced.
S104: a first service session is established based on the first target customer identification and the first target customer service identification.
After determining the first target customer identifier and the first target customer service identifier, the processing device has successfully determined the served party and the service provider, and therefore, a first service session may be established based on the identifiers, where the first service session is used to enable the customer service corresponding to the first target customer service identifier to provide service to the customer corresponding to the first target customer identifier.
According to the technical scheme, the information processing method is provided, and the processing equipment can establish one-to-many correspondence between the service types of the customer service and the customer service skill sets. In the service, the processing device may first obtain a first target customer identifier, which is a customer identifier with the highest priority in the customer queue of the first service type. Subsequently, the processing device may determine a plurality of skill groups corresponding to the first service type, and obtain a first target customer service identifier with a highest priority in a customer service queue corresponding to the plurality of skill groups, where the first target customer service identifier is in a serviceable state. Because the customer service corresponding to the first target customer service identification has the skill set corresponding to the first service type, the customer service can serve the customer corresponding to the first target customer identification. Therefore, the processing device may establish a first service session based on the first target customer identifier and the first target customer service identifier, so that the customer service corresponding to the first target customer service identifier can serve the customer corresponding to the first target customer identifier. Because the service type and the skill set have one-to-many corresponding relation, when a client needs service, the processing equipment can have abundant customer service resources to serve the client, and even in the face of higher service pressure, the processing equipment can also arrange the customer service to be in butt joint with the client in time; meanwhile, the identifiers in the client queue and the client service queue have corresponding priorities, so that the processing equipment can determine the identifier with the highest current priority without recalculating the identifiers in the whole queue, the service processing efficiency is improved, the waiting time of the client is reduced, and the client experience is improved.
The manner in which the processing device stores the client to the client queue may also include a variety of ways. In one possible implementation, the processing device may obtain a service request, the service request requesting customer service, the service request including a customer identification of a customer to be serviced. The processing device may determine a second service type corresponding to the client identifier of the client to be serviced, and then the processing device may determine whether a service capable of providing service for the client identifier currently exists. The processing device may determine whether a service identifier corresponding to the second service type exists in the service queue, where the corresponding service identifier is a service identifier having a skill set capable of serving the second service type. If it is determined that the customer service identifier corresponding to the second service type does not exist in the customer service queue, indicating that the customer service capable of serving the customer does not exist currently, the processing device may determine a priority level corresponding to the customer identifier of the customer to be served, and store the customer identifier of the customer to be served into the customer queue corresponding to the second service type based on the priority level. Because the storage is carried out based on the priority, the priority corresponding to the client identifier only needs to be calculated, and then the priority is compared with the priorities of other client identifiers in the second service type of the client service for storage, so that the processing efficiency is high.
It will be appreciated that in addition to one service type corresponding to the customer services of multiple skill sets, to further increase flexibility of distribution, the customer services of one skill set may also serve customers of multiple service types. For example, a customer service with a transfer skill set may service domestic transfers, multinational transfers, and the like. Based on this, in a possible implementation manner, the processing device may determine a second target customer service identifier with the highest priority in the customer service queue corresponding to the target skill set, and then determine a plurality of service types corresponding to the target skill set. Subsequently, the processing device may obtain a second target client identifier with the highest priority in the client queue corresponding to the plurality of service types, and then establish a second service session based on the second target client identifier and the second target client identifier, where the second service session is used for enabling the client service corresponding to the second target client identifier to provide service to the client corresponding to the second target client identifier.
It will be appreciated that the method of determining the priority of the customer identification and the priority of the customer service identification may also include a variety of methods. In one possible implementation, the priority of the client identification may be determined based on any one or combination of a client latency, a client identity level, and a number of times the client is spilled. The client waiting time refers to the time for a client to wait for being served, and the longer the time is, the higher the priority is; the higher the identity grade of the client is, the higher the priority is; the number of times that the customer is overflowed refers to the number of times that the customer service corresponding to the customer service identifier fails to provide service to the customer corresponding to the customer identifier after the customer identifier is assigned with the customer service identifier, and the higher the number of times, the higher the priority. The priority of the customer service identifier can be determined based on any one or more of the customer service level, the remaining service capacity of the customer service, and the waiting time of the customer service, wherein the remaining service capacity of the customer service refers to the current idle service capacity of the customer service, and the waiting time of the customer service refers to the waiting time of the customer service for providing the service, and the longer the time, the higher the priority.
In the embodiment of the application, in addition to storing the client identifier and the client service identifier through the ordered queue, in order to effectively record the message in the service session, the processing device may further store the session message of the conference service session through the ordered queue, so that the time sequence of the session message can be effectively stored. In one possible implementation, the processing device may establish a session message queue corresponding to a first service session, and then store a session message corresponding to the first service session through the session message queue.
It can be understood that, since the session messages are stored in the queue in order, when a session interruption or the like occurs and a service session needs to be reestablished, the processing device may also directly extract the messages from the session message queue, thereby restoring the chat order of the messages. In a possible implementation manner, if the first service session is interrupted, the processing device may obtain a session reestablishment request corresponding to the first service session, where the session reestablishment request is used for requesting to reestablish the first service session. After obtaining the request, the processing device may reconstruct the first service session based on the order of the session messages in the session message queue. For example, the processing device may determine the number of messages to be recovered, and then reconstruct the first service session from the session messages whose number of messages was extracted from the session message queue in order of priority.
In order to facilitate understanding of the technical solution provided by the embodiment of the present application, an information processing method provided by the embodiment of the present application will be described below in conjunction with an actual application scenario.
Referring to fig. 2, fig. 2 is a schematic view of an information processing method in an actual application scenario provided in the embodiment of the present application, where in the actual application scenario, a processing device may be a server corresponding to a customer service system.
Firstly, the server can obtain ready customer service which can be served, then the priority of the customer service is determined, and the customer service is added into a customer service queue according to the priority. When the client is allocated to the client service, the server may determine a skill group corresponding to the client service queue, then determine a plurality of service types corresponding to the skill group, and determine a client identifier with the highest priority from the client queues corresponding to the plurality of service types for service. As shown in fig. 3, fig. 3 illustrates a schematic diagram of a many-to-many relationship between customer service skill sets and customer service types.
When allocating customer service to a customer, the server may first determine a customer identifier with the highest priority in the customer queue, then determine a customer service identifier with the highest priority from the customer service queue of the skill set corresponding to the customer identifier, and serve the customer corresponding to the customer identifier. After the service is distributed to the customer service identification, the server can further judge whether the customer service corresponding to the customer service identification still has the service capability, if not, the customer service identification can exit the customer service queue; if yes, the customer service identification is stored in the customer service identification again according to the priority for next service distribution.
Based on the information processing method provided by the embodiment, the embodiment of the application further provides an information processing device. Referring to fig. 4, fig. 4 is a block diagram of an information processing apparatus 400 according to an embodiment of the present application, where the apparatus 400 includes a first obtaining unit 401, a first determining unit 402, a second obtaining unit 403, and a first establishing unit 404:
a first obtaining unit 401, configured to obtain a first target client identifier, where the first target client identifier is a client identifier with a highest priority in a client queue of a first service type;
a first determining unit 402, configured to determine a plurality of skill groups corresponding to the first service type;
a second obtaining unit 403, configured to obtain a first target customer service identifier with a highest priority in a customer service queue corresponding to the multiple skill groups;
a first establishing unit 404, configured to establish a first service session based on the first target customer identifier and the first target customer service identifier.
In a possible implementation manner, the apparatus 400 further includes a third obtaining unit, a second determining unit, a third determining unit, and a saving unit:
a third obtaining unit, configured to obtain a service request, where the service request includes a client identifier of a client to be served;
a second determining unit, configured to determine a second service type corresponding to the client identifier of the client to be served;
a third determining unit, configured to determine, if it is determined that a customer service identifier corresponding to the second service type does not exist in the customer service queue, a priority corresponding to the customer identifier of the customer to be served;
and the storage unit is used for storing the client identification of the client to be served into the client queue corresponding to the second service type based on the priority.
In a possible implementation manner, the apparatus 400 further includes a fourth determining unit, a fifth determining unit, a fourth obtaining unit, and a second establishing unit:
the fourth determining unit is used for determining a second target customer service identifier with the highest priority in a customer service queue corresponding to the target skill group;
a fifth determining unit, configured to determine a plurality of service types corresponding to the target skill set;
a fourth obtaining unit, configured to obtain a second target client identifier with a highest priority in the client queues corresponding to the multiple service types;
and the second establishing unit is used for establishing a second service session based on the second target customer service identifier and the second target customer identifier.
In one possible implementation, the priority of the client identification is determined based on any one or more of the combination of client waiting time, client identity level and the number of times the client is overflowed;
the priority of the customer service identification is determined based on any one or more of the customer service level, the remaining serviceable capacity of the customer service, and the waiting time of the customer service.
In a possible implementation manner, the apparatus 400 further includes a third establishing unit and a storing unit:
a third establishing unit, configured to establish a session message queue corresponding to the first service session;
and the storage unit is used for storing the session message corresponding to the first service session through the session message queue.
In a possible implementation, the apparatus 400 further includes a fifth obtaining unit and a reconstructing unit:
a fifth obtaining unit, configured to obtain a session reestablishment request corresponding to the first service session;
a reestablishing unit, configured to reestablish the first service session based on a session message order in the session message queue.
Those of ordinary skill in the art will understand that: all or part of the steps for realizing the method embodiments can be completed by hardware related to program instructions, the program can be stored in a computer readable storage medium, and the program executes the steps comprising the method embodiments when executed; and the aforementioned storage medium may be at least one of the following media: various media that can store program codes, such as read-only memory (ROM), RAM, magnetic disk, or optical disk.
It should be noted that, in the present specification, all the embodiments are described in a progressive manner, and the same and similar parts among the embodiments may be referred to each other, and each embodiment focuses on the differences from the other embodiments. In particular, for the apparatus and system embodiments, since they are substantially similar to the method embodiments, they are described in a relatively simple manner, and reference may be made to some of the descriptions of the method embodiments for related points. The above-described embodiments of the apparatus and system are merely illustrative, and the units described as separate parts may or may not be physically separate, and the parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the solution of the present embodiment. One of ordinary skill in the art can understand and implement it without inventive effort.
The above description is only one specific embodiment of the present application, but the scope of the present application is not limited thereto, and any changes or substitutions that can be easily conceived by those skilled in the art within the technical scope of the present application should be covered by the scope of the present application. Therefore, the protection scope of the present application shall be subject to the protection scope of the claims.
Claims (10)
1. An information processing method, characterized in that the method comprises:
acquiring a first target customer identifier, wherein the first target customer identifier is a customer identifier with the highest priority in a customer queue of a first service type;
determining a plurality of skill groups corresponding to the first service type;
acquiring a first target customer service identifier with the highest priority in a customer service queue corresponding to the skill groups;
and establishing a first service session based on the first target customer identification and the first target customer service identification.
2. The method of claim 1, further comprising:
acquiring a service request, wherein the service request comprises a client identifier of a client to be served;
determining a second service type corresponding to the customer identification of the customer to be served;
if the customer service identifier corresponding to the second service type does not exist in the customer service queue, determining the priority corresponding to the customer identifier of the customer to be served;
and based on the priority, storing the customer identification of the customer to be served into a customer queue corresponding to the second service type.
3. The method of claim 1, further comprising:
determining a second target customer service identifier with the highest priority in a customer service queue corresponding to the target skill group;
determining a plurality of service types corresponding to the target skill set;
acquiring a second target client identifier with the highest priority in the client queues corresponding to the service types;
and establishing a second service session based on the second target customer service identification and the second target customer identification.
4. The method of claim 1, wherein the priority of the client identifier is determined based on any one or more of a combination of client latency, client identity level, and number of times a client is spilled;
the priority of the customer service identification is determined based on any one or more of the customer service level, the remaining service capacity of the customer service, and the waiting time of the customer service.
5. The method of claim 1, further comprising:
establishing a session message queue corresponding to the first service session;
and storing the session message corresponding to the first service session through the session message queue.
6. The method of claim 5, wherein if the first service session is interrupted, the method further comprises:
acquiring a session reestablishment request corresponding to the first service session;
reconstructing the first service session based on a sequence of session messages in the session message queue.
7. An information processing apparatus characterized by comprising a first acquisition unit, a first determination unit, a second acquisition unit, and a first establishment unit:
the first obtaining unit is configured to obtain a first target client identifier, where the first target client identifier is a client identifier with a highest priority in a client queue of a first service type;
the first determining unit is configured to determine a plurality of skill groups corresponding to the first service type;
the second obtaining unit is configured to obtain a first target customer service identifier with a highest priority in a customer service queue corresponding to the multiple skill groups;
the first establishing unit is configured to establish a first service session based on the first target customer identifier and the first target customer service identifier.
8. The apparatus according to claim 7, further comprising a third obtaining unit, a second determining unit, a third determining unit, and a saving unit:
the third obtaining unit is used for obtaining a service request, and the service request comprises a client identifier of a client to be served;
the second determining unit is configured to determine a second service type corresponding to the client identifier of the client to be served;
the third determining unit is configured to determine a priority corresponding to the customer identifier of the customer to be served if it is determined that the customer service identifier corresponding to the second service type does not exist in the customer service queue;
and the storage unit is used for storing the client identifier of the client to be served into the client queue corresponding to the second service type based on the priority.
9. The apparatus of claim 7, further comprising a fourth determining unit, a fifth determining unit, a fourth obtaining unit, and a second establishing unit:
the fourth determining unit is configured to determine a second target customer service identifier with a highest priority in a customer service queue corresponding to the target skill group;
the fifth determining unit is configured to determine a plurality of service types corresponding to the target skill set;
the fourth obtaining unit is configured to obtain a second target client identifier with a highest priority in the client queues corresponding to the multiple service types;
and the second establishing unit is used for establishing a second service session based on the second target customer service identifier and the second target customer identifier.
10. The apparatus of claim 7, wherein the priority of the client identifier is determined based on any one or more of a combination of client latency, client identity level, and number of times a client is overflowed;
the priority of the customer service identification is determined based on any one or more of the customer service level, the remaining service capacity of the customer service, and the waiting time of the customer service.
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| CN202011640234.4A CN112613919A (en) | 2020-12-31 | 2020-12-31 | Information processing method and related device |
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