CN112862374A

CN112862374A - Customer service representative pushing method, device, equipment and medium

Info

Publication number: CN112862374A
Application number: CN202110353272.XA
Authority: CN
Inventors: 李炯; 胡凯乐; 邢培康; 何子南
Original assignee: Industrial and Commercial Bank of China Ltd ICBC
Current assignee: Industrial and Commercial Bank of China Ltd ICBC
Priority date: 2021-03-31
Filing date: 2021-03-31
Publication date: 2021-05-28
Anticipated expiration: 2041-03-31
Also published as: CN112862374B

Abstract

One aspect of the present disclosure provides a customer service representative pushing method, including: calling customer service event information related to a user according to a service handling request of the user; determining a customer service representative corresponding to the service handling request through the customer service event information; pushing the customer service representative to the user to realize direct business contact between the customer service representative and the user; wherein, in determining the service representative corresponding to the service handling request through the service event information, the method comprises the following steps: determining the service priority of the service handling request of the user according to the customer service event information; and determining a customer service representative according to the service priority. Therefore, the communication efficiency between the user and the customer service representative can be further improved. In addition, the disclosure also provides a pushing device of a customer service representative, electronic equipment and a computer readable storage medium.

Description

Customer service representative pushing method, device, equipment and medium

Technical Field

The present disclosure relates to the field of computer technologies, and in particular, to a method, an apparatus, a device, and a medium for pushing a customer service representative.

Background

Customer Service (Customer Service) mainly embodies all the elements of integrating and managing Customer interfaces in a preset optimal cost-Service combination based on a value view capable of satisfying the Customer as a guide. In other words, any content that can improve customer satisfaction falls within the scope of customer service.

Generally, customer service can be divided into manual customer service and electronic customer service, wherein the manual customer service provides service for users (i.e. customers) by real service personnel (i.e. customer service representatives), and can be further divided into three types of text customer service, video customer service and voice customer service according to the implementation form of the manual customer service. The character customer service is customer service mainly in a typing chat mode; the video customer service means that the customer service is mainly carried out in a voice video mode; the voice customer service is customer service mainly carried out in a mobile phone form, such as telephone customer service, the telephone customer service is a mode that a customer service representative communicates with a user through a telephone, related problems, suggestions or opinions encountered in the process that the user uses a product or a business, and reminding and notification actively initiated by a service provider and the like can quickly establish a channel for directly communicating with the customer through the telephone customer service, and the voice customer service is convenient and quick and provides great convenience for the customer and the service provider in daily life.

In an application scenario of manual customer service, in order to ensure quality of service provided for a user, a customer service representative usually actively contacts the user in a specific scenario, and informs the user of service conditions related to a user agreement in a text, video or voice manner, such as a scenario of account change notification, due card exchange, questionnaire investigation, product marketing, risk prompt, loan delay, and the like involved in banking. In addition, the user can actively contact a customer service representative to obtain professional service guidance under the condition of specific service requirements, such as the conditions that orders related to banking services are questioned, account use is questioned, products are consulted, account freezing is transacted and other financial services are available. Therefore, in the process of the customer service, the service provider needs to push the customer service representative corresponding to the service to the user, and establish a connection between the customer service representative and the user to provide corresponding service for the user.

Disclosure of Invention

Technical problem to be solved

In order to solve at least one of technical problems existing in the prior art for realizing pairing communication between a customer service representative and a user, the disclosure provides a customer service representative pushing method, a customer service representative pushing device, customer service representative pushing equipment and a customer service representative pushing medium.

(II) technical scheme

One aspect of the present disclosure provides a customer service representative pushing method, including: calling customer service event information related to a user according to a service handling request of the user; determining a customer service representative corresponding to the service handling request through the customer service event information; pushing the customer service representative to the user to realize direct business contact between the customer service representative and the user; wherein, in determining the service representative corresponding to the service handling request through the service event information, the method comprises the following steps: determining the service priority of the service handling request of the user according to the customer service event information; and determining a customer service representative according to the service priority.

According to the embodiment of the disclosure, before obtaining the service event information related to the user according to the service transaction request of the user, the method further includes: establishing at least one business handling record with a user; and determining the customer service event information according to at least one service handling record.

According to the embodiment of the disclosure, in calling the customer service event information related to the user according to the service transaction request of the user, the method comprises the following steps: generating an interactive application selection based on the service handling request; and calling customer service event information according to the interactive application selection.

According to the embodiment of the disclosure, the determining the service priority of the service transaction request of the user according to the customer service event information comprises the following steps: acquiring the type of a service event of a service handling request; and determining the service priority of the service handling request according to the service event type and the priority rule.

According to the embodiment of the disclosure, determining the service priority of the service transaction request of the user according to the customer service event information further includes: acquiring the service processing state of each service processing record in at least one service processing record in the service event information; and performing priority sequencing on at least one service handling record according to the service handling state of each service handling record to determine a priority rule.

According to the embodiment of the disclosure, in determining the representative corresponding to the service handling request through the service event information, the method further includes: determining the current service state of a customer service representative through the customer service event information; and determining a customer service representative according to the current service state.

According to the embodiment of the disclosure, in determining the representative corresponding to the service handling request through the service event information, the method further includes: generating customer service flow selection according to the current service state; and selecting and updating the customer service representative according to the customer service flow.

According to the embodiment of the disclosure, in pushing a customer service representative to a user to realize direct business communication between the customer service representative and the user, the method comprises the following steps: establishing an event communication relationship between a customer service representative and a user; and pushing the customer service representative to the user according to the event communication relation.

According to the embodiment of the disclosure, after pushing the customer service representative to the user according to the event communication relationship, the method further includes: generating customer service interaction selection according to the event communication relation; and realizing direct business communication between the customer service representative and the user based on customer service interaction selection.

Another aspect of the present disclosure provides a customer service representative pushing device, which includes an information retrieving module, a customer service determining module, and a customer service pushing module. The information calling module is used for calling customer service event information related to the user according to the service handling request of the user; the customer service determining module is used for determining a customer service representative corresponding to the service handling request through the customer service event information; the customer service pushing module is used for pushing the customer service representative to the user so as to realize direct business contact between the customer service representative and the user; the customer service determining module comprises a priority determining unit and a customer service determining unit, wherein the priority determining unit is used for determining the service priority of the service handling request of the user according to the customer service event information; and the customer service determining unit is used for determining a customer service representative according to the service priority.

According to the embodiment of the disclosure, the device further comprises a record establishing module and an information determining module, wherein the record establishing module is used for establishing at least one business handling record with the user; the information determining module is used for determining the customer service event information according to at least one service handling record.

According to the embodiment of the disclosure, the information retrieval module comprises an interaction selection generation unit and an information retrieval unit, wherein the interaction selection generation unit is used for generating an interaction application selection based on a service handling request; and the information calling unit is used for calling the customer service event information according to the selection of the interactive application.

According to an embodiment of the present disclosure, the priority determination unit includes an event acquisition subunit and a priority determination subunit. The event acquisition subunit is used for acquiring the service event type of the service handling request; the priority determining subunit is used for determining the service priority of the service handling request according to the service event type and the priority rule.

According to an embodiment of the present disclosure, the priority determination unit further includes a status acquisition subunit and a rule establishment subunit. The state acquisition subunit is used for acquiring the service processing state of each service processing record in at least one service processing record in the customer service event information; the rule establishing subunit is configured to perform priority ordering on at least one service transaction record according to the service processing state of each service transaction record, so as to determine a priority rule.

According to the embodiment of the disclosure, the customer service determining module further comprises a state determining unit, wherein the state determining unit is used for determining the current service state of the customer service representative through the customer service event information; the customer service determining unit is also used for determining a customer service representative according to the current service state.

According to the embodiment of the disclosure, the customer service determination module further comprises a flow selection unit and a customer service updating unit. The flow selection unit is used for generating customer service flow selection according to the current service state; and the customer service updating unit is used for selecting and updating the customer service representative according to the customer service flow.

According to the embodiment of the disclosure, the customer service pushing module comprises a relationship establishing unit and a customer service pushing unit. The relationship establishing unit is used for establishing an event communication relationship between the customer service representative and the user; and the customer service pushing unit is used for pushing the customer service representative to the user according to the event communication relation.

According to the embodiment of the disclosure, the customer service pushing module further comprises a customer service selecting unit and a communication establishing unit. The customer service selection unit is used for generating customer service interaction selection according to the event communication relation; the communication establishing unit is used for realizing direct business communication between the customer service representative and the user based on customer service interaction selection.

Another aspect of the present disclosure provides an electronic device comprising one or more processors and memory; the memory is used for storing one or more programs, wherein the one or more programs, when executed by the one or more processors, cause the one or more processors to implement the method of the embodiments of the present disclosure.

Another aspect of the present disclosure provides a computer-readable storage medium storing computer-executable instructions that, when executed, implement the method of embodiments of the present disclosure.

Another aspect of the present disclosure provides a computer program comprising computer executable instructions that when executed perform the method of embodiments of the present disclosure.

(III) advantageous effects

Drawings

For a more complete understanding of the present disclosure and the advantages thereof, reference is now made to the following descriptions taken in conjunction with the accompanying drawings, in which:

FIG. 1 schematically illustrates an exemplary system architecture in which a push method of a customer service representative may be applied, according to an embodiment of the disclosure;

FIG. 2A schematically illustrates a flow diagram of a method of pushing by a customer service representative according to an embodiment of the disclosure;

FIG. 2B schematically illustrates a flow diagram of a representative of customer service determination method according to one embodiment of the present disclosure;

FIG. 3A schematically illustrates a flow chart of a method of determining customer service event information according to an embodiment of the present disclosure;

FIG. 3B schematically illustrates an application scenario diagram of a method of determining customer service event information according to an embodiment of the present disclosure;

FIG. 3C is a diagram schematically illustrating another application scenario of a method for determining customer service event information, according to an embodiment of the present disclosure;

FIG. 3D schematically illustrates another application scenario diagram of a method for determining customer service event information according to an embodiment of the present disclosure;

FIG. 4A schematically illustrates a flow diagram of a method of retrieving customer service event information, according to an embodiment of the present disclosure;

FIG. 4B schematically illustrates a flow chart of a method for updating a customer service representative according to an embodiment of the present disclosure;

FIG. 4C schematically illustrates a flow chart of a method of communication by a customer service representative according to an embodiment of the present disclosure;

FIG. 4D schematically illustrates an application scenario diagram of a determination-communication method of a customer service representative according to an embodiment of the present disclosure;

FIG. 5 schematically illustrates an exemplary architecture of a push device of a customer service representative according to an embodiment of the disclosure;

FIG. 6A schematically illustrates a flow diagram of a method of pushing by a customer service representative according to another embodiment of the disclosure;

FIG. 6B schematically illustrates a flow diagram of a representative of customer service determination method according to another embodiment of the present disclosure;

FIG. 7 schematically illustrates a flow chart of a method of determining customer service event information according to another embodiment of the present disclosure;

fig. 8A schematically illustrates a flow chart of a method of traffic priority determination according to another embodiment of the present disclosure;

FIG. 8B schematically illustrates a flow chart of a method of retrieving customer service event information according to another embodiment of the present disclosure;

FIG. 8C schematically illustrates a flow chart of a method for updating a customer service representative according to another embodiment of the present disclosure;

FIG. 8D schematically illustrates a flow chart of a method of communication by a customer service representative according to another embodiment of the disclosure;

FIG. 9 schematically illustrates an exemplary architecture of a push device of a customer service representative according to another embodiment of the disclosure;

FIG. 10 schematically shows a block diagram of an electronic device according to an embodiment of the disclosure.

Detailed Description

Hereinafter, embodiments of the present disclosure will be described with reference to the accompanying drawings. It should be understood that the description is illustrative only and is not intended to limit the scope of the present disclosure. In the following detailed description, for purposes of explanation, numerous specific details are set forth in order to provide a thorough understanding of the embodiments of the disclosure. It may be evident, however, that one or more embodiments may be practiced without these specific details. Moreover, in the following description, descriptions of well-known structures and techniques are omitted so as to not unnecessarily obscure the concepts of the present disclosure.

The terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the disclosure. The terms "comprises," "comprising," and the like, as used herein, specify the presence of stated features, steps, operations, and/or components, but do not preclude the presence or addition of one or more other features, steps, operations, or components.

All terms (including technical and scientific terms) used herein have the same meaning as commonly understood by one of ordinary skill in the art unless otherwise defined. It is noted that the terms used herein should be interpreted as having a meaning that is consistent with the context of this specification and should not be interpreted in an idealized or overly formal sense.

Where a convention analogous to "at least one of A, B and C, etc." is used, in general such a construction is intended in the sense one having skill in the art would understand the convention (e.g., "a system having at least one of A, B and C" would include but not be limited to systems that have a alone, B alone, C alone, a and B together, a and C together, B and C together, and/or A, B, C together, etc.).

Some block diagrams and/or flow diagrams are shown in the figures. It will be understood that some blocks of the block diagrams and/or flowchart illustrations, or combinations thereof, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, or other programmable data processing apparatus, such that the instructions, which execute via the processor, create means for implementing the functions/acts specified in the block diagrams and/or flowchart block or blocks. The techniques of this disclosure may be implemented in hardware and/or software (including firmware, microcode, etc.). In addition, the techniques of this disclosure may take the form of a computer program product on a computer-readable storage medium having instructions stored thereon for use by or in connection with an instruction execution system.

In the prior art, for manual customer service, for a scenario in which a customer service representative of a service provider actively contacts a user and the user actively contacts the customer service representative to perform business-related processing, the following problems generally occur:

(1) for the customer service representative to actively communicate with the user (such as making a call, sending a short message for reminding and the like), the user is difficult to distinguish the authenticity. If the content in the phone is trusted, software number change fraud can be encountered, so that the user assets are lost; if the content in the phone is not trusted, the account risk mentioned in the customer service call does exist, which also results in loss of user assets.

(2) In the process of carrying out active business communication for a user by a customer service representative, the situations that the user misses a call or the information is missed, and the like often occur, the user cannot know the purpose of the incoming call of the customer service, and the user is difficult to get through to the original initiative after dialing back; the customer service communication efficiency is reduced due to the fact that the customer service representative of the notice is contacted.

(3) If the user and the customer service representative have accidents during the communication connection period, such as telephone hang-up or network disconnection, the user is difficult to quickly contact the customer service representative originally serving the user, the same problems as the previous communication are repeatedly described with the new customer service representative, and the customer service communication efficiency is poor.

(4) If the user and the customer service representative have too many contacts or too many feedback problems, the user is difficult to quickly contact the customer service representative originally serving the user, and meanwhile, the customer service is difficult to efficiently locate the problem to be fed back by the user, which is the same as the problem of repeated description and communication of the customer service, so that the communication efficiency is poor.

In order to solve at least one of technical problems existing in the prior art for realizing push communication between a customer service representative and a user, improve communication efficiency between the customer service representative and the user, and improve user experience, the disclosure provides a customer service representative push method, a customer service representative push device, customer service representative push equipment and a customer service representative push medium.

It should be noted that the customer service representative pushing method and apparatus in the embodiments of the present disclosure may be applied to the technical field of information security and the technical field of internet of things, and may also be applied to any fields other than the technical field of information security and the technical field of internet of things, such as the field of financial services.

it should be noted that fig. 1 is only an application example to which the embodiment of the present disclosure may be applied to help those skilled in the art understand the technical content of the present disclosure, but does not mean that the push method of the customer service representative of the embodiment of the present disclosure may not be used in other devices, systems, environments or scenarios.

As shown in fig. 1, the system architecture 100 according to this embodiment may include a data request system 110, and a server system 120 that establishes data communication with the data request system 110, wherein the server system includes servers M, 121, 122, 123, 124, and 125 that establish a push channel of a customer service representative with the data request system 110, and wherein the server M is a main access server and may obtain instruction information from a user. The

servers

121, 122, 123, 124 and 125 are secondary access servers, and the data request system 110 and the servers M, 121, 122, 123, 124 and 125 can be implemented based on an internal cloud network server C. Alternatively, when the main server M of the servers M, 121, 122, 123, 124 and 125 is a network server, that is, an intranet of the other

terminal devices

111, 112, 113, 114 and 115, the main server M of the server system 120 may be located in an extranet. At this time, the cloud network server C is used here as a medium for providing communication links between the other

terminal devices

111, 112, 113, 114 and 115. The push channel of the customer service representative between the server system 120 and the plurality of terminal devices may particularly be implemented by various communication connection types, such as wired, wireless communication links, or fiber optic cables, among others.

It should be noted that, according to the embodiment of the present disclosure, the

servers

121, 122, 123, 124, and 125 may implement a seamless interconnection.

The user may use the

terminal devices

111, 112, 113, 114 and 115 to interact with the server system 120 to receive or send messages or the like to enable pushing or handling of customer service representatives, in particular with respect to accessing databases in the main server M in the server system. For example, the terminal device 111 sends service data to the terminal device 112, and after receiving a data request from the terminal device 111, the server system 120 performs forwarding processing on the corresponding service data, and encrypts the service data according to specific requirements, so that the service data finally reaching the terminal device 112 is ensured. Various messenger client applications, such as management-type applications, web browser applications, search-type applications, instant messaging tools, mailbox clients, social platform software, etc. (by way of example only) may be installed on

terminal devices

111, 112, 113, 114, and 115.

The

terminal devices

111, 112, 113, 114, and 115 may be various electronic devices having display screens and supporting web browsing, including but not limited to smart phones, tablet computers, laptop and desktop computers, and various types of application servers, and so on.

The server system 120 may include various types of firewalls that provide various services, such as filtering-type firewalls (by way of example only) that provide support for websites browsed by users using the

terminal devices

111, 112, 113, 114, and 115. The filtering firewall can analyze and process the received data such as the user request, analyze the data based on the address of the data source, the protocol type and other mark characteristics, and determine whether the data can pass through, so that unsafe factors are filtered or blocked.

It should be noted that the pushing method of the customer service representative provided by the embodiment of the present disclosure may be generally executed by the server system 120. Accordingly, the push device of the customer service representative provided by the embodiments of the present disclosure may be generally disposed in the server system 120. The push method of the customer service representative provided by the embodiment of the present disclosure may also be performed by other server systems 120 different from the server system 120 and capable of communicating with the

terminal devices

111, 112, 113, 114, and 115 and/or the server system 120. Accordingly, the push device of the customer service representative provided by the embodiment of the present disclosure may also be disposed in other server systems different from the server system 120 and capable of communicating with the

terminal devices

111, 112, 113, 114, and 115 and/or the server system 120.

It should be understood that the number of terminal devices and servers in fig. 1 is merely illustrative. Any number of terminal devices and servers may be provided according to implementation needs.

Example 1

The following describes in further detail a pushing method for a customer service representative, a pushing device for a customer service representative, an electronic device, and a computer-readable storage medium, with reference to fig. 2A to 5 and 10.

FIG. 2A schematically illustrates a flow diagram of a method of pushing by a customer service representative according to an embodiment of the disclosure; FIG. 2B schematically illustrates a flow diagram of a representative of customer service determination method according to an embodiment of the disclosure.

As shown in fig. 2A and 2B, an aspect of the present disclosure provides a customer service representative push method, which includes steps S201 to S203.

In step S201, according to a service transaction request of a user, service event information related to the user is called;

in step S202, a customer service representative corresponding to the service handling request is determined through the customer service event information;

in step S203, the customer service representative is pushed to the user, so as to implement direct business communication between the customer service representative and the user.

The service transaction request may be request information related to service transaction, such as account transaction freezing, service transaction consultation, and phone contact request, which is actively initiated by the user to the service provider. The service transaction request may also include request information related to software technology for implementing service transaction, such as that a transfer page cannot be opened, an application account is logged in overtime, and the like.

The service event information is related business transaction information which occurs before the business transaction request of the user, and can be understood as summary content of record information of business transaction, such as historical customer service details. And if the service transaction request of the user is the first service contact communication, the service event information is null. In addition, the user can also verify the authenticity of the customer service active communication by inquiring the customer service event information.

In order to ensure that the user can complete his business transaction smoothly and achieve the expected business transaction effect, the user may initiate a data request, i.e. a business transaction request, to the server system 120 shown in fig. 1 through application software (e.g. app, applet, public number, etc.) of the

terminal device

111, 112, 113, 114 or 115 in the data request system 110 shown in fig. 1. After receiving the service transaction request from the user, the server system 120 may call the service event information related to the user according to the account information (e.g., name, identification number, etc.) of the user. The server system 120 needs to execute the process contents in steps S201-S203, which is not described herein.

The customer service representative is professional personnel such as service personnel and technicians, i.e. manual customer service, which can perform direct service communication (such as communication forms of telephone, text and video) with the user on behalf of the service provider and realize service handling requests of the user. And determining a corresponding customer service representative based on the customer service event information corresponding to the user, wherein the customer service representative can better realize the transaction work related to the service transaction request of the user, so that the service transaction expectation of the user is better realized, and the user experience is improved. In the case that the service event information is empty, a service representative can be determined based on the service requirement in the service handling request, such as pushing a service representative related to the service type of the service handling request.

And finally, pushing the determined customer service representative to the user based on a correspondingly preset pushing mechanism, so as to realize direct business communication between the customer service representative and the user.

As shown in FIG. 2B, the step S202 of determining the representative corresponding to the service transaction request by the service event information includes steps S210-S220.

In step S210, determining a service transaction record of a user within a preset time range through the customer service event information;

in step S220, a customer service representative is determined according to the service transaction record.

The service event information may be formed by accumulating at least one service transaction record, wherein the service transaction record is different from the current service transaction request, and is record information related to the completed or ongoing service transaction based on at least one of the history records, such as record contents generated in one service transaction event and formed by the service type, abstract, detailed information, communication or transaction time, transaction state, number of service representative, recording and the like related to the service transaction. Wherein, the recording can realize the text recognition to record the communication details.

Specifically, the service handling record may further include user evaluation information of the user personality, attitude, mood, and the like by the customer service representative, so as to be conveniently matched with the customer service representative to which the user evaluation information of the user is adapted, thereby improving the customer service communication satisfaction and improving the user experience.

The preset time range may be a selection range of historical service handling time preset with respect to the time of the current service handling request, for example, if the service handling record related to the service handling of the user is determined within 24 hours according to the time of the current service handling request, the 24 hours may be used as a preset time range, wherein the preset time range may be within one week, one month or even one year, and may be specifically set according to whether the service time information is empty within the corresponding time range. Namely, when the customer service time information is empty in the set time range, the size of the preset time range is automatically expanded.

According to the business handling record in the preset time range, a customer service representative performing business communication handling with the user in the historical record can be determined, and accordingly the historical customer service representative can be pushed to the user, so that the user can continue business handling communication with the user.

It should be noted that the service handling record may further include service evaluation information of the user for the historical service representative, such as satisfaction, opinion, suggestion, attitude, character and other related evaluation contents of the historical service representative, so that, based on the service evaluation information, even if the historical service representative is determined, the user may independently select whether to perform processing of the current service handling request by the historical service representative, or may automatically select the historical service representative and the new service representative for the user to perform processing, and if the service evaluation information left by the user is not good, preferentially push other service representatives to the user instead of the historical service representative. The historical customer service representative is a customer service representative who has business handling communication with the user before.

Therefore, the pushing method of the customer service representative disclosed by the invention can be used for positioning the historical communication situation by inquiring and calling the customer service event information such as the historical customer service details, and the like, so that the user can be provided with the verification of the authenticity of the incoming call under the condition that the service handling request communication is initiated again by checking or selecting the corresponding record, the re-interaction between the initiating user and the historical customer service representative is supported, the communication efficiency between the user and the customer service representative is improved, and the user experience is improved.

FIG. 3A schematically illustrates a flow chart of a method of determining customer service event information according to an embodiment of the present disclosure; FIG. 3B schematically illustrates an application scenario diagram of a method of determining customer service event information according to an embodiment of the present disclosure; FIG. 3C is a diagram schematically illustrating another application scenario of a method for determining customer service event information, according to an embodiment of the present disclosure; fig. 3D schematically illustrates another application scenario diagram of the method for determining customer service event information according to an embodiment of the present disclosure.

As shown in fig. 3A-3C, according to the embodiment of the present disclosure, before acquiring the service event information related to the user according to the service transaction request of the user in step S201, the method further includes steps S301 to S302.

In step S301, at least one service transaction record with the user is established;

in step S302, the service event information is determined according to at least one service transaction record.

The establishment of the business transaction record with the user has the following two conditions:

(1) the user actively contacts the customer service representative for the first time, which may specifically refer to the application scenario implemented in fig. 3B, which includes the process steps S311 to S316, specifically taking telephone communication as an example.

In step S311, when the user has a need to contact a customer service representative (i.e., a service provider), a situation may occur in which the user actively makes a call to the service for the first time, such as a question about an order, a question about account usage, a question about product consultation, and a financial transaction for account blocking. At this time, the server system of the service provider receives the first transaction request of the user.

In step S312, in the process of first service handling request, the service provider answers the user' S phone call, which is equivalent to receiving the first service handling request, and classifies the service according to the service type of the consultation service problem and the like, and allocates and connects the customer service representative according to the voice prompt and other manners.

In step S313, the server system creates the record information of the user' S incoming call, i.e., the basic information forming the business transaction record, such as the time of the incoming call, the ID of the customer service representative, and the like.

In step S314, the customer service representative answers the incoming call of the user to establish a communication with the user, knows the requirements of the user, and provides and completes corresponding service to the user.

In step S315, during the communication or after the communication is completed, the customer service representative may further improve the incoming call condition of the user in the basic information of the service transaction record, including the type of the incoming call, the abstract of the main content, the detailed information, and the like, to form a service transaction record.

In step S316, the server system records the complete telephone communication information, and creates the service event information to record the complete information related to the call record, where the service event information may include the user' S incoming call or transaction number, communication time and duration, service transaction status, service representative number, telephone type, abstract related to main content, detailed information, and recording, and the communication details may be recorded by performing text recognition through recording. The service event information may form an original service event ID of the first service transaction record according to the record content, and the original service event ID is used as an identifier of the service transaction record, so as to distinguish the service transaction record from other service transaction records, which is specifically shown in table 1 below. The information contents shown in table 1 may be provided only to a customer service representative for inquiry.

TABLE 1

(2) The customer service representative actively contacts the user for the first time, which may specifically refer to the application scenario implemented in fig. 3C, which includes the steps S321-S326, specifically taking telephone communication as an example.

In step S321, when the service provider has a requirement to actively contact the user, such as a financial transaction condition including account movement notification, card exchange due, questionnaire investigation, product marketing, risk prompt, loan delay, etc., a scenario may occur in which the service provider actively contacts the user for the first time.

In step S322, in a specific scenario where the service information of the user meets the above specified conditions, the service provider may notify the service related to the user agreement to the user by telephone, and generate a telephone communication request to form a record of the to-be-dialed call.

In step S323, the customer service representative acquires the record of the call to be made assigned by the server system.

In step S324, according to the record of the call to be dialed, the customer service representative dials the call of the corresponding user, and records the call condition, such as the type of the incoming call, the abstract of the main content, the detailed information, and the like, to form a first service transaction record.

In step S325, the user receives the call made by the customer service representative and establishes a telephone communication.

In step S326, the server system records the complete telephone communication information, and creates the service event information to record the complete information related to the call record, where the service event information may include the user' S incoming call or transaction number, communication time and duration, service transaction status, service representative number, telephone type, abstract related to main content, detailed information, and recording, and the communication details may be recorded by performing text recognition through recording. The service event information may form an original service event ID of the first service transaction record according to the record content, and the original service event ID is used as an identifier of the service transaction record to distinguish the service transaction record from other service transaction records, which is specifically excluded from table 1.

According to the implementation scenario of the first contact and communication in steps S3211-S316 and steps S321-S326, a first service transaction record with the user may be established, and if the corresponding process is repeated, multiple service transaction records may be implemented. And obtaining a plurality of service event IDs according to each service transaction record, wherein the service event information can be formed by the service time IDs and the record content of the corresponding service transaction record so as to determine the service event information.

As shown in fig. 3C, based on the above steps S321 to S326, an application scenario in which the customer service representative actively contacts the user may be implemented, but in this scenario, a situation that the user misses a call may occur, that is, in step S325, the user and the customer service representative do not establish a phone communication connection. However, the user may question the authenticity indication of the telephone communication in step S325.

In this case, the user needs to judge whether or not the incoming call of the customer service representative is true or false regardless of whether the user receives the incoming call or misses the incoming call. Based on the requirement, an application scenario as shown in fig. 3D may be formed, which includes the process steps S331-S334, and specifically still take telephone communication as an example.

In step S331, if the user suspects the content of the phone after answering the phone call or missing the phone call, an inquiry and verification request for the authenticity inquiry can be initiated. The user can directly log in the server system through application program channels such as APP, applets, public numbers and the like, customer service communication records are inquired, and key information of a user inquiry and application interface is obtained.

In step S332, the server system receives the query verification request of the user.

In step S333, the server system presents the user telephone communication list, such as the specific content of the customer service event information shown in table 1, which may include specific information such as telephone date, specific incoming time, customer service representative number, incoming flag, telephone type, and abstract, to the user.

In step S334, the user may determine the authenticity of the phone according to the displayed record, may initially determine the purpose of the service provider to contact according to the type of the incoming call, and click the button provided beside the details of the service, initiate an interactive application, select "contact the customer service representative immediately", and "please contact me". The overall flow may refer to steps S311 to S316 and steps S321 to S326.

In the scenario that the customer service representative actively contacts the user, even if the user misses a call, the server system records complete telephone communication information, and establishes information such as the customer service event ID and the like to form a service transaction record.

Therefore, in step S302, determining the service event information according to at least one service transaction record further includes: and determining the customer service event information according to at least one service transaction record and the query verification request, and particularly determining the true or false condition of the customer service event information. Therefore, the method of the embodiment of the disclosure can realize the authenticity verification in the corresponding business handling process, ensure the safety of user data, and improve the user experience.

FIG. 4A schematically illustrates a flow diagram of a method of retrieving customer service event information, according to an embodiment of the present disclosure; FIG. 4B schematically illustrates a flow chart of a method for updating a customer service representative according to an embodiment of the present disclosure; FIG. 4C schematically illustrates a flow chart of a method of communication by a customer service representative according to an embodiment of the present disclosure; fig. 4D schematically illustrates an application scenario diagram of a customer service representative determination-communication method according to an embodiment of the present disclosure.

The application scenario shown in fig. 4D includes a flow step S411 to a step S4110, which may be used to describe the method flows shown in fig. 4A to fig. 4C corresponding to fig. 2A and fig. 2B, and specifically still take telephone communication as an example.

As shown in fig. 4A, according to the embodiment of the present disclosure, in the step S201, the step S401-step S402 is included in retrieving the customer service event information related to the user according to the service transaction request of the user.

In step S401, an interactive application selection is generated based on the service transaction request;

in step S402, customer service event information is retrieved according to the selection of the interactive application.

The flow steps S411 to S415 and S418 in the application scenario shown in fig. 4D may be used for the description of the method flow shown in fig. 4A.

In step S411, the user logs in the server system through channels such as app, applet, and public number to query a service transaction record between the service representative and the server system, and key information of a user query and application interface is obtained.

In step S412, the server system obtains the query request of the user and uses the query request as a service transaction request of the user.

In steps S413 and S414, the server system displays a communication list formed by the service transaction records of the telephone communication to the user, provides corresponding customer service details, and forms interactive information (i.e., interactive application selection) on an interactive interface of the terminal device of the user according to the customer service details and the service transaction records, such as a selection button or a text connection, so that the user can actively initiate an interactive application selection, such as "contact customer service representative" or "contact me", i.e., the interactive application selection may be selection information of an interactive application embodied in the form of text, buttons, etc., as shown in table 2 below, and may be provided only for the user to query.

TABLE 2

In step S415 and step S418, based on the selection of the interactive application, the server system forms service event information by arranging the historical service transaction records in reverse order, wherein the service event information may include transaction date, specific time, service representative number, incoming call sign, phone type, abstract and other information in the process of the historical service transaction records.

Therefore, the service event information can be determined, so that the subsequently determined service representative can be more matched and related with the service handling request of the user.

As shown in fig. 4B, according to the embodiment of the disclosure, the step S410-step S420 are further included in determining the representative corresponding to the service transaction request through the service event information in step S202.

In step S410, determining a current service state of the customer service representative through the customer service event information;

in step S420, a customer service representative is determined according to the current service state.

The flow of steps S415-S416 in the application scenario shown in fig. 4D may be used to describe the method flow shown in fig. 4B.

In step S415, the server system may register the incoming call of the user and establish a relationship between the service event ID and the service event ID in the service event information according to the selection of the user' S interaction application, that is, determine the original service representative related to the service transaction of the user, as shown in table 1, if the matched service event ID is 2021020712345600001, the service representative number of the corresponding service representative is 123456. And meanwhile, the information (telephone number, service type, service event information and the like) related to the service handling of the user is matched with the service representative who has the similar service or other similar information contact with the user and is matched with the service event ID according to the relationship, so that the service representative can actively review the related event condition in advance. In addition, the server system can synchronously call a telephone dialing program of the user terminal equipment through channels such as apps, applets or public numbers, and the like, so that a user can call customer service.

Therefore, the original customer service representative can be determined to the user, and the customer service representative can quickly grasp the historical service handling condition of the user, so that the contact efficiency in the actual communication process is further improved.

In addition, after the customer service representative number of the customer service representative is determined through the customer service event information, the current service state of the customer service representative corresponding to the customer service representative number, such as "busy", "away", "busy", and "idle" states, needs to be determined, and the current service state can be updated in real time according to the working state of each customer service representative.

After confirming the customer service representative with the number corresponding to the business handling record, whether the customer service representative continues to perform contact communication can be determined according to the current service state of the customer service representative. For example, if the user is in the idle standby state, the user representative can be directly determined, if the user is in the busy state, the user representative can be determined and waiting operation can be performed, and if the user is in the off-duty state, a new user representative needs to be switched and updated to be arranged for the user.

In step S416, in a settable time range, the incoming call of the customer is received, and the associated customer service representative is preferentially matched according to the "relationship between the user number and the customer service event ID" registered by the system. The first priority is the original customer service representative associated with the user and the service handling request, and the customer service representative communicates with the user in the historical service handling record or handles similar service events.

Therefore, the customer service representative in historical communication related to the user service handling request can be determined, and the current service state of the customer service representative can be considered at the same time, so that the user has richer choices and better experience.

As shown in fig. 4B, according to the embodiment of the disclosure, the step S430-step S440 is further included in the step S202 of determining the representative corresponding to the service transaction request through the service event information.

In step S430, a customer service flow selection is generated according to the current service state;

in step S440, the customer service representative is selected and updated according to the customer service flow.

The flow of steps S416-S418 in the application scenario shown in fig. 4D may be used to explain the method flow shown in fig. 4B.

Referring to step S416, the second priority is the other customer service representatives whose IDs selected by the user are queried by associating IDs, such as busy customer service representatives, and the user is prompted to select "wait", "transfer to other customer service representatives", or "contact the user again at the idle time of the customer service representative", with respect to the first priority.

In step S417, if the original customer service representative is not successfully connected in the foregoing step, the process of customer service flow selection is entered, for example, the process of continuing to wait and the customer service representative updating selection is performed, and according to the corresponding selection content such as "waiting to connect the original customer service representative", or "switching to another customer service representative", or "the customer service representative is in idle time to contact the user", the process of switching to another customer service representative is implemented, and the updating determination of the new customer service representative is completed. And during the updating process, the optimal customer service representative matching is still carried out according to the event type associated with the user service processing request.

In step S418, if the customer service flow is selected according to the customer service flow selected by the user, such as "wait for customer service representative to contact me when it is idle", the original customer service representative will continue to contact the user when the current service status of the original customer service representative is updated to "idle".

Therefore, the method and the system can enable the customer service representative of the user to be determined to have more various choices, effectively improve the communication efficiency between the user and the customer service representative (including the determined updated customer service representative and the original customer service representative), and improve the user experience.

As shown in fig. 4C, in step S203, pushing the customer service representative to the user to implement direct business communication between the customer service representative and the user according to the embodiment of the disclosure, includes steps S403-S404.

In step S403, establishing an event communication relationship between the customer service representative and the user;

in step S404, the customer service representative is pushed to the user according to the event communication relationship.

The process step S419 in the application scenario shown in fig. 4D may be used to explain the method flow shown in fig. 4C.

In step S419, if it is determined that the original customer service representative or the new customer service representative has made a call or actively makes a call to the user, the server system actively associates the customer service event ID of the customer service event information corresponding to the service handling request with the user and the corresponding customer service representative to establish an event communication relationship, and pushes the detail information of the queried customer service event ID to the customer service representative, so that the customer service representative can actively review and grasp the user' S requirements in advance, and provide efficient and targeted services. And pushing the customer service representative to the user according to the event communication relation, and selecting whether to further contact and communicate with the pushed customer service representative by the user.

The event communication relation is used for determining the corresponding relation between the service handling request of the user and the determined customer service representative, and determining the determined communication content between the customer service representative and the user, so that the customer service representative and the user can know each other conveniently, the customer service representative can quickly determine the related content of the service handling request of the user before contact communication, and the communication efficiency is improved.

As shown in fig. 4C, according to the embodiment of the disclosure, after the customer service representative is pushed to the user according to the event communication relationship in step S404, steps S405 to S406 are further included.

In step S405, generating a customer service interaction selection according to the event communication relation;

in step S406, based on the customer service interaction selection, direct business communication between the customer service representative and the user is realized.

In another embodiment of the present disclosure, a communication relationship between the customer service representative and the user is determined according to the defined event communication relationship, so as to further improve the customer service communication efficiency, and it may also be considered to provide a customer service interaction selection for the customer service representative, if the updated new customer service representative needs to browse the historical service transaction record of the user for a certain time, the customer service interaction selection may be "five minutes later" or "information needs to be confirmed", and is correspondingly fed back to the user, so that the user knows the current communication progress of the new customer service representative. Further, direct business communication between the customer service representative and the user can be realized according to the customer service interaction selection.

It should be further noted that, as shown in fig. 4A-4D, in step S4110, the service representative provides service communication service, and simultaneously registers the current service transaction record related to the service transaction request, and updates the service event information shown in table 1, specifically, the new service event ID and its corresponding complete information are established, including information such as incoming call number, communication time, number of the service representative, phone type, abstract, detailed information, and recording.

Therefore, the server system registers a service transaction request of a user and establishes a relation with the customer service event information according to the selection of the user, the server system initiates automatic notification to a related customer service representative according to the relation, if the user selects 'contact me' or 'the customer service representative contacts the user at the idle time', the system actively pushes a call request to be dialed to the customer service representative, and pushes the related information of the customer service event ID related to the user to the customer service representative to establish an event communication relation, and the customer service representative initiates call contact when the customer service representative is idle. The original customer service representative preferably contacts the user, and if the current service state of the original customer service representative is an objective condition such as leaving, leaving work, vacation and the like, the server system needs to automatically allocate a new customer service representative of a related specialty and push the customer service event ID relationship associated with the user to the new customer service representative. Therefore, no matter the original customer service representative or the new customer service representative, the corresponding requirements of the user business handling request can be actively reviewed and mastered in advance according to the customer service event information corresponding to the customer service event ID, and efficient and targeted business communication service is provided.

it should be noted that fig. 5 is only an example of a system architecture 500 to which the embodiments of the present disclosure may be applied to help those skilled in the art understand the technical content of the present disclosure, and does not mean that the embodiments of the present disclosure may not be applied to other devices, systems, environments or scenarios.

Another aspect of the present disclosure provides a customer service representative pushing device 500, which includes an information retrieving module 510, a customer service determining module 520, and a customer service pushing module 530. The information retrieving module 510 is configured to retrieve service event information related to a user according to a service transaction request of the user; the customer service determining module 520 is configured to determine a customer service representative corresponding to the service handling request through the customer service event information; the customer service pushing module 530 is configured to push a customer service representative to a user, so as to implement direct service communication between the customer service representative and the user; the customer service determining module 520 includes a record determining unit and a customer service determining unit. The record determining unit is used for determining the business handling record of the user within a preset time range through the customer service event information; and the service determining unit is used for determining a service representative according to the business handling record.

The information retrieving module 510, the customer service determining module 520, and the customer service pushing module 530 may be respectively configured to implement the methods of steps S201, S202, and S203 in the flow shown in fig. 2A, and the record determining unit and the customer service determining unit may be configured to implement the methods of steps S210 and S220 in the flow shown in fig. 2B, which is not described herein again.

According to an embodiment of the present disclosure, the apparatus further includes a record establishing module and an information determining module. The record establishing module is used for establishing at least one service transaction record with the user before acquiring the customer service event information related to the user according to the service transaction request of the user; the information determining module is used for determining the customer service event information according to at least one service handling record.

The record establishing module and the information determining module may be configured to implement the method of steps S301 and S302 in the flow shown in fig. 3A, which is not described herein again.

According to an embodiment of the present disclosure, the information retrieval module 510 includes an interaction selection generation unit and an information retrieval unit. The interactive selection generating unit is used for generating interactive application selection based on the service handling request; and the information calling unit is used for calling the customer service event information according to the selection of the interactive application.

The interaction selection generating unit and the information retrieving unit may be configured to implement the methods of steps S401 and S402 in the flow shown in fig. 4A, which are not described herein again.

According to an embodiment of the present disclosure, the customer service determination module 520 further includes a state determination unit, configured to determine a current service state of the customer service representative; the customer service determining unit is also used for determining a customer service representative according to the current service state.

The state determining unit and the customer service determining unit may be configured to implement the method of steps S410 and S420 in the flow shown in fig. 4B, which is not described herein again.

According to an embodiment of the present disclosure, the customer service determination module 520 further includes a flow selection unit and a customer service update unit. The flow selection unit is used for generating customer service flow selection according to the current service state; and the customer service updating unit is used for selecting and updating the customer service representative according to the customer service flow.

The process selecting unit and the customer service updating unit may be configured to implement the methods of the process steps S430 and S440 shown in fig. 4B, which are not described herein again.

According to an embodiment of the present disclosure, the customer service pushing module 530 includes a relationship establishing unit and a customer service pushing unit. The relationship establishing unit is used for establishing an event communication relationship between the customer service representative and the user; and the customer service pushing unit is used for pushing the customer service representative to the user according to the event communication relation.

The relationship establishing unit and the customer service pushing unit may be configured to implement the method in steps S403 and S404 of the flow shown in fig. 4C, which is not described herein again.

According to an embodiment of the present disclosure, the customer service pushing module 530 further includes a customer service selecting unit and a communication establishing unit. The customer service selection unit is used for generating customer service interaction selection according to the event communication relation; the communication establishing unit is used for realizing direct business communication between the customer service representative and the user based on customer service interaction selection.

The customer service selecting unit and the communication establishing unit may be configured to implement the method of steps S405 and S406 in the flow shown in fig. 4C, which is not described herein again.

It should be noted that, the embodiment of the pushing device part of the customer service representative is similar to that of the pushing method part of the customer service representative, and the achieved technical effects are also similar, which are not described herein again.

Example 2

A method for pushing a customer service representative, a pushing device for a customer service representative, an electronic device, and a computer-readable storage medium according to another embodiment of the disclosure are further described in detail below with reference to fig. 6A to 10.

FIG. 6A schematically illustrates a flow diagram of a method of pushing by a customer service representative according to another embodiment of the disclosure; FIG. 6B schematically illustrates a flow diagram of a representative of customer service determination method according to another embodiment of the disclosure.

As shown in fig. 6A and 6B, an aspect of the present disclosure provides a customer service representative push method, which includes steps S601 to S603.

In step S601, according to the service handling request of the user, calling the customer service event information related to the user;

in step S602, a customer service representative corresponding to the service handling request is determined through the customer service event information;

in step S603, the customer service representative is pushed to the user to implement direct service contact between the customer service representative and the user; wherein, the step S602 of determining the representative corresponding to the service transaction request by the service event information includes steps S610 and S620.

terminal device

In step S610, determining the service priority of the service handling request of the user according to the customer service event information;

in step S620, a customer service representative is determined according to the service priority.

In the embodiment of the present disclosure, each service transaction event has a corresponding service priority, and specifically, the service priority information established for the service transaction event according to the service type and the processing state corresponding to the service transaction request corresponding to the service transaction event may be determined to be high if a series of service transaction records corresponding to the service transaction request are all of the same service type and the processing state of the service type is "processing", and otherwise, the service priority of the corresponding service transaction request is determined to be low.

Therefore, the corresponding service agent can be preferentially matched to the user according to the service priority of the service handling request, the service agent can generally preferentially match the user according to the service handling record times in the main record formed by the series of service handling records, wherein each service handling record in the series of service handling records is a sub-record in the main record, and if the service type of the new service handling request is also consistent with the service type in the main record, the service handling record corresponding to the service handling request is used as one sub-record in the main record to update the main record. For the relationship between the main record and the sub-record, the contents of table 3 below can be referred to.

Generally, when the number of the sub-records in the main record corresponding to the current service handling request is greater than 1, and the processing state of the main record is in process, it is determined that the priority of the service handling request is high, and the service representative with the largest handling frequency in the main record, that is, the original service representative, is preferentially matched.

Therefore, the pushing method disclosed by the invention can provide a historical customer service detail query function, intelligently sorts historical service records by integrating the conditions of communication times, processing states, corresponding service types and the like, preferentially matches customer service representatives of the original service in the implementation links of service transaction requests such as user query, customer service query, user call making and the like, associates corresponding event records, improves the communication efficiency of service transaction and improves user experience.

FIG. 7 schematically illustrates a flow chart of a method of determining customer service event information according to another embodiment of the present disclosure.

As shown in fig. 7, according to the embodiment of the disclosure, before acquiring the service event information related to the user according to the service transaction request of the user in step S601, steps S701 and S702 are further included.

In step S701, at least one service transaction record with the user is established;

in step S702, service event information is determined according to at least one service transaction record.

The method flows implemented in step S701 and step S702 may specifically refer to the contents described in fig. 3A to fig. 3D, which are not described herein again.

In addition, in step S702, determining the service event information according to at least one service transaction record further includes: and determining the customer service event information according to at least one service transaction record and the query verification request, and particularly determining the true or false condition of the customer service event information. Therefore, the method of the embodiment of the disclosure can realize the authenticity verification in the corresponding business handling process, ensure the safety of user data, and improve the user experience.

Fig. 8A schematically shows a flow chart of a traffic priority determination method according to another embodiment of the present disclosure.

As shown in fig. 8A, according to the embodiment of the present disclosure, in determining the service priority of the service transaction request of the user according to the service event information at step S610, step S801 and step S802 are included.

In step S801, a service event type of the service handling request is acquired;

in step S802, a service priority of the service transaction request is determined according to the service event type and the priority rule.

Corresponding to the service transaction request, the type of the service event required by the user can be determined, and the type of the service event can be specific service transaction contents, such as order consultation, account use problem, product consultation problem, financial service for transaction account freezing and the like. And classifying the service transaction record corresponding to the service transaction request according to the service event type, wherein the service transaction record can be specifically classified into a main record or a sub-record corresponding to the main record.

Accordingly, the priority rule may be a set or generated priority judgment rule to determine the specific priority of the service transaction request. And if the priority is high, preferentially determining that the original customer service representative sends a service processing request to the corresponding processor of the user.

As shown in fig. 8A, according to the embodiment of the disclosure, in determining the service priority of the service transaction request of the user according to the service event information in step S610, step S810 and step S820 are further included.

In step S810, a service processing state of each service transaction record in at least one service transaction record in the service event information is obtained;

in step S820, at least one service transaction record is prioritized according to the service processing status of each service transaction record to determine a priority rule.

The priority rule is a set rule capable of further providing service transaction request priority determination for the service event type. Specifically, when the customer service representative and the user perform customer service event information query, the server system can query the historical telephone communication record according to the ID and the related identity information of the user, and preferentially return the service processing record with the processing state being "processing" according to the processing state and the service type, wherein the processing state is the service processing state corresponding to the service processing record. For the main record with the sub-records simultaneously, the priority ranking is carried out according to the number of incoming calls, the processing state of the main record is preferentially returned to be in processing, and more records are recorded in the sub-records.

When a user dials a customer service call, the system inquires historical incoming call records according to the ID and the identification information of the user, preferentially returns records with a processing state of 'processing', performs priority ranking on the records with communication of the sub-records simultaneously according to the number of incoming calls, preferentially returns the main record processing state to be processing, and preferentially returns more records. The intelligently positioned customer service ID is preferentially matched with a customer service representative associated with the customer service ID, the first priority is that the customer service representative associated with the ID is selected by the user, the second priority is that other customer service representatives inquired by the ID selected by the user through the associated ID are inquired, if the customer service representatives are busy, the user is prompted to select 'waiting', 'transferring to other customer service representatives' or 'the customer service representatives are in idle time and then contact with the user'; if the customer service representative is off duty and leaves and cannot wait, prompting the user to select to transfer to other customer service representatives.

When the service event type corresponding to the service transaction request is the first-appearing service type in the customer service event information of the user, the service transaction record corresponding to the service transaction request can be classified as a main record, such as a main record 1 and a main record 2 shown in the following table 3, and the corresponding processing state is recorded, if the current processing is performed, the processing is performed, and if the current processing is performed, the processing can be performed or the processing is completed. When the service event type corresponding to the service transaction request is a service type that does not appear for the first time in the service event information of the user, the service event type may be classified as a sub-record of the appeared service transaction record, where the appeared service transaction record is a main record, and as shown in table 3 below, the sub-record 1, the sub-record 2, and the sub-record 3 of the main record 1 are provided.

TABLE 3

FIG. 8B schematically illustrates a flow chart of a method of retrieving customer service event information according to another embodiment of the present disclosure; FIG. 8C schematically illustrates a flow chart of a method for updating a customer service representative according to another embodiment of the present disclosure; fig. 8D schematically illustrates a flow chart of a communication method of a customer service representative according to another embodiment of the present disclosure.

As shown in fig. 8B, according to the embodiment of the disclosure, the step S601 of retrieving the service event information related to the user according to the service transaction request of the user includes steps S803 to S804.

In step S803, an interactive application selection is generated based on the service transaction request;

in step S804, the customer service event information is retrieved according to the selection of the interactive application.

The method flow implemented in step S803 and step S804 may specifically refer to the content of step S401 to step S402 described in fig. 4A, which is not described herein again.

As shown in fig. 8C, according to the embodiment of the disclosure, the step S830-step S840 are further included in determining the representative corresponding to the service transaction request through the service event information in step S602.

In step S830, determining a current service state of the customer service representative through the customer service event information;

in step S840, a customer service representative is determined based on the current service status.

The method flow implemented in step S830 and step S840 may specifically refer to the content of step S410-step S420 described in fig. 4B, which is not described herein again.

As shown in fig. 8C, according to the embodiment of the present disclosure, in determining a representative corresponding to the service transaction request through the service event information, steps S850-S860 are further included.

In step S850, a customer service flow selection is generated according to the current service state;

in step S860, the customer service representative is selected and updated according to the customer service flow.

The method flow implemented in step S850 and step S860 may specifically refer to the content of step S430 to step S440 described in fig. 4B, which is not described herein again.

As shown in fig. 8D, in step S603, pushing the customer service representative to the user to implement direct business communication between the customer service representative and the user according to the embodiment of the present disclosure includes step S805 and step S806.

In step S805, an event communication relationship between a customer service representative and a user is established;

in step S806, the customer service representative is pushed to the user according to the event communication relationship.

The method flow implemented in step S805 and step S806 may specifically refer to the content of step S403 to step S404 described in fig. 4C, which is not described herein again.

As shown in fig. 8D, according to the embodiment of the disclosure, after the customer service representative is pushed to the user according to the event communication relationship in step S603, step S807 and step S808 are further included.

In step S807, a customer service interaction selection is generated according to the event communication relationship;

in step S808, based on the customer service interaction selection, direct business communication between the customer service representative and the user is realized.

The method flow implemented in step S807 and step S808 may specifically refer to the content of step S405 to step S406 described in fig. 4C, which is not described herein again.

it should be noted that fig. 9 is only an example of a system architecture 900 to which the embodiments of the present disclosure may be applied to help those skilled in the art understand the technical content of the present disclosure, and does not mean that the embodiments of the present disclosure may not be applied to other devices, systems, environments or scenarios.

Another aspect of the disclosure provides a customer service representative pushing device 900, which includes an information retrieving module 910, a customer service determining module 920, and a customer service pushing module 930. The information retrieving module 910 is configured to retrieve service event information related to a user according to a service transaction request of the user; the customer service determining module 920 is configured to determine a customer service representative corresponding to the service handling request through the customer service event information; the customer service pushing module 930 is configured to push a customer service representative to a user, so as to implement direct business contact between the customer service representative and the user; the customer service determining module 920 comprises a priority determining unit and a customer service determining unit, wherein the priority determining unit is used for determining the service priority of the service handling request of the user according to the customer service event information; and the customer service determining unit is used for determining a customer service representative according to the service priority.

The record establishing module and the information determining module may be configured to implement the methods of step S601, step S602, step S610, and step S620 in the flow shown in fig. 6A-6B, which are not described herein again.

The record establishing module and the information determining module may be configured to implement the methods of steps S701 and S702 in the flow shown in fig. 7, which are not described herein again.

The obtaining subunit and the priority determining subunit may be configured to implement the methods of steps S801 and S802 in the flow shown in fig. 8A, which are not described herein again.

The state obtaining subunit and the rule establishing subunit may be configured to implement the method in steps S810 and S820 shown in fig. 8A, which is not described herein again.

According to an embodiment of the present disclosure, the information retrieving module 910 includes an interaction selection generating unit and an information retrieving unit, where the interaction selection generating unit is configured to generate an interaction application selection based on a service handling request; and the information calling unit is used for calling the customer service event information according to the selection of the interactive application.

The interaction selection generating unit and the information retrieving unit may be configured to implement the method in steps S803 and S804 in the flow shown in fig. 8B, which is not described herein again.

According to an embodiment of the present disclosure, the customer service determining module 920 further includes a state determining unit, where the state determining unit is configured to determine a current service state of the customer service representative through the customer service event information; the customer service determining unit is also used for determining a customer service representative according to the current service state.

The state determining unit and the customer service determining unit may be configured to implement the methods of steps S830 and S840 in the flow shown in fig. 8C, which are not described herein again.

According to an embodiment of the present disclosure, the customer service determination module 920 further includes a flow selection unit and a customer service update unit. The flow selection unit is used for generating customer service flow selection according to the current service state; and the customer service updating unit is used for selecting and updating the customer service representative according to the customer service flow.

The process selecting unit and the customer service updating unit may be configured to implement the methods of the process steps S850 and S860 shown in fig. 8C, which are not described herein again.

According to an embodiment of the present disclosure, the customer service pushing module 930 includes a relationship establishing unit and a customer service pushing unit. The relationship establishing unit is used for establishing an event communication relationship between the customer service representative and the user; and the customer service pushing unit is used for pushing the customer service representative to the user according to the event communication relation.

The relationship establishing unit and the customer service pushing unit may be configured to implement the methods of steps S805 and S806 in the flow shown in fig. 8D, which are not described herein again.

According to the embodiment of the disclosure, the customer service pushing module further comprises a customer service selecting unit and a communication establishing unit. The customer service selection unit is used for generating customer service interaction selection according to the event communication relation; and the communication establishing unit is used for realizing direct business communication between the customer service representative and the user based on customer service interaction selection.

The customer service selecting unit and the communication establishing unit may be configured to implement the methods of steps S807 and S808 in the flow shown in fig. 8D, which are not described herein again.

FIG. 10 schematically shows a block diagram of an electronic device according to an embodiment of the disclosure. The electronic device shown in fig. 10 is only an example, and should not bring any limitation to the functions and the scope of use of the embodiments of the present disclosure.

As shown in fig. 10, a computer system 1000 according to an embodiment of the present disclosure includes a processor 1001 that can perform various appropriate actions and processes according to a program stored in a Read Only Memory (ROM)1002 or a program loaded from a storage section 1008 into a Random Access Memory (RAM) 1003. Processor 1001 may include, for example, a general purpose microprocessor (e.g., a CPU), an instruction set processor and/or associated chipset, and/or a special purpose microprocessor (e.g., an Application Specific Integrated Circuit (ASIC)), among others. The processor 1001 may also include onboard memory for caching purposes. The processor 1001 may include a single processing unit or multiple processing units for performing different actions of a method flow according to embodiments of the present disclosure.

In the RAM 1003, various programs and data necessary for the operation of the system 1000 are stored. The processor 1001, ROM 1002, and RAM 1003 are connected to each other by a bus 1004. The processor 1001 performs various operations of the method flow according to the embodiments of the present disclosure by executing programs in the ROM 1002 and/or the RAM 1003. Note that the programs may also be stored in one or more memories other than the ROM 1002 and the RAM 1003. The processor 1001 may also perform various operations of the method flows according to embodiments of the present disclosure by executing programs stored in the one or more memories.

System 1000 may also include an input/output (I/O) interface 1005, the input/output (I/O) interface 1005 also being connected to bus 1004, according to an embodiment of the present disclosure. The system 1000 may also include one or more of the following components connected to the I/O interface 1005: an input section 1006 including a keyboard, a mouse, and the like; an output section 1007 including a display such as a Cathode Ray Tube (CRT), a Liquid Crystal Display (LCD), and the like, and a speaker; a storage portion 1008 including a hard disk and the like; and a communication section 1009 including a network interface card such as a LAN card, a modem, or the like. The communication section 1009 performs communication processing via a network such as the internet. The driver 1010 is also connected to the I/O interface 1008 as necessary. A removable medium 1011 such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, or the like is mounted on the drive 1010 as necessary, so that a computer program read out therefrom is mounted into the storage section 1008 as necessary.

According to embodiments of the present disclosure, method flows according to embodiments of the present disclosure may be implemented as computer software programs. For example, embodiments of the present disclosure include a computer program product comprising a computer program embodied on a computer readable storage medium, the computer program containing program code for performing the method illustrated by the flow chart. In such an embodiment, the computer program may be downloaded and installed from a network through the communication part 1009 and/or installed from the removable medium 1011. The computer program performs the above-described functions defined in the system of the embodiment of the present disclosure when executed by the processor 1001. The systems, devices, apparatuses, modules, units, etc. described above may be implemented by computer program modules according to embodiments of the present disclosure.

The present disclosure also provides a computer-readable storage medium, which may be contained in the apparatus/device/system described in the above embodiments; or may exist separately and not be assembled into the device/apparatus/system. The computer-readable storage medium carries one or more programs which, when executed, implement the method according to an embodiment of the disclosure.

According to embodiments of the present disclosure, the computer-readable storage medium may be a non-volatile computer-readable storage medium, which may include, for example but is not limited to: a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing. In the present disclosure, a computer readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device. For example, according to embodiments of the present disclosure, a computer-readable storage medium may include the ROM 1002 and/or the RAM 1003 described above and/or one or more memories other than the ROM 1002 and the RAM 1003.

The flowchart and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods and computer program products according to various embodiments of the present disclosure. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of code, which comprises one or more executable instructions for implementing the specified logical function(s). It should also be noted that, in some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. It will also be noted that each block of the block diagrams or flowchart illustration, and combinations of blocks in the block diagrams or flowchart illustration, can be implemented by special purpose hardware-based systems which perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.

Specifically, the computer-readable storage medium may be contained in the apparatus/device/system described in the above embodiments; or may exist separately and not be assembled into the device/apparatus/system.

The computer-readable storage medium carries one or more programs which, when executed, implement a push method for a customer service representative according to an embodiment of the present disclosure.

Alternatively, the computer-readable storage medium may be included in the apparatus/device/system described in the above embodiments; or may exist separately and not be assembled into the device/apparatus/system.

The computer-readable storage medium carries one or more programs which, when executed, implement the method according to an embodiment of the disclosure.

Another aspect of the present disclosure provides a computer program comprising computer executable instructions, which when executed, are used to implement a push method of a customer service representative of an embodiment of the present disclosure.

So far, the embodiments of the present disclosure have been described in detail with reference to the accompanying drawings.

It will be understood by those skilled in the art that while the present disclosure has been shown and described with reference to certain exemplary embodiments thereof, it will be understood by those skilled in the art that various changes in form and details may be made therein without departing from the spirit and scope of the present disclosure as defined by the appended claims and their equivalents. Accordingly, the scope of the present disclosure should not be limited to the above-described embodiments, but should be defined not only by the appended claims, but also by equivalents thereof.

The above-mentioned embodiments are intended to illustrate the objects, technical solutions and advantages of the present invention in further detail, and it should be understood that the above-mentioned embodiments are only exemplary embodiments of the present invention, and are not intended to limit the present invention, and any modifications, equivalents, improvements and the like made within the spirit and principle of the present invention should be included in the protection scope of the present invention.

Claims

1. A customer service representative push method, comprising:

calling customer service event information related to a user according to a service handling request of the user;

determining a customer service representative corresponding to the service handling request through the customer service event information;

pushing the customer service representative to the user to realize direct business contact between the customer service representative and the user;

wherein, in determining the service representative corresponding to the service handling request through the service event information, the method comprises the following steps:

determining the service priority of the service handling request of the user according to the customer service event information;

and determining a customer service representative according to the service priority.

2. The method of claim 1, wherein prior to obtaining service event information associated with the user based on the user's service transaction request, further comprising:

establishing at least one business handling record with a user;

and determining the customer service event information according to at least one service handling record.

3. The method of claim 1, wherein the retrieving service event information associated with the user in response to the user's service transaction request comprises:

generating an interactive application selection based on the service handling request;

and calling customer service event information according to the interactive application selection.

4. The method of claim 2, wherein determining the service priority of the service transaction request of the user based on the service event information comprises:

acquiring the type of a service event of a service handling request;

and determining the service priority of the service handling request according to the service event type and the priority rule.

5. The method of claim 4, wherein, in determining the service priority of the service transaction request of the user based on the service event information, further comprising:

acquiring the service processing state of each service processing record in at least one service processing record in the service event information;

and performing priority sequencing on at least one service handling record according to the service handling state of each service handling record to determine a priority rule.

6. The method of claim 1, wherein in determining, from the service event information, a representative corresponding to the service transaction request, further comprising:

determining the current service state of a customer service representative through the customer service event information;

and determining a customer service representative according to the current service state.

7. The method of claim 6, wherein in determining the representative corresponding to the service transaction request through the service event information, further comprising:

generating customer service flow selection according to the current service state;

and selecting and updating the customer service representative according to the customer service flow.

8. The method of claim 1, wherein pushing the customer service representative to the user to enable direct traffic communication between the customer service representative and the user comprises:

establishing an event communication relationship between a customer service representative and a user;

and pushing the customer service representative to the user according to the event communication relation.

9. The method of claim 8, wherein after pushing the customer service representative to the user according to the event communication relationship, further comprising:

generating customer service interaction selection according to the event communication relation;

and realizing direct business communication between the customer service representative and the user based on customer service interaction selection.

10. A customer service representative push device, comprising:

the information calling module is used for calling customer service event information related to the user according to the service handling request of the user;

the service determining module is used for determining a service representative corresponding to the service handling request through the service event information;

the customer service pushing module is used for pushing the customer service representative to the user so as to realize direct business contact between the customer service representative and the user;

wherein, the customer service confirming module comprises:

the priority determining unit is used for determining the service priority of the service handling request of the user according to the customer service event information;

and the customer service determining unit is used for determining a customer service representative according to the service priority.

11. The apparatus of claim 1, further comprising:

the record establishing module is used for establishing at least one business handling record with the user;

and the information determining module is used for determining the customer service event information according to at least one service handling record.

12. The apparatus of claim 10, wherein the information retrieval module comprises:

the interactive selection generating unit is used for generating interactive application selection based on the service handling request;

and the information calling unit is used for calling the customer service event information according to the selection of the interactive application.

13. The apparatus of claim 11, wherein the priority determining unit comprises:

the event acquisition subunit is used for acquiring the service event type of the service handling request;

and the priority determining subunit is used for determining the service priority of the service handling request according to the service event type and the priority rule.

14. The apparatus of claim 13, wherein the priority determining unit further comprises:

the state acquisition subunit is used for acquiring the service processing state of each service processing record in at least one service processing record in the customer service event information;

and the rule establishing subunit is used for performing priority sequencing on at least one service transaction record according to the service processing state of each service transaction record so as to determine a priority rule.

15. The apparatus of claim 10, wherein the customer service determination module further comprises:

the state determining unit is used for determining the current service state of the customer service representative through the customer service event information;

the customer service determining unit is also used for determining a customer service representative according to the current service state.

16. The apparatus of claim 15, wherein the customer service determination module further comprises:

the flow selection unit is used for generating customer service flow selection according to the current service state;

and the customer service updating unit is used for selecting and updating the customer service representative according to the customer service flow.

17. The apparatus of claim 10, wherein the customer service push module comprises:

the relation establishing unit is used for establishing an event communication relation between the customer service representative and the user;

and the customer service pushing unit is used for pushing the customer service representatives to the users according to the event communication relationship.

18. The apparatus of claim 17, wherein the customer service push module further comprises:

the customer service selection unit is used for generating customer service interaction selection according to the event communication relation;

and the communication establishing unit is used for realizing direct business communication between the customer service representative and the user based on customer service interaction selection.

19. An electronic device, comprising:

one or more processors;

a memory for storing one or more programs,

wherein the one or more programs, when executed by the one or more processors, cause the one or more processors to implement the method of any of claims 1 to 9.

20. A computer-readable storage medium storing computer-executable instructions for implementing the method of any one of claims 1 to 9 when executed.