CN112862374B

CN112862374B - Customer service representative pushing method, device, equipment and medium

Info

Publication number: CN112862374B
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: 2023-06-27
Anticipated expiration: 2041-03-31
Also published as: CN112862374A

Abstract

An 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 so as to realize direct service connection between the customer service representative and the user; wherein, the customer service representative corresponding to the business handling request is determined through the customer service event information, which comprises the following steps: determining the service priority of a service handling request of a user according to the customer service event information; and determining customer service representatives according to the service priorities. 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 the customer service representative, electronic equipment and a computer readable storage medium.

Description

Customer service representative pushing method, device, equipment and medium

Technical Field

The disclosure relates to the technical field of computers, and in particular relates to a customer service representative pushing method, device, equipment and medium.

Background

Customer Service (Customer Service) is mainly embodied by integrating and managing all elements of a Customer interface in a preset optimal cost-Service combination based on a value view capable of making Customer satisfaction directed. In other words, any content that improves customer satisfaction falls within the customer service scope.

Generally, customer service can be classified into an artificial customer service and an electronic customer service, wherein the artificial customer service is provided with a service for a user (i.e., a customer) by a real service person (i.e., a customer service representative), and can be further classified into three types of text customer service, video customer service and voice customer service according to the implementation form of the artificial customer service. Text customer service refers to customer service that is mainly performed in the form of typewriting chat; video customer service refers to customer service mainly in the form of voice and video; the voice customer service is customer service mainly in the form of a mobile phone, for example, telephone customer service is a mode that customer service representatives communicate with users through phones, related problems, suggestions or comments encountered in the process that the users use products or services, and reminding, notification and the like actively initiated by service providers to the users can quickly establish channels for directly communicating with the clients through the telephone customer service, so that the voice customer service is convenient and quick, and provides great convenience for the clients and the service providers in daily life.

In an application scenario of manual customer service, in order to ensure the 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 protocol in a text, video or voice manner, such as a mobile account notification, an expired card exchange, a questionnaire investigation, product marketing, risk prompt, loan delay, and other scenarios involved in banking. In addition, the user can actively contact the customer service representative to obtain professional service guidance under the condition of specific service requirement, such as the situation that the order related in banking service is in doubt, the account use is problematic, the product consultation problem is solved, and financial services such as account freezing and the like are transacted. Therefore, in the process of customer service, the service provider needs to push customer service representatives of corresponding services to users, and establish a connection between the customer service representatives and the customer service representatives to provide corresponding service for the users.

Disclosure of Invention

First, the technical problem to be solved

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

(II) technical scheme

An 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 so as to realize direct service connection between the customer service representative and the user; wherein, the customer service representative corresponding to the business handling request is determined through the customer service event information, which comprises the following steps: determining the service priority of a service handling request of a user according to the customer service event information; and determining customer service representatives according to the service priorities.

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

According to an embodiment of the present disclosure, invoking customer service event information related to a user according to a business handling request of the user includes: generating an interactive application selection based on the business handling request; and calling customer service event information according to the selection of the interactive application.

According to an embodiment of the present disclosure, in determining a service priority of a service transaction request of a user according to customer service event information, it includes: acquiring a service event type 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 an embodiment of the present disclosure, when determining a service priority of a service handling request of a user according to customer service event information, the method further includes: acquiring a service processing state of each service handling record in at least one service handling record in the customer service event information; and according to the service processing state of each service handling record, sequencing the priority of at least one service handling record so as to determine a priority rule.

According to an embodiment of the present disclosure, in determining a customer service representative corresponding to a service transacting request through the customer service event information, further comprising: determining the current service state of a customer service representative through the customer service event information; and determining the customer service representative according to the current service state.

According to an embodiment of the present disclosure, in determining a customer service representative corresponding to a service transacting request through the customer service event information, further comprising: generating customer service flow selection according to the current service state; and selecting and updating customer service representatives according to the customer service flow.

According to an embodiment of the present disclosure, in pushing a customer service representative to a user to enable direct business communication between the customer service representative and the user, the method includes: establishing an event communication relationship between customer service representatives and users; and pushing the customer service representatives to the user according to the event communication relationship.

According to an embodiment of the present 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 relationship; based on customer service interaction selection, direct service communication between customer service representatives and users is realized.

Another aspect of the disclosure provides a customer service representative pushing device, which includes an information calling 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 business handling request of the user; the customer service determining module is used for determining customer service representatives corresponding to the business handling requests 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 service connection 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 a service handling request of a user according to customer service event information; the customer service determining unit is used for determining customer service representatives according to the service priority.

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

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

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 configured to determine, according to the service event type and the priority rule, a service priority of the service handling request.

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

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

According to an embodiment of the disclosure, the customer service determining module further includes a flow selecting 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; the customer service updating unit is used for selecting and updating customer service representatives according to the customer service flow.

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

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 relationship; the communication establishing unit is used for realizing direct service 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 to store one or more programs that, when executed by the one or more processors, cause the one or more processors to implement the methods of embodiments of the present disclosure.

Another aspect of the present disclosure provides a computer-readable storage medium storing computer-executable instructions that, when executed, are configured to implement a method of an embodiment of the present disclosure.

Another aspect of the present disclosure provides a computer program comprising computer executable instructions which, when executed, are for implementing the method of embodiments of the present disclosure.

(III) beneficial 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 to which a push method of a customer service representative may be applied, in accordance with an embodiment of the present disclosure;

FIG. 2A schematically illustrates a flow chart of a push method of a customer service representative according to an embodiment of the present disclosure;

FIG. 2B schematically illustrates a flow chart of a customer service representative determination method according to an 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 schematically illustrates another application scenario diagram of a method of determining customer service event information according to an embodiment of the present disclosure;

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

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

FIG. 4C schematically illustrates a flow chart of a communication method of 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 present disclosure;

FIG. 6A schematically illustrates a flow chart of a push method of a customer service representative according to another embodiment of the present disclosure;

FIG. 6B schematically illustrates a flow chart of a customer service representative 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 determining traffic priority 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 of updating a customer service representative in accordance with another embodiment of the present disclosure;

FIG. 8D schematically illustrates a flow chart of a method of communication of a customer service representative in accordance with another embodiment of the present disclosure;

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

Fig. 10 schematically illustrates 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 only exemplary 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 present disclosure. It may be evident, however, that one or more embodiments may be practiced without these specific details. In addition, in the following description, descriptions of well-known structures and techniques are omitted so as not to 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/or 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 should be noted that the terms used herein should be construed to have meanings consistent with the context of the present specification and should not be construed in an idealized or overly formal manner.

Where expressions like at least one of "A, B and C, etc. are used, the expressions should generally be interpreted in accordance with the meaning as commonly understood by those skilled in the art (e.g.," a system having at least one of A, B and C "shall include, but not be limited to, a system having 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 of the block diagrams and/or flowchart illustrations are shown in the figures. It will be understood that some blocks of the block diagrams and/or flowchart illustrations, or combinations of blocks in the block diagrams and/or flowchart illustrations, 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, when executed by the processor, create means for implementing the functions/acts specified in the block diagrams and/or flowchart. The techniques of this disclosure may be implemented in hardware and/or software (including firmware, microcode, etc.). Additionally, the techniques of this disclosure may take the form of a computer program product on a computer-readable storage medium having instructions stored thereon, the computer program product being for use by or in connection with an instruction execution system.

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

(1) For the customer service representative to actively communicate with the user (such as making a call, sending a short message reminder, etc.), the user has difficulty in distinguishing the authenticity. If the content in the phone is trusted, software-altering fraud may be encountered, causing user asset loss; if the content in the phone is not trusted, the account risk mentioned in the customer service call does exist, again resulting in user asset loss.

(2) In the process of carrying out active service communication on a customer service representative, the situations of missed call or missed information of the user often occur, the user cannot learn the purpose of the incoming call of the customer service, and the user is difficult to connect to the initiative at the beginning after callback; the customer service representative of the notification is contacted, resulting in reduced customer service communication efficiency.

(3) If a user and a customer service representative are unexpected during communication, such as a telephone hang-up or network disconnection, the user is difficult to quickly contact the customer service representative originally serving the user, and the customer service representative and a new customer service representative repeatedly describe the same problems as the communication, so that the communication efficiency of the customer service is poor.

(4) If the user and the customer service representative have a plurality of problems of contact or feedback, 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, and the problem 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 the technical problems existing in the prior art for realizing push communication between a customer service representative and a user, improve the communication efficiency between the customer service representative and the user and improve the user experience, the present disclosure provides a customer service representative push method, device, equipment and medium.

It should be noted that, the customer service representative pushing method and apparatus according to the embodiments of the present disclosure may be applied to the information security technical field and the internet of things technical field, and may also be applied to any field other than the information security technical field and the internet of things technical field, such as the financial service field, where the application field of the customer service representative pushing method and apparatus according to the embodiments of the present disclosure is not specifically limited.

it should be noted that fig. 1 is only an application example to which the embodiments of the present disclosure may be applied, so as to help those skilled in the art understand the technical content of the present disclosure, and does not mean that the pushing method of the customer service representative of the embodiments of the present disclosure may not be used for other devices, systems, environments, or scenes.

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 for establishing data communication with the data request system 110, where the server system includes servers M, 121, 122, 123, 124, and 125 for establishing a push channel of a customer service agent with the data request system 110, where the server M is a primary access server, and may obtain instruction information from a user.

Servers

121, 122, 123, 124, and 125 are secondary access servers, and data request system 110 and servers M, 121, 122, 123, 124, and 125 may 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, opposite to the internal networks 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 external network. At this time, the cloud network server C is used herein to provide a medium for communication links between the other

terminal devices

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

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

servers

121, 122, 123, 124, and 125 may implement a non-dense interconnection.

The user may interact with the server system 120 using the

terminal devices

111, 112, 113, 114 and 115 to receive or send messages etc. to enable a push or handling of customer representatives, in particular with respect to access to a database in a main server M in the server system. For example, the terminal device 111 sends service data to the terminal device 112, and after receiving the data request from the terminal device 111, the server system 120 performs forwarding processing on the corresponding service data, and encrypts the service data under specific requirements, so that the service data that finally arrives at the terminal device 112 is secured. Various communication client applications, such as a management class application, a web browser application, a search class application, an instant messaging tool, a mailbox client, social platform software, etc., may be installed on the

terminal devices

111, 112, 113, 114, and 115, as examples only.

The

terminal devices

111, 112, 113, 114, and 115 may be various electronic devices having a display screen and supporting web browsing, including but not limited to smartphones, tablet computers, laptop and desktop computers, and various types of application servers, etc.

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

terminal devices

111, 112, 113, 114, and 115. The filtering type firewall can analyze received data such as user requests and the like, analyze the marking characteristics such as the address of a data source and the type of a protocol and the like, and determine whether the data can pass through the marking characteristics, so that unsafe factors are filtered or blocked.

It should be noted that, the method for pushing the customer service representative provided in the embodiments of the present disclosure may be generally performed by the server system 120. Accordingly, the push device of the customer service representative provided in the embodiments of the present disclosure may be generally disposed in the server system 120. The pushing method of the customer service representative provided by the embodiments 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 pushing device of the customer service representative provided in the embodiments of the present disclosure may also be disposed in a server system 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. There may be any number of terminal devices, servers, as desired for implementation.

Example 1

The following describes a customer service representative pushing method, a customer service representative pushing device, an electronic device, and a computer readable storage medium according to an embodiment of the present disclosure in further detail with reference to fig. 2A to 5 and 10.

FIG. 2A schematically illustrates a flow chart of a push method of a customer service representative according to an embodiment of the present disclosure; fig. 2B schematically illustrates a flow chart of a customer service representative determination method according to an embodiment of the present disclosure.

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

In step S201, according to a service handling request of a user, calling customer service event information related to the user;

in step S202, determining a customer service representative corresponding to the service handling request according to the customer service event information;

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

The service transaction request may be request information related to service transaction actively initiated by the user to the service provider, such as account transaction freeze, service transaction consultation, and telephone contact request. The service handling request may also include request information related to software technology for implementing service handling, such as that the transfer page cannot be opened, and the account of the application program logs in overtime.

The customer service event information is related to the business transaction information which occurs before the business transaction request of the user, and can be understood as the summarized content of the record information of the business transaction, such as the history customer service details. If the business handling request of the user is the first business contact communication, the customer service event information is empty. In addition, the user can verify the authenticity of the customer service active communication through inquiring the customer service event information.

To ensure that the user's own business transaction can be successfully completed and achieve the desired 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 handling request of the user, the server system 120 may call the related customer service event information according to the account information (such as name, identification card number, etc.) of the user. The server system 120 needs to execute the flow content in steps S201-S203, which is not described herein.

Customer service representatives are specialized personnel, such as business personnel, technicians, and the like, that can perform direct business communication (such as communication modes of telephone, text and video) with users on behalf of service providers, and realize business handling requests of users, namely, manual customer service. Based on the customer service event information corresponding to the user, a corresponding customer service representative is determined, and the customer service representative can better realize the business handling work related to the business handling request of the user so as to better realize the business handling expectation of the user and improve the experience of the user. In the case that the service event information is empty, the service agent may be determined based on the service requirement in the service handling request, for example, the service agent related to the service type of the service handling request is pushed.

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

As shown in fig. 2B, in step S202, determining a customer service representative corresponding to the service handling request through the customer service event information includes steps S210 to S220.

In step S210, determining a business handling record of the user within a preset time range according to the customer service event information;

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

The service event information may be formed by accumulating at least one service transaction record step by step, the service transaction record being record information related to the completion or progress of the service transaction request based on at least one of the history records, such as record contents generated in one service transaction event and formed of the service type, abstract, detailed information, communication or transaction time, transaction state, number of the service representative, recording, etc. related to the service transaction. The recording can realize character recognition so as to record communication details.

Specifically, the business handling record may further include user evaluation information of the customer service representative on user personality, attitudes, language, and the like, so as to facilitate matching with the customer service representative adapted to the user evaluation information of the user, thereby improving the customer service communication full intention and improving the user experience.

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

According to the service handling record in the preset time range, a customer service representative which performs service handling with the user in the history record can be determined, and the history customer service representative can be pushed to the user according to the customer service representative, so that the user can continue service handling with the customer service representative.

It should be noted that, the service handling record may further include customer service evaluation information of the user for the historical customer service representatives, such as satisfaction, opinion, suggestion, and evaluation contents related to attitudes, characters, and the like of the historical customer service representatives, so based on the customer service evaluation information, even if the historical customer service representatives are determined, the user may autonomously select whether to perform the processing of the current service handling request by the historical customer service representatives, or may automatically select the historical customer service representatives and the new customer service representatives for processing, if the customer service evaluation information reserved by the user is not good, other customer service representatives may be preferentially pushed to the user instead of the historical customer service representatives. The historical customer service representative is the customer service representative which is in business transaction communication with the user before.

Therefore, the pushing method of the customer service representatives can locate the history communication condition by inquiring and calling customer service event information such as the history customer service details, and the like, so that under the condition that service handling request communication is initiated again by checking or selecting corresponding records, the user can be provided to verify the authenticity of the incoming call, the re-interaction between the initiating user and the history customer service representatives is supported, the communication efficiency between the user and the customer service representatives 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 schematically illustrates another application scenario diagram of a method of 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.

As shown in fig. 3A to 3C, according to an embodiment of the present disclosure, before step S201 obtains customer service event information related to a user according to a service handling request of the user, the method further includes steps S301 to S302.

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

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

The establishment of a business transaction record with a user has two cases:

(1) The user actively contacts the customer service representative for the first time, specifically, referring to the application scenario as implemented in fig. 3B, which includes a flow step S311-step S316, and phone communication is taken as an example.

In step S311, in the case that the user needs to contact the customer service representative (i.e. the service provider), such as a problem of order, a problem of account usage, a problem of product consultation, and handling financial services such as account freezing, a scenario of actively dialing the user service call for the first time will occur. At this point, the server system of the service provider will receive the first service transaction request of the user.

In step S312, in the implementation of the first service handling request, the service provider answering the call of the user is equivalent to receiving the first service handling request, and distributing and connecting customer service representatives according to the classification of the service types of the consultation service problems in a voice prompt manner and other manners.

In step S313, the server system establishes recording information of the user incoming call, i.e., basic information forming a service transaction record, such as incoming call time, customer service representative ID, etc.

In step S314, the customer service representative answers the incoming call of the user to establish a communication link with the user, knows the user' S requirement, and provides and completes the corresponding business service for the user.

In step S315, during the process of communication or after the completion of communication, the customer service representative may further refine the incoming call situation of the user in the basic information of the service handling record, including the type of the incoming call, the abstract of the main content, the detailed information, and so on, to form a service handling record.

In step S316, the server system records complete telephone communication information, establishes customer service event information to realize recording of complete information involved in the call record, where the customer service event information may include information such as a user incoming call or handling number, communication time and duration, service handling status, customer service representative number, telephone type, abstract related to main content, detailed information, recording, etc., and performs text recognition through recording, so as to record communication details. The customer service event information may form an original customer service event ID of the first service handling record according to the record content, where the original customer service event ID is used as an identifier of the service handling record, and may be distinguished from other service handling records, as shown in the following table 1. The information content shown in table 1 may be provided only to customer service representatives for inquiry.

TABLE 1

(2) The customer service representative actively contacts the user for the first time, specifically, referring to the application scenario as implemented in fig. 3C, which includes a flow step S321 to a step S326, and phone communication is taken as an example.

In step S321, in the case that the service provider has a requirement of actively contacting the user, such as a specified condition of financial services including account notification, card exchange due, questionnaire investigation, product marketing, risk prompt, loan delay, etc., a scenario that the service provider actively contacts the user for the first time may occur.

In step S322, in a specific scenario where the service information of the user meets the above specified condition, the service provider may notify the user of the service condition related to the user protocol by a phone manner, and generate a phone communication request at the same time, so as to form a record of the phone to be dialed.

In step S323, the customer service representative acquires a record of the telephone call to be dialed, which is allocated by the server system.

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

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

In step S326, the server system records complete telephone communication information, establishes customer service event information to realize the recording of the complete information involved in the call record, where the customer service event information may include information such as a user incoming call or handling number, communication time and duration, service handling status, customer service representative number, telephone type, abstract related to main content, detailed information, recording, etc., and the communication details may be recorded by performing text recognition through recording. The customer service event information may form an original customer service event ID of the first service handling record according to the record content, so as to be used as an identifier of the service handling record, and realize distinction from other service handling records, which is not shown in table 1.

According to the implementation scenario of the first contact communication as 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. According to each business handling record, a plurality of customer service event IDs can be obtained, and customer service event information can be formed by the plurality of customer service time IDs and the record content of the corresponding business handling record so as to realize the determination of the customer service event information.

As shown in fig. 3C, based on the above-mentioned steps S321-S326, an application scenario in which the customer service representative actively contacts the user may be implemented, but in this scenario, a situation in which the customer missed the call may also occur, that is, in step S325, the user and the customer service representative do not establish a telephone communication connection. Here, a case may also occur in which the user challenges the authenticity of the telephone communication in step S325.

In this case, the user needs to judge whether the incoming call of the customer service representative is true or false, regardless of whether the user receives or misses the call. Based on the requirement, an application scenario as shown in fig. 3D may be formed, which includes steps S331-S334, and still take phone communication as an example.

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

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

In step S333, the server system displays a user phone communication list to the user, such as the specific content of the customer service event information shown in the foregoing table 1, which may include specific information such as phone date, specific incoming call time, customer service representative number, incoming call sign, phone type, abstract, etc.

In step S334, the user can determine the authenticity of the phone according to the displayed record, and can initially determine the purpose of the service provider contact according to the type of the incoming call, click a button provided beside the customer service details, initiate an interactive application, and select "contact customer service representative immediately", "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 call communication information, and establishes the information such as the customer service event ID and the like to form a service handling record.

Therefore, in step S302, determining the customer service event information according to the at least one business transaction record further includes: and determining customer service event information according to at least one service handling record and the inquiry verification request, and particularly determining the authenticity condition of the customer service event information. Therefore, the method disclosed by the embodiment of the invention can realize the authenticity verification in the corresponding business handling process, ensure the safety of user data and promote the user experience.

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

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

As shown in fig. 4A, according to an embodiment of the present disclosure, step S201 includes steps S401 to S402 in retrieving customer service event information related to a user according to a service transacting request of the user.

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

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

The flow steps S411 to S415 and S418 in the application scenario shown in fig. 4D may be used to describe 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 the business transaction record with the customer service representative, and obtains the key information of the user query and application interface.

In step S412, the server system acquires the query request of the user, and accordingly, handles the request as a service of the user.

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

TABLE 2

Based on the selection of the interactive application, the server system performs a reverse arrangement of the history service transaction records to form customer service event information, which may include information such as a transaction date, a specific time, a customer service representative number, a call sign, a telephone type, and a summary in the history service transaction record process.

By means of the method, the customer service event information can be determined, and subsequently determined customer service representatives can be more matched and correlated with the business handling requests of the user.

As shown in fig. 4B, in step S202, in determining a customer service representative corresponding to a service transacting request through the customer service event information, steps S410 to S420 are further included according to an embodiment of the present disclosure.

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 status.

The flow steps S415 to 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 that the incoming call of the user and the customer service event ID in the customer service event information establish a relationship, that is, determine the original customer service agent related to the business transaction of the user, as shown in table 1, and if the matched customer service event ID is 2021020712345600001, the customer service agent number of the corresponding customer service agent is 123456. And meanwhile, according to the relation, the information (telephone number, service type, customer service event information and the like) related to the service handling of the user is matched with the customer service representatives which are in contact with the similar service or other similar information and are matched with the customer service event ID, so that the customer service representatives can actively review the related event condition in advance. In addition, the server system can synchronously call the telephone dialing program of the user terminal equipment through channels such as apps, applets or public numbers, and the like, and initiate the telephone of the user to customer service.

Therefore, the original customer service representative can be determined for the user, and the customer service representative can be ensured to quickly grasp the historical business 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", "off-duty", "busy" and "idle", 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 of the customer service representative number corresponding to the business transaction record, it can be determined whether contact communication is continued by the customer service representative according to the current service state of the customer service representative. For example, if the customer service representative is in an idle standby state, the customer service representative can be directly determined, if the customer service representative is in a busy state, the customer service representative can be determined and a waiting operation is performed, and if the customer service representative is in an off-job state, a new customer service representative needs to be switched and updated to be arranged for a user.

In step S416, the customer incoming call is received within a settable time frame, and the associated customer service representative is preferentially matched according to the "relationship between user number and 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 thereof, and the customer service representative communicates with the user or handles similar service events in the history service handling record.

Therefore, not only can the customer service representative of the historical communication related to the user service handling request be determined, but also the current service state of the customer service representative can be considered at the same time, so that the user can select more abundantly and experience is better.

As shown in fig. 4B, in step S202, in determining a customer service representative corresponding to a service transacting request through the customer service event information, steps S430-S440 are further included, according to an embodiment of the present disclosure.

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

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

The flow 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, with respect to the first priority, the second priority is other agents whose IDs selected by the user are queried by the associated IDs, for example, agents are busy, and the user is prompted to select "wait", "change to other agents", or "wait agent idle time to contact the user".

In step S417, if the original customer service representative is not successfully connected in the previous step, a procedure for customer service flow selection is entered, such as a procedure for continuing waiting and customer service representative update selection, and the update determination of the new customer service representative is completed according to the selection of the customer, such as "waiting for connection of the original customer service representative", or "turning to another customer service representative", or "waiting for customer service representative to contact the user in idle time", etc. In the updating process, the optimal customer service representative matching is still performed according to the event type associated with the user service processing request.

In step S418, if the customer service representative is selected according to the customer service flow selected by the user, if "contact me when the customer service representative is idle", the customer service representative continues to contact the user when the current service status of the customer service representative is updated to "idle".

Therefore, the customer service representatives of the user can be determined to have more various choices, the communication efficiency between the user and the customer service representatives (including the determined updated customer service representatives and the original customer service representatives) is effectively improved, and the user experience is improved.

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

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

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

The flow 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 is on or actively making 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 queried detailed information of the customer service event ID to the customer service representative, so that the customer service representative can actively review and grasp the user requirement in advance, and provide efficient and targeted service. And pushing the customer service representative to the user according to the event communication relationship, and selecting whether to further communicate with the pushed customer service representative by the user.

The event communication relationship is used for determining the corresponding relationship between the service handling request of the user and the determined customer service representative, determining the communication content between the customer service representative and the user, facilitating the mutual understanding between the customer service representative and the user, enabling the customer service representative to quickly determine the related content of the service handling request of the user before contact communication, and improving communication efficiency.

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

In step S405, a customer service interaction selection is generated according to the event communication relationship;

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

In another embodiment of the present disclosure, according to the foregoing defined event communication relationship, a communication relationship between the customer service representative and the user is determined, so as to further improve the customer service communication efficiency, and further consider that a customer service interaction selection is provided for the customer service representative, where if the updated new customer service representative needs to browse the historical business transaction record of the user for a certain time, the customer service interaction selection may be "five minutes later" or "confirmation information is needed", and the confirmation information is correspondingly fed back to the user, so that the user knows the current communication progress of the new customer service representative. Further, the customer service representatives can be directly communicated with the users according to the customer service interaction selection.

Further, as shown in fig. 4A-4D, in step S4110, the customer service representative provides the service communication service, and registers the current service transaction record related to the service transaction request, and updates the customer service event information shown in table 1, specifically, the new customer service event ID and the complete information corresponding to the new customer service event ID are established, including the information of the caller number, the communication time, the customer service representative number, the telephone type, the abstract, the detailed information, the recording, and the like.

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

it should be noted that fig. 5 illustrates only an example of a system architecture 500 in which embodiments of the present disclosure may be employed to assist those skilled in the art in understanding the teachings of the present disclosure, but is not meant to imply that embodiments of the present disclosure may not be employed in other devices, systems, environments, or scenarios.

Another aspect of the present disclosure provides a customer service representative pushing device 500, which includes an information retrieval module 510, a customer service determination module 520, and a customer service pushing module 530. The information retrieving module 510 is configured to retrieve customer service event information related to a user according to a service handling request of the user; the customer service determining module 520 is configured to determine a customer service representative corresponding to the service handling request according to 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 a business handling record of a user in a preset time range through customer service event information; the customer service determining unit is used for determining customer service representatives according to the business handling records.

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

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

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

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

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

According to an embodiment of the present disclosure, the customer service determining module 520 further comprises a state determining unit for determining a current service state of the customer service representative; the customer service determining unit is further used for determining customer service representatives according to the current service state.

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

According to an embodiment of the present disclosure, the customer service determining module 520 further includes a flow selecting 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; the customer service updating unit is used for selecting and updating customer service representatives according to the customer service flow.

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

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 relation establishing unit is used for establishing an event communication relation between the customer service representative and the user; the customer service pushing unit is used for pushing customer service representatives to users according to the event communication relationship.

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

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

The customer service selection unit and the communication establishment unit may be used to implement the methods of steps S405 and S406 in the flow chart shown in fig. 4C, which is not described herein.

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

Example 2

The following describes a customer service representative pushing method, a customer service representative pushing device, an electronic device, and a computer readable storage medium according to another embodiment of the present disclosure in further detail with reference to fig. 6A to 10.

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

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

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

in step S602, determining a customer service representative corresponding to the service handling request according to the customer service event information;

in step S603, the customer service representative is pushed to the user to realize a direct service connection between the customer service representative and the user; wherein, in step S602, determining, by the customer service event information, a customer service representative corresponding to the service transacting request, step S610 and step S620 are included.

terminal device

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

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

In the embodiment of the present disclosure, each service handling event has a corresponding service priority, and specifically, the service priority of the corresponding service handling request may be determined to be high according to the service type and the processing state corresponding to the service handling event for the service handling request, where the service priority is set up according to the service priority information, if a series of service handling records corresponding to the service handling request are all of the same service type and the processing state of the service type is in "processing", or else, the service priority of the corresponding service handling request is determined to be low.

Therefore, the service request can be preferentially matched with the corresponding customer service agent to the user according to the service priority of the service request, the customer service agent can generally carry out preferential matching on 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 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, and the main record is updated. Wherein, the contents of the following table 3 may be referred to with respect to the relationship between the main record and the sub record.

In general, when the number of sub-records in the main record corresponding to the current service handling request is greater than 1, and when the processing state of the main record is in process, the priority of the service handling request is determined to be high, and the customer service representative with the largest handling times corresponding to the main record, namely the original customer service representative, is preferentially matched.

Therefore, the pushing method disclosed by the invention can provide a history customer service detail inquiring function, intelligently sorts history service records through the conditions of comprehensive communication times, processing states, corresponding service types and the like, and preferentially matches customer service representatives of original services in the implementation links of service handling requests such as user inquiry, customer service inquiry, telephone dialing of users and the like, associates corresponding event records, improves the communication efficiency of service handling and improves user experience.

Fig. 7 schematically illustrates a flowchart of a method of determining customer service event information according to another embodiment of the present disclosure.

As shown in fig. 7, according to an embodiment of the present disclosure, before step S601 obtains customer service event information related to a user according to a service transacting request of the user, step S701 and step S702 are further included.

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

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

The method flows implemented in step S701 and step S702 may refer to the foregoing descriptions of fig. 3A to 3D, and are not described herein.

In addition, in step S702, determining the customer service event information according to at least one service handling record further includes: and determining customer service event information according to at least one service handling record and the inquiry verification request, and particularly determining the authenticity condition of the customer service event information. Therefore, the method disclosed by the embodiment of the invention can realize the authenticity verification in the corresponding business handling process, ensure the safety of user data and promote the user experience.

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

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

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

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

Corresponding to the service handling 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 handling content, such as order consultation, account use existence problems, product consultation problems, and financial services such as account freezing handling and the like. And classifying the business handling records corresponding to the business handling requests according to the business event types, wherein the business handling records can be specifically classified into main records or sub-records corresponding to the main records.

Accordingly, the priority rule may be a set or generated priority judgment rule to determine a specific priority of the service handling request. If the priority is high, the original customer service representative is preferentially determined to transact the request for the corresponding processor service of the user.

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

In step S810, acquiring a service processing state of each service handling record in at least one service handling record in the customer service event information;

in step S820, the at least one business transaction record is prioritized according to the business processing status of each business 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 inquiry, the server system can inquire the historical telephone communication record according to the ID and related identity information of the user, and preferentially returns a service handling 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 handling record. For the main records with sub records, the priority ranking is carried out according to the number of times of incoming calls, the processing state of the main records is returned to be processed preferentially, and more records are recorded in the sub records.

When a user dials a customer service call, the system queries a history incoming call record according to the ID and authentication information of the user, preferentially returns the record with the processing state of processing, prioritizes the records with sub-records simultaneously communicating according to the incoming call times, preferentially returns the main record processing state to processing, and more records exist in the sub-records. The customer service representatives associated with the customer service IDs are preferentially matched with the customer service representatives associated with the customer service IDs, the first priority is the customer service representatives associated with the user selection IDs, the second priority is other customer service representatives queried by the user selection IDs through the associated IDs, if all the customer service representatives are busy, the user is prompted to select waiting, transferring to other customer service representatives or contacting the user again in idle time; if the customer service representative is already working, leaves and cannot wait, the user is prompted to select to transfer to other customer service representative.

When the service event type corresponding to the service handling request is the service type which appears for the first time in the customer service event information of the user, the service handling record corresponding to the service handling request can be classified into a main record, as shown in the following table 3, and the main record 1 and the main record 2 simultaneously record the corresponding processing states, if the processing is currently in process, and if the processing is already in process, the processing is in process or completed. When the service event type corresponding to the service handling request is a service type which does not appear for the first time in the customer service event information of the user, the service event type can be classified into a sub-record of the above-mentioned appeared service handling record, and the above-mentioned appeared service handling record is a main record, as shown in the following table 3, a sub-record 1, a sub-record 2 and a sub-record 3 of the main record 1.

TABLE 3 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 of updating a customer service representative in accordance with 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 an embodiment of the present disclosure, step S601 includes steps S803-S804 in retrieving customer service event information related to a user according to a service transacting request of the user.

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

in step S804, customer service event information is invoked according to the interaction application selection.

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

As shown in fig. 8C, in step S602, in determining a customer service representative corresponding to a service transacting request through the customer service event information, steps S830 to S840 are further included according to an embodiment of the present disclosure.

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 flows implemented in step S830 and step S840 may refer to the contents of step S410-step S420 described in fig. 4B, and are not described herein.

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

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

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

The method flows implemented in step S850 and step S860 may refer to the contents of step S430-step S440 described in fig. 4B, and are not described herein.

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

In step S805, establishing an event communication relationship between the customer service representative and the user;

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

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

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

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

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

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

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

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

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

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

The acquiring subunit and the priority determining subunit may be used to implement the methods of the steps S801 and S802 in the flow chart shown in fig. 8A, which is not described herein.

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

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

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

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

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

According to an embodiment of the present disclosure, the customer service determining module 920 further includes a flow selecting 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; the customer service updating unit is used for selecting and updating customer service representatives according to the customer service flow.

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

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 relation establishing unit is used for establishing an event communication relation between the customer service representative and the user; the customer service pushing unit is used for pushing customer service representatives to users according to the event communication relationship.

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

The customer service selection unit and the communication establishment unit may be used to implement the methods of steps S807 and S808 in the flow chart shown in fig. 8D, which are not described herein.

Fig. 10 schematically illustrates a block diagram of an electronic device according to an embodiment of the disclosure. The electronic device shown in fig. 10 is merely an example and should not be construed to limit the functionality and scope of use of the disclosed embodiments.

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. The processor 1001 may include, for example, a general purpose microprocessor (e.g., a CPU), an instruction set processor and/or an associated chipset and/or a special purpose microprocessor (e.g., an Application Specific Integrated Circuit (ASIC)), or the like. The processor 1001 may also include on-board memory for caching purposes. The processor 1001 may include a single processing unit or multiple processing units for performing different actions of the method flows according to embodiments of the present disclosure.

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

According to embodiments of the present disclosure, system 1000 may also include an input/output (I/O) interface 1005, with input/output (I/O) interface 1005 also connected to bus 1004. 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 portion 1007 including a Cathode Ray Tube (CRT), a Liquid Crystal Display (LCD), etc., and a speaker, etc.; a storage portion 1008 including a hard disk or 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 drive 1010 is also connected to the I/O interface 1008 as needed. A removable medium 1011, such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, or the like, is installed as needed in the drive 1010, so that a computer program read out therefrom is installed as needed in the storage section 1008.

According to embodiments of the present disclosure, the method flow according to embodiments of the present disclosure may be implemented as a computer software program. 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 comprising program code for performing the method shown in the flowcharts. In such an embodiment, the computer program may be downloaded and installed from a network via the communication portion 1009, and/or installed from the removable medium 1011. The above-described functions defined in the system of the embodiments of the present disclosure are performed when the computer program is executed by the processor 1001. The systems, devices, apparatus, modules, units, etc. described above may be implemented by computer program modules according to embodiments of the disclosure.

The present disclosure also provides a computer-readable storage medium that may be embodied in the apparatus/device/system described in the above embodiments; or may exist alone without being assembled into the apparatus/device/system. The computer-readable storage medium carries one or more programs which, when executed, implement methods in accordance with embodiments of the present 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 context of this 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, the computer-readable storage medium may include ROM 1002 and/or RAM 1003 and/or one or more memories other than ROM 1002 and RAM 1003 described above.

The flowcharts 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.

In particular, the computer-readable storage medium may be embodied in the apparatus/device/system described in the above embodiments; or may exist alone without being assembled into the apparatus/device/system.

The computer-readable storage medium carries one or more programs that, 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 contained in the apparatus/device/system described in the above-described embodiment; or may exist alone without being assembled into the apparatus/device/system.

The computer-readable storage medium carries one or more programs which, when executed, implement methods in accordance with embodiments of the present disclosure.

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

Thus, 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 particular 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. The scope of the disclosure should, therefore, not be limited to the above-described embodiments, but should be determined not only by the following claims, but also by the equivalents of the following claims.

While the foregoing is directed to embodiments of the present invention, other and further details of the invention may be had by the present invention, it should be understood that the foregoing description is merely illustrative of the present invention and that no limitations are intended to the scope of the invention, except insofar as modifications, equivalents, improvements or modifications are within the spirit and principles of the invention.

Claims

1. A customer service representative pushing method, comprising:

according to the business handling request of the user, calling customer service event information related to the user, wherein the method comprises the following steps: generating an interactive application selection based on the business handling request; according to the interaction application selection, calling customer service event information;

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 so as to realize direct service connection between the customer service representative and the user;

wherein, the customer service representative corresponding to the business handling request is determined through the customer service event information, which comprises the following steps:

determining the service priority of the service handling request of the user according to the customer service event information, wherein the method comprises the following steps: acquiring a service event type of a service handling request; determining the service priority of the service handling request according to the service event type and the priority rule; the method comprises the steps of obtaining a service processing state of each service handling record in at least one service handling record in customer service event information; according to the service processing state of each service handling record, sequencing at least one service handling record in priority order to determine a priority rule;

determining customer service representatives according to the service priority;

the customer service event information is related business handling information which is generated before the business handling request of the user, and is summary content of recorded information of business handling; the customer service event information is formed by gradually accumulating at least one business handling record, and the business handling record is different from the current business handling request and is record information related to the business handling which is completed or performed based on the at least one business handling request in the history record; when a series of business handling records corresponding to the business handling request are of the same business type and the processing state of the business type is in processing, determining that the business priority of the corresponding business handling request is high, otherwise, determining that the business priority is low; according to the service priority of the service handling request, preferentially matching a corresponding customer service agent for the user, wherein the customer service agent preferentially matches the user according to the service handling record times in a main record formed by the series of service handling records, and each service handling record in the series of service handling records is a sub-record in the main record;

Wherein, each business handling record in the series of business handling records is a sub-record in the main record, if the business type of the new business handling request is also consistent with the business type in the main record, the business handling record corresponding to the business handling request is used as a sub-record in the main record, and the main record is updated;

the service event type is specific service handling content and is used for classifying the service handling records corresponding to the service handling request into main records or sub-records corresponding to the main records;

when customer service event information inquiry is carried out between a customer service representative and a user, the server system can inquire a historical telephone communication record according to the ID and related identity information of the user, and preferentially returns a service handling record with a 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 handling record; for the main records with sub records, the priority ranking is carried out according to the number of times of incoming calls, the processing state of the main records is returned to be processed preferentially, and more records are recorded in the sub records;

When a user dials a customer service call, the system queries a history incoming call record according to the ID and authentication information of the user, preferentially returns a record with a processing state of processing, and preferentially returns a record with a main record processing state of processing and more records of sub records according to priority ordering according to the incoming call times for the records with sub-record communication at the same time;

when the service event type corresponding to the service handling request is the first service type in the customer service event information of the user, classifying the service handling record corresponding to the service handling request as a main record; and classifying the service event type corresponding to the service handling request as a sub-record of the service handling record which is already appeared in the customer service event information of the user when the service event type is not the first appearing service type, wherein the service handling record is the main record.

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

establishing at least one business handling record between the business handling record and the user;

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

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

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

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

4. A method according to claim 3, wherein in determining a customer service representative corresponding to a service transaction request from the customer service event information, further comprising:

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

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

5. The method of claim 1, wherein in pushing the customer service representative to the user to enable direct business communication between the customer service representative and the user, comprising:

establishing an event communication relationship between customer service representatives and users;

and pushing the customer service representatives to the user according to the event communication relationship.

6. The method of claim 5, 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 relationship;

based on customer service interaction selection, direct service communication between customer service representatives and users is realized.

7. A customer service representative pushing device, comprising:

the information calling module is used for calling customer service event information related to a user according to a service handling request of the user, and comprises an interaction selection generating unit and an information calling unit, wherein the interaction selection generating unit is used for generating interaction application selection based on the service handling request; the information retrieving unit is used for retrieving customer service event information according to the interaction application selection;

the customer service determining module is used for determining customer service representatives corresponding to the business handling requests 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 service connection between the customer service representative and the user;

wherein, customer service determination module includes:

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; the priority determining unit comprises an event obtaining subunit, a priority determining subunit, a state obtaining subunit and a rule establishing subunit, wherein the event obtaining subunit is used for obtaining 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; the state acquisition subunit is used for acquiring the service processing state of each service handling record in at least one service handling record in the customer service event information; the rule establishing subunit is used for sequencing the priority of at least one business handling record according to the business handling state of each business handling record so as to determine a priority rule;

The customer service determining unit is used for determining customer service representatives according to the service priority;

8. The apparatus of claim 7, further comprising:

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

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

9. The apparatus of claim 7, wherein the customer service determination module further comprises:

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

the customer service determining unit is further used for determining customer service representatives according to the current service state.

10. The apparatus of claim 9, 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 customer service representatives according to the customer service flow.

11. The apparatus of claim 7, 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 customer service representatives to users according to the event communication relationship.

12. The apparatus of claim 11, 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 relationship;

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

13. 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 6.

14. A computer readable storage medium storing computer executable instructions which, when executed, are adapted to carry out the method of any one of claims 1 to 6.