CN113077325A - Multi-party conversation processing method and device, storage medium and electronic equipment - Google Patents
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Abstract
The disclosure provides a multi-party conversation processing method, a multi-party conversation processing device, a storage medium and electronic equipment, and relates to the technical field of computers. The multi-party conversation processing method comprises the following steps: responding to a session request initiated by a user side, and establishing a session group between the user side and a first customer service side; acquiring a session message in a session group; and when detecting that the session message contains the preset keyword, adding the second customer service terminal into the session group. The method and the system enable the user to complete problem consultation in one conversation group, reduce consultation processes of the user and improve communication efficiency between the user and customer service.
Description
Technical Field
The present disclosure relates to the field of communications technologies, and in particular, to a multiparty session processing method and apparatus, a storage medium, and an electronic device.
Background
With the rise and development of internet technology, the transaction platform based on the internet provides convenience for the user in various aspects of shopping, ordering and ticket buying, and generally allows merchants to park in for selling commodities, and when the user has any question in the commodity transaction process, the user can consult customer service.
In order to facilitate efficient and rapid communication with a user, customer service of a transaction platform is generally divided into different types, such as merchant customer service, platform customer service, logistics customer service and the like, and when the user needs to ask a relevant problem, the user can communicate with the customer service of the corresponding type.
Disclosure of Invention
The disclosure provides a multi-party conversation processing method and device, a computer scale storage medium and electronic equipment, which can reduce problem consultation flows of users and improve problem use experience of the users.
According to a first aspect of the present disclosure, there is provided a multiparty conversation processing method, comprising.
Responding to a session request initiated by a user side, and establishing a session group between the user side and a first customer service side;
acquiring a session message in a session group;
and when detecting that the session message contains the preset keyword, adding the second customer service terminal into the session group.
Optionally, after the second client is joined to the session group, the method further includes:
and sending the historical session message in the session group to the second customer service terminal, wherein the historical session message comprises the session message generated by the user terminal and/or the first customer service terminal before the second customer service terminal joins the session group.
Optionally, before joining the second client to the session group, the method further includes:
sending a second customer service end adding request to the user end;
and if the addition determining message returned by the user side is received, determining to add the second customer service side into the session group.
Optionally, the method further comprises;
and if the monitoring shows that the session group has no new session message generated within the preset time length or the user side quits the session group, the session group is dispersed.
Optionally, before the session group is disassembled, the method further includes:
sending a session resolution request to a user side;
and if receiving the determined dispersion message returned by the user side, determining to disperse the session group.
Optionally, adding the second customer service end into the session group includes:
determining a second customer service end identification corresponding to a preset keyword;
and adding the second customer service end corresponding to the second customer service end identification into the session group.
Optionally, adding the second customer service end into the session group includes:
acquiring commodity information associated with the session message;
determining a second customer service end identifier based on the commodity information;
and adding the second customer service end corresponding to the second customer service end identification into the session group.
Optionally, the first customer service end is a merchant customer service end, and the second customer service end is a platform customer service end; or the first customer service end is a platform customer service end, and the second customer service end is a merchant customer service end.
Optionally, if the first customer service end is a merchant customer service end, when detecting that the session message includes a preset keyword, adding the second customer service end into the session group, including:
when detecting that the session message contains a first type of preset keywords, adding the platform customer service end into the session group;
if the first customer service terminal is the platform customer service terminal, when detecting that the conversation message contains the preset keyword, adding the second customer service terminal into the conversation group, wherein the steps of:
and when detecting that the session message contains the second type of preset keywords, adding the merchant customer service end into the session group.
Optionally, whether the session message contains a preset keyword is detected in the following manner:
for each conversation message, acquiring text content in the conversation message;
and processing the text content based on the keyword library, and determining whether the conversation message contains preset keywords.
According to a second aspect of the present disclosure, there is provided a multiparty session processing method, including:
sending a session request to a server, so that the server establishes a session group according to the session request;
joining a session group, receiving and sending session information through the session group, wherein the session group also comprises a first customer service terminal;
receiving a message sent by the server for joining the second customer service end in the session group, and displaying the session group containing the joined second customer service end;
and the server adds the second customer service terminal into the session group when detecting that the session message contains the preset keyword.
According to a third aspect of the present disclosure, there is provided a multiparty conversation processing apparatus, comprising:
the establishing module is configured to respond to a session request initiated by a user side and establish a session group of the user side and a first customer service side;
the acquisition module is configured to acquire the session messages in the session group;
and the first processing module is configured to join the second customer service terminal into the session group when detecting that the session message contains a preset keyword.
According to a fourth aspect of the present disclosure, there is provided a multiparty conversation processing apparatus, comprising:
the sending module is configured to send a session request to the server, so that the server establishes a session group according to the session request;
the second processing module is configured to join a session group, receive and send session messages through the session group, and the session group further comprises a first customer service terminal;
the display control module is configured to receive a message sent by the server and joining the second customer service end in the session group, and display the session group containing the joined second customer service end;
and the server adds the second customer service terminal into the session group when detecting that the session message contains the preset keyword.
According to a fifth aspect of the present disclosure, there is provided a computer readable storage medium having stored thereon a computer program which, when executed by a processor, implements the method of the first or second aspect.
According to a sixth aspect of the present disclosure, there is provided an electronic device comprising:
a processor; and
a memory for storing executable instructions of the processor;
wherein the processor is configured to perform the method of the first aspect or the second aspect via execution of the executable instructions.
The technical scheme of the disclosure has the following beneficial effects: the method and the system have the advantages that the users can complete problem consultation in one session group, consultation processes of the users are reduced, communication efficiency of the users and customer service is improved, and use experience of the users is guaranteed.
It is to be understood that both the foregoing general description and the following detailed description are exemplary and explanatory only and are not restrictive of the disclosure.
Drawings
The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the present disclosure and together with the description, serve to explain the principles of the disclosure. It is apparent that the drawings in the following description are only some embodiments of the present disclosure, and that other drawings can be obtained from those drawings without inventive effort for a person skilled in the art.
FIG. 1 illustrates a schematic architecture diagram of a multi-party conversation processing system in the present exemplary embodiment;
FIG. 2 is a flow diagram illustrating a multi-party conversation processing method in the exemplary embodiment;
FIG. 3 is a flow diagram illustrating a multi-party conversation processing method in the exemplary embodiment;
FIG. 4 is a flow diagram illustrating a multi-party conversation processing method in the exemplary embodiment;
FIG. 5 is a block diagram of a multi-party conversation processing apparatus according to the exemplary embodiment;
FIG. 6 is a block diagram of a multi-party conversation processing apparatus according to the exemplary embodiment;
fig. 7 shows a schematic structural diagram of an electronic device in the present exemplary embodiment.
Detailed Description
Exemplary embodiments will now be described more fully with reference to the accompanying drawings. The exemplary embodiments, however, may be embodied in many different forms and should not be construed as limited to the examples set forth herein; rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the concept of example embodiments to those skilled in the art. The described features, structures, or characteristics may be combined in any suitable manner in one or more embodiments. In the following description, numerous specific details are provided to give a thorough understanding of embodiments of the disclosure. One skilled in the relevant art will recognize, however, that the subject matter of the present disclosure can be practiced without one or more of the specific details, or with other methods, components, devices, steps, and the like. In other instances, well-known technical solutions have not been shown or described in detail to avoid obscuring aspects of the present disclosure.
Furthermore, the drawings are merely schematic illustrations of the present disclosure and are not necessarily drawn to scale. The same reference numerals in the drawings denote the same or similar parts, and thus their repetitive description will be omitted. Some of the block diagrams shown in the figures are functional entities and do not necessarily correspond to physically or logically separate entities. These functional entities may be implemented in the form of software, or in one or more hardware modules or integrated circuits, or in different networks and/or processor devices and/or microcontroller devices.
The flow charts shown in the drawings are merely illustrative and do not necessarily include all of the steps. For example, some steps may be decomposed, and some steps may be combined or partially combined, so that the actual execution sequence may be changed according to the actual situation.
In the related art, in the process of trading on a trading platform, when a user has a question to be solved, the user can communicate with a corresponding type of customer service, for example, the user has a question about logistics of a certain order and can consult the logistics customer service.
However, in the process of communicating with the customer service, once the user encounters a problem that cannot be solved by the customer service currently communicating with the customer service and needs another type of customer service to answer the question of the user, the user needs to quit the session interface with the current customer service and switch to the session interface with another type of customer service to communicate again, and the communication efficiency between the user and the customer service is low; and the user is supposed to be a served object and is turned into a speaker among different classes of customer service, so that the user experience is poor.
In view of the above problems, exemplary embodiments of the present disclosure provide a multi-party conversation processing method, which is directed to a multi-party conversation processing service involving multiple types of customer services. The application scenarios of the multi-party conversation processing method include but are not limited to: when a user communicates with a merchant customer service, after a server detects a session message containing a preset keyword corresponding to a platform customer service, a trigger system detects the preset keyword, and the platform customer service is added into the session between the user and the merchant customer service to realize three-party session.
In order to implement the above-described multiparty session processing method, exemplary embodiments of the present disclosure provide a multiparty session processing system. FIG. 1 shows a schematic architecture diagram of a multi-party conversation process. As shown in FIG. 1, the multi-party conversation processing system 100 may include a server 110, a client 120, a first client 130, and a second client 140. The server 110 is a background server deployed by a service provider (transaction platform), and the transaction platform may be a shopping platform, a takeout platform, a ticketing platform, or the like; the user terminal 120 is a terminal device used by a user, and more specifically, may be a terminal device used by a user initiating a session request; the first customer service end 130 and the second customer service end 140 are terminal devices of different types of customer services corresponding to the transaction platform, for example, the transaction platform may be a shopping platform, the types of customer services corresponding to the shopping platform may include shop customer services, platform customer services, and logistics customer services, the first customer service end 130 may be a terminal device used by the shop customer services, the second customer service end 140 may be a terminal device used by the logistics customer services, and the terminal device may be an electronic device such as a smart phone, a personal computer, a tablet computer, and the like. The server 110 and the user end 120, the server 110 and the first client 130, and the server 110 and the second client 140 may establish a connection through a network, respectively, to implement a multi-party session process.
It should be understood that the server 110 may be a computer or a cluster formed by a plurality of computers, and for example, the server may include a customer service server, a management server, and the like, and the present disclosure does not limit the specific architecture of the server 110.
If the server 110 includes a customer service server and a management server, the customer service server is configured to respond to a session request initiated by a user end and establish a session group between the user end and a first customer service end; acquiring a session message in a session group; and when detecting that the session message contains the preset keyword, adding the second customer service terminal into the session group, wherein the process of detecting whether the session message contains the preset keyword can be realized based on a keyword library acquired from the management server.
The present disclosure provides an exemplary flow of a multiparty session processing method, which may be applied in a server, as shown in fig. 2, the method may include steps S210 to S230:
step S210, in response to the session request initiated by the user end, establishing a session group between the user end and the first customer service end.
In this step, after receiving the session request sent by the user end, the server may respond to the session request initiated by the user end to establish a session group between the user end and the first customer service end, where the session request at least includes the customer service type information, and the first customer service end is a customer service end corresponding to the customer service type information included in the session request.
The process of the server responding to the session request initiated by the user end and establishing the session group between the user end and the first customer service end may include: analyzing the session request to obtain the customer service type information contained in the session request, determining a plurality of alternative first customer service identifications corresponding to the customer service type information, obtaining a target first customer service identification in the plurality of alternative first customer service identifications, and establishing a session group of a first customer service end corresponding to a user end and the target first customer service identification, wherein the target first customer service identification is any one first customer service identification in a non-service state in the plurality of alternative first customer service identifications.
For example, assuming that the server parses the session request, and obtains the customer service type information included in the session request as the customer service of the shop a, it may be determined that the plurality of first customer service identifiers corresponding to the shop a include the shop customer service a1, the shop customer service a2, the shop customer service a3, and the shop customer service a4, and assuming that the shop customer service a3 and the shop customer service a4 are in a non-service state, it may be determined that the shop customer service a4 is the target first customer service identifier, and a session group of the first customer service end corresponding to the shop customer service a4 at the user end is established.
It can be understood that, in the embodiment of the present disclosure, the user end may generate and send a session request to the server in response to a session initiation operation of the user, so that the server establishes a session group according to the session request, joins the session group after the server establishes the session group, and receives and sends a session message through the session group.
Step S220, acquiring a session message in the session group.
In this step, the server may monitor the session group in real time, and obtain a session message in the session group, where the session message may be a session message generated by the user side and/or the first customer service side.
Step S230, when the server detects that the session message includes the preset keyword, adding the second client to the session group.
In the implementation of the present disclosure, the server detects whether the session message contains a preset keyword by the following method, and the process includes: and for each conversation message, acquiring text content in the conversation message, processing the text content based on the keyword library, and determining whether the conversation message contains preset keywords.
It should be noted that, in the embodiment of the present disclosure, the keyword library is pre-established based on the customer service type included in the transaction platform, and may be updated based on a change of the customer service type included in the transaction platform. For example, for a kyoto shopping platform, the keyword library corresponding to the kyoto shopping platform may include a first type of preset keywords, a second type of preset keywords, and a third type of preset keywords, where the first type of preset keywords may be "platform, kyoto, official, platform customer service, kyoto customer service, official customer service, customer service", and the like; the second type of preset keywords can be stores, shops, merchants, shop customer service, merchant customer service, customer service and the like; the third type of preset keyword can be logistics, transportation, express delivery, logistics customer service, transportation customer service, express delivery customer service, customer service and the like.
In an optional implementation manner, after the user side establishes a session group with a first customer service side (e.g., platform customer service side), if the server detects a second type of preset keyword, a second customer service side (e.g., merchant customer service side) is added to the session group; if the server detects a third type of preset keyword, a third customer service end (such as a logistics customer service end) can be added into the session group to realize four-party session.
In an alternative embodiment, the process of determining whether the conversation message contains the preset keyword based on the processing of the text content by the keyword library may include: fuzzy matching processing is carried out on the text content and each type of preset keywords in the keyword library, whether the conversation message contains the preset keywords or not is determined according to the processing result, and if the conversation message contains the preset keywords is determined, the second customer service terminal is added into the conversation group; if the conversation message does not contain the preset keywords, ending the processing flow of the current conversation message, processing the next conversation message in the conversation group, and judging whether the next conversation message contains the preset keywords or not, wherein the generation time of the next conversation message is later than that of the current conversation message.
It is understood that in the embodiment of the present disclosure, the conversation message may be a voice message, and the process of acquiring text content in the conversation message may be: acquiring voice content in the session message; text content corresponding to the speech content is determined.
For example, if the text content in a certain session message is "you need to consult store service", and the keyword library is the keyword library corresponding to the kyoto shopping platform in the above embodiment, the text content "you need to consult store service" and three types of preset keywords in the keyword library may be subjected to fuzzy matching processing, and it may be determined that the session message includes a second type of preset keyword "store service".
In step S230, when the server detects that the session message includes the preset keyword, the server joins the second client to the session group.
Meanwhile, the server also needs to send a message for joining the second customer service to the user side, and the user side can receive the message sent by the server for joining the second customer service in the session group and display the session group containing the joined second customer service.
The process of joining the second customer service end into the session group may have the following two optional implementation manners:
in an alternative implementation manner, the process of joining the second client to the session group may include: acquiring commodity information associated with the session message; determining a second customer service end identifier based on the commodity information; and adding the second customer service end corresponding to the second customer service end identification into the session group.
The process of determining the second customer service end identifier based on the commodity information may be: the method comprises the steps of obtaining commodity attribute information in the commodity information, determining a plurality of candidate second customer service identifications associated with merchants corresponding to the commodity attribute information, obtaining target second customer service identifications in the candidate second customer service identifications, and obtaining second customer service end identifications corresponding to the target second customer service identifications. The target second customer service identifier is any one of the multiple candidate second customer service identifiers in the non-service state, and the product attribute information is used to determine the merchant where the product is located.
For example, assuming that the first client is a platform client, and the preset keyword is a second type of preset keyword "merchant" in the keyword table provided in the foregoing embodiment, the process of joining the second client to the session group may include: obtaining the commodity information associated with the session message as a commodity m, obtaining commodity attribute information of the commodity m, such as a commodity SKU, and obtaining the second customer service identifiers of the multiple candidate stores of the store B corresponding to the commodity attribute information may include: the store service b1, the store service b2, and the store service b3 can join the store service end corresponding to the store service b2 into the session group, assuming that the store service b2 is in an out-of-service state.
In another alternative implementation, the process of joining the second client to the session group may include: determining a second customer service end identification corresponding to a preset keyword; and adding the second customer service end corresponding to the second customer service end identification into the session group. The process of determining the second client identifier corresponding to the preset keyword may be: the method comprises the steps of obtaining a plurality of alternative second customer service identifications corresponding to preset keywords, obtaining target second customer service identifications in the plurality of alternative second customer service identifications, and obtaining second customer service end identifications corresponding to the target second customer service identifications.
For example, assuming that the first client is a merchant client, and the preset keyword is a first type of preset keyword "platform client" in the keyword table provided in the foregoing embodiment, the process of joining the second client to the session group may include: the step of obtaining a plurality of alternative platform customer service identifications corresponding to the platform customer service comprises the following steps: and if the platform customer service c1 and the platform customer service c2 are in an out-of-service state, the platform customer service c1, the platform customer service c2, the platform customer service c3 and the platform customer service c4 can join the shop service end corresponding to the platform customer service c2 into the session group.
It should be noted that, in the embodiment of the present disclosure, the first customer service end and the second customer service end are customer service ends corresponding to different types of customer services, the preset keywords included in the session message may include at least one, for each preset keyword, the second customer service end may be determined based on the method in the above embodiment, and each second customer service end is added to the session group to solve the question of the user; it can be understood that, if the preset keyword is a keyword corresponding to the first client, the preset keyword corresponding to the first client is filtered, so as to avoid unnecessary data processing burden in the server.
In an optional implementation manner, in order to sufficiently ensure the use experience of the user, before the second customer service end is added to the session group, a second customer service end addition request may be sent to the user end, where the second customer service end addition request is used to confirm to the user whether to add the second customer service end to the session group; if a message for determining addition returned by the user side is received, determining that a second customer service side corresponding to a preset keyword is added into the session group; and if the addition refusing message returned by the user side is received, the second customer service side corresponding to the preset keyword does not need to be added into the conversation group, and the current members in the conversation group are kept.
In an optional implementation manner, in order to reduce the time for user question consultation, after the second customer service terminal is added to the session group, the method further includes: the server sends the historical conversation message to the second customer service end so that the historical conversation message is displayed in the conversation group of the second customer service end, the historical conversation message comprises the conversation message generated by the user end and/or the first customer service end before the second customer service end joins the conversation group, the second customer service end can quickly know the problem to be consulted by the user and make a solution, and the use experience of the user is improved.
To sum up, the multiparty session processing method provided by the embodiment of the present disclosure responds to a session request initiated by a user end, and establishes a session group between the user end and a first customer service end; acquiring a session message in a session group; when the fact that the conversation message contains the preset keywords is detected, the second customer service end is added into the conversation group, the user can complete problem consultation in one conversation group, consultation processes of the user are reduced, communication efficiency of the user and the customer service is improved, and use experience of the user is guaranteed.
The present disclosure provides an exemplary flow of a multiparty session processing method, which may be applied in a server, as shown in fig. 3, the method may include steps S310 to S340:
step S310, in response to the session request initiated by the user end, a session group between the user end and the first customer service end is established.
In the embodiment of the present disclosure, in the step S310, reference may be made to step S210 in the above embodiment in the process of establishing the session group between the user end and the first customer service end in response to the session request initiated by the user end, which is not described in detail in the embodiment of the present disclosure.
Step S320, acquiring a session message in the session group.
In this embodiment of the present disclosure, reference may be made to step S220 in the above embodiment for the process of acquiring the session message in the session group in step S320, which is not described in detail in this embodiment of the present disclosure.
Step S330, when detecting that the conversation message contains the preset keyword, adding the second customer service terminal into the conversation group.
In this embodiment of the present disclosure, when it is detected that the session message includes the preset keyword in step S330, reference may be made to step S230 in the above embodiment for a process of joining the second client to the session group in this step, which is not described in detail in this embodiment of the present disclosure.
In step S340, if it is monitored that the session group has no new session message generated within the preset duration or the user terminal exits from the session group, the session group is disassembled.
In this step, the server may monitor in real time whether a new session message is generated in the session group, where the new session message may be a session message generated by any member in the session group, and preferably, the new session message may be a session message generated by the user; if the server determines that the session group has no new session message generated within the preset time or the user end exits from the session group, the session group can be disassembled, and the customer service resources are released. The time length of the preset time length may be determined based on actual needs, which is not limited in the embodiment of the present application, for example, the preset time length may be 5 minutes. Or, if the user terminal is monitored to quit the session group, the session group is disassembled.
In an optional implementation manner, in order to further ensure the use experience of the user, before the session group is disassembled, the server may further send a session disassembling request to the user side, where the session disassembling request is used to confirm to the user whether to disassemble the session group, and if a certain disassembling message returned by the user side is received, it is determined to disassemble the session group; and if a message of refusing to be dispersed returned by the user side is received, the session group is kept.
It can be understood that, if a response to the session dismissal request returned by the user end is not received within the first preset time period, it may be determined that the user has completed consulting and dismissed the session group, where a time length of the first preset time period is greater than a time length of the preset time period, and the time length of the first preset time period may be determined based on actual needs, which is not limited in this application embodiment, for example, the first preset time period may be 15 minutes.
To sum up, the multiparty session processing method provided by the embodiment of the present disclosure responds to a session request initiated by a user end, and establishes a session group between the user end and a first customer service end; acquiring a session message in a session group; when detecting that the session message contains a preset keyword, adding a second customer service end into the session group; and if the monitoring shows that the session group has no new session message generated within the preset time length or the user side quits the session group, the session group is dispersed. The problem consultation can be completed in a conversation group by the user, the consultation process of the user is reduced, the communication efficiency between the user and the customer service is improved, and the use experience of the user is ensured; and the customer service resources can be released in time after the user finishes consulting, so that the waste of the customer service resources is prevented.
The present disclosure provides an exemplary flow of a multiparty session processing method, which may be applied in a customer service end, as shown in fig. 4, the method may include steps S410 to S430:
step S410, sending a session request to the server, so that the server establishes a session group according to the session request.
In this step, the user side may respond to the session initiation operation of the user, generate and send a session request to the server, so that the server establishes a session group according to the session request.
Step S420, join the session group, and receive and send the session message through the session group.
In this step, the user terminal may join the session group, and receive and send the session message through the session group, and it can be understood that the session group further includes the first customer service terminal.
Step S430, receiving a message sent by the server to join the second client in the session group, and displaying the session group joined to the second client.
In this step, the user side may receive a message sent by the server to join the second customer service end in the session group, and display the session group joined to the second customer service end. And the server adds the second customer service terminal into the session group when detecting that the session message contains the preset keyword.
To sum up, the multiparty session processing method provided by the embodiment of the present disclosure sends a session request to a server, so that the server establishes a session group according to the session request; joining a session group, and receiving and sending session messages through the session group; and receiving a message sent by the server for joining the second customer service end in the session group, and displaying the session group joined with the second customer service end. The method and the system can enable the user to complete problem consultation in one session group, reduce consultation processes of the user, improve communication efficiency between the user and customer service, and ensure use experience of the user.
The present disclosure provides a schematic structural diagram of a multi-party conversation processing apparatus, as shown in fig. 5, the apparatus 500 includes:
an establishing module 501 configured to respond to a session request initiated by a user end, and establish a session group between the user end and a first customer service end;
an obtaining module 502 configured to obtain a session message in a session group;
the first processing module 503 is configured to join the second client into the session group when detecting that the session message includes a preset keyword.
In one embodiment, as shown in fig. 5, the apparatus 500 further comprises: a first transmitting module 504 configured to:
and sending the historical session message in the session group to the second customer service terminal, wherein the historical session message comprises the session message generated by the user terminal and/or the first customer service terminal before the second customer service terminal joins the session group.
In one embodiment, the first sending module 504 is configured to:
sending a second customer service end adding request to the user end;
and if the addition determining message returned by the user side is received, determining to add the second customer service side into the session group.
In one embodiment, as shown in fig. 5, the apparatus 500 further comprises: a dismissal module 505 configured to;
and if the monitoring shows that the session group has no new session message generated within the preset time length or the user side quits the session group, the session group is dispersed.
In one embodiment, the first sending module 504 is configured to:
sending a session resolution request to a user side;
and if receiving the determined dispersion message returned by the user side, determining to disperse the session group.
In one embodiment, the first processing module 503 is configured to:
determining a second customer service end identification corresponding to a preset keyword;
and adding the second customer service end corresponding to the second customer service end identification into the session group.
In one embodiment, the first processing module 503 is configured to:
acquiring commodity information associated with the session message;
determining a second customer service end identifier based on the commodity information;
and adding the second customer service end corresponding to the second customer service end identification into the session group.
In one embodiment, the first customer service end is a merchant customer service end, and the second customer service end is a platform customer service end; or the first customer service end is a platform customer service end, and the second customer service end is a merchant customer service end.
In one embodiment, if the first client is a merchant client, when detecting that the conversation message includes a preset keyword, the first processing module 503 is configured to:
when detecting that the session message contains a first type of preset keywords, adding the platform customer service end into the session group;
if the first client is a platform client, the first processing module 503 is configured to:
and when detecting that the session message contains the second type of preset keywords, adding the merchant customer service end into the session group.
In one embodiment, the first processing module 503 is configured to:
for each conversation message, acquiring text content in the conversation message;
and processing the text content based on the keyword library, and determining whether the conversation message contains preset keywords.
To sum up, the multi-party session processing apparatus provided in the embodiment of the present disclosure may respond to a session request initiated by a user end, and establish a session group between the user end and a first customer service end; acquiring a session message in a session group; and when detecting that the session message contains the preset keyword, adding the second customer service terminal into the session group. The method and the system can enable the user to complete problem consultation in one session group, reduce consultation processes of the user, improve communication efficiency between the user and customer service, and ensure use experience of the user.
An embodiment of the present disclosure provides a multi-party conversation processing apparatus, as shown in fig. 6, the apparatus 600 includes:
a second sending module 601, configured to send a session request to the server, so that the server establishes a session group according to the session request;
a second processing module 602, configured to join a session group, and receive and send a session message through the session group, where the session group further includes a first customer service end;
the display control module 603 is configured to receive a message sent by the server to join the second client in the session group, and display the session group including the second client;
and the server adds the second customer service terminal into the session group when detecting that the session message contains the preset keyword.
To sum up, the multi-party session processing apparatus provided in the embodiment of the present disclosure may send a session request to the server, so that the server establishes a session group according to the session request; joining a session group, receiving and sending session information through the session group, wherein the session group also comprises a first customer service terminal; and receiving a message sent by the server for joining the second customer service end in the session group, and displaying the session group containing the joined second customer service end. The user can complete problem consultation in one session group, consultation processes of the user are reduced, communication efficiency of the user and customer service is improved, and use experience of the user is guaranteed.
Exemplary embodiments of the present disclosure also provide a computer-readable storage medium, which may be implemented in the form of a program product, including program code for causing an electronic device to perform the steps according to various exemplary embodiments of the present disclosure described in the above-mentioned "exemplary method" section of this specification, when the program product is run on the electronic device. In one embodiment, the program product may be embodied as a portable compact disc read only memory (CD-ROM) and include program code, and may be run on an electronic device, such as a personal computer. However, the program product of the present disclosure is not limited thereto, and in this document, a 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.
The program product may employ any combination of one or more readable media. The readable medium may be a readable signal medium or a readable storage medium. A readable storage medium may be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the foregoing. More specific examples (a non-exhaustive list) of the readable storage medium include: an electrical connection having one or more wires, a portable disk, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing.
A computer readable signal medium may include a propagated data signal with readable program code embodied therein, for example, in baseband or as part of a carrier wave. Such a propagated data signal may take many forms, including, but not limited to, electro-magnetic, optical, or any suitable combination thereof. A readable signal medium may also be any readable medium that is not a readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device.
Program code embodied on a readable medium may be transmitted using any appropriate medium, including but not limited to wireless, wireline, optical fiber cable, RF, etc., or any suitable combination of the foregoing.
Program code for carrying out operations for the present disclosure may be written in any combination of one or more programming languages, including an object oriented programming language such as Java, C + + or the like and conventional procedural programming languages, such as the "C" programming language or similar programming languages. The program code may execute entirely on the user's computing device, partly on the user's device, as a stand-alone software package, partly on the user's computing device and partly on a remote computing device, or entirely on the remote computing device or server. In the case of a remote computing device, the remote computing device may be connected to the user computing device through any kind of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or may be connected to an external computing device (e.g., through the internet using an internet service provider).
Exemplary embodiments of the present disclosure also provide an electronic device, which may be a background server of an information platform. The electronic device is explained below with reference to fig. 7. It should be understood that the electronic device 700 shown in fig. 7 is only one example and should not bring any limitations to the function and scope of use of the embodiments of the present disclosure.
As shown in fig. 7, electronic device 700 is embodied in the form of a general purpose computing device. The components of the electronic device 700 may include, but are not limited to: at least one processing unit 710, at least one memory unit 720, and a bus 730 that couples the various system components including the memory unit 720 and the processing unit 710.
Where the memory unit stores program code, the program code may be executed by the processing unit 710 such that the processing unit 710 performs the steps according to various exemplary embodiments of the present invention as described in the above-mentioned "exemplary methods" section of this specification. For example, processing unit 710 may perform method steps, etc., as shown in fig. 2.
The memory unit 720 may include volatile memory units such as a random access memory unit (RAM)721 and/or a cache memory unit 722, and may further include a read only memory unit (ROM) 723.
The memory unit 720 may also include programs/utilities 724 having a set (at least one) of program modules 725, such program modules 725 including, but not limited to: an operating system, one or more application programs, other program modules, and program data, each of which, or some combination thereof, may comprise an implementation of a network environment.
The electronic device 700 may also communicate with one or more external devices 800 (e.g., keyboard, pointing device, bluetooth device, etc.), which may be through an input/output (I/O) interface 740. The electronic device 700 may also communicate with one or more networks (e.g., a Local Area Network (LAN), a Wide Area Network (WAN), and/or a public network, such as the internet) through the network adapter 750. As shown, the network adapter 750 communicates with the other modules of the electronic device 700 over the bus 730. It should be appreciated that although not shown in the figures, other hardware and/or software modules may be used in conjunction with the electronic device 700, including but not limited to: microcode, device drivers, redundant processing units, external disk drive arrays, RAID systems, tape drives, and data backup storage systems, among others.
It should be noted that although in the above detailed description several modules or units of the device for action execution are mentioned, such a division is not mandatory. Indeed, the features and functions of two or more modules or units described above may be embodied in one module or unit, according to exemplary embodiments of the present disclosure. Conversely, the features and functions of one module or unit described above may be further divided into embodiments by a plurality of modules or units.
As will be appreciated by one skilled in the art, aspects of the present disclosure may be embodied as a system, method or program product. Accordingly, various aspects of the present disclosure may be embodied in the form of: an entirely hardware embodiment, an entirely software embodiment (including firmware, microcode, etc.) or an embodiment combining hardware and software aspects that may all generally be referred to herein as a "circuit," module "or" system. Other embodiments of the disclosure will be apparent to those skilled in the art from consideration of the specification and practice of the disclosure disclosed herein. This application is intended to cover any variations, uses, or adaptations of the disclosure following, in general, the principles of the disclosure and including such departures from the present disclosure as come within known or customary practice within the art to which the disclosure pertains. It is intended that the specification and examples be considered as exemplary only, with a true scope and spirit of the disclosure being indicated by the following claims.
It will be understood that the present disclosure is not limited to the precise arrangements described above and shown in the drawings and that various modifications and changes may be made without departing from the scope thereof. The scope of the present disclosure is to be limited only by the following claims.
Claims (15)
1. A multi-party session processing method, comprising:
responding to a session request initiated by a user side, and establishing a session group between the user side and a first customer service side;
acquiring a session message in the session group;
and when detecting that the session message contains a preset keyword, adding a second customer service end into the session group.
2. The method of claim 1, wherein after joining a second customer service to the session group, the method further comprises:
and sending a history session message in the session group to the second customer service terminal, wherein the history session message comprises a session message generated by the user terminal and/or the first customer service terminal before the second customer service terminal joins the session group.
3. The method of claim 1, wherein prior to joining a second customer service to the session group, the method further comprises:
sending a second customer service end adding request to the user end;
and if receiving the addition determining message returned by the user side, determining to add the second customer service side into the session group.
4. The method of claim 1, further comprising;
and if the session group is monitored to have no new session message generated within the preset time length or the user side quits the session group, the session group is dispersed.
5. The method of claim 4, wherein prior to dismissing the session group, the method further comprises:
sending a session resolution request to the user side;
and if receiving a definite dispergation message returned by the user side, confirming to dispergate the session group.
6. The method of claim 1, wherein joining the second customer service end to the session group comprises:
determining a second customer service end identification corresponding to the preset keyword;
and adding the second customer service end corresponding to the second customer service end identification into the session group.
7. The method of claim 1, wherein joining the second customer service end to the session group comprises:
acquiring commodity information associated with the conversation message;
determining a second customer service end identification based on the commodity information;
and adding the second customer service end corresponding to the second customer service end identification into the session group.
8. The method of claim 1, wherein the first customer service provider is a merchant customer service provider and the second customer service provider is a platform customer service provider; or the first customer service end is a platform customer service end, and the second customer service end is a merchant customer service end.
9. The method of claim 8, wherein if the first client is a merchant client, the joining a second client to the conversation group upon detecting that the conversation message includes a predetermined keyword comprises:
when detecting that the session message contains a first type of preset keywords, adding a platform customer service end into the session group;
if the first customer service end is a platform customer service end, when detecting that the session message contains a preset keyword, adding a second customer service end into the session group, wherein the steps of:
and when detecting that the session message contains a second type of preset keywords, adding the merchant customer service end into the session group.
10. The method according to any one of claims 1 to 9, wherein it is detected whether the session message contains a preset keyword by:
for each conversation message, acquiring text content in the conversation message;
and processing the text content based on a keyword library, and determining whether the conversation message contains preset keywords.
11. A multi-party session processing method, comprising:
sending a session request to a server, so that the server establishes a session group according to the session request;
joining the session group, and receiving and sending session messages through the session group, wherein the session group also comprises a first customer service terminal;
receiving a message sent by the server for joining a second customer service end in the session group, and displaying the session group after joining the second customer service end;
and when detecting that the session message contains a preset keyword, the server adds the second customer service terminal into the session group.
12. A multi-party conversation processing apparatus, comprising:
the establishing module is configured to respond to a session request initiated by a user side and establish a session group of the user side and a first customer service side;
an obtaining module configured to obtain a session message in the session group;
and the first processing module is configured to join the second customer service terminal into the session group when detecting that the session message contains a preset keyword.
13. A multi-party conversation processing apparatus, comprising:
the sending module is configured to send a session request to a server, so that the server establishes a session group according to the session request;
the second processing module is configured to join the session group, and receive and send session messages through the session group, and the session group further comprises a first customer service end;
the display control module is configured to receive a message sent by the server and joining a second customer service end in the session group, and display the session group including the second customer service end;
and when detecting that the session message contains a preset keyword, the server adds the second customer service terminal into the session group.
14. A computer-readable storage medium, on which a computer program is stored, characterized in that the computer program, when being executed by a processor, carries out the method of any one of claims 1 to 11.
15. An electronic device, comprising:
a processor; and
a memory for storing executable instructions of the processor;
wherein the processor is configured to perform the method of any of claims 1 to 11 via execution of the executable instructions.
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