CN113095857A - Customer service system integration method and related equipment - Google Patents
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Abstract
The embodiment of the application discloses a customer service system integration method, which comprises the following steps: acquiring customer service information of a target user, wherein the customer service information is generated when the target user establishes connection with customer service equipment by using a sales platform; extracting a target field value of a specific field from the customer service information, wherein the specific field is used for describing a sales platform of a customer service information source; inquiring a target user information search strategy corresponding to a target field value in a preset strategy mapping table, and executing the target user information search strategy to obtain user information of a target user from a target user relationship management system; and displaying the user information of the target user on the customer service interface. According to the scheme, the field value of the specific field of the customer service information is judged, the information search strategy matched with the user source is selected to obtain the user information and is displayed on the customer service interface, so that customer service personnel can determine the basic information of the user through the information displayed on the customer service interface, and service is provided for the user better.
Description
Technical Field
The embodiment of the application relates to the field of communication, in particular to a customer service system integration method and related equipment
Background
The customer service system is a general name of instant messaging software with specific functions. Compared with other instant communication software, the method realizes seamless combination with the sales platform and provides a conversation platform for users and customer service personnel using the sales platform; the user selects the customer service on the sales platform, and then the user can talk with customer service personnel through a customer service window established by the customer service system.
One common characteristic of the customer service system is: when a user wants to use the online customer service system, specific customer service information must be generated based on the sales platform, and then connection between customer service side service personnel and the user is established by means of the connection information.
When a user has some questions and problems about the commodity, the merchant can request to provide customer service through the sales platform, however, the customer service staff often serve the user who comes from different sales platforms, and therefore, when the customer service is provided, how the customer service staff determines the identity of the user is a problem to be solved urgently.
Disclosure of Invention
The scheme judges the field value of a specific field of customer service information, selects an information search strategy matched with a user source to obtain user information and displays the user information on a customer service interface, so that customer service personnel can determine the basic information of a user through the information displayed on the customer service interface, and service is better provided for the user.
A first aspect of an embodiment of the present application provides a customer service system integration method, which is applied to a customer service device, where the customer service device is connected to user relationship management systems of at least two sales platforms, and the method includes:
acquiring customer service information of a target user, wherein the customer service information is generated when the target user establishes connection with the customer service equipment by using the sales platform;
extracting a target field value of a specific field from the customer service information, wherein the specific field is used for describing a sales platform from which the customer service information comes;
inquiring a target user information search strategy corresponding to the target field value in a preset strategy mapping table, wherein the strategy mapping table is used for storing at least one corresponding relation between the field value of a specific field and a user information search strategy, and the user information search strategy and a user relation management system have a corresponding relation;
executing the target user information search strategy to obtain the user information of the target user from a target user relationship management system corresponding to the target user information search strategy;
and displaying the user information of the target user on a customer service interface.
Based on the customer service system integration method provided in the first aspect of the embodiment of the present application, optionally, the executing the target user information search policy includes:
determining the identification number of the target user based on the customer service information;
and executing the target user information search strategy based on the identification number to obtain the user information corresponding to the identification number from the target user relationship management system.
Based on the customer service system integration method provided in the first aspect of the embodiment of the present application, optionally, the method further includes:
determining a commodity identity identification number associated with the target user based on the customer service information;
executing the target user information search strategy based on the commodity identity identification number to acquire commodity information corresponding to the commodity identity identification number;
and displaying the commodity information on the customer service interface.
Based on the customer service system integration method provided in the first aspect of the embodiment of the present application, optionally, before obtaining the customer service information of the target user, the method further includes:
acquiring a target policy program statement for reading information of the target client management system;
packaging the execution process of the target strategy program statement to obtain a target user information search strategy;
and associating and storing the target user information search strategy and the target field value to the strategy mapping table, wherein the target field value is a field value of the specific field when the user information is stored in the target customer management system.
Based on the customer service system integration method provided in the first aspect of the embodiment of the present application, optionally, the obtaining a target policy program statement for reading information of the target customer management system includes:
determining a target policy parent class, wherein the target policy parent class stores a common policy program statement for acquiring user information in different types of client management systems;
acquiring a specific strategy program statement used for acquiring user information under the target customer management system;
and merging the common strategy program statement and the specific strategy program statement to obtain the target strategy program statement.
A second aspect of the embodiments of the present application provides a customer service device, where the customer service device is connected to user relationship management systems of at least two sales platforms, and the customer service device includes:
the acquisition unit is used for acquiring customer service information of a target user, wherein the customer service information is generated when the target user establishes connection with the customer service equipment by using the sales platform;
the extracting unit is used for extracting a target field value of a specific field from the customer service information, and the specific field is used for describing a sales platform from which the customer service information is sourced;
the query unit is used for querying a target user information search strategy corresponding to the target field value in a preset strategy mapping table; the strategy mapping table is used for storing at least one corresponding relation between the field value of the specific field and the user information searching strategy, and the user information searching strategy and the user relation management system have a corresponding relation;
the execution unit is used for executing the target user information search strategy so as to obtain the user information of the target user from a target user relationship management system corresponding to the target user information search strategy;
and the display unit is used for displaying the user information of the target user on a customer service interface.
Based on the customer service equipment provided in the second aspect of the embodiment of the present application, optionally, the execution unit is specifically configured to:
determining the identification number of the target user based on the customer service information;
and executing the target user information search strategy based on the identification number to obtain the user information corresponding to the identification number in the target user relationship management system.
Based on the customer service equipment provided in the second aspect of the embodiment of the present application, optionally, the equipment further includes:
a commodity identity identification number determination unit used for determining a commodity identity identification number associated with the target user based on the customer service information;
a commodity information acquisition unit configured to execute the user information search policy based on the commodity identification number to acquire commodity information corresponding to the commodity identification number;
and the commodity information display unit is used for displaying the commodity information on the customer service interface.
Based on the customer service equipment provided in the second aspect of the embodiment of the present application, optionally, the equipment further includes:
a target policy program statement acquisition unit configured to acquire a target policy program statement for reading information from the target client management system;
the execution process packaging unit is used for packaging the execution process of the target strategy program statement;
a storage unit, configured to store the target policy program statement and the target field value in association with the policy mapping table, where the target field value is a field value of the specific field when the user information is stored in the target customer management system.
Based on the customer service device provided in the second aspect of the embodiment of the present application, optionally, the target policy program statement acquiring unit is specifically configured to:
determining a target policy parent class, wherein the target policy parent class stores a common policy program statement for acquiring user information in different types of client management systems;
acquiring a specific strategy program statement used for acquiring user information under the target customer management system;
and merging the common strategy program statement and the specific strategy program statement to obtain the target strategy program statement.
A third aspect of the embodiments of the present application provides customer service equipment, including:
the system comprises a central processing unit, a memory, an input/output interface, a wired or wireless network interface and a power supply;
the memory is a transient memory or a persistent memory;
the central processing unit is configured to communicate with the memory, and execute the instruction operations in the memory on the customer service device to perform the method according to any one of the first aspect of the embodiments of the present application.
A fourth aspect of embodiments of the present application provides a computer-readable storage medium, including instructions, which, when executed on a computer, cause the computer to perform the method according to any one of the first aspects of embodiments of the present application.
A fifth aspect of embodiments of the present application is a computer program product comprising instructions that, when executed on a computer, cause the computer to perform the method according to any one of the first aspect of embodiments of the present application.
According to the technical scheme, the embodiment of the application has the following advantages: according to the scheme, the field value of the specific field of the customer service information is judged, the information search strategy matched with the user source is selected to obtain the user information and is displayed on the customer service interface, so that customer service personnel can determine the basic information of the user through the information displayed on the customer service interface, and service is provided for the user better. The customer service personnel are prevented from additionally using other pages to inquire related user information, the integration of the customer service system is improved, and the feasibility of the scheme is improved.
Drawings
In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings needed to be used in the description of the embodiments or the prior art will be briefly introduced below, it is obvious that the drawings in the following description are only embodiments of the present application, and for those skilled in the art, other drawings can be obtained according to the provided drawings without creative efforts.
FIG. 1 is a schematic flow chart diagram illustrating an embodiment of a customer service system integration method according to the present application;
FIG. 2 is another schematic flow chart diagram illustrating an embodiment of a customer service system integration method of the present application;
FIG. 3 is a flowchart illustrating an embodiment of a method for obtaining a target user information search policy according to the present application;
FIG. 4 is another schematic diagram of an embodiment of a customer service facility;
FIG. 5 is another schematic diagram of an embodiment of a customer service device according to the present application.
Detailed Description
In order to make the objects, technical solutions and advantages of the present application more apparent, the present application is described in further detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative of the present application and are not intended to limit the present application. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present application.
The terms "first," "second," "third," "fourth," and the like in the description and in the claims of the present application and in the drawings described above, if any, are used for distinguishing between similar elements and not necessarily for describing a particular sequential or chronological order. It will be appreciated that the data so used may be interchanged under appropriate circumstances such that the embodiments described herein may be practiced otherwise than as specifically illustrated or described herein. Furthermore, the terms "comprises," "comprising," and "having," and any variations thereof, are intended to cover a non-exclusive inclusion, such that a process, method, system, article, or apparatus that comprises a list of steps or elements is not necessarily limited to those steps or elements expressly listed, but may include other steps or elements not expressly listed or inherent to such process, method, article, or apparatus.
It should be noted that the descriptions in this application referring to "first", "second", etc. are for descriptive purposes only and are not to be construed as indicating or implying relative importance or implicitly indicating the number of technical features indicated. Thus, a feature defined as "first" or "second" may explicitly or implicitly include at least one such feature. In addition, technical solutions between various embodiments may be combined with each other, but must be realized by a person skilled in the art, and when the technical solutions are contradictory or cannot be realized, such a combination should not be considered to exist, and is not within the protection scope of the present application.
A merchant displays goods on a sales platform, when a user has some questions and problems about the goods, the user can request to provide customer service through the sales platform, however, customer service staff often serve users from different sales platforms, for example, a certain merchant respectively opens shops on platform a and platform B, the merchant entrusts the customer service to another customer service staff, at this time, when there is a customer service request to be processed, the customer service staff needs to process the questions of platform a customers and the questions of platform B users at the same time, when providing service, the customer service staff often needs personal information of some users to assist in solving the problems of the users, such as information of gender, age, residence and the like of the users, therefore, user information needs to be obtained from a customer management system corresponding to platform a and a customer management system corresponding to platform a, respectively, and a large number of program statements need to be written in the customer service system, are difficult to implement.
Based on the foregoing problem, an embodiment of the present application provides a customer service system integration method for acquiring user information, please refer to fig. 1, and an embodiment of the present application includes: step 101-step 105.
101. And acquiring the customer service information of the target user.
The environment applied by the scheme is that customer service equipment used by customer service personnel has an incidence relation with at least user relationship management (CRM) systems of two sales platforms. Firstly, customer service information of a target user needs to be acquired, the customer service information is generated when the target user establishes connection with customer service equipment by using a sales platform, namely the user applies for customer service through the sales platform, the customer service information generated in the process is acquired, specific customer service information can be Uniform Resource Locator (URL) generated in the connection process, the URL used for establishing communication connection between a customer service worker and the user is determined as the customer service information, and the URL is used for subsequent further analysis.
102. And extracting a target field value of a specific field from the customer service information.
Specifically, it may be predetermined at which position of the customer service information the specific field is added before establishing a connection between the customer service device and the user, so as to facilitate determining information of the target field value when executing a subsequent method, the target field value included in the specific field is determined based on the sales platform used by the user, if the platform a is used, the target field value of the specific field is 001, and if the platform B is used, the target field value of the specific field is 002, and the like, and the corresponding relationship between the specific field value and the platform may be determined according to an actual situation, which is not limited herein.
103. Inquiring the target user information search strategy corresponding to the target field value in a preset strategy mapping table
Inquiring a target user information search strategy corresponding to the target field value in a preset strategy mapping table, wherein the strategy mapping table is used for storing at least one corresponding relation between the field value of a specific field and a user information search strategy, and the user information search strategy and a user relation management system have a corresponding relation; inquiring a strategy mapping table based on the target field value to obtain corresponding target user information search strategies, wherein different target field values can correspond to different user information search strategies and can also correspond to the same user information search strategy, specifically according to user relation management systems used by different sales platforms, for sales platforms adopting different user relation management systems, different user information search strategies are required to be adopted for reading the user information, for sales platforms adopting the same user relation management system, the same user information search strategy can be adopted, if the user relation management systems adopted by the A platform and the C platform are the same version of the user relation management system, the target field value corresponding to the A platform and the target field value corresponding to the C platform recorded in the strategy mapping table can have corresponding relation with the same set of user information search strategies, the user relationship management system adopted by the platform B is another set of user relationship management system, and the target field value corresponding to the platform B recorded in the policy mapping table has a corresponding relationship with another set of user information search policy, and may be specifically set according to an actual situation, which is not limited herein.
104. And executing the target user information searching strategy.
And executing the target user information searching strategy to obtain the user information of the target user from a target user relationship management system corresponding to the target user information searching strategy. The target user information search strategy is stored with a program statement for querying the target user relationship management system so as to complete the process of acquiring the user information from the target user relationship management system, and different target user information search strategies need to be adopted for different versions of user relationship management systems. Program statements included in the target user information search strategy are written in advance for workers, are suitable for the corresponding target user relationship management system, and are used for completing login authentication of the target user relationship management system, searching user information of a target user and returning the user information of the target user. The categories of user information may include: the gender, age, residence and head portrait of the user, and the type of the user information may be determined according to the actual situation, and is not limited herein.
105. And displaying the user information of the target user on the customer service interface.
And displaying the user information of the target user on the customer service interface. Therefore, customer service staff can visually obtain the user information of the target user, and service is provided for the user better.
According to the technical scheme, the embodiment of the application has the following advantages: according to the scheme, the field value of the specific field of the customer service information is judged, the information search strategy matched with the user source is selected to obtain the user information and is displayed on the customer service interface, so that customer service personnel can determine the basic information of the user through the information displayed on the customer service interface, and service is provided for the user better. The customer service personnel are prevented from additionally using other pages to inquire related user information, the integration of the customer service system is improved, and the feasibility of the scheme is improved.
Based on the embodiment described in fig. 1, a detailed embodiment of the present invention that can be selectively executed in the implementation process is provided below, and referring to fig. 2, an embodiment of the present application includes: step 201-step 205.
201. And acquiring the customer service information of the target user.
202. And extracting a target field value of a specific field from the customer service information.
203. And inquiring the target user information search strategy corresponding to the target field value in a preset strategy mapping table.
Steps 201 to 203 in this embodiment are similar to steps 101 to 103 in the embodiment corresponding to fig. 1, and are not described herein again.
204. And determining the identification number of the target user based on the customer service information.
And determining the identification number of the target user based on the customer service information. The specific identification number of the target user can be obtained from a URL (uniform resource locator) adopted when the target user establishes connection with the customer service equipment by using the sales platform, the identification number of the target user is determined, the identification number is a storage serial number of the user in the target user relationship management system, and the identification number of the target user is determined so as to determine the required target user information in the target user relationship management system.
205. And executing a target user information search strategy based on the identification number to obtain user information corresponding to the identification number.
And executing a target user information search strategy based on the identification number to obtain user information corresponding to the identification number. And inquiring the user information correspondingly stored by the corresponding identification number in the target user relationship management system to serve as the user information displayed to the customer service staff.
206. And determining a commodity identity identification number associated with the target user based on the customer service information.
When a user obtains customer service, a customer service request is often initiated for a certain commodity in question, so that further, a commodity identity identification number associated with the target user is determined based on the customer service information, the commodity identity identification number is the commodity in question for the user, if the user presses a customer service button on a commodity A interface provided by the platform A, the commodity A is the commodity associated with the target user, and the identity identification number of the same commodity can be obtained from a URL (uniform resource locator) adopted when the target user establishes connection with the customer service equipment by using the sales platform, so that subsequent steps can be executed.
207. And executing a user information search strategy based on the commodity identity identification number to acquire the commodity information corresponding to the commodity identity identification number.
And executing a user information search strategy based on the commodity identity identification number to acquire the commodity information corresponding to the commodity identity identification number. The specific acquisition process of the commodity information may also store a program statement for implementing the function in the user information search policy in advance, and the form and execution mode of the program statement are different based on different storage locations of the commodity information, which may be determined specifically according to actual situations and is not limited herein.
208. And displaying the commodity information on the customer service interface.
209. And displaying the user information of the target user on the customer service interface.
The commodity information and the user information are displayed on the customer service interface, so that customer service personnel can determine the identity of the user based on the commodity information and the user information displayed on the customer service interface and know commodities associated with the problem consulted by the customer, and the service can be provided for the user based on more detailed information. The auxiliary information can be provided for the service process of the customer service personnel through the customer service interface, the customer service personnel are prevented from additionally using other pages to inquire related commodity information and user information, the integration of the customer service system is improved, and the implementation of the scheme is improved.
Based on the embodiments corresponding to fig. 1 and fig. 2, a method for obtaining a target user information search policy in the present solution is described below, specifically referring to fig. 3, including step 301 to step 305.
301. A target policy parent is determined.
Determining a target policy parent class which stores common policy program statements used for acquiring user information in different types of customer management systems. In the actual implementation process of the scheme, certain relation exists among client management systems adopted by different sales platforms, and in the process of acquiring user information, even if certain program statements still achieve corresponding functions for different client management systems, therefore, in order to avoid the repeated program statement compiling process for each client management system, the applicability of the scheme is improved, a target policy parent class can be set, the shared policy program statements stored in the target policy parent class can be used for a plurality of client management systems of different types, when a user wants to additionally add a user information searching policy corresponding to a certain sales platform, the target policy class used for the client management system corresponding to the sales platform can be determined firstly, further certain repeated work is avoided, and the feasibility of the scheme is improved.
302. And acquiring a specific strategy program statement used for acquiring user information under the target client management system.
And acquiring a specific strategy program statement used for acquiring user information under the target client management system. For example, in the authentication process of logging in the user relationship management system, the used authentication information is different for different sales platforms, so a specific policy program statement for a specific customer management system needs to be written additionally, so that the finally obtained target user information search policy can be applicable to the target customer management system.
303. And merging the common strategy program statement and the specific strategy program statement to obtain the target strategy program statement.
And merging the common strategy program statement and the specific strategy program statement stored in the target strategy parent class to obtain the target strategy program statement. The target policy program statement is a program statement that can completely execute the process of obtaining the client information of the target client from the target client management system.
304. And packaging the execution process of the target strategy program statement to obtain the target user information search strategy.
And packaging the execution process of the target strategy program statement to obtain the target user information search strategy. The method comprises the steps of packaging the execution process of a program statement, hiding attributes and implementation details which are possibly exposed in the execution process of a target strategy program statement, and only externally disclosing an interface, so that the stability of the execution process of the target strategy program statement is ensured, the execution process of the target strategy program statement is prevented from being interfered by the outside, and a user calling a target user information search strategy does not need to know the specific implementation details of the execution process of the target strategy program statement, but only needs to call the target user information search strategy through an external interface.
305. And storing the target user information search strategy and the target field value into the strategy mapping table in an associated manner.
And storing the target user information search strategy and the target field value into the strategy mapping table in an associated manner. Therefore, when the target user information search strategy needs to be used, the target user information search strategy can be called through the target field value, and the subsequent user information acquisition process is further completed.
According to the technical scheme, the embodiment of the application has the following advantages: the mode provides an adding mode of the user information searching strategy, reduces the repetitive work required in the code writing process by pre-storing the common program statements by the target strategy father class, and simultaneously encapsulates and stores different searching strategies, so that the codes used in the implementation processes of the embodiment shown in the figure 1 and the figure 2 conform to the opening and closing principle, the readability and the expansibility of the codes are improved, the subsequent maintenance work of the codes is conveniently executed,
the above describes the customer service system integration method in the application embodiment, and the customer service device in the application embodiment is described below. Referring to fig. 4, an embodiment of the present application includes:
a customer service device connected to a user relationship management system of at least two sales platforms, comprising:
an obtaining unit 401, configured to obtain customer service information of a target user, where the customer service information is generated when the target user establishes a connection with the customer service device using the sales platform;
an extracting unit 402, configured to extract a target field value of a specific field from the customer service information, where the specific field is used to describe a sales platform from which the customer service information is sourced;
a querying unit 403, configured to query, in a preset policy mapping table, a target user information search policy corresponding to the target field value; the strategy mapping table is used for storing at least one corresponding relation between the field value of the specific field and the user information searching strategy, and the user information searching strategy and the user relation management system have a corresponding relation;
an executing unit 404, configured to execute the target user information search policy, so as to obtain user information of the target user from a target user relationship management system corresponding to the target user information search policy;
and a display unit 405, configured to display the user information of the target user on a customer service interface.
In this embodiment, the flow executed by each unit in the customer service device is similar to the method flow described in the embodiment corresponding to fig. 1, and is not described herein again.
Optionally, the execution unit is specifically configured to:
determining the identification number of the target user based on the customer service information;
and executing the target user information search strategy based on the identification number to obtain the user information corresponding to the identification number in the target user relationship management system.
Optionally, the apparatus further comprises:
a commodity identity identification number determination unit used for determining a commodity identity identification number associated with the target user based on the customer service information;
a commodity information acquisition unit configured to execute the user information search policy based on the commodity identification number to acquire commodity information corresponding to the commodity identification number;
and the commodity information display unit is used for displaying the commodity information on the customer service interface.
Optionally, the apparatus further comprises:
a target policy program statement acquisition unit configured to acquire a target policy program statement for reading information from the target client management system;
the execution process packaging unit is used for packaging the execution process of the target strategy program statement;
a storage unit, configured to store the target policy program statement and the target field value in association with the policy mapping table, where the target field value is a field value of the specific field when the user information is stored in the target customer management system.
Optionally, the target policy program statement acquiring unit is specifically configured to:
determining a target policy parent class, wherein the target policy parent class stores a common policy program statement for acquiring user information in different types of client management systems;
acquiring a specific strategy program statement used for acquiring user information under the target customer management system;
and merging the common strategy program statement and the specific strategy program statement to obtain the target strategy program statement.
Fig. 5 is a schematic structural diagram of a customer service device according to an embodiment of the present application, where the customer service device 500 may include one or more Central Processing Units (CPUs) 501 and a memory 505, and one or more applications or data are stored in the memory 505.
In this embodiment, the specific functional module division in the central processing unit 501 may be similar to the functional module division manner of each unit described in fig. 4, and is not described herein again.
The server 500 may also include one or more power supplies 502, one or more wired or wireless network interfaces 503, one or more input-output interfaces 504, and/or one or more operating systems, such as Windows Server, Mac OS XTM, UnixTM, LinuxTM, FreeBSDTM, etc.
The central processing unit 501 may perform the operations performed by the customer service system integration method in the embodiments shown in fig. 1 or fig. 2, which are not described herein again.
The present invention also provides a computer readable storage medium for implementing the functions of the customer service system integration method, having stored thereon a computer program which, when executed by a processor, the processor may be adapted to perform the customer service system integration method as described in fig. 1.
It will be appreciated that the integrated units, if implemented in the form of software functional units and sold or used as a stand-alone product, may be stored in a corresponding one of the computer readable storage media or integrated as a computer program product for performing the above-described method. Based on such understanding, all or part of the flow of the method according to the above embodiments may be implemented by a computer program, which may be stored in a computer-readable storage medium and used by a processor to implement the steps of the above embodiments of the method. Wherein the computer program comprises computer program code, which may be in the form of source code, object code, an executable file or some intermediate form, etc. The computer-readable medium may include: any entity or device capable of carrying the computer program code, recording medium, usb disk, removable hard disk, magnetic disk, optical disk, computer Memory, Read-Only Memory (ROM), Random Access Memory (RAM), electrical carrier wave signals, telecommunications signals, software distribution medium, and the like. It should be noted that the computer readable medium may contain content that is subject to appropriate increase or decrease as required by legislation and patent practice in jurisdictions, for example, in some jurisdictions, computer readable media does not include electrical carrier signals and telecommunications signals as is required by legislation and patent practice.
The integrated unit, if implemented in the form of a software functional unit and sold or used as a stand-alone product, may be stored in a computer readable storage medium. Based on such understanding, the technical solution of the present invention may be embodied in the form of a software product, which is stored in a storage medium and includes instructions for causing a computer device (which may be a personal computer, a server, or a network device) to execute all or part of the steps of the method according to the embodiments of the present invention. And the aforementioned storage medium includes: a U-disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk or an optical disk, and other various media capable of storing program codes.
It is clear to those skilled in the art that, for convenience and brevity of description, the specific working processes of the above-described systems, apparatuses and units may refer to the corresponding processes in the foregoing method embodiments, and are not described herein again.
In the several embodiments provided in the present application, it should be understood that the disclosed system, apparatus and method may be implemented in other manners. For example, the above-described apparatus embodiments are merely illustrative, and for example, the division of the units is only one logical division, and other divisions may be realized in practice, for example, a plurality of units or components may be combined or integrated into another system, or some features may be omitted, or not executed. In addition, the shown or discussed mutual coupling or direct coupling or communication connection may be an indirect coupling or communication connection through some interfaces, devices or units, and may be in an electrical, mechanical or other form.
The units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the units can be selected according to actual needs to achieve the purpose of the solution of the embodiment.
In addition, functional units in the embodiments of the present application may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit. The integrated unit can be realized in a form of hardware, and can also be realized in a form of a software functional unit.
The above-mentioned embodiments are only used for illustrating the technical solutions of the present invention, and not for limiting the same; although the present invention has been described in detail with reference to the foregoing embodiments, it will be understood by those of ordinary skill in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some technical features may be equivalently replaced; and such modifications or substitutions do not depart from the spirit and scope of the corresponding technical solutions of the embodiments of the present invention.
Claims (13)
1. A customer service system integration method is applied to customer service equipment, the customer service equipment is connected with user relationship management systems of at least two sales platforms, and the method comprises the following steps:
acquiring customer service information of a target user, wherein the customer service information is generated when the target user establishes connection with the customer service equipment by using the sales platform;
extracting a target field value of a specific field from the customer service information, wherein the specific field is used for describing a sales platform from which the customer service information comes;
inquiring a target user information search strategy corresponding to the target field value in a preset strategy mapping table, wherein the strategy mapping table is used for storing at least one corresponding relation between the field value of a specific field and a user information search strategy, and the user information search strategy and a user relation management system have a corresponding relation;
executing the target user information search strategy to obtain the user information of the target user from a target user relationship management system corresponding to the target user information search strategy;
and displaying the user information of the target user on a customer service interface.
2. The customer service system integration method of claim 1, wherein said enforcing said target user information lookup policy comprises:
determining the identification number of the target user based on the customer service information;
and executing the target user information search strategy based on the identification number to obtain the user information corresponding to the identification number from the target user relationship management system.
3. The customer service system integration method of claim 1, further comprising:
determining a commodity identity identification number associated with the target user based on the customer service information;
executing the target user information search strategy based on the commodity identity identification number to acquire commodity information corresponding to the commodity identity identification number;
and displaying the commodity information on the customer service interface.
4. The customer service system integration method of claim 1, wherein prior to obtaining customer service information for a target user, the method further comprises:
acquiring a target policy program statement for reading information of the target client management system;
packaging the execution process of the target strategy program statement to obtain a target user information search strategy;
and associating and storing the target user information search strategy and the target field value to the strategy mapping table, wherein the target field value is a field value of the specific field when the user information is stored in the target customer management system.
5. The customer service system integration method according to claim 4, wherein the obtaining of the target policy program statement for information reading of the target customer management system comprises:
determining a target policy parent class, wherein the target policy parent class stores a common policy program statement for acquiring user information in different types of client management systems;
acquiring a specific strategy program statement used for acquiring user information under the target customer management system;
and merging the common strategy program statement and the specific strategy program statement to obtain the target strategy program statement.
6. A customer service device, said customer service device being connected to a user relationship management system of at least two sales platforms, comprising:
the acquisition unit is used for acquiring customer service information of a target user, wherein the customer service information is generated when the target user establishes connection with the customer service equipment by using the sales platform;
the extracting unit is used for extracting a target field value of a specific field from the customer service information, and the specific field is used for describing a sales platform from which the customer service information is sourced;
the query unit is used for querying a target user information search strategy corresponding to the target field value in a preset strategy mapping table; the strategy mapping table is used for storing at least one corresponding relation between the field value of the specific field and the user information searching strategy, and the user information searching strategy and the user relation management system have a corresponding relation;
the execution unit is used for executing the target user information search strategy so as to obtain the user information of the target user from a target user relationship management system corresponding to the target user information search strategy;
and the display unit is used for displaying the user information of the target user on a customer service interface.
7. The customer service equipment of claim 6, wherein the execution unit is specifically configured to:
determining the identification number of the target user based on the customer service information;
and executing the target user information search strategy based on the identification number to obtain the user information corresponding to the identification number in the target user relationship management system.
8. The customer service device of claim 6, wherein the device further comprises:
a commodity identity identification number determination unit used for determining a commodity identity identification number associated with the target user based on the customer service information;
a commodity information acquisition unit configured to execute the user information search policy based on the commodity identification number to acquire commodity information corresponding to the commodity identification number;
and the commodity information display unit is used for displaying the commodity information on the customer service interface.
9. The customer service device of claim 6, wherein the device further comprises:
a target policy program statement acquisition unit configured to acquire a target policy program statement for reading information from the target client management system;
the execution process packaging unit is used for packaging the execution process of the target strategy program statement;
a storage unit, configured to store the target policy program statement and the target field value in association with the policy mapping table, where the target field value is a field value of the specific field when the user information is stored in the target customer management system.
10. The customer service device of claim 6, wherein the target policy program statement acquisition unit is specifically configured to:
determining a target policy parent class, wherein the target policy parent class stores a common policy program statement for acquiring user information in different types of client management systems;
acquiring a specific strategy program statement used for acquiring user information under the target customer management system;
and merging the common strategy program statement and the specific strategy program statement to obtain the target strategy program statement.
11. A customer service device, comprising:
the system comprises a central processing unit, a memory, an input/output interface, a wired or wireless network interface and a power supply;
the memory is a transient memory or a persistent memory;
the central processor is configured to communicate with the memory, the instructions in the memory operating to perform the method of any of claims 1-5 on the customer service device.
12. A computer-readable storage medium comprising instructions that, when executed on a computer, cause the computer to perform the method of any one of claims 1-5.
13. A computer program product comprising instructions which, when run on a computer, cause the computer to perform the method of any one of claims 1-5.
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| CN202110466350.7A CN113095857A (en) | 2021-04-28 | 2021-04-28 | Customer service system integration method and related equipment |
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Citations (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN109544221A (en) * | 2018-11-14 | 2019-03-29 | 深圳前海微众银行股份有限公司 | Customer service method, equipment and computer readable storage medium |
| CN111639179A (en) * | 2020-04-20 | 2020-09-08 | 福建省农村信用社联合社 | Privacy control method and device for batch customer information of bank front-end query system |
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Patent Citations (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN109544221A (en) * | 2018-11-14 | 2019-03-29 | 深圳前海微众银行股份有限公司 | Customer service method, equipment and computer readable storage medium |
| CN111639179A (en) * | 2020-04-20 | 2020-09-08 | 福建省农村信用社联合社 | Privacy control method and device for batch customer information of bank front-end query system |
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