CN113176938A - Scheduling method, system, terminal device and storage medium for customer service - Google Patents

Scheduling method, system, terminal device and storage medium for customer service Download PDF

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Publication number
CN113176938A
CN113176938A CN202110574190.8A CN202110574190A CN113176938A CN 113176938 A CN113176938 A CN 113176938A CN 202110574190 A CN202110574190 A CN 202110574190A CN 113176938 A CN113176938 A CN 113176938A
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service
customer
customer service
request
processing logic
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封佳威
卢道和
黄叶飞
边元乔
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WeBank Co Ltd
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WeBank Co Ltd
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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F9/00—Arrangements for program control, e.g. control units
    • G06F9/06—Arrangements for program control, e.g. control units using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
    • G06F9/46—Multiprogramming arrangements
    • G06F9/48—Program initiating; Program switching, e.g. by interrupt
    • G06F9/4806—Task transfer initiation or dispatching
    • G06F9/4843—Task transfer initiation or dispatching by program, e.g. task dispatcher, supervisor, operating system
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F9/00—Arrangements for program control, e.g. control units
    • G06F9/06—Arrangements for program control, e.g. control units using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
    • G06F9/44—Arrangements for executing specific programs
    • G06F9/445—Program loading or initiating
    • G06F9/44521—Dynamic linking or loading; Link editing at or after load time, e.g. Java class loading

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  • Software Systems (AREA)
  • Theoretical Computer Science (AREA)
  • Physics & Mathematics (AREA)
  • General Engineering & Computer Science (AREA)
  • General Physics & Mathematics (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

The invention relates to the technical field of financial science and technology, and discloses a client service scheduling method, a client service scheduling system, terminal equipment and a computer storage medium. The scheduling method of the customer service comprises the steps of obtaining a service request to be served and extracting request parameters from the service request; acquiring target service processing logic from a preset distributed configuration center according to the request parameter, wherein the distributed configuration center is configured with respective service processing logic of all service products; dynamically loading each service module code file according to the target service processing logic; and executing the service module code file to schedule the customer service corresponding to the service request. The invention solves the technical problems that the time consumption of the scheduling service development and operation and maintenance process in the traditional mode is serious, and the requirement of the service side for quickly responding to the customer service scheduling cannot be met.

Description

Scheduling method, system, terminal device and storage medium for customer service
Technical Field
The present invention relates to the field of financial technology (Fintech), and in particular, to a method, a system, a terminal device, and a computer storage medium for scheduling a customer service.
Background
With the development of computer technology, more and more technologies are applied in the financial field, and the traditional financial industry is gradually changing to financial technology, but higher requirements are also put forward on the technologies due to the requirements of the financial industry on safety, instantaneity, stability and the like.
At present, the scheduling of providing corresponding customer services for different business products is performed in a form of combining a hard-coded redis (remote dictionary service, which is an open source written in ANSI C language, supports network, can be based on a log type and a "Key-Value" database which can also be persistent, and provides API (Application Programming Interface) message queues in multiple languages with a state machine). Therefore, not only the development, test and online deployment processes of the complete set of service processing logic need to be performed on the different service products, but also the respective service processing logic needs to be developed and the test and deployment needs to be performed on the two service products independently even when the difference between the two service products is small. Therefore, the existing customer service scheduling mode combining a hard coded redis message queue and a state machine consumes a lot of time in the processes of service scheduling development and operation and maintenance, and cannot meet the requirement of quick response of a service side to customer service scheduling.
Disclosure of Invention
The invention mainly aims to provide a client service scheduling method, a client service scheduling system, a terminal device and a computer storage medium, and aims to solve the technical problems that the existing client service scheduling mode of combining a hard coded redis message queue and a state machine is time-consuming in the processes of scheduling service development and operation and maintenance, and cannot meet the requirement of a service side for quickly responding to client service scheduling.
In order to achieve the above object, the present invention provides a method for scheduling a customer service, where the method for scheduling a customer service includes:
acquiring a service request to be served and extracting request parameters from the service request;
acquiring target service processing logic from a preset distributed configuration center according to the request parameter, wherein the distributed configuration center is configured with respective service processing logic of all service products;
dynamically loading each service module code file according to the target service processing logic;
and executing the service module code file to schedule the customer service corresponding to the service request.
In addition, to achieve the above object, the present invention further provides a customer service scheduling system, including:
the system comprises an acquisition module, a service processing module and a service processing module, wherein the acquisition module is used for acquiring a service request to be served, extracting request parameters from the service request and acquiring target service processing logic from a preset distributed configuration center according to the request parameters, and the distributed configuration center is configured with respective service processing logic of all service products;
the code dynamic loading module is used for dynamically loading the code files of all the service modules according to the target service processing logic;
and the customer service scheduling module is used for executing the service module code file to schedule the customer service corresponding to the service request.
Wherein, each functional module of the scheduling system of the customer service of the invention realizes the steps of the scheduling method of the customer service when in operation.
In addition, to achieve the above object, the present invention also provides a terminal device, including: a memory, a processor and a scheduler of a customer service stored on said memory and operable on said processor, said scheduler of a customer service implementing the steps of the method of scheduling of a customer service as described above when executed by said processor.
In addition, to achieve the above object, the present invention further provides a computer storage medium having a scheduler of a customer service stored thereon, wherein the scheduler of the customer service implements the steps of the scheduling method of the customer service as described above when being executed by a processor.
Furthermore, to achieve the above object, the present invention also provides a computer program product comprising a computer program which, when being executed by a processor, realizes the steps of the scheduling method of customer services as described above.
The invention provides a scheduling method, a system, terminal equipment, a computer storage medium and a computer program product of customer service, which are used for obtaining a service request to be served and extracting request parameters from the service request; acquiring target service processing logic from a preset distributed configuration center according to the request parameter, wherein the distributed configuration center is configured with respective service processing logic of all service products; dynamically loading each service module code file according to the target service processing logic; and executing the service module code file to schedule the customer service corresponding to the service request.
In the process of dispatching customer service aiming at the service request initiated by a customer for any service product, the terminal equipment configured as a dispatching system receives the service request initiated by any customer and extracts a request parameter from the service request, then the terminal equipment acquires the target service processing logic of the service product corresponding to the service request initiated by the customer from a distributed configuration center which is pre-configured with respective service processing logics of all the service products based on the request parameter, then the terminal equipment dynamically loads a service module code file required by processing the service request according to the target service processing logic, and finally the terminal equipment executes the dynamically loaded service module code file so as to dispatch the customer service adaptive to the service request to execute corresponding service operation.
Compared with the traditional mode of carrying out customer service scheduling by combining a hard-coded redis message queue and a state machine, the invention configures the service processing logics of all service products in a distributed configuration center, so that part or all of the service processing logics of a certain service product need to be updated, or the service processing logics of a certain service product need to be superposed with the logic same as that of another service product, and can directly modify the configuration file corresponding to the service processing logic in the distributed configuration center, namely, the invention can dynamically adjust the service processing logics without carrying out complex processes of redevelopment, test, online deployment and the like of the whole scheduling system, ensures the response enthusiasm of carrying out customer service scheduling aiming at service requests, and solves the problem that the time consumption of the scheduling service development and operation and maintenance process in the traditional mode is serious, the technical problem that the service side can not quickly respond to the requirement of customer service scheduling is solved.
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Fig. 1 is a schematic device structure diagram of a hardware operating environment of a terminal device according to an embodiment of the present invention;
FIG. 2 is a flowchart illustrating a first exemplary embodiment of a method for scheduling customer service;
FIG. 3 is a system framework diagram according to an embodiment of the scheduling method of customer service of the present invention;
FIG. 4 is a diagram illustrating protocol code for dynamically adapting service processing logic in accordance with an embodiment of the method for scheduling customer services of the present invention;
FIG. 5 is a diagram illustrating protocol codes for dynamically adapting a customer service matching model according to an embodiment of the customer service scheduling method of the present invention;
FIG. 6 is a block diagram of another system framework in accordance with an embodiment of the method for scheduling customer services of the present invention;
FIG. 7 is a block diagram of another system framework in accordance with an embodiment of the method for scheduling customer services of the present invention;
FIG. 8 is a functional block diagram of an embodiment of a customer service scheduling system according to the present invention.
The implementation, functional features and advantages of the objects of the present invention will be further explained with reference to the accompanying drawings.
Detailed Description
It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.
Referring to fig. 1, fig. 1 is a schematic device structure diagram of a terminal device hardware operating environment according to an embodiment of the present invention.
The terminal device according to the embodiment of the present invention may be a client device configured as a scheduling system for scheduling a client service, and the terminal device may be a smart phone, a PC (Personal Computer), a tablet Computer, a portable Computer, or the like.
As shown in fig. 1, the terminal device may include: a processor 1001, such as a CPU, a communication bus 1002, a user interface 1003, a network interface 1004, and a memory 1005. Wherein a communication bus 1002 is used to enable connective communication between these components. The user interface 1003 may include a Display screen (Display), an input unit such as a Keyboard (Keyboard), and the optional user interface 1003 may also include a standard wired interface, a wireless interface. The network interface 1004 may optionally include a standard wired interface, a wireless interface (e.g., a Wi-Fi interface). The memory 1005 may be a high-speed RAM memory or a non-volatile memory (e.g., a magnetic disk memory). The memory 1005 may alternatively be a storage device separate from the processor 1001.
Those skilled in the art will appreciate that the terminal device configuration shown in fig. 1 is not intended to be limiting of the terminal device and may include more or fewer components than those shown, or some components may be combined, or a different arrangement of components.
As shown in fig. 1, a memory 1005, which is a type of computer storage medium, may include an operating system, a network communication module, a user interface module, and a dispatcher for customer services.
In the terminal shown in fig. 1, the network interface 1004 is mainly used for connecting to a backend server and performing data communication with the backend server; the user interface 1003 is mainly used for connecting a client and performing data communication with the client; and processor 1001 may be configured to invoke a scheduler of a customer service stored in memory 1005 and perform the following embodiments of a scheduling method of a customer service.
Based on the above hardware structure, embodiments of the scheduling method of customer service of the present invention are provided.
It should be noted that, at present, the scheduling for providing corresponding customer services for different business products is performed in a form of combining a hard-coded redis (remote dictionary service, which is an open source written in ANSI C language, supporting network, a log-type "Key-Value" database that can be based on memory and can also be persistent, and providing API (Application Programming Interface) message queues and state machines in multiple languages). Therefore, not only the development, test and online deployment processes of the complete set of service processing logic need to be performed on the different service products, but also the respective service processing logic needs to be developed and the test and deployment needs to be performed on the two service products independently even when the difference between the two service products is small. Therefore, the existing customer service scheduling mode combining a hard coded redis message queue and a state machine consumes a lot of time in the processes of service scheduling development and operation and maintenance, and cannot meet the requirement of quick response of a service side to customer service scheduling.
In view of the above phenomena, the present invention provides a method for scheduling customer services. Referring to fig. 2, fig. 2 is a flowchart illustrating a first embodiment of a method for scheduling a client service according to the present invention, in this embodiment, the method for scheduling a client service is applied to the terminal device configured as a scheduling system, and the method for scheduling a client service according to the present invention includes:
step S10, obtaining a service request to be served and extracting request parameters from the service request;
the terminal equipment configured as a dispatching system receives a service request initiated by a client for a service product through a uniform gateway interface, and then analyzes the received service request to extract a request parameter encapsulated in the service request.
It should be noted that, in this embodiment, any service request received by the terminal device at least includes: the service request comprises a client identification of a client initiating the service request, a product identification of a service product aimed at by the client, and a question type of a question corresponding to the service request and needing the client service to provide a solution.
Specifically, for example, please refer to a system framework shown in fig. 3, in which a business system represents various products that require customer service (customer service for short) to provide corresponding service support, and the system framework further includes a terminal device configured as a scheduling system, a gateway interface provided for a customer to input a request parameter to initiate a business request, a distributed configuration center configured with respective service processing logics of all business products, a file storage space storing a specific business module code file, a model storage space storing a customer service matching model, and a feature library storing customer features and customer service features.
Under the system framework, a service request initiated by a client aiming at any service product is realized by calling the unified gateway interface: clientGateWay makes the input and the client, based on the gateway interface: when a client gateway ware inputs a request parameter to initiate a service request, at least the client identifier-client number, the product identifier-product number of the service product and the question type of the question requiring the client service to provide a solution (input through an input box with a pull-down option) need to be input, so that the terminal device, through the gateway interface: after the clientGateWay way receives the service request encapsulated with the user number, the product number and the problem type, the service request is analyzed based on any mature instruction analysis mode to extract request parameters: customer number, product number, and issue type.
Step S20, acquiring a target service processing logic from a preset distributed configuration center according to the request parameter, wherein the distributed configuration center is configured with respective service processing logic of all service products;
it should be noted that, in this embodiment, in the distributed configuration center in the system architecture, respective service processing logics of all service products are configured, the service processing logics (for example, user information query, user product query, user right check, and the like)) that are respectively common to all service products are abstracted into a service module file, and then the service module file is dynamically configured by the distributed configuration center, so as to implement dynamic loading of a code module corresponding to the service processing logic. In addition, since the service processing logic common to the service product is already configured in the distributed configuration center, when the service processing logic for configuring a new service product needs to be added subsequently, only the service processing logic of the new service product needs to be configured, and other service processing logic except the common service processing logic is configured, so that the configuration efficiency of the service processing logic of the service product can be effectively improved, and the response enthusiasm for customer service scheduling aiming at service requests initiated by the service product is further ensured.
It should be understood that, based on different design requirements of practical applications, in different possible embodiments, the distributed configuration center is configured with any other parameter configuration required for scheduling the client service, and the scheduling method of the client service of the present invention only limits that all parameter configurations for scheduling the client service are configured in the distributed configuration center, and the specific content of the parameter configuration is not specifically limited by the scheduling method of the client service of the present invention.
After receiving a service request initiated by a client and needing to be supported by client service, and extracting a request parameter encapsulated by the service request, the terminal device adapts and obtains a target service processing logic of a service product to which the service request initiated by the client belongs in respective service processing logics of all service products configured by a distributed configuration center according to the request parameter.
Specifically, for example, referring to the system framework shown in fig. 3, the distributed configuration center is configured with a protocol code shown in fig. 4 in advance, the protocol code specifies service processing logics of two service products, product a and product B, in the protocol code, the product code refers to the number of the service product, the number of each service product is different (e.g., "a" and "B"), the product biz refers to a specific service processing logic of the service product, where bizCode refers to the number of a service module code, a terminal configured as a scheduling system matches and loads a corresponding code block depending on the number, bizName refers to the service name of the code block, bizOrder refers to the execution sequence of the service module code: the module 1 is executed first, the module 2 is executed after the module 1, and so on, the bizError has two enumeration values, namely break and continue, wherein break refers to interrupting a program when a system exception occurs and returning directly, continue refers to skipping the judgment of the code module when the service module is abnormal, and processing of the next code module is directly performed without directly interrupting a thread to return an error code.
In this way, after receiving a service request initiated by a client and extracting request parameters, the terminal device assumes that, in the request parameters, the client number is the ID of the client: xxx … 3(x is any positive integer greater than or equal to 0), where the product number is a, the terminal device obtains the service processing logic of each of all products by pulling from the distributed configuration center, and then matches the product number a with the value "a" of the productCode field, so as to read the corresponding productBiz field as the target service processing logic of the product a to which the service request initiated by the current client belongs if the product number a is determined to be equal to the value "a".
It should be noted that, in this embodiment, the target service processing logic-product biz is an array, each object in the array is a set of service logic, the terminal device first sorts according to the size value of bizOrder, and arranges the code modules to be executed in sequence from small to large, for example, the service module codes to be executed in sequence by the terminal device according to the number corresponding to the size value of bizOrder in the target service processing logic-product biz of product a are: the checkUserId, complaintHistory, customerComlaintHistory … ….
Step S30, dynamically loading each service module code file according to the target service processing logic;
after the terminal device obtains the target service processing logic from the distributed configuration center according to the request parameters, the terminal device starts to process the service request initiated by the client according to the target service processing logic, and in the process of processing the service request, the terminal device sequentially and dynamically loads each service module code file according to the serial number of the service module code in the target service processing logic.
It should be noted that, in this embodiment, the Service module code file is an abstraction of some general Service processing logics (for example, user information query, user product query, user permission check, and the like), and a terminal device configured as a scheduling system abstracts these general Service processing logics into individual configuration files to be configured in a distributed configuration center, so that a Spi mechanism (an Spi mechanism refers to a Service Provider Interface: a real source self Service Provider Framework (Service Provider Framework)) can be relied on to separate a Service Interface from a Service implementation to achieve decoupling and greatly improve program extensibility.
Specifically, for example, referring to the system framework shown in fig. 3, a terminal device configured as a scheduling system matches a product number a with a value "a" of a productCode field, so as to read a corresponding productBiz field as a target service processing logic of a product a to which the service request initiated by a current client belongs, and according to the target service processing logic-productBiz of the product a, service module codes sequentially executed by numbers corresponding to the size values of bizOrder are: after the checkUserId, complaintHistory, customerComplaintHistory … …, according to the service module code number: the checkUserId, complaintHistory and customComlaintHistory … … are sequentially stored in a file storage space of a specific service module code file in the distributed configuration center, dynamically load the service module code file matched with the service module code number into a system (such as a java system) application program, and sequentially execute aiming at the service module code file.
It should be noted that, in this embodiment, the terminal device configured as the scheduling system dynamically loads the code file by using the java SPI mechanism. Specifically, for example, the terminal device configured as the scheduling system implements dynamic loading of the service module code file according to a configuration file, which is added in advance by a worker and used for controlling loading of the service module code file, through a custom programming and a preset policy mode of the worker for an interface. Furthermore, the terminal device configured as the scheduling system also passes through tool classes provided in JDK (Java Development Kit (JDK) is a software Development Kit for Java developers): "java.util.serviceloader" to implement service lookup.
Further, in this embodiment, the custom programming of the interface in the terminal device configured as the scheduling system is obtained by encoding based on an interface-oriented programming manner.
It should be noted that since abstract code modules often have many different implementations, for example: the system comprises a common log module scheme, an xml parsing module, a JDBC driver module and the like, so that in an object-oriented design concept, a worker codes on an interface in a terminal device configured as a scheduling system based on an interface-oriented programming mode to implement the interface between the code modules, instead of directly hard coding for an implementation class.
Further, in this embodiment, the terminal device configured as the scheduling system implements discovery of a service request initiated by a client based on the SPI technology.
It should be noted that, in this embodiment, the SPI technology is a mechanism provided in JAVA to find a service implementation class for a certain interface,
specifically, for example, a terminal device configured as a scheduling system creates a file named by a service interface in the META-INF/services/directory of a jar package at the same time by assuming in the JAVA SPI mechanism through an IOC concept similar to that in the Spring framework (i.e., moving the control right of program loading and assembly out of the program), after a provider of the service (e.g., a new log component) provides a certain implementation of the service interface, and the file fills in a fully qualified class name that implements a specific implementation class of the service interface. Therefore, when an external program assembles a code module, a specific implementation class path can be found through a configuration file in the META-INF/services/directory in the jar packet, and the instantiation can be loaded through a reflection mechanism, so that the injection of the module is completed.
And step S40, executing the service module code file to schedule the customer service corresponding to the service request.
After dynamically loading each service module code file, the terminal device executes the service module file, and when executing the module code file for allocating the customer service, further adapts and schedules the corresponding customer service to provide service support for the service request based on the customer identifier in the request parameter.
It should be noted that, in this embodiment, please refer to the system framework shown in fig. 3 and the protocol code shown in fig. 4, in the process of executing the module code file corresponding to the code module number checkUserId, complaintHistory and/or customerComplaintHistory … …, if an exception occurs, the terminal device configuring the scheduling system determines whether to skip the current exception to continue execution or directly return exception information at the current processing node according to the configured bizError in the protocol code.
Further, in a possible embodiment, after the step S40, the method for scheduling a customer service according to the present invention may further include:
step S50, acquiring a modification request for the target service processing logic;
after dispatching the customer service to provide corresponding service support for the service request initiated by the customer, the terminal device further obtains a modification request which is initiated by the customer based on self-demand and is modified for the target service processing logic of the service product to which the service request belongs.
It should be noted that, in this embodiment, since the customer service may propose a requirement for deleting the contact history with the customer service or other requirements after providing corresponding service support for the customer, the terminal device configured as the scheduling system generates a modification request for modifying the target service processing logic of the service product to which the service request belongs based on packaging the requirement. It should be understood that, based on different design requirements of practical applications, in different possible embodiments, the customer may naturally set other requirements during or after the customer service provides corresponding service support, and the scheduling method of the customer service according to the present invention is not limited to a specific kind of the modification request.
And step S60, modifying the target service processing logic in the distributed configuration center according to the modification request to obtain a new service processing logic.
After acquiring the modification request initiated by the client, the terminal device modifies the target service processing logic of the service product to which the service request initiated by the client belongs, which is configured by the distributed configuration center, according to the client requirement encapsulated by the modification request, so as to obtain a new service processing logic of the modified service product.
Specifically, for example, after a terminal device configured as a scheduling system schedules a customer service to provide corresponding service support for a service request initiated by a customer for a service product a, the customer and/or a development worker of the service product a proposes a modification request that requires deletion of a contact history between the customer and the customer service, and then the terminal device receives the modification request and directly modifies parameter configuration related to a service processing logic of the service product a on a distributed configuration center, and removes an id of a contact history module code, so that a new service processing logic of the modified service product a changes from an original "first calling a user right check code module, then performing a user transaction record query code module, then performing a query code module of the user contact history, and finally entering a distribution customer service code module: firstly, calling a user authority verification code module, then carrying out a user transaction record inquiry code module, and finally entering a direct customer service code distribution module.
The embodiment of the invention provides a scheduling method of customer service, which comprises the steps that terminal equipment configured into a scheduling system firstly receives a service request initiated by a customer for a service product through a uniform gateway interface, and then analyzes the received service request to extract a request parameter encapsulated in the service request; after receiving a service request which is initiated by a client and needs to be supported by client service and extracting a request parameter encapsulated by the service request, the terminal equipment adapts and obtains a target service processing logic of a service product to which the service request initiated by the client belongs in respective service processing logics of all service products configured by a distributed configuration center according to the request parameter; after acquiring the target service processing logic from the distributed configuration center according to the request parameters, the terminal equipment starts to process the service request initiated by the client according to the target service processing logic, and sequentially and dynamically loads each service module code file according to the serial number of the service module code in the target service processing logic in the process of processing the service request; after dynamically loading each service module code file, the terminal device executes the service module file, and further adapts and schedules the corresponding client service to provide service support for the service request based on the client identifier in the request parameter and a preset client service matching model when executing the module code file for allocating the client service.
In addition, after dispatching the customer service and providing corresponding service support aiming at the service request initiated by the customer, the terminal equipment further acquires a modification request which is initiated by the customer based on self requirements and is used for modifying the target service processing logic of the service product to which the service request belongs; after acquiring the modification request initiated by the client, the terminal device modifies the target service processing logic of the service product to which the service request initiated by the client belongs, which is configured by the distributed configuration center, according to the client requirement encapsulated by the modification request, so as to obtain a new service processing logic of the modified service product.
Compared with the traditional mode of carrying out customer service scheduling by combining a hard-coded radis message queue and a state machine, the invention configures the service processing logics of all service products in a distributed configuration center, so that part or all of the service processing logics of a certain service product are updated, or the service processing logics of a certain service product need to be superposed with the logic same as another service product, and can directly modify the configuration file corresponding to the service processing logic in the distributed configuration center, namely, the invention can dynamically adjust the service processing logic without carrying out complex processes of redevelopment, test, online deployment and the like of the whole scheduling system, ensures the response enthusiasm of carrying out customer service scheduling aiming at service requests, and solves the problem that the time consumption of the scheduling service development and operation and maintenance process in the traditional mode is serious, the technical problem that the service side can not quickly respond to the requirement of customer service scheduling is solved.
Further, based on the first embodiment, a second embodiment of the scheduling method for customer service of the present invention is provided, and a main difference between this embodiment and the first embodiment is that in this embodiment, each of the business module code files includes a module code file for allocating customer service, and the step S40 may include:
step S401, executing the module code file for distributing the customer service to load a preset customer service matching model, wherein the customer service matching model is obtained by deep learning training based on customer characteristics and customer service characteristics;
step S402, the customer service corresponding to the service request is adapted by the customer service matching model, and the customer service is scheduled.
It should be noted that, in this embodiment, the customer service matching model is a deep learning algorithm model based on tensoflow, the calculation of each customer service matching model is calculated based on a plurality of feature values (including feature values of customer features and feature values of customer service features) in the feature library in the system framework shown in fig. 3, in addition, the mathematical model of each model is slightly different, the respective emphasis points of the models are also different, and different business products provide customer service scheduling services for business requests initiated by customers for the business products by configuring different models.
In addition, the number of the customer service matching models is greater than one, and as shown in the system framework shown in fig. 3, the customer service matching models may specifically include: the customer service matching model can also comprise other algorithm models which are not listed in the system framework in which the client terminal configured as the scheduling system is positioned in different feasible implementation modes based on different design requirements of practical application, and the scheduling method of the client service is not limited by specific types of the client service matching model.
After dynamically loading each service module code file, the terminal device executes the service module file, and further adapts and schedules the corresponding client service to provide service support for the service request based on the client identifier in the request parameter and a preset client service matching model when executing the module code file for allocating the client service.
Further, in a possible embodiment, the step S401 may include:
step S4011, an algorithm model number is adapted in the module code file of the distributed customer service according to the product identification;
step S4012, determining a target customer service matching model corresponding to the algorithm model number in each customer service matching model;
in the process of dynamically loading each business module code file, when a module code file for distributing customer service in each business module code file is executed, the terminal equipment firstly analyzes a business request initiated by a customer to extract a product identifier in a request parameter, adapts an algorithm model number in the module code file, and determines a target customer service matching model corresponding to the algorithm model number in a plurality of customer service matching models.
Specifically, for example, referring to the system framework shown in fig. 3, the distributed configuration center is also configured with the protocol code shown in fig. 5 in advance, in which the product code represents a product number, the leaningmodel represents an algorithm model number, and the protocol code specifies that the product-product a calls a skill model (customer service skill model), the product-product b calls a userinnfo model user information model, and the modelConfig refers to configuration information of the algorithm model, because the same algorithm model can run multiple versions (so that the effect of the algorithm model can be quickly verified) at the same time in the same service product, the modelVersion refers to a version of the algorithm model, and the flow refers to traffic using the version, and the sum of the traffic is 100.
Specifically, for example, referring to the system framework shown in fig. 3, after processing to the service module, querystroportclient, the terminal device configured as a scheduling system, the scheduling process of the whole client service reaches the algorithm protocol matching stage (i.e. the client service for providing service support for the service request initiated by the client by using the client service matching model), and likewise, the terminal device will pull the latest algorithm module logic protocol (i.e. the protocol code shown in fig. 5) configured on the distributed configuration center, then matches the productA with the value of the productCode field, reads the value corresponding to the learning model field, this value represents the id (algorithm model number) of the corresponding algorithm model, and then, in the case that the terminal device reads that the value corresponding to the learning model field is the skillModel, namely, a target customer service matching model which is currently used for carrying out corresponding customer service adaptation aiming at the service request of the service product A is determined as a customer service skill model.
Step S4013, calculating to obtain a model version number according to the customer identification;
step S4014, in each candidate version of the target customer service matching model, loading the model of the target version to which the model version number points.
After determining a target customer service matching model which is currently used for carrying out corresponding customer service adaptation on a service request initiated by a customer, the terminal device further calculates to obtain a model version number by analyzing the service request and extracting a user identifier in a request parameter, so that a model of a target version pointed by the model version number is loaded in each candidate version of the target customer service matching model to carry out adaptation on corresponding customer service.
Specifically, for example, referring to the system framework shown in fig. 3, the distributed configuration center is further configured with protocol codes shown in fig. 5 in advance, and the terminal device configured as the scheduling system continues to read the values under the model config field in the latest algorithm module logic protocol after determining that the target customer service matching model currently used for performing corresponding customer service adaptation for the service request of the service product a is the customer service skill model, where the model version numbers of the model version numbers representing the product of product corresponding to the skillModel algorithm model (customer service skill model) are three in total and are 1.1.2, 1.1.3, and 1.1.4 respectively, the three versions of the skillModel algorithm model correspond to 30% of the version number of 1.1.2, 30% of the version number of 1.1.3, and 40% of the version number of 1.1.4, and the terminal device determines the model of the target version by dividing the remainder of 100 by the client identifier-client number, that is, if the remainder of dividing the customer number by 100 is 0 to 29, the skillModel algorithm model assigned to the version 1.1.2 is executed as the model of the target version to adapt to the customer service, and if the remainder is 30 to 59, the skillModel algorithm model assigned to the version 1.1.3 is executed as the model of the target version to adapt to the customer service, or if the remainder is 60 to 99, the skillModel algorithm model assigned to the version 1.1.4 is executed as the model of the target version to adapt to the customer service.
It should be noted that, in this embodiment, one algorithm model id (algorithm model number) has a plurality of algorithm versions, and the corresponding algorithm model can be loaded into the memory of the terminal device through the algorithm model id and the algorithm model version number, and in the protocol code shown in fig. 5, the value of the flow field represents the traffic owned by the specific algorithm model.
Further, in another possible embodiment, the step S402 may include:
step S4021, if it is detected that the customer service matching model fails, or it is detected that the offset of the model calculation result output by the customer service matching model exceeds a preset offset threshold, dynamically loading a new customer service matching model to adapt to the customer service corresponding to the service request.
It should be noted that, in the present embodiment, the preset deviation threshold is the maximum allowable deviation between the result of the calculation output by the customer service matching model and the optimal solution.
The terminal device determines a customer service matching model for adapting the corresponding customer service to the service request initiated by the customer, and in the process of utilizing the customer service matching model to adapt the customer service, if the customer service matching model is detected to be incapable of executing the operation process so as to determine that the model has a fault, the terminal equipment can immediately re-determine a new client adaptation model and load and execute the new client service matching model for client service adaptation, or, if the terminal device detects that the client service matching model is calculated based on the input parameter (the characteristic value of the client characteristic) and the output model calculation result is larger than or equal to the allowable maximum deviation, and the terminal equipment also immediately determines a new client adaptation model and loads and executes the new client service matching model to adapt the client service.
It should be noted that, in this embodiment, please refer to the system framework shown in fig. 3, in the system framework, the feature library may be a feature library corresponding to each of the customer and the customer service (customer service), and the feature library has indexes of each feature value of each of the customer and each of the customer service, the terminal device configured as the scheduling system performs algorithm model training by using a past history record of each of the customer and the customer service as a data sample, the input value is each of the feature values of the corresponding customer and the feature values of the corresponding customer service, the output value is a score of each of the customer and the customer service, and then a weighting calculation is performed on the basis of each of the score items to obtain an output value y, wherein, in the weighting calculation, different models and weighting values are different, for example: because the emphasis points of the user satisfaction model and the customer service response rate model are different, in the user satisfaction model, the waiting time weight and the customer service idle time weight of a client are lower than those of the customer service response rate model, but the customer service professional ability score and the customer service attitude score of the client are higher than those of the customer service response rate model.
In addition, different algorithm models and different model entries are different, and the same entry is different in different models in terms of weight (for example, in the customer service response rate model, the entry characteristic values are the customer service professional ability characteristic, the customer service call service duration characteristic, the age of the customer service, the local and other basic information characteristics, the basic information characteristic of the customer, the problem type characteristic of the customer, the customer service waiting duration characteristic, the customer urgency grade characteristic and the like.
Based on the above, the scheduling method of the customer service of the invention constructs a linear equation: y ═ WT*X＝θTAnd processing the input parameter data of the customer service matching model by X, wherein: w represents the weight value, X represents: the corresponding eigenvalue is multiplied by the weight value specified by the algorithm model, the mean value of the eigenvalue is subtracted, and the variance of the eigenvalue is divided, and the error function is known according to the corresponding relationship between X1, X2, X3 … … Xn and Y: cost ═ actual value-predicted value)2＝(y▁pre-y)2And the Cost is an error value, the value of the Cost is smaller and smaller along with the data training of TensorFlow, so that an optimal solution is reached, and then the optimal solution of each model is compared to find a model (a customer service matching model) which is corresponding to each business product and is used for adapting to the customer service optimization.
In another possible embodiment, in addition to building a customer service matching model based on the deep school framework training to adapt the scheduled customer service for the user, the terminal device configured as the scheduling system may also perform the scheduling of the customer service based on any mature weight data formula directly.
Specifically, for example, referring to the system framework shown in fig. 6, in the process of dynamically loading each service module code file, when executing a module code file for allocating a customer service in each service module code file, the terminal device first analyzes a service request initiated by a customer to extract a product identifier and a customer identifier in request parameters, and then extracts a corresponding customer feature and a customer service feature associated with a service product to which the product identifier points according to the product identifier and the customer identifier among features storing the customer feature and the customer service feature, so as to directly calculate the customer feature and the customer service feature in a substitution manner according to an arbitrarily mature weight calculation formula, thereby determining and scheduling an optimal customer service adapted to the customer.
In this embodiment, in the process of dynamically loading each service module code file by the terminal device, when a module code file for allocating customer service in each service module code file is executed, a service request initiated by a customer is analyzed to extract a product identifier in a request parameter, an algorithm model number is adapted in the module code file, and a target customer service matching model corresponding to the algorithm model number in a plurality of customer service matching models is determined; after determining a target customer service matching model which is currently used for carrying out corresponding customer service adaptation on a service request initiated by a customer, the terminal equipment further utilizes a user identifier in request parameters extracted by analyzing the service request to calculate a model version number, and therefore in each candidate version of the target customer service matching model, a model of a target version pointed by the model version number is loaded to carry out adaptation of corresponding customer service; and the terminal device is determining a customer service matching model for adapting the corresponding customer service to the customer-initiated service request, and in the process of utilizing the customer service matching model to adapt the customer service, if the customer service matching model is detected to be incapable of executing the operation process so as to determine that the model has a fault, the terminal equipment can immediately re-determine a new client adaptation model and load and execute the new client service matching model for client service adaptation, or, if the terminal device detects that the client service matching model is calculated based on the input parameter (the characteristic value of the client characteristic) and the output model calculation result is larger than or equal to the allowable maximum deviation, and the terminal equipment also immediately determines a new client adaptation model and loads and executes the new client service matching model to adapt the client service.
Therefore, the customer service scheduling method achieves matching and scheduling between users and customer services according to a customer service matching model obtained by deep learning framework training, and compared with the traditional customer service scheduling mode in which the customer service with the longest idle time is directly allocated to the user with the longest waiting time, the customer service scheduling method performs weight calculation according to the deep learning framework, so that the customer service is allocated to different users in a differentiated mode, the adaptation degree between the customer service and the user is higher, the customer service can provide services for the user more accurately and efficiently, the accuracy and efficiency of customer service scheduling are effectively improved, and the user experience is also improved.
Further, based on the first embodiment and the second embodiment, a third embodiment of the scheduling method for customer service of the present invention is provided, and the main difference between this embodiment and the first embodiment and the second embodiment is that the scheduling method for customer service of the present invention may further include:
step A, acquiring respective service processing logics of all the service products from a distributed configuration center, and storing the respective service processing logics in local node machines;
before the terminal equipment configured as a scheduling system performs adaptation operation of the target service processing logic according to the request parameters extracted from the service request initiated by the client, the terminal equipment can also pull the respective service processing logics of all service products from the distributed configuration center to each local node machine for storage in advance, so that the terminal equipment can be directly adapted in all the locally stored service processing logics by the corresponding node machine when performing adaptation operation of the target service processing logic.
Specifically, for example, referring to the system framework shown in fig. 3, after each power-on start, the terminal device configured as the scheduling system pulls the respective service processing logics of all products from the distributed configuration center based on the communication connection established with the distributed configuration center, and then stores the associations of all the service processing logics in the local storage space (the operating memory or the solid-state storage medium) of each local node machine.
Further, in a possible embodiment, after the step of "storing each service processing logic in each local node machine" in step a, the method for scheduling a customer service according to the present invention may further include:
step B, receiving a data updating notice of the distributed configuration center, and updating each service processing logic stored in each node machine according to the data updating notice;
the terminal equipment configured as a scheduling system receives a data updating notification sent by a distributed configuration center in real time, the data updating notification is generated by the distributed configuration center after the distributed configuration center modifies the locally configured service processing logic based on a dynamic validation mechanism, and after receiving the data updating notification, the terminal equipment performs corresponding updating processing on the service processing logic stored on each local node machine according to the modification content carried in the data updating notification.
Specifically, for example, after receiving a configuration parameter that is modified and adjusted by a worker for a service processing logic of a certain configured service product C, so as to update the service processing logic of the service product C to obtain a new service processing logic, the distributed configuration center immediately packages the configuration parameter that is modified and adjusted for the service processing logic of the service product C as a real-time data update notification and sends the data update notification to a terminal device configured as a scheduling system, so that the terminal device, after receiving the data update notification, parses the configuration parameter, and modifies and adjusts an original service processing logic of the service product C stored in each local node machine according to the configuration parameter, thereby obtaining the new service processing logic of the service product C.
It should be noted that, in this embodiment, the dynamic validation mechanism of the distributed configuration center may be specifically implemented based on the Http long polling request and the Spring extension mechanism, that is, during the starting process of the Spring container, the distributed configuration center registers the Bean including the "$ { … }" placeholder and "@ Value" comments in the self-defined beans postprocessor and beancyarylppostprocessor (both are extension interfaces provided by the Spring IOC container) into the registry defined in the distributed configuration center framework, and then continuously acquires the configuration information of the service end through Http long polling, once the configuration changes, finds the corresponding Bean according to the Key of the changed configuration, and then modifies the attribute of the Bean, thereby implementing the dynamic validation of the configuration.
And step C, acquiring updated new service processing logic from the distributed configuration center according to a preset time period, and updating each service processing logic stored in each node machine by using the new service processing logic.
It should be noted that, in this embodiment, the preset time period is a time period for the terminal device configured as the scheduling system to actively and repeatedly pull the service processing logic from the distributed configuration center, it should be understood that, based on different design requirements of practical applications, in different feasible embodiments, the time period may be set to different sizes, and the scheduling method of the client service of the present invention is not limited to the specific size of the time period.
The terminal equipment configured as the scheduling system passively receives a data updating notification generated by the distributed configuration center based on the modified service processing logic, and actively pulls the distributed configuration center to the distributed configuration center according to a preset time period in a circulating manner to obtain a new service processing logic obtained by modifying the original service processing logic, and then updates the service processing logic stored on each node machine in the local terminal equipment by using the new service processing logic.
Specifically, for example, the terminal device configured as the scheduling system pulls new service processing logic to the distributed configuration center once after every 24h with a time period of 24h, and the process is repeated. Therefore, after the distributed configuration center receives the configuration parameters which are modified and adjusted by the staff according to the service processing logic of a certain configured service product C within a certain 24h time period, and the service processing logic of the service product C is updated to obtain a new service processing logic, the terminal device of the scheduling system actively initiates a service request of 'detecting the new service processing logic and returning' to the distributed configuration center when the current time of the system reaches the beginning of the next time period, so that the distributed configuration center receives the service request, locally detects the new service processing logic of the service product C, and feeds the new service processing logic back to the terminal device, and thus, after receiving the new service processing logic, the terminal device replaces the original service processing logic of the service product C stored on each local node machine to realize service processing And (5) updating the logic.
It should be noted that, in this embodiment, the terminal device configured as the scheduling system passively receives the data update notification issued by the distributed configuration center, and actively pulls a new service processing logic to the distributed configuration center, and may execute synchronously or alternatively, and the scheduling method of the client service of the present invention is not specifically limited to the execution mode.
Further, in another possible embodiment, the method for scheduling client services of the present invention may directly configure the service processing logic locally, in addition to configuring the service processing logic corresponding to the service product through the distributed configuration center, and the method for scheduling client services of the present invention may further include:
and D, configuring and generating respective service processing logics of all the service products in each local node machine.
The terminal device configured as the scheduling system can directly configure the respective service processing logic of all the service products which are the same as the distributed configuration center on each local node machine except for pulling the respective service processing logic of all the service products from the distributed configuration center, so that the terminal device can be directly adapted in all the locally stored service processing logic by the corresponding node machine when the terminal device performs the adaptation operation of the target service processing logic.
Specifically, for example, referring to the system framework shown in fig. 7, before receiving a service request initiated by a client and extracting a request parameter, a terminal device configured as a scheduling system generates a corresponding configuration file directly in a local storage space (solid-state storage medium) of each local node machine by receiving a configuration parameter input by a worker, i.e., a protocol code shown in fig. 4, and stores the configuration file, that is, configures respective service processing logic of all service products in the local storage space of each local node machine
Further, in a possible embodiment, after obtaining the service request to be serviced and extracting the request parameter from the service request in step S10, the method for scheduling client service according to the present invention may further include:
and step E, adapting a target service processing logic in each service processing logic stored in each node machine according to the request parameter.
Specifically, for example, after the terminal device configured as the scheduling system pulls the respective service processing logics of all service products from the distributed configuration center and stores the service processing logics in the local storage space of each local node machine, if the terminal device receives a service request initiated by a client and extracts a request parameter, any local node machine directly matches the product number included in the request parameter with the value of the productCode field in all service processing logics stored in the local storage space, so that in a case where it is determined that the product number is equal to the value, the corresponding productBiz field in all service processing logics is read as the target service processing logic of the product to which the service request initiated by the current client belongs.
Or, after receiving the service request initiated by the client and extracting the request parameter, the terminal device matches the product number contained in the request parameter with all service processing logics stored in the local storage space by any local node machine, so as to read and obtain the target service processing logic of the product to which the service request initiated by the current client belongs.
In this embodiment, before performing the adaptation operation of the target service processing logic according to the request parameter extracted from the service request initiated by the client, the terminal device configured as the scheduling system may also pull the respective service processing logics of all the service products from the distributed configuration center to each local node machine in advance for storage, so that the terminal device may directly perform the adaptation operation of the target service processing logic by the corresponding node machine among the locally stored all the service processing logics, or, by configuring the terminal device configured as the scheduling system, in addition to pulling the respective service processing logics of all the service products from the distributed configuration center, the terminal device may also directly configure the respective service processing logics of all the service products identical to that of the distributed configuration center on each local node machine, thereby, the terminal equipment can directly adapt among all the locally stored service processing logics by the corresponding node machine when the adaptation operation of the target service processing logic is carried out.
The terminal equipment configured as a scheduling system receives a data updating notification issued by a distributed configuration center in real time, the data updating notification is generated by the distributed configuration center after the distributed configuration center modifies the locally configured service processing logic based on a dynamic validation mechanism, and the terminal equipment performs corresponding updating processing on the service processing logic stored on each local node machine according to the modification content carried in the data updating notification after receiving the data updating notification; or, the terminal device configured as the scheduling system passively receives a data update notification generated by the distributed configuration center based on the modified service processing logic, and actively pulls a new service processing logic obtained by the distributed configuration center based on the modification of the original service processing logic to the distributed configuration center according to a preset time period in a circulating manner, and then updates the service processing logic stored in each node machine locally of the terminal device by using the new service processing logic.
Compared with the traditional customer service scheduling mode, the method and the device have the advantages that the service processing logic for scheduling is stored or directly configured to each node of the scheduling system, namely, when the terminal equipment configured as the scheduling system pulls the configuration related to the service processing logic in the distributed configuration center, the configuration data is stored locally on each node machine, and real-time updating operation is carried out on the configuration data, so that when the distributed configuration center is unavailable or cannot be independently set up based on cost, the terminal equipment can also directly read the local configuration data, the scheduling operation of customer service is normally carried out, and the stability and the overall efficiency of customer service scheduling are further improved.
Furthermore, the invention also provides a dispatching system of the customer service, which is applied to the message client device. Referring to fig. 8, fig. 8 is a functional module diagram of a scheduling system of customer service according to an embodiment of the present invention. As shown in fig. 8, the scheduling system of customer service of the present invention includes:
an obtaining module 10, configured to obtain a service request to be serviced, extract a request parameter from the service request, and obtain a target service processing logic from a preset distributed configuration center according to the request parameter, where the distributed configuration center is configured with respective service processing logics of all service products;
the code dynamic loading module 20 is used for dynamically loading the code files of the business modules according to the target service processing logic;
and the customer service scheduling module 30 is configured to execute the service module code file to schedule the customer service corresponding to the service request.
Further, each of the service module code files includes a module code file for allocating a customer service, and the customer service scheduling module 30 includes:
the model loading unit is used for executing the module code file for distributing the customer service so as to load a preset customer service matching model, wherein the customer service matching model is obtained by deep learning training based on customer characteristics and customer service characteristics;
and the customer service adapting unit is used for adapting the customer service corresponding to the service request by using the customer service matching model and dispatching the customer service.
Further, the request parameters include: the customer identification of the customer who initiates the service request and the product identification of the service product, the number of the customer service matching models is more than one, and the model loading unit comprises:
the adapter unit is used for adapting an algorithm model number in the module code file of the distributed customer service according to the product identifier;
the determining subunit is used for determining a target customer service matching model corresponding to the algorithm model number in each customer service matching model;
the calculating subunit is used for calculating to obtain a model version number according to the client identifier;
and the loading subunit is used for loading the model of the target version pointed by the model version number in each candidate version of the target customer service matching model.
Further, the customer service adaptation unit is further configured to dynamically load a new customer service matching model to adapt to the customer service corresponding to the service request if it is detected that the customer service matching model fails or it is detected that an offset of a model calculation result output by the customer service matching model exceeds a preset offset threshold.
Further, the scheduling system of customer service of the present invention further comprises:
the logic storage module is used for acquiring respective service processing logics of all the service products from a distributed configuration center and storing the respective service processing logics in local node machines;
a logic generation module, configured to generate respective service processing logic of all the business products in each local node machine;
the obtaining module of the scheduling system of the customer service is further configured to adapt a target service processing logic in each service processing logic stored in each node machine according to the request parameter.
Further, the scheduling system of customer service of the present invention further comprises:
a logic update module, configured to receive a data update notification of the distributed configuration center, and update each service processing logic stored in each node machine according to the data update notification; and acquiring updated new service processing logic from the distributed configuration center according to a preset time period, and updating each service processing logic stored in each node machine by using the new service processing logic.
Further, the logic updating module is further configured to obtain a modification request for the target service processing logic; and modifying the target service processing logic in the distributed configuration center according to the modification request to obtain a new service processing logic.
The function implementation of each module in the scheduling system of the customer service corresponds to each step in the scheduling method embodiment of the customer service, and the function and implementation process are not described in detail here.
The present invention also provides a computer storage medium having stored thereon a scheduler of a customer service, the scheduler of a customer service implementing the steps of the method of scheduling of a customer service as described in any of the above embodiments when executed by a processor.
The specific embodiment of the computer storage medium of the present invention is basically the same as the above-mentioned embodiments of the scheduling method for customer service, and is not described herein again.
The invention also provides a computer program product comprising a computer program which, when executed by a processor, implements the steps of the method of scheduling of customer services as described in any one of the above embodiments.
The specific embodiment of the computer storage medium of the present invention is basically the same as the above-mentioned embodiments of the scheduling method for customer service, and is not described herein again.
The above description is only a preferred embodiment of the present invention, and not intended to limit the scope of the present invention, and all modifications of equivalent structures and equivalent processes, which are made by using the contents of the present specification and the accompanying drawings, or directly or indirectly applied to other related technical fields, are included in the scope of the present invention.

Claims (10)

1. A method for scheduling a customer service, the method comprising:
acquiring a service request to be served and extracting request parameters from the service request;
acquiring target service processing logic from a preset distributed configuration center according to the request parameter, wherein the distributed configuration center is configured with respective service processing logic of all service products;
dynamically loading each service module code file according to the target service processing logic;
and executing the service module code file to schedule the customer service corresponding to the service request.
2. The method of scheduling customer service of claim 1 wherein each of said business module code files includes a module code file for assigning customer service,
the step of executing the service module code file to schedule the customer service corresponding to the service request includes:
executing the module code file for distributing the customer service to load a preset customer service matching model, wherein the customer service matching model is obtained by deep learning training based on customer characteristics and customer service characteristics;
and adapting the customer service corresponding to the service request by using the customer service matching model, and scheduling the customer service.
3. The method for scheduling customer service of claim 2 wherein the request parameters include: a customer identification of a customer initiating the service request and a product identification of a service product, the number of customer service matching models being greater than one,
the step of executing the module code file for distributing the customer service to load a preset customer service matching model comprises:
adapting an algorithm model number in the module code file of the distributed customer service according to the product identification;
determining a target customer service matching model corresponding to the algorithm model number in each customer service matching model;
calculating to obtain a model version number according to the client identifier;
and loading the model of the target version pointed by the model version number in each candidate version of the target customer service matching model.
4. The method for scheduling customer service according to claim 2 or 3, wherein the step of adapting the customer service corresponding to the service request by using the customer service matching model comprises:
and if the fault of the customer service matching model is detected, or the offset of a model calculation result output by the customer service matching model exceeds a preset deviation threshold value, dynamically loading a new customer service matching model to adapt to the customer service corresponding to the service request.
5. A method for scheduling of customer service according to any of claims 1-3, wherein the method for scheduling of customer service further comprises:
acquiring respective service processing logics of all the service products from a distributed configuration center, and storing the respective service processing logics in local node machines; alternatively, the first and second electrodes may be,
configuring and generating respective service processing logic of all the business products in each local node machine;
after the step of obtaining the service request to be serviced and extracting the request parameters from the service request, the method further comprises:
and adapting the target service processing logic in each service processing logic stored in each node machine according to the request parameter.
6. The method for scheduling customer service of claim 5 wherein after said step of storing each of said service processing logic in local node machines, further comprising:
receiving a data updating notification of the distributed configuration center, and updating each service processing logic stored in each node machine according to the data updating notification; and/or the like, and/or,
and acquiring updated new service processing logic from the distributed configuration center according to a preset time period, and updating each service processing logic stored in each node machine by using the new service processing logic.
7. The method for scheduling customer service of any of claims 1-3, wherein after the step of executing the service module code file to schedule the customer service corresponding to the service request, the method further comprises:
obtaining a modification request aiming at the target service processing logic;
and modifying the target service processing logic in the distributed configuration center according to the modification request to obtain a new service processing logic.
8. A customer service dispatch system, comprising:
the system comprises an acquisition module, a service processing module and a service processing module, wherein the acquisition module is used for acquiring a service request to be served, extracting request parameters from the service request and acquiring target service processing logic from a preset distributed configuration center according to the request parameters, and the distributed configuration center is configured with respective service processing logic of all service products;
the code dynamic loading module is used for dynamically loading the code files of all the service modules according to the target service processing logic;
and the customer service scheduling module is used for executing the service module code file to schedule the customer service corresponding to the service request.
9. A terminal device, characterized in that the terminal device comprises: memory, processor and a scheduler of a customer service stored on the memory and operable on the processor, the scheduler of a customer service implementing the steps of the method of scheduling of a customer service according to any of claims 1 to 7 when executed by the processor.
10. A computer storage medium, characterized in that the computer storage medium has stored thereon a dispatcher for customer services, which when executed by a processor implements the steps of the method for dispatching of customer services according to any of claims 1 to 7.
CN202110574190.8A 2021-05-25 2021-05-25 Scheduling method, system, terminal device and storage medium for customer service Pending CN113176938A (en)

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Cited By (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN115065731A (en) * 2022-05-30 2022-09-16 上海电气风电集团股份有限公司 Service processing method and device, electronic equipment and computer readable storage medium
CN117472552A (en) * 2023-12-28 2024-01-30 中电数据产业有限公司 Service scene intelligent arrangement and dynamic scheduling method, device, equipment and medium
CN117472552B (en) * 2023-12-28 2024-05-28 中电数据产业有限公司 Service scene intelligent arrangement and dynamic scheduling method, device, equipment and medium

Cited By (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN115065731A (en) * 2022-05-30 2022-09-16 上海电气风电集团股份有限公司 Service processing method and device, electronic equipment and computer readable storage medium
CN117472552A (en) * 2023-12-28 2024-01-30 中电数据产业有限公司 Service scene intelligent arrangement and dynamic scheduling method, device, equipment and medium
CN117472552B (en) * 2023-12-28 2024-05-28 中电数据产业有限公司 Service scene intelligent arrangement and dynamic scheduling method, device, equipment and medium

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