CN113282859A - Method and device for obtaining visitor identity information, electronic equipment and storage medium - Google Patents
Method and device for obtaining visitor identity information, electronic equipment and storage medium Download PDFInfo
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- 238000013475 authorization Methods 0.000 claims description 23
- 238000004590 computer program Methods 0.000 claims description 6
- 230000004044 response Effects 0.000 claims description 4
- 230000006854 communication Effects 0.000 abstract description 16
- 238000004891 communication Methods 0.000 abstract description 15
- 238000011161 development Methods 0.000 description 14
- 230000008569 process Effects 0.000 description 9
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/90—Details of database functions independent of the retrieved data types
- G06F16/95—Retrieval from the web
- G06F16/958—Organisation or management of web site content, e.g. publishing, maintaining pages or automatic linking
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/52—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail for supporting social networking services
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/14—Session management
- H04L67/141—Setup of application sessions
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/50—Network services
- H04L67/60—Scheduling or organising the servicing of application requests, e.g. requests for application data transmissions using the analysis and optimisation of the required network resources
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Abstract
The invention provides a method and a device for acquiring visitor identity information, electronic equipment and a storage medium, wherein the method comprises the following steps: receiving a consultation request sent by a first application in a user side based on an H5 link and visitor identity information sent by the first application in the user side based on the H5 link, matching a customer service terminal for the user side according to the consultation request, and sending a consultation session page to the user side; forwarding the session message sent by the user side to the customer service terminal, and forwarding the session message sent by the customer service terminal to the user side; and storing the visitor identity information in association with a session message. The invention provides session service for the user matching with the customer service terminal, stores the visitor identity information and the session message in a correlation manner, collects the visitor identity information and the communication record for the multi-channel customer service platform, and facilitates the inquiry of customer service personnel so as to provide better service.
Description
Technical Field
The invention relates to the technical field of computers, in particular to a method and a device for acquiring visitor identity information, electronic equipment and a storage medium.
Background
As an access channel in a multi-channel customer service platform, the small program/public number has the characteristics of small quantity, low occupied memory and capability of being used without downloading, so that more and more visitors can communicate with the customer service through the small program/public number. Therefore, how to better provide more convenient communication service for visitors in the small program/public number becomes the key point in the multi-channel customer service system.
In the communication process, for visitors consulting through the small program/public number, in the prior art, in order to acquire visitor identity information, the visitors need to be transferred to a visitor information collection page through the small program/public number, and a user fills personal information in the page and uploads the personal information. The method is complex to operate, and the missing filling and the wrong filling of the user can cause that the identity information of the visitor cannot be uploaded. Customer service personnel can not conveniently know the identity information of the visitor, so that better service can not be provided for the visitor.
Disclosure of Invention
The invention provides a method, a device, electronic equipment and a storage medium for acquiring visitor identity information, which are used for solving the defects that the visitor identity information cannot be conveniently known and better service cannot be provided for visitors in the prior art, helping customer service personnel to more conveniently and quickly know the visitor identity information and providing better service for visitors.
In a first aspect, the present invention provides a method for obtaining visitor identity information, which is applied to a customer service platform and includes:
receiving a consultation request sent by a first application in a user side based on an H5 link and visitor identity information sent by the first application in the user side based on the H5 link, matching a customer service terminal for the user side according to the consultation request, and sending a consultation session page to the user side;
forwarding the session message sent by the user side to the customer service terminal, and forwarding the session message sent by the customer service terminal to the user side;
and storing the visitor identity information in association with a session message.
According to the method for obtaining visitor identity information provided by the present invention, the receiving a consultation request sent by a first application in a user side based on an H5 link and visitor identity information sent by the H5 link, matching a customer service terminal for the user side according to the consultation request, and sending a consultation session page to the user side, before further comprising:
creating an access number according to a target access channel, and automatically generating an H5 link according to the access number;
the access number is used for managing a corresponding target access channel;
visitor identity information parameters of corresponding channels are spliced in the H5 link and are used for being packaged into the first application of the user side, so that the user side can access the H5 link through the first application and can access a customer service platform.
In a second aspect, the present invention further provides a method for obtaining visitor identity information, which is applied to an intelligent terminal, and includes:
the method comprises the steps that when the operation of clicking a consultation button in a first application at a user side is detected, a consultation request is sent to a customer service platform based on an H5 link, and visitor identity information is sent to the customer service platform based on the H5 link;
and receiving a consultation session page sent by the customer service platform, wherein the consultation session page is used for expanding the consultation session between the user side and the customer service terminal.
According to the method for obtaining visitor identity information provided by the present invention, when detecting an operation of clicking a consultation button in a first application at a user side, sending a consultation request to a customer service platform based on an H5 link, and sending visitor identity information to the customer service platform based on the H5 link, the method further comprises:
when detecting that the first application is installed in the user side for the first time, popping up a window requesting authorization to acquire visitor identity information;
and when the operation of clicking to approve the authorization is detected, accessing the customer service system based on the H5 link, and uploading the visitor identity information based on the H5 link.
In a third aspect, the present invention further provides a device for obtaining visitor identity information, which is applied to a customer service platform, and includes:
the response module is used for receiving a consultation request sent by a first application in a user side based on an H5 link and visitor identity information sent by the H5 link, matching a customer service terminal for the user side according to the consultation request and sending a consultation session page to the user side;
the session service module is used for forwarding the session message sent by the user side to the customer service terminal and forwarding the session message sent by the customer service terminal to the user side;
and the storage module is used for storing the visitor identity information in association with the session message.
The device for acquiring the identity information of the visitor further comprises the following steps:
the creating module is used for creating an access number according to a target access channel and automatically generating the H5 link according to the access number;
the access number is used for managing a corresponding target access channel;
visitor identity information parameters of corresponding channels are spliced in the H5 link and are used for being packaged into the first application of the user side, so that the user side can access the H5 link through the first application and can access a customer service platform.
In a fourth aspect, the present invention further provides a device for obtaining visitor identity information, which is applied to an intelligent terminal, and includes:
the request module is used for sending a consultation request to a customer service platform based on an H5 link and sending visitor identity information to the customer service platform based on the H5 link when the operation of clicking a consultation button in a first application at a user side is detected;
and the session module is used for receiving a consultation session page sent by the customer service platform, and the consultation session page is used for expanding the consultation session between the user side and the customer service terminal.
The device for acquiring the identity information of the visitor further comprises
The authorization module is used for popping up a window for requesting authorization to acquire visitor identity information when detecting that the first application is installed in the user side for the first time;
and the uploading module is used for accessing the customer service system based on the H5 link and uploading the visitor identity information based on the H5 link when detecting that the operation of the authorization is agreed by clicking.
In a fifth aspect, the present invention further provides an electronic device, comprising a memory, a processor and a computer program stored on the memory and executable on the processor, wherein the processor executes the program to implement the steps of the method for obtaining guest identity information according to any one of the first aspect or the second aspect.
In a sixth aspect, the present invention also provides a non-transitory computer readable storage medium having stored thereon a computer program which, when executed by a processor, performs the steps of the method of obtaining guest identity information according to any one of the first or second aspects.
According to the method, the device, the electronic equipment and the storage medium for obtaining the visitor identity information, provided by the invention, the customer service terminal is matched for the user by receiving the consultation request sent by the user side based on the H5 link and the visitor identity information sent by the user side based on the H5 link. And sending a consultation session page to the user side to provide session service for the user side and the matched customer service terminal. The visitor identity information and the session message are stored in an associated mode, visitor identity information and communication records are collected for the multi-channel customer service platform, and therefore customer service personnel can conveniently inquire the visitor identity information and the communication records, and high-quality service is provided.
Drawings
In order to more clearly illustrate the technical solutions of the present invention or the prior art, the drawings needed for the description of the embodiments or the prior art will be briefly described below, and it is obvious that the drawings in the following description are some embodiments of the present invention, and those skilled in the art can also obtain other drawings according to the drawings without creative efforts.
Fig. 1 is a flowchart illustrating a method for obtaining visitor identity information according to the present invention;
FIG. 2 is a second flowchart illustrating a method for obtaining visitor identity information according to the present invention;
FIG. 3 is a schematic structural diagram of an apparatus for obtaining visitor identity information according to the present invention;
FIG. 4 is a schematic structural diagram of an apparatus for obtaining visitor identity information according to the present invention;
fig. 5 is a schematic structural diagram of an electronic device provided in the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the present invention clearer, the technical solutions of the present invention will be clearly and completely described below with reference to the accompanying drawings, and it is obvious that the described embodiments are some, but not all embodiments of the present invention. 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 invention.
In the prior art, in the development process of the first application, in order to realize the function of collecting visitor identity information, an information collection page needs to be developed on a customer service platform each time, the first application is developed in a matched manner, and a user accesses the information collection page of the customer service platform, fills in identity information, and uploads the identity information in a parameter transmission manner. Corresponding development costs, corresponding development time, and a complicated process are required. And the parameters are incorrectly spliced due to missing and wrong filling of information, and the parameters cannot be uploaded normally.
According to the invention, the H5 link adaptive to the target access channel is automatically established on the customer service platform, the visitor identity information parameter is spliced in the H5 link, and the H5 link is encapsulated in the first application of the user side, so that the application development efficiency is higher, and the visitor identity information can be conveniently obtained and conveniently obtained.
A method, an apparatus, an electronic device, and a storage medium for obtaining visitor identity information according to the present invention are described below with reference to fig. 1 to 5.
In a first aspect, the present invention provides a method for obtaining visitor identity information, which is applied to a customer service platform, and as shown in fig. 1, the method includes:
s11, receiving a consultation request sent by a first application in a user side based on an H5 link and visitor identity information sent by the H5 link, matching a customer service terminal for the user side according to the consultation request, and sending a consultation session page to the user side.
Specifically, the user side is an application installed on the smart terminal, and may be a chat session application, a shopping payment application, or other mobile applications. The first application can be a small program loaded in the user terminal or a public number concerned in the user terminal, the operation of the first application depends on the user terminal, and the first application can be understood as function expansion of the user terminal. The first application is packaged with H5 link, H5 is short for html5, and the newly introduced syntax feature of html5 can support multimedia on the mobile device and can better adapt to the mobile terminal device. The first application accesses the H5 link by calling the webview component.
The customer service platform receives a consultation request sent by the first application based on the H5 link and visitor identity information sent by the first application based on the H5 link, and accordingly distributes customer service personnel for the user side according to the visitor identity information and customer service resources and matches with the customer service terminal. For example, the user terminal can be directly allocated with free customer service personnel. And the customer service personnel can be used for serving the user before the visitor is confirmed to be the user which is visited recently and the user is matched. And matching advanced customer service personnel for the user when the identity of the visitor is confirmed to be an important user, wherein the specific matching rule is not limited here. And after the matching is finished, the customer service platform sends a consultation session page to the user terminal, and the user can develop a consultation session between the consultation session page and the matched customer service terminal.
And S12, forwarding the session message sent by the user side to the customer service terminal, and forwarding the session message sent by the customer service terminal to the user side.
Specifically, the customer service platform forwards the session message sent by the user side to the customer service terminal, and forwards the session message sent by the customer service terminal to the user side, so as to provide session service for the user side and the customer service terminal.
And S13, storing the visitor identity information in association with the session message.
Specifically, the customer service platform stores the visitor identity and the session message in a visitor object module of the platform in a correlation manner, so that when a user visits next time, the current visitor identity is conveniently identified, and the identification information and the historical consultation record are provided for the customer service personnel, so that the customer service personnel can check the historical consultation record related to the visitor, and provide higher-quality customer service for the user.
In this embodiment, the customer service terminal is matched with the user by receiving a consultation request sent by the user terminal based on the H5 link and visitor identity information sent by the user terminal based on the H5 link. And sending a consultation session page to the user side to provide session service for the user side and the matched customer service terminal. The visitor identity information and the session message are stored in an associated mode, visitor identity information and communication records are collected for the multi-channel customer service platform, and therefore customer service personnel can conveniently inquire the visitor identity information and the communication records, and high-quality service is provided.
In one embodiment, the method for providing a consultation request by a user terminal based on an H5 link and visitor identity information based on an H5 link includes the steps of: creating an access number according to a target access channel, and automatically generating an H5 link according to the access number; the access number is used for managing a corresponding target access channel; visitor identity information parameters of corresponding channels are spliced in the H5 link and are used for being packaged into a first application of the user side, so that the user side can access the H5 link through the first application and can access a customer service platform.
Specifically, in the prior art, in the development process of the first application, in order to realize the function of collecting visitor identity information, an information collection page needs to be developed on the customer service platform each time, and the first application is developed in a matching manner, so that a user accesses the information collection page of the customer service platform, fills in identity information, and uploads the identity information in a parameter transmission manner. Corresponding development costs, corresponding development time, and a complicated process are required. And the parameters are incorrectly spliced due to missing and wrong filling of information, and the parameters cannot be uploaded normally.
Therefore, in the first application development stage, the customer service platform directly creates an access number according to a target access channel, and creates an H5 link according to the access number, the visitor identity information parameters of the corresponding channel are spliced in the H5 link, and the first application development only needs to embed the H5 link into the first application. In the using process, the first application directly calls the webview component to access the H5 link access customer service platform, and fills the visitor identity information in the first application into the visitor identity information parameter of the H5 link to upload the visitor identity information.
It should be noted that the present application is applied to a multi-channel customer service platform, and various access channels are as follows: PC web site, mobile web site, applet, public number, etc. To this end, a specific channel needs to be managed by an access number in order to generate a corresponding H5 link for development of an access channel. And the customer service platform is a third party platform for the first application at the user end, for this reason, before creating the access number, the first application also needs to be authorized to the customer service platform, so that the first application can access the customer service platform. The authorization mode can be selected as required, for example, authorization can be performed by scanning a code, and authorization can also be performed by inputting and accessing a link, which is not limited herein.
In the embodiment, the access channel is managed by creating the access number according to the target access channel, and the H5 link is automatically generated according to the access number for the development process of the first application, so that the development efficiency of the first application is improved, and the requirement of an enterprise for realizing customer service by quickly online the first application is met.
In a second aspect, the present invention further provides a method for obtaining visitor identity information, which is applied to an intelligent terminal, and as shown in fig. 2, the method includes:
s21, when the operation of clicking a consultation button in the first application at the user side is detected, sending a consultation request to the customer service platform based on the H5 link, and sending visitor identity information to the customer service platform based on the H5 link.
Specifically, the first application is an applet loaded in the user side, and may also be a public number concerned in the user side. The operation of the first application depends on the user side, and the first application can be understood as the function expansion of the user side. The operation of clicking the consultation button in the first application at the user side is the operation of triggering the consultation customer service, for example, for a customer service applet in a shopping payment application, the operation can be the operation of clicking a button named 'contact manual customer service' on a customer service applet interface; for public numbers of interest in the chat session application, the operation may be clicking a "customer service" button in a custom menu at the bottom of the public number page.
An H5 link is embedded in a consultation button of the first application, when a user terminal detects the operation of clicking the consultation button, the user terminal accesses the H5 link to access the customer service platform by calling a webview component in the first application and sends a consultation request to the customer service platform, a visitor information parameter is spliced in the H5 link, and the user terminal fills the self-stored identity information into the visitor information parameter and uploads the self-stored identity information to the customer service platform through the H5 link.
And S22, receiving a consultation session page sent by the customer service platform, wherein the consultation session page is used for expanding the consultation session between the user side and the customer service terminal.
Specifically, after receiving a consultation request sent by the user side through the H5 link and visitor identity information of the user side, the customer service platform allocates and connects a customer service terminal to the user side. And sending a consultation session page to the user side, so that the user can open a session with the customer service staff through the session page of the user side. The visitor identity information is user personal information and login information stored in the user side, and may be, for example, a user name, an avatar, a name, a contact address of the user, or authentication information of login to a specific website such as openid.
In this embodiment, an H5 link is embedded in the consultation button of the first application, the H5 link is used to access the customer service platform for the first application and request a consultation session page, and the H5 link is further spliced with a visitor identity information parameter for uploading visitor identity information from the user side to the customer service platform. When the operation of clicking a consultation button is detected, a consultation request is sent to the customer service platform based on the H5 link, visitor identity information is sent to the customer service platform based on the H5 link, the visitor identity information is conveniently and automatically acquired for the customer service platform, customer service personnel can conveniently know the visitor information, and therefore high-quality service is provided for the visitor.
In one embodiment, the detecting an operation of clicking a consultation button in a first application at a user terminal sends a consultation request to a customer service platform based on an H5 link, and sends visitor identity information to the customer service platform based on the H5 link, and the method further comprises the following steps: when detecting that the user side installs the first application for the first time, popping up a window requesting authorization to acquire visitor identity information; and when the operation of clicking to approve the authorization is detected, accessing the customer service system based on the H5 link, and uploading the visitor identity information based on the H5 link.
Specifically, when a first application is installed in a user side for the first time, for example, a customer service applet is loaded in a chat session application for the first time, and for example, a public number of a merchant is paid attention to for the first time in a shopping payment application, a window requesting authorization to obtain visitor identity information pops up. And when the operation of clicking to approve the authorization is detected, accessing the customer service system based on the H5 link, and uploading the visitor identity information based on the H5 link. It can be understood that after the authorization is denied, the identity authentication needs to be performed through openid when the customer service platform is subsequently accessed, or the identity authentication is performed through ways such as creating a temporary visitor identity for the user side through the customer service platform.
In the embodiment, when the first application is installed in the user side for the first time, the window requesting for authorization to acquire the visitor identity information is popped up, so that the visitor identity information is automatically sent to the customer service platform when a consultation session is started in the process that the user accesses the customer service platform for one or more subsequent times, and customer service personnel can conveniently acquire the visitor identity and know the past communication record, thereby providing high-quality customer service for the user.
In a third aspect, the present invention further provides a device for obtaining visitor identity information, which is applied to a customer service platform, and the device for obtaining visitor identity information described below and the method for obtaining visitor identity information described above may be referred to correspondingly.
As shown in fig. 3, the apparatus includes: response module 31, session service module 32, and storage module 33.
The response module 31 is configured to receive a consultation request sent by a first application in a user side based on an H5 link and visitor identity information sent by the H5 link, match a customer service terminal for the user side according to the consultation request, and send a consultation session page to the user side; the session service module 32 is configured to forward a session message sent by the user side to the customer service terminal, and forward a session message sent by the customer service terminal to the user side; a storage module 33, configured to store the visitor identity information in association with the session message.
In this embodiment, the customer service terminal is matched with the user by receiving a consultation request sent by the user terminal based on the H5 link and visitor identity information sent by the user terminal based on the H5 link. And sending a consultation session page to the user side to provide session service for the user side and the matched customer service terminal. The visitor identity information and the session message are stored in an associated mode, visitor identity information and communication records are collected for the multi-channel customer service platform, and therefore customer service personnel can conveniently inquire the visitor identity information and the communication records, and high-quality service is provided.
In one embodiment, an apparatus for obtaining visitor identity information further comprises: a module 34 is created.
The creating module 34 is configured to create an access number according to a target access channel, and automatically generate the H5 link according to the access number; the access number is used for managing a corresponding target access channel; visitor identity information parameters of corresponding channels are spliced in the H5 link and are used for being packaged into the first application of the user side, so that the user side can access the H5 link through the first application and can access a customer service platform.
In the embodiment, the access channel is managed by creating the access number according to the target access channel, and the H5 link is automatically generated according to the access number for the development process of the first application, so that the development efficiency of the first application is improved, and the requirement of an enterprise for realizing customer service by quickly online the first application is met.
In a fourth aspect, the present invention further provides a device for obtaining visitor identity information, which is applied to an intelligent terminal, and the following visitor identity information obtaining device and the above method for obtaining visitor identity information may be referred to correspondingly.
As shown in fig. 4, an apparatus for obtaining visitor identity information provided by the present invention includes: a request module 41 and a session module 42.
The request module 41 is configured to, when detecting that an operation of clicking a consultation button is performed in a first application at a user side, send a consultation request to a customer service platform based on an H5 link, and send visitor identity information to the customer service platform based on the H5 link; and the session module 42 is configured to receive a consultation session page sent by the customer service platform, where the consultation session page is used to expand a consultation session between the user side and the customer service terminal.
In this embodiment, an H5 link is embedded in the consultation button of the first application, the H5 link is used to access the customer service platform for the first application and request a consultation session page, and the H5 link is further spliced with a visitor identity information parameter for uploading visitor identity information from the user side to the customer service platform. When the operation of clicking a consultation button is detected, a consultation request is sent to the customer service platform based on the H5 link, visitor identity information is sent to the customer service platform based on the H5 link, the visitor identity information is conveniently and automatically acquired for the customer service platform, customer service personnel can conveniently know the visitor information, and therefore high-quality service is provided for the visitor.
In one embodiment, an apparatus for obtaining visitor identity information further comprises: authorization module 43, upload module 44.
The authorization module 43 is configured to detect that the first application is installed in the user side for the first time, and pop up a window requesting authorization to obtain visitor identity information; and the uploading module 44 is used for detecting that the click agrees to the authorized operation, accessing the customer service system based on the H5 link, and uploading the visitor identity information based on the H5 link.
In the embodiment, when the first application is installed in the user side for the first time, the window requesting for authorization to acquire the visitor identity information is popped up, so that the visitor identity information is automatically sent to the customer service platform when a consultation session is started in the process that the user accesses the customer service platform for one or more subsequent times, and customer service personnel can conveniently acquire the visitor identity and know the past communication record, thereby providing high-quality customer service for the user.
In a fifth aspect, the present invention further provides an electronic device, as shown in fig. 5, the electronic device may include: a processor (processor)510, a communication Interface (Communications Interface)520, a memory (memory)530 and a communication bus 540, wherein the processor 510, the communication Interface 520 and the memory 530 communicate with each other via the communication bus 540. Processor 510 may invoke logic instructions in memory 530 to perform any of the first aspect's methods of obtaining guest identity information, the methods comprising: receiving a consultation request sent by a first application in a user side based on an H5 link and visitor identity information sent by the first application in the user side based on the H5 link, matching a customer service terminal for the user side according to the consultation request, and sending a consultation session page to the user side; forwarding the session message sent by the user side to the customer service terminal, and forwarding the session message sent by the customer service terminal to the user side; and storing the visitor identity information in association with a session message. Detecting the operation of clicking a consultation button in a first application at a user side, sending a consultation request to a customer service platform based on an H5 link, and sending visitor identity information to the customer service platform based on the H5 link; and receiving a consultation session page sent by the customer service platform, wherein the consultation session page is used for expanding the consultation session between the user side and the customer service terminal.
Furthermore, the logic instructions in the memory 530 may be implemented in the form of software functional units and stored in a computer readable storage medium when the software functional units are sold or used as independent products. 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.
In a sixth aspect, the present invention also provides a non-transitory computer readable storage medium having stored thereon a computer program that, when executed by a processor, is implemented to perform any of the methods of the first aspect for obtaining visitor identity information, the methods comprising: receiving a consultation request sent by a first application in a user side based on an H5 link and visitor identity information sent by the first application in the user side based on the H5 link, matching a customer service terminal for the user side according to the consultation request, and sending a consultation session page to the user side; forwarding the session message sent by the user side to the customer service terminal, and forwarding the session message sent by the customer service terminal to the user side; and storing the visitor identity information in association with a session message. Detecting the operation of clicking a consultation button in a first application at a user side, sending a consultation request to a customer service platform based on an H5 link, and sending visitor identity information to the customer service platform based on the H5 link; and receiving a consultation session page sent by the customer service platform, wherein the consultation session page is used for expanding the consultation session between the user side and the customer service terminal.
The above-described embodiments of the apparatus are merely illustrative, and 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 modules may be selected according to actual needs to achieve the purpose of the solution of the present embodiment. One of ordinary skill in the art can understand and implement it without inventive effort.
Through the above description of the embodiments, those skilled in the art will clearly understand that each embodiment can be implemented by software plus a necessary general hardware platform, and certainly can also be implemented by hardware. With this understanding in mind, the above-described technical solutions may be embodied in the form of a software product, which can be stored in a computer-readable storage medium such as ROM/RAM, magnetic disk, optical disk, etc., and includes instructions for causing a computer device (which may be a personal computer, a server, or a network device, etc.) to execute the methods described in the embodiments or some parts of the embodiments.
Finally, it should be noted that: the above examples are only intended to illustrate the technical solution of the present invention, but not to limit it; 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 (10)
1. A method for obtaining visitor identity information is applied to a customer service platform and is characterized by comprising the following steps:
receiving a consultation request sent by a first application in a user side based on an H5 link and visitor identity information sent by the first application in the user side based on the H5 link, matching a customer service terminal for the user side according to the consultation request, and sending a consultation session page to the user side;
and forwarding the session message sent by the user side to the customer service terminal, and storing the visitor identity information and the session message in a correlation manner.
2. The method of claim 1, wherein the receiving a consultation request sent by a first application at a user terminal based on an H5 link and the visitor identity information sent by the H5 link, matching a customer service terminal for the user terminal according to the consultation request, and sending a consultation session page to the user terminal, further comprises:
creating an access number according to a target access channel, and automatically generating an H5 link according to the access number;
the access number is used for managing a corresponding target access channel;
visitor identity information parameters of corresponding channels are spliced in the H5 link and are used for being packaged into the first application of the user side, so that the user side can access the H5 link through the first application and can access a customer service platform.
3. A method for obtaining visitor identity information is applied to an intelligent terminal and is characterized by comprising the following steps:
the method comprises the steps that when the operation of clicking a consultation button in a first application at a user side is detected, a consultation request is sent to a customer service platform based on an H5 link, and visitor identity information is sent to the customer service platform based on the H5 link;
and receiving a consultation session page sent by the customer service platform, wherein the consultation session page is used for expanding the consultation session between the user side and the customer service terminal.
4. The method of claim 3, wherein the detecting of the operation of clicking a consultation button in the first application at the user end sends a consultation request to the service platform based on the H5 link, and sends the visitor identity information to the service platform based on the H5 link, and the method further comprises:
when detecting that the first application is installed in the user side for the first time, popping up a window requesting authorization to acquire visitor identity information;
and when the operation of clicking to approve the authorization is detected, accessing the customer service system based on the H5 link, and uploading the visitor identity information based on the H5 link.
5. The utility model provides an obtain visitor's identity information's device, is applied to customer service platform, its characterized in that includes:
the response module is used for receiving a consultation request sent by a first application in a user side based on an H5 link and visitor identity information sent by the H5 link, matching a customer service terminal for the user side according to the consultation request and sending a consultation session page to the user side;
the session service module is used for forwarding the session message sent by the user side to the customer service terminal and forwarding the session message sent by the customer service terminal to the user side;
and the storage module is used for storing the visitor identity information in association with the session message.
6. The apparatus for obtaining visitor identity information according to claim 5, further comprising:
the creating module is used for creating an access number according to a target access channel and automatically generating the H5 link according to the access number;
the access number is used for managing a corresponding target access channel;
visitor identity information parameters of corresponding channels are spliced in the H5 link and are used for being packaged into the first application of the user side, so that the user side can access the H5 link through the first application and can access a customer service platform.
7. The utility model provides an acquire visitor's identity information's device, is applied to intelligent terminal, its characterized in that includes:
the request module is used for sending a consultation request to a customer service platform based on an H5 link and sending visitor identity information to the customer service platform based on the H5 link when the operation of clicking a consultation button in a first application at a user side is detected;
and the session module is used for receiving a consultation session page sent by the customer service platform, and the consultation session page is used for expanding the consultation session between the user side and the customer service terminal.
8. The apparatus for obtaining visitor identity information according to claim 7, further comprising:
the authorization module is used for popping up a window for requesting authorization to acquire visitor identity information when detecting that the first application is installed in the user side for the first time;
and the uploading module is used for accessing the customer service system based on the H5 link and uploading the visitor identity information based on the H5 link when detecting that the operation of the authorization is agreed by clicking.
9. An electronic device comprising a memory, a processor and a computer program stored on the memory and being executable on the processor, wherein the processor when executing the program performs the steps of the method of obtaining guest identity information according to any of claims 1-2 or the steps of the method of obtaining guest identity information according to any of claims 3-4.
10. A non-transitory computer readable storage medium, having stored thereon a computer program, wherein the computer program, when being executed by a processor, performs the steps of the method of obtaining visitor identity information according to any one of claims 1-2 or the steps of the method of obtaining visitor identity information according to any one of claims 3-4.
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