CN113469594A

CN113469594A - Information processing method, device, system and medium for customer service

Info

Publication number: CN113469594A
Application number: CN202010239976.XA
Authority: CN
Inventors: 李国辉; 王建
Original assignee: Beijing Jingdong Zhenshi Information Technology Co Ltd
Current assignee: Beijing Jingdong Zhenshi Information Technology Co Ltd
Priority date: 2020-03-30
Filing date: 2020-03-30
Publication date: 2021-10-01

Abstract

The present disclosure provides an information processing method for customer service. The method comprises the following steps: acquiring at least one piece of abnormal information; and generating at least one outbound event based on the at least one piece of abnormal information, wherein the outbound event is used for instructing a customer service worker to communicate with a corresponding customer aiming at first abnormal information in the at least one piece of abnormal information, and the first abnormal information is any one of the at least one piece of abnormal information. The present disclosure also provides an information processing apparatus, system, and medium for customer service.

Description

Information processing method, device, system and medium for customer service

Technical Field

The present disclosure relates to the field of warehouse logistics, and more particularly, to an information processing method, apparatus, system, and medium for customer service.

Background

Customer service (also called customer service) has become an important ring in business service, and is very important for improving user experience of customers in the process of obtaining service, improving customer satisfaction, improving service quality and the like. In an operation service system of a current merchant, a customer service system and an operation system are often relatively independent, and usually after a customer contacts with a customer service through a telephone or a message and the like to reflect a problem situation, a customer service worker reports abnormal information corresponding to the problem reflected by the customer on the customer service system, and then the customer service system submits the abnormal information to the operation system for processing by the operation system.

In the course of implementing the disclosed concept, the inventors found that there are at least the following problems in the prior art: in the prior art, customer services are passive services, an exception handling mechanism is usually started from a customer service system after the customer contacts the customer service, and the exception information is submitted to an operation system and then subjected to checking, handling and other processes, so that the handling time may be long. Therefore, the existing customer service workflow is in a afterknowledge afterfeel state, and the user experience and the customer satisfaction are not good enough.

Disclosure of Invention

In view of this, the embodiments of the present disclosure provide an information processing method, apparatus, system, and medium for customer service, which enable a customer service to actively call out a customer to provide a solution to an abnormal situation.

One aspect of the disclosed embodiments provides an information processing method for customer service. The method comprises the following steps: acquiring at least one piece of abnormal information; generating at least one outbound event based on the at least one piece of abnormal information, wherein the outbound event is used for instructing a customer service worker to communicate with a corresponding customer for first abnormal information in the at least one piece of abnormal information, and the first abnormal information is any one of the at least one piece of abnormal information.

According to an embodiment of the present disclosure, the generating at least one outbound event based on the at least one anomaly information includes: generating at least one processing flow for processing the abnormal condition corresponding to the at least one abnormal information; and generating the at least one outbound event based on the at least one processing flow.

According to an embodiment of the present disclosure, the obtaining of the at least one anomaly information includes at least one of: acquiring the at least one abnormal information based on the monitoring of the operation process; or acquiring the at least one abnormal information based on a manual input operation.

According to an embodiment of the present disclosure, the at least one anomaly information includes a plurality of anomaly information; said generating at least one outbound event based on said at least one anomaly information comprises: classifying the abnormal information based on the attribute information of each abnormal information in the abnormal information to obtain at least one abnormal data list; and generating an outbound event corresponding to a first abnormal data list in the at least one abnormal data list, wherein the first abnormal data list is any one of the at least one abnormal data list. Wherein the attribute information includes at least one of: the type of service, the cause of the anomaly, the time period of the anomaly, information about the merchant involved, or information about the customer involved.

According to an embodiment of the present disclosure, after the generating at least one outbound event based on the at least one anomaly information, the method further comprises: generating a customer service work list corresponding to at least one customer service worker based on the at least one outbound event, and sending the customer service work list to a terminal device of the at least one customer service worker.

According to an embodiment of the present disclosure, after the generating at least one outbound event based on the at least one anomaly information, the method further comprises: obtaining a solution of a first abnormal condition corresponding to the first abnormal information based on communication information of customer service workers and customers; acquiring a processing result obtained by processing the first abnormal condition according to the solution; and when the processing result indicates that the first abnormal condition is solved, marking the state of the first abnormal information as solved.

According to an embodiment of the present disclosure, after marking the state of the first exception information as resolved, the method further includes: and migrating the first abnormal information and record information related to the first abnormal information to a database when the state update aiming at the first abnormal information does not occur within a preset time length.

In another aspect of the disclosed embodiments, an information processing apparatus for customer service is provided. The device comprises an exception acquisition module and an outbound event generation module. The exception acquisition module is used for acquiring at least one piece of exception information. The outbound event generating module is configured to generate at least one outbound event based on the at least one piece of abnormal information, where the outbound event is used to instruct a customer service worker to communicate with a corresponding customer for a first piece of abnormal information in the at least one piece of abnormal information, and the first piece of abnormal information is any one of the at least one piece of abnormal information.

According to an embodiment of the present disclosure, the outbound event generating module is further configured to generate at least one processing procedure for processing an abnormal situation corresponding to the at least one abnormal information, and generate the at least one outbound event based on the at least one processing procedure.

According to an embodiment of the present disclosure, the outbound event generating module is further configured to: under the condition that the at least one abnormal information comprises a plurality of abnormal information, classifying the plurality of abnormal information based on the attribute information of each abnormal information in the plurality of abnormal information to obtain at least one abnormal data list; and generating an outbound event corresponding to a first abnormal data list in the at least one abnormal data list, wherein the first abnormal data list is any one of the at least one abnormal data list. Wherein the attribute information includes at least one of: the type of service, the cause of the anomaly, the time period of the anomaly, information about the merchant involved, or information about the customer involved.

According to an embodiment of the present disclosure, the anomaly obtaining module is specifically configured to obtain the at least one anomaly information based on monitoring of the operation process by the operation system, and/or obtain the at least one anomaly information based on an input operation manually in the operation system.

According to the embodiment of the disclosure, the device further comprises a customer service work list generation module and a customer work list issuing module. The customer service work list generating module is used for generating a customer service work list corresponding to at least one customer service worker based on the at least one outbound event. And the client work list issuing module is used for sending the customer service work list to the terminal equipment of at least one customer service worker.

According to an embodiment of the present disclosure, the apparatus further comprises an exception handling module. The exception handling module is used for obtaining a solution of a first exception condition corresponding to first exception information based on communication information of a customer service worker and a customer after at least one outbound event is generated based on the at least one exception information; acquiring a processing result obtained by processing the first abnormal condition according to the solution; and when the processing result indicates that the first abnormal condition is solved, marking the state of the first abnormal information as solved.

According to an embodiment of the present disclosure, the exception handling module is further configured to migrate the first exception information and the record information related to the first exception information to a database in a case where no status update for the first exception information occurs within a predetermined length of time after marking the status of the first exception information as resolved.

In another aspect of the disclosed embodiments, an information processing system for customer service is provided. The system includes one or more memories and one or more processors. The one or more memories store executable instructions. The one or more processors execute the executable instructions to implement the method as described above.

In another aspect of the embodiments of the present disclosure, there is provided a computer-readable storage medium having stored thereon executable instructions, which when executed by a processor, cause the processor to perform the method as described above.

In another aspect of the disclosed embodiments, there is provided a computer program comprising computer executable instructions for implementing the method as described above when executed.

One or more of the above-described embodiments may provide the following advantages or benefits: the abnormal information can be actively obtained from the operation system, and then the outbound event is generated based on the abnormal information to guide the customer service worker to actively contact the customer, so that the problem of service hysteresis existing in the customer service workflow commonly in the prior art can be at least partially solved, the abnormality of the operation system can be actively obtained, and the customer service worker can be guided to actively contact the customer according to the abnormal condition, so that a solution is provided before the customer perceives or knows the abnormality, and the satisfaction degree of customer service and the user experience are improved.

Drawings

The above and other objects, features and advantages of the present disclosure will become more apparent from the following description of embodiments of the present disclosure with reference to the accompanying drawings, in which:

FIG. 1 schematically illustrates a system architecture of information processing methods, apparatus, systems and media for customer service according to embodiments of the disclosure;

FIG. 2 schematically shows a flow diagram of an information processing method for customer service according to an embodiment of the present disclosure;

FIG. 3 schematically illustrates a flow chart of generating an outbound event in an information processing method according to an embodiment of the present disclosure;

FIG. 4 schematically illustrates a flow chart for generating an outbound event in an information processing method according to another embodiment of the present disclosure;

FIG. 5 schematically shows a flow chart of an information processing method for customer service according to another embodiment of the present disclosure;

FIG. 6 schematically illustrates a flow chart of an application example of an information processing method for customer service according to an embodiment of the present disclosure;

FIG. 7 schematically shows a block diagram of an information processing apparatus for customer service according to an embodiment of the present disclosure; and

FIG. 8 schematically illustrates a block diagram of a computer system suitable for implementing an information processing method for customer service according to an embodiment of the present disclosure.

Detailed Description

Hereinafter, embodiments of the present disclosure will be described with reference to the accompanying drawings. It should be understood that the description is illustrative only and is not intended to limit the scope of the present disclosure. In the following detailed description, for purposes of explanation, numerous specific details are set forth in order to provide a thorough understanding of the embodiments of the disclosure. It may be evident, however, that one or more embodiments may be practiced without these specific details. Moreover, in the following description, descriptions of well-known structures and techniques are omitted so as to not unnecessarily obscure the concepts of the present disclosure.

The terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the disclosure. The terms "comprises," "comprising," and the like, as used herein, specify the presence of stated features, steps, operations, and/or components, but do not preclude the presence or addition of one or more other features, steps, operations, or components.

All terms (including technical and scientific terms) used herein have the same meaning as commonly understood by one of ordinary skill in the art unless otherwise defined. It is noted that the terms used herein should be interpreted as having a meaning that is consistent with the context of this specification and should not be interpreted in an idealized or overly formal sense.

Where a convention analogous to "at least one of A, B and C, etc." is used, in general such a construction is intended in the sense one having skill in the art would understand the convention (e.g., "a system having at least one of A, B and C" would include but not be limited to systems that have a alone, B alone, C alone, a and B together, a and C together, B and C together, and/or A, B, C together, etc.). Where a convention analogous to "A, B or at least one of C, etc." is used, in general such a construction is intended in the sense one having skill in the art would understand the convention (e.g., "a system having at least one of A, B or C" would include but not be limited to systems that have a alone, B alone, C alone, a and B together, a and C together, B and C together, and/or A, B, C together, etc.).

The embodiment of the disclosure provides an information processing method, device, system and medium for customer service. The method comprises the steps of firstly obtaining at least one piece of abnormal information, and then generating at least one outbound event based on the at least one piece of abnormal information, wherein the outbound event is used for indicating a customer service worker to communicate with a corresponding customer aiming at first abnormal information in the at least one piece of abnormal information, and the first abnormal information is any one of the at least one piece of abnormal information.

According to the embodiment of the disclosure, at least one piece of abnormal information in the operation process can be actively acquired, the outbound event is generated based on the abnormal information to guide the customer service worker to actively contact the customer with the abnormal condition, and a solution can be given before the customer perceives or knows the abnormality at least to a certain extent, so that the customer service efficiency can be effectively improved, and the customer service satisfaction and the user experience can be improved.

Fig. 1 schematically illustrates a system architecture 100 for an information processing method, apparatus, system, and medium for customer service according to an embodiment of the disclosure. It should be noted that fig. 1 is only an example of a system architecture to which the embodiments of the present disclosure may be applied to help those skilled in the art understand the technical content of the present disclosure, and does not mean that the embodiments of the present disclosure may not be applied to other devices, systems, environments or scenarios.

As shown in fig. 1, a system architecture 100 according to this embodiment may include an operations system 110, an information processing system 120, and a customer service system 130. Wherein the information processing system 120 can communicate with the operation system 110 and the customer service system 130 through a wired or wireless network, respectively, thereby linking the customer service system 130 and the operation system 110.

In the system architecture 100, the operations system 110 is illustrated as an operations system of applications and logistics services. The operation system 110 can record and update various information in the operation process of the logistics in real time to supervise and manage the logistics service process. The operation system 110 may include a warehouse operation server 111, a parcel production server 112, and a logistics distribution server 113, wherein the warehouse operation server 111, the parcel production server 112, and the logistics distribution server 113 may be connected to each other through a wired or wireless network. The warehouse operation server 111 may be configured to record information of goods entering and exiting the warehouse, order information issued to the warehouse, or storage layout of the goods in the warehouse. The package production server 112 may obtain order information issued to the warehouse, generate order processing flow information, or enter package information according to the operation of the staff in the packaging link, etc. The logistics distribution server 113 can record logistics information of packages in each distribution link, such as the delivery time of goods, the transportation path information of goods, transit information, or expected delivery information.

Customer service system 130 can include

terminal devices

131, 132, 133, wherein each customer service worker can view a customer service work list through the corresponding

terminal device

131, 132, 133 and contact the customer according to the outbound event in the customer work list to provide customer service. It is to be appreciated that the customer service worker in the customer service system 130 of FIG. 1 is merely an example of a human worker. In other embodiments, the customer service system 130 may be an intelligent customer service system configured with an artificial intelligence model building, and communicates with the customer through the intelligent customer service system, where the customer service worker may be an artificial intelligence model of the

login terminal device

131, 132, 133, or the like.

In the related art, the operation system 110 and the customer service system 130 are generally independent from each other. When providing customer service, usually, a customer actively contacts a customer service worker through the customer service system 130 to consult or reflect a problem, and the customer service worker obtains abnormal information according to the communication with the customer and feeds the abnormal information back to the operation system 130 through manual operation (for example, filling the abnormal information through a corresponding data interface) to be handed to the operation system 130 for problem processing. In addition, the operation system 130 may need to check and process the abnormal information after learning that the abnormality occurs, which may take a long time. Therefore, in the related art, the flow from the problem finding of the client to the problem processing completion is complicated, the duration is long, and the customer service processing mechanism for dealing with the operation abnormity has great hysteresis.

According to an embodiment of the present disclosure, the information processing system 120 may be utilized to interact with the operations system 110 and the customer service system 130, respectively, to automatically associate the operations system 110 and the customer service system 130. The information processing system 120 may be used to perform an information processing method for customer service according to various embodiments of the present disclosure. According to the embodiment of the present disclosure, the information interaction or transmission between the information processing system 120 and the operation system 110 or the customer service system 130 may be implemented by setting a corresponding data interface, or may be transmitted through an mq (message queue) message queue.

Specifically, for example, the information processing system 120 may first acquire at least one piece of abnormality information in the operation procedure from the operation system 110. Then, the information processing system 120 can generate at least one outbound event based on the at least one exception information, wherein the outbound event can be used to instruct a customer service worker to communicate with a corresponding customer for each exception information of the at least one exception information.

In some embodiments, the information processing system 120 may further generate a work of service list corresponding to at least one of the service workers based on the at least one outbound event, and then send the work of service list to the

terminal devices

131, 132, 133 of the service system 130. Therefore, the customer service worker can check the customer service work list from the

terminal equipment

131, 132 and 133 used by the customer service worker, and contact the customer to deal with abnormal conditions in time.

In this way, the information processing method for customer service according to the embodiment of the present disclosure changes the customer service workflow in the related art, converts the problem processing flow that can only be initiated by the customer in the past into a problem processing flow that can be actively discovered by the information processing system 120 disposed inside the service provider, and guides the customer service system 130 to actively call out the customer. Therefore, the passive customer service is converted into the active customer service, and a solution of the abnormal condition can be given before the customer perceives and knows the abnormal condition, so that the customer can be provided with the service beyond expectation.

Information handling system 120 is illustrated in fig. 1 as including one or more servers merely for purposes of example. In other application scenarios, information handling system 120 may have a simpler or more complex network system architecture, such as a distributed system or the like.

It should be understood that the number of terminal devices, networks, and servers in fig. 1 is merely illustrative. There may be any number of terminal devices, networks, and servers, as desired for implementation.

The information processing method according to the embodiment of the present disclosure is exemplarily illustrated in fig. 2 to 6 in conjunction with the application scenario of fig. 1.

Fig. 2 schematically shows a flowchart of an information processing method for customer service according to an embodiment of the present disclosure.

As shown in fig. 2, the information processing method for customer service according to an embodiment of the present disclosure may include operations S210 to S220.

In operation S210, at least one abnormality information is acquired. For example, at least one anomaly information related to customer service during operation is obtained from the operation system 110.

The anomaly information related to customer service may be, for example, an anomaly in which the anomaly directly affects the benefits of the customer. For example, goods are damaged or lost during logistics, or transportation needs to be changed due to traffic control and other factors. For example, a customer may choose to air ship when placing an order, but items that are placed by a traffic control customer when delivered are listed as air contraband. Compared with the abnormal information related to the customer service, some abnormal information unrelated to the customer service, such as an abnormality of a hardware and software device in the operating system 110, may also occur in the operating process.

According to an embodiment of the present disclosure, at least one abnormal information may be obtained in operation S210 based on monitoring of the operation process by the operation system 110. For example, information on whether the warehouse job is out of stock and whether the warehouse job can be delivered on time can be acquired through interaction with the warehouse job server 111; or for example, through interaction with the package production server 112, whether an exception exists in the package processing process, whether omission of staff causes missing of goods in the package, or deviation of package storage is obtained; or through interaction with the logistics distribution server 113, abnormal information such as whether damage or loss occurs in the logistics distribution link, whether delayed shelving occurs in logistics transfer, or whether logistics information is not updated for a long time, or a transportation mode needs to be changed is acquired.

Or according to another embodiment of the present disclosure, at least one abnormal information may also be obtained in operation S210 based on an input operation manually in the operation system 110. For example, when the distribution personnel finds the goods damaged in the logistics distribution link, the distribution personnel can manually enter the information of the goods damaged into the logistics distribution server 113 of the operation system 110 or the information processing system 120.

For example, when an operator finds an abnormality in the operation process, a reporting module in the operation system 110 may report the abnormality. The content of reporting the exception may include, for example, a business document number, a business document source, an exception cause, and the like. Meanwhile, the operation system 110 may obtain information about the merchant involved in the abnormal situation, the affiliated area of the merchant, the contracted area field, and the like according to the business document number and the like.

In operation S220, at least one outbound event is generated based on at least one piece of exception information, where the outbound event is used to instruct a customer service worker to communicate with a corresponding customer for a first piece of exception information in the at least one piece of exception information, where the first piece of exception information is any one of the at least one piece of exception information. For example, the outbound event may record information such as the number of the waybill where the exception occurred, the reason for the exception, the time when the exception occurred, the customer to contact, one or more solutions provided to the customer, etc.

According to the embodiment of the disclosure, at least one piece of abnormal information related to customer service in the operation process can be actively acquired, the outbound event is generated based on the abnormal information to guide a customer service worker to actively contact the customer with the abnormal condition, a solution can be given before the customer notices or knows the abnormality at least to a certain extent, the customer service efficiency can be effectively improved, and the customer service satisfaction and the user experience are improved.

According to some embodiments of the present disclosure, after operation S220, a work of service list corresponding to at least one customer service worker may also be generated based on the at least one outbound event, and then sent to the at least one customer service worker' S

terminal device

131, 132, and/or 133. Therefore, the customer service worker can view the customer service work list from the

terminal devices

131, 132 and 133 used by the customer service worker, and contact the customer to deal with the abnormal condition in time.

The method of the embodiment of the disclosure can change the traditional customer service workflow, can establish a set of active customer service mechanism, actively report the abnormity of the operation process to the customer service system 130, and the customer service worker using the

terminal equipment

131, 132, 133 of the customer service system 130 actively calls out the customer, thereby to a certain extent, the customer can be given a solution before the customer perceives and knows the abnormity, so as to provide the customer with more than expected service and surprise, and improve the satisfaction degree of the customer service and the user experience.

Fig. 3 schematically shows a flowchart of generating an outbound event in operation S220 in an information processing method according to an embodiment of the present disclosure.

As shown in fig. 3, operation S220 may include operation S301 and operation S302 according to an embodiment of the present disclosure.

In operation S301, at least one processing flow for processing an abnormal situation corresponding to the at least one abnormal information is generated.

For example, an abnormal situation corresponding to one abnormal information is that a customer purchases four identical articles at a time, wherein one article is damaged in the logistics distribution link. For the abnormal situation, a corresponding processing flow may be generated in operation S301, and may be, for example: consulting whether the customer wants to replace the damaged article or abandon the damaged article by the customer service worker; if the customer selects the replacement item, the customer service worker can notify the operator in the operation system 110 to contact the merchant for replenishment through corresponding operation, and the item is replenished and delivered after replenishment; alternatively, if the customer chooses to discard the damaged item, the customer service worker may initiate a refund process or the like in the payment system by a corresponding operation.

In operation S302, at least one outbound event is generated based on at least one process flow. There may be one or more outbound events for each process flow. For example, if a cargo break occurs, as described above, an outbound event may be for instructing a customer service worker to contact the customer to consult the customer for a solution and obtain the customer's choice. In addition, a corresponding outbound event can be generated in the exception handling process or after the exception handling process is finished, so as to follow up the requirements or opinions of clients in the event handling process or after the exception handling process is finished.

According to the embodiment of the disclosure, in the process of providing the customer service, a corresponding processing flow can be made according to the obtained abnormal information, a solution for the abnormal condition corresponding to the abnormal information is provided in time, and the problem solving efficiency is improved. Compared with the prior art that after the abnormal information can be obtained based on communication with the client, and the running system needs to perform complex processes such as checking, verification and processing after the abnormal information is submitted to the running system, the information processing method of the embodiment of the disclosure can not only quickly obtain the abnormal information existing in the running system 110, but also omit operations such as checking or verification, and can quickly obtain the processing flow for dealing with the abnormality, thereby effectively improving the processing efficiency for dealing with the abnormal problem to a greater extent, improving the quality of the client service, and optimizing the flow of the client service.

Fig. 4 schematically shows a flowchart of generating an outbound event in operation S220 in an information processing method according to another embodiment of the present disclosure.

As shown in fig. 4, operation S220 may include operation S401 and operation S402 according to an embodiment of the present disclosure.

In operation S401, a plurality of abnormal information is classified based on attribute information of each of the plurality of abnormal information to obtain at least one abnormal data list. Wherein the attribute information includes at least one of: the type of service, the cause of the anomaly, the time period of the anomaly, information about the merchant involved, or information about the customer involved.

For example, the information processing system 120 may classify the plurality of anomaly information according to the following policy. Firstly, grouping a plurality of abnormal information; for example, multiple anomaly information may be integrated by merchant code dimension, with anomaly information having the same merchant code grouped into a group. And then grouping again in the group according to the same abnormal reason on the basis of the data of the merchant coding dimension integration. And then grouping the anomalies in the same time period again in groups from time dimension integration according to the time information of each acquired anomaly information. Therefore, the abnormal information with the same merchant code, the same abnormal reason and the same abnormal occurrence time period is divided into a group, and an abnormal data list is correspondingly formed. After that, the abnormal information in each abnormal data list may have the merchant code, the reason for the abnormality, the time period of occurrence of the abnormality, and the business documents contained therein as the detailed data of the abnormal data list. The detail data of the abnormal data list may include, for example, a generated self-added abnormal document number, a merchant code, a service source, an abnormal reason, an organization to which the merchant belongs, a merchant signing organization, a service document number, package information of the service document, a document type of each service document, and the like.

In operation S402, an outbound event corresponding to a first abnormal data list of the at least one abnormal data list is generated, where the first abnormal data list is any one of the at least one abnormal data list. For example, an outbound event corresponding to each exception list is generated.

In this way, the abnormal information with the same attribute information can be grouped and processed in a centralized way, and the working efficiency of customer service is improved. And the abnormal information with the same attribute information is similar to the processing flow, so that the batch processing can be facilitated.

Fig. 5 schematically shows a flowchart of an information processing method for customer service according to another embodiment of the present disclosure.

With reference to fig. 2 and 5, according to an embodiment of the present disclosure, the information processing method for customer service may further include operations S510 to S540 in addition to operations S210 to S220. Wherein operations S510 to S540 may be performed after operation S220.

In operation S510, a solution for a first abnormal situation corresponding to the first abnormal information is obtained based on communication information of a customer service worker and a customer. For example, air transport is the choice when a customer places an order. But the customer selected item is listed as an airline contraband due to traffic control at the time of delivery. It can be determined whether the customer is willing to transport the delivery by land or whether the customer wants to directly abandon the delivery, based on the communication information between the customer service worker and the customer.

In one embodiment, in operation S510, the customer service worker inputs the solution of the customer feedback in the customer service system 130 according to the communication with the customer, and then the customer service system 130 transmits the information of the solution selected by the user to the information processing system 120 through the MQ.

In another embodiment, in operation S510, a communication record or a text record of the customer service worker and the customer may be obtained, and a keyword or the like for solving the abnormal situation is extracted from the communication record or the text record to obtain a solution for the customer feedback.

In operation S520, a processing result obtained by processing the first abnormal situation according to the solution is obtained. For example, the solution may be sent to the operating system 110, and a processing result obtained by the operating system 110 processing the abnormal situation according to the solution may be obtained.

In operation S530, when the processing result indicates that the first abnormal situation is resolved, the state of the first abnormal information is marked as resolved.

In operation S540, in the case where a status update for the first abnormality information does not occur within a predetermined length of time (e.g., 15 days), the first abnormality information and the record information related to the first abnormality information are migrated to the database. For example, if the state of a certain abnormal information is resolved and not updated for 15 days, it can be considered that the abnormal condition corresponding to the abnormal information is processed and completed. At this time, the exception information and record information may be migrated to a database for archiving for big data analysis and processing, and the exception information and record may be cleared from the information processing system 120 to free up the corresponding storage space.

Fig. 6 schematically shows a flowchart of an application example of the information processing method for customer service according to the embodiment of the present disclosure.

As shown in fig. 6, in conjunction with fig. 1, the application example may include information interaction between the operation system 110, the information processing system 120, and the customer service system 130.

First, on the operating system 110 side: the operator may report the exception in the operation system 110 after finding the exception in the operation process, and then the operation system 110 reports the exception information to the information processing system 120.

Then, on the information processing system 120 side: the information processing system 120 receives a large amount of exception information at a time, for example, and may classify the large amount of exception information, and the exception information classified into each category constitutes an exception data list. The staff member can configure a classification rule in the information processing system 120, for example, configure a rule for classifying according to the attribute information of the abnormal information, including classifying according to any dimension or combination of multiple dimensions in the service source, the reason of the abnormality, the collection order, or the document type of the service.

Thereafter, it is possible to continue on the information processing system 120 side: an outbound event is then generated corresponding to each exception list. Then, the outbound events are grouped according to the customer service routing rule, then a customer service work list is generated, and the customer service work list is issued to the

terminal devices

131, 132 and 133 in the customer service system 130. The customer service routing rule can be a rule classified according to any dimension or combination of multiple dimensions in the source, area, bill type, customer level, distribution rule, department or personnel skill of the outbound event. The information handling system 120 may classify the outbound event based on customer service routing rules. For example, an outbound event processed by the same customer service department is generated in a customer service work list, and then the customer service work list can be issued to a server or a terminal device corresponding to the customer service department; or the outbound event of the same document type is generated in a customer service work list, and then the customer service work list can be sent to a server or terminal equipment corresponding to the skill group for processing the service of the type.

Then entering the customer service system 130 side: the

terminal devices

131, 132, 133 pick up the customer service work list delivered to the local. The customer service staff member can then call the customer out according to the customer service work list, and provide a plurality of optional solutions to the customer to choose to consult the customer's willingness to handle the abnormal situation. The customer service worker can input the solution selected by the customer through a manual operation or the like in the customer system 130 based on communication and feedback with the customer and forward information of the solution selected by the customer to the information processing system 120.

And then enters the information processing system 120 side again: the information processing system 120 receives the solution selected by the customer forwarded by the customer service system 130 and issues it to the operating system 110 for processing.

Finally, the operation system 110 side is entered: the operating system 110 may process the abnormal situation according to the solution to obtain a processing result. The processing result may be, for example, "no merchant connected, merchant self-processing, scrapping, returning, re-posting, claims" or the like. If the processing results are to the effect of the solution selected by the customer, the status of the exception information may be marked as resolved in operating system 110 and the status information may be fed back to information handling system 120. If the processing result does not reach the effect of the solution selected by the customer, the processing can be waited for to continue, and in the initial step of the application example, or the abnormality can be reported in the operation system 110 by the staff, and then the flow shown with reference to fig. 6 is executed again.

It will of course be appreciated that in some embodiments, information handling system 120 may be integrated into customer service system 130 such that information handling system 120 forms a part of customer service system 130. In other embodiments, the generation of the outbound event, and the production of the customer service worksheet may be performed by the customer service system 130. Thus, the customer service routing rules can be configured directly in the customer service system 130.

Fig. 7 schematically shows a block diagram of an information processing apparatus 700 for customer service according to an embodiment of the present disclosure.

As shown in fig. 7, the apparatus 700 may include an exception acquisition module 710 and an outbound event generation module 720 according to an embodiment of the present disclosure. According to some embodiments of the present disclosure, the apparatus may further include a customer service work list generation module 730, and a customer work list issuing module 740. According to another embodiment of the present disclosure, the apparatus 700 may further include an exception handling module 750. The apparatus 700 may be disposed in an information processing system 120 according to an embodiment of the present disclosure. The apparatus 700 may be used to implement the methods described with reference to fig. 2-6 above.

The anomaly obtaining module 710 may, for example, perform operation S210 for obtaining at least one anomaly information, for example, obtaining at least one anomaly information related to a customer service in an operation process from the operation system 110.

According to an embodiment of the present disclosure, the anomaly obtaining module 710 is specifically configured to obtain at least one anomaly information based on monitoring of an operation process, and/or obtain at least one anomaly information based on a manual input operation.

The outbound event generating module 720 may execute operation S220, for example, to generate at least one outbound event based on at least one piece of exception information, where the outbound event is used to instruct a customer service worker to communicate with a corresponding customer for a first piece of exception information in the at least one piece of exception information, where the first piece of exception information is any one of the at least one piece of exception information.

According to an embodiment of the present disclosure, the outbound event generating module 720 may further perform operations S301 and S302, for example, to generate at least one processing flow for processing an abnormal situation corresponding to the at least one piece of abnormal information, and generate the at least one outbound event based on the at least one processing flow.

According to an embodiment of the present disclosure, the outbound event generating module 720 may further perform, for example, operation S401 and operation S402, where the at least one abnormal information includes a plurality of abnormal information, classify the plurality of abnormal information based on attribute information of each of the plurality of abnormal information to obtain at least one abnormal data list, and generate an outbound event corresponding to a first abnormal data list of the at least one abnormal data list, where the first abnormal data list is any one of the at least one abnormal data list. Wherein the attribute information includes at least one of: the type of service, the cause of the anomaly, the time period of the anomaly, information about the merchant involved, or information about the customer involved.

The customer service work list generation module 730 may be configured to generate a customer service work list corresponding to at least one customer service worker based on the at least one outbound event after generating the at least one outbound event. The customer work list issuing module 740 may be configured to send the customer service work list to a terminal device of at least one customer service worker.

The exception handling module 750 may perform operations S510 to S540, for example, to obtain a solution to a first exception condition corresponding to the first exception information based on communication information between a customer service worker and a customer after generating at least one outbound event based on the at least one exception information; acquiring a processing result obtained by processing the first abnormal condition according to the solution; when the processing result indicates that the first abnormal condition is solved, marking the state of the first abnormal information as solved, and under the condition that state updating aiming at least one abnormal information does not occur within a preset time length, migrating at least one abnormal information and record information related to at least one abnormal information to a database.

According to the device 700 of the embodiment of the disclosure, at least one piece of abnormal information related to customer service in an operation process can be actively acquired, an outbound event is generated based on the abnormal information to guide a customer service worker to actively contact the customer with respect to the abnormal condition, a solution can be given before the customer perceives or knows the abnormality at least to a certain extent, the customer service efficiency can be effectively improved, and the customer service satisfaction and the user experience are improved.

Any number of modules, sub-modules, units, sub-units, or at least part of the functionality of any number thereof according to embodiments of the present disclosure may be implemented in one module. Any one or more of the modules, sub-modules, units, and sub-units according to the embodiments of the present disclosure may be implemented by being split into a plurality of modules. Any one or more of the modules, sub-modules, units, sub-units according to embodiments of the present disclosure may be implemented at least in part as a hardware circuit, such as a Field Programmable Gate Array (FPGA), a Programmable Logic Array (PLA), a system on a chip, a system on a substrate, a system on a package, an Application Specific Integrated Circuit (ASIC), or may be implemented in any other reasonable manner of hardware or firmware by integrating or packaging a circuit, or in any one of or a suitable combination of software, hardware, and firmware implementations. Alternatively, one or more of the modules, sub-modules, units, sub-units according to embodiments of the disclosure may be at least partially implemented as a computer program module, which when executed may perform the corresponding functions.

For example, any of the exception obtaining module 710, the outbound event generating module 720, the customer service work list generating module 730, the customer work list issuing module 740, and the exception handling module 750 may be combined and implemented in one module, or any one of them may be split into multiple modules. Alternatively, at least part of the functionality of one or more of these modules may be combined with at least part of the functionality of the other modules and implemented in one module. According to an embodiment of the present disclosure, at least one of the exception obtaining module 710, the outbound event generating module 720, the customer service work list generating module 730, the customer work list issuing module 740, and the exception handling module 750 may be implemented at least partially as a hardware circuit, such as a Field Programmable Gate Array (FPGA), a Programmable Logic Array (PLA), a system on a chip, a system on a substrate, a system on a package, an Application Specific Integrated Circuit (ASIC), or may be implemented by hardware or firmware in any other reasonable manner of integrating or packaging a circuit, or implemented by any one of three implementation manners of software, hardware, and firmware, or by a suitable combination of any of them. Alternatively, at least one of the exception acquisition module 710, the outbound event generation module 720, the customer service work list generation module 730, the customer work list issuing module 740, and the exception handling module 750 may be implemented at least in part as a computer program module that, when executed, may perform a corresponding function.

FIG. 8 schematically illustrates a block diagram of a computer system 800 suitable for implementing an information processing method for customer service according to an embodiment of the disclosure. The computer system 800 illustrated in FIG. 8 is only one example and should not impose any limitations on the scope of use or functionality of embodiments of the disclosure. According to an embodiment of the present disclosure, the computer system 800 may be provided in the information processing system 120.

As shown in fig. 8, a computer system 800 according to an embodiment of the present disclosure includes a processor 801 that can perform various appropriate actions and processes according to a program stored in a Read Only Memory (ROM)802 or a program loaded from a storage section 808 into a Random Access Memory (RAM) 803. The processor 801 may include, for example, a general purpose microprocessor (e.g., a CPU), an instruction set processor and/or associated chipset, and/or a special purpose microprocessor (e.g., an Application Specific Integrated Circuit (ASIC)), among others. The processor 801 may also include onboard memory for caching purposes. The processor 801 may include a single processing unit or multiple processing units for performing different actions of the method flows according to embodiments of the present disclosure.

In the RAM 803, various programs and data necessary for the operation of the computer system 800 are stored. The processor 801, the ROM 802, and the RAM 803 are connected to each other by a bus 804. The processor 801 performs various operations of the method flows according to the embodiments of the present disclosure by executing programs in the ROM 802 and/or RAM 803. Note that the programs may also be stored in one or more memories other than the ROM 802 and RAM 803. The processor 801 may also perform various operations of method flows according to embodiments of the present disclosure by executing programs stored in the one or more memories.

According to an embodiment of the present disclosure, computer system 800 may also include an input/output (I/O) interface 805, input/output (I/O) interface 805 also connected to bus 804. The system 800 may also include one or more of the following components connected to the I/O interface 805: an input portion 806 including a keyboard, a mouse, and the like; an output section 807 including a signal such as a Cathode Ray Tube (CRT), a Liquid Crystal Display (LCD), and the like, and a speaker; a storage portion 808 including a hard disk and the like; and a communication section 809 including a network interface card such as a LAN card, a modem, or the like. The communication section 809 performs communication processing via a network such as the internet. A drive 810 is also connected to the I/O interface 805 as necessary. A removable medium 811 such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, or the like is mounted on the drive 810 as necessary, so that a computer program read out therefrom is mounted on the storage section 808 as necessary.

According to embodiments of the present disclosure, method flows according to embodiments of the present disclosure may be implemented as computer software programs. For example, embodiments of the present disclosure include a computer program product comprising a computer program embodied on a computer readable storage medium, the computer program containing program code for performing the method illustrated by the flow chart. In such an embodiment, the computer program can be downloaded and installed from a network through the communication section 809 and/or installed from the removable medium 811. The computer program, when executed by the processor 801, performs the above-described functions defined in the system of the embodiments of the present disclosure. The systems, devices, apparatuses, modules, units, etc. described above may be implemented by computer program modules according to embodiments of the present disclosure.

The present disclosure also provides a computer-readable storage medium, which may be contained in the apparatus/device/system described in the above embodiments; or may exist separately and not be assembled into the device/apparatus/system. The computer-readable storage medium carries one or more programs which, when executed, implement the method according to an embodiment of the disclosure.

According to embodiments of the present disclosure, the computer-readable storage medium may be a non-volatile computer-readable storage medium, which may include, for example but is not limited to: a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing. In the present disclosure, a computer readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device. For example, according to embodiments of the present disclosure, a computer-readable storage medium may include the ROM 802 and/or RAM 803 described above and/or one or more memories other than the ROM 802 and RAM 803.

The flowchart and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods and computer program products according to various embodiments of the present disclosure. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of code, which comprises one or more executable instructions for implementing the specified logical function(s). It should also be noted that, in some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. It will also be noted that each block of the block diagrams or flowchart illustration, and combinations of blocks in the block diagrams or flowchart illustration, can be implemented by special purpose hardware-based systems which perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.

Those skilled in the art will appreciate that various combinations and/or combinations of features recited in the various embodiments and/or claims of the present disclosure can be made, even if such combinations or combinations are not expressly recited in the present disclosure. In particular, various combinations and/or combinations of the features recited in the various embodiments and/or claims of the present disclosure may be made without departing from the spirit or teaching of the present disclosure. All such combinations and/or associations are within the scope of the present disclosure.

The embodiments of the present disclosure have been described above. However, these examples are for illustrative purposes only and are not intended to limit the scope of the present disclosure. Although the embodiments are described separately above, this does not mean that the measures in the embodiments cannot be used in advantageous combination. The scope of the disclosure is defined by the appended claims and equivalents thereof. Various alternatives and modifications can be devised by those skilled in the art without departing from the scope of the present disclosure, and such alternatives and modifications are intended to be within the scope of the present disclosure.

Claims

1. An information processing method for customer service, comprising:

acquiring at least one piece of abnormal information; and

generating at least one outbound event based on the at least one piece of abnormal information, wherein the outbound event is used for instructing a customer service worker to communicate with a corresponding customer for first abnormal information in the at least one piece of abnormal information, and the first abnormal information is any one of the at least one piece of abnormal information.

2. The method of claim 1, wherein the generating at least one outbound event based on the at least one exception information comprises:

generating at least one processing flow for processing the abnormal condition corresponding to the at least one abnormal information; and

generating the at least one outbound event based on the at least one process flow.

3. The method of claim 1, wherein the obtaining at least one anomaly information comprises at least one of:

acquiring the at least one abnormal information based on the monitoring of the operation process; or

The at least one anomaly information is obtained based on a manual input operation.

4. The method of claim 1, wherein the at least one exception information comprises a plurality of exception information; said generating at least one outbound event based on said at least one anomaly information comprises:

classifying the abnormal information based on the attribute information of each abnormal information in the abnormal information to obtain at least one abnormal data list; and

generating an outbound event corresponding to a first abnormal data list in the at least one abnormal data list, wherein the first abnormal data list is any one of the at least one abnormal data list;

wherein the attribute information includes at least one of: the type of service, the cause of the anomaly, the time period of the anomaly, information about the merchant involved, or information about the customer involved.

5. The method of claim 1, wherein after said generating at least one outbound event based on said at least one exception information, the method further comprises:

generating a customer service work list corresponding to at least one customer service worker based on the at least one outbound event; and

and sending the customer service work list to the terminal equipment of the at least one customer service worker.

6. The method of claim 1, wherein after said generating at least one outbound event based on said at least one exception information, the method further comprises:

obtaining a solution of a first abnormal condition corresponding to the first abnormal information based on communication information of customer service workers and customers;

acquiring a processing result obtained by processing the first abnormal condition according to the solution; and

and when the processing result indicates that the first abnormal condition is solved, marking the state of the first abnormal information as solved.

7. The method of claim 6, wherein after marking the state of the first exception information as resolved, the method further comprises:

and migrating the first abnormal information and record information related to the first abnormal information to a database when the state update aiming at the first abnormal information does not occur within a preset time length.

8. An information processing apparatus for customer service, comprising:

the anomaly acquisition module is used for acquiring at least one piece of anomaly information; and

and the outbound event generating module is used for generating at least one outbound event based on the at least one piece of abnormal information, wherein the outbound event is used for indicating a customer service worker to communicate with a corresponding customer aiming at first abnormal information in the at least one piece of abnormal information, and the first abnormal information is any one of the at least one piece of abnormal information.

9. The apparatus of claim 8, wherein the outbound event generating module is further configured to:

10. The apparatus of claim 8, wherein the outbound event generating module is further configured to:

under the condition that the at least one abnormal information comprises a plurality of abnormal information, classifying the plurality of abnormal information based on the attribute information of each abnormal information in the plurality of abnormal information to obtain at least one abnormal data list; generating an outbound event corresponding to a first abnormal data list in the at least one abnormal data list, wherein the first abnormal data list is any one of the at least one abnormal data list;

11. An information handling system for customer service, comprising:

one or more memories storing executable instructions; and

one or more processors executing the executable instructions to implement the method of any one of claims 1-7.

12. A computer readable storage medium having stored thereon executable instructions which, when executed by a processor, cause the processor to perform the method of any one of claims 1 to 7.